II I w \lt WI l ‘ ‘ HIM WM 1 I t \‘l \ CNN 00 HTHS A SURVEY 0F CONSUMER ATTETUQES EFQVJ‘ARD {DEAESEEE EEEVECE MCKAGENG “mat: for? {‘10 Dogma :35 M. S. MERGER 3mm QHEVERSEW szglw Nevakmid 3967 “ II||I| l||| |I|||Il ‘l‘l “ ‘1 ‘ n“ u 4 1 2 2 \l mm 5» 11 W m 3mm NW \ ABSTRACT am a com 1mm: W Pm SWIG! PAGAGING w Douch- Mlkflki mmuwummmuammmm wrath-Ian's“ Institut- “WWW“. school of hanging at Mica Stat. Manny. The coal at tho mnllmjutnathodmlmotamumtumm flamdomuthhothmt udhtmuudaotthcdupu indium Initially. “on of tho hum]. mutate u! Diaper Box-vim. mmmamm.mo1mnmpm.nn motmmtmmmodnmummmu Fm- A qua-umb- m Intuit and 111106 to a ”peanut“. uni. at tho [attend Institute of Dam 30:710. unbor- for diam. nun an; their cane-0n. m- qultimin an crutch to data-1m cute-or attitudu about the diaper packaging and to iden- tify flu Inf-had! of packaging mt): both; It'd. Thrall“ ahmdthntth-uthodaufpnommmwtho diam let-vim taro my «thaw. The print: mm at m. “I as w plane bu. A 30!!!! 0F GOIBEIIR.ATTITUDES TOWARD DIAPII.SEIVICE PACKAGING By Donxloo lovokooki A THESIS Sch-1ttod to liohigon Stoto Untvorotty 1| yortiol fulfilllont of tho roquiroloato for tho dozroo of MASTER OF SCIENCE Dopartlont or throat Products School of Packaging 196? ACKWS Tho anther would liko to thank Dr. J. U. Bot! and Mn. Ruth Sohomnn for moving tho roooorch vomit: tron tho otndy for tho lotionol Inotitnto of Diopor smiooo to ho mod for thio thooio. Thooothorvaoldtuthorlikotothonknr. H. J. lophool torhio ouiotonco in thio otw on! Dr. L. G. Eriokoon tor hio ouiotonco with tho quotionnoiro phoning. 11 TABLE OF CONTENTS ACKNOWEEDGEMENTS . . . . . . TABEE OF CONTENTS . . . . o LIST OF TABLES . . o . . . INTRODUCTION . . . . . . . Chapter I. EXPERIMENTAL.PROCEDURE . II. III. Exploratory'nosoaroh . Questionnairo Objectives Questionnaire Conctruction and Method 0 O O O Questionnaire Distribution and Determination . . o Telephone Interviowo Quactionnairo Sample Tabulation Plan . . .Q. QUESTIONNAIRE RETURN SUMMARY AND EVALUATION Return Summary . . . Questionnairo‘Evaluation QUESTIONNAIRE RESULTS . . Quocticn Ono Summary Quoction TonSummary Question Throo Summary Question Four Summary Question Fivo Summary Quoction Six'Summany Question Sovon Sumnany Question Eight Summazy Question Rina Summary Quoction Ton Summary Question Elovon Sunnany 00.0.00... iii COOOOOOQIO. OOOOOCOOOOO O G O O C 0 O Samplo Size 0.0.0.0.... O O O O 00.0.0.0... 00.0.0.0... OOIICCOOOOO 0... 00.00.00... 0 O... O. O .OOOOOOOOC. Page ii iii Question Twelve Summary Question Thirteen Summary Question Fourteen Summary' Question Fifteen Summary Question Sixteen Summary Question Seventeen Summany Summary of Results . . IV. DISCUSSIOH AND CONCLUSIONS General o o o O 0...... 0...... .00.... O O O O O O O 0 Review of Dissatisfied Customer Attitudes Recuondationo o o e o o o o o o iv Page 36 37 38 39 oz #3 1&3 “7 5i 1. 2. 3. a. 5. 7. 8. 9. 11. 12. 13. 1h. 15. 16. 17. LIST OF TABLES IDS Qthm o e o o e e e o e o o e letter Used to Introduce Quenticnnsiro . . . . . Response to the nationwide Questionnaire . . . . . Queoticn i . Deve‘rou Used the Diaper Service W1}, e e o e o e o o o e o o o Question.ie . luster of Children in.Psoilies Uho Use D1.” 80"“. o e o e o e o o o e o o 0M1“ 1b 0 Diaper 5m. USO in Halt" o o o o Questioe.2 . lessons tor‘Using the Disper Service . . Question 3s . Hosrlhny Deliveries DoVIou Receive Bosh Hoekl............... thiou 3b 0 I. This m ““811, e o e o e o Question 5.. Are the~Doliveries Convenient! . . . . Question 6 . Preyslenoe ot‘Vsrious types or Diaper “Weeoeeeeeoeeeee Question 6 Cross Tabulsted with Packaging SlthfIOtialeeeoeoeooeeoe Question 6 Cross Tabulstod with Suggestions Dar IlprovolontofPockaging......... Question 6 Cross Tabulsted‘wflth Type of Dieper lemtutho UnitedStstes. o o o Question 7‘ . II Thil‘lbthOd of Packaging 111 wt'eoeeooooeeoeooo QMMWOO’M‘ItBCINWQd1 o o o e e QMS.” 8 O M Packaging Id... o e o e e o o Page 13 15 17 20 20 21 2b 2b 26 27 28 28 30 31 32 33 18. 19. 20. 21. 22. 2b. 25. 26. 27. Question 9 - Suggestions for Inprovwent or the Dispa‘ Packaging e o o e o o e e e o e o Question 10 .- Preferred Types of Diaper Packaging . . Question ii .- Is Il‘hes'o s Convenient Number of Dam, o e o o o o o o e o o o o o 'o- Question 12 .- Soiled Diaper Containers Cm'rently Being Meeeeeeooeeeosoee W 13 .Hhetl'ypeot Curtains:- Wouldtou Prefer 1' 0" a. “M Displ‘fl e O o o o e o e e o QM“ 1‘ C Plum. M‘mmtm o e e e o o QM“ iSsoPriooPer Week e o e e e o o e mmmohtingofDispu'SorvimCOIt. o o o Questioni6.vonldyospsyhoretor8peoisl “mteeooeoooeooooe mmmdhmging.iroeottho mwmhtl o o o e o e o e e Page 33 30, 35 36 38 hi #2 #2 50 INTRWUCTION This thesis represents one phase or a research project ouducted for the Iatimal Institute of Diaper Services by the School of Packaging at lichigan State University. The research see conducted under the lulu-sponsor research program conducted by the School of Packaging. The author was employed by Dr. J. H. Goff.Dirootorottho8choclotPackaging,toocnduotthereooaroh study for the lstional Institute at Diapc Services. fheInstitnteisoupI-ieedotmberdisperserviceoshosre engaged in the renting and cleaning of diapers. The Research and Develcflnt odttoe of the latimal Institute of Diaper Services ierespnsihlororaotivelyseekingnesmdhettor-thodsetin- Westonlytheetticiencyotdispsrmoessingandserviee but also ethc aspects of the diaper service business. Packaging is included in the scope of its responsibilities. The goal ct the couplote research program as established w Dr. Get! and the leeearch and Devoloynnt col-lithe use to develop an etficiut packaging system. or systems, uhioh wold cope with both pruent and future needs of the diaper service industry. this research was conducted eithin a three part framework: (1) to investigate custc'r attitudes regarding specific packages and packagiu systems, (2) to study packaging practices as used by numbers or the Rational Institute or Diaper Services for the purpose or developing econuically sound packaging improvements. and (3) to 1 specifically attack the problems of packaging varying quantities of diapers in a standardised package with a higher degree of user convenience and implied sterility. The first two phases of this reooarohstudyhavehoenoaeplotodtodatebytheauthorandthis thuisisonanalysisofthedstagatherod. The lower services handlo diapers exclusively and do not seahoreleanarticleoofolothingthstwculdheprooeosedhya laundry. Thoseurvicscprwidoahuperfcrsoiloddispsrssnd delivercleandiapereonooaweeksswellsspiskupthosoilodto hoclesned. Il'hodiapersareceumfiedatthedispersoc'vioo.washed with special detonate. dried. foldod,countedsnddelivwedtc