PREFACE

After the Second World War the markets have gone through a transition, from the

conventional seller marker it has transformed into a buyer’s market. These were a time

when products were made without considering the consumer need. Now the time has

changed market have realized that the products can be sold best if they satisfy consumer’s

needs. This need can be an existing one or a created one .

In this project we have tried to analyze the After Sales Service of the consumer. We have

also tried to give the various advantages that the good after sales service can made a

consumer satisfied. Ours study is being done with reference to Videocon Ltd. One of the

leading electronic durable manufacturers.

1
INTRODUCTION

2
 INTRODUCTION

Consumer durable industry is one of the most lucrative and fast growing industries. The
Indian economy witnesses a proliferation of global companies in the National scene.
Liberalization of Indian economy coupled with the media explosion ushered in a new era
of consumerism. Increased purchasing power and a fluid taste led to the creation of
budding consumer durable market. The growth rates were as high as 22% in the white
goods segment compared to a merely 2-3%growth in the European and American market.

Consumer durable industry scenario in India is a totally different from what it was one-
decade back. Consumer industry scenario in India is totally different from what it is in
European countries. Demand in developed countries is many constituted by replacement
demand white goods market in India was dominated by indigenous industrial houses like
Videocon, BPL, Onida, Kelvinator, Goderej and many other, but the entrance of
multinational in Indian market because of opening up of Indian economy gave these
companies a big blow. MNC’s that are gaining the good market share are Samsung, LG,
Daewoo, and Electrolux.
Indian consumer durable industry is growing and at an over all 12-13%. if we consume
each product individually, the color television market has shown a growth rate of 25 % .
Refrigerator market is growing at a rate of 8-10 % .the reason for high growth rate in
color television market is the now a days TV is not used as a source of entertainment but
also a source of knowledge and education. The entire factor, act as accelerator for the
economy. If we take the case of Air conditioners, today air conditioner is not only refer to
a cooling machine but also an air fresher. In portion to growing incidence of working
couple, refrigerator is gaining significance, more and more as an instrument to store and
recycled the readymade victuals. In spite of many value added services that are being
offered by most of brand, the refrigerator market is still biting the dust. Refrigerators
market stood at 2.2million in years 2003 and 2.15 in 2005.and is expected than in 2006-
2007 refrigerators market will be 2.25 million units.

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Washing machines market is showing the growth rate of 20-25%. Washing machines
market of 1.05million units in the year 2005 and in the year 2006 it is expected to be 1.34
million units, washing machines market is dominated by the Rs 2600 crores Videocon,
Rs 792.42 crores Whirlpool, Rs.2108 crores BPL and the Rs 278.24 crores IFB
Electrolux, Samsung, LG, Daewoo are the new entrant and gaining sales very rapidly
specially Electrolux.
Electronics is the fastest growing industry in India, in the liberalized economic scenario,
electronics has entered in every walk to of our life’s and has enchanted the quality of life
that is enjoyed by our consumer India is no longer a country, a market where the
consumer has to realized almost entirely on the influx of smuggled electronics items to
satisfied its need. The Indian electronic industry has through up competitive player who
are not only able to cater to the desires of the Indian consumer successfully, but have also
emerged as very successful exporter of electronic woods to the rest of the world. This has
all happened in the last twenty-year or so. A couple of decade ago, no body in his widest
dreamed could have ever imagines that consumer goods bearing Indian brands, built up
assiduously by Indian companies would come to dominate Indian industry. There could
have been two reasons for so little faith in Indian goods. Firstly, the Indian pubic
unhidden groups like BPL, Videocon, and Onida, that Indian brands now dominate the
markets. These corporate houses have upset the apple chart of foreign companies by
establishing consumer durable manufacturing companies than thane not only consistently
produces superior products but have also aerate in a very short span, brand equities
capable of taking on international brands. That is, the Indian consumer perception of
bands originating in his own back yard has evolved from one of shame to one of trust
pride, identification, all of which trance late into patronage /or achievement of a
companies core business objective.
The electronic industry is one of the bedrocks of the global industrial development. The
electronic industry was for long the domain of first world economics. The 160’s saw a
shift, which Japan emergence. Subsequently Hong Cong, South Korea, Taiwan and
Singapore, then Brazil, India and Mexico follow late but China, Indonesia, Malaysia,
Philippines and Thailand had entered the fray.

