Amway Complete Project

A STUDY ON CUSTOMER SATISFACTION 2019
TOWARDS AMWAY PRODUCTS
EXECUTIVE SUMMARY
After liberalization the Indian market is open to wide competition. The market
underwent a change and the average customers have become more aware and demands
greater value of money. India being 2nd fastest growing economy in the world and next
to china. Service sector dominants the economy today by contributing half of the
national income. In India the 90s one in every two India’s earn his livelihood by
providing service with best job best income and best talent the service sector is the new
showcase of the Indian economy. Moreover technological developments have made this
possible for India to complete global basis.
SRI KRISHNA ADITHYA COLLEGE OF ARTS AND SCIENCE DEPARTMENT OF COMMERCE CA& CS Page 1
CHAPTER I
INTRODUCTION
Introduction
 Marketing is the action, set of organizations, and processes for creating, communicating,
interacting, delivering and exchanging offerings that have value for clients, consumers,
partners and society at large. Marketing is the social path by which individuals and
organizations obtain what they need and want, through generating and exchanging value
with others.
 Customer satisfaction study is the method to monitor the satisfaction proportion of their
people. Satisfied customers, loyal customers, hard core loyal, potential customers are the
four categories of customers.
 Customers play an important role for the organization to success, so they are retained for
long periods of time and this happens when the customers are satisfied. Therefore
customer satisfaction is necessary and it should be playing a vital role in organisation
success.
Objectives of the study
1. To understand the socio-economic profile of the customers.

2. To study the customers‟ preference and awareness towards Amway products.
3. To identify perception among customers towards the products.
4. To identify the problems faced by the customers.
5. To know the satisfaction level of customers.
6. To offer suggestions based on the findings of the study.
NEED FOR THE STUDY
This research is done to know the mind-set of the customer, with the help of which the
organizations will become alert of their pitfalls or drawbacks and in turn can also make
improvements in the product about the level of satisfaction of the customers towards their
offerings in the marketplace.
Scope of the study
The study conducted by the researcher would enable the company to know the
customers‟ level of perception and satisfaction. From the study the company may come to
know the problems faced by their customers which may help to take suitable steps to solve
them and increase their valuable customers with good level of satisfaction and delight. The
study will also help the distributors of Amway products to know the preference, level of
satisfaction of customers and then relationship with them.
NATURE OF THE STUDY

The study is made an attempt to analyze the customer satisfaction and dissatisfaction
towards Amway products
2.1 RESEARCH DESIGN:
A research design is the arrangement of conditions for collection and analysis of data in a
manner that aims to combine relevance to the research purpose with economy in preceding the
research design is descriptive in nature. A statement of the problem indicates what information is
required to cover all phase required. The study design provides specific methods for collecting
sources of data. Here Random sampling technique is used to select the respondents. Descriptive
research includes surveys and fact findings, enquires of different kinds. The major purpose of
Descriptive research is description of state of affairs, as it exists at present.
2.2. Data Design

Primary data which are collected freshly for the first time for a specific purpose in mind
using the questionnaire method.
2.3. Sampling Design

The sampling means a definite plan for obtaining a sample from various customers.
Randomsampling method was used in this research. The sample size for this survey is 150
questionnaires as taken as sample from various customers.
DATA COLLECTION METHOD:

Data refers to the information or a fad. it not only refer to the numerical figure but also
include descriptive facts. The method of data collection includes two types of study such as
primary data and secondary data.
Primary data collection:
It was directly collected from the customers and executives .The information collected from
executive and customers through personal and direct interview to collect primary data, a
detail and structured questions are formed to suit the objectives of the study which contain
definite and predetermined questions, containing information to sales and service and its
products.
primary data is the data that is collected to the first time by the researchers. The primary data
are collected with specific objectives, to access the current situation of any variable study.
primary data is useful only for a particular period.
Methods of primary data collection:

The main three methods used in primary data are:
 Questionnaire
 Schedule
 Observation
In this study questionnaire method have been
QUESTIONNAIRE:
In this method sequence of questions are arranged in a particular order with the help of Google
sheet.The questionnaire is filled by the respondents. The questionnaire is considered as the heart
of the survey.
Secondary data collection method:

It was mainly used to support the primary data. Secondary data was collected through
books,journals,old report and annual reports,significant,literature from the organization,
previous report , magazines, vouchers etc..,
RESEARCH TOOLS
The tool used here to identify the satisfaction of Bajaj automobiles customers with the help of
structured questionnaires. These questionnaires are prepared to get necessary and required
information from respondents to predict the satisfaction level through this survey. The statistical
tools used are
a. Percentage Table c. bar chart
b. b. pie chart d. weighted average
SAMPLING METHODOLOGY
A) Research approach: Survey method
B) Research instrument: Questionnaire
C) Contact method: Personal contact
D) Sampling unit: Customers Amway .
E) Sample size: 100 SAMPLE SIZE: The sample taken to carry out this study is 150 customers
of “AMWAY” who purchased and AMWAY Product
Introduction :
 World over multi-level marketing (MLM) has become a successful concept which
provide opportunities for the emergence of successful entrepreneurs.
 Multi-level marketing is the fastest growing sector of the direct selling industry in the
world during the last six to nine years. Moreover it is becoming more popular day by
day due to the minimum risk involved.
 The reason for the growth of multi-level marketing business is simple; there are more
people looking for opportunities to earn additional income to supplement to their
regular income.
 Multi-level marketing is one of the forms of direct selling method which is also known
as Network Marketing. Multi-level marketing enables customers to receive goods
directly from the manufacturer.
 Amway is the third top of multi-level marketing company operating in India. It is known to
be the king of multi-level marketing industry which promotes individual entrepreneurship
through its innovative direct selling approach of world class products.
OBJECTIVES
 The main objectives of this study is to analyse the customer satisfaction. To know the
customer preference.
 To study the behavioural factor of consumers in MLM (AMWAY PRODUCTS)
 To suggest various factor that improve sales.
Statement of problem
 In this competitive world lot of MLM companies are there in the market
and they have verity of product as well
 Some of them are successful and few are not doing well here we have
taken an attempt to study about a company Amway which his really
success full for more than a decades on selling healthcare , personal care,
home care . color cosmetics to the customers
 Limitations of the Study
 This study suffers from some limitations. Amway products are some
of the things that we use in our day to day life. There are a number of
Amway products are available, but the data have been collected from
respondents those who use only the following products Toothpaste,
Protein Powder, Hair Oil,Nutrilite Daily, Toilet Soap
 When the researcher went to the field for collecting data, there were
some difficulties. Most of the respondents were reluctant to express
their response immediately.
 Due to time and cost constraints, the number of respondents and
geographical area are limited.
CHAPTER SCHEME
CHAPTER - I
 Introduction
 Marketing
 Statement of the problem
 Need of the study
 Objective of the study
 Research Methodology
 Limitation of the study
CHAPTER - II
 Review of literature
CHAPTER - III
 Theoretical frame work
 Introduction of the company
CHAPTER - IV
 Analysis & interpretation
CHAPTER – V
 Finding
 Suggestion
 Conclusion
Appendix
 Bibliography
 Questionnaire
CHAPTER II
Review of literature
REVIEW OF LITERATURE:
Review of literature provides a description, summary, and critical evaluation of each

