A

SUMMER TRAINING REPORT

On

A Survey on Customer Awareness about MACINTOSH

At

RSG INFOTECH PVT. LTD.

Submitted in the partial fulfillment of the

requirement for award of the degree of

MASTER OF BUSINESS ADMINISTRATION (MBA)

TO

MAHARSHI DAYANAND UNIVERSITY, ROHTAK

Submitted by: -

DEVENDER MALHOTRA
ROLL NO: - 2714
MBA (3rd Semester)

DECLARATION

AMITY BUSINESS SCHOOL, MANESAR

August, 2008

Session – 2007-09
 DECLARATION

I, Devender Malhotra, Roll No. 2714 MBA (3rdsemester) of Amity Business School,
Manesar, hereby declare that the Summer Training Report entitled “A Survey on
Customer Awareness about Macintosh” is an original work and the same has not been
submitted to any other institute for the award of any other degree.

A seminar presentation of the Training Report was made on __________ and the
suggestion as approved by the faculty was duly incorporated.

Presentation-In-Charge Signature of the Candidate

Signature: ___________________
Name of the Faculty: Prof. (Dr.) Vikas Madhukar

Countersigned:-

Director of the Institute

 ACKNOWLEDGEMENT

Any project cannot be possible successfully completed without the support and help of a
lot of people. It is with great pleasure and expresses my deep sense of gratitude the
people who have been actively supporting me in project.

Firstly I offer a great sense of gratitude and thanks to Dr. R.C. Sharma, Professor and
Advisor, Amity Business School, Manesar, Gurgaon, who gave me opportunity to do
summer training in RSG Infotech Pvt Ltd. , after that I am thankful to Mr. Pankaj
Kapoor, who has given me a chance to work under them. I obliged him for encouraging
and providing me valuable knowledge.

I am also thankful to my faculty guide Ms. Poonam Sharma, Faculty, Amity Business
School, Manesar, Gurgaon for giving me guidelines time to time regarding project. Our
special words of thanks to the management of RSG InfoTech Pvt Ltd. who provide me
great opportunity for preparing this report.

DEVENDER MALHOTRA
 TABLE OF CONTENTS

Certificate
Declaration
Acknowledgement
Preface

Chapter-I

• Introduction to the study

• Significance of the study
• Conceptualization
• Focus of the problem
• Objectives of the study
• Limitations of the study

Chapter-II

• Review of literature
• Research Methodology

Chapter-III

• Industry profile
• Company profile

Chapter-IV
• Analysis and interpretations

Chapter-V
• Findings and Recommendations
• Conclusions

Bibliography

Annexure
 Chapter-1
Introduction to the Study
 INTRODUCTION TO THE STUDY

Today is the age of competition. Everywhere, whatever the field may be like IT
sector, pharmaceutical sector, agricultural sector, automobiles sector, steel sector or any
other sector, cut throat competition is prevailing everywhere. Gone are the days when the
customer has to search for the company for purchasing the product. Today is the time
when so many companies of the same sector are available for the single customer and
each company is trying to provide superior quality product to the customer at reasonable
price.

Due to the advancement of technology, every second so many changes are taking
place in the modern market. Moreover, the company must be well aware about both the
external and internal factors of the organization. Internal factors which effect the
organization are under the control of the organization. So it just become the need of the
organization to study all the factors effecting the organization and then judge which
factors can be controlled by the organization for the attainment of better results.

So this project covers the analysis of various reasons for using operating systems
other than MACINTOSH, which will be a great help to the organization because with the
help of the current project study the company will be able to find out the main areas
where it is lacking in the market, what are the areas where the company holds a very
strong position in the market, where the company must put continuous efforts to attain
the same position. Ultimately the company will be able to judge its position in the
competitive market scenario.
 In the current project the researcher has firstly covered the description of all the
operating systems which are available in the market. The following operating systems are
available in the market:

• Windows
• Macintosh
• Linux
• Unix

Secondly, after giving the full description of the operating systems which are
available in the market, the researcher has analyzed which are the operating systems
cover major stake in the market.

The researcher has also analyzed what are the factors which are responsible for not
using Macintosh operating system. Overall company will be able to judge its position in
the competitive scenario.
 SIGNIFICANCE OF THE STUDY

This study is very significant to the company as well as its customers. It helps the
company in knowing the reasons for not using Macintosh in comparison to other
computer operating system. With the help of the current project study the company will
be able to find out the main areas where it is lacking in the market and can find out what
are the areas where the company holds a very strong position in the market. Company
will be able to judge its position in the competitive market scenario by this project.

It is helpful for the customers; as it helps them to increase there level of awareness about
the product.

It is also helpful for the management students because it helps to learn different
marketing skills adopted by the organization and to know about the working environment
of corporate.
 CONCEPTUALISATION

"A Survey on Customer Awareness about Macintosh" indicates to analyze the awareness
among the people about Macintosh computer operating system. Basically analysis is done
to find out the loopholes as well as the strengths of the operating system. The researcher's
terminology for this particular analysis is as follow:-

“A dissatisfied customer will tell seven to 20 people about their negative experience. A
satisfied customer will only tell three to five people about their positive experience”
- (Kan 1995).
Customer Awareness

"It's more important than ever for companies to objectively assess the value of their
customers. But conventional measures of ""customer lifetime value"" haven't been linked
to overall business value and haven't been useful to senior managers. Managing
Customers as Investments overcomes both shortcomings.

Through practical examples and case studies, you'll learn a rigorous yet simple approach
to estimating the lifetime value of your customers¿and how you can use that information
to make better tactical and strategic decisions. You'll learn how customer value
calculations impact customer acquisition, service, retention, and segmentation¿as well as
strategic M&A and alliance decisions.

Whether you're a CxO, line-of-business manager, marketer, analyst, or investor,

Managing Customers as Investments will help you focus your resources where they'll
deliver maximum value.
Key takeaways include

• Customers are assets

• How to calculate the value of customers in a simple way
• How the value of customers provides the basis for marketing strategy and planning
• The importance of balancing the value of the customer to the firm with the value the
firm provides to the customer
• How to use the value of the customer as a basis for firm valuation and M&A
decisions
• The implications for organization and incentive structure and the limitations of
product and brand management
• How to link customer value to business value
• Practical techniques for CxOs, line-of-business managers, marketers, financial
analysts, and investors
• How to make better decisions about marketing, partnerships, and organizational
structure
• Easy-to-use metrics and real-world case studies

What your customers are really worth: crucial knowledge for better strategic and tactical
decision-making. How can you find out, without endlessly complex modeling? And after
you know, what should you do with that knowledge?

Managing Customers as Investments has the answers and they may surprise you. You'll
learn surprisingly simple ways to get reliable customer value information...and get it in a
form you can use.

