ashish questionnare

8/14/2019 ashish questionnare

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GROUP 4

1.GAURAV SHARMA A - 28

2.GUNJAN ANAND A - 29

3.HIMANSHU DUA A 314.JATIN DHIR A - 33

5.KARANJEET KAUR A - 34

6.KUMARI RACHNA ROY A - 35

7.KUNAL KAPOOR A 36

8.Ashish Kumar Singh A-15


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CONTENTS

Chapter No. Particulars Page No

1 Executive Summary

2 Critical Review of Literature

3.0 Research Methodology3.1 Primary Objective(s)3.3 Research Design

3.4 Sample Design3.5 Scope of the Study3.6 Limitations

4 Company Profile

5 Industry Profile

6.0 Data findings6.1 Analysis

7.0 Recommendations7.1 Conclusions

8 Bibliography

9 References

10 Case Study

11 Appendix and Annexure

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CHAPTER 1

EXECUTIVE SUMMARY

This is the project about profiling the brand personality of airconditioner brands. The project involves the study of the wholeAir Conditioner market. In this study we have studied the five ofthe major players in AC that is LG, Samsung, Hitachi, Videocon,Voltas. The report included the survey of the customers of theseparticular brands and then analyzing what kind of their customersare, the brand targets which segment of the customers, the

customers age group, income group, their education level.

The objectives of the research includes:

To identify the AC market, products and the players within

this segment. We Have taken the major competitors in AC segment as LG,

Samsung, Hitachi, Videocon, Voltas and did an in depthcomparison of the same on certain parameters, which will bedefined in the due course of the proposal.

To ascertain potential market and competition. Ascertain the consumer preferences and satisfaction factor To highlight the perception of the consumers for the Air

Conditioners. To do the brand profiling. To know the personality traits, likings of the customers for

individual brands. To know which customer prefer which brand. Why do they purchase this brand only? How does this brand matches to their personality.

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Which brand targets or is liked by the customers of whichage group

Which brand is affordable by which income group. Do the customers want to repurchase this brand? If yes,

then why so. What are the characteristics of the customer the brand

targets? To know the profile of the customer for a particular brand.

A brand is the promise you make to customers combined with thecustomers judgment about how well you deliver on that promise.

A successful, brand becomes an emotional bond that buildscustomer loyalty. A brand includes your logo, color scheme,taglines, slogan, design elements and more. Think of branding asthe personality of your enterprise. Define that and the logo andother marketing messages will follow.

The size of the air-conditioner industry in India is about Rs2,000 crore. The industry can be sub-divided into non-ducted and

ducted products. The demand for non-ducted products -- windowair-conditioners and mini-splits -- comes from both householdsand corporate. The demand for ducted products -- central plants,packaged air-conditioners and ducted splits -- is only from thecorporate.

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CHAPTER 2

CRITICAL REVIEW OF LITERATURE

Carrier Corp., headquartered in Farmington, Conn., is the world'slargest provider of heating, air-conditioning and refrigerationsolutions. With 2007 revenues of $14.6 billion, Carrier hasapproximately 43,000 employees worldwide and operations inmore than 170 countries. Carrier is part of United TechnologiesCorp., a Hartford, Connecticut-based provider of products andservices to the aerospace and building systems industries

worldwide.

Air Conditioner Market

THANKS TO the fabled Indian middle-class, the air-conditionermarket is hooting up.An inordinately hot summer in 2004 appearsto have convinced the people the comfort of an air-conditioner

and a large number appears to have decided to take one home thisyear. Indeed, in the last few the years, the demand for air-conditioners from the household sector has been growing rapidly.Still, the demand growth in 2004 was particularly noticeable, andwas also the most significant change in the industry during thisperiod.According to some industry estimates, growth in volume terms

has been 45-50 per cent this fiscal. But official statisticsunderestimate this and even report a decline in production.Nevertheless, by all accounts, including a study by theConfederation of Indian Industry, there has been a noticeable

jump in the demand for air-conditioners from the householdsegment. After several years of relatively modest growth, which

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was totally at variance with the latent potential of the product,the sharp growth in demand the summer past was very welcomefor air-conditioner companies in many respects. One, it relativelyreduced their dependence on the corporate sector which is stillthe major demand driver. Corporate traditionally accounted forabout 60 per cent of the total demand for air-conditioners. Butthe burgeoning demand from the household segment could levelthe ratio in the near future

One of the significant factors influencing the fortunes of theindustry is the taxation structure. The industry has come a longway from the time when the excise duty structure favoured onlythe unorganized sector. The steady fall in the excise rate in the

1990s helped the organized sector cope with the competitionfrom the unorganized sector on more favorable terms. Still, theunorganized sector continues to meet a sizeable proportion of thedemand for non-ducted products.

