EXECUTIVE SUMMARY

This study was conducted on Customer Satisfaction with Special Reference to Selco Solar
Light, Tiptur Tumkur. The objective of the study was to analyses satisfaction towards
organization and factor influencing purchase decision and study about loyalty. In the
beginning the through observations the information are gathered. Around one weak is utilized
to analyses the organization structure. And then later on with the help of guide information
regarding each and every department is collected.

Information regarding the topic is collected from various secondary sources. Literature
review was conducted to understand the depth of the topic and also various books and annual
report of the company is also utilized. The intention of the project was to analyse the
customer satisfaction towards the organization. Then later on with the help of the guide
information regarding each and every department is collected

After analyzing the organization then well prepared questionnaire was distributed to the
customer and the information was collected. Even personally some customers are interview.
The data collected was used to analyze the customer’s wants needs to satisfaction of
customer. Secondly personal interview was carried out with the customer. This was conduct
to analyse customer satisfaction about the company. The respondents were polite enough to
respond for every question

Information gathered through secondary data and primary data is compared and analyzed
using graphs. And the data interpreted on the basis of that. All information’s collected are
described in different chapters only some confidential matters are not described in the report.
Finally, the project provides entire view of Customer satisfaction towards the Organization.
 CHAPTER 1
INTRODUCTION
CHAPTER 1

INTRODUCTION

1.1 Introduction

The project program is connected with the partial fulfilment of MBA degree under VTU. The
main objective of this Internship program is an excellent way to build these all important
connection that are invaluable and maintaining a strong professional network for the future.
Internship provided real would experience to looking to explore or gain relevant knowledge
and skill required entering in to a particular career filed.

The project of internship is carried out of the 6 weeks of period starting from January 03 to
February 16 in Selco Solar Light Pvt Ltd Tiptur, Tumkur. The study is helps to know the
customer satisfaction of Selco product and services. And require identifying needs and wants
of customer. This gives theoretical and practical knowledge about work environment. The In
the global corporate business word the success depend on customer satisfaction basis. There
for in the 20th century customer are the kings of marketing. The company growth indicates on
the basis of customer satisfaction level.

Customer satisfaction has key role in determine the behavior of the buyer as well as
satisfaction of customer has a final decision. Until a buyer has clear picture of view about the
product he or she never purchase the product.

As they was given the opportunity to visit their branch and understand about their working
and also to know about the raw material processing, manufacturing unit. As we study in the
classroom regarding management, these are just theoretical, but this project period helped me
in exposing to the practical knowledge about what I learned in the classroom.

The study is conducted customer behavior and satisfaction of consumers towards solar
products. The importance of study is identifying needs, wants and problems of customer. To
study the financial condition of the company, balance sheet, and ratio analysis and know the
Industrial profile, company profile, offering the product information, strength, weakness,
opportunity, threats of the company.

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1.2 Industry Profile

The historical backdrop of photovoltaic vitality started in 1976 William Gryllsadams

alongside his understudy Richard day. They find that when selenium was displayed to light it
conveyed power. In 1955 Calvin more full Gerald individual and Daryl Chapin choose the
silicon sun based cell. These cells adequately shaped power and was sufficiently effective to
run little electrical devices. The year 1957 the primary sun based cells are available fiscally at
$400 for a one watt daylight based cells. The principle sun powered cells are used as a part of
toys and radios. In 1970 lower price of daylight based cells found. This value purchase down
$200 to $20 per watt. This examination skewered by Exxon. The period 1970's to 1990's
quiet changes in the usage of sunlight based cells. Like showing up on railroad crossing, in
remote spots control home, Australia used the sun oriented cells in their microwave tower to
grow the capability of media transmission. Likewise, use sun controlled vitality to soil the
hose. By and by a days we see the sun based power cars. Without a doubt, even the sun
controlled power plane that stream higher than some other aircraft exclusion of the
blackbirds. Sun controlled power in India is rapidly developing industry. in April 8 -2017 the
country sun oriented system have a total farthest point of 12.29 gig watts contrasted with
6.77GW toward the complete of money related month 2016. In first January 2015 India
government broadened its sun based arrangements. Concentrating on US $200 billion of
hypothesis and 200 gig watt of sun fueled cutoff including 50 gig watt from roof sun based
by 2023.

Commenting on importance of India joins to sun fueled power. India Prime Minister
Narendra Modi said at the essential climate meeting in Paris 2016 'the world must turn the
sun control future. As the making scene lifts billions of people into prospering our want for a
supportable planet resets on solid overall action'. India action 150 gig watt of sunlight based
imperativeness by 2022 is a longing target given the universes presented sun oriented power
restrain in 2015 182GW. India quadrupled its sunlight based power time confine 2860 MW
on 29 may 2014 to 13188 MW on 12 walk 2017 the most vital of any year.

Not withstanding the generous scale system related sun based PV activities. India continuing
to develop the usage if the off matrix sun controlled power for confined essentialness needs.
India has poor shock rate in neighborhood. in 2014 only 67% of each and every single family
access to control and 85%of commonplace family subordinate solid fuel for cooking.

2
Sun based thing have addressed country needs and before the complete of 2016. A total of
under 2 million sun controlled lights have been sold in the country. Reducing the
requirements for costly light oil. In the midst of 2016 alone 119798 sunlight based home
lighting structures were presented and 47558 sun based home lighting system presented under
a national program. That year 1.5 million sun controlled cookers spread in India.

In January 2015 Indian prime minister Narendra Modi and leader of France, François
Hollander built up system for the headquarters of the worldwide sun situated association in
Gwalpahari, Gurgaon.

The universal sun based organization together will move in light of progressing and making
sun oriented thing and essentialness for countries somewhere between the subject of
Capricorn and topic of harm. The partnership of 122 countries was reported at Paris
atmosphere summit. India is one of the nation with the higher sun oriented power generation
per watt presents with a protection of 1700 to 1950 kilowatt hours. On May 16 -2011 India's
first sun oriented power undertaking was enroll under the ideal headway equipment. India
saw a fast raise in use of daylight based electrical imperativeness in 2011when 26.2 MW was
added to the system and the example stimulated when 470MWwas included 2012. Late
development as been in excess of 4100 MW consistently and it set to increase yet further.

History about Solar Industry

In theory, solar energy was used by humans as early as 7th century B.C. when history tells us
that humans used sunlight to light fires with magnifying glass materials. Later, in 3rd century
B.C., the Greeks and Romans were known to harness solar power with mirrors to light
torches for religious ceremonies. These mirrors became a normalized tool referred to as
“burning mirrors.” Chinese civilization documented the use of mirrors for the same purpose
later in 20 A.D.

Another early use for solar energy that is still popular today was the concept of “sunrooms” in
buildings. These sunrooms used massive windows to direct sunlight into one concentrated
area. Some of the iconic Roman bathhouses, typically those situated on the south-facing side
of buildings, were sunrooms. Later in the 1200s A.D., ancestors to the Pueblo Native
Americans known as the Anasazi situated themselves in south-facing abodes on cliffs to
capture the sun’s warmth during cold winter months.

3
In the late 1700s and 1800s, researchers and scientists had success using sunlight to power
ovens for long voyages. They also harnessed the power of the sun to produce solar-powered
steamboats. Ultimately, it’s clear that even thousands of years before the era of solar panels,
the concept of manipulating the Solar.

Global Scenario

Solar installation will achieve 64.7 gig watts in 2016 global according to mecum capital
group. The clean energy research and communication firm based. The best three nation will
be china, us, Japan and they will represent for two third of the global market. Presently a
day’s global market opened and solar panel manufacture are now playing a key role in the
solar industry. The daylight based theory evaluate credit (ITC) has given industry
relentlessness and advancement since its hidden passage in 2006.

In the latest decade sun based has experienced a compound yearly advancement rate of more
than 60%. The cost to present sunlight based has dropped by more than 70% over the span of
the latest 11 year, beating the competition to reach out into new market and send a large
number of structures the nation over. Coming days sun based imperativeness in the sense
sun control consistently increase on the base of a couple of past research.
Presently a day people envision that close-by planetary group is indulgence yet in a future the
nearby planetary framework is advanced toward getting to be require. The sun oriented power
is eco big-hearted in nature. if we use other instrument rather than daylight based power the
earth tainting happen. Sun fueled power is general resources we easily get far and wide.

Indian Scenario

Solar power in India quickest developing industry and as of 31/December/2016 the nation
solar grid had a cultivate capacity of 9112.70 megawatts or 9.03 gig watts (gw). The main
Indian solar companies are follows:

4
 1. Tata power solar Pvt ltd
2. Selcosolar light Pvt ltd
3. Hhv solar technologies Pvt ltd
4. Chemtrols solar system ltd
5. Indo solar ltd
6. Jupitar solar power ltd
7. Premier solar system Pvt ltd
8. Surana ventures ltd
9. Swelect energy system ltd
10. Photon energy system ltd
11. Websol energy system ltd
12. Moser Baer solar group
13. Waareeenegies ltd
14. Emmvee group
15. Vikram solar pvt

India will turn out to be fourth biggest sunlight based market in 2016. A quick decrease in
cost and extended enthusiasm for sun arranged foundation has fanned tremendous
advancement, says a report released by platform to India.

A quick diminishment in costs and extended enthusiasm for sun controlled foundation fanned
colossal advancement over the span of late months in the countries sun fueled imperativeness
part said the 'India sun oriented handbook' released by BTI. Around 65 GW of sun based
point of confinement is required to be incorporated thoroughly in 2016 with Asian countries
in front of the pack to report said.

India has starting at now presented 606gw of utility-scale sun powered point of confinement
and 750 megawatt (mw) of roof restrict. Indian sun situated market appear in full grow as of
now. 26gw of wander are under different periods of headway. The market creating at an
exponential rate, around 35 new sensitive with a total point of confinement of 15.5gw were
pronounced in the latest year and an additional 5gw of new tenders are to be accounted for in
the coming months it included. The report said daylight based assessments have fallen by
practically 33% in India in recent two years.

