PROJECT

Bangkok University for International Studies B k kU i it f I t ti l St di

Project Business Statistics. Business Statistics Project Name- Customer Satisfaction

Customer Satisfaction

Aim: To understand the satisfactory level of customers.

Objective: To know what customers feel about our company. To increase the sales of our company. p y To know competitors excellence in market. To know what customers expect from our company.

Bangkok University International Studies

ProjectBusiness Statistics
Research and analysis of data to interpret the optimum result and improve service. Title: CUSTOMER SATISFACTION Aim: To understand the satisfactory level of customers. Objective: 1. 2. 3. 4. 4 To know what customers feel about our company. To increase the sales of our company. To know competitors excellence in market. To k T know what customers expect from our company. h t t tf

Questionnaire:1. Name of Customer? _______________________________________________________________ 2. Which product you use of our company? A. Compressors (1) B. Dryers. (2) C. Filters. (3) D. Energy Saving Equipment. (4) 3. Amount of Business between our companies. A. Upto 1 MB. (1) B. Upto 10 MB. (2) C. More than 10 MB. (3) 4. How our product performs? A. Very Good (1). B. Good (2) C. Satisfactory (3). D. Poor (4).

5. Do you have same product from other company? A. Yes (1). B. No (0) 6. 6 A. B. C. D. E. 7. A. B. C. D. 8. A. B. C. C If you h have the other companys product, which product performs well? h h d hi h d f ll? Our company Product. (1) Other company Product. (2) Both perform same. (3) Both perform badly. (4) Not Applicable. (5) Price of our products compared to Competitors. As per market price. (1) More than market price. (2) Matches with technology of product. (3) Not applicable.(4) If price is considered which companys product is Good? Our Company Product. (1) Other Company Product. (2) Both are same. (3) same

9. How do you find the technical knowledge of our sales person? A. Very Good (1). B. Good (2). B. Poor (3). 10. How you find our after sales service? A. Very Good (1). B. Good (2). C. Poor (3). 11. Availability of our service person whenever your machine breakdown? A. Available. (1) B. Available but slow response. (2) C. Not Available. (3)

12. Technical knowledge of our service person at time of breakdown? A. Very Good (1). B. Good (2). C. C Poor (3) (3). 13. Availability of Spare Parts? A. Available. (1) B. Not Available. (2) 14. 14 Price of spare parts compared to our competitor? A. Cheap (1) B. Very Cheap (2) C. Costly (3) D. Not Applicable. (4) 15. Over All S i f 1 O Satisfactory level towards our company. l l d A. Satisfied. (1) B. Unsatisfied. (2) 16. Special Comments for improving service and customer support? _____________________________________________________ _____________________________________________________ _____________________________________________________

Thank You. MANISH and MANISH Co. Limited. Bangkok, Thailand.

Descriptive Statistics Which product you use of our company? 1) 43.3 % customers use compressors. 2) 33.3 % use Dryers. 33 3 Dryers 3) 10.0 % use Filters. 4) 13.3 % use energy ) gy saving equipments.

Descriptive Statistics Amount of Business ? 1) 23.3 % customers give business about 1MB 2) 40 % gives up to 10 MB. i MB 3) 36.7 % gives above 10 MB.

Descriptive Statistics Product Performance ? 1) 50% customers says product performs good. 2) 30 % says good. d 3) 20 % says satisfactory.

Descriptive Statistics Same Product of other Company? 1) 86.7 % customers use other company products also. 2) 13.3 % customers use only our company product. product

Descriptive Statistics Which company Product performance better? 1) 50% customers says our product performs good. 2) 16.7 % says other company 16 7 h product performs good. 3) 13.3 % says both p ) y performs same. 4) 6.7 % says both performs poor. poor 5) 13.3 % use only our product.

Descriptive Statistics Price of our Product compare to others? 1) 60% customers says price is as per market 2) 20 % says more than market h k price. 3) 20% says matches with ) y technology of product.

Descriptive Statistics As per price which companys product is better? 1) 53.3% says our company product is better. 2) 23.3 % other company 23 3 h product. 3) 10 % says both p ) y performs same. 4) 13.3 % use only our company product. product

Descriptive Statistics Technical Knowledge of sales person? 1) 53.3% says very good technical knowledge. 2) 26.7 % good Technically. 26 7 d T h i ll 3) 20 % poor technically.

Descriptive Statistics After sales service? 1) 53.3% says our company service is very good. 2) 26.7 % service is good. 26 7 i i d 3) 20 % says service is poor.

Descriptive Statistics Availability of service person? 1) 46.7% says service person available. 2) 26.7 % says available but 26 7 il bl b slow response . 3) 26.7 % not available. )

Descriptive Statistics Technical Knowledge of service person? 1) 53.3% says service person very good technically. 2) 40 % says good d 3) 6.7 % says poor.

Descriptive Statistics Availability of Spare parts? 1) 60% says spare parts available. 2) 40 % says not available. il bl

Descriptive Statistics Price of spare parts compared to competitor? 1) 50% says price of spare parts is cheap. 2) 36.7 % says costly. 36 7 l 3) 13.3 % any how we use our company p p y product.

Descriptive Statistics Over all Satisfactory level? 1) 80% customers are satisfied. 2) 20 % customers are not satisfied.

Inferential Statistics T- Test Business given by the different products ?

Here Significance is 0.044 < 0.05, so equal variance not assumed. Sig = 0.001, so Avg Business given by the different product is different. So we accept our Ha.

Inferential Statistics One way ANOVA Compare the Performance of product

Here Significance is 0.399 > 0.05, so no post hoc. so Avg mean performance of products is same same. So we accept our Ho.

Inferential Statistics Regression Compare the Performance of product With B i Business Gi Given Y= a + bx x= 3(> 10 MB), b= - 1.527, a= 5.424 Y= 5.424 + (-1.527)(3) So Y=0.843 R2 = 0.65= 65%.(Bigger the better ) R= 0.809, so business given and product performance correlate in positive direction in better trend. Standard Error = 0.209 So y = 1.052 to 0.634. Sig T = 0.809, so Ha.

Inferential Statistics Correlation Performance compared with price

Coefficient of Correlation of Pearson = 0.288, It is in positive direction.

So if Performance increases, price will also increase.

Conclusion
Satisfactory level of customer is Better which is 80%. Availability of spare parts is not good (60%), so has to work on making spare parts available. Sales of our company is good, but for more sales, have to train the Sales and Service engineer. Competitors are better in some product, but for more increase, availability of spares has to increase. Customers have more expectations from our company, and to become NUMBER ONE in market, have to work hard, in technical and spare part field.

No Questions Please No Comments please THANK YOU