a study on customer satisfaction in today marketing era the customer satisfaction concept is very...

7/30/2019 A Study On Customer Satisfaction In today marketing era the customer satisfaction concept is very important. i.e.

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B.B.A Programme Shivaji University, Kolahapur.

(CIMDR, Sangli) 1

INTRODUCTION

Introduction to Study:-

In today marketing era the customer satisfaction concept is very important. i.e.

any firm or a company is made on the satisfaction of customer the most of the customer look

towards the value of the money of service and then take the selecting decision the customer

of the various societies sees towards value of money as well as services of the company the

scope of the company based on customer satisfaction.

In the existing business environment markets are turbulent and customer needs

fast changing company should attention towards customers satisfaction i.e. by to fulfill their

needs and requirements the company given attention towards whether the customer are

satisfied or not, because the success of the company depends upon the customers buying

behavior or attitude towards company.

Because of the value of money the particular company give attention towards

customer satisfaction i.e. try to fulfill their need and requirement the company or firm given

attention towards whether the customer are satisfied or not because the success of the

company depends upon the customers buying behavior or attitude towards company.Customer satisfaction is continues process which does not begin or end with a

purchase it covers the entire ownership experience from selecting a product to purchase

through after to repast purchase.

Thus, in this project I have worked on study on customer satisfaction with

special reference to Ramesh Electronics.


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Objectives of the study:-

To study the customer satisfaction with special reference RameshElectronics.

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

To study the customer view regarding old technology and new technology.

Scope of the study:-

The project work covers the city Videocon D2H. Performance in sangli withreference to their branch of sangli.

The present study is restricted to sangli market. The study covers the data related with Videocon D2H. The information includes

overall study about customer satisfactions.

It has a wider scope regarding the satisfactions level of the customer because,different customer has different satisfactions level this project work covers the study

or customer satisfactions with reference to Ramesh Electronics in sangli the study

covers the data of Videocon D2H.


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Research Methodology

Data Collection:-

They require data for an above study is collected through the following sources.

Primary data Secondary data

1 Primary data:-

The primary data will be the information collected for specific

Purpose. Data collected by interviewing numbers of customers with the help

Of some questions. It includes questionnaire, personal interview, survey etc.

2 Secondary data:-

Existing information will be found in this part. It will be

Collected from the books, and other sources. The organizational

Book or the guide will help for the collection of information.

METHODOLOGY


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Limitations of the study:-

Many customer were not giving full information and many of themcould not explain their view about service.

Due to large area and population of Sangli district it was verydifficult to cover each and every segment of market.

Questionnaire being in English language and not in local i.e. Marathi caused problemin data collection.

As the different customer have different satisfactions level it is difficult to comparebetween two or more customer.

The sample taken for the study includes few costumers out of large Numbers.


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COMPANY PROFILE

General Information:-

Name of Shop: - Ramesh Electronics.

Name of proprietor: - Ramesh B. Shegane.

Address: -Bhagvant Bhavan Near Chemist Bhavan , Gulmohar Colony, Sangli.

Establishment date: - 21st Oct 2009.

Type of Shop: - Authorized Service Center.

Area of Shop: - 300 aq. ft.

Products: - Videocon Satellite LCD T.V., Satellite DVD, STB.

Capital Investment: - 10, 00,000/-

Source of Capital: - Own Capital.

Ph. No.:- 0233-2320701.

Introduction to Organization:-

Ramesh Electronics is the authorized services center of Videocon D2H it is

open on 21st Oct 2009. Ramesh Electronics provide Videocon D2H to all over sangli district.

It provides service to the Videocon D2H customer like to activation of D2H services & also

solved the customer problems related to D2H services. Also it has the Authority to sale the

D2H and also it has Recharge voucher so customer can recharge their D2H here.

The system of this service center is company provide material to service

center then dealer or distributor sales the D2H or we can sale then we provide all service to

customer like we fit the dish without any extra charges the charges of service is provided by

the company we have the special system for it also a special software for it.

Also we have some restriction like area they given us the area i.e. Sangli

district means we can provide our service in sangli District only.


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Introduction to Company:-

Videocon Group of Company

Type Private Conglomerate

Genre Conglomerate

Founded 1979

Founder(s) Mr. Nandlal Madhavlal Dhoot

Headquarters Aurangabad, Maharashtra, India

Area served Consumer Electronics

Home Appliances

Components

Office Automation

Internet

Petroleum

Power

D2h

Mobile phones

Industry Consumer Durables, Oil and Gas etc.

