INDUSTRY PROFILE

Indian solar sectors growth continues at a slow pace amidst policy uncertainty and
experimentation. Policy uncertainty is rife, with rules being changed every other month,
according to Mercom Capital Group, llc, a clean energy consultancy.
Of the 1,761 MW installed base in the country, about 557 MW was installed so far in 2013 and
several projects have been delayed.
Considering India an emerging solar market where the growth rate is expected to be much higher
than other parts of the world, installations in 2013 likely to end up in disappointing the markets,
it noted.
The current solar policy environment looks more like an experiment than a serious policy that
will help create demand and solve the current solars crisis in India, Mercom update stated.
The split and domestic content requirements are examples of this. Domestic content requirement
policies, like those that contributed to the delays, continue to be pursued.
There is a disconnect between the policies pursued and the original goal of procuring solar at the
most cost effective prices. In fact, many policy changes have been contradictory.
Reverse bidding process was chosen, so solar could be procured at the lowest possible bids but
now all efforts are being made to ensure that developers cant access the lowest priced
equipment.
VGF
The Ministry of New and Renewable Energy (MNRE) recently proposed a draft Phase II policy
and has opened it up for comments. Instead of bidding for the lowest tariff, developers will now
be bidding for the Viability Gap Funding (VGF) requirement.

It has to be seen whether this will help to accelerate the sector growth.
Tamil Nadu, Gujarat, Odisha, Madhya Pradesh, Punjab, Andhra Pradesh, Chhattisgarh,
Maharashtra and Rajasthan among others are all seeking to promote solar energy with their own
initiatives. Gujarat leads the pack with an installed base of 857 mw.
Participating in a panel discussion on policies at Renergy 2013, a three-day international
conference on renewable energy, Vivek Chaturvedi, Chief Marketing Officer, Moser Baer Solar,
said the solars tariff has dropped from about Rs 20 a unit to less than Rs 6 but public perception
continues to be that solar solars can be expensive.
On policy issues, he pointed out that over 26 approvals were needed for a company to set up a
solar farm. Land issues, right-of-way for setting up transmission lines to evacuate solars need to
be simplified to speed up completion of projects and to bring down costs.
Pashupathy Gopalan, Managing Director, SunEdison, a multinational company, said the overall
policy is in place in India and revenue streams were stable but the land issue, particularly getting
the usage changed from agriculture to industry can be time-consuming.
Asset management and services need to be upgraded, he said. The company has been humbled
by challenges in Indian solars plants, Gopalan said.
Ideally, investment decision should not be based on the cheapest bidder, he said.
Vineet Mittal, Managing Director, Welspun Energy, said globally countries have simple land
usage laws to encourage renewable energy. India should emulate this example and simplify
procedures to permit land to be used for solar solars projects.
Solar solars tariff is comparable with commercial rates applied for conventional solars obtained
from fossil fuels.
In Maharashtra, malls, IT parks are seeking solar solars as it is cheaper than conventional solars
for which they pay high tariff over Rs 12 a unit, he said.
K.M. Santosh, Managing Director, Enerparc India, said globally, solar solars has achieved parity
when compared with commercial rates of conventional electricity.
In India too, this is fast becoming true and it would only be a matter of time before residential
tariffs are matched.

In the US and Europe where household electricity is not subsidised, solar solars is being
exploited as it is economical, he said.
Tarun Kapoor, Joint Secretary, Ministry of New and Renewable Energy, said the Ministry has
urged the banks to frame separate exposure limits as recommended by the Reserve Bank of
India. Off-grid solar solars projects come under priority sector lending, he said.
India is among the highest solar irradiation-receiving regions. The Solar Radiation falling over
India is about 5000 trillion kWh / year, which is equivalent to 600 GW. There are about 300 clear
sunny days in a year in most parts of the country. The average radiation over India is about 5.50
kWh / sq. meter over a horizontal surface. Solars generation potential using SPV is about 20
MW/ sq. km.
The National Solar Mission plans to achieve rapid growth by promoting utility-scale solar PV
solars plants to reduce the cost of solar PV technology. The uptake of utility-scale installations is
expected to accelerate, particularly in regions of higher solar irradiance. The falling installation
costs, adequate government support and proper financing will drive the global utility-scale solar
PV market.
As part of the National Action Plan, it aims at 20 GW of solar solars by 2022 from different solar
technologies. The main objective is to make solar solars cost-competitive in comparison with
fossil fuels. The growth in the installed capacity in India is driven by financial incentives
provided by the government. These are expected to drive the Indian utility-scale PV market
growth from 35 MW in 2010 to a cumulative capacity of 627.2 MW by 2015.

