gwhirlpool project 5th sem

7/29/2019 Gwhirlpool Project 5th Sem

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SUMMER TRAINING REPORT

ON

CUSTOMER SATISFACTION

AT WHIRLPOOL

A Project Report submitted inA Project Report submitted in

partial fulfillment of the requirements forpartial fulfillment of the requirements for

BACHELOR OF BUSINESS ADMINISTRATIONBACHELOR OF BUSINESS ADMINISTRATION

ofof

GURU GOBIND SINGH INDRAPRASTHA UNIVERSITYGURU GOBIND SINGH INDRAPRASTHA UNIVERSITY

(SESSION 2010 2013)(SESSION 2010 2013)

SSubmitted by Under the Guidanceubmitted by Under the Guidance of:of:

Girish Nailwal Ms. Talvinder KaurGirish Nailwal Ms. Talvinder Kaur

RollNo:02250601710RollNo:02250601710 (ProjectGuide)(ProjectGuide)

BBA V Semester

NEW DELHI INSTITUTE OF MANAGEMENTNEW DELHI INSTITUTE OF MANAGEMENT

61, Tughalakabad Institutional Area, New Delhi 62


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Telephone: 29962605,606 Fax: 29956304

TABLE OF CONTENTS

TABLE OF CONTENTSS.NO. CONTENTS PAGE

NO.

ACKNOWLEDGEMENT 5

CERTIFICATE 6

EXECUTIVE SUMMARY 7

1 INTRODUCTION 8

1.1 Objective of the study 8

1.2 Scope of the study 9

1.3 Significance of study 9

1.4 limitations 9

2RESEARESEARCH METHODOLOGY 11

2.1 Universe 11

2.2 Sample size and sampling technique 11

2.3 Tools used for data collection 12

2.4 Procedure for data collection 12

2.5 Data presentation tools used 12

3 COMPANY PROFILE WHIRLPOOL 13

3.1 Company profile 13

3.2 Whirlpool mission 20

4 INTRODUCTION TO CUSTOMER SATISFACTION 25

4.1 Concept of customer satisfaction 25

4.2 Purpose of customer satisfaction 26

4.3 Construction of customer satisfaction 27

5 JOB DISCRIPTION 30

5.1 Students work profile 30

5.2 Key learning 30

6 DATA ANALYSIS 32

6.1 SWOT analysis 32

6.2 Findings based on questionnaire responses 34

7 CONCLUSION AND RECOMMENDATION 43

7.1 Conclusion 43

7.2 Recommendation 43

8 ANNEXURE 45

9 QUESTIONNARE 46

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LIST OF TABLES

TABLE NO. TABLE NAME PAGE NO.

Table no. 6.1 Purchase of whirlpoolconsumer durable

33

Table no. 6.2 Influencing parameter 34

Table no. 6.3 Preference of buyingwhirlpool consumerdurables

35

Table no. 6.4 Preference of buying 37

Table no. 6.5 Frequency of changingwhirlpool products

38

Table no. 6.6 Financing scheme topurchase whirlpool product

39

Table no. 6.7 Warranty period of whirlpool products

40

Table no. 6.8 Whirlpool product partsunder warranty

41

Table no. 6.9 After sales service 42

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LIST OF FIGURES

FIGURE NO. FIGURE NAME PAGE NO.

Table no. 6.1 Purchase of whirlpoolconsumer durable

33

Table no. 6.2 Influencing parameter 34

Table no. 6.3 Preference of buyingwhirlpool consumerdurables

35

Table no. 6.4 Preference of buying 37

Table no. 6.5 Frequency of changingwhirlpool products

38

Table no. 6.6 Financing scheme topurchase whirlpool product

39

Table no. 6.7 Warranty period of whirlpool products

40

Table no. 6.8 Whirlpool product partsunder warranty

41

Table no. 6.9 After sales service 42

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ACKNOWLEDGEMENT

This study would not have been possible without the cooperation of andgenerous help from a number of people. While it may not be possible for

me to express my gratitude to all of them individually, I wish to place on

my record my appreciation to them for all the help they extended to me

during the project.

I am extremely thankful to Ms. Talvinder KaurMs. Talvinder Kaur for her support and

guidance to complete this project.

I am thankful to some of the officers at Whirlpool for sharing with me a lot

of valuable needed information.

The report was completed successfully because of the grace of the god and

the blessings of my parents.

Girish NailwalGirish Nailwal

0225060171002250601710

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CERTIFICATE

This is to certify that Student Name student of NEW DELHI

INSTITUTE OF MANAGEMENT has successfully completed

his summer training report on Customer Satisfaction at

Whirlpool is a original study done by him under my guidance

and supervision. This project has been completed to my

satisfaction.

Ms. Talvinder KaurMs. Talvinder Kaur

(PROJECT GUIDE)

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EXECUTIVE SUMMARY

The main aim of marketing is meeting and satisfy target. Customers need and wants

buyer behavior refers to the peoples or organization conduct activities and together with

the impact of various influences on them towards making decision on purchase of

product and service in a market. The field of consumer behavior studies how

individuals, groups and organization select, buy, use and dispose of goods, service,

ideas, or experience to satisfy their needs and desires understanding consumer behavior

and knowing customer are never simple. The wealth of products and service produced

in a country make our economy strong. The behavior of human being during the

purchase is being termed as Buyer Behavior. Customer says one thing but do another.

They may not be in touch with their deeper motivations. They are responding to

Influences that change their mind at the last minute. A buyer makes take a decision

whether save or spend the money.

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CHAPTER 1

INTRODUCTION

In general satisfaction is a person's feelings ofpleasure or disappointment resulting

from comparing a products perceived performance relation to his/her expectations. If

the performance falls short ofexpectation, the customer is dissatisfied. If the

performance matches the expectation customer is satisfied. If the performance exceeds

the expectation the customer is highly satisfied. Customer satisfaction cannot be very

difficult.

Customer satisfaction is a marketing tool and a definite value added benefit. It is often

perceived by customers as important as the primary productor service your organization

offers. It looks at what is involved from 3 different angles, the first is from the view of

an organization wishing to understand, and measures, how satisfied its customer are

with the products and services they receive from it. The second is from the perspective

of are search agency that has been asked to obtain feedback from customers and about

their experiences when dealing with companies. Finally it considers the issue fromthe perspective ofconsumers who participate in surveys, including both business

customers and members of general public.

.

