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B.B.

A Programme

Shivaji University, Kolahapur.

INTRODUCTION

Introduction to Study:In today marketing era the customer satisfaction concept is very important. i.e. any firm or a company is made on the satisfaction of customer the most of the customer look towards the value of the money of service and then take the selecting decision the customer of the various societies sees towards value of money as well as services of the company the scope of the company based on customer satisfaction. In the existing business environment markets are turbulent and customer needs fast changing company should attention towards customers satisfaction i.e. by to fulfill their needs and requirements the company given attention towards whether the customer are satisfied or not, because the success of the company depends upon the customers buying behavior or attitude towards company. Because of the value of money the particular company give attention towards customer satisfaction i.e. try to fulfill their need and requirement the company or firm given attention towards whether the customer are satisfied or not because the success of the company depends upon the customers buying behavior or attitude towards company. Customer satisfaction is continues process which does not begin or end with a purchase it covers the entire ownership experience from selecting a product to purchase through after to repast purchase.

Thus, in this project I have worked on study on customer satisfaction with special reference to Ramesh Electronics.

(CIMDR, Sangli)

B.B.A Programme

Shivaji University, Kolahapur.

Objectives of the study:-

To study Electronics.

the

customer

satisfaction

with

special

reference

Ramesh

To study the customer expectations while purchasing the Videocon D2H. To study the customer buying behavior about connecting Videocon D2H. To study various schemes and plans of the company. To study the customer view regarding old technology and new technology.

Scope of the study:-

The project work covers the city Videocon D2H. Performance in sangli with reference to their branch of sangli. The present study is restricted to sangli market. The study covers the data related with Videocon D2H. The information includes overall study about customer satisfactions. It has a wider scope regarding the satisfactions level of the customer because, different customer has different satisfactions level this project work covers the study or customer satisfactions with reference to Ramesh Electronics in sangli the study covers the data of Videocon D2H.

(CIMDR, Sangli)

B.B.A Programme

Shivaji University, Kolahapur.

Research Methodology Data Collection:They require data for an above study is collected through the following sources.

METHODOLOGY

Primary data

Secondary data

1 Primary data:The primary data will be the information collected for specific Purpose. Data collected by interviewing numbers of customers with the help Of some questions. It includes questionnaire, personal interview, survey etc.

2 Secondary data:Existing information will be found in this part. It will be Collected from the books, and other sources. The organizational Book or the guide will help for the collection of information.

(CIMDR, Sangli)

B.B.A Programme

Shivaji University, Kolahapur.

Limitations of the study: Many customer were not giving full information and many of them could not explain their view about service. Due to large area and population of Sangli district it was very difficult to cover each and every segment of market. Questionnaire being in English language and not in local i.e. Marathi caused problem in data collection. As the different customer have different satisfactions level it is difficult to compare between two or more customer. The sample taken for the study includes few costumers out of large Numbers.

(CIMDR, Sangli)

B.B.A Programme

Shivaji University, Kolahapur.

COMPANY PROFILE General Information:Name of Shop: - Ramesh Electronics. Name of proprietor: - Ramesh B. Shegane. Address: - Bhagvant Bhavan Near Chemist Bhavan , Gulmohar Colony, Sangli. Establishment date: - 21st Oct 2009. Type of Shop: - Authorized Service Center. Area of Shop: - 300 aq. ft. Products: - Videocon Satellite LCD T.V., Satellite DVD, STB. Capital Investment: - 10, 00,000/Source of Capital: - Own Capital. Ph. No.:- 0233-2320701.

Introduction to Organization:Ramesh Electronics is the authorized services center of Videocon D2H it is open on 21 Oct 2009. Ramesh Electronics provide Videocon D2H to all over sangli district. It provides service to the Videocon D2H customer like to activation of D2H services & also solved the customer problems related to D2H services. Also it has the Authority to sale the D2H and also it has Recharge voucher so customer can recharge their D2H here.
st

The system of this service center is company provide material to service center then dealer or distributor sales the D2H or we can sale then we provide all service to customer like we fit the dish without any extra charges the charges of service is provided by the company we have the special system for it also a special software for it. Also we have some restriction like area they given us the area i.e. Sangli district means we can provide our service in sangli District only.