Revenue U$4.1 billion

Net income U$276 million

Owner Mr. Venugopal Dhoot (Ceo&MD)

Website http://www.videoconworld.com
http://en.wikipedia.org/wiki/Category:Types_of_companieshttp://en.wikipedia.org/wiki/Category:Types_of_companieshttp://en.wikipedia.org/wiki/Private_Companyhttp://en.wikipedia.org/wiki/Conglomerate_(company)http://en.wikipedia.org/wiki/Genrehttp://en.wikipedia.org/wiki/Genrehttp://en.wikipedia.org/wiki/Entrepreneurhttp://en.wikipedia.org/wiki/Entrepreneurhttp://en.wikipedia.org/wiki/Aurangabad,_Maharashtrahttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Industryhttp://en.wikipedia.org/wiki/Industryhttp://en.wikipedia.org/wiki/Revenuehttp://en.wikipedia.org/wiki/Revenuehttp://en.wikipedia.org/wiki/Net_incomehttp://en.wikipedia.org/wiki/Net_incomehttp://en.wikipedia.org/wiki/Ownerhttp://en.wikipedia.org/wiki/Ownerhttp://en.wikipedia.org/wiki/Venugopal_Dhoothttp://en.wikipedia.org/wiki/Websitehttp://en.wikipedia.org/wiki/Websitehttp://www.videoconworld.com/http://www.videoconworld.com/http://en.wikipedia.org/wiki/File:Videocond2hlogo.jpghttp://www.videoconworld.com/http://en.wikipedia.org/wiki/Websitehttp://en.wikipedia.org/wiki/Venugopal_Dhoothttp://en.wikipedia.org/wiki/Ownerhttp://en.wikipedia.org/wiki/Net_incomehttp://en.wikipedia.org/wiki/Revenuehttp://en.wikipedia.org/wiki/Industryhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Aurangabad,_Maharashtrahttp://en.wikipedia.org/wiki/Entrepreneurhttp://en.wikipedia.org/wiki/Genrehttp://en.wikipedia.org/wiki/Conglomerate_(company)http://en.wikipedia.org/wiki/Private_Companyhttp://en.wikipedia.org/wiki/Category:Types_of_companies


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A VIDEOCON ENTERPRISE GROUP BHARAT BUSINESS CHANNEL

LIMITED

DIRECT HAI CORRECT HAI

Videocon D2H:-

Bharat Business Channel, a Videocon group enterprise is offering DTH

services under brand name Videocon D2H. Videocon is coming with their Direct to Home

venture D2H with tag line of Direct hai Correct Hai. The slogan is quite meaningful at the

first look as due to the features and a convenient price, it may soon gain a lot of popularity.

Videocon D2Hbrings you Indias 1st real satellite television, via state of

art satellites, which means you no longer have to tolerate all the hassles associated with Cable

TV. No more frustrating disconnections right in the middle of an intense game. And whetheranyone watching a Hollywood thriller or a desi block buster, Videocon D2H results in a The

End to all the unnecessary interruptions. Their interactive Direct to Home Services will be

available through Satellite LCD, Satellite TV, Satellite DVD as well as a Set Top Box (STB).

ABOUT BBC:-

BBCL is a new and separate company that has been floated for this

purpose by the Videocon promoters. D2H+ is the brand name under which the service will be

offered. We have already budgeted an investment of Rs 10 billion in this venture over the

next two years. DTH in India, with players like Dish TV, Tata Sky, Reliance ADAG andBharti, will be a low ARPU (average revenue per user), high volume game. It established for

expand the DTH market and distribution network which will provide the pipeline for mop up

to one million subscribers in the first year.

It also launches Mobile Handsets in India under the banner of BBCL

(Bharat Business Channel Limited) with brand name of Videocon with DTH service. DTH

stands for Direct To Home which is a direct mode of transmission between Broadcaster and

Subscriber through satellite.
http://www.indiantelevision.com/interviews/y2k8/executive/anil_khera_ed.phphttp://www.indiantelevision.com/interviews/y2k8/executive/anil_khera_ed.php


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DTH in India:-

DTH services were first proposed in India in 1996. But they did not passapproval because there were concerns over national security and a cultural invasion. In 1997,

the government even imposed a ban when the Rupert Murdoch-owned Indian Sky

Broadcasting (ISkyB) was about to launch its DTH services in India. Finally in 2000, DTH

was allowed.

