CHAPTER I
INTRODUCTION
Customer is the king; this is all the more apt for today's business environment where,
all other factors remaining more or less constant, it is the value addition to the customer that
is making all the difference.
A key premise in customer preference is understanding the needs and meeting or exceeding
the expectations of customers. Furthermore, this is done while optimally using resources.
While most companies have developed strategies to improve quality and external customer
service, internal customer preference is a much neglected component of quality improvement.
To this end, it is important to emphasize that total customer preference can be attained only if
all employees devoted to external customer preference can work together and assist each
other to achieve the common objective, when the internal customer isn't satisfied,
Relationships with the external customer suffer. So, it is suggested to adopt customer oriented
approach to keep the internal customer satisfied and motivated, who in turn will focus their
attention and energy upon meeting the requirements of their customers, thereby maximizing
the customer, thereby maximizing the customer preference.
Customer preference survey is the process to monitor the preference quotient of their
people. In internal preference surveys therefore tracks the return on your investments in
keeping your people happy, high salaries, a quality culture, a healthy work environment.
Last, but not the least internal customer preference survey helps in finding the critical
areas, which need further improvement.
NEED OF INTERNAL CUSTOMER PREFERENCE ARISES DUE TO FOLLOWING
REASONS.
Ø It enhance communication and hence helped in team building, hence there is less wasted
effort caused by lack of common purpose and poor communication.
Ø A good employee feedback survey improves employee attitude and boosts morals.
The importance of a customer is well known from the maxim, “Customer is the king”.
Earlier, organizational administrators concentrated only on the preference of external
customers i.e. the target market. But now it is being realized that if the internal customer is
satisfied the quality as well as the quantity is also appreciable. Higher the customer
preference index, higher will be the quality of the production. This results in the preference of
external customers and ultimately brings profits & prosperity to the organization. It can
benefit the organization in following ways:-
4) Qualitative product.
6) Good reputation in the market and many more benefits can be accrued.
Thus, every deptt. Should ensure that the customer deptt. is satisfied with the product and
services provided by it as it will result into an overall improvement of the organization.
To serve a final customer first of all a company has to satisfy his employees. If
employees are satisfied then they will ultimately satisfy the final customer. Three types of
marketing arise. These are a follows:-
1) Internal marketing:
2) External marketing:
When company communicates with its final end user regarding the product
complaints & suggestions so as to satisfy them.
3) Interactive marketing:
Today’s companies are facing their toughest competition ever. These companies can
outdo their competition if they can move from product and sales philosophy to a marketing
philosophy. We spell out in detail how companies can go about winning customers and
outperforming competitors. The answer lies in doing a better job of meeting and satisfying
customers needs. Only customer-centered companies are adept at building customers, not just
building product. They are skilled in market engineering, not just product engineering.
Too many companies think that it is the marketing/sales department’s job to procure
customers. If that department cannot, the company draws the conclusion that its marketing
people aren’t very good. But in fact, marketing is only one factor in attracting and keeping
customers. The best marketing department in the world cannot spell products that are poorly
made or fail to meet anyone’s need. The marketing department can be effective only in
companies whose various departments and employees have designed and implemented a
competitively superior customer value-delivery system.
Although the customer oriented firms seek to create high customer preference, its main
goal is to maximize customer preference, first the company can increase customer preference
by lowering its prices, but results may be lower profits second the company might be able to
increase prices. Third the company has many stake-holders including employees, dealers,
suppliers and stock holders spending more to increase customer preference might divert funds
from increasing the preference of other partner. Estimate the company must operate on the
philosophy that it is trying to deliver a high level of preference to the other stake-holder
within the constraints of its resources. From the past studies of last three decades we observed
that the company’s first task is to create and satisfy customers. But today’s customers face a
vast array of product and brand choice prices and suppliers.
It is generally believed that customers estimate which offer will deliver the most value
customers are like value maximizes, within the bounds of search costs and limited
knowledge, mobility income, they form an expectation of value and act on it, whether or not
the offer lives up to the value expectations affects customer’s preference and their repurchase
probability.
CUSTOMER VALUE
Customer delivered value is the difference between the total customer value and total
consumer cost. Consumer value is the bundle of benefits customers expect from a given
product or service. Total consumer cost it the bundle of costs consumer expect to incur in
evaluating, obtaining and using the product.
