A Project Report On Customer Satisfaction Among The Home Appliance
A Project Report On Customer Satisfaction Among The Home Appliance
A Project Report On Customer Satisfaction Among The Home Appliance
ROLL NO. 38
BBM II Year
STUDENT DECLARATION
I Amrita Singh, Roll No. 38 of BBM2nd year. Here by, declare that the research project
entitled “On customer satisfaction among the home appliance” has been completed by me
under the guidance of Trishna Ma’am J.D. Women’s College, Patna.
I declare that the work done by me is genuine and true to the best of the knowledge
and belief.
ACKNOWLEDGEMENT
I Would like to take this opportunity to express my sincere thanks and gratitude to all those
people without whose active support and encouragement, this project would not had been
success.
I express my sincere thanks to our principal for allowing me to be a part of this college.
My special thanks to Trishna ma’am for her valuable guidance and support through the survey. I
am indebted to our lecture who gave their valuable time in going through the entire man sprit
and made valuable comment in completing this project work.
Last but not the least I would like to thank all other people for their corporation, valuable
support and suggestion.
MARKETING MANAGMENT
Marketing is that economic activity by which the commodities and services are
acquired in exchange of money. It means that activity or activities which are
directed with a specific motive of transferring the products from production point
to the final consumption point. Really speaking, the meaning of 'marketing' refers
to the procedure of distribution of goods or products from the producers to the
final consumers.
The four Ps of Marketing (Product, Price, and Place & Promotion) are also known
as the ‘Product Mix’. The product mix is a crucial tool in determining a product’s
offering to the customer. Let us look at each P one by one:
Product: The Product can either be tangible, which have independent physical
existence (from needle to motor parts) or Intangible service (like in IT and tourism
industry). Launching the right kind of product with appropriate number of
variants is one of the critical decisions for marketing managers.
Price: The price of a product determines the offering, which the customers are
willing to give to buy that product. The price can neither be too low that the seller
incurs losses, nor be too high that the consumers cannot afford the product. The
price of a product or a service depends on its demand, which is determined by
demand elasticity. A product is said to be elastic if raising its price reduces the
demand considerably (example: coffee, people will switch to tea) and the
product/service is inelastic if its demand is not affected even after raising the
price. (Example: petrol)
Place: The market where the product is sold is known as place. The markets
should be convenient for the consumers to access. Distribution network for a
product determines its availability in shops/outlets
3. THE SELLING CONCEPT - The selling concept is based on the belief that
consumers and businesses will not purchase products from companies or
won’t buy enough of the organization’s products without aggressive selling
and promotional efforts. The purpose of this concept is focusing on selling
what the company creates rather than focusing on making what the
consumer wants (what the market wants) during implementation.
Managers usually focus on creating a comprehensive advertisement
campaign to coax consumers into purchasing their products.
RESEARCH METHODOLOGY
Research methodologyis a way to systematically solve a problem. It refers to the
various steps that are generally adopted by researcher in studying his research
problem. The researcher must know how to develop the problem, hypothesis of
the study, collection of data through sample design and size and also various tools
and techniques which should be applicable to come to relevant conclusion.
Primary Data: The information provided by the customer & staff member
Through the personal interaction with the help of questionnaire.
Secondary Data: This data has been taken from reliable source like internet,
magazine etc
SAMPLE SIZE
For the purpose current study sample size is 100. The questionnaire were filled by
the people living in Patna by different age group, occupation, qualification phone
no. so that we can more precious and accurate data.
LIMITATION OF THE STUDY
Dear sir/ma’am,
PERSONAL DETAILS
1) NAME:-
2) GENDER
a) male b) female
3)Age:-
(c)35-45 (d)above 45
4)EDUCATION QUALIFICATION
(a) Matric
(b) Intermediate
(c) Graduate
(d) Postgraduate
(e) Other please specify--------
3) Occupation
(a)salaried class
(b)student
(c)house wife
(d)self employed
(e)other please specify---------
4) Mobile no………….
5) Address…………………………………………………….
15) What is your satisfaction level with the customer sales service.
a) Highly satisfied
b) Satisfied
c) Not satisfied
d) Dissatisfied
e) Highly dissatisfied……………………
DATA ANALYSIS
OCCUPATION
Salaried class 40
Student 10
House wife 30
Self employed 20
Other specify 0
Total 100
45
40
35
30
25
20 Series1
15
Series2
10
Series3
5
0
Interpretation
Out of a sample of 100 respondents 40% respondent salaried class, and 10%
respondents student, and 30% respondent house wife, , and 20% respondents self
employed and 0% respondent rest on other.
From how many years you have been using refrigerator?
