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CHAPTER – I

INTRODUCTION OF THE STUDY

INTRODUCTION

Recent interpretations in the consumer domain now couch satisfaction as a


fulfillment response. Fulfillment implies that a consumption goal is known, as in basic motives
of hunger, thirst, and safety. However, observers of human behaviour understand that these and
other goals can be and frequently are modified and updated in various ways. Thus, consumer
researchers have moved away from the literal meaning of satisfaction and now pursue this
concept as the consumer experiences and describe it. In Oliver (1997, p. 13), the following
definition has been proposed as being consistent with the conceptual and empirical evidence to
date: Satisfaction is the consumer’s fulfillment response. It is a judgment that a product or
service feature, or the product or service itself, provided (or is providing) a pleasurable level of
consumption-related fulfillment, including levels of under- or over-fulfillment.

Surveys and questionnaires are the most common marketing research methods. Typically, they
are used to: assess the level of customer satisfaction with a particular product, service or
experience; identify factors that contribute to customer satisfaction and dissatisfaction; determine
the current status or situation of a product or service; compare and rank providers; estimate the
distribution of characteristics in a potential customer population; or help establish customer
service standards.

Customer satisfaction has gained importance in the last few years. After liberalization,
privatization and globalization, there is intense competition and the world has become a global
village. All the business activities of an organization have now shifted their attention to the
customer satisfaction than merely selling goods and services at a profit. “Take it or leave it
attitude” which was the attitude in the past has now transformed into finding out the needs and
wants of the customer and creating products and services that will satisfy the customer which in
turn drive the company to profits. Products are viewed secondary to customer satisfaction. Also,
the product quality now has major emphasis on customer satisfaction. In the electricity market
vertically integrated utilities have been providing six different services such as: generation,

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transmission, distribution, power supply or trading, system support and reliability services as a
package to the consumers. Generation involves production of electrical power. Transmission is
transporting power to distant center through a state/national wide grid of high voltage
transmission lines. Distribution deals with bulk transfer of electricity from generation plants to
consumer centers and is the retail business of reaching each and every consumer with phase and
neutral wires to supply requirements.

Researching customers’ behaviour, the person is used as a factor for making marketing strategies
and adapt the marketing mix to their needs. This is the only way for a high - grade satisfaction of
the customers’ needs.

In the conditions of marketing orientation in the company’s work where the customer is in the
focus of its activity knowing the customers’ needs is a condition for an optimal combination and
factors for production and the strategy of marketing. Accomplishment of the economic aims in
the process of reproduction, represent high - grade satisfaction of particular customers’ needs.

Consumers are subjects that purchase goods and services to satisfy their needs. The consumer
behaviour derives from the decision whether, what, when, where and how to purchase goods and
services. Therefore, marketing is primarily interested in the behaviour of the subject as a
consumer.

Nowadays, it is normal to assume that marketing constantly follows the consumer’s needs as a
basic assumption in the development of a suitable strategy leading to the consumer’s satisfaction.
It should be taken into consideration that needs are a social category changing all the time and
are never satisfied. By setting a suitable strategy based on qualitative information the marketers
contribute to the development of a loyal consumer’s category that will lead to a realization of a
general strategy, survival and development of the company.

Being familiar with the consumers’ needs is of great importance to the company. Economic
subjects accomplish their tasks in the process of reproduction and thus satisfy certain needs. The
consumers are the focus activity of the company’s marketing orientation, it is crucial to know the
consumer needs in order to achieve an optimal combination of both: the production factors and
the disposal of products. Therefore the research of the consumers’ needs and measure his
satisfaction is of a great significance.

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During the process of research, it is important for the company to take into consideration these
following components: A variety of needs occur under the influence of certain factor
combination.

The company must consider these factors when it establishes the extent of the consumer’s needs,
which is essential for its activities on the market; needs are dynamic and they change due to the
factors that influence them. It means that the business persons have to adjust their activities on
the market by constant exploration of the factors together with its complexity and direction; and
the market division into segments, will be accurate only if the needs are identified; especially
their intensity, quality, duration, etc. The factors form the segments and they condition the needs
and the consumption.

This approach should allow the company’s marketing program to adapt to the dynamics of the
needs, which means a greater flexibility of certain instruments depending directly on the factors
that condition the need

SMARTWAY INDUSTRIAL AUTOMATION, an embedded systems design house. It was


started with a vision to be a leading provider of technology expertise and solutions for the
converging world of information, media and communications. Since inception, while serving
national and international customers in diverse domains, Smartway Industrial Automation has
evolved into a company with a perfect blend of highly experienced and skilled technical teams in
software development and hardware design, which can churn out specifications to a complete
product or part of the product life cycle.

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STATEMENT OF THE PROBLEM

Customer satisfaction is one of the most important issues concerning business


organizations of all types, which is justified by the customer orientation Philosophy and the main
principles of continuous improvement of modern enterprises. Customer is an individual or
business that purchases the goods or services produced by a business. The client is the end goal
of businesses, since it is the customer who pays for supply and creates demand. Businesses often
follow the adage that "the customer is always right" because happy customers will continue to
buy goods and services. In today’s competitive business environment, customer satisfaction is an
increasingly important component of an effective organization. Customer satisfaction is a key
component of a successful and prosperous organization. It has been linked to higher profit
margins and greater employee satisfaction, customer loyalty, customer retention, and repeat
purchases.

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OBJECTIVES OF THE STUDY

 To study the factors influencing the purchase decision process of consumers for
household electronic products.
 To analyse the level of satisfaction and factors contributed in the purchase and utilization
of household electronic products.
 To identify the factors motivating the consumers to buy electronic products
 To find out the problem faced by the consumers in the purchase and utilization of the
household electronic products and offer suitable suggestions there in.

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SCOPE OF THE STUDY

This study deals with the customers’ satisfaction towards the following aspects of online
shopping and how the presence or lack of these aspects in an online shopping environment
affects customer satisfaction and product categories that customers purchase online, Quality &
availability of the product, Mode and Speed of delivery of the product, Product price / Offers
provided for online shoppers, Payment options available for the customers

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RESEARCH METHODOLOGY

The research methodology is considered to be the back bone of the study. It determines the
strength, reliability and accuracy of the project. Methodology shall be considered on the methods
used in one research on selecting sample, sample size, data collection and various tools for data
analysis.

RESEARCH DESIGN

The study is descriptive in nature. Because it describes opinion, views and satisfaction level of
users ofElectronic components.

Non – probability sampling has been used in this study. Under this non – probability sampling,
random sampling was chosen. The data was collected through structured questionnaire. Further
the research is designed to employ simple statistical tools.

SOURCES OF DATA:

 Primary data
 Secondary data

PRIMARY DATA

The primary data was collected by conduction field survey from various Electronic components
customer of Madurai city.

SECONDARY DATA

The source of data is mainly from company website, books and newspaper articles.