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The output of the global electronics is expected to reach $ 1.3 Trillion by the 2006. The
Indian electronics industry currently accounts for approximatelly 1.1% share of the world
output. More specifically, in the television manufacturing, which accounts for the a major
chunk of all consumer electronics in India we account for the major 2% of the world
color television production and 33% of the black and white television production/ with
the market of the black and white television ordinarily witnessing a negative growth.
These pails in comparison to other Asian countries.
After economic liberalization our country lowered entry barrier and brought global companies
into the countries market place, it was realized that the core of the corporate world must change,
to focus the first time ever in India, on the consumer and to stop chasing revenues, profit and
market share, which will flow only from new consumer competent. Forget to, forever, the silent
consumer who, before of alternatives, uncomplainingly bought whatever products were available
.in today’s and tomorrow new unforgiving market place it is the choice/empowered the consumer
who will decide the fate of the corporation and competition global quality and new economic
reality are comprising to limit the success only companies that are focused completely on their
consumer. For only these companies and continuously monitor and meet changing consumer
needs: stream line process” cut costs and restructure form for quicker response to the consumer
demands. All of which will add up to and unmatched competitive edge, enabiling them to
conquer tomorrow’s market place today. However, the consumer and spending wisely not
indiscriminately.

5
COMPANY
PROFILE

6
 COMPANY PROFILE

A man of ideas, man of substance, man of vision. Shri Nanalal Doot , the founder of the
Videocon group ,completed his education in Ahmadnagar ,Pune in Maharastra India. A
successful sugarcane and cotton grower .he boldly ventured forth and imported
machinery from Europe setting up the Gangapur Shakkar Karkhana (Sugar mill) in 1995
at the time when the village had no electricity, there by unleashing an industrial
revolution.

The die was cast. Over the years, Nandalaji pioneered spirit found expression in the
myriad ways, earning him the well-deserved reputation of the industrial activities of
Maharathwada, India.

In early 80’s Nandalal initiated his three sons – Venugopal, Rajkumar and Pradeep into
the business. Through a technical tie- up with Toshiba corporation of Japan, he launched
India’s first world class color Television, Videocon Today, Videocon Ltd. Is a
households name across the nation – Indian No 1 brand of consumer electronics and
home appliances, trusted by all over 50 million people to improve their quality of life.

Corporate Overview
The Videocon Ltd. is committed to create a better quality of people and furthering the
interest of societies by being a responsible corporate citizen.

Creating happiness
We will bring the happiness into every home, offering high quality consumers durables at
affordable price spreading the culture of convenience, entertainment and comport, far and
wide.

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Achieving Progress.
We will pursue the innovative technologies in the field of energy and electronics, create
products and services that will improve the quality of life realize the goals of the world
community and protect the environment.

Sustaining growth
We will be a source of pride to our business associates by ensuring mutual prosperity and
growth the implementation of forward –looking corporate strategies, aimed at identifying
the opportunities and responding intelligently to the dynamic of change

Perusing excellence
We will provide a collective environment for enabling our employees to develop their
potential ands makes as significant contribution to the Group’s success.
In 1985, though a technical tie- up with Toshiba Corporation of Japan, Videocon
international limited launched India’s first world-class color television. Today, Videocon
International limited, the flag ship company of the Videocon Group, is India’s leading
manufacturer of the consumer durables electronics products. Fired by the passion for the
innovation, Videocon has kept pace with the changing face of technology, constantly
upgrading its manufacturing facilities to incorporate advance technology and high
standards of quality into its product range, right across the spectrum.

Technology with a Heart

Committed to giving the customer the best the world has to offer, Videocon has
developed near zero wastage technology, which helps reduce the manufacturing cist by
optimizing material inputs. Coupled with quality consciousness at every stage the
customer benefits enormously by getting the premium product at the affordable price.

The company currently manufactures Color Televisions, black and White Televisions
Audio appliances like music systems, speakers, washing machines etc. .At its modern
plant at Citegaon and Aurangabad, the company has also undertaken complete backward

8
integration to manufactures all the critical important components of its product, such as
Electronic Tuners, FBT’s , ATDM’s and Deflection yokes , there by reducing the cost ,
ensuring quality control and becoming vertically integrated. It has set up a unit at
Gandhinagar in Gujarat for manufacturing Black and White Televisions pictures tubes.

The Sound of Excellence.

Videocon products are of a sophisticated range of Home Audio Systems, Stereo Radio,
Recorders and personnel Stereos, as well the contemporary international range of
Kenwood digital Hi-Fi Systems.

First with the best.

Continuous up gradation and indigenous manufacturing has been and continues to be the
integral part of the company’s s philosophy. Perceived as an innovator in its field,
Videocon has notched up many exciting firsts, by exploring the world’s advance
technologies. In color televisions. Videocon is the first company to introduce Picture –in
– Picture, Turbo sound, surround sound, larger screen size, the full flats square tubes,
Bazooka technology and the freedom series: affordable high quality range of the products
of color Televisions for the price conscious customers.