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1.2 Objectives of the Study

The study focus Whirlpool and its competitors

The study reflects the various marketing strategies adopted by Whirlpool.

To study the brand image of WHIRLPOOL INDIA LTD.

Proper understanding of promotional tools prevailing in the company.

To assess the customer satisfaction level

To suggest the ways to promote WHIRLPOOL INDIA LTD.

To know strength, weakness, opportunities and threat of WHIRLPOOL INDIA

LTD

The objectives of study is to gain knowledge about the marketing mix offeredby the company

1.3 Scope of the Study

This study focuses on overall industry.

This study is to gain knowledge about the company.

This study has an overview of Whirlpool Company or organization.

This study focuses on Whirlpool and its competitors.

This study gives information about the competitors in the industry

1.4 Significance of the Study

Since we did not had the privilege to work on a large scale, so many finding and

recommendations may not be as much in tune with their ground realities as may

be considered desirable.

Getting accurate responses from the respondents due to their inherent problems

were difficult. They were partial, and refused to cooperate.

Last but not the least, the time constraint faced in the project might haveaffected the comprehensiveness of its findings

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1.5 Limitations

The chance of biased response cannot be eliminated though all necessary steps were

taken to avoid the same.

The time constraints faced in the project might have affected the comprehensiveness

of its findings.

The respondents would not have divulged all the information needed because of

some of its company policies.

The source of data for the study was primary data with the help of self-administered

questionnaire. Hence, the chances of unbiased information are less.

The analysis is purely on the basis of the secondary data, hence it may suffer from

accurate statistics and may have the limitation due to the absence of first hand

information.

The other major limitation was of time and non-availability of the concerned

persons at times.

The data taken from the secondary source like internet, newspaper, books may lack

some proper explanation or may be not correctly interpreted.

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CHAPTER 2

RESEARCH METHODOLOGY

Research simply means a search for facts answers to questions and solution to

problems. It seeks to find explanations to unexplained phenomena, to clarify the

doubtful propositions and to correct the misconceived facts. Research is the systematic

activity to achieve the truth. Research includes the procedure of collecting data,

analyzing the data and finding the conclusion or truth.

The Encyclopedia of social sciences, defined research as The manipulation of

generalizing, extending, correcting or verifying knowledge Research is considered

to be more objective, methodical, well-determined process of investigation. According

to Clifford Woody, Research comprises defining and redefining problems,

formulating hypothesis or suggested solutions; collecting, organizing and evaluating

data; making deductions and reaching conclusions; and at last carefully testing the

conclusions to determine whether they fit the formulating hypothesis.

The purpose of research is to seek answers to problems through the application of

scientific methodology, which guarantees that the information is reliable and unbiased.

2.1 Universe

All items in any field of enquiry constitute a Universe or Population. A complete

enumeration of all items in the population is known as a census enquiry. The universe

includes all the customers who buy consumer durables

2.2 Sample size and sampling technique

For the purpose of this study a sample of 100 customers who buy consumer durables of

whirlpool were selected. A questionnaire having questions was administered to them to

ask about the level of satisfaction after using whirlpool products.

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TYPE OF RESEARCH Descriptive Research

SAMPLE UNIT 100 customers who bought the products of

whirlpool.

SAMPLE SIZE 100 customers

TYPE OF QUESTION Close ended & open-Ended

TYPE OF QUESTIONNAIRE Structured and non Disguised

2.3 Tools Used For Data Collection

Primary data collected through questionnaires and informal interviews.

Secondary data collected through magazines, journals, websites, and other

corporate publications.

2.4 Procedure for Data Collection

Visiting the various organizations, libraries, internet and also preparation of thequestionnaire with the help of the project guide.

Communication, asking questions and receiving a response in person.

2.5 Data Presentation Tools Used

Pie Charts

Bar diagrams

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CHAPTER 3

COMPANY PROFILE - Whirlpool

3.1 COMPANY PROFILE

Whirlpool of India Ltd is a leading manufacturer of home appliances. The company is

primarily engaged in manufacturing and trading of Refrigerators, Washing Machines,

Air Conditioners, Microwave Ovens and small appliances and caters to both domestic

and international markets. They also provide services in the area of product

development, information technology, accounting and procurement services to

Whirlpool Corporation, USA and other group companies. The company owns three

state-of-the-art manufacturing facilities at Faridabad, Pondicherry and Pune. Each of

these manufacturing set-ups features an infrastructure that is witness of Whirlpool's

commitment to consumer interests and advanced technology. The company exports

their product to Russia and East European countries and exports small appliances to the

USA under the Kitchen Aid brand. Whirlpool of India Ltd was incorporated in the year1960 as Kelvinator of India Ltd. The company was formed in collaboration with

Kelvinator International Corporation, USA for the manufacture of refrigerators

compressors and allied products. In the year 1974, they established a factory for the

manufacture of electrical grade stampings in collaboration with Thermal Refrigeration

Ltd, UK. In the year 1975, the company established a modern tool room for the

manufacture of tools dies jigs and fixtures. In the year 1976, they established a factory

for the manufacture of electromechanical cash registers in collaboration with Gross

Cash Registers Ltd, UK. Aravalli Svachalit Vahan Ltd, a sick unit at Alwar merged

with the company with effect from May 26, 1982. In the year 1985, the company

entered into a collaboration agreement with White Consolidated Industries Inc, USA for

the manufacture of washing machines. In the year 1986, they introduced a 300-litre 2-

door refrigerator for the lower and middle class consumers. In addition, they introduced

a single speed (VIP-1) and 3-speed kick-start (VIP-3) along with two new models of

cash registers. In the year 1993, the company entered into a tie-up with Whirlpool

Corporation USA whereby Whirlpool contracted to purchase from White Consolidated

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Industries Inc, USA. Also, Expo Machinery Ltd, a wholly owned subsidiary merged

with the company. In November 1995, the Whirlpool brand was launched along with a

new 310-litre refrigerator. In the year 1996, Whirlpool Washing Machines Ltd merged

with the Kelvinator India Ltd and the company changed their name from Kelvinator of

India Ltd to Whirlpool of India Ltd. The Pondicherry washer unit introduced a re-styled

version of a fully Automatic Washing machine and a 3.5 Kg Twin-tub machine under

the Whirlpool brand. In the year 1997, the company signed an MoU with Intrinsic

Automation System Pvt Ltd for the hiving off their electronic cash register division.

