Godrej & Boyce Mfg. Co. Ltd.

AHMEDABAD

PRESENTATION BY, HARDIK SHAH MBA-2009-2011 ROLL. NO. 48

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1. Founder of Godrej was Mr.Ardeshir Godrej.2. Godrej & Boyce Mfg co Ltd established at Lalbaug Mumbai

on 7th May 1897.3. In the year 1918, Godrej soaps limited came into light.4. Godrej entered in FMCG sector in 1971. 5. Godrej entered in Real State sector in 1990.6. In April 2001,Godrej consumer Products Ltd. (G.C.P.L) came

into light.7. Godrej entered in BPO Solution & Services Space in 2003

(Godrej Global Solution Ltd).8. Godrej has completed its 111 years.9. Employees 10,700 (including 2,000 in Sales and Service)10. Fiscal Year 2008-09: Rs. 43 billion (US$ 881 million)

Combined Sales of the Company and its major subsidiaries and affiliates, for FY 2008-09: Rs. 107 billion (US$ 2.3 billion)

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BOARD OF DIRECTORS Chairman & Managing Director: Jamshyd N. Godrej  Executive Directors: Phiroze D. Lam Kyamas A. Palia Vijay M. Crishna Anil G. Verma  Non-executive Directors Adi B. Godrej Nadir B. Godrej Kavas N. Petigara Behram A. Hathikhanavala Fali P. Sarkari Pradip P. Shah Anita Ramachandran 

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The company has a network- 38 company owned showroom. More than 2200 wholesale dealers, and more than 18,000

retail outlets. The company has representative offices in Sharjah(UAE),

Nairobi(Kenya), Colombo(Srilanka) and Riyadh(Saudi Arabia).

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Contd….. Mission:- Godrej Mission is to operate in existing and new businesses which capitalize on the

Godrej brand and corporate image of reliability and integrity. Godrej objective is to delight our customer both in India and abroad. We shall achieve this objective through continuous improvement in quality, cost

and customer service. We shall strive for excellence by nurturing, developing and empowering our

employees and suppliers. We shall encourage an open atmosphere, conducive to learning and team work.  Vision:- GODREJ IS dedicated to DELIVER SUPERIOR STAKEHOLDER VALUE by

providing solutions to existing and emerging consumer needs in the Household & Personal Care business.

We will achieve this through ENDURING TRUST & RELENTLESS INNOVATION delivered with PASSION & ENTREPRENEURIAL SPIRIT.”

 

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Godrej Group Structure  

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The Godrej GroupThe Godrej Group has interests in a wide range of businesses. Apart from GCPL, the Major Companies in the Group include:Godrej & Boyce Manufacturing Co. Ltd – a leading manufacturer of office and home Equipment including appliances, furniture, locks, security equipment, storage solutions And Industrial equipment.Godrej Industries Ltd. – a leading manufacturer of oleo chemicals that are used in more than two dozen industries. The Company also has a presence in the foods business.Godrej Agro vet Ltd. – the market leader in animal feeds and innovative agri products in India. The Company also has a presence in the branded poultry, rural retailing and oilpalm sectors.Godrej International Ltd. – engaged in international trading.Godrej Sara Lee Ltd. – a joint venture with Sara Lee Corporation, USA and a leading Manufacturer of household insecticides.Geometric Ltd. – a specialist in Product Lifecycle management software solutions for the Mechanical design, manufacture and industrial markets.Godrej Properties Ltd. - a leading developer of residential and commercial premises.Godrej Hershey Ltd. – markets juices, fruit drinks, and soya milk based drinks, edible oil and Packaged tea. In FY 2006, GBFL has acquired 100 percent stake in ‘Nutrine Confectionery Company Pvt. Ltd.’ (Nutrine). In April 2007, the company entered into a joint venture with the Hershey Company, North America’s leading Chocolate and confectionery manufacturer, to Manufacture and distribute confectionery, snacks and beverages across India. Being part of the Godrej Group allows Godrej Consumer Products to draw upon the rich heritage and Experience of the Group. 9

1897 - Godrej & Boyce Mfg. Co. Ltd established 1918 - Godrej Soaps Limited incorporated 1961- Godrej Started Manufacturing Forklift Trucks in India 1971- Godrej Agro Limited began as an Animal Feeds division of