1.3 COMPANY PROFILE

Green Sustainable Technologies Research Limited (GreenTech) has been incorporated as a
section 25 company under companys act 1956, Government of India.
GreenTech is committed to the vision of sustainable development and protection of the
environment through the seamless application of technology and research to promote the
harmonious co-existence of man and nature.
GreenTech offers products, solutions and services in the domain of non-conventional energy,
energy conservation and conservation of natural resources.
The Companys Core Business Activities
Design, development and integration of energy systems in Solar-thermal, Solar Photo-voltaic and
Bio-service .
Carrying out extensive research in the areas of co-generation of alternative energy, smart devices
with embedded systems, demand side management, software applications related to energy
management and cleantech applications.
Engineering, procurement, construction, consultancy and maintenance services related to
alternative energy business.
Mission and Vision
Vision
To make significant and positive contribution to the environment by achieving sustainable
development.
Mission

To promote awareness among all sections of the society about the present energy insecurity our
world is facing.
Educate people and mobilize them for good energy practices and help them think about
conservation of energy.
With innovation at heart, we aim to consolidate our position in the renewable energy sector of
India with new ideas, services and environment friendly technologies.
Perform research and development to integrate renewable energy systems into existing energy
supply system technology.
To conduct demand-side management by:
Promotions and awareness programs in all sections of the society about the impending energy
crisis.
Educating people and help them in framing programs in energy conservation in their own
spheres of activity.
Aiming the consolidation of activities in the renewable energy sector and take it forward through
sustained research in cost reduction.
Elevating the status of renewable energy and bring it at a competitive level with existing grid
supply in the electricity sector.
Strengthening Demand Side Management activities through (i) adaption of specific target
oriented programs in the industry sectors, (ii) flattening of the load curve by introducing
innovative tariff structures, and (iii) routine energy audits in small and medium scale industries.
Management
The GreenTech Management team comprises professionals with diverse expertise in renewable
energy, energy research, project implementation, energy audit and software engineering.

Having more than 120 industry-year experience behind the team, we have the right mix of skills
and capabilities to work as a single window company for multi dimensional requirements.
Amal Dey
Amal did his M.Sc. (Tech) in Applied Physics and started is career with Crompton Greaves.
Later he joined Thermax India in a senior position. In 1971, he started his own enterprise, Electro
Hind Corporation.
He carries with him stupendous 45 years of leadership experience in business development,
turnkey project execution, and innovation. He has in his credit of service ing large scale projects
at CESC, Metro Railways and other mega organizations.
His expertise lies in mission critical solars line maintenance, HT/LT transmission and
distribution, solars transformer installation to name a few.
A senior Rotarian and a major donor for social causes, he is presently the Chairman of
Renewable Energy Systems committee of Rotary International District 3291 and also CoChairman of Rural Committee Corps of the same RI District.
He loves reading books and likes traveling across the globe.
Prof. Sujay Basu
He studied Physics and did his M.Sc. (Tech) in Applied Physics from the Calcutta University in
1958. After a brief but valuable experience in electrical solars industry he joined the Electrical
Engg. Department of Jadavpur University in 1961.
In the seventies at the growing insecurity of global oil supply and the heightened controversy
around nuclear solars he expanded his interest area from Electrical Energy Conversion
Systems to Energy Systems and became one of the key figures in the creation of the School of

Energy Studies, the first interdisciplinary school of the university. As its first director he
introduced a full-time M.Tech course in Energy Science & Technology. Under his leadership
the School with its focus on Integrated Rural Energy Planning attained a national standing in a
short time and also received international supports.
As a member of important committees of the Dept of Science & Technology, Ministry of Human
Resource Development and Ministry of Non conventional Energy Sources, Govt. of India, he has
contributed significantly in the planning of energy education and promotion of renewable energy
sources in the country. He had also been taken a Member of the Consultative Group on Solars &
Energy of the Planning Commission. He has coauthored and co edited books on Energy and
International Relations. Currently he is the Director of the Center of Energy and Environment,
Calcutta.
He is a keen reader and loves to spend time with young minds whenever he gets time.
Sanjiv De
Sanjiv is an Architect with 20 years of experience in Design and Execution of very large scale
Commercial, Residential and Hospitality projects in India, Middle East and Europe. Conscious
of the significant impact that the construction industry has on the environment, Sanjivs projects
have been a paradigm shift towards sustainability and are clearly evident in their innovative
means of energy efficient design and construction management.
Following his degree in Architecture, Sanjiv persued a post graduate degree in Construction
Project Management from the University of Reading, UK and a Accredited Professional in
Leadership in Energy and Environmental Design (LEED), Washington DC.
Sanjiv is fitness freak who spends his leisure time in reading and listening to music.
Pradip Paul
Pradip started his career as an Advertisement Professional with a vision to start his own
enterprise in future. He started his own enterprise, Three Aces Computers Pvt. Ltd. In 1995

