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A STUDY ON CUSTOMER SATISFACTION SURVEY TOWARDS
JAINSONS CORPORATION LTD
By
A.S.SARAVANA KARTHIK(Reg No: 35103240)
A PROJECT REPORT
Submitted to the Department of
SRM SCHOOL OF MANAGEMENT
In partial fulfilment of the requirementsFor the award of the degree
Of
MASTER OF BUSINESS ADMINISTRATION
IN
S.R.M ENGINEERING COLLEGESRM INSTITUTE OF SCIENCE AND TECHNOLOGY
(Deemed University)
JUNE 2005
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BONAFIDE CERTIFICATE
Certified that this project report titled customer satisfaction towards Jainsons
corporation Ltd. is the bonafide work of Mr. A.S.Saravana karthik. Who carried out the
research under my supervision. Certified further, that to the best of my knowledge thework reported here in does not form part of any other project report or dissertation on
the basis of which a degree or awards was conferred on an earlier occasion on this or any
other certificate.
Signature of the Guide Signature of the HOD
Priya Krishnan Dr.Jayashree Suresh
Signature of the External Examiner
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ABSTRACT
This project A STUDY ON CUSTOMER SATISFACTION SURVEY
TOWARDS JAINSON CORPORATION LTD is done to know the level of
customers satisfaction for the customers of JAINSON CORPORATION LIMITED.So the objective is to know the satisfaction level and find the market potential for the
company and brand Preference of customers.
The survey was based on formal interview with the customers directly and the
responses are collected through questionnaire. The sample size for this research is only
100 respondents and the area selected to do the survey is Mylapore. Here convenience
sampling method was adopted to conduct the survey.
The main aim of this study is to find out of the level of customer satisfaction and
suggests them the means to improve the satisfaction level, which will help them to
increase their sales.
During this survey it is found that 90% of the respondents services provided by
JAINSON CORPORATION LIMITED are up to the satisfaction level from all the
aspects. And only 10% of respondent are dissatisfied. So it is concluded that the services
are satisfactory.
It is also found that there is a huge market for the Television, Refrigerator and
washing machine. Because of the essential need of day-to-day life.
It is suggested to the company that the services provided by them are satisfied
but they have to improve level of sales. It is also suggested to provide offers to their
customers to attract them.
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ACKNOWLEDEMENT
I express my thanks to Prof. R.Venkatramani, Principal, S.R.M. Engineering
College for providing me the opportunity of doing this project.
I would like to thank Dr. Jayashree Suresh, Dean, S.R.M. School Of
Management, 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 wholehearted encouragement for the completion of this project successfully.
I extend my indictment to Mr.Balagopal, Vice President, Jainson Corporation
limited for allowing me to do my project work and also for his encouraging words during
the project.
I finally wish to thank sincerely to all who have helped me directly or indirectly in
completing my project work successfully.
DECLARATION
I, A.S.SARAVANAN KARTHICK, (Reg No:35103240), MBA, SRM SCHOOL
OF MANGEMENT, S.R.M. Engineering College, do here by declare that this project
work entitled A STUDY ON CONSUMER SATISFACTION SURVEY TOWARDS
JAINSON CORPORATION LIMITED in partial fulfilment of MBA Degree course of
the SRM Deemed University is my original work.
Place:
Date: (A.S.SARAVANAN KARTHICK)
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7.19 Table showing the performance of the products purchased from
Jainsions.
48
7.20 Table showing the availability of after sales service. 50
7.21 Table showing the respondents complaints in Jainsons. 52
7.22 Table showing the service persons performance and attention
towards the complaints.
54
7.23 Table showing the respondents feelings about terms of service in
Comparison with other outlets.
55
7.24 Table showing the respondents who willing to recommend to their
friends, relatives and colleagues.
59
7.25 Table showing the respondents who willing to purchase again. 61
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LIST OF FIGURES
FIGURES
NO
TITLE PAGE NO
7.1.1 The Graphical table showing the respondents who had
purchased the following consumer durable from Jainsons
corporation Ltd
10
7.1.2 The respondents purchased under different session. 12
7.1.3 The different purchase companions of the respondents. 14
7.1.4 The Graphical table shows the analysis about the sales
persons explanation towards the product.
16
7.1.5 The Graphical table shows the sales person explanation
about the brand available in the outlet.
18
7.1.6 The Graphical table shows in the sales persons informations
to the customer in Jainsons.
20
7.1.7 Graphical diagram show the satisfaction of the respondents
about the range of the products and brand available in the
outlet.
22
7.1.8 The Graphical table shows the satisfaction of the
respondents about the range of product and brand available
in the outlet.
22
7.1.9 The Graphical table shows the sales persons attention about
the queries of customer in Jainson
24
7.1.10 The Graphical table showing the whole rating of sales person
behaviours in Jainsons by the respondents.
27
7.1.11 The Graphical table showing the negotiation results by
respondents.
