final project 2013.main co...4. Ayurvedic products as FMCGS:- The products of Ayurvedic are included...
Transcript of final project 2013.main co...4. Ayurvedic products as FMCGS:- The products of Ayurvedic are included...
INDEX
CHAPTER
CONTENT
PAGE NO
1.1 INTRODUCTION
1 1.2 STATEMENT OF
THE PROBLEM
1.3 COMPANY
PROFILE
1.4 OBJECTIVES
1.5 RESEARCH
METHODOLOGY
1.6 SCOPE
1.7 LIMITATION
2
REVIEW OF LITERATURE
3
ANALYSIS AND
INTERPRETATION
4
FINDING AND
SUGGESTIONS
5
CONCLUSION
APPENDIX
BIBLIOGRAPHY
STATEMENT OF THE TABLE
SL.NO TITLE PAGE NO
3.1 THE SOURCES OF GETTING INFORMATION
ABOUT VAIDYAMADHAM
3.2 THE REASON BEHIND THE CHOICE OF
VAIDYAMADHAM
3.3 THE CUSTOMER SATISFACTION WITH THE
SERVICES PROVIDED BY PROFESSIONALS
3.4 THE SATISFACTION WITH
ENVIRONMENTAL CONDITION OF THE
HOSPITAL
3.5 THE OPPURTUNITY TO GIVE
SUGGESTIONS AND COMPLAINTS
3.6 THE CUSTOMER PROVIDED WITH
MEDICAL BENEFITS
3.7 THE OPINION REGARDING THE QUALITY
OF MEDICINES
3.8 THE OPINION ABOUT PUBLIC RELATION
ASPECT OF VAIDYAMADHAM
3.9 THE EFFECTIVENESS OF TREATMENT
3.10 THE OPINION OF CUSTOMERS
REGARDING EASINESS TO FOLLOW
SERVE INSTRUCTIONS IN AYURVEDIC
TRAETMENT
3.11 THE READINESS TO RECEIVE SERVICES
FROM VAIDYAMADHAM
3.12 READINESS TO RECOMMEND
VAIDYAMADHAM
STATEMENT OF THE DIAGRAM
SL.NO TITLE PAGE NO
3.1 THE SOURCES OF GETTING INFORMATION
ABOUT VAIDYAMADHAM
3.2 THE REASON BEHIND THE CHOICE OF
VAIDYAMADHAM
3.3 THE CUSTOMER SATISFACTION WITH THE
SERVICES PROVIDED BY PROFESSIONALS
3.4 THE SATISFACTION WITH
ENVIRONMENTAL CONDITION OF THE
HOSPITAL
3.5 THE OPPURTUNITY TO GIVE
SUGGESTIONS AND COMPLAINTS
3.6 THE CUSTOMER PROVIDED WITH
MEDICAL BENEFITS
3.7 THE OPINION REGARDING THE QUALITY
OF MEDICINES
3.8 THE OPINION ABOUT PUBLIC RELATION
ASPECT OF VAIDYAMADHAM
3.9 THE EFFECTIVENESS OF TREATMENT
3.10 THE OPINION OF CUSTOMERS
REGARDING EASINESS TO FOLLOW
SERVE INSTRUCTIONS IN AYURVEDIC
TRAETMENT
3.11 THE READINESS TO RECEIVE SERVICES
FROM VAIDYAMADHAM
3.12 READINESS TO RECOMMEND
VAIDYAMADHAM
CHAPTERCHAPTERCHAPTERCHAPTER----1111
INTRODUCTION
INTRODUCTION
This report is based on study in connection with
the project work exercised at vaidyamadham vaidyasala & Nursing home Mezhathur which
manufacture Ayurvedic medicines like ‘Arish tam, Asavas, Lehms, Kashyams, and Tallet on
Pillow, Bhasmas, Oil/Thailams and Rasayanam’. This report is prepared for the submission
of University of Calicut in partial fulfillment of the requirements for the award of the degree
of Bachelor of Commerce.
ABOUT INDUSTRY:
Ayurveda is originated in India along ago in the previous period.
Rig-Veda and Adharvaveda the earliest documents of ancient Indian knowledge documented
around the thousand years BC, has launched on health and diseases. Ayurveda texts like
charaka samhitha were documented around thousand years BC. The aim of is not only the
health of the side but his prevention of illness and the preservation of life and in that way it
compresses a noble system of living that makes Ayurveda the most complete system of
medicine and health care we know today.
The term Ayurveda means ‘Science of Life’. It deals with measures for healthy living
during the entire span of life and its various phases. Besides dealing with principle for
maintenance of health, it is also developed a wide range of the repose measures related to
physical, mental, social and spiritual of human beings. The Ayurveda become one of the
oldest system of health care dealing with both the peradventure and curative aspect of life and
most comprehensive way and his similar to the ‘WHO’ concept of health propounded in the
modern era.
