CHAPTER-I

1.1 INTRODUCTION ABOUT PRODUCT

As rapid socio-economic changes sweep across India, the country is witnessing the
creation of many new markets and a further expansion of the existing ones. India’s consumer
market is riding the crest of the country’s economic boom. The Indian consumer durables
industry has witnessed a considerable change in the past couple of years. Changing lifestyle
with access to disposable incomes, easy finance options and a surge in advertising has been
instrumental in bringing about a sea change in the consumer behavior pattern. According to a
study conducted by FICCI on the Indian consumer durables industry, a shift in consumer
preferences towards higher-end, technologically advanced branded products has been quite
discernable. This shift can be explained by narrowing differentials between the prices of
branded and unbranded products added with the high quality of after sales service provided
by the branded players. The shift has also been triggered by the availability of foreign
branded products in India owing to lower import duties coupled with other liberal measures
as introduced by the government.

Every in this word is a customer. We need a variety of goods and services right
from our birth of death. All customers are buyer and all buyers are not customer. Then who
are the customers buyers and how they behave while purchasing a particular product is very
important for marketers. Consumer buyer’s or refers to the buying personal consumption.

Buyer behavior is the process whereby individuals decide what, when where, how
and from to purchase goods & psychological factors, cultural factors include the set of basic
values perceptions wants a services. Customer behavior is influenced strongly by cultural,
social personal and behavior learned by a member of society from family and other
important in situations family, small factors include customer’s family, small group role &
status.

1
HISTORY
In 1938, Lee Byung-Chull founded Samsung, a small trading company with forty
employees located in Daegu. The company prospered until the Communist invasion in 1950
when he was forced to leave Seoul and start over in Busan. During the war, Samsung's
businesses flourished and its assets grew twenty-fold. In 1953, Lee started a sugar refinery.
The company diversified into many areas such as insurance, securities, and retail. In the early
1970s, Lee borrowed heavily from foreign interests and launched a radio and television
station.

Samsung Group later formed several electronics-related divisions, such as Samsung

Electronics Devices Co., Samsung Electro-Mechanics Co., Samsung Corning Co., and
Samsung Semiconductor & Telecommunications Co., and grouped them together under
Samsung Electronics Co., Ltd. in 1980s. Its first product was a black-and-white television set.

In the late 1980s and early 1990s, Samsung Electronics invested heavily in research
and development, investments that were pivotal in pushing the company to the forefront of
the global electronics industry. “By the 1980s Samsung was manufacturing, shipping, and
selling a wide range of appliances and electronic products throughout the world”. In 1982, it
built a television assembly plant in Portugal; in 1984, it built a 25 million plant in New York;
and in 1987, it built another 25 million facility at England

The 1990s saw Samsung rise as an international corporation. Samsung's construction

branch was awarded a contract to build one of the two Petronas Towers in Malaysia, Taipei
101 in Taiwan and the BurjKhalifa in United Arab Emirates, which is the tallest structure
ever constructed. In 1993 and in order to change the strategy sold off ten of Samsung Group's
subsidiaries, downsized the company, and merged other operations to concentrate on three
industries: electronics, engineering, and chemicals. In 1996, the Samsung Group reacquired
the Sungkyunkwan University foundation. Samsung survived the Asian financial crisis of
1997-98 relatively unharmed. However, Samsung Motor, a 5 billion venture was sold to
Renault at a significant loss. Additionally, Samsung manufactured a range of aircraft from
1980 to1990s.

2
 Most importantly, Samsung Electronics (SEC) has since come to dominate the group
and the worldwide semiconductor business, even surpassing worldwide leader Intel in
investments for the 2005 fiscal year. Samsung's brand strength has greatly improved in the
last few years.

Samsung became the largest producer of memory chips in the world in 1992, and is
the world's second-largest chipmaker after Intel. In 1995, it built its first liquid-crystal display
screen. Ten years later, Samsung grew to be the world's largest manufacturer of liquid-crystal
display panels. In 2006, S-LCD was established as a joint venture between Samsung and
Sony in order to provide a stable supply of LCD panels for both manufacturers. Samsung
Electronics, which saw record profits and revenue in 2004 and 2005, overtook Sony as one of
the world's most popular consumer electronics brands, and is now ranked 19 in the world
overall. Behind, Nokia, Samsung is the world's second largest by volume producer of cell
phones with a leading market share in the North America and Western Europe

3
SAMSUNG- AN OVERVIEW
The Samsung Group is a multinational conglomerate corporation headquartered in
Samsung Town, Seoul, South Korea. It is the world's largest conglomerate by revenue with
annual revenue of US 173.4 billion in 2008 and is South Korea's largest chaebol. The
meaning of the Korean word Samsung is "Tri-Star" or "three stars".