1 to 2 years 20
2 to 3 years 30
3 to 4 years 20
4 to 5 years 20
Total 100
35
30
25
20 Series1
15 Series2
Series3
10
Series4
5
Series5
0
From No. of a)less b) 1 to c) 2 to d) 3 to e) 4 to f) more
how years than 1 2 year 3 year 4 year 5 year than 5
many year year
year
Interpretation
Out of a sample of 100 respondents 10% respondent less than 1 year, and 20%
respondents 1 to 2 years, and 30% respondent 2 to 3 years, , and 20%
respondents self 3 to 4 years and 20% respondent 4 to 5 years and 10%
respondent more than 5 years.
What is the source of information about refrigerator?
Family members 10
Friends 30
T v advertisement 40
Dealer viedgment 10
Others 10
Total 100
45
40
35
30
25
20
15
10
5
0
1 2 3 4 5 6 7 8 9
Interpretation
Out of a sample of 100 respondents 10% respondent family members, and 30%
respondents friends, and 40% respondent tv advertisement, , and 10%
respondents dealer viedgment and 10% respondent other.
Which company or brand of refrigerator you use?
L.G 50
Samsung 10
Panasonic 10
Videocon 10
whirlpool 10
Total 100
60
50
40
30
Series1
20
Series2
10
Series3
0
Series4
Series5
Interpretation
Out of a sample of 100 respondents 50% respondent L.G, and 10% respondents
Samsung, and 10% respondent panasonic , and 10% respondents videocon and
10% respondent whirlpool.
What is the price of your current refrigerator ?
Below 10000 25
10001 to 20000 30
20001 to 30000 20
30001 to 40000 10
40001 to 50000 10
Total 100
price of refrigerator
35
30
25
20
15
10
5
0
1 2 3 4 5 6 7 8 9 10
Interpretation
Out of a sample of 100 respondents 25% respondent below 10000, and 30%
respondents 10001 to 20000, and 20% respondent 20001 to 30000 , and 10%
respondents 30001 to 40000 and 10% respondent 40001 to 50000, and 5%
respondent more than 50000.
Which size of refrigerator you currently use ?
145LT 10
205LT 25
160LT 20
170LT 10
180LT 10
190LT 15
244LT 10
Total 100
SiZE OF REFRIGERATOR
30
25
20
15
10
5
0
Interpretation
Out of a sample of 100 respondents 10% respondent 145LT, and 25% respondents
205LT, and 20% respondent 160LT , and 10% respondents 170LTand 10%
respondent 180LT, and1 5% respondent 190LT,and 10% respondent 244LT.
Where did you buy your current refrigerator?
Showroom 55
Dealers 20
Direct purchase 20
Other mode 5
Total 100
60
50
40
30
20
10
0
where did place a) showroom b) dealers c) direct d) other
you buy your purchase mode
current
refrigretor?
Interpretation
Office purpose 20
Shop purpose 10
Other purpose 10
Total 100
70
60
50
40
30
20
10
0
1 2 3 4 5 6 7 8
Interpretation
Out of a sample of 100 respondents 20% respondent office purpose, and 60%
respondents house hold purpose, and 10% respondent shop purpose , and 10 %
respondents other purpose.
Are you satisfied with your purchase decision?
Highly satisfied 40
Satisfied 59
Not satisfied 1
Dissatisfied 0
Total 100
70
60
50
40
Series1
30
Series2
20
Series3
10
Series4
0
qes) are you a) Highly b) satisfied c) Not d)
satisfied with satisfied satisfied Dissatisfied
your
purchase
decision?
Interpretation
Out of a sample of 100 respondents 40% respondent highly satisfied, and 59%
respondents satisfied, and 1% respondent not satisfied , and 0% respondents
dissatisfied.
Would you like to recommend your current brand of
refrigerator?
Answer No of people
Yes 98
No 2
Can’t say 0
Total 100
120
100
80 Series1
Series2
60
Series3
40 Series4
Series5
20
0
1 2 3 4 5 6 7 8
Interpretation
Out of a sample of 100 respondents 98% respondent yes, and 2% respondents no,
and 0% respondent can’t say
What is your satisfaction level of your customer sale
service?
Highly satisfied 70
Satisfied 29
Dissatisfied 0
Not satisfied 1
Highly dissatisfied 0
Total 100
80
70
60
50 Series1
40 Series2
30
Series3
20
10 Series4
0 Series5
Series6
Series7
Interpretation
Out of a sample of 100 respondents 70% respondent highly satisfied, and 29%
respondents satisfied, and 1% respondent not satisfied , and 0% respondents
dissatisfied and 0% also respondent highly dissatisfied.
SUGGESTION
1) Display share should be increased for the new products where there is less
than 50% as LG also believes that “ JO DIKHTA HAI WO BIKTA HAI WO
BIKTA HAI”.
3) Company should concentrate more on its major drivers LCD,IT and GSM.
Branding and promotion should be done effectively as it creates a long
lasting image in the mind of customers.
CONCLUSION
2) Gaining in-depth knowledge about the customer’s behavior and white good
business in India as-well-as consumer loyalty.
3) Website of consumer durable brand like Sony, Samsung, L.G etc and from
the book of S.K GROVER.