mrinal project 2

7/27/2019 Mrinal Project 2

1/93

Summer Internship ReportON

CONSUMER SATISFACTION OF SAMSUNGVS

OTHER BRANDS

SUBMITTED IN PARTIAL FULFILMENT OF REQUIREMENTSFOR THE AWARD OF

Bachelor of Business Administration

Submitted by

MRINAL MAHESHWARIBBA(2nd year)

Submitted toPROF. D.K. SINGH

ALIGARH COLLEGE OFENGINEERING &

TECHNOLOGY,ALIGARH2011-14


2/93

Declaration

I,(Mrinal Maheshwari), S/O (Mr.Rajeev Maheshwari)

is a bonafied student of BBA at ACET.My

enrollment no. 115065070024. I hereby declare that

present summer internship report titled CONSUMERSATISFACTION OF SAMSUNGVS OTHER BRANDS is my original work. I conducted this

study at ALIGARH during20 june 2013to 31

july.2013. This report has not been submitted

earlier either with Aligarh college of Engineering &

Tech. and any other educational organization as an

essential requirement for the award of any Diploma/

Degree

Signature

Date-

(Name of Student)


3/93

Certificate

It is to certify that Mr.Mrinal Maheshwari Enrollment number115065070024. S/O Mr.Rajeev Maheshwari is a bonafied student ofBBA at Aligarh College Of Engineering & Technology. To the best ofour Knowledge summer internship report titled CONSUMERSATISFACTION OF SAMSUNG VS OTHER BRANDS submitted byhim/her is his/her original contribution. The study was conducted atALIGARH during20 June2013 to 31july.2013.

Project Guide,prof. D.K. Singh

Date-: Date-:


4/93

Acknowledgment

I am grateful to the Personal Samsung Eectronic, they that have given to me

such a great opportunity to be a part of there family. I am extremely grateful to

all those respected members who one or the other way supported me wherever. I

was in need of there help, they always there, to help me at every stage, all staff

members encouraged me & supported me in completing this Project Completed, I

would be able to prepare the project report.

Although I have received lots of help from various department but I would like to

give special thanks to few those who made it really possible to work in the plant,

my thanks goes to Prof. D.K. Singh (head of department business administration)

, due to his untiring effort, unfailing courtesy, encouragement and co-operation, I

am able to bring out this project on them.This project would have been night

mare if my respective Institute of Business Management " Aligarh College of

Engoneering & Technology, Aligarh " would not have given me six weeks time

to face the Corporate Environment, so that I am add some thing to my knowledge

and gain some experience.

(Mrinal Maheshwari)


5/93

TABLE OF CONTENT

PREFACE

ACKNOWLEDGEMENT

Introduction

History of Company

Product Profile

Comparison between Samsung and othercompanies products

Objective of the Study

Research Methodology

Data Interpretation and Finding

Recommendations

Limitations

Conclusion

Bibliography

Annexure

Questionnaire


6/93


7/93

operations in Seoul. Looting soldiers and politicians on both sides of the conflict diminished his

inventories to almost nothing. With savings contributed by one of his managers, Lee started over

in 1951 and within one year had grown his company's assets


8/93

INTRODUCTION


9/93

Introduction

Samsung Electronics was created in 1969 as a division of the mammoth Korean chaebol Samsung

Group. The unit was established as a means of getting Samsung into the burgeoning television and

consumer electronics industry. The division's first product was a small and simple black-and-

white television that it began selling in the early 1970s. From that product, Samsung Electronics

gradually developed a diverse line of consumer electronics that it first sold domestically, and

later began exporting. The company also began branching out into color televisions, and later

into a variety of consumer electronics and appliances. By the 1980s Samsung was manufacturing,

shipping, and selling a wide range of appliances and electronic products throughout the world.

Between 1977 and 1987 Samsung Group's annual revenues surged from $1.3 billion to

$24 billion (or about 20 percent of South Korea's entire gross domestic product). Much of that

growth was attributable to Samsung Electronics. Byung-Chull Lee died in 1987 and was

succeeded by his son, Kun-Hee Lee. Kun-Hee Lee recognized the importance of the electronics

division and moved quickly to make it the centerpiece of the

Samsung Group. To that end, he consolidated many of the Group's divisions and

eliminated some operations. He also introduced various initiatives designed to improve employee

motivation and product quality. Kun-Hee Lee was credited with stepping up Samsung

Electronics's partnering efforts with foreign companies as part of his goal to put Samsung at the

forefront of semiconductor technology.


10/93

Mission and Vision

Samsung mission: a reflection of continuity and change Samsung mission expression has

been crafted to envelope both extant and emerging realities:

To delight and deliver beyond expectation through ingenious strategy, intrepid

entrepreneurship, improved technology, innovative products, insightful marketing and inspired

thinking about the future.

A breakdown of the statement above reveals a means and end approach, where the end is

articulated at the beginning with the means linked to it.

To delight and deliver beyond expectation: the end

This segment not only underlines the importance of the ultimate goal - customer satisfaction

(delight) and ultimate target - the customer, but also of intermediate processes and principals,

Samsung value chain (deliver). As a result of its focus on developing loyal customers and

reliable associates, Videocon is able to exceed expectations.

through ingenious strategy: the means

In the cutthroat world of today, it is only by taking recourse to advance planning and strategy

that a business can hope to survive. Although

textbook strategy has its uses, reproducing it in verbatim for the real world would be foolish

because of the absence of textbook conditions. Thus, there is a need for a bounded rationality, a


11/93

spontaneity and improvisation that is flexible enough for scenarios both imaginable and

unimaginable. Samsung ingenious maneuvers are actually flexi-strategy that abstracts from

shifting ground conditions and decides game-plans, or sometimes changes the rules of the game.

intrepid entrepreneurship: the means

An enterprise with the odds stacked against it makes great business sense. This is because higher

the obstacles lower the number of players likely to be active in that field - thus, fetching

extraordinary returns. The only requirement is a bold and confident attitude willing to brave the

odds. Samsung foray into oil and gas is a bold and intrepid endeavor that arises from immense

faith on the surefooted competence of the companys in-house managerial talent.

improved technology: the means

Technology is no more a premium input; it has become the bare minimum in recent years. Rapid

advances have only fuelled this phenomenon. Samsung is extremely vigilant in shunting out

dated technology and replacing it with the best-in-class offers of the times.

innovative products: the means

Product development, innovation and customisation are the tools Samsung uses to stay ahead of

the competition. This is because a continuous stream of innovative products excites the market

and enhances brand recall. A strategy that Videocon banks on a lot, especially on the domestic

front.