5
Indian government has extremely mixed the zone over the latest eighteen months. Be that as
it may, now to complement must move from approach definition to execution. Our estimation
exhibit that unless troubles like transmission and financing are tended to urgently the
business will miss the destinations by tremendous edges said Vinayrustagi managing official
BTI. In June 2015 Prime Minister Narendra Modi extended India's goal to daylight based
power by five times from 20000MW to 100000MW (100GW) by 2022. The association
minister of ne and maintainable power source u=is concentrating on 12GW of utility-scale
sun controlled wander for 2016-18 yet BTI measures the honest as far as possible extension
at just around 7-9GW.

The report noticed that southern states are leading the pack sun based vitality however the
most noteworthy power expending states like Maharashtra and Uttarapradesh have been
relative slouches. It additionally plot guaranteeing framework strength promotion
speculation/loaning craving at forceful tax levels as the two fundamental difficulties standing
up to the Indian solar market.

1.3 Company Profile

SELCO Solar Light Pvt. Ltd. is a for-profit social enterprise based in Bangalore, India.
SELCO has played an instrumental role in improving living standards of poor households in
rural India especially in the state of Karnataka through solar energy based interventions and
low smoke cook stoves. In recognition of the services towards reduction of the gap in access
to the energy, SELCO has been awarded the prestigious Ashden Awards (also known as
the Green Oscars) twice, in years 2005 and 2007.SELCO India was founded in 1995 by
Dr.Harish Hande an alumnus of IIT Kharagpur with INR 15,000 funding from its co-founder
Mr. Neville Williams. SELCO India has installed solar light systems in 350,000 houses till
the date.

Selco Foundation's e-shala (e-school) project takes education to children in rural areas,
mostly in areas where power supply doesn't exist by using a solar-powered power storage
device, LED projector and tablet loaded with content.

6
History of SELCO

In 1995, the two partnered to found SELCO as an energy services company focused on
meeting the needs of people lacking adequate access to energy. Initially, SELF took majority
stake in new company, with Williams as Chairman, while Hande retained a minority
shareholding position and the role of Managing Director.

SELCO India eventually came into being in 1995 under the leadership of Hande and Neville
Williams, president of Solar Electric Light Fund (SELF). Financial backing was received in
December 1996 from Winrock International which released a conditional loan of $150,000
under the USAID Renewable energy commercialization project. This was however on a
condition that SELCO INDIA created couple of solar service centers and install a minimum
number of systems. SELCO started with a financial model in which each customer would pay
25% of the cost upfront as down payment and will further pay a monthly installment which is
affordable and within the average monthly budget of a family in the region. Along with that,
the SELCO INDIA also provided a year's guarantee to the warranty of the manufacturer
along with free service for a year and a 90-day money back guarantee. The loan to Winrock
was paid back by 200.

1.3.1 Promoters

The promoters of SELCO are Harish Hande and Neville Williams is the founder of the
SELCO Solar Light Pvt Ltd.

Harish Hande: Is Indian Social entrepreneur, who co-founded SELCO India in the year
1995.He was awarded with the Ramon Magsaysay Award for 2011 for pragmatic efforts to
put solar power technology in hands of the poor, through his social enterprise is SELCO
India. He was born in Udupi, he was done Energy Engineering in IIT Kharagpur. SELCO
INDIA under the leadership of Harish Hande has won the Ashden Award for Sustainable
Energy 2005 and Accenture Economic Development Award 2005.

Neville Williams: is a Solar energy pioneer who has promoted solar power applications
around the world since 1988.He founded a nonprofit organization specializing solar for
developing world, Launched various companies in 5 countries to sell and install solar electric.

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1.3.2 Vision, Mission and Quality Policy

Vision

Development and environment go hand in hand, achieving one without considering the other
cannot bridge current gaps in social, financial and environmental sustainability. To provide
photovoltaic and thermal products, solution and services with an exceptional quality and
deliver more value to our customers that cares their respect and loyalty.

Mission

At Selco sun powered we have assembled all the central qualities, advancement, innovation
and expertise in impeccable coordination with administration. Experience and investigation
to move this vision into reality.

1.3.3 Quality Policy

SELCO solar aim to deliver uncompromising quality products through total quality
management and continues improvement by involvement of all its employees.

Excellent quality management group.

Annual maintenance (AMC) support.

24*7 customer service.

Manufacturing brilliance.

Product guarantee.

Service and support.

8
1.3.4 Product / Service Profile

The organization has several products are mainly classified are as follows:

On the grid solar system

Off the grid solar system

Hybrid power system

Solar conversion kit

Solar street light/garden light

Solar water heater

Solar pump

Solar dc lights.

On the Grid Solar System

On grid solar system is the lower initial investment so establishment is very low price its
useful to people and also no repeated investment. On grid solar system in that not required
the batteries. That can feed into network and earn money. This is suitable for heavy loads like
a/c, machines. This is very quicker return of investment.

Off the Grid Solar System

Off grid solar system is suitable for independent operations. This frameworks control
reinforcement at the season of network disappointment. For this no network supply is
required. This nearby planetary group appropriate for littler loads and not for the
overwhelming burdens. The off matrix close planetary system more appropriate for the rustic
regions where framework disappointment is normal. This framework required change its self
in light of the fact that the matrix disappointment basic here.

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Hybrid System

The hybrid solar system can bolster into grid and earn money. Capacity as little common off
grid capabilities. Hybrid system feeding load with solar power during grid failure. This
system load sharing benefits with solar and grid. The hybrid solar system have minimum
battery bank capacity. This system more surge handling capacity and also high
transformation effectiveness.

Solar Conversion Kit

Solar conversion kit is the best solutions for smaller operations with existing inverter/battery.
It can be used with existing ups/investors. Sun powered transformation pack will accuse the
battery of sunlight based and supply to the heap. This is changing to sun based and supply to
the heap. The sun oriented transformation pack no compelling reason to charge battery.

Solar Street Light/Garden Light

The solar street light and garden lights are long life solar modules. This solar system self-
governance for cloudy/stormy days. Solar street light/garden lights more efficiency led
luminary. This is the independent power source. This solar systems maintenance free, like
once installed this system no maintenance problem is not there.

This is programmed sunset to down activities. The sun powered road light or garden light rust
free gi shafts for long life.

Solar Water Heater

The solar water heater keep water hygienic. This is the ensured long life framework. Sun
powered water warmer item condition inviting framework. This item erosion free water tank.
Sunlight based water radiator item accessible 100ltrs, 200ltrs, 300ltrs, and 500ltrs and
furthermore accessible household modular and business display.

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Solar Pump

Solar pump is suitable and helpful for open well/tube well applications. This is suitable for
heads up to 150 meters. This has got the long operating life. The solar pump high efficiency
MPPT with power optimization. This is helpful to dry run protection. The solar pump is
available as IEC certified modules with 26 years warranty.

Solar DC Lights

The solar dc system extracts greatest accessible power. The solar dc lights easy system
monitoring through led display. This is provision for mobile charging. The sun oriented dc
lights intended for simple establishment. This sun oriented light extremely adaptable to
utilize anyplace. The sun oriented light are moderate. This sun powered lights inbuilt charge
controller and battery.

1.3.5 Areas of Operation

The Selco Solar Light have their respected branches in Karnataka they are situated in
Tumkur Mangalore, Bangalore, Mysore, Shivamogga puttur, and their Kerala branches
situated in kasaragod, Kozhikode, Kannur.

1.3.6 Infrastructure Facilities

Solar company is the developing industry in India. The solar company Selco Solar Light is
developing in his own way. The Selco Company is giving good facilitated infrastructure for
their employee and employer as well is royal customer. For customer and companies well
relationship holding.

The infrastructure facilities are includes:

 Canteen

The organization giving the clean and good quality food for employee’s very low price and
variety of testy dishes.

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  Training

About the company system, fresh employee should be 6 month under training section. After
the training he/she worked as responsible part of the company.

 Good Working Condition

In SELCO Solar light workers are very happy to work because the companies’ rules and
regulation favors to the employer. And good ventilation facility. Reasonable salary to the
labourers.

 Other Infrastructure Facility

Toilet facility to employees it is separate for male and female. Air condition (ac) facility to
office worker and good condition super-fast computer system. Rest room facility, separate
male and female workers.

1.3.7 Competitor’s Information

Solar industry is a very important developing industry. The company’s competitors in

Karnataka.

Vg Solar Company

VG Solar was built up in Shanghai in January 2013, which represents considerable authority
in the advancement of Solar PV mounting framework, outline, assembling, deal and
establishment. As one of the best proficient sun oriented mounting sections provider, since its
foundation, the items have been sent out to numerous nations and locales.

Vijaya Industry

Vijaya solar industry placed Various District in Karnataka State, India in progress working in
the time 1972. Beginning stage we have begun assembling, introducing and overhauling of
gobar gas plants in Karnataka and adjacent states. Presently we have developed to wind up a
main non-customary vitality item producer and now we began assembling, Installing and
overhauling of sun based water warmers of various limit

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Rj Solar Power System

RJ Solar offers a purchase guide discount way to deal with private and business sun based
power. Rather than managing a high weight deals condition, RJ Solar will associate you with
our Licensed Electrical specialists and Solar Engineers to assemble a framework in light of
your needs and objectives. We ensure a Pressure-Free ordeal.

Bio Power Energy

We Bio Power Energy Company tries to be a main Biomass Briquetting Plant in India for
doing assembling of Biomass Briquettes for every single expansive industrial facility. We
will complete assembling of Biomass Briquettes as exchange wellspring of vitality with our
very much prepared manufacturing plant in Mangalore.

Bunt Solar India Pvt Ltd

Bunts Solar India Pvt. Ltd. was correctly established with such a dream, by experienced
individuals from the solar business. Not at all like different producers of Solar Energy
arrangements who have a tight standpoint that is gone for going where the market goes, at
Bunt Solar, had we put stock in making new needs and inventive arrangements that will
change the point of view of clients and make new market portions in this procedure. We trust
this is the thing that will manage the long haul enthusiasm for sustainable power source. To
empower this, Bunt Solar has put essentially in R&D, Market Research and Manufacturing
offices and these are supported by sufficient capital an accomplished Management group and
a tremendous product offering. Our endeavors have paid off and these can be found in the
honors, affirmations and accreditations got from different industry body.