theeustosc. ' flofollowingresosrchpoperdiscussesthedevelomtcftho quoeticnnaireusedintheetndytoobtaininfmstionsithinthe firsttwepartsoftheproposed agreenent. Thepeperwillinolue thoroultsandocnolusiasfrontheanslysiscfthodsta. nmmrm. ram Exploratory Iosoarch Before a questionnaire could he intelligently constructed it was necessary to hoes-o familiar sith the background and operation of diaper services. Institute I-her facilities were visited in Grand Iapids and Detroit. hichigsn. Those visits provided insight sstothooporatieeefasnellservice (Orendlapids) ends-odio- siso (Detroit). Prohl—s with packaging were discesood with the mason-Minus” ofthosotwooperationo. rhodiscuo- oisnsosdeeheeqeaatvieitstohothdiaperoorvioeadsringthoom- strsotioecftheqeestionssireprovidodahachgreuodsndfaniliarity withplaateperatisnsthatallowedtheauthortoosnstreotanoan- isgful custcur questioneire. Plant level operational require-Into varied little. but cathode differed significantly. Where one service would use sutuotic equip- soxt the other could use some). equip-at. Also. the views of Ion- agonant toward packaging and prohlon-solvin were likewise varied and diffordt. Pre- intorviews with the nansgenont of those two Institute flashers it was deter-iced that all the labors of tho laticnsl Insti- tute of Diaper Services were equally diverse in operation and opinions relating to packaging. It was also fwd that the majority of diaper services used plastic bags for packaging of the clean dis. pore and-used the same bag, after removal of the diapers. to line the hamper used for the soiled diapers. It should be noted that various means of gathering the data about customer attitudes toward packaging such as personal inter- viewing. telephone interviewing and mail questimnaires were or- plorod carefully and it was decided that a mail questionnaire would he used. Telephone interviews were also cmducted to verify and further substantiate the results obtained with the mail question- naire. Questionnaire Objectives The primary objective of the questionnaire was to determine the attitudes of diaper service customers toward the methods of packaging currently being used for delivery of clean diapers. stor— age of soiled diapers in the home and pickup of the soiled diapers. Secondary objectives of the questionnaire dealt with the gathering of data concerning customer orientation toward change of the current packaging and customer-family background. Questionnaire Construction And Hethod Library research indicated there were . advantages and disadvan- tages of mailed questionnaires. Some of the more important ones are as follows: Advantages I l. 2. 3. h. 5. 6. Disadvantages: l. 2. 3. fl. 5. 6. 1 Lower Cost (same) for everywhere in the country. letters reach a person whenever he picks up mail. Contact can be nade with those people who are at hone infrequently. eseeqmtim If. in m and stated Dual, th. sans in every questionnaire (personal interviewers way as]: questions in a variety of ways). ....perscn receiving questionnaire will be able to reply at his leisure. ....respsndent rsnains anonymous. inviting frank and honest answers. no pressure or influence is exerted by the inter. viewsrbeing present. 1 Low percent of returns. Special nailing lists difficult to compile. Low percentage replies say render low cost illusicnary. The majority who reply are eeldoe representative of sanple to which questionnaire is mailed. The absence of an interviewer creates several drawbacks, unable to observe reactions, or see if respondent understands the questionnaire. no control of ties of return. In a trial test conducted in Grand Rapids. Michigan, which will be discussed later. it was found that the advantages conclusively out- weighed the disadvantages. 1 hot Halo. and Taylor, mm. Prentice nan. January. 19 2. p. 125. Thsques‘timairewasomtmtedhytheauthu'inoollabo. ration with Mr. David Olsson of Michigan State University and Ir. Ray Van hinen cf the laticnal Institute of Diaper Services. To be assured of obtaining valid responses to the questions, the author presented the proposed qusctionnaire on a personal inter» view basis to sixteen nothers using diaper service in Spartan Vil- lage which is a Michigan State University married housing cowl“. is expected, the interviews indicated tint cone revisions had to be nude in wu'd and structural clarity so that the questionnaire would elicit neaningful responses. lent, it was decided to distribute copies of the revised qustiomairehynailtctmtycustuerscftheDy-Dseiiashin Grand Rapids, Kichigan. as a field test to determine a percentage of return and again test the validity of the questionnaire. incl. ysis of the results showed the questions were obtaining the informa- tion to nest the objectives of the questionnaire. The return true thistestnailinguasés percent. TuthOpercenttendstsbea normal return for the typical survey of the general public1. Based on the high percentage of returns from Grand Rapids. a national re- turnothtoGOpercatwaspredicted. Theactualnationwidere- spouse achieved was #7 mt. Satisfied that our questionnaire was valid and that a satis- fectoryrsturncouldbseohieved.wedirectedcureffortstsward distribution. 1;... Hale. and Taylor, WW Prentice Hall. January. 1962. p. 125 Questionnaire Distribution And Sample Size Determination In addition to library research, the advice of Dr. Erickson, director of the Bureau of Business and Economic Research at Michigan State University was sought. Since a divergence of opinion was being esasured by the quese tionnaire. the ample size was determined by a frequency of occur- rence table. This sample size as indicated below was used to obtain a certainty of 95 percent in the results. During the initial tests to determine the validity of the questionnaire such a distribution was obtained. Analysis of the Spartan Village test and the Grand Rapids test showed nearly 82 percent of the customers surveyed had a favorable attitude toward their diaper packaging and 18 percent did not. This dichotoey gave the frequency of occurrence that indicated a sample siae of 246 custoners would provide a 95 Wt certainty. the marina percent- age points of error would be no greater than five Percent.1 As a further precaution, to be certain that the 2&6 custuers needed to obtain this level of certainty were contacted. it was decided to over- sample by oneothird. This gave a total sample sise of 328. Because there are 65 National Institute of Diaper Service members in the United States. and they are evenly distributed among population centers. Dr. Erickson suggested that a randon selection of fifteen to twenty of the msnber services wmld provide an ade- quate cross section of diaper service