The Samsung Group is composed of numerous international affiliated businesses,

most of them united under the Samsung brand including Samsung Electronics, the world's
largest electronics company, Samsung Heavy Industries, the world's second largest
shipbuilder and Samsung C&T, a major global construction company.

Samsung has been the world's most popular consumer electronics brand since 2005
and is the best known South Korean brand in the world. Samsung Group accounts for more
than 20% of South Korea's total exports and is the leader in many domestic industries, such as
the financial, chemical, retail and entertainment industries.

4
1.2 SCOPE OF STUDY
The study on customer satisfaction helps to know who are the customer, what they
want, how they use &next the product. The wants of customer are carefully studied by
conducting survey on customer satisfaction. This study also helps to know various marketing
differs such as price, product features; advertising, corporate images affect the customer the
market

A study on customer satisfaction reveals to the manufacturers about the needs, wants,
satisfaction& so on. This study will help to gain knowledge about the market share for each
brand, factor influencing the consumer to prefer to buy Honda shine &problem faced by them
on such product.

From the context the researches felt that it is suitable to study the market condition of
Honda shine from the view of customer. It hoped that such will help to gain more practical
knowledge on issues such as the factor influencing the customer satisfaction about the Honda
shine. Hence the present study was undertaken & the specific are listed

5
1.3 OBJECTIVES OF THE STUDY
 To find out the level of satisfaction towards Samsung TV
 To find the consumer awareness of the Samsung TV
 To study the factors and problems in selecting Samsung TV
 To get the valuable suggestion for the improvement of Samsung TV

6
1.4 RESEARCH METHODOLOGY
Methodology is the way of solve the research problem systematically. It may be
understood as a science of research has selected a particular place for survey

PERIOD OF STUDY
The survey is conducted during the period of 3 months from 2019 Dec to Feb 2020.

AREA OF THE STUDY

The data has been collected from customers in Tirupur city only

SAMPLING METHOD
The research has been selected convenience sampling method for this study

SAMPLE SIZE
The research has selected size of 100 respondents in Tirupur city district

SOURCES OF DATA
Which are the two basic for data collection?

PRIMARY DATA
Primary data has been used in the form of questionnaire & observation methods for
collecting primary data

SECONDARY DATA
Secondary data sources like catalogue of the company product range book of the
company & various internet sites, record, magazine, book, reports and others

7
STATISTICAL TOOLS FOR ANALYSIS
To analysis the data and interpret using statistical techniques

PERCENTAGE ANALYSIS
Percentage analysis refers to a special kind of ratio, percentage are used in making
comparison between two are more series of data percentage are used to describe relationship.
Percentage can also be to compare the relative terms distribution of two or more series of data

No. of responses

Percentage of respondents = ___________________________ x 100

Total no. of respondents

8
1.5 LIMITATION OF STUDY

 From this research we know that time and cost constraints are the most important
factors
 There is lack of time to taking information collected from the people
 The survey was only taken in Tirupur city

9
1.6 CHAPTER SCHEME

The Project is presented in to five chapters

Chapter 1: Deals with introduction, objectives of the study, scope of the study,

Methodology, limitation of the study and chapter scheme

Chapter 2: Deals with review of the literature and profile of the company

Chapter 3: It enumerates data analysis and interpretation

Chapter 4: Deals with finding and suggestion

Chapter 5: Conclusion

10
 CHAPTER-II
2.1 REVIEW OF LITERRATURE
Elizabeth Wolgast conducted a study “Do husbands or wives makes the purchase
decisions” and revealed that in the American family economic decisions were most
commonly made jointly by husband and wife. There also seemed to be an implicit division of
responsibility growingly more pronounced with increasing age and the length of the
marriage. The husband played a major role in planning car purchases and the wife in planning
home appliances purchases.

Daniel Starch conducted a study “Family Decision Making” .It is one of the earliest
and the most comprehensive studies examining the influences of husband and wife in
purchasing goods. The study focused on 12 products grouped into 8 categories which
includes both durables and non-durables. The results showed that wives expresses few brand
preferences for predominantly for non-durable products. They did most of the shopping with
an awareness of the brands that their husbands preferred. The influence of the husbands and
wives varied by sub-divisions on the durable goods categories.

Kapoor in his study on the “Durable Consumer Goods” examined the growth patterns
in actual production and capacities of the consumer goods and concludes that rising income,
urbanization and education are having a great impact on the Indian consumption pattern and
the growing component of discretionary expenditure.