Godrej Soaps 1974 - Veg oils division in Wadala, Mumbai acquired 1990 - Godrej Properties Limited, another subsidiary, established 1991 - Foods business started 1991 - Godrej Agro Limited incorporated 1994 - Transelektra Domestic Products acquired 1995 - Transelektra forged a strategic alliance with Sara Lee USA   

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1999 - Transelektra renamed Godrej Sara Lee Limited 2001 - Godrej Consumer Products was formed as a result of the demerger of

Godrej Soaps Limited. Godrej Soaps renamed Godrej Industries Limited 2002 - Godrej Tea Limited set up 2003 - Entered the BPO solutions and services space with Godrej Global

Solutions Limited 2004 - Godrej HiCare Limited set up to provide a Safe Healthy Environment to

customers by providing professional pest management services 2006 - Foods business was merged with Godrej Tea and Godrej Tea renamed

Godrej Beverages & Foods Limited 2007 - Godrej Beverages & Foods Limited formed a JV with The Hershey

Company of North America and the company was renamed Godrej Hershey Foods & Beverages Limited

2008 - Godrej relaunched itself with new colorful logo and a fresh identity music

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Industrial Products Consumer Products Services

Tooling Locks Construction

Material Handling Equip Furniture & Interior Tech Services

Process Equipment Storage Solutions Property development

Precision Engg. Systems Appliances Enviro-tech Services

Precision Components & Systems

Prima communication Solutions

Electrical & Electronics

Security Equipments

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Refrigerators Air-Conditioners Washing Machines Microwave Ovens

Direct cool Cold Gold Deluxe

Pantacool v2/v5Pantacool

AxisNo.1

GDC 1105EdgeNeo

Spilt ACMirror Star SeriesSilver Line Series

Pearl SeriesIvory SeriesLunar series

Champagne series

Fully Automatic Front Loading Top Loading

SteamConvection

Grill/combinationSolo

Frost free EON

Pantacool 

Window ACGlacia SeriesHelix Series

 

Semi Automatic

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SAMSUNGINTRODUCTION:- From its inception as a small export business in Taegu, Korea, Samsung has

grown to become one of the world’s leading electronics companies ,specializing in digital appliances and media ,semiconductors ,memory, and systems integration ,today Samsung ‘s innovative and top quality products and processes are world recognized .this time line captures the major milestones in Samsung ‘s history , showing how the company expanded its product lines and reach ,grew its revenue and market share ,and has followed its mission of making life better for consumers around the world .

On March 1, 1938, founding chairman Byung-Chull Lee started a business in Taegu, Korea, with 30,000 won.

Latest Archives of Samsung SAMSUNG launches the largest 5 Star rated refrigerator range, 'Freshtech

Ultima' in the Indian market SAMSUNG launches its 2009 range of bio sleeplus air conditioners

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VISION:- Samsung is guided by a singular vision: to lead the digital convergence

movement.   Samsung believe that through technology innovation today, we will find

the solutions we need to address the challenges of tomorrow. From technology comes opportunity for businesses to grow, for citizens in emerging markets to prosper by tapping into the digital economy, and for people to invent new possibilities. 

It’s our aim to develop innovative technologies and efficient processes that create new markets, enrich people’s lives and continue to make Samsung a trusted market leader. 

MISSION:- To create technology products and services that leads the industry. To put into place more efficient management and production processes. To maintain the steadfast focus on strengthening our organization, on

continuing to be a global technology leader and trusted, responsible company.

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L.G INTRODUCTION:- Birth and establishment of a new era for electronics industries LG Group founder In Hwoi, Koo set LG history in motion with the

establishment of the Lak Hui Chemical Industrial Corp. in 1947. During those formative years, the company emphasized the principle of creating harmony among people. The employees believed that mutual trust and responsibility were crucial to accomplishing business objectives.

In 1952, Lak Hui (currently LG Chem.) became the first Korean company to enter the plastics industry. As the company expanded its plastics business, it established Gold star Co., Ltd., (currently LG Electronics Inc.) in 1958. In 1959, Gold star produced Korea's first radio, opening a new era for the nation's electronics industry. In the early 1950s, LG had already established the foundation for its two major sectors-the chemical and electronics businesses-thereby leading the development of Korea's industries.

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Korea vigorously implemented economic development plans and gradually consolidated the groundwork for its growth, emerging as a developing nation. Accordingly, LG gradually expanded its chemical and electronics businesses, which created the foundation for a big business group.

