CHAPTER I

INTRODUCTIONINTRODUCTION

CUSTOMER SATISFACTION:

Customer satisfaction is the extent to which a product perceived performance marches buyers expectation. Customers satisfaction with a purchase depends on how well the products performance lives up to the expectation. It is the key influence on future buying behavior. Satisfied customers buy again and tell about their good experience. Dissatisfied often switch to competitors and disparage the product to others. If performance exceeds expectations, the customers are highly satisfied or delighted.

Smart companies aim to delight customers by promising only what they can deliver, then delivering more than they promise. Highly satisfied customers produce several benefits for the company. Satisfied customers are fewer prices sensitive. They talk favorably to others about the company and its products and remain loyal for a longer period. However, the relationship between customer satisfaction and loyalty varies greatly across industries and competitive situations.

The interaction between expectation and actual product performance produces satisfaction or dissatisfaction. Many markets go beyond merely meeting the expectations of customers they aim to delight the customer.

A dissatisfied customer responds differently. Where as on average a satisfied customer tells 3 people about the good product experience, a dissatisfied customer gripes to 11 people. Therefore a company would be wise to measure customer satisfaction regularly.

Many organizations have not got a clue about how the customers perceive the goods and services they supply. Customers attitude to be that so long as people buy their products then the products must be accepted.

Firstly, customer may buy a given product or services simply because there is no other option and they would prefer to purchase what you are offering them to go out altogether.

Secondly, fact that a product or services may be accepted does not mean that it will continue to sell. Competitors may see opportunities, customer expectations may change customer tastes may move on

A worse situation arises when the organization havent got a clue of the customers perceptions but think they have. Another situation is when the organization dont have clue of their customers perception and dont purifier e either the organization may believe that it is a monopoly situation and its customers cant go else where. Sometimes organizations believe that it know that best what customer should want and therefore supply them with a centrally designed product.

If resultant product or service has defects, then it is perceived to be a problem for the customer. Some organizations solicit customer feed back or it any way whether they like it or not and then do nothing about it.

Finally we come to the point where we realize how important customer feed back is in the case of organizations, which helps the organizations to determine how efficiently it is solving the customer and determine customer satisfaction.

According to Kotler Customer Satisfaction is the level of a person felt state resulting from comparing a products perceived performance in relation to the persons expectation.

Thus satisfaction levels are a function of the deference between the perceived performance and expectation. A customer one of the three board levels of satisfaction as follows.

1) If performance fails short of expectations customer if dissatisfied.

2) If performance matches expectations/customer is satisfied.

Expectations of a buyer are formed on any of the following ways.

1) Buyer past experience.

2) Statement by friends.

3) Associates.

4) Marketer.

5) Promises.

Companies seeking to win in todays markets must track their customers expectations, perceived company performance and customer satisfaction.

They must monitor the aspects of their competitors as well.

The key to customer retention is customer satisfaction a satisfied customer is one who:

1) Buy more and stays loyal, longer.

2) Buys additional products as the company introduces and upgrades products.

3) Pays less attention to competing brands and advertisement.

4) Fewer prices sensitive.

5) Offers products or services, ideas to company.

6) Costs less to serve the customers so transactions are routed.

Thus a company would be wise to regularly measure customer satisfaction company should enquiry from its recent buyers and determine how many are

1) Highly satisfied

2) Somewhat satisfied

3) Indifferent

4) Somewhat dissatisfied

5) Highly dissatisfied

It should find out major factors in customer satisfaction and dissatisfaction and use this information to improve its performance.

A customer oriented would track its customer satisfaction level each period and set improvement goals for customer oriented company. Customer satisfaction is both a goal as well as marketing tool. Companies that achieve high customer satisfaction rating make sure that their target market knows it.

Companies can maximize customer satisfaction in the following manner:

1) By lowering price or increasing its service (this may result in lower profile).

2) The company might be able to increase in profitability in other ways, such as improving manufacturing or investing more in research and development.

3) The company as many stock holders including employers, dealers and stock holders.

4) Spending more to increase customer satisfaction would direct funds from increasing satisfaction of their partners.

Ultimately, the company must operate on the philosophy that it trying to deliver a high level of customer satisfaction. Subject to delivering at least acceptable levels of satisfaction to the other stockholders with in the constrains of its total resources. Here we see that an org has to look in the above aspects before it really sets on the mission of maximizing customer satisfaction.