12/93

insightful marketing: the means

The market share battle scene has long shifted from technology and processes to the psyche of

the customer. This means that those with deeper insights into the elusive mind of the buyer are

likely to dominate. Samsung is reinforcing marketing strengths to read better the pulse of the

market and help create products that map perfectly into customer preferences.

inspired thinking about the future.: the means

The future is unpredictable, but not doing anything about it is fraught with grave risk. Samsung

extrapolates future trends on the basis of current changes in technology and preferences as well

as sheer gut feel. Fine-tuned business instincts are worth their weight in gold, lots of it. The

company has perfected its practice almost into an art form with some calculated gambles like oil

and gas proving to be absolute money-spinners.


13/93

Products Concerned

Four major products have been taken under study are, television, refrigerators, air conditioners

and washing machine. Some of these goods fall under the white goods category others fall under

the brown goods category.

Brown goods are typically household electrical entertainment appliances

such as:

CD and DVD players

Televisions

HiFi and home cinema

White goods comprise major household appliances and may include:

air conditioner

dishwasher

clothes dryer

freezer and refrigerator

washing machine

Some types of brown goods were traditionally finished with or looked like wood or Bakelite.

This is now rather rare, but the name has stuck, even for goods that are unlikely ever to have

been provided in a wooden case (e.g. camcorders). White goods were typically painted or

enameled white, and many of them still are. The addition of new items to these categories shows

that the categories still serve a purpose in marketing.


14/93


15/93

At the same time, some segments will continue to stand out with well-above-average

performance such as MP3 players, digital TVs and DVD equipment.

"The segments most resistant to the slowdown are those most associated with 'multiple

ownership,' i.e. products that consumers own more than one of

Consumers are more likely to buy a second television or DVD player for the bedroom or perhaps

a second MP3 player for the gym bag.

First is the growth of DVD recorders, which will overtake DVD players in terms of unit

shipments by 2009. The second is the launch of next-generation DVD equipment that utilizes

High-Definition (HD) video.

These new products have been the focus of a protracted and particularly bitter struggle

between rival standards: Blu-ray, led by Sony Corp., and HD-DVD, led by Toshiba Corp. Some

observers believe this dispute is causing a delay in the growth of next-generation DVD that will

not be resolved until a single standard wins, the firm says. DVD equipment is not the only

product segment change in 2006. Sony in November will launch its long-awaited PlayStation 3

to compete against

Microsoft Corp. and Ninteno with their Xbox 360 and Revolution platforms for

dominance in the market for next-generation video-game consoles. Competition undoubtedly

will not be limited to the DVD and video-game console markets. As shipment growth decelerates

and revenues flatten in various product areas, competition is sure to intensify.


16/93

Consumer Electronics growth

The Consumer Electronics Association forecasts total CE factory-to-dealer sales to reach $140

billion in 2006, an eight percent growth over 2005, by CEA in its semi-annual U.S. Consumer

Electronics Sales and Forecasts Report. According to CEA Market Research, final year-end

totals reached $128 billion in 2005, making 1 1 percent growth over 2004. "The mid-year

numbers show continued robust growth in the CE industry, category to category," said CEA

President and CEO Gary Shapiro. In this digital age, consumers are using technologies as they

make new or upgrade purchases for the home, the car, the office or anywhere.

Digital television

Display technologies continue to be the front runner in the CE industry with revenues reaching

$19 billion in 2005 and were expected to exceed $22 billion in 2006. "Replacement and upgrade

purchases continue to drive the display market while prices continue to fall," said CEA Director

of Industry Analysis Sean Wargo. shipment volumes of digital display are expected to rise as

analog sets are becoming obsolete day by day. move to digital displays as days are increasingly

numbered."


17/93

Mobile video and navigation

Fueled by rising shipments of portable navigation products, 2006 revenues in the mobile video

and navigation category top $2.3 billion - 21 percent higher than the previous forecast in the

January edition of the Sales and Forecasts Report. Navigation products were responsible for over

half of that total growth.Sector wise impact on consumer durables

ICRA analysed the sector-wise impact

Demand for consumer durables is positively related to disposable income with consumers, which

in turn may be impacted by changes in personal income tax rates. India has signed a Free Trade

Agreement (FTA) with Thailand. Some of the consumer durables have been included in the

Agreement. These include Colour TV (CTV), Colour Picture Tubes (CPTs), airconditioners

(ACs), and refrigerators. With effect from September 1, 2004, customs duty on these products,

on imports from Thailand has become 12.5%. As a result of the entry of multinationals since the

1990s, the Indian consumer durables industry has become highly competitive.


18/93

Initiatives

Peak rate of customs duty reduced from 15% to 12.5%. Levy of special additional duty of

customs (ADC) of 4%. Reduction in customs duty on copper (used in ACs) from 10% to 7.5%.

Customs duty on MP3 players and MPEG4 players reduced from 15% to 5%. Changes in the

Fringe Benefit Tax (FBT) structure notably reduction in valuation of benefits in

the form of tour and travel, hospitality, and use of hotel boarding and lodging facilities.

Impact

The marginal increase in effective customs duty (after ADC) on raw materials is unlikely to be

material because of the relatively low import content in most products. In the largest sub-

segment of the consumer durables market-CTVs-the marginal increase in customs duty on CPTs

is likely to result in marginal price increases by domestic CPT manufacturers. The decline in

customs duty on copper is expected to provide some relief to AC manufacturers who have been

impacted by the sharp rise in the price of copper.


19/93

Consumer durables Change in India's income demographics to propel demand

The Market size of the consumer durables industry is expected to touch Rs 158.9 billion in 2005-

2006, o robust of 12.4% over 2004-2005.

Rising disposable income and declining prices of durables have resulted in increase in volumes.

An increase hi disposable income has resulted due to increase in the number of both double

income and nuclear families.

Consumer durables are expected to grow at 10%-15% hi both 2006-2007 and 2007-2008. Driven

by the growth in CTVs and air conditioners. Value growth of durables is expected to be higher

than historical levels as price declines for most of the products are not expected to be very

significant . Though price declines will continue, it will cease to be the primary demand driver;

instead the continuing strength of income demographics will support volume growth


20/93

Introduction to Customer Satisfaction

Managing customers and satisfying them has become one of the most important dimensions

of enterprise strategy in this age of fiercely competitive environment.