(CIMDR, Sangli)

B.B.A Programme

Shivaji University, Kolahapur.

Introduction to Company:-

Videocon Group of Company

Type Genre Founded Founder(s) Headquarters Area served

Private Conglomerate Conglomerate 1979 Mr. Nandlal Madhavlal Dhoot Aurangabad, Maharashtra, India Consumer Electronics Home Appliances Components Office Automation Internet Petroleum Power D2h Mobile phones

Industry Revenue Net income Owner Website

Consumer Durables, Oil and Gas etc. U$4.1 billion U$276 million Mr. Venugopal Dhoot (Ceo&MD) http://www.videoconworld.com

(CIMDR, Sangli)

B.B.A Programme

Shivaji University, Kolahapur.

A VIDEOCON ENTERPRISE GROUP BHARAT BUSINESS CHANNEL LIMITED

DIRECT HAI CORRECT HAI

Videocon D2H:Bharat Business Channel, a Videocon group enterprise is offering DTH services under brand name Videocon D2H. Videocon is coming with their Direct to Home venture D2H with tag line of Direct hai Correct Hai. The slogan is quite meaningful at the first look as due to the features and a convenient price, it may soon gain a lot of popularity. Videocon D2H brings you Indias 1st real satellite television, via state of art satellites, which means you no longer have to tolerate all the hassles associated with Cable TV. No more frustrating disconnections right in the middle of an intense game. And whether anyone watching a Hollywood thriller or a desi block buster, Videocon D2H results in a The End to all the unnecessary interruptions. Their interactive Direct to Home Services will be available through Satellite LCD, Satellite TV, Satellite DVD as well as a Set Top Box (STB).

ABOUT BBC:BBCL is a new and separate company that has been floated for this purpose by the Videocon promoters. D2H+ is the brand name under which the service will be offered. We have already budgeted an investment of Rs 10 billion in this venture over the next two years. DTH in India, with players like Dish TV, Tata Sky, Reliance ADAG and Bharti, will be a low ARPU (average revenue per user), high volume game. It established for expand the DTH market and distribution network which will provide the pipeline for mop up to one million subscribers in the first year. It also launches Mobile Handsets in India under the banner of BBCL (Bharat Business Channel Limited) with brand name of Videocon with DTH service. DTH stands for Direct To Home which is a direct mode of transmission between Broadcaster and Subscriber through satellite.

(CIMDR, Sangli)

B.B.A Programme

Shivaji University, Kolahapur.

DTH in India:DTH services were first proposed in India in 1996. But they did not pass approval because there were concerns over national security and a cultural invasion. In 1997, the government even imposed a ban when the Rupert Murdoch-owned Indian Sky Broadcasting (ISkyB) was about to launch its DTH services in India. Finally in 2000, DTH was allowed. The new policy requires all operators to set up earth stations in India within 12 months of getting a license. DTH licenses in India will cost $2.14 million and will be valid for 10 years. The companies offering DTH service will have to have an Indian chief and foreign equity has been capped at 49 per cent. There is no limit on the number of companies that can apply for the DTH license.

Advantages of DTH over cable Television:DTH provides digital High quality picture & stereo sound compared to normal cable television which provides only analog signals & mono sound. You only pay for what you want to watch unlike cable television where you pay for all the channels including the ones you dont watch.

History of DTH:The first satellite television signal was relayed from Europe to the Telstar satellite over North America in 1962. The first geosynchronous communication satellite, Syncom 2, was launched in 1963. The world's first commercial communication satellite, called Intelsat I (nicknamed Early Bird), was launched into synchronous orbit on April 6, 1965. The first national network of satellite television, called Orbita, was created in Soviet Union in 1967, and was based on the principle of using the highly elliptical Molniya satellite for re-broadcasting and delivering of TV signal to ground downlink stations. The first domestic North American satellite to carry television was Canadas geostationary Anik 1, which was launched in 1972. ATS-6, the world's first experimental educational and Direct Broadcast Satellite, was launched in 1974. The first Soviet geostationary satellite to carry Direct-ToHome television, called Ekran, was launched in 1976.

(CIMDR, Sangli)

B.B.A Programme

Shivaji University, Kolahapur.