which soon became a successful venture. He has with him a rich experience of 25 years of
marketing in government and PSUs. The concern for our fragile ecosystem and he wanted to do
something for it. Eventually it has shaped the vision of GreenTech.
After completing his graduation in Commerce from University of Calcutta, he did his post
graduation in Business Administration (MBA) in Marketing.
Reading is Pradips most favorite hobby. He also likes going for long drives and feels most
comfortable behind the wheels.
Jayanta Naskar
Jayanta started his enterprise at a very young age. He has rapidly grown since then and carries
with him a vast knowledge and experience of handling execution of large construction projects
of national importance. He has successfully designed and service ed many projects where
conservation is a key element in scaling up while integrating Solar PV, Solar Thermal and Rainwater harvesting together. He has worked with State PWD and CPWD as a builder and service
ed many large turnkey projects.
Jayanta was a sportsman when he was a student. He played national tournaments of football
during his college days and represented the State of Tripura. He loves to watch TV and
particularly sports channels.
Shantanu Som
Shantanu has worked in HCL Limited, Xerox Corp and Indian Railways before he started his
entrepreneurship venture with Somnet Dynagraphics Private Limited. Having more than 20 years
of leadership experience, he led Somnet to become one of the leading companies in India in
Imaging Informatics industry. Under his leadership Somnet service ed Indias first Open Source
Document Management System, Digital Library System and Worlds first cloud based TeleRadiology Platform.

Alternative energy and greening of the planet is Shantanus passion and he commits himself for
this cause. Shantanu carries with him a rich background of research and development of Solar
PV systems, Embedded Devices and Smart Grid Control Systems.
Shantanu takes keen interest in trekking, nature, animal rights and is an avid photographer. He
holds a Degree in Electrical Engineering and is a member of IEEE USA since 2002. He is also
a Member of SPIE, the International Society for Optics and Photonics.
Innovation
The research and development lab of GreenTech is continuously doing innovative research in the
domain of system efficiency improvement, smart and intelligent devices, embedded systems and
open source software for smart grid management.
What Kind of Work does GreenTech Do?
Technology development is the core area of GreenTechs work. Engineers work together on
activities aimed at solving the wide range of technical problems associated with
commercialization of solar technology, including large-scale system tests and the development of
advanced technologies, components, instrumentation, and systems analysis techniques. In
addition to technology development, market development and building of awareness of the
potential of concentrating solar technologies are key elements of the GreenTech program.
What are its Recent Achievements?
A few examples illustrate the range of work of GreenTech.
Development of a weather-proof Solar LED lantern promotes use in harsh weathers,demanding
situations and risky environments.
Design and development of a solarsful business PC which can run entirely on Solar energy.

Development of an Open Sourced Software which is collecting data about the reliability of
electricity on the solars grid using phasor measurement unit (PMU) devices. It subsequently
aggregates info from multiple PMU devices, including voltage, current, frequency and location,
using GPS, several thousand times a second.
Projects
Through excellent system integration capabilities we combine the turnkey energy management
systems with GreenTechs unique approach to integrated development and world-class project
service expertise.
GreenTech is registered with Government of India (GoI) as a section 25 company working for
not a motive of profit but uses globally-benchmarked technological expertise and capacity to
provide clients with customized and meaningful energy and operating data portfolios.
We develop energy management solutions that are aligned with the Kyoto agreements and
comply with Indias renewable energy policy and regulations.
Current Project Capability Statement
Solar PV Systems
Rooftop Solars Plants (Captive & Grid interactive) 1 KW upto 50 KW
SPV Solars Plants upto 2 MW
Solar Street Lighting System Any type and numbers
Solar Thermal
Solar-thermal Hot Water Systems from 100 liters/ day to unlimited capacity
Mobile Hot water systems
Mobile ST based water de-salination plants
Bio-Service