The new policy requires all operators to set up earth stations in India

within 12 months of getting a license. DTH licenses in India will cost $2.14 million and will

be valid for 10 years. The companies offering DTH service will have to have an Indian chief

and foreign equity has been capped at 49 per cent. There is no limit on the number of

companies that can apply for the DTH license.

Advantages of DTH over cable Television:-

DTH provides digital High quality

picture & stereo sound compared to normal cable television which provides only analog

signals & mono sound. You only pay for what you want to watch unlike cable television

where you pay for all the channels including the ones you dont watch.

History of DTH:-

The first satellite television signal was relayed from Europe to the

Telstarsatellite overNorth America in 1962. The first geosynchronous communication

satellite, Syncom 2, was launched in 1963. The world's first commercial communication

satellite, called Intelsat I (nicknamed Early Bird), was launched into synchronous orbit on

April 6, 1965.

The first national networkof satellite television, called Orbita, was

created in Soviet Union in 1967, and was based on the principle of using the highly ellipticalMolniya satellite for re-broadcasting and delivering of TV signal to ground downlink

stations. The first domestic North American satellite to carry television was Canadas

geostationary Anik 1, which was launched in 1972.

ATS-6, the world's first experimental educational and Direct Broadcast

Satellite, was launched in 1974. The first Soviet geostationary satellite to carry Direct-To-

Home television, called Ekran, was launched in 1976.
http://en.wikipedia.org/wiki/Europehttp://en.wikipedia.org/wiki/Telstarhttp://en.wikipedia.org/wiki/North_Americahttp://en.wikipedia.org/wiki/Geosynchronoushttp://en.wikipedia.org/wiki/Communication_satellitehttp://en.wikipedia.org/wiki/Communication_satellitehttp://en.wikipedia.org/wiki/Syncomhttp://en.wikipedia.org/wiki/Intelsat_Ihttp://en.wikipedia.org/wiki/Television_networkhttp://en.wikipedia.org/wiki/Orbitahttp://en.wikipedia.org/wiki/Soviet_Unionhttp://en.wikipedia.org/wiki/Molniya_%28satellite%29http://en.wikipedia.org/wiki/Signalling_%28telecommunication%29http://en.wikipedia.org/wiki/Downlinkhttp://en.wikipedia.org/wiki/Canadahttp://en.wikipedia.org/wiki/Canadahttp://en.wikipedia.org/wiki/Anik_1http://en.wikipedia.org/wiki/ATS-6http://en.wikipedia.org/wiki/Direct_Broadcast_Satellitehttp://en.wikipedia.org/wiki/Direct_Broadcast_Satellitehttp://en.wikipedia.org/wiki/Direct-To-Homehttp://en.wikipedia.org/wiki/Direct-To-Homehttp://en.wikipedia.org/wiki/Ekranhttp://en.wikipedia.org/wiki/Ekranhttp://en.wikipedia.org/wiki/Direct-To-Homehttp://en.wikipedia.org/wiki/Direct-To-Homehttp://en.wikipedia.org/wiki/Direct_Broadcast_Satellitehttp://en.wikipedia.org/wiki/Direct_Broadcast_Satellitehttp://en.wikipedia.org/wiki/ATS-6http://en.wikipedia.org/wiki/Anik_1http://en.wikipedia.org/wiki/Canadahttp://en.wikipedia.org/wiki/Downlinkhttp://en.wikipedia.org/wiki/Signalling_%28telecommunication%29http://en.wikipedia.org/wiki/Molniya_%28satellite%29http://en.wikipedia.org/wiki/Soviet_Unionhttp://en.wikipedia.org/wiki/Orbitahttp://en.wikipedia.org/wiki/Television_networkhttp://en.wikipedia.org/wiki/Intelsat_Ihttp://en.wikipedia.org/wiki/Syncomhttp://en.wikipedia.org/wiki/Communication_satellitehttp://en.wikipedia.org/wiki/Communication_satellitehttp://en.wikipedia.org/wiki/Geosynchronoushttp://en.wikipedia.org/wiki/North_Americahttp://en.wikipedia.org/wiki/Telstarhttp://en.wikipedia.org/wiki/Europe


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Introduction to Service:-

It provides the service to the Videocon D2H customer like to fitthe dish in given timing or clear SR means service repair. Also the solve the problem of

customer related with Videocon D2H.

The system of this service center is company provide material to

service center then dealer or distributor sales the D2H or we can sale then we provide witch

service to customer like we fit the dish without any extra charges the charges of service is

provided by the company.

