CHAPTER 1

EXECUTIVE SUMMARY

HCL Infosystems, India's premier information enabling and integration company, has received
the ISO 9001:2000 certification specifies requirements for a quality management system where
an organization needs to demonstrate its ability to consistently provide product and services that
meets customer and applicable regulatory requirements. ISO 9001:2000 also aims to enhance
customer satisfaction through the effective application of the system, including processes for
continual improvement of the system and the assurance of conformity to customer and applicable
regulatory requirement.

We are happy that HCL Infosystem has been able to provide services of international standard to
customers across India. This Certification will enable us to further excel on the stiff service
targets that we have set for ourselves to achieve.
HCL Infosystem completed acquisition of FEC Singapore Pvt.Ltd.

The Company’s acquisition strategy, too, maps into building a long-term and sustainable growth
path based on the high margin, high value-add IT services sector. In fiscal 2000, the company’s
focus was on organic growth as well as acquisitions. The next step was expanding its reach
globally.For this, HCL Infosystem has set up five overseas subsidiaries in the US, the UK,
Singapore, Australia and Malaysia. The menu of HCL Infosystem global services broadly covers
IT consulting and professional services in the area of vertical applications, technology
integration, ERP implementation and software development. This also includes a complete
portfolio of systems and network services for development.
This also includes a complete portfolio of systems andnetwork services for Facilities
Management, Helpdesks, Systems Supports and network and Internet Implementation.HCL
Infosystem’s global customers include Samsung,Government of Singapore, and AMAL
insurance Jurong Port in Singapore and Malaysian’s BSN commercial bank, SIA, DBS bank,
Maybank life assurance charted semiconductors.

1
HCL Infosystem chosen platform of total technology integration lends itself to some very
significant alliances with the global leaders. Among its partner are HP for high end
AISCE/UNIX services and workstation and HP Open view network management solution; Intel
for PC and PC server building blocks; Microsoft,novell and SCO AG solutions; Red hat ;Linux;
Samsung; Pivota for CRM solution and ORACLE Sybase and Informix for RDBMS platform.
Today the company has aligned its operations into five entities that offer seamless linkages for
the customers seeking entry into the wired world through total the. ‘Integration solution and
services’.

HCL Infosystems focuses on the ever-growing segment in Imaging, Telecom and

Communication products solutions and services. Now it has an exclusive sale and support
partnership with Toshiba Corporation, Japan, for sales and servicing of its
imaging and photocopier products. HCL Infosystems product portfolio covers a range of other
office automation and communication products through alliances with world leaders.

The Managed Network Service offerings for corporate include VPNs, ASP offerings, Co
Location/ hosting, CDNs, security, corporate internet telephony solutions, technical and
consumer help desks, 24/7 Network Operations Centre
monitoring and a host of value added networking services. Consumer services include dialup
PSTN/ISDN Internet access,Valufon calling cards and VoIP telephony devices.

2
 CHAPTER 2

LITERATURE REVIEW

Doing training was really an opportunity before me when I could convert my theoretical
knowledge into practical and of real world type. Fortunately, the company I got is a true follower
of the various principles of management and also one of the leading companies in its segment of
the industry. The working environment that I was being provided was extraordinary and helped
me a lot in delivering my work properly and with full potency of mine. HCL Infosystems Ltd is
one of the renowned names in the Telecom, Software and Hardware sector of computer industry.

A customer refers to individuals or households that purchase goods and services generated
within the economy. The word historically derives from "custom," meaning "habit"; a customer
was someone who frequented a particular shop, who made it a habit to purchase goods there, and
with whom the shopkeeper had to maintain a relationship to keep his or her "custom," meaning
expected purchases in the future.

Customer needs may be defined as the goods or services a customer requires to achieve specific
goals. Different needs are of varying importance to the customer. Customer expectations are
influenced by cultural values, advertising, marketing, and other communications, both with the
supplier and with other sources.

The graph of sales of these respective product lines is the best in the industry as compared to
their competitors. I did my summer training project at HCL Infosystem Ltd., Frontline Division,
patna(Bihar),where I found all the professionals are very much committed to their work as well
as they were all professionals enough. This helped me a lot in getting a good deal of exposure.
As I had to consult the Channel partners, I felt myself, in the beginning, in a bit problem. But the
cooperation of my superiors at the work induced confidence in me to deal with my problems
whenever they came.

3
 CHAPTER 3

(3.1) COMPANY PROFILE

Born in 1976, HCL has a 3 decade rich history of inventions and innovations. In 1978, HCL
developed the first indigenous micro-computer at the same time as Apple and 3 years before
IBM's PC. During this period, India was a black box to the world and the world was a black box
to India. This micro-computer virtually gave birth to the Indian computer industry. The 80's saw
HCL developing know-how in many other technologies. HCL's in-depth knowledge of Unix led
to the development of a fine grained multi-processor Unix in 1988, three years ahead of Sun and
HP.

HCL's R&D was spun off as HCL Technologies in 1997 to mark their advent into the software
services arena. During the last eight years, HCL has strengthened its processes and applied its
know-how, developed over 28 years into multiple practices - semi-conductor, operating systems,
automobile, avionics, bio-medical engineering, wireless, telecom technologies, and many more.

Today, HCL sells more PCs in India than any other brand, runs Northern Ireland's largest BPO
operation, and manages the network for Asia's largest stock exchange network apart from
designing zero visibility landing systems to land the world's most popular airplane.

HCL Infosystems Ltd is one of the pioneers in the Indian IT market, with its origins in 1976. For
over quarter of a century, we have developed and implemented solutions for multiple market
segments, across a range of technologies in India. We have been in the forefront in introducing
new technologies and solutions.

In the early 70’s a group of young and enthusiastic and ambitious technocrats embarked upon a
venture that would make their vision of IT revolution in India a reality. Shiv nadir and five of his
colleagues got together and 1975 set up a new company MICROCOMP to start with; they started
to capitalize on their marketing skills. Micro comp marketed calculators and within a few month
of starting operation, the company was out selling its major competitors.