During this decade, Gold star Co., Ltd., produced Korea's first electronic products such as electric fans in 1960, refrigerators in 1964, black and white televisions in 1966, air conditioners in 1968, and washing machines and elevators in 1969. Gold star soon became Korea's leading company in the chemical, energy, and electronics industries.

1996: LG Established in India

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A Giant leap toward the future :- LG has adopted new visions for the 21st century. Its new visions are to

develop a corporation where employees reach their full potential, shareholders maximize their value, and consumers are satisfied and touched emotionally. 

On March 1, 2003, LG launched its comprehensive holding company LG Corp. LG became the first major Korean corporation to introduce a holding company structure with advanced corporate governance. By converting its structure into the holding company system, where investment and business divisions are separated, LG committed itself to overcoming chronic problems that most of Korea's large companies had in governance, especially in circulatory investments between subsidiaries.

LG is now striving to fulfil its goal of becoming a first-class corporation by embracing

"Jeong-Do" Management and continuous innovation

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WHIRLPOOL INTRODUCTION:- Whirlpool Corporation today is the world's leading manufacturer and marketer

of major home appliances. Whirlpool realizes annual sales of approximately $19 billion, has 70,000 employees and maintains 69 manufacturing and technology research canters around the world. We market Whirlpool, Maytag, Kitchen Aid, Jenn-Air, Amana, Brastemp, Consul, Bauknecht and other major brand names to consumers in nearly every country around the world.

Our beginnings, though, were much more humble, based on a business failure and the vision of one family. In 1908, Lou Upton invested his savings in a venture to manufacture household equipment. When that company failed to materialize, Upton was offered the opportunity to select something of value from the failed venture as a return on his investment. He chose the patents on a hand washing machine that he thought might be electrified. 

Whirlpool Corporation is a leader of the $100 billion global home appliance industry. Our appliances are marketed in nearly every country around the world.

 

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Whirlpool’s Vision:- Every Home… Everywhere… with Pride, Passion and Performance Vision reinforces that every home is our domain, every customer and

customer activity our opportunity. This vision fuels the passion that we have for our customers, pushing us to provide innovative solutions to uniquely meet their needs.

Pride... in our work and each other Passion... for creating unmatched customer loyalty for our brands Performance... that excites and rewards global investors with superior

returns we bring this vision to life through the power of our unique global enterprise and our outstanding people... working together... everywhere.

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Whirlpool’s Values:- Values are constant and define the way that all Whirlpool Corporation

employees are expected to behave and conduct business everywhere in the world. 

Respect: - We must trust one another as individuals and value the capabilities and contributions of each person.

Teamwork: - We must recognize that pride results in working together to unleash everyone’s potential, achieving exceptional results. 

Spirit of Winning: - We must promote a Whirlpool culture that enables individuals and teams to reach and take pride in extraordinary results and further inspire the "Spirit of Winning" in all on us.

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A. The primary objective of the study was, to analyze the position of Godrej against its competitors.

B. The secondary objectives of the study was:-

To know that how many family use the home appliance. To know that which brand customer more like. To know that satisfaction level of uses the other company products. To know that the customer knowing about the Godrej products. How many families use the Godrej products? Why. How many families do not use the Godrej products? Why. To know the customer want to purchase in future. Why and why not? To know that, compare to the other product or appliance how would you

the rate Godrej products.

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To know that, which factors influence the customer purchases any products.

To know that satisfaction level of Godrej products. To know the complete satisfaction of all problems solved/attended after

purchase the product. ( Godrej customer service ) To make suggestion, if any further requirement in Godrej product. To make suggestion, if any to improve existing condition.

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The survey was conducted in AHMEDABAD CITY and with the study we can get some suggestions from customer for service improvements in terms of quality. In the study we can find out the levels of customer satisfaction. we can also identify the causes for customer dissatisfaction like Relationship, more service charges, and delivery of the product.

This research is aimed at profiling the standard customer with an aim to increase the network and improve company-customer relations. The information gathered through this research can be used by the company to improve its services and became more customers friendly. This can increase the goodwill of the company and its overall performance. 

Thus this study is aimed to provide the management with some knowledge about its status in market both in terms of sales and customer awareness. The research also aims to provide some ideas to improve the company’s present condition.