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There was a significant change in the excise duty structure in2000. The rate was raised from 30 per cent to 32 per cent andthis was expected to adversely impact the industry. However, theshift to a maximum retail price based system for the levy ofexcise appears to have helped the manufacturers. In the MRP-based system, an abatement of around 40 per cent was provided.This ensured that the impact of the increase in excise wasminimal if not positive. Another major fiscal change is theremoval of quantitative restrictions on imports. Imports are,however, not all that competitive considering the Customs dutystructure. An import duty of 44 per cent along with a

countervailing duty, which is equivalent to the excise duty, is alarge enough protection for the domestic companies.

Growth of AC market

The demand for non-ducted products grew steadily in the latterhalf of the 1990s. The demand for mini-splits has grown at ahigher rate compared to window ACs because of the lower base.The demand switch from mid-sized ducted products, such aspackaged ACs or ducted splits, to mini-splits is also one of thereasons for the larger growth rates in the latter segment.

Another major reason for the growth in demand was theincreased attention this product category has attracted in therecent past. Prices of air-conditioners dropped sharply in thepast few years because of competition. Most established players

upgraded their manufacturing facilities, while fresh capacitieswere created by companies such as Matsushita (National brand).The marketing and advertisement spend by companies has alsobeen on the rise.

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With such investments flowing into building both the product andthe brand, the expansion of the market was inevitable. As seenwith other consumer durables, in the initial years of increasedintensity of competition, both existing and new players investmore cash. This leads to a drop in prices, fuelling demand and theresult is a much larger market. And the non-ducted segment hasattracted a lot of players in the last few years. The latent long-term demand potential from Indian households has led to anumber of multinational companies making a beeline to set up basein the country.Major players in this product category are Carrier Aircon, Voltas

and Blue Star. Brands such as Hitachi, Videocon and Godrej alsohave a sizeable presence. Among the recent entrants, the Koreanbrands such as Samsung and LG have been able to make animmediate impact. Other brands that have positioned themselvesfor a share in this fast-growing market are National, Fuji Generaland Daikin. On a much smaller scale, Whirlpool and Electroluxhave entered the market to cater to household demand.

Initially, the entry of new players did have an adverse impact onthe established players -- especially Voltas and Carrier Aircon.The reduced sales of window ACs by Carrier Aircon and Voltas in1999-2000 compared to 1998-99 is testimony to the adverseimpact caused by the entry of the new brands, especiallySamsung and LG. However, since the beginning of 2000-01, itdoes appear that the established players -- Carrier Aircon andVoltas -- have started to hit back. They may have even picked up

some of the market shares they lost in the earlier period. Again,initially, margins of established companies suffered as largeroutlays in selling and distribution failed to translate into superiorsales growth. The trend now appears to have been reversed.

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History

When Willis Carrier invented the first system for manufacturedweather in 1902, he sparked an industry that revolutionized the

way in which we live, work and play. From that defining moment and through to the present day Carrier has been a companybuilt on a legacy of innovation. For more than a century, ourresearch, expertise and forethought have resulted in market-leading innovations and firsts that have shaped and defined theheating, air conditioning and refrigeration industry. Through ourhistory of product excellence and committed customer service,we have evolved into a global company serving millions of people

and businesses in 172 countries on six continents around theworld.

Carrier India Vision:

To be recognized as the leader in every segment we operate in by

Being customer focused in everything we do and followingACE diligently

Delivering best in class quality in the product as well asaftermarket service

Being environmentally conscious in areas of energyefficiency and pollution

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Establishing a performance culture that respects humanvalues & team work

Remaining embedded in our core values of EH&S and ethics

Thereby growing profitably and ahead of the market everyyear, making Carrier a destination of choice for all withinHVAC&R industry.

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CHAPTER 3

RESEARCH METHODOLOGY

1. Problem Definition:The main problem that is considered in this project is to find

out the reasons why the profits of the Carrier AC are

declining inspite of its market share. The various Air

conditioner brands in market are loosing out their market

share to the high-end players. The additional problem that weneed to analyze is as to which class of people is carrier

targeting and what kind of customer and what they should

target.

Primary objective:

To conduct a market feasibility for CARRIER AC in India.

