anurag parasrampuria
TRANSCRIPT
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CUSTOMER SATISFACTION SURVEYFOR THE CUSTOMERS OF
VECTRA SYSTEMS AND SOLUTIONS
A PROJECT REPORT
SUBMITTED TO THE
SCHOOL OF MANAGEMENT
In partial fulfillment of the requirements
For the award of the degree
of
MASTER OF BUSINESS ADMINISTRATION
ByANURAG PARASRAMPURIA
Register number 35103017
Under the guidance of
Miss. PRIYA KRISHNAN,Senior Lecturer
SRM SCHOOL OF MANAGEMENT
SRM INSTITUTE OF SCIENCE AND TECHNOLOGY
DEEMED UNIVERSITY
KATTANKULATHUR 603203
JUNE 2005
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BONAFIDE CERTIFICATE
Certified that this project titled Customer satisfaction survey is the bonafide work of Mr.
Anurag parasrampuria, who carried out the research under my supervision. Certified further that
to the best of my knowledge the work reported herein does not form part of any other project
(or) dissertation on the basis of which a degree (or) award was conferred on an earlier occasion on
this (or) any other candidate.
Internal guide Head of the Department
(Ms. PRIYA KRISHNAN, M.B.A) (Dr. JAYASHREE SURESH)
ABSTRACT
The title of the project CUSTOMER SATISFACTION SURVEY is done to
know the level of customers satisfaction for the customers of VECTRA SYSTEMS AND
SOLUTIONS. So the primary objective is to know the satisfaction level and there are several
secondary objectives as well which is to find the Market Potential for the company and Brand
Preference of customers.
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The survey was based on formal interview with the customers directly and the
responses are collected through questions. The sample size for this research is only 65
respondents and the city selected to do the survey is Chennai. The convenience sampling method
was adopted to conduct the survey.
The main aim of this study is to find out the level of customer satisfaction and
suggest them the means to improve the satisfaction level which will help them to increase there
sales.
During this survey it is found that 55% of the companies opine that the services
provided by VECTRA SYSTEMS AND SOLUTIONS are up to the satisfaction level from all
the aspects and also 29% of the companies opine that the services provided by VECTRA
SYSTEMS AND SOLUTIONS are good from all the aspects. So it is concluded that the
companies opines that the services are satisfactory.
It is also found that there is a huge market for the Laptops in the market because
of the technological improvement.
It is suggested to the company that the services provided by them are satisfactory
but they need to improve its level to increase there sales. It is possible only when they attend there
customers on time as and when they required by them. It is also suggested to provide offers to
there customers to attract them.
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Declaration
I, Anurag Parasrampuria, Register Number 35103017, a student of Final year, MBA, SRM
INSTITUTE OF MANAGEMENT STUDIES, S.R.M Engineering College, do hereby
declare that this project work entitled CONSUMER SATISFACTION SURVEY in partial
fulfillments of MBA Degree course of the SRM Deemed University is my original work.
Place:
Date: ANURAG PARASRAM PURIA
ACKNOWLEDGEMENT
I express my thanks to Prof. R Venkataramani, Principal, S.R.M Engineering College,
for providing me the opportunity of doing this project.
I would like to thank Dr. Jayshree Suresh, Dean, S.R.M Institute Of Management
Studies, for her constant encouragement.
I wish to place on my deep sense of gratitude to my guide Priya Krishnan, Faculty,
S.R.M Institute of Management Studies, for her valuable and scholarly guidance and whole
hearted encouragement for the completion of this project successfully.
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I extend my indictment to Mr. P.T. Venkkatesh, Head Sales and to Mr. M. Murali
Krishna, Manager Sales and also to my company guide Mr. C. Raja Sekar, Business
Development Executive VECTRA SYSTEMS AND SOLUTIONS.
I finally wish to thank sincerely to all who have helped me directly or indirectly in
completing my project work successfully.
Anurag Parasrampuria
TABLE OF CONTENTS
CHAPTER TITLE PAGE NO.