That two customers can report being “highly satisfied” for different reasons.one may
be easily satisfied most of the time and other might be hard to please but was pleased on this
occasion. Companies should also note that managers and salespeople can manipulate their
ratings on customer preference. They can be especially nice just before the survey. They can
also try to exclude unhappy customers from the survey. Another danger is that if customers
will know that the company will go out of its way to please customers, some customers may
express high dispreference (even if satisfied) in order to receive more concession.
The value chain is a tool for identifying ways to create more customer value. Every
firm is a collection of activities that are performed to design, produce, market, deliver and
support its product. The value chain identifies nine strategically relevant activities that create
value and cost in a specific business. These nine value-creating activities consist of five
primary activities and four support activities.
INTERNAL RECORD SYSTEM
Marketing managers rely on internal reports on orders, sales, prices, cost, inventory
levels, receivables, payables, and so on. By analyzing this information, they can spot
important opportunities and problems.
First, it can train and motivate the sales force to spot and report new developments.
Sales representatives are positioned to pick up information missed by other means.
Second, the company can motivate the distributors, retailers, and other intermediaries
to pass along important intelligence.
INTERNAL SOURCES
Company profit-loss statements, balance sheets, sales figures, sales call reports,
invoices, inventory reports and prior research reports.
EXTERNAL SOURCES
A) Government publications
C) Commercial data
Customer preference is a systematic process for collecting consumer data, analyzing this data
to make it into actionable information, driving the results throughout an organization and
implementing preference survey is a management information system that continuously
captures the voice of the customer through the assessment of performance from the
customers’ point of view.
STATEMENT OF THE PROBLEM:
Growing individualistic ideas are fast penetrating the Indian minds and the joint family
and caste system are fast cracking. company many benefits in store for them. It saves their
families from misery, chaos, and destitution. Insurance lays the foundation on which the
economic structure of life can be gradually and safely built up and sustained to the end.
Uncertainties to the individual are made certainties for the group.
CHAPTER-II
REVIEW OF LITERATURE
REVIEW OF LITERATURE
(Schrader 1999; Meijkamp 2000), ski rental and washing services (Hirschl, Konrad et
al. 2001).
For more than a decade now, a range of studies that address environmentally sound
consumer behaviour, e.g. car use, waste sorting, minimisation and recycling practices, have
been conducted. However, few studies evaluated consumer acceptance of the PSS concept – a
consumption based on non-ownership of physical products, see, for example, studies on car
sharing schemes
(Gudgion and Thomas 1991; McKenzie-Mohr, Nemiroff et al. 1995; Oskamp 2000).
A number of examples (mainly from the business-to-business area) exist that confirm
the potential of PSS for reducing life cycle environmental impact. It is, however, increasingly
evident that these examples are difficult to directly apply to the market of private consumers,
mainly because business customers often prefer services to product ownership (Alexander
1997), while according to some studies it is a formidable challenge for private customers to
adopt “ownerless consumption” (Schrader 1996; Littig 1998). In addition, the environmental
impacts of such offers depend to a large extent on user behaviour. (Goodwin, Ackerman et al.
1997); (OECD 1997); (Stern, Dietz et al. 1997); (Thøgersen and Ölander 2002).
To address this problem, changes are needed in consumption behaviour; consumption
patterns and levels; and ultimately a change in lifestyles towards more sustainable patterns.
Many authors recognise that “the health of our planet is inextricably dependent upon human
behaviour” (Geller 1995), and therefore changing human behaviour may foster and maintain
sustainability An increasing number of studies have been conducted in search for instruments
that can potentially help facilitate the shift toward more sustainable patterns of consumption,
e.g.,
defines, “…a customer is any organization or individual with which you have done
business over the past twelve months”. “Customer means the party to which the goods are to
be supplied or service rendered by the supplier”. Provide definition for ‘customer’ upon two
approaches: With reference to loyalty, “A customer is the person that assesses the quality of
the offered products and services” and on process oriented approach, “the customer is the
person or group that receives the work output” (p.9).
(Khayyat& Heshmati,2012).
Customer preference is the reaction of customer toward state of the fulfilment and
judgment of customer about that fulfilled state Customer preference is the expectation before
consuming a product regarding quality or it is a pre-consumption judgment or
expectation(bae,2012).Preference is an outcome of purchase in which consumer compare cost
and rewards with the anticipated consequences (Maxham,2001).There is always a positive
relationship between customer preference and profit maximization of an
organization(bowen&chen,2001).