Secondary objectives:

To analyze the scope of Carrier AC market in India.

2. Research Question:

What is the reason for declining sales of Carrier AC?

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3. Formulation of Hypothesis.

Ho [null hypothesis]: The decline of sales of CARRIER AC is

dependent on inferior After Sales Service.

H1 [alternative hypothesis] : The decline of sales of CARRIER AC

is independent of inferior After Sales Service.

4 Research Design :

For completion of this research work we have selected the

Exploratory & Descriptive research design because we have to

find out the behavior of the existing customers towards Carrier

AC which is experiencing declining sales. For finding their

response for the AC that they are already using, we designed

questionnaire and tried to find out the information about the

various parameters that they think are faulty and which need

improvement.

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Exploratory research design has been used to find out the

satisfaction level in existing customers.

5 Sampling Design :

Sampling technique is judgemental in this research which is a Non

Random Sampling Method. All the respondents were selectively

picked, these were the respondents which were already using

Carrier ACs. Questionnaire both in printed and electronic form

were given to the respondents and their respective responses

were collected.

The respondents included housewifes and working professionals.

3.6 Scope of study:

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1. To find out the common problems that are faced by Carrier AC

Users i.e. the problems they come across while using and

maintaining the AC.

2. To study the main purpose for which the air conditioners are

purchased i.e. whether they are purchased for home use or for

office use.

3.7 Limitations:

1. Credibility of information given by respondents.

2. Shortage of time and funds.

3. Inexperience of researchers.

4. Small sample size.

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CHAPTER 4

COMPANYS PROFILE

Founded in 1915 by Dr. Willis Carrier, the inventor of modern air-conditioning, Carrier has developed into being the largest globalmanufacturer of air-conditioning, heating and commercialrefrigeration systems. Over the decades, the Carrier name hasbecome synonymous with reliability, innovation, commitment,superior technology, cutting-edge manufacturing and world-classperformance.

Carrier , a global player in the HVACR market with operations in172 countries, 71 manufacturing locations and 18 design centers,employing approximately 41,000 people worldwide and revenues of$13.4 billion in 2006. It has the broadest product offering in theworld with strong technology / innovation focus and 348 patentsin the last 4 years. It also has one of the most prestigiousinstallation bases in the world.

Carrier is a part ofUnited Technologies Corporation, a $47.8billion, in 2006,conglomerate operating in the high technologyspace. The UTC group leads with businesses in aerospace &building systems with companies like Carrier (air-conditioning),Otis (Elevators), Pratt & Whitney (Jet- engines), Sikorsky(Helicopters),UTC Fire & Security (Chubb + Kidde), HamiltonSundstrand and UTC Power.

Carrier started its operations in India with the setting up ofCarrier Aircon in 1986, and established Carrier Refrigeration in1992. It was the first global company to bring to the Indianconsumer, access to advanced technology and air-conditioning andrefrigeration products from the worldwide product portfolio of

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Carrier. In Oct. 2006, both these companies merged to form anew entity called Carrier Airconditioning & Refrigeration Ltd. Carrier's India operation has many firsts to its credit :

First air conditioning company to introduce the concept of aComfort Shop.

First to develop exclusive dealer networks in the country.Today, there are over 345 Carrier exclusive dealers inIndia.

Setup the Willis Carrier Engineering Center to providetechnological support to develop new products and upgradeexisting ones.

Introduced finance schemes that have taken air-conditioners outof the luxury category and made it affordable for thehomebuyer.

Carrier's Gurgaon manufacturing facility produces airconditioning equipments including Window Room Air conditioners,Hi- Wall Splits, Slimpak Splits, Cassette Splits, Ducted Splits and

Chillers. It also manufactures Refrigeration Equipments includingCold chain equipment comprising of Cold Rooms, TruckRefrigeration & Bus Air-conditioning system, Freezers, VisiCoolers & Super Market Products .All these are supported by theWillis Carrier Engineering Center.

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SNAPSHOTS

Environmental timeline

2005

INNOVATION

Evergreen VSS, Featuring World Class

Non-ozone-depleting Efficiency

Carrier debuts Evergreen VSS chillers,

featuring new technology that combinesHFC-134, a non-ozone-depleting refrigerantand a high efficiency Variable Speed Screw(VSS) compressor-based chiller system.

2004

EVENT

Carrier Leads Industry Support For 13

SEER

Carrier leads industry compliance with 13SEER, the government-mandated energyefficiency standard for residential centralair conditioners and heat pumps in the U.S.

