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Astudyofcustomersatisfaction 150411073407 Conversion Gate01
Astudyofcustomersatisfaction 150411073407 Conversion Gate01
PURPOSE
Steve Jobs looked ahead of what the customer expected then made
thecompetition chase the bar he set. Lets now waste time asking the customer what
theywant,like or expect because the frame of reference is what they got,didn’t like
as thebar of expectation. Change the bar by innovating and instead of running
surveys and tryingto measure satisfaction you become the new paradigm of
satisfaction.
WHY SURVEY YOUR CUSTOMER?
Customer Loyalty:
Understand the magic – what they like about you and what theydislike.
Knowing what keeps them coming back over and over again isthe secret toyour
success.Loyalty is the magic when they start talking about you and referring you to
others.
Customer satisfaction:
Effective Communication:
Up-to-date feedback:
Benchmark results:
You can administer the same survey every so often tocustomers to gain
continued insight into your customers. Surveys can have the same questions, which
will allow you to compare data overtime and benchmark survey data across
previous years to determine if any changes need to be made.
Vivek popularized several brands by creating visibility and has the Distinction
of being a market dealer and trendsetter with continuous support from the principal
companies. Reliable services are ensured through cordial customerRelationships.CII
and mickinsey raved about the viveks brand as ‘’more trusted as The brand sells’’.
During the initial stages the consumer durable electronics’ were consolidated
luxury to make themReach the mass middle classes families. Viveks started in house
easy monthly installmentsscheme.This also helped the company to increase its business
and gain new customers.
HISTORY OF VIVEKS
FOUNDER'S VISION
With the opening of two new showrooms at purasawalkam (1968) and T.nagar
(1980), viveks and co broke new ground by being the first to the widest range of consumer
durables under one roof .
Viveks had spent several years laying the foundation for an explosive growth. Its
mission was to be INDIA's first truly world class , consumer durable retailing
Geographical expansion,
More space
More products
`
More brands and models
More service
While the first 30 years saw the setting up only 3 showrooms, the
subsequent 4 years saw spurt of growth – an addition of 50 more showrooms through
the expansions and acquisitions
By these strategic initiative for rapid expansion, by incorporating Viveks Its in 1994,
established its dominance in the two states on Tamil Nadu and Karnataka With 51
showrooms covering a retail space over 1, 75,000sq.ft and boasting of a group turnover
of Rs. 400 Cores!!
such a meteoric growth has been made possible by the dedicated efforts of the three
Setty brothers, who always ensured that Viveks was ahead of its time by creating and
establishing competitive, advantages introducing systems to enhance operational
effectiveness, changing with times, Without in anyway.
More then 800 lockers and provides safe storages facility. The Lockers are
certainly situated in the city of Chennai for customer convenience, the board of
directors of Viveks Lockers consists of renowned professionals varied schemes were
introduced to suit customer requirements Viveks Lockers opened a second branch in
Nanganallur Chennai in 2002.
VIVEK AGENCIES
Viveks with a novel approach to retail business ventured into a new area in the
distribution channel. Viveks groups realized the importance of an integrated approach to
retailing well ahead of time and set up a distribution firm Vivek Agencies in 1976.
Starting with the distribution of sumeet mixers, the company has added a whole range
of products to its distribution basket.
CUSTOMER SERVICES
Viveks service centre is already the most sought in after in service of sumeet Mixers
and is fast gaining popularity with in other categories. A living testament is the
100000+customer serviced during the last financial year alone. The service centre is
authorized by sumeet, Panasonic, kan star, Samsung, Voltas, haier, Hitachi, LG,
morphy Richards and many more.
Viveks services centre strives to provide a one-stop to serve all categories and
brands of house hold consumer durables from white goods, brown goods, domestic
Appliances and lifestyle products.
BRANCH LOCATIONS
Mylapore
Adyar
Anna nagar
Ambattur
Purasawalkam
T.Nagar
Vadapalani
CERTIFICATION
The need for the customer satisfaction is necessary for all business or
small. The satisfaction of the customer is an important task. No matter what type of
business operators customer are needed customers are vital for the success of the
business . The quality of the customers ‘s services at any point can affect theoverall
relationship a customer has with the company. Customers that have excellent marketing
and communication can harm their sales through poorly executed customer service.
PRIMARY OBJECTIVE:
To study the satisfaction level of the customers of VIVEKE PVT. LTD Company.
SECONDARY OBJECTIVE :
To find out the major factors that influences the customers while
buying the product.
The common use of the term may imply any of the following.
The term market is used to denote “anybody or person who are in intimate relation and
carry extensive transaction in any commodity”.
DEFINITION OF MARKETING:
MEANING OF MARKETING:
The term marketing has been derived from the word market. Marketing is
an exchanging or a transaction intended to satisfy human needs or wants.
Modernmarketing is consumeroriented.
Modern marketing starts and ends with the consumers.
Modern marketing precedes and succeeds production.
Modern marketing is the guiding elements of business.
OBJECTIVES OF MARKETING
CONSUMER SATISFACTION
MEANING:
Production Orientation
Management Orientation
ConsumerOrientation
Production Orientation
Management orientation
It holds the key of the organization is to determine the need, wants and values of a
target market and to adopt the organization to delivering the desired satisfaction more
efficiently that its competitors in a way that preserves or enhance the consumers and
society’s well being.
Consumer Orientation
Under this stage only such products are brought forward to the markets
which are capable of satisfying the taste, preference, and expectations of the customers
now the market is under the 3rdstage that way the manufacture more on customer
satisfaction.
Value of price:
Product quality:
Benefits are the specific user values that enhance a customer’s activities or
operations, features and the physical ingredients or components that yield. The benefits
and the features can be independently satisfaction of each other one can satisfy while
the other don’t.
Reliability:
Sales Experience:
Convenience of acquisitions:
RESEARCH METHODOLOGY
The aim of survey was undertaken with the sole aim of determining the
consumer satisfaction towards viveks limited.
RESEARCH DESIGN:
The research design adopted for this project is descriptive research studies are
those which describing the characteristics of a particular individual or a group.
SAMPLING:
SAMPLE DESIGN:
The same design adopted for the project is non probabilistic sampling when
population elements are selected for inclusion in the sampling base on the care of
access it can be called convenience sampling.
AREA OF STUDY:
The survey has been conducted intensively in the viveks Showrooms especially in
VADAPALANI branch.
SOURCES OF DATA
Primary data:
The aim of the research way to analyses the consumer satisfaction so the
primary data (first hand data) one required gathered from the different respondents
through the circulation of questionnaires for the satisfaction of the objectives of the
research.
Secondary data:
Secondary data are the magazines, journal, service rates, and regulation
provided the researcher with information on the topic.
Analysis of data:
After the data has been collected the researcher turns to the task of analyzing
the data required a number of closely related operations such as establishing of
categories the application of these categories to row data through coding.
Chi-square:
The x^2 test is one of the simplest and more widely used son first is
parametric test is statistical work. The x^2 is the Greek letter “chi” Karl pearl son
first used the chi-square test. He defined as chi-square.
O – Observed frequency
E – Expected frequency
The sample size of 50 was taken by the research for the research which is
based only the response gives by the customers of viveks.