No one is important than customers and their preference is the ultimate objective
through improvement in services in terms of competitiveness and it saves future revenue plus
it becomes the cause of cost reduction in future. Customer preference is the perceived feeling
of a customer for which he or she has set standards if his expectations match with the
standard he is satisfied
(Eggert&Ulaga,2002
O’sullivan,Mccalling,2010)
The most widely accepted conceptualization of the customer preference concept is the
expectancy disconfirmation theory (McQuitty, Finn and Wiley, 2000). The theory was
developed by Oliver, who proposed that preference level is a result of the difference between
expected and perceived performance. Preference (positive disconfirmation) occures when
product or service is better than expected. On the other hand, a performance worse than
expected results is dispreference (negative disconfirmation). Studies show that customer
preference may have direct and indirect impact on business results. Luo and Homburg (2007)
concluded that customer preference positively affects business profitability. The majority of
studies have investigated the relationship with customer behaviour patterns (Dimitriades,
2006; Olorunniwo et al., 2006; Chi and Qu, 2008; Faullant et al., 2008). According to these
findings, customer preference increases customer loyalty, influences repurchase intentions
and leads to positive word-of-mouth.
.(Campbell&Finch,2004).
(Turel&Serenko,2013)
The exceptional dissemination of portable administrations has beaten the masters ‘desires.
Telecommunication has turned into a heading segment, giving commoditized administrations.
Accordingly, the infiltration of cellular telephones is very nearly twice as high as that of
personal computers. The portable Internet guaranteed equalling adaptability and expense
productivity to the typical web. In any case, encounters show that the improvement of
portable web requisitions needs to think about uncommon tests in the zones of convenience,
advancement proficiency.(Spriestersbach&Springer,2005).As interest obliges that more
provisions be re-wrote for versatile arrangements, organizations may think that it is important
to upgrade information offering and substance conveyance systems to backing the portable
stage
.(Devi,Ramzan&Shander,2012).
(Qian,Wang,Gerbar,Mao,San,Spatscheck,2011).
Cell phones and tablets are converting the way individuals digest news, take after
games, and sit in front of the TV and films. Individuals are basically strolling around with a
world wide newsroom, a games enclosure, widescreen HD TV, and film theater in their
pocket or tote. Furthermore as a rule nowadays, clients have a decision by they way they need
to get to the data and captivate with the substance(Anderson,2013)It is evident that clients are
vital stakeholders in associations and their fulfillment is a necessity to administration. Client
fulfillment has been a subject of incredible enthusiasm to associations and specialists
indistinguishable
CHAPTER III
RESEARCH METHODLOGY
PRIMARY OBJECTIVE
The primary objective of the study is to find out the “study on the customer preference level
of PRECISE ELECTRICALS, MUMBAI.”
SECONDARY OBJECTIVE
To study the socio economic variables that influences the insuring public to take-up
the policies.
To study the awareness of insurance plans in PRECISE ELECTRICALS,
MUMBAI.
To study the effectiveness of advertisement of PRECISE ELECTRICALS,
MUMBAI.
To study the customer perception of life insurance
To study the efficiency of PRECISE ELECTRICALS, MUMBAI. being a private
organization.
LIMITATIONS OF THE STUDY
The study suffers from a few limitations, which will have to be kept in mind for the
findings to be fairly interpreted
The recommendations are subjected to time and cost constraint
Sampling has its own limitations, which would have resulted in minor errors
There can be errors due to bias of respondents
The size of the sampling was not big enough to arrive at strong conclusion. The
results should be interpreted with the above limitations in perspective.
RESEARCH DESIGN
SAMPLING FACTORS
DATA COLLECTION
PRIMARY DATA
The primary data for this study is collected with the objective in mind “a study on the
customer perception of PRECISE ELECTRICALS, MUMBAI.
SECONDARY DATA
The secondary data for the study is collected with the information that is being published in
journals and magazines and from the internet.