2003

AWARD

EPA recognizes UTC and Carrier as

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Climate Leaders

The Environmental Protection Agency namesUTC and Carrier Climate Leaders.

2002

AWARD

China Ozone Protection Award

Carrier establishes the China Ozone

Protection Award with the Chinesegovernment.learn more

2001

INNOVATION

EliteLINE Container Unit GeneratesLowest Total Equivalent Warming Impact

Carrier introduces the EliteLINE containerunit, generating the lowest total equivalentwarming impact.

2000

INNOVATION

ComfortID, Demand Control Ventilation

For Commercial Buidings

Carrier develops ComfortID, a demand

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control ventilation solution for commercialbuidings.

1997

EVENT

UTC To Reduce Energy & Water Use By

25% Of Sales

UTC introduces a program to reduce itsEnergy & Water usage by 25% of Sales by

2007.1996

INNOVATION

Puron, Non-ozone-depleting Residential

Central Air Conditioners

Carrier introduces Puron, non-ozone-depleting residential central air conditioners.

1995

AWARD

EPA Stratospheric Ozone Protection AwardCarrier is awarded the Stratospheric OzoneProtection Award by the EnvironmentalProtection Agency (EPA).

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1995

INNOVATION

1st Non-ozone-depleting Centrifugal

Chiller

Carrier develops the 1st non-ozone-depletingCentrifugal Chiller.

1994

INNOVATION

1st Non-ozone-depleting Rooftop &

Residential Units

Carrier develops the 1st non-ozone-depletingrooftop & residential units.

1993

INNOVATION

Carrier Pioneers Worldwide CFC Phase-out

Carrier leads the industry in the worldwidephase-out of CFCs.

1993

EVENT

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US Green Building Council (USGBC) Charter

Member

Carrier becomes a US Green Building Council

(USGBC) Charter Member.

SWOT ANALYSIS OF CARRIER AC

Definition

SWOT Analysis is a strategic planning tool to evaluate the

Strengths, Weaknesses, Opportunities, and Threats involved in a

project or in a business venture or in any other situation of an

organization or individual requiring a decision in pursuit of an

objective. It involves monitoring the marketing environment

internal and external to the organization or individual.

SWOT Analysis

Strengths

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First air-conditioning company to introduce the concept of aComfort Shop.

First to develop exclusive dealer network in the country.Today, there are over 400 Carrier Aircon exclusive dealersand 60 Carrier compressor dealers in India.

It has a strong setup, Willis Carrier Engineering Center, toprovide technological support to develop new products andupgrade existing ones.

It has successfully introduced finance schemes that havetaken air-conditioners out of the luxury category and madeit affordable for the home buyer.

Carrier has a strong nation-wide infrastructure with around20 offices and 400 odd exclusive dealers. Carrier was the first in the industry to introduce non-ozone

depleting commercial and residential air-conditioningsystems.

Weaknesses

Highly dependent on its parent company for R&D and

technology support. After sales services is one of the most crucial aspects.

Opportunities

Growing Indian middle class characterized with lowpenetration level of consumer durable.

Advent of Internet provides an excellent opportunity to

reach to a large base of consumers and cut costs. There is a changing dynamics of consumer behavior where in

luxury goods are being perceived as necessities with higherdisposable incomes being spent on lifestyle products.

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Threats

Likely to face fierce competition from domestic companiesas they have well acknowledged brands, an extensivedistribution network and better insights about the localmarket conditions.

Increased threats from cheaper imports, especially fromChina.

Inflation effectCHAPTER 6

INDUSTRY PROFILE

Industry overviewThe size of the air-conditioner industry in India is about Rs2,000 crore. The industry can be sub-divided into non-ducted andducted products. The demand for non-ducted products -- windowair-conditioners and mini-splits -- comes from both householdsand corporate. The demand for ducted products -- central plants,packaged air-conditioners and ducted splits -- is only from thecorporate.

Industry Trends

A vast majority of middle-class Indian homes have traditionallybattled the summer heat with the help of fans or giant fan-drivenwater coolers which blast cool air. "All these years companieshave thought of an AC as an expensive luxury product but that's

no longer true, (The AC) has moved from its luxury status to anecessity item just like any washing machine or refrigerator. Airconditioner companies see India as a potential gold mine as itoffers a winning combination of rising disposable incomes and ACownership levels of just 1.1 percent of households. And averageprices for air conditioners in India have dropped by about 20

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percent over the past two years thanks to new companiesentering the fray, making them more accessible to consumers.