SAMPLING SIZE

The study was carried out with the sample of 150 respondents out of which 120 respondents
selected based on proportionate random sampling.

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STATISTICAL TOOLS FOR ANALYSIS:

The tolls used for analysis of the collected data are:

A) SIMPLE PERCENTAGE
B) CHI-SQUARE TEST

SIMPLE PERCENTAGE:

This method is used to simplify the numbers through the use of percentage. The data are
reduced ia a standard form with base equal to 150, which facilitates relative comparison

No of respondents
Percentage = -----------------------------------------------------*100

Total on of respondents

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CHI-SQUARE TEST:

Chi-square analysis

The collected data are statistically analyzed with chi-square test. The chi- square test is a
statistical measure used in the context of sampling analysis to determine if categorical data
shows dependency or the two classifications are independent. The chi-square is applied to find
out the relationship between the attribute.

The quantity X2 (chi-square) describes the magnitude the magnitude of discrepancy


between theory and observation. If X2 is zero, it means that the observed and expected frequency
completely coincides. The greater the value of X2 , the greater would be the discrepancy between
observed and expected frequencies.

The formula for computing Chi-Square (X2) is as follows

X2 = Σ(O– E)2/ E)

The calculate value of X2 is compared with the table of X2 for gives degree of freedom at
specified level of significance. If the calculated value of X2 is greater than the table value then
the difference between theory and observation is considered to be significant. On the other hand,
if the calculated value of X2 less than the table value then the difference between theory and
observation is not considered to be significant. The degree of freedom is (n-1) where ‘n’ is
number of observed frequencies.

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LIMITATION OF THE STUDY

 The study is confined only to Coimbatore city.


 Many respondents considered researcher as a sales person and so they hesitated to give
information.

CHAPTER SCHEME

This project is divided into 5 chapters

CHAPTER I: Chapter one deals with introduction to the study, objective and research
methodology. Limitation of the study

CHAPTER II: Chapter two deals with review of literature

CHAPTER III: Chapter three Includes profile of the company

CHPATER IV: Chapter four deals with data analysis and interpretation through representation
of various tables, graphs and chi square test.

CHAPTER V: Chapter five deals with findings, suggestion and conclusion, bibliography and
appendix.

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CHAPTER- II

REVIEW OF LITERATURE

V.M.Selvaraj (2005)1 in his article titled, “A Study on Consumer Behaviour towards Cell Phone
Users in Thoothukudi City” has stated that the existing customers are satisfied with the current
services and the cell phone companies have good prospective customers. By creating more
awareness, better coverage, connectivity and new schemes, more prospects for cell phone service
can be generated. The researcher has concluded that a man without cell cannot dwell in future.
Tarang Vaish(2006)2 observed that most of the customers are brand loyal. There is an emerging
trend towards the purchase of herbal products, which are perceived to be less harmful, as
compared to chemical- based cosmetics. It is fast caching up among the youth (18-24years).

Lau et al. (2006)3 in his article mentioned that there were seven factors that influenced
consumers’ brand loyalty towards certain Hair oil brands. The factors were: brand name, product
quality, price, style, store environment, promotion and service quality.

Jai Singh Parmar (2007)4 conducted a study on understanding the demographic factors that
influence the use of cosmetics namely age, occupation and income in the town. It was also found
that brand switching was common among cosmetic users, especially when their regular brand
was not available. The study also showed that users preferred either home made or herbal
cosmetics rather than synthetic cosmetics.

Bhawna Garg (2007)5 studied rural consumers and observed that TV advertising had a deep
impact on the mind of consumers. Fragrance was found to be an important factor in influencing
the purchasing decision for hair oil, followed by attractive packing, small packs and low price. It
was also found that the favourite brand of hair oil is Vatika, followed by Keo Karpinnd Dabur
Amla.

Urvashi Makkar et al. (2007)6 observed that the increasing size of the middle class population
in India, representing a growth of disposable income, has led to an increase in the demand for
cosmetics. The customers have a strong positive attitude towards herbal cosmetics and these
consumers are more inclined to purchase higher-priced products.

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Vinith Kumar Nair et al (2007)7 observed that male consumers generally prefer to purchase
and select the brand of cosmetics individually. Quality is the major factor influencing the
purchase decision of the male consumers. The study also observed that the female consumers
prefer to purchase cosmetics from any convenient shop rather than any particular shop.

Ms.Yasmin Singaporewala (2008)8 observed that with the increasing globalization, the young
Indian women have realized the importance of always looking good. Both the skin care and color
cosmetics have seen steady growth throughout the past 5 years. According to the Euro monitor
report on the Indian cosmetics and toiletries market, the color cosmetics market stands at $113.4
million and skin care at $346.9 million.

Selvakumar, M and Jegatheesan, K(2012)9 have written a paper on, “Brand Preference:
A Study With Reference To Washing Machines”, explains that washing machine is one of
the widely used home equipment which used to wash the cloths. India is one of the fast
developing countries in the world. At present it is needed for both in the family to work.
Therefore to simplify the washing work, the people need machine for washing. In washing
machines number of varieties are there. Today, Indian consumers not only have a wide
variety of brands to choose from, but also the option to buy a machine that is just right for
them from amongst the several models available. Apart from these factors that they should
consider the various wash programs, the wash mechanism and some convenience features
that their machine should have in order to provide the maximum level of comfort. With
this backdrop, this article makes an attempt to analyse the brand preference of washing
machines.
RatikaRastogia and Sonia Chaudhary(2012)10 made their study entitled, “Psychology
and Buying Behaviour of Rural Consumers with Special Reference to Television, Washing
Machine and Refrigerator in the Rural Areas of Meerut Region”, In this era of competition,
understanding the consumer is a necessity for producers. The consumer behavior suggest
how individual, groups and organization select,buy, use and dispose of goods, services,
ideas or experience to satisfy their needs and wants. Consumer needs and preferences are
continuously changing, attributing the changes to factors like demographics and lifestyles.
Rural areas are scattered and it is next to impossible to ensure the availability of a brand all
over the country. It is true that Consumer India is flourishing, but at the same time Indian
Consumer has his roots deep into his traditions.

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Dr.M.Arutselvi,(2012)11, ”A Study On Consumers’ Preference Towards Various Types Of
Britannia Biscuits In Kanchipuram Towns”. The topic deals with the study of consumer
behaviour towards Britannia Biscuits. The consumer behaviour varies from brand to brand on
the basis of quality, quantity, price, taste, advertisement etc. It is concluded that the market
study on biscuits at Kanchipuram town as helped to know the status of biscuits. It has revealed
the requirements of the taste of the consumer of biscuits. Britannia Biscuits are having a good
market share in Kanchipuram Town.

Dr.Shendge (2012)12 on his study “A Comparative Study of Consumer Preference towards


Cadbury and Nestle Biscuit with Special Reference to NaviPeth Area in Solapur City” viewed
that Chocolate is liked and eaten by all age group of people.

