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ACKNOWLEDGEMENT
I would like to thank all the respondents who have taken out their precious time to fill up
the questionnaire.
I am immensely thankful to my parents and friend for their unconditional love and
support.
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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS
PREFACE
There are always two sides of knowledge, practical as well as theoretical. Practical is the
path through which one can reach his destination. But it is essential to have clear ideas to
reach that destination and that is what theoretical knowledge means. In short, theoretical
Experience makes man perfect. By facing practical situation, one can get new ideas.
Theoretical studies are something, which came by practically. Management student can
make use of whatever he or she gets from his or her Academic background. Since, the
The project enables the students to know more about the application of
theoretical knowledge. The current situation of the market is made known
to the students when they undertake the project. The project gives better
insides into the application part of the theory. The companies in an
industry and their operations can be better known by the students when
they analyze the data.
With a view to expand the boundaries of thinking, I have done project to study customer
satisfaction towards Philips Lighting. I have analyzed the industry very deeply
and carefully. I have made a deliberate to collect the required information and fulfill
training objective.
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TABLE OF CONTENT
Executive Summary
Research Methodology
2 Industry Profile
Introduction
LED Market
Major Players
3 Company Profile
Introduction
Vision
Mission
Values
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Product Profile
4 Literature Review
6 Findings
7 Suggestions
8 Bibliography
9 Annexure
EXECUTIVE SUMMARY
The modern world is an electrified world. It might be argued that any of a number of
electrical appliances deserves a place on a list of the millennium's most significant
inventions. The light bulb, in particular, profoundly changed human existence by
illuminating the night and making it hospitable to a wide range of human activity. The
electric light, one of the everyday conveniences that most affects our lives, was invented
in 1879 simultaneously by Thomas Alva Edison in the United States and Sir Joseph
Wilson Swan in England.
With an ever increasing demand for smart, efficient and sustainable lighting options, the
Lighting industry has seen a steady growth of 13 to 15% every year. Reports suggest that
India’s Energy demands are on a rise, therefore comes the need of increase in production,
which must go hand in hand with a cut in emission levels.
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Being the second most populous country and fifth major electricity consumer, India
has been witnessing widening electricity demand-supply gap. Consequently, usage of
energy efficient products such as LED lighting products is expected to grow in the
coming years. Moreover, rising government support and introduction of innovative
LED lighting products by manufacturers has resulted in reduction in prices of these
products, thereby offering consumers with more options to choose from, according to
their needs and preferences.
The industry as a whole faced a tough time specifically in project sales. At the same time,
the consumer category still witnessed a reasonable growth, with CFLs continuing to be
the growth driver. The advent of reliable LED products will play a significant role in the
industry growth in coming years, as major players in the industry are already offering
very good value propositions in the market, making this segment very vibrant and
dynamic.
This project is about customer satisfaction towards Philips Lighting. First chapter starts
with design of the study, second chapter is industry profile, major player, market size etc.
Third chapter is about company profile, its vision, mission, products etc. Fourth chapter
is literature review and 5th chapter is about the survey done of 125 employees. Servey of
150 clients were taken to find out their satisfaction for th
CHAPTER – 1
DESIGN OF THE STUDY
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Electrical lighting business is characterized by low margins and stiff competition. Many
of the organized sector manufacturers have launched specialized products to increase
profitability. The domestic players have been facing intense competition from cheap
imported Chinese products post removal of import restrictions.
Entry barriers in the electronics industry are not very high. Opening up of the economy
has attracted a host of global majors, who have launched the latest technology products.
One of the most important characteristics of the Indian market is that it is highly price
sensitive. Increased pressure due to competition and overzealous capacity creations has
resulted in lower margins.
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RESEARCH METHODOLOGY
Research Design
A research design is the arrangement of the condition for collection and analysis of
data. Actually it is the blueprint of the research project.
Data Collection
Sampling Design
Data Analysis
Data analysis was done with the help of Simple percentage and graphical method.
Pie and Bar chart was used to represent data.
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LIMITATIONS OF STUDY
I have considered Ahmedabad City for survey because of time and cost.
Finding of the study was based on the assumptions that respondents have given
correct information.
Information provided by respondents may be biased.
The study is restricted only to the organized sector of two wheeler industry
The sample size is comparatively very small compared to the population and there
are chances that it may not represent the whole population.
The time and cost factors has affected the size of the sample.