Introduction to Service:It provides the service to the Videocon D2H customer like to fit the dish in given timing or clear SR means service repair. Also the solve the problem of customer related with Videocon D2H. The system of this service center is company provide material to service center then dealer or distributor sales the D2H or we can sale then we provide witch service to customer like we fit the dish without any extra charges the charges of service is provided by the company.

Charges:Packages Satellite Satellite Box 1001 Satellite Box 1002 Satellite Box 1001-U Satellite Box 1002-U Satellite DVD 5002/5003 Satellite DVD 5002/5003-U Rs.2990/5Months 4Months Rs.2690/4Months Rs.1890/5Months 3Months Rs.1690/5Months 3Months Rs.1590/4Months 2Months Rs.1390/4Months 2Months Price Gold Diamond

(CIMDR, Sangli)

B.B.A Programme

Shivaji University, Kolahapur.

Videocon D2H Competitors:-

Name Of Company

Other Information

Insat 4 CR (74 E)

Mpeg 4 compression

6 Transponders

NSS6 (95 E)

Mpeg 2 compression

12 Transponders

Insat 4 CR (74 E)

Mpeg 4 compression

6Transponders

MEASAT 3 (91.5 E)

Mpeg 4 compression

6 Transponders

Videocon D2H other Competitors:-

Cable Services

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

ORGANISATION CHART:-

OWNER

General Manager (GM)

Finance Dept

Sales Dept

Others Dept

Accountants Finance Mgr Cashier

Customer Relation Manager

Sales Executive

Sales Manager

Receptionists Watchmen Cleaners Computer operator

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

THEORETICAL BACKGROUND OF STUDY Introduction:All business firms have realized that marketing is a core element of management philosophy and the key to its success lies in focusing more and more on the customer. I.e. it will be the customer who will decide where the firm is heading. Thus the challenge before the marketer is to e that they satisfy every customer. Adam Smith in his, The Wealth of Nations, has said Consumption is sole end and purpose of all production and the interests of the product ought to be attended to, only so far as it may be necessary for promoting those of the consumer".

Definition: Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service.

Customerization:Today consumer is looking out for value for money. The challengebefore the marketer is to identify what value would appeal and convince the consumer. Marketers are trying to enhance the concept of value through unique delivery methods. They have realized that product service character tics, customer's aspirations and perceptions and the availability of competing alternatives can be used to enhance customer value. But the focus and challenge before every firm is to rebuild itself around its customer. It should able to perceive, interpret, serve and satisfy the customer with the type of products and services she desires and arm itself so as to gain a competitive edge of Customerization.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Customerization will help a firm in: Providing the quality of service to match the customer requirement. Help to focus on consumers needs so as to add value and offer benefits to the customer. To identify new customers, new market segments and new applications for existing products. Work towards total customer satisfaction and maximum customer delight.

. The above figure shows how a customaried chain could be formed by a firm so as to increase its operational efficiency and also add to its customer delight. Such an exercise will increase the employees level of motivation and involvement and help them to work towards consumer satisfaction. However, it may be noted that consumer satisfaction is a relative rather than an absolute measure. Further, very often satisfaction after the purchase is dependent on expectations held before the purchase of the product or service.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Working towards enhancing customer satisfaction:-

In the existing business environment-markets are turbulent and customer needs fast changing, companies should opt for ways to add value for their customer by offering products or services just the way they want it. When the customer has to choose from a large and bewildering number options, features, pricing structures and delivering methods, offering a unique product to every individual customer will go a long way in adding value to the consumer decision making process. Customer satisfaction is a continuous process which does not begin or end with a purchase. It covers the entire 'ownership experience from selecting a product, to purchase, through aftercare repeat purchase. Clearly there are three phases in the customer satisfaction process, namely: 1. Pre Sales: During this stage the customer's expectations are developed through the various information sources like advertising, word of mouth and so on. 2. During Sales: When the customer is engaged in experiencing on how to deal with enquiries and sell products 3. The After Sales Period: This refers to the period when the customer has started using the product. Thus customers expectations and their experience will together determine the level of satisfaction. These expectations are inclusive of:

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Pre-sales period Availability of clear, useful information on: The product or service. Its quality aspect. Its core benefits or advantages. Its price. Its availability or sales outlet. How to obtain it. During sales period Opportunity to inspect the products. Provision of an attractive sales environment. Courteous and attentive service. Reasonable and reliable delivery. Enhancing quality of goods or services. Prompt redressal in case of complaint receipt. Freedom to choose without undue sales pressure. The after sales period If required necessary support or advice be provided. Prompt replacement or refund if necessary. A smooth and straight forward complaints procedure. Efficient repair and maintenance service. Efficient and effective consumer follow-up process.

