7 Biblography & Annexure

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Alliance Business Academy

Bibliography

BOOKS

1. Kothari.C.R, Research Methodology , 2 nd Edition, New Age International Publishers,

2004, ISBN: 81-224-1522-9

WEBSITES :

1. http://windows.microsoft.com/en-in/windows-vista/introduction-to-computers

2. http://www.kpmg.com/in/en/issuesandinsights/articlespublications/kbuzz/pages/it-

bpo.aspx

3. www.hcl.com

4. www.hclinfosystem.com

5. www.hcltech.com

6. www.wikipedia.com

7. www.slideshare.com

8. www.indiainformation.com
http://windows.microsoft.com/en-in/windows-vista/introduction-to-computershttp://windows.microsoft.com/en-in/windows-vista/introduction-to-computershttp://www.kpmg.com/in/en/issuesandinsights/articlespublications/kbuzz/pages/it-bpo.aspxhttp://www.kpmg.com/in/en/issuesandinsights/articlespublications/kbuzz/pages/it-bpo.aspxhttp://www.kpmg.com/in/en/issuesandinsights/articlespublications/kbuzz/pages/it-bpo.aspxhttp://www.kpmg.com/in/en/issuesandinsights/articlespublications/kbuzz/pages/it-bpo.aspxhttp://www.kpmg.com/in/en/issuesandinsights/articlespublications/kbuzz/pages/it-bpo.aspxhttp://www.hcl.com/http://www.hclinfosystem.com/http://www.hcltech.com/http://www.wikipedia.com/http://www.slideshare.com/http://www.indiainformation.com/http://www.indiainformation.com/http://www.slideshare.com/http://www.wikipedia.com/http://www.hcltech.com/http://www.hclinfosystem.com/http://www.hcl.com/http://www.kpmg.com/in/en/issuesandinsights/articlespublications/kbuzz/pages/it-bpo.aspxhttp://www.kpmg.com/in/en/issuesandinsights/articlespublications/kbuzz/pages/it-bpo.aspxhttp://windows.microsoft.com/en-in/windows-vista/introduction-to-computers


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ANNEXURE

Dear Customer,

I am the student of Alliance Business Academy, Bangalore Perusing M.B.A. As a part of my

study, I have undertaken a project work on Customer Satisfaction towards HCL's and its

major competitors' laptop and desktop computers in Bangalore City with special Reference

to HCL Infosystems Ltd.

I shall be very grateful if you could spare a moment in answering the following questions.

Thanking you,

Yours sincerely,

(Mohammed Fathaulla Basha)


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QUESTIONNAIRE FOR BUSINESS CUSTOMERS

1. Have you purchased laptop and / or desktop computers in the past three years?(a ) Yes , Laptop ---; ( b ) Yes, desktop---; ( c ) No, none of the above computers--

( If the answer is ' yes ', continue with question 2 ; and if it is ' no ', discontinue )

2.1. Which of the following brands of laptop / desktop computers did you buy ? ( Tick mark )

Brands Laptop Desktopa) Sony

b) Samsungc) HCLd) Lenovoe) HPf) Dellg) Any other (specify)

2.2. What are the reasons for the above mentioned brand preference ( s ) ?----------------------------------------------------------------------------------------------------------------

----------------------------------------------------------------------------------------------------------------------------------------------------

------------------------------------

3. How important are the following buying attributes ( or factors ) when your organization buyslaptop / desktop computers ? ( Use the following ' Importance scale ' )

Extremely important 1---;Very important 2---;Somewhat important 3---;Not very important 4---;Not at all important 5---

Attributes / Factors Importance Brief reasonsa) Performance b) Storage spacec) Priced) Accessoriese) Availabilityf) Styleg) Sizeh) Speedi) After-sales-service

j) Any other (specify)


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4.How satisfied / dissatisfied are you towards the following brands of laptop / desktop computerswith respect to major attributes ( or factors ). ( Use the following ' Satisfaction scale ' )Very satisfied 1---; Satisfied 2---; Not sure 3---; Dissatisfied 4---; Very dissatisfied 5 ---