Global Ambition.
Looking beyond India, Videocon is now a global player, acknowledged by the world .it is
the first Indian company to win the prestigious CE approval foe exporting its televisions
in Europe. Videocon is now entering the world market with its operations in the Middle
East, Europe, Indonesia, and South Africa.
Videocon Narmada Glass (VNG): a division of Videocon international Group ltd. has the
distinction of having set up India’s first plant for the manufacturing of the Glass Shells
for Color television Picture tubes, in technical collaboration with Techneglas Inc., USA
(for mainly known as OI-NEG TV Products Inc., USA) world leader in manufacturing
the glass Shells Technology.

9
The projects in1990, when the then prime Minister of India, late Shri Rajiv Gandhi, Laid
the foundation stone for the project. The Videocon group, with the objectives of
backward integration, joined hands with Gujrat Narmada Valley Fertilizers Ltd., (GNFC)
for the implementation of its 100%, import substitution project the largest investment 450
crores in the electronic component industry in India. The Plant with the installed annual
capacity of 1.7 million gas shells for the color picture tubes and 0,25 million gas tube
bulbs for black and white color televisions, and Monochrome Monitor Tubes, is located
at the Village Chavai, District Bharuch, Gujarat

The heights of success.

Videocon group has some remarkable achievements to its credit, starting with the
successful absorption of sophisticated technology from Techneglas Inc.,USA . The Color
television glass shells manufactured by Videocon are with par with the international
standards and the picture tube made with VNG glass has already received VDE approval.
The facilities include a state-of-the-art tool Room and Mould Shop to manufacture and
maintain its mould requirement. Having successfully established its 20 VIDEOCON,
19V, 23V Color televisions glass parts, Videocon has now developed the 20V 2R the
latest models.

A Picture Perfect Future.:-

Till 1994 Indian manufactures of the color television picture tubes were improving their
glass shells. Videocon group has replaced these imports, thereby saving almost 200
Crores of previous foreign Exchange every year.
Videocon group has now surpassed the norms of performance guarantee by the
collaborator, Techneglas Incorporation, USA and its operation the plant with 150%
capacity utilization- with efficiencies exceeding international standards. Where fields of
sugarcane grow tall and proud. Where bushes of cotton bud bloom. Where tourist-famous
caves of Ajanta and Ellora.
Where India’s No.1 Customer electronics and home Appliances take shape, To take
Million Into a better, brighter future. This is Marathwada, India where the Doot family
launched Videocon International Limited 1984, with the avoid purpose of producing

10
world-class color televisions through the technical tie-up with Toshiba corporation of
Japan. Within a decade, Videocon emerged as television and continues to dominate this
highly competitive market.
The leader innovates. The leader forges ahead. The leader brakes new ground.
Harnessing the advance technology, relentlessly pursuing quality to achieve various
international standards of Quality control, braking through time and again, with
innovative products for a better life.

Profile Of Leadership.
Futuristic neurons fuzzy logic washing machines, User –Fridley-no-frost refrigerator. The
very latest music system. the most sophisticated Color television and VCR’s. High teck
air conditioners, Videocon today is a multi-facilitated group with nine states of the art
manufacturing facilities all over India highly qualified engineers trained in Japan backed
by 6500 technical and support staff, work together imposed unison to produce India’s
leading branch of consumer electronic products and home appliances .

Leadership Through People.

Videocon lays grate emphasis on the training and development of its work force
providing every opportunities for growth and advancement including training stints
overseas .

From Electronics To Energy- The Heart Of Nation

1995 was a landmark for Videocon . it clearly reformed its leadership in color
televisions , Black and White TV’s ,VCR’s and VCP’s washing machines as well as N-
Frost Refrigerators ,then Videocon began to reach out to the core. To industries at the
hearty of nation petroleum,power,construction and housuing,leading India into the future
with confidence ,with determination ,with a commitment to excellence , routed in the
pioneering the vision of the path breaker.

11
CUSTOMER
SATISFACTION

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 CUSTOMER SATISFACTION

The word satisfaction comes from the Latin word “satis” (Enough) and faction (to do or
make). These words suggest the true meaning of Satisfaction, which is fulfillment.
Managerially, fulfillment usually translate to solving problem and satisfy the customer is
not enough to produce high level of customer loyalty, business needs to move beyond
more satisfaction, to customer delight.

