ppt for spss analysis

8/10/2019 PPT for SPSS Analysis

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A STUDY ON CUSTOMER

RELATIONSHIP

Name: S.VEERAPATHRA KANNAN

Reg.No:3511220016

Name of the company: AVR MANUFACTURES Guide-Faculty: Mr. K. Prakash

Industry : Mr. A.Vairavanathan


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NEED FOR THE STUDY

To understand the customer expectations.

To improve the overall customer satisfaction

towards the products delivered

To improve the business relationship.

To understand the customer intention towards

availing AVR Manufacturers products in future


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Research methodology

Research Design Descriptive

Sampling Design Non Probability Sampling

Population

330 Sample size 100

Sampling MethodConvenient sampling

method


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Chapterisation

Chapter 1- deals with the introduction to the

study, need, scope, objectives, research

methodology and limitations

Chapter 2- deals with the analysis part of data

and also the usage of statistical tools are used

in this chapter

Chapter 3

deals with the general findings,

suggestions and conclusion


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INDUSTRY PROFILE

The Automotive industryin India is one of the largestin the world and one of the fastest growing globally.India manufactures over 11 million vehicles (including2 wheeled and 4 wheeled) and exports about 1.5

million every year. It is the world's second largestmanufacturer of motorcycles, with annual salesexceeding 8.5 million in 2009. India's passenger car andcommercial vehicle manufacturing industry is theseventh largest in the world, with an annual production

of more than 2.6 million units in 2009. In 2009, Indiaemerged as Asia's fourth largest exporter of passengercars, behind Japan, South Korea and Thailand.


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COMPANY PROFILE

AVR Manufacturers established in the year 2003, with an immenseindustry experience of 30 years, have achieved a prominentposition in the manufacturing and supplying of sheet metalcomponents, pressed components and automotive components.These encompass sheet metal parts, special type washer, precision

sheet metal press components, deep drawn components, and oilseal inner shells. Based on the latest technology, these are widelyused in industries such as Automobile, Automotive, and also inother engineering firms.

With knowledge and expertise, AVR Manufacturers broadened itshorizons into manufacturing of automobile sheet metal

components after surveying and studying both technical andmarketing aspects. Over the last 10 years, the company hasachieved a distinct place in the market. It has a strong and satisfyingclientele.


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REVIEW OF LITERATURE

Ernst Holger, Hoyer, Wayne D. Krafft, Manfred Krieger, Katrin(2011). In this article authors says that Customer RelationshipManagement (CRM) is widely accepted as an effective approach forcollecting, analyzing, and translating valuable customer informationinto managerial action. CRM's potential to aid in future new

product development (NPD) has been neglected. Authorsdeveloped a conceptual framework in which multiple facets of CRMare linked to new product and company performance. Authorsprovide evidence that CRM has a positive effect on new productperformance.

Customerrelationshipmanagement and company performance-

the mediating role of new product performanceJournal of theAcademy of Marketing Science;Apr2011, Vol. 39 Issue 2.


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Battor & Moustafa (2010).

In this article authors examinethe direct impact of both CRM and innovation on firmperformance. They support the fact that there is a directimpact of CRM and innovation on performance. Also, thefindings indicate that the indirect effect of CRM on firm

performance through innovation is significant. Theseresults reinforce the view that developingclose relationshipswith customersenhances a firm's abilityto innovate.

The impact of customer relationship management

capability on innovation and performance advantagesJournal of Marketing Management; Aug 2010, Vol.26 Issue9/10.


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Jeff Solomon (2010). In this article the author saysthat it is necessary to understand the uniquedifferences between B2B and B2C CRM. All CRMsystems are not created equal. However, it's crucial to

understand the differences between B2B and B2C CRMin light of each company's individual requirements. Healso says that CRM solutions have a long history ofhelping B2B marketers achieve greater ROI from theirleads. He also says that marketers should form CRM

strategy that is suitable for a B2B form of busine B2BVs B2C CRM. What is the difference? CRM Buyer, Feb2010


