Level of Customer Satisfaction of Zero-B Water Purifier Customers

Topics: Water supply, Water purification, Drinking water Pages: 35 (10271 words) Published: August 25, 2009

To analyze the satisfaction level of the customers who are currently using Ion Exchange India Limited water purifiers and to generate service contract leads.

Study of the water purification Industry
Preparation of questionnaire to measure satisfaction level •Understanding customer needs and problems during the survey •Identify gaps in the service delivery model of Ion Exchange India Limited •Obtaining customer feedback for improving product and services •Suggesting measures to the company to improve satisfaction among existing customers and retaining them for lifelong.

Water- The Human Necessity
Without food, a person might survive for weeks. Without water, the odds of surviving more than a few days are not good. In fact, approximately 70% of human body is composed of water. The only thing more important than water is oxygen. Water helps in various biological and metabolical processes. Most health professionals agree that the average human body needs 8-10 glasses of water a day. So, water is a human necessity.

Water quality in India
India has 16 percent of the world’s population, 2.5 percent of the land mass and 4 percent of the world’s water resources. These limited water resources are depleting rapidly while the demands on them are increasing. Drinking water supplies in many parts of India are intermittent. Transmission and distribution networks for water are generally old and badly maintained, and as a result, are deteriorating. A growing population has increased the demand for drinking water and rapid urbanization has required increasing sewage treatment. Many industries have been forced to adopt water-recycling systems due to scarcity of water. Growing public concern, media pressure and renewed legislation has left industries with no option but to install water treatment equipment. The Indian economy has witnessed some of the highest growth rates in the world. This growth has required has led to increased water usage, especially in the food, textile, pharmaceutical, chemical and power industries.

In the drinking water segment, growth has been fueled by increased health consciousness, coupled with deteriorating water quality. There is also a scarcity of drinking water - underground water levels have been falling between 5-7 percent in many 15 states, due to water exploitation and misuse. Twelve major rivers in India are designated as polluted with untreated industrial and domestic waste and pesticide and fertilizer run off from farms.

Availability of drinking water in India has been a story full of contrasting variations. In 1951, only 48% of urban and 6% of rural population had access to drinking water which increased to as much as 87% in 2000 in rural areas. But this data does not talk about the quality of the drinking water available. In India, still more than a million children die per year from water borne disease like diarrhea. National Family & Health Survey data reveals that 68% families in India do not use any purification method; the same is true for 75% rural households. The biggest problem for most people is bacteriological contamination, as 80% of diseases are water borne. In the current scenario, the alarming levels of water pollution have damaged many ancient rivers which had been our sources of drinking water for ages. Even the holy Ganga and Yamuna rivers have not been spared. So, how does someone in metros like Mumbai and Delhi, which are highly polluted, believe that the water he is getting from the tap of his home is actually fit for drinking? So, the number of water borne disease cases have gone up in major cities. This is an alarming situation that we have on our hands, when India is developing at a very fast rate, it has to take care of the health of its citizens, its labor force so that they remain healthy and there is no hindrance to the economic development and for that we have to make...

References: 1. Marketing research-G.C.Beri
2. Service Marketing- C.Bhattacherjee
3. Principles of marketing by Phillip Kotler and Kelvin Keller
4. www.ionindia.com
5. www.eurekaforbes.com
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