30
7.1.12 The Graphical table showing the respondents who had
Purchased under promotional scheme in Jainsons.
33
7.1.13 The Graphical table showing the satisfaction about sales
Promotional scheme in Jainsons.
35
7.1.14 The graphical table shows the billing performance of
Jainsons.
37
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7.1.15 The Graphical table shows the shopping experience of
respondents in Jainsons. The Graphical table showing the
performance of delivery boys.
39
7.1.16 The Graphical table showing the delivery performanceOf Jainsons to the respondents.
41
7.1.17 The Graphical table shows the satisfaction level of delivery to
respondents.
43
7.1.18 The Graphical table showing the performance of
demonstrators towards the respondents.
45
7.1.19 The Graphical table showing the satisfaction level of product
purchased from Jainsons.
47
7.1.20 The Graphical table showing the availability of after sales
service.
49
7.1.21 The Graphical table shows the respondents complaints in
Jainsons.
51
7.1.22 The Graphical table Shows the services persons
performance and attention towards the complaints.
53
7.1.23 The Graphical table shows the Jainsons service performance
Comparison with other outlets.
56
7.1.24 The Graphical table shows the willingness of the Jainsons
customers to recommend the others.
58
7.1.25 The Graphical table shows the respondents who are willing
to purchase again.
60
INTRODUCTION
Food and shelter are usually referred as primary need of the people. But, now theTelevision, Washing Machine, Refrigerator is very important to people in day-to-day life.
Now a day each and every family are in need of T.V, Washing Machine, Refrigerator and
homely goods. As the technology is rapidly growing the need and consumption of power
is increasing along with the technology.
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When people began to identify the need of the homely product, the market
identifies a lot of opportunity. Slowly the numbers of models were developing to suit the
need of customers. Now so many brands are available in so many models in dealership
companies.
Satisfaction is the level of person who feels the state of resulting from comparing
product perceived performance in relation to the persons expectations. So the customer
satisfaction will have a multiplier effect on sales.
Sample of customers for Jainsons Corporation Limited was selected and the
levels of satisfaction and suggestion where taken into account by collecting datas with
the help have well planned undisguised questionnaire.
STATEMENT OF THE PROBLEM
The company was started in the year 1981. This company deals in the field of
consumer Durable Retail. This Company is Largest Retailing Company in South India.
An attempt has been made in this study to find out the level of customers satisfaction
towards the services provided to customers and also finds the market potential for
JAINSON CORPORATION LIMITED among its customers in Chennai.
The questionnaire 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
JAINSONS CORPORATION LIMITED.
OBJECTIVES OF THE STUDY
Primary Objective:
The primary objective of this study is
To find the satisfaction level of the customer for the service provided by Jainsonscorporation Limited
Secondary Objective:
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promising so that the customer will be found to by the branded products. There is no
match difference in the customer satisfaction for the customers of Retailing Industry and
other Industries.
5.1 RESEARCH METHODOLOGY
RESEARCH DESIGN
The research conducted for this study was descriptive one. Descriptive study is a
study for collection of data for a definite purpose. This study is typically by an initial
hypothesis. This study was used to identify the customer satisfaction of JainsonsCorporation Limited.
DATA COLLECTION METHOD
To get the required data regarding customer satisfaction only option to go for the
researcher was primary data collection.
To collection the primary data a well planned. Questionnaire was prepared. Thisquestionnaire was a structured and undisguised one. The structured questionnaire was
used since a definite amount of datas was needed for the analysis and it also yield
accurate results when compared to others. The questionnaire was undisguised one since
the objectives of the study will not affect the people by anyway.
SAMPLE SIZE AND TYPE OF SAMPLING
The universe of this study was the total number of customer owing a JainsonsCorporation Limited at Mylapore in Chennai. There are lot of customer are there for
Jainson. So that, the census survey was impossible within the given limits. A sample
survey was undertaken. There are more than 100-sample survey has been done in this
area. There are only around 150-customer address had been given by company. A
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convenience non-probability sampling was undertaken. The company allotted Mylapore
as my area for this project. The survey result is only covered Mylapore.
PILOT SURVEY
Around 100 samples were collected from their respondents as a measure to pre-
test the questionnaire. The suggestions given by respondents were duly considered and
were incorporated in the questionnaire after which it took a final shape. A copy of the
final questionnaire is enclosed in appendix.
STATISTICAL TOOL USED
The statistical method adopted for this project to gain an in-depth view about
customer satisfaction were
1. Chi-Square Test
1. Chi-Square Test
The Chi-Square test was used test the hypothesis. Equal number of respondents servicehighly satisfied, satisfied, not satisfied, highly not satisfied.
The formula for X^2 =(O-E)^2
E
Where
O = Observed Frequency
E = Expected Frequency
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5.2 SCOPE AND LIMITATIONS OF STUDY
1. This scope of study was confined to customer at Mylapore in Chennai.Respondent mostly fined it difficult to spare time during business hours.
