“AFFECT OF BRANDING ON

CONSUMER PURCHASE DECISION IN

FMCG GOODS AND DURABLE GOODS”
INTRODUCTION

What is a BRAND?

Brand recognition and other reactions are created by the use of the product or service and
through the influence of advertising, design, and media commentary. A brand is a symbolic
embodiment of all the information connected to the product and serves to create associations and
expectations around it. A brand often includes a logo, fonts, color schemes, symbols, and sound,
which may be developed to represent implicit values, ideas, and even personality.

Concepts

Marketers engaged in branding seek to develop or align the expectations behind the brand
experience, creating the impression that a brand associated with a product or service has certain
qualities or characteristics that make it special or unique. A brand image may be developed by
attributing a "personality" to or associating an "image" with a product or service, whereby the
personality or image is "branded" into the consciousness of consumers. A brand is therefore one
of the most valuable elements in an advertising theme. The art of creating and maintaining a
brand is called brand management. A brand which is widely known in the marketplace acquires
brand recognition. When brand recognition builds up to a point where a brand enjoys a critical
mass of positive sentiment in the marketplace, it is said to have achieved brand franchise. One
goal in brand recognition is the identification of a brand without the name of the company
present. For example, Disney has been successful at branding with their particular script font
(originally created for Walt Disney's "signature" logo) which it used in the logo for go.com.
"DNA" refers to the unique attributes, essence, purpose, or profile of a brand and, therefore, a
company. The term is borrowed from the biological DNA, the molecular "blueprint" or genetic
profile of an organism which determines its unique characteristics.
Brand equity measures the total value of the brand to the brand owner, and reflects the extent of
brand franchise. The term brand name is often used interchangeably with "brand", although it is
more correctly used to specifically denote written or spoken linguistic elements of a brand. In
this context a "brand name" constitutes a type of trademark, if the brand name exclusively
identifies the brand owner as the commercial source of products or services. A brand owner may
seek to protect proprietary rights in relation to a brand name through trademark registration.

Brand energy is a concept that links together the ideas that the brand is experiential; that it is not
just about the experiences of customers/potential customers but all stakeholders; and that
businesses are essentially more about creating value through creating meaningful experiences
than generating profit. Economic value comes from businesses’ transactions between people
whether they be customers, employees, suppliers or other stakeholders. For such value to be
created people first have to have positive associations with the business and/or its products and
services and be energised to behave positively towards them – hence brand energy. It has been
defined as "The energy that flows throughout the system that links businesses and all their
stakeholders and which is manifested in the way these stakeholders think, feel and behave
towards the business and its products or services." Attitude branding is the choice to represent a
feeling, which is not necessarily connected with the product or consumption of the product at all.
Marketing labeled as attitude branding includes that of Nike, Starbucks, The Body Shop,
Safeway, and Apple Inc.

"A great brand raises the bar -- it adds a greater sense of purpose to the experience, whether it's
the challenge to do your best in sports and fitness, or the affirmation that the cup of coffee you're
drinking really matters." - Howard Schultz (CEO, Starbucks Corp.)

The act of associating a product or service with a brand has become part of pop culture. Most
products have some kind of brand identity, from common table salt to designer clothes. In non-
commercial contexts, the marketing of entities which supply ideas or promises rather than
product and services (e.g. political parties or religious organizations) may also be known as
"branding".

 
 OBJECTIVE OF PROJECT WORK

Main Objective:-

The main objective of research is to analysis how the brand effects the customer purchasing

decision in FMCG goods and durable goods

Sub Objective:-

The sub objective of research is to understand the choice of the customer is branded or non-

branded goods.

JUSTIFICATION FOR CHOOSING A PARTICULAR RESEARCH PROPOSAL 

Branding can be viewed as a tool to position a product or a service with a consistent

image of quality and value for money to ensure the development of a recurring

preference by the customer. It is common knowledge that the consumer’s choice is

influenced by many surrogates of which the simplest one is a brand name. Although

there may be equally satisfying products, the consumer when satisfied with some

brand does not want to spend additional effort to evaluate the other alternative

choices. Once he or she has liked a particular brand, he or she tends to stay with it,

unless there is a steep rise in the price or a discernible better quality product comes to

his/her knowledge, which prompts the consumer to switch the brand.

Companies spend a lot of money and time on the branding and thus it needs a careful

evaluation on the effect of branding on consumer buying behavior.

QUESTIONNAIRE

     1. Are you a brand loyal customer?

            Yes                    No

2. Which attributes did attract you to purchase branded products?  Rank these
attributes in order of their importance to you.

        Brand Name                   Transparent   

        Price                             Cleanliness

        Easy Availability              Others

3. What was the reason for the delay between the purchase decision and the actual
purchase?

        Financial constraints

        Waiting for more innovative product

        Waiting for market response

4. What influenced you to buy the above stated brand(s) ?

        Advertising                           Shop Display

         Word of mouth                    Family/Friend/Relatives

        Attractive packaging              Any Other

        Dealer

5. Influence of Brand name on purchasing decision

        Agree                                   Disagree
         Strongly Agree                     Strongly disagree

     6.  Influence of Quality on Purchase Decision

        Agree                                   Disagree

        Strongly Agree                     Strongly disagree

 7.  Influence of Price on Purchase Decision

   Agree                                        Disagree

   Strongly Agree                           Strongly disagree

8. Influence of Product features on Purchase Decision

        Agree                                   Disagree

        Strongly  Agree                     Strongly disagree

9. Influence of Family members on Purchase Decision

        Agree                                   Disagree

        Strongly  Agree                     Strongly disagree

10.Influence of Peer group on Purchase Decision

        Agree                                    Disagree

        Strongly  Agree                     Strongly disagree

11.  Influence of Advertisement on Purchase Decision      

              Agree                              Disagree

        Strongly  Agree                     Strongly disagree

12. Will you like to switch your brand preference if you get some promotional scheme with
another brand?
        Yes                    No

13.  Do you think branded products are better than unbranded products?

       Yes                    No

NAME OF THE RESPONDENT:

ADDRESS:

EDUCATIONAL QUALITICATION:

OCCUPATION:

AGE:

MONTHLY INCOME:

Advertising Effectiveness
The objectives of all business are to makes profits and a merchandising concern can
do that by increasing its sales at remunerative prices. This is possible, if the product
is widely polished to be audience the final consumers, channel members and
industrial users and through convincing arguments it is persuaded to buy it. Publicity
makes a thing or an idea known to people. It is a general term indicating efforts at
mass appeal. As personal stimulation of demand for a product service or business
unit by planting commercially significant news about it in a published medium or
obtaining favourable presentation of it upon video television or stage that is not paid
for by the sponsor.

          On the other hand, advertising denotes a specific attempt to popularize a

specific product or service at a certain cost. It is a method of publicity. It always
intentional openly sponsored by the sponsor and involves certain cost and hence is
paid for. It is a common form of non- personal communication about an organisation
and or its products idea service etc. that is transmitted to a target audiences through
a mass medium. In common parlance the term publicity and advertising are used
synonymously.

What is Advertising :

          The word advertising is derived from the Latin word viz, "advertero"   "ad"
meaning towards and "verto" meeting towards and "verto" meaning. "I turn" literally
specific thing".

          Simply stated advertising is the art "says green." Advertising is a general term
for and all forms of publicity, from the cry of the street boy selling newspapers to the
most celebrate attention attracts device. The object always is to bring to public
notice some articles or service, to create a demand to stimulate buying and in
general to bring logethel the man with something to sell and the man who has
means or desires to buy".

          Advertising has been defined by different experts. Some of the quoted
definition are :

          American marketing association has defined advertising as "any paid form of
non personal presentation and promotion of ideas, goods or services by an identified
sponsor. The medium used are print broad cast and direct.
          Stanton deserves that "Advertising consists of all the activities involved in
presenting to a group a non- personal, oral or visual openly, sponsored message
regarding a product, service, or idea. This message called an advertisement is
disseminated through one or more media and is paid for by the identified sponsor.

          Advertising is any paid form of non – personal paid of presentation of ideas
goods or services by an identified sponsor.

          Advertising is a "non- personal paid message of commercial significance about

a product, service or company made to a market by an identified sponsor.

          In developing an advertising programme, one must always start by identifying

the market needs and buyer motives and must make five major decisions commonly
referred as 5M (mission, money message, media and measurement) of advertising.

Basic Features of Advertising

          On the basis of various definitions it has certain basic features such as :

1.       It is a mass non-personal communication.

2.       It is a matter of record.

3.       It persuades buyers to purchase the goods advertised.

4.       It is a mass paid communication.

5.       The communication media is diverse such as print (newspapers and magazines)

6.       It is also called printed salesmanship because information is spread by means

of the written and printed work and pictures so that people may be induced to
act upon it.

Functions of Advertising

         For many firms advertising is the dominant element of the promotional mix –
particulars for those manufacturers who produce convenience goods such as
detergent, non – prescription drugs, cosmetics, soft drinks and grocery products.
Advertising is also used extensively by maters of automobiles, home appliances, etc,
to introduce new product and new product features its uses its attributes, pt
availability etc.

          Advertising can also help to convince potential buyers that a firms product or
service is superior to competitors product in make in quality, in price etc. it can
create brand image and reduce the likelihood of brand switching even when
competitors lower their prices or offer some attractive incentives.

          Advertising is particularly effective in certain other spheres too such as :

i)        When consumer awareness of products or service is at a minimum.

ii)       When sales are increasing for all terms in an industry.

iii)      When a product is new and incorporates technological advance not strong and.

iv)      When primary buying motive exists.

It performance the following functions :

i)        Promotion of sales

ii)       Introduction of new product awareness.

iii)      Mass production facilitation

iv)      Carry out research

v)       Education of people.

TYPES OF ADVERTISING

         Broadly speaking, advertising may be classified into two categories viz., product
and institutional advertising.

a)      Product Advertising

          The main purpose of such advertising is to inform and stimulate the market
about the advertisers products of services and to sell these. Thus type of advertising
usually promote specific, trended products in such a manner as to make the brands
seam more desirable. It is used by business government organization and private
non-business organizations to promote the uses features, images and benefits of
their services and products.   Product advertising is sub-divided into direct action and
indirect action advertising, Direct action product advertising wages the buyer to take
action at once, ice he seeks a quick response to the advertisement which may be to
order the product by mail, or mailing a coupon, or he may promptly purchase in a
retail store in response to prince reduction during clearance sale.

          Product advertising is sub-divided into direct & indirect action advertising &
product advertising aims at informing persons about what a products is what it does,
how it is used and where it can be purchased. On the other hand selective
advertising is made to meet the selective demand for a particular brand or type is
product.

b)      Institutional Advertising :

          It is designed to create a proper attitude towards the sellers to build company
image or goodwill rather than to sell specific product or service. Its purpose is to
create a frame of mind and to implant feeling favourable to the advertisers
company. Its assignment is to make friends for the institution or organization.

          It is sub-divided into three categories : patronage, public, relations and public
service institutional advertising.

i)       In patronage institutional advertising the manufacturer tells his prospects and
customer about himself his policies and lives personnel. The appeals to the
patronage motivation of buyers. If successful, he convince buyers that his
operation entitles him to the money spent by them.

ii)      Public relations institutional advertising is used to create a favourable image of

the firm among employees, stock-holders or the general public.

iii)        Public service institutional advertising wages public support.

c)      Other Types :

          The other types are as follows :

i)       Consumer advertising

ii)       Comparative advertising

iii)      Reminder advertising

iv)      Reinforcement advertising

ADVERTISING OBJECTIVES

          The long term objectives of advertising are broad and general, and concern the
contribution  advertising should make to the achievement of overall company
objectives. Most companies regard advertisingly main objective as hat of proving
support to personal selling and other forms of promotion. But advertising is a highly
versatile communications tools and may therefore by used for achieving various
short and long term objectives. Among these objectives are the following :

1.      To do the entire selling job (as in mail order marketing).

2.      To introduce a new product (by building brand awareness among potential
buyers).

3.      To force middlemen to handle the product (pull strategy).

4.      To build brand preference 9by making it more difficult for middleman to sell
substitutes).

5.      To remind users to buy the product (retentive strategy).

6.      To publicize some change in marketing strategy (e.g., a price change, a new
model or an improvement in the product).

7.       To provide rationalization (i.e. Socially acceptable excuses).

8.       To combat or neutralize competitors advertising.

9.       To improve the moral of dealers and/or sales people (by showing that the
company is doing its share of promotion).

10.      To acquaint buyers and prospects with the new uses of the product (to extend
the PLC).

BENEFITS

          The functions of advertisement, and that purpose its ethics, may be discussion
below :

1.       It leads to cheaper prices. "No advertiser could live in the highly competitive
arena of modern business if his methods of selling were more costly than
those of his rivals."