SAMPLE COLLECTION
The data required for the study is collected with the help of questionnaire. These
questionnaires are handed over to the customers and asked to get it filled up. The data is
interpreted from the information that is incurred from the questionnaire
SAMPLE AREA
The area where the data is collected is in and around PRECISE ELECTRICALS,
MUMBAI. The respondents are the people who reside in MUMBAI
SAMPLE SIZE
Due to the limitation of time and scope of the study the number of respondents from which
the data is collected is 100.
RESEARCH TOOL
STOOLS OF ANALYSIS
Analytical techniques are used to obtain findings and arrange information in a logical
sequence from the data collected. After tabulation of the data, researcher used the following
quantitative techniques
1. Percentage Analysis
The data that is obtained is from the questionnaire is analysed through percentage analysis.
The results are shown on the percentage basis.
2. Graphs
Graphical representations are used to show the results in simple form. The graphs are
prepared on the basis of data that is received from the percentage analysis
The research methodology tool chi – square test is being taken as a tool in order to bring out
the final result by analyzing the factors. The end result for the study is being derived from the
using this research tool.
Chi square test is an important non parametric test and as such no test is necessary in respect
of the population. We require only the degree of freedom (implicitly of the course the size
of the sample) for using this test. As anon parametric test chi square can be used (i) as a test
of goodness to fit and (ii) as a test of independence. Since there searcher used test of
independence only the details about the independence is given below
TEST OF INDEPENDENCE
The 2 test is used to test whether there is a significant difference between the observed
number of responses in each category and the expected number of responses for such
category under the assumption of null hypothesis. It enables us to explain whether or not two
attributes are associated with each other. In order that we may apply the chi-square test either
as a test to judge the significance of association between attributes, it is necessary that the
observed as well as theoretical distribution must be adjusted to give the same total frequency
as we find in case of observed distribution. Karl Pearson developed test for testing the
significance of discrepancy between experimental values and the theoretical values obtained
under some theory of hypothesis. This is known as test of goodness of fit. Karl Pearson
proved that the statistics is used to test whether difference between observed and expected
frequencies are frequent.
INDUSTRY PROFILE
Our products are known for their high quality, durability and reliability. This is due to
our emphasis on design, engineering and manufacturing for more than 40 years in this sector.
We adhere to international standards by acquiring & adapting latest technologies along with
in-house R & D. All Products have been Type Tested for compliance with relevant IS / IEC
at ERDA, CPRI and ASTA which are worldwide acceptable certifications.
“We have recently taken up the first step for the manufacturing of Medium Voltage
transformers. The proposed factory is to be commissioned by April 2016 which is in
Vadodara-Gujarat, having a manufacturing capacity of 3000 nos. transformers
monthly”.
Infrastructure
These are efficiently managed by our well-experienced and professional experts. We have
also installed some of the advanced equipment and machinery which enable us to supply an
entire range of Instrument Transformers.
PRECISE ELECTRICALS are one of the leading manufacturers of Current Transformers
In India. We manufacture approx 25000 Nos Current Transformers Per month and we supply
CTs mainly to following 3 sectors.
1) Switch gear
2) Switchboard
3) Energy meters form Electricity Utility
As far as switch board & switch gear sectors are concerned we Supply CTs to customers like
1) Siemens Ltd. ,
2) M/s Schneiders Ltd
3) GE Power Controls
4) ABB Ltd. 5) Larsen & Toubro Ltd. Etc.
We supply our CTs to the electricity boards such as M.P.,E.B., R.S.E.B., M.S.E.B. T .N.E.B.
etc. in India.
We also export our CTs to countries like Dubai, Sharjah, Oman, Bahrain, Kuwait, Riyadh,
Malaysia, Hong Kong, Malaysia, Singapore, Australia etc.
1) DEW A, Dubai
2) SEW A, Sharjah
3) SCECO, Saudi Arabia
4) TNB, Malaysia
5) ENERGY AUSTRALIA, Sydney.
Recently we have developed ABS Moulded CTs which are very much Competitive as far as
price is concerned.
CHAPTER -4
TABLE: 4.1
INTERPRETATION:
The above table can be interpreted that the age of the respondent are 39 % of the respondent
of 18 to 21, 37 % of the respondent of 22 to 25,14 % of the respondent of 26 to 30 and 8 %
of the respondent are 30 to 40 and 2% of the respondent are are groups are above 40.