I INTRODUCTION 1
II STATEMENT OF THE PROBLEM 2
III OBJECTIVES OF THE STUDY 3
IV REVIEW OF LITERATURE 5
V RESEARCH METHODOLOGY &
LIMITATIONS OF THE STUDY 7
VI COMPANY PROFILE
VII ANALYSIS AND INTERPRETATIONS 18
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VIII SUMMARY OF FINDINGS 54
IX SUGGESTIONS 57
X CONCLUSION 58
APPENDIX
BIBLOGRAPHY 62
LIST OF TABLES
TABLE TITLE PAGE NO
1. The following table shows the number of
Companies having number of Desktops 18
2. The following table shows the number of
Companies having number of Servers 20
3. The following table shows the number of
Companies having number of Laptops 22
4. Table showing Brand preference for Desktops. 24
5. Table showing Brand preference for Servers 26
6. Table showing Brand preference for Laptops 28
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7. The following table shows the OperatingSystems followed by number of companies 30
8. Table showing Desktops purchased by various
Companies from VECTRA SYSTEMS 32
9. Table showing Servers purchased by various
Companies from VECTRA SYSTEMS 34
10. Table showing Laptops purchased by various
Companies from VECTRA SYSTEMS 36
11. Table showing level of Customer Satisfactionof VECTRA SYSTEMS Services 38
12. Table showing Grading of Response Timetaken by VECTRA SYSTEMS 40
13. Table showing Grading of Call Completionmade by VECTRA SYSTEMS 42
14. Table showing future plan of customers topurchase Desktops 44
15. Table showing future plan of customers topurchase Servers 46
16. Table showing future plan of customers topurchase Laptops 48
17. Table showing the relationship between service
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level, response time, and call completion made
by VECTRA SYSTEMS 50
18. Table showing the prediction for the sale ofDesktops in the year 2005 51
19. Table showing the prediction for the sale ofServers in the year 2005 52
20. Table showing the prediction for the sale ofLaptops in the year 2005 53
LIST OF FIGURES
FIGURE NO. TITLE PAGE NO.
1. Number of Desktops Company have 19
2. Number of Servers Company have 21
3. Number of Laptops Company have 23
4. Brand preference for Desktops 25
5. Brand preference for Servers 27
6. Brand preference for Laptops 29
7. Operating systems followed by customers of VECTRA SYSTEMS
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8. Number of Desktops purchased by various Companies 33
9. Number of Servers purchased by various Companies 35
10. Number of Laptops purchased by various Companies 37
11. Customer Satisfaction Level of Services 39
12. Grading of Response Time 41
13. Grading of Call Completion 43
14. Future plan of customers to purchase Desktops 45
15. Future plan of customers to purchase Desktops 47
16. Future plan of customers to purchase Desktops 49
CHAPTER I
INTRODUCTION
A project on the customer satisfaction survey has done to identify as to how much
customers of VECTRA SYSTEMS AND SOLUTIONS are satisfied with the service provided by
the VECTRA SYSTEMS in the present scenario and also it helps to build a database of the
customers which in turns help the company to grow relationship with their customers.
This survey in deed will help VECTRA SYSTEMS to improve their service levels
in the future, this will help them to know where exactly they need to improve (i.e.) in their service
provided to customers or in their response time taken to attend the customers or in time taken to
complete calls with their customers.
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This can also help to identify the brand preference among customers, so that
whenever the company approaches the customer he knows what exactly they are looking at which
will help them to serve their customers properly with minimum wastage of time.
CHAPTER II
STATEMENT OF THE PROBLEM
The company was started in the year 1995, this company deals in selling desktops,
servers and laptops they are the premier business partners of HP, IBM and HCL. An attempt has
been made in this study to find out the level of customers satisfaction towards the service
provided to customers and also to find the market potential for VECTRA SYSTEMS ANDSOLUTIONS among its customers in Chennai.
The questioner method was used to conduct this study. It was the need of
this project study to find ways and means to increase the satisfaction level of customers of
VECTRA SYSTEMS.
CHAPTER III
OBJECTIVES OF THE STUDY
Primary Objective:
The primary objective of this study is
To find the satisfaction level of the customers for the services provided by VECTRASYSTEMS.
Secondary Objective:
To build a customers database. To find the brand preference among the customers. To find the market potential.
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SAMPLE SCHEME
The sampling unit consists of 65 customers of VECTRA SYSTEMS AND
SOLUTIONS from Chennai.