2.       It acquaints the public with the features of the goods and advantages which
buyers will enjoy.

3.       It increases demand for commodities and this results in increased production.
Advertising :

a)      Creates and stimulates demand opens and expands the markets;

b)      Creates goodwill which loads to an increase in sales volume;

c)      Reduces marketing costs, particularly product selling costs.

d)      Satisfied consumer demands by placing in the market what he needs.

4.      It reduces distribution expenses in as much as it plays the part of thousands of

salesman at a home. Information on a mass scale relieves the necessity of
expenditure on sales promotion staff, and quicker and wider distribution leads
to diminishing of the distribution costs.

5.       It ensures the consumers better quality of goods. A good name is the breath of
the life to an advertiser.
6.       By paying the way for large scale production and increased industrialization,
advertising  contributes its quota to the profit of the companies the prosperity
of the shareholder the uplifts of the wage earners and the solution of he
unemployment problem. 

7.        It raises the standard of living of the general public by impelling it to use to
articles of modern types which may add to his material well being. "Modern
advertising has made the luxuries of yesterday the necessities of
today ..................... It is a positive creative force in business. It makes two
blades of grass grow in the business world where one grew before.

8.        It establishes the goodwill of the concern for the test articles produced by it
and in course of time they sell like not cakes consumer search for satisfaction
of their needs when they purchase goods what they want from its beauty,
superiority, economy, comfort, approval, popularity, power, safety,
convenience, sexual gratification and so on. The manufactures therefore tries
to improve this goodwill and reputation by knowing the buyer behaviour.

To sum up it may be said that advertising aims at committing the producers,

educating the consumer, supplementing the salesman converting the
producer and the dealer to eliminate the competitor, but above all it is a link
between the produce and the consumer. 

 WHY & WHEN TO ADVERTISE

          Advertising as a tool to marketing not only reaches those who buy , but also
those whose opinions or authority is counted for example a manufacturer of marble
tiles and building boards advertises not only to people who intend to build houses
but also to architect and engineers. While the manufacturers of pharmaceuticals
products advertise to doctors as well as to the general public. At time it is necessary
for a manufacturer or a concern to advertise things which it does not sell but which
when sold stimulates the sales of its own product. There are concerns like electric
heaters, iron etc. because the use of these increases the demand for their products.

          Advertising should be used only when it promises to bring good result more
economically and efficiently as compared to other means of selling. There are goods
for which much time and efforts are required in creating a demand by sending
salesman to prospective buyers than by simply advertising them. In the early days of
the cash register in America it was sold by specially trained salesman who called on
the prospective users and had the difficult task of convincing them that they could no
longer carry on with the old methods, and that they urgently needed a cash register.
In our country certain publishers have found it less costly to sell their books by
sending salesman from house to house among prospective buyers than to advertise
them. In these two examples the cost of creating demand would be too high if
attempted by advertising alone under such circumstances advertising is used to
make the salesman acceptable to the people they call upon to increase the
confidence of the public in the house. Naturals when there are good profits
competitors will be attracted and they should be kicked out as and when sufficient
capital is available by advertising on a large scale. Immediate result may not justify
the increased expenditure but it will no doubt secure future sales.

DESIGNING ADVERTISING CAMPAIGN :

          An advertising is an organized series of advertising messages. It has been

defined as "a planned, co-ordinate series of promotional efforts built around a
central theme and designed to reach a specified goals." In other words, it is an
orderly planned effort consisting of related but self – contained and independent
advertisements. The campaign may appear in one more media . it has single theme
or keynote idea and a single objective or goal. Thus, "a unified theme of content
provides psychological continuity throughout the campaign while visual and oral
similarity provide physical continuity. In short run, all campaign want pre-determined
psychological reaction in the long run, practically all campaigns have sales goal.

The series of advertisements used in the campaign must be integrated with the sales
promotional efforts and with the activities of the sales force.

Campaign vary in length some may run only for a few days, other for weeks, yet
other for a season or the entire year. Usually a range of 3 to 6 months includes many
campaigns. Many factors influences campaign length such as competitors advertising
media, policies, seasonal falls curves of the product involved, the size of the
advertising funds, campaign objectives and the nature of the advertisers marketing
programme.
OBJECTIVES OF CAMPAIGN

          The advertising campaign, especially those connected with the consumers aims
at achieving these objectives :

i)        To announce a new product or improve product.

ii)       To hold consumers patronage against intensified campaign use.

iii)      To inform consumers about a new product use.

iv)      To teach consumers how to use product.

v)       To promote a contest or a premium offer.

vi)      To establish a new trade regional, and

vii)     To help solve a coca regional problem.

The institutional advertising campaign on the other hand, have these

objectives.

i)        To create a corporate personality or image.

ii)       To build a company prestige.

iii)      To keep the company name before the public.

iv)      To emphasize company services and facilities.

v)       To enable company salesman to see top executive consistently when

making sales calls, and

vi)      To increase friendliness and goodwill towards the company.

Developing the campaign programmes. The advertising campaigns are

prepared by the advertising agencies, which work an behalf of their clients who
manufacture product or service enterprises, which have services to sell. The word
campaign is used because advertising agencies approach their task with a sum Blanca
of military fanfare in which one frequently hears words like target audience logistics,
zero in and tactics and strategy etc.

The account executive co-ordinates the work in a campaign. The creation of an

advertising campaign starts with an exploration of consumers habits and psychology
in relation to the product. This requires the services of statistical trained in survey
techniques and of others trained in social psychology. Statisticians select samples for
survey which are done by trained interviewers who visits individuals, included in the
sample and ask question to find out about their taste and habits.

This enquiry often leads to a change in a familiar product. For instance bathing
soap may come in several new colours or cigarette in a new packet or talcum powder
in another size.

Such interviews are often quite essential to find out the appeal of advertising
message for a product that would be most effective with consumers.

David Ogilvy describes a consumers survey to find out the most meaningful
benefit in which women are interested when they buy a face cream. The largest
preference as given to "Cleans deep into pores" followed in order of importance by
prevent dryness, "is a complete beauty treatment, recommended by skin doctors"
makes skin look younger' contains estrogenic hormones, pasteurized for purity,
prevent skin form aging, smooth our wrinkles ogilvy concludes, form this voting
come one of Helena Rubinstein's most successful face creams. We christened it deep
cleanser, thus, building the winning form into name of the product. 

After getting the data the account executive puts together the essential
elements of his clients brief, interprets the research findings and draws up what he
calls the "advertising strategy".

STAGE IN ADVERTISING CAMPAIGN

          Several steps are required to developed an advertising campaign the number of
stages and exact order in which they are carried out may vary according to an
organisations resources, the nature of its product and the types of audiences to be
reached. The major stages/step are :
1.       Identifying and analyzing the advertising.

2.       Defining advertising objects.

3.       Creating the advertising platform.

4.       Determining the advertising appropriation.

5.       Selection media plan.

6.       Creating the advertising message.

7.       Evaluating the effectiveness of advertising.

8.       Organizing of advertising campaign.

1.      Identifying & Analyzing the Advertising target :

          Under this step it is to decided as to whom is the firm trying to reach with  the
message. The advertising target is the group of people towards which advertisements
are aimed at four this purpose complete information about the market target i.e. the
location and geographical location of the people, the distribution of age, income, sex,
educational level, and consumers attitudes regarding purchase and use both of the
advertising product and competing products is needed with better knowledge of
market target, effective advertising campaign can be developed on the other hand, if
the advertising target is not properly identified and analyzed the campaign is does
likely to be effective.

2.      Determining the advertising objectives :

          The objectives of advertisement must be specifically and clearly defined in

measurable terms such as "to communicate specific qualities about a particulars
product to gain a certain degree of penetration in a definite audience of a given size
during a given period of time", increase sales by a certain percentage or increase the
firms market shares."
          The goals of advertising may be to :

i)        Create a favourable company image by acquainting the public with the

services offered available to the employees and its achievements.

ii)       Create consumers or distributor awareness by encouraging requests

providing information about the types of products sold; providing
information about the benefits to be gained from use of the company's
products or services; and indicating how product (or services) can be
used;

iii)      Encourage immediate sales by encouraging potential purchasers through

special sales contests, getting recommendation of professional people
about company's products etc.

iv)       It secures action by the reader through associating ideas, repetition of

the same name in different contexts, immediate action appeal.

3.      Creating the Advertising platform :

          An advertising platform consists of the basic issues or selling points that an
advertiser wishes to include in the advertising campaign. A single advertisement in
an advertising campaign may contain one or more issues in the platform. A
motorcycle producers advertising platform should contain issues which are of
importance to consumers filling and such issues also be those which the competitive
product do not posses.

4.                Determining the Advertising Appropriation:

The advertising appropriation is the total amount of money which  marketer

allocates. For advertising for a specific time period. Determining the campaign
budget involves estimating now much it will cost to achieve the campaigns
objectives. If the campaign objectives are profit relating and stated quantitatively,
then the amount of the campaign budget is determined by estimating the proposed
campaigns effectiveness in attaining them. If campaigns object is to build a particular
type of company image, then there is little basis for predicting either the campaigns
effectiveness or determining the budget required.
5.      Selecting the Media :

          Media selection is an important since it costs time space and money various
factors influence this selection, the most fundamental being the nature of the target
market segment, the type of the product and the cost involved. The distinctive
characteristics of various media are also important. Therefore management should
focus its attention on media compatibility with advertising objectives.

  Media Form
1. Press Advertising or Print  
i) Newspapers City, Small town, Sundays,
Daily, weekly, Fortnightly,
quarterlies, financial and
annuals, English, vernacular or
regional languages.
ii) Magazines General or special, illustrated
or otherwise, English, Hindi,
Regional language.
iii) Trade & Technical Journals, Industrial Circulated all over the country
year books, commercial, directories, and among the industrialist
telephone,  Directories, references and business magnates.
books & annuals.
2. Direct Mail Circulars, catalogues, leaflets,
brochures, booklets, folders,
colanders, blotters, diaries &
other printed material.
3. Outdoor or Traffic Poster and bills on walls,
railways stations platforms
outside public buildings trains,
buses.
4. Broadcast or radio and T.V. Spot, Sectional or national
trade cost
5. Publicity Movie Slides and films non
theatrical and documentary
films metal plates and signs
 attaches to trees.
6. House to house Sampling , couponing, free
gifts, novelties, demonst-
rations.
7. Dealer aids Counter and widows display 
demonstration given by
retailer or the advertises
goods.
8. Internet Today, Internet is a big spot
for advertising.

So these are the media of the advertising campaign of the selecting of the media.

6.      Creating the Advertising Messages :

          This is an important stage of advertising campaign. The contents of the

message has to be very carefully drafted in the advertisement. Characteristics of
person in the advertising target influence the message content and form. An
advertisers must use words, symbols and illustration that are meaningful, familiar
and attractive to those persons. The type of media also influence the content and
form of the message.

7.      Evaluating the Effectiveness of Advertising :

          The effectiveness of advertising is measured for a variety of reasons :

a)       To determine whether a campaign  accomplished its advertising objects.

b)     To evaluate the relative effectiveness of several advertisements to

ascertain which copy, illustrations or layout is  best.

c)       To determine the strengths and weaknesses of various media and media
plans.

In other words, measuring advertising effectiveness is needed to determine

whether proposed advertisement should be used and if they will be now they might
be improved; and whether going campaign should be stopped, continued or
changed. In accomplishing these purposes, pretests and post test are conducted. The
former tests before exposing target consumers to advertisements and the letter after
consumers have been exposed to advertisements and the letter after consumers
have been exposed to advertisements.

For an effective advertising programme, the advertising manager requires a

basic understanding of the medium that is going to carry it.

For effectively using advertising the management must test advertising to

know which of the advertisement to know which of the advertisement have proved
profitable and why as compared to others.   

OBJECTIVES OF THE STUDY

Following are the objectives of the study:

1.    To know the most effective  media of advertisement

2.    To find out the reasons for liking the advertisement of cold drinks.

3.    To find out the most popular slogan of advertisement regarding cold
drinks.

Research Methodology
Research is voyage from known to unknown

Research is a procedure of logical and systematic application of the

fundamentals of science to the general and overall questions of a study and
scientific technique which provide precise tools, specific procedure and
technical rather than philosophical means for getting and ordering the data
prior to their logical analysis and manipulation. Different type of research
designs is available depending upon the nature of research project, availability
of able manpower and circumstances.

Methodology
 1.          Research Design: The research design is the blueprint for the
fulfillment of objectives and answering questions. It is a master plan
specifying the method and procedures for collecting and analyzing
needed information.

o   Descriptive Research is used in this study as the main aim is to

describe characteristics of the phenomenon or a situation.