The present era will go down in the business history as the era of focused attention

to customer expectation and to profitability through higher customer satisfaction.

Satisfying and retaining the customer is the new mantra, through which the companies are

learning to earn loyalty of their customer. According to Kotler there are two ways to

strengthen customer retention. First is to erect high switching barriers, and second is to

deliver high customer satisfaction.

Customer satisfaction, commonly abbreviated CS, is a business term which is used to

capture the idea of measuring how satisfied an enterprise's customers are with the

organization's efforts in a marketplace. It is seen as a key business performance indicator

and is part of the four perspectives of a Balanced Scorecard.

Every organization has customers of some kind. The organization provides products (goods

and/or services) of some kind to its customers through the mechanism of a marketplace.

The products the organization provides are subject to competition whether by

similar products or by substitution products. It has therefore become essential for the

organizations to understood the customer requirement and deliver them high quality

services. A lack of such an approach, thus, leads to their dissatisfaction. According to

Kotler (2001),"It is not enough to be skillful in attracting new customers; the organization

must keep them".


21/93

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 Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values'

which influence satisfaction behavior, further expanded by Berry in 2002 and known as the

ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value,

Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front

line Service Behaviors, Commitment

to the Customer and Innovation. These factors are emphasized for continuous improvement

and organizational change measurement and are most often utilized to develop the

architecture for satisfaction measurement as an integrated model.

The usual measures of customer satisfaction involve a survey instrument 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 the performance of the

organization being measured.

This study aims to explore the current satisfaction level of Samsung product


22/93

COMPANYHISTORY


23/93

COMPANY HISTORY

Samsung Electronics Co., Ltd., is the chief subsidiary of South Korea's giant Samsung Group and

one of the largest electronics producers in Asia. Products built by Samsung Electronics include

televisions and many other kinds of home appliances, 'telecommunications equipment, and

computers. Its most important product is semiconductors. Savvy management and heavy

investment in research and development in the late 1980s and early 1990s were turning the

company into a leading contender in the global electronics industry.

Samsung Electronics was created in 1969 as a division of the mammoth Korean chaebol

Samsung Group. The unit was established as a means of getting Samsung into the burgeoning

television and consumer electronics industry. The division's first product was a small and simple

black-and-white television that it began selling in the early 1970s. From that product, Samsung

Electronics gradually developed a diverse line of consumer electronics that it first sold

domestically, and later began exporting. The company also began branching out into color

televisions, and later into a variety of consumer electronics and appliances. By the 1980s

Samsung was manufacturing, shipping, and selling a wide range of appliances and electronic

products throughout the world.

Although the rapid growth of Samsung Electronics during the 1970s and early 1980s is

impressive, it did not surprise observers who were familiar with the Samsung Group, which was

founded in 1938 by Byung-Chull Lee, a celebrated Korean entrepreneur. Lee started a small

trading company with a $2,000 nest egg and forty employees. He called it Samsung, which means

"three stars" in Korean. The company enjoyed moderate growth before the Communist invasion


24/93

in 1950 forced Lee to abandon his operations in Seoul. Looting soldiers and politicians on both

sides of the conflict diminished his inventories to almost nothing. With savings contributed by

one of his managers, Lee started over in 1951 and within one year had grown his company's assets

Lee established a sugar refinery in 1953, a move that was criticized at the time because

sugar could be easily obtained through American aid. But for Lee the act was important because it

was the first manufacturing facility built in South Korea after the Korean War. From sugar, wool,

and other commodity businesses, Lee moved into heavier manufacturing. The company prospered

under Lee's philosophy of making Samsung the leader in each industry he entered.

From manufacturing, Samsung moved into various service businesses during the 1960s,

including insurance, broadcasting, securities, and even a department store. Lee experienced

several major setbacks during the period. For example, in the late 1960s; shortly before Samsung

Electronics was created, Lee was charged with an illegal sale of about $50,000 worth of goods.

The charges turned out to be the fabrication of a disgruntled government official to whom Lee had

refused to pay a bribe. Nevertheless, one of Lee's sons was arrested and Lee was forced to donate

a fertilizer plant to the government to win his release. Despite that and other problems, Samsung

continued to flourish. Indeed, by the end of the 1960s the conglomerate was generating more than

US$100 million in annual revenues.

Shortly after Lee's son was arrested, Lee decided to break into the mass communication

industry by launching a radio and television station, as well as by manufacturing televisions and

electronic components through the Samsung Electronics division. The industry was dominated at

the time by several U.S. and European manufacturers, and some Japanese companies were

beginning to enter the industry. Nevertheless, Lee was confident that Samsung could stake its

claim on the local market and eventually become a global contender. During the early 1970s the


25/93

company invested heavily, borrowed and coaxed technology from foreign competitors, and drew

on its business and political connections to begin carving out a niche in the consumer electronics

industry. In addition to televisions, Samsung branched out into other consumer electronics

products and appliances.

Samsung Electronics's gains during the 1970s were achieved with the assistance of the

national government. During the 1950s and 1960s Samsung and other Korean conglomerates

struggled as the Rhee Sungman administration increasingly resorted to favoritism and corruption

to maintain power. Student revolts in the 1960s finally forced Rhee into exile. The ruling party

that emerged from the ensuing political fray was headed by military leader Park Chung-Hee. His

regime during the 1960s and 1970s was characterized by increasing centralization of power, both

political and industrial, as his government was obsessed with economic growth and development.

So, while Park was widely criticized for his authoritarian style, his government is credited with

laying the foundation for South Korea's economic renaissance.

In order to rapidly develop the economy, Park identified key industries and large,

profitable companies within them. The government worked with the companies, providing

protection from competition and financial assistance as part of a series of five-year national

economic growth plans. By concentrating power in the hands of a few giant companies (the

chaebols), Park reasoned, roadblocks would be minimized and efficiencies would result. Between

1960 and 1980 South Korea's annual exports surged from $33 million to more than $17 billion.

Samsung Electronics and the entire Samsung chaebol were beneficiaries of Rhee's

policies. Several countries, including Japan, were barred from selling consumer electronics in

South Korea, eliminating significant competition for Samsung. Furthermore, although Samsung

Electronics was free to invest in overseas companies, foreign investors were forbidden to buy into


26/93

Samsung. 'As a result, Samsung was able to quickly develop a thriving television and electronics

division that controlled niches of the domestic market and even had an edge in some export

arenas.