The Purpose Of the Business:

Peter F. Drucker considered to be one of the leading management gurus in the world,
believes that the purpose of business to relate and them retain the satisfied customer.
Although the firm has to make the money, Drucker argues that making money is a
necessity and does not a purpose. It is in fact, the end result a desirable out come of
creating satisfied customer. Theodore Levitt, ha Harward Business professor, who
explains by an analogy with human beings, express similar sentiment / all human have to
eat to survive, but eating is not-their purpose. Further more making money does not
provide a legitimate reason for society and to support the moneymaking enterprise. A
society supports businesses as they survey its member by catering to their needs to leave
them satisfy. Dissatisfying enough customer and not only will these specific customer
stop buying from the firm, but the society at large will condemn the firm and may even
panelized it – to the point of its extinction. In repose to such messages, co part of the
corporate mission and utilizes an understanding of the customer behavior as input to all
its marketing plans and decision.

Current Market Scenario

The Indian customer market is undergoing the transformation-keeping trend with
international market the present trend is used as under: -

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  Indian market is “value for money” driven.
 A highly competitive market.
 High potential in the rural market.
 The clear economy range is emerging rural and price conscious customer.
 The market is dominated by Indian companies and MNC’s are following suite
 Technology is the key driver
 All players believe in offering sops to customer to woo them.
 Price war, schemes, discount and trade loading are the market mantra.
 Huge surplus after meeting domestic and export requirement.

Current competitive Scenario:

During the past six years, the market for the customer electronics grows at an average
rate of 22 % in color television 15 % in refrigerator. The MNC’s like Samsung, LG,
and Panasonic etc. enter the Indian market with wide spectrum. Even after the
presence of the leading international brand in the consumer electronic market it is
dominated by Videocon, BPL, Onida etc. the current market share of the top five
brands in Color television are as under:

Company Market Share

Videocon 10.5
BPL 18.7
Onida 11.9
Philips 4.0
Samsung 7.9

The strategies adopted by the current major player is as under:

Videocon: - “Bring home the leader”

14
  Satisfying the customer needs across the product line and segment but under
different brands Toshiba is at the top end, Videocon and Samsung at the middle
segment and Akai for the lowest.

Products: Color and Black and white televisions, audio, washing machines,
Refrigerators, monitors and Kitchen appliances.

BPL: -“ Believe in the best”

 Current brand leader offering diversified product catering to various segment
under one umbrella brand leveraging its communicating for the diversified
product as reinforcement product quality confidence among the customer.

Products: Color and Black and white televisions, audio, washing machines,
Refrigerators, monitors and micro wave ovens.

LG: - “Digitally yours”

 LG is an Korean company following the site in India

Products: Color and Black and white televisions, audio, washing machines,
Refrigerators, monitors and micro wave ovens.

Samsung: - “ challenge the limit”

 Decide the umbrella bran by the Korean giant is offering customer probability
scheme.
Products: Color and Black and white televisions, audio, washing machines,
Refrigerators, monitors and microwave, cameras, VCD’s DVD’s,MP3 etc.

After Sales Services of Videocon:

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Videocon services mission is to support the vision the company becoming the most

customer – oriented company in the country by building the proactive service

organization that continually strobe to create customer satisfaction by internalizing

the best practices of customer relationship management

Videocon invested 6,500 man-days and Rs 2.6 million to train the employees. Today,

Videocon has 280 executive authorized service center 48 service center, (28 direct

branches and 20 supervisory branched) 5 call centers. Videocon services employees

directly through exclusive franchise network approximately 2500 front line executive

for attending for the customer requirement.

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PRODUCT RANGE

17
 PRODUCT RANGE

# CONSUMER ELECTRONICS:
(I) Television.

X-Lent Televisions
Phenomenal clarity and sharpness, outstanding image detail, minimal glare, perfect
sound reproduction and looks that inspire pure admiration. These are characteristics
found only in the X-Lent range of televisions. Being objects of sheer desire, these
televisions are truly the best in their league.