customers. The services were . .ik ILuck, Hales and Taylor, MW. Prentice Hall. JCWI'” 1962e ps 197s assigned a lumber and sixteen services who were going to participate in the mail questionnaire are chosen with the aid of a rend“ nul- ber table. Eventboughvalidrssultswouldbeobtainedwithasmlesiee d 2&6, the Research and Development Conittee of the Institute decided that MBOO questionnaires would allow greater participation by the worship and thus would be a justification for the research being eonduoted by the School of Packaging. The Oouittee also sug. gested that distribution of the questionnaires be weighted according to the sine of the diaper service participating. Deetothediffminthenunbcofcustoneresmgnonber diaper services. it was necessary to devise a way of distributing the questiomsiree so a representative custaer sample could be ob- tained. The leeearch and Development Cousittee wished to handle the distribution of the questionnaires and they developed a plan which involved distributing the questionnaires based on the number of «etc-cs pa diam service. For examleu a snall service (as defined by the canine.) probably received enough question- naires so every sixth custo-er would receive one, every twelfth eustourforawediuesiseeervice. andsoon. In order that cross tabulation of certain responses with the geographical location of the respondent night he sods later, a four section breakdown by states as recs-ended by the W, pablished by the United States Departnnt of Connerce was selected: Northeast ... Heine. Variant, New Hampshire. Massachusetts. Pennsylvania. Connecticut. Rhode Island. low York, and New Jersey. m cu".1 0. mm“. nichi‘In. mm”. “1“" all... M“.. m Mk0“. 8% mm, lebraska. Iowa, liseowri and Kansas. 8““ .- Infill“, 91st Does. M 'mn. Virginia, lorth Carolina, 30!“ 61,011", Georgia. Florida, Kentucky. Tennessee. Ala- “. “1"“.1m. m... mm. m. I“ rule Wt .0 “till, m. "I“. 001%.“. um. lends. Arisona, low lexieo, Washington, Oregon, and Califa-nia. 'fhediaperservioeeaadsunberofqeestisssaireedistributed are listed by area: lortheaet Baby's Dy-Dee service. Inc. Lancaster. Pennsylvania ‘ 700 General Diaper service Corporation 1000 " Elma-st. low York lerth Central Dy-Dee Dash :50 Detroit. liohigas ”I’D” “a. hGe 35° Chicago, Illinois Dy-Dee Wash 150 Grad Rapids. lishigan Deneral Diaper Service 150 Kansas City. lisseeri south Lullaby Diaper Service 200 Atlanta , Georgia General Diaper Service ‘ loo locates. Texas DION “m3" me 150 lashville. Tennessee ' General Diapm' Service 150 low Orleans, Louisiana 10 South (continued) Alene Diaper Service 200 San Antonio. Tease baby Dy-Dee Service 150 Jacksonville. florida west Tidy-Didy Service 700 Long Beach, California Dy-Dee Service 150 Phoenir, Arizona sparkle Diaper Service 100 lialte, California Dabyland Diaper Service 200 sen Diego, California Telephone Interviews The personal telephone interviews were chosen essentially to determine the validity of the responses is the nail questionnaire. They also had tin advantage of seaming. in depth. the respondent's attitudes aoreoerdedbytheiaterviewsr. Itisnotaeoessaryto peroouallyinterviewalargenumberofpesple. AccordingtoDr. Erickson. “After a resemble amber have been outaoted and their responses cease to vary. it is tine to stop.‘I Dasedentheresaltsoftheprelininarysalplinginorand Rapids. where 82 percent indicated satisfaction and 18 percent did not. a couple sise of ass porous was needed for an acceptable level 1 confidence. we therefore took a eneothird over sanple to assure the-inimrequired. Thisbreughttheoustosu-aaneeoeededte328. ll sisteaservicuettheoswereagaisrandollyoeleotedhoe did not participate) who upon request sent us the canes and addresses ¢ 21 custoners. Theeeoustuerswerenotifiodbynailbeforethe telephone interview was atteapted. Several attewpts were node to telephone without advance notice with results totally negative. A listefservioeo partiedpatinginthetelephcne interviewphaseis as follows: lsrtheast Dy-»Dee service Inc. hookliae. Iassaohusette General Diapc Berries Corporation Elfiurst. low York Baby's Dy-Dee Service Inc. Lancaster, Pennsylvania 80!“ Dy-Dee Service Washington. D.C. lary laclnteeh Diapa- Services lieu, Ilerida w 31." 30M“ Ml“. M ”11.. Ml Bring we“. Service loam, Virgilio w-D-o Sunken-sear Wales, lorthCarolina lu-Dy-Per Baby Service Daltinore. naryland Diaper Service. Incorporated Pensacola , Florida lerth Central Dy-Dee Wash, Inc. Detroit, Michigan 12 lorth Central (continued) General Diaper Service Dayton. «lie wJJee wash Hilwaukee. Wisconsin Vest Baby's Valet Diapm' Service. Inc. Albuquerque. low nexieo TideeDidoeDisperServioe Seoranonto.Califernia whiletheinterviowowereheingoooducted.thereeultsofthe nail questionnaire showed that nationally our 93 percent of the peopleseoledsatisfiedwiththeirservioedaileleesthaaeeveoporb oentweremt. Thisdistributiuofrespooeoereaeedthesuple siseneodod ferpersonalinterviswotoiBBandstillgavea95per- oentlovelefooofidoneeintheresults. Thistreod.bouover.dideotbeoooespperoctunuloestefthe mail queotionnairee had been returned. it this tine 17h telephone intorviowswerecomplete. Astheoasetrondsppesrwdinthetelee phone interviews as appeared in the nail questimnaire. the telephone interviewsweredisoontinbd. QuestionnaireSemle As previously explained. the questionnaire was distributed by the participating diaper services to their Mowers. 1e 2e 3. 1*. 5e 6. 7. 8e 13 Table 1 - KIDS Questionnaire Have you used diaper service previously? yes no a) If yes. for how nany children? __ b) Bow long have you used the diaper service for each child! my areyoanssasing diaper service1(6hechnerethanone if appropriate.) a) Convenience b) More sanitary c) Expectant parent class told you d) More econouical e) Dislike washing used diapers ________f) More time for baby and fanily Mg) Protect baby tron rash h) Other How nary deliveries do you receive each week? 1...... ,2 a) Is this often enougm b) Too often Are the deliveries convenient? yea so If not. please explain Where or how do you store the clean diapers? (check the appropriate ensure.) a Cupboard b; Shelves Baby dresser d) Bathinette Do you have then in the package until need? 1 Other; please explain Roe are the diapers packaged when they arrive at your doe-t (Check nore than one if appropriate.) _________e) Paper ”Mb; Plastic Bag Cloth Bag Md) Other; please explain a Is this nethed of packaging all right? yes no , Or could it be isprovedt yes no Which of the following types or special packaging would appeal to on if available? i “Kleenex“ style (pap-up) b) Individually Irapped diapers c) In packages of ( ), please indicate number in package d) Other e) lone 1h 9. Dc»you have any suggestions to improve the packaging of the diapers! yes no . (If'yes. please explain.) 