With average incomes rising, AC penetration to follow the sametrajectory as colour TV ownership which is pegged at 18 percentof all households and whose sales have also been spurred byfalling prices. Indians bought 6.2 million colour TVs in the year toMarch 2002 and sales could leap 30 to 35 percent this year,industry estimates say. The Indian middle-class, estimated atbetween 40-70 million people, is the main target for airconditioner companies. AC sales grew 8.0 percent in 2001 and

would have raised more but early rains cooled temperatures andchilled demand. The dismal supply of power where outages, lastinghours, are a part of life in large swathes of India, could stillthrow a spanner into the bullish hopes of AC companies. The bigproblem is the quality of power supply and the cost of running anAC running costs are upwards of three rupees an hour dependingupon electricity tariffs. Also hurting growth is the unofficial"grey" market that accounts for close to 15 percent of the sales.

But that is down from 70 percent a decade ago, as competitionamong established players and growing preference for brandname ACs among consumers who want after-sales service hasnarrowed the gap to around 3,000 rupees from 7,000 earlier. Itwill shrink further and further as markets mature and consumersget educated.

Indian air conditioner market is already flooded by players like

Hitachi, Whirlpool, LG, Haier, Samsung, Voltas, Videocon and many

more. Each competing on the basis of price and features.

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Carrier has played a pioneering role in the growth of airconditioners in India. Carrier has established itself as the marketand brand leader in the Air Conditioner market in India. Thecompany has built a diverse product portfolio to meet the needsof different consumer segments, ranging from middle income

buyers to high class buyers, who look for high performance andbetter quality.

Brand being usedCarrierHitachisamsung

LGother

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PRODUCT LINE:

Air Quality Solutions

Improve the quality of air in your home.

Controls and Thermostats

Innovative controls that manage all aspects of your homecomfort.

Air Conditioners and Heat Pumps

for Split Systems

Cooling solutions for split systems. Choose a heat pump for A/Cand extra heating.

Furnaces for Split Systems

Heating solutions to work with your preferred fuel source.

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Fan and Evaporator Coils

Coils connect to the refrigerant line from Heat Pumps or A/Cunits. Fan coils add air flow.

Duct-Free Split Systems

Can't install ducts in your home or room? Consider a duct-freesolution.

Packaged Products

Carrier's All-In-One external solutions for whole home heatingand cooling.

Room By Room Solutions

Solutions for cooling and heating for individual rooms.

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Boilers

The perfect heat source for your home's radiant heat system.

Generators

When power goes out, your home health and comfort are on theline. Back yourself up with a state-of-the-art Carrier.

Carrier is famous in India because of its high quality, innovationand ability to cater to consumers of various stratas of life.Across the globe, Carrier ship one residential heating/cooling

system every 3 seconds and install a unit every 6 seconds. Nomatter what home and office comfort needs, people can count onCarrier to keep them comfortable.

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CHAPTER 6

FINDINGS AND ANALYSIS

FINDINGS:

According to our survey with sample size of 15 Carrier AC users,

we found following results.

SPSS ANALYSIS:

These are some very interesting, informative and decisive

information generated by SPSS processor. It includes report of

current customers and their responses to Carrier, Price range

their brand loyalty, and their expectations with Carrier AC.

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Regression

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Notes

Output Created 25-Mar-2008 16:58:57

Comments

Input Data C:\Documents andSettings\hp\Desktop\sfd.sav

Active Dataset DataSet0Filter Weight Split File N of Rows in

Working Data File 21Missing ValueHandling

Definition ofMissing

User-defined missingvalues are treated asmissing.

Cases Used Statistics are based oncases with no missingvalues for any variableused.

Syntax REGRESSION/MISSING LISTWISE/STATISTICS COEFF

OUTS R ANOVA/CRITERIA=PIN(.05)

POUT(.10)/NOORIGIN/DEPENDENT q7/METHOD=ENTER q4 q1

q3 q2 q5 q6 q8 q9/METHOD=ENTER q1 q2

q3 q4 q5 q6 q8 q9.