During the 1970s and 1980s Samsung Group created a number of electronics-related

divisions, several of which were later grouped into a single entity known as Samsung Electronics

Co. Ltd. Samsung Electron Devices Co. manufactured picture tubes, display monitors, and related

parts. Samsung Electro-Mechanics Co. made VHP and UHF tuners, condensers, speakers, and

other gear. Samsung Corning Co. produced television glass bulbs, computer displays, and other

components. Finally, Samsung Semiconductor & Telecommunications Co. represented Samsung

in the high-tech microchip industry. Rapid growth in those industries, combined with savvy

management, allowed the combined Samsung Electronics Co., Ltd., to become Samsung Group's

chief subsidiary by the end of the 1980s.

Samsung's entry into the semiconductor business was pivotal for the company. Lee had

determined in the mid-1970s that high-tech electronics was the growth industry of the future, and

that Samsung was to be a major player. To that end, he formed Samsung Semiconductor and

Telecommunications Co. in 1978. To make up for a lack of technological expertise in South

Korea, the South Korean government effectively required foreign telecommunications equipment

manufacturers to hand over advanced semiconductor technology in return for access to the

Korean market. This proved crucial for Samsung, which obtained proprietary technology from

Micron of the United States and Sharp of Japan in 1983. Utilizing its newly acquired knowledge,

Samsung became the first Korean manufacturer of low-cost, relatively low-tech, 64-kilobit

dynamic random access memory (DRAM) chips.


27/93

Shortly after introducing its 64K chip, Samsung teamed up with some Korean competitors

in a research project that was coordinated by the government Electronics and

Telecommunications Research Institute. The result was a 1-megabit DRAM (and later a 4-

megabit DRAM) chip. During the mid- and late 1980s, Samsung parlayed knowledge from the

venture to become a significant supplier of low-cost, commodity-life DRAM chips to computer

and electronics manufacturers throughout the world. Meanwhile, its other electronics operations

continued to grow, both domestically and abroad. Samsung opened a television assembly plant in

Portugal in 1982 to supply the European market with 300,000 units annually. In 1984 it built a

$25 million.

Between 1977 and 1987 Samsung Group's annual revenues surged from $1.3 billion to

$24 billion (or about 20 percent of South Korea's entire gross domestic product). Much of that

growth was attributable to Samsung Electronics. Byung-Chull Lee died in 1987 and was

succeeded by his son, Kun-Hee Lee. Kun-Hee Lee recognized the importance of the electronics

division and moved quickly to make it the centerpiece of the Samsung Group. To that end, he

consolidated many of the Group's divisions and eliminated some operations. He also introduced

various initiatives designed to improve employee motivation and product quality. Kun-Hee Lee

was credited with stepping up Samsung Electronics's partnering efforts with foreign companies as

part of his goal to put Samsung at the forefront of semiconductor technology.

Sales at Samsung Group grew more than 2.5 times between 1987 and 1992. More

importantly, Samsung drew from potential profit gains to more than double research and

development investments as part of Kun-Hee Lee's aggressive bid to make Samsung a

technological leader in the electronics, semiconductor, and communications industries. Besides

partnering with U.S. and Japanese electronics companies, Samsung Electronics acquired firms


28/93

that possessed important technology, including Harris Microwave Semiconductors and Integrated

Telecom Technologies. In 1993 Kun-Hee Lee sold off ten of. Samsung Group's subsidiaries,

downsized the company, and merged other operations to concentrate on three industries:

electronics, engineering, and chemicals.

Under the leadership of chief executive Kim Kwang-Ho, Samsung Electronics took the

microchip world by storm when it introduced its 4-megabit DRAM chip in 1994. Sales of that

chip helped to push Samsung's sales from US$10.77 billion in 1993 to US$14.94 billion in 1994.

Profits, moreover, spiraled from US$173,000 to nearly US$1.3 billion. In addition, Samsung had

staged a bold grab for domestic market share in 1995 by slashing prices for consumer electronics

and home appliances by as much as 16 percent, and had wowed industry insiders when it unveiled

an advanced thin-film-transistor display screen-used for laptop computers--at a world trade show

in Japan.

Samsung Electronics's rapid rise and technical achievements put the company in the

spotlight in the semiconductor industry. Its 4-megabit chip, in fact, had made it the leading global

producer of DRAM chips by early 1995. Furthermore, Samsung Electronics was increasing its

investment in development still further, as evidenced by a $2.5 billion outlay to develop a 64-

megabit DRAM chip by 1998. In mid-1995, Samsung Electronics was hoping to generated profits

of $2.3 billion on sales of $19.3 billion--a .revenue gain of nearly 30 percent over 1994. In

addition to its DRAM chip pursuits, the company was working to establish a major presence in

multimedia products, flat screens, and telecommunications gear.


29/93

PRODUCTPROFILE


30/93

Samsung Air Conditioner

This 1.5-ton Air Conditioner with a Rotary

compressor has an energy efficiency ratio (EER) of 9.7 and has 3 fan speeds available. It has

Digital temperature control with auto restart and an anti corrosion body. It comes with LCD

remote control and has timer. It comes with X grill and has Auto shutter grill wherein a four way

movement of blades provides fresh air to every corner and the vents shut down automatically

when the air conditioner is not in use preventing exposure to dust and dirt.

Windows AC

\Split AC


31/93

Samsung Refrigerator

This 230 litres, 2 door refrigerator with a 55 litres freezer capacity, has a frost free defrost system

and a clean back. It has 12 shelves and boxes, which are adjustable. It has other facilities like

deodourising ability and moisture and humidity control. It has rust resistant cabinet. It offers

stabiliser free operation, twin thermo sensor, and fire retardant wires. It is available in deep red,

white silver, da silver colours and prima arc handle. It has 5 star rating.


32/93

Samsung Television

This LCD 26 inch TV has 2 speakers (output of 100 watts). It has 100 programs or

channels with features like PIP (1 Tuner), auto-off, auto sound leveler and OSD. It has 5000:1

Dynamic contrast ratio and resolution of 1366 x 768 pixels and has aspect ratio of 16:9 Wide

Screen format. It has S-video input, 2 component inputs, PC input and 3 HDMI Inputs. This TV

has viewing angle of 176 degree and response time of 8 ms.