The convenience sampling method was adopted for the study with a sample size
of 65 respondents, which are chosen in a convenient manner. In this a designated number of
sample units were selected deliberately or purposely depending upon the objectives of the inquirer
so that only the important items representing the true characteristics are included in the sample.
PERIOD OF STUDY
The study was conducted from the period from February 2005 to April 2005.
CHAPTER IV
REVIEW OF LITERATURE
In the present scenario companies are facing their toughest competition ever. It is
very necessary for any companies to change their philosophy from product and sales philosophy
to a marketing philosophy. All the companies are required to win their customers and outperform
their competitors; this can be done by doing a better job of meeting or exceeding customer
expectations.
In general, customer satisfaction is a customers feelings of pleasure of
disappointment resulting from comparing a products perceived performance in relation top his
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or her expectations. If the performance falls short of expectations, the customer is dissatisfied, if
the performance matches the expectations, the customer is satisfied and if it exceeds then he is
delighted.
There is a huge link between customer satisfaction and customer loyalty. Suppose
if he is not satisfied then he will shift to another vendor, if he is satisfied then he may shift to
another vendor if his offer is better and he will remain loyal only when he is delighted and fully
satisfied.
The customer builds their expectations only by their past buying experience,
friends and associates advice, and marketers and competitors information and promises. So the
companies need to raise expectations and delivering performance to match. So it is understood
that customers will buy from the firm that they see as offering the highest perceived value.
In the IT Industry lots of customers are buying assembled products rather than
branded, so the companies need to increase their expectations by giving proper information and
promising so that the customer will be bound to buy the branded products. There is no much
difference in the customer satisfaction for the customers of IT Industry and other Industries.
CHAPTER V
RESEARCH METHODOLOGY &LIMITATIONS OF THE STUDY
Research methodology
The research design followed for this research study is descriptive research which
attempts to determine the frequency with which something occurs or the relationship between
three phenomenons to identify the characteristics of certain Services. It is usually assumed that
these studies would have certain underlying characteristics of market or have some precise
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statements of research. Here emphasis would be on obtaining the relationship between Service
provided, Response Time taken and Call Completion made with the help of sample data.
Tools and Techniques
Following are the tools and techniques used in the study.
1. Multi-dimensional Scaling Technique2. Methods Of least square
Data collection method
Survey methods were adopted for this project. A survey consists of gathering data
by interviewing a limited number of Customers. A questionnaire was given to the respondent for
answering, with a view to gather accurate information. Structured undisguised questionnaire were
used to collect necessary data from customers. The questionnaire consists of various types of
questions such as multiple choice questions, open end and close end questions.
LIMITATIONS OF THE STUDY
The study subjected to the following limitations
Due to the time limit the study was limited to Chennai city only. The information supplied by the respondent may be biased. The researcher has no previous experience in the related field. The size of the population studied is small and therefore care should be taken in
extending the conclusions of the study.
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Scope of the study
The scope of the study gives a fair idea of the level of satisfaction among
customers of VECTRA SYSTEMS AND SOLUTIONS. It also tries to formulate and implement
effective measures to keep up the relationship with the Customers. The study can be taken as a
yardstick to measure the customers to remain loyal to this company. On the basis of this study
intentions of the customers could be drawn which would be useful for the company in future.
CHAPTER VII
DATA ANALYSIS AND INTERPRETATIONS
This core chapter consists of data analysis and Interpretations of the study.
Table No. 7.1
THE FOLLOWING TABLE SHOWS THE NUMBER OF COMPANIES HAVINGNUMBER OF DESKTOPS
Number of Number of PercentageDesktops companies (%)
1 to 5 2 3
5 to 10 10 15
11 to 15 5 8
16 to 20 7 11
More than 20 41 63
Total 65 100
Source : Primary Data
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Table No. 7.2
THE FOLLOWING TABLE SHOWS THE NUMBER OF COMPANIES HAVINGNUMBER OF SERVERS
Number of Number of PercentageServers companies (%)
1 to 5 32 49
5 to 10 20 31
11 to 15 5 8
16 to 20 2 3
More than 20 6 9
Total 65 100
Source : Primary Data
Inference
From the above table it is found that 49% of companies have 1 to 5 Servers, 31%of companies have 5 to 10 Servers, 8% of companies have 11 to 15 Servers, 3% of companieshave 16 to 20 Servers and 9% of companies have more than 20 Servers.