4
On 11th August, 1976 HINDUSTAN COMPUTERS LIMITED was incorporated as joint
venture between the entrepreneurs and UPSCE, with an initial equity of Rs.1.83 Lacs.

The highlights of the HCL are summarized below :-

1986 :The company was established on 17th April. The object of the company is manufacturing
of and leading in complete range of Mini Computers Micro processor based systems, Electronics
Instruments, Micrographic and reprographic
equipment and manufacturing and marketing of electronic EPABX systems and electronics
Teleprinters.

1989: The company entered into an agreement with Hewlett Packard of US for the sale and
leaving of the Super Mini and Mainframe computers to be manufactured by Hewlett in India.

1996: The performance was adversely affected due to rise in dollar exchange rate, tight liquidity
position in the market, political uncertainty coupled with deferment of capital expenditure by the
Government Departments.

1997: The Company commissioned its second state-of-the-art manufacturing facility at Sedarpet
near Pondicherry. The Company has the largest network of spare-stocking locations, supported
by Test and Repair Centres which reduces the
inventory level and increases the spares availability at any time. To meet critical
requirements within 4-5 hours, the company has tied-up with Indian Airlines to deliver spares in
major metro cities.

1998: The Company tied-up with Intel Corporation for Server technology,resulting in the
introduction of the Infiniti Global Line range of PC Servers which incorporate building blocks
from Intel and are integrated and tested extensively
for Indian condition.

5
1999: The Board of Directors unanimously appointed Mr. Ajay Chowdhry as Chairman and
Chief Executive Officer with effect from 5th November.

2000: HCL has launched a new range of PCs (Ultima and Elite models) under its Beanstalk
range of PC's at its Pondicherry plant. The Company entered into an agreement with US-based In
focus for distribution and technological support of the
latter's data and video projection products in the country. HCL Infosystems Ltd. has launched the
Nokia professional Centre (NPC) in Chennai as part of the expansion program to open Nokia
centers in India which will enable customers to choose the right model and accessories suiting
their life style. HCL Infinet, the Internet start-up of HCL Infosystems, and media group, Asian
Age, have set up a joint venture called Asian Age Infinet. HCL Infosystems Ltd has launched in
India the Swedish major Ericsson's Generation X Business communication too, "Next Call
Centre". HCL Infinet Ltd., the Internet services subsidiary of HCL Infosystems, has tied up with
UBS Publishers' Distributors Ltd., one of the largest distributors of books in the country, to sell
books online through its soon-to-be-launched portal. - HCL Infosystems has entered into a tie-up
with Broad Vision for providing personalized e-business applications to is clients.

2001:HCL Infosystems and Intel have jointly launched an ebusiness solutions program, targeting
new market opportunities in segments such as Internet service providers, application service
providers, banking and finance. HCL InfiNet Ld., the Internet services subsidiary of HCL
Infosystems, has launched an authenticated payment gateway for its portal, www.hclinfinet.com,
in association with Citibank to enable customers to carry out secure transactions online including
buying Internet access. HCL Infosystems is setting up a managed off-shore development centre
at its NOKIA software development facility for Stretch Systems –the Singapore-based IT
systems and technology developer.

2002: HCL Infosystem joins hands with Sun Microsystems India to provide end-to-end solutions
to business. HCL Infosystem says it is the No.1 PC Co in India in 2001.

2003: HCL Infosystem receives the project to completely automate the Value Added Services
(VAT) of Andhra Pradesh.

6
2004: HCL Infosystem forays into digital entertainment sector HCL touches one lakh milestone
in desktop sales HCL Infosystem ties up with Union Bank.

2005: HCL Launches Micro Balanced Technology Extended (BTX) Form Factor for desktops in
India on February 10, 2005.

HCL COMPRISES TWO COMPANIES LISTED IN INDIA THAT IS:

7
 FRONTLINE:-

NIRAJ PACHUI-Head

HARI BHASKAR- Vice President

8
 RAJAN RAHI- Executive Vice President

HCL ENVIRONMENT:

 At HCL, people are not just employees but family. So, like an important member of the
family should, anyone can get endless freedom to experiment, unlimited empowerment to
execute ones’ dreams and the rare opportunity to be an entrepreneur.

 HR philosophy is “beyond HR Practices and Systems”, where they are ceaselessly creating
the ‘HCL Family’, whose DNA is Pride, Passion, Performance and People, with an
inexhaustible Spirit of Entrepreneurship.

9
 Is an Entrepreneur - An organization with a large number of recruitments from
campuses all across India, creating entrepreneurs from and for HCL?

Endless growth opportunities in an open and entrepreneurial environment where team mates and
manager becomes best friends...

A company where the diversity of 360+ locations, languages and cultures blend seamlessly into a
challenging work of the HCL Culture that fosters excellence, recognizing and rewarding
performance.

MAJOR EVENTS IN THE COMPANY

 HCL Technologies Q4 revenues for 2008 were up 23% and net income was up by 42%.

 HCL Technologies Ltd was named Meritorious Performance Supplier in Sun

Microsystems' 2008 Supplier Awards program. The Supplier Awards recognize
companies that make outstanding contributions to Sun's record of delivering superior
technology, quality service and excellent value to its customers.

 It got a new CEO as Shiv Nadar, Founder HCL and Chairman, HCL Technologies,
announced that Vineet Nayar, President HCL Technologies would assume the CEO chair
with effect from October 16, 2007. Shiv Nadar will be the Chairman and Chief Strategy
Officer of HCL Technologies.

 In September, 2007, it expanded its relationship with Celestica, a global provider of

innovative electronics manufacturing services (EMS), to provide SAP deployment and
support. Under the terms of this three-year agreement, HCL will deploy and customize
Celestica’s SAP suite in a global delivery model across Asia, North America, Latin
America and Europe.

10
 In July, 2007, HCL announced a 3 year contract for the opening of an Offshore
Development Centre in Chennai with Konica Minolta Group (KM), to provide software
services for KM’s Multi Function Peripherals (MFPs), printers and medical equipment
business lines. The software services provided by HCL will support the Japanese language
in order to communicate accurately with KM’s researchers.