work done by earlier analysts related to the particular area of the study. It also enables the
researcher to measure the scope for future study and to frame appropriate objectives for the
present study. Scholarly journals, books, dissertations, conference proceedings, etc., were
reviewed by the researcher in this chapter that is relevant to a particular issue, theory or
area of research.
Review of Indian studies
1. Rekha Choudhary & Karnal (2013) Amway India, Avon, Tupperware, Oriflame,
Modicare and Hindustan Lever Network are the major network marketing players in the
Indian market. The authors found that the multiplying effect on network marketing will
expand when the distributors continue their recruiting or sponsoring efforts.
2) Pravin Kumar and Dr. Asha (2012) This study focuses on the effectiveness of FMCG
distribution channels with respect to the satisfaction of consumers in the rural market. Two
companies - Hindustan Unilever Limited (HUL), and Godrej Consumer Products Limited
(GODREJ), which are pioneers in Fast Moving Consumer Goods (FMCG) in the rural
market were selected to study their distribution channels in two rural districts of Maharashtra
3) Suman .M, Anuradha and Manasa Veena (2012) For any business to be successful it must
find a perfect way to approach its customers. Authors mainly concentrated and studied on
why they apply data mining for direct marketing, how they apply and the problems one faces
while applying data mining concept for direct marketing and the solutions for them in direct
marketing.
4) Suman .M, Anuradha and Manasa Veena (2012) For any business to be successful it must
find a perfect way to approach its customers. Authors mainly concentrated and studied on
why they apply data mining for direct marketing, how they apply and the problems one faces
while applying data mining concept for direct marketing and the solutions for them in direct
marketing.
5) Rekha Attri and Sunil Chaturvedi (2011) This paper attempts to study the ethical issues
involved in multilevel marketing and its awareness amongst the public. The genuineness of the
products offered in relation to value for money and product quality is another area of study of
this paper.
6 ) Chamikutty and Preethi (2010) This study projected Amway more as a FMCG company
and less as a direct marketing business, the company will now start with the category
advertising soon to "to educate customers about the brand as many people don't know us."
7) Lakshmi and Akhila (2009) This research paper is based on a survey in a direct selling
organization. It envisages the need to study the factors that influence the quality of work life
of employees in the company. The primary data was collected from the salesmen of this
organization, using a questionnaire.
8) Balu .N (2009) Multi level marketing through direct selling has changed the paradigm of
Indian Consumer market. He conducted a study which reveals that the multi level marketing
industry sales consist of less than 2% of entire retail sales of India, which covers only a
fraction of the society.
9) Sreekumar, Sasmita and Swapna (2008) Network Marketing (NM) also known as the
multi-level marketing started in the late nineties in India has become popular with the Indian
mass breaking the age, income and qualification barriers.
10) Subramanian. B (2007) Conducted a study on the current trend and future challenges of
network marketing in India. The study pointed out that networking is an art; with it great
things can be achieved and without it even smaller things will become difficult to
comprehend. As business venture network marketing has taken different nomenclatures multi
level marketing, retailing, customer centric and relationship marketing and all these need to
be nurtured, tested and translated in the exact sense as they should be.
11) Sreekumar. P (2007) Multi Level Marketing (MLM) is embracing more and more arenas
today. Insurance business is just one among them. Insurance sector makes available long
term debt for the economic development of the country.
Review of International studies
12) Yared Ademe (2012) Customer satisfaction is the main ingredient for effective
implementation of network marketing strategy and its success in the market. Satisfied
customers will be loyal and create strong relationship with the company.
13) Florian, Thomas and Wieseke (2012) The investigation extends research on house-
brand programs from the traditional focus on household and consumer goods to a personal
selling context.
14) Chia-Chi Chang and Shu-Hei Chen (2012) This article focuses on the importance of
salesperson extra-role service directed at customers (or so-called salesperson extra-role
customer service. SERCS) and concentrated on understanding how many different types
SERCS exist.
15) Johny and Suliman (2011) The purpose of this paper is to provide an empirical assessment of
the degree to which global firms have penetrated markets in emerging countries in the new
millennium. The focus is on the “big four” emerging countries of Brazil, Russia, India, and
China (BRIC), and the study examines penetration in three product categories: beer, hair care,
and carbonated soft drink
CHAPTER 3
CHAPTER 3
COMPANY PROFILE:
Introduction:
Today selling becomes very easy through the entry of multi-level marketing concept. The
concept of multi-level marketing attracts more companies to sell their products to a large
number of consumers and it is a fact that each and every individual can join the business and
earn sufficient income by selling the products without any investment or risk. Another factor
that helps any company to become successful in multi-level marketing business is the attitude
towards customer service and satisfaction. The key to build a successful business is to believe
that customer is the king. Only this belief holds good for any business and more for multi-level
marketing businesses.
Origin of MLM (Multi-level Marketing)
In the early 1920’s, multi-level marketing concept was introduced by Carl Rehnborg.
By using the concept of multi-level marketing, he began to sell the major line of vitamins in
the United States through his California Vitamin Corporation, which is renamed in 1939 as
Nutrilite Products Company, Inc.
 Amway – one of the world's leading direct selling enterprises
Amway Corporation
Amway, a subsidiary of Alticor, is the largest multi-level marketing (MLM)