CHART: 4.1
40
35
30
PERCENTAGR
25
20
15
10
5
0
18 to 21 22 to 25 26 to 30 30 to 40 Above 40
AGE
TABLE: 4.2
The above table can be interpreted that the gender of the respondent are 64 % of the
respondent of male, 36 % of the respondent of female.
CHART: 4.2
60
50
PERCENTAGE
40
30 64
Percentage
20 36
10
0
Male Female
AGE
TABLE: 4.3
INTERPRETATION:
The above table can be interpreted that the educational qualification of the respondent are 21
% of the respondent of10 th , 261 of the respondent of12th, 27 % of the respondent of
graduate ,16 % of the respondent are post graduate and 15%of the respondent educational
qualification is other r
CHART: 4.3
EDUCATIONAL QUALIFICATION
15 21
16
21
27
TABLE: 4.4
INTERPRETATION:
The above table can be interpreted that the marital status of the respondent are 25 % of the
respondent of married, 19 % of the respondent of unmarried,21 % of the respondent of
widows ,15 % of the respondent of sisters and 20 % of the respondent of others.
CHART4.4
25
20
percentage
15
25
10 19 21 20
15
5
0
Married Unmarried Widows Sisters Others
maritial status
TABLE: 4.5
INTERPRETATION:
The above table can be interpreted that the occupation of the respondent are 26 % of the
respondent of business,16 % of the respondent of government,14 % of the respondent of
private ,25 % of the respondent of military and 19 % of the respondent of others.
CHART : 4.5
25
20
percentage
15
26 25
10 19
16 14
5
0
Business Government Private Military others
occubation
TABLE: 4.6
INTERPRETATION:
The above table can be interpreted that the monthly income of the respondent are 25% of the
respondent of below 5000,36% of the respondent of 6000 to 10000,29% of the respondent
of 11000 to 20000 and 10% of the respondent of above 20000.
CHART: 4.6
30
25
percentage
20
15 29
23
10 20 20
5 8
0
Below 5000 6000 to 10000 11000 to 20000 20000-30000 Above 30000
monthly income
TABLE: 4.7
INTERPRETATION:
The above table can be interpreted that the reason for your industry visit of the respondent are
9 % of the respondent of promotional offer,14 % of the respondent of discount offers,15 %
of the respondent of range of items, 35 % of the respondent Location of the store, 27 % of the
respondent are others.
CHART: 4.7
20
35
15
27
10
14 15
5 9
0
Promotional Discount offers Range of items Location of the Others
offers store
reason
TABLE: 4.8
INTERPRETATION:
The above table can be interpreted that the opinion of the respondent are 16 % of the
respondent of through advertisement,20 % of the respondent of through friends &
relatives,28 % of the respondent of through hoardings / newspaper and 20 % of the
respondent of other medium and 16 % of the respondent of other
CHART 4.8
16 16
20 20
28
TABLE: 4.9
1 Occasionally 27 21
2 Once in a month 29 22
3 Once in a week 32 27
4 Once in a year 27 22
5 As a when required 10 8
Total 125 100
INTERPRETATION:
The above table can be interpreted that the opinion of the respondent are 21 of the respondent
of occasionally, 22 % of the respondent of once in a month,27% of the respondent of once in
a week ,22 % of the respondent of once in a year and 8 % of the respondent of as and when
required.
CHART 4.9
25
20
percentage
15
27
10 21 22 22
5
8
0
Occasionally Once in a month Once in a week Once in a year As a when
required
opinion
TABLE: 4.10
INTERPRETATION:
The above table can be interpreted that the opinion sales promotion activity attractsof the
respondent are 39 % of the respondent of offer, 21% of the respondent aresales promotion
activity attractsDiscount on every article,18 % of the respondent aresales promotion activity
attractsGift on purchase,12% of the respondent aresales promotion activity attractsGift on
new things, 20 % of the respondent aresales promotion activity attracts others.
CHART4.10
30
25
percentage
20
15
10
5
0
Offers Discount on Gift on Gift on new Others
every article purchase things
opinion
TABLE: 4.11
IN WHICH SALES PROMOTIONAL ACTIVITIES ARE YOU SATISFIED MORE
IN COMPANY
INTERPRETATION:
The above table can be interpreted that the promotional activities are you satisfied more in
companyof the respondent are 16 % of the respondent of payback offers, 19% of the
respondent of monthly savings offer,17% of the respondent of gift voucher and 24 % of the
respondent of big day offer,24 % of the respondent of others.