2.  Data Collection Methods: The source of data includes primary and

secondary data sources.

Primary Sources: Primary data has been collected directly from

sample respondents through questionnaire and with the help of
interview.

Secondary Sources: Secondary data has been collected from

standard textbooks, Newspapers, Magazines & Internet.

3. Research Instrument: Research instrument used for the primary data

collection is Questionnaire.

4. Sample Design: Sample design is definite plan determine before any

data is actually obtaining for a sample from a given population. The
researcher must decide the way of selecting a sample. Samples can
be either probability samples or non-probability samples.

Sampling Technique:  Convenience

Sample Size: 50 Respondents.

Area of Study: Yamuna Nagar.

 MARKET PROFILE

 (Coca Cola)
Brands of Coca- Cola

i)           Coca Cola

ii)          Thums-up

iii)         Limca

iv)         Fanta

v)          Maaza

vi)         Maaza Tetra

vii)        Sprite

Flavours of the brand  :

i)           Cola

ii)          Lemon

iii)         Soda

iv)         Orange

v)          Mango

vi)         Clear Lemon

Size of the Coca Cola cold drinks available in market

i)         200 ml Bottles (RGB Glasses)

ii)        300 ml Bottles (RGB Glasses)

iii)       500 ml Bottles (RGB Glasses)

iv)       1 Litre (PVC Bottles)

v)        1.5 Litre (PVC Bottles)

vi)       2 Litre (PVC Bottles)

Sales of Coca Cola  Cold drinks

Coca Cola Weekly Monthly Yearly

Cold drinks (in carets) (in carets) (in carets)

Coca Cola 520 1840 22400
Fanta 250 1030 12900
Thums-up 350 1350 18500
Limca 380 1210 16300
Maaza Tetra 80 380 6200
Sprite 70 280 5000
Maaza 120 690 10000

(Primary data)

There is more consumption of Coca Cola and has 70%  market  share in the
Yamunanagar city and  Coca Cola is having maximum consumption and after
that Thumps-up and after it Limca cold drink in the market and all the products
has good sale but less than these.

Brands of Pepsi

i)                   Pepsi Cola

ii)                 Mirinda Lemon

iii)               Mirinda Orange

iv)               Pepsi Soda
v)                 Pepsi Apple

Flavours of the brand  :

i)                   Cola

ii)                 Lemon

iii)               Orange

iv)               Soda

v)                 Apple
 

Size of the Pepsi cold drinks available in market

vi)               200 ml Bottles (RGB Glasses)

vii)             300 ml Bottles (RGB Glasses)

viii)           500 ml Bottles (500 pt. Bottles)

ix)               1 Litre (PVC Bottles)

x)                 1.5 Litre (PVC Bottles)

xi)               2 Litre (PVC Bottles)

Sales of Pepsi Cold drinks

Pepsi Weekly Monthly Yearly

Cold drinks (in carets) (in carets) (in carets)

Pepsi 430 1750 21600
Mirinda Lemon 390 1180 15400
Mirinda Orange 245 1000 13600
Pepsi Soda 126 470 6000
Pepsi Apple 120 400 5000
       

(Primary Data)

The consumption of Pepsi cola, after this sale of Mirinda Lemon is there
and after it Mirinda Orange is there and the market share is  less of Pepsi in
comparison of Coca Cola.

TABLE 4.1
 RESPONDENT'S CLASSIFICATION ACCORDING TO AGE

Age (in years) No. of respondents Percentage

11-20 22 44
21-40 25 50
41-60 3 6
Total 50 100
          Table 4.1 shows that 44% of the respondents are in the age group of
11-20, 50% are in the age group of 21-40 and  6% are in the age group of 41-
60.

 
 

TABLE 4.2

RESPONDENT'S CLASSIFICATION ACCORDING TO SEX

Sex No. of respondents Percentage

Male 30 60
Female 20 40
Total 50 100

           Table 4.2 shows that 60% of the respondents are males and 40% of
them are females

TABLE 4.3

RESPONDENT'S CLASSIFICATION ACCORDING TO EDUCATIONAL

QUALIFICATION

Qualification No. of respondents Percentage

Illiterate - -
Below Matric - -
Matric 5 10
Graduate 29 58
Post graduate 16 32
Total 50 100
          Table 4.3 reveals that out of 50 respondents 5 are matriculate and 29
are Graduate and rest of them 16 are post graduate.

TABLE 4.4

DRINKING OF COLD DRINK

Do you take cold drinks No. of respondents Percentage

Yes 50 100
No - -
 Total 50 100

          Table 4.4  reveals that all the respondents are drinking cold drinks.

TABLE 4.5

FREQUENCY OF TAKING COLD DRINKS

HOW FREQUENTLY No. of respondents Percentage

YOU DRINK
Once a day 15 30
Twice a day 2 4
More than twice 1 2
Not regular drunker 32 64
Total 50 100

          Table 4.5  reveals that 30% of the respondents drink it once a day, 4%
twice a day, 2% more than twice and 32% drink it no regularly.

TABLE 4.6

NAME OF THE COLD DRINKS AVAILABLE IN MARKET

Name of cold drinks No. of respondents Percentage

Coca cola - -
Pepsi - -
Fanta - -
Limca - -
Mirinda - -
Thums-up - -
Canada dry - -
Maaza - -
Dew - -
All of above 50 100
Total 50 100
          Table 4.6  reveals that all of the respondents are of the view that all the
above mentioned cold drinks are available in the market.

 TABLE 4.7

PREFERENCE OF COLD DRINK

Which cold drink you No. of respondents Percentage

like most
Coca cola 12 24
Pepsi 12 24
Fanta 1 2
Limca 7 14
Mirinda 1 2
Thums-up 10 20
Canada dry 4 8
Maaza 3 6
Dew - -
Total 50 100

          Table 4.7  indicate that out of 50 respondents 12 like  Coca cola, 12 like
Pepsi, 7 like  Limca, 1 like Fanta, 1 like  Mirinda, 10 like Thums-up, 4 like
Canada dry and 3 like Maaza.

TABLE 4.8

FLAVOURS OF COLD DRINKS

Flavours No. of respondents Percentage

Cola 30 60
Lemon 7 14
Orange 7 14
Mango 2 4
Others 4 8
 Total 50 100
          Table 4.8  shows that out of 60% of the respondents like the cola
flavour of cold drink, 14% like the Lemon flavour and same percentage of
respondents like the orange flavour of cold drink.

 
 

TABLE 4.9

ADVERTISEMENT OF COLD DRINK

Do you think No. of respondents Percentage

advertisement of cold
drink is required
Yes 48 96
No 2 4
Total 50 100

          Table 4.9  indicate that 96% of the respondents are of the view that they
have been the advertisement of the cold drink they like most while 4% shows
that they don’t have seen the advertisement they like most .

TABLE 4.10

MEDIA OF ADVERTISEMENT

THROUGH WHICH No. of respondents Percentage

MEDIA YOU HAVE
SEEN IT?
TV 46 92
Newspaper 2 4
Magazine 1 2
Other 1 2
Total 50 100
          Table 4.10  reveals that 92% of the respondents are of opinion that they
have seen the advertisement on TV while 4% are of the opinion that they have
seen the advertisement through newspaper.
 

TABLE 4.11

NO. OF ADVERTISEMENT

How many No. of respondents Percentage

advertisements you
seen are of the most
likely cold drink by you
1 11 22
2 14 28
3 11 22
4 14 28
Total 50 100
          Table 4.11  shows that out of the 50 respondents 11 are of view that
there is 1 type of advertisement and other says that there are more than one
type.

TABLE 4.12

SLOGAN OF COLD DRINK

Slogan of cold drink No. of respondents Percentage

which you like
Taste the thunder 12 24
Yara Da tashan 14 28
Yeh dil mange more 16 32
 Jo chahe ho jaye, coca 8 16
cola enjoy
Total 50 100
          Table 4.12 shows that out of 50 respondents 12 like the slogan 'taste
the thunder' ,14 like 'Yara da tashan', 16 like 'yeh dil mange more' and 8 like
the slogan 'Jo chahe ho jaye coca cola enjoy'.

TABLE 4.13

REASON FOR LIKING THE ADVERTISEMENT

Why you like No. of respondents Percentage

advertisement
Its theme and making is 30 60
appealable
It has film stars 7 14
Because of good music 7 14
Other reasons 6 12
Total 50 100
Table 4.13 shows that majority of the respondents like the advertisement due
to its theme while majority of the respondents like the advertisement due to its
film stars and good music.

TABLE 4.14

EFFECT OF ADVERTISEMENT ON CONSUMPTION OF COLD DRINK

Do you think ads. Effect No. of respondents Percentage

the consumption of cold
drink
Yes 23 46
No 17 354
Cann't say 10 20
Total 50 100
          Table 4.14 shows that 46% of the respondents are of the view that
advertisement forced them to consume product more 34% of them has  view
that advertisement don’t force them to consume the product while 20% of
them cannot say anything about it.

TABLE 4.15

BEST MEDIA OF ADVERTISEMENT

Which Media Presently No. of respondents Percentage

Is More Effectively
TV 50 100
Newspaper - -
Magazine - -
Others - -
Total 50 100

          Table 4.15 reveals that 100% of the respondents are of the view that
presently the TV is most effective media of advertisement.

TABLE 4.16

NECESSITY OF ADVERTISEMENT

DO YOU THINK THE No. of respondents Percentage

ADVERTISEMENT IS
NECESSARY FOR
COLD DRINKS?
Necessary 14 28
Very necessary 34 68
Can’t say 2 4
Total 50 100
          Table 4.16 shows that highest number of respondents are of the view
that advertisement is very necessary for cold drinks while few respondents are
of the view that advertisement is necessary.

TABLE 4.17
 EFFECTIVENESS OF EXPENDITURE INCURRED ON
ADVERTISEMENT

Does expenditure No. of respondents Percentage

should be incurred on
advertisement
Yes 43 86
No 2 4
Can’t say 5 10
Total 50 100

          Table 4.17 shows that 86% of the respondents are of the view that the
expenditure incurred on advertisement is effective in adding the profit while
4% denied the same and 10% did not reply.
TABLE 4.18

REASONS FOR DIFFERENCE OF ADVERTISEMENT EFFECTIVENESS

WHICH REASON YOU No. of respondents Percentage

FIND FOR THE
DIFFERENCE OF
ADVERTISEMENT
EFFECTIVENESS
Education 20 40
Liking 10 20
Standard of Living 10 20
Level of Development 10 20
Total 50 100

          Table 4.18 shows that  40% of the respondents say education is one of
the main reason of Advertisement effectiveness while equal % of the
respondents are in the favour of likings, standars of living and level of
development
TABLE 4.19

ADD EFFECTIVENESS AND IMPROVEMENT IN ADVERTISEMENT

WILL THE STUDY OF No. of respondents Percentage

EFFECTIVENESS
WOULD CONTRIBUTE
TO IMPROVEMENT OF
PRESENT
ADVERTISEMENT
Yes 45 90
No 1 2
Cannot say 4 10
Total 50 100
Table 4.19 shows that the majority of the respondents are of the view that the
study of effectiveness contributes the improvement in present advertisement.

TABLE 4.20

NECESSITY OF ADVERTISEMENT EFFECTIVENESS

IS ADVERTISEMENT No. of respondents Percentage

EFFECTIVENESS IS
NECESSARY FOR
COMPANY?
Yes 48 96
No 1 2
Can’t say 1 2
Total 50 100
          Table 4.20 reveals that majority of the respondents say that the
advertisement effectiveness is necessary while same did not replied.

TABLE 4.21

USERS OF ADVERTISEMENT EFFECTIVENESS

THE USE STUDY OF No. of respondents Percentage

 EFFECTIVENESS IS
FOR WHOM?
For company 34 68
For employees 1 2
For customers 15 30
None of these - -
Total 50 100
Table 4.21 indicates that 68% of the respondents are of the view that the
study of effectiveness is meant for company while 30% say that it is meant for
customers.

FINDINGS
After going through all the project and the collected data, I found that:

    84% of the respondents said that TV is the most effective media of

advertisement.

    60% of the respondents said that they like the advertisement of cold
drinks because of its theme whereas, 14% said that they like celebrities in
advertisement.

    Some 32% of the respondents said that’ yeh dil maange more’ is the most
popular slogan whereas 28% of the respondents said that ‘ yara da tashan’
is the popular slogan.

    Majority of respondents are of the view that advertisement is very

necessary for cold drink.

    Majority of respondents sees the advertisement of the cold drink they like
most.
    Majority of the respondents like cola flavor of cold drink

    Equal number of respondents like the brand of Coca Cola and Pepsi

SUGGESTIONS
We reached some suggestions :
  Advertisement should not be too expensive, because the advertisement
leads and increase the prize of the product.