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TOOLS OF ANALYSIS

PERCENTAGE ANALYSIS

STATISTICAL TOOLS USED

Chi Square

Correlation

One way ANOVA


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PERCENTAGE ANALYSIS customers idea of

availing AVR MANUFACTURERS s products

in futureassociation with AVR MANUFACTURERS

Total3 years

idea of future

purchase

most likely 7 8 13 6 34

likely 12 15 16 12 55

not sure 0 6 5 0 11

Total 19 29 34 18 100


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Percentage analysisthe customers who

suggested for the improvement of AVR

MANUFACTURERS s products


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Chi square

From the above table it is inferred that p


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Correlation

Correlations

overall

products

avail the

products of

AVR

Manufacturer

s in future

overall products Pearson Correlation 1 -.146

Sig. (2-tailed) .149

N 100 100

avail the products of AVR

Manufacturers in future

Pearson Correlation -.146 1

Sig. (2-tailed) .149

N 100 100

Since r is negative, there is negative relationship between overall product

and avail the product in future.

Ho:There is positive relationship between overall product and avail the product in future.

H1:There is negative relationship between overall product and avail the product in future.


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ONE-WAY ANOVA

ANOVA

Sum of

Squares df

Mean

Square F Sig.

Between

Groups

.026 1 .026 .038 .847

Within Groups 67.014 98 .684

Total 67.040 99

The calculated value of F is less than the tabulated value. Hence, we accept the

null hypothesis and conclude that there significance difference between time

period to associate with AVR Manufacturers and avail the product from other

company.

Ho:There is a significance difference between time period to associate with AVRManufacturers and avail the product from other company.

H1:There is no significance difference between time period to associate with AVR

Manufacturers and avail the product from other company.


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FINDINGS It was found that majority of AVR Manufacturers customers are availing products from

the company from 2 to 3 years.

43% of customers availed Special type Washers from AVR Manufacturers and only 8.3% have

approached for Automotive Jack Parts.

Out of 60 customers 65% of the customers had shifted to AVR Manufacturers from other

companies. Out of that 69% of customers availed the same products from Competitor 1 and

Competitor 2 and other customers equally availed from other local companies.

48.7% of the customers availed Automotive Jack Parts, 30.8% have availed Sheet Metal

Components, and 20.5% Special type Washers and none of the customers have availed

Automotive Jack Parts from other companies.

In case of personnel, customized solutions and communication other companies were found

to be outstanding than AVR Manufacturers.


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Findings

Majority of the customers considered promptness,personnel, communication, price, post product deliveryas most important attributes in the level of product.

Communication, customized solutions and personnelare the areas where AVR Manufacturers is operatingbelow average.

Only 13.3% of customers had encountered problemswhile availing products and the problem has been

immediately resolved for 62.5% of customers and forthe rest it was still unresolved.


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SUGGESTIONS

The company can change its communication method i.e. they can

communicate to the customers on daily basis to avoid the gap on product

development.

The company can increase its skill of members in order to deliver its

products effectively.

The company needs to educate the customers on their products related to

Automotive Jack Parts and its relevance to the customers.

The company needs to scan the environment using ETOP and offer

additional sub categories of products in each product assignment

matching to the competitors offerings. The company can collect feedback from its customers regularly, which may

help them to improve in the setback areas on SDLC approach where there

is a need for change.

Based on their existing customers unique needs, company can expand

their range of products


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conclusion

The response levels of AVR Manufacturerscustomers were good and the problems wererectified with least MTBF support system.

The overall products provided by AVRManufacturers were good.

The customers expectations are yet to be met

by AVR Manufacturers to provide customizedproducts. This can be achieved only througheffective R&D Plant.


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BIBLIOGRAPHY

BOOKS, JOURNALS AND MAGAZINES

Philip kotler Marketing Management- Pearsoneducation/ PH:30, 2003

Kothari C.R- Research Methodology. Zeithaml and Bitner- Products marketing.

Indian Journal of Marketing.

WEBSITES

www.avrmanufacturers.com www.srcibd.com

www.resourceinputs.com
http://www.avrmanufacturers.com/http://www.srcibd.com/http://www.resourceinputs.com/http://www.resourceinputs.com/http://www.srcibd.com/http://www.avrmanufacturers.com/

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