They launched a venture consumer finance company in association with Apple

Industries. In the year 1998, the company launched range of state of the art non-CFC

frost-free refrigerators. In September 1998, Whirlpool Financial India Pvt Ltd another

group company of whirlpool Corporation and a wholly owned subsidiary of Whirlpool

Financial Mauritius Ltd merged with the company. In the year 2000, the company

expanded their product range by launching Airconditioners and Microwave Ovens for

the first time. In the year 2001, they launched an indigenously developed Coffee

Grinder, Bag Dryer and Voltage Stabilizer. In the year 2002, they launched Magic Cool

series of Airconditioners, both Windows and Split type. During the year 2003-04, the

company won a major order for Manufacturing and Export of Portable Home

Appliances for the US market under the prestigious 'KitchenAid' brand. The company

converted a part of the Pondicherry facility into an Export Oriented Unit to maximize

the benefits and promote further exports. In December 2003, they launched a new range

of Fully Automatic Washing Machines. In May 2004, the company launched new

refrigerators in the 'ice magic frost-free range'. They entered into a distribution tie up

with Faber India during the year. In April 2005, the company launched 'Genius' a direct

cool refrigerator of 180 litres and premium range of window air-conditioners, namely

'MagicCool'. They also launched new Iceberg refrigerators during the year. During the

year 2005-06, the company opened four new call centres in B class towns & non-metro

cities to facilitate easy consumer access. In addition, as a part of the process innovation

initiative, 'Hotlines' were installed in key trade partners? locations to provide direct link

to the call centres and service partners. During the year 2006-07, the company launched

two new refrigerators, Whirlpool Delight in low capacity Frost Free and Fusion in high

capacity Direct Cool. In April 2006, the company launched a Washing Machine -

Splash, which is Fully Automatic Top Load. In September 2006, they launched Sparkle

and Verve in the Semi Automatic Washing Machine segment and Sensation Classic in

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Fully Automatic Front Load. In addition, they launched a Microwave (Jet Chef) during

the year. During the year 2007-08, the company introduced Whirlpool Microwave

Ovens with sixth sense technology. They also launched Power Inverters during the year.

In July 2007, the company introduced a stylish and highly featured range of Built-In

appliances, imported from Whirlpool Europe. In January 2008, they introduced

Whirlpool Purafresh, a range of Water Purifiers throughout the country. The company

was also awarded the NDTV Profit Business and Leadership Award 2008 for 'The Best

Consumer Durables Company' as an industry leader. In April-May 2008, the entire

range in Direct Cool was refreshed with the re-launch of Genius and Fusion brands. In

October 2008, the Direct Cool range was augmented with the launch of Fusion 180-

litre, the first product in the entry level to have a frost control feature. In January 2009,

they launched a completely new range of fully automatic top load and front load

washing machines, including the high capacity models, under White Magic and

Professional brands. The semi-automatic ranges were also augmented with a 'plastic

cabinet' washing machines.

.

Whirlpool Corporation entered India in the late 80s and today has grown to become

one of the leading manufacturers and marketers of major home appliances in India.

Whirlpool Corporation entered into a joint venture agreement with TVS group to

produce automatic washers at a plant set up in Pondicherry. A modest beginning was

made to establish the Whirlpool brand in India. In 1995 Whirlpool Corporation

acquired Kelvinator of India Limited and entered into the Refrigerator market in India.

In late 1995 majority ownership was gained in the TVS joint venture and the two

entities were merged to form Whirlpool of India Limited in 1996.

Whirlpool Corporation is a global manufacturer and marketer of major home

appliances. The company manufactures in 13 countries and markets products in

approximately 170 countries under 11 major brand names such as Whirlpool, Maytag

Kitchen Aid, Roper, Estate, Bauknecht, Laden and Ignis

Whirlpools commitment to the Indian operation has resulted in the setting up of a state-

of-the-art facility for the manufacture of no frost refrigerators at Ranjangaon near Pune.

This facility has set the standards as one of the worlds front runners in environmentally

sensitive eco-friendly manufacturing units.

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Whirlpool has the distinction of having ISO certification for all its facilities in India.

The refrigerator facility is located at Faridabad and manufactures a complete range of

direct cool refrigerators. With the infusion of technology, machinery and streamlining

the processes the capacity of this plant was increased from 700,000 to 1,000,000

annually.

The washer facility is located at Pondicherry and manufactures both fully automatic and

semi automatic washers. Constant feedback is taken from the consumers resulting in

products being continuously upgrade in features and in styling.

Products manufactured in the above facilities match Whirlpools global standards and

are exported to over 70 countries across the globe. Whirlpool of India is today Indias

largest exporter of home appliance and has been approved as an Export House.

PROFILE OF COMPANY

Whirlpool is a swirling body ofwaterusually produced

by oceantides. The vast majority of whirlpools are not very powerful. More powerful

ones are more properly termed maelstroms.Vortex is the proper term for any

whirlpool that has adowndraft.

Whirlpool, right from its inception in 1911 as first commercial manufacturer of

motorized washers to the current market position of being worlds number one

manufacturer and marketer of major home appliances, has always set industry

milestones and benchmarks. The parent company (Whirlpool Corporation) is

headquartered at Benton Harbor, Michigan, USA with a global presence in over 170

countries and manufacturing operation in 13 countries with 11 major brand names such

as Whirlpool, KitchenAid, Roper, Estate, Bauknecht, Laden and Ignis. The company

boasts of resources and capabilities beyond achievable feat of any other in the industry.

Whirlpool Corporation (NYSE: WHR) is a Fortune 500 company and a global

manufacturer and marketer of major home appliances,with annual sales of

approximately $18 billion, more than 73,000 employees, and more than 70

16
http://en.wikipedia.org/wiki/Waterhttp://en.wikipedia.org/wiki/Tideshttp://en.wikipedia.org/wiki/Tideshttp://en.wikipedia.org/wiki/Maelstromhttp://en.wikipedia.org/wiki/Maelstromhttp://en.wikipedia.org/wiki/Vortexhttp://en.wikipedia.org/wiki/Downdrafthttp://en.wikipedia.org/wiki/Downdrafthttp://en.wikipedia.org/wiki/Tideshttp://en.wikipedia.org/wiki/Maelstromhttp://en.wikipedia.org/wiki/Vortexhttp://en.wikipedia.org/wiki/Downdrafthttp://en.wikipedia.org/wiki/Water


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manufacturing and technology research centers around the world. After acquiring the

Maytag Corporation on March 31, 2006, Whirlpool Corporation became the largest

home appliance maker in the world.