Frank Bass in his study “A New Product Growth for Model Consumer Durables
Management Science” developed a growth model for the timing of initial purchase of a new
product and tested it empirically against data for eleven consumer durables. The basic
assumption of the model is that the timing of a consumer’s initial purchase is related to the
number of previous buyers. A behavioral rationale for the model is offered in terms of
innovative and imitative behavior. The model yields good predictions of the sales peak and
the timing of the peak when applied to historical data. Long range forecast is developed for
the sales of color television sets.

11
 Joseph. Newman and Richard Staelin in their study “Pre purchase Information
Seeking for new cars and major house hold appliances” attempted to analyze the pre purchase
information seeking for new car and major house hold appliances with an aim to highlight the
factors contributing to the difference among the buyers. For the purpose of the study, both
out-of store and in-store information seeking are considered. It is found that many buyers
engaged in little information seeking. The number of brands considered in the decision
process differentiates the pre purchase information search. It is found that persons who
perform repeated purchase of brands seek less information. Information search did not vary
with the price paid except for buyers who initially considered only one brand and brought the
same. Results show that information seeking by buyers has increased with cost and education
has made little difference in the amount of information seeking. The results of multiple
classification analysis show that the young married persons have the highest information
seeking scores. Relationship between information seeking and city size of residence is
statistically significant for the product-car but not for appliances.

Subhas Mehta conducted a study on “Consumer Durables poor penetration in

villages” where the study revealed that the upper income households (those with income
above 12,000 P.A) possess a better ownership of consumer durables like scooter, furniture,
electronic appliances, etc. The study further shows that the companies have failed to exploit
the market potential in rural areas.

Ralph Day and Stephan Ash conducted a study “Consumer response to

dissatisfaction with durable products” data were obtained from a sample of 119 household on
instances of dissatisfaction, reasons for being dissatisfied and the nature and extent of any
subsequent complaining behavior for each of 63 categories of consumer durables. Sustainable
difference across categories was found in the fraction of users reporting dissatisfaction and
the reasons given for dissatisfaction are subsequent actions or inaction. The study has
reported some results of analysis of consumer responses to dissatisfaction with durable
products. Using data obtained from a probability sample of 119 households in Bloomington.
The focus of this study was on post-evaluation responses and three sets of results were
analyzed and discussed. The results showed widely varying proportions of dissatisfied users
over the 63 categories of durable products as well as wide variations in the fraction using
particular durable. Further the study suggest that complaint statistics based on simple counts
will fail to reveal even exceptionally high rates of dissatisfaction with products which are less
widely used. Reasons for dissatisfaction also varied across the four sections of durable
products and concern about product quality or its performance to over shadow other possible
causes of dissatisfaction.

12
 Yoginder Singh Verma in his article “Marketing in Rural India” stated that
merchants have spent little time in understanding the hurdles in marketing to rural India even
though 80% of the population lives in villages. The distinguished features of the rural India
are in themselves disincentives: less purchasing power, illiteracy, superstition and autocratic
rule-traditional and conservative. There are also other problems such as large lifestyle gaps,
widely scattered villages and the prevalence of the barter system. Product planning will
necessitate need satisfying qualities rather than attention to packaging or special attributes.
Pricing policies and promotion measures are to be properly planned for marketing the goods
in rural areas.

George. Day and Terry Deuts cher in their study “Attitudinal predictions of choices
of major appliances brands” reveals that it has been recognized for sometime that brand
attitudes can be useful predictors of subsequent brand choices, when the proper measures are
used and when few events intervene between attitude measurement and behavior. A survey
has been conducted on major appliances, purchasing behavior and customer relationship for
measuring pre search attitude and awareness. The data relating to these aspects were obtained
as a part of 2,350 USA households. Results indicated that awareness and attitude towards
major appliances brands were only related to subsequent brand choices. Attitudes towards
brands of major appliances seem to be formed primarily through a process of learning
without involvement. Results suggests that attitudes derived from previous satisfactory
experience with other products in the line which are reinforced with consistent brand
advertising are more resistant tochange.

Peter. Dickson Robert. Lusch and William Wilki in their study “Consumer
acquisition priorities for home appliances a replication and re-evaluation” reported the results
of a replication study using Guttman Scaling. Data were gathered from a nation wide. With
average years of ownership for 12 appliances It was expected that the order of acquisition
would be inversely related to the average years of ownership. However, this assumption was
not supported in case of color TV ownership. While the colour TV ranked third in the order
of acquisition by Guttman Scaling, average years of ownership were significantly less than
other appliances.

