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Research Methodology

Survey Topic

To check consumer awareness among thepeople of the country.


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What is Consumer Awareness?

Consumer awareness is making the consumer aware of His/her

rights.

A marketing term

Consumers awareness about products or services, its characteristics

and the other marketing P's.

"word of mouth: A popular source of increasing consumer

awareness

An effective tool toward achieving Consumer Education, Protection

Awareness of Consumer Rights


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Need of Consumer Awareness

General observation: People for, whom various schemes have beentaken up by Bureau of Indian Standards (BIS), in fact, do not get benefit

as expected mainly because of

Lack of awareness of these schemes and their benefits.

Only knowledgeable and alert consumers being few in numbers are aware

of their rights and responsibilities can protect themselves effectively.

Making existing and potential customers knowledgeable about

products/services as consumer awareness programs create more

informed buying decisions.

Lack of basic consumer education particularly in rural market.

To eliminate the misleading of consumers by producers.


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Consumer Education

DEFINITION OF A CONSUMER

Consumers are people who buy goods and services to satisfy theirneeds.

Issues that Consumer Education concerns with What to buy? How much to buy? When to buy? Where to buy? How to buy? How to use?


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Problems Faced by Consumers

Price Variation Adulteration and Poor Quality Non-availability - Hoarding and Black Marketing Defective Weights and Measures Deceptive Trade Practices Poor Consumer Guidance Lack of Standardised Products


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Solution A Market SurveyA survey within the consumer market which will help us to come to a

conclusion whether people are really concerned about theirconsumer rights.

Objective of Survey An close ended survey targeted towards the prevalent sample of

People i.e. Consumers Target consumers mainly living in the urban area i.e. Mumbai &

Suburbs To ask questions to the consumer which will mainly focus on

Buying practices of consumers Any problem experienced during their purchase/usage About certain Consumer Protection Provisions Primary questions regarding personal information such as Age, Education,

Income etc.


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Survey Details

A survey containing a sample of 100 individuals with series 17 closeended questions.

Sampling technique : Random sampling Hypothesis : The Consumer are NOT aware about the proper buying

practices & Consumer protection Rights. Drawing inferences from the sample data collected to compare it

with the actual hypothesis . To examine the buying behavior of the consumers. Examine certain relations between 2 or more questions to analyze

the validity of the relation.


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1. Do you examine the expiry date of the fooditems and medicines when you buy them?

Yes-73%

No-27%


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2. Have you ever cross checked theweights of the products mentioned on

the package?

Yes-36%

No-64%


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3. Do you check the standardization of goodswhen you buy?

(eg. ISO, HALLMARK)

0

10

20

30

40

50

60

70

yes no


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STANDARDIZATION MARKS

ISI Mark AGMARK

FPO Wool Mark ECO Mark Labels Packaging


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4. Do you check the M.R.P. (Maximum RetailPrices) before buying the products?

0 20 40 60 80

Yes

No


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5. Have you ever come across adulteration infood stuff?

40

45

50

55

YesNo


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6. If yes, did you complain to?

Shopkeeper-44%

Main Supplier-12%

Media-3%

Other-41%


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7. Was your complaint to thesupplier/shopkeeper attended by him to your

satisfaction?

46

47

48

49

50

51

52

Yes No


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8. What should be the punishment given to theoffenders?

05

10152025

303540

Responses

Responses


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9. Have you heard about the ConsumerProtection Act?

0

1020

30

40

50

60

70

Yes No


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What is Consumer Protection Act 1986 The act came into effect first on December 24, 1986

The act is applicable in all states in India except in Jammu and

Kashmir.

The act makes provisions to include both tangible goods and

intangible services purchased from a trader or service provider.

The act can apply to any consumer who uses the product for non-

commercial activities.


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What is Consumer Protection Act 1986

The act in itself is rosy and seems omnipotent to

promote consumerism in India.

The consumer courts have the authority similar

to that of a Judicial Magistrate of the first class in

attaching properties and arresting persons in case

any of its verdicts are violated or not adhered.


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Rights of consumers. Right to Safety

Right to be Redressed

Right to Information

Right to Choose

Right to be Heard

Right to Consumer Education


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10. Are you aware of consumer courts, forredressal of grievances of consumers?

Responses

Yes-55%

No-45%


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Consumer Disputes Redressal Agencies

The Central Govt. has created 3 tier system for

consumer redressal these are as follows:

National Consumer Disputes Redressal Commission State Consumer Disputes Redressal Commission

District Consumer Disputes Redressal Commission


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11. If yes, have you ever filed a case in theconsumer court?

Responses

Yes

No


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Correlation between readingawareness

79% of the sample have the newspaper reading habit & watchingnews channels

An observed 60% awareness about the CPA.


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12. Do you read newspaper, watch newschannels?

Responses

Yes-79%

No-21%


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13. Monthly Income.

0 to 10,000

10,000 to 20,000

20,000 to 30,000

30,000 & abv.

0 5 10 15 20 25 30

Incomes

Incomes


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14. Age

Age

10 to 20-17%

20 to 30-68%

30 to 40 -15%

40 and abv.-0%


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15. Education.

Education

S.S.C-9%

H.S.C-15%

Graduation-48%

PG-28%


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16. Gender.

Gender

Male-69%

Female-31%


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17. According to you what are the steps governmentshould take to in order to make people aware about

the consumer rights and duties? (Optional)Most observed Answers: Ads on TV by role model Compulsory announcements in food courts, theatres Pamphlets, handbills Big hoardings on platforms People should know about the law and govt. should be

responsible behind this All laws should be compulsory Fines and penalties for non compliance of laws


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Conclusion. Buying behaviour:

Buying practices of consumers is fairly enough based on data i.e. Expiry Check: 73% Standardization of product: 62% Weight check: 36% M.R.P.: 75%

Adulteration Experiences & Actions taken 45% experiences encountered While maximum complaints made only to Shopkeepers .


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Conclusions Cont

Awareness about Consumer Rights 60% awareness among the sample of data

regarding CPA & Consumer Courts However only 25% have registered cases

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