You'll learn how to use it to measure your marketing effectiveness more accurately than
ever before¿and drive improvements throughout your entire customer relationship
lifecycle. You'll learn how customer value can bring new clarity to decisions about M&A
and firm valuation. Everyone tells you to manage your business around customers. This
book gives you the tools to do it.
Why do we Measure Customer awareness?

The level of customer awareness with services is an important factor in developing a

system which is responsive to clients’ needs while minimizing costs and time
requirements and maximizing the impact of the services on target populations. In order to
develop a service delivery mechanism that addresses its customers’ needs, desires and
expectations, it is necessary to:

• Know what customers are thinking about you, your service, and your competitors.
• Measure and improve your performance.
• Turn your strongest areas into market differentiations.
• Turn weaknesses into opportunities for improvement.
• Develop internal communication tools to let everyone know how they are doing.
• Demonstrate your commitment to quality and your customers.
• Feedback and information form important elements in effective service delivery
systems and should include
• Quality of the service.

Customer Satisfaction

Measuring customer satisfaction is an important element of providing better, more

effective and efficient services. When clients are not satisfied with a service as provided,
the service is neither effective nor efficient. This is especially important in relation to the
provision of public services. Under conditions of perfect competition, where clients are
able to choose between alternative service providers and have adequate information,
client satisfaction is a key determinant of the level of demand and therefore, the operation
and functioning of suppliers. However when a single agency, either government or
private sector, is the sole provider of services, the level of client satisfaction is often
overlooked when assessing the effectiveness and efficiency of services.
Fundamentals of customer satisfaction
1. Product/Service Variables
The design of the product or service is designed to give customers benefit. Good design
maximizes those benefits.

2. Sales and Promotion-Related Variables

Three key variables affect customer satisfaction in this area.
• Messages, which help to shape Customers’ ideas about the product’s benefits
before they have experienced it in use.
• Attitudes of everyone in the organization. Who comes into contact with
customers: salespeople, service staff, telephone operators, and So on.
• The use of intermediaries to sell on behalf of the organization: similar selection,
training and performance criteria should be applied to intermediaries as are
applied to an organization’s own staff.

3. After-sales variables
There are two aspects of after-sales, which arc especially significant for organizations
• Support services. Covering traditional after-sales activities like Warranties, parts
and service, and user training.
• Feedback and restitution. The way the organization handle Complaints and the
level of priority attached by management to such activities.

4. Culture-related variables
The crucial question here is whether the corporate culture is built around maximizing
customer satisfaction, or whether management merely pays lip service to it. Would it be
acceptable for an employee to postpone a meeting with, the managing director in order to
meet a customer, for example?
OPERATING SYSTEM

On any computer, the operating system (OS) is the set of programs that performs basic
tasks that are necessary for the computer to be functional. The OS provides a software
platform on top of which application programs can run. Early operating systems,
including Microsoft's Disk Operating System (DOS) and UNIX® (originally developed
by Bell Labs; now an open specification licensed by The Open Group), posed few
accessibility barriers for users of assistive technologies because they were text-based.
However, as operating systems became increasingly graphics-oriented, accessibility
barriers increased for individuals who couldn't see the graphics or use a mouse.

In education, the most common graphic operating systems today are Microsoft's
Windows and Apple's Mac OS. UNIX and Linux (an open-source UNIX-like operating
system) are also widely used, particularly in higher education. The latter two operating
systems both have strong command-based traditions that linger today, and assistive
technologies that support their command-line interfaces have long been available.
However, a variety of graphic desktop environments has been developed for these
operating systems and, consequently, has erected barriers for no mousers and no sighted
users.

One role of the graphic operating system is to provide an application program interface
(API) to programmers so they can write applications consistent with the operating
environment. All programs developed using a common API will have a similar interface,
which makes applications easier to learn and use. The API provides a set of building
blocks, which programmers assemble into an application. It is important that the API
provide support for accessibility. For example, all menus and controls in a graphic user
interface should be accessible via keyboard, not just mouse, and should be displayed with
a font and color scheme that can easily be customized by the user.
 FOCUS OF THE PROBLEM

This project “A Survey on Customer Awareness about Macintosh " is focused on

studying the awareness and finding out the reasons for not using Macintosh operating
system.

So the current project study covers the analysis of various operating systems available in
the market, this project helps in finding out the perception and satisfaction level of
different users about there existing operating system.

This research tries to analyze some key factors which influence the people for not
purchasing the Macintosh operating system of Apple Computers although other products
of Apple are very popular among the people like iPods.
 OBJECTIVES OF THE STUDY

• To understand the market scenario of operating systems in India, specifically in

Gurgaon.
• To study the customer’s perception about the existing operating systems
• To find out the customer’s satisfaction level about the existing products in the market
• To highlight the key performance issues pertaining to existing products in the market
• To suggest various ways to improve/strengthen the brand image of the product
 LIMITATIONS OF THE STUDY

In the current project there are some limitations that have been found. These limitations
are as follow:-

• In a very short span of time, this analysis of customer satisfaction about the operating
system. This is one of the major limitations of this project because in the very short
period analysis of different operating systems is very complex task.

• The present study is totally region specific. Whatever analysis of the operating system
has been done is based on the data collected in Gurgaon only.

• Every person has different view in comparison to other person. Same is the case with
this project also.
 Chapter-2
Research Methodology
 REVIEW OF LITREATURE

• Hal and Linda Kramer, Publishers Contribution to an emerging world based on

cooperation rather than on competition, on affirmation of the human spirit rather than
on self-doubt, and on the certainty that all humanity is connected. Our goal is to touch
as many lives as possible with a message of hope for a better world.

• Personal Power through Awareness: A Guidebook for Sensitive People, By

Sanaya Roman An individual starts at some point by being unaware of a brand's
presence in the market. The initial communication task of the brand is to increase
consumer awareness of the brand to advance the brand one step up the hierarchy.

• John C. Maloney, "Attitude Measurement and Formation,” paper presented at

the Test Market Design and Measurement Workshop, American Marketing
Association, Chicago. When a study using one of the goals just mentioned [e.g.,
increase awareness] is published and reported at a meeting, I sometimes get the
unsocial urge to question the author with, "So what?" If he has shown that advertising
does, in fact, increase brand name awareness or favorable attitude toward the
company, on what grounds does this increase a justifiable use of the company funds?
The answer usually given is that more people will buy a product if they are aware of
it or if they have a favorable attitude. But why leave this critical piece of inference
out of the design of the original research?
For example, if awareness does not affect sales, why bother to measure it. If it does have
a close relationship, why not measure sales directly? This argument has gained strength
in recent years since it is now possible to measure advertising effects on short-term sales
for packaged goods with great precision through controlled experiments utilizing scanner
data panels. However, as mentioned before, even these tests cannot typically yield
unambiguous estimate of the long-term effects of advertising.