Charges:-

Satellite Price

Packages

Gold Diamond

Satellite Box

1001 Rs.1390/- 4Months 2Months

Satellite Box

1002 Rs.1590/- 4Months 2Months

Satellite Box

1001-U Rs.1690/- 5Months 3Months

Satellite Box

1002-U Rs.1890/- 5Months 3Months

Satellite DVD

5002/5003 Rs.2690/- - 4Months

Satellite DVD

5002/5003-U Rs.2990/- 5Months 4Months


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Videocon D2H Competitors:-

Name Of Company Other Information

Insat 4 CR (74

E)

Mpeg 4

compression 6 Transponders

NSS6 (95 E) Mpeg 2

compression

12 Transponders

Insat 4 CR (74

E)

Mpeg 4

compression 6Transponders

MEASAT 3

(91.5 E)

Mpeg 4

compression

6 Transponders

Videocon D2H other Competitors:-

Cable Services


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ORGANISATION CHART:-

OWNER

General Manager (GM)

Finance Dept Sales Dept Others Dept

Accountants

Finance Mgr

Cashier

Customer Relation Sales Executive Sales Manager

Manager

Receptionists

Watchmen

Cleaners

Computer operator


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THEORETICAL BACKGROUND OF STUDY

Introduction:-

All business firms have realized that marketing is a core element of

management philosophy and the key to its success lies in focusing more and more on the

customer. I.e. it will be the customer who will decide where the firm is heading. Thus the

challenge before the marketer is to e that they satisfy every customer.

Adam Smithin his, The Wealth of Nations, has said Consumption is sole

end and purpose of all production and the interests of the product ought to be attended to,

only so far as it may be necessary for promoting those of the consumer".

Definition:-

Customer satisfaction, a business term, is a measure of how products and servicessupplied by a company meet or surpass customer expectation.

Customer satisfaction is an ambiguous and abstract concept and the actualmanifestation of the state of satisfaction will vary from person to person and

product/service to product/service.

Customerization:-

Today consumer is looking out for value for money. The challenge-

before the marketer is to identify what value would appeal and convince the consumer.

Marketers are trying to enhance the concept of value through unique delivery methods.

They have realized that product service character tics, customer's

aspirations and perceptions and the availability of competing alternatives can be used to

enhance customer value.

But the focus and challenge before every firm is to rebuild itself around

its customer. It should able to perceive, interpret, serve and satisfy the customer with the type

of products and services she desires and arm itself so as to gain a competitive edge of

Customerization.


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Customerization will help a firm in:-

Providing the quality of service to match the customer requirement. Help to focus on consumers needs so as to add value and offer benefits to the

customer.

To identify new customers, new market segments and new applications for existingproducts.

Work towards total customer satisfaction and maximum customer delight.

.

The above figure shows how a customaried chain could be formed by

a firm so as to increase its operational efficiency and also add to its customer delight.Such an exercise will increase the employees level of motivation and involvement and

help them to work towards consumer satisfaction. However, it may be noted that

consumer satisfaction is a relative rather than an absolute measure. Further, very often

satisfaction after the purchase is dependent on expectations held before the purchase of

the product or service.


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Working towards enhancing customer satisfaction:-

In the existing business environment-markets are turbulent and

customer needs fast changing, companies should opt for ways to add value for their customer

by offering products or services just the way they want it. When the customer has to choose

from a large and bewildering number options, features, pricing structures and delivering

methods, offering a unique product to every individual customer will go a long way in adding

value to the consumer decision making process.

Customer satisfaction is a continuous process which does not begin or

end with a purchase. It covers the entire 'ownership experiencefrom selecting a product, to

purchase, through aftercare repeat purchase. Clearly there are three phases in the customer

satisfaction process, namely:

1. Pre Sales: During this stage the customer's expectations are developed through thevarious information sources like advertising, word of mouth and so on.

2. During Sales: When the customer is engaged in experiencing on how to deal withenquiries and sell products

3. The After Sales Period: This refers to the period when the customer has startedusing the product.

Thus customers expectations and their experience will together

determine the level of satisfaction. These expectations are inclusive of:


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Pre-sales period

Availability of clear, useful information on:

The product or service. Its quality aspect. Its core benefits or advantages. Its price. Its availability or sales outlet. How to obtain it.