Janaki, P and Shanthi, P(2013)13 in their study entitled, “Marketing Stimuli in Purchase
of Home Appliances From Customer Perspectives”, explains that marketing strategy is the
game plan which the firms must adhere to, in order to out do the competitor or the plans to
achieve the desired objective. The people consume things of daily use, and buy these
products according to their needs, preferences and buying power. The objectives of the
study are to study the purchase decision behaviour relating to home appliances and to
analyze customer response to the marketing stimuli of home appliances. The study was
carried out with the sample size of 200 respondents selected based on proportionate
random sampling with in Coimbatore city. The data were collected with interview
schedule and were analyzed using percentage weighted average score analysis of
variances. The findings of the study included that education and income of the respondents
are the two socio- economic variables which have significant association in all the stages
which the buyers undergo while purchasing home appliances.

Shahram Jenabi, Seyed Yahya Seyed Danesh and Minoo Yousefi(2013)14 made a study
titled, “Examining the effect of Brand dimension (trademark) on home appliances
consumers’ behavior Case study: LG brand in Rasht city”, tells that one of the most
important and valuable assets of a company is its trademark. The more valuable is a
trademark for consumers more profit the company achieves. The present paper aims to
identify the effect of brand dimension on home appliances consumers’ behavior. To
achieve this goal the relationship between reputation, identity, image, meaning, age and

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brand advertisement with consumer behavior was tested based on the conceptual research
model. Required data were collected using questionnaire, randomly, from the population of
LG brand consumers from agents of this company in Rasht city. Since the population is
wide and infinite, simple random sampling and sample size formula were used to estimate
the sample size (it was calculated to be 202 individuals). Pearson correlation test, using
SPSS software, and multiple regression analysis were used to analyze collected data.
Results showed that aspects of brand’s dimensions have a positive effect on consumers’
behavior and there is significant relationship between these two components. Thus, it is
suggested to LG brand touse its competitive advantage, particularly its reputation, identity
and brand management, and other aspects of brand (mentioned in this research) to lead its
consumers’ behavior to a positive direction.
Senthil Kumar, M.J and Sadeesh Kumar, K and Nagarajan, N.R(2013)15 in their study
entitled, “A Study on Consumer’s Attitudes towards Washing Machine”, which explains
that in the modern technological world many innovations and new apparatus are invented
by the man for reducing the work burden of the layman. Especially a lot of home
appliances are introduced to save the valuable time of the working women. Because in the
hurry bury world both husband and wife are working. So the modern women are not
having sufficient time to do domestic work like washing their dresses. In this situation
washing machine becomes an integral part of their home. The washing machine is not only
to reduce their physical work but also it gives quality washing. In a competitive world
many well reputedcompanies manufacture various brands of washing machine with
varying features to cater tothe diverse needs of consumer. The consumers are not in a
position to identify the good brand of a washing machine because of its technical features.
Consumer’s opinion about the washing machine is paramount importance, so a study of
this kind helps the customer to know the features available with the various brands.
Rajarajan, M and Priyanga, T(2013)16 have written a paper on,“Consumer Behaviour
Towards Selected Household Appliances in Ramanathapuram District”, the study revealed
that life style characteristics have a great impact on the purchase behavior of the clusters.
In a consumption environment, a person chooses a product or a brand, which seems to
possess a maximum possibility of the definition or elaboration of his life style identity.
Alternatively, a person makes a choice in a consumption environment in order to define or
actualize his life style, identify it through the products or brands chosen. This paper

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highlights that, life style determinants of consumer purchase behaviour towards durable
products in Ramanathapuram district. This study concluded that, the consumer behavior
have a great impact on the household appliances of the clusters. In a consumption
environment, a person chooses a product or a brand, which seems to possess a maximum
possibility of the definition or elaboration of his life style identity. Alternatively, a person
makes a choice in a consumption environment in order to define or actualize his life style,
identify it through the products or brands chosen. It can be assumed that the individual’s
consumption behavior can be predicted froman understanding of how he represents his
world to himself, if the details of his lifestyle system are known. The household appliances
like Electrical cooker, Electrical induction stove, Micro oven, Multipurpose mixer,
Refrigerator, Wet grinder were once considered as life purchase but now people become
more open to the idea of exchanging their old appliances for new ones. The relationship
between consumer behavior and house hold appliances can thus be seen as an individual’s
purchases and use of products and services where these choices constitute part of his life
style expression and its reflection.
Vijayalakshmi, S and Mahalakshmi, V(2013)17 have made an attempt on, “An impact of
consumer buying behavior in decision making process in purchase of electronic home
appliances in Chennai (India): an empirical study”, which presents consumer behavior is
the study of individuals, groups, or organizations and the processes they use to select,
secure, and dispose products, services, experiences, or ideas to satisfy needs and the
impacts that these processes have on the consumer and society. It blends elements from
psychology, sociology, social anthropology and economics. It attempts to understand the
decision-making process of buyers, both individually and in groups. It studies
characteristics of individual consumers such as demographics and behavioral variables in
an attempt to understand people’s wants. It also tries to assess influences on the consumer
from groups such as family, friends, reference groups, and society in general. This
empirical study contributes to a vital comprehension of the impact of dissimilar factors on
consumer buying behaviors. The numerous independent variables in electronic home
appliances market in India are deeply analyzed. The factors that are affecting the consumer
behavior in electronic home appliances markets in India have been taken as the empirical
study of this research. The key findings of this study designates that, overall, the set of self
determining variables are weakly associated with the self determining variable. The

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profound analysis institutes those social and physical factors along with marketing mix
elements are sturdily associated with consumer buying behavior. The consumer decision
making rules discovery is made possible through these analyses. The results shall support
the manufacturers and electronic home appliances retailers in comprehending consumer
behavior and enhancing the satisfaction of the consumers.
Srinivasa Rao Kasisomayajula(2013)18 have written an article entitled, “A Study on
Customer Preference of LG Lap-Top”, explains that the consumers’ tastes change rapidly.
They want new models with the latest features. It is a very hard fight. The competition is
on features differentiation, time to market and promotion, basically on every front. The
dealer-push and brand pull, both plays a very crucial role. Hence the company concentrate
on both fronts equally will have an upper hand over the others. Companies like hp,
Compaq, Lenovo, Sony and LG have practiced this very well and leading on the sales front.
The dealers have to observe that the consumers add a lot of value for after sales and
service provided by the company while making a purchase decision. Today Management
of Customers’ relationship is assuming more and more importance and company cannot
afford to ignore this. Based on the above response, hp and Compaq, provide better
customer service as compared to others.
Kalaiselvi, K.T and Muruganandam, D(2013)19 made a study on, “Consumer Attitude
towards Promotional Schemes and Influence of Brand On Purchasing Home Appliances”,
points out that understanding the consumer attitude is an important part of the marketing
process to realize the challenges faced by marketers in comprehending the consumers’
mind. The marketers have to know why a buyer makes a purchase and the processes in the
mind of the buyer which influence him or her in buying different products or services.
Sales promotions are designed to have an immediate impact on sales. The main objective
of this study is to find the impact of promotional schemes on consumer attitude and to find
out the brand loyal consumers and also brand switchers of consumer home appliances only
because of promotional offers. The methodology adopted for the study was descriptive
research design. Sample size was 200. Statistical tools such as percentage analysis, chi-
square, ANOVA and Garrett’s Ranking were used for analysis. The results indicate that
whatever attractive promotional schemes may be, “BRAND NAME” plays a dominant role
in purchasing the home appliances. Maximum of the respondents have interest in some of
the promotional schemes such as price discount, exchange scheme, warranty, etc. It is