TREATMENT IN AYURVEDA:
Ayurvedic treatment consist drugs, diet and practices prosecuted
jointly a separately depending upon diseases and state of patient. These various methods
treatment offers both preventive quickly establishing balances at the dosthic level. The
Ayurveda treatment includes surgery also. The ancient stages sushrutha and charaka both
were about surgical treatment. He seeks urgency as the most valuable of the three pieces
because of its ability to produce instant relief by means of instrument and appliances.
INDUSTRIALIZATION OF AYURVEDA:
The Ayurvedic industry in India is around 100 year old. The
earliest players were dadure in the east Dodh pappu was in the Kattakal in the south and
vaidyanantha in the north. All these groups were founded between 1890 and 1910. This were
intense problems in commercialization of Ayurvedic products because Ayurveda is a science
that doesn’t treat a diseases but the patient the formation given in classical text is more than
2000 in number; it is said that these are over one lakh Manu suit lying in different part of the
country and aboard in undignus health tradition a different languages and scripts.
INHERENT PROBLEM OF AYURVEDIC INDUSTRY:
Inherent problem of Ayurvedic industry through Ayurveda is industrialized
in India there are number of challengers facing the system which treat even its resistance in
the long run. They are following;
1.Unorganized data base:-
There are in numerical number of manuscript disuniting formulation for Ayurvedic
medicine lying in different parts of the country. It is said that number of formulating giving in
classical tools is more than 20,000 about 10000 manuscripts are scattered all over the world.
This data has yet to be organized.
2. Lack of research:-
Absence of organized data has result another problem of Ayurvedic system. The
science of Ayurveda will borrow heavily from traditional books such as charaka samhitha,
astanga hridhayam etc… and Ayurvedic literature is not getting updated with data’s from
continues research.
3. Deputation of resources:-
Raw materials and medical plants for the preparation of Ayurvedic
medicines are steadily deputing. This is due to lack of proper facility for harvesting, storing,
handling and further research.
4. Ayurvedic products as FMCGS:-
The products of Ayurvedic are included with in the board category of fast moving
consumable goods; it is high time that this is regarded as potential competitors of allopathic
medicine or giving equal status.
5. Escalating cost:-
Ayurveda is now suffering from an important attraction. The system was one
regarded as the common man’s medical system now it is only affordable to the rich. the cost
of production of Ayurvedic drugs have predominantly increased due to the scarcity of raw
material and the manufacture are left with no choice other than to resort to like in price.
STATEMENT OF THE PROBLEM
Consumer satisfaction has great importance in
present scenario; because of entry of a number of products in the market each day the
consumer have wide variety of choice and the most prefer good quality branded products. So
most of the organizations mainly concentrate on creating good consumer satisfaction in the
mind of consumer. The study help to understand the important and role of consumer
satisfaction.
COMPANY PROFILE
VAIDYAMADHAM VAIDYASALA AND NURSING HOME is one
of the famous ashta vaidya groups of families in Kerala. The company was registered under
the name of vaidyamadham vaidyasala and nursing home. Ashta vaidyan vaidyamadham
Valiya Narayanan Namboothiri is the founder of vaidyasala.
Vaidyamadham vaidyasala and Nursing home is situated in
Mezhathur near Trithala. It is 2.5 KM away from Koottanad VN vaidyasala was established
Ashta vaidyan vaidyamadham Valiya Narayanan Namboothiri. In the critical period the
vaidyasala run on a small scale by Ashta vaidyan Vaidyamadham Valiya Narayanan
Namboothiri the name of vaidyasala renamed as Vaidyamadham vaidyasala and nursing
home. It is engaged in the production and side of Ayurvedic medicine etc.
The present chief physician of Vaidyamadham vaidyasala and
nursing home are ashta vaidyan Cheriya Narayanan Namboothiri. Now days it has developed
its different department like factory, nursing home, vaidyasala, building, etc. now a days
some department so fully computerized that accounting reception etc. there total number of
workers are 104, office staffs are 18, factory workers are 40, nursing home 33, dispensary 13.
Valiya Narayanan Namboothiri Dakhinamoorthy trust was established in 1982 in loving
memory of their grand father.
OBJECTIVES OF TRUST:-
1) To provide medical relief for the economically backward people in the community.
2) To provide help for the hesitation of the physically and mentally handicapped persons.
3) To provide facilities and conducting scientific research in the field of Ayurvedic medicines
as well as for the total diseases like cancer, nephritis etc ….
4) To establish intensive training courses for qualified students of Ayurveda in various
traditional treatments like panchakarma, rasayana chiklisa etc. this now is prevailing in
some parts of Kerala.
5) To gather old manuscripts, grandhas etc. relating to Ayurveda and to translate and publish
the same for the propagation of Ayurvedic system of medicines.
6) To establish library of books medicines mainly on Ayurveda.
7) To establish endowment and to make available in interest accruing in the same for
providing scholarship/encouragement to the final year students of BAMS of universities of
Kerala state
The achievement of the objective are gathered momentum and trust has
already developed some medicine successful is the treatment of cancer. Regular cancer
treatment camps being conducted on last Sunday of each month.