13
2.2 COMPANY PROFILE
Samsung Electronics commenced its operations in India in December 1995 and is
today a leading provider of Consumer Electronics, IT and Telecom products in the Indian
market. Samsung India is the Regional Headquarters for Samsung’s Southwest Asia
operations, which provides employment to over 45,000 employees with around 11,500
employees being involved in R&D. Samsung began operations in India through its
manufacturing complex located at Noida (UP), which today houses facilities for Colour
Televisions (including 3D, LED and LCD Televisions), Mobile Phones, Refrigerators,
Washing Machines and Split Air Conditioners categories. Samsung commenced operations of
its second state-of-the-art manufacturing complex at Sriperumbudur, Tamil Nadu in
November 2007. Today, the Sriperumbudur facility manufactures Colour Televisions, Fully
Automatic Front Loading Washing Machines, Refrigerators and Split Air Conditioners.
Samsung India has three R&D Centres in India–two

In NCR and one in Bangalore While the Noida R&D Centres develops software
solutions for high-end televisions such as Plasma TVs, LCD TVs and Digital Media
Products, the other Centre is engaged in R&D solutions for product hardware. The Bangalore
R&D Centre works on major projects for Samsung Electronics in the area of telecom,
wireless terminals and infrastructure, Networking, SOC (System on Chip) Digital Printing
and other multimedia/ digital media as well as application software. Samsung India is the
Market leader in product categories like Mobile Phones, Smart Phones, Panel TVs, Side By
Side Refrigerators, Frost Free Refrigerators, Microwaves and Inverter ACs.

Samsung India has won several awards and recognitions for both its corporate
initiatives as well as its product innovations in Audio Visual, Home Appliance, IT and
Telecom Product categories. Apart from development of innovative technology, Samsung
places great importance on acting as a responsible corporate citizen in the communities where
it operates. Its CSR programs respond to the social and environmental needs and seek to give
back to communities that support the company. In 2009, Samsung launched the company’s
Corporate Social Responsibility initiative ‘Samsung Hope Project’ with projects in the areas
of education, culture, sports, social welfare and community development. Each programme,
under the Hope Project, uniquely addresses the needs of individual communities while
emphasizing on innovations for development of the community including education,
technology, engineering and Technical training. The Company’s CSR initiatives such as
Samsung Smart Class and Samsung Technical Schools have been recognised by several
reputed organisations, and the Company has won accolades from these projects aimed at
giving back to the society.

14
 CHAPTER-III
DATA COLLCETION AND ANALYISIS

TABLE 3.1

GENDER OF THE RESPONDENTS

S.NO GENDER OF THE NO. OF PERCENTAGE
RESPONDERNTS RESPONDENTS (%)

1 MALE 50 50

2 FEMALE 50 50

TOTAL 100 100

SOURCE: Primary data

The above table shows that out of the respondents 50% of the respondents.

Majority of the respondents equal male& female

Majority of the respondents 50% of male & family equal

15
 CHART 3.1

GENDER OF THE RESPONDENTS

120

100

80
50 50

60 FEMALE
MALE

40

50 50
20

0
1 2

16
 TABLE 3.2

AGE GROUP OF THE RESPONDENTS

S.NO AGE NO.OF. PERCENTAGE (%)

REPONDENTS
1 UP to 20 38 38

2 21 to 25 43 43

3 25 above 19 19

TOTAL 100 100

SOURCE: primary data

The above show that out of the total respondents up to 20 years 38% of the respondents
are 21 to 25 years respondents 43% of the above 25 years respondents 19% of the respondents

Majority of the respondents 43%

17
 CHART 3.2

AGE GROP OF THE RESPONDENTS

NO.OF. REPONDENTS

19

38

UP TO 20
43
21TO 25

25 ABOVE

18
 TABLE 3.3

TYPE OF FAMILY

S.NO TYPE OF FAMILY NO. OF PERCETAGE

RESPONDENTS (%)

1 NUCLEAR FAMILY 65 65

2 JOINT FAMILY 35 35

TOTAL 100 100

SOUECE: Primary data

The above table shows that out of the total respondents 65% of the
respondents are nuclear family remaining 35% of the respondents are joint family.

Majority of the respondents 65%

19
 TABLE 3.3

TYPE OF FAMILY

70
65 65

60

50

40
35 35
NUCLEAR FAMILY
JOINT FAMILY
30

20

10

0
NO.OF. RESPONDENTS PERCETAGE (%)

20
 TABLE 3.4

FAMILY SIZE

S.NO FAMILY OF NO OF PERCENTAGE

SIZE RESPONDENTS (%)

1 3 44 44

2 4 TO 5 46 46

3 5 AND ABOVE 10 10

TOTAL 100 100

SOURCE: primary data

The above table shows that out the total respondents up to 3 members 44%of the
respondents 4 to 5 members 46%of the respondents 5 & above 10%of the respondents.