CHAPTER – 2
INDUSTRY PROFILE
INTRODUCTION
Being the second most populous country and fifth major electricity consumer, India has been
witnessing widening electricity demand-supply gap. A substantial portion of world’s total electricity
generation is consumed for lighting by illumination sources and systems alone. The consumption
is continue to increase due to emergence of new areas of applications such as Entertainment
Lighting, Advertisement Lighting, Biological Lighting, Aqua Tissue Culture, etc. However, the
production of electricity cannot be increased beyond certain limits due to fast depletion of natural
resources. It is, therefore, essential that the appliances consuming less electricity, and also using
natural sources of electricity like sun, wind etc need to be developed. New technologies are being
continuously used to improve lighting efficiency and energy conservation. Lighting is the single
most important element in the visual environment. Effective lighting improves productivity and
strengthens security. Lighting consumes upto 40 percent of the energy used in our buildings. A
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well designed lighting system reduces energy, maintenance, and potential liability costs. Both
public and private interests are served by more effective lighting and reduced operating costs.
Rapid improvements in lighting systems and equipment offer potential solutions, yet they have
also made lighting practice more complex. On the other hand, the use of inefficient light sources
and controls, and the wasteful usage of lighting results in polluting the environment leading to
global warming.
Indian Lighting Industry is having a steady growth of over 10 percent in the last few years. The growth has
remained consistent, even when there has been up’s and downs in many other sectors due to the slum in
the recent past in the Western world. The consistent favorable policy by the Government of India is one of
the major factors for rapid development of the Light Industry in India. The Government of India’s policy of
rural electrifications has created new demand besides infrastructural development covering urban housing,
roads and other projects have also created new demand for lighting products.
The innovative technology, which developed white light from LED, has changed the lifestyle of the people to
a great extent. Consequently, it has increased the demand for LED light and other related products all over
the globe; which has resulted a rapid shift in the manufacturing of new products by old and new
enterprenuer.
It is reported that 20% of the total electricity produced all over the world, is consumed by light sector.
However, by replacing the out of date incandescent, halogen, fluorescent lamps with the modern LED lights,
will reduce the consumption level of electricity to the level of 4percent from 20 percent. This grants us the
opportunity to utilize the surplus energy in other sectors.
Considering all the above facts, it is expected that the Indian Lighting Industry will continue to grow at higher
rate per annum ranging between 13 to 15 percent until 2020.
India has a population of above 1.2 Billion people, yet 0.3 Billion people in India are unconnected from the
grid; implying they are not even allowed to be a part of the lighting industry’s market. However this is
expected to change, and this large part of the India’s population will be able to join into the market, causing
a further rise in the demand for light & light related products. This change is supposed to take place as a
result of the recent agreement between US and India, where the US Government has agreed to invest $4
billion into India’s Energy Production. Prime Minister’s project “Energy to All” shall seek to greatly increase
the energy production in India, which will further have great potential to increase the market size of the
India’s Lighting Industry.
Reports suggests that India’s energy demand at the end of 2017-18 was 770 million TOE, but this figure is
expected to have a drastic rise to nearly double; 1,500 million TOE in 2030. This shows that energy
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production will increase, but based on the new Indian government policy (Reducing Carbon Emissions by 20
percent by 2020) the rise in production must go hand in hand with a cut in emission levels. This gives an
additional opportunity for LED and other Green Light related products to shine.
LED MARKET
LED lights have been growing at such a big rate all over the world. Certainly, India is no
exception. In reality, LED lighting has vast potential in India owing to power shortages and high
electricity costs. Now-a-days, India struggles to meet the increasing electricity demand with its
exceptional growth in the economy leading to build more power plants for sustaining the higher
electricity demand of its widely growing population. But there is also another very simple solution;
just change light bulbs to the new LED technology and this can surprisingly reduce the country’s
electricity demand by as much as 40 percent. With the biggest benefit of energy saving, long
lamp life and environment friendly technology, LEDs would notably lessen the lighting load, peak
demand and overall energy consumption of India, even without compromising on the environment
and safety. As India has been declared as one of the polluted countries in the world, such eco-
friendly aspect of LED lighting would definitely add more strength to the future growth of Indian
LED light segment. As such, usage of energy efficient products such as LED lighting products is
expected to grow in the coming years. Moreover, rising government support and introduction of
innovative LED lighting products by manufacturers has resulted in reduction in prices of these
products, thereby, offering consumers with more options to choose from, according to their needs
and preferences. Rising government initiatives, increasing awareness among customers
regarding lower power consumption of LED lighting products, and innovative product offerings to
drive LED lighting sales is evident
LED lights have emerged as a powerful source for lighting over the past several
years. Due to their numerous advantages over conventional lighting technology, they
have swiftly gained prominence in the Indian lighting market. Although Indian LED
lighting market is at a nascent stage, it offers innumerable opportunities for growth
over the next few decades. As India represents one of the biggest lighting markets, it
offers a lucrative option for LED manufacturers to set up their facilities in the region.