The Link Between Customer Satisfaction and Customer Retention

Many authors (Reichheld and Kenny, 1990; Zeithaml, et.al., 1990; Bowen and
Lawler, 1990; Schlesinger and Heskett, 1991) have cited the relationship between
customer retention and the quality of service experienced by the customer.

Reichheld and Kenny (1990) specified six factors as imperative to improving retention:
senior management commitment; a customer-focused culture in which all employees and
managers focused their full attention on customer satisfaction; retention information
systems that tracked and analyzed the root causes of defections; empowerment of front
line employees to take actions that provided immediate customer satisfaction; continuous
training and development; and incentive systems based on customer retention.

Citing research on customer loyalty conducted by the Forum Corporation,

Schlesinger and Heskett (1991) noted that only 14% of customers stopped patronizing
service business because they were dissatisfied by the quality of the product, while more
than two-thirds defected because of what they judged to be indifferent or unhelpful
service. This finding supported the observation of Parasuraman, et. al. (1984) that
customers' judgements of high and low service quality depend on "how consumers
perceive the actual service performance in the context of what they expected."
Zeithaml, V. A. and M. J. Bitner (1996). Service Marketing. New York, McGraw-Hill
et. al. (1990) studied whether customers' perceptions of quality were influenced by
whether or not they had experienced a recent service problem (Figure 2). They examined
customers who had experienced recent service problems and those who had not. They
found that service problems adversely affect customers' perception of service quality, and
that customers who were dissatisfied with the resolution of their problems were twice as
dissatisfied as those whose problems were resolved to their satisfaction (Zeithaml, et. al.,
1990).

Zeithaml conclude that:-

"The most important thing a service company can do is be reliable that is, perform the
service dependably and accurately ... do it right the first time. When a service problem
does crop up, however, all is not lost unless the company ignores it. In other words, by
resolving the problem to the customer's satisfaction, -- by performing the service very
right the second time -- the company can significantly improve customer retention rates."

.
Kano Model of Customer Satisfaction

Kano, N., N. Seraku, et al. (1996). "Must-be Quality and Attractive Quality." The
Kano et al. (1996) model of customer satisfaction classifies product attrib utes based on
how they are perceived by customers and their effect on customer satisfaction (Kano,
Seraku et al. 1996). According to the model, there are three types of product attributes
that fulfil customer satisfaction to a different degree:

1) Basic or expected attributes

2) Performance or spoken attributes
3) Surprise and delight attributes.
A competitive product meets basic expected attributes, maximises performances
attributes, and includes as many “excitement” attributes as financially feasible. In the
model, the customer strives to move away from having unfulfilled requirements and
being dissatisfied.

The performance or spoken attributes (the central line of the model) are those expressed
by customers when asked what they want from the product. Depending on the level of
their fulfilment by a product or a service these requirements can satisfy or dissatisfy
consumers.

The basic or expected attributes (lower curve in the model) are basic attributes, which
customers take for granted and they are so obvious that they are not worth mentioning.
While the presence of these attributes is not taken into account, their absence is very
dissatisfying.

The surprise and delight attributes (upper curve in the model) lay beyond customer’s
expectations. If they are present they excite the customer, but their absence does not
dissatisfy, as customers do not expect them.
Managing Customers as Investments: The Strategic Value of Customers in
the Long Run

What's a customer really worth? Can you find out, without endlesslycomplex modeling?
And once you know, what should you do with thatknowledge? Managing Your Customers
as Investments has the answers.You'll learn simple ways to get reliable customer value
information--ina form you can use. You'll discover how to use it to measure
marketingeffectiveness, generate improvements throughout the entire
customerrelationship lifecycle, and improve decision-making. Everyone tells youto
manage your business around customers. This book gives you the toolsto do it.

Relationship Marketing: Successful Strategies For The Age Of The

Customer by Regis Mckenna

Today, he writes, the focus is on direct consumer contact and personal relations with the
business "infrastructure"--media, suppliers, analysts, etc.--whose feedback will influence
product development and marketing strategy. McKenna traces the rise and occasional fall
of many start-up companies in the turbulent, proliferating computer and software
industry, including the competition between Apple Inc. and IBM, a battle recently ended
when the two signed agreements to work together on research, development and
marketing.
 RESEARCH METHODOLOGY

RESEARCH DESIGN

In this particular study the researcher has taken the following research designs:-

 Descriptive research design: - This research design is also known as ex post

facto. The researcher has no control over variables. In this project descriptive
research design has been taken because the researcher has described all the
operating systems available in the market.

 Exploratory research design: - Under this particular research design only the
development of hypotheses is done rather than their testing. In present study the
researcher has analyzed the present situation and then has given the suggestions or
what needs to be done.
 DATA COLLECTION & SOURCES

 Primary data: - Under the study of the current project the researcher has also collected
primary data through following activities:-

• Personal interview:-

The researcher has conducted the personal interviews of the customers and other
local people through which the researcher has collected the data which is very
helpful in the analysis of the operating systems.

• Observation method:-

The data has also been collected through observation method. The researcher has
observed many things regarding the use of operating systems which has been a
great help in the study of the current project.

• Questionnaire:-

The data has also been collected through questionnaire also.

 Secondary data: -Some of the sources through which the researcher has collected the
secondary data are as follow:-

• Brochures of the company

• Through internet
UNIVERSE & SAMPLE SIZE

Universe Size in this current project is Educational Institute located in Gurgaon region

only. Population Size, which has been surveyed, is 13 institutes and 3 International

Schools.

ANALYSIS PATTERN

Basically the data which has been collected for the research purpose is particularly of
qualitative nature. So it was very difficult for the researcher to use some typical statistical
tools and techniques. So basically the analysis has been done through editing and coding
the information. The researcher has also used graphical representation for the analysis
purpose.
Chapter-3
 INDUSTRY PROFILE

An operating system (commonly abbreviated OS and O/S) is the software component of a

computer system that is responsible for the management and coordination of activities
and the sharing of the resources of the computer. The operating system acts as a host for
application programs that are run on the machine. As a host, one of the purposes of an
operating system is to handle the details of the operation of the hardware. This relieves
application programs from having to manage these details and makes it easier to write
applications. Almost all computers, including hand-held computers, desktop computers,
supercomputers, and even modern video game consoles, use an operating system of some
type. Some of the oldest models may however use an embedded OS, that may be
contained on a compact disk or other storage device.

Operating systems offer a number of services to application programs and users.