Majority of the respondent 4 to 5 members 46%

21
 CHART 3.4

FAMILY SIZE

120

100
100

80

60 NO OF RESPONDENTS
PERCENTAGE (%)
44 46

40

20
10

0
3 4 TO 5 5 AND ABOVE TOTAL

22
 TABLE 3.5

EDUCATIONAL QUALIFICATION

S.NO EDUCATINAL NO. OF. PERCENTAGE

QUALFICATION RESPONDENTS (%)

1 LITERATE 18 18

2 SCHOOL LEVEL 39 39

3 COLLEGE LEVEL 46 46

TOTAL 100 100

SOURCE: Primary data

The above table shows that out of the total respondents literate 18% of the
respondent’s school level 36% of the respondents collage level 46% of the respondents.

Majority of the respondents of collage level 46% respondents

23
 CHART 3.5

EDUCATIONAL QUALIFICATION

120

100
100

80

60 NO. OF. RESPONDENTS

PERCENTAGE (%)
46
39
40

18
20

0
LITERATE SCHOOLELEVEL COLLAGELEVEL TOTAL

24
 TABLE 3.6

FAMILY INCOME

S.NO FAMILY NO.OF.RESPONDENTS PERCENTAGE

INCOME (%)
1 BELOW 10000 35 35

2 10,000 TO 20,000 46 46

3 20,000 TO 30,000 14 14

4 ABOVE 40,000 5 5

TOTAL 100 100

SOURCE: Primary data

The above table shows that out of the total respondents 35% of the respondents
below 10000. 10,000 TO 20,000 of the respondents of 46%. 20,000 TO 30,000 of the
respondents 14% of the respondent’s. Above 40,000 respondents are 5%.

Majority of the respondents 46%

25
 CHART 3.6

FAMILY INCOME

120

100
100

80

FAMILY INCOME
60
NO.OF.RESPONDENTS
46 PERCENTAGE (%)

40 35

20 14

0
1 2 3 4 5

26
 TABLE 3.7

OCCUPATION OF RESPONDENTS

S.NO OCCUPATION NO.OF.RESPONDENTS PERCENTAGE

(%)

1 PEROFESSIONAL 27 27

2 BUSINESS 40 40

3 EMPLOYEE 33 33

TOTAL 100 100

SOURES: Primary data

The above that out of the total respondents 27% of professional of the respondents
the 40% respondents business. The 33% respondents is employee.

Majority of respondents 40%

27
 CHART 3.7

OCCUPATION OF RESPONDENTS

28
 TABLE 3.8

ARE YOU USING SAMSUNG TV

S.NO USING FOR NO OF PERCENTAGE

SAMSUNG TV RESPONDENTS

1 YES 54 54

2 NO 46 46

TOTAL 100 100

SOURCE: Primary data

The above table shows that out of total respondents 54 % of yes. Other balance
respondents are no 46%.

Majority of respondents 54 %

29
 CHART 3.8

ARE YOU USING SAMSUNG TV

NO.OF RESPONDENTS

54

1 YES
100 2 NO
2 TOTAL

46

30
 TABLE 3.9

HOW LONG YOU USING SAMSUNG TV

S.NO HOW LONG NO.OF.RESPONDENTS PERCENTAGE

YOU USING (%)
SAMSUNG TV
1 PAST 1 YEAR 26 26

2 PAST 3 YEARS 54 54

3 PAST 5 YEARS 14 14

4 MORE THEN 5 6 6
YEAR
TOTAL 100 100

SOURCE: Primary data

The above table shows that out of the total respondents 26% of the past 1 year are
the respondents 54% at the past 3 year of the respondents of the 14% past 5 years and more than
5 years 6% respondents

Majority of the respondents 54%

31
 CHART 3.9

HOW LONG YOU USING SAMSUNG TV

120

100
100

80

60 NO.OF.RESPONDENTS
54
PERCENTAGE (%)

40

26

20
14

0
PADT 1 YEAR PAST 3 YEARS PAST 5 YEARS MORE THEN TOTAL
5 YEAR

32
 TABLE 3.10

HOW DO YOU COME TO KNOW ABOUT THE SAMSUNG TV

S.NO HOW DO YOU COME NO.OF.RESPONDENTS PERCENTAGE

TO KNOW ABOUT THE (%)
SAMSUNG TV

1 FRIENDS/NEIGHBOR 37 37

2 DEALERS/SALESPERSON 21 21

3 DISPLAY ON SHOP 25 25

4 ADVERTISEMENT IN 17 17
TV/CINEMA
TOTAL 100 100

SOURCE: Primary data

The above table shows that out of the respondents 37% of the friends/neighbor of
the 21% of the dealers/salesperson respondents 25% of the respondents display on shop of the
respondents 17% advertisements in TV/cinema respondents.