Sun-Ray Solar System

Founded in sunny Southern California in 1978, Sun Ray Solar has situated itself to be the
supplier of choice for contractors and customers who demand the most reliable, high
performing, and cost-effective solar heating systems. The center of our business is our one of
a kind roll shaped sun powered gatherer safeguard plate, the warmth exchanger that
exchanges sun based vitality to liquid. Sun Ray Solar leads the path toward a cleaner and
more secure condition as a maker of top notch sun based pool warming frameworks.

13
Orb Energy

Orb is a top provider of solar power solution in India for more than 10 years, with more than
150,000 systems sold, and more than 30 megawatt of rooftop solar systems installed.

Orb’s solar panels are manufactured in-house, in its state-of-the-art factory in Bangalore.
Circle additionally makes its own sun oriented water warming frameworks in Bangalore also.
Circle has an interesting branch organize crosswise over India, and has in excess of 100
specialists on its finance for excellent establishment and dependable after-deals benefit.

Sanskrit Futuristic

Sanskrit futuristic Mangalore provides 2 years free service and 3 Years Replacement
Warranty on the materials. Lowest price and Best service is our motto. Supreme Power
Water Heaters today is known for high value energy efficient products. Going ahead with this
dedication it has presented best in class new production Electric Water Heaters. Enameled
warming component gives better assurance and longer life. Enameled covered glass lined
inward cistern that gives consumption protection, high weight withstanding limit and high
vitality productivity.

We are considered among the famous suppliers of very exemplary assortment of Solar
Lighting System. It is produced utilizing the superior quality crude material and
contemporary innovation. The item is exceedingly refreshing for its productivity, brilliance
and longer operational life. Customers can profit these items in the market at sensible rates.

Miscreant Solar System; Cad Solar Systems - Wholesaler of sun based board, differential
temperature controller and sun oriented inverter in Karnataka.

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1.3.8 SWOT Analysis

SWOT analysis mainly conducted to find out the company's performance in terms of
strength, weakness, opportunity and threats. The following information are available about
the Selco Solar Light.

Strengths

 24*7 Customer service:

The Selco Solar Light company have an own customer service department. In the customer
benefit division have the quick efficient working skill expertise employees.

 Product Warranty:

Our honorable company Selco Solar Light Company provided the quality items and given a
certain period of warranty their respected product.

 Expertise Quality Management Team

The company have their own mastery quality management team. And they are never
compromised their quality product and the services.

 Annual Maintenance (AMC):

Annual maintenance team nothing but their respected business how much revenue have to
increase next certain period. The organization give a target, that target to reach the annual
maintenance team work for that, not only for that they maintain a good working condition.

Weaknesses

 Poor Program and Project Design:

Our organization have to improve the some minor technical programme and design. So the
Selco Solar Light some point of view have to improve the program and project design. The
System Installation in a High Price and its Long Term Investment .Our company products are

15
the solar product, so that and all are installation cost is so the customer not interested to
install the solar system, but this is a definite long term investment.

Opportunities

 Increasing the Energy Requirement in the World:

The company have a better feature overhead because the renewable energy we think that, that
is a luxuries product but in feature that become a one of the need.

 Impetus to Domestic Research:

The company have the fundamental opportunity in the domestic areas and their product
implemented to the rural areas and gain a good margin income over the here.

 Development of Human Resources:

The company have their own a powerful research and development team. In include the
organization can build up their HR utilizing through sustainable power source.

 Lead a large product scale:

The company can able to lead a large scale products. The year by year globally increasing
temperature it’s the main opportunity to the company but not only industry, so the company
have capacity to lead a large scale project.

Threats

 Changes in Long Term Government Policy

The government policy changing one of the main threats to the company and industry,
because the company cannot project a long term plan. Changes in the administration
approach organization can't work the undertaking viably, so the adjustments in the long haul
government arrangement one of the enormous dangers in an organization.

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  Technological Changes

The changes in the technological changes in the sense up grading the product rapidly that is
also some time become threats of the company. Changes of the technology’s the old product
going to invaluable products.

 Lack of Co-operation from Local Distribution Channel:

The solar power or renewable energy's information to utilities and advantages are people are
not get properly till. So lack of knowledge the peoples are not co-operating from the local
distribution channel.

1.3.9 Future Growth and Prospects

Began as far back in the mid seventy's solar photovoltaic program of the government of India
is individual of the biggest in the world. The solar as a great future in the upcoming years
because of as follows:

The number of sun based organizations is expanding nowadays and it demonstrates that the
general population are getting the genuine learning about the sun oriented utilize.

Another significant thing is the sun oriented power establishment is the long term investment.

17
1.3.10 Financial Statement Analysis:

Table No: 1.1 Profit And Loss Account Of Selco Solar Light.

Particular 2017-18 2016-17 2015-16

Opening Stock 1740030 1808330 0
Purchase 2729755 6282726 1863520
Fright Charges 18500 68744 5010
Gross Profit C/D 880345 1250700 31500
TOTAL
5368630 9410500 1900030
Advertisement and Publicity 11500 18200 1200
Bank charge 1652 2365 330
Electricity Charges 4651 6210 1540
Legal and Profession charge 18500 27500 13500
Miscellaneous Expenses 25850 29630 1630
Postage and Courier 1450 2510 250
Printing and Stationary 8560 10750 3096
Rent Paid 62200 78800 15500
Staff Salary 120000 195000 10000
Transport charge 85600 139191 16892
Telephone charge 34750 43250 2450
Travelling and convenience 125400 152460 6896
VAT paid 195817 382266 0
Partner and Salary 300000 480000 0
Xerox and lamination 121 520 121
Trade license 0 0 500
Depreciation Written off 48625 33034 0
Net profit transferred to capital Account
284482 33010 10080

TOTAL 1076162 1632966 83985

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Sales 3560300 6950300 126000

Closing stock 1808330 2450200 1774030

TOTAL 5368630 9410500 1900030

Gross profit b/d 880345 1250700 31500

Output VAT 195817 382266 6930

Brokerage recived 0 0 45553

TOTAL 1076162 1632966 83985

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 Table No: 1.2 Balance Sheet Of Selco Solar Light.

Particular 2017-18 2016-17 2015-16

Liability
Capital account
Harish Hande 1125000 1125000 1125000
Neville Williams 1125000 1125000 1125000
Total 2250000 2250000 2250000
Reserve and surplus
Profit and loss account 47372 25000 5080
Current liabilities 480000
Salary o/s 40000 300000 100000
Bank od 59510 0 0
Creditors 579510 20562 11000
Total 2876882 2595562 2366080
Assets
Cash in hand 2834 95602.89 7056.09
Bank balance 135447 384254.11 66993.91
Deposits and advance 50000 50000 50000
Closing stock 2460200 1808330 1774030
Debtors 9060 7000 6000
Fixed assets
Computer 14080 35200 35200
Less: dep 60% 8448 21120 0
Total Fixed Asset 5632 14080 35200
Total Electrical Fitting 21303 23670 26300
Furniture and fixtures 193500 215000 215000
Less: Depreciation 19350 21500 0
Total Furniture and Fixtures 174150 193500 215000
Total Sign Board Cost 18256 19125 215000
Total 2876882 2595562 2366080

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Ratio Analysis

Ratio analysis is prepared to know the monetarist stability and financial position of the
business, ratio analysis useful internal and external manipulators to analyze the financial
enactment. Ratios can be used to measure the financial conditions of the company with
previous years, also it is used to assess different aspects of firms operation and financial
performance such as efficiency, liquidity, profitability and solvency. The reason behind
calculating ratio is to analyze whether the company is growing or deteriorating.

The ratio analysis is always concern with the evaluating relations along with financial
statement of an organization. These ratios are normally uses to recognize trend eventually for
an organization or to match up with two or more organization at the same time.

Importance of Ratio Analysis

Liquidity Position: With the help of ratio analysis conclusions can be drawn regarding the
liquidity positions of the firm. A firm can be said to have the ability to meet its short term
liabilities if it has a sufficient liquid funds to pay the interest on its short-maturing debt.

Long term Solvency: Ratio analysis is equally useful for assessing the long term financial
viability of a firm. This aspect of the financial position of a borrower is of concern of the
long-term creditors, security analysis, and the present and potential owners of the business.

Operating Efficiency: Yet another dimension of the usefulness of ratio analysis, relevant
from the viewpoint of management, is that it throws light on degree of efficiency in the
management and utilization of its assets.

Overall Profitability: The outside parties, which are interested in one aspect of the financial
position of the firm, the management is constantly concerned about the overall profitability of
the enterprise. They are concerned about the ability of the firm to meet its short-term as well
as long-term obligations to its creditors, to ensure a reasonable return to its owners and secure
optimum utilization of assets of the firm.

21
1. Current Ratio

A numerical measuring stick that analyze the connection between gatherings of figures which
identified with each other and are commonly reliant. Current ratio is used to measure the
ability of company to pay short term and long term debts out of available current assets.

Current ratios can be used to take a rough measurement of company’s financial conditions. It
can be calculated using following equation:

Current Asset

Current Ratio = ____________________

Current Liability

Table No: 1.3 Current Ratio

Year Current Assets Current liability Ratio

2016 1904080 111000 17.15

2017 2345187 320562 7.31

2018 2657541 579510 4.58

From the table No.1.3 current ratio stayed in the year 2016 was 17.15 then it reduced to 7.31
in the year 2017 and at last it reached in 4.58 in the year 2018. From the ratio we can identify
there is an overall decreasing trend, it indicates that the company is not in a strong position to
meet its short term obligations.