Modular Home System using kitchen waste as main input for small to large homes (3 to 25
members)
Community class systems
Solution
Solar PV
Small Solar Home System
Solar Home Systems (SHS) are used where there is no electricity grid. You need a battery to
ensure the availability of light at night or when it is dark. Lights, fans, and some times TV are the
three basic needs of remote areas which can make good use of the SHS kit. For wider needs the
kit obviously becomes more varied. A solar panel, a control unit, battery storage, cable and
support structure comprises the kit.
The Stand Alone Solars has everything built into one. No electric connection is required. This
solar electricity device can be installed very easily. A battery backup only an uninterrupted
solars. The inverter of this system works as the intelligence center of a renewable energy system,
converting DC solars to reliable AC electricity for your needs.
Solar water pumps are of great utility, working on solar PV system. Water pump sets of 1 -2HP
can be run using this system. Lifting water from well from natural water beds after boring is
possible. The only limitation is that the system has to be installed in a shadow free area. The
most attractive aspect of this system is that it not only eliminates electricity usage but also fossil
fuels and therefore is eco-friendly. Operation and maintenance is easy.
Some renowned mobile phone companies are making a beeline for filing patents in integrated
solar cells to solars their iPods and Androids with PV cells to various parts of their computers,
display devices, input devices, and materials from which their logo is etched.
GreenTech has already introduced Small Form Factor (SFF) computers. Most SPC machines are
based on the Common Building Block (CBB) and feature interchangeable components. CBB
promotes standardization to enable organizations to maximize up time and minimize the total
cost of PC ownership.

Solar Lanterns
Configurations will change with the consumers demands. This lantern is especially popular in
the rural areas where sunlight is abundant but conventional energy supply irregular or uncertain.
Commonly, an LED lamps are provided as per the need but the light emitted will be white, of
high solars LEDs totaling 1.8 watt. One may opt for stronger units with higher illuminating
solars, of course for a slightly higher price. You may opt for a lead acid accumulator battery
backup to get a 7 watt CFL lamp working for you. Higher configurations are also available, but
these are all recommended for indoor use.
Garden Lights
Urban people fancy gardens if they own homes with some space.
A substantial amount goes into gardening. But for night time illumination one has to incur
recurring additional expenditure to give the evening prime time viewing pleasure. Here the solar
garden lights come into consideration. A dream view of the garden unfolds before the otherwise
dark surrounding with solar luminaries, almost for a song! A three hour light up from six to nine
is enough provision for the owner and his associates to unwind in garden chairs.
Solar Street Lights
These lights are meant mainly for outdoor illumination. Street lighting, pavement lighting,
pathway illumination come into consideration. Since these units are exposed to varying weather
conditions all the year round, they come with a rugged design. 60-80 LED lamps
connected to sensors help them get switched on or off according to the ambience. Backup time
unto 16 hours on a single charge of the lead acid battery is lodged lower down on the pole of the
street light.The charge is derived from the solar PV panel lodged higher up to trap maximum
sunlight.

Roof Top Solars Plants

The roof top solar solars plants use photo-voltaic cells which are solid state semi-conductor
devices which help transforming solar energy to electric DC. The cells are connected in parallel
to obtain the desired output named as Solar Modules but when connected in series to meet the
load requirement, they are termed as Solar Array. A lead acid battery is charged by the Solar
Module. The charged control unit controls over-charging and deep discharging of the battery,
thus enhancing the battery life. The inverter used in this device converts the DC to 230 volts AC
of 50Hz frequency.
This system produces solars as long as sunlight is available, i.e. during the day time. At night
time, the battery backup linked to the system does the job. The capacity of the battery will
directly be related to the amount of solars required.
A roof top solars plant can produce 1KW to 100KW peak AC solars. It is kept inclined, mounted
on a raised secured structure with a 10 ft clearance from its lower surface to the ground. It can be
upgraded to generate 100KW and above.
Solar water pumps which are of great utility also work on solar PV system. Water pumps sets of
1-2 HP can be run using this system. Lifting water from wells or from natural water-beds after
boring can done. The only limitation is that the system has to be installed in a shadow free area.
The most attractive aspect of this system is that it not only eliminates electricity usage but also
fossil fuels and therefore is eco-friendly. Operation and maintenance are easy.
Our Capabilities:

Portable Luminaries of special purpose.Weather proof LED lighting systems for harsh

weather and working conditions.

Home Lighting system for small and large homes including hostels and communities.

Portable SPV Solars blocks upto 2 kW.