FACTORS AFFECTING CUSTOMER SATISFACTION:

Sales support

Service support

Invoicing and toner supply

The principle objective of the study is to examine the improvement in customer satisfaction.

1) To examine and analyses the reason for customer dissatisfaction if any and other suggestions for improvement.

2) To analyses the competitors services and degree of command in the market.

METHODS OF DATA COLLECTION:

The basic method adopted in conducting the study is a structured questionnaire.

Questionnaire is administered on the sample respondent

However there are certain cases where personal interactive method is followed with customer to find our service satisfaction level

WHY CUSTOMER SATISFACTION:

Traditionally it was thought that keeping customer happy is to achieve by producing high quality was defined by the company internal standards.

However, it is now recognized that a companys competitiveness is jointly determined by its external quality which is the customers own judgment of the products and services of a company and internal quality.

There is a considerable evidence that satisfied customers are with positive perception are loyal customers. That is they buy more, more often and are willing to pay higher prices. Also to the extent that customers view the companys performance as being high quality. They may also recommend it to others.

Thus customer perceived quality an important determinant of market share for a company. Thus measuring and improving customers quality perceptions held achieved the companys objectives of increased profitability and market share.

The company must therefore have reliable measure of customer satisfaction and manage customer expectations. Companies world wide have used customer satisfaction measurement as a strategic and tactical tool for bringing out change in customer perceptions through improvement in day to day service delivery to great financial advantage.

To maximize our business success and maintain and lead over our competitors, we must have committed customer base who will back that commitment with loyalty (both in buying in our products and continuing servicing at our service centers).

It is essential to understand the dynamics of our relationship with our customers or achieve or maintain out long term business success

MEASURING CUSTOMER SATISFACTION It's a well known fact that no business can exist without customers. Organizations are increasingly interested in retaining existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.

Companies conducting customer satisfaction research should strive to determine: * What product and service issues are important to customers? * How does the subject company perform on these issues? * How does the issues impact future purchase intent?

* Accurately reveal status and performance.

* Objectively understand the customer's perspective.

* Provide actionable information for reaching total customer satisfaction.

* Provide useful information on the marketplace and the competitive environment Since, satisfaction is basically a psychological state; purifier e should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed.

Berry, Brodeur defined ten 'Quality Values' known as the ten domains of satisfaction which influence satisfaction behavior.

These ten domains of satisfaction include:

1. Quality

2. Value

3. Timeliness

4. Efficiency

5. Ease of Access

6. Environment

7. Inter-departmental Teamwork

8. Front line Service Behaviors

9. Commitment to the Customer

10. Innovation

These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Parasuraman, Zeithaml and Berry provide the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature.

One of the indicators of a Companys health, Customer Satisfaction, can be found through market analysis. Satisfied customers usually lead to more sales and profit, making it a strong indicator of company performance.

CRITERIA FOR CUSTOMER SATISFACTION:

1. Capability

2. Usability

3. Performance

4. Reliability

5. Installability

6. Maintainability

7. Documentation

If a company wants to investigate it themselves, look at firm specific factors like business contacts, reputation, advertising, and brand name can help determine customer satisfaction. After recognizing the amount of customer satisfaction a company has and in which areas, strategies can be formed to help the company become more competitive.

APPROACHES TO ACHIEVE CUSTOMER SATISFACTION:

According to Adrian Thompson Customer Satisfaction can be achieved by the following 7 approaches:

1. Encourage Face-to-Face Dealings & Honor the companys Promises

2. Respond to Messages Promptly & Keep your Clients Informed

3. Be Friendly and Approachable

4. Have a Clearly-Defined Customer Service Policy

5. Attention to Detail (also known as 'The Little Niceties')

6. Anticipate Client's Needs & Go Out Of Your Way to Help Them Our

BENEFITS OF CUSTOMER SATISFACTION:

1. Customers stay with the company longer.

2. Customers deepen their relationship with company.

3. Customers demonstrate less price sensitivity.

4. Customers recommended companys products or services to others.

OBJECTIVES OF THE STUDY To know selling mechanism and various techniques involved in the marketing of

products.

To study the psychology and behavior of customers towards purchase of purifier.

To examine the various forces that drives the consumer towards the four water purifier .