Majority of the respondents 37%

33
 CHART 3.10

HOW DO YOU COME TO KNOW ABOUT THE SAMSUNG TV

120

100
100

80

60

40 37
NO.OF.RESPONDENTS
25
21 PERCENTAGE (%)
20 17

34
 TABLE 3.11

WHAT IS THE IMAGE OF SAMSUNG TV IN YOUR MIND

S.NO SAMSUNG TV NO.OF PARCENTAGE

RESPONDENTS (%)
1 SAFE PRODUCT 26 26

2 ECOOMICAL 30 30
AND DURABLE
3 WARRANTY 39 39

4 GUARANTEE 5 5
THEY OFFER

TOTAL 100 100

SOURCE: Primary data

The above table shows that out of total respondents 26%of the safe product. 30%
respondents’ economical and durable And 39% respondents are warranty. And 5% respondents
are guarantee they offer.

Majority of the respondents 39%

35
 CHART 3.11

WHAT IS THE IMAGE OF SAMSUNG TV IN YOUR MIND

120

100
100

80

60 NO.OF RESPONDENTS
PARCENTAGE (%)
39
40
30
26

20
5
0
SAFE ECOOMICAL WARRANTY GUARANTEE TOTAL
PRODUCT AND DURABLE THEY OFFER

36
 TABLE 3.12

ARE YOU SATISFIED SAMSUNG TV

S.NO ARE YOU NO.OF.RESPONDENTS PAECENTAGE

SATISFED (%)
SAMSUNG TV
1 YES 91 91

2 NO 9 9

TOTAL 100 100

SOURCE: Primary data

The above table shows that out of the respondents 91% of the yes respondents. And
remaining 9% of the respondents are no.

Majority of the respondents 91%

37
 CHART 3.12

ARE YOU SATISFIED SAMSUNG TV

120

100
100
91

80

60 NO.OF.RESPONDENTS
PAECENTAGE (%)

40

20
9

0
YES NO TOTAL

38
 TABLE 3.13

AS COMPARE TO OTHER BRAND TV HOW DO YOU RATE THE FOLLOWING

CHARECTORISTICS OF YOUR SAMSUNG TV

S.NO AS COMPARE TO NO.OF.RESPONDENTS PERCENTAGR

OTHER BRAND TV (%)
HOW DO YOU RATE
THE FOLLOWING
CHAROCTORISTICS
OF YOUR SAMSUNG
TV
1 PRICE 26 26

2 QUALITY 40 40
3 DURABLE 23 23
4 USAGE 10 10
TOTAL 100 100

SOURCE: Primary data

The above table show out of respondents 26%of the price respondents of the
40% of the quality respondents of the 23%of the durable respondents of the 10% of the usage
respondents.

Majority of the respondents 40%

39
 CHART 3.13

AS COMPARE TO OTHER BRAND TV HOW DO YOU RATE THE FOLLOWING

CHARECTERISTICS OF YOUR SAMSUNG TV

120

100
100

80

60 NO.OF.RESPONDENTS
PERCENTAGR (%)
40
40

26
23
20
10

0
PRICE QUALITY DURABLE USAGE TOTAL

40
 TABLE 3.14

DO THINK ADVERTISEMENT MADE YOU TO PURCHASE THE SAMSUNG TV

S.NO DO THINK NO.OF.RESPONDENTS PERCENTAGE

ADVERTISEMENT (%)
MADE YOU TO
PURCHASE THE
SAMSUNG TV
1 YES 79 79

2 NO 21 21

TOTAL 100 100

SOURCE: Primary data

The above table out of the respondents 79% of the respondents yes of the
respondents 21% of the no respondents

Majority of the respondents 79%

41
 CHART 3.14

DO THINK ADVERTISEMENT MADE YOU TO PURCHASE THE SAMSUNG TV

120

100
100

79
80

60 NO.OF.RESPONDENTS
PERCENTAGE (%)

40

21
20

0
YES NO TOTAL

42
 TABLE 3.15

HOW MUCH OF PRICE WILL YOU PREFER TO BUY SAMSUNG TV

S.NO HOW MUCH OF NO.OF PERCENTAGE

PRICE WILL RESPONDENTS (%)
YOU PREFERTO
BUY SAMSUNG
TV
1 LESS THAN 20000 32 32

2 20000 to 30,000 61 61

3 ABOVE 40,000 7 7

TOTAL 100 100

SOURCE: Primary data

The above show that out of total respondents 32%of the less than 20,000 of the
respondents 61%of the 20,000 to 30,000 respondents and above 40,000 7%of the respondents.