Whirlpool initiated its international expansion in 1958 by entering Brazil. However, it

emerged as truly global leader in the 1980s. This encouraging trend brought the

company to India in the late 1980s. It forayed into the market under a joint venture with

TVS group and established the first Whirlpool manufacturing facility in Pondicherry.

Soon Whirlpool acquired Kelvinator India Limited in 1995 and marked an entry into

Indian refrigerator market as well.

The same year also saw acquisition of major share in TVS joint venture and later in

1996, Kelvinator and TVS acquisitions were merged to create Indian home appliance

leader of the future, Whirlpool India. This expanded the companys portfolio in the

Indian subcontinent to washing machines, refrigerator, microwave ovens and air

conditioners.

Today, Whirlpool is the most recognized brand in home appliances in India and holds a

market share of over 25%. The company owns three state-of-the-art manufacturing

facilities at Faridabad, Pondicherry and Pune. Each of these manufacturing set-ups

features an infrastructure that is witness of Whirlpools commitment to consumer

interests and advanced technology.

In the year ending in March 06, the annual turnover of the company for its Indian

enterprise was Rs.1,375 Crores. According to IMRB surveys Whirlpool enjoys the

status of the single largest refrigerator and second largest washing machine brand in

India.

The companys brand and image speaks of its commitment to the homemaker from

every aspect of its functioning. It has derived its functioning principles out of an

undaunted partnership with the homemakers and thus a slogan of You and whirlpool,

the worlds best homemaker dots its promotional campaigns.

Whirlpool has the distinction of having ISO certification for all its facilities in India.

The refrigerator facility is located at Faridabad and manufactures a complete range of

direct cool refrigerators. With the infusion of technology, machinery and streamlining

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the processes the capacity of this plant was increased from 700,000 to 1,000,000

annually.

Whirlpools commitment to the Indian operation has resulted in the setting up of a state-

of-the-art facility for the manufacture of no frost refrigerators at Ranjangaon near Pune.

This facility has set the standards as one of the worlds front runners in environmentally

sensitive eco-friendly manufacturing units.

The washer facility is located at Pondicherry and manufactures both fully automatic and

semi automatic washers. Constant feedback is taken from the consumers resulting in

products being continuously upgrade in features and in styling.

Products manufactured in the above facilities match Whirlpools global standards and

are exported to over 70 countries across the globe. Whirlpool of India is today Indias

largest exporter of home appliance and has been approved as an Export House.

Design Engineering is being developed as a core competency for Whirlpool of India. A

step in the direction has resulted in the setting up of Regional Technology Centres at

Pune focussing on refrigerators and at Pondicherry for washers. This will provide WOI

with a competitive edge in speedy customisation of products suited to consumer needs.

In the second phase of developing this core competency Whirlpool set up a Global

Technology Centre at Pune in 2002 to provide design support for the global

organisation. A design and development centre for Whirlpools global small appliances

brand Kitchenaid has also been set up at Pondicherry. The already strong manufacturing

and technology infrastructure was augmented by the establishment of a Global

Consumer Design centre for Asia in New Delhi in 2005

Whirlpool Indias products range from Refrigerators, Washing Machines, 100% Dryers,

Air conditioners, Oil Filled Heaters, Microwave Ovens, Purafresh RO Range, to Home

UPS Systems.

Thus, in short the history of the company can be stated as below:

1908: The first Automatic washer was launched to public in late 1908, by 1900

Corporation which in 1911 was renamed to Upton Machine Company.

1957: The Company was rechristened as ' The Whirlpool Corporation.'

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1958: The Company moved out of country for the first time and invested in Brazilian

appliance market through purchase of equity in Multibras S.A.

1987: Whirlpool tied-up with Sundaram Clayton Ltd. of India to form Whirlpool Ltd.

1993: First time Whirlpool became the No.1 stand-alone brand in UK, Ireland,

Netherlands and Belgium

1995: Whirlpool Corp. acquired majority of stake in the TVS Whirlpool Ltd. The DC

manufacturing facility of Kelvinator India was also acquired.

1996: Whirlpool Washing Machines Ltd. and Kelvinator India Ltd. merged together to

form Whirlpool of India Ltd

1999: Whirlpool of India crossed the milestone of 1 million sales of appliances.

2006: Whirlpool Corporation acquires Maytag and become the Worlds largest white

goods company.

2007: Received the 2007 Cause Marketing Golden Halo Award for Business, America's

highest honor for companies and organizations that give back to the community through

creative and effective cause marketing campaigns

2008: Named one of the 2008 Worlds Most Ethical Companies by Ethisphere

magazine

2008: Whirlpool OF India was awarded the NDTV Profit Business & Leadership

Award 2008 for The Best Consumer Durables Company

2009: Whirlpool was voted Product of the Year and received the award for the 'Best

Innovative Product' in the popular refrigerators category. This was based on 40,000

consumers across 36 towns in India voting Whirlpool Frost Free Refrigerators with 6th

sense as the Best Innovation in the Popular Refrigerator Category.

2009: Named one of the 100 Best Corporate Citizens by Chief Responsibility Officer

(formerly Business Ethics) magazine in 2009 and from 2000-2007

2009: Hewitt Best Employers in India 2009 Study

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Whirlpool vision

Every Home Everywhere with Pride, Passion and Performance

This vision statement reinforces that every home is their domain, every

customer and customer activity is their opportunity. This vision fuels the passion that

they have for customers, pushing towards to provide innovative solutions to uniquely

meet their needs.

Pride... in work and each other

Performance... that excites and rewards global investors with superior returns

Passion... for creating unmatched customer loyalty for their brands

3.2 Whirlpool mission

Everyone, Passionately Creating Loyal Customers for Life

Whirlpool mission defines the focus and what it does differently to create value. Its a

company of people captivated with creating loyal customers. From every job, acrossevery contact, it builds unmatched customer loyaltyone customer at a time.

Whirlpool values:

The companys values are constant and define the way that all Whirlpool Corporation

employees are expected to behave and conduct business everywhere in the world.

Diversity and Inclusion It maintains the broad diversity of Whirlpool people

andideas. Diversity honors differences, while inclusion allows everyone to contribute.

Together, it creates value.

Respect Trust one another as individuals and value the capabilities and contributions

of each person.

Integrity It conducts all aspects of business honorably ever mindful of thelongtime Whirlpool Corporation belief that there is no right way to do a wrong thing.