Skilled labour, ease of doing business and demographic advantages provides a
sustainable environment for the LED industry.
Currently, the demand for LED lighting systems is primarily concentrated in the North
and South regions due to growing urbanization rates and increasing number of
government initiatives that encourage the use of LED lights. The government’s
support through various regulations that promote the investments in energy efficient
lighting technologies have expanded the applications of LED lights across various
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Considering the growth potential of LED industry based on the above figures wherein a growth
rate of 50 % was recorded in 2015, the LED lighting market in India is projected to register a
CAGR of 26.6% during 2017-23. Basis for this projection is due to rise in personal disposable
income, growing government initiatives encouraging use of LED lights, and focus on Smart City
Projects. For instance, Government of India announced plans to develop additional 30 cities
under Smart City Mission, totaling to 90 cities. Further, recently in September, 2017 Prime
Minister Narendra Modi launched Pradhan Mantri Sahaj Bijli Har Ghar Yojana - Saubhagya, with
an aim to provide electricity free of cost to over four crore underprivileged families in rural and
urban areas by December 2018. These initiatives are expected to further increase government
emphasis on energy efficient lighting products such as LEDs in the coming years. Favourable
government initiatives and policies through state and national level programs that offer LED
lighting products at subsidized rates is contributing in a huge way towards boosting LED adoption
in the country. In India, not a complete ban, but through the Ujala Scheme launched in 2016
decided to replace 770 million incandescent light bulbs with LED bulbs by 2019. This is expected
to reduce energy consumption by over 100 billion kWh annually and reduce annual electricity bills
by `400 billion (US$6.2 billion). As of April 2017, 229 million LED bulbs had been distributed
across the country. The states of Tamil Nadu, Kerala and Karnataka in India have banned the use
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MAJOR PLAYERS
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the roads. All of these products are not only energy-efficient but also
environment-friendly.
4. Wipro
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5. Bajaj
6. Eveready
7. Syska LED
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8. Moser Baer
Worldwide, Moser Baer is well-known for optical storage media like CDs
and DVDs and it is the first to market Blu-Ray discs in India. Recently,
this 19,000-crore technology group diversified to LED-based lighting
segment, launching an exciting range of home and office lighting.
9. Surya
Surya Roshani is just ranks after Phillips when it comes to the light. The
market is already flooded with more than 50 LED products of Surya
Roshni, however the company is planning to launch more than 50 new
Led Lighting using top quality LED chips from Nichia, Japan in the next
3-4 months. A wide range of LED products are mercury-free and work in
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the voltage range of 110V to 300V. Surya LED lamps help save up to 96
% energy and holds life of 25000 Hrs.
CHAPTER – 3
COMPANY PROFILE
INTRODUCTION
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owned subsidiary of Philips India Ltd. The parent is planning to consolidate its activities
in India under Philips India. Accordingly three of the group's companies in the country-
Punjab Anand Lamp Industries (PALI), Philips Glass India and Electric Lamp
Manufacturers (India)-are proposed to be merged with Philips India. Plant locations PIL’s
TV factory is located at Salt Lake, Calcutta and its Audio systems plant is at Pimpri,
Pune. Electrical lighting is manufactured at Kalwa in Thane. Picture tubes are made at
Kota in Rajasthan, while components are made at Loni near Pune. Industrial equipment is
also manufactured at its Pimpri plant. The company was selected as one of the Top 10
"Greenest" Companies in India under a survey carried out by Business Today & TERI
(Tata Energy Research Institute). Manufacturing units of the company are ISO-14001
certified & three of them were re-certified during 200.
VISION
At Philips, we strive to make the world healthier and more sustainable through innovation.
Our goal is to improve the lives of 3 billion people a year by 2025. We improve the quality of
people's lives through technology-enabled meaningful innovations - as co-creator and
strategic partner for the Philips businesses and complementary open innovation ecosystem
participants.
