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technology for connecting to a wireless network or an internet hot spot and mobile broadband to connect anywhere are very convenient. Laptops with a Bluetooth reader, finger point scanner, or a space saving loaded disc drive make technology fun. So there are different kinds of laptop with various different features in it. The after sales service provided by the particular company plays a vital role in taking decisions regarding the purchase of laptop. After sales service means those services which are provided by the company for the product after its sale to the customer. This can include repairs, maintenance and/or telephone support. After sale service is primarily necessary for customer retention and to build customers faith and trust on the company. The company which good sales and service facility doesnt need to advertise their product because their product because the word of mouth is enough to make them famous and trustworthy. Dell is an American technology-company that is found to manufacture and sell laptops. Dell will provide general service and
technical support to customer in accordance with the then-current service and technical support policies in effect. Service and support offerings may vary from product to product. If customer purchases optional services and support as listed on dells invoice, dell will provide the optional service and support to customers in accordance with the then-current terms and conditions in the optional service contract between dell and customer in addition to the standard warranty or relevant warranty. Dell may, at its discretion, revise its general and optional services and support programs and the terms and condition that govern them. Dell has no obligation to provide service or support until dell has received full payment for the product or service/support contract for which service/support is requested. Some of the after sales service of dell includes the privileges of checking the status of the order that you have made, the ways of tracking packages and many others. To use dells after sales financial services you need to fill up an online form. The benefit of transferring ownership of laptop is also one of the after sales service that dell provides its customers. Other than this, copy of invoice can also be requested. One who buys laptop from dell is going to enjoy a warranty period.
Objectives of the study To find out the customer satisfaction regarding the after sales services provided by the dell laptop companies. To find out the effect of after sales service on repurchase behavior of the customers. To find which company offers timely solution for the customers complaints during after sales service To know the people suggestions regarding the
improvement in after sales service. Research methodology Source of data Primary data were used for collecting the data. Primary data are measurements observed and recorded as part of an original study. When the data required for a particular study can be founded neither in the internal records of the enterprise, nor in published sources, may it become necessary to collect the data. Sampling design A sample design is a definite plan for obtaining a sample from a given population. The process used in selection of a sample is known as sampling technique.
Tools for analysis Statistical Tools used for data collection are: Percentage Analysis Chi square Percentage Analysis The data gathered for the study is also presented in terms of percentages. The percentages are calculated to the total of the subject. The processed data was analyzed and interpreted in the chapter Analysis and interpretation. No. of. Respondents Percentage Analysis = Total No. of. Responded X 100
Chi-Square Test The chi square test is an important test amongst the several tests of significance developed by statics. If can also be used to make comparisons between theoretical populations and actual data when categories are used. X = (O-E) E
Limitations of the study Any research is composed of its own set of constraints.Similarly; this research work also bears limitations. The study is confined only to Erode city. Only 150respondents are taken for the study. There was also time constrain for the study. Under this study illiterate people were excluded.
CHAPTER-1 Introduction and design of the study The first chapter presents introduction and design of the study which includes need of the study, objective of the study, methodology of the study, limitation of the study and chapter scheme
Chapter-II About the after sales service of Dell laptop History of the company
Michal dell founded the company in 1984 in Austin, Texas, with an unprecedented idea-by selling the computer system directly to the customers, delivering the most effective computing solution to meet their needs. Today Dell connects with more than 5.4billion customers everyday-on the phone, in person, on dell.com and increasingly through social networking sites.96000 team members around the world is committed to make technology work harder for customers and communities. They make the technology more accessible to people and organization around the world and ship more than 110000 systems everyday to customers in 180countries-thats more than one every second. Helping the customers use technology to do and achieve more The business is aligned to address the unique needs of large entreprises, public institutions (health care, education and government), small and medium businesses, and consumers. There are more than 41000services employees in 108 countries and territories,60 technical support centers and seven global command centers dedicated to helping customers use technology to reach their business goals. Corporate IT users say that dell is No.1 in customer satisfaction for services that include on-site expertise, on-site response time and phone support. The initiatives to collect, interpret and react to feedback to
improve the customer experience were recognized by Forrester Research with its voice of the customer award. As the no.1 health care IT service provider in the world, Dell helps the medical profession unleash the power of technology to help improve patient care.98% of FORTUNE 500 corporation do business with dell; were the No.1 provider of PCs to large enterprises around the world and the No.1 provider to public sector customers in the u.s.As the No.2 provider of computer support to education customers, we are committed to helping administrators, teachers and students harness the power of IT to advance learning.10million small businesses work with us, and were the No.1 provider of computers to small and medium businesses in the us. customers trust dell for their enterprises IT needs. Were the No.1 provider of internet SCSI storage solution worldwide and the No.1 provider of x86 servers in the U.S.The customers can choose to do business with more than 60000 partners registered with dell and certified to operate as our agents.