33/93

Samsung Washing Machine

This 6.5 kg top loading fully automatic washing machine with pulsator wash

has 8 preset programmes. The machine allows prewash (soak), heavy wash,

normal wash, delicate wash and quick wash. It also has additional features like

wash load sensor, automatic drainage, auto restart and child lock. It has silver

nano technology and air turbo drying function. It has a metallic silver colour

body with caribbean silver (blue) colour top.


34/93


35/93

Samsung ac Vs. Voltas ac

Voltas Air Conditioner

This 1.5-ton Air Conditioner with a rotary compressor has an energy efficiency

ratio (EER) of 9.57. It has Digital temperature control, LED indicators on

display panel and LCD Remote Control. It has features like auto restart, sleep

mode, dry mode and on/off timer. It comes with fresh air switch which allows

fresh air intake in the room. It has received 3 star rating from Bureau of Energy

Efficiency.


36/93

Samsung refrigerator Vs. LG refrigerator

LG Refrigerator

This 230 litres, single door refrigerator with 45 litres of freezer capacity

has a open door alarm, a bigger refrigerator section and a large chiller.It has

quick ice feature which makes ice 50% faster than other refrigerators.It has a

separate vegetable and fruit box but lacks the deodourizer and the utility

drawer.


37/93

Samsung Washing Machine Vs. LG Washing

machine

LG Washing Machine

This 6.5 kg top loading fully automatic washing machine with pulsator wash

has 4 preset programmes. The machine allows prewash (soak), heavy wash,

normal wash, delicate wash and hot wash. It also has additional features like

wash load sensor, automatic drainage, auto restart and child lock. It has

transparent washtub window. It has air dry function. It is available in free

silver colour.


38/93

Samsung Television Vs. LG Television

LG Television

This LCD 26 inch TV has 2 speakers (output

of 140 watts). It has 100 programs or channels with features like PIP (1 Tuner),

auto-off, auto sound leveler and OSD. It has 15000:1 Dynamic contrast ratio,

brightness of 500 cd/m2 and resolution of 1366 x 768 pixels and has aspect

ratio of 16:9 Wide Screen format. It has S-video input, 2 component inputs, PC

input and 2 HDMI Inputs (ver 1.3). This TV has viewing angle of 160/150

degree and response time of 5 ms.


39/93

OBJECTIVE OFSTUDIES


40/93

Objectives

To measure the customer satisfaction level of major products of Samsung.

To identify the customer preferences in case of electronic products.

To identify the market penetration level of Samsung brands with respect to other

brands.

To explore the consumers' sphere of knowledge with respect to consumer

electronics.


41/93

RESEARCHMETHODOLOGY


42/93

Research Methodology

The objective of the present study can be accomplished by conducting a systematic market

research. Market research is the systematic design, collection, analysis and reporting of data and

findings that are relevant to different marketing situations facing the company. The marketing

research process that will be adopted in the present study will consist of the following stages:

a. Defining the problem and the research objective:

The research objective states what information is needed to solve the problem. The

objective of the research is to find out the customers' satisfaction of major products of

Samsung brand in city.

b. Developing the research plan:

Once the problem is identified, the next step is to prepare a plan for gathering the

information needed for the research. The

present study will adopt the exploratory approach wherein there is a need to gather large amount

of information before making a conclusion.

c. Collection and Sources of data:

Market research requires two kinds of data, i.e., primary data and secondary data. Due to

intensive nature of the study, data

gathering involved usage of both primary and secondary data though there was an extensive


43/93

usage of primary data. Well-structured questionnaire was prepared for Samsung users

(respondents)for primary data collection. Secondary data was collected from various

magazines, books and web sites.

Sampling Plan: convenient sampling was used

Sampling Units: The respondents were Samsung users.

Sample Size: The study was carried on 50 Samsung product user of Aligarh region to asses

and measure their satisfaction level.

d. Analyze the collected information:

This involve converting raw data into useful information. It involved tabulation of data and

statistical measures on them.

e. Report research findings:

This phase marked the culmination of marketing research effort. This report with the

research findings is a formal written document. The research findings and personal

experience were used to propose recommendations to develop satisfaction level among Samsung

users.


44/93

DATA INTERPRETATION

AND FINDINGS


45/93

Fig. 1.1

This fig 1.1 shows the perception of respondents towards an electronic industry; it is deals with the

product category that comes to their mind when they think of electronic industry. Most of the

respondent preferred T.V. as a part of electronic industry, as we have seen that 76% respondent prefer

TV, 14%, prefer AC, 8% preferred washing machine and the rest 2% preferred refrigerator.

2% 8%14%

76%

Refrigerator

Washing Machine

A.C.

Television


46/93

Fig. 1.2

This fig 1.2 Shows the product of different companies ( brand name) that has been used by

respondents, analysis in this case is done by calculating the total number of product used. LG has

been widely used product with 29%. After this Sony comes out to next with 23%. Nest to this

stands Samsung with 17% and Whirlpool with 12%. After this the preferred brand comes out to

be Samsung with share 10%, after this Electroluxe, Voltas and Panasonic share the same 6%

only 1% of the respondent have used Akai products.

13%

29%

10%17%

1%

12%

6%6%

0%

6%

0%0%

Sony L.G. Samsung Videocon Akai Whirlpool

Electrolux Voltas Haier Panasonic Bluestar Sansui


47/93

Fig. 1.3

This fig 1.3 shows the product that are best to buy from Samsung. The fig revelas that 71% of

the responses were in favour, that television are best to buy from Samsung brand, it was found

that 21% of the respondents were comfortable with the decision of buying a washing machine

from Samsung only 2% of respondent think that Samsung is the best choice as for as AC are

concerned. Above we can see that only 2% respondents like refrigerator after this 4% of the

respondent were in favour buying other such as ( Kelvinator) brand.

71%

2%

21%

2% 4%

Televsion Refrigerator Washing Machine A.C. Any other


48/93

Fig. 1.4

This fig. 1.4 interprets the buying behaviour of individuals from the brand name other than Samsung. It

was found that 34% of the respondents preferred to refrigerator from the brand name other than

Samsung. As 32% of this individuals prefer to buy washing machine of the brand 22% of them preferred

to buy television 12% preferred to buy any other product ( as 4% Kelvinator, 4% Videocon 4% LG)

22%

34%32%

12%

Televsion Refrigerator

Washing Machine Any other


49/93

Fig. 5 (a)

This fig 5 (a) shows that 40% of the individual prefer to buy Samsung television, whereas 28% of the

individuals prefer to buy LG TV 22% of the individual prefer Sony, whereas 10% of them prefer Videocon

, no one preferred Akai brand .