Majority of the respondents 61%

43
 CHART 3.15

HOW MUCH OF PRICE WILL YOU PREFER TO BUY SAMSUNG TV

NO.OF RESPONDENTS

32

1 LESS THAN 20000

2 20000 to 30000
100
3 above 40000
3 TOTAL
61

44
 TABLE 3.16

WHAT IS YOUR OPINION ABOUT SAMSUNG TV

S.NO WHAT IS YOUR NO.OF PERCENTAGE (%)

OPINION ABOUT RESPONDENTS
REFRIGERATOR
1 EXCELLENT 19 19

2 VERY GOOD 51 51

3 GOOD 27 27

4 AVERAGE 3 3

TOTAL 100 100

SOURCE: Primary data

The above table shows that of respondents 19% of the excellent of the respondents
51% of the respondents very good of the respondents 27%of the respondent’s average 3%of the
respondents.

Majority of the respondents 51%

45
 CHART 3.16

WHAT IS YOUR OPINION ABOUT SAMSUNG TV

120

100
100

80

60 NO.OF RESPONDENTS
51 PERCENTAGE (%)

40

27

19
20

3
0
EXCELLENT VERY GOOD GOOD AVERAGE TOTAL

46
 TABLE 3.17

WHY DID YOU PREFER SAMSUNG TV

S .NO WHY DID YOU NO. PERCENTAGE

PREFER OF.RESPONDENTS (%)
SAMSUNG TV
1 QUALITY 27 27

2 PRICE 37 37

3 SERCIVE 31 31

4 DURABILITY 5 5

TOTAL 100 100

SOURCE: Primary data

The above table shows that out of total respondents 27%of the respondent’s
quality. 37%of the respondents are price. 31%of the respondents are service. 5% of the durability
of the respondents

Majority of the respondents 37%

47
 CHART 3.17

WHY DID YOU PREFER SAMSUNG TV

120

100
100

80

60 NO. OF.RESPONDENTS
PERCENTAGE (%)

40 37
31
27

20

0
QUALITY PRICE SERCIVE DURABILITY TOTAL

48
 TABLE 3.18

WHAT PROBLEMS FACED WHILE PURCHASING SAMSUNG TV

S.NO WHAT NO.OF.RESPONDENTS PERCENTAGE

PROBLEMS (%)
FACED WHILE
PURCHASING
SAMSUNG TV
1 LAKE OF 28 28
INFORMATION’S

2 NON CO- 26 36
OPERATION
SHOWROOM
PEOPLE
3 DELAY 16 16

4 NO PROBLEM 29 29

TOTAL 100 100

SOURCE: Primary data

The above table shows that out of total respondents 28%of the respondents lack
information’s of the respondents 26%of the respondent’s non corporation’s showroom people of
the respondents 16% of the respondent’s delay of the respondents 29%of the no problem of the
respondents.

Majority of the respondents 29%

49
 CHART 3.18

WHAT PROLEMS FACED WHILE PURCHASING SAMSUNG TV

50
 TABLE 3.19

WHAT IS YOUR OPINION AFFTER USING SAMSUNG TV

S.NO WHAT IS YOUR NO.OF.RESPOMDENTS PERCENTAGE

OPINION (%)
AFFTER USING
SAMSUNG TV
1 GOOD 34 34

2 EXCELLENT 37 37

3 SATISFACTORY 27 27

4 NOT 2 2
SATISFACTORY
TOTAL 100 100

SOURCE: Primary data

The above table shows that out of the respondents 34%of the respondents good of the
respondents 37%of the respondents excellent of the respondents 27%of the respondents
satisfactory of the respondents 2% of the respondents.