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Teamwork It recognizes that pride results in working together to unleash everyones

potential, achieving exceptional results.

Spirit of Winning The company promotes a Whirlpool culture that enables

individuals and teams to reach and take pride in extraordinary results and further inspire

the "Spirit of Winning" in everyone.

Innovation:

Whirlpool Corporation firmly believes innovative thinking comes from

everyone, everywhere. Nearly 10 years ago, they launched a worldwide effort to instill

innovation as a core competency throughout the entire organization. Since then,

Whirlpool employees worldwide have participated in and contributed to innovation-

related activities resulting in new ideas, products and services; thus delivering real

value to consumers in ways never before seen in either the company or the home

appliance industry.

Innovation attracts consumers to the wide portfolio of brands; Whirlpool

Corporation generated more than $2.5 billion of worldwide revenue from product

innovationswell exceeding projected targets for the yearand the robust pipeline of$4.5 billion will allow for continued growth over time

Focused on embedding innovation as a core competency, Whirlpool

Corporation has made a long-standing investment to build this competency. This

investment includes redesigning business processes, training thousands of employees,

building an innovation management system and changing the culture of the company.

Promising entity of the company

Whirlpool Corporation is committed in building products that consumers around

the world can rely upon to meet their daily needs. This commitment to quality begins in

the concept stages and continues throughout the lifetime of the appliance. The result of

these efforts is a sustainable and competitive advantage for the company.

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Globally, Whirlpool Corporation manufactures products using principles of

lean manufacturing and operational excellence to ensure continuous improvement of

processes and to produce products that meet the company's high-quality standards.

At Whirlpool, there is a constant focus on seeking out new and unique ways to

improve the function, performance and sustainability of their products.

The ring of promise circling the Whirlpool Corporation logo

The ring around the whirlpool logo clearly shows how the company

encompasses with a promising nature in developing a individual customer loyalty with

its services .

CELEBRATORY ENDORSEMENT BY KAJOL & AJAY DEVGAN

Beautiful and Vivacious Kajol

Like a fresh breath, Kajol wafted into the film world

that thrived on predetermined codes of demeanor. She

carries the halo of spontaneity. Kajol swept across

millions of hearts with her energetic pace. Her

vivaciousness and frisky persona proved contagiousand singularly her own in the contemporary scene.

Kajol has made a distinctive indent into the Hindi film

industry. Though she has the girl next door image and

is not as glamorous as the others in her field, Kajol is

outstanding in her acting. The flexibility of her acting

can be seen from the various characters done by this

natural actress. She gives more attention to her acting

than the financial success of a film.

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Kajol's eventful journey from 'Bekhudi' to 'Fanaa' shows the power of her versatility,

sheer hard work and dedication towards art behind all of her roles. She doesn't give

more importance to publicity or celebrity because she believes acting is purely a

profession .

Kajol has come to stay in the industry as a mainstream actress with an inimitable

charm and liveliness coupled with the talent that renders eye-filling performances. Her

reel life image is not diverse from her real-life image. She is as outspoken and lively as

she seems in her characters in the films. Bold and beautiful-Kajol has won millions of

hearts with her impish vivacity within a short span. No wonder then that Kajol is rated

as superb among her generation of leading ladies.

On association with Whirlpool:

"Whirlpool believes in providing world-class quality to its consumers. Whirlpool is a

'Perfect partner to the demanding homemaker' of today. Whirlpool's products are

stylish, modern and contemporary with elegant looks and reflect the sense of pride

homemakers take in choosing them for their homes."

The intense emotional hero Ajay Devgan

Ajay Devgan, known more for his intense acting

abilities carved a niche for himself as an actor. Ajay

is one actor who has gained stardom on the merit of

his performances, not based on Bollywood-style

good looks. Earlier known as a dhishum dhishum

action hero, Ajay shifted his image to a romantic

lead, setting the trend with Ishq, a soft romantic

comedy paired opposite wife- Kajol. The image

became much prominent with Pyaar To Hona HiTha, bringing out his softer side. Then there was no

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looking back for Ajay. It became a habit for him to

deliver emotional roles par excellence.

Ajay was sky high with his looks, performances and the choice of films, which defined

his characters.

Ajay's popularity has increased in leaps and bounds with outstanding performances in

recent films like Gangajal, Apaharan, Omkara. Ajay is rated as one of the best actors

of the Indian cinema. Amitabh Bachchan once called Ajay Devgan the `Dark Horse' of

the film industry. Yes, the Dark Horse is now winning races with regularity, leaving

the more favored glamour breeds way behind. Ajay is most definitely one of the finest

actors we have and definitely worth applause.

On association with Whirlpool:

"Whirlpool brand has successfully emulated the dreams, aspirations and expectations

of Indian home maker through the years. It symbolizes a relationship based on

equality, love and romance, which is why I agreed to represent the brand," declares

Ajay Devgan. " We are very pleased to be associated with Whirlpool the leaders in

home appliances, he adds.

CHAPTER 4

INTRODUCTION TO CUSTOMER SATISFACTION

4.1 Concept of customer satisfaction

Customer satisfaction, a term frequently used in marketing, is a measure of how

products and services supplied by a company meet or surpass customer expectation.

Customer satisfaction is defined as "the number of customers, or percentage of total

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customers, whose reported experience with a firm, its products, or its services (ratings)

exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing

managers, 71 percent responded that they found a customer satisfaction metric very

useful in managing and monitoring their businesses.

"Within organizations, customer satisfaction ratings can have powerful effects. They

focus employees on the importance of fulfilling customers expectations. Furthermore,

when these ratings dip, they warn of problems that can affect sales and profitability. . . .

These metrics quantify an important dynamic. When a brand has loyal customers, it

gains positive word-of-mouth marketing, which is both free and highly effective."

It is seen as a key performance indicator within business and is often part of a BalancedScorecard. In a competitive marketplace where businesses compete for customers,

customer satisfaction is seen as a key differentiator and increasingly has become a key

element of business strategy

Therefore, it is essential for businesses to effectively manage customer satisfaction. To

be able do this, firms need reliable and representative measures of satisfaction.

The importance of customer satisfaction diminishes when a firm has

increasedbargaining power. For example, cell phoneplan providers, such

as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few

suppliers of a certain product or service exist. As such, many cell phone plan contracts

have a lot offine print with provisions that they would never get away if there were,

say, a hundred cell phone plan providers, because customer satisfaction would be way

too low, and customers would easily have the option of leaving for a better contract

offer.