Practioners of homeopathy, allopathic and Ayurvedic attend the
campus and treat patients after joint consultation approximately 500 patients the campus so
far. Medicines are guide free of cost financially poor patients. There cancer camps have
become an asylum to cancer patients who are salient from the main stream of life.
VAIDYAMADHAM (keeping alive a glorious tradition)
Vaidyamadham is one the famous ashta vaidya group of families in Kerala.
This family was brought here as “salavaidhya” by none other than the famous “Mezhathur
Agnihothes” who conducted 99 ‘soma yoga’ to establish Vedic karma and yaga culture of
country.
Vaidyamadham vaidyasala & Nursing home Mezhathur, Trithala, V.N Vaidyamadham
Valiya kovil Narayanan Namboothiri renamed as Vaidyamadham vaidyasala and nursing
home. In critical period it was run on a small scale ashtavaidya Valiya Namboothiri.
At present chief physician at vaidyamadham vaidyasala and nursing
home is ashtavaidya Cheriya kovil Namboothiri. Now a day it has developed its different like
vaidyasala, factories, nursing home, and dispensary.
VAIDYASALA
Vaidyamadham vaidyasala was established in the year 1912 by late
ashtavaidya Narayan Namboothiri. It was started in a small in the early days.
Vaidyasala consisting of the production and sale unit which was
established in the year 1912. In early days very few medicines were produced to less demand.
But Cheriya Narayanan Namboothiri took charge during 1950’s the medicine was increased
to expand the factory but due to lack of funds located expanded its part by part.
During 1970’s new medicines were introduced for disintegration, girding and
pounding. Though very advanced machineries are introduced in now a days every
departments run with fully efficiency.
Here almost all Ayurvedic medicines are manufactured in traditional style.
The factory also prepares a few special medicines as per the formula derived by the Cheriya
Narayanan Namboothiri. At the present they are manufacturing more than 700 number of
Ayurvedic medicines. They produce 141 special medicines according to formula derived by
Cheriya Narayanan Namboothiri.
NURSING HOME
In patient department was opened only in seventies. The present style of
nursing home come in existence only in 1970 initially with six rooms equipped with facilities
for treatment, bathing and cooking specially trained attendance take care of nursing part. One
relative or assistant is allowed is stay with patient. All types of treatment including
panchakarma are done here in the traditional style. The poor people in deserving cause
Vaidyamadham used to give medicines and treatment at free cost.
DISPENSARY
Medicines are properly dispensed as per the prescription. There is prescription
of Cheriya Narayanan Namboothiri. Due to increasing demand of medicines they opened a
number of agencies. Medicines are distributed is their agencies according to their order.
There are more than 10 workers in the department.
AREA OF OPERATION :- (PRODUCTION AND SALE OF MEDICINES)
The catalogue contains nearly 700 items of medicines produced under
traditional Ayurvedic system. The vaidyamadham vaidyasala and nursing home consist of the
production is partially mechanized each medicines prepared according to the text keeping
intact both letters and spiritual behind every use. There departments are partially
computerized.
Scale of medicines through direct and through agencies spread and
through India. There are 6 agencies in the network. Under a production groups produce more
than 700 items of medicines. Some of the medicines are given below:-
a) Arishtas and Asavas
b) Lehas
c) Grithams
d) Choornamas
e) Kasha yams
f) Tablets and Pills
g) Bhasmas
h) Oil/Thailamas
i) Rasayanms
OBJECTIVES TO THE STUDY:-
• To find the satisfactory level of customers in Vaidyamadham vaidyasala and Nursing
home.
• To find out the attitude of customers towards Vaidyamadham vaidyasala and Nursing
home.
• To find out the suggestions and feed back from customers towards Vaidyamadham
Vaidyasala and Nursing home.
• To find out the purchasing criteria of customers while purchasing medicines from
Vaidyamadham Vaidyasala and Nursing home
• To identify the whether the product have any side effects.
• To study the effectiveness of advertisement.
RESEARCH METHODOLOGY:-
Methodology is away to solve the research problem systematically. It may be
understood as the science of studying how research is done scientifically. It includes various
steps that are generally adopted by the research is studying research problem along with logic
behind them. Since serious method is ideally suitable for description research has used.
NATURE OF DATA’S:-
The data’s collected for study is mainly primary data’s which are collected
from the respondent directly research instruments. Data’s are also collected from the journals
and their special website; www.vaidyamadham.com
QUESTIONNAIRE:-
A questionnaire is formed to find out the real nature of study. This is not so
conservative it will be very easy to reach the target people.
SAMPLE SIZE:-
These refer to the number of items to be selected from the population to
contribute a sample. A sample of 50 respondents was used in the study.
SCOPE OF THE STUDY:-
Successful business planning requires about potential target market, the
competition privileges in the market, the individual and the reaction towards the products.
