A STUDY ON CUSTOMER SATISFACTION SURVEY TOWARDS JAINSONS CORPORATION LTD By A.S.

SARAVANA KARTHIK (Reg No: 35103240) A PROJECT REPORT Submitted to the Department of SRM SCHOOL OF MANAGEMENT In partial fulfilment of the requirements For the award of the degree Of MASTER OF BUSINESS ADMINISTRATION IN S.R.M ENGINEERING COLLEGE SRM INSTITUTE OF SCIENCE AND TECHNOLOGY (Deemed University) JUNE 2005

BONAFIDE CERTIFICATE Certified that this project report titled customer satisfaction towards Jainsons corporation Ltd. is the bonafide work of Mr. A.S.Saravana karthik. Who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported here in does not form part of any other project report or dissertation on the basis of which a degree or awards was conferred on an earlier occasion on this or any other certificate.

Signature of the Guide Priya Krishnan

Signature of the HOD Dr.Jayashree Suresh

Signature of the External Examiner

ABSTRACT This project A STUDY ON CUSTOMER SATISFACTION SURVEY TOWARDS JAINSON CORPORATION LTD is done to know the level of customers satisfaction for the customers of JAINSON CORPORATION LIMITED. So the objective is to know the satisfaction level and find the market potential for the company and brand Preference of customers. The survey was based on formal interview with the customers directly and the responses are collected through questionnaire. The sample size for this research is only 100 respondents and the area selected to do the survey is Mylapore. Here convenience sampling method was adopted to conduct the survey. The main aim of this study is to find out of the level of customer satisfaction and suggests them the means to improve the satisfaction level, which will help them to increase their sales. During this survey it is found that 90% of the respondents services provided by JAINSON CORPORATION LIMITED are up to the satisfaction level from all the aspects. And only 10% of respondent are dissatisfied. So it is concluded that the services are satisfactory. It is also found that there is a huge market for the Television, Refrigerator and washing machine. Because of the essential need of day-to-day life. It is suggested to the company that the services provided by them are satisfied but they have to improve level of sales. It is also suggested to provide offers to their customers to attract them.

ACKNOWLEDEMENT I express my thanks to Prof. R.Venkatramani, Principal, S.R.M. Engineering College for providing me the opportunity of doing this project. I would like to thank Dr. Jayashree Suresh, Dean, S.R.M. School Of Management, for her constant encouragement. I wish to place on my deep sense of gratitude to my guide Priya Krishnan, Faculty, S.R.M. Institute of Management Studies, for her valuable and scholarly guidance and wholehearted encouragement for the completion of this project successfully. I extend my indictment to Mr.Balagopal, Vice President, Jainson Corporation limited for allowing me to do my project work and also for his encouraging words during the project. I finally wish to thank sincerely to all who have helped me directly or indirectly in completing my project work successfully. DECLARATION

I, A.S.SARAVANAN KARTHICK, (Reg No:35103240), MBA, SRM SCHOOL OF MANGEMENT, S.R.M. Engineering College, do here by declare that this project work entitled A STUDY ON CONSUMER SATISFACTION SURVEY TOWARDS JAINSON CORPORATION LIMITED in partial fulfilment of MBA Degree course of the SRM Deemed University is my original work.

Place: Date: (A.S.SARAVANAN KARTHICK)

TABLES OF CONTENTS CHAPTER I. II. III. IV. V. INTRODUCTION STATEMENT OF THE PROBLEM OBJECTIVES OF THE STUDY REVIEW OF LITERATURE RESEARCH METHODOLOGY & SCOPE AND LIMITATIONS OF THE STUDY VI. VII. VIII. IX. X. COMPANY PROFILE ANALYSIS AND INTERPRETATIONS SUMMARY OF FINDINGS SUGGESTIONS CONCLUSION APPENDIX BIBILOGRAPHY 8 9 63 67 68 69 74 TITLE PAGE NO. 1 2 3 4 5

LIST OF TABLES TABLE 7.1 7.2 7.3 7.4 7.5 7.6 7.7 7.8 7.9 7.10 7.11 7.12 7.13 7.14 7.15 7.16 7.17 7.18 TITLE Table showing the respondents who had purchased the following Consumer durable from Jainsons Corporation Ltd. Table showing the respondents those who had purchased under different sessions Table showing the purchase companion of the respondents. Table showing the analysis about the sales persons explanation Towards the product. Table showing the sales person explanation about the brands available in the outlet. Table showing the opinion of the respondents about the sales persons information about the products. Table showing the satisfaction of the respondents about the range of products and brands available in the outlet. Table showing the sales persons attention about the queries of The customer. Table showing the whole rating of the sales persons Behaviour by the respondents. Table showing the negotiation results by the respondents Table showing the respondents who had purchased under the promotional scheme in Jainsons. Tables showing the satisfaction rate about the sales promotional scheme in Jainsons. Table showing billing performance of Jainsons. Table showing the satisfaction level of shopping experience of the respondents in Jainsons. Table showing the delivery duration of Jainson to the respondents Table showing the performance of the delivery boy. Table showing the satisfaction level of deliveries to the respondents. Table showing the demonstrators performance towards the Respondents. 40 42 44 46 36 38 32 26 31 25 23 21 19 17 13 15 11 PAGE NO 9

7.19 7.20 7.21 7.22 7.23 7.24 7.25

Table showing the performance of the products purchased from Jainsions. Table showing the availability of after sales service. Table showing the respondents complaints in Jainsons. Table showing the service persons performance and attention towards the complaints. Table showing the respondents feelings about terms of service in Comparison with other outlets. Table showing the respondents who willing to recommend to their friends, relatives and colleagues. Table showing the respondents who willing to purchase again.

