Consumer Durable Projects

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A STUDY ON CUSTOMER SATISFACTION SURVEY TOWARDS

JAINSONS CORPORATION LTD

By

A.S.SARAVANA KARTHIK(Reg No: 35103240)

A PROJECT REPORT

Submitted to the Department of

SRM SCHOOL OF MANAGEMENT

In partial fulfilment of the requirementsFor the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

IN

S.R.M ENGINEERING COLLEGESRM INSTITUTE OF SCIENCE AND TECHNOLOGY

(Deemed University)

JUNE 2005


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BONAFIDE CERTIFICATE

Certified that this project report titled customer satisfaction towards Jainsons

corporation Ltd. is the bonafide work of Mr. A.S.Saravana karthik. Who carried out the

research under my supervision. Certified further, that to the best of my knowledge thework reported here in does not form part of any other project report or dissertation on

the basis of which a degree or awards was conferred on an earlier occasion on this or any

other certificate.

Signature of the Guide Signature of the HOD

Priya Krishnan Dr.Jayashree Suresh

Signature of the External Examiner


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ABSTRACT

This project A STUDY ON CUSTOMER SATISFACTION SURVEY

TOWARDS JAINSON CORPORATION LTD is done to know the level of

customers satisfaction for the customers of JAINSON CORPORATION LIMITED.So the objective is to know the satisfaction level and find the market potential for the

company and brand Preference of customers.

The survey was based on formal interview with the customers directly and the

responses are collected through questionnaire. The sample size for this research is only

100 respondents and the area selected to do the survey is Mylapore. Here convenience

sampling method was adopted to conduct the survey.

The main aim of this study is to find out of the level of customer satisfaction and

suggests them the means to improve the satisfaction level, which will help them to

increase their sales.

During this survey it is found that 90% of the respondents services provided by

JAINSON CORPORATION LIMITED are up to the satisfaction level from all the

aspects. And only 10% of respondent are dissatisfied. So it is concluded that the services

are satisfactory.

It is also found that there is a huge market for the Television, Refrigerator and

washing machine. Because of the essential need of day-to-day life.

It is suggested to the company that the services provided by them are satisfied

but they have to improve level of sales. It is also suggested to provide offers to their

customers to attract them.


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ACKNOWLEDEMENT

I express my thanks to Prof. R.Venkatramani, Principal, S.R.M. Engineering

College for providing me the opportunity of doing this project.

I would like to thank Dr. Jayashree Suresh, Dean, S.R.M. School Of

Management, for her constant encouragement.

I wish to place on my deep sense of gratitude to my guide Priya Krishnan,

Faculty, S.R.M. Institute of Management Studies, for her valuable and scholarly guidance

and wholehearted encouragement for the completion of this project successfully.

I extend my indictment to Mr.Balagopal, Vice President, Jainson Corporation

limited for allowing me to do my project work and also for his encouraging words during

the project.

I finally wish to thank sincerely to all who have helped me directly or indirectly in

completing my project work successfully.

DECLARATION

I, A.S.SARAVANAN KARTHICK, (Reg No:35103240), MBA, SRM SCHOOL

OF MANGEMENT, S.R.M. Engineering College, do here by declare that this project

work entitled A STUDY ON CONSUMER SATISFACTION SURVEY TOWARDS

JAINSON CORPORATION LIMITED in partial fulfilment of MBA Degree course of

the SRM Deemed University is my original work.

Place:

Date: (A.S.SARAVANAN KARTHICK)


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7.19 Table showing the performance of the products purchased from

Jainsions.

48

7.20 Table showing the availability of after sales service. 50

7.21 Table showing the respondents complaints in Jainsons. 52

7.22 Table showing the service persons performance and attention

towards the complaints.

54

7.23 Table showing the respondents feelings about terms of service in

Comparison with other outlets.

55

7.24 Table showing the respondents who willing to recommend to their

friends, relatives and colleagues.

59

7.25 Table showing the respondents who willing to purchase again. 61


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LIST OF FIGURES

FIGURES

NO

TITLE PAGE NO

7.1.1 The Graphical table showing the respondents who had

purchased the following consumer durable from Jainsons

corporation Ltd

10

7.1.2 The respondents purchased under different session. 12

7.1.3 The different purchase companions of the respondents. 14

7.1.4 The Graphical table shows the analysis about the sales

persons explanation towards the product.

16

7.1.5 The Graphical table shows the sales person explanation

about the brand available in the outlet.

18

7.1.6 The Graphical table shows in the sales persons informations

to the customer in Jainsons.

20

7.1.7 Graphical diagram show the satisfaction of the respondents

about the range of the products and brand available in the

outlet.

22

7.1.8 The Graphical table shows the satisfaction of the

respondents about the range of product and brand available

in the outlet.