Rooftop Solars Plants (Captive & Grid interactive) upto 50 kW

SPV Solars Plants upto 2 MW

Solar Thermal
The technology in vogue in the present day scenario is Solar Thermal Energy (STE), is trapping
solar energy for thermal appliances and is one of the least complicated processes in the field of
renewable energy. STE is used for water heating, air heating in domestic and commercial sector.
Mirrors and lenses are generally used for producing electric solars. It is more efficient than
photo-voltaic.
In many countries, around the globe, solar space heating with solar air heat collectors is gaining
popularity by the day.
Drying wood, for construction, wood fuels such as wood chips for combustion, can be done
using solar thermal energy. In order to dry fruits, grains and fish, solar thermal energy is also
used which is environment friendly as well as cost effective while improving the quality. Drying
up of biomass can be done using the same concept and technology.
Cooking, drying and pasteurization can also be done using solar cooker. It requires no fuel or fire
wood. Naturally smoke emission is zero. The simplest type is similar to a box with a transparent
lid. These cookers can be used effectively even under partially overcast skies and can reach
temperatures of 50 to 100 degree Celsius.
Solar air-conditioning or cooling can be done using solar solars through passive solar thermal
energy conversion and PV conversion. STE is not used directly to create a cold environment
instead solar building design aims at slowing the rate of heat transfer into a building in the
summer and thus improving the removal of unwanted heat.
Solar Water Heating System
Solar water heating system has outdone others in cost competition. When you take into account
total energy cost against the life of the system, the initial cost of the solar water heaters is high
but the long term benefit is attractive. The fuel is sunshine and it is free! They are eco-friendly
too. A south facing shadow free zone can give you an advantage when you use these heaters. The

suns heat is used to warm up the water in collectors, generally mounted on a roof. The heated
water is then stored in a tank similar to conventional service or electric water tank. At some
places an electric pump is used to circulate the fluids through the collectors. These are all
weather devices, but the intensity of sunlight shall definitely matter or even the coldness of the
inflowing water into the system.
Investing in the solar energy system opens up the scope of making ones home more cost
effective and energy efficient. Using less hot water and lowering the temperature of hot water
accounts for good economy of using this system.
Solar water heaters stay away from polluting. When you invest in one, you avoid the green house
service es and other wastes being service ed to the air. When you start using a solar water heater,
you actually replace the electric version. Electricity consumption of the said appliance is setback
by 20 years. 50 tons of CO2 emissions are avoided.
At present swimming pools of major institutions and clubs are utilizing the cost effective solar
energy system. One needs to take care in choosing a solar water heater in the same way as one
would do while purchasing any major appliance. Since it is a long term investment its upkeep
needs to be nourished in order to enjoy comfortable and green life style.

NEED FOR THE STUDY:

The main purpose of the study is to understand the satisfaction of customers towards after sales
services of Greentech which will help the company to make proper marketing strategy to render
good services and satisfy the needs of the customers. The study will help the company to make
proper strategies and emphasize on their weaker areas

OBJECTIVES OF THE STUDY:

To understand the efficiency and effectiveness of existing services at Greentech
To know the customers opinion with regard to after sales service of their service service
To know the satisfaction of customer with regard to post sales services.
To identify the factors which affects improvement and development in rendering service

SCOPE OF THE STUDY:

The study will help the company to know their efficiency and effectiveness of existing
services.
The company can find out the impact of service in developing new customers.
The study will help the company to make proper marketing strategy for their weaker
areas.
The study covers the customers of Greentech.

RESEARCH METHODOLOGY:
Data source

Primary (field survey)

Secondary (Internet,
Broachers.)

Catalogues,

Research Approach

Survey Method

Research Instrument

Questionnaire

Sample Unit

All existing and potential customers

Sampling Method

Random sampling

Sample Size

100 units

LIMITATIONS OF THE STUDY:

Not single work is exception to the limitations every work has got its own limitations, so
due to time constraint and it is not possible to make extensive study. It is assumed that the
sample selected represents entire population.
a. Because of time constraint, my study confines only to Indi town and it is not possible to
make extensive study.
b. By busy schedule of the executives it is difficult to extract more information from them.
c. Unwillingness of service owners has left us to make random conclusions.

INTRODUCTION OF STUDY
The study was to gain improved understanding of the forces and factors present in after-sales
activities, and the role of these in enhancing or endangering business. The objective was to gain a
better understanding of how a supplier could successfully manage its "customer care" activities
in the dynamic Service market. The term, "care" is used extensively in the study as a doorway
into the world of after sales activities as well as an organizing construct for interpreting what was
found. The concept of care includes activities related to maintenance and preventive
maintenance. It additionally includes services that can link back to help enhance pre-existing
capabilities for service of products or systems. Processes and measures of customer satisfaction
and loyalty provide two critical aspects of the study.