48 50 52 54 55 59 61

LIST OF FIGURES FIGURES NO 7.1.1 The Graphical table showing the respondents who had purchased the following consumer durable from Jainsons corporation Ltd 7.1.2 7.1.3 7.1.4 7.1.5 7.1.6 7.1.7 The respondents purchased under different session. The different purchase companions of the respondents. The Graphical table shows the analysis about the sales persons explanation towards the product. The Graphical table shows the sales person explanation about the brand available in the outlet. The Graphical table shows in the sales persons informations to the customer in Jainsons. Graphical diagram show the satisfaction of the respondents about the range of the products and brand available in the outlet. 7.1.8 The Graphical table shows the satisfaction of the respondents about the range of product and brand available in the outlet. 7.1.9 7.1.10 7.1.11 7.1.12 7.1.13 7.1.14 The Graphical table shows the sales persons attention about the queries of customer in Jainson The Graphical table showing the whole rating of sales person behaviours in Jainsons by the respondents. The Graphical table showing the negotiation results by respondents. The Graphical table showing the respondents who had Purchased under promotional scheme in Jainsons. The Graphical table showing the satisfaction about sales Promotional scheme in Jainsons. The graphical table shows the billing performance of Jainsons. 37 35 33 30 27 24 22 22 20 18 12 14 16 10 TITLE PAGE NO

7.1.15

The Graphical table shows the shopping experience of respondents in Jainsons. The Graphical table showing the performance of delivery boys.

39

7.1.16 7.1.17 7.1.18 7.1.19 7.1.20 7.1.21 7.1.22 7.1.23 7.1.24 7.1.25

The Graphical table showing the delivery performance Of Jainsons to the respondents. The Graphical table shows the satisfaction level of delivery to respondents. The Graphical table showing the performance of

41 43 45 47 49 51 53 56 58 60

demonstrators towards the respondents. The Graphical table showing the satisfaction level of product purchased from Jainsons. The Graphical table showing the availability of after sales service. The Graphical table shows the respondents complaints in Jainsons. The Graphical table Shows the services persons performance and attention towards the complaints. The Graphical table shows the Jainsons service performance Comparison with other outlets. The Graphical table shows the willingness of the Jainsons customers to recommend the others. The Graphical table shows the respondents who are willing to purchase again.

INTRODUCTION

Food and shelter are usually referred as primary need of the people. But, now the Television, Washing Machine, Refrigerator is very important to people in day-to-day life. Now a day each and every family are in need of T.V, Washing Machine, Refrigerator and homely goods. As the technology is rapidly growing the need and consumption of power is increasing along with the technology.

When people began to identify the need of the homely product, the market identifies a lot of opportunity. Slowly the numbers of models were developing to suit the need of customers. Now so many brands are available in so many models in dealership companies. Satisfaction is the level of person who feels the state of resulting from comparing product perceived performance in relation to the persons expectations. So the customer satisfaction will have a multiplier effect on sales. Sample of customers for Jainsons Corporation Limited was selected and the levels of satisfaction and suggestion where taken into account by collecting datas with the help have well planned undisguised questionnaire. STATEMENT OF THE PROBLEM The company was started in the year 1981. This company deals in the field of consumer Durable Retail. This Company is Largest Retailing Company in South India. An attempt has been made in this study to find out the level of customers satisfaction towards the services provided to customers and also finds the market potential for JAINSON CORPORATION LIMITED among its customers in Chennai. The questionnaire method was used to conduct this study. It was the need of this project study to find ways and means to increase the satisfaction level of customers of JAINSONS CORPORATION LIMITED. OBJECTIVES OF THE STUDY Primary Objective: The primary objective of this study is To find the satisfaction level of the customer for the service provided by Jainsons corporation Limited Secondary Objective:

 To identify the mode of servicing and sales persons behaviour with customer. To identify the effectiveness of the promotional schemes. To identify delivery quality of Jainsons Corporation Limited. To identify the customer opinion about the after sales services rendered by Jainsons Corporation Limited. To identify the performance level and opinion of Jainsons Corporation Limited as envisaged by the customers.