22

7.1.9 The Graphical table shows the sales persons attention about

the queries of customer in Jainson

24

7.1.10 The Graphical table showing the whole rating of sales person

behaviours in Jainsons by the respondents.

27

7.1.11 The Graphical table showing the negotiation results by

respondents.

30

7.1.12 The Graphical table showing the respondents who had

Purchased under promotional scheme in Jainsons.

33

7.1.13 The Graphical table showing the satisfaction about sales

Promotional scheme in Jainsons.

35

7.1.14 The graphical table shows the billing performance of

Jainsons.

37


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7.1.15 The Graphical table shows the shopping experience of

respondents in Jainsons. The Graphical table showing the

performance of delivery boys.

39

7.1.16 The Graphical table showing the delivery performanceOf Jainsons to the respondents.

41

7.1.17 The Graphical table shows the satisfaction level of delivery to

respondents.

43

7.1.18 The Graphical table showing the performance of

demonstrators towards the respondents.

45

7.1.19 The Graphical table showing the satisfaction level of product

purchased from Jainsons.

47

7.1.20 The Graphical table showing the availability of after sales

service.

49

7.1.21 The Graphical table shows the respondents complaints in

Jainsons.

51

7.1.22 The Graphical table Shows the services persons

performance and attention towards the complaints.

53

7.1.23 The Graphical table shows the Jainsons service performance

Comparison with other outlets.

56

7.1.24 The Graphical table shows the willingness of the Jainsons

customers to recommend the others.

58

7.1.25 The Graphical table shows the respondents who are willing

to purchase again.

60

INTRODUCTION

Food and shelter are usually referred as primary need of the people. But, now theTelevision, Washing Machine, Refrigerator is very important to people in day-to-day life.

Now a day each and every family are in need of T.V, Washing Machine, Refrigerator and

homely goods. As the technology is rapidly growing the need and consumption of power

is increasing along with the technology.


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When people began to identify the need of the homely product, the market

identifies a lot of opportunity. Slowly the numbers of models were developing to suit the

need of customers. Now so many brands are available in so many models in dealership

companies.

Satisfaction is the level of person who feels the state of resulting from comparing

product perceived performance in relation to the persons expectations. So the customer

satisfaction will have a multiplier effect on sales.

Sample of customers for Jainsons Corporation Limited was selected and the

levels of satisfaction and suggestion where taken into account by collecting datas with

the help have well planned undisguised questionnaire.

STATEMENT OF THE PROBLEM

The company was started in the year 1981. This company deals in the field of

consumer Durable Retail. This Company is Largest Retailing Company in South India.

An attempt has been made in this study to find out the level of customers satisfaction

towards the services provided to customers and also finds the market potential for

JAINSON CORPORATION LIMITED among its customers in Chennai.

The questionnaire method was used to conduct this study. It was the need of this

project study to find ways and means to increase the satisfaction level of customers of

JAINSONS CORPORATION LIMITED.

OBJECTIVES OF THE STUDY

Primary Objective:

The primary objective of this study is

To find the satisfaction level of the customer for the service provided by Jainsonscorporation Limited

Secondary Objective:


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promising so that the customer will be found to by the branded products. There is no

match difference in the customer satisfaction for the customers of Retailing Industry and

other Industries.

5.1 RESEARCH METHODOLOGY

RESEARCH DESIGN

The research conducted for this study was descriptive one. Descriptive study is a

study for collection of data for a definite purpose. This study is typically by an initial

hypothesis. This study was used to identify the customer satisfaction of JainsonsCorporation Limited.

DATA COLLECTION METHOD

To get the required data regarding customer satisfaction only option to go for the

researcher was primary data collection.

To collection the primary data a well planned. Questionnaire was prepared. Thisquestionnaire was a structured and undisguised one. The structured questionnaire was

used since a definite amount of datas was needed for the analysis and it also yield

accurate results when compared to others. The questionnaire was undisguised one since

the objectives of the study will not affect the people by anyway.

SAMPLE SIZE AND TYPE OF SAMPLING

The universe of this study was the total number of customer owing a JainsonsCorporation Limited at Mylapore in Chennai. There are lot of customer are there for

Jainson. So that, the census survey was impossible within the given limits. A sample

survey was undertaken. There are more than 100-sample survey has been done in this

area. There are only around 150-customer address had been given by company. A


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convenience non-probability sampling was undertaken. The company allotted Mylapore

as my area for this project. The survey result is only covered Mylapore.

PILOT SURVEY

Around 100 samples were collected from their respondents as a measure to pre-

test the questionnaire. The suggestions given by respondents were duly considered and

were incorporated in the questionnaire after which it took a final shape. A copy of the

final questionnaire is enclosed in appendix.

STATISTICAL TOOL USED

The statistical method adopted for this project to gain an in-depth view about

customer satisfaction were

1. Chi-Square Test

1. Chi-Square Test

The Chi-Square test was used test the hypothesis. Equal number of respondents servicehighly satisfied, satisfied, not satisfied, highly not satisfied.