    Media should be selected according to the choice of customers.

    In rural areas media should be according to the choice of the people.

   To give more attention in making the advertisement to make it effective for
the sale of cold drink.

    Price should be decreased so as to attract the consumers to use product

more.

   To give attention on the weak media of advertisement so that the

consumers comes to know about the product.

   It should be attractive one so that people are attracted toward the
advertisement.

 
LIMITATIONS
    The project relied mainly on the primary data.

    Consumer give very unclear picture.

    We have a limited time.

    The study is based on limited sample.

    It begin my first attempt to undertake such a study, thus the inexperience
is also a obstacle to accomplish the project in a proper way.
   It was also difficult to get proper information from the people because they were
indulging in some other activities.
 
CONCLUSION
In last you conclude that majority of the respondents said that TV is the most effective
media for advertisement of cold drinks and the celebrities and the slogans in the
advertisement effect the consumers.
 
ADVERTISEMENT EFFECTIVENESS
 OF COLD DRINKS
BACK GROUND INFORMATION
 
I)       Name                   :         __________________________________
II)      Age                      :         __________________________________
III)     Qualification        :
IV)     1.      Literate               
          2.      Illiterate
          if literate ?
          1.      Below Matric                           2.      Matric        
          3.      Graduate                                4.      Post Graduate
V)      Profession                    :         __________________________________
VI)     Address              :         __________________________________
                                                __________________________________
VII)   Size of family      :         __________________________________
 
1).     Do you take cold drink ?
          a.       Yes                                         b.      No    
2).     How frequently you take cold drink  ?
          a.       Once a day                             b.      Twice a day
          c.       More than twice                      d.      Not regular
3).     Which are the different cold drinks available in the market ?
          a.       Coca Cola                              b.      Pepsi
          c.       Limca                                      d.      Fanta
          e.      Thums-up                               f.       Mirinda
          g.      Limca                                      h.       Maaza
          i.        Canada Dry                            j.        All of these
4).     Which cold drink you like most ?
          a.       Coca Cola                              b.      Pepsi
          c.       Limca                                      d.      Fanta
          e.      Thums-up                               f.       Mirinda
          g.      Limca                                      h.       Maaza
          i.        Canada Dry                            j.        All of these
5).     Which flavour of cold drink you like most ?
          a.       Cola                                        b.      Lemon
          c.       Mango                                     d.      Orange
          e.      Other
6).     Have you seen the advertisement of cold drink you like most ?
          a.       Yes                                         b.      No
7).     Through which media you have seen it?
          a.       T.V.                                         b.      News Paper       
          c.       Magazine                                d.      Others
8).     How many types of advertisement of you preferred brand of cold drink are
there?
          a.       1                                              b.      2
          c.       3                                              d.      4
9).     Which slogan of cold drink you like most ?
          a.       Taste the Thunder
          b.      Yara Da Tashan
          c.       Yeh Dil Mange More                                          
          d.      Jo chahe ho Jai COCA-COLA enjoy
10).   Why do you like the advertisement ?
          a.       Because it has film stars ?
          b.      Because of Good music
          c.       It’s theme and making is appealable.
          d.      Any other reason.
11).   Do you think that advertisement has forced you to consume product more ?
          a.       Yes                                         b.      No
12).   Which media is presenting the advertisement is necessary for sale of cold
drink ?
          a.       T.V.                                         b.      News Paper       
          c.       Magazine                                d.      Others
13).   Do you think the advertisement is necessary for sale of cold drink ?
          a.       Necessary                                        b.      Very Necessary
          c.       Not Necessary                       d.      Can’t Say
14).   The expenditure incurred on advertisement of cold drink is such effective that it
adds to profit ?
          a.       Yes                                         b.      No
          c.       Can’t  Say                    
15)    Which reason you find for the difference of advertisement effectiveness ?
          a.       Education                               b.      Likings
          c.       Standard of Living                  d.      Level of Development
16)    Is the study of effectiveness would contribute to improvement in present
advertisement ?
          a.       Yes                                         b.      No
          c.       Can’t Say
17)    Is advertisement effectiveness is necessary for company ?
          a.       Yes                                b.      No
          c.       Can’t Say
18)    What do you think the use of study  of effectiveness is for who?
          a.       For Company               b.      For Employees
          c.       For Customers             d.      None of these
CONSUMER BUYING BEHAVIOUR - INTRODUCTION

The job of marketer is to meet and satisfy target customers needs and wants but
“knowing customer" is not a simple task. Understanding the buying behavior of the
target market for its company products is the essential task for the marketing dep’t.
The job of the marketers is to “think customer” and to guide the company into
developing offers, which are meaningful and attractive to target customers and
creating solutions that deliver satisfaction to the customers, profits to customer and
benefits to the stakeholders.

Marketers must study the customer taste, preferences, wants, shopping and buying
behavior because such study provides the clues for developing the new products,
price, product changes, messages and other marketing mix elements. In understand
the concept of buying we have the some of the key questions. They are: -

     Why does the market buying?                       Objective

     Who does the market buying?                       Organization

     What does the market buying?                      Objects

     When does the market buying?                     Occasions

     Where does the market buying?                    Outlets

     How does the market buying?                       Operations

Along with that there are two more questions that are also related with above. They
are: -

     How do the buyer’s characteristics influence the buying behavior?

     How does the buyer make purchasing decisions?

These are some of questions that solutions help to predict the buying behavior.
 WAYS OF BUYING BEHAVIOR

According to the concept of marketing the buying behavior can be divided in two
ways :-

1. Consumer Behavior: - It includes that user who buys the product for the direct
consumption, not to use for further sale purpose. Like as home users.

2. Business Behavior: - It includes those users who buy the product for the further
sale purpose. Like as shopkeepers, dealers, and retailers.

BUYING ROLES IN BUYING BEHAVIOR

In the buying behavior there are different roles played in each of consumer and
business. Those are involved in the buying decisions.

CONSUMER BUYING ROLES

In the consumer buying there are different buying roles; i.e.

     Initiator: --  A Person who first suggest the idea of buying.

     Influencer: - A Person who influence the buying decision.

     Decider: - A Person who takes decisions regarding buying

     Buyer: - A Person who actually buys the products.

     User: - A Person who is the user of the product.

BUSINESS BUYING ROLES

In the business buying there are different buying roles; i.e.

     Approver: -- A Person who approves the idea of buying.

     influencer: -- A Person who influence the buying decision.

     Decider: -- A Person who takes decisions regarding buying

      Buyer: -- A Person who actually buys the products.

     User: -- A Person who is the user of the product.

TYPES OF BUYING BEHAVIOR

There is a great difference between the purchasing of a computer and a car. Buying
decisions making varies with the type of buying decision. The types of buying
behavior divided are separately divided as per of consumer and business buying.

TYPES OF CONSUMER BUYING BEHAVIOR

This is to be extensively divided in four types: -

1. Complex Buying Behavior: -- when the consumer are highly involved in the
purchase and aware of significant differences among brands.

2. Dissonance Reducing Buying Behavior: -- when the consumer are highly

involved in the purchase but sees little differences among brands.

3. Habitual Buying Behavior: -- when the consumer are low involved in the
purchase but sees absence of aware of differences among brands.

4. Variety Seeking Buying Behavior: --  when the consumer are low involved in
the purchase but sees significant of differences among brands.

TYPES OF BUSINESS BUYING BEHAVIOR

This is to be extensively divided in four types: -

1. Straight Rebuy: -- In this buyer approves the purchasing on the basis of the past
buying records and satisfaction with suppliers.

2. Modified Rebuy: -- where the buyer wants to modify product specifications.

Prices, delivery requirements.

3. New Task: -- when the buyer approves the purchasing of product for the first
time by consisting of the good and efficient salesperson.
So, that it’s the types of the buying behavior of consumer as well as business
buyer.

FACTOR AFFECTING THE BUYING BEHAVIOR

There are various factors that affect the buying behavior on both consumer as well
as business buying.

FACTOR AFFECTING CONSUMER BUYING BEHAVIOR

Cultural Factors        

Culture Personal factors      

   
Age Social Factors
 
 
References Group Psychological
Occupation
Sub Culture  
Motivation
 
Life Styles  
   
Family 

Personality Perception BUYER

Social Class  
 
Roles and Statues
Learning

FACTOR AFFECTING BUSINESS BUYING BEHAVIOR

Environmental        

Economic Organizational      
   
Objective Inter – Personal
Political
Authority  
Individual
 Age  
Status
Education BUSINESS
Empathy
Income BUYER
Cost of Money Policies

Competition Procedures
So, these are the factors that affect the consumer as well as business buying
behavior.

BUYING DECISION MAKING

Consumers make the decision on the different brands available in the market. They
will give the choice over the different brands. So there is a model that describes
how the consumers make the choice and preferences over the different brands.

The Following is the model of buying decision-making: -

1. Total Set: - In this they used to maintain the list of the all-leading brand to those
particular products, that are available in the market.

2. Awareness Set: -  After that they used to make the list of those selected brands
with that they are something knows and aware about their products.

3. Consideration Set: - After that they used to make the list from the list of known
brands, about those they know something better than other brands.

4. Choice Set: - After the consideration of some brands, a list of choice brands
those having the greater chances of acceptance over others.

5. Decision Set: - After the all of the process in last most preferred, most
acceptable during the buying decision process.

So that it’s a process, which defines that, how a buying decisions are made among
the number of brands available In the market.
So that it’s all about the general buying behavior of cons, and business buying
according to marketing concept, because to understand and making study over
buying behavior first its necessary to aware with concept of buying behavior.

BUYING BEHAVIOR - INTRODUCTION OF STUDY

INTRODUCTION

Understanding the buying behavior of the target market for its company products is
the essential task for the marketing dep’t. The job of the marketers is to “think
customer and to guide the company into developing offers, which are meaningful
and attractive to target customers and creating solutions that deliver satisfaction to
the customers, profits to customer and benefits to the stakeholders.

The computer processor company divides its buying behavior in both way i.e.
Consumer and Business. The both of term have same meaning as to define in the
chapter of buying behavior. The both consumer and business are divided further as
SMB —Small Medium Big - to identify the type of client according to their sales
and SMB have their own group of clients.

CONSUMER BUYING BEHAVIOR:-

It includes all those person who are the direct user of the computers and their
processors or for their employees and family member use. They are not indulging
in the sale activity of the computer and other Products. i.e. home users, companies
for their employees.

BUSINESS BUYING BEHAVIOR: -

It includes all those person who are not the direct user of the computers and their
processors or for their employees and family member use. They are indulging in
the sale activity of the computer and other Products. They can also be authorized
from companies i.e. Intel. i.e. hp, HCL, Assemblers.

 
There is model of the both of behavior as suggested by companies with the
dividing in the SMB, the both of the buying behavior. The models are below for
both behaviors: -

CONSUMER BUYING

S–M–B

SMALL MEDIUM BIG

Home PC users Departmental Stores Banks, Insurance

Doctors Laptop Users

Small Industries
Chemists Big Industries
Small Software Companies
Shop Keepers Software Comp.

And Self-Employed Scientists

MODEL OF CONSUMER BUYING BEHAVIOR

BUSINESS BUYING

S–M–B

SMALL MEDIUM BIG

Retailers Whole — Sellers Auth. Assemblers

Small Traders Big Assemblers e.g. HP, HCL, ACER

Small Assemblers Intel Agents Super Store Retailers

 MODEL OF  BUSINESS  BUYING BEHAVIOR 

So that’s all about the category of computer processors buying behavior as to each
divided in SMB as to their use and sales point. Now we will be discuss with the
concept of the from the point our study and discuss how these companies make it
possible.

PROBLEM FORMULATION

In this report we are making a study report for the buying behavior of Processors in
order to know the position of different sets Processors brands of different
companies in the market. So that we divide the problem in sub parts to make the
good and result oriented study report. Problem defined as: -

     What is the Position of the computer processors all companies in the Indian
market?

     Different players in the processor market.

     Perception of dealers and consumer about these companies.

     Physical distribution of these companies competing with others.

     Taste and preferences of dealer and consumer towards computer.

     Price effect over consumer and dealer between competitions. Marketing and
sales promotion activity of these companies.

     Competition in terms of price, technology and after sale service.

     Find out the consumer and business target groups.

 
So as to study the buying behavior we divide the problem overstated parts, so that
it can be easily formulate and solved.

SIGNIFICANCE OF PROBLEM

Every one knows the time of manual working and now we have different set of
machines for the different work, it makes our work very easy and fast. In these
machines computer is one and buying of a computes is not a simple task. In that
buying behavior for the computer processors has Its own significance. For that we
divide the problem as stated in above sect and each problem has its own
significance to answer the following questions: -

     Why, When, How, What, where and who is buying the Computer?