REVIEW OF LITERATURE. In the present scenario companies are facing their toughest competition ever. It is very necessary for any companies to change their philosophy from product and sales philosophy to a marketing philosophy. All the companies are required to win their customers and outperform their competitors; doing a better job of meeting or exceeding customer expectations. In general, customer satisfaction is a customers feelings of pleasure of disappointment resulting from comparing products perceived performance in relation top his or her expectations. If the performance falls short of expectations, the customer is dissatisfied, if it the performance matches the expectations, the customer is satisfied and if it exceeds then he is delighted. There is a huge link between customer satisfaction and customer loyalty. Suppose if he is not satisfied then he will shift to another vendor, if he is satisfied then he may shift to another vendor if his offer is better and he will remain loyal only when he is delighted and fully satisfied. The customers builds their expectations by their past buying experience, friends and associates advices, and marketers and competitions information and promises. So the companies need to raise expectations and delivering performance to match. So it is under stood that customers will by from the firm that they see as offering the highest perceived value. In the Retailing Industry lots of customers are buying Multi kind of products, so the companies need to increase their expectations by giving proper information and

promising so that the customer will be found to by the branded products. There is no match difference in the customer satisfaction for the customers of Retailing Industry and other Industries. 5.1 RESEARCH METHODOLOGY

RESEARCH DESIGN

The research conducted for this study was descriptive one. Descriptive study is a study for collection of data for a definite purpose. This study is typically by an initial hypothesis. This study was used to identify the customer satisfaction of Jainsons Corporation Limited. DATA COLLECTION METHOD To get the required data regarding customer satisfaction only option to go for the researcher was primary data collection. To collection the primary data a well planned. Questionnaire was prepared. This questionnaire was a structured and undisguised one. The structured questionnaire was used since a definite amount of datas was needed for the analysis and it also yield accurate results when compared to others. The questionnaire was undisguised one since the objectives of the study will not affect the people by anyway. SAMPLE SIZE AND TYPE OF SAMPLING The universe of this study was the total number of customer owing a Jainsons Corporation Limited at Mylapore in Chennai. There are lot of customer are there for Jainson. So that, the census survey was impossible within the given limits. A sample survey was undertaken. There are more than 100-sample survey has been done in this area. There are only around 150-customer address had been given by company. A

convenience non-probability sampling was undertaken. The company allotted Mylapore as my area for this project. The survey result is only covered Mylapore.

PILOT SURVEY Around 100 samples were collected from their respondents as a measure to pretest the questionnaire. The suggestions given by respondents were duly considered and were incorporated in the questionnaire after which it took a final shape. A copy of the final questionnaire is enclosed in appendix. STATISTICAL TOOL USED The statistical method adopted for this project to gain an in-depth view about customer satisfaction were 1. Chi-Square Test

1. Chi-Square Test
The Chi-Square test was used test the hypothesis. Equal number of respondents service highly satisfied, satisfied, not satisfied, highly not satisfied. The formula for X^2 = (O-E)^2 E Where O = Observed Frequency E = Expected Frequency

5.2 SCOPE AND LIMITATIONS OF STUDY 1. This scope of study was confined to customer at Mylapore in Chennai. Respondent mostly fined it difficult to spare time during business hours. However, the survey covers more than 100 samples and all projection and interpretation are based in the response from these respondents. 2. The study could have been more informative but for pan city of time which was confined to just 3 months only. COMPANY PROFILE JAINSONS today is a leading brand in Tamilnadu in the field of Consumer Durable Retail. The company was started way back in 1981 with its first showroom in Pondy Bazzar and, over a period of time, the company opened additional branches in Chennai and a few other towns of Tamilnadu becoming multi-outlet retail chain. Jainsons range of retail products included Televisions, Refrigerators, Washing Machines, Audio Products, and other electrical appliances for the home. The company had particularly established a strong position in the Television market in Tamilnadu. The company had 13 showrooms across Tamilnadu when it was taken over by the Viveks Group in 1999,Jainsons Corporation Ltd.was registered as a Public Limited Company, and is a wholly owned subsidiary of Vivek Ltd. Following the acquisition by Viveks, the company expanded its product portfolio offering a wide range of consumer electronics and home appliances including small appliances and recently added Mobile Phones as well. Jainsons had expanded its operations into more areas and now has 25 showrooms spread across Chennai, Madurai, Trichy, Comibatore, Salem, Erode, Hosur, Tuticorin, Rajapalayam, Sivakasi, Theni, Karakudi, Paramakudi and Palayamkottai. The company is poised to cross the Rs.100 crore marks in turnover in the current financial year. The companys modern showrooms display an arrange of products, brand and models for the customer to choose from. Jainsons provide good service to its customers

and offers competitive prices too. It is a board of directors oversees management and employs experienced professionals to manage the various operating functions. Further expansion of the business is on the anvil. Its emphasis on providing excellent service to it customer has won the loyalty of a lot of customers. Jainsons presently occupies the third position among Consumer Durables retail chains in Chennai and the second position in rest of Tamilnadu.