22
Quick Ratio

A numerical measuring stick that analyze the connection between gatherings of figures which
identified with each other and are commonly reliant. Current proportion is figured by
isolating current resources by current liabilities. Quick Assets comprises of all assets expect
stock and prepaid expenses. It can be calculated using following equation:

Quick Asset

Quick Ratio= __________________

Current Liability

Table No: 1.4 Quick Ratio

Year Quick Assets Current Liability Ratio

2016 193050 11000 17.55

2017 536857 320562 1.67

2018 197341 579510 0.34

A Quick ratio of 1:1 is satisfactory for firm. Table No.1.4 reveals that ratio was 17.55 in the
year 2016 and decreased in huge margin and reached 1.67 in the year 2017 and again it
reduced to 0.34 in the year 2018. Compared to the previous year the ratio decreased
drastically which means short term liquidity of the company is not good in the year 2018.

23
Fixed Asset Turnover Ratio

Fixed asset turnover ratio is generally used by the user to measure the operating performance.
This ratio helps to measure and to find out how the company is generating its sales by using
available fixed assets. (Property, depreciation, plant and equipment etc.) If the fixed asset
ratio is high, it indicates that the company has use its fixed assets effectively to generate
revenue. It can be calculated using following equation:

Sales

Fixed Assets Turnover Ratio= __________________

Fixed Assets

Table No: 1.5 Fixed Asset Turnover Ratio

Year Sales Fixed Assets Ratio

2016 126000 491500 0.256

2017 6950300 250375 27.76

2018 3560300 219341 16.23

Above table shows that how the company has utilized its fixed assets to generate sales
revenue, in the year 2016 fixed asset turnover ratio was 0.256, and it increases in 2017 is
27.76. Again it is decreased by 16.23 points in year 2018. It is a good sign for the company;
it clearly indicates that it has greater level of satisfactory and company is utilizing the assets
efficiently to generate enough sales revenue.

24
Working Capital Turnover Ratio

Proportion examination used to translate the money related proclamation so that the quality
and shortcoming of the firm, its authentic execution and current monetary condition can be
resolved. Working capital turnover proportion tells about what number of working capital is
turned over in a year. It can be calculated using following equation:

Net Sales

Working Capital Turnover Ratio= __________________

Net Working Capital

Table No: 1.6 Working Capital Turnover Ratio

Year Net Sales Net Working Capital Ratio

2016 126000 1956080 0.06

2017 6950300 2024625 3.43

2018 3560300 2078031 1.71

Table No.1.6 reveals that working capital ratio was 0.06 in the year 2016. The very next year
there is a title increase and reached 3.43 in the year 2017 and the ratio was decreased in the
year 2018 is 1.71. The sales value is increasing and decreasing, the study says that company
is efficiently using its net working capital in the year 2017.

25
Sundry Debtors to Working Capital

Sundry Debtors to Working capital is another important tool for estimating the working
capital of a company. It mainly highlights the proportion of the sundry debtors to working
capital over the years. If the debtors are able to repay the loans as in time then we can say that
the company is efficient. It can be calculated using following equation:

Sundry Debtor

Sundry Debtors to Working Capital Ratio= __________________

Working Capital

Table No: 1.7 Sundry Debtors to Working Capital

Year Sundry Debtors Working Capital Ratio

2016 6000 1956080 0.0031

2017 7000 2024625 0.0035

2018 9060 2078031 0.0044

Table No.1.7 shows that ratio was 0.0031 in the year 2016. In the year 2017 the ratio was
0.0035 and it increase in the year 2018 and reached 0.0044. The ratio is going to increase
year by year. It mainly highlight that the proportion of sundry debtors to working capital
over the year has been increased.

26
 CHAPTER 2
CONCEPTUAL
BACKGROUND AND

LITERATURE REVIEW
CHAPTER 2

CONCEPTUAL BACKGROUND AND LITERATURE

REVIEW

2.1 Theoretical Background of the Study

Consumer loyalty is a term every now and again utilized as a part of advertising. It is a
measure of how items and administrations provided by an organization meet or outperform
client desire. Consumer loyalty is characterized as "the quantity of clients, or level of
aggregate clients, whose revealed involvement with a firm, its items, or its administrations
(appraisals) surpasses determined fulfillment objectives."

Consumer loyalty themes came in early a day yet today it utilizing customary premise since
one key to purchaser's maintenance is consumer loyalty. These examination will serves to the
higher fulfills client for the most part it says faithful premise, long and purchases more item.
The organization will presented all the more new items and its updates in existing items. For
this investigation will influence organizations to can growing more advancement and in
addition take care of the client demand at a larger amount this circumstance client will
examine good about the organization.

Consumer loyalty can make client faithful to their items. In this specific research will
fabricate a long haul beneficial associations with the clients. It can gauge how effectively the
desires of a client inclining toward an item or administrations gave by association have been
come to. These time proprietor will to oversee and enhance their business. It will enhance
benefits and additionally nature of their items.

This examination will be roll out to improvement the clients mind, demeanor conduct and
clients are cheerful than no one but business can running easily. In this way client is ruler of
the business and constantly first inclination providing for the client

The Marketing Accountability Standards Board (MASB) underwrites the definitions,

purposes, and builds of classes of measures that show up in Marketing Metrics as a major
aspect of its progressing Common Language in Marketing Project. In an overview of about

27
200 senior showcasing supervisors, 71 percent reacted that they found a consumer loyalty
metric exceptionally helpful in overseeing and checking their organizations.
It is viewed as a key execution marker inside business and is regularly part of a Balanced
Scorecard. In an aggressive commercial center where organizations vie for clients, consumer
loyalty is viewed as a key differentiator and progressively has turned into a key component of
business technique.

In writing predecessors of fulfillment are examined from various perspectives. The

contemplations stretch out from mental to physical and from standardizing to positive angles.
Be that as it may, in a large portion of the cases the thought is centered on two fundamental
builds as client's desires preceding buy or utilization of an item and his relative impression of
the execution of that item in the wake of utilizing it.

Desires of a client on an item disclose to us his foreseen execution for that item. As it is
proposed in the writing, customers may have different "sorts" of desires while shaping
suppositions about an item's expected execution. For instance, four sorts of desires are
distinguished by Miller (1977): perfect, expected, least fair, and alluring. While, Day (1977)
showed among desires, the ones that are about the costs, the item nature, the endeavors in
getting benefits and in conclusion desires of social qualities. Seen item execution is
considered as a vital develop because of its capacity to permit making examinations with the
desires.

As per Philip Kotler, "fulfillment is a man's sentiments of weight or frustration coming about
because of item's apparent execution (result) in connection to his or her desires. Consumer
loyalty is the level of a man's felt state coming about because of looking at an item's apparent
execution (result) in connection to the individual's desires".

Importance of the Customer Satisfaction

 It’s a leading indicator of consumer repurchase intentions and loyalty

Consumer loyalty is the best marker of how likely a client will make a buy later on.
Requesting that clients rate their fulfillment on a size of 1-10 is a decent method to check
whether they will progress toward becoming rehash clients or even supporters.

28
  I in an aggressive commercial center where organizations vie for clients
Consumer loyalty is viewed as a key differentiator. Organizations who prevail in these
relentless situations are the ones that make consumer loyalty a key component of their
business technique’s a point of differentiation
Consumer loyalty is the metric you can use to diminish client beat. By estimating and
following consumer loyalty you can set up new procedures to build the general nature of your
client benefit.

 It increases customer lifetime value

An investigation by Info Quest found that a 'completely fulfilled client' contributes 2.6 times
more income than a 'to some degree fulfilled client'. Moreover, a 'completely fulfilled client'
contributes 14 times more income than a 'fairly disappointed client'. Fulfillment assumes a
noteworthy part in how much income a client produces for your business.

 It reduces negative word of mouth

McKinsey found that a despondent client differentiates between 9-15 individuals about their
experience. Truth be told, 13% of miserable clients educate more than 20 individuals
concerning their experience.

Consumer loyalty is firmly connected to income and rehash buys. What regularly gets
overlooked is the manner by which consumer loyalty contrarily impacts your business. It's
one thing to lose a client since they were miserable. It's something else totally to lose 20
clients on account of some terrible informal.

 It’s cheaper to retain customers than acquire new ones

McKinsey found that a troubled client distinguishes between 9-15 individuals about their
experience. Truth be told, 13% of miserable clients educate more than 20 individuals
regarding their experience.

Consumer loyalty is firmly connected to income and rehash buys. What frequently gets
overlooked is the manner by which consumer loyalty adversely impacts your business. It's
one thing to lose a client since they were troubled. It's something else totally to lose 20 clients
in view of some terrible informal.

29
2.2 Literature Review

TSE and Wilton (1988) “They define that the customer will have certain pre-expectation
about the particular service they are purchasing. When he purchases the particular product, he
evaluates the actual performance and perceived performance of the product. If the actual
performance is more than the perceived one, then the customer becomes highly satisfied.
They reach a conclusion that the perceived performance if whether satisfied by the actual
performance of the product is because if their friends or colleagues were already used the
product, or they may go through the mind blowing advertisement”

Eugene W. Anderson (Jul., 1996) “This study investigates the association between
customer satisfaction and willingness-to-pay or price tolerance. The goal is not only to
determine whether the association between customer satisfaction and price tolerance is
positive or negative but also to gauge the degree of association. The Swedish Customer
Satisfaction Barometer provides the data. The empirical analysis indicates a negative
association between the level of customer satisfaction provided by the firm and the degree of
price tolerance exhibited by its customers. However, a positive association is found between
year-to-year changes in the levels of customer satisfaction and price tolerance”

Thorsten Henning-Thurau, Alexander Klee(1997) “Customer satisfaction with a

company's products or services is often seen as the key to a company's success and long-term
competitiveness. In the context of relationship marketing, customer satisfaction is often
viewed as a central determinant of customer retention. However, the few empirical
investigations in this area indicate that a direct relationship between these constructs is weak
or even nonexistent. The overall purpose of this article is to develop a conceptual foundation
for investigating the customer retention process, with the use of the concepts of customer
satisfaction and relationship quality. The article involves a critical examination of the
satisfaction–retention relationship and the development of a more comprehensive view of the
customer's quality perception”

Vavras(1999) A celebrated administration creator has accompanied a program to rate

consumer loyalty level in the business. His book, which was named as dedication fantasy
collects different ability to keep up consumer loyalty. The creator says that the association
ought to have a procedure to outline a consumer loyalty. The creator encircled different
behavioural fulfilment in light of the accomplished he had done.
30
Willard Hom(2000) large scale model of consumer loyalty which was composed by Willard
Hom says in regards to different essential level of client will's identity fulfilled by a business
or an association. He achieves the brains of the client to know the component of their
fulfilment, quality; esteem and conduct of an item are entomb identified with influence a
client to fulfill.