To know the most preferred purifier of the company.

To analyzed the most effective media from promoting the product.

To suggest some measures to improve the efficiency and performance of services offered by Eureka forbs .

RESEARCH METHODOLOGY

The research method used in this case is survey type for the collection of the primary data. In the primary data collection of facts and figures are the raw Ingredients on which researcher works. In the primary data collection, data is obtained original.

Consumers, dealers, salesman etc., are the source of primary data. Primary data can be collected slowly at high cost. But is offers much greater accuracy and reliability and It gives information. The information is not readymade but it has to be created. There are many methods of obtaining primary data, one of them which is used here is survey method or questionnaire technique.

SURVEY METHOD:

These techniques also known as questionnaire method. This technique is adopted when researcher intends to secure one or more items of information from the sample of respondents. Survey can be conducted on census basis and as well as sample basis. In this case as buyers. We are using sampling method. The information gathered form respondents is recorded in the form of questionnaire. The survey method is most widely used in market research.

SOURCES OF DATA:

PRIMARY DATA:

The data is basically from primary sources by means of study conducted through questionnaire.

SECONDARY DATA:

The secondary data were collected form Select Machines , Hanmkonda.

SAMPLING PLAN:

Sample size of customers is 100. The selection of customers is done by convenient random sampling method. No database was collected of particular as such.

SCOPE & LIMITATIONS OF THE STUDYSCOPE OF THE STUDY:-Under the Title Customer Satisfaction, the Study mainly concentrates on around awareness, opinion and level of satisfaction of the products.

The study also tries to find our level satisfaction. The impact of customer is analyzed so as to find out the satisfaction towards Purifier s.LIMITATIONS OF THE STUDY:- The number of respondents level is only 100, so there is no scope to understand the wide perception of the investment policies.

The Preference of people may be subjected to other conditions which are be not included in the project.

The time limit which is taken to complete the project is very limited, that is only 6 weeks, so there is limited scope for extensive study.

Identification of service Performance level.

CHAPTER-II

INDUSTRY PROFILE

Indian Water Purifier industry Globally more than one billion people lack access to safe drinking water nearly all of them in the developing countries, including India. Nearly a third of the worlds population worldwide live in water-stressed areas. This figure is expected to rise to two-third of the population by 2025. In India, over one lakh people die of water borne diseases annually. It is reported that groundwater in one-third of Indias 600 districts is not fit for drinking as the concentration of fluoride, iron, salinity and arsenic exceeds the tolerance levels. With increasing number of people becoming conscious of the risks of drinking contaminated water, the demand for water purifiers is rising rapidly. In the past few years, Indian water purifier industry has witnessed an exponential growth of more than 22% CAGR.

According to TechSci Research, the water purifier industry sales grew dramatically during FY10 as compared to previous fiscals due to improving demand and expanding production capacity. In 2011, the organised water purifier market stood at INR1,500 Crore. Given the increasing awareness, and largely untapped market potential, the sector is expected to grow at a CAGR of more than 20 percent till 2016. RO water purifier is the largest segment accounting for 42 percent of the market in 2011, while offline water purifiers contributed for about 20 percent of the market. However, by 2016, offline water purifier segment is expected to grow at a very rapid pace and increase its share to about 38 percent of the total market and is a key focus area for water purifier manufacturers, due to the large target customer base it offers, is expected to continue its rapid growth. TechSci Research conducted a survey across 10 major cities in India with 500 users of water purifier to understand the market size, growth drivers, issues and buying behaviour patterns, etc. The cities covered in survey were, Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmedabad, Chandigarh, Pune and Bhopal. The Indian market has tremendous potential which is more evident from the fact that global majors such as Philips and Hindustan Lever have stepped in and are looking to increase their share of the market. The three principal players today are Eureka Forbes, KENT RO and HUL. In the years to come, we are likely to see others entering the fray. India Water Purifier Market Forecast & Opportunities 2011-2016 discusses the following opportunities in the Indian water purifier industry:

Market Size & Growth Segment Wise

Water Purifier Industry Production by Segment

Industry Sales

Drivers & Challenges

Consumer Survey Analysis

On-going Market Trends

Competitive Landscape

India Water Purifier Market Forecast & Opportunities 2011-2016 gives a detailed and unbiased unprejudiced overview on the Water Purifier market in India. This report help readers to identify the on-going trends in the industry and expected anticipated growth in the coming years or future, as a consequence of depending upon changing industry dynamics in the coming years. The report will help industry consultants, water purifier companies and other stakeholders to align their market-centric strategies according to on-going and expected future trends in future.