DATA ANALYSIS AND INTERPRETATION 7.1 Table showing the respondents who had purchased the following Consumer durable from Jainsons corporation limited

PRODUCT

NO.OF RESPONDENTS

% OF RESPONENTS 35 60 15 100

Refrigerator Television Washing machine TOTAL

35 60 15 100

Inference From the table it is clear that 60% had purchased Television,35% had purchased Refrigerator, and 15% had purchased Washing Machine.

7.1.1 The respondents who purchased the following Products of Jainsons Corporation Limited.

100

90

80

70

60

50

40

30

20

10

0 Refrigerator Television Washing machine TOTAL

NO.OF

RESPONDENTS 35 60 15 100

% OF RESPONENTS 35 60 15 100

7.2

Table showing the respondents those who had purchased under different

sessions

Session Forenoon Afternoon Evening Total

No of Respondents 30 10 60 100

%Of Respondents 30 10 60 100

Inference: From the table showing it is clear that 60% of the respondents had purchased in evening, 30% of the respondent had purchased in morning and 10% had purchased in afternoon.

7.1.2 The respondents purchased under different sessions

100 90 80 70 60 50 40 30 20 10 0 No of Respondents 30 10 60 100 % Of Respondents 30 10 60 100

Forenoon Afternoon Evening Total

7.3The table showing purchase companions of the respondents Companions Single Family member Friends Others Total No of respondents 10 40 40 10 100 % Of respondents 10 40 40 10 100

Inference From that table clear it 40% of the respondents had purchased with it their family members, 40% of respondents had purchased with their friends and 10% of customers purchased as single and 10% had purchased with others. 7.1.3 Different purchase companions of the respondents

100 90 80 70 60 50 40 30 20 10 0 Companions Single Family member Friends Others Total No of 10 40 40 10 100 % Of 10 40 40 10 100

7.4 The table showing the analysis about sales persons explanation

Results Positive Negative Total

No of respondents 90 10 100

% of respondents 90 10 100

Inference From this table it is clear 90% of the respondents had been satisfied with sales person explanation about product features but only 10% of respondent had not been satisfied with the sales persons explanation.

7.1.4 The graphical table shows the analysis about the sales person explanation towards the product.

100 90 80 70 60 50 40 30 20 10 0

No of respondents 90 10 100

% of respondents 90 10 100

Positive Negative Total

7.5 The table showing the sales persons explanation about all brands available in the outlet Results Positive Negative Total No of respondents 80 20 100 % of respondents 80 20 100

Inference The table shows that 80% of respondents had been satisfied about sales persons explanations on brand the available in the outlet but 20% had not satisfied. 7.1.5 The graphical table shows the salespersons explanations about the brand available in the outlet of Jainson

100 80 60 40 20 0 Results Positive Negative Total No of 80 20 100 % of 80 20 100

7.6 Table showing the opinion of the respondents about the sales persons information about the product.

Results Positive Negative Total

No of respondents 90 10 100

% of respondents 90 10 100

Inference From this it is clear that 90% of respondents had satisfied with sales person well information about the product but only 10% had not satisfied. es persons Information to the customer in Jainsons.

100 90 80 70 60 50 40 30 20 10 0 No of respondents 90 10 100 % of respondents 90 10 100

Positive Negative Total

7.7 Table showing the satisfaction satisfaction of the respondents about The range of products and brands available in the outlet. Results Positive Negative Total No of respondents 90 10 100 % of respondents 90 10 100

Inference From the table it is clear that 90% of respondents satisfied of products and brand available in the outlet in Jainson and 10% had not satisfied. of the respondents about the range of the products and brand available in the outlet.

100 90 80 70 60 50 40 30 20 10 0 No of respondents 90 10 100 % of respondents 90 10 100

Positive Negative Total

7.8 The table shows the Sales persons attention about the queries of the customer Results Positive Negative Total No of respondents 90 10 100 % of respondents 90 10 100

Inference From the table it is clear that 90% of respondents had been satisfied sales person attention but only 10% of customer had not been satisfied. 7.1.8 The graphical table showing the Sales persons attention about the queries of customer in Jainson

100 90 80 70 60 50 40 30 20 10 0 No of respondents 90 10 100 % of respondents 90 10 100

Positive Negative Total

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

Results Positive Negative Total

No of respondents 90 10 100

% of respondents 90 10 100

Inference From the table it is clear that 90% of the respondent had been satisfied with the behaviour of sales person and 10% had not been satisfied.

7.10 The table showing the negotiation results by the respondents. Results Highly satisfied Satisfied Not satisfied Highly dissatisfied Total No of respondents 8 70 20 2 100 % of respondents 8 70 20 2 100

Inference

From the table it is clear that 8% of the respondents had highly been satisfied about negotiation results, 70% of the respondents had been satisfied, 20% of respondents had not been satisfied and 2% of the customers had been highly dissatisfied. 7.1.9The graphical table showing the whole rating of sales persons behaviour in jainson by the respondents.