MISSION
VALUES
Delight customers.
Deliver on commitments.
Develop people.
Depend on each other.
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2016:
1. Tongue Care+ wins Gold Award for Best New Dental Product at UK Pure Beauty
Awards
2. National Award for PIC as ‘Best Medical Devices Company’ at the CMO Asia
event
3. European Inventor Award 2016 for MPI
4. GBCHealth Award for Philips telehealth Mobile Obstretics Monitoring
(MOM)
2015:
2014:
2013:
1. Presenting at the ERC "Best of the Best": Pulse detection via PPG
2. Philips Research’s paper on self-care for heart failure patients is Top 5
downloaded
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2012:
2011:
2010:
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2009:
Emmay Awards:
In the past years, Philips Research has received a number of Emmy Awards for its
achievements:
Technology and Engineering Emmy Award for contributing to the Blue Laser Optical
2011
Systems for Consumer Playback (together with Panasonic, Sony, and TDK)
Technology and Engineering Emmy Award for UHP (Ultra High Performance) lamp
technology for "excellence in engineering creativity in the area of lighting solutions for
2004
large-screen TVs”
Prime Time Emmy Engineering Awards to Royal Philips Electronics for the Grand
1997 Alliance Digital TV standards
1995 Prime Time Emmy Awards for Outstanding Achievement in Engineering Development
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ORGANIZATION STRUCTURE
CHAIRMAN
MANAGING DIRECTOR
BROAD OF DIRECTORS
AUDITING ACCOUNTING
CMO
REGIONAL
ACCOUNTING
REGIONAL MARKET
HR ANALYSIS MANAGER
HR TRAINER
PRODUCTS
AREA MANAGER
Philips is number one in the global lighting market, a position supported by leadership in
innovation combined with a systematic approach to seeking out new market
SALES MANAGER
opportunities. Its strategic ambition is to set the pace in the lighting industry as the first-
choice innovative partner for the supply of Creative and cost-effective lighting solutions.
The division’s products are found all around the world: not only everywhere in the home,
but also in a multitude of professional applications, for example 30 per cent of offices, 65
per cent of the world’s top airports, 30 per cent of hospitals, 35 per cent of cars and 55
per cent of football stadiums (seven of the ten at the 2002 soccer World Cup in
Japan/Korea).
Philips lighting is the acknowledged global leader in the lighting market with annual
sales of over 5 billion euro .For more than 100 years Philips has been engaged in the field
of lighting research and manufacturing.
Philips lighting employs more than 47000 people at manufacturing locations more than
17 countries, with our products &services reaching out to 150 countries.
1. LAMPS
The incandisent lamp has come a long way since 1879-a century since its invention.from
3 lumen/watt in the carbon finment lamp in 1879,lamp efficiency has incresded to the
present 18 lumen. The incandescent lamp continues to be the most type of lamp in our
country.
INCANDICENT LAMPS
HALOGEN LAMPS
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APPLICATIONS:
In all interiors and exteriors where lamps will be screened out of view by
us of suitable luminaries
For general lightings in homes, hotels shops and restaurants.
For indoors table games
Decorative lighting
1 CONSUMER LUMINAIRES
Decobattens:
Introduction: Lighting plays a pivotal role in the way people feel in and about their
domains. Apt lighting systems and add a lively atmosphere. Trust Philips in evolving
such systems for homes and around.
Applications:
Homes
Shops
Office interiors
Striplites:
Introduction: Reliable, safe & energy efficient, the Philips ranges of Striplites find usage
across a cross section of applications. The appealing designs keep in mind the need for
long life and low power consumption.
APPLICATIONS:
Low Voltage &Extended operation areas
Homes
Shops
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CFL Luminaries:
Introduction: Lean, agile and efficient, CFL luminaries are perfect for personal and
professional spaces. Innovative value additions with optimum cost of ownership make
them ideal for SoHo and Commercial applications.
APPLICATIONS:
Small offices
Constrained space
Desktops:
Introduction: The Philips ranges of desktop luminaries are designed not only enhance
your décor, but also to provide strain-free task lighting.
APPLICATIONS:
Homes
Desktop lamp
Shops
Restaurants & hotels
LIGHTING ELECTRONICS:
Applications:
Household application
Railway stations
Offices
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Exhibitions
Halogen Gear:
APPLICATIONS:
HID Gear:
Philips produces the widest possible choice in the control gear for High-intensity.
