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INTRODUCTION

The research project becomes critical and important from Canons perspective.

For the success of every business customers are at the core center. Customers are the one who

consume and use the product. So they decide what to buy and what not to buy. Products or

services which meet the requirement or the needs are preferred. But in any business or

industry there is no monopoly of one company, there are always competitors. These

competitors never let you standby.

External environmental factors, internal factors, influence the scope of the business. So in

such a competitive environment customer satisfaction becomes of prime importance. If

customers are satisfied they will become an asset for the company on whom it can rely. But if

the customers are dissatisfied they will switch over to competitors brand and will be a loss for

the company.

Effective marketing focuses on two activities: retaining existing customers and adding

new customers. Customer satisfaction measures are critical to any product or service

company because customer satisfaction is a strong predictor of customer retention, customer

loyalty and product repurchase.

Customers who are satisfied are also loyal. So there is less possibility that they will

revoke to the company. So in such scenario customer satisfaction needs to be analyzed. It will

give an insight into where the company is falling short of the expectations of the customers.

So that it can improve upon it and gain customer satisfaction.

In the printer, camera, scanner, projector industry HP, Samsung, Epson are some of

the competitors of Canon. In such a competitive market Canon cannot afford to miss on the

customers. So it becomes necessary to know the customer satisfaction. In industry market

share wise HP are the leaders. To take over the top position Canon needs to be the best

company and for it , it should satisfy its customers.


OBJECTIVE OF THE RESEARCH

Defining the objective is the crucial part of any research. If the objectives are not clear

the research cannot identify the problem and thus cannot find a solution to the problem.

Primary Objective:

1) To study customer satisfaction of Canon Products users in Coimbatore.

2) Questionnaire was prepared and administrated by taking a sample of 100

consumers, which contains different categories of consumers like

students, businessmen and employees

Secondary Objective:

1) To identify the areas of dissatisfaction related to Canon products.

2) To identify the areas on which company should focus to improve the

product.

3) To tap the Latent market for the canon products like camera, scanner,

projector, printer etc.

4) Promotion of different products.

SCOPE OF THE STUDY

Product Scope :- This study is only restricted to the Canon Products

Geographic Scope :-

1. The scope of study is limited to the respondents are selected from in and around

limited area of Coimbatore.

2. The project is only carried out for the period of 45 days only.

3. Measurement of Market Survey analysis is complex subjects, which uses non-

objectives method, which is not reliable.

4. The sample unit was also limited 100.


Sampling

This type of sampling also known as chance sampling or probability sampling. Where

each and every item in population has an equal chance of inclusion in this sample and each

one of the possible sample, in case of finite universe, has the sample probability of being

selected.
PERSONAL QUESTIONNAIRE

Name: ____________________________________________

Address: ____________________________________________

____________________________________________

Contact No. _________________________________

3.Age group in years


a) 5-10
b) 10-15
c) 15-20
d) 20 and above
4.Sex
a) Male
b) Female
5.Marital status
a) Married
b) Unmarried
6.Occupation: _______________________________________________

7.Monthly income (Rs.)


a) Below 5000
b) 5000-10000
c) 10000-20000
d) 20000 and above

8.Do you use canon products?

a.) Yes
b.) No

9.For which purpose do you use /willing to buy products?

a.) For home


b.) For office
c.) For business

CUSTOMER SATISFACTION

1. Which type of the canon products you use?

a.) Printer

b.) Camera

c.) Scanner

d.) Projectors

e.) Other………………….

2. What range of price, would you go for buying products?

a.) Below 5,000

b.) 5,000 -10,000

c.) 10,000-15,000

d.) Above of 15,000

3. Which feature you prefer more in selecting a products?

a.) Price

b.) Service

c.) Quality

d.) Durability

4. Talking about features of the printer, what do you prefer the most?

a.) Original

b.) Compatible

c.) Refilling
5. If any one of the above you prefer, then specify why?

Answer

……………………………………………………………………………………………..

…………………………………………………………………………………………………

6. Are you aware about canon products?

a.) Yes

b.) No

7. Are you using canon Products?

a.) Yes

b.) No

8. If yes, what is the feature you like, please specify?

……………………………………………………………………………

……………………………………………………………………………

9. If no what is the reason for not using canon?

……………………………………………………………………………

…………………………………………………………………………..

10. What are the other brands you prefer in market other than canon?

……………………………………………………………………………

……………………………………………………………………………
11. Repeat purchase of canon Products?

a.) Yes

b.) No

12. Respondents who will tell others to buy?

a.) Yes

b.) No

13. Rated imported or priority of responds?

a.) Important

b.) Neutral

c.) Most important

d.) Not so important

e.) Least important

14. Features preferred while buying canon printer?

a.) Quality

b.) Price

c.) Usage

d.) Maintenance cost

e.) Availability

f.) Technologies Excellence

g.) After sales services

h.) Easy to use


15.Level of customer satisfaction?

a.) Highly satisfied

b.) Satisfied

c.) Neutral

d.) Dissatisfied

e.) Highly Dissatisfied

16. Respondents who informed to the services center about it

a.) Yes

b.) No

17. Respondents who got onsite warranty?

a.) Yes

b.) No

17. Satisfied level of after sales services

a.) Highly satisfied

b.) Satisfied

c.) Neutral

d.) Dissatisfied

e.) Highly Dissatisfied

18. Any suggestions about Cannon printers

………………………………………………………………………………………………

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