power according to the U.S.Environmental protection agency (EPA)green power challenge. Dell was the first major computer manufacturer to ban the export of nonworking electronics to developing countries as part of our global electronics disposal policy. They were committed to protecting workers from discrimination in the workplacethey earned perfect score of 100 percent for the sixth consecutive year in the 2010 corporate equality index, an annual survey administered by the human rights campaign (HRC) foundation. The Dell youth connect program has helped more than one million children get access to education and technology skills through partnerships with nonprofit organizations in underserved countries. They are proud to support PRODUCT where they donate part of our product profits to the global fund to help eliminate AIDS in Africa. They also support Susan G.komen for the cure through our partnership with Life Works Technology group. The employees Volunteer their time to organizations in their communities-in their fiscal year 2009,they donated 1,45,000 hours of volunteer time, which generated an estimated economic impact of $2.5 million.
activities.Morethan 3.5million members belong to the Dells social web community, which includes Dell.com communities and dell outlets on Twitter, LinkedIn, Facebook, Sina, Orkut (Brazil) and other sites. In 2007, Dell launched Idea Strom, where people could share ideas and vote on the ones them liked-Dell has implemented more than 400 of these ideas to date. Visitors to Dell.com can read about and contribute to more than 100,000 product reviews.
Financial Highlights
For fiscal year 2011, first quarter (ended April 30, 2010) Revenue-$14.9 billion Operating income-$824 million Net income-$584 million Earnings per share-$0.30 Cash flow-$238 million
Application services Focused capabilities that deliver high-value results Applications are the lifeblood of your organizations operations. In fact, many are so critical that any adjustments are met with the fear of disruption and limited productivity. With so much at stake, is revolutionary change really possible? Evolve without risk through the dell global delivery model and experienced industry and technology consultants. Well help you implement, develop or modify applications to ensure alignment with organizational needs and objectives-resulting in reduce costs, increased productivity and improved compliance-no matter the demand: Consulting: Identify opportunities for
improvement, as well as needs not addressed by your current application architecture, through
customization, modernization and maintenance. Development: Build customized applications for your organization, using our expertise in a wide
range of development platforms. Integration: Create a singular, interconnected IT community for your entire organization, by
strengthening data transfer communications with suppliers and customers and streamlining physical data collection points.
Testing: Minimize risk through comprehensive, predeployment application testing, and reduce time to market through our low-cost, global resources. Maintenance: Extend application lifespan through custom enancements, user-and system support, and upgrades. Empower your organization with efficient applications that match your goals. Partner with Dell today, and capitalize on your breadth of application services.
Business Consulting
Forward-looking guidance for any business challenge Your organization has kept pace with the global economy and progressed with the natural flow of business, but not technology keeps advancing, disruptions continue to materialize, and the competition has no plans of slowing down. Keeping up with todays challenges requires constant evolution and a measured approach to adopting new innovations. Breathe new life into organizational progress. Use Dell expertise in business processes, technology infrastructure and applications services to pinpoint growth opportunities that amplify agility, boost productivity and reduce costs. Then revolutionize your organization through a wide range of transformational efforts such as organizational change initiatives and enterprise resource planning (ERP) implementations.