10. ‘HOuld yon.preter the diapers delivered in: (Check more than one if appropriate.) a) Plastic Bags b) Cloth Bags c) Paper Bags d Paper tied with string a Skin tight plastic (a plastic wrap sealed and shrunk around diapers) f) Other 11. Is there a convenient number of diapers that could be pack. aged so as to snake the handling easier for you? yes no Such as 6. 10. 13. 20 or more? (If yes. circle one). 12. What type of container do you place the soiled diapers in? a Metal hamper b; Plastic bag 0 Plastic bag and natal helper d; Cloth bag and seta1.hnnper a Plastic bag and plastic helper 13. ‘What type of container'uonld you prefer for the used diapers? (Check one; a Disposable hamper b) Plastic hamper o Metal hamper Plastic bag and plastic hamper Plastic bag and metal hamper f Cloth bag and metal hamper g Other. please specify it. What characteristics should the diaper packagg have? (Check here than one it appropriate.) a Clean b Sanitary c Clear (as a plastic bag) e) Strong 1) Easy to handle ..._.....m£) Eye appealing h) Easy to open 1) Other 15. Bee such do you new (or did you) pay for the diaper service? week. a; Is this reasonable b ‘Very reasonable o) Unreasonable £23 16. an1d yon.pay more for special packaging? yes no 15 17. Is there any aspect of your diaper service or diaper packaging that you would like to see isproved? If yes. please explain. fable 2 - Letter Used To Introduce Questionnaire Dear Diaper Service Casts-era Your diaper service has use-ended you to take part in a national survey covering the packaging of diapers. The survey is being eon- dueted under the supervision of the National Institute at Diaper Servicesefvhiehyourloealdiaperssrvieeisanuber. The Institute has retained the School « Packaging at hiehigan State University to conduct this survey because of its background and Inevledgeinthefieldefpeckaging. Thesehmofthelnstitute. vith continuing effort to naintein the highest standards of eustaer service. vsuld like your help. Uillyoueqletethequestiaeaaireinsidethisfelderaeaeonas pessible and return it in the enclosed. pre-etasped envelope! tear help is sincerely appreciated. School at Packaging Tabulation Plan Unetethenuiaerefqueatimires distributedanderess tabulations of various questions. it as decided to utilise the servicesprevidedbytheConuterCenteratlichiganStateUnivaa-o sits. The questionnaire use constructed to lend itself to tabula- tisnenpnehoarda. ndtheresponseefronoustenersverethas recorded. A progr- ess available at th Colputer Center for the Control Data 3600 computer that scald tabulate and cross tabulate data that see recorded onto the punch cards. CHAPTER II amuomm mm W AND EVALUATION Return Su-ary orthet.800qaeetiannaireadistributedbrthesixtesndiaper eervieee.2.300verereturnedtethesohoclefraskegiug. This representsaretu'uefh'lperessttdaiehisssrethaathrestiseethe upeatedrespaseefaraqaestiasnaireefthistyps. issrsalrespensereueisfrostentetventypereentand anthinglargerthanthisiequiteeutad‘theordinary. Contribut- intethiaaueesasasthesatI-eefthequestieenaireandthees- eelleu cooperation free the participating diaper services. «thebesisofeprelilinarytestinCrandlapids.lichigan. shereaGOpercatreturnuasachieved. itusestisatedthetthe nationalretursueuldbebetseenHOandGOperoent. Thah'lpereent respanaeobtainedvasscrethantheneeeesarysanplesiaeneededte haveahighdegreeefcenfidueeintheresults asdiseussedearlier. 0fthe2.300questisenaireereturned.2.262sereusedinthe analysis. rable3shsssthattherespansevespropartiuetetethe usher of questionnaires sent eat. The sample adequately severed the national attitude toeard diaper packaging 5! concentration of diaperservieeeustaeers. 16 17 The penent of return by area as contrasted to the nunber of questionnaires sent out is indicated in Table 3. Percent of Pment of W l ~m—W lorth 1700 35.“ North 690 30.5 Central 1000 20.8 W ‘38 1963 death 950 19.8 South 523 23.2 Total taco _ 100.0 Total 2259 99.9' .lstet Sue ef the Justimins analysed sure not recorded as te area the sentry. Questionnaire Evaluation It-Istherelemberedthatthereisnoperfeotquestionnaire nor is there a perfect method of questionnaire evaluation. While every effort was made to develop this questionnaire for the best possible results. it use found that sole revisions would bemadeifitveretobedone again. Question'lvouldbereuorded. Thevord'allright“ doesnot neoeuarily elicit a positive ansvm'. The answer ”yes. v diaper 18 packages are all right.“ may emote. "yes. w diaper packages are all right until something better comes along.“ Question 11 usuld be revised to read. |'What number of diapers per unit package would make their handling easier for you (i.e.. 6. 10.13. 20. armors?) fheyeooruestructuresculdnctbeuaed. Question it. 'flhat characteristics should a diaper Pom have?" soothekeyquostiouooseeruilgpecklxins. Folluingthisquestien should have been the inquiry. 'Hhich of these desirable characteris- tieadooeyourpeokagisgleok.tsocmedegreeatleastt' Basedoethegnsralrospensestothequeetiosnairetriedin SpartanVillage atllishiganStateUniversityandthetesteond'osted in Grand Rapids. lichigen. the responses to the national survey we as expected. ra- the majority of the respondents. it appeared the questionnairesasolearlyuordedandtheresaslittle difficultyin anavering the questions. CHAPTER III QUESTIONNAIRE RESULTS ll'hs results of the questionnaire are sun-arized here according to objectives of this phase of the research project and the specific questionnaire objectives. those objectives were: (i) to investigate custuer attitudes regarding specific packages and packaging syste- and (2) gather data conosming customer orientation touard changes in the current packaging. Hith these objectives in sind the ques- tionnaire as broken dsus question by question. The cross tabulao tions follow each question sums-y. Question One Salary Question 1 use divided into three parts: (1) Have you used diaper service previously? (Us. If yes. for how new children and (l)b. Hos long have you used the diaper service for each child! Tableeh.5and6shostheresultsottheresponseststhefirstquea~ tion. nu. a shows that slightly more than 35 percent or the pocplc uho ansuered this question had used diaper service previously. 19 TABLEh um 815 12:36 2251' Percent 36.2 63.8 100.0 39:5 pared of the total snple. Table5shoosthenmb¢cfohildrsninthefaui1ieavho responded to this question. It is interestin to note that 50.7 percent had used dispu- service for at least one child and 30.3 percent had used diapc service for two children. light hundred andtitteen.or36psroentod'thesalplehaduseddiaperssrvioe previously. TAM} 1.4—; a s 6 7 g 9 m m #132” 9“ 35 15 5 3 3 0 816 m 52.: 2.1 “I: I": hfi .Q .h I; g 129:9 .Average nuuber of children in the fanin uhc have used diaper service. ”36 percent of the total sample. 