During sales period

Opportunity to inspect the products. Provision of an attractive sales environment. Courteous and attentive service. Reasonable and reliable delivery. Enhancing quality of goods or services. Prompt redressal in case of complaint receipt. Freedom to choose without undue sales pressure.

The after sales period

If required necessary support or advice be provided. Prompt replacement or refund if necessary. A smooth and straight forward complaints procedure. Efficient repair and maintenance service. Efficient and effective consumer follow-up process.

From the above discussion it is seen that consumer satisfaction goes beyondthe core product or service offering. Marketing decision makers have to start by trying tounderstand the elements which together will determine the satisfaction levels. Then list theelements in a proper-sequence so as to identify what is to be done so as to increase thecustomers satisfaction level.

This can be done only if the marketers involve a system which facilitates

interaction with their customers. These interactions will prove to be equally important asthe quality of the core product or service offered by the company in the long run.


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Importance of Regular Research:-

The inter-relationship between firm& the customer so as to

enhance customer satisfaction

Regular research is necessary to keep a track of the changing levels

of customer satisfaction. Market research will give excellent clues to the firm about what

existing or prospective customers think. At the same time they will also provide

information on how they rate one's competitor. This will indirectly indicate where the

firm stands. In short, market research wil1 help the firm to enter into a dialogue with

their customers and also help in avoiding losing sight of them. Very often companies

have found themselves in deep trouble for neglecting the very reason for their business

customer.

There are many cases of brands and companies which have

witnessed a downward swing in their business only on account of forgetting their

customers and not doing anything to enhance their customer satisfaction. A classic casereferred to World over is that of the automobile giant The Ford Motorcompany, which

got into deep trouble twice for not listening to their customer: By providing the no frill,

low priced Model T, Ford had revolutionized the American markets and the top

automobile makes for 17 years. However, after 17 years the same customers rejected

'Ford' in favor of options available from General Motors. This was because Ford failed to

recognize the new value providers or the change in customers choices.


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Feedback:-

Many of the companies are encouraging their customers to give a feedbackand use this as a means of maintaining regular contact and dialogue. Having realized the

importance of obtaining a feedback from their customers, rather than avoiding comment,companies are encouraging their customers to talk. As mentioned above, feedback helpsthe marketer and firm to get an idea about the customers viewpoint on their products orservices and more important is that this information will help them to take action and dealwith any problems immediately.

Various methods can be used to obtain information on the customersatisfaction levels of the product purchased or service provided.

Did you feel we responded to your request quickly? Did the service engineer arrive on the time communicated to you by us? How long did the engineer take to complete the job? Did the engineer have the necessary inputs parts? How was the engineer's attitude? Was he courteous and helpful? Are you fully satisfied with the type of job done by our service engineer?

CUSTOMERSATISFACTION IN SERVICE MARKETS:-

Today, a very powerful driver of any business is very similar to Murphy'sfirst law of business. Every consumer has a choice". In India also the range of choices hasgone much beyond only competing players in the same service category to new

competitive services from different categories so as to satisfy the same need.Of course, 'changing consumer behavior by educating him' may be a part

of every service providers plan to differentiate in the competitive environment. But unlessthe customer is convinced about the benefits it will be a losing game. The customer spendsmore time deciding at is good for him.

The Indian customer can no longer be taken for granted. He/she will nolonger be contented with average service. He is aware that he is being charged for everylittle odd job and thus expects quality treatment. Thus if he/she feels their well being isnot being taken care of, he may look out for other options.

Types of Services Markets:-

The service industries are also vast and varied. It includes: in the

government sector - the courts, hospitals, banks, insurance companies, post offices,

defense services, police and fire services, other regulatory agencies and schools.

In the business sector - airlines, banks, computer services offering

agencies, hotels, law firms.


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CONCLUSIONS:-

With the arrival of the age of continuous change, marketers have realized

that they have to constantly monitor and understand the underlying, unserved needs of the

customers so asdevelop a customer focused strategy. . The key developments visible in themarketing are deregulation, global competition, mergers and acquisitions etc. have made

firms realize that customer satisfaction should be their most important goal. Firms are

engaged in building database on customers which includes their personal characteristics,

preferences and purchase choices. Understanding the underlying psychographic of the

consumers can help the firms to develop better products or high value added services which

will go a long way in enhancing satisfaction.


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

Interpretation:-From above chart 48% of our customer came to know

about our product from advertisement and 22% are from News paper. The amount of

percentage of consumer who came to know from friends and other media is 18% and 12%

respectively Advertisement and News paper is very popular medium of Videocon product

and Maximum customer came to know from this medium.