Its time to outsmart change. Its time to begin a collaborative relationship with Dell-so your organization can adapt and rise to any challenge. Start today with our business consulting services.
On-Demand Applications and Technology for greater flexibilityIn a traditional IT model, adding new applications and expanding your infrastructure can lead to excessive operational expenses driven by: Complex, monolithic systems that are difficult to modify or expand A constantly growing staff of specialists for each solution Poor utilization levels of servers and storage, increasing your hardware, power and cooling, and data centre real estate costs Transform your organization into highly agile machine when your combine the deep industry knowledge, experienced consultants and efficient processes of Dell with cloud computing ease of management and low cost of deployment. Get the technology you needwithout the burdens of upfront costs and complex maintenance through services that features on demand scalability:
Systems management as a service helps you monitor, assess and update assets across your organization. The time has come to rethink IT. Partner with Dell, and take advantage of our cloud-based services.
Configuration and deployment service Simplified system adoption for maximum uptime
Whether youre adding new equipment to a data centre or migrating end users to the newest laptops, upgrading to new systems is a daunting task. A slight misstep in integrating hardware and software into your environment can cause major disrupyions, unnecessary expenses and longer-than-expected installation times. Adopt a pain-free process that enables your organization to quickly integrate new IT systems. With careful in-factory preparation of custom images, applications and hardware, Dell provides you with
preconfigured systems that are ready for use straight out of the box-so you can spend less times calibrating your infrastructure and more time doing business as usual. During deployment, our certified technicians follow a proven methodology and apply expert knowledge to lower
costs, reducing rye installation times by as much as 88percent.Simplify the process of taking your organization to the next level. Get the technology you need today with our
configuration and deployment services.
IT consulting services
Tested reference architectures that speed time to value A fixed scope that delivers predictable outcomes within achievable timelines A range of engagement and consumption models for almost any organization size or budget Maximize the value of IT investments today, and shape an efficient, effective and scalable infrastructure through our IT consulting services.
consequently multiply.Unfortunately,this may overwhelm your IT team with routine operational tasks-to the point that innovation takes a backseat.Drive productivity to a whole new level by liberating your organization from tedious IT tasks.Through automation, market- leading tools and the support of a global workforce, Dell helps you offload maintanence duties and align key talent with higher-value projects.Reopen the doors to innovation today with our managed infrastructure services.
Support Services
Shift your Resources from Maintanence to Momentum The IT infrastructure is configured to meet your organizations specific needs and objectives, but such a unique environment can be costly, risky and time consu,ing to support.
Minimize disruptions and maintain a high level of productivity through Dell Prosupport-a suite of support services you can customize to align with your organizations entire IT landscape.Easily adjust speed and type of support to address specifis scenarios for every IT element-from users and devices to applications and data centres.With Dell prosupport,you can protect your investments through a simple yet flexible approach that includes: Proactive problem avoidance,remote monitoring and self support features to help maximize productivity. A single point of accountability to troubleshoot hardware and software solutions Tailored parts and labour service levels,from nextbusiness-day to two-hour rapid response and from traditional tech support to dell online self dispatch for certified IT professionals Expertise in specialized as applications and
technology,such
virtualization,systems
management and microsoftwindows7 Global command centres that track parts and labour around the clock A designed Dell professinal to assess your IT environment,build a custom support plan and manage your critical need Take IT support to a new level of focused efficiency.Start today with our wide range of services.
DELL Products
Dell Inc.is a multinational information technology corporation based in Round Rock, Texas, United States, that develops, Sells and supports computers and related products and services. Bearing the name of its founder, Michael Dell, the company is one of the largest technological corporations in the world; employing more than 96000 people worldwide. Dell is listed at #5 most admired company in its industry.