 In 2005, HCL Technologies acquired Answer Call Direct for Rs. 29.4 crore. The same
year, it also acquired the remaining 16.3% stake in HCL Enterprise Solutions.

COMPETITORS

The main competitors of HCL Technologies Ltd. are Wipro, Satyam, Tata Consultancy Services,
Infosys, Cognizant Technology Solutions, Accenture and EDS.

The Indian IT services market remains a very competitive space. The Company is facing
competition not only from other large Indian IT vendors but also from global vendors who are
increasing their India presence given the popularity of the Indian offshore model. To maintain its
competitive edge in this landscape, the Company has been making significant investment in
software engineering processes and offshore methodologies. All of the Company’s software
development centres are ISO 9001 certified. Most of the Company’s centers have also obtained
Capability Maturity Model (CMM) Level 4 or Level 5 accreditation. The Company has also built
a world class sales and marketing infrastructure to service its global clientele. To achieve
maximum penetration within the various target markets with a high degree of sensitivity to the
culture and needs of the local market, the Company has established locally incorporated
companies in several countries, which are also managed by locally recruited professionals. It also
maintains constant touch with various specialist analyst firms worldwide through participation in
IT conferences and industry specific events attended by CIO’s of major corporations. It believes
that its rigorous, research oriented approach to identify, qualify and develop relationships has
been a key differentiator in the market place.

11
 (3.2) COMPANY STRATEGY

 The Company has been growing on the back of a strategy which leverages both the organic
as well as the inorganic route and has undertaken a series of acquisitions in the previous
four fiscal periods. It naturally faces a risk with respect to its merger and acquisition related
transactions. The risk exposures in this area are
 Increase in cost on account of staffing/advisory fees to consultants
a) Lapses in due diligence
b) Difficulties in integration of acquired entities within the operational fabric
It follows a very structured approach in pursuance of its M & A strategy. Many of the risks
are mitigated by restricting the choice of target companies by applying certain rigorous
selection criteria as also by proper resourcing of the integration effort.

 The company had launched an innovative “employee first” campaign last year along with
several other initiatives aimed at making it an employer of choice. In addition, it continues
its focus on in-house training and development plans to ensure that its global talent pool is
kept abreast of the latest developments in information technology and constantly upgraded
with other soft skills and leadership training.
 The company actively books foreign exchange forward covers to hedge completely against
foreign currency fluctuations related to its billed receivables and anticipated realizations
from projected revenues. It does not speculate in foreign currency.
 The Company does not depend on any specific technology and has competencies in a wide
variety of software operating environments. This ensures that it diversifies its technology-
related risks as also offer the customers the choice of any technology or platform they are
comfortable with.
 HCL wants to compete on added value and, unlike other traditional Indian IT companies,
not on price. The company positions itself directly in competition with big IT giants such
as IBM and Accenture, as it is also strongly focused on infrastructure management.

12
 The verticalization strategy that HCL launched in 2002 confirms its willingness to improve
its customer-centric approach. HCL in Europe targets five sectors (financial services, retail
and utility, telecom and media, high tech and manufacturing, and life sciences), which are
further segmented in a number of micro-verticals.
 The company has not yet achieved a mature marketing strategy and is therefore working to
improve its efforts in the short term.

VISION AND MISSION OF HCL INFOSYSTEMS LTD.

VISION STATEMENT
"Together we create the enterprises of tomorrow".

MISSION STATEMENT
"To provide world-class information technology solutions and services to enable our customers
to serve their customers
better".

QUALITY POLICY STATEMENT

“We will deliver defect-free products, services and solutions to meet the requirements of our
external and internal customers the first time, every time.”

13
 (3.3) ORGANISATION PROFILE

BOARD OF DIRECTORS:

The Board of Directors has an optimal combination of executive, non-executive and independent
directors. The Board is headed by an executive Chairman.The composition and category of
Directors is as per the table given below.

Name Designation Category

Ajay Chowdhry Chairman & Chief Promoter and Executive

Executive Officer Director

J.V. Ramamurthy Head of Operations Executive Director

T. S. Purushothaman Director Non-executive Director

Ravi Thumboochetty Whole-time Director Executive Director

R.P. Khosla Director Independent,non-executive

Director

S. Bhattacharya Director Independent,non-executive

Director

D. S. Puri Director Promoter and non-executive

Director

E.A. Kshirsagar Director Independent, non-executive

Anita Ramachandran Director Independent, non-executive

14
 AWARDS AND RECOGNITIONS:

 HCL was ranked among the top Media & Telecommunications.

 HCL received three Channels Choice 2007 awards
 Sales Support & Commercial Terms from DQ Channels, based on an IDC channel
satisfaction survey
 HCL Infosystems was presented with the Marketing Management (IMM) in recognition
 HCL won the Amity Corporate Excellence Award
 India’s Most Preferred Personal Computer Brand by CNBC AWAAZ Consumer Award
2008.
 The Most Responsive Company Avaya Global Connect
 Fast 500 Asia Pacific 2008 program by Deloitte Technology, for Relationship
Management, after in the Computer hardware category.
 'Top Organization - 2008' of its innovation in marketing management.
 2008’-IT Hardware Category by the Economic Times.

15
 (3.4) PRODUCT PROFILE

DESKTOP CONFIGURATION

Code :- AZ1121 Code :- AZ1123

Intel Pentium Dual Core Intel Core 2 Duo Processor

(Processor 2.5GHz), (Processor 2.8GHz),

2 GB DDR2 RAM, 3 GB DDR2 RAM,

320 SATA Hard Disk, 320 SATA Hard Disk,

Card Reader Slotte, Card Reader Slotte,

Multimedia keyboard, Multimedia keyboard,

Optical Scroll Mouse, Optical Scroll Mouse,

6USB, Serial parralet Audio-In-Audio out, 6USB, Serial parralet Audio-In-Audio out,

Dual Level DVD Writer, Dual Level DVD Writer,

320 Watt Speaker, 320 Watt Speaker

18.5’’ TFT Monitor, 18.5’’ TFT Monitor,

EC2 Technology For Data Recovery, EC2 Technology For Data Recovery,

With One Year Warranty. With One Year Warranty.