The formula for X^2 =(O-E)^2

E

Where

O = Observed Frequency

E = Expected Frequency


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5.2 SCOPE AND LIMITATIONS OF STUDY

1. This scope of study was confined to customer at Mylapore in Chennai.Respondent mostly fined it difficult to spare time during business hours.

However, the survey covers more than 100 samples and all projection andinterpretation are based in the response from these respondents.

2. The study could have been more informative but for pan city of time which wasconfined to just 3 months only.

COMPANY PROFILE

JAINSONS today is a leading brand in Tamilnadu in the field of ConsumerDurable Retail. The company was started way back in 1981 with its first showroom in

Pondy Bazzar and, over a period of time, the company opened additional branches in

Chennai and a few other towns of Tamilnadu becoming multi-outlet retail chain.

Jainsons range of retail products included Televisions, Refrigerators, Washing

Machines, Audio Products, and other electrical appliances for the home. The company

had particularly established a strong position in the Television market in Tamilnadu. The

company had 13 showrooms across Tamilnadu when it was taken over by the ViveksGroup in 1999,Jainsons Corporation Ltd.was registered as a Public Limited Company,

and is a wholly owned subsidiary of Vivek Ltd.

Following the acquisition by Viveks, the company expanded its product portfolio

offering a wide range of consumer electronics and home appliances including small

appliances and recently added Mobile Phones as well. Jainsons had expanded its

operations into more areas and now has 25 showrooms spread across Chennai, Madurai,

Trichy, Comibatore, Salem, Erode, Hosur, Tuticorin, Rajapalayam, Sivakasi, Theni,Karakudi, Paramakudi and Palayamkottai. The company is poised to cross the Rs.100

crore marks in turnover in the current financial year.

The companys modern showrooms display an arrange of products, brand and

models for the customer to choose from. Jainsons provide good service to its customers


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and offers competitive prices too. It is a board of directors oversees management and

employs experienced professionals to manage the various operating functions. Further

expansion of the business is on the anvil. Its emphasis on providing excellent service to it

customer has won the loyalty of a lot of customers. Jainsons presently occupies the third

position among Consumer Durables retail chains in Chennai and the second position inrest of Tamilnadu.

DATA ANALYSIS AND INTERPRETATION

7.1 Table showing the respondents who had purchased the following Consumer

durable from Jainsons corporation limited

Inference

From the table it is clear that 60% had purchased Television,35% had purchased

Refrigerator, and 15% had purchased Washing Machine.

PRODUCT NO.OF

RESPONDENTS

% OF

RESPONENTS

Refrigerator 35 35

Television 60 60

Washing machine 15 15

TOTAL 100 100


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7.1.1 The respondents who purchased the following Products of Jainsons

Corporation Limited.

0

10

20

30

40

50

60

70

80

90

100

Refrigerator 35 35

Television 60 60

Washing machine 15 15

TOTAL 100 100

NO.OF RESPONDENTS % OF RESPONENTS


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7.2 Table showing the respondents those who had purchased under different

sessions

Session No of Respondents %Of Respondents

Forenoon 30 30

Afternoon 10 10

Evening 60 60

Total 100 100

Inference:

From the table showing it is clear that 60% of the respondents had

purchased in evening, 30% of the respondent had purchased in morning and 10% had

purchased in afternoon.


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7.1.2 The respondents purchased under different sessions

0

10

20

30

40

50

60

70

80

90

100

Forenoon 30 30

Afternoon 10 10

Evening 60 60

Total 100 100

No of

Respondents

% Of

Respondents


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7.3The table showing purchase companions of the respondents

Companions No of respondents % Of respondents

Single 10 10

Family member 40 40

Friends 40 40

Others 10 10

Total 100 100

Inference

From that table clear it 40% of the respondents had purchased with it their

family members, 40% of respondents had purchased with their friends and 10% of

customers purchased as single and 10% had purchased with others.

7.1.3 Different purchase companions of the respondents


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0

10

20

30

40

50

60

70

80

90

100

Companions No of % Of

Single 10 10

Family member 40 40

Friends 40 40

Others 10 10

Total 100 100


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7.4 The table showing the analysis about sales persons explanation

Inference

From this table it is clear 90% of the respondents had been satisfied with sales

person explanation about product features but only 10% of respondent had not been

satisfied with the sales persons explanation.

Results No of respondents % of respondents

Positive 90 90

Negative 10 10

Total 100 100


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7.1.4 The graphical table shows the analysis about the sales person explanation

towards the product.

0

10

20

30

40

50

60

70

80

90

100

Positive 90 90

Negative 10 10

Total 100 100

No of

respondents

% of

respondents


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7.5 The table showing the sales persons explanation about all brands available in

the outlet


Positive 80 80Negative 20 20

Total 100 100

Inference

The table shows that 80% of respondents had been satisfied about sales persons

explanations on brand the available in the outlet but 20% had not satisfied.