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concluded that whatever attractive promotional schemes may be, “BRAND NAME” plays
a dominant role in purchasing the home appliances. Maximum of the respondents have
interest in some of the promotional schemes such as price discount, exchange scheme,
warranty, etc. and also consumers prefer price discount as first, when compared to non-
price schemes. Most of the consumers in Erode city, Tamilnadu, India have replaced their
home appliances at Exchange offer period and also they are satisfied with the home
appliances, purchased at the time of offer period.
ParamanandDasar, Hundekar, S.G. and Mallikarjun Maradi(2013)20 made a study
entitled, “Consumer Behaviour on Consumer Durables With Reference To Bijapur
District”, which explains that consumer is the nerve centre of the modern marketing,
understanding his behaviour is quite essential for efficient and effective marketing
management. Customers may state their needs and wants, but act otherwise. They may not
be in touch with their deeper motivations. Indian consumer market is riding the crest of the
country’s economic boom. Driven by a young population with access to disposable
incomes and easy finance options, the consumer market has been throwing up staggering
figures. Marketing problem enhanced from the consumers’ behaviour has a greater degree
of similarity in behavioural problems relating to the consumer durables. Hence, the present
study has been chosen to identify and ascertain the impact of consumer behavior problems
on the marketing of consumer durables in the fast growing Bijapur District (Karnataka
State). The consumer behaviour in relating to consumer durables is strongly affected by
some economical, social, cultural and psychological factors; the research had been selected
for an intensive empirical survey of the various factors influencing the buyer’s behavior on
consumer durables in Bijapur District (Karnataka State).

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REFERENCES
1. V.M.Selvaraj (2005) in his article titled, “A Study on Consumer Behaviour towards Cell
Phone Users in Thoothukudi City”
2. Tarang Vaish (2006) observed that most of the customers are brand loyal. Total
Quality Management, 11 (7) pp. 869-883.
3. Lau et al. (2006). Brand loyalty towards certain Hair oil brands, 4thInternational 3d.
Maidenhead: McGraw-Hill, Maidenhead.
4. Jai Singh Parmar (2007) demographic factors that influence the use of cosmetics .49
(4), pp.662-687.
5. Bhawna Garg (2007) studied TV advertising had a deep impact on the mind of
consumers. Chicago: NTC Publishing.
6. Urvashi Makkar et al. (2007) Attitude towards herbal cosmetics 60 (4) pp. 7-18.
7. Vinith Kumar Nair et al (2007) factor influencing the purchase decision of the male
consumers. Austin,TX: Bard Press.
8. Ms.Yasmin Singaporewala (2008) Customer loyalty: How to earn it, How to keep
it. New York: Lexington Books.
9. Selvakumar, M and Jegatheesan, K(2012) A Study With Reference To Washing
Machines, Bitola.
10. Ratika Rastogia and Sonia Chaudhary(2012) Psychology and Buying Behavior
of Rural Consumers”, Bitola.
11. Dr.M.Arutselvi,(2012),A Study On Consumers Preference Towards Various Types Of
Britannia Biscuits In Kanchipuram Towns, 11 (7) , pp. 1-14.
12. Dr. Shendge (2012) A Comparative Study of Consumer Preference towards Cadbury
and Nestle Biscuit, Boston: Harvard Business Review, pp.311-324.
13. Janaki, P and Shanthi, P(2013) Marketing Stimuli in Purchase of Home
Appliances From Customer Perspectives. New York: Prentice Hall Press
14. Shahram Jenabi, Seyed Yahya Seyed Danesh and Minoo Yousefi(2013)
Examining the effect of Brand dimension. Total Quality Management, 12(1)
pp.111-125
15. Senthil Kumar, M.J and Sadeesh Kumar, K and Nagarajan, N.R(2013). A

18
Study on Consumer’s Attitudes towards Washing Machine,16(4) pp.76-95
16. Rajarajan, M and Priyanga, T (2013), Consumer Behavior Towards Selected
Household Appliances in Ramanathapuram District. Harvard Business Review,
pp.273-289
17. Vijayalakshmi, S and Mahalakshmi, V(2013), An impact of consumer buying
behavior in decision making process in purchase of electronic home appliances in
Chennai (India). Total Quality Management, 11 (7) pp. 815-832
18. Srinivasa Rao Kasisomayajula(2013) A Study on Customer Preference of LG
Lap-Top, Yosadev Press, Chennai.
19. Kalaiselvi, K.T and Muruganandam, D(2013), Consumer Attitude towards
Promotional Schemes and Influence of Brand On Purchasing Home Appliances,
Articles of Business, pp 13-23
20. ParamanandDasar, Hundekar, S.G. and Mallikarjun Maradi(2013), Consumer
Behaviour on Consumer Durables With Reference To Bijapur District, The Cromes
of India, pp 12-32

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CHAPTER- III

COMPANY PROFILE

COMPANY NAME : SMARTWAY INDUSTRIAL AUTOMATION

ESTABLISHED : 2012

MANAGING DIRECTOR : R.MAHESH KUMAR

NATURE OF BUSINESS : MANUFACTURING

FACTORY ADDRESS : No.110, M.R. Complex, Nehru Street,


Ram Nagar, Coimbatore – 641009.

NUMBERS OF EMPLOYEES : 15

TELEPHONE : 0422-427 2800

WEBSITE : www.smartwayia.in

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SMARTWAY INDUSTRIAL AUTOMATION , an embedded systems design house. It
was started with a vision to be a leading provider of technology expertise and solutions for the
converging world of information, media and communications. Since inception, while serving
national and international customers in diverse domains, Smartway Industrial Automation has
evolved into a company with a perfect blend of highly experienced and skilled technical teams in
software development and hardware design, which can churn out specifications to a complete
product or part of the product life cycle.

Vision

The world will have increasing number of highly optimized embedded computer devices that
would talk to each other and interact with human users to create an intelligent network of
embedded systems that dramatically increase the range of work-life options for humans and
eventually contribute to increased economic efficiency and prosperity for the global population.