Factors Sony Samsung HCL Lenovo HP Dell Any other (Specify )a) Performance

b) Storage spacec) Priced) Accessoriese) Availabilityf) Styleg) Sizeh) Speed

i) After-sales-service j) Any other (specify)

5.Are you aware of HCL's laptop and desktop computers ?(a ) Yes --- ; ( b ) No ---

6. What are your perceptions ( based on your / others' experiences ) about HCL's laptop anddesktop computers regarding satisfaction levels on the following factors ? ( Use the following 'Satisfaction scale ' )Very satisfied 1---; Satisfied 2---; Not sure 3---; Dissatisfied 4---; Very dissatisfied 5 ---

Factors Satisfaction score Brief reasonsa)Performance

b) Storage spacec) Price

d) Accessoriese) Availabilityf) Styleg) Sizeh) Speed

i) After-sales-service j) Any other (specify)

7. Do you have any suggestions for improvements on laptop / desktop computers manufacturedand marketed by HCL ?-----------------------------------------------------------------------------------------------------------------------------------------------------------------------


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-----------------------------------------------------------------------------------------------------------------------------------------------------------------------

8.1. Would you recommend HCL's laptop / desktop computers to your friends or relatives ?

( a ) Definitely, yes--;(b ) Probably, yes--;( c) Not sure--;( d) Probably, no--; ( e ) Definitely, no--

8.2 What are the reasons for the above answer ?----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

9. Personal information9.1 Your name:9.2 Your designation:9.3 Your phone no:9.4 Your email id:9.5 Your organization/industry name, location, place:

THANK YOU VERY MUCH


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QUESTIONNAIRE FOR CHANNEL PARTNERS OR DEALERS

1. Which of the laptop and desktop computer brands are you the authorized dealer and what arethe reasons for your preference?

BRANDS REASONS

a) b)c)

2.How important are the following factors when you decide to take the dealership of particular brands of laptop / desktop computers ? ( Use the following ' Importance scale ' )

Extremely important 1--;Very important 2--;Somewhat important 3--;Not very important 4--;Notat all important 5--

FACTORS IMPORTANCE SCALEa) Brand reputation

b) Performancec) After-sales-service supportd) Margins / discountse) Technical supportf) Availability / deliveryg) Any other ( specify )

3. How satisfied / dissatisfied are you towards laptop / desktop computer brands with respect tothe following factors ? ( Use the following ' Satisfaction scale ' )

Very satisfied 1---; Satisfied 2 ---; Not sure 3---; Dissatisfied 4---; Very dissatisfied 5--

FACTORS Sony Samsung HCL Lenovo HP Dell Any other(specify)a) Brand reputation

b) Performancec) After-sales-service supportd) Margins / discountse) Technical supportf) Availability / deliveryg) Any other ( specify )

4. Are you aware of HCL's laptop / desktop computers?( a ) Yes ---; ( b ) No ---


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5. What are your perceptions about HCL's laptop and desktop computers with respect tosatisfaction levels on the following factors ? ( Use the following ' Satisfaction scale ' )Very satisfied 1---; Satisfied 2 ---; Not sure 3---; Dissatisfied 4---; Very dissatisfied 5--

FACTORS Satisfaction score Reasons/Comments

a) Brand reputation b) Performancec) After-sales-service supportd) Margins / discountse) Technical supportf) Availability / deliveryg) Any other ( specify )

6. If you are not a dealer of HCL computers and are offered a dealership by HCL, would youaccept it ?

( a ) Definitely, yes--;( b ) Probably, yes--;( c ) Not sure--; ( d ) Probably, no--; ( e ) Definitely,no--;( f ) Not applicable, as already HCL dealer--

7. Do you have any suggestions for improvements on laptop / desktop computers made by HCL?----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

8. Personal information8.1 Your name:8.2 Your designation:8.3 Your phone no:8.4 Your email id:8.5 Your organization/industry name, location, place:

THANK YOU VERY MUCH!

7 Biblography & Annexure

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