10%

28%

22%

40%

Samsung L.G. Sony Videocon


50/93

Fig 5 (b)

This fig. 5 (b) Shows that 50% of respondents are in favour of washing machine from whirlpool, where

as 26% of respondents prefer Samsung 18% of the individual prefer LG where as 4% of them prefer

Onida only 2% prefer to buy from Electroluxe brand.

18% 4%

50%2%

26%

L.G. Onida Whirlpool Electroluxe Videocon


51/93

Fig. 5(c)

This fig. 5 (c) Interprets the buying behaviour of respondents for refrigerator from different brand name,

major part of the respondents rely on Samsung. i.e. 44%, LG 22% prefer Videocon brand , where as

share of Whirlphool comes out to be 16% no respondent prefer Voltas brand.

44%

22%18%

16%Samsung

LG

Whirlphool

Videocon


52/93

Fig. 5 (d)

Fig. 5 (d) out the total respondents 58% respondents are the users of AC, where as 42% do not use it.

Out of 58% respondents, 34% of the individuals prefer to use AC of Samsung brand and 24% of the

respondents prefer use the AC of LG, whereas no respondents prefer to buy blue star or Electroluxe.

42%

34%

24% Samsung

LG

Non Users


53/93

Chart 6 (a)

This chart 6 (a) shows the quality of Samsung brand i.e. how user friendly it is. In this case 64% of the

individual rated this brand as average. Only 32% respondents rated it as good whereas 2% treated it to

be poor. No respondent say that this brand is very poor.

2%

32%

64%

2%

Excellent Good Average Poor


54/93

Q.6 (b)

Price

Fig. 6 (b)

This fig 6 (b) interprets the Samsung users perception of prices of different Samsung products

uses by them. According to 54% of the respondents the prices offered to various products of this

brand are good. 30% of the respondents find as average. Only 16% of them rated the prices

Excellent i.e. Over all it is observed that Samsung product offer value for money and they are

offered at much affordable prices compared to other brands.

16%

54%

30%

Excellent Good Average


55/93

Q 6 C.

Durability

Chart 6 (c)

This chart 6 (c) interprets the quality of Samsung products in term of durability i.e. how long the

products can with stand. Consumers Expectation. In case of durability performance of Samsung

product. It was found to be excellent in case of few respondents i.e. 2% performance for the

some case was found to be good in majority i.e. 24%-74% of the respondents rated its

performance as an average. People do not perceive Samsung products as a durable ones.

2%

24%

74%



56/93

Q 6d.

Appearance

Chart- 6 (d)

This chart 6 (d) shows the rating of Samsung products on the bais of their appearance. 60 % of

the individual rated Samsung products as good in appearance. 2% of the respondent rated it as on

excellent appearing products. Whereas 38% of the respondents rated it as average. Aesthetically

speaking, Samsung products are good to look at.

2%

60%

38%



57/93

Q 6 e. Reliability

Chart 6 (e)

This fig 6 (e) shows the reliability of L.G. products among its users. It is clear that users (respondents)

have faith in this brand as 84% of the respondents find it the to be average and rated it 14% rated good

on this specific feature whereas 2% rated it excellent. At last majority perceive Samsung products as

average in case of reliability.

2%

14%

84%



58/93

Q 6 f.

After sales services

Chart 6 (f)

When it was asked about the after sales service of the respondents. Majority of the respondents

were satisfied with the After sales services of the brand as 74% of them rated the after sales

services to be average 6% rated it to be good. After this only 2% respondents were satisfied to

excellent sales services 16% of them respondent rated to be poor. 2% rated it to be very poor.

2% 6%

74%

16%

2%

Excellent Good Average Poor V.Poor


59/93

Fig. 1.5This fig 1.5 deals with the purchasing decision of Samsung users (respondents) in near future,

will they be purchasing only Samsung product in near future or not when this question was asked

result was 4% were ready to buy the product in near future as they respond Yes 4%, did not want

to buy Samsung product in near future as they respond No while 92% of them were not sure

about their division in near future as they or may not buy Samsung product in future as they

respond (Cant say).

0%

20%

40%

60%

80%

100%

Can not say Yes No

92%

4% 4%

No. of Respondents

Decision about purchasing Samsung productin nearfuture


60/93

Fig. 1.6

This fig interprets the advise given by respondents to other with respect to Samsung product this fig

shows that 34% of the individuals have advised other to go for Samsung products whereas as 24%

respondents prefer television and 10% prefer top washing machine Samsung brand 12% of them did not

advised any one to do the same while 54% responded that they may or may not buy Samsung product in

near future.

0%

10%

20%

30%

40%

50%

60%

Can not

say

Yes No

54%

34%

16%

No. ofResponde

nts


61/93

Fig. 1.7

This fig 1.7 shows the final overall rating given by the respondents to the Samsung product.

Excellent comes out to be unachievable. So only 4% of the respondents have rated it to be the

excellent brand name. 50% of them rated it as the good brand while 46% have rated Samsung as

an average brand. No respondents rate it as poor or very poor.

4%

50%

46%



62/93


63/93

Q.10 (a)

Fig. 10. (a)

It is found that 47 respondents (88%) are satisfied with picture quality, 3 respondents (6%) are

neither satisfied nor dissatisfied, 3 respondents are no user & no respondents is dissatisfied. It is

found that the average of picture quality is 2.94 it mean that the respondents are satisfied with

picture quality.

88%

6% 6%

Picture Quality

Satisfied Neither satisfied nor dissatisfied Non users


64/93

Q.10(b)

Fig. 10 (b)

This fig. 10 (b) shows 41 respondents (82%) are satisfied with sound quality , 6 respondent

(12%) are neither satisfied nor dissatisfied , 3 respondents are no user and no respondents is

dissatisfied. It found that the average score sound quality us 2.87 it means that respondents are

satisfied with sound quality

82%

12%6%

Sound Quality



65/93

Q.10(c)

Fig. 10 (c)

It is found that 37 respondents (88%) are satisfied with appearance, 10 respondents are neither

satisfied nor dissatisfied, 3 respondents are no user & no respondents is dissatisfied. It is found

that the average of picture quality is 2.79 it mean that the respondents are satisfied.