21 Thelastpartotouestionlccncernedthelsugthottilsthe diaperserviceuasussdtortheohildren. Ituasnseessarytodivide therespusesintoacsdeiacrdertcrthedatatobeanalysedbyths ssspnter. thisuasascosplishedbytakingtheranga,sbichranrrom lsssthausne-snthtetusyearsandsixnonths.aaddividingitinto thrsemsnthistsrvals. Thisgivesatineenonghhreakdontosufl‘i- oisntlydoterlinothslsngthcttinsdiaparserviosuuouoed. rm: 6 o Mont Responses 87 11b 59 11h ‘ 18 101 16 205 10 7'; 798 Percent 10.9 19.3 “hit 1".) 2.5 12.6 2.0 25.5 1.2 - 9.3 100.0 Key: 1 o 1.3 nonths 6 as 16-18 months a a M months 7 . 19-21 maths 3 a 7.9 months 8 as 22-20 months t a 10-12 tenths 9 a 25-27 months 05 a 13.15 nontha 10 a 28.30 nonths "thirteen to fifteen months uas indicated as the average length or diaper service for the people sslplsd. Aaalysisedthisdatashousthatthediaperservioeuasussd anaverageorthirteentofitteanuonths. This.hosever.isrelevant oalyiathatthisriguregivestheaveragelengthcrdiaparservice torthosepeoplsuhsheveuseddiaperservicspeviouslyrsrother children. 22 A nulbsr of correlations were made with Question 1. The first correlation relates Question 1 to Question 8. customer preference in special packaging. Analysis of data showed little relationship betuuen past diaper service usage and selection d‘ specific types of neu diaper packaging except that new users rare lore inclined toward new packaging ideas (i.e., Kleenex style) than were previous users. Question 1 use also correlated uith Question 9 ts deter-ins uhetharcrnotpeopleuhohadusod diaperservicesiathepasthad lore suggestions for diaper package improvsnnt than those «so had not previously used the service. statisticalanelysisasparfonadbythecoquteraheuedthere was a slight relationship between previous diaper service customers and suggestions for ilpreved diaper packaging. Approsiuatsly tasty percent at those she responded to both questions and had used diaper ssrviosinthepastindioatsdaneedfcpeckageilprovu-ut. Fifteen percent of the people who had not used diaper service previously nade suggestions for improvement. Apparently those she had used diaper service previously were sore inclined to offer suggestions for im- prcvorsnt than those who had not used the service. This, hossver, is not a highly valid conclusion. Question‘rsIsSunary .QuestionZasked.'Uhyareyouusing diaper service?“ night reasomsuarelistsdandnu‘ethanonecouldbeohosnitappropriate. Theansmsucstottenchosenusre.inord¢rs convenisnoe.more 23 unitary. protect baby from rash, and more time for baby and family. Table 7 shows the responses to Question 2. mm? Us ia Responses 205? 1193 22 E18 535 999 1033 291 Percent 91.0' 52.7’ 1.0 18.5 23.7 no.2. 15.7. 12.9 Keys 1 «- Convunisncs 5 - Dislike Hashing Diapers 2 o More Sanitary 6 .- More Tins for Baby and Family 3 .- Expectant Parent Class 7 0 Protect Baby fron Bash 11 .- Hore Eomical 8 as Others .llsst popular reasons for using the diaper service. Itumtummtmtmmmmmm nostoftenrelateddirectlytcthehealthcfthsohild. ‘ holuded in the category "other“ sure those who received diaper serviceasagift. Thisrsasonaccountedforalargembarofthe twelve percent who answered the question. The telephone interviews oftheserespondsatsshowsdthatthenulhersfpeopleusequally divided betuuen those rho were going to continue the service after thsgiftranoutandthosevhowsregcingtodiscontinuethssorvico. lo definite reasons could be obtained ft:- the discontinuation of the service. 20 Question Three Sullery Two thousand respondents received their diapers in deliveries lads once—saweek and 259 received them twice each week. or this number, 91.8 percent were satisfied with the nulber of deliveries cede each week and 8.2 percent were not. The telephone and mail survey both indicated that tho Iajority of those who complained disliked the onco—aeweek delivery. This wai especially true if’lore than one child was in diapers and a large number wus being delivered. 118E! 8 Percent 88.5 11.5 100.0 .99.9 percent of the total couple 2181! 9 .14 ; 1 W? 11: yo i 4221.... Responses 1991 178 2169. Percent 91.8 8.2 100.0 .953 percent of the total sample 25 when the results sere being hand tabulated before being snbeitted to the computer. it was found that very few people were answering the third pert 0! Question 3. For convenience 1 analysis itnsassnledthatayesornoansverto, ”Is this (delivery) often sought", gave es the sane data. is a result, partthreevasnotinclndedistheooeputeranalysis. Q'aestionronrsn-ary Question 0 asked vhethar or not deliveries eare eenvaniant. Orthe2.253mledteanseeredthisqnestiu,z.162.er96rsr- eent,indieatedthedeliveriessareoonvenient. orthefsnrper- eutmverenetsstisfied with the deliveries.theu3erity diso‘ likedthedayotdelivaryerthetieeetdaythedeliveryeaseade. A few people indicated they were receiving deliveries after five p.s.andserenothappysiththis. see-orthepeeelesantienedthatiteasneeessaryteeeto thediaperservioetopickuptheirdispersittheyhanseedtn eisssdelivery. m.thepeeplemouplainedabeetthe deliveries sere in the-incur. It appears that the onedelivery perseekisaeeeptedweaetdiaparaarvieeeutaeara. 26 TABLE 10 Wt! 1 LI 53 1 J23}... Iesponses 2162 90 2253 * ram-eat 96.0 no 100.0 '99.9 percent a: the total salple Question rive 8m Question 5 asked, More or hos do you store your clean diapers?“ Only 1,595 people anssered this qeestisn. This represents 70.5 per- oentotthetotalsalpleanalrsed. Thesostpowlarplaceotstoragetorthecleandiapersma betwdressershichaeeaontedrerud paroanterthessnle.er662 raspsnses. mummumummmnam cent. ahelmandonpbeardeaooonnted for 16.9 parents-$7.5” centrespeetively. Port (e) of Qnestiu 5 asks. ”Dom leave then (the diapers) inthepaokagesntileeedt' 0rtb1.035pereoesanssciuthisqnae- tiufldperoaltresm'ifi'yes”. Heteelthisishighlysignii’. ieantbeoanseitreintereestheewhssispleeedonretestiamneen tie. it) fiish relstes te diapd' peckeas characteristics yum. Tunnels-tin 61hipsreeltotflle respoaddts indicated prstedtim asanessentislpaokasechsraoteristicsvenvhentheyarestored. 27 Question Six Smary Question 6 one need to determine the prevalence of the various ferns of diaper packaging. The customer chcee between paper. plantie bags. cloth bags and other means of packaging. TABLE 11 Responses 3‘14 1890 20 7 2261 Percent 15.2 83.6 0.9 . 0.3 100 .100 percent of the total sasple As Table 11 indicates. the lost walnut type of diaper peck.- aging was a plastic bag. 01’ the 2,261 who answered the qneetimaire. 