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The sample size of customer is limited to 200 because of time and cost factor.

The information collected may not be sufficient and reliable in terms of total market conditions in Ahmadabad.

The study was time bound. Many of the respondents were not open with their responses. Majority of the customers were too aggressive in nature. Lack of customer cooperation was a major constraint. There may be error due to bias of respondents. The behaviour of the customers while approaching them to fill the

questionnaire was unpredictable. Some of the security guards are not co-operative.

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PRIMARY DATA:-

Primary data refers to data that is collected afresh and recorded for the first time. Primary data are those data i.e. collected by the researcher himself. It thus happens to be original in nature. The various methods of collecting primary data are performing surveys, census, through observation or through correct communication with respondents. But basic manner of primary data collection is survey method. The primary data for the study was collected through questionnaire and informally.

The primary data is collected from a questionnaire which is having 15 questions. Every question is having its own value and it provides various aspects of this report. For collecting the data we go through the customers situated in Ahmadabad city area.

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SECONDARY DATA:-

Secondary data refers to that which has already been collected by someone else.

Secondary data for the study was collected from:- Published literature Company published data and broachers Internet Commercial service Books

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Area of the study:-

The study was mainly concentrated on Ahmadabad city.  Research Design:-

Descriptive Research: Descriptive research includes survey and fact-findings enquire of different kinds. The major purpose of descriptive research is description of the state affairs, as it exists at present.

Data Collection:-

The study is based on the data collected through primary and secondary sources. 

Primary Data:-

An interview schedule was designed to collect primary data from various customers. 

Secondary Data:-

Secondary data was collected from journals, magazines, web sites and from other relevant publications.

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Sampling Design:-

The sampling design mainly consists of the sample taken for the study along with the sample size, sample frame and sampling method. 

Sample Universe:-

All customers those who are uses in the selected Area’s in Ahmedabad were taken as the sample universe. 

Sample Size:-

From the universe, sample sizes of 200 customers were selected for the purpose of the study. 

Sample Frame:-

The customer was selected on a random basis from which the respondents were selected based on convenience. 

Sampling Method:-

Convenience sampling was used, based on the willingness and availability of the respondents. The study was conducted on customer with different type of brand business in same segment.

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Meaning of the Research Design:- Research design is the arrangement of conditions and analysis of data in a

manner that aims to combine relevance to the research purpose with economy in procedure. In other words it is a logical and systematic plan prepared for directing a research study. It specifies the objectives of the study, the methodology and the techniques to be adopted for achieving the objectives. 

Exploratory:-  Exploratory research is used when one is not conversant with the problem

environment such type of investigation is mainly concerned in determining the general nature of the problem and variables related to it.

Exploratory research is done through surveys to find the various aspects of customer satisfaction like margin, service charges, service delivery, etc. Questionnaire is prepared to collect the primary data.

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Comparative research:- Comparative research, simply put, is the act of comparing two or more

things with a view to discovering something about one or all of the things being compared. This technique is often utilizes multiple disciplines in one study.

Customer satisfaction:- It is a business term, is a measure of how products and services supplied

by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a balanced score.

 Measuring customer satisfaction:- 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.

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Customer Perception:-  Customer perceptions are what indicate whether you have achieved

satisfaction or not. In other words, they represent stepping stones along a continuum. Perceptions accumulate over time and gradually equate to either satisfaction or dissatisfaction. You job is to understand and act on

these perceptions so the final result is customer satisfaction. Consumer Behaviour:- I consumer business context referred to as the study of when, why, how,

where and what people do or do not buy products. It blends elements from psychology, sociology, social, anthropology and economics. It attempts to understand the buyer decision making process, both individually and in groups. It studies characteristics of individual consumers such as demographics and behavioural variables in an attempt to understand people's wants. It also tries to assess influences on the consumer from groups such as family, friends, reference groups, and society in general.

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Introduction to Analysis:-  After tabulating, the data must be analyzed, researcher often use statistical

interpretation which concentrates on what is average or what deviates from an average. Statistical interpretation, shows how widely the response vary and how they are distributed in relation to the variable, being measured, statistical market rely on estimates of expected errors or deviation from the two values of population. The analysis and interpretation of data may lead the researcher to accept or reject the hypothesis being selected.