Price :- Rs.25,990 Price :- Rs.30,490

16
HCL Leaptop T39 HCL Leaptop Z-3925

Price: Rs.41990 Price: Rs.57340

Code: AX0T3904 Code: AXZ3919 + GC944

Intel® Core™2 Duo Processor P7350 Intel Core 2 Duo Processor T6400

Ubuntu 8.10 Ubuntu Linux

4 GB DDR2 RAM 8GB DDR2 RAM (2xslots)

320 GB Hard Disk Drive 500 GB SATA Hard Disk Drive SATA

DVD Super Multi Drive Integrated Bluetooth & Web Camera 2 MP

with Internal Mic
Integrated 2.0 M Video Camera with Dual
Internal MIC DVD Super Multi Drive

10000 Gaming Hours With All Features

EC2 Technology For Data Recovery EC2 Technology For Data Recovery

FREE HCL SONIC EAR-GEAR FREE HCL SONIC EAR-GEAR

17
 FACTORS THAT DIFFERENTIATE HCL COMPUTERS FROM
THE COMPETITORS

Low price: - Middle class forms the major chunk of HCL customer base. Since the prices are
low, middle class people flock to HCL computers instead of running after the competitors
products.

Ambience Temperature: - Since HCL happens to be an Indian company, manufactures its

products suiting the hot Indian climate. The motherboard circuit is designed in such a way that it
does not get heated up much. Therefore battery longevity is more than that of competitors.

Perfect view technology: - HCL uses PVT that is 330 of visibility from both the sides.

Intelligence Tool Kit:-HCL offers an Intelligence Tool Kit with all its Desktops containing
encyclopedia which is very helpful for students.

Companion DVD: - HCL offers Laptops companion DVD containing names, addresses and
contact nos. of all the prominent hotels at various places and also the time table of Indian
Railways with all HCL Laptops which comes very handy while travelling.

Microfiber LCD protector:-It protects the HCL TFT from scratches.

After sale support:-HCL's after sales support is far better than that of the competitors.HCL has
an exclusive support centre known as HCL TOUCH spread across four thousand centers in the
country. There are toll free numbers and E-mail ID through which customers can contact HCL
TOUCH. The customers queries are resolved by the experienced engineers working for HCL
TOUCH. HCL TOUCH serves the customers 24*7.There are different service centers as well
where the customers can go for trouble shooting and get their systems rectified within 24 hours.

HCL offers wide range of services and these services help and minimize the problem of
customers.

18
These services are….

• Send us an E-mail
• 24 Hours provide call centre
• SMS
• Download
• Register your complain
• HCL provides 500 + service centers located country wide where customers can get easily
HCL product services.

EC2:-HCL has come up with a very useful technology known as EC2. It is embedded continuity
control.EC2 is a software which is not only used for data recovery but software recovery as
well.EC2 is basically a software which recovers data or software corrupted due to any software
related problems. This software can be installed only in HCL computers.

Eco-friendly:-Eco friendly means materials, and products of the articles which don’t pollute and
harm our environment. Our present refrigerators and air conditioners use Freon gas for cooling.
This gas leaks into air and causes damage to the ozone layer protecting the earth.Simlarly; cars
which use petrol and diesel leave smoke which are dangerous for human health. If we use
ammonia for cooling it is better and ecofriendly.Similarly battery operated cars are eco friendly
because they don’t leave any pollution behind. All durables which use plastics are not
ecofriendly, because they are not bio degradable i.e., they don’t break down by bacteria and
remain forever as junk. We have many numbers of examples that are polluting our planet
earth. Mostly the so called civilized people use those more and polluting our planet. Eco friendly
means materials, and products of the articles which don’t pollute and harm our environment.

CHAPTER 4

(4.1) OBJECTIVE OF THE STUDY

19
PRIMARY OBJECTIVE

The primary objective is “To study the Buying Behaviour Of Customers With Special
Reference To HCL Products” in Patna district.

SECONDARY OBJECTIVE

To study about the Customer preference and satisfaction level with the products.

1. To study about the factors that affects the satisfaction of the customer.

2. To know the opinion of customers about the performance of the Products.

3. To know about the perception of customers about Quality, Price, Brand Image, and how
it is affecting the customer satisfaction level. And how does service matters after sales for
next purchase.

4. To identify the opinion of the respondents and their feelings towards the value of the
products when compare to other brands.

5. To study the factors which are considered as important by the customers for feeling
satisfied.

20
 (4.2) SCOPE OF STUDY

1. This research was conducted with an aim to help the company to increase its Sales.

2. This study will help to understand the buying behavior of customers towards HCL
products.

3. It also helps the company to know the effectiveness of various channels of distribution
and also the promotion activities which can be carried out in order to increase the sales of
the company. It will also help the company to understand its market share among its
competitors.

4. It helps the organisation to understand the customer psychology on choosing the product
or service so that easily the product can be positioned.

5. It also helps to assess the real opinion and mindset of customers and aids to meet out their
expectation in future in turn that will increases the volume of sales.

(4.3) LIMITATIONS OF THE STUDY

 The study is subjected to respondent’s bias.

 The respondents were reluctant to give information.

21
  The survey was conducted with the geographical limits of Patna and as such the finding
cannot be generalized for entire respondents.

 The duration of the study was not sufficient.

 The size of the samples is small, hence it is not sure that the finding from the sample will
hold good for the whole population also.

 There was delay in getting the questionnaire filling up from the respondent

CHAPTER 5

(5.1) RESEARCH METHODOLOGY

A research design is purely and simply the frame work or plan for a study that Guide the
collection and analysis of the date. It provides a scientific frame work for conducting some
research investigation. In this research study descriptive Research design had been followed
whether in is typically concerned with Determining frequency with which something occurs or
how to various vary together. This study is typically by an initial hypothesis.