From the above discussion it is seen that consumer satisfaction goes beyond the core product or service offering. Marketing decision makers have to start by trying to understand the elements which together will determine the satisfaction levels. Then list the elements in a proper-sequence so as to identify what is to be done so as to increase the customers satisfaction level. This can be done only if the marketers involve a system which facilitates interaction with their customers. These interactions will prove to be equally important as the quality of the core product or service offered by the company in the long run.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Importance of Regular Research:-

The inter-relationship between firm& the customer so as to enhance customer satisfaction Regular research is necessary to keep a track of the changing levels of customer satisfaction. Market research will give excellent clues to the firm about what existing or prospective customers think. At the same time they will also provide information on how they rate one's competitor. This will indirectly indicate where the firm stands. In short, market research wil1 help the firm to enter into a dialogue with their customers and also help in avoiding losing sight of them. Very often companies have found themselves in deep trouble for neglecting the very reason for their business customer. There are many cases of brands and companies which have witnessed a downward swing in their business only on account of forgetting their customers and not doing anything to enhance their customer satisfaction. A classic case referred to World over is that of the automobile giant The Ford Motor company, which got into deep trouble twice for not listening to their customer: By providing the no frill, low priced Model T, Ford had revolutionized the American markets and the top automobile makes for 17 years. However, after 17 years the same customers rejected 'Ford' in favor of options available from General Motors. This was because Ford failed to recognize the new value providers or the change in customers choices.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Feedback:Many of the companies are encouraging their customers to give a feedback and use this as a means of maintaining regular contact and dialogue. Having realized the importance of obtaining a feedback from their customers, rather than avoiding comment, companies are encouraging their customers to talk. As mentioned above, feedback helps the marketer and firm to get an idea about the customers viewpoint on their products or services and more important is that this information will help them to take action and deal with any problems immediately. Various methods can be used to obtain information on the customer satisfaction levels of the product purchased or service provided. Did you feel we responded to your request quickly? Did the service engineer arrive on the time communicated to you by us? How long did the engineer take to complete the job? Did the engineer have the necessary inputs parts? How was the engineer's attitude? Was he courteous and helpful? Are you fully satisfied with the type of job done by our service engineer?

CUSTOMER SATISFACTION IN SERVICE MARKETS:Today, a very powerful driver of any business is very similar to Murphy's first law of business. Every consumer has a choice". In India also the range of choices has gone much beyond only competing players in the same service category to new competitive services from different categories so as to satisfy the same need. Of course, 'changing consumer behavior by educating him' may be a part of every service providers plan to differentiate in the competitive environment. But unless the customer is convinced about the benefits it will be a losing game. The customer spends more time deciding at is good for him. The Indian customer can no longer be taken for granted. He/she will no longer be contented with average service. He is aware that he is being charged for every little odd job and thus expects quality treatment. Thus if he/she feels their well being is not being taken care of, he may look out for other options.

Types of Services Markets:The service industries are also vast and varied. It includes: in the government sector - the courts, hospitals, banks, insurance companies, post offices, defense services, police and fire services, other regulatory agencies and schools. In the business sector - airlines, banks, computer services offering agencies, hotels, law firms.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

CONCLUSIONS:With the arrival of the age of continuous change, marketers have realized that they have to constantly monitor and understand the underlying, unserved needs of the customers so as develop a customer focused strategy. . The key developments visible in the marketing are deregulation, global competition, mergers and acquisitions etc. have made firms realize that customer satisfaction should be their most important goal. Firms are engaged in building database on customers which includes their personal characteristics, preferences and purchase choices. Understanding the underlying psychographic of the consumers can help the firms to develop better products or high value added services which will go a long way in enhancing satisfaction.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q 1) From where did you come to know about our product?