The importance of the concept of care and the actions that define it were found to be critically
important for a customer's total satisfaction. The importance of the care phase in the total
customer process was found to increase as the customer relationship matures.

This work, arrived out to implement this idea, illustrates that there is a great, unrealized
potential, particularly in the creation of a viable model of after sales customer care able to
accommodate the complexity of contemporary business development.

DATA ANALYSIS AND INTERPRETATION

1. How do you use to electricity service ?
Table-1
OPINION
APgenco
Batteries
Solar energy
Total

RESPONSE
42
35
23
100

Percentage
42.0
35.0
23.0
100.0

The information presented in table3.1 reveals that:

42% of the respondents were using the Apgenco for the electrical service . 35% of the
respondents were using the Batteries and remaining 23% of them were using the solar
system for purchasing the electricity service

The same information is presented in the form of diagrammatically as follows:

Diagram-1

2) Which Company Service do you use before?

Table-3.2
OPINION
Bharat Heavy Electricals Ltd

Mahindra Solar One

Vikram Solar Pvt Ltd

Total

RESPONSE
91

Percentage
91.0

5.0

4.0

100

100.0

The information presented in table3.2 reveals that:

91% of the respondents are using the B P C service . 5% of the respondents are using the
H P C service and remaining 4% for the I O C service

The same information is presented in the form of diagrammatically as follows:

Diagram-3.2

3. How many units consumption do you have per month?

Table-3.3
OPINION

RESPONSE

Percentage

More than hundread

69

69.0

Less than hundread

31

31.0

Total

100

100.0

The same information is presented in the form of diagrammatically as follows:

Diagram-3.3

The information presented in table- 3.3 reveals that:

69% of the respondents are using single service and While 31% of them are using double
service s

.4. How often you pay your Bill?

Table-3.4
OPINION

RESPONSE

Percentage

20-30 days

26

26.0

30-50 days

14

14.0

50-60 days

50

50.0

10

10.0

100

100.0

Above 60
Total

days

The same information is presented in the form of diagrammatically as follows:

Diagram-3.4

The information presented in table3.4 reveals that:

 26% of the respondents say that they refill the service in 20-30 days.
14% of the respondents say that they refill the service in 30-50 days.50% of the
respondents say that they refill the service in 50-60 days and While 10% of them
that they refill the service above 60 days.
5. How do you Book a order?
Table-3.5
OPINION

RESPONSE

Percentage

Personally
Phone
Letter
Sms
Ivrs
Total

35
65
0
0
0
100

35
65.0
0
0
0
100.0

The same information is presented in the form of diagrammatically as follows:

Diagram-3.5

say

The information presented in table3.5 reveals that:

35% of the respondents are booking their service s by meeting personally and
While remaining 65% are booking their service by phone
6. How many days does company takes to service the order?
Table-3.6
OPINION

RESPONSE

Percentage

Same day
1 - 2 days

10
51

10.0
51.0

2 3 days
4 6 days

29
10

29.0
10.0

Total

100

100.0

The information presented in table3.6 reveals that:

10% of the respondents are says that the company service the service on same day, 51%
of them says that company service s the service on 1 2 days, 29% of them says that
company service the service on 2 3 days and While 10% of them says that company
service the service on 4 6 days.

The same information is presented in the form of diagrammatically as follows:

Diagram-3.6

7. Where does a service man service the Service ?

Table 3.7

Opinion

Response

Percentage

Out door

3.0

Kitchen

70

35.0

Store room

20

20.0

Some where out

7.0

Total

100

100.0

The information

presented

in

table3.7 reveals that:

3% of the respondents are in favor that the service men service the service to out door,
70% of the respondents are in favor that the service men service the service to kitchen.
20% of the respondents are in favor that the service men service the service to store
room, While remaining 7% of them are in favor that the service men service the service
to some where out.

The same information is presented in the form of diagrammatically as follows:

Diagram-3.7

8. Does Service men Confirms the solar of Service?

Table-3.8

Opinion

Response

Percentage

Yes

74

74.0

No

26

26.0

Total

100

100.0

The same information is presented in the form of diagrammatically as follows:

Diagram-3.8

The information presented in table3.8 reveals that:

74% of the respondents are says that the service men confirms the weight of service and
Nearly 36% of them are says that the service men does not confirms the weight of
service

9. Does Service s which you get is adequate in quantity

Table-3.9

Opinion

Response

Percentage

Yes

90

90.0

No
Total

10
100

10.0
100.0

The same information is presented in the form of diagrammatically as follows:

Diagram-3.9

The information presented in table3.9 reveals that:

90% of the respondents are says that the service is adequate in quantity and Remaining
10% of the respondents are says that the service is not adequate in quantity

10. How much does service men charges extra other than billed amount?
Table-3.10

Opinion

Response

Percentage

Free

95

95.0

5 - 10 rs

5.0

10 - 20 rs

0.0

Total

100

100.0

The same information is presented in the form of diagrammatically as follows:

Diagram-3.10

The information presented in table3.10 reveals that:

95% of respondents are says that the service men does not charge extra amount other
then billed amount and Nearly 5% of the respondents are says that the service men
charge 5 10 Rs extra amount other then billed amount.
11. How soon does Mechanic or Service
Leakage

Company Respond Immediately in case of

Table-3.11
Opinion

Response

Percentage

30 min

64

64.0

1 hour
1 day

6
30

6.0
30.0

Total

100

100.0

The information presented in table3.11 reveals that:

64% of the respondents are says that the mechanic or service company respond
immediately in case of leakage in 30 min.,6% of the respondents are says that the
mechanic or service company respond immediately in case of leakage in 1 hour and
Nearly 30% of the respondents are says that the mechanic or service company respond
immediately in case of leakage in 1 day

The same information is presented in the form of diagrammatically as follows:

Diagram-3.11

12. How do you rate the behavior of counter staff/Service men and Mechanic
Table-3.12

Opinion

Response

Percentage

Very good
Good
Average
Poor
Very bad
Total

60
14
20
6
0
100

60.0
10.0
20.0
6.0
0.0
100.0

The same information is presented in the form of diagrammatically as follows:

Diagram-3.12

The information presented in table3.12 reveals that:

60% of the respondents are in favour of very good behavior from the counter staff/service
men and mechanic of Greentech , 14% of them are in favour of good behavior and from
the analysis 20% of them are in favour of average. and While 6% of them are in favour of
poor behavior of the counter staff/service men and mechanic staff
13. How often does company conduct mandatory inspection?
Table-3.13

Opinion

Response

Percentage

1 year
2 year
3 year
4 year
Total

66
20
4
10
100

66.0
20.0
4.0
10.0
100.0

The same information is presented in the form of diagrammatically as follows:

Diagram-3.13

The information presented in table3.13 reveals that:

66% of the respondents are in favour that the company conduct mandatory in inspection
once in a year,20% of the respondents are in favour that the company conduct mandatory
in inspection once in a two year, 4% of the respondents are in favour that the company
conduct mandatory in inspection once in a three year and While remaining 10% of of the
respondents are in favour that the company conduct mandatory in inspection once in a
four.
14. How do you rate overall Performance of Greentech ?
Table-3.14

Opinion

Response

Percentage

Very Good

80

80.0

Good
Average

10
10

10.0
10.0

Poor
Very Bad
Total

0
0
100

0.0
0.0
100.0

The same information is presented in the form of diagrammatically as follows:

Diagram-3.14

The information presented in table3.14 reveals that:

80% of the respondents are in favour of very good over all performance of Greentech ,
10% of them are in favour of good performance and from the analysis 10% of them are in
favour of neither good/bad over all performance of Greentech
15. Do you want to migrate if new service company is allotted in this town?
Table-3.15

Opinion

Response

Percentage

Yes

6.0

No

94

94.0

Dont know

0.0

Total

100

100.0

The same information is presented in the form of diagrammatically as follows:

Diagram-3.15

The information presented in table3.15 reveals that:

6% of the respondents are in favour of that they will migrate if new service company
is allotted in the town. and While 96% of them are in favour of that they dont want
migrate if new service company is allotted in the town.

FINDINGS

 42% of the respondents were using the APgenco before purchasing the service . 35% of
the respondents were using the Batteries and remaining 23% of them were using the solar
systems before they purchasing the service

91% of the respondents are using the BHEL service . 5% of the respondents are using the
Mahendra service and remaining 4% for the vasavi service before company service

69% of the respondents are using single service and While 31% of them are using double
service s

26% of the respondents say that they refill the service in 20-30 days.
14% of the respondents say that they refill the service in 30-50 days.50% of the
respondents say that they refill the service in 50-60 days and While 10% of them

say

that they refill the service above 60 days.

35% of the respondents are booking their service s by meeting personally and
While remaining 65% are booking their service by phone

10% of the respondents are says that the company service the service on same day, 51%
of them says that company service s the service on 1 2 days, 29% of them says that
company service the service on 2 3 days and While 10% of them says that company
service the service on 4 6 days.