100 90 80 70 60 50 40 30 20 10 0

No of respondents 90 10 100

% of respondents 90 10 100

Positive Negative Total

7.5 CHI-SQUARE TEST: For The Table Showing My Negotiation Result by the Respondents. RE SULTS HIGHLY SATISFIED SATISFIED NOT SATISFIED HIGHLY DISSATISFIED NO OF RESPONDENT 8 70 20 20

HYPOTHESIS Null hypothesis: There is no significant relationship between the sati factional level and customers. Alternate hypothesis: There is significant relationship between the satisfaction level and customers

Observed Frequency 8 70 20 20

Expected Frequency 25 25 25 25 Calculated value 114.72

(0-E)^2 289 2025 25 529

(O-E)^ 2/E 11.56 81 1 21.16 114.72

Degree of freedom = n-1 = 4-1 =3 The table value for 3 at 5% of significance Hence cal value>tab value 114.72>7.815 So we reject the null hy7pothesis 114.72>7.815 There is significant relationship between satisfaction level and customer. 7.1.10 The graphical table showing the negotiation result by the respondents.

100 80 60 40 20 0 No of responde 8 70 20 2 100 % of responde 8 70 20 2 100

Highly satisfied Satisfied Not satisfied Highly dissatisfied Total

7.11 The table showing the respondents who had purchased under various schemes in jainson.

Schemes Cash discount Gift Neither Total

No of respondents 20 32 48 100

% of respondents 20 32 48 100

Inference From that table is clear that 20% of respondents got cash discount, 32% of the respondents got gift offers and 48% of the respondents were not purchased under any promotional schemes. 7.12 The table showing the satisfaction rate about the sales promotional scheme in Jainson.

Results Excellent Good Ok Bad Total

No of respondents 10 30 20 40 100

% of respondents 10 30 20 40 100

Inference From that table it is clear that 10% of respondents felt about promotional scheme had excellent, 30% of customer felt about promotional scheme as good, 20% of customer felt about promotional scheme as ok, but 40% of customer felt about promotional scheme as bad. 7.1.11 The graphical table showing the respondents who had purchased under the promotional schemes in Jainson

100 90 80 70 60 50 40 30 20 10 0

No of respondents 20 32 48 100

% of respondents 20 32 48 100

Cash discount Gift Neither Total

7.2 CHI-SQUARE: - for the satisfaction rate about the sales promotional scheme in Jainsons RESULT EXCELLENT GOOD OK BAD NO OF RESPONDENT 10 30 20 40

OBSERVED FREQUENC Y 10 30 20 40

EXPECTED FREQUENC Y 25 25 25 25

(O-E)^2

(OE)^2/E

225 25 25 225

9 1 1 9 20

Cal value= 20 Degree of freedom= (n-1) =(4-1) =3 The table value for 3 at 5% of significant Hence cal value > table value 20>7.815 Hence we reject the null hypothesis and calculate that the different is significant

There is significant relationship between sati factional level and customers. 7.1.12 The graphical showing satisfaction about sales promotional scheme

100 90 80 70 60 50 40 30 20 10 0

No of respondents 10 30 20 40 100

% of respondents 10 30 20 40 100

Excellent Good Ok Bad Total

7.13 The table showing billing performance of Jainsons

Results Positive Negative Total

No of respondents 90 10 100

% Of respondents 90 10 100

Inference From the table clear that 90% of respondents satisfied with Jainson billing performance but 10% of respondents were not satisfied. 7.1.13 Billing performance of Jainson

100 80 60 40 20 0 Positive Negative Total No of respondents 90 10 100 % Of respondents 90 10 100

7.14 Table showing the satisfaction level of shopping experience of the respondents in Jainson

Sati factional level Highly satisfied Satisfied Not satisfied Highly not satisfied Total

No of respondents 5 85 8 2 100

% of respondents 5 85 8 2 100

Inference From the table it is clear that 5% of respondents had highly been satisfied with shopping experience of Jainson, 85% of respondents had been satisfied, 8% of respondent had not been satisfied and 2% of respondents had highly not been satisfied.

7.1.14 The graphical table showing the shopping experience of respondents in Jainson.

100 90 80 70 60 50 40 30 20 10 0 No of respondents 5 85 8 2 100 % of respondents 5 85 8 2 100

Highly satisfied Satisfied Not satisfied Highly not satisfied Total

7.15 The table showing the delivery duration of Jainson

to the respondents.

Duration Same day 1-3 days later More than 3 days More than a week Total

No of respondents 50 30 10 10 100

% Of respondents 50 30 10 10 100

Inference From that the table it is clear that 50% of the delivery had been made at same day, 30% of delivery made above 1-3 days, 10% of delivery made more than 3 days, 10% of delivery had been taken more than a week.

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

100 90 80 70 60 50 40 30 20 10 0 No of respondents 50 30 10 10 100 % Of respondents 50 30 10 10 100

Same day 1-3 days later More than 3 days More than a week Total

7.16 Table showing the performance of the delivery boy

Performance of delivery boy Excellent Good Ok Bad Total

No of respondent 10 60 20 10 100

% Of respondent 10 60 20 10 100

Inference From the table it is clear that 10% of respondent valued delivery boy performance as excellent, 60% person value as good, 20% person valued as ok, and 10% valued as bad.