LUCKNOW: Concerned over the mushrooming of local water purifier manufacturers peddling sub standard products the large established players have taken on an initiative to set manufacturing standards for the industry.

Under the banner of the Water Quality Association (WQA), India chapter the big water purifier manufacturers hope to educate the masses about sub standard products thronging the market and persuade industry players to follow minimum standards for pure and healthy drinking water to customers.

CEO Direct Sales, Eureka Forbes, Marzin R Shroff who is also the head of WQA, India, said that manufacturers peddling cheap products are playing with the health of the people as many tend to use punctured membrane rejected by Chinese manufacturers.

"The number of local manufacturers I shuge and most often than not they use cheap imported parts which are mostly rejects and do not conform to safety standards. These products fail to provide safe drinking water while most local manufacturers shut shop after a couple of years and then relaunch under a different name" said Shroff.

WQA which has among its members all large established players has now started putting together a minimum standard of manufacturing to be followed by the Rs 1,700 crore water purifier industry.

"By the middle of next year we hope to finalise the minimum standards and make it a benchmark for the industry. We will also encourage manufacturers to get their products certified so that the consumer is assured of a quality product. Also we will be undertaking mass awareness campaigns to educate people about inferior products" said Shroff.

He said that Eureka Forbes which is a market leader in the water purifier segment with 52 per cent of the market share is all set to enter some new segments to expand the portfolio of products it already has. Besides water purifiers, vacuum cleaners, the company is also in the home security, solar lights segments. It is geared up to launch a new product segment in October and enter other categories over the next few months.

As part of the companies social initiative Eureka Forbes has also started " Aquaguard Water Shops" for rural areas, where in a small water purifier plant is set up in a village by NGO's which supply pure water to villagers at 1520 paise per litre.

"An average village household can fulfill its daily need of pure water for about Rs 10 a day making it a viable option for villagers" said Shroff. The initiative has already covered about 140 villages and some villages in UP are also beneficiaries.

Water purifier market may grow 229% by 2017

BHUBANESWAR: The water purifier market in India is expected to grow 229 per cent, up from Rs.18.64 billion in 2012 to Rs 61 billion in 2017, market research firm Market Pulse said on Thursday.

The firm carried out an extensive survey among 10,000 households in 62 towns to glean consumer behaviour over the last few years to arrive at its conclusion.

"Nearly 67 per cent of the Indian households do not treat drinking water and those who treat were found to be relying largely on age-old boiling method. This situation has given rise to the water purifier market," Market Pulse chief executive officer Ejaz Hoda said.

The industry offers three types of water purification technology - reverse osmosis (RO), ultraviolet (UV) and offline or storage water purifiers.

The RO purifier market is likely to grow to more than three million units valued at almost Rs 41 billion in 2017 from the existing 786,000 units valued at almost Rs 10 billion, he said.

In the category of RO water purifiers, Kent and Eureka Forbes are the largest players; they have a combined market share of more than 70 per cent.

Pureit water purifiers from Hindustan Unilever and EUREKA Chemicals' Swach are the main players in the offline category.

Aquasure and AquaGuard from Eureka Forbes continue to dominate the ultraviolet water purifier category.

India Water Purifier Market Forecast & Opportunities, 2018

FEATURED COMPANIES

Essel Nasaka

Eureka Forbes Limited

Godrej Industries Ltd.

Hi Tech RO Systems

HUL

Ion Exchange India Ltd.

During the past decade, the Indian population has witnessed considerable improvement in accessing drinking water. However, the poor quality of the water supplied by the civic authorities still remains a challenge. Diarrhoea, a disease resulting from consumption of contaminated water accounts for 13% of overall deaths in children younger than 5 years of age. Poor water quality and complications associated with it are contributing to the increasing demand for water purifiers in Indian market. Water purifier in India is no longer a consumer electronic good limited to affluent households as it is available at low prices and has started to penetrate in lower income and rural households.