organization in the world. Amway, an abbreviation of
“American Way” was coined in 1959 by the founders, Jay VanAndel and Richard
DeVos.
Amway is about people connecting people to better way of life. Amway Corporation
is one of the largest Direct Selling companies in the world. It is a multinational direct-selling
company using multi-level marketing techniques that sells a variety of products, primarily in
the health, beauty, and home care markets.
Today, Amway is a multibillion-dollar international business representing freedom
and opportunity to millions of people in more than
100 countries and territories around the world.
It owns and operates 15 global manufacturing and process plants around the world. Amway
is a prominent and active member of the regional and national direct selling associations
worldwide.
In the following decades, Amway Corporation successfully established itself as a leading
multilevel marketing business, built on strong values and founding principles that continue
to sustain the company today.
Manufacturing
Almost all Amway India products are manufactured in the country through seven third-party
contract manufacturers.
To bring the identified contract manufacturers’ production facilities and skills to international
standard, Amway has invested US$ 4 million (Rs.20Crores) in the transfer of world-class
technology to the contract manufacturers.
Amway’s first state of the art LEED certified greenfield manufacturing facility will go alive
till the End-2014 - early 2015 at an investment of Rs.580Crores at 40 Acre Plot located at
Nilakottai (Dindigul District) in Tamil Nadu, and will manufacture Nutrition and Beauty products
predominantly.
Sales:
Amway is operating in all states of India in which Tamil Nadu is among the top five states for
Amway in India.
Amway India has recorded a sales turnover of over Rs.2188crore in 2012, a 7% growth over its
2011 sales turnover of Rs.2130crore and it has set a top line target of Rs.5,000crore for 2020.
India, Japan, Korea, Malaysia, Russia, Taiwan, Thailand, Ukraine and the United States. The
sales of 2012 in the top ten markets for Amway is given in the followed table.
Rank Country Sales($) Growth rate
1 China 4,385 +1%
2 Japan 1,185 +2%
3 Korea 885 +2%
4 United States 861 +5%
5 Russia 629 +19%
6 Thailand 568 +10%
7 India 493 +7%
8 Taiwan 340 +8%
Amway Business Owners (ABOs)
Distributors of Amway are also known as Amway Business Owners. They are individuals
who enter into a written contract with Amway to operate in one of the three categories –
Retail Consultant, Certified Retail Consultant, or Business Consultant.
Anybody who is interested in exploring the Amway Business Opportunity may apply to
become a Retail Consultant.
The prerequisite is straightforwardness which includes both signing a contract and

completing an on-line Orientation. Retail Consultants establish their own customer base and
are authorized by Amway to procure and fulfill orders for their customers. There is no cost
of joining the Amway business. Amway Business Owners are independent contractors and
not employees of the company.
Awards:
 Amway was awarded for the multi-level marketing business as the “increased
business star award of the Millennium” by the Karnataka Welfare Association in
October 2000.
 The World Blind Union presented an award and citation to Amway India in 2003,
for its peerless work for the blind child.
 Aaj Tak, a leading Hindi News Channel and part of the Living Media (India Today)
Group presented the Aaj Tak Care Award to Amway India in 2012 for its initiatives
in the field of Education.
 CMO Asia conferred the Asia’s Best Practices CSR Award to Amway India in 2012
for its initiatives in education 2015
 The Asian Confederation of Businesses conferred the Asian CSR Leadership Award
to Amway India for its Education initiatives in 2016
Organizational Chart
CHAPTER IV
CHAPTER – IV
Analysis and interpretation
4.1 Table showing in the Age of the respondent
Age No Percentage
21 - 30 43 28.7%
31 - 40 63 42.0%
41 - 50 31 20.7%
51 & above 13 8.7%
Total 150 150%
INTREPRETATION:
All the respondents were classified under four age groups as shown in the table. It is inferred that
42% of the respondents are in the age group of 31 – 40, 28.7% of the respondents are in the age
group 21 - 30, 20.7% in the group 41 - 50. A few respondents being in the age group 51 and
above.
4.1 Chart showing in the Age of the respondent
70
63
60
50
43
40
31
30
20
13
10
0
0
Age 21 - 30 31 - 40 41 - 50 51 & Total
above
4.2 Table showing in the Gender of the respondent
Sex No Percentage
Male 65 43%
Female 85 57%
Total 150 100%
INTREPRETATION:
From the above table it is inferred that majority of the respondents
43% are male, and only 57% of the respondents are male. Most of all were female respondent.
90
85
80
70
65
60
50
40
30
20
10
0
Male Female Total
4.3 Table showing in the Education qualification of the respondent
Education Qualification Number of respondent Percentage

Degree 45 45%
Post degree 40 40%
Diploma 40 40%
Professional 25 25%
Total 150 150
Interpretation
The above table showing majority degree 45% of the respondent belongs to the middle
level post degree40% and Diploma 40% and less than will professional 25%.
4.3 Chart showing in the Education qualification of the respondent
50 45
40 40
40
30 25
20 Number of respondent
10
0
Degree Post degree Diploma Professional Total
4.5 Table showing in the Salary of the respondent
Salary Number of respondent Percentage

10,001-20,000 40 40%
20,001-30,000 40 40%
30,001-40,000 45 45%
40,001-50,000 25 25%
Total 150 150
Interpretation
The above table showing majority (10,000-20,000)40% of the respondent belongs to the
middle level (20,000-30,000)40% and (40,000-50,00)45% and less than will 25%.
4.5 Chart showing in the Salary of the respondent
50 45
45 40 40
40
35
30 25
25
20
15
10
5
0
10,001-20,000 20,001-30,000 30,001-40,000 40,001-50,000
4.6 Table showing in the Types of family of the respondent
Types of family Number of respondent Percentage