Applications access these services through application programming interfaces (APIs) or
system calls. By invoking these interfaces, the application can request a service from the
operating system, pass parameters, and receive the results of the operation. Users may
also interact with the operating system by typing commands or using a graphical user
interface (GUI, commonly pronounced “gooey”). For hand-held and desktop computers,
the GUI is generally considered part of the operating system. For large multi-user
systems, the GUI is generally implemented as an application program that runs outside
the operating system.

Common contemporary operating systems include Microsoft Windows, Mac OS X,

Linux and UNIX. Microsoft Windows has a significant majority of market share in the
desktop and notebook computer markets, while servers generally run on Linux or other
Unix-like systems.
File system support in modern operating systems

Linux and UNIX

Many Linux distributions support some or all of ext2, ext3, ReiserFS, Reiser4, JFS , XFS
, GFS, GFS2, OCFS, OCFS2, and NILFS. The ext file systems, namely ext2 and ext3 are
based on the original Linux file system. Others have been developed by companies to
meet their specific needs, hobbyists, or adapted from UNIX, Microsoft Windows, and
other operating systems. Linux has full support for XFS and JFS, along with FAT (the
MS-DOS file system), and HFS which is the primary file system for the Macintosh.

In recent years support for Microsoft Windows NT's NTFS file system has appeared in
Linux, and is now comparable to the support available for other native UNIX file
systems. ISO 9660 and UDF are supported which are standard file systems used on CDs,
DVDs, and BluRay discs. It is possible to install Linux on the majority of these file
systems. Unlike other operating systems, Linux and UNIX allow any file system to be
used regardless of the media it is stored on, whether it is a hard drive, CD or DVD, or
even a contained within a file located on an another file system.

Microsoft Windows

Microsoft Windows presently supports NTFS and FAT file systems, along with network
file systems shared from other computers, and the ISO 9660 and UDF filesystems used
for CDs, DVDs, and other optical discs such as BluRay. Under Windows each file system
is usually limited in application to certain media, for example CDs must use ISO 9660 or
UDF, and as of Windows Vista, NTFS is the only file system which the operating system
can be installed on. The NTFS file system is the most efficient and reliable of the
Windows file systems, comparing closely in performance to Linux's XFS. Details of its
design are not known. Windows Embedded CE 6.0 introduced ExFAT, a file system more
suitable for flash drives.
Mac OS X

Mac OS X supports HFS+ with journaling as its primary file system. It is derived from
the Hierarchical File System of the earlier Mac OS. Mac OS X has facilities to read and
write FAT, NTFS, UDF, and other file systems, but cannot be installed to them. Due to its
UNIX heritage Mac OS X now supports virtually all the file systems supported by the
UNIX VFS. Recently Apple Inc. started work on porting Sun Microsystem's ZFS
filesystem to Mac OS X and preliminary support is already available in Mac OS X 10.5.

Market share of Operating System

OS market share
as of May, 2008

Windows - 91.13%
Mac - 7.83%
Linux - 0.68%
Other - 0.36%
 SWOT ANALYSIS

Strengths:
Apple Computer Inc. is one of the oldest hardware manufacturers that control over the
product by manufacturing both computers and their operation system. It is known that
Apple has a high Quality product which makes Apple different than its competitors.
Apple creates its product with unique designs to attract the consumer’s eyes and increase
its market share because Apple success is based on fulfilling customer’s desires. Apple
has one of the top brand names within the technology industry all over the world, and
54% of their profits are from foreign markets. Apple is dedicated to develop new
products which will make the use of technology easier and more efficient. Apple always
provides easy-use product to the hand of the consumers. Most of its products are light,
small, and easy to carry around which make them more competitive. One of the great
things about Apple is product diversification; Apple has a large number of product lines
to target everyone in the world. In addition, there are a huge number of consumers who
are loyal to Apple even though the prices of Apple products are higher comparing to its
competitors. The attractiveness of Apple’s products has created a brand of distinction in
the computer industry.

Weaknesses
Apple had difficulties on some of its products quality control. Some consumers reported
faulty screens in the iPod Nano. When Apple first introduced the iPod, consumers faced
problems with faulty batteries. Apple is ranked fourth by sales of hardware, and it is
focusing on internal engineering more than the market. They must continue to impress
the market with new products. This puts huge pressure for Apple to maintain its position
as one of the industry leader. The computer industry is a fast-changing type industry
where old products are constantly replaced by newer and more improved innovations. For
Apple to remain profitable, they must invest huge amount of money in their product
R&D which has been increasing steadily every year.
 Even though Apple may seem so financially strong, its lack of debt may just be a
fatal weakness. Apple is very vulnerable to a major stock acquisition by other groups or
companies. In addition to the debt/equity issue, Apple has not issued any dividends to its
shareholders for many years, which may cause the investors to lose their confidence in
this company.

Opportunities
Apple is known for its innovative thinking. They have developed a product line that is
both functional and attractive. Their product line has recently expanded to another level.
Their iPods will soon be able to communicate with specially designed Nike running
shoes where you could receive data such as calories burned and distance ran. This project
can benefit both companies and boost the demand for iPods. Apple’s iPod line will have a
clear advantage over all the other mp3 players in the market. In addition to Apple’s
integration with other products, many cars models from all major automakers have
equipped their new models with iPod connectivity.

In regards to their desktop and notebook sectors, Apple has developed new lines that are
less expensive while maintaining its high quality standards. These less-expensive
computers should help increase sales in the future. Apple has also changed its chip
supplier from IBM to Intel. This change would make Apple more compatible with other
systems. It enables Apple to run the Windows operating system, which gives the user
more flexibility.

Threats
Apple faces pressure from its competitors such as Dell and HP. Dell’s low budget
computers have given them the largest market share in personal computers. According to
the available data, HP leads the industry with gross revenue of 88.89 billion dollars but
Dell has the highest net income. Even though Apple’s stock price is higher than both Dell
and HP, the difference in market share and revenues are far behind them.
 Strengths Weaknesses

• Well-established brand • Market share is under 10 percent

• Manufacturing both computers and • Higher R&D costs

their operation system
• Higher prices of its products
• R&D

• Developed new lines that are less

expensive while maintaining its high
quality standards

Opportunities Threats

• Ranked fourth by sales of hardware • Highly dependent on consumer

purchases
• Focus to the home consumer market
with it development of products • Microsoft is the dominant PC
operating system player
• Focusing on internal engineering
more than the market • Exchange rates cause shifts in supply
and demand
• Changed its chip supplier from IBM
to Intel
At present these are the companies provide Apple Laptops and softwares:-

RSG Infotech Pvt Ltd.

Redington India Pvt Ltd.
Anything MAC Pvt. Ltd.
Atria Mall, Worli; Mumbai,
Inorbit Mall, Malad; Mumbai, &
Mariplex Mall, Pune.