7.1.5 The graphical table shows the salespersons explanations about the brand

available in the outlet of Jainson

0

20

40

60

80

100

Results No of % of

Positive 80 80

Negative 20 20

Total 100 100


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7.6 Table showing the opinion of the respondents about the sales persons

information about the product.


Positive 90 90

Negative 10 10

Total 100 100

Inference

From this it is clear that 90% of respondents had satisfied with sales person well

information about the product but only 10% had not satisfied.

es persons Information to the customer in Jainsons.

0

10

20

30

40

50

60

70

80

90

100

Positive 90 90

Negative 10 10

Total 100 100

No of

respondents

% of

respondents


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7.7 Table showing the satisfaction satisfaction of the respondents about The

range of products and brands available in the outlet.

Results No of respondents % of respondentsPositive 90 90

Negative 10 10

Total 100 100

Inference

From the table it is clear that 90% of respondents satisfied of products and brand

available in the outlet in Jainson and 10% had not satisfied.

of the respondents about the range of the products and brand available in the

outlet.

0

10

20

30

40

50

60

70

80

90

100

Positive 90 90

Negative 10 10

Total 100 100

No of

respondents

% of

respondents


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7.8 The table shows the Sales persons attention about the queries of the customer


Positive 90 90

Negative 10 10

Total 100 100

Inference

From the table it is clear that 90% of respondents had been satisfied sales person

attention but only 10% of customer had not been satisfied.

7.1.8 The graphical table showing the Sales persons attention about the queries of

customer in Jainson

0

10

20

30

40

50

60

70

80

90

100

Positive 90 90

Negative 10 10

Total 100 100

No of

respondents

% of

respondents


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7.9 Table showing the whole rating of the sales persons behaviour by the

respondent.


Positive 90 90

Negative 10 10

Total 100 100

Inference

From the table it is clear that 90% of the respondent had been satisfied with

the behaviour of sales person and 10% had not been satisfied.

7.10 The table showing the negotiation results by the respondents.


Highly satisfied 8 8

Satisfied 70 70

Not satisfied 20 20

Highly dissatisfied 2 2

Total 100 100

Inference


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From the table it is clear that 8% of the respondents had highly been satisfied

about negotiation results, 70% of the respondents had been satisfied, 20% of

respondents had not been satisfied and 2% of the customers had been highly dissatisfied.

7.1.9The graphical table showing the whole rating of sales persons behaviour injainson by the respondents.

0

10

20

30

40

50

60

70

80

90

100

Positive 90 90

Negative 10 10

Total 100 100

No of

respondents

% of

respondents


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7.5 CHI-SQUARE TEST:For The Table Showing My Negotiation Result by the

Respondents.

RE SULTS NO OF RESPONDENT

HIGHLY SATISFIED 8

SATISFIED 70

NOT SATISFIED 20

HIGHLY DISSATISFIED 20

HYPOTHESIS

Null hypothesis: -

There is no significant relationship between the sati factional level and customers.

Alternate hypothesis: -

There is significant relationship between the satisfaction level and customers

Observed

Frequency

Expected

Frequency

(0-E)^2 (O-E)^ 2/E

8 25 289 11.56

70 25 2025 81

20 25 25 1

20 25 529 21.16

114.72

Calculated value 114.72


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Degree of freedom = n-1

= 4-1

= 3

The table value for 3 at 5% of significanceHence cal value>tab value

114.72>7.815

So we reject the null hy7pothesis

114.72>7.815

There is significant relationship between satisfaction level and customer.

7.1.10 The graphical table showing the negotiation result by the respondents.

0

20

40

60

80

100


Satisfied 70 70

Not satisfied 20 20

Highly dissatisfied 2 2

Total 100 100

No of

responde

% of

responde


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7.11 The table showing the respondents who had purchased under various

schemes in jainson.

Inference

From that table is clear that 20% of respondents got cash discount, 32% of the

respondents got gift offers and 48% of the respondents were not purchased under any

promotional schemes.

7.12 The table showing the satisfaction rate about the sales promotional scheme

in Jainson.


Excellent 10 10

Good 30 30

Ok 20 20

Bad 40 40

Total 100 100

Schemes No of respondents % of respondents

Cash discount 20 20

Gift 32 32

Neither 48 48

Total 100 100


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Inference

From that table it is clear that 10% of respondents felt about promotional

scheme had excellent, 30% of customer felt about promotional scheme as good, 20% of

customer felt about promotional scheme as ok, but 40% of customer felt aboutpromotional scheme as bad.