Sr. No 1 2 3 4 Particular News Paper Advertisement Friends Other Total No. of customer 11 24 9 6 50 Percentage 22% 48% 18% 12% 100%

60% 50% 40% News Paper 30% 20% 10% 0% Source Advertisement Friends Other

No. of Customer

Interpretation:From above chart 48% of our customer came to know about our product from advertisement and 22% are from News paper. The amount of percentage of consumer who came to know from friends and other media is 18% and 12% respectively Advertisement and News paper is very popular medium of Videocon product and Maximum customer came to know from this medium.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q 2) Why did you choose the Videocon D2H?


Sr. No 1 2 3 4 Particular Quality Cost Reliable Package flexibility Total No. of customer 20 15 8 7 50 Percentage 40% 30% 16% 14% 100%

45% 40% 35% No. of Costomer 30% 25% 20% 15% 10% 5% 0% Source Quality Cost Reliable Packages

Interpretation:From above chart 40% of our customer choose the Videocon D2H for pitcher quality and 30% are for cost. The amounts of percentage of customer who choose the Videocon D2H for reliable and packages flexibility is 16% & 14% respectively. . Videocon D2H Company acquires good market share because of brand name, the customer faith on company brand name.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q 3) Did you have any other connectivity before?


Sr. No 1 2 Particular YES NO Total No of customer 15 35 50 Percentage 30% 70% 100%

Yes No

Interpretation:From the above pie-chart only 30% customer can purchase other connectivity Before Videocon D2H that customer are not satisfied with the other connection Then they purchased Videocon D2H & the remaining 70% are they can newly purchased Videocon D2H.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q4) It yes which?

Sr.No 1 2 4 5 6

Particular TATA Sky Big T.V. Dish T.V. Sun Direct DD direct + Total

No. of customer 2 1 5 2 5 15

Percentage 13% 8% 33% 13% 33% 100%

35% 30% 25% No. of Customer TATA sky 20% 15% 10% 5% 0% Source Big T.V. Dish T.V. Sun Direct DD Direct+

Interpretation:Only 30% customers are purchased other connectivity before VideoconD2H. From the above chart 33% customer can use Dish T.V. & Sun Direct. Tata sky used for only 13%. Big T.V. is used 8% customers. Sun Direct use for only13%.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q 5) Which package do you think most reliable in our product?

Sr. No 1 2

Particular Gold Diamond Total

No. of customer 30 20 50

Percentage 60% 40% 100%

Gold Diamond

Interpretation:From above chart 60% of our Customer think Gold Pack is most reliable in our product. And 40% are from Diamond Pack. Diamond Pack include most popular channel so consumer mostly refer this Pack.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q 6) Mode of payment?
Sr. No 1 2 3 4 Particular Monthly Quarterly Half Yearly Yearly Total No. of customer 20 15 10 5 50 Percentage 40% 30% 20% 10% 100%

45% 40% 35% No. of Customer 30% 25% 20% 15% 10% 5% 0% Source Monthly Quarterly Half Yearly Yearly

Interpretation:From above chart 40% of our customers mode of payment for monthly and 30% are for quarterly. The amount of percentage of customers mode of payment for half yearly and yearly is 20% & 10% respectively many of the customers change package monthly so they prefer monthly mode of payment.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q 7) Did you find the instruction to be clear?

Sr. No 1 2

Particular YES NO Total

No of customer 35 15 50

Percentage 70% 30% 100%

Yes No

Interpretation:From above pie-chart it is observe that out of 50 Customer 70% of customer says that the instruction are clear and 30% says that it is not clear. Maximum customer gets clear instruction about various charges from Videocon D2H Company.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q 8) Do you feel that product matches your expectations?

Sr. No 1 2

Particular YES NO Total

No of customer 37 13 50

Percentage 74% 26% 100%

Yes No

Interpretation:From above pie-chart it is observe that 74% of customer Says that the expectations are matches and 26% says that it is not matches expectation. Different customer has various expectations. So Videocon D2H Company is fulfilling maximum customers expectation.

(CIMDR, Sangli)

26

B.B.A Programme

Shivaji University, Kolahapur.

Q 9) Whether Videocon D2H is economically better as compare to another company product?