According to India Water Purifier Market Forecast & Opportunities, 2018 the four edition of it water purifier report, the Indian market has shown tremendous growth during the last few years. The water purifier market revenues in India are expected to grow at the CAGR of 24% till 2018. High metal content in water sources in areas such as West Bengal, Bihar, Rajasthan and Orissa, Tamil Nadu, Andhra Pradesh are contributing to the water purifier demand in Tier II and Tier III cities. Till recently, rural Indian markets were not exposed to water purifiers as a result of economic factors and poor sales and distribution networks in these areas. However, companies with innovative products are now targeting this segment and the rural Indian markets now indicates high growth potential, particularly for offline water purifiers.

India Water Purifier Market Forecast & Opportunities, 2018 report elaborates following particulars:

- India Water Purifier Market Size, Share and Forecast- RO, UV and Filter based Water Purifier Market Size & Forecast- Policy & Regulatory Landscape- Pricing Analysis & Sales Channel Analysis- Changing Market Trends & Emerging Opportunities- Competitive Landscape & Strategic Recommendations

Why You Should Buy This Report

- To gain an in-depth understanding of water purifiers market in India- To identify the on-going trends and anticipated growth in the coming years- To help industry consultants, water purifier manufacturers and stakeholder to align their market-centric strategies- To obtain research based business decision and add weight to presentations and marketing materials- To gain competitive knowledge of leading players- To avail 10% customization in the report without any extra charges and get the research data or trends added in the report as per the buyers specific needs

Report Methodology

The information contained in this report is based upon both primary and secondary sources. Primary research included interviews with water purifier manufacturers, distributors and industry personnel. Secondary research included an exhaustive search of relevant publications like paid databases and company annual reports. SHOW LESS HISTORY OF EUREKA FORBES:

Eureka Forbes, born out of a joint venture between the Shapoorji Pallonji Groups Forbes & Company Ltd. based in Mumbai, and Electrolux of Sweden in the year 1982 is now a 250US$million. Consumer durable company. Eureka Forbes which started as a small firm to introduce domestic water purifier the Aquaguard, is now a multi-product, multi-channel organization and is Asias largest direct sales company by Brand equity.

Eureka Forbe's direct selling strategy has been considered very successful in India. They are now Asia's largest direct selling organisation with a 7,500 strong direct sales force touching 1.25 million Indian homes and adding 1,500 customers dailyEureka Forbes Ltd.(Customer Care) in Mumbai:

The brand sells many electronic appliances. Eureka Forbes is an Indian brand, selling domestic home appliances. The company is a joint venture business of the Shapoorji Pallonji Groups Forbes & Company Ltd. and Electrolux. It was started in the year 1982. The company started its business by selling only water purifiers named Aquaguard. The huge demand for its product led it to add more products into its interest. At present, it offers a number of home products. It is highly trusted for its consumer durable products.

The company offers various products which are used for different purpose. Therefore, it has developed customer care department. The customer care department has a number of executives who are trained to help and guide customers to use their products and services. A helpline number is provided to the customers which is operational for 24 hours. The centres are located at various places including Mumbai. The customer care executives also help individuals to buy the products. The company has well developed branches. It has a fleet of mobile service vans which help to deliver products from place to place. It has more than 1,500 service centres. One can call on Eureka Forbes Customer Care (Mumbai) number to know more details about the products. The customer care executives help with the required information.

PROFILE OF EUREKA FORBES :

IndustryHome Appliances

Founded1982

HeadquartersMumbai, Maharashtra, India

Key peopleSuresh Goklaney (Vice-Chairman & MD)[1]

ProductsWater Purifiers, Vacuum Cleaners, Air Purifiers, Security Systems

Employees10000

ParentForbes & Company Ltd.

HYPERLINK "http://en.wikipedia.org/wiki/Eureka_Forbes" \l "cite_note-2"[2]

WebsiteOfficial Website

About Eureka Forbes, Mumbai:

The company is head-quartered in Mumbai. It has an employee base of more than 10,000 individuals. The company is best known for its direct selling strategy. It ranks amongst Asia's largest direct selling organizations. It has about 8,000 direct sales employees. They reach about 1.25 million homes in India with their genuine products.

The company offers water purifiers, vacuum cleaners, fire extinguisher, automation solutions, air purifiers and security systems. Eureka Forbes sells products to around 1,500 new customers everyday. The products are stylish, durable and easy to use. Aquaguard is the flagship water purification brand of the company. It provides pure and safe drinking water. It is the leading brand among all the categories of products. The purifier is used by 40 million people.