     Why, When, How, What, where and who is buying processors and which
one?

     Why, When, How, What, where and who is buying only INTEL processors?

     Why, When, How, What, where and who is buying other than INTEL
processors?

In the, context of the solving these questions, problem has significance in the form
of the over stated questions?

ROJECT REPORT ON CONSUMER BEHAVIOUR COMPUTER

INDUSTRY
COMPUTER INDUSTRY – AN INTRODUCTION

 
 INTRODUCTION — COMPUTER INDUSTRY

Every one knows the time of manual working and now we have different set of
machines for the different work, it makes our work very easy and fast. In these
machines computer is Wonderful invention of the men among the different
machines and result is that today this machine is ready to beat the man mind, but
before this computer was not as it looks and works today. In the age of 1940
computer was invented by Americans for the purpose made easy the chemical
equation, which were used later on in Second World War as atom bomb, for which
equations were firstly made on computers. That time size was very big and
requires a one room space for this machine, but time to time technology
advancement and its necessity in different fields increase it utility and on the other
hand decrease in its size. Today computer is portable that we can wear it on wrist
as wristwatch. That is possible due to of the changes in the IC technology and
result is that today computer is emerged as big industry of the world. Computer
ranked as industry in the age of 1970 in USA and after that in other countries of
world, because it creates the lots of business, employment, business resource,
foreign exchange etc.

TYPES OF COMPUTER INDUSTRY

Computer industry is broadly in two types.

1. Computer Software Industry :- Computer software means all those application

programs, which we cannot touch but see and computer software industry means
that providing the business opportunities and employment in the field of computer
software development.

2. Computer Hardware Industry :- Computer hardware means all those parts,

which we can touch and see and computer hardware industry means that providing
the business opportunities and employments in the field of computer software
development.

COMPUTER INDUSTRY - MAJOR PLAYER IN INDIA

Computer industry has the number of player in each software and hardware
industry in the world. Now we have a look over the major players of this industry
in India. They are: -

SOFTWARE INDUSTRY HARDWARE INDUSTRY

TCS INTEL
WIPRO SEGATE
INFOSYS HP
HCL HCL
CISCO MICROTEK

COMPUTER INDUSTRY - THEIR SHARE :-

        In USA Computer industry shares the 48% of the total income where as in
INDIA it shares only 12% of the income and major portion goes to software
industry.

        In USA Computer industry provides the employment about 5.5 Iakhs and in
INDIA 78 thousands approx. yearly and also the major portion goes to
software industry.

        In USA 62% of population is dependent on the computer industry and

where as in INDIA this ratio only is 8% of population.

        In INDIA computer industry shares the 10.9% of Export in form of software
industry and 20 % of Import in form of hardware industry.
         In India only the 6-computer hardware companies and 13 computer software
industry companies are listed in Indian stock exchanges.

        Today the computer industry shares the 28.9% of the total of world income.

        Today INDIA have 5computer behind 100 peoples and whereas in USA
ration is 98 computer behind 100 people.

AN INTRODUCTION - DIFFERENT PROCESSORS BRANDS

INTRODUCTION

Everyone related with the IT or Infotech knows that a processor is the one a chip
“heart of the computer”. There no. of companies that’s provides the sales support
services and product services worldwide. In India there are only no. of companies
that’s provides the computer processors for the home PC and as well as for the
office use. The each of the companies having the set of different processors that’s
are segmented on the basis of price and technology. Because in the computer
processor market the price and technology plays the interchangeable role, but the
technology advancement creates a mark able and vital role as competitive weapon.
The different companies that are present in India, They are follows :-

COMPUTER PROCESSOR COMPANIES IN INDIA

INTEL
AMD
CYRIX
CELERON

In India there is only four companies is exist, but present scenario tells about only
the three companies except Celeron because it’s near about to end from the Indian
processor market.
 

ABOUT INTEL

Intel is the world first, largest processor manufacturing company. Intel was
established in the age of 1960 with its first product a computer processor named
with 8080 and after that in every decades Intel launched the many versions of the
processor named in number terminology i.e. 8084, 8085 etc till the age, of 1980’s
After 1980’s Intel uses name terminology of processor named Pentium—I,
Pentium— 2 etc. With the advancement of technology in IC’s technology for the
personal computers. After 1995 along with the processor and chipset Intel
launched the motherboards and other networking peripheral i.e. Hub, Web-
Camera, VGA cards and Network cards. After that Intel launches the processor for
the PC as welt as for the servers named XEON and for notebook computers named
Pentium—4 M. Intel keeps the range of products of different segments to meet out
the competition and change. Intel R & D division is continuously engaged to come
out with the latest state of the art product in the IT hardware sector. Today Intel is
world’s only company that produces more than the 8 hardware devices for the
computer with world best rated technology.

SOME UNIVERSAL TRUTH ABOUT INTEL:- WHERE DOES INTEL

STAND

        Intel is the 4th known brand In the world and 2nd in the world Infotech
scenario.

        Intel comes under the list of top 10 companies of the world.

        Intel is first, largest and ranked as number one processor and chipset
manufacturing company in the world.

        Intel has presence in 45 countries worldwide but has representatives in 22

offices around the world.

        Intel is only Company that has the first largest investment in IT Hardware
Sector.
         Intel is an ISO—9001 and ISO—9002 company.

        Intel employs approximately 80,000 people in 45 nations worldwide.

        Intel satisfies the approx.92.5% of the IT people worldwide.

        Intel is only World Company that produces more than 8 devices of

computers.

        Intel is only world company that produces the all type of processors i.e.
server processors, PC processors, notebook processors etc.

        Intel have their alliance and premium provider in each of operating country.

        In India Intel enjoying the approx. 93% market share of IT hardware since
1998.

ABOUT INTEL IN INDIA

In India Intel enjoying the approx. 93% market share of IT hardware since 1998.
Intel products in India in age of 1980’s but with their representatives in 1997. Now
in India Intel have one head office and two marketing office whose address are
below.

Intel Head Office in India : -

INTEL INDIA TECHNOLOGY PVT. LTD.

136, Airport Road, Banglore 560017

Intel Marketing Office in India :-

INTEL TECHNOLOGY INDIA PVT. LTD.

45, Tech Park, Mumbai

 INTEL TECHNOLOGY INDIA PVT. LTD.

Gresco Corporate Center, Nehru Place, New Delhi

INTEL - PRODUCTS

INTEL has number of products that are used worldwide computers. They are
:-

        Processors

        Mother boards

        Chipsets

        Communication devices

        Storage products

Intel processors are bringing desktop and notebook computing to new levels of
speed and convenience, and extending Intel® Architecture to new levels of
technical computing performance, offering you all the compatibility and reliability
you’d expect from Intel.

Highlighted Processors products of Intel are: --

 
INTEL — STRATEGIC ALLIANCES AND PREMIUM PROVIDERS

INTEL has eight strategic alliances worldwide and premium providers are
exclusive of operating country those provide the sales support services and product
services worldwide. They are: -

STRATEGIC ALLIANCES
BEA Alliance
IBM And Intel
Microsoft And Intel
Broad vision Alliance
Oracle Alliance
SAP And Intel
SAS And Intel
Intel i2 Alliance

Premium Provider in India Provides

TCS Customized Business Software’s
IDBI Financial Assistance
N ICON SYSTEMS Hardware Assistance
KARISHMA SOFT Doctors Software
HCL Assembler
HP Assembler

ABOUT AMD
 

“The era of technology for technology’s sake is behind us. Innovation driven by
real customer needs — ‘customer-Hector Ruiz

Founded in 1969 and based in Sunnyvale, California, AMD provides

microprocessors, Flash memory devices, and silicon-based solutions for our
customers in the communications and computer industries worldwide.

However, our focus goes beyond integrated circuits and transistors. AMD is
committed to helping our customers — and their customers — take advantage of
the phenomenal capacity of silicon to add value and help differentiate their
offerings. To that end, AMD products are developed with customer needs always
in mind and not for the sake of innovation alone. Stated more plainly, it means that
AMD exists to provide real solutions for real customer problems that exist in the
real world today. AMD refer to this philosophy as “customer-centric innovation”
and it represents the guiding principle behind everything.

AMD provide the different solutions in: -

        Recommended motherboards.

        Cooling solutions.

        Power supplies.

        Storage devices.

        Chipsets.

        Communication devices.

AMD PRODUCT — PROCESSORS

AMD PRODUCT - MIX

AMD has number of products at their different percentage as their product mix.

Products %age
Processors 65%
Mother Boards 18%
Chipsets 10%
Communication Devices 5%
Storage Devices 2%

AMD – LOCATIONS

AMD has manufacturing facilities in the United States, Europe, Japan and Asia,
and sales offices in major cities around the globe. Founded in 1969 and based in
Sunnyvale, California, AMD had revenues of approximately $2.7 billion in 2002.
A truly global company, AMD derives more than half of its revenues from
international markets. Shares of the company trade on the New York Stock
Exchange under the symbol AMD.

One AMD Place

P.O. Box 3453

Sunnyvale, California 94088-3453

(408) 749-4000

TWX:910-339-9280

TELEX:34-6306

AMD SUPPORT SERVICES

AMD provides the support services to their consumers, to get the maximum
consumer satisfaction. The services are: --

        After sales services.

        Warranty and credit facility.

        Services by premium provider in each country.

        The download area offers software, drivers, plug-ins and other utilities for
your products,

        Quickly locate a variety of product support information throughout the

Technical Support site.

AMD - FLASH BACK

                 May 1, 1969 - AMD incorporates with $100,000.

                 September 1969 - The company moves to new headquarters at 901

Thompson Place, Sunnyvale.

                 November 1969 - First good die emerges from Fab 1, the Am-9300, a 4-bit
MSI shift register.

                 1970 - First proprietary product introduced, the Am-2501.

          January 1973 - First overseas manufacturing base in Penang, Malaysia, in
volume production.

                 1975 - AMD enters the RAM market with the AM-9102.

                 April 1987 - AMD and Monolithic Memories Inc. agree to merge.

                 March 1991 - AMD introduces the AM386 microprocessor family,

breaking the Intel monopoly.

                 February 1992 - Five-year arbitration with Intel ends, with AMD awarded
full rights to make and sell the entire Am-386 family of microprocessors.

                 April 1993 - First members of the Am-486 microprocessor family are

introduced.

                 January 1994 - Compaq Computer Corp. and AMD form long-term alliance
und which Am486 microprocessors will power Compaq computers.

                 March 10, 1994--Federal court jury confirms AMD’s right to Intel

microcode in 287 math coprocessor trial.

                 1997 - AMD introduces AMD-K6 processor.

                 1998 - AMD and Celeron announce long-term alliance to develop copper

                 2001—AMD introduces AMD AthlonTM XP processor.

                 2001—AMD introduces AMD Athlon MP dual processor for servers and

workstations.

                 2002—AMD introduces first Flash memory device based on Mirror

BitTM architecture.

                 2003—AMD introduces AMD OpteronTM processor for servers and

workstations.

                 2003—AMD introduces AMD Athlon 64 processor for desktop and

notebook PCs.
                 2003—AMD introduces the AMD Athlon 64 FX processor, enabling
cinematic computing on the desktop

WORLDWIDE LOCATIONS OF THESE COMPANIES

These companies having the presence over 45 countries but has representatives in
offices around the world. They are: -

Asia Pacific Region Europe Middle East & Africa Region

Australia Belgium
China France
Hong Kong Germany
India Ireland
Korea Israel
Singapore Poland
Taiwan Russia
Sweden United Kingdom
 
Latin America Region North America Region
Chile United States
Brazil  
Costa Rica Japan
Mexico Tokyo

After the formulation of the problem for the study and the having the significance
of problem we have the some of the research objectives for that we are doing the
study’ because with out any objective nothing is to be a study report. The research
objectives of this study are as below stated: -

 
            First and utmost findings the consumer and business buying
behavior for Processors.

           Perception and awareness level of all companies in the market.

           Determination of customer satisfaction level in regard to various

brands with Intel.

           Factor affecting the buying behavior of processors.

           Physical distribution of these companies competing with others.

           Difference between these companies in terms of product attributes.

           Find out the consumer and business target groups.

           To know the consumer and dealer profile of these companies

customer and dealers.

           Identify the problem of consumer and dealer with these companies.

           Taking the suggestions and complaints of the consumer and dealer.

So that we are taking these some of the research objectives on which our study is
based.

PRELIMINARY INVESTIGATION

After getting through of the research objectives now we go through step of the
preliminary investigation to find out the necessary information to fill out the
objectives of the study. The information expected to be collect on the basis of the
preliminary investigation are: -
           The various brands and available companies in the market.