Sr. No 1 2

Particular YES NO Total

No of customer 40 10 50

Percentage 80% 20% 100%

Yes No

Interpretation:From above pie-chart it is observe that 80% of customer says that the Videocon D2H is economically better as compare to another company product and 20% says that Videocon D2H is not economically better as compare to another company product.

(CIMDR, Sangli)

27

B.B.A Programme

Shivaji University, Kolahapur.

Q 10) What are the problems that your facing from Videocon D2H?
Sr. No 1 2 3 4 Particular Signal Activation Recharge No Problem Total No. of customer 5 6 9 30 50 Percentage 10% 12% 18% 60% 100%

70% 60% 50% No. of Customer 40% 30% 20% 10% 0% Source Signal Activation Recharge No Problem

Interpretation:From above chart 60% of our customer no facing problem from Videocon D2H and 10% are faced single problem. The amount of percentage of customer facing problem from activation and recharge is 12% & 18% respectively. Customers facing problem related to other problem and service respectively.

(CIMDR, Sangli)

28

B.B.A Programme

Shivaji University, Kolahapur.

Q 11) Are you getting sufficient services from our company or customer
care?

Sr. No 1 2

Particular YES NO Total

No of customer 45 5 50

Percentage 90% 10% 100%

Yes No

Interpretation:From above pie-chart 90% of customer getting sufficient services from our company or customer care and 10% is not getting sufficient services from our company or customer care. Company authorized services center available he provide quality services and he provide immediate services.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q 12) Do you want any improvement or any additional things to add in our product?

Sr. No 1 2

Particular YES NO Total

No of customer 15 35 50

Percentage 30% 70% 100%

Yes No

Interpretation:From above pie-chart it is observe that 30% of customer says are that additional things to add in our product and 70% says that it is not required. More than 30% customer want to improve our product so company need to improve product with technological improvement.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q 13) Is our product flexible, cheaper etc. than any other product?

Sr. No 1 2

Particular YES NO Total

No of customer 35 15 50

Percentage 70% 30% 100%

Yes No

Interpretation:From above pie-chart 70% of Customer Says our product is flexible, cheaper etc. than other product and 30% says that our product is not flexible, cheaper etc. than other product. From the above pie chart we conclude that, most customers say our product is flexible & cheaper so customer is satisfied.

(CIMDR, Sangli)

31

B.B.A Programme

Shivaji University, Kolahapur.

Q 14) What about advertisement of our product?

Sr.No 1 2 3 4

Particular Good Better Fair Poor Total

No. of customer 10 28 8 4 50

Percentage 20% 56% 16% 8% 100%

60% 50% 40% Good 30% 20% 10% 0% Source Better Fair Poor

No. of Customer

Interpretation:From above chart 56% of our customer says that the advertisement of our product is better and 20% says good. And 16% & 8% says that the fair and poor respectively. From the above bar chart we interpret that most of customer says that our product advertisement is good but who says bad & fair that suggestion we need to think about that.

(CIMDR, Sangli)

32

B.B.A Programme

Shivaji University, Kolahapur.

Q 15) Have you suggested other to purchase our product?

Sr. No 1 2

Particular YES NO Total

No of customer 45 5 50

Percentage 90% 10% 100%

Yes No

Interpretation:From above pie-chart it is observe that 90% of Customer suggested other to purchase our product and 10% not suggested. Many customer are tell to other about our product but most of customer have not told to other because of they have no time.

(CIMDR, Sangli)

33

B.B.A Programme

Shivaji University, Kolahapur.

Q 16) Have you done (Easy recharge) for monthly pack? If yes is it comfortable for Customer?

Sr. No 1 2

Particular YES NO Total

No of customer 30 20 50

Percentage 60% 40% 100%

Yes No

Interpretation:From above pie-chart it is observe that 60% of customer says that monthly package is comfortable and 40% says that monthly package is not comfortable. Many packages are available in Videocon D2H so many customer monthly change her packages.

(CIMDR, Sangli)

34

B.B.A Programme

Shivaji University, Kolahapur.

Q 17) Did you get appropriate information about entire range of product?