"In researching satisfaction, firms generally ask customers whether their product or

service has met or exceeded expectations. Thus, expectations are a key factor behind

satisfaction. When customers have high expectations and the reality falls short, they

will be disappointed and will likely rate their experience as less than satisfying. For this

reason, a luxury resort, for example, might receive a lower satisfaction rating than a

budget moteleven though its facilities and service would be deemed superior in

'absolute' terms."

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There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms.

4.2 Purpose of customer satisfaction

"Customer satisfaction provides a leading indicator of consumer purchase intentions

and loyalty." "Customer satisfaction data are among the most frequently collected

indicators of market perceptions. Their principal use is twofold:"[1]

1. "Within organizations, the collection, analysis and dissemination of these data

send a message about the importance of tending to customers and ensuring that

they have a positive experience with the companys goods and services." [1]

2. "Although sales or market share can indicate how well a firm is

performing currently, satisfaction is perhaps the best indicator of how likely it is

that the firms customers will make further purchases in the future. Much

research has focused on the relationship between customer satisfaction and

retention. Studies indicate that the ramifications of satisfaction are most strongly

realized at the extremes." On a five-point scale, "individuals who rate their

satisfaction level as '5' are likely to become return customers and might even

evangelize for the firm. (A second important metric related to satisfaction is

willingness to recommend. This metric is defined as "The percentage of

surveyed customers who indicate that they would recommend a brand to

friends." When a customer is satisfied with a product, he or she might

recommend it to friends, relatives and colleagues. This can be a powerful

marketing advantage.) "Individuals who rate their satisfaction level as '1,' by

contrast, are unlikely to return. Further, they can hurt the firm by making

negative comments about it to prospective customers. Willingness to

recommend is a key metric relating to customer satisfaction."

4.3 Construction of customer satisfaction

Organizations need to retain existing customers while targeting non-

customers. Measuring customer satisfaction provides an indication of how successful

the organization is at providing products and/or services to the marketplace.

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"Customer satisfaction is measured at the individual level, but it is almost always

reported at an aggregate level. It can be, and often is, measured along various

dimensions. A hotel, for example, might ask customers to rate their experience with its

front desk and check-in service, with the room, with the amenities in the room, with the

restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about

overall satisfaction 'with your stay.'"

As research on consumption experiences grows, evidence suggests that consumers

purchase goods and services for a combination of two types of benefits: hedonic and

utilitarian. Hedonic benefits are associated with the sensory and experiential attributes

of the product. Utilitarian benefits of a product are associated with the more

instrumental and functional attributes of the product (Batra and Athola 1990).

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

product/service to product/service. The state of satisfaction depends on a number of

both psychological and physical variables which correlate with satisfaction behaviors

such as return and recommend rate. The level of satisfaction can also vary depending on

other options the customer may have and other products against which the customer can

compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988

provides the basis for the measurement of customer satisfaction with a service by using

the gap between the customer's expectation of performance and their perceived

experience of performance. This provides the measurer with a satisfaction "gap" which

is objective and quantitative in nature. Work done by Cronin and Taylor propose the

"confirmation/disconfirmation" theory of combining the "gap" described by

Parasuraman, Zeithaml and Berry as two different measures (perception and

expectation of performance) into a single measurement of performance according to

expectation.

The usual measures of customer satisfaction involve a survey with a set of statements

using a Likert Technique or scale. The customer is asked to evaluate each statement and

in term of their perception and expectation of performance of the organization being

measured. Their satisfaction is generally measured on a five-point scale.

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"Customer satisfaction data can also be collected on a 10-point scale."

"Regardless of the scale used, the objective is to measure customers perceived

satisfaction with their experience of a firms offerings." It is essential for firms to

effectively manage customer satisfaction. To be able do this, we need accurate

measurement of satisfaction.

Good quality measures need to have high satisfaction loadings, good reliability, and low

error variances. In an empirical study comparing commonly used satisfaction measuresit was found that two multi-item semantic differential scales performed best across both

hedonic and utilitarian service consumption contexts. According to studies by Wirtz &

Lee (2003), they identified a six-item 7-point semantic differential scale (e.g., Oliver

and Swan 1983), which is a six-item 7-point bipolar scale, that consistently performed

best across both hedonic and utilitarian services. It loaded most highly on satisfaction,

had the highest item reliability, and had by far the lowest error variance across both

studies. In the study, the six items asked respondents evaluation of their most recent

experience with ATM services and ice cream restaurant, along seven points within

these six items: please me to displeased me, contented with to disgusted with, very

satisfied with to very dissatisfied with, did a good job for me to did a poor job for

me, wise choice topoor choice and happy with to unhappy with.

A semantic differential (4 items) scale (e.g., Eroglu and Machleit 1990), which is a

four-item 7-point bipolar scale, was the second best performing measure, which was

again consistent across both contexts. In the study, respondents were asked to evaluate

their experience with both products, along seven points within these four items:

satisfiedtodissatisfied, favorable to unfavorable, pleasantto unpleasant and I

like it very much toI didnt like it at all.

The third best scale was single-item percentage measure, a one-item 7-point bipolar

scale (e.g., Westbrook 1980). Again, the respondents were asked to evaluate their

experience on both ATM services and ice cream restaurants, along seven points within

delightedto terrible.

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It seems that dependent on a trade-off between length of the questionnaire and quality

of satisfaction measure, these scales seem to be good options for measuring customer

satisfaction in academic and applied studies research alike. All other measures tested

consistently performed worse than the top three measures, and/or their performance

varied significantly across the two service contexts in their study. These results suggest

that more careful pretesting would be prudent should these measures be used.

Finally, all measures captured both affective and cognitive aspects of satisfaction,

independent of their scale anchors. Affective measures capture a consumers attitude

(liking/disliking) towards a product, which can result from any product information or

experience. On the other hand, cognitive element is defined as an appraisal or

conclusion on how the products performance compared against expectations (or

exceeded or fell short of expectations), was useful (or not useful), fit the situation (or

did not fit), exceeded the requirements of the situation (or did not exceed)

CHAPTER 5

Job Description

5.1 STUDENTS WORKPROFILE (ROLE AND RESPONSIBILITIES)

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Measure the effectiveness of marketing, advertising, and communications

programs and strategies.

Devise and evaluate methods and procedures for collecting data (such as

surveys, opinion polls, or questionnaires), or arrange to obtain existing data. Collect and analyze data on customer demographics, preferences, needs, and

buying habits to identify potential markets and factors affecting product

demand.