7.1.11 The graphical table showing the respondents who had purchased under the

promotional schemes in Jainson

0

10

20

30

40

50

60

70

80

90

100

Cash discount 20 20

Gift 32 32

Neither 48 48

Total 100 100

No of

respondents

% of

respondents


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7.2 CHI-SQUARE: -for the satisfaction rate about the sales promotional scheme in

Jainsons

RESULT NO OF RESPONDENT

EXCELLENT 10

GOOD 30

OK 20

BAD 40

OBSERVED

FREQUENC

Y

EXPECTED

FREQUENC

Y

(O-E)^2 (O-

E)^2/E

10 25 225 9

30 25 25 1

20 25 25 1

40 25 225 9

20

Cal value= 20

Degree of freedom= (n-1)

=(4-1)

= 3

The table value for 3 at 5% of significant

Hence cal value > table value

20>7.815

Hence we reject the null hypothesis and calculate that the different is significant


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There is significant relationship between sati factional level and customers.

7.1.12 The graphical showing satisfaction about sales promotional scheme

0

10

20

30

40

50

60

70

80

90

100

Excellent 10 10

Good 30 30

Ok20 20

Bad 40 40

Total 100 100

No of

respondents

% of

respondents


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7.13 The table showing billing performance of Jainsons

Inference

From the table clear that 90% of respondents satisfied with Jainson billing

performance but 10% of respondents were not satisfied.

7.1.13 Billing performance of Jainson

0

20

40

60

80

100

Positive 90 90

Negative 10 10

Total 100 100

No of respondents % Of respondents

Results No of respondents % Of respondents

Positive 90 90

Negative 10 10

Total 100 100


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7.14 Table showing the satisfaction level of shopping experience of the

respondents in Jainson

Sati factional level No of respondents % of respondents


Satisfied 85 85

Not satisfied 8 8

Highly not satisfied 2 2Total 100 100

Inference

From the table it is clear that 5% of respondents had highly been satisfied

with shopping experience of Jainson, 85% of respondents had been satisfied, 8% of

respondent had not been satisfied and 2% of respondents had highly not been satisfied.

7.1.14 The graphical table showing the shopping experience of respondents inJainson.


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0

10

20

30

40

50

60

70

80

90

100


Satisfied 85 85Not satisfied 8 8

Highly not satisfied 2 2

Total 100 100

No of

respondents

% of

respondents

7.15 The table showing the delivery duration of Jainson to the respondents.

Duration No of respondents % Of respondents

Same day 50 50

1-3 days later 30 30

More than 3 days 10 10

More than a week 10 10

Total 100 100


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Inference

From that the table it is clear that 50% of the delivery had been made at sameday, 30% of delivery made above 1-3 days, 10% of delivery made more than 3 days, 10%

of delivery had been taken more than a week.

7.1.15The graphical table showing the Delivery performance of Jainson to therespondents.

0

10

20

30

40

50

60

70

80

90

100

Same day 50 50

1-3 days later 30 30



Total 100 100

No of

respondents

% Of

respondents


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7.16 Table showing the performance of the delivery boy

Inference

From the table it is clear that 10% of respondent valued delivery boy

performance as excellent, 60% person value as good, 20% person valued as ok, and 10%

valued as bad.

Performance of delivery

boy

No of respondent % Of respondent

Excellent 10 10

Good 60 60

Ok 20 20

Bad 10 10

Total 100 100


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7.1.16 The graphical table showing the Performance of the delivery boy

0

20

40

60

80

100

Excellent 10 10

Good 60 60

Ok 20 20

Bad 10 10

Total 100 100

No ofrespondent

% ofrespondent


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7.17 Table showing the satisfaction level of deliveries to the respondents.

Sati factional level of

delivery

No of respondent % of respondent

Highly satisfied 10 10Satisfied 70 70

Not satisfied 20 20


Total 100 100

Inference

From the table it is clear that 10% of people had highly been satisfied

about delivery and 70% of people had been satisfied, 20% of people had not been

satisfied and 10% of people had highly not been satisfied.


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7.1.17 The graphical table showing the satisfaction level of deliveries to the respondents.

0

10

20

30

40

50

60

70

80

90

100


Satisfied 70 70

Not satisfied 20 20


Total 100 100

No of

respondent

% of

respondent


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7.18 The table showing the demonstrators performance towards the respondents

Inference

From the table it is clear that performance of demonstrators 90% of

respondents felt good, 5% of people felt ok, and 5% of people felt bad.

Performance ofdemonstrators

No of respondents % of respondents

Good 90 90

Ok 5 5

Bad 5 5

Total 100 100


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7.1.18 The graphical table of the Performance of demonstrators towards therespondents.

0

10

20

30

40

50

60

70

80

90

100

Good 90 90

Ok 5 5

Bad 5 5

Total 100 100

No ofrespondents

% ofrespondents


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7.19 The table showing the performance of the products purchased from Jainson

Performance of JainsonNo of respondent

% of respondent

Satisfied 90 90

Not satisfied 10 10

Total 100 100

Inference

From the table it is clear that satisfaction level of the product purchased from

Jainson 90% had been satisfied and 10% had not been satisfied.