Joint family 65 43%
Nuclear family 85 57%
Total 150 150
Interpretation
The above table showing majority joint family 43 %of the respondent belongs to the
Nuclear family 57%.
4.6 Chart showing in the Types of family of the respondent
100
85
80
65
60
40
20
0
Joint family Nuclear family
4.7 Table showing in the DISTRIBUTION OF THE PRODUCT USED BY THE

CUSTOMER
Product types No Percentage
Household 51 34%
Oral care 5 3.3%
Life style 2 1.3%
Nutritious 9 6.0%
Skin care 8 5.3%
Medical 16 10.7%
Energy 11 7.3%
Beauty 48 32.0%
Total 150 100%
INTREPRETATION:
The above table reveals that majority 34% of the respondents have household products , 32% of
the respondents use beauty products , 10.7% of the respondents use Medical products, a lowest
percentage of respondents have 7.3%, 6%, 5.3%, 3.3%, 1.3% have energy , nutritious , oral,
lifestyle respectively.
4.7 Chart showing in the DISTRIBUTION OF THE PRODUCT USED BY THE

CUSTOMER
40
35 34
32
30
25
20
15
10.7
10
7.3
6 5.3
5 3.3
1.3
0
HOUSEHOLD Oral care LIFE STYLE Nutritious Skil care Medical energy prouctsBeuaty
4.8 TABLE ON DISTRIBUTION OF THE RESPONDENTS BASED ON USAGE
Years No Percentage
<1 18 12.0%
1-3 51 34.0%
3-5 43 28.7%
5-10 28 18.7%
Above 10 10 6.7%
Total 150 100%
INTREPRETATION: All the respondents were classified under five groups as shown in the
table. It is inferred that majority 34% of the respondents uses between 1-3 years, 28.7% of the
respondents uses between 3-5 years, 18.7% of the respondents uses between 5-10 years, 12% of
the respondents uses for less than a year, only 6.7% of the respondents uses above 10 years.
4.8 Chart showing DISTRIBUTION OF THE RESPONDENTS BASED ON USAGE
40
35 34
30 28.7
25
20 18.7
15
12
10
6.7
0
<1 1-3 3-5 5-10 Above 10
4.9 TABLE ON DISTRIBUTION OF THE RESPONDENTS CUSTOMERS SOURCE OF

PURCHACE OF PRODUCT
Travelling Distance NO Percentage

SHOPPING MALL 8 5.3%
Marketing agents 20 13.3%
WEBSTIES 28 18.7%
SHOWROOM 47 31.3%
TOTAL 150 100%
INTREPRETATION: All the respondents were classified under five groups as shown in table.
The majority of 31.3% of the respondents have used showrooms to buy the product 18.7% of
the respondents have used websites to buy the product , 13.3% of the respondents bought
products through marketing agents , only 5.3% have used shopping mall to buy the product .
4.9 CHART ON DISTRIBUTION OF THE RESPONDENTS CUSTOMERS SOURCE

OF PURCHACE OF PRODUCT
35
31.3
30
25
20 18.7
15
13.3
10
5.3
5
0
SHOPPING MAL MARKETING WEBSTIES SHOWROOM
AGENTS
4.10 TABLE ON REDPONDENTS REASONS FOR BUYING AMWAY

PRODUCTS
Reasons No Percentage
Quality 93 62%
Price 14 9.3%
Packing 5 3.3%
Appearance 15 10.0%
Brand image 23 15.3%
Total 150 100%
INTREPRETATION: As per the above table the highest percentage of 62% respondents felt
that quality is the reason for choosing Amway . However a share of 15.3% and 10% of the
respondents have indicated the Amway gave better brand image and fancy appearance. price
and packing have occupied a very least percentage of 9.3% and 3.3% respectively.
4.10 CHART ON REDPONDENTS REASONS FOR BUYING AMWAY

PRODUCTS
70
62
60
50
40
30
20
15.3
9.3 10
10
3.3
0
Quality price packing Appearance Brand image
4.11 TABLE ON CUSTOMER AWARENESS ABOUT THE DEALER
Sources No Percentage
Advertisement 4 2.7%
Friends 28 18.7%
Family 53 35.3%
Sales Personnel 1 7%
Relatives 12 8%
Others 52 34.7%
Total 150 100
INTREPRETATION: It is evident from the above table that family circle (35.3%) is the main
factor which helps the customer to know about the dealer, 34.7% and 18.7% of the respondents
are known through by own and friends respectively, with a minimum percentage of 8%, 2.7%,
.7%, of the respondents are known through relatives, advertisement and sales personnel
respectively.
4.11 CHART ON CUSTOMER AWARENESS ABOUT THE DEALER
40
35.3 34.7
35
30
25
20 18.7
15
10
8
0.7
0
Friends Family Sales Personnel Relatives Others
4.12 TABLE ON DISTRIBUTION OF THE RESPONDENTS BASED ON
DELIVERY STATUS
Delivery status No Percentage
Excellent 22 14.7%
Good 96 64%
Satisfactory 32 21.3%
Total 150 100%
INTREPRETATION: The table reveals that 64% of the respondents feel delivery status is
good, 21.3% of the respondents are satisfied with the delivery status and only a few respondents
14.7% indicated that delivery is excellent.
4.12) CHART ON DISTRIBUTION OF THE RESPONDENTS BASED ON DELIVERY
STATUS
21.30 14.70
64.00
Excellent
Good
Satisfactory
4.13 TABLE ON HOW OFTEN DO YOU FEEL THE NEED OF THIS PRODUCT
AMYWAY
Usage No: Percentage
Once in a months 11 7.3%
Everyday 93 62.0%
Once in a week 46 30.7%
Total 150 100%
INTREPRETATION: it is evident from the table that most of the respondents 62% use it every
day , some respondents 30.7% of the respondents uses once in a weak , a few respondents 7.3%
uses once in a month
4.13 CHART ON HOW OFTEN DO YOU FEEL THE NEED OF THIS PRODUCT
AMYWAY
Usage of products:
7%
31%
Once in a months
Everyday
Once in a week
93, 62%
4.14 TABLE ON LEVEL OF SATISFACATION ON EASY AVAILABLITY OF