74%

20%

6%

Appearance



66/93

Q. 10 (d)

Fig 10 (d)

This fig 10 (d) shows that 26 respondents (52%) are satisfied with after sales service , 20

respondent (20%) are neither satisfied nor dissatisfied , 3 respondents are no user and no

respondents is dissatisfied. It found that the average score after sales services is 2.32 it means

that respondents are satisfied with sound quality

52%46%

2%

After Sales Service

Satisf ied Neither satisfied nor dissatisfied Non users


67/93

(B) Washing Machine

56%

30%

14%

26%

58%

28%

14%

70%70%

16%14%

4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Capacity Power Saving Durabilty After salesservices

Washing Machine

Satisfied Neither Satisfied nor dissatisfied No user


68/93

Q.10 (a)

Fig 10 (a)

It is found that 28 respondents (56%) are satisfied with capacity, 15 respondents (30%) are

neither satisfied nor dissatisfied, 7 respondents (14%) are no user & no respondent is dissatisfied.

It is found that the average of capacity is 2.65 it mean that the respondents are satisfied.

56%30%

14%

Capacity



69/93

Q.10 (b)

Fig. 10 (b)

It is found that 10 respondents (20%) are satisfied with power saving, 36 respondents (72%) are

neither satisfied nor dissatisfied, 4 respondents (8%) are no user & no respondents is dissatisfied.

It is found that the average of power saving is 1.94 it mean that the respondents are satisfied.

20%

72%

8%

Power Saving



70/93

Q.10 (c)

Fig. 10 (c)

This chart shows that 35 respondents (70%) are satisfied with durability , 8 respondents (16%)

are neither satisfied not dissatisfied (14%) respondent of are no user and no users dissatisfied . It

means that average of durability is 2.81 it means that respondents are satisfied with durability.

Q.10 (d)

70%16%

14%

Durability

Satisfied

Neither satisfied nor dissatisfied

Non users


71/93

Fig 10 (d)

It is found that 13 respondents (26%) are satisfied with after sales service, 70% respondents are neither

satisfied nor dissatisfied and 4% respondents are no users. It found that average score of after sales

services is 2.16 it means that majority of respondents are neither satisfied nor dissatisfied.

26%

70%

4%

After Sales Services



72/93

10. C.

60%

80%

20%

40%40%

20%

80%

60%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Cooling Power Saving Appearance After salesservices

Air Conditioner

Satisfied Neither satisfied


73/93

Q.10 (a)

Fig. 10 (a)

Since the user are only 20% ( 10 user), so among 20%, the 60% person are satisfied by the cooling of Air

Condition and 40% are neither satisfied nor dissatisfied.

60%

40%

Cooling

Satisfied Neither Satisfied


74/93

Q.10 (b)

Fig. 10 (b)

Since out of 50 respondent only 10 are users, so among 10 users all are neither satisfied nor dissatisfied

by the power saving of Air condition.

20%

80%

Power Saving

Neither Non users


75/93

Q. 10(c)

Fig. 10 (c)

Since , there are 20% of the users of Air Condition it was found that out of 20% of the user 80%

are neither satisfied nor dissatisfied by the appearance and 20% are satisfy by the appearance.

20%

80%

Appearance

Neither Non users


76/93

Q.10(d)

Fig. 10(d)

Since there are only 20% of the user of Air Condition it was found that out of 20% of the user

60% are neither satisfied nor dissatisfied by the after sales services, 40% are satisfied by the after

sales services.

40%

60%

After Sales Service

Satisfied Neither Satisfied


77/93

Q. 10(D)

64%

36%

26%

48%

22%

42%

56%

30%

14%

22% 22% 22%

0%

10%

20%

30%

40%

50%

60%

70%

Cooling Power Saving

Frost Free Appearance

Refregerator

Satisfied Neither Satisfied nor dissatisfied No user


78/93

Q.10(a)

Fig. 10 (a)

It is found that 64% respondents are satisfied with cooling, 14% respondents are neither satisfied

nor dissatisfied and 22% respondent are no users. It is found that the average of cooling is 2.82 it

mean that respondents are satisfied.

64%14%

22%

Cooling



79/93

Q.10(b)

Fig. 10 (b)

It is found that 42% respondents are neither satisfied nor dissatisfied , 36% respondents are satisfied

with power saving, 22% respondents no users of Videocon brand, Average of power saving is 2.46 it

mean that 36% respondents are satisfied.

36%

42%

22%

Power Saving



80/93

Q.10(c)

Fig. 10 (c)

This fig 10 (c) shows that 44% neither satisfied nor dissatisfied , 26% respondents are satisfied with frost

free, and 22% respondents are no users and 8% respondents are dissatisfied. Average score is 2.3 it

means that majority of respondents are neither satisfied nor dissatisfied.

26%

44%8%

22%

Frost Free

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Non users


81/93

Q. 10 (d)

Fig. 10 (d)

This fig 10 (d) shows that 48% respondents satisfied with the appearance , 28% neither satisfied nor

dissatisfied , 22% no users and 2% respondents are dissatisfied , it means that the average of

appearance is 2.54 respondents are satisfied with appearance.

48%

28%

2%

22%

Appearance

Satisfied Neither satisfied nor dissatisfied Dissatisfied Non users


82/93

RECOMMENDATIONSTelevisions and washing machines are the best Samsung products. The company should try to

capitalize on the performance of these products. The marketers should try to extend this good

will to other Samsung products for securing better position in the market.

Samsung should adopt aggressive advertisement policies, so that it can sustain in

competition as a competitive brand.

As74% of respondent shows average level of satisfaction, it recommended that after

sales service should be improved , so that the faith of customer will build, it helps to

make customers to buy other products of Samsung .

The promotion of Air- Condition should be carried out in such way, that atleast the

Samsung user who are using other products of

Samsung can buy A.C. This can be done by giving them discount on the future purchase of

Samsung products.


83/93

LIMITATIONS


84/93

Limitations

Though the present study aims to achieve the above-mentioned objectives in full earnest and

accuracy, it may be hampered due to certain limitations. Some of the limitations of this study

may be summarized as follows:

Some of the consumers were not having sufficient knowledge about the products they

were using or have used e.g. about the functioning, brand name etc.

Some of the respondents found it difficult to recall each and every brand they have used.

Getting desired responses from the customers for measuring their level of satisfaction

was quite tedious job.