0%

10%

20%

30%

40%

50%

60%

Source

No.ofCustomer

News Paper

Advertisement

Friends

Other

Sr. No Particular No. of customer Percentage

1 News Paper 11 22%

2 Advertisement 24 48%

3 Friends 9 18%

4 Other 6 12%

Total 50 100%


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Q 2) Why did you choose the Videocon D2H?

Interpretation:-From above chart 40% of our customer choose the

Videocon D2H for pitcher quality and 30% are for cost. The amounts of

percentage of customer who choose the Videocon D2H for reliable and packages

flexibility is 16% & 14% respectively. . Videocon D2H Company acquires good

market share because of brand name, the customer faith on company brand

name.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Source

No.ofCostomer

Quality

Cost

Reliable

Packages


1 Quality 20 40%

2 Cost 15 30%

3 Reliable 8 16%

4 Package flexibility 7 14%

Total 50 100%


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Q 3) Did you have any other connectivity before?

Interpretation:-From the above pie-chart only 30% customer can

purchase other connectivity Before Videocon D2H that customer are not

satisfied with the other connection Then they purchased Videocon D2H & the

remaining 70% are they can newly purchased Videocon D2H.

Yes

No

Sr. No Particular No of customer Percentage

1 YES 15 30%

2 NO 35 70%

Total 50 100%


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Q4) It yes which?

Interpretation:-Only 30% customers are purchased other connectivity

before VideoconD2H. From the above chart 33% customer can use Dish T.V. & Sun

Direct. Tata sky used for only 13%. Big T.V. is used 8% customers. Sun Direct use

for only13%.

0%

5%

10%

15%

20%

25%

30%

35%

Source

No.ofCust

omer TATA sky

Big T.V.

Dish T.V.

Sun Direct

DD Direct+

Sr.No Particular No. of customer Percentage

1 TATA Sky 2 13%

2 Big T.V. 1 8%

4 Dish T.V. 5 33%

5 Sun Direct 2 13%

6 DD direct + 5 33%

Total 15 100%


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(CIMDR, Sangli) 23

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

Interpretation:-From above chart 60% of our Customer think Gold

Pack is most reliable in our product. And 40% are from Diamond Pack.

Diamond Pack include most popular channel so consumer mostly refer this

Pack.

Gold

Diamond


1 Gold 30 60%

2 Diamond 20 40%

Total 50 100%


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(CIMDR, Sangli) 24

Q 6) Mode of payment?

Interpretation:-From above chart 40% of our customers mode of

payment for monthly and 30% are for quarterly. The amount of percentage of

customers mode of payment for half yearly and yearly is 20% & 10%

respectively many of the customers change package monthly so they prefer

monthly mode of payment.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Source

No.ofCustomer

Monthly

Quarterly

Half Yearly

Yearly


1 Monthly 20 40%

2 Quarterly 15 30%

3 Half Yearly 10 20%

4 Yearly 5 10%

Total 50 100%


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(CIMDR, Sangli) 25

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

Interpretation:-

From above pie-chart it is observe that out of 50

Customer 70% of customer says that the instruction are clear and 30% says

that it is not clear. Maximum customer gets clear instruction about various

charges from Videocon D2H Company.

Yes

No


1 YES 35 70%

2 NO 15 30%

Total 50 100%


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

Interpretation:-From above pie-chart it is observe that 74% of

customerSays that the expectations are matches and 26% says that it is not

matches expectation. Different customer has various expectations. So Videocon

D2H Company is fulfilling maximum customers expectation.

Yes

No


1 YES 37 74%

2 NO 13 26%

Total 50 100%


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(CIMDR, Sangli) 27

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

company product?


customersays that the Videocon D2H is economically better as compare to

another company product and 20% says that Videocon D2H is not

economically better as compare to another company product.

Yes

No


1 YES 40 80%

2 NO 10 20%

Total 50 100%


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Q 10) What are the problems that your facing from Videocon D2H?

Interpretation:-From above chart 60% of our customer no facing

problem from Videocon D2H and 10% are faced single problem. The amount

of percentage of customer facing problem from activation and recharge is 12%

& 18% respectively. Customers facing problem related to other problem and

service respectively.

0%

10%

20%

30%

40%

50%

60%

70%

Source

No.ofC

ustomer

Signal

Activation

Recharge

No Problem


1 Signal 5 10%

2 Activation 6 12%

3 Recharge 9 18%

4 No Problem 30 60%

Total 50 100%


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(CIMDR, Sangli) 29

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

care?