           The various feature of various brands competing with the Intel

           List of all dealer and auth. assembler in New Delhi.

           Various promotional, marketing, advertisements, sales activity and

physical distribution of these companies.

           Competition in terms of price and technology between different

brands.

           Future marketing plan from point of competition.

           List of strategic alliances and premium providers and their services.

           Mapping of buying behavior.

So that to fill out the objectives of study I have done the preliminary
Investigation on overstated defined points and after that a list of needed
information prepared in next chapter.

REVIEW OF EXISTING LITERATURE

To study the buying behavior it necessary to aware with the market change
in few years, because day by day the awareness of the computers is
growing bind along with that the entry of new players in the market grow
rapidly. That has drastically hits the traditional processors market and
makes the many changes in the few years. As to in the processor market
the change is not only due to of competition but along with the change of
technology. To see the market changes in few years we have to go through
with the existing literature of processor market. In the computer studies as
to not of such of studies are done only of few studies were done regarding
computers and their perspectives by foreign as well as by the foreign
writers. So some of the content can be used for this study, the few studies
are used they are: -

     DR. S.P Joseph, “Computer and Human — Relation of IC and

Blood”, A.M.K. University, South Africa, 1998.

     Louis. E. Frenzel, “Computers — Futures Man By Man”, Parsons

Electronics, USA, 2001.

     Dr. A.K. Shiva “Computer Impact over Human lives”, Banglore

University, India, 1998.

     Mr. Arun Jain, “Customer Satisfaction Level of Intel Products”,

Trainee at INTEL, G.G.S. University, 2002.

The some of useful and meaningful point of existing literature for this
study are: --

                 Customers of the processors are not only interested to the price but
they pay more stress towards the advancement of technology for
easy and speedy work.

                 Computer has made greater impact over human lives rather than the
other technology invention and advancement.

                 Computer is another name of change, with that in each one or two

years in computers technology changes is not a big and new thing.
                 Initially computers only provide the limited range of services but
today we can not think any service without computers.

                 Till 1960 computers have the presence only in 5 countries around

the globe but today approx. each and every country of world have
computers.

So these are the extract of the computer literature that is useful towards the
solution of buying behavior.

FOCUS OF STUDY

Satisfaction is a person felling of pleasure or disappointment resulting

from comparing a products perceived performance in relation to his or her
expectations. So this study mainly focuses on: -

                 The satisfaction level of customers the study based on the feedback

collected from the filled questionnaire.

                 Whether the customer is satisfied with the supplied product and not.

                 If customer is satisfied up to what extent and if is not satisfied why.

What is the reason behind this?

                 Factors that affect the buying behavior as well as the customer

satisfaction.

                 How customer taste and preferences affects the company marketing

strategy.
                 How company is able to cater the demand and need of different
target groups.

FUTURE SCOPE OF STUDY

This study report has scope of understanding the different aspects of

buying and this can be used in future for further study for: --

                 To understand the future demand of consumer and dealer

                 To understand the future processor market characteristics.

                 For making of better competition strategy in changing environment.

                 Future marketing war and promotional plans decisions.

                 For the study of future buying behavior affecting factor prediction.

                 To check the customer satisfaction and brand awareness.

                 Suggestions and complaints can be considered for future products.

So, those are the points of the future scope this study, in which this study
can be used.

RESEARCH METHODOLOGY

INTRODUCTION
The research is a systematic, collection, recording and analyzing of data
about the problem relating to the marketing of goods and services, It
involves the diagnosis of information needs and the selection of relevant
inter-related variables about which valid and reliable information is
gathered, recorded and analyzed.

This chapter of research methodology of report consisting of the series of

steps of research process for the study “BUYING BEHAVIOR OF
COMPUTER PROCESSORS”. This chapter consisting of the research
process in both the aspect i.e. consumer buying behavior and business
buying behavior for different computer processors. Along with this it
explains the all of the research tools from collection of data till analyzing
of collected data.

Sample Size :

Sales Persons        :         7

Dealers                  :         20

Consumers            :         55

Sampling Method                   :         Convenience Sampling.

Data Collection                       :         Primary & Secondary Data.

DATA COLLECTION
 After making of the list of the needed information, source of data and the
sampling plan the next step is taken out for the collection of data. In this
study of the data is collected from primary as well as secondary data. The
details of the source of the data are :

     Primary & Secondary Data.

Primary Data : Primary data are collected with the help of :

     Questionnaire, Survey and feedback form.

     Through interviewing of consumer and dealer.

     Product supplement and Manual.

     Product warranty cards.

Secondary Data :  Secondary data are collected with the help of :

     From the books and journals of Intel.

     From the
site www.intel.com, www.amd.com www.computertoday.com

     Information from different officials.

     From the magazines and newspapers article of Intel and others.

ANALYSIS INSTRUMENT
 After identify the variables and other factor on that basis the data is to be
analyzed it is necessary to identify the tools and instrument through which
the analysis of data is to be done and presented. So that it lead to the
meaningful and good results from the analysis. In this study, we use the
following instrument of analysis of data :-

                       Tables

                       Graphs and Charts

                       Ratios

                       Ranking

                       Percentage

MACRO ANALYSIS

                 Most of the owners belongs to the income group of 300,000 and

student category but on the other hand dealer have turnover
around Rs. 15,00,000.

                 85 % respondents have the PC and on other hand only 5% have the
laptop computer own and in that 92 have Intel Based processors.

                 97% are aware and performance about the Intel Brand and only 2%
are aware about the AMD Processors.
                 90% are overall satisfied with the Intel Processors but on the other
hand AMD have the 5% of the overall customer satisfaction level.

                 74% of the population says that the effective product education and
supplement is to be supplied with the product and 90% of the
Population know about the Intel service providers and overall
satisfied with that.

                 92% of the population are strongly agreed that Intel uses the world
best Technology in their processors.

                 84% of the population considered the technology first while

purchasing the processors and the consumer perception about speed,
company, technology, after sale service, warranty policy and price is
excellent.

                 Friends and family members have the more influence in buying

decision.

                 95% of the Intel Dealers says that the Intel have the maximum sale,
most population, customer satisfaction than others.

                 88% of the dealers are the authorized dealer of Intel and they deal
in genuine Intel Products.

                 Dealers say our 92% customers are satisfied and Intel influences the
choice of consumers rather than the other brand in the market.

                 Dealers says the frequency of visit of Intel supervisor is mostly 2- 4

days in a week and 80% of the dealer are unsatisfied with the
 promotional activities of Intel and provides the marketing support to
big dealers only.

                 91% of the dealer grades the Intel as the first position among other
brands.

BUYING BEHAVIOR — FINDINGS

The most preferred and strong points are observed and find during the study are:

                 Intel products have the more customers irrespective of other

competitors i.e. AMD.

                 Intel premium providers are very happy with the Intel business
criteria.

                 As the advertisement expenses of Intel are very low but in

comparison to others the brand awareness of Intel is very high.

                 In India Intel is only company that providing the Laptop products
and other accessories up to latest technology and also the number of
range of products in laptop computers rather than other companies
i.e. AMD and Cyrix.

                 Intel divides its buying behavior consumer and business buyers in

SMB unlike other competitors for facilitating the quality products
and services.

                 Friends and family members influence respondents more

advertisements have comparatively less influence on buying
decision. Relatives have negligible influence on purchase decision.

                 Irrespective of price the technology and speed are most preferred

element.
                 Perception of consumer about the attributes like product, company,
technology is favorable to Intel.

                 The main problem of consumer is find to be the price of product

irrespective to others competitor i.e. AMD and Cyrix.

                 The main problem of dealer is find to be that no advertisement

assistance any other sales promotional and discount schemes for
dealers.

                 The customer satisfaction of Intel consumer and dealer is

remarkable in comparison of other competitors.

RESPONDENT COMPLAINTS

The complaints that are encountered during the study period from
dealer as well as customers in suggestions columns of questionnaire
are: -

                 The first ever complaint of Intel product is that price of all product
in comparison to other is very high.

                 Consumer says Intel gives 5-year warranty on their product but

dealers gives only for 1 year.

                 Number of Advertisement on television is very less.

                 Intel after sale service towards laptop products is not satisfactory.

                 No range available for laptop products in any of brands.

                 Intel after sales service is not satisfactory.

                 Procedure for replacement of product is very lengthy and it takes
lots of time.

                 Service cost of premium provider is very costly and not satisfactory

up to cost.

                 Dealer says any company does not give the advertisement

assistance.

                 Intel attitude towards sub — dealer is not up to remark.

                 Dealer says that sales and promotional activities are not

satisfactory.

RECOMMENDATIONS

As the recommendations that are given by the dealer and consumer in

suggestions columns of questionnaire for Intel are: -

                 As price is most preferred attribute, so prices of product should be

reduced as to make price competitive.

                 After sales service should be improved, by the arrangement of

authorized service centers and dealers.

                 More advertisement should be given on television, newspapers etc.

and based on children’s and family members.
                 The Company should provide promotional schemes & discount
scheme to satisfy the consumers.

                 Advertisement for business buyers should be given and

advertisement assistance should be given to dealers.

                 Service of premium providers should be in reach of each user by

reducing the prices and more service centers should be opened.

                 Intel should sponsors the T.V. programs, films and public services
to promote the brand.

                 The company should promote its brands so that the target

consumers hear its name about the technology.

                 The number of Authorized whole seller and dealer should be

increased.

                 The more support should be given to authorized assemblers.

LIMITATIONS OF STUDY 

Though every effort was put in to make this report authentic in every
sense, yet there were few factors, which might have their influence on the
final report. Hence limitations of the study are: -

                 This study is based on the primary data and observations; hence the
probability of personal bias cannot be over rule.
                 Limited time is also a limitation due to much of the dealer and
target consumers are not to be surveyed.

                 This study is conducted only in some part of Delhi due to of limited

time constraints, so that results are confined to that area only.

                 Data could not be collected correctly as sometimes respondents did

not respond seriously to the questions an d their response may not
reflect the real picture.

                 Some times the dealers does not respond correctly due to of

business time and due to of ill mood for conversation but tries to
make possible and unbiased. Respondents, no matter, how honest
they, normally do not exhibit their attribute and this kind of study
retains such limitations.

                 In-co-operation of few dealers and consumers is another limitations

of the study.

                 Major limitations number of respondent was very small which may

not be true representative of population.

CONCLUSION

                 In Delhi near about all dealers and retailer of computer hardware
deals in Intel Processor.

                 Latest Technology and speed are the first attribute of choice of

consumer and dealers.
                  All companies divides its buying behavior consumer and business
buyers in SMB unlike other competitors for facilitating the quality
products and services.

                 Dealer says if promotional activities and advertisements are to be

increased then sale can be increased.

                 Discount schemes and gifts should be introduced for big Dealers.

                 Credit period should be allowed.

                 Consumer buyer decision mainly influenced by the friends and

already user views.

                 Mostly consumers are interested in buying the computers during

budget time.

                 Most of Intel based PC and laptop are happy with their

performance.

                 Most of consumers are waiting for the other range of processors.

                 Most of the consumer preferred the technology and speed first

rather than the price and advertisement.

Please Tick () on Choice: -

QUESTIONNAIRE – CONSUMER

1)    Do You Own A Computer?

A)      Yes                                 B)      No    
2)    If No — Which Processor Based Computer Would You Like To Purchase

A)      Intel             B) Celeron             C) Cyrix                D) AMD     

And Specify Why

___________________________________________.

3)    If Yes Please Specify Type of Computer?

A)      PC                        B)      Notebook              C)      Server         

4)    For Whom Did You Buy PC?

A)      Personal                B)      Spouse                  C)      Children      

5)    Which PC Do You Own?

A)      Assembled            B)      HCL            C)      HP          D) Acer
6)    Which Processor Your Computer Own?
A)      Intel             B) Celeron             C) Cyrix                D) AMD     

7)    Specify Why This

___________________________________________.

8)    Which processors uses The World Best Technology In Their Products

A) Intel                  B) Celeron             C) Cyrix                D) AMID    

9)    Performance Of Your Computer With above specified Processors Is

A)      Excellent      B) Very Good       C) Good      D) Poor       E) Fair
10) Have You Ever Avail Service Of any processors Premium
A)      Yes                       B)      No

If Yes Specify Name _______________________________________

11) Product Education And Supplement With The Product.

A)      Manual                                     B) Warranty Card           
C)      Credit Facility                           D) All Mentioned  

12) Would You Recommend Any Person To Purchase which Processor?

Specify Name
______________________________________________.

13) Which Factor You Consider Most While Purchasing A Processor

A)      Price            B) Speed       C) Company image       D)

Technology

14) What is Your Perception About The Following Factor of computer

Processors.