Features: Model No: Plasma TV 42X-PZ

• 107cm Plasma TV
• 16.77Million Colors
• SRS-WOW Technology
• 3000:1 Contrast Ratio
• Progressive Scanning
• Wide Viewing Angle
• Auto Pixel Shift

Features: Model No: 21X-50P X-Lent

• 54cm Pure Flat TV

• 1800W PMPO Sound Output
• Surround Bass Technology
• 6 Speakers

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21'' Conventional Series - 5438QST Feature:

• 54cm Screen
• 1000W PMPO Sound Output
• Double Bazoomba Woofers
• Surround Sound
• Digital Super Scene Control
• Digital Black Stretch
• Channel On Demand
• Favorite Mode
• Built-In Game
• Personal Message Service
• Child/TV/Panel Lock
• Quick View
• Program Directory

Technical Specification
Picture Tube 54cm FFST
Receiving System PAL B/G, CCIR, CATV, NTSC Playback (3.58 & 4.43)
Power Source 110-240V, AC, 50~60Hz
Audio Output (PMPO) 1000W PMPO
Antenna Input 75 Ohm Unbalanced
Unit Dimension (L x W x H) 63.0cm x 49.0cm x 48.0cm
Weight (NET/GROSS) 24.5 Kg / 27.5 Kg

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(II) DVD Players

Videocon lets set up very own personal theatre, all in the comfort of peoples own home.
The technologically advanced 5.1 channel DVD players ensure that the movies play can
be heard exactly in the way they were meant to be heard in a movie hall. Videocon DVD
Players are DVD/ MPEG-4/ MP3/ SVCD/VCD/ DVD-R/ DVD-RW/ CD-R/CD-RW/
KODAK Picture CD compatible, ensuring that people can “Play anything, watch
anything”. Happen to find a disc lying around, just play it on Videocon DVD Player and
Home Theatre System. Plus with other great features like the Multiple Resume Functions,
the Videocon DVD players ensure that the viewing process is totally free of any hassles.
If the viewer is interrupted for any reason while watching a movie on his DVD Player,
the multiple Resume functions allow him to restart at the very same point where he left
off. Plus, problems like image freezing and distortion take place because of scratched or
damaged discs will not trouble you, thanks to Superior Error Correction, a technology
that recovers damaged areas so smoothly that they won’t even notice the damage of the
disc.

Model No: DVD 33SA/ 33SS

• DVD/MPEG-4/VCD/MP3/SVCD/ACD/ DVD-R/DVD-RW/CD-R/CD-RW/
KODAK CD Compatible
• Power/ Standby/ Off/ Open-Close Resume Functions
• Auto Play
• Progressive Scanning & Anemographic Sampling
• Superior Error Correction
• Dolby Digital Ac-3, 5.1 Channel
• DTS Digital Output
• Built In Amplifier (Only in DVD 33SA)

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Model No: DVD 88AS4G

• DVD/MPEG-4/ MP3/ VCD/ SVCD/ ACD/ DVD-R/ DVD-RW/CD-R/ CD-RW/

KODAK CD Compatible
• In-Built Amplifier
• Superior Error Correction
• Dolby Digital AC-3, 5.1 Channel
• Auto Play
• Built-In Graphic Equalizer with User Option
• Composite/ Component/ S-Video Output
• Built-In Game

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(III) Home Theaters Systems:

Recline in your plush leather couch. Play classic favorite movie on a Videocon DVD
Home Theatre System. And experience the grandest audio-visual show on earth. With
invincible technology and majestic looks, this world-class home theatre system allows the
customer to bask in the glory of owning one of the world's finest, most exquisite private
theatres.

Model No: DS505

• AC-3, 5.1 Channel

• 4000W PMPO Sound Output
• 2.1/5.1 Channel Selector Switch
• Bass Control

Individual Channel Volume Adjustment

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# HOME APPLIANCES:

(I) Refrigerators:

X-Lent Refrigerators
Class, style and technology are three very different entities. But they've been fused
together to give you the unbeatable, state-of-the-art X-LENT range of refrigerators.
Designed to fit into the classy interiors of people kitchen, these exquisite pieces of
technology are pleasure to look at. So, if customer looking for beauty with brains, then
you needn't look beyond an X-Lent Refrigerator.

Model No: 625X – FF

• 625 L Frost Free Technology CD Compatible

• Stainless Steel finish
• 4 Star Cooling
• Multi Air Flow System
• Twist Ice Tray
• Platinum Auto Deodorizer
• Vertical Handle

Dual Tone Finish

Technical Specification: Model No: 625X – FF
Door Finish Stain Steel Finish
Door Handle Vertical
Freezer Transparent
Vegetable Tray Yes
Deodorizer Platinum Auto Deodorizer
Germ Free Yes
Dimensions in mm (W*D*H) 754* 755 * 1828
Weight (In Kg) 95

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(II) Washing Machines:

X-Lent Washing Machine

This washing machine is created with new age technology to give the clothes the kind of
cleansing that no other washing machine can. Its elegant exterior and world class features
assure that once you own an X-Lent Washing Machine, washing clothes will be more of a
joy than a chore.