(5.2) RESEARCH DESIGN

In this research study about the computer system a detailed descriptive research design was
followed in order to evaluate the performance of Hcl laptops and desktops among customers
sector.

(5.3) IMPORTANCE OF DESCRIPTIVE RESEARCH

1. To describe the characteristic of certain groups examples user of a product with different age,
education etc.,

2. To estimate the proportion of people in a specified population who behave in a certain

way.Example: to point out purchasing Hcl computers by the user.

3. To determine whether certain various are associated.

Example: education level of computer users, etc.

22
For analyzing the collecting data an in depth statically research design was framed and various
statistical tools and techniques were also used for the same purpose.

(5.4) DATA COLLECTION METHOD

Primary data: required for this research study was collected by conducting a market research
study where in various customers were given questionnaire and the required data was thus
collected.The different type of questionnaire and the required data was thus collected.The
different types of questions asked in the questionnaire are

• Open ended questions,

• Closed ended questions,

• Ranking questions,

• Rating questions.

Secondary data: need for conducting this research work was collected from various business
magazines, company’s brochures, statistical & management books, market research book etc.,
which are presented in the literature review in detail.

(5.5) SAMPLE DESIGN

A) Population: all customers who want to purchase a laptop or desktop in Patna

B) Sample frame: all customers who want to purchase a laptop or desktop in Laptops (a
retail shop) in Patna

23
 C) Sample size: 350

Before the original questionnaires were drafted, preliminary questionnaires were framed and
a pilot survey was conducted with a sample of 10 customers in order to determine the sample
size.

D) Sampling method: A questionnaire was given to the customers who came to purchase a
laptop/desktop in different retail shop in Patna.

CHAPTER 6

DATA ANALYSIS & INTERPRETATION

TABLE NO: 1 AGE GROUP OF RESPONDENTS

AGE NO. OF RESPONDENT PERCENTAGE

BELOW-25 172 49.14
26-30 109 31.14
31-40 48 13.72
ABOVE 40 21 6
INFERENCE:

From the above table, it is revealed that

 49.14 % of the respondents are between the age group of below-25 years.

 31.14 % of the respondents are between the age group of 26-30 years.

 13.72 % of the respondents are between the age group of 31-40 years.

 6 % of the respondents are between the age group of above 40 years.

GRAPH NO: 1 AGE GROUP OF RESPONDENTS

24
 TABLE NO:2 GENDER

RESPONSE NO. OF RESPONDENTS PERCENTAGE

MALE 292 83.43
FEMALE 58 16.57

INFERENCE:

From the above table, it is revealed that

 83.43 % of respondents are male.

 16.57 % of respondents are female.

GRAPH NO:2 GENDER

25
 TABLE NO:3 MARITAL STATUS

RESPONSE NO. OF RESPONDENTS PERCENTAGE

SINGLE 265 75.71
MARRIED 85 24.29

INFERENCE:

From the above table, it is revealed that

 75.71 % of respondents are unmarried.

 24.29 % of respondents are married.

GRAPH NO:3 MARITAL STATUS

26
 TABLE NO.4: EDUCATION LEVELS OF RESPONDENTS

EDUCATION LEVEL NO.OF RESPONDENT PERCENTAGE

BELOW SSLC 26 7.43
PLUS 2 56 16
U.G 123 35.14
P.G 145 41.43

INFERENCE:

From the above table, it is revealed that

 7.43 % of the respondent’s education level is below SSLC.

 16 % of the respondent’s education level is PLUS 2.

 35.14 % of the respondent’s education level is U.G.

 41.43 % of the respondent’s education level is P.G.

GRAPH NO.4: EDUCATION LEVELS OF RESPONDENTS

27
 TABLE NO: 5 OCCUPATION LEVELS OF RESPONDENTS

OCCUPATION NO. OF RESPONDENTS PERCENTAGE

BUSINESS 47 13.43
PROFESSIONAL 28 8
STUDENT 199 56.86
EMPLOYEE 76 21.71

INFERENCE:

From the above table, it is revealed that

 13.43 % of the respondent’s are business men.

 8 % of the respondent’s are professional.

 56.86 % of the respondents are student.

 21.71 % of the respondent’s are employee.

GRAPH NO: 5 OCCUPATION LEVELS OF RESPONDENTS

28
 TABLE NO: 6 MONTHLY INCOME LEVELS OF RESONDENTS

MONTHLY INCOME NO.OF RESPONDENTS PERCENTAGE

BELOW Rs.5000 16 10.67
Rs.5000-10000 24 16
Rs.10000-15000 48 32
ABOVE 20000 62 41.33

INFERENCE:

From the above table, it is revealed that

 Since 50 % of the respondent’s are student’s, hence their monthly income is 0 %.

 10.67 % of the respondents have monthly income below Rs.5000.

 16 % of the respondents have monthly income between Rs.5000-Rs.10000.

 32 % of the respondents have monthly income between Rs.10000-Rs.15000.

 41.33 % of the respondents have monthly income above Rs.20000.

GRAPH NO: 6 MONTHLY INCOME LEVELS OF RESONDENTS

29
 TABLE NO:7 RESPONSES FOR POSSESSION OF COMPUTER

RESPONSE NO.OF RESPONDENTS PERCENTAGE

YES 223 63.71
NO 127 36.29

INFERENCE:

From the above table, it is revealed

 63.71 % of the respondent’s responses for possession of computer as “yes”.

 36.29 % of the respondent’s responses for possession of computer as ‘no”.

GRAPH NO:7 POSESSION OF COMPUTER

30
 TABLE NO: 8 INTERESTED IN PURCHASING A COMPUTER

TYPE NO.OF RESPONDENTS PERCENTAGE

LAPTOP 210 60
DESKTOP 98 28
ANYTHING 42 12

INFERENCE:

From the above table, it is revealed that

 60 % of the respondent’s are interested in purchasing laptop.

 28 % of the respondent’s are interested in purchasing desktop.