Ellan Day(2000) the article appears about the client proposition to an item for his fine choice. This
will stay in highlight to full fill his fulfilment level. The greater part of the clients gets a kick out of
the chance to give criticism for the item which they have utilized. The investigation in regards to
client's wellbeing to an item recommending to his known individuals. Item execution, physical
damage can make a client's psyche.

Philip Kotlar(2000) was direct an investigation on consumer loyalty is singular sentiments

of a client's pleasuring or frustrating come about because of examination of their items
perceivance execution in relations to his or her desires. It is informed that fulfillments in
which can be people groups feeling of joy on may be baffled, Because of a looking at the
items and execution in relations in his/her desire. Here Customer fulfillment it comes about
when there is a clients will either affirming their pre-buy desires for an obtained benefits or
might be emphatically disconfirmation their assumptions with respect to the acquired
administration, came about because of a few levels of post buys influenced towards the
experience.

Sureshchandra G.S Rajendran c and Anantharaman R.N(2002) "they executed an

alternate approach and perspectives consumer loyalty as a multi-dimensional develop
similarly as administration quality , however contend that consumer loyalty ought to be
operational zed a similar viewpoint on which benefit quality is operational zed. In light of this
approach the connection between benefit quality and consumer loyalty has been assessed.
The outcome determines that the two develops are surely autonomous yet are expensive
connected, suggesting that an expansion in one is probably going to an increment another".

Oliver (2002) directed an investigation on significance client fulfillments as added to the

more piece of the overall industry and profit for ventures for particular organizations. The
concentrations as a great part of the examines in on the disconfirmed of desire this hypothesis
is which clarified that "the client fulfilled when he or she feel that he or she feel that the item
execution misses the mark concerning his or her desire, at that point the client disappointed".
31
Susssan and David (2002) conduct a study on customer satisfaction. “Whether a purchaser is
fulfilled the in the wake of purchasing relies upon an offers performing in connection to the
buyers' desires. In for the most part, the fulfilment is an individual sentiment joy coming
about because of looked at an items perceivance execution in connection to what he or she
anticipated". On the off chance that there is an execution is to be fall due of desires, at that
point buyer will be disappointed. Additionally if the execution is matches the desire, at that
point customer is fulfilled. On the off chance that the execution surpasses desire, the client is
exceedingly fulfilled or disappointed.

Thomas and Sasser(2003) also conduct the study on consumer loyalty "more fulfillment or
joy it made a candidly bond with the great brand and friends isn't of some simply sane
inclination. Xeroxes larger amount of administration established that it is "totally fulfilled"
buyer were six time times all the more likely to repurchase Xerox item finished in the
accompanying 18months, than it is "extremely fulfilled" purchaser. An organization's
consumer loyalty studies and inner execution standard and measure of progress must connect
to client characterized necessities and desire".

Kerrie Bridson and Meissa Hikman(2003) was led an examination on consumer loyalty in
year 2003. He established that solid and frail both the attributive were more forecast of
fulfillment with an assistance of stocks, exchanging configuration and customer
administration and shopper administrations of the store. It was established that these was a
more effect between there is two sort of quality, for example, client property and business
characteristic. Here client demonstrating their own particular characteristic and additionally
conduct and bosses likewise demonstrating their conduct and property.

Yoshin yon (2004) contemplated that influenced of inspiration and in addition fulfillments on
goal loyalties of an auxiliary models and agents important among the built by utilization of a
basic condition displaying approaches thusly. Goal Manager ought to be built up higher
fulfillment level to make a positive post buy conduct with a specific end goal to enhance and
maintainable goals intensity.

Budiarto Subroto(2005) likewise led examination on consumer loyalty in 2005. He found

that a large portion of the clients had the recognition with respect to the general state of mind
and conduct. He tells about how does client see and their crediting conduct is principle part in
this investigation.
32
Subhashini Kaul(2005) explored consider on the client in 2005. He reasoned that clients
fulfilling with the administrations characteristics are the most in liable to stay must be
steadfast. Administration qualities are being expanded see as an apparatuses to build an
incentive for the client. India most effect on the consumer loyalty in an organization, because
of the properties and the overhauling which prompts the notoriety of the organization.

Dr. Eniola Samual (2006) “Consumer loyalty is an extreme promoting build over the most
recent three decades. Before, it was disdained and unaccepted idea for that organization
thought it because more vital to increase new client than remain the current ones.
Nonetheless, in this contemporary decade, organizations have increased better
comprehension of the significance of consumer loyalty and take one it as a high need
operational objective. This examination planned at examination the general consumer loyalty
of the versatile telecom industry in Nigeria. Factor impacting fulfilment and the connection
amongst fulfilment and socioeconomics. The results got in the exploration bring up that 57%
of the respondents are fulfilled and 5% profoundly fulfilled".

Riney Mathew and Sudha (2006) directed the examination on consumer loyalty in 2005 in
connection to the item and administrations. Client's fulfilments are a component of
perceivance in its execution and desire. Feeling of their fulfilment emerge when there is a
client's looking at observation and execution of a specific items and in addition benefits their
necessities and what they are relied upon it help choice to abandons or disparaging the results
of the organizations are relies upon a same number of factor, for example, administrations,
quality and general their admonishers ration fulfilment

Sachin guptha et al (2007) his investigation demonstrate the connection amongst client and
business. How an association deal with the different business exercises to keep down in
clients. He utilize scientific model to speak to the clients. Imagining that how a client returns
to a place of fulfilled customer.

Venkoba Rao (2007) has directed the examination on estimating consumer loyalty in 2008
the investigation is primarily to separating factor, and the key methodology has been to driver
a consistency brilliant ordeal over all client touch focuses right cost.

33
Kumbhar1 V.M (2011) "he tries an endeavors to analyze a commitment of different
measurement of administration quality in consumer loyalty. A consequence of study bring up
that every one of the 13 factors were discovered critical and great forecaster of general
fulfilment in e managing an account. Then again an after-effect of rule part investigation
point towards that apparent esteem, mark observation, cost viability, east to utilize, comfort,
issue taking care of, security and responsiveness are imperative factor of consumer loyalty in
e-keeping money it clarify 48.30% of fluctuation. Contact office, framework accessibility,
satisfaction, productivity and pay are relatively less imperative on the grounds that these
extents clarify 21.70% change in consumer loyalty".

34
 CHAPTER 3
RESEARCH DESIGN
CHAPTER 3

RESEARCH DESIGN

3.1 Statement of Problems

Customer satisfaction is a crucial role an organization to change and develop with customers.
In this day competitive world customers plays an important role in every business, the main
purpose of every businesses is to satisfy its existing customers as well as attract a new
customers. The reason for this is that is taking less time to find new prospective customer

In this competitive world lot of multi-level marketing companies are there in market and they
have variety of products and service. Many companies are aiming for high satisfaction
because who are just satisfied still it find easy to switch when better comes along. Those who
are highly satisfied are much less ready to switch

Topic Chosen for Study

The study has been undertaken in the Selco Solar Light for the purpose of knowing the
customer satisfaction level and need want expectation from the company. The topic selected
for the study is “A study on Customer satisfaction with special reference to Selco Solar
Light Tumkur”. Mainly selected this topic is to study the satisfaction level towards
organization and study customer loyalty towards the organization and determine factor
influencing purchasing power decision of the customer.

3.2 Need for the Study

Customer is a person whom you satisfy and need return for some payment. The payment
include in money or good will from the customer. Customer satisfaction level includes
perceived performance and expectation. If performance of the company not up to customer’s
expectation of the company it is not satisfied. If performance equal to expectation the
customers are highly satisfied.

35
The need for the study is to know the perception of customer.

To find out the positive and negative factor of the company

To know the present sale and performance of the company

3.3 Objectives of the Study

1. To study satisfaction level towards Selco solar.

2. To study the Customer loyalty towards Selco Solar.

3. To determine factors influencing purchasing power decision of Selco Solar Customer.

3.4 Scope of the Study

The project is shown a fair picture of the Selco Solar Light products customer satisfaction.
The study also highlights the various factors like quality, Price, Durability, Publicity, Quick
delivery time and after sale services of company. The studies also provide suitable solution
for the company to promote their product, quality, and sale and customer satisfaction.

The study is more concerned with practical exposure, direct interaction with the customer.

3.5 Methodology

The study is made up of both primary and secondary data. In the study consider the both data.
This can be understood as the science of study how these researches are to be done in the
scientific basis.

Primary Data

Primary data information gathered personally. It is not structured data. Primary data have
been obtained through observations, questionnaire and personal interview with the customers
and employees.

36
Secondary Data

Secondary data collected are structured data. These are obtained from annual reports and
other published documents of the company. Furthermore, information’s are gathered from
various books, journals and website associated with the subject.

Sample Size

Here a sample size of 100 respondents is selected for conducting the research. For the
purpose of survey the study is conducted through direct questionnaire.

Sample Techniques

What are the results obtained by researcher fully depends on the sample size from where the
data is collected. All the findings in this study are based on the information gathered by
samples

Statistical Tool

The statistical tools are collected by percentage method. Through the graphs and charts we
can analyze, interpreting the data was done. For these tools the frequency chart used was bar
chart.

3.6 Hypothesis

There is significance relation between Quality of Product and Customer Satisfaction

HO = Better quality of product leads to customer satisfaction

H1 = Better quality of product doesn’t leads to customer satisfaction

37
3.7 Limitation of the Study

1. Response given by the customer may not correct always

2. Collecting information is difficult because of customers are sometime busy in their own

Work

3. Some customer may be illiterate

4. Response of customer keep on changing any time

5. This study only limited area

6. Many of the customer are responding without any prior preparation answering the
Question

3.8 Chapter Scheme

The study was conducted on “Customer Satisfaction by Selco Solar Lights” the objective of
the study to understand the customer satisfaction level of the product and services, to study
about the customer loyalty towards solar and to determine factor effecting purchase decision.
The first chapter provides various information about the company which has to be taken for
reference of industries and company profile information, promoters, vision and mission and
quality policy of the company product and service offered competitor’s information, SWOT
analysis and future growth and financial statements of the company.