• 8 Kg Top Loading Agitator Wash

• Stainless Steel Finish
• Fuzzy Logic/Digital Sensi logic
• Memory Control
• Stainless Steel Drum
• Delay Start
• Hot Wash Inlet
• Anti Rodent Base
• Cursor Control

Wash Capacity 8 Kg
Power Supply 240V / 50Hz AC
Water Level 117 L - 225 L
Rated Power Consumption Wash - 670watt / Spin - 350wtt
Deodorizer Platinum Auto Deodorizer
Weight 53 Kg
Dimension 610 L * 610 W * 1010 H

(III) Microwave Ovens:

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360° Reflection Technology in Ovens:

Consumer health has always been on top of Videocon's priority list. One of their latest
innovations meant to enhance well-being is the 360 degree reflection Technology in their
Germ Free Microwave Ovens. This revolutionary feature unites and distributes heavy-
duty heat rays inside the oven, causing thermal destruction of germs. Along with the
Digital Sensi Wave, this superior technology gives the food items consistency in colors,
feel and texture, no matter how many times you reheat it.

Specifications:

• 20 Liter capacity
• Feather touch control panel
• 10 power levels
• Express cooking
• Memory function
• Pre-set function
• Clock / timer function
• Jet & weight defrost
• Child safe lock

(IV) A/c Air conditioners:

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 X Lent Air-Conditioners

Tame the scorching heat with an exceptionally superior air-conditioner from the X-Lent
range. Its futuristic technology allows the customer to enjoy the cool pristine, snow-
capped mountain air in the comfort of their home and office. Allowing them to keep cool
even when mercury levels hit 44 degrees.
The air we breathe is not what it used to be. Every bit of smoke, dust and pollution,
which has been released into our fragile ionosphere, remains there. And negative ions are
nature's way of getting rid of them. Since dust, smoke and polluting chemicals are all
positively charged atoms, any source that generates negatively charged atoms can
neutralized them An oxy-ioniser helps by replenishing negative ions, which reduced
pollutions and other impurities, thereby recharging the air. Negative Ions The Key
Ever wondered why you feel charged and refreshed in a hill resort next to a waterfall or
near a beach? These are places that are high in negative ions and therefore low in
pollution. Negative ions in the air give it a rich, crackling quality that our body seeks.

Videocon Air-Conditioner With Oxy-Ionisers

From India's No. 1 Home Appliance and Consumer Electronic Company, comes the new
range of air conditioners equipped with ion recharge. Designed to help air-borne
pollution and improve the quality of air in our homes and offices. These state-of-the-art
machines have advanced oxy-ion generators that produce negative oxy-ions to help cut
down air pollution and help you feel relaxed, refreshed energized and recharge

26
27
 RESEARCH
METHODOLOGY

28
OBJECTIVES

29
 OBJECTIVES

 To study the attitude and behavior of the customer towards the VIDEOCON

company.

 To calculate the satisfaction level among the customer towards the VIDEOCON

company.

 To compare Videocon’s Post sales services with the other companies.

 To provide suggestions for improving the Videocon Post sales services

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 RESEARCH METHODOLOGY

The study for the research is for the customer behavior regarding post sales services of all
the products with special concern to Videocon Ltd.

RESEARCH DESIGN:
The research was a study of customer’s behavior on post sales services of all the brands
with a special reference to Videocon Ltd. a detailed research was conducted so as to
collect unbiased information; customer were not told that the survey is being conducted
for Videocon.

For conducting the research various sources were used to avail the data were as follows: -

SOURCES:
The main source of data can be categorized into the following two ways:

1. Primary Data
2. Secondary Data.

Primary Data: Primary Data has mainly been collected from questionnaire method
by conducted personal visit.

Secondary Data: Secondary source has been used for collecting the data. This
source includes: - Websites, magazines, newspapers, published information, journals,
reports, brochures, catalogues, books etc.

Sample Size: 40 households

Sample Area: West Delhi

31
Statistical tool: Pie charts, bar diagrams, histogram etc. are used in representation of
data.

Note: -This is to be noted that the analysis is based entirely on the data and
information provided from the sample respondents and do not necessarily reflect the
true picture of the market.

32
DATA ANALYSIS

33
Q1: Which brand do you prefer to buy when electronic goods are concerned?
(a) Videocon
(b) Samsung
(c) LG
(d) Whirlpool
(e) BPL
If any other (Please Specify):

……………………………………………………………………………

Videocon 11%
Any Other 34%

Samsung 22%
BPL 6%

Whirlpool 9% LG 20%

Videocon Samsung LG Whirlpool BPL Any Other

• Majority of the total population thinks apart from the companies listed, they

generally prefer SONY as a brand when buying of electronic goods are

concerned, Videocon is third best choice for the customer.

