Paper Details

Name: Saagar Balwadkar
Country: India

Year: 2026
Volume: Volume-13, Issue-2, Year-2026 ( July- Dec)
Page Number: 69-77
DOI: https://doi.org/10.5281/zenodo.22974492

The availability of safe drinking water and the reliability of packaged reverse osmosis (RO) water services have become important considerations for commercial establishments. This study examines customer satisfaction towards 20-litre RO water among selected users in Pune City, with particular attention to entity type, daily requirement, price, chilled-water demand, payment terms, delivery timing, vendor choice, packaging preference and willingness to change the existing vendor. The study is based on primary data collected through a structured close-ended questionnaire from 90 respondents using non-probability cluster-area sampling. The respondents mainly represented industries, offices, hotels and banks. Descriptive analysis shows that 64% of respondents were from industries, 70% required 1–5 cans per day, 45% purchased a 20-litre can at Rs. 30, and 84% received RO water between 9:00 a.m. and 12:00 noon. A substantial 78% reported that they were not willing to change their existing vendor, while 22% were willing to change. The findings indicate that regularity of delivery, service quality, price, product quality and packaging are relevant dimensions of customer satisfaction. The study also identifies a predominantly local-brand market for 20-litre RO water among the surveyed establishments. The findings provide practical inputs for the surveyed RO-water supplier regarding service reliability, pricing, packaging, distribution planning and customer retention. Because the sample is limited to 90 respondents in Pune City and uses non-probability sampling, the results should be interpreted as descriptive rather than representative of the entire RO-water market.

Keywords: Customer satisfaction, Reverse Osmosis (RO), packaged drinking water, service quality, price, delivery, Pune City, the surveyed RO-water supplier