7.1.16 The graphical table showing the Performance of the delivery boy

100 80 60 40 20 0

No of respondent 10 60 20 10 100

% of respondent 10 60 20 10 100

Excellent Good Ok Bad Total

7.17 Table showing the satisfaction level of deliveries to the respondents. Sati factional level of delivery Highly satisfied Satisfied Not satisfied Highly not satisfied Total 10 70 20 10 100 10 70 20 10 100 No of respondent % of respondent

Inference From the table it is clear that 10% of people had highly been satisfied about delivery and 70% of people had been satisfied, 20% of people had not been satisfied and 10% of people had highly not been satisfied.

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

100 90 80 70 60 50 40 30 20 10 0 No of respondent 10 70 20 10 100 % of respondent 10 70 20 10 100

Highly satisfied Satisfied Not satisfied Highly not satisfied Total

7.18 The table showing the demonstrators performance towards the respondents

Performance of demonstrators Good Ok Bad Total Inference

No of respondents 90 5 5 100

% of respondents 90 5 5 100

From the table it is clear that performance of demonstrators 90% of respondents felt good, 5% of people felt ok, and 5% of people felt bad.

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

100 90 80 70 60 50 40 30 20 10 0 No of % of respondents respondents 90 5 5 100 90 5 5 100

Good Ok Bad Total

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

Performance of Jainson Satisfied Not satisfied Total

No of respondent
90 10 100

% of respondent 90 10 100

Inference From the table it is clear that satisfaction level of the product purchased from Jainson 90% had been satisfied and 10% had not been satisfied.

7.1.19 The graphical table of satisfaction level of product purchased from Jainson

100

50

No of 90 10 100

% of resp 90 10 100

Satisfied Not satisfied Total

7.20 The table showing the availability after sales service Result Avail Not avail Total No of respondent 80 20 100 % of respondent 80 20 100

Inference From the table it is clear that 80% of respondents got after sales service opportunity, and 20% of people not got after sales service opportunity.

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

100 80 60 40 20 0 No of % of respo respo 80 20 100 80 20 100

Avail Not avail Total

7.21 The table showing the respondent complaints in Jainsons

Duration Same day 1-3 day More than 3 days More than a week Total Inference

No of respondents 50 10 20 20 100

% of respondents 50 10 20 20 100

From the table it is clear that 50% of respondent got after sales service within same day, 10% of got after sales service after registered 1 to 3 days, 20% of the people got sales service more than 3 days, 20% of people got after sales service more than a week.

7.1.21 The graphical table showing the respondents complaints in Jainson.

100 50 0

No % of of 50 50 10 10 20 20 20 20

Same day 1-3 day More than 3 days M th

7.22 The table showing the service persons performance and attention towards the complaints

Performance of sales persons Excellent Good Ok Bad Total

No of respondents 20 50 20 10 100

% of respondents 20 50 20 10 100

Inference From the table it is clear that 20% of people felt that sales persons as excellent, 50% of people felt as good, 20% of people felt that ok, 10% of people felt that sales persons performance as bad.

7.23

The table showing the respondents feeling about terms of service in

comparison with other outlets.

Comparison with other outlet Excellent Good Ok Bad Total

No of respondent 10 70 10 20 100

% of respondent 10 70 10 20 100

Inference From the table it is clear that 10% of respondent felt about Jainson as excellent, 70% of people felt as good, 10% of felt as ok, 20% of respondent felt as bad.

7.1.22 The graphical table showing the service persons performance and attention towards the complaints

100

50

No of 50 10 20 20

% of 50 10 20 20

Same day 1-3 day More than 3 days More than a k

7.2 CHI-SQUARE RESULT EXCELLENT GOOD OK BAD NO OF RESPONDENT 10 70 10 20

OBSERVED FREQUENC Y 10 70 10 20

EXPECTED FREQUENC Y 25 25 25 25

(O-E)^2

(O-E)^2/E

225 2025 225 25

9 81 9 1 100

Calculated Value = 100 Degree of freedom = (n-1) =(4-1) =3 The table Value for 3 at 5% of significant Cal Value > Table value 100>7.815 So we reject to null hypothesis there is significant relationship between The sati factional level and customers.

7.1.23 The graphical table showing the Jainson service performance comparison with other outlets.

100

50

No % of of res res 50 10 50 10 20 20

Same day 1-3 day

More than 3 20 days More than a 20 week

7.24 The table showing the respondents willing to recommend to their friends colleagues and relatives

Result Willing to recommend Not willing to recommend Total

No of respondent 80 20 100

% of respondent 80 20 100

Inference From the table it is clear that 80% of respondent willing to recommend about Jainson to their, friends, relatives, and others, and 20% of respondents were not willing to recommend.