Data Analysis Tools Used:- The process of arranging data into groups or classes according to

resemblance and similarities is technically called classification. Classification is the process of arranging the data into sequences and groups according to their common characteristics or separating them into different related parts.

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Hypothesis testing  In the hypothesis testing, we use two kinds of hypothesis first the null

hypothesis and the other one is the alternative hypothesis. Null Hypothesis (Ho):- It is the statement that says that there exists no difference between the

parameter (a measure taken by a census of the population and prior measurement of a sample of the population) and the statistic being compared to it (a measure from a recently drawn sample of the population)

Alternative Hypothesis (Ha):-  It is the statement that says that there exists a difference between the

parameter (a measure taken by a census of the population and prior measurement of a sample of the population) and the statistic being compared to it (a measure from a recently drawn sample of the population). An alternative hypothesis is the logical opposite of the null hypothesis.

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Formulation of Hypothesis:-

The more satisfied the customers are with the speed of data transmission, the higher is the customer satisfaction. 

The more satisfied the customers are with after sales service, the higher is the overall satisfaction.

The process of getting the problem solved will increases the customer loyalty and satisfaction.

The higher is the overall satisfaction, the higher is the intention of additional purchase. (Up gradation or new purchase).

The higher is the overall satisfaction, the higher is the intention of recommendation.

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TABLE: 1>Table Showing how many family use the home appliance in the Ahmadabad.

NOTE: - R- Refrigerator, W- Washing machine, M- Microwave,

A.C - Air -condition

Particular No. of

Respondents

Percentage (%)

R – W- M - A.C 65 32%

R 45 22%

R - W 35 18%

R - A.C 20 10%

R - M 3 2%

R – W – A.C 20 10%

R – W - M 6 3%

R – M –A.C 6 3%

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Interpretation: The above pie chart shows the number of percentage of uses the home appliance in Ahmedabad city (surveyed area). We have the 200 Questionnaires by that we find that there are 65 people use all products. 45 people use only Refrigerator, 35 people use R-W, 20 for R-A.C, 3 for R-M, 20 for R-W-A.C, 6 for R- W-M, 6 for R-M-A.C. On the basis of that we can say that the 32% people use all product, 22% for Refrigerator, 18% for R-W, 10% for R-A.C and R-W-A.C, 2%for R-M, 3% for R-W-M and R-W-A.C.

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L.G SUMSUNG GODREJ WHIRLPOOL VIDEOCON OTHERS

64 65 25 24 10 12

Interpretation: The above pie chart shows the number of percentage which company product customer more like in Ahmedabad city (surveyed area). We have the 200 Questionnaires by that we find that the customer are more like LG and Samsung (32%), for Godrej (13%) , for whirlpool (12%), for Videocon (5%) and for others (6%).

TABLE: 2> Table Showing which company products customer more like.

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Ext. satisfied Very satisfied satisfied dissatisfied Ext. dissatisfied

25 50 110 10 5

12.5% 25% 55% 5% 2.5%

25

50

110

10 50

20

40

60

80

100

120

ext.satisfied

verysatisfied

satisfied unsatisfied ext.unsatisfied

Satisfaction level

Interpretation: The above table and chart shows that the number of percentage is more satisfied with current use of home appliance in Ahmedabad city (surveyed area). We have the 200 Questionnaires by that we find that the customers are more satisfied with current use product. 55% satisfied, 25% very satisfied, 12.5% extremely satisfied, 5% unsatisfied, 2.5% extremely unsatisfied.

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Refrigerator Washing Machine Microwave A.C

190 130 80 110

190

130

90110

020406080

100120140160180200

KNOWING LEVEL

RefrigeratorWashing machineMicrowaveA.C

Interpretation: The above table and chart shows that the number of Responded knows the Godrej home appliance in Ahmedabad city (surveyed area). We have the 200 Questionnaires by that we find that 190 customers know the Refrigerator, 130 know Washing machine, 90 know Microwave, and 110 know A.C.

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YES NO

90 110

45%

55%

YES

NO

Interpretation: The above pie chart shows the number of percentage use the Godrej Home Appliance in Ahmedabad city (surveyed area). We have the 200 Questionnaires by that we find that 90 customers are use Godrej product and 110 customers are using other company product. So, 45% market share is Godrej Company and 55% market share is other company.