PRODUCT
Satisfaction No: Percentage
No 27 17.6
Yes 132 82.4
Total 150 150
INTREPRETATION: it is evident from the table that most of the respondents 82% are
satisfied with the availability of product , some respondents 18.7% are not satisfied.
4.14 TABLE ON LEVEL OF SATISFACATION ON EASY

AVAILABLITY OF PRODUCT
SATISFACATION ON AVALIABLITY OF
PRODUCT :
17%
No
Yes
83%
4.15 TABLE ON RESPONDENTS OPINION ON DISCOUNT FOR THE

PRODUCT
Satisfied with the discount No: Percentage
No 38 25.3%
Yes 112 74.7%
Total 150 100%
INTREPRETATION: the above table reveals that 74.7% of the respondents Are satisfied with
the discounts , and few 25.3% of the respondents are not satisfied.
4.15 CHART ON RESPONDENTS OPINION ON DISCOUNT FOR THE PRODUCT
SATISFACTION ON DISCOUNTS:
38
No
Yes
112
4.16 TABLE DISTRIBUTION OF THE RESPONDENTS BASED PURCHASING

OUR PRODUCT
PURCHASING
No: Percentage
METHOD
Bulk 40 26.7%
Individual 110 73.3%
Total 150 100%
INTREPRETATION: The above table reveals that 73.3% of the respondents buy individual
products , and few 26.7% of the respondents wish to buy products in bulk.
4.16 Chart on DISTRIBUTION OF THE RESPONDENTS BASED PURCHASING

OUR PRODUCT
METHOD OF PURCHASING
26.70%
Bulk
Individual
73.30%

SATISFACTION OF THE FREE OFFERS
Satisfaction on free offers No: Percentage
No 27 18%
Yes 132 82%
Total 150 100
INTREPRETATION: the above table reveals that 82% of the respondents Are satisfied with
the Free offers , and few 18.3% of the respondents are not satisfied
4.17 CHART ON DISTRIBUTION OF THE RESPONDENTS BASED ON

Satisfaction on free offers :
27
No
Yes
132
4.18 TABLE ON RESPONDENTS OPINION ABOUT SALES PROMOTIONAL

MEASURES TO BE ADOPTED
Promotional measures No Percentage

Free gifts 15 10%
Price Discounts 53 35.3%
Free Medical guidance 75 50%
Others 7 4.7%
Total 150 100%
INTREPRETATION: An analysis on the opinion about the measures are taken in the future
indicates that the highest percentage of (50%) respondents willing to have free medical
guidance . However 35.3% of the respondents were interested to provide price discounts,which
is followed by free gifts with 10% of the respondents. a very lowest percentage (4.7%) of the
respondents willing to have new offers.
4.19 CHART ON RESPONDENTS OPINION ABOUT SALES PROMOTIONAL

Promotional measures
4.70%
10%
35%
50%
4.20 TABLE ON RESPONDENTS RECOMMENDATIONS OF AMWAY TO OTHERS
Recommendation No Percentage
No 3 2%
Yes 147 98%
Total 150 100%
INTREPRETATION: The above table reveals that 98% of the respondents will recommend
the products for others , and few 2% of the respondents are not willing to recommend about the
product.
4.20 CHART ON RESPONDENTS RECOMMENDATIONS OF AMWAY TO OTHERS
Recommendation about the product

2%
No
Yes
,98%
4.21 TABLE ON RESPONDENTS OPINION ON COMPETITOR OF AMWAY

PRODUCTS
Competitors No: Percentage
Hindustan unlevere 103 68.7
Amway 33 22.0
Avon 14 9.3
Total 150 100
INTREPRETATION: The above table indicates that 68.7% of the respondents said Hindustan
unilever as the main competitor for Amway, 22% of the respondents said Amway as competitor
and 9.3% respondents said Avon as competitor.
4.21 CHART ON RESPONDENTS OPINION ON COMPETITOR OF AMWAY

PRODUCTS
Competiotors
9%
Airtel payment
22%
free charge
mobikwik
69% Total
4.22 TABLE ON MEDIA WISE DISTRIBUTION OF THE RESPONDENTS
Media No: Percentage

Newspaper 36 24%
Magazine 16 10.7%
Radio 2 1.3%
Television 93 62%
Internet 3 2.0%
Total 150 100%
INTREPRETATION:It is evident from the table television is the most striking media that
indicated by 62% of the respondents, the very next striking media that indicated by 24% of the
respondents is Newspaper, which is followed by magazine with 10.7% of respondents. Only
few of the respondents 2%, 1.3% indicated that Internet 'and radio respectively as a striking
media.
4.22 CHART ON MEDIA WISE DISTRIBUTION OF THE RESPONDENTS
Media wise distribution:

2%
24%
Newspaper
Magazine
Radio
11% Television
Internet
62%
1%
4.22 TABLE ON THE SATISFACTION ON THE FEATERS AVALIABLE IN

AMAWAY PRODUCT
Features Excellent Good Satisfactory Poor Very Total

poor
Price No: 20 96 28 5 1 150
% 13.3 64.0 18.7 3.3 .7 100
Style No: 13 79 57 1 150
% 8.7 52.7 38.0 .7 100
Packing No: 16 82 49 3 150
% 10.7 54.7 32.7 2.0 100
Availability No: 16 55 63 14 2 150
% 10.7 36.7 42.0 9.3 1.3 100
Quality No: 16 56 76 2 150
% 10.7 37.3 50.7 1.3 100
Quantity No: 3 52 94 1 150
% 2.0 34.7 62.7 .7 100
Offers No: 7 90 37 16 150
% 4.7 60.0 24.7 10.7 100
Inference:
As per the above table, most of the respondents opinion is good with the price, style, power and
most of the respondents were satisfied with the fuel quality , quantity . And availability spares
with offers .
4.23 TABLE ON THE SATISFACTION ON THE FEATERS AVALIABLE IN