This study covers the satisfaction of the customer at Vaidyamadham
vaidyasala and Nursing home; Mezhathur. It helps the customers to reveal the opinion about the
silent feature of Vaidyamadham vaidyasala and Nursing home. These views and suggestions will
provide gainful information to the company to upgrade their facilities and their services.
LIMITATIONS:-
1. The research work was limited to the area of head office only. So finding may not be
applicable for other areas.
2. Due to time consideration sample size of the project is restricted to 50 only.
3. It backs reliability and accuracy become the customers are not ready to disclose the
actual problem faced by them.
4. The time available to conduct the study is restricted 15 days.
CHAPTERCHAPTERCHAPTERCHAPTER----2222
COMPANY PROFILE
REVIEW OF LITERATURE
According to early Vedic literature Ayurveda was
supposedly first passed on by Lord Brahma to sage bharadvaja. Bharadvaja in turn taught it to
other sages. One among who was punaravasa atoreya alreya taught Ayurveda to his sine
disciples namely.
Agnivesha, Bhela, Jatakarna, Parasara harita and ksharapani. These
disciples, on the basis of their own understanding of the subject, composed treatises and read
them before the expert sages. The sage’s whole heartedly approved these works and blessed
the authors.
CHARAKASAMHITHA
Charakasamhitha is a large treatise on ancient Indian medicine. It contains
eight divisions (ashtanga sthanas) viz, sutra, nidana, vinana, sharia, indriya, chikitsa, kalpa
and siddha sthanas. Each division is further divided in to numerous chapters; it describes not
only the existing knowledge about medicine aspects but also the logic and philosophy behind
the medical system. The present manuscript of charakasamhitha has a long history behind it.
As stated earlier, it was originally composed by agnivesa one of the sine student of atreya,
and it embodied the teach of the latter.
With the passage of time, as near knowledge accumulated, it looks; it was
felt necessary that Agniveshatantra should be revised. This was done by charaka and the
revised edition of Agniveshatantra comes to be called Charakasamhitha. During the ninth
century, charaka was again edited and reconstructed by a Kashmir pandit named dridhabala,
now known as panjor situated seven mile north of Srinagar.
The president form which Charakasamhitha has was given to it by
drihabala. He not only added the missing chapters but also edited the whole samhitha.
Charakasamhitha deals elaborately with subjects such as fetal generation and development
anatomy of the human body function and malfunction of the body depending up on
equilibrium or other of the three Nemours of body viz of vayu, pitta and kapha. It describes
etiology, classification, pathology, diagnosis treatment of various diseases and the science of
rejuvenation of the body. It diseases elaborately the etiology of diseases on the basis of the
tridosa theory. It gives a detailed description of the various diseases including those of the
eyes, the female genital organs, normally and abnormal deliveries and diseases of the
children. Chakara’s material medical consist chiefly of vegetable product through animal and
eart by product are also included in it. Charakasamhitha was translated from Sanskrit in to
Arabic in the beginning of the eight century and its name sharaka Indians occurs in the Latin
translation of Avicenna, Razes and Serapion a translation of the karka from Sanskrit in to
Persian and from Persian in to Arabic mentioned in the first (finished in A.D 987).It is
likewise mentioned by alberuni. Charakasamhitha was first translated in to English by A.C
Kaviratna 1897. The life and times of charaka are not known with certainly.
MODERN DEFINITION OF MARKETING
In the word of “Philip kotler” marketing is a human activity directed
at satisfying needs and wants through an exchange process”.
Regis Mekenna wrote “marketing today is not a function; it is a way of
business”. The purpose of modern marketing is to identify and establish maintain and
entrance relationship with customers and other share holders at a profit, so that the objectives
of the partners involved are meeting and this is achieved by mutual exchange and fulfillment
of promise. He further wrote “marketing is everything and everything is marketing”.
CONSUMER
An individual who buys products or services for personal use are not for
manufacture or re sale. Consumer as a person who buys goods and services foe his own
consumption for the satisfaction of his needs thus consumer is an ultimate user of the product
CONSUMER SATISFACTION
Consumer satisfaction means finding the consumers are satisfied with the
medicine of vaidyamadham or not. The primary aim of every business organization is to
satisfy the wants and needs of the consumers and their profit making is considered.
DEFINING CONSUMER VALUE AND SATISFACTION
Consumer value is a marketing and business concept that attempts to
analyze the satisfaction received by a customer from a purchase. More importantly, it tries to
analyze the likelihood that the consumer will become a repeat customer providing ongoing
business for the firm. Businesses analyze "customer value" in an attempt to solidify a
customer base, study product performance and to market the product more effectively.
Consumer value is one of the latest ways in which marketers have
sought to analyze customer satisfaction. Customer satisfaction is important because it leads to
repeat purchases. Customer satisfaction is especially important when the market is
"saturated." In those situations, growth may only be possible through taking market share
from competitors. Further, when consumers perceive consumer value to be high, they will
spread the reputation of the firm through word of mouth, which can lead to more sales.