Chapters second consist of the theoretical background of the study, literature reviews related
to the project topic which has been taken to the study.

Third chapter consist of statement of the problem, need for the study, objectives of the study
and scope, research methodology which means sources of data and limitations of the study.

Fourth chapter consist of analysis and interpretation, data collection with the relevant tables
and graphs. Result obtained by the using statistical tools etc.

38
Fifth chapter provides summary of findings, conclusion and suggestions and at the end the
bibliography is mentioned. It is make sure that various Websites, books, journals and other
sources used to gather information.

In annexure a copy of questionnaire is attached, which was circulated among customers to

gather the required information.

39
 CHAPTER 4

DATA ANALYSIS AND

INTERPRETATION
CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

An Investigation is the procedure of fundamentally looking at in the detail the data given in
the announcement and graphs. With the end goal of investigation singular things are
contemplated. The bury association with other related finger are set up. The information is at
times revised to have a superior comprehension of the data with the assistance of various
strategies and instruments for the reason. Investigation and translation are firmly related.
Translation isn't conceivable without investigation and without elucidation examination no
esteem.

Elucidation is drawing derivation and expressing what the figures in the announcement
extremely mean. The most critical target of the examination and elucidation is to break down
the centrality and significance of the announcement and charts to know the quality and
shortcoming of the business. Undertaking so that, a figure might be made without bounds
prospects of the business undertaking production

Importance of Data Analysis

Information investigation can be viewed as a standout amongst the most essential piece of the
basic leadership process. Information examination is made to think about a specific issue of
an association. An assortment of strategies are being adjusted to examination the information
all the time and to discover the coveted outcomes. Once the investigation part is done, it
center around the require understanding about that paying little mind to the way that it is
great or not. Examining the review information is an imperative and energizing advance in
ventures. The time you may uncover the vital actuality about money related information that
you may not generally have known existed, or gives certain certainties to help your plans. By
doing top to bottom information examinations, one can be to recognize connection between
different information that will see more about organization and guide towards better choices.
Introduction of the broke down information is another weak assignment.

40
4.1 Demographic Profile of Respondent

4.1.1 Analysis of Age group of the respondents

In general more middle aged peoples are prefers Solar System. So greater number of
respondents who visit the store by age group between 30 and 50 years.

Table no.4.1.1 Age of Respondents

Age Respondents Percentage

Below 20 7 7%

20-30 23 23%

30-50 64 64%

50 above 6 6%

Total 100 100%

Figure No. 4.1.1 Age of respondents

70%
60%
50%
40%
30%
20%
10%
0%
Below 20 20-30 30-50 50 above
age

The above table and figure 4.1.1 shows that most of the Respondents are the age group of 30
to 50 years, that is 64% of the total respondent and 23% of respondents are the age group
between 20 to 30 years. 6% of customers are the age group of above 50years.
Most of the Middle aged are prefer Solar systems that is age between 30 and 50 years.
40
4.1.2 Qualification of Respondents
In the analysis, it is indicated that highly qualified people are more interested in Selco solar
products. Then people who have Diploma/Engineering scores are lower.

Table No 4.1.2 Qualification of Respondents

Qualification Respondents Percentage

SSLC/PUC 19 19%

Graduation 33 33%

Post-graduation 30 30%

Other course 18 56%

Total 100 100%

Figure No 4.1.2 Qualification of Respondents

60% 56%

50%

40%
33%
30%
30%
19%
20%

10%

0%
SSLC/PUC Graduation Post-graduation Other course

The above figure and table 4.1.2 shows that 19% of the respondents are from PUC, 33% of
respondent are completed graduation. 30% of respondents are post graduates and 18% of
respondents are from other course like diplomas or engineering.
By this observation more number of diplomas or engineering course qualified are prefers
Selco solar.
41
4.1.3 Monthly income of Respondents
The prices of Selco solar are expensive and not convenient for low-income
people.Therefore,low income people are not interested in buying from Selco
solar.Here,whose income is more than 50000,they prefer to buy Selco products.

Table No 4.1.3 Monthly Income of Respondents

Monthly Income No of Respondent Percentage

Below 10000 14 14%

10000-30000 20 20%

30000-50000 28 28%

Above 50000 38 38%

Total 100 100%

Figure No 4.1.3 Monthly Income of Respondents

40

30

20

10

0
Below 10000 10000-30000 30000-50000 Above 50000

income level

The above table and figure 4.1.3. Shows that most of the respondents are the income level of
above 50000, which is 38%. And 28% Respondents are in the income level of 30000-50000
20% of Respondents are in the income level of 10000-30000. And remaining 14% of
customers are the income level of below 10000.
The above graph states that having more than 50000 is most prefers this product. Then next
income between 30000 to 50000.Few of the low income prefers this product only.
42
4.2 Satisfaction level towards Selco
4.2.1 Regarding Aware of the Product

By observing the survey finded that most of them are Aware about selco brand. Least
numbers are not aware about this solar brand

Table No 4.2.1 Regarding Aware of the Product

Opinion No. of Respondents Percentage

Yes 83 83%

No 17 17%

Total 100 100%

Figure No 4.2.1 Regarding Aware of the Product.

100%
83%
80%

60%

40%
17%
20%

0%
yes No

Percentage

In the above table and figure 4.2.1 shows that 83% of respondents are aware about Selco
Brand. 17% respondents are No about Selco. Most of the respondents are aware about the
Selco Brand.
Most of them are aware about the Selco solar Product.Less Numbers are not aware about the
Selco brand.

43
4.2.2 Response of the Sales person

When the customers are visited the store they can get responses of sales person so they tell
that most of them responded response of sales person is good.
Table No 4.2.2 Response of the Sales person

Responses No. of Respondent Percentage

Good 55 55%

Average 30 30%

Bad 15 15%

Total 100 100%

Figure No 4.2.2 Response of the Sales Person

60% 55%

50%

40%
30%
30%

20% 15%

10%

0%
Good Average Bad

Percentage

In the above table and figure 4.2.2 shows that most of the respondents said that response of
the sales person is good that is 55%.30% peoples said that average response and other 15%
said that bad.
By this figure most of them are agreed that sales person replay is good.So Selco solar light
are treat their customers in very good way.

44
4.2.3 Satisfaction Level Based on Quality

Main intention was this question was based on quality customers are Satisfy or not.majority
of them are Highly satisfied.

Table No 4.2.3 Satisfaction Level Based on Quality

Satisfaction Level No. Of Respondents Percentage

Highly Satisfied 46 46%

Satisfied 38 38%

Neutral 14 14%

Dissatisfied 2 2%

Total 100 100%

Figure No 4.2.3 Satisfaction Level Based on Quality

50% 46%
38%
40%
30%
20% 14%
10%
2%
0%
Highly Satisfied Satisfied Neutral Dissatisfied

Percentage

The above table and figure 4.2.3 shows that most of the respondents highly satisfied the
quality of Selco that is 46%. And 38% of respondents satisfied quality of the product, 14% of
respondents neutrally satisfied quality of the product, and remaining 2% respondent s are
dissatisfied the quality level of the product.
By observing all this customer has agreed that quality of the Selco solar is good. Customers
are satisfied with the quality of selco provides.
45
4.2.4 Kinds of solar products prefer to buy from store
By observing Customers many are prefer solar lamp from the selco solar light ltd. Most of
them happy with that solar product from Selco store.
Table No 4.2.4 Kinds of solar products prefer to buy from store

Items Respondents’ Percentage

Solar Heater 33 33%

Solar Lamp 40 40%

Solar Light 20 20%

Others 7 7%

Total 100 100%

Figure No 4.2.4 Kinds of Solar Products Prefer Buy from Store

45% 40%
40%
35% 33%
30%
25% 20%
20%
15%
10% 7%
5%
0%
Solar Heater Solar Lamp Solar Light Others

Percentage

In the above table and figure 4.2.4 shows that most of the respondents prefer Solar Lamp, that
is 40%. 33% of respondents prefer Solar Heater. 20% of respondents are preferred to buy
Solar Light. And 7% of respondent prefer other products of Selco.
By this figure many of the customers are prefer Solar lamp.Less numbers are prefers Other
product of Selco.

46
4.2.5 Satisfaction Level Based on Price

By observing this, satisfaction level based on price most of them are satisfied. Less numbers
are dissatisfied with the price of the Selco solar

Table No 4.2.5 Satisfaction Level Based on Price

Satisfaction Level No. Of Respondents Percentage

Highly Satisfied 36 36%

Satisfied 40 40%

Neutral 17 17%

Dissatisfied 7 7%

Total 100 100%

Figure No 4.2.5 Satisfaction Level Based on Price

50%
40%
40% 36%

30%
20% 17%

10% 7%

0%
Highly Satisfied Satisfied Neutral Dissatisfied

Percentage

The above table and figure 4.2.5 shows that most of the respondents satisfied the price of the
Selco Solar Light that is 40%. 36% of respondents highly satisfied price of the product, 17%
respondent’s neutrally satisfied, and remaining 7% respondents are dissatisfied the price level
of the product.
Most Of them are highly satisfied based on Price of Selco solar. Customers are no more
worry about price fixed by the product of Selco.
47
4.2.6 Service Provided by the Store

By this, Many of them are highly satisfied with service provided by the Selco solar. They are
satisfied with the current service programe of the solar.

Table No 4.2.6 Service Provided by the Store

Satisfaction Level No. of Respondent Percentage

Highly satisfied 57 57%

Satisfied 29 29%

Neutral 8 8%

Dissatisfied 6 6%

Total 100 100%

Figure No 4.2.6 Service Provided by the Store.