However, the survey covers more than 100 samples and all projection andinterpretation are based in the response from these respondents.
2. The study could have been more informative but for pan city of time which wasconfined to just 3 months only.
COMPANY PROFILE
JAINSONS today is a leading brand in Tamilnadu in the field of ConsumerDurable Retail. The company was started way back in 1981 with its first showroom in
Pondy Bazzar and, over a period of time, the company opened additional branches in
Chennai and a few other towns of Tamilnadu becoming multi-outlet retail chain.
Jainsons range of retail products included Televisions, Refrigerators, Washing
Machines, Audio Products, and other electrical appliances for the home. The company
had particularly established a strong position in the Television market in Tamilnadu. The
company had 13 showrooms across Tamilnadu when it was taken over by the ViveksGroup in 1999,Jainsons Corporation Ltd.was registered as a Public Limited Company,
and is a wholly owned subsidiary of Vivek Ltd.
Following the acquisition by Viveks, the company expanded its product portfolio
offering a wide range of consumer electronics and home appliances including small
appliances and recently added Mobile Phones as well. Jainsons had expanded its
operations into more areas and now has 25 showrooms spread across Chennai, Madurai,
Trichy, Comibatore, Salem, Erode, Hosur, Tuticorin, Rajapalayam, Sivakasi, Theni,Karakudi, Paramakudi and Palayamkottai. The company is poised to cross the Rs.100
crore marks in turnover in the current financial year.
The companys modern showrooms display an arrange of products, brand and
models for the customer to choose from. Jainsons provide good service to its customers
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and offers competitive prices too. It is a board of directors oversees management and
employs experienced professionals to manage the various operating functions. Further
expansion of the business is on the anvil. Its emphasis on providing excellent service to it
customer has won the loyalty of a lot of customers. Jainsons presently occupies the third
position among Consumer Durables retail chains in Chennai and the second position inrest of Tamilnadu.
DATA ANALYSIS AND INTERPRETATION
7.1 Table showing the respondents who had purchased the following Consumer
durable from Jainsons corporation limited
Inference
From the table it is clear that 60% had purchased Television,35% had purchased
Refrigerator, and 15% had purchased Washing Machine.
PRODUCT NO.OF
RESPONDENTS
% OF
RESPONENTS
Refrigerator 35 35
Television 60 60
Washing machine 15 15
TOTAL 100 100
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7.1.1 The respondents who purchased the following Products of Jainsons
Corporation Limited.
0
10
20
30
40
50
60
70
80
90
100
Refrigerator 35 35
Television 60 60
Washing machine 15 15
TOTAL 100 100
NO.OF RESPONDENTS % OF RESPONENTS
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7.2 Table showing the respondents those who had purchased under different
sessions
Session No of Respondents %Of Respondents
Forenoon 30 30
Afternoon 10 10
Evening 60 60
Total 100 100
Inference:
From the table showing it is clear that 60% of the respondents had
purchased in evening, 30% of the respondent had purchased in morning and 10% had
purchased in afternoon.
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7.1.2 The respondents purchased under different sessions
0
10
20
30
40
50
60
70
80
90
100
Forenoon 30 30
Afternoon 10 10
Evening 60 60
Total 100 100
No of
Respondents
% Of
Respondents
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7.3The table showing purchase companions of the respondents
Companions No of respondents % Of respondents
Single 10 10
Family member 40 40
Friends 40 40
Others 10 10
Total 100 100
Inference
From that table clear it 40% of the respondents had purchased with it their
family members, 40% of respondents had purchased with their friends and 10% of
customers purchased as single and 10% had purchased with others.
7.1.3 Different purchase companions of the respondents
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0
10
20
30
40
50
60
70
80
90
100
Companions No of % Of
Single 10 10
Family member 40 40
Friends 40 40
Others 10 10
Total 100 100
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7.4 The table showing the analysis about sales persons explanation
Inference
From this table it is clear 90% of the respondents had been satisfied with sales
person explanation about product features but only 10% of respondent had not been
satisfied with the sales persons explanation.
Results No of respondents % of respondents
Positive 90 90
Negative 10 10
Total 100 100
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7.1.4 The graphical table shows the analysis about the sales person explanation
towards the product.
0
10
20
30
40
50
60
70
80
90
100
Positive 90 90
Negative 10 10
Total 100 100
No of
respondents
% of
respondents
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7.5 The table showing the sales persons explanation about all brands available in
the outlet
Results No of respondents % of respondents
Positive 80 80Negative 20 20
Total 100 100
Inference
The table shows that 80% of respondents had been satisfied about sales persons
explanations on brand the available in the outlet but 20% had not satisfied.
7.1.5 The graphical table shows the salespersons explanations about the brand
available in the outlet of Jainson
0
20
40
60
80
100
Results No of % of
Positive 80 80
Negative 20 20
Total 100 100
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7.6 Table showing the opinion of the respondents about the sales persons
information about the product.
