Chap. No.

4 RESEARCH OBJECTIVES

RESEARCH OBJECTIVES

The research objective is stated as follows:1. To study customer satisfaction of Aurangabad & Ahmednagar (IFBS) with respect to washing Machines services. 2. To study improve customer services of IFBS in with respect to washing machine services.

3. To measure market penetration of IFB among Aurangabad / Ahmednagar.

Scope of Research:Conduct the survey of IFBs Washing Machine in Aurangabad and Ahmednagar District area.

Chapter No. 5

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
Types of Data Used :1. Primary Data 2. Secondary Data

Source of Data:a) Primary Data:Data collected through questionnaire by contacting management IFBs customer Feedback. IFBs includes small & medium manufacturing units, services organization like dealers, service centre distributors. b) Secondary Data:- Catalog, price list. - Customer list. - Internet Website

Data collection Method:Data was collected survey Method by contacting Management of IFBs through questionnaire.

Research Instrument:Questionnaire which contains 26 question (6 open & 20 close ended questions) Sample plan: Population unit : IFB service centre having IFB customer. Sample size Sample plan sampling : : 100 Random customer of no of

Chap. No. 6

LIMITATION OF RESEARCH METHODOLO GY

LIMITATION OF RESEARCH METHODOLOGY

1. 2. 3.

The response given by respondent are assumed as true. The research finding is limitation to the survey area only. As time was major constraint so has been carried out for limited number of samples.

4.

Management of IFBS was unable to give precise number of washing machine and microwave oven users in organization.

RESEARCH FINDINGS

The research is carried out in two districts as Ahmednagar and Aurangabad. The main object of research is customer satisfaction to improve customer services in Aurangabad and Ahmednagar IFB Industries Ltd. IFB washing machine are performances in Aurangabad and Ahmednagar are very well compare after sales services their product quality is 50% good after sales services. IFB customer 97% has a got proper demonstration to both places. 83% customers are aware about call centers services at their local area. Their marketing product of using washing machine powder is well performances in Aurangabad. Company is not publishing brochures in local area. Companies performances in Aurangabad (MS) District and Ahmednagar (MS) are very good.

ces in 7th

Chap. No. 8

RESEARCH FINDINGS

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IN Aurangabad service centre near about 3000 customers four Technician are working is there with harmful and quick services hence customer satisfaction is very good but IFB product quality as very good, hence complaints of customers is very miner. This product Cost is very high but performance is very good hence customer paying in respect of other companies product higher price because company service and product are very good. In Ahmednagar district no Technician is not available immediately. No service centre in Ahmednagar hence minor defect repairing and maintences is delayed hence customer is not satisfy in Ahmednagar district but quality of IFB product quality is good hence customer available in Ahmednagar district.

IFB appointed B.R. Refrigeration saved Anagar is not covered all complains minor and major due to not technician services is not available hence customers cannot fulfill their needs in respect of Aurangabad District.

In Ahmednagar District demonstration IFB home appliance is not carrying delay in demonstration of washing machine microwave, dish washer home appliances hence customer is not understand of a new IFB Technology and products benefit in Ahmednagar District.

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Customer Satisfaction
IFB Home Appliances Customers are fully satisfied in Aurangabad District but in Ahmednagar no service center available so customer is not satisfy only service but IFB product is very good thats why this company Home Appliances quality maintains but minor complain due to no service center. In IFB Customer Satisfaction survey in Aurangabad and Ahemednagar District the customer overall experience with IFB Washing Machine to others.

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