83.6 percent received their diapers packaged in plastic bags. 15.2 percent packaged in paper and 0.9 percent packaged in cloth bags. The ruining 0.3 percent chechd “other“. Anuberefcress-cmelationssereeadetodetersine (1) if the onstuars sore satisfied sith the diaper packaging. (z) the rela- tionship betseen the types of packaging received and suggestions for ilprsveeententhepackagingand (3) flacpcpnlaritycfvarionseeans cf diaper packaging across the comtry. 28 TABLE 12 Is The Present Hethod 0f Packagim Satisfactory! 111 go We 1211.21.212511121....!2- .1 521......‘1w No: 1L......£EfiflflL—.. Paw 276 85.155 #7 10.55 323 100.0 1h.82 Plastic Bag 1771 96.67 61 3.33 1832 100.0 amok 01m 3.; 15 78.95 a 21.05 ' 19' 100.0 .37 001.1- 5 83.33 * 1 16.67 6 100.0 __,_g§ 100.0 Questieeénsthenaoeeotahelatedsitthestim9toseeif there sea aw relationship betsaen the types at packaging received andslggestiens hrWeethepackaging. TABLE 13 Question 6 Cress~tahnlated with Question 9 Wm WM. 1 _g9_,____g___gm,__ Paper 71 22.90 239 77.10 310 100.0 11.30 Plastic Bag 282 16.03 15177 83.97 1759 100.0 85.00 Cloth Deg h 22.22 in 77.78 18 100.0 .86 0111.1- 2 28.57 5 71.1.3 7 100.0 .451 100.0 29 A laser degree of relationship exists between these ten variables than one found in the preceding tabulation (Table 12). hot it should be noted that there is a high degree of dissatis- faction with pom. other than plastic bags. Finally, Question 6 was cross-tabulated with Question 17 (Table 111). The three nest prevalent packages in ace eere corre- lated eith the four geographical areas of the lhtion. tote! Slight differences in percent figures between question marine and cross correlations are a result of a feearergreaternnnberofpeopleshcansearedenecf the tee questions being correlated. Hhich Types of Packaging Are Prevalent in the Four Geographical Areas of the Country! 2m Iceman , Percent 10:... 33.33 13.05 50.29 2.92 100.0 Percent can 16.55 10.53 32.09 1.60 13.15 We: km 1 56° 39° , 39 591.42%... Percent Across 29.66 20.66 18.01 31.67 100.0 Percent dosh 01.20 09.20 65.01 90.36 03.65 mm lam- _11__......9 9 - 9......29. Pea-mt 1.1-... 55.00 00.00 115.00 0.0 100.0 Pea-eat been 1.60 00.00 1.72 0.0 .09 am: m I» 1 z 1......1. Percent 101-... 57.10 10.29 20.57 0.0 100.0 0.1-0.1 Dove .50 .23 .30 0.0 » .31‘ mo. W £9 1 “37 1 31.1 M... Percent Across 30.53 19.36 23.17 26.93 100.0 1 100.0 100.0 100.0 100.0 9mm 100.0 t— 31 Plastic was the pedoninent diaper package naterial in use across the country. 1 high degree of satisfaction oith its use one also evident. Question Seven 31.017 Question 7 1.11.0 too cautions! "n 11:12 nethod of packaging .11 right? 01-. conlditheinprovedt'rhereserez.181reeponsee tothefirstpsrtofthieqnestien,u'96.hpercentetthepeople III-0104- is ‘l'ahle 15 indicates. 2,068 people were satisfied oith the wdpcumthanemimammmhwmwm multuthfhd. Wmmwmwmnmmm.a h1.bpereentcfthetotslmmlrud. Responsestethiepart eftheeoostionnuensreevonlydividedsithmmflhit ouldheilproud.eld557ohe0kihgnc.itcculdnflt. W15 Responses 2068 113 2181 Percent 90.8 5.2 100.0 U96.0 percat of total sanple 32 T1131! 16 01' Could t Be Innroved? :00 N0 Tot}; Responses 390 5‘17 937. Percent M. . 6 58 .1! 100 .0 ___A_ '01.0 percent at 101.1 sanple Question light Sonar-y Threesoggestionsforuellflm minelndedonthe questionnairotoseo ifthepeopleoerereoeptivetoneepaekag. ing ideas. Only 65.3 percent answered this question. telephone inter- vienindicstedasinilardisinterostinthisquestion. Thisloe response is probably not significant because the question donnnded perception of an unfaniliar object. The new style. pep-up was checked by 1,0111 respendats. Bundles ranging tron ten to twenty diapers was art with 399 check- ing this iten. Only 36 of the total selected individually nrapped diapers and no one offered a different idea. 33 TABLE 17 Responses 1031 36 399 1576 Percent f 71.0 2.0 27.0 100.0 Quentin 8 one correlated sith Question 16 nioh asks. 'Henld yonpaynel'o 10er (no) sock-sins" lesignifieantoonolnsionscenldbedrsnfronthedatabecauso the65pereontrosponseteQneotion8sonldneteorrelateoiththe M 97.1 motanaotion 16. Question Ii” M Question9askod.'bcyenhaveawsuggosticnsteinprovatho packaging of diapers" fee a no. If yes. please explain. Table 18 tabulates the respuseo. W 359 1736 2095 PM 17.2 82.8 100.0 M a .92.? parsed of the total sanple 30 Because a 'yes' response required a writt. explanation. the loo 17.2 figure nay be deceiving for a variety of reasons. A su-ary of suggestims for the inrovonntt of packaging 10 found in . 1.0.1- sactien. 'Co-ants lost Often lads By Diaper Service Cuteners he. latiu 1‘s Inprovon-t Of The Packagim Or The Diaper Service.“ Question fen Sonary fohelpdeternineohattypeefpaekaginthediaporservice W scold prefer. Question 10 listed various oubinations and typesotpaokaging. Table19oh~stheroopmetsverius neg. soot-d try-- of puck-sins. TABLE 19 L...._Z 3 A3 5-0 7 Responses 1609 77 03 23 112 197 2101' W Key: 1 .. Plastic Bags 5 a Skin Tight Plastic 2 . Cloth Bags 6 o Other 3 . Paper Bags 7 . 'fotals b 0 Paper Tied With String '92.9 parent at the 1.0.1 sanple Appruintoly nine percent chose “other“ as a preferred package type. ThonaJerityefthoseresponsesrelatodtoosinbothskin-n tight packagin and plastic bags. These were chosen as nnltipla an- svors to this genetic. 35 Question Eleven Sumary Question 11 was developed to help establish criteria for the developnent of new packaging ideas. Sixtyotwo percent indicated no preference for a specific nunher of diapers in the package. or the sample. 383 indicated that the most convenient number of diapers‘would be ten which accounted for 07.8 percent of the choices node. Heart in order of preference was: 20 .- 31.2 percent. 13 . 11.2 percent and 6 e 9.5 percent. The ronsining one percent wished to have ears than twenty diapers in the package. Only one-third of the respondents suggested receiving their diapers in number count smaller than.were now being delivered. 1'11le 20 Responses 791 1295 2086 ML 2 37‘2 623st :: M‘o ‘92.9 Percent of the total sample WW lesponses 76 383 90 250 1 300 Percent 9.5 07.8 11.2 31.2 .1 100.0 .38.5 percent of the total sample 36 Questies Twelve Sun-arr Question 12 asked what type of container as being used for soiled diapers. Nearly 93 percent indicated a plastic hat-per lined with a plastic bag. Four percent indicated a natal hamper lined sith a cloth bag. nun" could he sose'dsabt in the validity ef the 93 percent figure. Previous to the telephone intervisss.'se were not sears or thstihreheardtypeefhasperanddidnotgiveitapheeenthe questionnaire. It is possible that sole respondents chested plas- tis as the next thing to tihreboard. run 21 1 A. Z A} h 5 m lespoeses z 29 32 87 1980 2130' Percent * .1 1.3 1.5 M1 92.9 100.0 Key! 1 . lists]. m . 