The company has branches in more than 550 cities across India. At present, the company has more than 1500 service centers. It has a wide consumer channel. It includes about 15,000 dealers across 1,800 cities. The company has a team of highly qualified technicians. It has more than 5,800 trained technicians. It has over 1,100 service centers. The company provides technical help to more than 25,000 customers through these service centers.

The customer has always been at the centre of our business and we are constantly expanding our ways of reaching out to them to understand their needs and aspirations. Passion for delivering with excellence has always motivated us to come up with high quality products to ensure satisfaction and the wellbeing of the families.

In a similar endeavor, we introduced direct selling in India and pioneered the water and air purification systems, vacuum cleaners and security systems. We have since added channels to enhance our reach and respond effectively to the needs of our customers.

Our Consumer Channel was established to effectively respond to the expectations of customers looking for the means to safer and healthier living. It offers them a range of water purification and home cleaning products through a network that has rapidly spread to encompass over 15,000 dealers across over 1,800 cities and towns across India.

Valuing the special bond it shares with customers, our team puts in extra efforts to maintain and deliver products of unmatched quality. Strict adherence to quality control policies ensures that its products meet the customer expectations in every way. Crafted carefully to meet the needs and suit the lifestyle of modern-day customer base, these home products are extremely convenient to use. Eureka Forbes products for home feature the latest technology that simplifies tasks, enhance efficiency levels and save time.

The comprehensive range of products offered by Eureka Forbes are a perfect blend of personal touch with professional craftsmanship making them stand out.

We, at Eureka Forbes, always put our customers first. That is why we do everything to ensure that the product you buy meets all your needs. Should you have any unresolved service request, do get in touch with us right away. We will try our best to help you out.

Products and Services:

Eureka Forbes offers products for both, household and institutional purposes. Its core products are consumer durable products (which include water purifiers, security systems, air purifiers and vacuum cleaners) and ancillary services.

Home Products:

Water Purifiers

Eureka Forbes offers water purifiers which help in removing bacteria, algae, viruses, fungi, suspended particles etc. from water and make if fit for drinking. It is quite better than the traditional water purification like filtration and sedimentation. The purifiers are equipped with E-boiling +, UV+, RO+ UF+ and SMP+ technologies which help in purification of water.

Eureka Forbes Aqua-guard

Security Systems

Air Purifiers

Eureka Forbes air purifier heducts are beneficial to allergic and asthmatic patients and can be used in home and commercial establishments like

Vacuum Cleaners

Eureka Forbes vacuum cleaners are available under two categories: Euro-clean and Forbes. Vacuum cleaners can also be classified as "only dry" OR "wet and dry". These vacuum cleaners are air pumps which suck up dust and dirt in a dirt bag by creating partial vacuum.

Institutional Products

Industrial Water Purifiers

Eureka Forbes offers customized total water treatment solutions for both commercial as well as industrial purpose. These could be either membrane-based, reverse osmosis or UV-based purifiers.

Cleaning Equipment

Eureka Forbes industrial cleaning equipment include commercial vacuum cleaner, hard floor cleaner, scrubbers and maintenance equipment and high-pressure cleaners.

Services

Forbes facility services and Forbes Pro Railway Solutions are two of the services offered under the ambit of Industrial services. It leverages its technical expertise and offers professional mechanized housekeeping and other services to industrial customers. Forbes also offers mechanized cleaning services to Indian Railways and is ISO 9000, 14000 and 18000 certified.

Forbes Pro Railway Service

Customer Confidence Centre:

As the majority of the sale happens by direct selling to customer by the sales person (trained health specialist of Eureka Forbes) there have been some unfortunate incidents where people disguised as Eureka Forbes salesperson indulged in unethical or fraudulent activities. Eureka Forbes launched its Customer Confidence Service which enabled the customer to verify the salesperson by his unique ID and password.

World class solutions for every institution: An Institutional services offered by Eureka Forbes is one prime example of it. Conceived to address intensive organizational requirements, this unique initiative targets to serve esteemed and established industrial players.