People can easily buy Apple laptops, Accessories, Softwares from different websites:-

www.apple.com
www.techtree.com
 COMPANY PROFILE

RSG GROUP

RSG was incepted in 1997 with a vision of bringing to the Indian subcontinent the cutting
edge apple technology to define and set new standards in the creative business segments
of Broadcast, Video, Film, Audio, Graphics, Print and Publishing. RSG at present is a
leader in Sales, Service and Training on Macintosh platform in India. The organization
makes sure that you have access to the latest and the best in technology by keeping
abreast with the latest/upgraded developments in the domain of expertise.

The Corporate Office is located in New Delhi, and the branch office in Mumbai. RSG
also has set up a Service Centre in Kolkata and Tardeo Mumbai.

• RSG’s vision brings people, ideas, and technology together to create superior
solutions for our clients.
• Our vision profoundly affects how we do business, we like to work with you as a
partner, and not merely as a client.
• As a Team, RSG brings to your project, experience and expertise coupled with
understanding and vision.
• The three core client centric Strategic Business units are Sales solutions, Service
Support and Training Centre.
 RSG SOLUTION PVT LTD.

RSG Solutions is tailor-made to provide effective results to Pre-Press segment in Printing

Industry. It’s fair to say that RSG has revolutionized the printing industry.

There was a time when the Newspapers & Commercial Printers were forced to buy the
products based on Vendors solution and not based on their exact requirement. RSG, with
it’s greater understanding of the clients specific needs, educates and suggests them on the
effective solutions.

RSG Solutions has tie-ups with companies like Eizo, Japan, and Lacie, France, who are
both pioneers in producing True Color displays. The organization also brought about the
culture of ‘Calibrated Monitor’, which have become increasingly popular with
visualisers, scanner operators, Photographers, etc.

RSG Solution offers proprietary based GMG & StarProof and ICC structure based EFI,
GMG based Contract Proofing solutions to Process Houses, Advertising agencies and
Flexo and Gravure printers.

RSG Solution also offers ICC structured BestColor proofing solutions from EFI for
various segments of Printing Industry. For RIP solutions, RSG Solution has products
from Xitron which drives most of the film & plate recorders. For CTP workflow, we have
solutions from PostRIP and GMG for automized color conversion.

Some of the clients from these industries include Newspaper like Hindustan Times,
Advertising agencies like Bates India and Pre Press Houses Like Pragati Offset, Thomson
Press. We are also providing solutions to commercial printers and Newspapers to enhance
their quality by offering various range of tools from Gretagmacbeth-XRite.
 RSG BROADCAST PVT LTD

RSG Broadcast has brought about a sea change in the Indian Broadcasting Industry. It has
been providing on-site System Integration and engineering consultancy services to
broadcasters, effectively and reliably. RSG offers highly specialized services. No wonder,
it features in the select Apple Resellers List chosen by Apple to deal in the Video
Industry. With its strong broadcast and IT engineering know how, the company has
numerous clients.

RSG has quite a productive history in broadcasting industry :

Apple Macintosh has proved itself to be the most stable platform to run broadcast-related
applications, and RSG brings to your business that unique edge. Building4Media
specializes in Channel Automation software products for Production Automation and
Play- out Automation. Proven track record with 160 channels on air and installations
worldwide, including customers like CNN, BBC, RTL and TVN (the biggest commercial
TV station in Poland). In India, almost 30 channels are profiting from the RSG Broadcast
facility.

RSG Broadcast provides end-to-end solutions to its customers in Channel Automation.

The company also undertakes turnkey projects to set up various TV channels, having
successfully completed automation in Kolkata TV, Total TV,NETV, Yo Music and
Enter10.

RSG has greatly contributed in the production of popular Reality shows like Indian idol,
Big Boss and FameX, with Sony Entertainment Channel. The company also supplies
Equipments, Support and Services to channels like NDTV, NETV, Global Broadcast
(CNN IBN, Jagran TV), among others. RSG Broadcast provides everything – planning,
wiring, troubleshooting and upgrades – for Broadcasting-related purposes. The
company,after carrying out a careful evaluation of its client’s network, offers technical
support in relation to installation and configuration of Servers & Computer Networks.

Top Clients
- SET INDIA LTD
- NDTV LTD
- WORLDWIDE MEDIA
- RASHTRAPATI BHAVAN
- JAMIA MILIA ISLAMIA UNIVERSITY
- TURNER INTERNATIONAL
- WALT DISNEY
- HINDUSTAN TIMES
- CENTURY COMMUNICATIONS
- MIDITECH
- FAMOUS STUDIOS
- JASRA GRAPHICS
- COMART LITHOGRAPHERS
- TOTAL TELEVISION
- CNBC TV 18
- KOLKATTA TV
- BATES INDIA
- STAR INDIA LTD
- PAPER PRODUCTS LTD
- ACCUPRINT SYSTEM
- NETV
- PAPER PRODUCTS LTD
- HINDUSTAN TIMES
- STAR INDIA LTD
- BAG FILMS & MEDIA LTD
- CENTURY COMMUNICATIONS
 RSG RETAILS INDIA Pvt Ltd.

Imagine and you can Achieve

RSG Retails India Pvt. Ltd., is a No.1 Apple Premium Reseller. Visit any of our Imagine
Apple exclusive retail outlets for various range of products, at :

Atria Mall, Worli; Mumbai,

Inorbit Mall, Malad; Mumbai, &
Mariplex Mall, Pune.

Imagine brings to you the latest and the most powerful products and technologies
coupled with a host of complementary products and peripherals. Owing to a significant
increase in demand for digital devices, there has been an equally increasing need to better
manage, organize and share media content, and Imagine is all of your needs answered
under one roof.

Imagine, at Atria Mall, holds the distinction of being the first Apple Premium Reseller
Store for Apple products in Mumbai. Imagine is a great place to come and experience the
entire range of Apple iPods and various accessories that complement the iPod.

In short, Imagine is a complete digital lifestyle experience.

Imagine also has a Built-in Seminar Room where, Customers can attend Basic or
Advance Mac OS X Training, iLife, iWorks, .Mac and many more workshops.
 RSG INFOTECH Pvt Ltd.

Incorporation

RSG was established in the year 1997 with a vision of providing the Indian subcontinent
with cutting edge apple technology that shall define and set new standards in the creative
business segments of Broadcast, Video, Film, Audio, graphics, print and publishing. Our
offerings are constantly upgraded to keep abreast with the latest developments in the
domain of expertise. Our Corporate Office is based in New Delhi and Western Region
office is based in Mumbai to deal with respective zones across India.