Discharge lamps. Latest additions to the range are open construction ballasts for high-
pressure sodium, Mercury and Metal Halide lamps. Compactness of dimension makes
them a very attractive option for luminary designers.
APPLICATIONS:
Road/tunnel lighting
Residential lighting
Shops
Retail premises
Ignitors:
There is a wide diversity of HID gear to match the range of lamps available. Our
Ignitors ensure reliable lamp ignition and permit construction of smaller gear, as they
do not self-heat. Philips semi parallel Ignitors also allow flexibility of remote location
and are hum free. They are protected against the hazardous behavior of end-of-life
lamps.
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Lighting Controls:
Today perfect lighting is essential, but it’s not always enough. The technical
performance of the lamp, optics and ballast remain crucial, but contemporary lighting
solutions must be efficient, flexible, comfortable and most of all effective. Fortunately,
lighting controls can provide that added value and continuously create magic.
CHAPTER – 4
LITERATURE REVIEW
*0 CONSUMER SATISFACTION
pleasure resulting from comparing a product’s pursued performance in relation to his /her
existing client’s buries in order to identify their characteristics. Why should the
competent market engineer conduct consumer research? Consumer surveys can provide
Detailed information regarding the customer in a market will provide the basic platform
for all marketing decisions. Marketing decision maker needs descriptive information
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about the total potential unit and dollar sales in each segment. Perhaps the most important
one is that a seller needs to be aware of the relevant objective and need of consumer and
performance indicator within business and is part of the four perspectives of a Balanced
Scorecard.
The needs to satisfy customer for success in any commercial enterprise is very obvious.
The income of all commercial enterprise is derived from the payments received for the
products and services supplied to its customers. If there is no customer there is no income
and there is no business. Then the core activity of any company is to attract and retain
customers. It is therefore no surprise that Peter Drucker the renowned management Guru,
has said “to satisfy the customers is the mission and purpose of every business”.
Satisfaction of customer is essential for retention of customer’s and for continuous sales
of the products and services of the company to customers. This establishes the needs for
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from one to another. Became, each consumer has the different behaviour in their life. So,
the marketer satisfies the consumer, he must very well know the behaviour of consumer.
Liking towards the brand itself can influence liking for the brand (Hawkins, Best &
Coney, 1992). However according to study by Biehal, Stephens and Curlo (1992)
whether consumers like or dislike the product does not necessarily lead to brand
acceptance or rejection. So, even though consumers may like the product that they see, it
does not necessarily mean that they will go out and buy the brand. Usually the consumer
uses their attitude towards the product in brand choice equaled that of attitude towards the
brands.
of how well the company delivers on the critical success factors and dimensions of the
business. These usually include factors like services promptness, staff responsiveness,
ADRIAN THOMPSON (2002) that consumers feel valued wanted and loved when:
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MILSON (2003) found that several authors maintain that it is nothing short of folly to
teach rules and marketing staffs the fewer points of quality control in the manufacturing
process, forgetting that it is these very people who have the most direct contact with the
companies’ customers.
ALVIN AB-RAHAN AND ANIL NAIN (2003) in their title “customer statement
redesign” improving customer satisfaction and reducing cost. Utility companies always
target to provide better services and solutions to their customers. Customer statements in
the utilities industry act as direct interfaces with which the industry interacts with its
customers. This paper provides how the customer statements were redesigned to provide
customer satisfaction through a better look and feel while in the process providing cost
KELLY WHITNEY (2006): Customer advocacy and customer satisfaction the typical
customer loyalty is typically very different and there are questions around willingness to
repurchase and willingness to recommend you to others .You can make a customer
satisfaction, but they will really recommend you to others, and will they really repurchase
from you again? Unless you ask these questions, you won’t know. There is nothing like
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lower than acquiring a new one and CRM helps the industry not only building
Understanding the various experience points especially under the complex environment
of many outsourced functions, and managing them with the use of relevant IT TOOLS
can ensure less customer attrition and long term profitability. The focus should shift from
operations and service- based CRM to total CEM by analyzing the multipoint customer
covering all possible contact points through which customer experience is delivered.
