Survey On Analysis Of Customers Satisfaction regarding Washing Machines of VIDEOCON & Its 2 major Competitors.

FOR PARTIAL FULLFILLMENT OF PGDM (RM)

UNDER COMPILED BY: SUPERVISION Name SR PGDM/ MR.

THE OF: . LECTURER

SESSION:
Name of Collage with LOGO

TABLE OF CONTENTS
Acknowledgement Declaration Preface Research Objectives Research Methodology and Design Introduction Data Analysis and Interpretation Findings Conclusions Limitations Bibliography Annexure

ACKNOWLEDGEMENT
No gain without pains is a common saying. Gratitude is the hardest of emotion to express and often does not find adequate words to convey. Therefore, a Survey Project Report is not an effort of a single person but it is a contributory effort of many hands and brains. So, I would like to thanks all those who have helped me directly or indirectly during my Survey Project. With an ineffable sense of gratitude I take this opportunity to express my deep sense of indebtness to for allowing me to carry out this survey work. I am also thankful to Sir for his keen interest, constructive criticism, persistent encouragement and untiring guidance throughout the development of the project. It has been my great privilege to work under his inspiring and provoking guidance I would like to thank all my teacher, staff members, and Library members for their valuable advice and guidance which help me to make this report effective, interesting and purposeful. I AM also thankful to the consumers for being a source of information in providing me the correct and the fact data.

DECLARATION
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I hereby declare that the information presented here is correct to the best of my knowledge. Also, the report presented has not been published anywhere .

Place : DATE :

PREFACE
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It is great honor to work on the project assigned to me and to prepare a report on this. In the presented report the introduction of Companies of different Washing Machines which is a well known and a Electronic Company in present is given in detail which will make the reader to make a clear figure of it in mind. The topic assigned to me was a very challenging one and after a hard work in collecting the data & analysis, I have reached to the conclusion which is very clearly shown in the report presented. It was not an easy job to work on it and this was possible only with the great help and guidance of my mentor Mr. who guided me to the right path in each and every problem came in front. Help of other possible sources has also been taken.

It is request to the respected readers to give their views and suggestions regarding this project and will be honored, which will definitely help me on my next task.

RESEARCH OBJECTIVES
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The survey was conducted with following objectives:-

To know the consumer satisfaction level regarding the availability washing machine of the 3 companies in Varanasi. To know the consumers satisfaction level regarding special offers/gifts provided by their companies with their washing machines. To know the consumers satisfaction level regarding after sales services of their companies. To know the consumers satisfaction level regarding Look & design of their companies washing machines. To know the consumers satisfaction level regarding durability of their companies washing machines. To know the consumers satisfaction level regarding prices charged by their company for washing machines with respect of its services of their washing machines.
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 To know the consumers overall satisfaction level regarding the washing machines of their company.

RESEACH METHODOLOGY
Significance of study: - The study signifies the survey on
Analysis Of Customers Satisfaction regarding Washing Machines of VIDEOCON & Its 2 major Competitors. SAMPLE UNIT:- USERS OF Washing Machines of 3 companies included in the survey VARANASI.

Sample Size: - The sample size taken to conduct the survey was
150 in numbers.

Selection of study area: - The survey has been carried out in

Varanasi city.

Data Collection Method: - The collected data is primary in

nature. i.e. the first hand data , as there is a better scope of getting required information and also it is in the form that we want. For the purpose of collecting data, questionnaire method was adopted. 1. Closed Ended Questions Dichotomous Questions Multiple Choice Question
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2. Open - Ended Question

Sampling Technique: - Since, the size of the universe is quite

large, so relatively small group of individuals from the universe is selected which is also good enough to represent the entire universe. In my survey report, I followed the non-probabilistic CONVENIENCE Sampling Sampling as the selection was done according to the researcher convenience, and each and every element of universe was not given equal chance of being selected in sample. Summated Scales (or Likerttype scales) for knowing the satisfaction level of consumers.

Measurement & Scaling Techniques Sampling: - I have used Research Design: - To know about the present condition and
status regarding particular item or group of items, descriptive research is conducted. The descriptive research is description of the state of affairs as it exists at present.

As the result we were required in analytical form. The survey was conducted using questionnaire method. By using this method we found the present situation and the findings and its analysis is described in the further parts.

Scale of Rating: - 1=Strongly Dissatisfactory

5=Average 6=Fair

2= Dissatisfactory 8=Very Good

3=Poor 9= Excellent

4=Below Average 10=Outstanding

7=Good

1) Which companys washing machine you are using? Videocon LG Sansui

Videocon

LG

Sansui

50

50

50

33%

34%

33%

Videocon

LG

Sansui

INTERPRETATION:
The 50 samples of each company are taken.