Vision

RSG's vision brings people, ideas, and technology together to create superior solutions
for our clients. Our vision profoundly affects how we do business; work with you as a
partner, not merely as a client. Develop solutions for your needs that are creative, yet
simple. We bring to your project experience and expertise coupled with understanding
and vision. Also believe that communication is the foundation to a solid relationship. We
promote open lines of communication to help us understand what you truly desire and
respond appropriately. By bringing people together and bridging ideas, we work with the
client, in a partnership.

Mission

Our mission is to bring humanity to technology, and achieve this by engaging consultants
with the appropriate skill sets to meet our client's needs. Since our inception relationship
development with our clients, Business Associate has been our key to growth by
providing consistent guidance and service to both respectively. The awards won by us
reveal the truth behind the initiatives taken to facilitate our client operations.
Core Competencies

Our core areas of competencies define our organizational structure. The three core client
centric Strategic Business units are Sales solutions, Service Support and Training Centre.
The expertise required by any business unit is shared as a part of knowledge sharing
initiative which is crucial component of our human resource development and client
relationship management process.

Alliances

Our Market knowledge, Support system and client satisfaction has lead to a growth in our
alliances. Our principal companies are among the prestigious companies in their
respective fields like Apple computer, Adobe, LaCie, Blackmagic, Gefen, Gretag
Macbeth and many more.

Market Reach

Our client list consists of stalwarts in their domain of expertise like Star TV, SONY TV,

CNBC, MTV, Turner, NDTV, Times group, Ht media, Magna Publication, Dainik Jagran,

Dainik Bhasker, Pixion Studio, Famous Studio etc...And the list goes on. It's all about

teamwork... working together to help your company overcome obstacles and achieve its

potential.
Awards - A heritage of Success

Our consistent efforts of providing timely service and consultancy to delight our clientele

lead us to achieve a series of awards since year 2000 from apple India in various

categories. In the year 2004 and 2005, we received the Best Customer Satisfaction and

Numero Uno awards from Apple India.

Company deals in:-

SALES

 Hardware

o APPLE

o EPSON

o GRETA MACBETH (GMB)

o LACIE

 Software

o APPLE

o ADOBE

o SILICON COLOR

SERVICES

o SOFTWARE SUPPORT & MAINTENANCE

o HARDWARE SUPPORT & MAINTENANCE

o NETWORKING SERVICES

o COMPLETE SOFTWARE TRAINING

SOLUTIONS

SALES (HARDWARE)

APPLE

Apple was incorporated on January 4th, 1977. Apple is the main manufacturer of a line of

personal computers under the Apple Macintosh (Mac) brand name, peripherals, and

computer software. Apple Computer, Inc. engages in the design, manufacture, and

marketing of personal computers and related software, services, peripherals, and

networking solutions worldwide. It also offers a line of portable digital music players,

accessories, and services. The company’s products and services include Macintosh line of

desktop and notebook computers; iPod digital music player; Xserve G5 server and

Xserve RAID storage products; a portfolio of consumer and professional software

applications; Mac OS X operating system; iTunes Music Store; and a portfolio of

peripherals that support and enhance the Macintosh and iPod product lines. The company

also sells various third-party products, including computer printers and printing supplies,

storage devices, computer memory, digital camcorders and still cameras, personal digital

assistants, iPod accessories, and various other computing products and supplies.
Desktop Computers:-

o Power Mac G5

o iMac

o Mac Mini

Portable Computers:-

o Mac Book Pro

o PowerBook G4

o iBook G4

IPods:-

o iPod

o iPod Nano

o iPod Shuffle

Servers:-

o Xserve G5

o Xserve RAID

Displays:-
 o Apple Displays

EPSON

EPSON, which is part of SEIKO EPSON CORPORATION, Japan, is a Total Digital

Imaging Solutions company. It manufactures the entire range of input and output imaging
devices. Like inkjet printers, dot matrix printers, lasers, scanners, and LCD projectors.
EPSON's product portfolio also includes Systems & Crystal Devices, Integrated Circuits,
Optical products, factory automation systems and watches. EPSON has developed a
reputation as a visionary company with a commitment to developing technologies that
enhance multiple aspects of people's lives.

 Professional Large Format Printers

 Professional Desktop Printers
 Epson Stylus Photo series - premium photo quality printers
 Scanners
o Consumer

o Professional
 GRETA MACBETH (GMB)

GretagMacbeth has a long history in color management, dating back to 1915.

GretagMacbeth designs, manufactures and markets color management solutions,

including both instrumentation and software, which enable companies large and small to

consistently communicate and control color across devices, industries, processes and

locations. The GretagMacbeth brand is recognized as the world's leading source for

innovative color technology that combines exceptional ease-of use with excellent price/

performance.

For nearly a century, the GretagMacbeth brand has been the benchmark for accurate,

reliable color measurement - delivering uncompromising accuracy with speed and

flexibility to meet demanding deadlines, in less time and with less waste.

COLOR MANAGEMENT SOLUTIONS

 Pressroom Instruments

 Eye-One Solutions

 ProfileMaker Solutions

 Portable Spectros
 LACIE

LaCie has successfully been in business for over 15 years now, and has been able to

consistently keep its innovative spirit. LaCie’s products are specially designed to bring

your ideas to life with innovative and practical solutions. LaCie manufactures storage

devices to complement or extend existing central units, workstations and servers. LaCie

products are aimed at professionals and businesses, especially multimedia professionals.

Desktop

To help you efficiently manage your data, LaCie offers a full line of desktop devices with

impressive speed, power and reliability. Ensuring that there is no compromise between

capacity, data transfer rates and access rates, these desktop solutions are built with high-

performance in mind. For demanding, data intensive work, our high-capacity desktop

hard drives take information transfer to a new level of performance.

Hard Drives

Always on the cutting-edge of innovation, LaCie offers a wide range of versatile hard

drive solutions for any work environment, from the home-user storing personal files to

the professional design studio or editing suite.

 SERVICES

RSG employs Apple certified service technicians. Our technicians are provided with
continuous education to stay current with emerging technologies. We provide carry in and
on-site service, and can arrange for pick up and delivery for customers, who has
purchased from us. As an Apple authorized service provider, we repair products covered
by Apple Limited Warranty and AppleCare.

RSG provides everything - from planning and wiring, to troubleshooting, upgrades for
Macintosh and cross-platform networks. We also evaluate your network; our technicians
will install and configure your Internet hardware. We provide our consultants to
supplement your technical team, or we can take complete responsibility-- from
architecture, development to implementation and testing. For even more flexibility, any
project can draw upon any of our engineers for their experience, expertise, and resources.