7.1.24 The graphical table showing the Willingness of Jainson customer to recommend others.

100 80 60 40 20 0 No of % of resp 80 20 100

80 Willing to recommend Not willing to 20 recommend 100 Total

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

Result Willing to purchase Not willing to purchase Total

No of respondent 80 20 100

% of respondent 80 20 100

Inference From the table it is clear that 80% of respondent were willing to purchase again but only 20% of respondent were not willing to purchase again.

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

100

50

No of 80

% of 80

Willing to recommend

Not willing to 20 20 recommend 100 100 Total

FINDINGS 1. 60% of the respondents bought the television, 35% of the respondents bought refrigerator and 15% of the respondents bought washing machine. 2. Out of 100 respondents who bought the products under different sessions. Forenoon session Afternoon session Evening session 30% 10% 60%

3. Out of 100 respondents who bought the products under companions. Single Family members Friends Others 10% 40% 40% 10%

4. Out of 100 respondent who gave opinion about sales persons explanation in the following manner. 10% of the respondents were not satisfied with the sales person explanation about the product. So that, they had the negative opinion. But 90% of the respondents who satisfied with sales persons explanation about the product. 5. 80% of respondents told that they were satisfied with the sales persons explanation about all brand outlets available in the company. But only 20% of the respondents were not satisfied about sales person explanation about all brand outlets available in the company. 6. Out of 100% of respondents 90% of respondents satisfied with sales persons well informed about the product. But 10% were not satisfied. 7. Out of 100 respondents 90% of respondents were satisfied about products and brand availability in Jainsons Corporation Limited. But 10% of customers told

that they were not satisfied with product and brand availability in Jainsons Corporation Limited. 8. It is found from the survey 90% of the respondents told that they were satisfied about sales persons attention about queries of customers. But 10% of customers were not satisfied in sales persons attention about queries of customers. 9. 90% were satisfied with sales persons behaviour but 10% of respondents disappointed about sales persons attention and behaviour. 10. Price negotiation results as follows Highly Satisfied Satisfied Not Satisfied Highly dis-satisfied 8% 70% 20% 2%

11. The respondent who got promotional scheme offer as follows Cash Discount Gift Neither 20% 32% 48%

12. The respondent whose opinion about promotional scheme effectiveness. Excellent Good Ok Bad 10% 30% 20% 40%

13. It is found from the survey that 90% of the respondents told that they were satisfied about billing performance. They told as they were not waiting unduly for billing but 10% of the customers were give negative result. 14. Out of 76 respondents who felt that their shopping experience of Jainsons as given below Highly satisfaction 5%

Satisfaction Not satisfaction Highly dissatisfaction 15. The survey about duration of delivery as given below Delivery committed same day Delivery committed 1 to 3 days More than 3 days More than a week -

85% 8% 2%

50% 30% 10% 10%

16. Out of 100 respondents who felt about delivery buys performance as follows Excellent Good Ok Bad 17. The level of satisfaction about deliveries as follows Highly satisfied Satisfied Not satisfied Highly not satisfied 10% 10% 70% 20% 10% 60% 20% 10%

18. It is found from the survey that 90% of respondents felt about demonstrator performance as good, 5% of respondents felt it was bad but 5% of respondents who felt about demonstrator performance as ok. 19. Out of 100 respondents 90% of respondents felt about performance of product purchased from Jainsons were satisfied and remaining 10% respondent were not satisfied about performance of Jainson. 20. It is found from the survey 80% of the respondents who got the after sales service opportunity but 20% of respondents who didnt get after sales service opportunity.

21. The time taken to service their product from the registered time of complaint as follows Same day 1 to 3 days More than 3 days More than a week the complaint Excellent Good Ok Bad 20% 50% 20% 10% 50% 10% 20% 20%

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

23. Out of 100 respondents who felt about Jainsons service performance compare with other outlets as follows Excellent Good Ok Bad 10% 70% 10% 20%

24. It is found from the survey 80% of the respondents who willing to recommend about Jainson to their, friend, relatives and colleagues but 20% would not willing to recommend Jainson to their friends, relatives, and colleagues. 25. It is found from the survey 80% of respondents who were willing to purchase the Jainson again and 20% of the respondents not willing to purchase in the Jainson again. 26. Notable suggestion for the improvement of Jainsons Corporation Limited by customers are given below (i) (ii) (iii) Some of the brands not available in Jainson =6% Sales person explanation should be good while no one should ignored =2% Cash discount should be given = 18%

(iv) (v) (vi) (vii) (viii) (ix)

If announce any company gift offer (LG) you should properly received and distribute customer you must take responsibility about gift offer = 10% Delivery should be committed at proper time = 6% Avoid un wanted delay when delivery committed = 6% You must take proper response to customer complaints = 8% Infrastructure of Jainson should be improved = 2% After sales service quality must be improved = 32%. SUGGESTION

1. Service persons should attend the calls of the customers seriously. 2. If the company offers any gift to customers, the gift must to be promptly given to customers. 3. You may give some price discount to the regularly customers, for keeping customer permanently with you. 4. Some of the brand items are not available in Jainson Corporation Limited. So that customer feels disappointed, so that you should take step to avail all brands in your company. 5. Particularly when customer buys the product in afternoon sessions, the sales persons are not responding properly. Some times customers are made to wait for long time about one hour, so try to avoid these hassles. 6. Some of the customer feels the infrastructure is not good. They feel, in Jainson there are no A/C and all, so infrastructure should be developed. During of the occasional time, the delivery time takes so long, some of company people hesitate to deliver the product to the customer, so you can do some special arrangements during the occasional days. Some customers made delivery themselves. You can avoid this through a special arrangement.