Sr. No 1 2

Particular YES NO Total

No of customer 35 15 50

Percentage 70% 30% 100%

Yes No

Interpretation:From above chart, It is observed that 70% of customers get appropriate information about entire range of product and 30% are not getting the information. Videocon D2H Company provides information to his customer through, massage, advertisement, and help channel and through services center etc.

(CIMDR, Sangli)

35

B.B.A Programme

Shivaji University, Kolahapur.

Q 18) Did you get services from dealer?

Sr. No 1 2

Particular YES NO Total

No of customer 45 5 50

Percentage 90% 10% 100%

Yes No

Interpretation:From above pie-chart it is observe that 90% of customer says that he get services from dealer and 10% says that they not get services from dealer Videocon D2H authorized services center is available to customers to provide services.

(CIMDR, Sangli)

36

B.B.A Programme

Shivaji University, Kolahapur.

Q 19) Did you get timely information related packages & new offers from the company?
Sr. No 1 2 Particular YES NO Total No of customer 37 13 50 Percentage 74% 26% 100%

Yes No

Interpretation:From above chart, it is observed that 74% of customers get appropriate information about Packages & New offers and 26% are not getting the information. Videocon D2H Company provides information to his customer through, massage, advertisement, and help channel and through services center etc.

(CIMDR, Sangli)

37

B.B.A Programme

Shivaji University, Kolahapur.

Q 20) Whether your problem was solved with in the assurance which customer cares or performs has provided?

Sr. No 1 2

Particular YES NO Total

No of customer 32 18 50

Percentage 64% 36% 100%

Yes No

Interpretation:From the above chart, It is observed that 64% customers problem is solved and 36% customers problem is not solved within the assurance. The companies are most aware about the customer problems so most of the customers problems are solved.

(CIMDR, Sangli)

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B.B.A Programme

Shivaji University, Kolahapur.

Q 21) Which Videocon D2H do you use?

Sr. No 1 2 3 4

Particular Satellite T.V. Satellite DVD Satellite Home Theater STB Total

No. of customer 5 12 8 25 50

Percentage 10% 24% 16% 50% 100%

60% 50% 40% Satellite T.V. 30% 20% 10% 0% Source Satellite DVD Satellite Home Theater STB

No. of Customer

Interpretation:From the above chart mostly 50% of customer can use the set top box & the 24% of customer they can use the satellite DVD player. Satellite Home Theater & Satellite T.V. Uses are they customers are 10% & 16% respectively. The most of the customers can purchase only set top box of Videocon D2H.

(CIMDR, Sangli)

39

B.B.A Programme

Shivaji University, Kolahapur.

Q 22) What you think about future of Videocon D2H?

Sr.No 1 2 3 4

Particular Good Better fair Poor Total

No. of customer 8 30 7 5 50

Percentage 16% 60% 14% 10% 100%

70% 60% 50% No. of Customer 40% 30% 20% 10% 0% Source Good Better Fair Poor

Interpretation:From above chart 16% of our customer think future of Videocon D2H is good and 60% think better. And 14% & 10% says that the fair and poor respectively, the most of the customer saying that the future of the company is better because of the brand name of the Videocon.

(CIMDR, Sangli)

40

B.B.A Programme

Shivaji University, Kolahapur.

Finding and Observation

1) Company should start small service center in rural areas due to which the costumers in the rural areas may attain there services. These will be helpful to that Customer

who is in the rural areas at a long distance from the service providing organization.

2) The company should increase their promotional activities in rural area like Tasgaon, Vita, Palus, Jath, Atpadi etc.

3) Due to the competition the Firm should increase their promotional activities overall i.e. locally as well as in the rural areas.

4) Ramesh Electronics has succeeded in providing the expected result to the customer.

5) Customer gets easily connection through only calling one phone call in service center than worker can provide services in only 24hrs.

6) Videocon D2H Provides 1 schemes at the reasonable cost so that customers take Full benefit of it.

7) Videocon D2H provide extra special channel for attracting the customer.

8) Customers get solution of any problem in time or immediately.

9) Videocon D2H can print their Advertising pomp lets in Marathi Language that can people can know their Advertisement.

10) They can started customer care center to their customer.

(CIMDR, Sangli)

41

B.B.A Programme

Shivaji University, Kolahapur.