Software Support & Maintenance

RSG provides complete research, recommendation, installation, and technical support of

all software applications and operating systems. We can help your organization avoid
system “crashes” which can hamper production in any environment. Much of our
expertise lies in compatibility issues and how they will affect your site’s workflow. We
are firm believers in preventive maintenance to keep your site running smoothly and
efficiently. Our diligence has paid off with a multitude of satisfied clients who are
maintaining stable working environments.
Hardware Support & Maintenance
We employ an experienced, hands-on staff that can quickly diagnose and troubleshoot
many hardware-related problems. Templeton technicians are provided with the latest
technology reports so we can offer our clients the most up-to-date information before
making any hardware purchase decisions. RSG can help your firm re-allocate old
hardware and equipment to maximize your technology budget. We also maintain
partnerships with hardware distributors, giving our clients quick, affordable access to
hardware.

Networking Services
RSG can create a complete site network from the ground up including installation and
configuration of routers, switches and hubs. RSG can maintain your entire Appleshare
network to ensure smooth file sharing, printing and server activity. We specialize in
Ethernet connectivity and can help your site overcome troubling network issues. RSG can
also assist your firm in Remote Access capabilities by configuring your site for dial-in
access, allowing you and your staff to stay in touch while on the road.

Complete Software Training

RSG can provide in-depth training for all major software applications and utilities. Our
application experts can guide your staff through the sometimes confusing world of
graphic design applications, page layout and desktop publishing programs and many
others. Whether looking for complete guidance, a simple refresher or high end power
functions, RSG can assist your staff in the understanding and functionality of today’s
major software applications.
 SOLUTIONS

Graphics/ Prepress
The Macintosh is well known for it's prowess in the graphics arena. Mac OSX Tiger
maintains this leadership with best in class color and a myriad of tools available to make
your creative projects shine.
Cutting-edge applications such as Adobe InDesign CS and innovations such as PDF
workflow are helping users create more complex design, while simplifying their
workflow. Software suites such as Adobe Creative Suite are making cross-application
integration tighter, allowing users to do what the do best—create.

Film/Video
The Macintosh plays an integral role in the Film and Video industry. Affordable
applications such as Final Cut Pro are now being used to edit feature films like Full
Frontal and Cold Mountain.

Powerful I/O hardware from AJA Video Systems and Aurora Video Systems are made
exclusively for the Mac leveraging the Apple created FireWire technology. Other post-
production tools such as Discreet Combustion, Adobe after Effects and Apple's DVD
Studio Pro help complete your projects with ease.

Audio
Everyone enjoys music. But does everyone know that the most widely used platform in
music production is the Macintosh?
Using powerful software such as Digidesign's Pro Tools and Apple Logic, the music
production cycle has become more efficient and more affordable. With a variety of inputs
and output devices available — the Macintosh is the definitive audio production tool.
IT Services
Because Mac OS X is based off BSD UNIX, Apple is again gaining recognition as a
serious IT tool. Powerful server hardware such as the 1U rack-mount Xserve, and the
super high-capacity Xserve RAID are popping up in places unheard of.

Mac OS X Server is powerful server software allowing services to any platform, with the
reliability and security BSD UNIX provides. All at a value price, with no per-user tax.
ORGANISATIONAL
CHART
 RSG GROUP

RSG Broadcast RSG Infotech Pvt RSG Solution Pvt RSG Retail Pvt
Pvt Ltd. Ltd. Ltd. Ltd.
(MD- Mr. Sanjeev (MD-Mr. Anil (MD-Mr. Gulshan (MD-Mr. Rupesh
Mekap) Acharya) Pahwa) Pandey)

Marketing HR Servicing Accounts

Department Department Department Department
 Chapter-4
Analysis and Interpretations
 Market Share of Different Operating Systems in INDIA

Market Share of OS

7.83% 0.68%
0.36%
Windows
Mac
Linux
other
91.13%

There are different operating systems in India such as Windows, Linux, Macintosh and
others. More than 90% market is captured by Windows operating System. More than 7%
people of India uses Macintosh OS. Linux operating system is used by only 0.68%
 Perception of user of Operating System in Institutes

Operating System Users

Responses Percent

Windows 16 100

Linux 0 0

Unix 0 0

Macintosh 0 0

Operating System Users

18 16
16
14
12
10
8
6
4
2 0 0 0
0
Window s Linux Unix Macintosh

Perception of user of Operating System in Institutes

 Interpretation

As the table showing that all institutes are using Windows operating system. According to
the survey Windows is easily accessible other than any OS. People can easily operate
windows and its softwares, according to the survey people are using windows for a
longtime so it becomes user friendly.
 Satisfaction of Users in different Context

Availability of Accessible Softwares

Availability

Responses Percent

Windows 14 87

Linux 0 0

Unix 2 13

Macintosh 0 0

13% 0%
0%
Window s
Linux
Unix
Macintosh

87%
 Satisfaction of Users in different Context

Availability of Accessible Softwares?

Interpretation

As the 87% for windows is showing that most of the customers are on the perception that
they have the availability of softwares regarding windows which is indicating that
customers are getting softwares regarding there pc’s & laptops. Today , the scenario is
computerized and human work is done with the help of same so there are many different
tasks which they have to perform time to time like at the time of installation of tally or ms
office etc. so the main reason to prefer windows is that the software of windows are
easily available in the market at a cheap price on the other hand only 13% of the
customers are in the favor of Macintosh the cause behind this can be that the softwares of
this can only be purchased from apple outlets and not from elsewhere. Which is not in the
reach of everyone who required the same?
 Easily Updation of Softwares by Internet

Updation

Responses Percent

Windows 12 75

Linux 2 12.5

Unix 2 12.5

Macintosh 0 0

Updation

13% 0%

Window s
13%
Linux
Unix
Macintosh
74%
 Easily Updation of Softwares by Internet

Interpretation

Under the result came out that 74% of the customers are satisfied regarding the updation
of software for there uses or to perform different tasks. The main reason for this is that
the software of windows can be updated through internet in an easily manner and which
is cost effective also as the same at the time of availability. On the other hand person are
on the perception that they have no services provided regarding Macintosh the reason can
also be that from starting they are using windows , unix etc.