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Figure 7.2
number of servers company have
32
20
5
2
6
0
5
10
15
20
25
30
35
1 to 5 5 to 10 11 to 15 16 to 20 more than 20
Y
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Table No. 7.3
THE FOLLOWING TABLE SHOWS THE NUMBER OF COMPANIES HAVINGNUMBER OF LAPTOPS
Number of Number of PercentageLaptops companies (%)
1 to 5 20 36
5 to 10 12 22
11 to 15 5 9
16 to 20 3 5
More than 20 15 28
Total 55 100
Source : Primary Data
Inference
From the above table it is found that 36% of companies have 1 to 5 Laptops, 22%of companies have 5 to 10 Laptops, 9% of companies have 11 to 15 Laptops, 5% of companieshave 16 to 20 Laptops and 28% of companies have more than 20 Laptops.
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Figure 7.3
Number of Laptops company have
20
12
5
3
15
0
5
10
15
20
25
1 to 5 5 to 10 11 to 15 16 to 20 more than 20
y
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Table No. 7.4
TABLE SHOWING BRAND PREFERENCE FOR DESKTOPS
Name of Number of PercentageBrands companies (%)
IBM 16 25
HP 25 38
HCL 14 22
OTHERS 10 15
Total 65 100
Source : Primary Data
Inference
From the above table it is found that 25% of companies prefer IBM Desktops,38% of companies prefer HP Desktops, 22% of companies prefer HCL Desktops, and 15% of
companies prefer OTHER BRANDS of Desktops.
Figure 7.4
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Name of the brand companies prefer for Desktops
0
5
10
15
20
25
30
Y
Y 16 25 14 10
IBM HP HCL OTHERS
Table No. 7.5
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Name of the brand companies prefer for Servers
0
5
10
15
20
25
30
35
40
y
y 15 35 6 9
IBM HP HCL OTHERS
Table No. 7.6
TABLE SHOWING BRAND PREFERENCE FOR LAPTOPS
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Name of Number of PercentageBrands companies (%)
IBM 25 46
HP 16 29
HCL 4 7
OTHERS 10 18
Total 55 100
Source : Primary Data
Inference
From the above table it is found that 46% of companies prefer IBM Laptops, 29% of companiesprefer HP Laptops, 7% of companies prefer HCL Laptops, and 18% of companies prefer OTHERBRANDS of Laptops.
Figure 7.6
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Name of the brand companies prefer for Laptops
0
5
10
15
20
25
30
Series1
Series1 25 16 4 10
IBM HP HCL OTHERS
Table No. 7.7
THE FOLLOWING TABLE SHOWS THE OPERATING SYSTEMS FOLLOWED BYNUMBER OF COMPANIES
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Name of Operating Number of PercentageSystems companies (%)
Windows 98 12 18
Windows 2000 22 34
Windows XP Prof 20 31
Windows XP Home 5 8
Others 6 9
Total 65 100
Source : Primary Data
Inference
From the above table it is found that 18% of companies follow Windows 98, 34%of companies follow Windows 2000, 31% of companies follow Windows XP Prof, 8% ofcompanies follow Windows XP Home and 9% of companies follow Other Operating Systems.
Figure 7.7
.
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Source : Primary Data
Inference
From the above table it is found that 36% of companies bought 1 to 5 Desktops,34% of companies bought 5 to 10 Desktops, 16% of companies bought 11 to 15 Desktops, 6%of companies bought 16 to 20 Desktops, and 8% of companies bought more than 20 Desktops.
Figure 7.8
Number of companies bought Desktops from VECTRA SYSTEMS
1 to 5
5 to 10
11 to 15
16 to 20
More than 20
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Table No. 7.9
TABLE SHOWING SERVERS PURCHASED BY VARIOUS COMPANIES FROMVECTRA SYSTEMS
Number of Number of PercentageServers companies (%)
1 to 5 15 83
5 to 10 3 17
11 to 15 0 0
16 to 20 0 0
More than 20 0 0
Total 18 100
Source: Primary Data
Inference
From the above table it is found that 83% of companies bought 1 to 5 Servers and17% of companies bought 5 to 10 Servers.