2) You are using which type of washing machine? Semi Automatic Automatic

60 40 20 0

36 14

39 11

42 8

Videocon

LG

Sansui Automatic

Semi Automatic

INTERPRETATION:

10

The above graph shows that most of the people of Varanasi are using Semi Automatic washing machines.

3) Why you have purchase your companys washing machine? Companys Brand Image Product Features Look/Design Low Price Any Other

20 15 10 5 0 12

18 14

18 13 9 4 6 2 LG 4 8 1010

19

Videocon

Sansui

Companys Brand Image Look/Design Any Other

Product Features Low Price

INTERPRETATION:
The above graph shows that most of the people have purchased Videocon for its Product features & low prices, LG for its brand name & look and sansui for its low prices.

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4) How do you rate the operational functionality (user friendliness) of your companys washing machines? Very Simple simple Fair Complex Highly Complex

25 20 15 10 5 0

22 18 8 2 Videocon 4 0 LG 0 Sansui 18 14 12 10 11 17 9 3

Very Simple Complex

simple Highly Complex

Fair

INTERPRETATION:
12

The above graph shows that regarding user friendliness, Videocon stands first followed by LG & Sansui.

5) How much you are satisfied with availability of your companys washing machine in Varanasi? (Scale 10) 1 2 3 4 5 6 7 8 9 10

7.5 10 Satisfaction Level 8 6 4 2 0

8.1 6.1

Videocon

LG

Sansui

13

INTERPRETATION:
The above graph shows that regarding availability of companys washing machines in Varanasi LG stands first followed by Videocon & Sansui.

6) How do you rate the special offers/Gifts given by your company with its washing machine? (Scale 10) 1 2 3 4 5 6 7 8 9 10

7.2 10 Satisfaction Level 8 6 4 2 0

7.9 6.4

Videocon

LG

Sansui

14

INTERPRETATION:
The above graph shows that regarding special offers & gifts LG stands first followed by Videocon & Sansui.

7) How do you rate after sales services provided by your company? (Scale 10) 1 2 3 4 5 6 7 8 9 10

a) if you have faced any problem, please mention

10 Satisfaction Level 8 6 4 2 0

6.1

5.7 4.1

Videocon

LG

Sansui

15

INTERPRETATION:
The above graph shows that people are not very much satisfied with the after sale services provided by these companies, however regarding satisfaction level videocon stands first followed by LG & Sansui.

8) How much you are satisfied with the Look, Colour & Design of Your Company washing machine? (Scale 10) 1 2 3 4 5 6 7 8 9 10

8.5 7.2 10 Satisfaction Level 8 6 4 2 0 6.9

Videocon

LG

Sansui

INTERPRETATION:
16

The above graph shows that LG customers are highly satisfied with the look & design of the washing machines followed by videocon & Sansui.

9) How do you rate the durability (life) of your companys washing machine? (Scale 10) 1 2 3 4 5 6 7 8 9 10

a) if you have faced any problem, please mention

7.9 10 Satisfaction Level 8 6 4 2 0

7.2

6.5

Videocon

LG

Sansui

17

INTERPRETATION:
The above graph shows that in case of customers satisfaction regarding durability of washing machines, Videocon stands first followed by LG & Sansui.

10) How do you rate the services provides by your companys washing machine with respect to its charges? (Scale 10) 1 2 3 4 5 6 7 8 9 10

7.9 10 Satisfaction Level 8 6 4 2 0

7.1

6.5

Videocon

LG

Sansui

INTERPRETATION:
18

The above graph shows that customers of Videocon are highly satisfied with the prices charged by their company with respect to its services, followed by LG & Sansui.

11) If you want to have another washing machine, which company will you prefer? Videocon LG Sansui Any Other

100 60 No of Respondents 80 41 60 40 20 0 15 34

Videocon

LG

Sansui

Any Other

19

INTERPRETATION:
The above graph shows that most of the people will prefer videocon followed by LG & Sansui, for purchasing a new washing machine.

12) What is your overall satisfaction rating regarding your companys washing machine? (Scale 10) 1 2 3 4 5 6 7 8 9 10

7.8 10 Satisfaction Level 8 6 4 2 0

7.5

6.9

Videocon

LG

Sansui

INTERPRETATION:
20

The above graph shows that regarding overall satisfaction of customers, Videocon stands first followed by LG & Sansui.