Results No of respondents % of respondents
Positive 90 90
Negative 10 10
Total 100 100
Inference
From this it is clear that 90% of respondents had satisfied with sales person well
information about the product but only 10% had not satisfied.
es persons Information to the customer in Jainsons.
0
10
20
30
40
50
60
70
80
90
100
Positive 90 90
Negative 10 10
Total 100 100
No of
respondents
% of
respondents
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7.7 Table showing the satisfaction satisfaction of the respondents about The
range of products and brands available in the outlet.
Results No of respondents % of respondentsPositive 90 90
Negative 10 10
Total 100 100
Inference
From the table it is clear that 90% of respondents satisfied of products and brand
available in the outlet in Jainson and 10% had not satisfied.
of the respondents about the range of the products and brand available in the
outlet.
0
10
20
30
40
50
60
70
80
90
100
Positive 90 90
Negative 10 10
Total 100 100
No of
respondents
% of
respondents
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7.8 The table shows the Sales persons attention about the queries of the customer
Results No of respondents % of respondents
Positive 90 90
Negative 10 10
Total 100 100
Inference
From the table it is clear that 90% of respondents had been satisfied sales person
attention but only 10% of customer had not been satisfied.
7.1.8 The graphical table showing the Sales persons attention about the queries of
customer in Jainson
0
10
20
30
40
50
60
70
80
90
100
Positive 90 90
Negative 10 10
Total 100 100
No of
respondents
% of
respondents
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7.9 Table showing the whole rating of the sales persons behaviour by the
respondent.
Results No of respondents % of respondents
Positive 90 90
Negative 10 10
Total 100 100
Inference
From the table it is clear that 90% of the respondent had been satisfied with
the behaviour of sales person and 10% had not been satisfied.
7.10 The table showing the negotiation results by the respondents.
Results No of respondents % of respondents
Highly satisfied 8 8
Satisfied 70 70
Not satisfied 20 20
Highly dissatisfied 2 2
Total 100 100
Inference
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From the table it is clear that 8% of the respondents had highly been satisfied
about negotiation results, 70% of the respondents had been satisfied, 20% of
respondents had not been satisfied and 2% of the customers had been highly dissatisfied.
7.1.9The graphical table showing the whole rating of sales persons behaviour injainson by the respondents.
0
10
20
30
40
50
60
70
80
90
100
Positive 90 90
Negative 10 10
Total 100 100
No of
respondents
% of
respondents
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7.5 CHI-SQUARE TEST:For The Table Showing My Negotiation Result by the
Respondents.
RE SULTS NO OF RESPONDENT
HIGHLY SATISFIED 8
SATISFIED 70
NOT SATISFIED 20
HIGHLY DISSATISFIED 20
HYPOTHESIS
Null hypothesis: -
There is no significant relationship between the sati factional level and customers.
Alternate hypothesis: -
There is significant relationship between the satisfaction level and customers
Observed
Frequency
Expected
Frequency
(0-E)^2 (O-E)^ 2/E
8 25 289 11.56
70 25 2025 81
20 25 25 1
20 25 529 21.16
114.72
Calculated value 114.72
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Degree of freedom = n-1
= 4-1
= 3
The table value for 3 at 5% of significanceHence cal value>tab value
114.72>7.815
So we reject the null hy7pothesis
114.72>7.815
There is significant relationship between satisfaction level and customer.
7.1.10 The graphical table showing the negotiation result by the respondents.
0
20
40
60
80
100
Highly satisfied 8 8
Satisfied 70 70
Not satisfied 20 20
Highly dissatisfied 2 2
Total 100 100
No of
responde
% of
responde
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7.11 The table showing the respondents who had purchased under various
schemes in jainson.
Inference
From that table is clear that 20% of respondents got cash discount, 32% of the
respondents got gift offers and 48% of the respondents were not purchased under any
promotional schemes.
7.12 The table showing the satisfaction rate about the sales promotional scheme
in Jainson.
Results No of respondents % of respondents
Excellent 10 10
Good 30 30
Ok 20 20
Bad 40 40
Total 100 100
Schemes No of respondents % of respondents
Cash discount 20 20
Gift 32 32
Neither 48 48
Total 100 100
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Inference
From that table it is clear that 10% of respondents felt about promotional
scheme had excellent, 30% of customer felt about promotional scheme as good, 20% of
customer felt about promotional scheme as ok, but 40% of customer felt aboutpromotional scheme as bad.