Resources Processor Time 00:00:00.063

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[DataSet0] C:\Documents and Settings\hp\Desktop\sfd.sav

Variables Entered/Removedb

Model

VariablesEntered

VariablesRemoved Method

1 q9, q5, q2,q6, q1, q8,q3, q4a

. Enter

a. All requested variables

entered.

b. Dependent Variable: q7

Model Summary

Mode

l R

R

Square

Adjusted R

Square

Std. Errorof the

Estimate1 .861a .740 .394 .32218

a. Predictors: (Constant), q9, q5, q2, q6, q1, q8,q3, q4

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ANOVAb

ModelSum ofSquares df

MeanSquare F Sig.

1 Regression

1.777 8 .222 2.140 .185a

Residual .623 6 .104Total 2.400 14

a. Predictors: (Constant), q9, q5, q2, q6, q1, q8,q3, q4

b. Dependent Variable: q7

Coefficientsa

Model

UnstandardizedCoefficients

Standardized

Coefficients

B Std. Error Beta t Sig.

1 (Constant)

1.231 .736 1.672 .145

q4 .358 .247 .608 1.447 .198q1 -.216 .081 -.733 -2.679 .037q3 -.035 .093 -.123 -.372 .723q2 -.067 .097 -.223 -.693 .514q5 .277 .133 .484 2.091 .082q6 -.230 .164 -.711 -1.400 .211

q8 -.111 .106 -.320 -1.055 .332q9 -.039 .100 -.118 -.392 .708

a. Dependent Variable: q7

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T-TEST/TESTVAL=0/MISSING=ANALYSIS/VARIABLES=q1 q2 q3 q4 q5 q6 q7 q8 q9

/CRITERIA=CI(.9500).

T-Test

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Notes

Output Created 25-Mar-2008 17:03:25

Comments

Input Data C:\Documents andSettings\hp\Desktop\sfd.sav

Active Dataset DataSet0Filter Weight Split File N of Rows in

Working Data File 21Missing ValueHandling

Definition ofMissing

User defined missingvalues are treated asmissing.

Cases Used Statistics for eachanalysis are based on thecases with no missing orout-of-range data for any

variable in the analysis.Syntax T-TEST

/TESTVAL=0/MISSING=ANALYSIS/VARIABLES=q1 q2 q3

q4 q5 q6 q7 q8 q9/CRITERIA=CI(.9500).

Resources Processor Time 00:00:00.000Elapsed Time 00:00:00.015

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One-Sample Statistics

N MeanStd.

DeviationStd. Error

Mean

q1 15 2.4000 1.40408 .36253q2 15 3.2000 1.37321 .35456

q3 15 2.8000 1.47358 .38048

q4 15 2.2667 .70373 .18170

q5 15 3.6667 .72375 .18687

q6 15 2.7333 1.27988 .33046

q7 15 1.2000 .41404 .10690

q8 15 2.4667 1.18723 .30654q9 15 3.1333 1.24595 .32170

One-Sample Test

Test Value = 0

t dfSig. (2-tailed)

MeanDifference

95% Confidence

Interval of theDifference

Lower Upper

q1 6.620 14 .000 2.40000 1.6224 3.1776

q2 9.025 14 .000 3.20000 2.4395 3.9605

q3 7.359 14 .000 2.80000 1.9840 3.6160

q4 12.475 14 .000 2.26667 1.8770 2.6564

q5 19.621 14 .000 3.66667 3.2659 4.0675q6 8.271 14 .000 2.73333 2.0246 3.4421

q7 11.225 14 .000 1.20000 .9707 1.4293

q8 8.047 14 .000 2.46667 1.8092 3.1241

q9 9.740 14 .000 3.13333 2.4434 3.8233

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From the above whole survey and analysis of various Airconditioner brands, we can analyze that the Carrier is the majorplayer in this segment.

Carrier customers are highly quality oriented and Brandconscious. They are also brand loyal.

They are not at all pricing conscious. It can be due to the factthat Carrier provide quality products and their products arevery much affordable and the products matches according tothe quality and prices charged. Customers consider theseprices as Value for Money.

Customers do purchase other brands as a secondary option

when they purchase two or three ACs for their homes, theypurchase one of this brand.

Hence from the whole survey, we can say that Carrier enjoys thehigh market share but the customers of Carrier do not sharegood experiences by word of mouth. Rather when they are not

satisfied by after sales service, they do not recommend theproduct to other people.

CHAPTER 7.1

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RECOMMENDATIONS

After studying the various parameters of Carrier AC, we have

found out that the sales of the product is decreasing because of

inferior after sales services.

We recommend the following:-

1) Improved After Sales Service It has been found out that

customers find the after sales services of other ACs better than

their Carrier brand. So ,improvement in after sales service can

help in increasing sales.