 12 % of the respondent’s are interested in purchasing either desktop or laptop.

GRAPH NO: 8 INTERESTED IN PURCHASING A COMPUTER

31
 TABLE NO: 9 USE OF COMPUTER IN A WEEK

RESPONSE NO.OF PERCENTAGE

RESPONDENTS
10 HRS/WEEK 55 15.71
11-20 HRS/WEEK 127 36.29
21-25 HRS/WEEK 77 22
MORE THAN 25 HRS/WEEK 65 18.57
DON’T KNOW 26 7.43
INFERENCE:

From the above table, it is revealed that

 15.71 % of the respondent’s uses computer 10 hours in a week.

 36.29 % of the respondent’s uses computer 11-20 hours in a week.

 22 % of the respondent’s uses computer 21-25 hours in a week.

 18.57 % of the respondent’s uses computer more than 25 hours in a week.

 7.43 % of the respondent’s don’t know how much they uses computer in a week.
32
 GRAPH NO: 9 USE OF COMPUTER IN A WEEK

TABLE NO. 10 TIME DURATION FOR PURCHASING COMPUTER

DURATION NO. OF RESPONDENTS PERCENTAGE

INSTANTLY 51 14.57
NEXT WEEK 128 36.57
WITHIN A MONTH 123 35.14
IN NEXT 6 MONTHS 48 13.71

INFERENCE:

From the above table, it is revealed that

 14.57 % of the respondent’s instantly purchase the computer.

 36.57 % of the respondent’s wants to purchase the computer in next week.

 35.14 % of the respondent’s wants to purchase the computer within a month.

 13.71 % of the respondent’s wants to purchase the computer in next six months.

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 GRAPH NO. 10 TIME DURATION FOR PURCHASING COMPUTER

TABLE NO. 11 RATING OF HCL IN PC VENDORS IN TERMS OF QUALITY,

RELIABILITY, etc.

RESPONSE NO.OF RESPONDENTS PERCENTAGE

GOOD 180 51.43
VERY GOOD 134 38.29
NEUTRAL 31 8.86
BAD 4 1.14
WORSE 1 0.29
INFERENCE:

From the above table, it is revealed that

 51.43 % of the respondent’s rated HCL in terms of quality, reliability, etc as good.

 38.29 % of the respondent’s rated HCL in terms of quality, reliability, etc as very good.

 8.86 % of the respondent’s rated HCL in terms of quality, reliability, etc as neutral.

 1.14 % of the respondent’s rated HCL in terms of quality, reliability, etc as bad.

 0.29 % of the respondent’s rated HCL in terms of quality, reliability, etc as worse.
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 GRAPH NO. 11 RATING OF HCL IN PC VENDORS

TABLE NO:12 PREFERRED ATTRIBUTES OF PAYMENT FOR NEW PC

MODE OF PAYMENT NO. OF RESPONDENTS PERCENTAGE

CASH 197 56.29
PERSONAL LOAN 26 7.43
INSTALLEMENTS 127 36.29

INFERENCE:

From the above table, it is revealed that

 56.29 % of the respondent’s wants to purchase their computer by cash.

 7.43 % of the respondent’s wants to purchase their computer by personal loan.

 36.29 % of the respondent’s wants to purchase their computer through installments.

35
 GRAPH NO:12 PREFERRED ATTRIBUTES OF PAYMENT FOR NEW PC

TABLE NO: 13 MAJOR CONSIDERATIONS WHILE PURCHASING A COMPUTER

CONSIDERATIONS NO. OF RESPONDENTS PERCENTAGE

CONFIGURATION 48 13.71
LOOKS 32 9.14
PRICE 68 19.43
ALL 178 50.86
WHATEVER SALES 24 6.86
PERSON OFFER
INFERENCE:

From the above table, it is revealed that

 13.71 % of the respondent’s wants good configuration while purchasing the computer.

 9.14 % of the respondent’s wants good look while purchasing the computer.

 19.43 % of the respondent’s wants good price while purchasing the computer.

 50.86 % of the respondent’s wants good configuration, look as well as price while
purchasing the computer.

36
  6.86 % of the respondent’s wants whatever sales person while purchasing the computer.

GRAPH NO: 13 MAJOR CONSIDERATIONS WHILE PURCHASING A COMPUTER

TABLE NO : 14 AFTER SALES SERVICES,AFFECT THE PURCHASE DECISION

RESPONSE NO. OF RESPONDENTS PERCENTAGE

STRONGLY AGREE 64 18.29
AGREE 237 67.71
NEUTRAL 40 11.43
DISAGREE 9 2.57
STRONGLY 0 0
DISAGREE

INFERENCE:

From the above table, it is revealed that

 18.29 % of the respondent’s are strongly agree that after sales service affect the purchase
decision.

 67.71 % of the respondent’s are agree that after sales service affect the purchase decision.

37
  11.43 % of the respondent’s are neutral that after sales service affect the purchase
decision.

 2.57 % of the respondent’s are disagree that after sales service affect the purchase
decision.

 0 % of the respondent’s are strongly disagree that after sales service affect the purchase
decision.

GRAPH NO: 14 AFTER SALES SERVICES,AFFECT THE PURCHASE DECISION

38
 TABLE NO:15 INFLUENCERS OF PARTICULAR BRAND OF COMPUTER

INFLUENCERS NO. OF RESPONDENTS PERCENTAGE

FRIENDS/RELATIVES 149 42.58
NEWS PAPER ADVERTISEMENTS 55 15.71
T.V. ADVERTISEMENTS 51 14.57
INTERNET 95 27.14

INFERENCE:

From the above table, it is revealed that

 42.58 % of the respondent’s influencers of particular brand of computer through

friends/relatives.

 15.71 % of the respondent’s influencers of particular brand of computer through news

paper advertisement.

 14.57 % of the respondent’s influencers of particular brand of computer through T.V

advertisements.

 27.14 % of the respondent’s influencers of particular brand of computer through internet.