Suggestion Pre- sales period:The customer care should focus on more advertisement so as to attract customer. Company should try to make it economical they can provide more attractive packages services. The monthly charges must be reducing as compare to other company. The company has only two packages they can increase their packages in reasonable Price.

During Sales Period:The customer care provide the installation of D2H & the can provide information about the Videocon D2H. Company should try to provide additional schemes and channel. The company can start only two packages compare to less than others companies.

After Sales period:After the selling of Videocon D2H than customer care center is immediately activate their DTH service. Customer should be made aware of all the services provided by the company. Customer feedback should be taken and try to improve quality of services as per the users request. Company can provide information about the new services & channels to the customer.

(CIMDR, Sangli)

42

B.B.A Programme

Shivaji University, Kolahapur.

Conclusion
On this survey we conclude that the customer of the Videocon D2H are satisfied for their services. Cost & quality however some of customer are not satisfied or face the problems of the signal connection but Ramesh Electronics solves the problem immediately. One of the most of the people enjoy the schemes of the company

Videocon D2H is the best DTH Company, acquiring a large share of market throughout the district.

Secondly, it is trying its maximum best to maintain the brand image and good will of the Videocon D2H Company.

And finally the company has maintained good relationship with customers who are good for the company in its future for the growth of their sales & services.

(CIMDR, Sangli)

43

B.B.A Programme

Shivaji University, Kolahapur.

Bibliography

Books Referred: Suja R. Nair Consumer Behavior In Indian Perspective (Himalaya publishing house)

Websites referred: www.d2honline.com

www.videocond2h.com

(CIMDR, Sangli)

44

B.B.A Programme

Shivaji University, Kolahapur.

QUESTIONNAIRE

1] Name:-

2] Address:-

3] Age:-

4] Occupation:-

5] W/O No:-

6] Subscribe r/d:-

7] ACTIVATON Date:-

(CIMDR, Sangli)

45

B.B.A Programme

Shivaji University, Kolahapur.

1) From where did you come to know about our product? a) News paper b) Advertisement c) Friends d) Other 2) Why did you choose the Videocon D2H? a) Quality B) Cost C) Reliable D) Package flexibility 3) Did you have any other connectivity before? a) Yes b) No 4) It yes which? a) TATA Sky b) Big T.V. c) Dish T.V. d) Sun Direct e) DD direct + 5) Which package do you think most reliable in our product? a) Gold pack b) Diamond pack 6) Mode of payment? a)Monthly b)Quarterly c)Half year d)Yearly 7) Did you find the instruction to be clear? a) Yes b) No 8) Do you feel that product matches your expectations? a) Yes b) No 9) Whether Videocon D2H is economically better as compare to another company product? a) Yes b) No

10) What are the problems that youre facing from Videocon D2H? a) Signal b) Activation c) Recharge d) No problem 11) Are you getting sufficient services from our company or customer care? a) Yes b) No 12) Do you want any improvement or any additional things to add in our product? a) Yes b) No

13) Is our product flexible, cheaper etc. than any other product? a) Yes b) No

(CIMDR, Sangli)

46

B.B.A Programme

Shivaji University, Kolahapur.

14) What about advertisement of our product? a) Good b) Better c) Fair d) Poor 15) Have you suggested other to purchase our product? a) Yes b) No 16) Have you done (Easy recharge) for monthly pack? If yes is it comfortable for Customer? a) Yes b) No 17) Did you get appropriate information about entire range of product? a) Yes b) No 18) Did you get services from dealer? a) Yes b) No 19) Did you get timely information related packages & new offers from the company? A) Yes B) No 20) Whether your problem was solved with in the assurance which customer care or performs has provided? a) Yes b) No 21) Which Videocon D2H do you use? a) Satellite T.V. b) Satellite DVD c) Satellite Home Theater d) STB 22) What you think about future of Videocon D2H? a) Good b) Better c) Fair d) Poor

(CIMDR, Sangli)

47

B.B.A Programme

Shivaji University, Kolahapur.

No of Channel Packages Price & Services

(CIMDR, Sangli)

48

B.B.A Programme

Shivaji University, Kolahapur.

(CIMDR, Sangli)

49

B.B.A Programme

Shivaji University, Kolahapur.

Why VIDEOCON D2H?

(CIMDR, Sangli)

50