Factor Excellent Good Poor Can’t Say

Price        
Speed        
Company Name        
Technology        
After Sale Service        
15) How Did You Came To Know About different brands of processors.
A)      Friends        B) Family        C) Advertisements        D) Dealer

16) What is The First Word That Comes In Your Mind When You Hear
About any processors brand.

      
__________________________________________________________

17) Do You Remember Any processors Advertisement

A)   Yes                       B) No
If Yes:—
A)   Intel                B) Celeron             C) Cyrix           D) AMD

Also Specify Media _____________________ Place

_______________

18) Do You remember The Punch Line of any processors brand

A)      Intel             B) Celeron             C) Cyrix         D) AMD  

Specify
___________________________________________________.

19)    Any Suggestions And Complaints

Respondent Profile —

First Name _________________ Last Name  ________________ Age _______

Address ______________________________________________________ City

_________________ Pin _______________________________________

Phone No ______________ Mobile No _____________ E-Mail ID __________

Profession

A)      Student                           B)      Business man

C)      Service man                    D)      Self Employed

Annually Family Income ( More than)
A) 100,000            B) 150,000            C) 200,000            D) 300,000

Signature
1)       Are You
A)      Dealer          B) Sub Dealer        C) Retailer             D) Sub Retailer
2)       Which Brand Of Processor Based Computer or Processor Do You     Deal

A)      Intel             B) Celeron             C) Cyrix      D) AMD

3)       Which Brand Of Processor Based Computer or Processor is Popular, Most

Demanded

A)      Intel             B) Celeron             C) Cyrix      D) AMD

4)       Why It Is Popular Or Demanded Most?

Please Specify _____________________________________________.

5)       Which Type of PC Do You Own?

A)      Assembled            B) HCL       C) HP                   D) Acer      

6)       Are You Authorized Assembler Of any processor brand

A)      Yes                       B)      No

If “YES “please specify

A)      Intel             B) Celeron             C) Cyrix      D) AMD

7)       Are You Authorized Assembler Of any Assembled PC

(if Yes Then Specify )

A)      HCL            B) HP                             C) Acer

8)       Which Processor Have the Maximum Sale At To Your Shop?

A)      Intel             B) Celeron             C) Cyrix      D) AMD

9)       Your Opinion About The Performance Of Computer With computer
Processors is

A)      Excellent               B)      Very Good            C)      Good

D)      Poor                     E)      Fair

And Which

A)      Intel             B) Celeron             C) Cyrix        D) AMD

10)     Rank The Following Brand Of Processor As To Your Perception

(From A to D)

11)     Please Specify To Which fou Influence The Choice Of Customer

A)      Intel             B) Celeron             C) Cyrix        D) AMD

12)     The Choice Of Customer Towards Branded System

A)      Always        B) Some Times       C) Mostly              D) Never

13)     Which Factor You and Customer Consider Most While Purchasing A
Processor

A) Price       B) Speed     C) Company Image         D) Technology

14)     Frequency Of Visit Of any brand Supervisor (In a Week)

A)      1—2            B)  2—4                C)  4—5              D)  5—6

And Whom

A)      Intel             B) Celeron             C) Cyrix        D) AMD

15)     Which Provides You Necessary Marketing Material

A)      Intel             B) Celeron             C) Cyrix      D) AMD
16)     If Yes Please Specify

A)      Board          B) Hoarding          C) News Paper ad Support

D)      Glow Sign Board            E) Pamphlets         F) Other

17)     Which Provides You Ever Any Promotional Schemes

A)      Intel             B) Celeron             C) Cyrix      D) AMD

18)     Please Specify Type _______________________________________.

19)     Would You Recommend Any Person To Purchase Which Processor?

A)      Intel             B) Celeron             C) Cyrix      D) AMD

20)     Any Suggestions And Complaints

          _______________________________________________________

          _______________________________________________________

          _______________________________________________________

          _______________________________________________________
 Main Points : Project Report on credit schemes of State Bank of India [SBI] and
other Banks. Project Report on Banking System, Introduction of Banking,
Commercial Banks, Banking in India, Banking environment in india, India
Banking, SBI Bank, SBI Banking, SBI Card, Business Card, SBI Credit
Card, Loan Scheme, Loan Repayment, Interest Rate of Banks, Security, ATM of
State Bank of India, Use of ATM Card, SBI Regulations

Project Report "Banking System" in India

Introduction of Banking
Banking regulation Act, 1949, defines banking as accepting for the purpose of lending
or investment, of deposits of money from the public, repayable on demands or
otherwise and with draw able on demand by cheques, draft or order otherwise.

Functions of Commercial Banks :

1. To change cash for bank deposits and bank deposits for cash.

2. To transfer bank deposits between individuals and or companies.

3. To exchange deposits for bills of exchange, govt. bonds, the secured and
unsecured promises of trade and industrial units.
 4. To underwrite capital issues. They are also allowed to invest 5% of their
incremental deposit liabilities in shares and debentures in the primary and
secondary markets.

5. The lending or advancing of money either upon securities or without securities.

6. The borrowing, raising or taking of money.

7. The collecting and transmitting of money and securities.

8. The buying and selling of foreign exchange including foreign bank notes.

Banking scene in India

The banking sector in India is passing through a period of structural change

under the combined impact of financial sector reforms, internal competition,
changes in regulations, new technology, global competitive pressure and fast
evolving strategic objectives of banks and their existing and potential
competitors. Until the last decade, banks were regarded largely as institutions rather
akin to public utilities. The market for banking services were oligopolies and
Centralized while the market place was regulated and banks were expected to receive
assured spreads over their cost of funds. This phenomenon, which was caricatured as
3-6-3 banking in the united states, meaning that banks accepted deposits at 3%, lent at
6%, and went home at 3 p.m. to play golf, was the result of the sheltered markets and
administrated prices for banking products. Existence of entry barriers for new banks
meant that competition was restricted to existing players, who often operated as a
cartel, even in areas where the freedom to price their products existed.

The market place began to change for banks in India as a result of reforms of the
financial sectors initiated in the current decade. On account of policy measures
introduce to infuse greater competitive vitality in the system, the banking has entered
in to a competitive phase. Competition has emerged not only from within the banking
system but also from non-banking institutions. Lowering of entry barriers,
deregulation of interest rates and growing sophistication of customers have made
banking far less oligopolistic today. Introduction of capital adequacy and other
prudential norms, freedom granted to enter into new turf’s and greater overlap of
functions between banks and non-banks have forced banks to get out of their cozy
little world and think of the future of the banking.
Emerging Environment of Banking in India

Full convertibility of rupee leading to free mobility of capital, which will mean virtual
collapse of the national borders for trade and capital flows.

Greater coordination between monetary, fiscal and exchanged rate policies for
achieving the goals of faster and sustainable economic growth, macro-economic
stability and export promotion.

Close integration of various financial markets such as money market, capital market
and forex market.

Removal of lowering of existing barriers of competitiveness, which are present today

in the form of quantitative instructions on certain imports protective custom duties,
reservation of certain utilities for the public sector.

Growing privatization and commercialization infrastructure sector.

Today, Banks customers are better informed, more sophisticated and

discerning. They also have a wide choice to choose from various banks and non-bank
intermediaries. Their expectations are soaring. This is particularly true for banks
corporate clientele but also applies to customers from personal segment.

This is changing profile of customer’s call for a shift from product-based

approach to customers-based approach. A bank aiming at maximizing customer
value must, of necessity, plan for customized products. A combination of marketing
skills and state-of-the-art technology should enable to bank in maximizing its profits
through customer satisfaction.

In the next millennium banks will have to be more and more cautions about
customer service, profitability, increased productivity, to keep face with changing
banking scenario. As banks in India prepare themselves for the millenium these are
the shifts in the paradigm they are likely to experience. The 21st century may see the
dawn of “DARWINIAN BANKING”. Only the banks could fulfill the demands of
markets and changing items would survive and prosper.

A word about SBI card

SBI Segment : Small business credit card (SBI credit card)

Preamble :
Small business units, retail traders, artisans, village industries, small-scale
industrial units and tiny units, professionals and self employed persons etc.,
contribute significantly to the growth of our economy. The entrepreneur himself
manages many of the units. Very often, these entrepreneurs complain of procedural
delay in sanctions and renewal of limits. They also find it difficult to cope with the
demands for audited balance sheet and other statements sought by the bank from time
to time for availing credit facilities. With a view to providing hassle free financial
supports to the above categories of entrepreneurs who have shown commitment to run
the unit successfully and who are dealing with the banks for last two years
satisfactorily, new and friendly credit product namely small business credit card
scheme is designed. Under the scheme, cumbersome procedural aspects relating to
reviews and renewals, submission of balance sheet, stock statements and other
statements are done with credit delivery made simple and easy.

Purpose :

To meet the credit requirements of small business units, industrial unit, retail trader,
artisan, Small Scale Industry (SSI) and tiny units.

Eligibility :

A. Customers of the following segments with a satisfactory track record for the last
two years enjoying credit facilities.

 Small industrial units (SSI and tiny units including artisans)

 Small retail traders (Under SBF)

 Professional and self employed persons

 Small business enterprise

B. Units who do not enjoy credit limit with us/other banks at present with excellent
performance and credential may be considered.

Quantum of loan :

Loan up to Rs. 5 Lakh can be sanctioned to eligible persons.

Assessment :

The small business credit card limit can be fixed as follows :

  For small business, retail trader etc. 20% of the annual turnover declared for tax
purpose or last twelve months turnover in the operative accounts, whichever is
higher.

In respect of parties with good track record, where sales tax returns are not available,
the credit limits may be decided taking into consideration the actual turnover in the
accounts during the last two years.

 For professionals and self employed persons, 50% of their gross annual
income as per IT return shall be considered as the limit for issuing the SBI
credit card.

 For small scale industrial units, tiny sector units the assessment norms in
vogue as per the Nayak Committee recommendations would continue.

Validity :

 Credit card limit will be valid for a period of three years, subject to satisfactory
conduct of the accounts.

 Annual review will be done based on conduct/operations of the A/cs. A major

portion of the sales turnover should have been routed through the accounts as
revealed by the credit summations.

Repayment :

 The working capital advance may be continued subject to that review every
year provided the credit summations in the account is not less than 50% of the
projected sales turnover. If the credit summations is less than 50% of projected
sales turnover. The outstanding as on the due date of review should be made
repayable in suitable monthly installments.

 The term loan is repayable in suitable installments with in a maximum period

of five years.

 In case of composite loans, only the term loan is repayable in installments up to

a maximum period of five years.

Interest rate :

As per extent instructions issued from time to time relating the market segment.
Refinance :

No refinance is to be claim from SIDBI

Security :

Primary : Hypothecation of the stock in trade receivables, machinery, office

equipment.

Collateral :

Under SSI-No collateral security as per existing guidelines of RBI.

User SBF :

 Up to Rs. 25000/- No collateral security.

 Over Rs. 25000/- charge over movable/immovable property or third party

granted.

However, in case of the excellent track record, sanctioning authority may waive
collateral requirement.

Margins :

Up to Rs. 25000/-   -  NIL

Rs. 25001/- to Rs. 5,00,000/-    -  20%

Documentation :

Documents as per extant instructions.

Credit Card - A Convenient Banking Product :

The credit card is a hassle free convenient banking product aimed at simplifying
the credit delivery mechanism. Cumbersome procedural aspects relating to reviews
and renewals, submission of stock statement, balance sheet and other statements are
done away with. The credit limit will be worked as detail above.

Small business credit card

 Card No.
  Name

 Account No.

 Tel. No.

 Limit Rs.

 Date of issue

 Valid upto

 ………….. (Branch Code)

Signature of the Brach Manager                     Card holder’s Photograph with signature

The borrower would be issued a photo card indicating sanctioned limit and validity of
the limit (sample card)

Insurance :

 Fixed assets/stock pledged/hypothecated to the bank be fully insured at least to

the extent of the bank interests.

 Bank may waive insurance of assets for equipment against the fire and other
risk up to Rs.25000/-

Cover under credit guarantee scheme :

All eligible loan accounts sanctioned for small scale industries (other than
services) would qualify for cover under CGTFSI scheme (presently the scheme has
been introduce in five circles on pilot basis viz. New Delhi, Chandigarh, Lucknow,
Patna & Hydrabad).

Operation :

 Small business credit card accounts should be maintained in a separate ledger.

 Cheque book should be issued and marked as small business credit card
account.

 Pass book should be issued for mall business credit card holders.
  Stock statement waived.

 Submission of audited balance sheet waived.

 Borrower would be issued a small business credit card with photograph

thereon. Cost of photograph to be borne by banks.