60% 57%

50%
40%
29%
30%
20%
8% 6%
10%
0%
Highly satisfied Satisfied Neutral Dissatisfied

Percentage

The above table and figure 4.2.6 shows that most of the respondents highly satisfied service
provided by the store, that is 57%. And 29% respondents satisfied.8% respondents neutrally
satisfied and remaining 6% dissatisfied by the Service provided by the Organisation.
Most of them are highly satisfied by service provided the Selco.That means selco provides
good service.
48
4.2.7 Overall customer satisfaction

This question is regarding overall customer satisfaction towards Selco brand.Overall

Customer satisfaction towards Selco solar which is states that many of them are satisfied with
the Brand Selco.No one is highly dissatisfied with the Selco Brand.

Table No 4.2.7 Overall customer satisfaction

Satisfaction Level Respondents Percentage

Highly satisfied 30 30%

Satisfied 51 51%

Dissatisfied 19 19%

Highly dissatisfied 00 00%

total 100 100%

Figure No 4.2.7 Overall Customer Satisfaction

60% 51%

40%
30%
19%
20%

0%
0%
Highly satisfied Satisfied Percentage Dissatisfied Highly dissatisfied

In the above table and figure 4.2.7 shows that overall customer satisfaction out of 100
respondents, 51% of respondents satisfied, 30% respondents highly satisfied. 19%
respondents dissatisfied. And none of respondents highly dissatisfied.
Many of them are satisfied with the brand Selco.While taking Overall performance no
customer can agree with the highly dissatisfied.

49
4.2.8 Companies Attitudes about the Complaints

This question main intention was to identify weather Companies response was good or bad
towards customers. Many of them agreed that companies’ attitudes towards customer
complaints is good.

Table No 4.2.8 Companies Attitudes about the Complaints

Particular No. of Respondents Percentage

Excellent 19 19%

Good 48 48%

Average 24 24%

Poor 9 9%

Total 100 100%

Figure No 4.2.8 Companies Attitudes about the Complaints

60%
48%

40%
24%
19%
20% 9%

0%
Excellent Good Average Poor

Percentage

The above table and figure 4.2.8 shows that the most of the respondents says, reaction of the
companies about complaint is good, that 48%. 19% respondents says excellent for the
company reaction, 24% respondents says average, and remaining 9% respondents says
reaction of the companies about the complaint poor.
50
4.2.9 Recommendation to Others for Future Usage

This question was asked for customers for the recommendation. Which means once they can
use and they can recommend for the others so majority of them tells that they can recommend
for further use.

Table No 4.2.9 Recommendation to Others for Future Usage

Opinion No. of respondent Percentage

Yes 81 81%

NO 19 19%

Total 100 100%

Figure No 4.2.9 Recommendation to Others for Future Usage

90% 81%
80%
70%
60%
50%
40%
30%
19%
20%
10%
0%
Yes NO

Percentage

The above table and figure 4.2.9 shows that Respondents will recommends for others to
buying the Selco Solar Light for future usage, out of 100 respondents 81% respondents are
replied Yes they will recommend to others, and rest of the 19% respondents are replied No. it
is found that most of the customers will recommend for Future usage.
Many of them are agreed that they will recommend the Selco.That means the customers are
very happy with this product.
51
4.2.10 Technical Support Provided by Company
This questions was asked for the purpose of knowing technical support provided by the
company. Majority of them satisfied with the technical support. Less numbers are dissatisfied
with this.
Table No 4.2.10 Technical Support Provided by Company

Satisfaction Level No.of Respondents Percentage

Highly satisfied 23 23%

Satisfied 66 66%

Neutral 3 3%

Dissatisfied 8 8%

Total 100 100%

Figure 4.2.10 Technical Support Provided by Company

70% 66%

60%

50%

40%

30% 23%
20%
8%
10% 3%
0%
Highly satisfied Satisfied Neutral Dissatisfied

The above table No 4.2.10 shows that 66% respondents are shows satisfied with technical
supports of company, 23% of respondents belongs to highly satisfied, and 8% of respondents
are belongs to dissatisfied, only 3% of respondents neutral. So majority of respondents are
satisfied with technical support of the company.

Many of them are satisfied with the technical support provided by the company. Less
numbers are dissatisfied with this.
52
4.3 To Determine Factor Effecting Purchase Decision

4.3.1 Source of Information

Question asked for the customers for knowing how they can know about the Selco solar.so
Majority of them are answered that word of mouth.so this was clearly says that Customers are
the one who sources of information

Table No 4.3.1 Source of Information

Sources No of Respondents Percentage

Online 8 8%

Print media 20 20%

TV advertisement 8 8%

Word of mouth 64 64%

Total 100 100%

Figure No 4.3.1 Source of Information

80% 64%
60%
40%
20%
20% 8% 8%
0%
Online Print media Tv advertisement Word of mouth
Percentage

The above table and figure 4.3.1 shows that, most of the respondents know about the product
from the word of mouth that is 64%. 20% respondents are getting information from print
media like newspaper advertisement. 8% of respondents know about the product from
Television advertisement. And 8% of respondent know about the product from online.
By taking the responses of customer they are known about selco brand through word of
mouth majority.Because of existing customers Selco get promoted.
53
4.3.2 Advertisement of Selco solar
This was the question asked for the purpose of knowing the quality or review of the
advertisement so majority of them are tells that advertisement of the company is
average.Selco must improve the advertisement.

Table No 4.3.2 Advertisement of Selco solar

Satisfaction Level No. of Respondents Percentage

Excellent 8 8%

Good 30 30%

Average 58 58%

Poor 4 4%

Total 100 100%

Figure No 4.3.2 Advertisement of Selco solar

80%
58%
60%

40% 30%

20% 8% 4%
0%
Excellent Good Average Poor

Percentage

The above table and figure 4.3.2 shows that most of the respondents say that Selco solar
advertisement is average that is 58%. 30% respondents are says advertisement good, 8%
respondents says advertisement is excellent, and remaining 4% respondents says the Selco
solar advertisement is poor
The many are tells that selco advertisement is average because they are not much worry about
the Advertisement. Because of that only it happens.
54
4.3.3 Customer’s Response Regarding Purchasing Factor of Selco Solar

This question was asked for the purpose of the Purchasing factor of this product. Majority of
them prefers this brand because of the quality only. Which means the quality of Selco Solar is
good.

Table No 4.3.3 Customer’s Response Regarding Purchasing Factor of Selco Solar

Opinion No of respondents Percentage

Service 31 31%

Quality 52 52%

On time delivery 5 5%

Nearby location 10 10%

Price 2 2%

Total 100 100%

Figure No 4.3.3 Customer’s Response regarding Purchasing factor of Selco solar

60% 52%
50%
40% 31%
30%
20%
10%
10% 5% 2%
0%
Service Quality On time delivery Nearby location Price

Percentage

In the above table and figure 4.3.3 shows that majority of respondent purchase Selco Solar
Light on the basis of the quality, that is 52%. 31% of respondents are purchase on the basis of
service, 10% respondents are purchase on the basis of nearby the location. 5% of respondents
are purchase on the basis of the on time delivery of the product, and remaining 2%
respondents are considering price of the product.
55
4.3.4 Regarding Payment Methods
Payment method is an important thing in the organisation.In this organization more number
of Customers are prefers that cash payment. So organization must concentrate on Cash
payment.
Table No 4.3.4 Regarding Payment Methods

Responses No. Respondents Percentage

Cash Payment 40 40%

Debit Card 39 39%

Credit Card 7 7%

Cheque Payment 14 14%

Total 100 100%

Figure No 4.3.4 Regarding Payment Methods

50%
40% 39%
40%
30%
20% 14%
10% 7%

0%
Cash Payment Debit Card Credit Card Cheque Payment
Percentage

The above table no 4.3.4 shows that 40% of respondents are belongs to cash payment, 39% of
respondents are belongs to debit card, only 7% of respondents belongs to credit cards. So
majority of respondents are used to cash payment method.

Cash payment is suitable for the customer. And organization will also focus on that only.
They were satisfied with that only

56
4.3.5 Reason Behind to Choose Selco Compare to Other Brand

Many of the Solar companies are there in and around.So this question was asked for the
purpose of Knowing the choice of customers.so many of them tells that because of the quality
only they prefers Selco brand

Table No 4.3.5 Reason Behind to Choose Selco Compare to Other Brand

Reasons No. of Respondent Percentage

Quality 49 49%

Price 35 35%

Brand loyalty 16 16%

Total 100 100%

Figure No 4.3.5 Reason Behind to Choose Selco Compare to Other Brand

60%

49%
50%

40% 35%

30%

20% 16%

10%

0%
Quality Price Brand loyalty

Percentage

In the above table and figure 4.3.5 shows that most of the respondents prefer Selco Solar on
the basis of Quality of the product that is 49%. 35% like on the basis of price, 16% like on the
basis of brand loyalty.
Most of the respondents are choose Selco because of quality basis only. Customers agreed
that on the basis of quality they can choose product.
57
4.4 To Study Customer Loyalty Towards Selco Solar

4.4.1 Preferring Loyalty card

Some Companies are giving loyalty card for the purpose of stay in that brand only. So in
this question was asked for the customer, most of them are preferring loyalty card from
Selco.

Table No 4.4.1 Preferring Loyalty card

Opinion No. Respondents Percentage

Yes 79 79%

No 21 21%

Total 100 100%

Figure No 4.4.1 Preferring Loyalty card

90% 79%
80%
70%
60%
50%
40%
30%
20% 21%
10%
0%
Yes No

Percentage

The above table and figure4.4.1 shows that most of the respondents says that they want
loyalty card that is 79%.Rest 21% not bother about that.
Most of them are preferring loyalty card, by asking this question towards customers are
responded that they need loyalty card
58
4.4.2 Aware about Loyalty Programe that Selco Provides

This question asked for the customers aware about the loyalty programme of selco. By
observing their responses most of them are not aware about the loyalty programe

Table no 4.4.2 Aware about Loyalty Programe that Selco Provides

Satisfaction Level Responses Percentage

Yes 45 45%

No 55 55%

Total 100 100%

Figure 4.4.2 Aware about loyalty programe that Selco provides

60%
55%

50%
45%

40%

30%

20%

10%

0%
Yes No

Figure 4.4.2 said that 45% respondents are aware about Selco Loyalty programme.55%
respondent are not aware about loyalty programe provided by Selco.So most of them don’t
aware about the Loyalty programe provided by Selco .
By observing this many of them don’t aware about the loyalty programe provided by the
Selco.