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Figure 7.9
Number of companies bought Servers from VECTRA SYSTEMS
1 to 5
5 to 10
11 to 15
16 to 20
More than 20
Table No. 7.10TABLE SHOWING LAPTOPS PURCHASED BY VARIOUS COMPANIES FROMVECTRA SYSTEMS
Number of Number of PercentageLaptops companies (%)
1 to 5 17 685 to 10 2 811 to 15 2 816 to 20 1 4More than 20 3 12 Total 25 100
Source : Primary Data
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Inference
From the above table it is found that 68% of companies bought 1 to 5 Laptops,8%of companies bought 5 to 10 Laptops, 8% of companies bought 11 to 15 Laptops, 4% ofcompanies bought 16 to 20 Laptops and 12% of companies bought more than 20 Laptops.
Figure 7.10
Number of companies bought Laptops from VECTRA SYSTEMS
1 to 5
5 to 10
11 to 15
16 to 20
More than 20
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Table No. 7.11
TABLE SHOWING LEVEL OF CUSTOMERS SATISFACTION OF VECTRASYSTEMS SERVICES
Level of Satisfaction Number of PercentageOf Services companies (%)
Bad 2 3
Satisfactory 40 62
Good 23 35
OTHERS 65 100
Source : Primary Data
Inference
From the above table it is found that 3% of companies opine that the Servicesprovided are bad, 62% of companies opine that the Services provided are satisfactory and
35% of companies opine that the Services provided are good.
Figure 7.11
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Customers Satisfaction Level of Services
2
40
23
0
5
10
15
20
25
30
35
40
45
0 0.5 1 1.5 2 2.5 3 3.5
Series1
Table No. 7.12
TABLE SHOWING GRADING OF RESPONSE TIME TAKEN BY VECTRASYSTEMS
Grading of Number of PercentageResponse Time companies (%)
Bad 4 6
Satisfactory 42 65
Good 19 29
OTHERS 65 100
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Table No. 7.13
TABLE SHOWING GRADING OF CALL COMPLETION MADE BY VECTRASYSTEMS
Grading of Number of PercentageCall Completion companies (%)
Bad 2 3
Satisfactory 38 58
Good 25 39
OTHERS 65 100
Source : Primary Data
Inference
From the above table it is found that 3% of companies opine that the CallCompletion made are bad, 58% of companies opine that the Call Completion made aresatisfactory and 39% of companies opine that the Call Completion made are good.
Figure 7.13
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Grading of Call Completion
2
38
25
0
5
10
15
20
25
30
35
40
0 0.5 1 1.5 2 2.5 3 3.5
Series1
Table No. 7.14
TABLE SHOWING FUTURE PLAN OF CUSTOMERS TO PURCHASE DESKTOPS
Number of Number of PercentageDesktops companies (%)
1 to 5 17 34
5 to 10 20 40
11 to 15 7 14
16 to 20 4 8
More than 20 2 4
Total 50 100
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Source : Primary Data
Inference
From the above table it is found that 34% of companies have a future plan topurchase 1 to 5 Desktops, 40% of companies have a future plan to purchase 5 to 10 Desktops,14% of companies have a future plan to purchase 11 to 15 Desktops, 8% of companies have afuture plan to purchase 16 to 20 Desktops, and 4% of companies have a future plan to purchasemore than 20 Desktops.
Figure 7.14
Future plan of customers to purchase Desktops
17
20
7
4
2
0
5
10
15
20
25
0 1 2 3 4 5 6
Y
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Table No. 7.15
TABLE SHOWING FUTURE PLAN OF CUSTOMERS TO PURCHASE SERVERS
Number of Number of PercentageServers companies (%)
1 to 5 30 54
5 to 10 15 27
11 to 15 6 11
16 to 20 2 4
More than 20 2 4
Total 55 100
Source : Primary Data
Inference
From the above table it is found that 54% of companies have a future plan topurchase 1 to 5 Servers, 27% of companies have a future plan to purchase 5 to 10 Servers, 11% ofcompanies have a future plan to purchase 11 to 15 Servers, 4% of companies have a future planto purchase 16 to 20 Servers, and 4% of companies have a future plan to purchase more than 20Servers.