Dells Home office/Consumer class emphasizes value, performance, and expandability. These brands include: Inspiron(budget desktop and notebook computers) Studio (mainstream desktop and laptop computers) XPS(high-end desktop and notebook computers) Studio XPS(high-end design-focus of XPS systems and extreme multimedia capability) Alien ware(high- performance gaming systems) Adamou(high-end luxury laptop)
CHAPTER-3 DATA ANALYSIS AND INTERPRETATION Age group of the respondents: Table-3.1 Age group of the respondents
S.No 1 2 3 4
Age group Below 20 years 20-30 years 30-40 years Above 40 years Total
Percentages 18 58 13 11 100
The above table denotes that out of 150 respondents, 58% of the respondents belong to 20-30 years,18% of the respondents are below 20 years,13% of the respondents are 30-40 years and 11% are above 40 years. Hence majority of the respondents fall under the age group of 20-30years.
Education qualification
The educational qualifications of the
respondents are classified into no formal education, school level, college level and professional. This classification is shown in the table 3.3.
S.No 1 2
No. of respondents 4 17 93
Percentages 3 11 62 24 100
36 150
The above table denotes that out of 150 respondents , 62% of the respondents belong to college level,24% of the
respondents are professionals,11% of the respondents are school level and 3% are having no formal education. Hence majority of the respondents are graduates.
S.No 1 2 3 4
Occupational status
Percentages 13 28 20 39 100
The above table shows that out of 150 respondents, 39% of the respondents under the others, 28% belong to business, 20% belongs to professionals and 13% belongs to employed category. Hence majority of the respondents comes under the category of others.
S.No 1 2
No. of respondents 21 14
Percentages 14 9 55 22
82 33
150
100
The above table shows that out of 150 respondents, 55% of the respondents are using laptops for educational purpose, 22% for personal use, 14% for office application and 9% for web surfing. Hence majority of the respondents are using laptops for educational purpose.
S.No
No. of respondents 27 47
Percentages
1 2
18 31 31 20
46 30
total
150
100
The above table shows that out of 150 respondents, 31% of the respondents are more influenced by price and quantity, 20% are influenced by brand name and 18% by after sales service. Hence majority of the respondents are influenced by price and quantity.
S.No 1 2 3 4
Usage Hours
No. of respondents 57 56 18 19
Percentages 38 37 12 13
Total
150
100
The above table shows that out of 150 respondents, 38% are using laptops for minimum of 2hrs a day, 37% are using upto 3 to 4 hrs a day, 13% for more than 5 hrs a day and 12% for 4-5 hrs a day. Hence majority of the respondents are using the laptop upto 2 hrs a day.
S.No
Level of satisfaction
No. of respondents
Percentages
1 2 3
65 70 15
43 47 10
Total
150
100
The above table shows that out of 150 respondents, 47% are satisfied about the compliant form, 43% are highly satisfied and 10% are not satisfied about the compliant form. Hence majority of the respondents are satisfied to the respect to compliant which is to be filled in by the customer about the product.
S.No
Level of
No. of
Percentages
satisfaction
respondents 59 72 19 39 48 13
1 2 3
Total
150
100
The above table shows that out of 150 respondents, 48% are satisfied about the timely service, 39% are highly satisfied and 13% are not satisfied about the timely service of the product. Hence majority of the respondents are satisfied about the timely service given by the company.
Easy approachability of service man: Table 3.14 Easy approachability of service man
S.No
Approachability
No. of respondents
Percentages
1 2 Total
Yes no
91 59 150
61 39 100
The above table shows that out of 150 respondents, 61% of the respondents have answered service man are easily approachable and 39% of the respondents have answered service man approachable . Hence majority of the respondents are satisfied have satisfied that the company service man are easy approachable. not easily
S.No 1 2 3
Level of satisfaction
Percentages 26 70 4
Total
150
100
The above table shows that out of 150 respondents, 70% are satisfied about the quality of service, 26% are highly satisfied and 4% are not satisfied about the quality of service of the product. Hence majority of the respondents are satisfied about the quality of service given by the company.
cost of service
S.No 1 2 3
Level of satisfaction
No. of respondents 59 84 7
Percentages 39 56 5
Total
150
100
The above table shows that out of 150 respondents, 56% are satisfied about the cost of service, 39% are highly satisfied and 5% are not satisfied about the cost of service. Hence majority of the respondents are satisfied regarding the cost of service.