2 on Plastic III 3 . Plastic Bag and lets]. Helper h.01othBa¢andHetal Ila-per 5.?1astielagasd'lastisH-per '9h.2 percent or the m1 sanple Question 12 was cross-tabulated with Question 13 to see it the current soiled diaper container satisfied the diaper cute-ere. 3? Specifically, the cross-tabulation relates the current container with the type of container the custmer would prefer. in analysis of the tabulation indicated a strong correlation between the questims. Of the 1,936 people who answered the two questions, 1,816 or 93.8 percent, currently use the combination of plastic bag and plastic diaper hamper) 3.16 percent use cloth bags and natal halpers. The remainder use a fibrehcard hamper and plastic bag or a plastic bag and natal hamper. The container preference of those mn‘rently using plastic bags and plastic containers for soiled diapers was analysed closely. It was found that 13.82 percent would prefer a disposable halper, 5.07 percent a plastic helper only and .33 Percent a natal hamper. Of those who currently have plastic bags and plastic haspers, 75.83 percent indicated satisfaction. the rennin: 5.95 Wt was divided as follows: 1h?“ meant preferred a plastic bag and natal halperand 1.21mtpaeferrsdaclothbagandletalhu- pm. Question Thirteen Scenery The type of container soot often preferred for soiled diapers was a plastic bag and plastic hamper: 70.5 percent chose this con- tainer and bag combination. Next in popularity was a disposable hamper for which 111.8 percent indicated preference. Least preferred was the natal haspc. 38 TABEI 22 Percent 1h.8 6.0 .h 70.5 5.9 2.h 100.0 __ ‘ ._.__.__ Key: 1 . Disposable Kasper 2 . Plastic Helper Selatalflalpa b . Plastic Bag and Plastic Ila-par 5.?1astic3uandliatalfiasper 6.61sth8agandlletslnalpar '89.~ parent of the total salpls Question Fourteen 3.17 this question attempted to bring into focus the characteristics of a diaper package that the caste-er considered asst important. The respondentswaretecheckallansweratheyfeltwareispcr- tent. In order of iepertance, as deter-iced by the custom response. desired characteristics were: (1) unitary. (2) clean. (3) cffer we. Mica. (5) be easy to handle. (5) litmus. (6) our to cm. (7) clear and (8) be eye appealing. Above all. the people sent their diaper package to be sanitary. clean and offer protectiu. It is also significant, however, to note the strong response to the characterisJ A check beside W A .__.4 late: slight differences in percent figures between question sa-aaries and cross correlatims are a result of a fever crsreatermbarcfpaoplewhcanswaredceaeftbetsa questions being correlated. 39 of these characteristics may indicate a negative dissatisfaction response. The emphasis on having a package which is easy to handle suggests that this in indeed an area where more convenience night he pmvidcd by reducing the number of diapers in an individual pack. age. The next characteristic sectioned vac strength. This one brought into sharp focus by both the mail questionnaires and the personal interviews. The najor recommendation for improving the diaper packaging see to have plastic bags of stronger material. The bags sore apparently'strong enough for delivery of the diapers but. after being filled eith a seek's secs-elation.c£ soiled diapers. scald ‘eot held up ehen‘being renoved tron‘hoese tcithehtresk. The euphesis placed on having the diaper'vilksse easy te»epea again shove the importance of having a package that is convenient to handle. It relates to the type of closure used for sealing the con- tainers after the diapers are placed in thank lhny objected to tearingthercctetagoffinordertormecleandiapereand then being unable to reolcee the bag. The need for a closure Ihich ‘Iill‘leet the delande of the service, yct will be easier and lore eonvenient for opening and cloning the diaper container. has tc'he considered carefully'in developing a neu'package ehich is convenience oriented. Table 23 indicates the results of Question it. Question Fifteen Bollary Question 15 consisted of two parts. First. the cost or the diaper service psr'esek.tstthe customer and second, ehsther the cost gsgam 338925..» egfihemam gen reggae-Johan nu!— efiheaa e sew hoes t n guinea 5630." when a 83.95 ea ceases 92: in" «.N e..." e5 in“ E. 5: m5 duet £88.. .3. {Cam 0.0" 008 d0$ Wop “Own “0“” Meg E .33: he: emu RS on: 33 mg .32 83 .8888 :38. m n. m n e n u n < Haggai #1 is considered reasonable. The objective of this question was to establish cute-er attitudes toward the coat of their diaper ser- Vlose This data could be used in conjunctim with Question 16 to interpret whether or not the average contour would be willing to pay more Ta- special diaper packaging. Initial analysis showed that the cost or diaper service ranged m31.50peruektoender$h.50. Hithinthie rangs.vetand that ieoreeests of $.50 gave an adequate separation ct the seats. Tablezhgivesthespreadeftheoosts. ram 2“ W 3;,59 flifi £3.52 ”:99 £3.52 film 1mg Responses 21 173 575 759 36h 291 2172. PM 1e° 8.0 26s“ A yes 16:8 A 1’s. 100.0 .96.0 percent or the total salple tam Thesveragecostpaidbythodiaperservicecnstueraorcssthe counts-pres $3 W week. As Table 25 shoes. 95 perout or those ehc neediaperserviseteltthatthecoetnareasonebleerveryreason- able. «135.1 pementehoanseeredthis question felttheoosto: diaper service nee nnreaanable. or those analysed for this am. 9M0 "cent answered this question, so in this respect it is a representative and significant salple. #2 TABLE 25 Rating 9; Diaper Sggzice Cost ascnab R asonab U aeonabl Tota Responses 1712 305 108 2125' Percent 80.6 15.11. 5.1 100.0 .9h.0 percent of the total sanple It can be concluded that the majority of the people were satisfied with the cost of the diaper service. Question Sixteen Smary This question asked the caste-er whether or not he would pay more for special diaper packaging. 0f the sample, 2.197 answered this question, or 97.1 percent. 0! those who responded, 90 percent indicated they would not pay sore for special packaging and ten per:- cent indicated they mld Table 26 gives the results of Question 16. TABLE 26 Wald log {a m [2: §mgl gouging? A Responses 239 1958 2197' .97.! percent of the total sample #3 Questiu Seventeen Statuary Question 17 asked (as suggestions for inprovenute in the diaper service or diaper packaging. These suggestions are eun- Isrised on the fondling page. Sumaryctlenlts The analysisctthqncsticnnaire hasshoe‘lthatthclajcrity cfthcdiapersmiccmt-rssmdvcrcsatisficdiiththe packagiucurrentlybsingessd. Itshouldhenotedthtahigher degree of satisfactiu was indicated by those ccstuers showers reesivingtheirdiapereiephstiehagsaeoppoesdtoccstoeeram cerereceiflndiaparsiactbrpofluingnhrialusnchsspsper crcloth. Thesuggestiuslsdehsdiapcserviceeustoesrsoentered Nth-Imam um! “Medusa. (2)0109. (3) new. (t)0dcr.