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7.20 The table showing the availability after sales service

Result No of respondent % of respondent

Avail 80 80

Not avail 20 20

Total 100 100

Inference

From the table it is clear that 80% of respondents got after sales service

opportunity, and 20% of people not got after sales service opportunity.

7.1.20 The graphical table showing the Availability of after sales service.


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0

20

40

60

80

100

Avail 80 80

Not avail 20 20

Total 100 100

No of

respo

% of

respo


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7.21 The table showing the respondent complaints in Jainsons

Duration No of respondents % of respondents

Same day 50 501-3 day 10 10



Total 100 100

Inference

From the table it is clear that 50% of respondent got after sales service

within same day, 10% of got after sales service after registered 1 to 3 days, 20% of the

people got sales service more than 3 days, 20% of people got after sales service more

than a week.

7.1.21 The graphical table showing the respondents complaints in Jainson.


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0

50

100

Same day 50 50

1-3 day 10 10

More than 3

days

20 20

No

of

%

of

7.22 The table showing the service persons performance and attention towards

the complaints


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Performance of sales

persons

No of respondents % of respondents

Excellent 20 20

Good 50 50

Ok 20 20

Bad 10 10

Total 100 100

Inference

From the table it is clear that 20% of people felt that sales persons as

excellent, 50% of people felt as good, 20% of people felt that ok, 10% of people felt that

sales persons performance as bad.

7.23 The table showing the respondents feeling about terms of service in

comparison with other outlets.


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Comparison with other

outlet

No of respondent % of respondent

Excellent 10 10

Good 70 70

Ok 10 10

Bad 20 20

Total 100 100

Inference

From the table it is clear that 10% of respondent felt about Jainson as

excellent, 70% of people felt as good, 10% of felt as ok, 20% of respondent felt as bad.


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7.1.22 The graphical table showing the service persons performance and attentiontowards the complaints

0

50

100

Same day 50 50

1-3 day 10 10

More than 3

days

20 20

More than a 20 20

No

of

%

of


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7.2 CHI-SQUARE

RESULT NO OF RESPONDENT

EXCELLENT 10

GOOD 70

OK 10

BAD 20

OBSERVED

FREQUENC

Y

EXPECTED

FREQUENC

Y

(O-E)^2 (O-E)^2/E

10 25 225 9

70 25 2025 81

10 25 225 9

20 25 25 1

100

Calculated Value = 100

Degree of freedom = (n-1)

=(4-1)

= 3

The table Value for 3 at 5% of significant

Cal Value > Table value

100>7.815

So we reject to null hypothesis there is significant relationship between

The sati factional level and customers.


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7.24 The table showing the respondents willing to recommend to their friends

colleagues and relatives

Result No of respondent % of respondentWilling to recommend 80 80

Not willing to recommend 20 20

Total 100 100

Inference

From the table it is clear that 80% of respondent willing to recommend

about Jainson to their, friends, relatives, and others, and 20% of respondents were

not willing to recommend.


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7.1.24 The graphical table showing the Willingness of Jainson customer to

recommend others.

0

20

40

60

80

100

Willing to

recommend

80 80

Not willing to

recommend

20 20

Total 100 100

No

of

% of

resp


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7.25 The showing the respondents who are willing to purchase again.

Result No of respondent % of respondent

Willing to purchase 80 80

Not willing to purchase 20 20

Total 100 100

Inference

From the table it is clear that 80% of respondent were willing to

purchase again but only 20% of respondent were not willing to purchase again.

7.1.25 The graphical table showing respondent who are willing to purchase again


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FINDINGS

1. 60% of the respondents bought the television, 35% of the respondents boughtrefrigerator and 15% of the respondents bought washing machine.

2. Out of 100 respondents who bought the products under different sessions.Forenoon session - 30%

Afternoon session - 10%

Evening session - 60%

3. Out of 100 respondents who bought the products under companions.Single - 10%

Family members - 40%Friends - 40%

Others - 10%

4. Out of 100 respondent who gave opinion about sales persons explanation in thefollowing manner.

10% of the respondents were not satisfied with the sales person

explanation about the product. So that, they had the negative opinion. But 90%of the respondents who satisfied with sales persons explanation about the

product.

5. 80% of respondents told that they were satisfied with the sales personsexplanation about all brand outlets available in the company. But only 20% of the

respondents were not satisfied about sales person explanation about all brand

outlets available in the company.

6. Out of 100% of respondents 90% of respondents satisfied with sales personswell informed about the product. But 10% were not satisfied.

7. Out of 100 respondents 90% of respondents were satisfied about products andbrand availability in Jainsons Corporation Limited. But 10% of customers told


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that they were not satisfied with product and brand availability in Jainsons


8. It is found from the survey 90% of the respondents told that they were satisfiedabout sales persons attention about queries of customers. But 10% of customers

were not satisfied in sales persons attention about queries of customers.