7.1.11 The graphical table showing the respondents who had purchased under the
promotional schemes in Jainson
0
10
20
30
40
50
60
70
80
90
100
Cash discount 20 20
Gift 32 32
Neither 48 48
Total 100 100
No of
respondents
% of
respondents
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7.2 CHI-SQUARE: -for the satisfaction rate about the sales promotional scheme in
Jainsons
RESULT NO OF RESPONDENT
EXCELLENT 10
GOOD 30
OK 20
BAD 40
OBSERVED
FREQUENC
Y
EXPECTED
FREQUENC
Y
(O-E)^2 (O-
E)^2/E
10 25 225 9
30 25 25 1
20 25 25 1
40 25 225 9
20
Cal value= 20
Degree of freedom= (n-1)
=(4-1)
= 3
The table value for 3 at 5% of significant
Hence cal value > table value
20>7.815
Hence we reject the null hypothesis and calculate that the different is significant
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There is significant relationship between sati factional level and customers.
7.1.12 The graphical showing satisfaction about sales promotional scheme
0
10
20
30
40
50
60
70
80
90
100
Excellent 10 10
Good 30 30
Ok20 20
Bad 40 40
Total 100 100
No of
respondents
% of
respondents
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7.13 The table showing billing performance of Jainsons
Inference
From the table clear that 90% of respondents satisfied with Jainson billing
performance but 10% of respondents were not satisfied.
7.1.13 Billing performance of Jainson
0
20
40
60
80
100
Positive 90 90
Negative 10 10
Total 100 100
No of respondents % Of respondents
Results No of respondents % Of respondents
Positive 90 90
Negative 10 10
Total 100 100
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7.14 Table showing the satisfaction level of shopping experience of the
respondents in Jainson
Sati factional level No of respondents % of respondents
Highly satisfied 5 5
Satisfied 85 85
Not satisfied 8 8
Highly not satisfied 2 2Total 100 100
Inference
From the table it is clear that 5% of respondents had highly been satisfied
with shopping experience of Jainson, 85% of respondents had been satisfied, 8% of
respondent had not been satisfied and 2% of respondents had highly not been satisfied.
7.1.14 The graphical table showing the shopping experience of respondents inJainson.
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0
10
20
30
40
50
60
70
80
90
100
Highly satisfied 5 5
Satisfied 85 85Not satisfied 8 8
Highly not satisfied 2 2
Total 100 100
No of
respondents
% of
respondents
7.15 The table showing the delivery duration of Jainson to the respondents.
Duration No of respondents % Of respondents
Same day 50 50
1-3 days later 30 30
More than 3 days 10 10
More than a week 10 10
Total 100 100
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Inference
From that the table it is clear that 50% of the delivery had been made at sameday, 30% of delivery made above 1-3 days, 10% of delivery made more than 3 days, 10%
of delivery had been taken more than a week.
7.1.15The graphical table showing the Delivery performance of Jainson to therespondents.
0
10
20
30
40
50
60
70
80
90
100
Same day 50 50
1-3 days later 30 30
More than 3 days 10 10
More than a week 10 10
Total 100 100
No of
respondents
% Of
respondents
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7.16 Table showing the performance of the delivery boy
Inference
From the table it is clear that 10% of respondent valued delivery boy
performance as excellent, 60% person value as good, 20% person valued as ok, and 10%
valued as bad.
Performance of delivery
boy
No of respondent % Of respondent
Excellent 10 10
Good 60 60
Ok 20 20
Bad 10 10
Total 100 100
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7.1.16 The graphical table showing the Performance of the delivery boy
0
20
40
60
80
100
Excellent 10 10
Good 60 60
Ok 20 20
Bad 10 10
Total 100 100
No ofrespondent
% ofrespondent
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7.17 Table showing the satisfaction level of deliveries to the respondents.
Sati factional level of
delivery
No of respondent % of respondent
Highly satisfied 10 10Satisfied 70 70
Not satisfied 20 20
Highly not satisfied 10 10
Total 100 100
Inference
From the table it is clear that 10% of people had highly been satisfied
about delivery and 70% of people had been satisfied, 20% of people had not been
satisfied and 10% of people had highly not been satisfied.
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7.1.17 The graphical table showing the satisfaction level of deliveries to the respondents.
0
10
20
30
40
50
60
70
80
90
100
Highly satisfied 10 10
Satisfied 70 70
Not satisfied 20 20
Highly not satisfied 10 10
Total 100 100
No of
respondent
% of
respondent
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7.18 The table showing the demonstrators performance towards the respondents
Inference
From the table it is clear that performance of demonstrators 90% of
respondents felt good, 5% of people felt ok, and 5% of people felt bad.
Performance ofdemonstrators
No of respondents % of respondents
Good 90 90
Ok 5 5
Bad 5 5
Total 100 100
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7.1.18 The graphical table of the Performance of demonstrators towards therespondents.
0
10
20
30
40
50
60
70
80
90
100
Good 90 90
Ok 5 5
Bad 5 5
Total 100 100
No ofrespondents
% ofrespondents
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7.19 The table showing the performance of the products purchased from Jainson
Performance of JainsonNo of respondent
% of respondent
Satisfied 90 90
Not satisfied 10 10
Total 100 100
Inference
From the table it is clear that satisfaction level of the product purchased from
Jainson 90% had been satisfied and 10% had not been satisfied.