Value chain
The value chain is a model that describes a series of value adding activities
connecting a company’s supply side (raw materials, inbound logistics and production
process) with its demand side (at bound logistics, marketing and sale). By analyzing the
stages of value chain, managers have been able to redesign their internal and external process
to improve efficiency and effectiveness.
Creating value in any stages of a virtual value chain involves a sequence of five
activities: gathering, organization, and selecting, synthesizing and distributing information.
MEASURING OF SATISFACTION
Issue of quality and accountability in social care for older people are increasing
importance. A key factor in determining quality is indent to which older people themselves
are satisfied both the assessment of their needs and the services provides. The 1997 White
paper, modernizing social service, stated that local authorities will need to establish authority
wide objectives and performance measure to improve the quality of services
In measuring quality, the white paper stipulated that social service depts. would
need to designed administration satisfaction surveys as one meaning of capturing user and
carrier, perception and experience of service. This paper attempts to highlight some of the
main issue to be considered when designing and conducting such surveys with older success
of community care services. Through a review of the British and north American literature on
older people’s satisfaction with service, current approaches to measuring satisfaction are
outlined and the relationship between the satisfaction and circumstances of the older people
and their responses to satisfaction question is examined the paper concludes by offering some
solution to over coming current problems by drawings conclusion about quality from survey
finding. So that older people’s opinions about the services they receive can begins to be
assessed in more meaningful way.
CCCCHHHHAPTERAPTERAPTERAPTER----3333
DATA ANALYSIS AND INTERPRETATION
DATA ANALYSIS AND INTERPRETATIONS
The term analysis refers to the complication of certain measures along with
searching for patter of relationship that exist among data group. In other words the term
analysis refers to closely related operation that are performed with the purpose of
summarizing the collected data and organizing in such a manner that yielding answer to the
question in sample words. It means studying the tabulated matter in order to determine
inherent facts and meaning. Analysis involves organizing the data in manner and
interpretation that explain facts and figures. This interpretation proceeds to knowledge the
analysis is hardly complete without interpretation coming in to play. The collected data was
analysis by using simple percentage analysis method percentage was calculated taking the
number of respondent for particular criteria or parameter against the total number of
respondent.
The data were collected from 50 customers of Vaidyamadham. The
factors considering for evaluating customer satisfaction preference to Ayurvedic Treatments.
Each factor is properly analyzed and numerical factors are presented below.
TABLE - 1
TABLE SHOWING SOURCES OF GETTING INFORMATION ABOUT
VAIDYAMADHAM
Sl.No Response Sample size Percentage (%)
1 Friends 31 62
2 Relatives 11 22
3 Advertisements 8 16
Total 50 100
CHART-1
DIAGRAM SHOWING SOURCES OF GETTING INFORMATION ABOUT
VAIDYAMADHAM
Interpretation
From this 62% of people get information from friends. 22% of have get information
from relatives and 16% have got information from advertisement.
0%
10%
20%
30%
40%
50%
60%
70%
Friends Relatives Advertisements
TABLE SHOWING REASON BEHIND THE CHOICE OF
Sl.No Response
1 Famous vaidyan
2 Best treatment
3 Image of
DIAGRAM SHOWING REASON BEHIND THE CHOICE OF VAIDYAMADHAM
Interpretation
From this 32% of people choose vaidyamadham for famous vaidyans. 52% of choose for best
treatment 16% people choose it for better image of firm
0
10
20
30
40
50
60
Famous vaidyan
TABLE-2
TABLE SHOWING REASON BEHIND THE CHOICE OF VAIDYAMADHAM
Response Sample size Percentage (%)
Famous vaidyan 16
Best treatment 26
Image of firm 8
Total 50
CHART-2
DIAGRAM SHOWING REASON BEHIND THE CHOICE OF VAIDYAMADHAM
this 32% of people choose vaidyamadham for famous vaidyans. 52% of choose for best
treatment 16% people choose it for better image of firm.
Famous vaidyan Best treatment Image from firm
VAIDYAMADHAM
Percentage (%)
32
52
16
100
DIAGRAM SHOWING REASON BEHIND THE CHOICE OF VAIDYAMADHAM
this 32% of people choose vaidyamadham for famous vaidyans. 52% of choose for best
TABLE SHOWING CUSTOMER SATISFACTION WITH THE SERVICES
PROVIDED BY PROFESSIONALS
Sl.No Response
1 Very satisfied
2 Satisfied
3 Average
4 Not satisfied
DIAGRAM SHOWING CUSTOMER SATISFACTION WITH THE SERVICES
PROVIDED BY PROFESSIONALS
Interpretation
From this 66% of customers are very satisfied with the services provide by professionals.
30% of customers are satisfied, 4% of them have average satisfaction. Nobody says that not satisfied.
0
10
20
30
40
50
60
70
Very satisfied
TABLE-3
TABLE SHOWING CUSTOMER SATISFACTION WITH THE SERVICES
PROVIDED BY PROFESSIONALS
Response Sample size Percentage (%)
Very satisfied 33
Satisfied 15
Average 2
Not satisfied 0
Total 50
CHART-3
DIAGRAM SHOWING CUSTOMER SATISFACTION WITH THE SERVICES
PROVIDED BY PROFESSIONALS
From this 66% of customers are very satisfied with the services provide by professionals.