AMAWAY PRODUCT
70
60
50
40
30
20
10
0
Excellent Good Satisfactory Poor Very Poor
4.24 TABLE ON RESPONDENTS IMPRESSION ABOUT SHOWROOM
AND HELP CENTRERS
4.24 CHANRT ON RESPONDENTS IMPRESSION ABOUT SHOWROOM

AND HELP CETRERS
Attributes Excellent Good Satisfactory Poor Total
No: 30 105 15 150
Showroom % 20.0 70% 10.0% 100
No: 12 77 54 7 150
Help centre % 8.0 51.3 36.0 4.7 100
Inference:
The above tale reveals that 70% of the respondents feels good impression with the
showroom and 51.3% of the respondents feels good with the Help centre Only a few
percentage (4.7%) feels poor with Help centre .
4.25 CHANRT ON RESPONDENTS IMPRESSION ABOUT SHOWROOM

AND HELP CETRERS
80
70
60
50
40
30
20
10
0
Excellent Good Satisfactory Poor
Weighted average method
4.1 Table showing in the Age of the respondent
Age No (x) Weight (w) Weighted wean (wx)
1 43
21 - 30 43 1
126
31 - 40 63 2
93
41 - 50 31 3
39
51 & above 13 4
301
Total 150
Weighted average : ∑ (wx)/∑x

301/150
2.00
INTERPRATION:
The above table is interpreted that a majority of respondents of (63) are21-30 years and
minority of respondents (13) are above51
4.2 Table showing in the Gender of the respondent
Sex No (x) Weight (w) Weighted

mean
Male 65 1 65
Female 85 2 170
Total 150 235
Weighted average: ∑ (wx)/∑x
235/150
1.56
INTERPRATION:
The above table is interpreted that a majority of respondents of (65) are male and
minority of respondents (85) are female.
4.3 Table showing in the Education qualification of the respondent
Education Qualification No (x) Weight (w) Weighted mean

(xw)
Degree 45 1 45
Post degree 40 2 80
Diploma 40 3 120
Professional 25 4 100
Total 150
345/150
2.3
INTERPRATION:
The above table is interpreted that a majority of respondents of (45) are degree
holders and minority of respondents of (25) are professionals.
4.4 Table showing in the Salary of the respondent
Salary Number of Weight Weighted mean

respondent
10,001-20,000 40 1 45
20,001-30,000 40 2 80
30,001-40,000 45 3 120
40,001-50,000 25 4 100
Total 150
345/100
3.45
INTERPRATION:
The above table is interpreted that a majority of respondents of (45) are earning
30,001-40,000 and minority of respondents of (25) earning above 40,001-50,000
4.5 Table showing in the Types of family of the respondent
Types of family Number of weight Weighted

respondent mean
Joint family 65 1 65
Nuclear family 85 2 170
Total 150 235
235/100
2.35
INTERPRATION:
The above table is interpreted that a majority of respondents of (85)are nuclear
family and minority of respondents (65) or joint family.
4.6 Table showing in the DISTRIBUTION OF THE PRODUCT USED BY THE

CUSTOMER
Product types No Weight Weighted mean
Household 51 1 51
Oral care 5 2 10
Life style 2 3 6
Nutritious 9 4 36
Skin care 8 5 40
Medical 16 6 96
Energy 11 7 77
Beauty 48 8 484
Total 150 700

700/150
4.6
INTERPRATION:
The above table is interpreted that a majority of respondents of(51)are using it for
household and minority of respondents are (2) are life style .
4.7
4.8 TABLE DISTRIBUTION OF THE RESPONDENTS BASED ON USAGE
Years No Weight Weighted mean
<1 18 1 18
1-3 51 2 102
3-5 43 3 129
5-10 28 4 112
Above 10 10 5 50
Total 150 411

411/150
2.74
INTERPRATION:
The above table is interpreted that a majority of respondents of (51) for 1-3 and
minority of respondents (10) for Above 10.
4.8 TABLE ON DISTRIBUTION OF THE RESPONDENTS CUSTOMERS SOURCE OF

PURCHACE OF PRODUCT
Travelling Distance NO Weight weight mean

SHOPPING MALL 8 1 8
Marketing agents 20 2 40
WEBSTIES 28 3 84
SHOWROOM 47 4 188
TOTAL 150 320
320/100
3.2
INTERPRATION:
The above table is interpreted that a majority of respondents of (47) for
showroom and minority of respondents (8) for shopping mall.
4.9 TABLE ON REDPONDENTS REASONS FOR BUYING AMWAY

PRODUCTS
Reasons No Weight weighted mean
Quality 93 1 93
Price 14 2 28
Packing 5 3 15
Appearance 15 4 60
Brand image 23 5 155
Total 150
311/100
3.11
INTERPRATION:
The above table is interpreted that a majority of respondents of (93) for quality and
minority of respondents (5) for packing.
4.10 TABLE ON CUSTOMER AWARENESS ABOUT THE DEALER
Sources No Weight Weight Mean
Advertisement 4 1 4
Friends 28 2 56
Family 53 3 159
Sales Personnel 1 4 4
Relatives 12 5 60
Others 52 6 312
Total 150 595
595/100
5.95
INTERPRATION:
The above table is interpreted that a majority of respondents of (53) for family and
minority of respondents (1) for sales personnel.
4.11 TABLE ON DISTRIBUTION OF THE RESPONDENTS BASED ON DELIVERY
STATUS
Delivery status No Weight Weighted mean
Excellent 22 1 22
Good 96 2 192
Satisfactory 32 3 96
Total 150 310
310/100
3.1
INTERPRATION:
The above table is interpreted that a majority of respondents of (96) for good and
minority of respondents (22) for excellent.
4.12 TABLE ON HOW OFTEN DO YOU FEEL THE NEED OF THIS PRODUCT
AMYWAY
Weight
Usage No: weight
mean
Once in a months 11 1 11
Everyday 93 2 186
Once in a week 46 3 138
Total 150 335
335/150
2.23
INTERPRATION:
The above table is interpreted that a majority of respondents of (93) for everyday and
minority of respondents (11) for once in a months.
4.13 TABLE ON LEVEL OF SATISFACATION ON EASY AVAILABLITY OF