Figure 7.15
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Future plan of customers to purchase Servers
2
38
25
0
5
10
15
20
25
30
35
40
0 1 2 3 4 5 6
Y
Table No. 7.16TABLE SHOWING FUTURE PLAN OF CUSTOMERS TO PURCHASE LAPTOPS
Number of Number of PercentageLaptops companies (%)
1 to 5 22 73
5 to 10 5 17
11 to 15 2 7
16 to 20 0 0
More than 20 1 3
Total 30 100
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Source : Primary Data
Inference
From the above table it is found that 34% of companies have a future plan topurchase 1 to 5 Laptops, 40% of companies have a future plan to purchase 5 to 10 Laptops, 14%of companies have a future plan to purchase 11 to 15 Laptops, 8% of companies have a futureplan to purchase 16 to 20 Laptops, and 4% of companies have a future plan to purchase morethan 20 Laptops.
Figure 7.16
Future plan of customers to purchase Laptops
22
5
2
01
-5
0
5
10
15
20
25
0 1 2 3 4 5 6
Y
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Table No. 7.17
TABLE SHOWING THE RELATIONSHIP BETWEEN SERVICE LEVEL,RESPONSE TIME, AND CALL COMPLETION MADE BY VECTRA SYSTEMS -MULTI DIMENSIONAL SCALING TECHNIQUE
serserser
Source : Primary Data
Inference
From the above table it is found that over 55% of the companies opines that theyare Satisfied in all the 3 aspects which is Service levels, Response Time, CallCompletion made by VECTRA SYSTEMS.
It is also found that over 29% of companies opines that they the Servicesprovided by VECTRA SYSTEMS are Good.
Service Response Call completion
Level Time Bad Satisfactory Good
Bad Bad 1 1
Satisfactory
Good
Bad 1 1
Satisf Satisfactory 36 2
actory
Good
Bad
Good Satisfactory 4
Good 19
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So cumulatively 84% of the companies opines that the services of VECTRASYSTEMS are up to or above the Satisfaction levels
Table No. 7.18
TABLE SHOWING THE PREDICTION FOR THE SALE OF DESKTOPS IN THEYEAR 2005 METHODS OF LEAST SQUARE
Year Sales (Y) Deviations(X) XY X22001 525 - 1.5 - 787.5 2.252002 490 - 0.5 - 245.0 0.252003 540 0.5 270.0 0.252004 630 1.5 945.0 2.25 Total 2185 0.0 182.5 5.00
The equation of straight line trend is y = a + bx ------- (1)
Where,
a = Total of Y / n
b = Total of XY / Total of X2
n (number of years) = 4
So, a = 2185/4 = 546.25
b = 182.5/5 = 36.5
To predict the sales of 2005 we can substitute a & b in equation (1)
Here x = 2.5 (deviations)
Y = a + bx
Y = 546.25 + 36.5(2.5)Y = 546.25 + 91.25Y = 638 (round of)
Inferences
From the above calculations we can predict the sale of Desktops for the year 2005which will be 638 units.
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Table No. 7.19
TABLE SHOWING THE PREDICTION FOR THE SALE OF SERVERS IN THEYEAR 2005 METHODS OF LEAST SQUARE
Year Sales (Y) Deviations(X) XY X22001 200 - 1.5 - 300.0 2.252002 182 - 0.5 - 91.0 0.252003 235 0.5 117.5 0.252004 250 1.5 375.0 2.25 Total 867 0.0 101.5 5.00
The equation of straight line trend is y = a + bx ------- (1)
Where,
a = Total of Y / n
b = Total of XY / Total of X2
n (number of years) = 4
So, a = 867 /4 = 216.75
b = 101.5/5 = 20.3
To predict the sales of 2005 we can substitute a & b in equation (1)
Here x = 2.5 (deviations)
Y = a + bxY = 216.75 + 20.3(2.5)Y = 216.75 + 50.75
Y = 268 (round of)
Inferences
From the above calculations we can predict the sale of Servers for the year 2005which will be 268 units.
