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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