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7.20 The table showing the availability after sales service
Result No of respondent % of respondent
Avail 80 80
Not avail 20 20
Total 100 100
Inference
From the table it is clear that 80% of respondents got after sales service
opportunity, and 20% of people not got after sales service opportunity.
7.1.20 The graphical table showing the Availability of after sales service.
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0
20
40
60
80
100
Avail 80 80
Not avail 20 20
Total 100 100
No of
respo
% of
respo
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7.21 The table showing the respondent complaints in Jainsons
Duration No of respondents % of respondents
Same day 50 501-3 day 10 10
More than 3 days 20 20
More than a week 20 20
Total 100 100
Inference
From the table it is clear that 50% of respondent got after sales service
within same day, 10% of got after sales service after registered 1 to 3 days, 20% of the
people got sales service more than 3 days, 20% of people got after sales service more
than a week.
7.1.21 The graphical table showing the respondents complaints in Jainson.
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0
50
100
Same day 50 50
1-3 day 10 10
More than 3
days
20 20
No
of
%
of
7.22 The table showing the service persons performance and attention towards
the complaints
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Performance of sales
persons
No of respondents % of respondents
Excellent 20 20
Good 50 50
Ok 20 20
Bad 10 10
Total 100 100
Inference
From the table it is clear that 20% of people felt that sales persons as
excellent, 50% of people felt as good, 20% of people felt that ok, 10% of people felt that
sales persons performance as bad.
7.23 The table showing the respondents feeling about terms of service in
comparison with other outlets.
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Comparison with other
outlet
No of respondent % of respondent
Excellent 10 10
Good 70 70
Ok 10 10
Bad 20 20
Total 100 100
Inference
From the table it is clear that 10% of respondent felt about Jainson as
excellent, 70% of people felt as good, 10% of felt as ok, 20% of respondent felt as bad.
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7.1.22 The graphical table showing the service persons performance and attentiontowards the complaints
0
50
100
Same day 50 50
1-3 day 10 10
More than 3
days
20 20
More than a 20 20
No
of
%
of
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7.2 CHI-SQUARE
RESULT NO OF RESPONDENT
EXCELLENT 10
GOOD 70
OK 10
BAD 20
OBSERVED
FREQUENC
Y
EXPECTED
FREQUENC
Y
(O-E)^2 (O-E)^2/E
10 25 225 9
70 25 2025 81
10 25 225 9
20 25 25 1
100
Calculated Value = 100
Degree of freedom = (n-1)
=(4-1)
= 3
The table Value for 3 at 5% of significant
Cal Value > Table value
100>7.815
So we reject to null hypothesis there is significant relationship between
The sati factional level and customers.
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7.24 The table showing the respondents willing to recommend to their friends
colleagues and relatives
Result No of respondent % of respondentWilling to recommend 80 80
Not willing to recommend 20 20
Total 100 100
Inference
From the table it is clear that 80% of respondent willing to recommend
about Jainson to their, friends, relatives, and others, and 20% of respondents were
not willing to recommend.
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7.1.24 The graphical table showing the Willingness of Jainson customer to
recommend others.
0
20
40
60
80
100
Willing to
recommend
80 80
Not willing to
recommend
20 20
Total 100 100
No
of
% of
resp
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7.25 The showing the respondents who are willing to purchase again.
Result No of respondent % of respondent
Willing to purchase 80 80
Not willing to purchase 20 20
Total 100 100
Inference
From the table it is clear that 80% of respondent were willing to
purchase again but only 20% of respondent were not willing to purchase again.
7.1.25 The graphical table showing respondent who are willing to purchase again
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FINDINGS
1. 60% of the respondents bought the television, 35% of the respondents boughtrefrigerator and 15% of the respondents bought washing machine.
2. Out of 100 respondents who bought the products under different sessions.Forenoon session - 30%
Afternoon session - 10%
Evening session - 60%
3. Out of 100 respondents who bought the products under companions.Single - 10%
Family members - 40%Friends - 40%
Others - 10%
4. Out of 100 respondent who gave opinion about sales persons explanation in thefollowing manner.
10% of the respondents were not satisfied with the sales person
explanation about the product. So that, they had the negative opinion. But 90%of the respondents who satisfied with sales persons explanation about the
product.
5. 80% of respondents told that they were satisfied with the sales personsexplanation about all brand outlets available in the company. But only 20% of the
respondents were not satisfied about sales person explanation about all brand
outlets available in the company.
6. Out of 100% of respondents 90% of respondents satisfied with sales personswell informed about the product. But 10% were not satisfied.
7. Out of 100 respondents 90% of respondents were satisfied about products andbrand availability in Jainsons Corporation Limited. But 10% of customers told
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that they were not satisfied with product and brand availability in Jainsons
Corporation Limited.
8. It is found from the survey 90% of the respondents told that they were satisfiedabout sales persons attention about queries of customers. But 10% of customers
were not satisfied in sales persons attention about queries of customers.