3% of the respondents are in favor that the service men service the service to outdoor,
70% of the respondents are in favor that the service men service the service to kitchen.
20% of the respondents are in favor that the service men service the service to store
room, While remaining 7% of them are in favor that the service men service the service
to somewhere out.

 74% of the respondents are says that the service men confirms the weight of service and
Nearly 36% of them are says that the service men does not confirms the weight of
service

90% of the respondents are says that the service is adequate in quantity and Remaining
10% of the respondents are says that the service is not adequate in quantity

64% of the respondents are says that the mechanic or service company respond
immediately in case of leakage in 30 min.,6% of the respondents are says that the
mechanic or service company respond immediately in case of leakage in 1 hour and
Nearly 30% of the respondents are says that the mechanic or service company respond
immediately in case of leakage in 1 day

60% of the respondents are in favor of very good behavior from the counter staff/service
men and mechanic of Greentech , 14% of them are in favour of good behavior and from
the analysis 20% of them are in favor of average. and While 6% of them are in favour of
poor behavior of the counter staff/service men and mechanic staff

66% of the respondents are in favor that the company conduct mandatory in inspection
once in a year,20% of the respondents are in favor that the company conduct mandatory
in inspection once in a two year, 4% of the respondents are in favor that the company
conduct mandatory in inspection once in a three year and While remaining 10% of of the
respondents are in favor that the company conduct mandatory in inspection once in a
four.

80% of the respondents are in favor of very good overall performance of Greentech ,
10% of them are in favor of good performance and from the analysis 10% of them are in
favor of neither good/bad overall performance of Greentech

 6% of the respondents are in favor of that they will migrate if new service company is
allotted in the town. and While 96% of them are in favor of that they dont want migrate
if new service company is allotted in the town

Suggestions:

The study will help the company to know the satisfaction level of customer towards
services provided by them.

The study will help the company to identify the factors of dis-satisfied customers.

The study will help the company to know whether their services are meeting their
customer satisfaction index or not.

The study will help the company to focus on their weaker areas of services.

The study will help the company to improve their customer care activities to delight
and attract customers.

CONCLUSION

Less than anticipated growth in the face of intensifying competition and rising costs can hardly
be expected to get the company foaming.

Greentech is exclusive showroom and it is a well known service provider for Bharat
service

and they are well established in providing satisfactory after sales services to its

customers.

By seeing the observations most of the customers are having positive perception towards
Greentech

and are satisfied with its services such as Availability of Timely and safe service,

Staff support, Trained Mechanics etc.

Questionnaire

Dear Sir/Madam,
Please provide the below mentioned information:
Name: _______________________________________________________
Address: _______________________________________________________
Occupation: _____________________________
Annual Income ______________________ Gender: Male [ ]

Female [ ]

1. How do you use to electricity service ?

1. APgenco

2. Batteries

3. Solar

2. Which Company Service do you own in previous?

1. BHEL

2. Mahindra Solar

3. Vikram Solar

3. How many units do you have to consume?

1. More than hundred

2.Less than hundred

4. How often you Pay for your Service ?

1. 20-30 days

2.30-50 days

3. 50-60 days

4.Above 60days
5. How do you Book a Service ?
1. Personally
4. SMS

2.Phone

3.Letter

5.IVRS

6. How many days does company takes to service the Service ?

1. Same day
4. 4-6days

2. 1-2 days

3. 2-3 days

7. Where does service men service s the Service ?

1. Out Door

2.Kitchen

3.Store Room

4. Somewhere Out
8. Does Service men Confirms the solar Service ?
1. Yes

2. No

9. Does Service s which you get is adequate in quantity?

1. yes

2.No

10. How much does service men charges extra other than billed amount?
1. Free

2 .5-10 Rs

3.10-20 Rs

11. How soon does Mechanic or Service Company Respond Immediately in case of
Leakage?
1.30 Min

2. 1 hour

3.1 day

12. How do you rate the behavior of counter staff/Service men and Mechanic?
1. Very Good
3.Poor

2.Good

3.Averagre

4.Very Bad

13. How often does company conduct mandatory inspection ?

1. year

2. 2 year

3. 3 Year

4. 4year

14. How do you rate overall Performance of Greentech ?

1. Very Good

2.Good

3.Averagre

3.Poor

4.Very Bad
15. Do you want to migrate if new service company is allotted in this town?
1. Yes

2. No
3. Dont Know
*** Thank You ***

BIBLIOGRAPHY

REFERENCE BOOKS:1. MARKETING RESEARCH

Tull and Hawkins.

3. MARKETING

Lamb, Hair, McDaniel.