30% of customers are satisfied, 4% of them have average satisfaction. Nobody says that not satisfied.
Very satisfied Satisfied Average Not satisfied
TABLE SHOWING CUSTOMER SATISFACTION WITH THE SERVICES
Percentage (%)
66
30
4
0
100
DIAGRAM SHOWING CUSTOMER SATISFACTION WITH THE SERVICES
From this 66% of customers are very satisfied with the services provide by professionals.
30% of customers are satisfied, 4% of them have average satisfaction. Nobody says that not satisfied.
TABLE SHOWING SATISFACTION WITH ENVIR
Sl.No Response
1 Very satisfied
2 Satisfied
3 Average
4 Not satisfied
DIAGRAM SHOWING SATISFACTION WITH ENVIRONMENTAL CONDITION
Interpretation
From this 76% of customers are very satisfied with environmental condition of hospital. 18%
of customers are satisfied with this.6% of customers
environmental condition of the hospital and nobody says not satisfied
0
10
20
30
40
50
60
70
80
Very satisfied
TABLE-4
TABLE SHOWING SATISFACTION WITH ENVIRONMENTAL CONDITION OF
THE HOSPITAL
Response Sample size Percentage (%)
Very satisfied 38
Satisfied 9
Average 3
Not satisfied 0
Total 50
CHART-4
DIAGRAM SHOWING SATISFACTION WITH ENVIRONMENTAL CONDITION
OF THE HOSPITAL
From this 76% of customers are very satisfied with environmental condition of hospital. 18%
of customers are satisfied with this.6% of customers has an average satisfaction with the
environmental condition of the hospital and nobody says not satisfied.
Very satisfied Satisfied Average Not satisfied
ONMENTAL CONDITION OF
Percentage (%)
76
18
6
0
100
DIAGRAM SHOWING SATISFACTION WITH ENVIRONMENTAL CONDITION
From this 76% of customers are very satisfied with environmental condition of hospital. 18%
has an average satisfaction with the
TABLE SHOWING OPPORTUNITY TO GIVE SUGGESTIONS AND COMPLAINTS
Sl.No Response
1
2
DIAGRAM SHOWING OPPO
Interpretation
From this 58% of customers get an opportunity to give suggestions and complaintsans42% of
customers do not get it.
0
10
20
30
40
50
60
TABLE-5
RTUNITY TO GIVE SUGGESTIONS AND COMPLAINTS
Response Sample size Percentage (%)
Yes 29
No 21
Total 50
CHART-5
DIAGRAM SHOWING OPPORTUNITY TO GIVE SUGGESTIONS AND
COMPLAINTS
From this 58% of customers get an opportunity to give suggestions and complaintsans42% of
Yes No
RTUNITY TO GIVE SUGGESTIONS AND COMPLAINTS
Percentage (%)
58
42
100
RTUNITY TO GIVE SUGGESTIONS AND
From this 58% of customers get an opportunity to give suggestions and complaintsans42% of
TABLE SHOWING CUSTOMER PROVIDED WITH MEDICAL BENEFITS
Sl.No Response
1
2
DIAGRAM SHOWING CUSTOMER PROVIDED WITH MEDICAL BENEFITS
Interpretation
From the 78% of customers were not getting the medical benefits and 22% of customers are
getting the medical benefits.
0
10
20
30
40
50
60
70
80
TABLE-6
SHOWING CUSTOMER PROVIDED WITH MEDICAL BENEFITS
Response Sample size Percentage (%)
Yes 11
No 39
Total 50
CHART-6
DIAGRAM SHOWING CUSTOMER PROVIDED WITH MEDICAL BENEFITS
From the 78% of customers were not getting the medical benefits and 22% of customers are
Yes No
SHOWING CUSTOMER PROVIDED WITH MEDICAL BENEFITS
Percentage (%)
22
78
100
DIAGRAM SHOWING CUSTOMER PROVIDED WITH MEDICAL BENEFITS
From the 78% of customers were not getting the medical benefits and 22% of customers are
TABLE SHOWING OPINION REGARDING THE QUALITY OF MEDICINES
Sl.No Response
1 Very
2
3 Average
4 Not
DIAGRAM SHOWING OPINION REGARDING THE QUALITY OF MEDICINES
Interpretation
From this 56% of customers have a very good opinion regarding the quality of medicine. 26%
of customers have an average opinion and 6% of the customers only believe that the qualities of
medicines are not up to the mark.