2)Improve the marketing strategies i.e. advertising and all.

This could certainly help Carrier to penetrate the tough Indian

market and to keep the market share intact.

CHAPTER 7.2

CONCLUSION

From above Literature review and findings we can say that

Carrier needs to redesign its marketing strategies and improve

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its after sales services in order to make a success in India. The

null hypothesis is accepted as r-square is .740 hence consumers

value after sales services alot; however if Carrier improves the

services, then there are quite good chances of a grand success as

Indian air conditioner market is growing very fast. So Carrier has

two options:

1. Improve the marketing strategies i.e. advertising and all.

This could certainly help Carrier to penetrate the tough

Indian market and to keep the market share entact.

2. Improve after sales service of the Air conditioner.

Finally we can conclude that the success(or Sales) of Carrier AC

is dependent on after sales service; null hypothesis is accepted.

Indian customers wont buy it just because it is their brand; but

they expect value for money and satisfaction.

In other words we can also conclude that success of Carrier AC is

more dependent on its after sales service than its price as the

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cumulative result of its enhanced (expected) version are quite

surprising and favorable for Carrier.

CHAPTER 8

BIBLIOGRAPHY

1.Business Research Methods(BY Donald R Cooper& Pamela S

Schinder)Chapter 1 :Page22-23.

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2. Business Research Methods(BY Donald R Cooper& Pamela S

Schinder)Chapter 2 :Page 40-45


Schinder)Chapter 3 :Page72-77


Schinder)Chapter 4 :Page96-98.


Schinder)Chapter 6 :Page140-144


Schinder)Chapter 15,16,17,18 :Page402-526.

7. Research Methods ( BY Ram Ahuja) Chapter 1 :Pages 70-74

8. Research Methods ( BY Ram Ahuja) Chapter 3 :Pages 120-127.

9. Research Methods ( BY Ram Ahuja) Chapter 4 :Pages 155 -165.

10. Research Methods ( BY Ram Ahuja) Chapter 6 :Pages 193 -196

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CHAPTER 9

REFERENCES

www.marketresearch.com

www.economicstimes.com

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www.timesofindia.com

www.surveysampling.com

www.residential.carrier.com

www.airmakers.com

http://books.google.co.in

http://finance.yahoo.com

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and Systems Inspection Group. The study recognized theinefficiency of the original chiller plant and we recommended thatthe existing chillers be replaced within the next five years,added Taniyama.

Power and Systems Inspection Group went on to design a solution.Efficiency was paramount, stated Brandon Metter, facilitiesengineer, Pioneer Plaza, LLC. However, the owners had otherobjectives, too. They wanted a multiple chiller plant withredundant pumps that used the existing electrical supply.Limitations on size and weight would also be considered. Theoriginal chillers could be distinctly heard in the Plaza Club so the

owners wanted a substantial reduction in plant sound levels. Asour objectives were listed, we knew we wanted to look atcentrifugal chillers with variable frequency drives with the bestlife cycle cost, added Metter.

Visits to Carriers chiller plant in Charlotte, North Carolina, andto a competitors facility were planned in order to take a closerlook at centrifugal chillers. During each visit, Metter and

Taniyama toured the manufacturing facilities and met withengineers. We were impressed with Carriers facility, theirengineers, and their 19XRV Evergreen chillers and we havealways been impressed with Carrier sales and service in Hawaii.We knew leaving Charlotte that the Carrier chillers were best forthis job, stated Metter.

Since start-up, The chillers are not only meeting our

expectations, they are exceeding them, concluded Metter. Withthe CarrierOne interface to our EMCS, we have flexiblecontrol, which has led to energy savings of over 14% in the firstfive months of operation, while in one month the savings was over20%, added Taniyama. Raynard Marquina, property manager forPioneer Plaza, LLC agrees, The new chillers are working beyond

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expectations. We used to have to run both of the original chillersto handle the loads in the cooler months, but with the newchillers, we only had one running from December through April.We are seeing significant energy savings.

Solution

Two 350-ton Carrier 19XRV Evergreen centrifugal chillers withvariable speed drives and CarrierOne/BACnet interfaces wereselected to replace two existing 300-ton centrifugal chillers. The19XRVs efficiency, reliability, size, weight, low sound levels, R-134a refrigerant and the expertise of the Carrier engineering,sales, and service staff were all factors in selecting Carrier.