9. 90% were satisfied with sales persons behaviour but 10% of respondentsdisappointed about sales persons attention and behaviour.

10.Price negotiation results as followsHighly Satisfied - 8%

Satisfied - 70%Not Satisfied - 20%

Highly dis-satisfied - 2%

11.The respondent who got promotional scheme offer as followsCash Discount - 20%

Gift - 32%

Neither - 48%

12.The respondent whose opinion about promotional scheme effectiveness.Excellent - 10%

Good - 30%

Ok - 20%

Bad - 40%

13.It is found from the survey that 90% of the respondents told that they weresatisfied about billing performance. They told as they were not waiting unduly forbilling but 10% of the customers were give negative result.

14.Out of 76 respondents who felt that their shopping experience of Jainsons asgiven below

Highly satisfaction - 5%


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Satisfaction - 85%

Not satisfaction - 8%

Highly dissatisfaction - 2%

15.The survey about duration of delivery as given belowDelivery committed same day - 50%

Delivery committed 1 to 3 days - 30%

More than 3 days - 10%

More than a week - 10%

16.Out of 100 respondents who felt about delivery buys performance as followsExcellent - 10%

Good - 60%Ok - 20%

Bad - 10%

17.The level of satisfaction about deliveries as followsHighly satisfied - 10%

Satisfied - 70%

Not satisfied - 20%

Highly not satisfied - 10%

18.It is found from the survey that 90% of respondents felt about demonstratorperformance as good, 5% of respondents felt it was bad but 5% of respondents

who felt about demonstrator performance as ok.

19.Out of 100 respondents 90% of respondents felt about performance of productpurchased from Jainsons were satisfied and remaining 10% respondent were not

satisfied about performance of Jainson.

20.It is found from the survey 80% of the respondents who got the after salesservice opportunity but 20% of respondents who didnt get after sales service

opportunity.


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21.The time taken to service their product from the registered time of complaint as

follows

Same day - 50%

1 to 3 days - 10%

More than 3 days - 20%More than a week - 20%

22.Out of 100 respondent who felt about service persons performance and attendedthe complaint

Excellent - 20%

Good - 50%

Ok - 20%

Bad - 10%

23.Out of 100 respondents who felt about Jainsons service performance comparewith other outlets as follows

Excellent - 10%

Good - 70%

Ok - 10%

Bad - 20%

24.It is found from the survey 80% of the respondents who willing to recommendabout Jainson to their, friend, relatives and colleagues but 20% would not willing

to recommend Jainson to their friends, relatives, and colleagues.

25.It is found from the survey 80% of respondents who were willing to purchase theJainson again and 20% of the respondents not willing to purchase in the Jainson

again.

26.Notable suggestion for the improvement of Jainsons Corporation Limited bycustomers are given below

(i) Some of the brands not available in Jainson =6%(ii) Sales person explanation should be good while no one should ignored

=2%

(iii) Cash discount should be given = 18%


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(iv) If announce any company gift offer (LG) you should properly received and

distribute customer you must take responsibility about gift offer = 10%

(v) Delivery should be committed at proper time = 6%(vi) Avoid un wanted delay when delivery committed = 6%(vii) You must take proper response to customer complaints = 8%(viii) Infrastructure of Jainson should be improved = 2%(ix) After sales service quality must be improved = 32%.

SUGGESTION

1. Service persons should attend the calls of the customers seriously.

2. If the company offers any gift to customers, the gift must to be promptly givento customers.

3. You may give some price discount to the regularly customers, for keepingcustomer permanently with you.

4. Some of the brand items are not available in Jainson Corporation Limited. Sothat customer feels disappointed, so that you should take step to avail all brands

in your company.

5. Particularly when customer buys the product in afternoon sessions, the salespersons are not responding properly. Some times customers are made to wait for

long time about one hour, so try to avoid these hassles.

6. Some of the customer feels the infrastructure is not good. They feel, in Jainsonthere are no A/C and all, so infrastructure should be developed.

During of the occasional time, the delivery time takes so long, some of companypeople hesitate to deliver the product to the customer, so you can do some special

arrangements during the occasional days. Some customers made delivery themselves.

You can avoid this through a special arrangement.


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10.1 CONCLUSION

From the survey conducted on the Jainsons Corporation Limited it

can be concluded that the performance of Jainsons Corporation Limited is appreciable.