Interpretation:-From above pie-chart 90% of customer getting

sufficient services from our company or customer care and 10% is not getting

sufficient services from our company or customer care. Company authorized

services center available he provide quality services and he provide immediate

services.

Yes

No


1 YES 45 90%

2 NO 5 10%

Total 50 100%


30/50


(CIMDR, Sangli) 30

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

product?


customer says are that additional things to add in our product and 70% says that

it is not required. More than 30% customer want to improve our product so

company need to improve product with technological improvement.

Yes

No


1 YES 15 30%

2 NO 35 70%

Total 50 100%


31/50


(CIMDR, Sangli) 31

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

Interpretation:-From above pie-chart 70% ofCustomer Says our

product is flexible, cheaper etc. than other product and 30% says that our

product is not flexible, cheaper etc. than other product. From the above pie chart

we conclude that, most customers say our product is flexible & cheaper so

customer is satisfied.

Yes

No


1 YES 35 70%

2 NO 15 30%

Total 50 100%


32/50


(CIMDR, Sangli) 32

Q 14) What about advertisement of our product?

Interpretation:-From above chart 56% of our customersays that the

advertisement of our product is better and 20% says good. And 16% & 8%

says that the fair and poor respectively. From the above bar chart we interpret

that most of customer says that our product advertisement is good but who says

bad & fair that suggestion we need to think about that.

0%

10%

20%

30%

40%

50%

60%

Source

No.of

Customer

Good

Better

Fair

Poor


1 Good 10 20%

2 Better 28 56%

3 Fair 8 16%

4 Poor 4 8%

Total 50 100%


33/50


(CIMDR, Sangli) 33

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


Customer suggested other to purchase our product and 10% not suggested.

Many customer are tell to other about our product but most of customer have not

told to other because of they have no time.

Yes

No


1 YES 45 90%

2 NO 5 10%

Total 50 100%


34/50


(CIMDR, Sangli) 34

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

comfortable for Customer?


customersays that monthly package is comfortable and 40% says that monthly

package is not comfortable. Many packages are available in Videocon D2H so

many customer monthly change her packages.

Yes

No


1 YES 30 60%

2 NO 20 40%

Total 50 100%


35/50


(CIMDR, Sangli) 35

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

Interpretation:-From above chart, It is observed that 70% of

customers get appropriate information about entire range of product and 30%

are not getting the information. Videocon D2H Company provides information

to his customer through, massage, advertisement, and help channel and through

services center etc.

Yes

No


1 YES 35 70%

2 NO 15 30%

Total 50 100%


36/50


(CIMDR, Sangli) 36

Q 18) Did you get services from dealer?


customer says that he get services from dealer and 10% says that they not get

services from dealer Videocon D2H authorized services center is available to

customers toprovide services.

Yes

No


1 YES 45 90%

2 NO 5 10%

Total 50 100%


37/50


(CIMDR, Sangli) 37

Q 19) Did you get timely information related packages & new offers from

the company?

Interpretation:-From above chart, it is observed that 74% of

customers get appropriate information about Packages & New offers and 26%

are not getting the information. Videocon D2H Company provides information

to his customer through, massage, advertisement, and help channel and through

services center etc.

Yes

No


1 YES 37 74%

2 NO 13 26%

Total 50 100%


38/50


(CIMDR, Sangli) 38

Q 20) Whether your problem was solved with in the assurance which

customer cares or performs has provided?

Interpretation:-From the above chart, It is observed that 64%

customers problem is solved and 36% customers problem is not solved

within the assurance. The companies are most aware about the customer

problems so most of the customers problems are solved.

Yes

No


1 YES 32 64%

2 NO 18 36%

Total 50 100%


39/50


(CIMDR, Sangli) 39

Q 21) Which Videocon D2H do you use?

Interpretation:-From the above chart mostly 50% of customer can use the

set top box & the 24% of customer they can use the satellite DVD player. Satellite

Home Theater & Satellite T.V. Uses are they customers are 10% & 16% respectively.

The most of the customers can purchase only set top box of Videocon D2H.

0%

10%

20%

30%

40%

50%

60%

Source

N

o.ofCustomer

Satellite T.V.