Eureka Forbes delivers customized solutions to multiple institutions operating in different industrial spaces. Driven by cutting-edge technology, institutional services offered by Eureka Forbes include professionally mechanized housekeeping, water treatment solutions, mechanized cleaning services that have become integral for the smooth functioning of various client organizations. Extremely economical from business point of view, the services rendered by Eureka Forbes are truly world-class. Not just that, these robust institutional services can be conveniently implemented in the operational chain. Log a Service Request:

Step 1

For quick servicing of your product, call our 24 hours customer care helpline on 3988 3333.

We will contact you within 24-72 hours.

Escalate your request:

Step 2

If not satisfied with solution you received, email our Customer Care Executive Ms. Anu Kotian.

We will contact you within 24-48 hours.

Step 3

Escalate your request to our Head of Customer Care, Ms. Vinath Hegde .

We will contact you within 24-36 hours.

Step 4

If still your Service Request remains unresolved, you may directly contact the Ombudsman for a solution at +91 22 3044 9768 (on every second and fourth Thursday between 2:30 PM - 4:30 PM)

Corporate Social Responsibility:

Euro-Able

Eureka Forbes in association with National Society for Equal Opportunities for the Handicapped (NASEOH) launched Euro-Able, India's first state-of-the-art call centre manned by people with special needs.

CHAPTER IVDATA ANALYSIS

&

INTERPRETATION

TABLE 1. OCCUPATION OF THE RESPONDENTSS.NOOccupationNumber of respondentsPercentage of respondents

1Employees2020%

2Students5656%

3Business men2424%

Total100100%

Chart: 1

Inference: From the above table it is clear that majority of respondents (56%) occupation is students followed by business men.

TABLE 2. OPINION ON QUALITY OF SERVICES.NOResponseNumber of respondentsPercentage of respondents

1YES7272%

2No2828%

Total100100%

Chart:2

Inference: Above table indicates that the majority of customers (72%) accepted that the brand delivers promised service quality.

TABLE 3. SERVICES OFFERED FOR THE PRICE PAID

S.NOServices offeredNumber of respondentsPercentage of respondents

1EXCELLENT2525%

2GOOD6060%

3BAD1515%

Total100100%

Chart:3

Inference: The chart reveals that, 60% of respondents feel that the Services offered for the price paid is good.

TABLE 4. EXPERIENCE OF SERVICE QUALITY WITH BRAND

S.NOExperience of ServiceNumber of respondentsPercentage of respondents

1VERY GOOD2626%

2SATISFACTORY5252%

3BAD2222%

Total100100%

Chart:4

Inference: The chart indicates that, 52% of respondents are satisfied with the service quality.

TABLE 5. IMPACT OF PRICE TOWARDS PURCHASE DECISION

S.NOImpact of Price Number of respondentsPercentage of respondents

1VERY HIGH6060%

2MEDIUM2525%

3VERY LOW1515%

Total100100%

Chart:5

Inference: From the above chart it is observed that, the majority of customers (60%) feel that the impact of price towards their purchase decision is very high.

TABLE 6. PRICE PAID Vs SERVICES OFFERED

S.NOResponseNumber of respondentsPercentage of respondents

1AGREE7878%

2DISAGREE2222%

Total100100%

Chart:6Inference: From the above table it is inferred that, the maximum number of respondents (78%) agree upon the price paid is justifiable to the services offered to them.

TABLE 7. OPINION ON PRICE OF THE PRODUCT

S.NOOpinion on PriceNumber of respondentsPercentage of respondents

1YES8787%

2No1313%

Total100100%

Chart:7

Inference: The chart reveals that the majority numbers of respondents (87%) satisfied with the price of the product.

TABLE 8. SOURCE OF INFORMATION

S.NOInformation SourceNumber of respondentsPercentage of respondents

1NEWS PAPERS2020%

2FRIENDS & FAMILY4242%

3ELECTRONIC MEDIA1616%

4SHOWROOMS2222%

Total100100%

Chart:8

Inference: From the above chart it is inferred that maximum (42%) of respondents came to know the information about bike through family and friends.

TABLE 10. OPINION ON CUSTOMER SERVICE PERSONNEL

S.NOResponseNumber of respondentsPercentage of respondents

1Strongly agree2222%

2Agree5858%

3Disagree2020%

Total100100%

Chart:10

Inference: The chart indicates that, 58% of respondents agree as customer service representative is very courteous.