The scope for this study was wide spread and only minor part was included in this study.Due care was taken to present the information in the best way. The responses given by

the customer are favourable responses. This indicates a bright future of Jainsons


10.2 APPENDIX

CUSTOMER SATISFACTION SURVEY TOWARDS JAINSON

CORPORATION LTDDemographic details

1.1 Name :

1.2 Address :

1.3 Age : 20 29 ( ) 30 39 ( ) 40 and above ( )

1.4 Gender : Male ( ) Female ( )

1.5 Education : School ( ) Undergraduate ( )

Postgraduate ( ) Professional ( )

1.6 Occupation : Business ( ) Self Employed Professional ( )

Govt employee ( ) Private Sector employee ( )

Others ( )

1.7 Income level : < 10,000 ( ) 10,001 25000 ( ) Above 25,000 ( )

1.8 No of members in the family:

Male ( ) Female ( )


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Sales Encounter Details

2.1 Which of the following consumer durables did you buy from Jainsons ?a. Refrigerator ( ) b. Television ( ) c. Washing Machine ( )

2.2 Which brand did you purchase from Jainsons ?------------------------------------------

2.3 On which part of the day you made the purchase ?a. Forenoon ( ) b. Afternoon ( ) c. Evening ( )

2.4 Purchase Companions:a. Single ( ) b. With ----------------------

2.5 Did the salesperson explain to you features of the product in detail?a. Yes ( ) b. No ( )

2.6 Did the salesperson explain to you about all brands available in the outlet?

a. Yes ( ) b. No ( )

2.7 In your opinion did you find the salesperson well informed about the product?a. Yes ( ) b. No ( )

2.8 Are you satisfied with the range of products and brands available in the outlet?

a. Yes ( ) b. No ( )

2.9 Did the salesperson give you enough attention and answer all your queries?a. Yes ( ) b. No ( )

2.10 On the whole how will you rate the salespersons behaviour?

( ) ( ) ( ) ( )

Highly satisfied Satisfied Not Satisfied Highly dissatisfied


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2.11 Did you negotiate the price?a. Yes ( ) b. No ( )

2.12 Are you satisfied with your negotiation result?a. Yes ( ) b. No ( )

2.13 Did you purchase the product under any promotional scheme?a. Yes ( ) b. No ( )

If yes what did you get?

a. Cash discount ( ) b. Gift ( )

2.14 Did you have to wait unduly for the billing?a. Yes ( ) b. No ( )

2.15 Please indicate your satisfaction level with reference to shopping experience inJainsons :

( ) ( ) ( ) ( )


Delivery and Demonstration

3.1 When was the delivery committed?a. Same day ( ) b. 1-3days ( ) c. More than 3 days ( )

3.2 Was the delivery made on time?a. Yes ( ) b. No ( )

If no mention the period of delay

3.3 In case of free delivery did the delivery boy ask you any tips?a. Yes ( ) b. No ( )


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3.4 Did the delivery boy open the carton, and set the product in the right place .a. Yes ( ) b. No ( )

3.5 Please indicate your satisfaction level on delivery :( ) ( ) ( ) ( )


3.6 Did you ask for demonstration?a. Yes ( ) b. No ( )

If yes, answer the following questions:a. Did the demonstrator come on time ?

a. Yes ( ) b. No ( )

b. Are you satisfied with the demonstration?

a. Yes ( ) b. No ( )

Product performance, Service and Complaints handling

4.1 Are you satisfied with the performance of the product purchased from Jainsons: a. Yes ( ) b. No

( )

If no, what is the problem you have faced after purchase?

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

4.2 Did you get an opportunity to avail after sales services of the company?a. Yes ( ) b. No ( )

If yes, answer the following questions:

a. After you registered your complain how many days it took to respond to

your complaint?

a. Same day ( ) b.1-3days ( ) c. More than 3 days ( )


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b. Did the service personnel attend the complaint to your satisfaction and

answer all your queries on the first visit?

a. Yes ( ) b. No ( )

c. How was the behaviour of the service personnel with you?

a. Excellent ( ) b. Good ( ) c. Ok ( ) d. Bad ( )d. Are you happy with the response to your complaint?

a. Yes ( ) b. No ( )

e. How do you rate Jainsons in terms of service in comparison with other

Outlets?

a. Excellent ( ) b. Good ( ) c. Ok ( ) d. Bad ( )

4.3 Will you recommend Jainsons to your friends, colleagues and relatives?

a. Yes ( ) b. No ( )

4.4 Will you again make a purchase at Jainsons ?

a. Yes ( ) b. No ( )

If not, why?

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

4.5 Your valuable suggestions , if any for improvement in service at Jainsons :---------------------------------------------------------------------------------------------------

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

Thank you


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10.3 BIBLIOGRAPHY

1. Philip Kolter, Marketing Management, Prentice Hall of India Private Limited,New Delhi 1992, 8thEdition Pp 35-59,130-142.

2. Dr.D.D.Sharma, Marketing Research, Sultanchand & Sons, New Delhi, 1997, 1stEdition Pp 149-161,192-201.

3. M.C Shukla, S.S.Gulshan, STATISTICS (Theory and Pratice)

4. Donald R.Cooper Pamela S.Schindler, Business Research Methods.

Consumer Durable Projects

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