Prepare reports of findings, illustrating data graphically and translating complex

findings into written text.

Measure and assess customer and employee satisfaction.

Forecast and track marketing and sales trends, analyzing collected data.

Seek and provide information to help companies determine their position in the

marketplace.

Conduct research on consumer opinions and marketing strategies, collaborating

with marketing professionals, statisticians, pollsters, and other professionals.

Attend staff conferences to provide management with information and proposals

concerning the promotion, distribution, design, and pricing of company products

or services.

Gather data on competitors and analyze their prices, sales, and method of

marketing and distribution.

Monitor industry statistics and follow trends in trade literature.

Develop and implement procedures for identifying advertising needs.

Direct trained survey interviewers.

5.2 KEY LEARNINGS

The most efficient and economical way to measure customer satisfaction is to create

customer satisfaction surveys with the help of a survey software solution. An

advanced survey software solution can manage multi-mode survey research

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methods produce the same survey in different formats; includingonline surveys,

email surveys, paper surveys, mobile surveys, kiosk surveys, and telephone

surveys depending on the best way to reach your customer base. Customer

satisfaction surveys are designed to give you anonymous and unambiguous insight

into your customers thoughts and perceptions of your products, services, programs,

and your company as a whole, as well as information leading to what needs to be

changed in order to retain lasting customer relationships.

Customer satisfaction surveys are extremely beneficial to your business. They do,

however come with certain disadvantages. Here are some of the advantages and

disadvantages of implementing regularly administered customer satisfaction

surveys into your business. Few Advantages of Customer Satisfaction Surveys

Benchmark results: You can administer the same survey every so often to

customers to gain continued insight into your customers. Surveys can have the

same questions, which will allow you to compare data over time and benchmark

survey data across previous years to determine if any changes need to be made.

Show that you care: Customers like to be asked for their feedback.It gives the

customer the perception that your company values them; is committed tokeeping them as a long-term customer; and bases business decisions on their

feedback.

Up-to-date feedback: Gather current customer feedback on various aspects of

your company. You can stay on top of customer trends through regularly

scheduled online surveys or email surveys, and receive instant customer

feedback. It is always useful to acquire insight into how your customers are

currently reacting to all aspects of your business.

.

CHAPTER - 6

6.1. Swot Analysis

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SWOT Analysis is an effective way of identifying your strengths and weaknesses and

of examining the opportunities and threat.

SWOT Analysis is a general technique which can find suitable applications across

diverse management function and activities but it is particular appropriate to the early

stage of strategy and marketing plan.

What makes it particularly powerful is that with a little thought, it can help you uncover

opportunities that you are well placed to take advantage of. And by understanding your

weaknesses, you can manage and eliminate threats hat would otherwise catch you

unawares.

SWOT involves generation and recording of strengths, weaknesses, opportunities and

threats concerning a task, individual, department or organization, it is customary to take

account of internal resources and capabilities (strengths & weakness) and factors

external to the organization (opportunities & threats).

More than this, buy looking at yourself and your competitors using the SWOT

framework, you can start to craft a strategy that helps you compete successfully in your

market.

The Whirlpool Corporation - SWOT Analysis company profile is the essential source

for top-level company data and information. Whirlpool Corporation - SWOT Analysis

examines the companys key business structure and operations, history and products,

and provides summary analysis of its key revenue lines and strategy.

Whirlpool Corporation (Whirlpool) manufactures and markets a full line of major

appliances and related products, primarily for home use. The company operates in

North America, Europe, Latin America and Asia. It is headquartered in Benton Harbor,

Michigan and employs about 67,000 people. The company recorded revenues of

$17,099 million during financial year ended December 2009 (FY2009), a decrease of

9.6% as compared with FY2008. The reason for decrease in revenues was primarily due

to lower appliance industry demand. The operating profit of the company was $688

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million during FY2009, an increase of 25.3% over FY2008. The net profit was $328

million in FY2009, a decrease of 21.5% as compared with FY2008.

Scope of the Report

- Data is supplemented with details on Whirlpool Corporation history, key

executives, business description, locations and subsidiaries as well as a list of products

and services and the latest available statement from Whirlpool Corporation

- Provides all the crucial information on Whirlpool Corporation required for

business and competitor intelligence needs

- Contains a study of the major internal and external factors affecting Whirlpool

Corporation in the form of a SWOT analysis as well as a breakdown and examination

of leading product revenue streams of Whirlpool Corporation

Reasons to Purchase

- Support sales activities by understanding your customers businesses better

- Qualify prospective partners and suppliers

- Keep fully up to date on your competitors business structure, strategy and

prospects

- Obtain the most up to date company information available

6.2.Findings based on questionnaire responses

Q1. Have you purchased any whirlpool consumer durable during Exhibitions?

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Table 6.1 Purchase of whirlpool consumer durable

Options No. of RespondentsPercentage ofrespondents

Yes 33 66%

No 17 34%

Total 50 100%

Figure 6.1 Purchase of whirlpool consumer durable

INTERPRETATION

66% of Customers have not purchased any consumer durable from exhibition and Only

34% people have purchased. It shows that consumers are coming in the exhibition for

knowledge of product and also they want to know that weather there is actual price

difference in exhibition and shop or not.

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Q.2 While purchasing whirlpool consumer durable which parameter influences you?

Table 6.2 Influencing parameter


Price 8 16%

Product Feature 12 24%

Brand 10 20%

Service 11 22%

Durability 9 18%

Total 50 100%

Figure 6.2 Influencing parameter

INTERPRETATION

16% of customer gives importance to price. So it shows that Indian consumers are very

price sensitive. They give more importance to price over the brand whereas 20% give

importance to brand. So price and Brand matter a lots for the costumers. And they are

also want best brand in best price and durability18% because Service is also a big

factor for the customer they are less interested in the durability.

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Q3. From where do you prefer buying whirlpool consumer durables?

Table 6.3 Preference of buying whirlpool consumer durables

Options No. of

RespondentsNo. of

respondentsPercentage ofrespondents

Exhibitions 15 30%

Co Shoppe 20 40%

Showroom 15 30%

Total 50 100%

Figure 6.3 Preference of buying whirlpool consumer durables

INTERPRETATION

A majority of customers prefer to buy from showrooms. Very less proposition of

customers buys from Exhibitions 11% customers are prefer to by from the showrooms

because the showrooms are more convenient to customers they also think that these

shops give more discounts. People are less interested to buy from the exhibition they

only visit the exhibition for price quotation of the product and the comparison of the

product.