(5)PsckageGlcsureaui(6)Oth¢-. Theomentsndeby thoustoearserelistedasrollma 1. Package enmustylepepecpuagcodidu. endlescdsixorteelvearebetterthanlarge slants. e Extra plastic bags are needed. e Stronger. plastic bags are needed. e Snell portable box for diapcs. . Dislike paper. 2- W e Dislike worn diapers. Want to be she ed for diapers used: not original . alount Misha. 2e 3. 5. M Diapers (continued) a wish to receive correct count of diapers. . Poor stacking of diapers sakes than difficult to handle. . Badly wrinkled diapers. . More absorbent diapers. Hamper .. Larger helper necessary for once-«week pickup. . Disposable haeper needed. a Air tight helper. .. Tighter smtainer for soiled diapers. .. Tighter closure on helper. Odor . stronger deodorant needed. . Oder probl- sith the diaper helper. . Sanitise the plastic diaper helper. Package Closure .. Twist wire no good. a Twist wire needed. .. Better eeans of closure on plastic bag needed. Other - Two deliveries are prefemd. . Dislike having soiled diapers around for a whole UUORe . Wish to have a white plastic bag rather than a 01", “B's . Plastic bags could cause suffocation of baby. . Corrugated hapar appeared to do a satisfactory Job. “5 Other (continued) .. Service shonld sell training pants and diapers. .. Sell diaper liners. . One delivery fine. two pickups needed. - Dislike late delivery after 5 p. Is. . Gustav would like to tour the diaper facilities. CHAPTER IV DISCUSSION AND CONCLUSIONS Gmcral Overall there was little variation in responses as to area (1’ theUnitedststesasdefinedbytheW. Itisunder- stendablethatagreaternunberofrespmseswouldbeobtainedfros theheavierpopuletedareasoftheoountryendforthisreasonthe results night be biased. The author feels. although the sample con- eestratedonthessreduselypopulatedareascfthecomtry.the representativenessendvalidityoftheresultsisnotthreatened. astheoonoentrationofdiaperservioecusto-areeorrespondstcthe populationdensity. ”discussedinthequestinbyqusstimmmuotthe cacti-mire. the objectives of the questionnaire were reached. The principal objectives of determining W attitudes about current packaging and susceptibility to change can be su-arised as £011”! (1) Over 90 percent of the customers participating in the survey were satisfied with the type of packaging they were receiving. n7 (2) New ideas of packaging such as a "Kleenex“ style container where the diapers ”pop-up” were favorably accepted, but the apparent dislike for any increase in cost being passed to the consumer had a negative effect on the reception of specific packaging change. Review Of Dissatisfied Customer Attitudes Question 7 asked two questions: Is this nothod of packaging all right? Yes or No: and Could it (the packaging) be iwproved? Yes or No. The questionnaires which indicated no to the first question, yes to the second. or did not answer the first part and indicated yes to the second part, wore analysed to see if any char- acterietics were peculiar to this group ct people. To deter-ins what the custcners specifically disliked about the present kind of packaging. a amber of crock-tabulations were lads. The first of these compared the type of packagim with eug. gestions for Wt. Of the people who disliked plastic bags. two reasms occurred lost frequently! (1) danger of suffocation with little children present. and (2) the bags were too thin and break easily. Fro- pecple who are dissatisfied with paper, the sojor con- plaint concerned crackling and noisiness which occurred when renov- ing the diapers from the wrapper. A second complaint related to the relatively poor protection the paper provided if the diapers hadtoresainonthefrontporchforaperiodoftine. Ifithap- pened to rain. etc., the customer usually had scae wet or damp 1&8 diapers. lacy costs-ere found the paper ripped open or torn and this. too, was disliked. The suggestion lost often wade by people who were dissatisfied by paper was to switch to a different neans of packaging the diapers. For these customers. the wain concern was the elinination of paper as a packaging naterial. Theaextoorrelatioaconceruedaconparisonbetweentbetype of packaging new received and the characteristics that a diaper pack. age should have. The objective of this croseotabulation was to deter-ins if any one favorable characteristic was sectioned fre- quently as being absent fro- peokages being received. Thu. those characterietiesweneelparedwiththe everellrespeneetoqweetioe itteseeiftherewereawdiffereocee. Percentage cuparisens showed little difference between those who were satisfied and these who were set as far as the selection of desired package characteristics was concerned. the only differ- ence noted was that these who were dissatisfied placed sore alphasis on having a strug. easy-to-handle package than did the satisfied caste-ere. Those who were dissatisfied placed ten percent less interest on having a package that was clear. Many costs-ere felt that we delivery service per week was inadequate. fiche-week service caused an over aocuulation of diapers for the hawper and caused serious odor problels. new people suggested mom-week delivery with twice-a-week pickup. A significant umber of people were not satisfied with the plastic diaper hasper new used because of the odor it retained even after scrubbing with a detergent. new of thew showed a ‘99 preference for a disposable hamper. This would help reduce odor associated with the coiled diaper container by allowing the disc. posable hamper to be used for a specified, short period of time. A najority of the people who were dissatisfied placed emphasis on the strength of the package, ease of handling and case of opening. This emphasis implies that many of the people say not be receivirg their diapers in packages that nest these criteria. For a detailed analysis of the package characteristics people pre- ferred, refer to the sunary of Question it, page 38. The last correlation capared the area of the country with_ the type of packaging used and with calplaints about diaper pack. ’ aging. The correlation showed that complaints were of canal distri- bution for all sections of the country. in interestim comparison was nade between the type of packaging and the frequency of complaints. is shown in Table 12. there was a higher degree of dissatisfaction with people who cur- rently receive paper or cloth packaging. 50 ~33 3 35-18.. Esta. eencneom Hausa guise .oa A4909 eenoneeh cu 35.380 63.: page eeconnom Hausa 353980 .02 «ES eesoneeu o» evadeagsoc eedoau scooped enconeom Hagen aging .oz mo