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Table No. 7.20
TABLE SHOWING THE PREDICTION FOR THE SALE OF LAPTOPS IN THEYEAR 2005 METHODS OF LEAST SQUARE
Year Sales (Y) Deviations(X) XY X22001 513 - 1.5 - 769.5 2.252002 750 - 0.5 - 375.0 0.252003 900 0.5 450.0 0.252004 1000 1.5 1500.0 2.25 Total 3163 0.0 805.5 5.00
The equation of straight line trend is y = a + bx ------- (1)
Where,
a = Total of Y / n
b = Total of XY / Total of X2
n (number of years) = 4
So, a = 3163/4 = 790.75
b = 805.5/5 = 161.1
To predict the sales of 2005 we can substitute a & b in equation (1)
Here x = 2.5 (deviations)
Y = a + bxY = 790.75 + 161.1(2.5)Y = 546.25 + 402.75Y = 1194 (round of)
Inferences
From the above calculations we can predict the sale of Laptops for the year 2005which will be 1194 units.
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CHAPTER VIII
SUMMARY OF FINDINGS
Findings
It is found that out of 65 companies, 3% of companies have 1 to 5 Desktops, 15% ofcompanies have 5 to 10 Desktops, 8% of companies have 11 to 15 Desktops, 11%ofcompanies have 16 to 20 Desktops and 63% of companies have more than 20 Desktops.
It is found that out of 65 companies, 49% of companies have 1 to 5 Servers, 31% ofcompanies have 5 to 10 Servers, 8% of companies have 11 to 15 Servers, 3% ofcompanies have 16 to 20 Servers and 9% of companies have more than 20 Servers.
It is found that out of 55 companies, 36% of companies have 1 to 5 Laptops, 22% ofcompanies have 5 to 10 Laptops, 9% of companies have 11 to 15 Laptops, 5% ofcompanies have 16 to 20 Laptops and 28% of companies have more than 20 Laptops.
It is found that out of 65 companies, 25% of companies prefer IBM Desktops, 38% ofcompanies prefer HP Desktops, 22% of companies prefer HCL Desktops, and 15% ofcompanies prefer OTHER BRANDS of Desktops.
It is found that out of 65 companies, 23% of companies prefer IBM Servers, 54% ofcompanies prefer HP Servers, 9% of companies prefer HCL Servers, and 14% ofcompanies prefer OTHER BRANDS of Servers.
It is found that out of 55 companies, 46% of companies prefer IBM Laptops, 29% ofcompanies prefer HP Laptops, 7% of companies prefer HCL Laptops, and 18% ofcompanies prefer OTHER BRANDS of Laptops.
It is found that out of 65 companies, 18% of companies follow Windows 98, 34% ofcompanies follow Windows 2000, 31% of companies follow Windows XP Prof, 8% ofcompanies follow Windows XP Home and 9% of companies follow Other OperatingSystems.
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It is found that out of 50 companies, 36% of companies bought 1 to 5 Desktops, 34% ofcompanies bought 5 to 10 Desktops, 16% of companies bought 11 to 15 Desktops, 6% ofcompanies bought 16 to 20 Desktops, and 8% of companies bought more than 20
Desktops.
It is found that out of 18 companies, 83% of companies bought 1 to 5 Servers and 17%of companies bought 5 to 10 Servers.
It is found that out of 25 companies, 68% of companies bought 1 to 5 Laptops, 8% ofcompanies bought 5 to 10 Laptops, 8% of companies bought 11 to 15 Laptops, 4% ofcompanies bought 16 to 20 Laptops and 12% of companies bought more than 20Laptops.
It is found that only 3% of companies opine that the Services provided are bad, 62% ofcompanies opine that the Services provided are satisfactory and 35% of companies opinethat the Services provided are good.
From the above table it is found that only 6% of companies opine that the Response timetaken are bad, 65% of companies opine that the Response time taken are satisfactory and29% of companies opine that the Response time taken are good.
From the above table it is found that only 3% of companies opine that the CallCompletion made are bad, 58% of companies opine that the Call Completion made are
satisfactory and 39% of companies opine that the Call Completion made are good.
It is also found that over 55% of the companies opine that they are Satisfied in all the 3aspects which is Service levels, Response Time, Call Completion made by VECTRASYSTEMS.