10.1 CONCLUSION From the survey conducted on the Jainsons Corporation Limited it can be concluded that the performance of Jainsons Corporation Limited is appreciable. The scope for this study was wide spread and only minor part was included in this study. Due care was taken to present the information in the best way. The responses given by the customer are favourable responses. This indicates a bright future of Jainsons Corporation Limited. 10.2 APPENDIX

CUSTOMER SATISFACTION

SURVEY TOWARDS JAINSON

CORPORATION LTD Demographic details 1.1 1.2 1.3 1.4 1.5 Name : Address Age Gender Education : : 20 29 ( ) : : Male School 30 39 ( ) ( ) 40 and above ( )

Female ( ) ( ) ( ) ( ) ( )

( ) Undergraduate

Postgraduate ( ) Professional 1.6 Occupation : Business Govt employee Others 1.7 1.8 Income level : < 10,000 ( )

( ) Self Employed Professional ( ) Private Sector employee ( ) 10,001 25000 ( )

Above 25,000 ( )

No of members in the family: Male ( ) Female ( )

Sales Encounter Details 2.1 Which of the following consumer durables did you buy from Jainsons ? a. Refrigerator ( ) 2.2 2.3 b. Television ( ) c. Washing Machine ( )

Which brand did you purchase from Jainsons ?-----------------------------------------On which part of the day you made the purchase ? a. Forenoon ( ) b. Afternoon ( ) c. Evening ( )

2.4

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

2.5

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

2.6

Did the salesperson explain to you about all brands available in the outlet? a. Yes ( ) b. No ( )

2.7

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

2.8

Are you satisfied with the range of products and brands available in the outlet? a. Yes ( ) b. No ( )

2.9

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

2.10

On the whole how will you rate the salespersons behaviour? ( ) Highly satisfied ( ) ( ) ( ) Highly dissatisfied

Satisfied

Not Satisfied

2.11

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

2.12

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

2.13

Did you purchase the product under any promotional scheme? a. Yes ( ) b. No ) ( ) ) If yes what did you get? a. Cash discount ( b. Gift (

2.14

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

2.15

Please indicate your satisfaction level with reference to shopping experience in Jainsons : ( ) ( ) ( ) ( ) Highly satisfied Satisfied Not Satisfied Highly dissatisfied

Delivery and Demonstration 3.1 When was the delivery committed? a. Same day 3.2 ( ) b. 1-3days ( ) c. More than 3 days ( )

Was the delivery made on time? a. Yes ( ) b. No ( ) If no mention the period of delay

3.3

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

3.4

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

3.5

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

Highly satisfied

Satisfied

Not Satisfied

Highly dissatisfied

3.6

Did you ask for demonstration? a. Yes ( ) b. No ( ) If yes, answer the following questions: a. Did the demonstrator come on time ? a. Yes a. Yes ( ( ) ) b. No b. No ( ( ) ) b. Are you satisfied with the demonstration?

Product performance, Service and Complaints handling 4.1 Are you satisfied with the performance of the product purchased from Jainsons: a. Yes ( ) If no, what is the problem you have faced after purchase? --------------------------------------------------------------------------------------4.2 Did you get an opportunity to avail after sales services of the company? a. Yes ( ) b. No ( ) If yes, answer the following questions: a. After you registered your complain how many days it took to respond to your complaint? a. Same day ( ) b.1-3days ( ) c. More than 3 days ( ) ( ) b. No

b. Did the service personnel attend the complaint to your satisfaction and answer all your queries on the first visit? a. Yes ( ) b. No ( ) c. Ok ( ) ( ) d. Bad ( ) c. How was the behaviour of the service personnel with you? a. Excellent ( ) b. Good ( ) a. Yes Outlets? a. Excellent 4.3 ( ) b. Good ( ) c. Ok ( ) d. Bad ( ) ( ) b. No d. Are you happy with the response to your complaint? e. How do you rate Jainsons in terms of service in comparison with other

Will you recommend Jainsons to your friends, colleagues and relatives? a. Yes ( ) b. No ( )

4.4

Will you again make a purchase at Jainsons ? a. Yes ( ) b. No ( ) If not, why? ---------------------------------------------------------------------------------------------------

4.5

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

10.3 BIBLIOGRAPHY

1.

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

2.

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

3. 4.

M.C Shukla, S.S.Gulshan, STATISTICS (Theory and Pratice) Donald R.Cooper Pamela S.Schindler, Business Research Methods.