0
10
20
30
40
50
60
Very good
TABLE-7
TABLE SHOWING OPINION REGARDING THE QUALITY OF MEDICINES
Response Sample size Percentage (%)
Very good 28
Good 13
Average 6
Not up to mark 3
Total 50
CHART-7
DIAGRAM SHOWING OPINION REGARDING THE QUALITY OF MEDICINES
From this 56% of customers have a very good opinion regarding the quality of medicine. 26%
of customers have an average opinion and 6% of the customers only believe that the qualities of
Very good Good Average Not up to mark
TABLE SHOWING OPINION REGARDING THE QUALITY OF MEDICINES
Percentage (%)
56
26
12
6
100
DIAGRAM SHOWING OPINION REGARDING THE QUALITY OF MEDICINES
From this 56% of customers have a very good opinion regarding the quality of medicine. 26%
of customers have an average opinion and 6% of the customers only believe that the qualities of
Not up to mark
TABLE SHOWING OPINION ABOUT PUBLIC RELATION ASPECT OF
Sl.No Response
1 Very
2
3 Average
4 Not
DIAGRAM SHOWING OPINION
Interpretation
From this 52% have a very good opinion about the public relation aspects vaidyamadham.
24% of customers have a good opinion. 16% of customers have an average opinion and 8% of
customers have the opinion which is not up to mark.
0
10
20
30
40
50
60
Very good
TABLE-8
SHOWING OPINION ABOUT PUBLIC RELATION ASPECT OF
VAIDYAMADHAM
Response Sample size Percentage (%)
Very good 26
Good 12
Average 8
Not up to mark 4
Total 50
CHART-8
DIAGRAM SHOWING OPINION ABOUT PUBLIC RELATION ASPECT OF
VAIDYAMADHAM
From this 52% have a very good opinion about the public relation aspects vaidyamadham.
24% of customers have a good opinion. 16% of customers have an average opinion and 8% of
customers have the opinion which is not up to mark.
Very good Good Average Not up to mark
SHOWING OPINION ABOUT PUBLIC RELATION ASPECT OF
Percentage (%)
52
24
16
8
100
ABOUT PUBLIC RELATION ASPECT OF
From this 52% have a very good opinion about the public relation aspects vaidyamadham.
24% of customers have a good opinion. 16% of customers have an average opinion and 8% of
TABLE SHOWING EFFECTIVENESS OF TREATMENT
Sl.No Response
1
2 Some times
3 Depends
4 Surely not
DIAGRAM SHOWING EFFECTIVENESS OF TREATMENT
Interpretation
From this 58 % of customers always received effective treatment. 10% of customers some times
received effective treatment. 28% of customers have opinion that it is depends on and 4% of
customers have not sure about it.
0
10
20
30
40
50
60
Always
TABLE-9
BLE SHOWING EFFECTIVENESS OF TREATMENT
Response Sample size Percentage (%)
Always 29
Some times 15
Depends 14
Surely not 2
Total 50
CHART-9
DIAGRAM SHOWING EFFECTIVENESS OF TREATMENT
From this 58 % of customers always received effective treatment. 10% of customers some times
received effective treatment. 28% of customers have opinion that it is depends on and 4% of
Some times Depends Surely not
BLE SHOWING EFFECTIVENESS OF TREATMENT
Percentage (%)
58
10
28
4
100
DIAGRAM SHOWING EFFECTIVENESS OF TREATMENT
From this 58 % of customers always received effective treatment. 10% of customers some times
received effective treatment. 28% of customers have opinion that it is depends on and 4% of
TABLE-10
TABLE SHOWING OPINION OF CUSTOMERS REGARDING EASINESS TO
FOLLOW SERVE INSTRUCTIONS IN AYURVEDIC TRAETMENT
Sl.No Response Sample size Percentage (%)
1 Yes 44 88
2 No 6 12
Total 50 100
CHART-10
DIAGRAM SHOWING OPINION OF CUSTOMERS REGARDING EASINESS TO
FOLLOW SERVE INSTRUCTIONS IN AYURVEDIC TRAETMENT
Interpretation
From this 88% of customers felt that it is easy to follow serve instruction of Ayurvedic
treatment and 12% of people have not such opinions.
0
10
20
30
40
50
60
70
80
90
100
Yes No
TABLE-11
TABLE SHOWING READINESS TO RECEIVE SERVICES FROM
VAIDYAMADHAM
Sl.No Response Sample size Percentage (%)
1 Yes 38 76
2 No 12 24
Total 50 100
CHART-11
DIAGRAM SHOWING READINESS TO RECEIVE SERVICES FROM
VAIDYAMADHAM
Interpretation
From this 76% of customers are wish to receive services from the same institution and 12% of
customers are not wish to receive services from the same institution.
0 10 20 30 40 50 60 70 80
Yes
No
TABLE SHOWING READINESS TO RECOMMEND VAIDYAMADHAM
Sl.No Response
1
2
DIAGRAM SHOWING READINESS TO RECOMMEND VAIDYAMADHAM
Interpretation
96% of customers are ready to recommend vaidyamadham for their friends and
customers are not ready to recommend it.