59
4.4.3 Rate about Loyalty Programe
About the loyalty programe customer can responded that, Selco provides average rating.
Selco must improve the Loyalty programe
Table no 4.4.3 Rate about Loyalty Programe

Opinion Responses Percentage

Very good 26 26%

Good 24 24%

Nutrual 35 35%

Poor 13 13%

Very poor 2 2%

Total 100 100%

Figure no 4.4.3 Rate about Loyalty Programe

40
35
30
25
20
15
10
5
0
Very good Good Nutral Poor Very poor

In the above diagram states that 26% of the respondents said that, Selco Loyalty Programe is
very good. 24% of respondents are said that Selco Loyalty Programe was good, 35% of
respondents are said that Selco Loyalty Programe was neutral, 13% of respondents are said
that Selco Loyalty Programe was poor and 2% of respondents are said that Selco Loyalty
Programe was very poor.
By this figure most of them are average opinion regarding loyalty programe rating. They
were responded only average.
60
4.5 Hypothesis Chi- Square Test:-
Table No 4.5.1 Hypothesis Chi- Square Test

Customer Satisfaction

Quality Satisfaction Dissatisfied Total

Satisfied 76 65 141

Dissatisfied 32 21 53

Total 108 86 194

𝑁(𝑎𝑑 − 𝑏𝑐) 2
𝑥2 =
(𝑎 + 𝑏)(𝑐 + 𝑑)(𝑎 + 𝑐)(𝑏 + 𝑑)

194(76 − 65)2
141 × 53 × 194 × 86

23474
124679532

= 1.8827

When we compared the calculated value with the slandered chi-square value 𝑥 2 =1.8827, the
calculated value is lesser than table value, so here alternative hypothesis is accepted. So better
quality of product leads to customer satisfaction.

61
 CHAPTER 5

FINDINGS,
SUGGESTIONS AND
CONCLUSION
 CHAPTER 5

FINDINGS, SUGGESTION AND CONCLUSION

5.1 Findings

• The study reveals that 83% of respondents are aware about SELCO. 17% respondents are
said to don’t know about SELCO. Most of the respondents are aware about the SELCO
Products.

• The study reveals that most of the respondent’s Prefer to buy Solar Lamp that is 40%. 33%
respondents say the Solar Heater, 20% says that Solar Light, and 7% Prefers other Products
of selco.

• The study reveals that 40% of respondents satisfied the price of Product. 36% of respondents
highly satisfied price of the product, 17% respondent’s neutrally satisfied, and remaining 7%
respondents are dissatisfied the price level of the product. That means the Selco Solar Light
price is more compare to other brand.

• This study shows that most of the respondents say that, yes SELCO quality is good
comparing to other brand. Only 9% respondents say No, Selco Solar Lights quality not good
as other brand. It is the main reason to opt SELCO brand.

• The study reveals that 33% of respondents preferred solar heater. 40% of respondents are
preferred solar lamp.20 % of respondent prefer to buy solar lights and 07% of customer
prefer selco solar. it have good brand name and it have plant all over India

• The study reveals that 51% of respondent’s overall satisfied about Selco Solar Light and
services, 30% respondents highly satisfied. 19% respondents dissatisfied. And none of
respondents highly dissatisfied. So that majority of customer have positive attitude about
company.

• The company shows that 48% of customers say the reaction of the company to the complaint
is good. But only 19 % of customer says company reaction is excellent and 9% customers
saying that company’s reaction is poor. That means some time company do not consider the
customers complaint.

62
 This study reveals that 81% of respondent recommend the SELCO to the others,This
is also the good number of people. This also helping to get new customers

5.2 Suggestion

The study’s main aim to determine the customer satisfaction level of SELCO India. Getting
over all view in 100 samples of respondents. So in the study basis some of the suggestion for
SELCO India. That are given bellow.

• It is better that the company can improve their advertisement. That means to more
concentrate to newspaper advertisement, and television advertisement. And use new media
for advertisement.

• It’s better that company may improve brand name and expand business for outside India.

• It is better that the company may consider customer complaint and take suitable reaction
• Company can conduct awareness program about Solar. It create knowledge about Solar
systems in India.

• It’s better that adopt new technologies and increase productivity of the company.
• Must expand the business in all over Karnataka.
• They have to appoint more efficient sales executives.
• To create more awareness about Selco solar in India.
• It’s better to keep suggestion box in order to collect employee feedback.

63
5.3 Conclusion
Selco Solar Light is the leading in productions of quality solar product and services in
Tumkur and other Karnataka regions. Its partnership oriented company and developers of
solar. Apart from normal materials mixes of various parts of Selco Solar Light. Produce
special solutions using its world class innovations and technology and effective product and
service quality. Selco is very popular knowing industry in and around Karnataka.

Selco solar is using the power of sun lights and converted in to electricity for using homes
use. It is extremely helpful in urban and rural communities for their daily usage. Solar energy
is most demanded thing in the market. Solar industry is growing day by day. Solar energy is
very popular now in India and outside India. It can be used for many daily usage purposes.

The study main objective are to determine the satisfaction level of price and Quality of Selco
Solar Light and services and also measure the factor affecting purchase. The study found that
the most of respondents highly satisfied with the quality of Selco Solar Light, most of the
respondent satisfied the price of the products. The most of the customers purchase the
product on the basis of good quality. The most of customers to show the satisfaction level on
the repeated purchase. Customers are satisfied with the Selco products. By observing all the
things customers are mainly focus into the quality of the product and they don’t worry about
the product they are only focused on the quality. Selco mainly raise through their customer
only because their advertisement is not up to the level. By the word of mouth organization
becomes more and more popular. Totally says that customers are satisfied With Selco and
Selco Products.

64
BIBLIOGRAPHY
 BIBILIOGRAPHY

Books

 Philip Kotler and Keller Kevin Lane, Marketing Management Pearson Education PHI,12th
Edition,2006
 Naresh K Malhotra, Marketing Research Pearson Education/PHI/5th Edition-an applied
Orientation,5th edition 2007
 IM Pandey Financial Management,Vikas 9th Edition,2014
 Arun Kumar and Meenakshi Marketing Management Vikas,2nd Edition,2012

Article

 Akbar and Parvez,Customer Research and Economies,JIB and Marketing,research,2009,44-

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 Manju Rani Malik.(2012) (Mrs S Galani,ED) Indian Journals of Marketing,4(2),51-52
 Vinita kaura and Saroj Kumar Datta.(2012) (E.N Murthy,E.d) the IUP journals of Marketing
Management,XI,18-19
 TSE and Wilton (1988) Indian Marketing Concept4(2)
 Eugene W. Anderson (Jul., 1996);Journal of Marketing 58(3),53-66,1994
 Thorsten Henning-Thurau,:Journal of Interactive Marketing 18(1),38-52,2004
 Suresh Chandra G.S Rajendran c and Anantharaman R.N(2002):Total quality Management
and Business Excellence 27(3-4)
 Susssan and David (2002):Proceedings of National Academy of Sciences 107(45)
 Thomas and Sasser(2003): Journal of the Academy of Marketing science 31(2),109-126,2003
 Kerrie Bridson and Meissa Hikman(2003):Journal of Retailing Consumer Services 15(5),364-
374
 Budiarto Subroto(2005):Expert Systems with Applications 39(10)
 Subhashini Kaul(2005):International journal of Retail and Distribution Management 38(4)
 Venkoba Rao(2007):International Journal of Mineral Processing 85(1-3).
 Websites

 www.wikipedia.com
 www.selco-india.com
 www.slideshare.net
 www.vtu.ac.in
 www.moneycontrol.com
ANNEXURE
QUESTIONNAIRE

Dear Sir/Madam

I am DILIP KUMAR M as MBA student of Srinivas Institute of Technology Mangalore as a

part of curriculum I have undertaken a research study the “Survey on Customer Satisfaction
of Solar Products with special reference to Selco Solar Light “the information provided by
you will be treated as confidential and used for academic purpose only.

1. Name

2. Gender

o Male
o Female

3. Educational Qualification

o SSLC
o PUC
o Graduate
o Post Graduate

4. Marital Status

o Married
o Unmarried

5. Occupation

o Student
o Business
o Salaried
o Others
6. Income Level

o Below 10000
o 10000-25000
o 25000-50000
o 50000 and Above

7. Do you aware Selco solar?

o Yes
o No

8. What kind of solar product you prefer to buy from our store?

o Solar Heater
o Solar Lamp
o Solar Light
o Others

9. Did the sales person response properly when you visited the store?

o Yes
o No

10. Do you prefer a loyalty Card.?

o Yes
o No

11. Which method of payments would you prefer?

o Cash payment
o Debit Card
o Credit Card
o Cheuqe Payment
12. Are you satisfied with the product quality?

o Highly satisfied
o Satisfied
o Netrual
o Highly Dissatisfied

13. Are you satisfied with Services provided by the store?

o Highly satisfied
o Satisfied
o Neutral
o Highly Dissatisfied

14. Does the store handle customer complaint properly?

o Yes
o No

15. Are you satisfied with technical support provided by the company?

o Highly satisfied
o Satisfied
o Nutrual
o Highly Dissatisfied

16. Would you recommend Selco Solar to your friends?

o Yes
o No
17. How you know about Selco Solar Brand?

o Online
o Print Media
o TV Advertisement
o Word Of Mouth

18. Opinion about Selco Solar Advertisement?

o Excellent
o Good
o Average
o Poor

19. Reason for purchasing solar system from Selco Solar?

o Service
o Quality
o On time delivery
o Nearby location
o Price

20. How would you rate your loyalty programe ?

o Very poor
o Poor
o Neutral
o Good
o Very Good

21. Are You Aware of any loyalty programs that selco provides?

o Yes
o No
22. Overall Satisfaction towards Selco solar?

o Highly satisfied
o Satisfied
o Nutral
o Highly Dissatisfied