The 13% and 13% regarding unix and linux is showing that in comparison to windows
this is nearly 5th part which is indicating that the updation is excellent where unix and
linux are on average line. Mainly the updation of software is required by the customer
regarding anti-virus.
 Speed at the time of Multitasking

Multitasking

Responses Percent

Windows 1 6.25

Linux 3 18.75

Unix 2 12.5

Macintosh 10 62.5

Multitaskibg

6%

19% Window s
Linux
Unix
62% 13% Macintosh
 Speed at the time of Multitasking

Interpretation

Under this Macintosh has 62% share which is indicating that customer are aware about
the main feature which is that you can perform multiple tasks at one time which has the
greatest advantage in comparison to all and UNIX and Linux are on same level which is
13% and only 19% are in favor that windows are multitasking. So, we can say that in
performing multiple tasks Macintosh is best where windows are not even up to the mark.
 Prices of Softwares

Prices

Responses Percent

Windows 12 75

Linux 0 0

Unix 2 12.5

Macintosh 2 12.5

Prices

13%

Window s
13%
Linux
0%
Unix
Macintosh
74%
 Prices of Softwares

Interpretation

There are 74% customers who are in favour that the prices are reasonable or affordable to
there pocket like laptops & pc’s are becoming necessary for students as well as for
professionals. And students need that the budget of computers or laptops should be
reasonable. They are getting the same from windows in comparison to other ones which
is indicating that the prices of windows are cheap. There are only 13% who are saying
that Macintosh prices are reasonable which is showing that because of the high prices
Macintosh is not much like by the customers the reason for this can be the diffrentiality
feature from the other ones. For e.g. the multitasking feature has a monopoly in
comparison to other Unix, Linux or windows by which some value to be added in cost
which ultimately increase prices.
 Availability after Sales Services

Services

Responses Percent

Windows 11 68.75

Linux 3 18.75

Unix 2 7.5

Macintosh 0 0

Services

13% 0%
Window s
Linux
19%
Unix
Macintosh
68%
 Availability after Sales Services

Interpretation

In services windows is on excellent criteria which we an see by the % showed in the

analysis. In this context we can say that every thing needs maintenance time to time as
the same is required for computer also. The programme can be run smoothly without
hindrance in the work. If the services are being provided and windows have the best
services in the same as and when required. Where Macintosh services are totally not liked
by the customers.
 Chapter-5
Findings and Suggestions
 FINDINGS AND RECOMMENDATION

• It was found after all the data collection and analysis that there are different operating
systems in market which are easily available to the users such as Linux, Unix,
Macintosh and Windows.

• The reasons for using Windows operating systems are convenience of availability of
softwares, updation of software and prices of different softwares.

• The research has shown that generally institutes in Gurgaon prefer Windows OS the
most. It is also be found that people knows about the Macintosh.

• Macintosh OS is not using by any institute but they are aware about its features and
its quality.

• There are some other responsible reasons also for not using Macintosh operating
System such as:

 Controlling problem
 Most of companies use Windows
 Firstly learn to operate
 Using windows for a long time
 SUGGESTIONS

• Company should focus on the advertising and the next best thing to go for should be
magazines/newspapers.

• Company should open retail store of Apple Computers, so that customers can easily
buy computers, software and can be benefited with services provided by them.

• Company should organize some events for promoting the product.

• Company should provide free services for some period so that product/brand can be
easily established in the market.

• Company should Position Brand Properly in the Marketplace by targeting potential

customer

• Company should understand the Customer need.

 CONCLUSION

After analyzing the analysis part obtained by the responses given by different institutes,
researcher concludes this project on different stages.

In the analysis part researcher conclude by analysing of responses given by institutes that
there are different operating systems in market such as Linux, Unix, Macintosh and
Windows. Analysis has shown that generally institutes in Gurgaon prefer Windows OS
the most. There are many reasons for not using Macintosh operating System such as
Controlling problem, Most of companies use Windows, Firstly learn to operate and Using
windows for a long time.

Company can increase its market share and can improve its brand image by focusing on
the advertising, opening up retail stores of Apple Computers and by providing free
services to their customers.
BIBLIOGRAPHY
&
ANNEXURE
BOOKS:

A.T. Kearney: Abram Bluestein et al, The customer satisfaction audit, Cambridge
Strategy Publications, 2008
John C. Maloney, "Attitude Measurement and Formation,” paper presented at the Test
Market Design and Measurement Workshop, American Marketing Association. Chicago
Kothari, C R (2007), Researh Methodogy, Eighth edition, New Delhi
Kottler, Philip (2007)Marketing Management
Kano, N., N. Seraku, et al. (1996). "Must-be Quality and Attractive Quality." The Best on
Quality 7: 165.
Personal Power, Through Awareness: A Guidebook for Sensitive People
Regis Mckenna, Relationship Marketing: Successful Strategies For The Age Of The
Customer .
Sunil Gupta, Donald Lehmann, Managing Customers as Investments: The Strategic
Value of Customers in the Long Run
Zeithaml, V. A. and M. J. Bitner (1996). Service Marketing. New York, McGraw-Hill.

WEBSITES:

www.apple.com
www.rsgbroadcast.com
www.rsginfotech.com
www.rsgretail.com
www.rsgsolution.com
www.techtree.com
ANNEXURE
 Customer Awareness about
MACINTOSH

Questionnaire
RESPONDENT PROFILE

Name- ___________________________
Date- ___________________________
Company/Institute Name - ________________________
Designation - ________________________

GENERAL INFORMATION

1) What you use computers or laptops? …….…….…………….

– Which operating system are you using?

 Windows

 Linux

 Unix

 Macintosh

If Macintosh, then go to Question no. (3)…(page 3)

2) Are you satisfied with existing operating system which you are using, in following
contents:-

• Software easily run in your OS

Strongly Satisfy Neutral Dissatisfy Strongly

Satisfy Dissatisfy
 • Updating software

Strongly Satisfy Neutral Dissatisfy Strongly

Satisfy Dissatisfy

• Speed at the time of Multitasking

Strongly Satisfy Neutral Dissatisfy Strongly

Satisfy Dissatisfy

• Prices of software

Strongly Satisfy Neutral Dissatisfy Strongly

Satisfy Dissatisfy

• Services

Strongly Satisfy Neutral Dissatisfy Strongly

Satisfy Dissatisfy

–Have you ever used MACINTOSH OS?

• Yes
• No
If yes, than give answers to following questions:-

3) Is it made difficult to you while using MAC? …....………...….Yes/No

 If yes, which type of difficulty you faced while using MAC

 Controlling problems …….…………..Yes/No

 Software problems …….…………..Yes/No

 Updation of software ………………...Yes/No

Any other (specify) ……………………………………….……………………….........

 If no, than give answers to following questions:-

– Do you have Macbook? …………….….Yes/No

– If no, than why have not you purchased Macbook?

 Price of the Macbook ……………….Yes/No

 Services provided by Apple ...…………….Yes/No

Any other,(specify) …………………………………………………….

– If yes, are you satisfy Yes

No

If no, what are the reasons? (Specify)

……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………………………………………………………………
Please rank (1-4) the following Operating Systems according to different
content:-

Operating
system
Basis WINDOWS LINUX UNIX MACINTOSH

Availability of
software

Updation of
software

Multitasking

Prices

Availability of
services
THANK YOU