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Refrigerator Washing machine Microwave A.C

50 26 4 10

Interpretation: The above pie chart shows that the number of percentage for home appliances used in Ahmedabad city (surveyed area). We have the 200 Questionnaires by that we find that 56% is the people use Refrigerator, 29% use washing machine, and 11% uses Air conditioner, 4% microwave.

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YES NO

30 80

27%

73%

yes

no

Interpretation: The above pie chart shows that the number of customer want to purchased Godrej home appliances in future in Ahmedabad city (surveyed area). We have the 200 Questionnaires by that we find that 30 people want to purchased out of 110 and 80 people do not want purchased Godrej Appliances out of 110. So, 27% want to purchase and 73% do not want purchased Godrej Appliances.

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Category Excellent Very good Good Fair poor Very poor

Service 5 10 15 35 15 30

Quality 5 15 15 35 20 20

Price 5 10 20 40 15 20

5

5

5

10

15

10

15

15

20

35

35

40

15

20

15

30

20

20

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Excellent VeryGood

Good Fair Poor Very Poor

Price

Quality

Service

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Interpretation: The above table and chart shows the reason for why the others customer not purchase Godrej product here most customer says that 30 customer say Godrej service in very poor and 20 customer say that Godrej price and quality is very poor. Then, 15 customers say that Godrej service and price is poor and 20 say quality is poor. 35 customers say that Godrej price is fair, 35 customers say that quality and service is fair. Then, 15 customers say that quality and service is good, and 20 customers say that price is good. 15 customers say that Godrej quality is very good and 10 customers say that Godrej price and service is very good. Only, 5 customers say that Godrej price, quality, service is excellent.

46

Much better Somewhat

better

About same Somewhat

worse

Much worse Don’t know

20 30 60 55 10 25

10% 15% 30% 27.5% 10% 12.5%

0

10

20

30

40

50

60

Comprative to the other company product

Much betterSomewhat betterAbout sameSomewhat woresMuch worseDon't know

Interpretation: The above table and chart shows compare to the other product or appliance how would you the rate Godrej products here most customer say that, 60 customer say that Godrej product is same to compare to the other product, 55 customers say that Godrej product is somewhat worse. 30 customers say that the Godrej product is somewhat better, and 25 customers don’t know, 20 customer say that the Godrej product much better, 10 customer say that the Godrej product is much worse.

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Brand Promotion

activities

Product feature Price Service Influence by

other

45 40 25 30 55 5

22.5% 20% 12.5% 15% 27.5% 2.5%

40

25 2530

55

5

20

12.5 12.515

27.5

2.50

102030405060708090

Brand Promotionactivities

Productfeature

Price Service Influenceby other

Percentage

Actual nos.

Interpretation: The above table and line chart, which factors influence the customer, purchases any products here mostly customer prefer service and brand. 27.5% prefer service, 20% prefer brand, 12.5% prefer promotion activities and product feature, 15% prefer price, and only 2.5% prefer influence by other.

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Category Very satisfied Satisfied Neutral dissatisfied Very dissatisfied

Quality 15 22 42 8 3

Value 10 25 40 13 2

Services 5 10 25 30 20

Usage experience

10 20 40 15 5

15

10

5

10

2225

10

20

4240

25

40

8

13

30

15

3 2

20

5

0

5

10

15

20

25

30

35

40

45

Very Satisfied Satisfied Neutral Unsatisfied Very unsatisfied

Quality

Value

Service

Usage experience

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Interpretation: The above table shows that there are different level of satisfaction of consumers of Godrej product in Ahmedabad city (surveyed area‘s) .42 out of 90 show the satisfaction level of Godrej quality are neutral, as well as 22 shows it is satisfied, 15 shows it is very satisfied, 8 shows it is unsatisfied, 3 shows it is very unsatisfied. 40 out of 90 shows the satisfaction level of Godrej product value are neutral, as well as 25 shows it is satisfied, 10 shows it is very satisfied, 13 shows it is unsatisfied, 2 shows it is very unsatisfied. 25 out of 90 shows the satisfaction level of Godrej service are neutral, as well as 10 shows it is satisfied, 5 shows it is very satisfied, 30 shows it is unsatisfied, 20 shows it is very unsatisfied. 40 out of 90 shows the satisfaction level of Godrej product usage experience are neutral, as well as 20 shows it is satisfied, 10 shows it is very satisfied, 15 shows it is unsatisfied, 5 shows it is very unsatisfied.