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Q2 Are you satisfied with the products, which are launched by Videocon Ltd.?
(a) Yes (b) No

Yes
100%

No
0%

Yes No

• All the people are satisfied with the products of Videocon.

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Q3: Do you agree that the product of Videocon bears the latest technology products?
(a) Yes (b) No

No 5%

Yes
Yes No 95%

• Majority of the people thinks that the product of Videocon bears the latest

technology products.

36
Q4: Are your dealer provides Post sales services?
(a) Yes (b) No

Yes 100%

No 0%

Yes No

• All the company’s dealers provide post sales services to their customers.

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Q5 : Are you satisfied with the post sales services provided by your dealer?
(a) Yes (b) No

Yes 36%

No 64%

Yes No

• Many of the customers are not happy with the post sales services provided with
their dealers

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Q6: How prompt is your post-sales service after lodging the complaints to the company?
(a) Prompt
(b) Average
(c) Poor

Promp t 20% Averag e 36%

Poor 44%
Prompt Average Poor

• More than one third of the customer says there is no promptness in solving the
complaints. They had to be chased now and then for fixing the problem.

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Q7: Which Company do you think has the best after sales service network (nearness of its
dealers & service centers around your locality)?
(a) Videocon
(b) BPL
(c) LG
(d) Samsung
(e) Whirlpool

Videocon 20% BPL 10%

Whirlp ool 14% LG 16%

Samsu ng 40%

Videocon BPL LG Samsung Whirlpool

• 40% of the customer says Samsung have the best after sales network here
Videocon grabs second place.

Q8: Which company gives you best after sales services? (Rank on a scale of 5)

40
1 is Excellent
2 is satisfactory
3 is Average
4 is Poor
(a) Videocon
(b) Samsung
(c) LG
(d) Whirlpool
(e) BPL
If any other (Please Specify) …………………………………………………….

Whirlpo ol 16%
BPL 12%

LG 12%

Samsun g 22% Videoco n 38%

Videocon Samsung LG Whirlpool BPL

• After aggregate calculation we see that Videocon comes forward and becomes the
company, which provides best after sales services.

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Q9: Which Company provides you the best after sales warranty?
(e) Videocon
(f) BPL
(g) LG
(h) Samsung
(i) Whirlpool
(j) If any other …………………………………………….

Samsung 23% Whirlpool 9%

LG 12%

BPL 7%
Videocon 49%

Videocon BPL LG Samsung Whirlpool

• Videocon is chosen by most of the people when after sales warranty is concerned.
Samsung comes second, followed by LG, Whirlpool and BPL.

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Q10: Does the replace parts work efficiently?
(a) Yes (b) No

Yes 100%

No 0%

Yes No

• All the people say that the replace parts work efficiently and rather they also
provided the information that the replaced part do have some time warranty on it.

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Q11: What is the attitude of the complaints handler towards you?
(a) Sensitive (b) Indifferent

Sensitive 6%

Indifferent
94%

Indifferent Sensitive

• Majority of the people says that attitude of the complaints handler towards them is
indifferent.

Q12: Are you satisfied with the workmanship provided by which of the company?
(a) Videocon

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 (i) Yes (ii) No
(b) BPL
(i) Yes (ii) No
(c) LG
(i) Yes (ii) No
(d) Samsung
(i) Yes (ii) No
(e) Whirlpool
(i) Yes (ii) No

BPL 15% LG 9% Samsung 29%

Videocon 36% Whirlpool 11%

Videocon BPL LG Samsung Whirlpool

Majority of the people satisfied with the workmanship provided by Videocon, Samsung
grabs the second position.

Q13: Do you face any problem from which of the service providers?

45
 (a) Videocon
(i) Yes (ii) No
(b) BPL
(i) Yes (ii) No
(c) LG
(i) Yes (ii) No
(d) Samsung
(i) Yes (ii) No
(e) Whirlpool
(i) Yes (ii) No

Samsun g 6% Whirlpo ol 10%

Videoco n 13%

LG 33%

BPL 38%

Videocon BPL LG Samsung Whirlpool

• BPL tops the charts when the people face problem from their service providers.
Lest problem is faced from the Samsung service providers.

Q14: What do you think that which Company will dominate the others in the case of
product reliability is concerned? (Rank accordingly).