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CHAPTER -5
DATA ANALYSIS AND INTERPRETATIONS
INTERPRETATION
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From the table 66% of the people have used Philips products, 10% of the people
used Wipro, 6% of the people used Surya, 3% are used Osram and 15% of the people
INFERENCE
Most of the people have used Philips products. All the other companies were having
NUMBER OF PERCENTAGE OF
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INTERPRETATION
From the table 28% of the people are using Philips products, 20% of the people are
using Wipro, 6% of the people are using Surya, 38% are using Osram and 8% of the
INFERENCE
Most of the people who used Philips products they left using because of bad
service. Osram getting improvement because its price is low & more warranty.
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INTERPRETATION
37% of the people changed their mind because of high price, 25% of the people
because of bad performance, 23% of the people because of bad service and 15% of the
people not changed.
INFERENCE
Most of the people give more preference to least cost products.
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INTERPRETATION
94% of the people are satisfied with their present product and 6% of the people are
not satisfied.
INFERENCE
5. If u gets a chance to buy lighting products in future which brand you will prefer?
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INTERPRETATION
From the table 37% of the people prefer Philips products, 20% of the people Wipro,
3% of the people Surya, 27% are Osram and 13% of the people prefer other local
company products
INFERENCE
2 NO 14 11%
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INTERPRETATION
89% of the total people have Philips products.11% have not yet used Philips product.
INFERENCE
RESPONDENTS RESPONDENTS
1 ADS 80 64%
2 FRIENDS 26 21%
3 ELECTRICIANS 14 11%
4 OTHERS 5 4%
TOTAL 125 100%
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INTERPRETATION
64% of the people know about Philips through ads, 21% of them through friends, 11% of
INFERENCE
RESPONDENTS RESPONDENTS
1 SATISFIED 39 35%
2 NOT GOOD 33 30%
3 NO 39 35%
ANSWER
TOTAL 111 100%
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INTERPRETATION
Out of 111 people who use Philips products, 35% of the people are satisfied with
the Philips products, 30% of them saying not-good, and 35% of them no response.
INFERENCE
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INTERPRETATION
Out of 111 people who use Philips products, 24% of the people said price of Philips
Lighting products are very high, 28% said it is high, 40% people find it normal and 8%
INFERENCE
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INTERPRETATION
26% of the people giving preference to price, 42% of them for good performance,
17% of them for service, 15% of them for brand image.
INFERENCE
Most of the people are bothering about performance of the product. They least
bother about brand image.
CHAPTER – 6
FINDINGS
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66% of the people have used Philips products, 10% of the people used Wipro, 6%
of the people used Surya, 3% are used Osram and 15% of the people were used
28% of the people are using Philips products, 20% of the people are using Wipro,
6% of the people are using Surya, 38% are using Osram and 8% of the people are
37% of the people changed their mind because of high price, 25% of the people
because of bad performance, 23% of the people because of bad service and 15%
94% of the people are satisfied with their present product and 6% of the people
37% of the people prefer Philips products, 20% of the people Wipro, 3% of the
people Surya, 27% are Osram and 13% of the people prefer other local company
products.
89% of the total people have Philips products.11% have not yet used Philips
product.
64% of the people know about Philips through ads, 21% of them through friends,
Out of 111 people who use Philips products, 35% of the people are satisfied with
the Philips products, 30% of them saying not-good, and 35% of them no response.
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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS
Out of 111 people who use Philips products, 24% of the people said price of
Philips Lighting products are very high, 28% said it is high, 40% people find it
26% of the people giving preference to price, 42% of them for good performance,
CHAPTER – 7
SUGGESTIONS
The price of the products is high when compared to others. It can be reduced to
increase the customer base and also the varieties of the products can be increased.
Designs are highly expected and to be modernized for attractiveness.
Most of the customers are motivated only by friends & relatives and outdoor ads.
So, advertising in print media and audio visual media can be done.
Company should create awareness of new product through TV and news paper
media as they have more reach and is effective in creating awareness. The
company should spend more on these media instead of relying on word of mouth
because consumers attitude towards these are positive than others.
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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS
Company should take a feedback from the existing customers after a regular interval and
resolve the problem if any. To retain customers it is necessary to obtain consumer
feedback and offered the product and services according to their feedback.
If they will be satisfied then they come to repeat purchase and moreover they will give
the reference to others for buying product from the company. This would be also help to
make brand loyalty of the company.
CHAPTER – 8
BIBLIOGRAPHY
WEBSITES:-
www.google.com
www.philipsindia.co.in
www.scribd.com
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CHAPTER – 9
ANNEXURE
Yes No
Yes No
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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS
Name:
Address:
Respondent Researcher
( ) ( )
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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS
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