GRAPH NO:15 INFLUENCERS OF PARTICULAR BRAND OF COMPUTER

39
 (6.1 )ONE- WAY ANALYSIS OF VARIANCE

PREFERRED ATTRIBUTES WHILE PURCHASING A COMPUTER

ATTRIBUTES RANKS TOTAL

R1 R2 R3 R4 R5
CONFIGURATION 90 77 66 60 57 350
LOOKS 46 50 97 80 77 350
PRICE 82 93 70 65 40 350
WORD OF MOUTH 47 58 63 74 108 350

BRAND 83 94 78 55 40 350
TOTAL 348 372 374 334 322 1750

HO:

There is no significant difference in giving the rank.

40
H1 :

There is significant difference in giving the rank.

Let R1,R2,R3,R4 and R5 be X1,X2,X3,X4 and X5.

X1 X2 X3 X4 X5

90 77 66 60 57
46 50 97 80 77
82 93 70 65 40
47 58 63 74 108
83 94 78 55 40
∑X1=348 ∑X2=372 ∑X3=374 ∑X4=334 ∑X5=322

CALCULATION OF MEAN

X1 = 348/5 = 69.6

X2(mean) = 372/5 = 74.4

X3(mean) = 374/5 = 74.8

X4(mean) = 334/5 = 66.8

X5(mean) = 322/5 = 64.5

Grand Mean = 70

Variance between ranks = 420.8

Variance within ranks = 5505.2

ANALYSIS OF VARIANCE TABLE (ANNOVA TABLE)

Source of Sum of squares D.F (c) Mean square

variance (a) (b)
(variance)

41
 D = b/c
Between ranks 420.8 5-1 = 4 420.8/4 = 105.2
Within ranks 5505.2 25- 5 = 20 5505.2/20 =275.26

Ratio – F

F = 275.26/105.2 = 2.617

Hence calculated value (cv) = 2.617

Table value at 5 % level with df. (4, 20) is 2.866.

Since, calculated value is less than table value so accept Ho (null hypothesis). Hence there is
no significance difference in giving the ranks.

42
 CHAPTER 7

(7.1) SUMMARY OF FINDINGS

 Most of the respondents (49.14%) are between the age group of below-25 years and only
6 % of the respondents are between the age group of above 40 years.

 Most of the respondents(83.43 %) are male.

 Most of the respondents(75.71 %) are unmarried.

 Most of the respondents(41.43 %) education level is P.G and only 7.43% of the
respondets education level is Plus 2.

 Most of the respondents (56.86%) are student.

 Most of the respondents (60%) want to purchase laptops.

 Most of the respondents (36.29%) use computer 11-20 hours in a week.

 Most of the respondents (36.57%) want to purchase their system within a week.

 Most of the respondents (51.43%) have rated HCL as a good brand, while a single
respondent has rated as a worse brand.

 Most of the respondents (56.29%) wants to purchase their system by cash and 36.29 %
of the respondents want to purchase their system by payment in installment.

 Most of the respondents (50.86%) wants good configuration, look as well as low price
while purchasing their system.

43
 Most of the respondents (67.71%) are agree with the statement that after sales services
affect their purchasing decision.

 Most of the respondents (42.58%) are influenced to purchase their system by their
friends/relatives.

(7.2 ) SUGGESTIONS & RECCOMENDATIONS

 Promotional activities are very less therefore they should invest a considerable amount in
advertisement and as a result their brand awareness will be created or will increases
 HCL is an Indian company and they should design their product according to the
customer’s requirements of India .i.e. reliability should be considered as major attribute
as we Indian like the things that last long.
 Most of their products of HCL are standard product whereas now the age of customize
product is coming, its competitors are trying to provide customized products.
 HCL should make strategic alliance with several financial organizations that can provide
installment facilities to the customer as it can be seen from the results of survey those
customers are generally interested buying PC on installment.
 ISD (In Store Demonstrator) provided by HCL must be given some type of sales based
incentives and also training so that he can be motivated for more selling.
 HCL should create some factors that the industry never offers such as free training about
using the product, as most of customers don’t know how to use the computer this will
definitely creates a brand differentiation or customers can be given subsidies admission in
HCL CDC.
 HCL should try to raise at least some attributes of PCs that can be projected as best buy.
For e.g. sound or graphic or any other part of the visible system.
 HCL can come up some new exiting brand name that should sound technical or jazz. This
type of brand name will enable HCL to stand in front of Sony VIAO or DELL’s XPS.
 HCL should add a good tag line to its name that can make the association of customer to
the company.
44
 (7.3) SWOT ANALYSIS:

STRENGTH

BEST VALUE FOR MONEY OFFERING.

WEAKNESS
PAN INDIASUPPORT AND SERVICE
INFRASTRUCTURE. IT DEPEND ON THE
MARKET.
LONG STANDING RELATIONSHIPS WITH
CUSTOMERS.
THERE IS NO EMI
SCHEME

OPPORTUNITIES
HCL TOWERS-HOUSES FOR OUR THREATS
EMPLOYEES.

HCL’S SALES AND MARKETING COMPITETORS ARE THE

TRAINING PROGRAM. THREATS OF THE HCL
HCL’s JOB ORIENTED TRAINING.
COMPANY.

PROGRAM IN IT INFRASTRUCTURE LIKE COMPAQ

TCHNOLOGIES. SONY,DELL,LENOVO ETC.

STRENGTH:

45
 HCL sets new benchmark for Laptop service & support 24x7 Round the clock anytime,
anywhere service
 Lifetime telephonic support to Laptop customers Universal Support no.- 1860 1800 425
 Network reaches out to 31 towns across the state
 Support in 11 regional languages across India
 Response and repair within 24 hours
 SMS & Email based support facility.
 Repair Factory for specialized component level repair in India.
 Largest Direct IT Support Infrastructure of the country.
 HCL’s Managed Services helps to outsource the maintenance, upgrades, ongoing user
training and end-user support of one’s business system and underlying infrastructure. .

 Ability to understand customer's business and offer right technology.

 Long standing relationship with customers.