TABLE 11. SERVICE RESPONSE

S.NOService ResponseNumber of respondentsPercentage of respondents

1Strongly agree1818%

2Agree5555%

3Disagree2727%

Total100100%

Chart:11

Inference: The above chart shows that, 55% of respondents feel that customer service representative is handling their calls quickly.

TABLE 12. OPINION ON CUSTOMER SERVICE PERSONNEL KNOWLEDGE

S.NOResponseNumber of respondentsPercentage of respondents

1Strongly agree2020%

2Agree6666%

3Disagree1414%

Total100100%

Chart:12

Inference: The chart indicates that the majority of respondents (66%) agreeing that customer service personal knowledge is good.TABLE 13 . LEVEL OF SATISFACTION

S.NOLevel of satisfactionNumber of respondentsPercentage of respondents

1Superior1414%

2Satisfactory7575%

3Average1111%

Total100100%

Chart:13

Inference: It is inferred that maximum number of customers (75%) are satisfied with the features and benefits of the purifier.

CHAPTRE-VCONCLUSION

&

SUGGESSTION

CONCLUSIONS The majority of customers have accepted that the brand delivers promised quality of services.

The majority respondents feel that Services offered for the price paid is good.

Majority of respondents are satisfied with the service quality.

The majority of customers feel that the impact of price towards their purchase decision is very high.

The maximum number of respondents is agreeing upon the price paid is justifiable to the services offered to them.

The majority of respondents are satisfied with the price of the product.

The respondents came to know the information about bike through family and friends, followed by showrooms, news papers and electronic media.

The most preferred brand is Eureka forbs .

Majority of respondents agree that customer service representatives are very courteous.

Majority of the respondents are agreeing that customer service representative is handling their calls quickly.

The statement customer service representative is very knowledgeable is accepted by majority of respondents

The maximum numbers of customers are satisfied with the features and benefits of the bike.

Among various categories of respondents Students are more attracted towards Eureka forbs , followed by Business professionals.

.

SUGGESTIONS The host organization should concentrate on providing quality of services to their customers

Respondents are suggesting to match the prices with services offered

Company should focus on consumer preferences and should offer facilities like various installment schemes to enhance the sales.

Company should minimize the gap between consumers and dealers by effective Media & advertisements.

Newspapers, magazines, television, web sites are the best and the most effective media for advertising the various models of Eureka .

Majority of customers are from middle class families hence they should be targeted effectively.

The company should try to sell the Purifier s at competitive prices and should also concentrate in after sales service and as to benefit the company in the long run.

QUESTIONNAIREPersonal details

Name:

Age: Occupation:

Income:

1) Since how long you are using this brand?

______ Months/ _______ years

2) Is it your first choice or you switched from any other brand?

( )

a) Yes

b) No

3) Why did you choose this brand?

()

a) Stylish/Fashionable b) Service quality

c) Price

d) Brand Image

4) Does your brand have always delivered promised quality of service?()

a) Yes

b) No

5) Do you think Services offered are good for the price paid?

()

a) Excellent

b) Good

c) Bad

6) How is your experience of service and quality with this brand?

()

a) Very good

b) Satisfactory

c) Bad

7) Do you prefer price or bran ( ) a). Yes b). No9) How high was the impact of price towards your purchase decision?()

a) Very High

b) Medium

c) Very Low

10) Are services offered are more important than a brand?

()

a) Yes

b) No

11) Do you think price paid is justifiable to the services offered

()

a) Agree

b) Disagree

12) Are you satisfied with the price of the product?

()

a) Yes

b) No

13) Which media provides you the information about product?

()

a) News papers

b) Friends & Family

c) Electronic media

d) Showrooms

14) Do you suggest any new features to be added in the product

()

a) Yes

b) No

If yes please mention15) What is the level of your satisfaction about the features and benefits ( )

of the bikea)Superior b) Satisfactory

c)Average d)Poor ..BIBLIOGRAPHY C.R. Kotari, Research methodology, Kalyani publishers, New Delhi, 1972.

Phlip Kotler, Marketing Management, Pearson Publishers, 12th Edition, New Delhi.

Leaon Schifman and Kanulk, Consumer Behaviour, Eastern Economy Publishers, 8th Edition, New York.

S.J. Bedker and G.C. Berry, Marketing Research, 1st Edition, Oxford University.

Internet: www.eurekamachines .com

www.google.comPAGE 46

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