Mission

Be a leading provider of technology platforms for accelerating the pace of software and systems
innovation.

Core Values

 Customer satisfaction with our solutions, products and services.


 Collaboration with our partners.
 The human spirit to experiment, to make mistakes and learn, and theorize and develop a
greater understanding of the world.
 Respect for knowledge.
 Team that is focused on delivering high quality solutions on time to customers.
 Personal integrity, intellectual agility and professional conduct.

CIRCUIT BREAKER

A circuit breaker is an automatically operated electrical switch designed to protect an electrical


circuit from damage caused by overload or short circuit. Its basic function is to detect a fault
condition and interrupt current flow. Unlike a fuse, which operates once and then must be

21
replaced, a circuit breaker can be reset (either manually or automatically) to resume normal
operation. When operated manually we see fatal electrical accidents to the line man are
increasing during the electric line repair due to the lack of communication and coordination
between the maintenance staff and the electric substation staff.

Nowadays, electrical accidents to the line man are increasing, while repairing the electrical lines
due to the lack of communication between the electrical substation and maintenance staff. This
project gives a solution to this problem to ensure line man safety. In this proposed system the
control (ON/OFF) of the electrical lines lies with line man. This project is arranged in such a way
that maintenance staff or line man has to enter the password to ON/OFF the electrical line. Now
if there is any fault in electrical line then line man will switch off the power supply to the line by
entering password and comfortably repair the electrical line, and after coming to the substation
line man switch on the supply to the particular line by entering the password.

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SWITCHES

An electrical switch is any device used to interrupt the flow of electrons in a circuit. Switches
are essentially binary devices: they are either completely on (“closed”) or completely off
(“open”). There are many different types of switches, and we will explore some of these types
in this chapter.

Though it may seem strange to cover this elementary electrical topic at such a late stage in this
book series, I do so because the chapters that follow explore an older realm of digital
technology based on mechanical switch contacts rather than solid-state gate circuits, and a
thorough understanding of switch types is necessary for the undertaking. Learning the function
of switch-based circuits at the same time that you learn about solid-state logic gates makes
both topics easier to grasp, and sets the stage for an enhanced learning experience in Boolean
algebra, the mathematics behind digital logic circuits.

The simplest type of switch is one where two electrical conductors are brought in contact with
each other by the motion of an actuating mechanism. Other switches are more complex,
containing electronic circuits able to turn on or off depending on some physical stimulus (such
as light or magnetic field) sensed. In any case, the final output of any switch will be (at least) a
pair of wire-connection terminals that will either be connected together by the switch’s
internal contact mechanism (“closed”), or not connected together (“open”).

Any switch designed to be operated by a person is generally called a hand switch, and they are
manufactured in several varieties:

23
Toggle switches are actuated by a lever angled in one of two or more positions. The common
light switch used in household wiring is an example of a toggle switch. Most toggle switches
will come to rest in any of their lever positions, while others have an internal spring
mechanism returning the lever to a certain normal position, allowing for what is called
“momentary” operation.

24
Pushbutton switches are two-position devices actuated with a button that is pressed and
released. Most pushbutton switches have an internal spring mechanism returning the button to
its “out,” or “un pressed,” position, for momentary operation. Some pushbutton switches will
latch alternately on or off with every push of the button. Other pushbutton switches will stay in
their “in,” or “pressed,” position until the button is pulled back out. This last type of push
button switches usually have a mushroom-shaped button for easy push-pull action.

25
Selector switches are actuated with a rotary knob or lever of some sort to select one of two or
more positions. Like the toggle switch, selector switches can either rest in any of their
positions or contain spring-return mechanisms for momentary operation.

26
A joystick switch is actuated by a lever free to move in more than one axis of motion. One or
more of several switch contact mechanisms are actuated depending on which way the lever is
pushed, and sometimes by how far it is pushed. The circle-and-dot notation on the switch
symbol represents the direction of joystick lever motion required to actuate the contact.
Joystick hand switches are commonly used for crane and robot control.

Some switches are specifically designed to be operated by the motion of a machine rather than
by the hand of a human operator. These motion-operated switches are commonly called limit
switches, because they are often used to limit the motion of a machine by turning off the
actuating power to a component if it moves too far. As with hand switches, limit switches
come in several varieties:

27
These limit switches closely resemble rugged toggle or selector hand switches fitted with a
lever pushed by the machine part. Often, the levers are tipped with a small roller bearing,
preventing the lever from being worn off by repeated contact with the machine part.

28
Proximity switches sense the approach of a metallic machine part either by a magnetic or high-
frequency electromagnetic field. Simple proximity switches use a permanent magnet to actuate
a sealed switch mechanism whenever the machine part gets close (typically 1 inch or less).
More complex proximity switches work like a metal detector, energizing a coil of wire with a
high-frequency current, and electronically monitoring the magnitude of that current. If a
metallic part (not necessarily magnetic) gets close enough to the coil, the current will increase,
and trip the monitoring circuit. The symbol shown here for the proximity switch is of the
electronic variety, as indicated by the diamond-shaped box surrounding the switch. A non-
electronic proximity switch would use the same symbol as the lever-actuated limit switch.

Another form of proximity switch is the optical switch, comprised of a light source and
photocell. Machine position is detected by either the interruption or reflection of a light beam.
Optical switches are also useful in safety applications, where beams of light can be used to
detect personnel entry into a dangerous area.

In many industrial processes, it is necessary to monitor various physical quantities with


switches. Such switches can be used to sound alarms, indicating that a process variable has
exceeded normal parameters, or they can be used to shut down processes or equipment if those
variables have reached dangerous or destructive levels.

29
ATM SECURITY

Now a days, there is no proper security for ATM machines. Robbery of the ATM machines
has been increased widely. By using the existed technology ATM machines are not safe in
order to provide proper security for money. So it is proposed a new technology which can
overcome this problem. Vibration detection sensors, microcontroller and GSM modem are
used here to make up the problem. Presently the ATM machines have only one security
system. It only provides security to the entrance door itself, by placing ATM card detectors
near the door. This technology exists in Few ATM centers only. It Provides security for the
ATM machine itself. When the attacker try to damage the ATM machine vibration detection
sensors gets activated. A message is passed to the nearby police stations with the help of GSM
modem.

30
CHAPTER – IV

ANALYSIS AND INTERPRETATION

TABLE 4.1
TABLE SHOWING GENDER OF THE RESPONDENTS
S.No GENDER No. OF PERCENTAGE
RESPONDENTS
1 Male 72 60

2 Female 48 40

Total 120 100

INTREPRETATION

The analysis shows that, 60percentage of the respondents were Male and 40 percentage
of the respondents were Female.

It is inferred that, 60percentage of the respondents are Male.