ANALYSIS OF THE FINDINGS

Most of the people of Varanasi are using Semi Automatic washing machines. Most of the people have purchased Videocon for its Product features & low prices, LG for its brand name & look and Sansui for its low prices. Regarding user friendliness, Videocon stands first followed by LG & Sansui. Regarding availability of companys washing machines in Varanasi LG stands first followed by Videocon & Sansui. Regarding special offers & gifts LG stands first followed by Videocon & Sansui. People are not very much satisfied with the after sale services provided by these companies, however regarding satisfaction level Videocon stands first followed by LG & Sansui. LG customers are highly satisfied with the look & design of the washing machines followed by Videocon & Sansui. In case of customers satisfaction regarding durability of washing machines, Videocon stands first followed by LG & Sansui.

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Customers of Videocon are highly satisfied with the prices charged by their company with respect to its services, followed by LG & Sansui. Most of the people will prefer Videocon followed by LG & Sansui, for purchasing a new washing machine. Regarding overall satisfaction of customers, Videocon stands first followed by LG & Sansui.

CONCLUSION
Most of the people of Varanasi are using Semi Automatic washing machines. People have purchased Videocon for its Product features & low prices, LG for its brand name & look and Sansui for its low prices

Regarding user friendliness, Videocon stands first followed by LG & Sansui. Most special offers & gifts are offered by LG followed by Videocon & Sansui.

People are not very much satisfied with the after sale services provided by these companies, however regarding satisfaction level Videocon stands first followed by LG & Sansui.

LG customers are highly satisfied with the look & design of the washing machines followed by Videocon & Sansui. Customers of Videocon are highly satisfied with the prices charged by their company with respect to its services, followed by LG & Sansui.

Most of the people will prefer Videocon followed by LG & Sansui, for purchasing a new washing machine. Regarding overall satisfaction of customers, Videocon stands first followed by LG & Sansui.

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LIMITATIONS OF THE STUDY

As the analysis was based on MEAN values so there are some small errors (in decimals) because of Rounding Off. The major difficulty was of language problem. As the questionnaire was in English, so people were not interested in filling it. I had to spell out the meaning of what is the question about. Few people did not have the time to fill up or answer the Questionnaire. Few people were not responding as we expect from them and they were reacting for the survey is conducted for false purpose. They asked for some favor fill up the questionnaire. As the time was less for conducting the survey, so the survey could not be conducted in a large area.

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BIBLIOGRAPHY
Research Methodology (Methods and Techniques) C. R. KOTHARI Methodology of research in social sciences Krishna swami Statistical Method - S.P. GUPTA

web sites

www.videocon.com www.sansuiindia.com www.lgindia.com

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QUESTIONNAIRE
SUBJECT:
Analysis of Customers Satisfaction regarding Washing Machines of VIDEOCON & Its 2 major Competitors.
Dear Sir/Madam, I, student of PGDM, conducting a field survey on Customers Satisfaction regarding Washing Machines of VIDEOCON & Its 2 major Competitors. This survey is a part of my partial fulfillment of PGDM-RM course. Please provide relevant information by filling the questionnaire to make my survey more comprehensive. All details from your part will not be disclosed. Do not leave any item.

PERSONAL DETAILS (FOR CONSUMERS):

NAME : AGE : ADDRESS : .. .. ..

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CONTACT NO : OCCUPATION: SALARY: SIGNATURE.

Scale of Rating: - 1=Strongly Dissatisfactory
5=Average 6=Fair

. DATE:
2= Dissatisfactory 8=Very Good 3=Poor 9= Excellent 4=Below Average 10=Outstanding 7=Good

1) Which companys washing machine you are using? Videocon LG Sansui

2) You are using which type of washing machine? Semi Automatic Automatic

3) Why you have purchase your companys washing machine? Companys Brand Image Product Features Look/Design Low Price Any Other

4) How do you rate the operational functionality (user friendliness) of your companys washing machines? Very Simple simple Fair Complex Highly Complex

5) How much you are satisfied with availability of your companys washing machine in Varanasi? (Scale 10) 1 2 3 4 5 6 7 8 9 10

6) How do you rate the special offers/Gifts given by your company with its washing machine? (Scale 10) 1 2 3 4 5 6 7 8 9 10

7) How do you rate after sales services provided by your company? (Scale 10) 1 2 3 4 5 6 7 8 9 10

a) if you have faced any problem, please mention 8) How much you are satisfied with the Look, Colour & Design of your Company washing machine? (Scale 10) 1 2 3 4 5 6 7 8 9 10

9) How do you rate the durability (life) of your companys washing machine? (Scale 10) 1 2 3 4 5 6 7 8 9 10

a) if you have faced any problem, please mention 10) How do you rate the services provides by your companys washing machine with respect to its charges? (Scale 10)

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10

11) If you want to have another washing machine, which company will you prefer? Videocon LG Sansui Any Other

12) What is your overall satisfaction rating regarding your companys washing machine? (Scale 10) 1 2 3 4 5 6 7 8 9 10

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