Sample size is limited due to limited time.


85/93

CONCLUSION


86/93

CONCLUSION

It has been considered that most of the individual perceive electronic industry through

wide use of television because every one want to get connected with the whole world so

they prefer to buy Television more than any other product.

Samsung and LG are the most preferred brands among all the others followed by Sony

and whirlpool. LG is the most preferred brand.

Respondents have been found to be highly satisfied with the Television and washing

machines of Samsung.

76% respondent preferred TV as a main product electronic industry. Because television

made for entertainment, it become the 1st choice of respondent in Indian context.

Samsung is the most popular brand in case of Televisions only LG being the second

most popular brand.

In case of washing machine 50% of users are of Samsung and LG comes second with

26%.

In case of refrigerators L.G. tops the chart as 44% respondents in its favour.

In the case of Air conditioner, 58% use it and 42% do not use Air conditioner. Out of

58% users of AC, 34 % use LG AC and 24% use Voltas AC.

As far the price of Samsung is concerned it has been rated as good by almost 54% of

the respondents, clearly indicating its affordability.

Samsung products were found to be durable by the majority of the respondents.

Samsung products were rated much higher in case of appearance as nearly 60% of the

respondents perceive it good on aesthetics aspect.


87/93

Samsung products were rated average in case of after sales service. Which is an area of

concern in consumer durables.

As far as the over all satisfaction level is concerned in case of Samsung products it is

found that customers are moderately satisfied.

In case of Television regarding the picture quality, sound quality, appearance and after

sales service the over all satisfaction level of customer is high.

In case of washing machine the degree of satisfaction with regard to capacity, power

saving, durability and after sales services is moderately satisfactory.

In case of refrigerator overall performance has been found to be satisfactory.

Overall performance of rating Samsung products is satisfactory. Approximately 50 of the

customer rate it as good product, 4% of them rate it as excellent and 46% of them rate it

as average product.

In case of after sales service come people are not satisfied the Samsung. Adequate measures

should be taken to improve upon the after sale, service provided by Samsung.


88/93

BIBLIOGRAPHY


89/93

Website or Webpage

http://www.google.co.in/search?hl=en&q=samsung&meta=&aq=f&oq

http://www.samsungworld.com/

http://www.samsungindia.com/Products/index.php

http://www.samsungworld.com/global/about/corporate-profile/group-profile/index.php

http://www.lgworld.com/global/about/corporate-profile/history/index.php

http://www.samsung-industries.com/pages/bod/index.php
http://www.google.co.in/search?hl=en&q=samsung&meta=&aq=f&oqhttp://www.google.co.in/search?hl=en&q=samsung&meta=&aq=f&oqhttp://www.videoconworld.com/http://www.videoconworld.com/http://www.videoconworld.com/Products/index.phphttp://www.videoconworld.com/Products/index.phphttp://www.videoconworld.com/global/about/corporate-profile/group-profile/index.phphttp://www.videoconworld.com/global/about/corporate-profile/group-profile/index.phphttp://www.videoconworld.com/global/about/corporate-profile/history/index.phphttp://www.videoconworld.com/global/about/corporate-profile/history/index.phphttp://www.videocon-industries.com/pages/bod/index.phphttp://www.videocon-industries.com/pages/bod/index.phphttp://www.videocon-industries.com/pages/bod/index.phphttp://www.videoconworld.com/global/about/corporate-profile/history/index.phphttp://www.videoconworld.com/global/about/corporate-profile/group-profile/index.phphttp://www.videoconworld.com/Products/index.phphttp://www.videoconworld.com/http://www.google.co.in/search?hl=en&q=samsung&meta=&aq=f&oq


90/93

ANNEXURE


91/93

Questionnaire

Q.1 Which categories of products come to your mind when you think of electronic goods

Industry? (you can tick more than one)

a) Refrigerator b) Washing machine

c) Air conditioner d) Television

e) Any other (please specify).

Q.2 Tick mark the company (brand name) whose products you have used at home. (You

can tick more than one)

Sony ---------- Akai ------------- Haier ----

L.G. ---------- Whirlpool ------------- Panasonic ----

Samsung ---------- Electrolux ------------- Bluestar ----

Videocon --------- Voltas ------------ Sansui ----

Q 3. Which of the following products of Samsung brand do you think is the best to buy?

(Please tick any one)

a) Television b) Refrigerator

c) Air conditioner d) Washing machine


Q 4. Which of the following products you think is definitely better to buy from a company

(Brand name) other than Samsung . (Please tick any one)

a) Refrigerator b) Washing machine

c) Air conditioner d) Television


Q 5. Tick mark the brand name against each product given below, which you would prefer

over Samsung.

Samsung L.G. Sony Akai None

a) Television

L.G. Onida Whirlpool Electrolux None


92/93

b)Washing Machine

Whirlpool L.G. Voltas Electrolux None

c) Refrigerator

L.G. Electrolux Voltas Blue star None

d) Air conditioner

Q 6. Rate the performance of Samsung products on the basis of following parameters.

Please tick mark.

Excellent Good Average Poor Very Poor

a) User friendliness

b) Price

c) Durability

d) Appearance

e) Reliability

f) After sales service

Q 7. Will you be purchasing any Samsung product in near future?

a) Yes b) No c) Cant say

If yes, Please mention the product

Q 8. Have you ever advised anyone to buy a product of Samsung brand?

a) Yes b) No c) Cant say

If yes, Please mention the product

Q 9. How would you rate the products offered by brand Samsung . (Give an overall rating)

a) Excellent b) Good c) Average d) Poor e) Very Poor


93/93

Q.10 Please tick any one Samsung product given below which you have purchased and

used. Please express your degree of satisfaction as per the scale given below with respect to

the following parameters:

Dissatisfied (1) Neither Satisfied nor dissatisfied (2) Satisfied (3)

Televisio

n

Degree of

Satisfacti

on

Washin

g

Machine

Degree of

Satisfacti

on

Air

Condition

er (A.C.)

Degree of

Satisfacti

on

Refrigerat

or

Degree of

Satisfacti

on

A. Picture

Quality

Capacit

y

Cooling Cooling

B. Sound

Quality

Power

saving

Power

saving

Power

saving

C.

Appearan

ce

Durabili

ty

Appearan

ce

Frost free

D. After

sales

service

After

Sale

Service

After

Sales

service

Appearan

ce

mrinal project 2

Documents