31
CHART SHOWING GENDER OF THE
RESPONDENTS
CHART 4.1.1

Male
Female

32
TABLE 4.2
TABLE SHOWING AGE OF THE RESPONDENTS
S.No AGE No. OF PERCENTAGE
RESPONDENTS
1 Below 25 46 38

2 26 – 35 50 42

3 35 – 45 17 14

4 Above 45 7 6

Total 120 100

INTREPRETATION

From the above table, it shows that, 42 percentage of the respondents belong to the age
group 26 - 35, 38 percentage of them were below 25, 14 percentage belong to the age group
35-45, only 6 percentage of the respondents were above 45.

It is inferred that, (42percentage) of the respondents belong to the age group 26-35.

33
CHART SHOWING AGE OF THE RESPONDENTS
CHART 4.2.1

45
40
35
30
25
20
15
10
5
0
Below 25 26 – 35 35 – 45 Above 45

34
TABLE 4.3

TABLE SHOWING MARITAL STATUS OF CUSTOMERS

S. No MARITAL No. OF PERCENTAGE


STATUS RESPONDENTS
1 Single 40 33

2 Married 80 67

Total 120 100

INTREPRETATION

From the above table, it shows that, 33 percentage of the respondents were single,
67 percentage of the respondents were Married.

It inferred that (67percentage) of the respondents were Married.

35
CHART SHOWING MARITAL STATUS OF CUSTOMERS
CHART 4.3.1

Single
Married

36
TABLE 4.4

TABLE SHOWING OCCUPATION OF THE RESPONDENTS

S.No OCCUPATION No. OF PERCENTAGE


RESPONDENTS
1 Professional 17 14

2 Business 36 30

3 Employee 41 34

4 Student 26 22

Total 120 100

INTREPRETATION

From the above table, it shows that, 34 percentage of the respondents were employee, 30
percentage of the respondents were Business People, 22 percentage of the respondents were
students and 14 percentage of the respondents were professional.

It inferred that (34percentage) of the respondents were employees.

37
CHART SHOWING OCCUPATION OF THE RESPONDENTS
CHART 4.4.1
40

35

30

25

20

15

10

0
Professional Business Employee Student

38
TABLE 4.5

TABLE SHOWING GROSS ANNUAL INCOME OF CUSTOMERS

S. No ANNUAL No. OF PERCENTAGE


INCOME RESPONDENTS
1 Less than 4 Lakhs 52 43

2 4-5 Lakhs 32 27

3 5-7 Lakhs 32 27

4 Above 7 Lakhs 4 3

Total 120 100

INTREPRETATION

From the above table, it shows that, 43percentage of the respondents were earning below
4 lakhs, 27percentage of the respondents were earning 4-5 lakhs, 27percentage of the
respondents were earning 5-7 lakhs and 3percentage of the respondents were earning above 7
lakhs.

It inferred that (43percentage) of the respondents were earning below 4 lakhs.

39
CHART SHOWING GROSS ANNUAL INCOME
CHART 4.5.1

45

40

35

30

25

20

15

10

0
Less than 4 Lacs 4-5 Lacs 5-7 Lacs Above 7 Lacs

40
TABLE 4.6

TABLE SHOWING THE CUSTOMERS WHO PAY TAX

S. No TAX PAYERS OR No. OF PERCENTAGE


NOT RESPONDENTS
1 Yes 96 80

2 No 24 20

Total 120 100

INTREPRETATION

From the above table, it shows that, 80 percentage of the respondents were tax payers, 20
percentage of the respondents were non tax payers,

It inferred that (80percentage) of the respondents were tax payers.

41
CHART SHOWING THE CUSTOMERS WHO PAY TAX
CHART 4.6.1

80

70

60

50

40

30

20

10

0
Yes No

42
TABLE 4.7

TABLE SHOWING THE PRODUCTS BUYED BY CUSTOMERS THROUGH ONLINE

S. No TYPE OF No. OF PERCENTAGE


PRODUCT RESPONDENTS
1 Jewel 20 17

2 Textiles 24 20

3 Gift Articles 12 10

4 Books/ CD’S 16 13

5 Electronic Goods 48 40

Total 120 100

INTREPRETATION

From the above table, it shows that, 20 percentage of the respondents were buying Jewel,
24 percentage of the respondents were Buying Textiles, 12 percentage of the respondents were
buying Gift’s, 16 percentage of the respondents were buying books and 48 percentage of
people were buying Electronic Goods.

It inferred that 48 percentage of the respondents were buying Electronic Goods.

43
CHART SHOWING THE PRODUCTS BUYED BY CUSTOMERS
THROUGH ONLINE
CHART 4.7.1

Electronic Goods

Books/ CD’S

Gift Articles

Textiles

Jewel

0 5 10 15 20 25 30 35 40

44
TABLE 4.8

TABLE SHOWING THE DURATION OF ONLINE SHOPPING BY CUSTOMERS

S. No DURATION No. OF PERCENTAGE


RESPONDENTS
1 Once in 10 days 28 23

2 Once in a month 56 47

3 Once in 6 months 24 20

4 Once in a year 12 10

Total 120 100

INTREPRETATION

From the above table, it shows that, 23 percentage of the respondents were buying once
in 10 days, 47 percentage of the respondents were buying once in a month, 24 percentage of the
respondents were buying once in 6 months and 12 percentage of the respondents were buying
once in a year.

It inferred that (47percentage) of the respondents were buying once in a month.

45
CHART SHOWING DURATION OF ONLINE SHOPPING BY
CUSTOMERS
CHART 4.8.1
50

45

40

35

30

25

20

15

10

0
Once in 10 days Once in a month Once in 6 months Once in a year

46
TABLE 4.9

TABLE SHOWING VALUE OF ELECTRONIC PRODUCTS PURCHASED BY


CUSTOMERS

S. No VALUE OF No. OF PERCENTAGE


PRODUCTS RESPONDENTS
1 Below Rs.5,000 40 33

2 Rs.5,000- Rs.25,000 48 40

3 Rs.25,000- Rs.50,000 8 7

4 Rs.50,000- 12 10
Rs.1,00,000
5 Above Rs.1,00,000 12 10

Total 120 100

INTREPRETATION

From the above table, it shows that, 33 percentage of the respondents were buying
below Rs.5,000, 40 percentage of the respondents were Buying between Rs.5,000- Rs.25,000,
7 percentage of the respondents were buying between Rs.25,000- Rs.50,000, 10 percentage of
the respondents were buying between Rs.50,000- Rs.1,00,000 and 12 percentage of people were
buying Above Rs.1,00,000.

It inferred that (40percentage) of the respondents were buying between Rs.5,000-


Rs.25,000.