PRODUCT
Satisfaction No: WEIGHT Weighted mean
No 27 1 27
Yes 132 2 264
Total 150
264/150
1.76
INTERPRATION:
The above table is interpreted that a majority of respondents of (132) for YES
and minority for respondents (27) for NO.
4.14 TABLE ON RESPONDENTS OPINION ON DISCOUNT FOR THE PRODUCT
Satisfied with the discount No: Weight Weighted mean
No 38 1 38
Yes 112 2 224
Total 150 262
262/150
1.74
INTERPRATION:
and minority of respondents(38) for NO.
4.15 DISTRIBUTION OF THE RESPONDENTS BASED PURCHASING OUR

PRODUCT
PURCHASING
No: Weight weighted
METHOD
Bulk 40 1 40
Individual 110 2 220
Total 150 260
260/150
1.73
INTERPRATION:
The above table is interpreted that a majority of respondents of (110) for Individual
and minority (40) for Bulk.

Satisfaction on free offers No: weight Weighted mean
No 27 1 27
Yes 132 2 264
Total 150 291
291/150
1.94
INTERPRATION:
and minority of respondents (27) NO.
4.17 TABLE ON RESPONDENTS OPINION ABOUT SALES PROMOTIONAL

Promotional measures No Weight Weighted mean

Free gifts 15 1 15
Price Discounts 53 2 106
Free Medical guidance 75 3 225
Others 7 4 28
Total 150 374
374/150
2.49
INTERPRATION:
The above table is interpreted that a majority of respondents of (75) for Free
medical guidance and minority of respondents (7) for others.
4.18 TABLE ON RESPONDENTS RECOMMENDATIONS OF AMWAY TO OTHERS
Recommendation No Weight Weighted mean

No 3 1 3
Yes 147 2 294
Total 150 297
= 297/150
= 1.98
INTERPRATION:
and minority respondents of (3) for NO.
4.19 TABLE ON RESPONDENTS OPINION ON COMPETITOR OF AMWAY

PRODUCTS
Competitors No: Weight Weighted mean
Hindustan unilever 103 1 103
Amway 33 2 66
Avon 14 3 42
Total 150 211
211/150
1.50
INTERPRATION:
Hindustan unilever and minority of respondents (14) for avon.
4.20 TABLE ON MEDIA WISE DISTRIBUTION OF THE RESPONDENTS
Media No: Weight Weighted

Newspaper 36 1 36
Magazine 16 2 32
Radio 2 3 6
Television 4 372
‘ 93
Internet 3 5 15
Total 461
150
461/150
3.07
INTERPRATION:
television and minority of respondents (3) for Internet.
4.21 TABLE ON THE SATISFACTION ON THE FEATERS AVALIABLE IN AMAWAY

PRODUCT
Features No of respondents (x) Weight (w) Weighted Mean(xw)

Excellent 20 1 20
Good 96 2 192
Poor 5 4 20
Very poor 1 5 5
Total 150 316
:316/150
:2.10
INTERPRATION:
The above table is interpreted that a majority of respondents of (96) for Good and
minority of respondents (1) for Very poor.
4.22 TABLE ON RESPONDENTS IMPRESSION ABOUT

SHOWROOM AND HELP CENTRERS
Showroom

Excellent 30 1 30
Good 105 2 210
Poor - - -
Very poor - - -
Total 150
Weighted average:∑ (wx)/∑x
285/150
1.9
INTERPRATION:
The above table is interpreted that a majority of respondents of (105) for Good and
minority of respondents (15) for Satisfactory.
Help center

Excellent 12 1 12
Good 77 2 154
Poor 7 4 28
Very poor - - -
Total 150 356
356/150
2.37
INTERPRATION:
The above table is interpreted that a majority of respondents of (77) for Good
and minority of respondents (7) for Poor.
CHAPTER V
CHAPTER – V
Finding
The above table is interpreted that a majority of respondents of (42%) are21-30 years .
 The above table is interpreted that a majority of respondents of (57%) are female.
 The above table is interpreted that a majority of respondents of (45%) are degree holders .
 The above table is interpreted that a majority of respondents of (45%) are earning
30,001-40,000.
 The above table is interpreted that a majority of respondents of (57) are nuclear family .
 The above table is interpreted that a majority of respondents of (34%) are using it for
.household
 The above table is interpreted that a majority of respondents of (34%) for 1-3 and
minority of respondents .
 The above table is interpreted that a majority of respondents of (31) for showroom.
 The above table is interpreted that a majority of respondents of (62%) for packing .
 The above table is interpreted that a majority of respondents of (35%) form family .
 The above table is interpreted that a majority of respondents of (64%) .
 The above table is interpreted that a majority of respondents of (62 %) for everyday .
 The above table is interpreted that a majority of respondents of (82%) would suggest
others .
 The above table is interpreted that a majority of respondents of (74%) are satisfied with
amway
 The above table is interpreted that a majority of respondents of (72%) for Individual
purchases
 The above table is interpreted that a majority of respondents of (82%) for YES
 The above table is interpreted that a majority of respondents of (50%) for Free medical.
 The above table is interpreted that a majority of respondents of (98%) for YES and
 The above table is interpreted that a majority of respondents of (68%) for Hindustan
unilever
 The above table is interpreted that a majority of respondents of (63%) for television
 The above table is interpreted that a majority of respondents of (70%) for Good
Suggestion
The first chapter is devoted to ‘Introduction and Design of the Study’. This chapter also includes
importance of the study, statement of the problem, review of literature, objectives of the study,
hypotheses of the study, scope of the study, period of study, special concepts used, sampling
techniques, area profile, study area, tools used for collection of data, tools used for analysis and
interpretation, limitations of the study and scheme of reporting. Suggestions have been offered to
solve the problems faced by the AMWAY. In the final chapter, certain areas have been identified
and recommended for future study.
Conclusion
The impact of marketing change on a firm is usually considered an external influence. By taking
such an essential role, driving the markets forward through its innovative research and
development, AMWAY has been able to become a proactive force, rather than having to react to
changes. AMWAY put itself in a strong position to fulfill its goals and objectives. However,
AMWAY has only been able to achieve this by being prepared to change and adapt.
Bibliography:
Reference:
1. Rekha Choudhary & Karnal, “Multi-Level Marketing (Mlm) For Socio-Economic