It is also found that over 29% of companies opine that they the Services provided byVECTRA SYSTEMS are good.
So cumulatively 84% of the companies opine that the services of VECTRA SYSTEMSare up to or above the Satisfaction levels.
It is found that 34% of companies have a future plan to purchase 1 to 5 Desktops, 40%of companies have a future plan to purchase 5 to 10 Desktops, 14% of companies have afuture plan to purchase 11 to 15 Desktops, 8% of companies have a future plan topurchase 16 to 20 Desktops, and 4% of companies have a future plan to purchase morethan 20 Desktops.
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It is found that 54% of companies have a future plan to purchase 1 to 5 Servers, 27% ofcompanies have a future plan to purchase 5 to 10 Servers, 11% of companies have afuture plan to purchase 11 to 15 Servers, 4% of companies have a future plan to purchase
16 to 20 Servers, and 4% of companies have a future plan to purchase more than 20Servers.
It is found that 34% of companies have a future plan to purchase 1 to 5 Laptops, 40% ofcompanies have a future plan to purchase 5 to 10 Laptops, 14% of companies have afuture plan to purchase 11 to 15 Laptops, 8% of companies have a future plan topurchase 16 to 20 Laptops, and 4% of companies have a future plan to purchase morethan 20 Laptops.
CHAPTER IX
SUGGESTIONS
At present most of the customers are Satisfied with the Services of VECTRA SYSTEMSbut effort should be made to increase there Satisfaction level by giving more efforts to
attend them on time.
It is found that Customers of VECTRA SYSTEMS are very happy with the Callcompletion made by them but it is not the case for the Response Time, so they need to
concentrate on this aspect.
It is also found during the survey that the Old Customers of VECTRA SYSTEMS are notsatisfied with the service of VECTRA SYSTEMS, so efforts should be taken to increase
there satisfaction level by attending them again and build a relationship with them in
future.
It is also found that most of the companies prefer assembled products so a customerawareness program should be conducted so that the benefits of branded products can be
explained in a proper manner.
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It is also found during the survey that the demand for Laptops are very high, the probablereason for it may be the decreasing price of the products, comfort ability or any such
reasons, so they need to concentrate on increasing the sales of Laptops by promoting
them more often with suitable offers.
CHAPTER XCONCLUSION
I hereby conclude that the Services provided by the VECTRA SYSTEMS AND
SOLUTIONS are up to the satisfactory level but they need to improve the level because the
market is highly competitive now-a-days, so in order to increase the satisfaction level they need to
play a job of watch dog who always keeps his eyes on the market and attend there customers on
time which is possible only when they have adequate number of personnel so they need to
increase the number of personnel.
Customers Satisfaction Survey
Customer / Company Name & Address :
Customer Type : (Please tick mark the correct answer)
Existing Customer Old Customer
Contact Person :
Contact number :
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Designation :
What is the name of IT head ?
What is your turnover in 2004-05 ? (optional)
(a) < 5 Crore (b) 5-20 Crore (c) 21-35 Crore (d)36-50 crore (e) > 50Crore
I. How many Desktop do you have ?
(a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20
II. Which brand do you prefer for Desktop ?
(a) IBM (b) HP (c) HCL (d) OTHERS
III. How many Server do you have ?
(a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20
IV. Which brand do you prefer for Server ?
(a) IBM (b) HP (c) HCL (d) OTHERS
V. How many Laptops do you have ?
(a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20
VI. Which brand do you prefer for Laptops ?
(a) IBM (b) HP (c) HCL (d) OTHERS
VII. What kind of Operating system you follow ?
(a) Window 98 (b) Window 2000 (c) Window XP Professional
(d) Window XP home (e) Others
VIII. Items brought from VECTRA SYSTEMS :
Desktops : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20
Laptops : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20
Server : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20
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IX. Satisfaction level of VECTRA SYSTEMS Services :
Bad Satisfactory Good
X. Grading of response time taken by VECTRA SYSTEMS :
Bad Satisfactory Good
XI. Grading on the completion of the call made by VECTRA SYSTEMS :
Bad Satisfactory Good
XII. What is your future plan for IT products ?
Desktops : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20
Laptops : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20
Server : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20
Remarks (if any) :
Suggestions (if any) :
(Signature with date)