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Q.4.Do you prefer to buy from the same as you have mentioned in Q.3 because of

following reasons.

Table 6.4 Preference of buying

Options

No. of

Respondents Percentage ofrespondents

Attractive Price 10 20%

Service 13 26%

Demonstrations 14 28%

Offers 17 34%

Total 50 100%

Figure 6.4 Preference of buying

INTERPRETATION

Customers buy from showrooms because of the service and convenience.

There are two main factors.1. Customers are preferred to buy from the showroom because of they think that

these convenient store may provide good after sell service.

2. Customer also thinks that there is more chance to bargain and they can get more

discounts in these show rooms and Price also a factor that attract the customer in

these showrooms.

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Q.5. How frequently you change your whirlpool consumer durables?

Table 6.5 Frequency of changing whirlpool products


1-3 Years 7 14%

3-5 years 34 68%

5-10 years 9 18%

Total 50 100%

Table 6.5 Frequency of changing whirlpool products

INTERPRETATION

Customers prefer to change consumer durables within 3-5 years as 18% customers donot change their consumer durable within 10 year. It represent that Indian consumer

prefer to change their consumer durable frequently.

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Q.6. Do you prefer any financing scheme to purchase whirlpool consumer durables?

Table 6.6 Financing scheme to purchase whirlpool product

Options No. of respondentsPercentage ofrespondents

Yes 36 72%

No 14 28%

Total 50 100%

Figure 6.6 Financing scheme to purchase whirlpool product

INTERPRETATION

Majority of customers usual prefer financial scheme as a result 72% of the consumer

prefer to have financial scheme whereas 28% of the consumers says no

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Q.7 Are you aware of warranty period of the whirlpool products?

Table 6.7 Warranty period of whirlpool products

Options No. of respondents Percentage of respondents

Yes 29 58%No 21 42%

Total 50 100%

Figure 6.7 Warranty period of whirlpool products

INTERPRETATION

58% of the consumer agrees to the fact that they are aware of the product warranty

period where as 42% of the consumers say that they are not aware of the warranty

period of the products.

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Q.8 Do you know which whirlpool product parts are under warranty?

Table 6.8 Whirlpool product parts under warranty

Options No. of respondentsPercentage of

respondents

Yes 28 56%

No 22 44%

Total 50 100%

Figure 6.8 Whirlpool product parts under warranty

INTERPRETATION

56% of the consumers feel that they have knowledge that which products parts are

under warranty whereas 44% says that they dont have knowledge.

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Q.9 Are you satisfied with the after sales service of whirlpool?

Table 6.9 After sales service

Options No. of respondentsPercentage ofrespondents

Yes 32 64%No 15 30%

Cant say 3 6%

Total 50% 100%

Figure 6.9 After sales service

INTERPRETATION

64% of the consumers say that service man come as prompt as said by them whereas

30% says no and 6% consumers cant say about this.

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CHAPTER 7

CONCLUSION AND RECOMMENDATIONS

7.1 CONCLUSION

Nearly five years ago, Whirlpool Corporation set out on a course to reach the homes

and hearts of customers around the globe. By listening intensely to their customers,

understanding their needs and desires, and creating innovative solutions that meet and

exceed those needs, Whirlpools organizations worldwide are building unmatched

levels of customer loyalty to the brands.

Its about innovation, eco efficiency and the consumer

The driving and the major elements the company considers are the

Innovation Eco friendly in nature Consumer In this present world and in these emerging

scenarios of business whirlpool has exactly aimed on the aspects which it has to be.

Through increased speed to market and international project teams, were changing the

way we do business.

Time being the major concern for any person in the world the company

has attained a beautiful place in establishing a standard of producing products and

placing products delivering them on time when needed I make quality products that

help people express their personal styles

Personal belonging toward s anything is a major aspect for a human being

in driving towards it interest in attaining it. so whirlpool has got its uniqueness in

producing products according to lifestyles of individuals.

7.2 Recommendations:

Company should work on marketing of its products especially during

exhibitions.

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As per research the consumers are very quality conscious. They are looking

for better features in the product. So, company should focus more on R and

D team development.

As consumers change the products after every 3 to 5 years, therefore

extended warranty and such schemes can be offered to the consumers so that

they use the products for a longer period of time.

A major portion i.e 30% of the respondents was not satisfied with the after

sales service of the company. Therefore customer care department especially

the after sales should be made more efficient in their operations.

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ANNEXURE

References:

1 . Marketing research, G.C.Beri, Third Edition, Tata

McGrawHill Publishing Company Limited,

New Delhi, 2000

2. Marketing management, Philip Kotler, Twelth

(Millennium) edition, Prentice-Hall of India

Private Limited, New Delhi, 2003

Websites:

1. http://www.whirlpoolcorp.com

2. Whirlpool annual report 2008.pdf

3. Implementing global marketing strategy.pdf

Whirlpool Corporation

4. Building a House of Brands: Whirlpool Corporations

Blueprint for Success.pdf

5. http://en.wikipedia.org/wiki/Whirlpool_Corporation

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Annexure 1

QUESTIONNAIRE

SAMPLE QUESTIONNAIRE

Kindly fill this questionnaire:

Q1. Have you purchased any whirlpool consumer durable during Exhibitions?

Yes____ No____

Q.2While purchasing whirlpool consumer durable which parameter influences you?

Price____ Product Feature____ Brand ____ Service ____

Durability____

Q3. From where you prefer buying whirlpool consumer durables?

Exhibitions____ Co. Shoppe____ Showroom____

Q.4.You prefers to buy from the same as you have mentioned in Q.3 because of

following reasons.

Attractive Price____ Service____ Demonstrations____ Offers____

Q.5. How frequently you change your whirlpool consumer durables?

1-3 Yrs____ 3-5 Yrs____ 5-10 Yrs____

Q.6. Do you prefer any financing scheme to purchase whirlpool consumer durables?

Yes____ No____

Q.7 Are you aware of warranty period of the whirlpool products?

Yes____ No____

Q.8 Do you know which whirlpool product parts are under warranty?

Yes____ No____

Q.9 Are you satisfied with the after sales services of whirlpool?

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Yes____ No____ Cant Say____

Personal Information

Name:

Gender: Male Female

Phone No.:

gwhirlpool project 5th sem

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