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http://www.commercial.carrier.com/commercial/hvac/product_description/0,,CLI1_DIV12_ETI434_PRD1,00.htmlhttp://www.commercial.carrier.com/commercial/hvac/product_description/0,,CLI1_DIV12_ETI434_PRD1,00.html


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APPENDICES AND ANNEXURE:

Appendix I:

The Earth Times

FARMINGTON, Conn., March 3 /PRNewswire/ -- Carrier Corp., a

unit of United Technologies Corp. , was honored recently with the

Hartford Area Habitat for Humanity's first-ever Community

Ambassadors Award. The organization recognized Carrier for its

10th corporate house sponsorship as well as its ongoing support.

Carrier further supported the Hartford affiliate by donating 10

heating systems installed in new Habitat houses in 2007.

"Carrier has paved the way for other companies as it has raised

the bar on corporate giving and community service," said

Hartford Habitat's Executive Director Michael J. Brett. "We are

pleased to present them with the first Community Ambassadors

Award."

Carrier President Geraud Darnis accepted the award which was

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presented at Habitat's Board of Directors Annual Meeting in

Hartford on Feb. 28. "This is a distinct honor for Carrier," said

Darnis. "As part of our corporate commitment to social

responsibility, we continuously seek opportunities to improve the

communities where Carrier's employees and customers live and

work. We feel privileged to have supported Habitat's efforts in

the Greater Hartford community over the past decade and look

forward to a strong partnership long into the future."

A long-time partner of Habitat for Humanity, Carrier has donated

more than $3 million in cash and equipment and built more than

100 homes on three continents. The company has enabled its

employees to volunteer upwards of 26,000 hours with Habitat for

Humanity affiliates around the world.

"At Carrier, our purpose is to make the world a better place to

live by creating a comfortable, productive and healthy

environment," said Darnis. "We do that with our innovative

products that are energy efficient and environmentally sound. We

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also fulfill our purpose through the actions of Carrier employees

in their communities."

Carrier supports organizations, such as Habitat for Humanity,

that promote the use of green building practices and

environmental sustainability in urban centers. It is in this spirit

that Carrier helped the Hartford Area Habitat for Humanity

incorporate green building practices into its homes in 2006. The

Hartford Area Habitat for Humanity continues to design homes

that meet ecologically sound building standards through the use

of recycled materials, renewable resources and energy efficiency.

About Carrier Corp.

Carrier Corp., headquartered in Farmington, Conn., is the world's

largest provider of heating, air-conditioning and refrigeration

solutions. With 2007 revenues of $14.6 billion, Carrier has

approximately 43,000 employees worldwide and operations in

more than 170 countries. Carrier is part of United Technologies

Corp., a Hartford, Connecticut-based provider of products and

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services to the aerospace and building systems industries

worldwide.

Annexure: Questionnaire

This questionnaire was given to the current customers of

CARRIER AC to find out that where the problem actually lie.

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QUESTIONNAIRE

YOUR SURVEY RESPONSES WILL BE STRICTLYCONFIDENTIAL AND DATA FROM THIS RESEARCH WILL BEREPORTED ONLY IN THE AGGREGATE.YOUR INFORMATIONWILL BE CODED AND WILL REMAIN CONFIDENTIAL.

Name:

Address:

Phone No:

1. Why did you prefer Carrier AC?

QualityCost Brand value Reference Service convenience

2. While you were deciding for the purchase of AC, which brandgave you most quick and easy access to its product information?

LG HitachiSamsung Carrier Videocon Other Specify_______

3. Based upon your most recent interaction with Carrier employee, how would you rate your overall satisfaction with us?

Excellent Good Average Fair Poor

4. Do you feel that your waiting time was:

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less that expected reasonable too long

5. How often did you find problem with Carrier AC?

weekly monthly 1-3 times a year 4-6 times a year Other

6. How is the performance of your AC?Excellent Good Average Fair Poor

7. If given a chance to exchange your AC, will you be willing?Yes No

8. Which other brand would you prefer than carrier.

LG HitachiSamsung Voltas Videocon Other

9. Which of the following factors influence your decision to buyAir Conditioner?

Cost After Sale servicesMaintenance Cooling Effect ElectricityBill Other Specify_______

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10. How would you rate our performance in the following areas?

Exceeded my expectationMet my expectation

Did not meet my expectation

Employee cared about and understood my needs and concerns.

Service delivery was timely and responsive.

Employee was able to assist me or direct me to appropriate source.

Employee was courteous and friendly.

Employee was qualified, knowledgeable and well-informed.

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