Majority of the respondents 37%

51
 CHART 3.19

WHAT IS YOUR OPINION AFFTER USING SAMSUNG TV

120

100
100

80

60 NO.OF.RESPOMDENTS
PERCENTAGE (%)
40 37
34
27

20

2
0
GOOD EXCELLENT SATSFACTORY NOT TOTAL
SATSFACTORY

52
 TABLE 3.20

WHAT TO YOU ABOUT THE PRICE OF SAMSUNG TV

S.NO WHAT TOYOU NO.OF.RESPONDENTS PERCENTAGE

ABOUT THE (%)
PRICE OF
SAMSUNG TV

1 HIGH 40 40

2 NORMAL 36 36

3 LOW 24 24

TOTAL 100 100

SOURCE: Primary data

The above tables out of the respondents 40 %of the respondents high of the
respondents 36% of the respondents are normal 24% of the low of the respondents

Majority of the respondents 40 %

53
 CHART 3.20

WHAT TO YOU ABOUT THE PRICE OF SAMSUNG TV

54
 CHAPTER-IV
FINDINGS AND SUGGESTION

4.1 FINDINGS
 Majority of the respondents 50 % of male & family equal.
 Majority of the respondents 43% of 21to 25 years.
 Majority of the respondents 65% of nuclear family.
 Majority of the respondents 46% of 4to5 members.
 Majority of the respondents 46% of collage level.
 Majority of the respondents 46% of 10000 to 20000.
 Majority of the respondents 40% of business.
 Majority of the respondents 96% of yes.
 Majority of the respondents 54% of past 3 years.
 Majority of the respondents 37% of friends /neighbor.
 Majority of the respondents 39 % of warranty.
 Majority of the respondents 54 % of yes.
 Majority of the respondents 40 % of quality.
 Majority of the respondents 79 % of yes.
 Majority of the respondents 61 % of 20000 to 30000.
 Majority of the respondents 51 % of very good.
 Majority of the respondents 37 % of price.
 Majority of the respondents 29 % of no problem.
 Majority of the respondents 37 % of excellent.
 Majority of the respondents 40 % of price high.

55
4.2 SUGGESTION

 Minimum no of the respondents are influenced by the advertisement. So the company

may give more advertisement through T.V and news paper.
 Maximum no of the respondents prefer the value of Samsung TV & and also prefer all
new features into low price segment TV.
 Most of the respondents influenced into the look. The company should take some
necessary step to improve the design of the TV.
 Many of the respondent’s opinion toward the price are high. So the company should
reduce the price level.
 The company may increase and arrange the more number of authority service center and
also give district channel service

56
 CHAPTER-V
5.1 CONCLUSION
The project which focuses on the identification of consumer satisfaction towards
SAMSUNG TV with special reference to TIRUPUR district way done and it was advertisement
in various media of development of sales and it may increase the average distance are per day
SAMSUNG TV. The company should improve the design and the more features and also reduce
price level. The company should increase the authorized service centers and distribution channel.
So the company should take some necessary steps overcome those problems.

57
 Bibliography

 The information provided by the customer.

 Through the personal interaction with the help of questionnaire
 Websites of consumer durable brands Like Sony, Samsung, LG etc.

 www.google.com
 www.scrib.com
 www.sony.co.in
 www.samsung.com
 www.wikipedia.com/samsung

58
 A STUDY ON CONSUMER SATISFACTION TOWARDS
SAMSUNG TV IN TIRUPPUR CITY

QUESTIONNERIES
1. Name :

2. Address :

3. Gender of the respondents

a) Male b) female

4. Age of the respondents

a) up to 20 years b)21 to 25 years c)26 to 30 years d) above 31 years

5. Marital status of the respondents

a) Married b) unmarried

6. Educational qualification of the respondents

a) Illiterate b) school level c) college level d) professional level

7. Occupational status of the respondents

a) Business b) employee c) agricultural d) others

8. Monthly income of the respondents

a) Below Rs. 10000 b) Rs.10000- 20000

c) Rs. 20000- 30000 d) above Rs. 40000

9. Type of the family

a) Nuclear family b) joint family

10. Number of members of the respondents

a) Up to 2 members b) 3 members

c) 4 members d) above 4 members

59
11. How do you know about the Samsung T.V?

a) Advertisement b) friend

c) T.V d) relatives

12. Why did you prefer the Samsung T.V?

a) Price b) quality

c) Color d) style

13. How long years you are using Samsung T.V

a) 1-3 years b) 4-5 years

c) 6-8 years d) above 8 years

14. How much amount spend to purchase of Samsung T.V

a) Less than 20000 b) 20000 to 30000

c) 30000 to 40000 d) above 40000

15. Are you satisfied in price of Samsung T.V?

a) Yes b) No

16. How many member are using Samsung T.V in your family

a) 1-3 members b) 4-5 members c) all the members

17. What is your opinion about the Samsung T.V?

a) Highly satisfied b) satisfied

c) Normal d) dissatisfied

60
18. Do you face any problems in Samsung T.V?

a) Yes b) No

If yes, reason_________________________

19. Give your valuable suggestion

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