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Particular No. of Respondents Percentage (%)

Yes, by the company or its

representative

50 55

Yes, but by someone outside the

company

25 28

No, the problem was not resolved 10 11

No, contact with customer service 5 6

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50

25

10

5

55

28

11

6

0 10 20 30 40 50 60

Yes, by the company or itsrepresentative

Yes, but by someoneoutside the company

No, the problem was notresolved

No, contact with customerservice

Percentage

Actual nos.

Interpretation: The above table and chart shows the complete satisfaction of all problems solved/attended after purchase the product. (Godrej customer service), we find that 55% customers problem solved by the company or its representation, 28% customers problem solved by someone outside the company, 11% customer problem was not resolved, 6% customer no contact with customer service.

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1. Marketing. 2. Advertisement –Both local and on television. 3. Enhance the quality of product. 4. Enhance the service level of company. 5.Make the Relation between customer and company well and to be

enhanced. 6 .Models of product is look like old .so it has to be modulating. 7. Keep watches the service area. 8. Launch the new model. 9. Pricing. 10. Offers. & Schemes 11. Customer wants to increase the warranty period and try to provide the

guaranty of product for specific time. 12. Customer suggests that the company change the logo. 13. Customer further requirement is loach LCD, LED, Home theatre, iPod,

Mobile, etc.

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Customer feels quality of GODREJ product is Good, Like as LG and SAMSUNG, WHIRLPOOL

GODREJ has a better positioning in the minds of customer. If an individual wants to have a Home Appliances then Godrej Priority

comes on third number. Quality of the service provided sale after service plays an important role in

keeping the existing customers and to bring new customers. In pricing and reliability of GODREJ ‘S home appliances is rated very

well by most of its customers. Quality of the service provided plays an important role in retaining

existing customers and goodwill is created through word of mouth in making new customers.

People are willing to pay more for new design and latest look. A number of customers preferred GODREJ Due to the brand name of the

company (GODREJ)

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Customers were not happy that while they were purchasing old look washing machine then others,

Customers have complaints regarding the after sales service of GODREJ. Numbers of customers have reported it poor and very poor.

The overall satisfaction level of customer is high. Customer thinks that brand name and promotion activities of the company

can influence their purchase decision.

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Company should focus on pricing policy in comparison to its competitors because its competitors provide same products in lower rates.

The company should have to focus better design and colour for product. The company should focus on their after sale services Company Should Increase Man Power for sales. The customer rate quality of the service as the most relevant one and hence

Godrej should maintain the quality in products and after Sale services and should make improvements in this feature.

Many customers asked for more information about new schemes .So the company can make use of this opportunity, the company providing new schemes in the marker.

Company gives more emphasis on heavy advertising.

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Market strategies of home appliances providers should emphasize in price strategy.

If any complaint is observed from the consumer, it should be dealt quickly. This will reduce the chance for dissatisfaction. So the company have to a customer care as other industries.

The Company should advertise its home appliance as a result customer would aware about the Godrej product.

The sales & marketing officer of the company should regular visit to these places so they can easily get the requirement of the customer regarding home appliance.

Company should promote its home appliance through canopy. Palm plate should be distributed with business newspaper and other

popular newspaper. The company should position itself as a life style Brand through

advertisement in leading newspaper.

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GODREJ is expanding its business every year by continuously trying to acquire many new businesses in all over India.

The project Titled “Market demand analysis of Godrej Appliance” was carried out among the customer in Ahmedabad city (In consumer electronics segment). To increase the share in market and reach to the customer Godrej should made Tie up’s with the Retail Store’s like, Next Retail Store, Big Bazaars etc. Overall objective of the study was to find out the customer perception about Godrej’s product and their view, and to find out their satisfaction towards the sale and service compare to its competitors.

 

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The study revealed the picture of customer perception and satisfaction which help Godrej to encourage more people to be the customers/consumers of Godrej. That most of customers are happy with it consume the Godrej produce. And many other’s customer want to purchase the Godrej product. And by study we get more of customer are complained about Godrej service, so it has to increase service of Godrej.

  And also Marketing is key factor for everything in sale, and by study we

get more of dealers are complained about localize marketing of Godrej is not supported as compare to others, so it has to increase at the end I want say that Godrej have a good position in mind of dealers and customers .

 

 

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ANY

QUESTION

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THANK YOU

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