Satellite DVD

Satellite Home Theater

STB


1 Satellite T.V. 5 10%

2 Satellite DVD 12 24%

3 Satellite Home Theater 8 16%

4 STB 25 50%

Total 50 100%


40/50


(CIMDR, Sangli) 40

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

Interpretation:-From above chart 16% of our customer think future of

Videocon D2H is good and 60% think better. And 14% & 10% says that the

fair and poor respectively, the most of the customer saying that the future of the

company is better because of the brand name of the Videocon.

0%

10%

20%

30%

40%

50%

60%

70%

Source

No.ofCus

tomer

Good

Better

Fair

Poor


1 Good 8 16%

2 Better 30 60%

3 fair 7 14%

4 Poor 5 10%

Total 50 100%


41/50


(CIMDR, Sangli) 41

Finding and Observation

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

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

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

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

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

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

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

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

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

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

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


42/50


(CIMDR, Sangli) 42

Suggestion

Pre- sales period:-The customer care should focus on more advertisement so as to attract

customer. Company should try to make it economical they can provide more attractive

packages services. The monthly charges must be reducing as compare to other

company. The company has only two packages they can increase their packages in

reasonable Price.

During Sales Period:-

The customer care provide the installation of D2H & the can

provide information about the Videocon D2H. Company should try to provide

additional schemes and channel. The company can start only two packages compare to

less than others companies.

After Sales period:-

After the selling of Videocon D2H than customer care center is

immediately activate their DTH service. Customer should be made aware of all the

services provided by the company. Customer feedback should be taken and try to

improve quality of services as per the users request.Company can provide information

about the new services & channels to the customer.


43/50


(CIMDR, Sangli) 43

Conclusion

On this survey we conclude that the customer of the Videocon D2H

are satisfied for their services. Cost & quality however some of customer are not satisfied or

face the problems of the signal connection but Ramesh Electronics solves the problem

immediately.

One of the most of the people enjoy the schemes of the company

Videocon D2H is the best DTH Company, acquiring a large share of

market throughout the district.

Secondly, it is trying its maximum best to maintain the brand image

and good will of the Videocon D2H Company.

And finally the company has maintained good relationship with

customers who are good for the company in its future for the growth of their sales & services.


44/50


(CIMDR, Sangli) 44

Bibliography

Books Referred:-

Suja R. NairConsumer Behavior In Indian Perspective(Himalaya publishing house)

Websites referred:-

www.d2honline.comwww.videocond2h.com
http://www.d2honline.com/http://www.videocond2h.com/http://www.videocond2h.com/http://www.videocond2h.com/http://www.d2honline.com/


45/50


(CIMDR, Sangli) 45

QUESTIONNAIRE

1] Name:-

2] Address:-

3] Age:-

4] Occupation:-

5] W/O No:-

6] Subscribe r/d:-

7] ACTIVATON Date:-


46/50


(CIMDR, Sangli) 46

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

a) News paper b) Advertisement c) Friends d) Other

2) Why did you choose the Videocon D2H?a) Quality B) Cost C) Reliable D) Package flexibility

3) Did you have any other connectivity before?

a) Yes b) No

4) It yes which?

a) TATA Sky b) Big T.V. c) Dish T.V. d) Sun Direct e) DD direct +

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

a) Gold pack b) Diamond pack

6) Mode of payment?

a)Monthly b)Quarterly c)Half year d)Yearly

7) Did you find the instruction to be clear?

a) Yes b) No

8) Do you feel that product matches your expectations?

a) Yes b) No

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

product?

a) Yes b) No

10) What are the problems that youre facing from Videocon D2H?

a) Signal b) Activation c) Recharge d) No problem

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

a) Yes b) No

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

a) Yes b) No

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

a) Yes b) No


47/50


(CIMDR, Sangli) 47

14) What about advertisement of our product?

a) Good b) Better c) Fair d) Poor

15) Have you suggested other to purchase our product?a) Yes b) No

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

Customer?

a) Yes b) No

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

a) Yes b) No

18) Did you get services from dealer?

a) Yes b) No

19) Did you get timely information related packages & new offers from the company?

A) Yes B) No

20) Whether your problem was solved with in the assurance which customer care or

performs has provided?

a) Yes b) No

21) Which Videocon D2H do you use?

a) Satellite T.V. b) Satellite DVD c) Satellite Home Theater d) STB

22) What you think about future of Videocon D2H?

a) Good b) Better c) Fair d) Poor


48/50


(CIMDR, Sangli) 48

No of Channel Packages Price & Services


49/50


(CIMDR, Sangli) 49


50/50


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