47
CHART SHOWING THE VALUE OF ELECTRONIC PRODUCTS
PURCHASED BY CUSTOMERS
CHART 4.9.1

40

35

30

25

20 Percentage

15

10

0
Below Rs.5,000- Rs.25,000- Rs.50,000- Above
Rs.5,000 Rs.25,000 Rs.50,000 Rs.1,00,000 Rs.1,00,000

48
TABLE 4.10
TABLE SHOWING THE REASONS OF RESPONDENTS PURCHASING
ELECTRONIC PRODUCTS THROUGH ONLINE

S.NO REASON 1 2 3 4 5 6 7 8 9 10 TOTAL

6 11 12 7 10 8 9 12 20 5 100

1 Security 7 13 15 8 12 10 11 14 24 6 120

11 12 7 10 8 9 12 20 5 6 100

Ease of
2 usage 13 15 8 12 10 11 14 24 6 7 120

12 7 10 8 9 12 20 5 6 11 100

3 Speed 15 8 12 10 11 14 24 6 7 13 120

7 10 8 9 12 20 5 6 11 12 100

4 Reliability 8 12 10 11 14 24 6 7 13 15 120

10 8 9 12 20 5 6 11 12 7 100

5 Deals 12 10 11 14 24 6 7 13 15 8 120

8 9 12 20 5 6 11 12 7 10 100

6 Gathering 10 11 14 24 6 7 13 15 8 12 120

9 12 20 5 6 11 12 7 10 8 100

Wide
7 Range 11 14 24 6 7 13 15 8 12 10 120

12 20 5 6 11 12 7 10 8 9 100

Easy
8 Payment 14 24 6 7 13 15 8 12 10 11 120

20 5 6 11 12 7 10 8 9 12 100

Quick
9 Delivery 24 6 7 13 15 8 12 10 11 14 120

5 6 11 12 7 10 8 9 12 20 100

Global
10 Market 6 7 13 15 8 12 10 11 14 24 120

49
CHART SHOWING REASONS OF RESPONDENTS PURCHASING
ELECTRONIC PRODUCTS THROUGH ONLINE
CHART 4.10.1

5 6

11

20 Security
Ease of usage
Speed
Realaibility
12
Deals
Gathering
Wide Range
Easy Payment
12
7 Quick Delivery
Global Market

9 10

50
TABLE 4.11

TABLE SHOWING DEGREES OF AGREEMENT OF CUSTOMER SATISFACTION


THROUGH ONLINE SHOPPING

S.NO STATEMENT STRONGLY AGREE NEUTRAL DIS STRONGLY PERCEN


AGREE AGREE DISAGREE -TAGE
1 Clear 27 29 15 24 5 100%
Instructions
Displayed
30 42 17 26 5 120
2 Required 36 25 7 27 4 100%
Information
40 28 8 30 14 120
3 Product 12 34 13 36 5 100%
Selection Is
Easy/
Enjoyable
13 47 14 40 6 120
4 Payment 18 23 23 32 5 100%
Process Is
Simple
20 27 25 43 5 120
5 Electronic 14 39 5 34 9 100%
Payment
System
15 43 5 37 20 120

51
. INTERPRETATION:

The table shows that, inference as follows:

 27 percentage of the respondents strongly agree that they have statement on Clear
Instructions Displayed.
 36 percentage of the respondents strongly agree that they have statement on required
information.
 36 percentage of the respondents disagree that they have statement on Product Selection
Is Easy/ Enjoyable.
 32 percentage of the respondents disagree that they have statement on Payment Process Is
Simple.
 39 percentage of the respondents agree that they have statement on Electronic Payment
System.

52
CHART SHOWING DEGREES OF AGREEMENT OF CUSTOMER SATISFACTION
THROUGH ONLINE SHOPPING

CHART 4.11.1

40

35

30 Clear Instructions Displayed

25 Required Information

20 Product Selection Is Easy/


Enjoyable
15
Payment Process Is Simple
10
Electronic Payment System
5

0
Strongly Agree Neutral Disagree Strongly
Agree Disagree

53
TABLE 4.12
TABLE SHOWING DEGREES OF CUSTOMER SATISFACTION

S.NO STATEMENT STRONGLY AGREE NEUTRAL DIS STRONGLY PERCEN-


AGREE AGREE DISAGREE TAGE
1 Safety of 36 25 7 27 4 100%
Personal
Information
40 28 8 30 14 120
2 Correct 12 34 13 36 5 100%
Delivery
13 47 14 40 6 120
3 Refund 27 29 15 24 5 100%

30 42 17 26 5 120
4 Product Prices 14 39 5 34 9 100%

15 43 5 37 20 120
5 Replacement 18 23 23 32 5 100%

20 27 25 43 5 120

. INTERPRETATION:

The table shows that, inference as follows:

 36 percentage of the respondents strongly agree that they have statement on Safety of
Personal Information.
 36 percentage of the respondents disagree that they have statement on correct delivery.
 29 percentage of the respondents agree that they have statement on refund.
 39 percentage of the respondents agree that they have statement on product prices.
 32 percentage of the respondents disagree that they have statement on replacement.

54
CHART SHOWING DEGREES OF CUSTOMER SATISFACTION
CHART 4.12.1

40

35

30

25 Safety of Personal Information


Correct Delivery
20
Refund

15 Product Prices
Replacement
10

0
Strongly Agree Neutral Disagree Strongly
Agree Disagree

55
TABLE 4.13
TABLE SHOWING CUSTOMER SATISFACTION THROUGH ONLINE
BUYING

S.NO STATEMENT STRONGLY AGREE NEUTRAL DISAGREE STRONGLY PERCENTAGE


AGREE DISAGREE
1 Satisfaction 27 29 15 24 5 100%

30 42 17 26 5 120

2 Quality of 36 25 7 27 4 100%
service
40 28 8 30 14 120

3 Recommend 14 39 5 34 9 100%

15 43 5 37 20 120

4 Repurchase 12 34 13 36 5 100%

13 47 14 40 6 120

. INTERPRETATION:

The table shows that, inference as follows:

 29 percentage of the respondents agree that they have statement on satisfaction.


 36 percentage of the respondents strongly agree that they have statement on quality of
service.
 39 percentage of the respondents agree that they have statement on Recommended.
 36 percentage of the respondents disagree that they have statement on repurchase.

56
CHART SHOWING CUSTOMER SATISFACTION THROUGH ONLINE
BUYING
CHART 4.13.1

40

35

30

25
Satisfaction
20 Quality of service
Recommend
15 Repurchase

10

0
Strongly Agree Neutral Disagree Strongly
Agree Disagree

57
Table 4.14

Calculation of Chi-Square Test

Null hypothesis:

Ho- There is no significance in customer satisfaction through online shopping.

Alternative hypothesis:

HA- There is significance in customer satisfaction through online shopping.