0 20
Yes
No
TABLE-12
TABLE SHOWING READINESS TO RECOMMEND VAIDYAMADHAM
Response Sample size Percentage (%)
Yes 48
No 2
Total 50
CHART-12
DIAGRAM SHOWING READINESS TO RECOMMEND VAIDYAMADHAM
96% of customers are ready to recommend vaidyamadham for their friends and
customers are not ready to recommend it.
20 40 60 80 100
TABLE SHOWING READINESS TO RECOMMEND VAIDYAMADHAM
Percentage (%)
96
4
100
DIAGRAM SHOWING READINESS TO RECOMMEND VAIDYAMADHAM
96% of customers are ready to recommend vaidyamadham for their friends and relatives. Only 4% of
CHAPTER-4
FINDING AND SUGGESTIONS
FINDINGS
� Majority of the customers are highly satisfied about the service providing by the vaidyamadham
� Vaidyamadham provides first rate quality medicines.
� Vaidyamadham has highly satisfying delivery system of medicines.
� Vaidyamadham has fine infrastructure facilities.
� Most of the customers choose vaidyamadham due to better treatment.
� The service charges of affordable to majority of customers.
� Vaidyamadham has good institutional setup human resource, financial setup in physical assets.
� Vaidyamadham has very good public relation system.
� Vaidyamadham has good and tidy environment conditions.
SUGGESTIONS
� In order to improve the availability of medicines, the vaidyamadham should start more
agencies in all over Kerala.
� Facilities that are provided in canteen need to be improved.
� Provide special Ayurvedic treatment like, panchakarma, dhanyaamladhara, and sirovasti at
affordable cost
� Vaidyamadham should give more advertisements in news papers and television to make the
firm known all over Kerala.
� Appoint more employees to render the medicines fast, by this reduce the customers waiting
time.
� Employ proper feed back system to know whether the customers are facing any problems and
to get information to improve the service provided. It will help to enhance the confidence of
customers towards vaidyamadham.
� The library facilities necessitate to get better and daily available.
� It will be nice of vaidyamadham provides transport facilities.
� There is prominent scope for research in Ayurveda. Seminar and workshops based on current
trends in Ayurveda will help to attract common people to this traditional treatment system.
� Out reach programs can be carried out by vaidyamadham.
CHAPTER-5
CONCLUSION
CONCLUSION
The study was conducted to measure the level of customers
satisfaction when the vaidyamadham. It is also aimed to find the attitude of customers
towards vaidyamadham vaidyasala. Detailed analysis was maid based on the data collected
with the help of which inference drawn and finding and suggestions are given.
The study reveals that the majority of respondent were
satisfied when the vaidyamadham. The customers is also very much satisfied with the service
provide personal. Still there is need for improvement in advertisement to increase the reach of
information about the vaidyamadham. The main aim of the organization is to provide
medicine for the economically backward people in the community. From this it can be
conclude customer satisfaction is the key store for the success of every congener oriented
organization. By the considering view of customers, organization can achieve successful also.
APPENDIX
QUESTIONNAIRE:-
1. From where did you get information about Vaidyamadham?
Friends Relatives Advertisement
2. State the reason behind your choice of vaidyamadham?
Famous vaidyans Best treatment Image of firm
3. Are you satisfied with service provided by professionals?
Very satisfied Satisfied
Average Not satisfied
4. Are you satisfied with the environmental conditions of hospital?
Very satisfied Satisfied
Average Not satisfied
5. Is there any opportunity to give suggestions and complaints?
Yes No
6. Are satisfied with medical benefits?
Yes No
7. What is your opinion regarding the quality of medicine?
Very good Good
Average Not up to mark
8. Can you comment upon the public relation aspects of Vaidyamadham?
Very good Good
Average Not up to mark
9. Whether the treatment that you received is effective?
Always Some times
Depends Surely not
10. Is it easy to follow severe instructions which are considered as essential part of Ayurvedic
treatment?
Yes No
11. Whether you wish to receive services from the same institution?
Yes No
12. Will you recommend Vaidyamadham for your friends and relatives?
Yes No
13. Why do you prefer Ayurvedic treatment over allopathy?
No side effect Cure forever Trust in Ayurveda
14. Are you comfortable with the place where Vaidyamadham located?
Comfortable Not comfortable
15. Are you at vaidyamadham first time for treatment?
Yes No
16. Are you satisfied with the canteen facility?
Yes No
17. Have you experienced any draw back from here?
Yes No
18. What is the company’s response to your complaint?
Very fast Fast
Slow No response
19. Are you satisfied with the modern medicine and treatment in vaidyamadham?
Very good Satisfied
Poor Very poor
20. Whether service charges and other expenses are affordable?
Yes No
BIBLIOGRAPHY
BOOKS
• Principles of Marketing, Philip Kotter
• Marketing Management, C.N. Sontaki
• Marketing Management, A.Vinod
WEBSITES
• www.vaidyamadham.com
• www.ayurvedainindia.com
• www.businessindiaindiaonline.com
• www.brandonline.com
• www.vedamsbooks.com
• http://en.wikipedia.org/wiki/customerstatisfaction