CHART: 4.11
16
24
19
24
17
Payback offers Monthly saving offer Gift voucher Big day offer Others
TABLE: 4.12
INTERPRETATION:
The above table can be interpreted that the medium do you feel is suitable to promote the
various promotional schemesof the respondent are 26 % of the respondent of radio,18 % of
the respondent of television,19 % of the respondent of news paper, 24 % of the respondent
of hoarding,14 % of the respondent of others.
CHART: 4.12
Others
Hoarding
percentage
News paper
Series1
Television
Radio
0 5 10 15 20 25 30
percentage
TABLE: 4.13
INTERPRETATION:
The above table can be interpreted that the advertisement of the respondent are 18 % of the
respondent of strongly agree, 27 % of the respondent of agree,14 % of the respondent of
neutral,30 % of the respondent of disagree,12 % of the respondent of strongly disagree.
CHART: 4.13
ADVERTISEMENT
35
30
25
percentage
20
15 30
27
10 Series1
18
14 12
5
0
Strongly Agree Neutral Disagree Strongly
agree disagree
opininon
TABLE: 4.14
INTERPRETATION:
The above table can be interpreted that the clearly presented through displays in
industrypresented of the respondent are 18 % of the respondent of strongly agree, 23 % of the
respondent of agree,21 % of the respondent of neutral,17% of the respondent of
disagree,20% of the respondent of strongly disagree.
CHART : 4.14
21%
TABLE: 4.15
The above table can be interpreted that the promotional offers informed in the store attracts
me of the respondent are 38 % of the respondent of strongly agree,24 % of the respondent of
agree,19% of the respondent of neutral,11% of the respondent of disagree,08 % of the
respondent of strongly disagree.
CHART: 4.15
25
20 38
15
24 Series1
10 19
5 11
8
0
Strongly Agree Neutral Disagree Strongly
agree disagree
opinion
TABLE: 4.16
INTERPRETATION:
The above table can be interpreted that the promotional activitiesof company made me to
visit againof the respondent are 16 % of the respondent of strongly agree, 23% of the
respondent of agree, 22 % of the respondent of neutral, 23 % of the respondent of disagree,
16% of the respondent of strongly disagree.
CHART: 4.16
20
percentage
15
23 22 23
10
16 16
0
Strongly agree Agree Neutral Disagree Strongly disagree
opinion
TABLE: 4.17
5 Strongly disagree 23 18
6 Total 125 100
INTERPRETATION:
The above table can be interpreted that am aware of promotional offers at company of the
respondent are 17 % of the respondent of strongly agree,22 % of the respondent of agree,19
% of the respondent of neutral,24 % of the respondent of disagree,18% of the respondent of
strongly disagree.
CHART: 4.17
Disagree
opinion
Neutral
Agree
Strongly agree
0 5 10 15 20 25 30
percentage
TABLE: 4.18
The above table can be interpreted that the noticed offer of the respondent are 14 % of the
respondent of strongly agree, 18 % of the respondent of agree,23% of the respondent of
neutral,24 % of the respondent of disagree,21% of the respondent of strongly disagree.
CHART: 4.18
25
20
percentage
15
23 24
10 21 Series1
18
14
5
0
Strongly Agree Neutral Disagree Strongly
agree disagree
opinion
TABLE: 4.19
INTERPRETATION:
The above table can be interpreted that the promotional offer at attractive and induce me to
make a purchaseof the respondent are 20 % of the respondent of strongly agree,21% of the
respondent of agree,23 % of the respondent of neutral,20% of the respondent of disagree,16
% of the respondent of strongly disagree.
CHART: 4.19
16 20
20
21
23
INTERPRETATION:
The above table can be interpreted that the available offer of the respondent are 29 % of the
respondent of strongly agree, 24 % of the respondent of agree, 16 % ofthe respondent of
neutral,19 % of the respondent of disagree,12 % of the respondent of strongly disagree.
CHART: 4.20
20
15
10
5 Series1, 12
0
Strongly agree Agree Neutral Disagree Strongly
disagree
opinion
TABLE: 4.21
The above table can be interpreted that the communication offer of the respondent are 32 %
of the respondent of strongly agree,16% of the respondent of agree,24 % of the respondent
of neutral,15% of the respondent of disagree,13 % of the respondent of strongly disagree.