9. 90% were satisfied with sales persons behaviour but 10% of respondentsdisappointed about sales persons attention and behaviour.
10.Price negotiation results as followsHighly Satisfied - 8%
Satisfied - 70%Not Satisfied - 20%
Highly dis-satisfied - 2%
11.The respondent who got promotional scheme offer as followsCash Discount - 20%
Gift - 32%
Neither - 48%
12.The respondent whose opinion about promotional scheme effectiveness.Excellent - 10%
Good - 30%
Ok - 20%
Bad - 40%
13.It is found from the survey that 90% of the respondents told that they weresatisfied about billing performance. They told as they were not waiting unduly forbilling but 10% of the customers were give negative result.
14.Out of 76 respondents who felt that their shopping experience of Jainsons asgiven below
Highly satisfaction - 5%
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Satisfaction - 85%
Not satisfaction - 8%
Highly dissatisfaction - 2%
15.The survey about duration of delivery as given belowDelivery committed same day - 50%
Delivery committed 1 to 3 days - 30%
More than 3 days - 10%
More than a week - 10%
16.Out of 100 respondents who felt about delivery buys performance as followsExcellent - 10%
Good - 60%Ok - 20%
Bad - 10%
17.The level of satisfaction about deliveries as followsHighly satisfied - 10%
Satisfied - 70%
Not satisfied - 20%
Highly not satisfied - 10%
18.It is found from the survey that 90% of respondents felt about demonstratorperformance as good, 5% of respondents felt it was bad but 5% of respondents
who felt about demonstrator performance as ok.
19.Out of 100 respondents 90% of respondents felt about performance of productpurchased from Jainsons were satisfied and remaining 10% respondent were not
satisfied about performance of Jainson.
20.It is found from the survey 80% of the respondents who got the after salesservice opportunity but 20% of respondents who didnt get after sales service
opportunity.
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21.The time taken to service their product from the registered time of complaint as
follows
Same day - 50%
1 to 3 days - 10%
More than 3 days - 20%More than a week - 20%
22.Out of 100 respondent who felt about service persons performance and attendedthe complaint
Excellent - 20%
Good - 50%
Ok - 20%
Bad - 10%
23.Out of 100 respondents who felt about Jainsons service performance comparewith other outlets as follows
Excellent - 10%
Good - 70%
Ok - 10%
Bad - 20%
24.It is found from the survey 80% of the respondents who willing to recommendabout Jainson to their, friend, relatives and colleagues but 20% would not willing
to recommend Jainson to their friends, relatives, and colleagues.
25.It is found from the survey 80% of respondents who were willing to purchase theJainson again and 20% of the respondents not willing to purchase in the Jainson
again.
26.Notable suggestion for the improvement of Jainsons Corporation Limited bycustomers are given below
(i) Some of the brands not available in Jainson =6%(ii) Sales person explanation should be good while no one should ignored
=2%
(iii) Cash discount should be given = 18%
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(iv) If announce any company gift offer (LG) you should properly received and
distribute customer you must take responsibility about gift offer = 10%
(v) Delivery should be committed at proper time = 6%(vi) Avoid un wanted delay when delivery committed = 6%(vii) You must take proper response to customer complaints = 8%(viii) Infrastructure of Jainson should be improved = 2%(ix) After sales service quality must be improved = 32%.
SUGGESTION
1. Service persons should attend the calls of the customers seriously.
2. If the company offers any gift to customers, the gift must to be promptly givento customers.
3. You may give some price discount to the regularly customers, for keepingcustomer permanently with you.
4. Some of the brand items are not available in Jainson Corporation Limited. Sothat customer feels disappointed, so that you should take step to avail all brands
in your company.
5. Particularly when customer buys the product in afternoon sessions, the salespersons are not responding properly. Some times customers are made to wait for
long time about one hour, so try to avoid these hassles.
6. Some of the customer feels the infrastructure is not good. They feel, in Jainsonthere are no A/C and all, so infrastructure should be developed.
During of the occasional time, the delivery time takes so long, some of companypeople hesitate to deliver the product to the customer, so you can do some special
arrangements during the occasional days. Some customers made delivery themselves.
You can avoid this through a special arrangement.
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10.1 CONCLUSION
From the survey conducted on the Jainsons Corporation Limited it
can be concluded that the performance of Jainsons Corporation Limited is appreciable.
The scope for this study was wide spread and only minor part was included in this study.Due care was taken to present the information in the best way. The responses given by
the customer are favourable responses. This indicates a bright future of Jainsons
Corporation Limited.
