A STUDY ON

CUSTOMER

SATISFACTION ON

ELECTRONIC

PRODUCTS

The modern society focus on technology oriented marketing activities. To achieve the better

standard of living technology is helping in identifying and satisfying the needs.

KELTRON ELECTOR CERAMICS LIMITED is a subsidiary of Kerala state Electronics

Development Corporation Limited, (KELTRON). The, Company was incorporated in the name

and style "DIELECTRO MAG-NETICS LIMITED" in the year 1974. It became a Keltron Group

Company* in the year 1977.

In the study of Marslow’s hierarchy of needs it is observed that a humanbeinghave five stages of

hierarchical needs like; hunger and sleep. In the second order it is the security needs like shelter ,

employment and protection. Im the third hierarchical need is the social need living in a society

like family , friends etc. In the fourth level of hierachical needs it is esteem needs were his wants

recognition in the last theory , we find the self actualization need which on individuality of

person

OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVES

To know about the Customer Satisfaction of the Keltron Products customers

SECONDARY OBJECTIVES

To know about the company’s approach and their attitude on handling different types of

customers

To find out the customer’s perception and attitude towards service of the company

To find out the customer relationship officers knowledge about customers expectation

and their needs

To know about the potential problems of the customers

To know about the complaint management.

SCOPE OF STUDY

This study is dealing with the customer satisfaction of keltron product. On the basis of the study

we can identify the customer requirements and the level of satisfaction with related activities. It

will help for better decision making and modifications.

LIMITATIONS OF THE STUDY

The information might not be accurate due to closed ended questionnaires. Other than the

option may have its control over the customer’s perception and response.

Because of the fixed number of samples, we can’t take the result for whole.

As simple random sampling has been used, probability will be more for sample error. It

might have the chances to take full of positive result giving or negative result giving

samples.

Due to time constraint, the researcher couldn’t able to cover all the areas and all the

customers.

Personal bias is possible because of direct questions

INTRODUCTION

Research is defined as a “Systematized Effort To Gain New Knowledge”. Research

comprises defining and redefining problems, formulating hypothesis or suggest 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. It

refers to the systematic method consisting of enunciating the problem, formulating a hypothesis,

collecting the fact the data, analyzing the facts the reaching certain conclusion

RESEARCH DESIGN

A research design is an arrangement of conditions for collection and analysis of data in a

manner that aim combine with relevance to the research purpose with economy in procedure.

The researcher had done descriptive research for studying the attitude of the employee. A

simple descriptive research design is used when data are collected to describe persons,

organizations, settings, or phenomena.

SAMPLE DESIGN

Sample design refers to the technique or the procedure the research would adopt in

selecting item for the sample. Probabilistic sampling design has been used to conduct the

research.

SAMPLING UNIT

Sampling unit is the basic unit containing the elements of a target population. The

sampling unit of the study is only the customers of Keltron Electronic products

POPULATION

Population of this study is the customers of Keltron Electronic products

SAMPLE SIZE

The study contains a sample size of 100 customers of Keltron Electronic products

PERIOD OF STUDY

The time period of the study is 6 months. Within the 6 months all research works have

been completed.

SAMPLING TECHNIQUES

Simple random sampling is adopted as sampling technique. It is also known probability

sampling where each and every item in the population has an equal chance of inclusion in the

sample and each one of possible samples in case finite universes, has the same probability of

being selected.

DATA COLLECTION METHOD

The data was collected from the both primary and secondary sources.

PRIMARY DATA

The primary data are those data, which are collected freshly for the first time, and they

are original in character. The researcher had collected primary data , which had obtained by a

study specifically designed to fulfill data needs of the problem at hand such data are original as

character. They are also follows.

SECONDRY DATA

The secondary data as those which have been collected by some one else and which have

already been passed through the statistical process. the researcher uses different sources to

collect the data’s such as company publications, business journals, magazines, project reports,

websites, etc.

TOOLS USED FOR ANALYSIS DATA

Simple percentage analysis

Percentage refers to special kind of ratio. Percentage are used to make a comparison

between two or more serious of data. The percentage method is some times used for describing

relationship. Since the percentage reduce everything to a common comparison to be made.

Simple percentage analysis

= No of respondents/ Total no of respondents*100

Hypothesis:

Hypothesis means a mere assumption or some supposition to be proved or disproved,

hypothesis in two types

Alternative hypothesis (H1) - there is a significant relationship between independent and

dependent variable.

Null hypothesis (Ho)- there is no significant relationship between independent and

dependent variable.

Chi- square Test method

The chi- square test is an important test among the several tests of significance developed

by statisticians. Chi- square symbolically written as xxx is a statistical measure used in test of

sampling analysis. It can be calculated using a formula.

(O-E) 2

2

= --------------

E

E = RT*CT/N

O = Observed frequency

E = Expected frequency

RT = Row total

CT = Column total

N = Total No. of observations.

Degree Of Freedom = (R-1)* (C-1) (at 5% significance level)

Where, R= No. of rows

C = No. of columns

If the calculated value is greater than the value, the hypothesis is rejected otherwise accepted.