A STUDY ON CUSTOMER SATISFACTION AND MARKET STRENGTH OF HCL DISTRIBUTORS

Submitted as a part of MBA II year Course Requirement By SIDHARTH.R 3511040186

Under the guidance of Mrs. VALLIAMMAL

SRM B-SCHOOL FACULTY OF ENGINEERING AND TECHNOLOGY SRM UNIVERSITY (RAMAPURAM II) VADAPALANI, CHENNAI

BONAFIDE CERTIFICATE

This is to certify that SIDHARTH.R 3511040186 is a Bonafide Student of SRM B-School, SRM University, Vadapalani, and Chennai. He is in the II year of Masters Degree Program in Business Administration (MBA). He has done this project under my guidance and supervision towards part fulfillment of II year MBA course.

Project Guide: Date Place : :

HOD

DEPARTMENT SEAL

DECLARATION I SIDHARTH.R 3511040186 studying in II year MBA program at SRM B-School, SRM University, Vadapalani, Chennai, hereby declare that this project is an original work of mine and I have not verbatim copied / duplicated any material from sources like internet or from print media, excepting some vital company information / statistics, which are provided by the company itself.

Signature of the Student Date: Place:

ACKNOWLEDGEMENT

First and foremost we thank god for his blessings, showered on us in completing the project successfully. With great pleasure, Im presenting this project entitled A STUDY ON CUSTOMER SATISFACTION AND MARKET STRENGTH OF HCL DISTRIBUTORS. The project of this dimension would not have been possible without the sincere help and earnest support provided to me from all sources that was approached. I express my sincere gratitude from the depth of my heart to respectful Mrs. VALLIAMMAI and My Company guide Mr. JERALD JOSEPH, ASST. HR Manager, for his valuable guidance and inspiration extended all along the project. I am grateful to My Family Members for the constant love, encouragement and financial support throughout my studies. I also wish my sincere thanks to all the teachers and non-teaching staff of department of MBA, SRM University, without whose cooperation this project would not be a success. Lastly, I wish to thank my parents and friends who supported and helped me in completion of this project.

SIDHARTH.R

ABSTRACT

The project entitled A STUDY ON CUSTOMER SATISFACTION AND MARKET STRENGTH OF HCL DISTRIBUTORS has been done as a part of my MBA curriculum. This project attempts to study about the satisfaction of the customers and how the showroom distributors of the organization (HCL INFOSYSTEMS LTD) strengthens in marketing the product. This study is based on customers and distributors, and I have collected 25 samples from distributors in Pondicherry region and 40 samples among customers and applied the statistical tools of chi square and percentage method. The main purpose of the study is to stimulate and assist industry in developing and getting information about the marketing by the distributors and customers satisfaction and expectation about the product gives the ideas towards the organization to compete in global economy.

TABLE OF CONTENTS

CHAPTER NO 1 1.1 1.2 1.3 1.4 1.5 2 2.1 2.2 2.3 INTRODUCTION COMPANY PROFILE

TITLE

PAGE NO 1 1 7 8 9 9 10 10 10 13

OBJECTIVES OF THE STUDY NEED FOR THE STUDY SCOPE AND SIGNIFICANCE OF THE STUDY LIMITATIONS OF THE STUDY REVIEW OF THE LITERATURE CUSTOMER SATISFACTION MEASURING CUSTOMER SATISFACTION IMPROVING CUSTOMER SATISFACTION ONCE A CUSTOMER SATISFACTION MEASUREMENT PROGRAM IS IN PLACE DISTRIBUTION RESEARCH METHODLOGY RESEARCH DESCRIPTION OF STATISTICAL TOOLS USED DATA COLLECTION METHOD SOURCES OF DATA RESEARCH DESIGN DATA ANALYSIS AND INTERPRETATION PERCENTAGE ANALYSIS

2.4 3 3.1 3.2 3.3 3.4 3.5 4 4.1

14 17 17 19 19 20 20 21 21

TABLE OF CONTENTS

CHAPTER NO 5 5.1 6 6.1 7 7.1 FINDINGS FINDINGS

TITLE

PAGE NO 41 41 43 43 44 44 45 48

SUGGESTIONS AND RECOMMENDATIONS SUGGESTIONS AND RECOMMENDATIONS CONCLUSION CONCLUSION ANNEXURE BIBILIOGRAPHY

LIST OF TABLES
Chart. no Particulars SHOWROOM DISTRIBUTORS Page No

4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20

Customer preference on buying HCL products Sales value through distribution Kind of customers prefers HCL products Quality of computer products Distributors Purchase of HCL products Distributors strategy to increase the sales No of marketing executives in showroom Marketing strength of Showroom distributors Grade of HCL products when compared with other products Distributors expectation from the company Services provided by distributors or marketers Rank on the factors in selecting a supplier HCL company performance as a supplier CUSTOMERS Duration of usage of HCL computers customers intention on the quality of the product customers view on the price of the product satisfaction of the customers regards the value of the product satisfaction level of the customers regards the packages and softwares installed on buying satisfaction level of customers on the customer service by the distributors satisfaction level of customers regards warranty period service

21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40

LIST OF CHARTS
Chart. no 4.1 4.2 Particulars SHOWROOM DISTRIBUTORS Customer preference on buying HCL products Sales value through distribution Page No 21 22

4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20

Kind of customers prefers HCL products Quality of computer products Distributors Purchase of HCL products Distributors strategy to increase the sales No of marketing executives in showroom Marketing strength of Showroom distributors Grade of HCL products when compared with other products Distributors expectation from the company Services provided by distributors or marketers Rank on the factors in selecting a supplier HCL company performance as a supplier CUSTOMERS Duration of usage of HCL computers customers intention on the quality of the product customers view on the price of the product satisfaction of the customers regards the value of the product satisfaction level of the customers regards the packages and softwares installed on buying satisfaction level of customers on the customer service by the distributors satisfaction level of customers regards warranty period service

23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40