46
 BRANDS RANK
(a) Videocon
(b) Samsung
(c) LG
(d) Whirlpool
(e) BPL

BPL 2% Videocon 15%

Whirlpool 12%

LG 26%

Samsung 45%

Videocon Samsung LG Whirlpool BPL

• Samsung Dominate the arena when the case of product reliability is

concerned. Videocon comes third .

Q15: Rank the below mentioned companies accordingly to there image in the market?

47
 BRANDS RANK
(a) Videocon
(b) Samsung
(c) LG
(d) Whirlpool
(e) BPL

BPL 2%
Whirlpool 12% Videocon 20%

LG 26%

Samsung 40%

Videocon Samsung LG Whirlpool BPL

• Again Samsung dominate all its rivals when image if the company in the
market is concerned. Videocon grabs third position.

48
 FINDINGS

FINDINGS

• Majority of the total population prefer SONY as a brand when buying of

electronic goods are concerned

49
• All the people are satisfied with the products of Videocon.
• Majority of the people thinks that the product of Videocon bears the latest
technology products.
• All the company’s dealers provide post sales services to their customers.
• Many of the customers are not happy with the post sales services provided with
their dealers
• More than one third of the customer says there is no promptness in solving the
complaints. They had to be chased now and then for fixing the problem.
• 40% of the customer says Samsung have the best after sales network here
Videocon grabs second place.
• Videocon is the company that provides best after sales services.
• Most of the people think that Videocon is the company that provides good after
sales warranty.
• All the people say that the replace parts work efficiently as good as the original
parts.
• Majority of the people says that attitude of the complaints handler towards them is
indifferent.
• Majority of the people satisfied with the workmanship provided by Videocon,
Samsung grabs the second position.
• Lest problem is faced from the Samsung service providers
• Samsung Dominates when the case of product reliability is concerned.

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RECOMMENDATIONS

RECOMMENDATIONS

51
52
 QUESTIONNAIRE

QUESTIONNAIRE
Name: ……………………………….

53
Age: …………………………………
Address: …………………………….
Tele No. …………………………….

Q1 : Which brand do you prefer to buy when electronic goods are concerned?
(f) Videocon
(g) Samsung
(h) LG
(i) Whirlpool
(j) BPL
(k) If any other (Please Specify):
……………………………………………………………………………
Q2 Are you satisfied with the products, which are launched by Videocon Ltd.?
(a) Yes (b) No

Q3: Do you agree that the product of Videocon bears the latest technology products?
(a) Yes (b) No

Q4: Are your dealer provides Post sales services?

(a) Yes (b) No

Q5 : Are you satisfied with the post sales services provided by your dealer?
(a) Yes (b) No

Q6: How prompt is your post-sales service after lodging the complaints to the company?
(f) Prompt
(g) Average
(h) Poor

54
Q7: Which Company do you think has the best after sales service network (nearness of its
dealers & service centers around your locality)?
(k) Videocon
(l) BPL
(m)LG
(n) Samsung
(e) Whirlpool

Q8: Which company gives you best after sales services? (Rank on a scale of 5)
1 is Excellent
2 is satisfactory
3 is Average
4 is Poor
(a ) Videocon
(b) Samsung
(c) LG
(i) Whirlpool
(j) BPL
If any other (Please Specify) …………………………………………………….

Q9: Which Company provides you the best after sales warranty?
(o) Videocon
(p) BPL
(q) LG
(r) Samsung
(s) Whirlpool
(t) If any other …………………………………………….

Q10: Does the replace parts work efficiently?

55
 (a) Yes (b) No

Q11: What is the attitude of the complaints handler towards you?

(a) Sensitive (b) Indifferent

Q12: Are you satisfied with the workmanship provided by which of the company?
(f) Videocon
(i) Yes (ii) No
(g) BPL
(i) Yes (ii) No
(h) LG
(i) Yes (ii) No
(i) Samsung
(i) Yes (ii) No
(j) Whirlpool
(i) Yes (ii) No

Q13: Do you face any problem from which of the service providers?
(f) Videocon
(i) Yes (ii) No
(g) BPL
(i) Yes (ii) No
(h) LG
(i) Yes (ii) No
(i) Samsung
(i) Yes (ii) No
(j) Whirlpool
(i) Yes (ii) No

56
 Q14: What do you think that which Company will dominate the others in the case of
product reliability is concerned? (Rank accordingly).
BRANDS RANK
(a) Videocon
(b) Samsung
(c) LG
(f) Whirlpool
(g) BPL

Q15: Rank the below mentioned brands accordingly to there image in the market?
BRANDS RANK
(a) Videocon
(b) Samsung
(c) LG
(d) Whirlpool
(e) BPL

Thank you,

57