CHART: 4.21
COMMUNICATE OFFER
35
30
25
percentage
20
15 32
24 Series1
10
16 15 13
5
0
Strongly Agree Neutral Disagree Strongly
agree disagree
opinion
TABLE: 4.22
INTERPRETATION:
The above table can be interpreted that the opinioni understand about the products by signage
(or) displayof the respondent are 26 % of the respondent of strongly agree,18 of the
respondent of agree,21 % of the respondent of neutral,14 % of the respondent of disagree,21
% of the respondent of strongly disagree.
CHART: 4.22
21 26
14
18
21
TABLE: 4.23
INTERPRETATION:
The above table can be interpreted that the rate the quality of item as per the advertisement of
industryof the respondent are 23 % of therespondent ofexcellent,19 % of the respondent of
good,22 % of the respondent of average,15 % of the respondent of poor,20% of the
respondent of very poor.
CHART: 4.23
Poor
percentage
Average
Good
Excellent
0 5 10 15 20 25
opinionn
TABLE: 4.24
The above table can be interpreted that the rate the attractiveness of the productsof the
respondent are 14 % of the respondent ofexcellent,19% of the respondent of good,24 % of
the respondent of average,17 % of the respondent of poor,26 % of the respondent of very
poor.
CHART2.4
25
20
percentage
15
24 26
Series1
10 19 17
14
5
0
Excellent Good Average Poor Very poor
opinionn
TABLE: 4.25
INTERPRETATION:
The above table can be interpreted that the presentation of productsof the respondent are 20%
of the respondent of excellent, 19 % of the respondent of good,23 % of the respondent of
average,17 % of the respondent of poor, 21% of the respondent of very poor.
CHART: 4.25
PRESENTATION OF PRODUCTS
25
20
19
15
23
10 20 21
17
0
Excellent Good Average Poor Very poor
TABLE: 4.26
1 Excellent 27 21
2 Good 22 18
3 Average 24 19
4 Poor 30 24
5 Very poor 22 18
6 Total 125 100
INTERPRETATION:
The above table can be interpreted that the arrangement of productsof the respondent are 21
% of the respondent of excellent, 18 % of the respondent of good, 19% of the respondent of
average,24 of the respondent of poor,18 % of the respondent of very poor.
CHART: 4.26
HOW DO YOU RATE THE ARRANGEMENT OF PRODUCTS
25
20
percentage
15
24
10 21 19
18 18
5
0
Excellent Good Average Poor Very poor
opinion
TABLE: 4.27
INTERPRETATION:
The above table can be interpreted that the range of product of the respondent are 18 % of the
respondent ofexcellent,15% of the respondent of good,32 % of the respondent of average,23
% of the respondent of poor,12 % of the respondent of very poor.
CHART: 4.27
12% 18%
23%
15%
32%
INTERPRETATION:
The above table can be interpreted that the customer schemes of the respondent are 24 % of
the respondent of excellent, 16% of the respondent of good, 23 % of the respondent of
average, 17 % of the respondent of poor,20% of the respondent of very poor.
CHART: 4.28
25
24 23
20
percentage
20
15 17
16
Series1
10
0
Excellent Good Average Poor Very poor
opinion
TABLE: 4.29
INTERPRETATION:
The above table can be interpreted that the sales representatives of the respondent are 18 % of
the respondent ofexcellent,18% of the respondent of good,16 % of the respondent of
average,20 % of the respondent of poor,29 % of the respondent of very poor.
CHART: 4.29
35
30
25
20
15
percentage
Series1
10
5
0
Excellent Good Average Poor Very poor
opinion
TABLE: 4.30
INTERPRETATION:
The above table can be interpreted that the opinion of the respondent are 25 % of the
respondent ofexcellent,18 % of the respondent of good,17 % of the respondent of
average,19 % of the respondent of poor,21 % of the respondent of very poor.
CHART : 4.30
Chart Title
21 25
19
18
17
FINDINGS
The above table 4.1 find that the age of the respondent are majority of 39 % of the
respondent of majority 18 to 21, 37 % of the respondent of 22 to 25,
The above table 4.2 find that the majority of gender of the respondent are 64 % of the
respondent of male.