Development”, International journal of reviews, survey and research (IJRSR), volume
2 Issue 1, January 2013,p.no:2-8
2. Pravin Kumar Bhoyar and Dr. Asha Nagendr, “Effectiveness of Fmcg Distribution
Channels With Respect to Satisfaction of Consumers in Rural Markets”, Indian Journal of
Marketing,vol.42,no.1,January 2012, p.no:17-22.
3. Suman. M, Anuradha. T and K.Manasa Veena, “Direct Marketing With the

Application of Data Mining”, International Journal of Engineering Research and
Applications Issn: 2248-9622, vol. 2, issue 1, Jan-Feb 2012, p.no:41-43.
4. Rekha Attri and Sunil Chaturvedi, “A Study of Consumer Perceptions of the Products
Sold Through Multilevel Marketing”, Management Research Journal, vol. 5, no. 4, pp.
97-103, December 2011, p.no:97-103.
5. Gopalakrishnan, S., and Damanpour, F. (1966) A Review Economics, of

Innovation Research in Sociology and Technology Management, Omega, Int.
J. Mgmt Sci., 25(1), 15-28, 1997.
APPENDIX
Questionnaire on consumer’s opinion about Amway products
uestionnaire
1. Name
2. Age
a) 18-25 b) 30-35 c) 40-55 d) 60-75
3. Gender
a) Male b) Female
4. Education qualification
a) Degree c) Post degree
b) Diploma d) other
5. Salary ( Monthly income)

a) 10,000-20,000 c) 20,000-30,000
b) 30,000-40,000 d) 40,000-50,000
6. Types of family
a) Joint family b) Nuclear family
Q.7) how did you come to know about the product Amway?
(a) Newspapers (b) Magazines (c) Television (d) Internet (e) Others
Q.8) Are you happy about the features associated with the product Amway?
(a) Excellent (b) Good (c) Average (d) Poor (e) Very poor
Q.9) from where did you bought the product Amway?
(a) Showroom (b) Shopping Mall (c) Shopping Web-site (d) Marketing agents
Q.10) what was your experience about the after-sales-service?
(a) Excellent (b) Good (c) Average (d) Poor (e) Very poor
Q.11) is the packaging and display of Amway product attractive?
(a)Excellent (b) Good (c) Average (d) Poor (e) Very poor
Q.13) how would you rate your experience of using Amway?
(a)Excellent (b) Good (c) Average (d) Poor (e) Very poor
Q.14) is Amway product easily available and accessible?
(a) Yes (b) No
Q.15) How often do you feel the need to use this product Amway?
a) Everyday b) Once in a week c) Once in a month (d) Once in three months
(e) Once in six months (f) Once in a year
Q.16) what is the best thing that you like about Amway products?
(a)Price (b) Packaging (c) Quality (d) Easy availability (e) All of the above
Q.17) how do you like purchasing our products?
(a) In bulk (b) Single pieces (c) Just when I need them
Q.18) would you suggest Amway product to your friends and relatives
(a) Yes (b) No

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What are the objectives of the study?

What are the objectives of the study?

What is the need for this study?

What is the need for this study?

A STUDY ON CUSTOMER SATISFACTION 2019

TOWARDS AMWAY PRODUCTS

Objectives of the study

1. To understand the socio-economic profile of the customers.

Scope of the study

NATURE OF THE STUDY

2.1 RESEARCH DESIGN:

2.2. Data Design

2.3. Sampling Design

DATA COLLECTION METHOD:

Primary data collection:

Methods of primary data collection:

Secondary data collection method:

 Limitations of the Study

Review of literature provides a description, summary, and critical evaluation of each

Review of Indian studies

Review of International studies

Origin of MLM (Multi-level Marketing)

 Amway – one of the world's leading direct selling enterprises

Amway, a subsidiary of Alticor, is the largest multi-level marketing (MLM)

Rank Country Sales($) Growth rate

1 China 4,385 +1%

2 Japan 1,185 +2%

3 Korea 885 +2%

4 United States 861 +5%

5 Russia 629 +19%

6 Thailand 568 +10%

7 India 493 +7%

8 Taiwan 340 +8%

Amway Business Owners (ABOs)

The prerequisite is straightforwardness which includes both signing a contract and

4.1 Table showing in the Age of the respondent

51 & above 13 8.7%

Total 150 150%

4.1 Chart showing in the Age of the respondent

4.2 Table showing in the Gender of the respondent

Total 150 100%

4.3 Table showing in the Education qualification of the respondent

Education Qualification Number of respondent Percentage

4.3 Chart showing in the Education qualification of the respondent

4.5 Table showing in the Salary of the respondent

Salary Number of respondent Percentage

4.5 Chart showing in the Salary of the respondent

4.6 Table showing in the Types of family of the respondent

Types of family Number of respondent Percentage

4.6 Chart showing in the Types of family of the respondent

4.7 Table showing in the DISTRIBUTION OF THE PRODUCT USED BY THE

Product types No Percentage

Oral care 5 3.3%

Life style 2 1.3%

Skin care 8 5.3%

Total 150 100%

4.7 Chart showing in the DISTRIBUTION OF THE PRODUCT USED BY THE

4.8 TABLE ON DISTRIBUTION OF THE RESPONDENTS BASED ON USAGE

Total 150 100%