WEAKNESS:

 Now the HCL product depends on the market.

 There is no EMI scheme.

OPPORTUNITES:

 HCL Info systems announces launch of ‘HCL TOUCH’ its 24X7 round the clock, service
& support for its Laptop customers in Madhya Pradesh.

 HCL Info systems announces a tie-up with Korean major Nautilus Hyosung, to provide
complete ATM solutions for Indian banks across the country.

 HCL Towers - Houses for the employees.

 HCL’s Sales & Marketing Training Program

 HCL’s Job Oriented Training Program in IT Infrastructure Technologies

46
 THREATS:

 Competitors are the threats of HCL company like ACER, DELL,COMPAQ,LENOVO.

(7.4) CONCLUSION

Marketing is a very crucial activity in every business organization. Every product produced
within an industry has to be marketed otherwise it will remain as unsold stock, which will be of
no value. I have realized this fact after completion of my summer training project. Despite of
various difficulties and limitations faced during my summer training project on the topic “ A
STUDY ON BUYING BEHAVIOUR OF HCL PRODUCTS” . I have tried my level best to
find out the most relevant information for the organization to complete the assignment that was
given to me. After completion of my summer training project I have gained several experiences
in the field or sales marketing. I have got the opportunity to meet various people, which fluctuate
in different situation and time. This summer training project has given me the opportunity to
have first experience in the corporate world.

From the project that I had undergone during my Summer Internship program I can conclude that
to succeed in the business we must not only depend on 4p’s that is Product, Price, Place and
Promotion but also develop a way to differentiate we must try to develop a new value curve and
if this is achieved the whole exercise to differentiate will give its fruit in term of higher sales.

From the techno giant HCL it can be concluded that other way to succeed in the business is to
make the distribution channel very very efficient that each individuals unit can push the product
in the market and ultimately results in a higher sale..HCL is also trying to gain the in-depth
47
insight of retailing for the promotion of its DIGILIFE stores this step of HCL will reduce its
dependency on individual retailers and will also increase its bargaining power over its
distribution channel. But this can create a channel conflict resulting the faith of retailers will go
down as they can see HCL itself as threat against them. A better margin will provide a boost to
retailers for selling the product of HCL as much as they can. The major drawback in HCL’s
marketing plan is that do nothing to aware their customer about their products .HCL’s current
position is at number 2 but if they don’t take any action soon they will be shifted to lower ranks
and history proves this, when BSNL was the largest they didn’t thought to accommodate with the
changing business environment and they lost their number one position within a short span of
time and they are now not within the top three

(7.5) BIBLIOGRAPHY

 Book reference :- Philip kotler.

 Websites:-
www.hcl.in
www.google.com
www.hclinfosystems.in
www.scribd.com
 Magazines/Journals/Newspapers
Business today
The times of india
The financial express

48
 QUESTIONNAIRE

Dear Respondent,

We are conducting a survey. This survey would help us in serving you better. Please fill
the questionnaire with due care and attentiveness and to the best of your knowledge to help us
gauge your likes and dislikes. The questionnaire has instructions to facilitate you while filling up
the questionnaire. Please feel free to ask though, wherever necessary.

1. Name : ................................................................................................

2. Add. : …………………………………………………………………….

3. Contact No. : ………………………………………………………………

4. Email id (if any): …………………………………………..

5. Age : (a) below 25 (b) 26 – 30 (c) 31 – 40 (d) above 40

6. Gender : (a) Male (b) Female

7. Marital status : (a) Single (b) Married

8. Education level: (a) below SSLC (b) PLUS 2 (c) U.G. (d) P.G.

9. Occupation: (a) Business (b) Professional (c) Student (d) Employee

49
10. Monthly income: (a) Below Rs. 5,000 (b) Rs. 5,000 – 10,000 (c) Rs. 10,000 – 15,000 (d) Above

20,000

11.How much you know about computer? Rate yourself on the given scale, if you think you are
expert give yourself (5) and if you think you don’t know anything give yourself (1).

Expert (5) .............................................................................................................. Know

Nothing (1)

12. Possession of computer, earlier: (a) yes (b) No

13. Are you interested in purchasing a computer? If yes, then you will be buy:

(a) Laptop (b) Desktop (c) Anything

14. How many hours you use computer in a week :

(a) 10 hrs/week (b) 11-20 hrs/week (c) 21-25 hrs/week (d) more than 25 hrs/week (e)
don’t know

15. If you don’t have computer or, if you are planning to buy a next computer by when you are going
to buy :

(a) Instantly (b) next week (c) within a month (d) in next 6 months

16.Internet is used for (Give ranking) :

(a) Online Chatting [ ] (b) sending and receiving mails [ ] (c) surfing sport, job and
informative sites [ ]

17. How you can rate HCL in PC vendors as Lenovo, Acer, Compaq in terms of quality of product,
reliability of product etc.:

(a) Very good (b) good (c) neutral (d) bad (e) worse

18. How you prefer to pay for your new PC, by:

(a) Cash (b) Personal Loan (c) Installments (d) Others

19.Major considerations while purchasing a computer is (Give ranking):

(a) Configuration [ ] (b) Looks [ ] (c) Price [ ] (d) Word of mouth [ ] (e) Brand [ ]

20. After sales services, affect your purchase decision:

50
 (a) Strongly agree (b) agree (c) neutral (d) disagree (e) strongly disagree

21. Influencers of a particular brand (if any) of computer:

(a) Friends/Relatives (b) News paper advertisements (c) T.V. advertising (d) Internet

22. Preferred attributes for selecting the retailer (Give ranking):

(a) Immediate delivery [ ] (b) Price-discount [ ] (c) Free gifts [ ] (d) Dealers goodwill [ ]

(e) After sales service [ ]

23. Comment on the role of computer in home

.............................................................................................................................................................
...................
………………………………………………………………………………………………………
………………………………………………………………………………………………………
…………………………………

Thank you for your support. This information will be kept confidential and will be used only for

research purpose.

Date Signature

………………………… ……………………………………

51