TABLE SHOWING CUSTOMER SATISFACTION THROUGH ONLINE SHOPPNG

S. No PARTICULARS OBSERVED EXPECTED OIJ-EIJ (OIJ-


FREQUENCY FREQUENCY EIJ)2

1 Highly Satisfied 30 26 4 16

2 Satisfied 42 26 16 256

3 Neutral 17 26 -9 81

4 Dissatisfied 26 26 0 0

5 Highly 5 4 -21 441


Dissatisfied

Total 794

58
We have assumed expected frequency as 26.

∑(Oij−Eij)2
X2 = Eij

794
X2 = = 30.5
26

The Calculated value is 30.5

The Degrees of freedom = n-1

= 5-1 = 4
The 4 Degrees of freedom at 5percentage level of significance is 9.48 and the calculated value is
30.5. Therefore , the calculated value is higher than table value , thus Null Hypothesis is rejected
and Alternative Hypothesis is accepted.

59
TABLE 4.15

Null hypothesis:

Ho- There is no relationship between payment process and value of purchases.

Alternative hypothesis:

Ha- There is a relationship between payment process and value of purchases.

TABLE SHOWING PAYMENT PROCESS AND VALUE OF PURCHASE

Payment Value of purchase Total


process Less than Rs.10000- Rs.25000- Rs.50000- Above
Rs.5000 Rs.25000 Rs.50000 Rs.100000 Rs.100000
Strongly 10 5 2 1 2 20
agree
Agree 7 10 2 4 4 27
Neutral 12 6 1 4 2 25
Disagree 10 26 2 2 3 43

Strongly 1 1 1 1 1 5
disagree
Total 40 48 8 12 12 120

Calculation of expected frequency:

Row total × Column total/Grand total.

60
Calculation of test analysis

OBSERVED EXPECTED O–E (O-E)2 (O-E)2/E


FREQUENCY FREQUENCY
(O) (E)
10 6.67 3.33 11 1.65
7 9 2 4 0.44
12 8.33 3.67 13.47 1.56
10 14.33 4.33 18.75 1.31
1 1.67 0.67 0.45 0.27
5 8 3 9 1.13
10 10.8 0.8 0.64 0.06
6 10 4 16 1.6
26 17.2 8.8 77.44 4.50
1 2 1 1 0.5
2 1.33 0.67 0.44 0.33
2 1.8 0.2 0.04 0.02
1 1.67 0.67 0.44 0.26
2 2.87 0.87 0.75 0.26
1 0.33 0.67 0.44 1.33
1 2 1 1 0.5
4 2.7 1.3 1.69 0.62
4 2.5 1.5 2.25 0.9
2 4.3 2.3 5.29 1.23
1 0.5 0.5 0.25 0.5
2 2 0 0 0
4 2.7 1.3 1.69 0.62
2 2.5 0.5 0.25 0.1
3 4.3 1.3 1.69 0.39
1 0.5 0.5 0.25 0.5
Calculated value 20.58

61
The degrees of freedom

X2 = (r-1) (c-1)

= (5-1) (5-1)

4×4 = 16

The 16 degrees of freedom at 5% level of significant, the table value is 26.296. Since the
calculated value is 20.58 and is less than the table value, hence null hypothesis is accepted i.e.,
there is no significant relationship between payment process and value of purchases. And the
alternative hypothesis is rejected.

62
CHAPTER 5

FINDINGS, SUGGESTION AND CONCLUSION

FINDINGS

 It is inferred that, 60percentage of the respondents are Male.


 It is inferred that, 42percentage of the respondents belong to the age group 26-35
 It inferred that 67percentage of the respondents were Married.
 It inferred that 34percentage of the respondents were employees.
 It inferred that 43percentage of the respondents were earning below 4 lakhs.
 It inferred that 80percentage of the respondents were tax payers.
 It inferred that 48percentage of the respondents were buying Electronic Goods.
 It inferred that 47percentage of the respondents were buying once in a month.
 It inferred that 40percentage of the respondents were buying between Rs.5,000-
Rs.25,000.
 It inferred that 27percentage of the respondents strongly agree that they have statement
on Clear Instructions Displayed.
 It inferred that 36percentage of the respondents strongly agree that they have statement
on required information.
 It inferred that 36percentage of the respondents disagree that they have statement on
Product Selection Is Easy/ Enjoyable.
 It inferred that 32percentage of the respondents disagree that they have statement on
Payment Process Is Simple.
 It inferred that 39percentage of the respondents agree that they have statement on
Electronic Payment System.
 It inferred that 36percentage of the respondents strongly agree that they have statement
on Safety of Personal Information.
 It inferred that 36percentage of the respondents disagree that they have statement on
correct delivery.
 It inferred that 29percentage of the respondents agree that they have statement on refund.
 It inferred that 39percentage of the respondents agree that they have statement on product
prices.

63
 It inferred that 32percentage of the respondents disagree that they have statement on
replacement.
 It inferred that 29percentage of the respondents agree that they have statement on
satisfaction.
 It inferred that 36percentage of the respondents strongly agree that they have statement
on quality of service.
 It inferred that 39percentage of the respondents agree that they have statement on
Recommended.
 It inferred that 36percentage of the respondents disagree that they have statement on
repurchase.

CHI- SQUARE

 There is significance in customer satisfaction through online shopping.


 There is no significance relationship between payment process and value of
purchases.

64
SUGGESTIONS

 Company should improve/upgrades its customer’s product knowledge, market situation,


and its competitor’s knowledge by giving proper training to employee.
 The Company should not only concentrate on the customer satisfaction but also the
company led to monitor their competitor’s performance in their areas of operations.
 The Company should make changes according to the other competitors & according to
the customer’s expectations.
 The company should keep in mind the need of young generation.

65
CONCLUSION

Smartway Industrial Automation has to come up with more innovative promotional campaigns in
order to gain more consumers. Since, most of the respondents are expressed a position note on
factors like company image, price and perfection. It is indeed the manufacturer’s duty to
maintain the above factors at the same time with a view to retained and the top of the market.
Because all the electronic products are in need of above three qualifications to survive in the
market. Smartway Industrial Automation is having above three with a good reputation. Even
though consumers are looking for a better one. We hope that Smartway will make it. Customer
satisfaction index is a good tool to make improvements in the products and services of the
company and therefore should utilize carefully and kept as confidential as possible.

66
BIBLIOGRAPHY

1) Marketing management (11th edition)-Philip kotler

2) Promotion management —S.A.Chunawalla (1998)-Himalaya publishing house

3) Advertising and sales promotion- S.A.Chunawalla (2005)-Himalaya publishing house

4) Indian Journal of marketing-(2007)

5) Research methodology —C.R.Kothari (2002) —New age international publishers

6) Ken Kasar (2012) Principle and practices of sales promotion (edition 3) No.6
7) Dr. Sc. Almira Curri-Mehmeti (2015) Communication and relationship management (Vol.7)
Pg. No 77.

8) A'dillah Mustafa (2015) Digital marketing system in Malaysia (Vol no. 10)
9) Intan Nurbaizura Zainuddin (2015) Effect of digital marketing pg. No. 57

10) Muhamad Faizal Abd Aziz (2015) Web 2.0 in business promotions.

Websites

wwwlicindia.com,

www.irda.com.

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