S.No 1 2 3 4
Percentages 23 37 25 15 100
The above table shows that out of 150 respondents, 37% of the respondent having little bit of chance , 35% , 25% have low chance ,23% have high chance and 15% are not having to idea to switch over the other brand. Hence majority of the respondents are little bit of chance to change the laptop.
Table 3.19 Recommendation of the product S.No Recommendation of the product 1 2 Total Yes no
No. of respondents
107 43 150
Percentages
71 29 100
The above table shows that out of 150 respondents, 71% of the respondents recommend the product and 29% of the respondents will not recommend the product to others. Hence, most of the respondents are recommending the product to others.
22
14 9
office appliction
web surfing
eductional purposes
personal use
31
31
20 18
price
quantity
brand nane
37
12
13
up to 2 hrs
3 to 4 hrs
4 to 5 hrs
47% 53%
40%
60%
61
39
YES
NO
70
26
highly satisfied
satisfied
not satisfied
COST OF SERVICE
PERCENTAGE
56
39
highly satisfied
satisfied
not satisfied
BATTERY CHECK UP
PERCENTAGE
54
39
highly satisfied
satisfied
not satisfied
37
25 23
15
high chance
certain
low chance
never
71
29
YES
NO
Factor Age
Degree of freedom 6
Significant level 5%
satisfaction
Alternative Hypothesis (H1): There is close relationship between age and
level of satisfaction.
INFERENCE
The above analysis reveals that the calculated value (5.0834) is lower than table value (12.5916) therefore null hypothesis (Ho) is accepted. Hence there is no significant relationship between age and level of satisfaction.
Factor Gender
Degree of freedom 2
Significant level 5%
of satisfaction.
Alternative Hypothesis (H1): There is close relationship between gender
INFERENCE
The above analysis reveals that the calculated value (6.2500) is higher than the table value (5.9915) so the null hypothesis is rejected. Hence there is a close relationship between gender and level of satisfaction in price.
Degree of freedom 6
Significant level 5%
INFERENCE
The above analysis reveals that the calculated value (5.0551) is lower than the table value (12.5916) therefore the null
hypothesis (Ho) is accepted. Hence there is no significant relationship between professional qualification and level of significant in price.
INFERENCE
The above analysis reveals that the calculated value (0.8863) is lower than the table value (12.5916) therefore null
hypothesis (Ho) is accepted. Hence there is no significant relationship between Occupational status and level of satisfaction in price.
A STUDY ON CUSTOMER SATISFICTION TOWARDS AFTER SALES SERVICE OF DELL LAPTOP 1) NAME: 2) AGE: a) Below 20 years 3)30 to 40 years 3) Gender 1) Male b) female b) 20 to 30 d) above 40 years
4) Professional qualification A) No formal qualification c) College level 5) Occupational status a) Employed c) Professional 6) What purpose you are using laptop? A) Office application c) Educational purpose b) web surfing d) personal use b) business d) others b) school level f) professional
7) Which of the following highly influence your purchase the product? a) After sales service c) Quantity b) price d) brand name
a) Up to 2 hrs ` c) 4 to 5 hrs
9) Have you faced any problem in the product you are using? a) Yes b) no
10) If yes, do you consult the service center of the company for getting a solution to your problem? a) Yes b) no
11) What is your level of satisfaction with respect the following aspects? snow 1 2 3 4 Particulars Price Quality Complaint form to be filled Timely service Highly satisfied satisfied Not satisfied
13) What is your opinion about the quality of service you received? a) Highly satisfied b) satisfied c) Not satisfied
14) What is your level of satisfaction in cost of service? a) Highly satisfied b) satisfied c) Not satisfied
15) What is your level of satisfaction with respect of battery checkup? a) Highly satisfied b) satisfied c) Not satisfied
16) Do you have any chance to replace your laptop with other brand? a) Highly chance C) No chance b) certain d) never