The above table 4.3 find that the educational qualification of the respondent are
majority of, 27 % of the respondent of graduate.
The above table4.4 find that the marital status majority of the respondent are 25 % of
the respondent of married.
The above table 4.5 find that the occupation majority of the respondent are 26 % of
the respondent of business
The above table 4.6 find that the majority of monthly income of the respondent are
29% of the respondent of 11000 to 20000
The above table 4.7 find that the reason for your industry visit of the respondent
majority of 35 % of the respondent Location of the store, 27 % of the respondent are
others.
The above table 4.8 find that the opinion of the respondent are majority of 28 % of
the respondent of through hoardings / newspaper
The above table 4.9 find that the opinion of the respondent are majority of 27% of the
respondent of once in a week
The above table 4.10 find that the opinion sales promotion activity attracts of majority
of the respondent are 39 % of the respondent of offer.
The above table 4.11 find that the promotional activities are you satisfied more in
companyof the respondent are majority of 24 % of the respondent of others.
The above table 4.12 find that the medium do you feel is suitable to promote the
various promotional schemes of the respondent are majority of 26 % of the
respondent of radio,
The above table 4.13 find that the advertisement of the respondent are majority of 27
% of the respondent of agree.
The above table4.14 find that the clearly presented through displays in
industrypresented majority of 23 % of the respondent of agree.
The above table 4.15 find that the promotional offers informed in the store attracts me
majority of the respondent are 38 % of the respondent of strongly agree.
The above table 4.16 find that the promotional activitiesof company made me to visit
again of the respondent are majority of majority of 23 % of the respondent of
disagree..
The above table 4.17 find that am aware of promotional offers at company of the
majority of 24 % of the respondent of disagree.
The above table 4.18 find that the noticed offer majority of 24 % of the respondent
of disagree.
The above table 4.19 find that the promotional offer at attractive and induce me to
make a purchase of the respondent majority of 23 % of the respondent of neutral.
The above table 4.20 find that the available offer of the respondent are majority of 29
% of the respondent of strongly agree.
The above table 4.21 find that the communication offer of the respondent are
majority of 32 % of the respondent of strongly agree,
The above table 4.22 find that the opinioni understand about the products by signage
(or) display of the respondent are majority of 26 % of the respondent of strongly
agree,.
The above table 4.23 find that the rate the quality of item as per the advertisement of
industry of the respondent are majority of 23 % of the respondent of excellent.
The above table 4.24 find that the rate the attractiveness of the productsof the majority
of 26 % of the respondent of very poor.
The above table 4.25 find that the presentation of products of the respondent are
majority of 23 % of the respondent of average
The above table 4.26 find that the arrangement of products of the respondent are
majority of 24 of the respondent of poor
The above table 4.27 find that the range of product of the respondent are majority of
32 % of the respondent of average.
The above table 4.28 find that the customer schemes of the respondent are majority of
24 % of the respondent of excellent.
The above table 4.29 find that the sales representatives of the respondent are majority
of 29 % of the respondent of very poor.
The above table 4.30 find that the opinion of the respondent are majority of 25 % of
the respondent of excellent.
SUGGESTIONS
The following suggestions could be made for the better performance of Big Bazaar,
CONCLUSION:
The analysis began with a simple question of why consumer behavior and an understanding
of such processes is useful from the perspective of the marketer.
There were a variety of findings uncovered over the course of this research, the majority of
which establish some form of affectation according to psychological influences and
messaging stimuli. Inherently linked to brand loyalty and the consumer commitment to the
product or brand over time, the means of reducing switching behaviors within extremely
saturated marketplaces are directly afforded by marketing communication. The effectiveness
of such communication, however, can have the desired (or opposite) result on sustaining
consumer loyalty over an extended period of time. While more traditional marketing models
focused on product features and competitive positioning of particular brands or products,
modern marketing emphasizes the relationship between consumer behavior and value. By
enhancing a product's value, consumers are encouraged to engage in the buying process and
are more likely to maintain personal investment in a product over an extended period of time.
The researcher has given some policy recommendations for the benefits of the Coco-cola
industry. if the above says recommendation is being considered the company may able to
maintain the market is scheme as can company top position in particular in the region.
Bibliography
Web Sites:
www.pantaloon.com
www.wikimedia.com
www.retailindia.com
www.google.co.in