10.2 APPENDIX
CUSTOMER SATISFACTION SURVEY TOWARDS JAINSON
CORPORATION LTDDemographic details
1.1 Name :
1.2 Address :
1.3 Age : 20 29 ( ) 30 39 ( ) 40 and above ( )
1.4 Gender : Male ( ) Female ( )
1.5 Education : School ( ) Undergraduate ( )
Postgraduate ( ) Professional ( )
1.6 Occupation : Business ( ) Self Employed Professional ( )
Govt employee ( ) Private Sector employee ( )
Others ( )
1.7 Income level : < 10,000 ( ) 10,001 25000 ( ) Above 25,000 ( )
1.8 No of members in the family:
Male ( ) Female ( )
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Sales Encounter Details
2.1 Which of the following consumer durables did you buy from Jainsons ?a. Refrigerator ( ) b. Television ( ) c. Washing Machine ( )
2.2 Which brand did you purchase from Jainsons ?------------------------------------------
2.3 On which part of the day you made the purchase ?a. Forenoon ( ) b. Afternoon ( ) c. Evening ( )
2.4 Purchase Companions:a. Single ( ) b. With ----------------------
2.5 Did the salesperson explain to you features of the product in detail?a. Yes ( ) b. No ( )
2.6 Did the salesperson explain to you about all brands available in the outlet?
a. Yes ( ) b. No ( )
2.7 In your opinion did you find the salesperson well informed about the product?a. Yes ( ) b. No ( )
2.8 Are you satisfied with the range of products and brands available in the outlet?
a. Yes ( ) b. No ( )
2.9 Did the salesperson give you enough attention and answer all your queries?a. Yes ( ) b. No ( )
2.10 On the whole how will you rate the salespersons behaviour?
( ) ( ) ( ) ( )
Highly satisfied Satisfied Not Satisfied Highly dissatisfied
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2.11 Did you negotiate the price?a. Yes ( ) b. No ( )
2.12 Are you satisfied with your negotiation result?a. Yes ( ) b. No ( )
2.13 Did you purchase the product under any promotional scheme?a. Yes ( ) b. No ( )
If yes what did you get?
a. Cash discount ( ) b. Gift ( )
2.14 Did you have to wait unduly for the billing?a. Yes ( ) b. No ( )
2.15 Please indicate your satisfaction level with reference to shopping experience inJainsons :
( ) ( ) ( ) ( )
Highly satisfied Satisfied Not Satisfied Highly dissatisfied
Delivery and Demonstration
3.1 When was the delivery committed?a. Same day ( ) b. 1-3days ( ) c. More than 3 days ( )
3.2 Was the delivery made on time?a. Yes ( ) b. No ( )
If no mention the period of delay
3.3 In case of free delivery did the delivery boy ask you any tips?a. Yes ( ) b. No ( )
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3.4 Did the delivery boy open the carton, and set the product in the right place .a. Yes ( ) b. No ( )
3.5 Please indicate your satisfaction level on delivery :( ) ( ) ( ) ( )
Highly satisfied Satisfied Not Satisfied Highly dissatisfied
3.6 Did you ask for demonstration?a. Yes ( ) b. No ( )
If yes, answer the following questions:a. Did the demonstrator come on time ?
a. Yes ( ) b. No ( )
b. Are you satisfied with the demonstration?
a. Yes ( ) b. No ( )
Product performance, Service and Complaints handling
4.1 Are you satisfied with the performance of the product purchased from Jainsons: a. Yes ( ) b. No
( )
If no, what is the problem you have faced after purchase?
---------------------------------------------------------------------------------------
4.2 Did you get an opportunity to avail after sales services of the company?a. Yes ( ) b. No ( )
If yes, answer the following questions:
a. After you registered your complain how many days it took to respond to
your complaint?
a. Same day ( ) b.1-3days ( ) c. More than 3 days ( )
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b. Did the service personnel attend the complaint to your satisfaction and
answer all your queries on the first visit?
a. Yes ( ) b. No ( )
c. How was the behaviour of the service personnel with you?
a. Excellent ( ) b. Good ( ) c. Ok ( ) d. Bad ( )d. Are you happy with the response to your complaint?
a. Yes ( ) b. No ( )
e. How do you rate Jainsons in terms of service in comparison with other
Outlets?
a. Excellent ( ) b. Good ( ) c. Ok ( ) d. Bad ( )
4.3 Will you recommend Jainsons to your friends, colleagues and relatives?
a. Yes ( ) b. No ( )
4.4 Will you again make a purchase at Jainsons ?
a. Yes ( ) b. No ( )
If not, why?
---------------------------------------------------------------------------------------------------
4.5 Your valuable suggestions , if any for improvement in service at Jainsons :---------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------
Thank you
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10.3 BIBLIOGRAPHY
1. Philip Kolter, Marketing Management, Prentice Hall of India Private Limited,New Delhi 1992, 8thEdition Pp 35-59,130-142.
2. Dr.D.D.Sharma, Marketing Research, Sultanchand & Sons, New Delhi, 1997, 1stEdition Pp 149-161,192-201.
3. M.C Shukla, S.S.Gulshan, STATISTICS (Theory and Pratice)
4. Donald R.Cooper Pamela S.Schindler, Business Research Methods.