 IRAC norms would be applicable.

 Brief opinion report should be recorded. Marked inquiries should be made and
recorded in the opinion report and singed by the field officer/cash officer or
officers not below that rank.

 Units within a radius of 5 kilometers may be covered intensively for the issue
of credit card. This condition may be waived for such of those units already in
the book of the branch. 

Inspections :

 Half-yearly inspection/monitoring to ensure the end user funds.

Sanction :

 Required loan may be sanctioned with in a week after receipt of detailed

information.

 Control return after sanction may be sent to next higher authority for approval .

Scoring Model :

 Loan would be sanctioned up to Rs. 5,00,000/- based on the simplified scoring

model as given in annexure- II. Those who are scoring less than 60% would not
qualify for the loan.

Rationale :

 New schemes for hassle free credit facilities to small borrower.

Automatic Teller Machine (ATM)

An ATM (Automatic Teller Machine) card is useful to a card holder as it helps him
to withdraw cash from banks even when they are closed. This can be done by
inserting the card in the ATM installed at various banks locations.

State Bank Cash Plus CARD

 Signature Panel.

 Magnetic Stripe

Features of State Bank Cash Plus Card

 State Bank Cash Plus Card having the 19 digit.

 Name of the card holders mention there on it.

 In case of State Bank Cash Plus Card, there is no expiry period but for the old
card, the date after which your card needs to be renewed is the last day of the
month indicated on your card.

 Signature panel on which you must sign as soon as you’re your card. It
identifies the card as your State Bank Card Plus Card.

 The magnetic stripe, which contains encoded information.

 ATM card possess pincode which having the 4 digit.

Use of State Bank Cash Plus Card

 We uses our State Bank Cash Plus Card for cash withdrawal from ATMs.

 We uses it for making the payments for purchase made at the merchant
establishments.

Significance of the Study

This study entitled “comparative study of various credit schemes of SBI V/s
other banks” will be helpful for bankers to maintain customers service policy, for
customers while deciding their financing needs and also helpful for other researchers
for further research in the future.
SBI card provides customers with an option, in addition to the existing banking credit
facilities available. With an SBI card customers can enjoy hassle-free credit facilities.

This study would help us to know about the problems that are faced by the consumers
during transactions. It would also reveal the problems that are being faced by the bank
employees while dealing with customers and would also highlight the future prospect
of SBI card.

Review of Existing Literature :

It is very essential to know whether the study has already been conducted before. If
so, how and to what extent ? And because of this scholar has to go through all the
existing literature related to the study. SBI Card, very limited studies have been
conducted on the subject. Due to the time restrictions scholar could seek advice from
only the limited literature, which is available with the bank.

As the concept is completely under the control of various banks and RBI. So the
information is directly taken from these sources.

Conceptualization

As the concept includes two terms i.e. cash credit or working capital loans and terms
loans. Therefore both the terms are taken into consideration in the proposed study.
Due to the privatization of banking sector many big private players entered in this
sector giving a tough competition to the existing players. So, to face this stiff
competition all the public sector banks have to review their functioning. These aspects
will be given importance in this project report.

The concept of SBI card, question crops in mind what is a SBI card, What is its
shape and size, what is its function. A SBI card is nothing but a identity card
containing card holder’s photographs with signature, card no. Name, A/c No. limit,
validity period, branch code with signature of Branch Manager.
 Focus of the problem
The study has been conducted at SBI Bhiwani. The main focus of the study is
to know about customer’s perceptions about various credit schemes. As SBI
card is an integral part of SBF (small business financing). So the due
weightage is given to SBI card. This study has been conducted by classifying
customers into two categories.

                 SBI Card holders

                 Non SBI Card holders

 Objective of the Study

                 To find out the market potential of SBI card in Bhiwani.

                To know customer’s perceptions about various credit schemes of

different banks.

                To compare the credit schemes of different banks.

                To find out main obstacles while getting finance under various credit
schemes.

Limitations of the study

                 The time was very limited as for requirement of study.

                Taking Sample has carried out the study. Therefore, all the limitations
associated with sampling.
                Sometimes the respondent does not want to disclose some relevant
information.

                 The information provided by the respondent may not be authentic.

                The sample size was restricted to Bhiwani only.

CHAPTERISATION
The Chapterisation of the project report is as following :

Chapter –1 :

                I have discussed about the relevance and importance about the
project.  I have explained the topic with ATM facilities. Why this study
is required? What are the limitations? What are the objectives and
what are the steps I have adopted for doing this project.

Chapter –2 :

                This study consists of the whole research methodology about the

project. It means what are the steps have been taken for doing this
study. How much the sample size and what are the variables? So this
study consist the complete research methodology. In this chapter the
profile of organisation has been also covered.

Chapter –3 :

                It consists the detail descriptions about the raw data. Here the
complete analysis of the data, which is collected from the primary
 sources. For tabulation the data is converted into the percentage and
after that it is tabulated. On the basis of this data the graph are
inserted. At last the conclusion is drawn on the basis of this data. 

Chapter –4 :

                It consists the appendices part of the project report in this part I have
mentioned the names of all those books, magazines, journals and
web-sites from where I have collected the material comes under the
head of bibliography. It also consists the questionnaire, which is used
for collecting the data.
 Universe or survey population
All the customers availing credit schemes in Bhiwani is our universe while
the sample size is 50. The sample unit is individuals.

Criteria of selecting sample :

We are taking the sample on our convenience.

Sampling techniques :

Sampling techniques may be divided into two categories :

(1)             Probability sampling : 

Probability samples are characterized by the fact hat each element of

the population has known, non-zero chance of being included in the
sample.

(2)             Non-probability sampling :

Non-probability sampling involves personal judgement somewhere in

the process. For the present study, convenient technique of sampling
(non-probability) was used.

Research Design
A research design is simply a plan for study in collection and analyzing the
data. It helps the researcher to conduct the study and ensure that economical
procedures are employed and probing is relevant to the problem. Depending
upon the objective of the study there is three-research design available : .

                 Exploratory Research

                 Descriptive Research

                 Casual or Experimental Research

Data Collection :

There are two sorts of data available :

1.                  Primary Data :

Primary Data are those data which are collected to solve a problem or take
advantage of any opportunity on which a decision is depending. These data
are basically observe and recorded by the researcher for the first time used
primary data for my project work.

2.                  Secondary Data :

Secondary data are those data which are primarily collected by other person
for his own purpose.

Methods of Data Collection :

                 Observation Method

                 Questionnaire Method

Identified Independent and Dependent variables :

Independent variables :

All the external factors are independent variables  :

                 Govt. policy of RBI

                 Environmental factors

                 War

                 Technology

                 Natural Calamities

Dependent variables :

All the internal factors of organization are dependent variables  :

                 Company policy

                 Infrastructure

Credit Schemes of SBI Bank and other Banks

Table No. 1

Awareness level about various credit facilities

YES                                         NO

46                                                                                                               04

Most of the respondent are well awared about the credit facilities of
different Banks

 Table No. 2
 No. of respondents availing the credit facilities

YES                                         NO

44                                            06

Most of the respondent are availing credit facilities from Banks.

 Table No. 3

Distribution of Respondents availing the credit facilities from banks.

SBI             PNB            UCO           IOB             Others

18                 14                04            06                  02

Nearly 40% of the Respondents are availing credit facilities from SBI
followed by PNB.

Table No. 4

Time since customers are availing credit facilities

More than 3          2 to 3          1 to 2          Less than One

      10                     16                14                      04

Most of the respondents are availing the credit facilities ranging from 1 to 3
years.

 
 Table No. 5

No. of satisfied customers

Yes                                No

32                                  12

Customers are highly satisfied with their banks.

Table No. 6

Awareness level about various credit facilities of different banks

SBI             PNB            IOB             UCO     CANARA        OBC

42               40              22                14             12                 08   

The credit facilities of SBI and PNB are well known to every respondent.

 
 Table No. 7 (a)

Ranking of banks on the basis of interest rate

SBI             PNB            IOB             UCO     CANARA        OBC

30               27              08              13              08                

14                      

SBI and PNB are the most preferred banks in regard of interest rates.

Table No. 7 (b)

Ranking of banks on the basis of collateral security requirement

SBI             PNB            IOB             UCO     CANARA        OBC

26               30              16              10              06                 12   

Respondents are very much satisfied with SBI and PNB in respect of
collateral security requirement.
 Table No. 7 (c)

Ranking of banks on the basis of attitude of the employees

SBI             PNB            IOB             UCO     CANARA        OBC

28               27              20                8               10                 07   

Respondents  appreciate the attitude of employees of the SBI, PNB and IOB.

 Table No. 7 (d)

Ranking of banks on the basis of services

SBI             PNB            IOB             UCO     CANARA        OBC

26               32              26                06             06                 04   

 

Respondents  appreciate the level of services provided by SBI, PNB and IOB.

 Table No. 7 (e)

Ranking of banks on the basis of documents required

SBI             PNB            IOB             UCO     CANARA        OBC

28               24              18                12             08                 10   

 
Customers are happy with the document requirement of SBI and PNB.

Table No. 7 (f)

Ranking of banks on the basis of renewal process

SBI             PNB            IOB             UCO     CANARA        OBC

38               22              16                08             08                 08   

Customers are very much satisfied with the renewal process of SBI and tanks to SBI

card.

Table No. 8

Main obstacle while getting finance

   (a)                     (b)                   (c)                         (d)                       
(e)

Security        Document              Red                   Guarantee           

Attidute of

        Requirements       Tapisam              requirement         Bank

Employees 

   24                      08                        04                        

08                         06

Security requirements are the main obstacle while availing any credit facility.
  Table No. 9

Preference order of different parameters

   (a)               (b)                   (c)        
(d)                (e)                      (f)

Interest        Collateral       Attitude of     Services       Document               

Validity

  Rate          Security         Bank Emp.                           requirement

   42                    12                    08                 16                      14                   08

 Customer prefer low interest rates followed by services.

Table No. 10

Preference level of banks

SBI             PNB            IOB             UCO     CANARA        OBC

56               24              10                04             04                 02   

 

More than half of the respondents prefer SBI followed by PNB.

Table No. 11

Awareness level of SBI Card

Yes                                No

38                                  12

A good awareness level is exist about SBI cards.

 

Table No. 12

Sources of information about SBI card

Friends       Bank Employees            Advertisement               Publicity

06                        22                                04                              06         

Most of the respondents gets information about SBI card from bank employees.
Objective No. 1 :To find out the Market Potential of SBI card.

Ø                Most of the respondents covered in the survey know about the SBI card and feel that this

facility is beneficial to them as they can fix the limit for three years.

Ø                Respondents even require further guidance related to few things.

Ø                Customers feel very enthusiastic about the launch of SBI card in Bhiwani and very sure about

its success.

Ø                Most of the respondents want an increase in existing limit i.e. 5.00 lacs.

Objective No. 2 : To know customer’s perceptions about various credit schemes of different banks.

Ø                Most of the respondents like the credit facilities provided by SBI and PNB.

Ø                According to most of respondents, PNB is the fastest service provider. It takes only 15 days

to disburse the sanctioned loans whereas other banks including SBI takes 40 to 45 days.

Ø               PNB is offering the lowest PLR i.e. 11.25% whereas other banks are offering 11.5%.

Objective No. 3 : To find out main obstacle while getting finance under various credit schemes.

According to most of respondents, security and document requirement are the main

obstacles while getting finance under various credit schemes.

 Suggestions

On the basis of data analysis and interpretations, the following suggestions can be made.

Ø                RBI Should reduce the SLR and CRR to increase the credit creation capacity of the banks.
Ø                All the nationalized banks should try to improve their service level to face the stiff

competition given by private banks..

Ø                Banks should reduce the time length between sanction and disbursement of loan.

Ø                SBI should increase the limit under SBI card to fulfill the growing requirement of the

customers.

Ø                Bank employees should bring more professionalism in their attitude while dealing with

customers to retain and attract more customers.

Ø                Banks should narrow down the spread between PLR and deposit rates.

Ø                Banks should advertise and conduct special awareness programs to make SBI cards more

popular among customers.

 Questionnaire

Name …………………………       Age ………………………….

Income………………………...       Occupation…………………...
Q1.    Are you aware of various credit facilities of banks ?

          Yes                       No

Q2.    Are you availing credit facility from any bank ?

          Yes                       No

Q3.    If yes, from which bank you are availing credit facility ?
          …………………………………………………………

Q4.    Since when you are availing this facility.

          a)      More than 3 year            b)      2-3 years

          c)      1-2 years                        d)      Less than 1 year

Q5.    Are you satisfied with your existing bank ?

          Yes                       No

Q6.    If no, then why ………………………………………….

          …………………………………………………………..

Q.7    Tick the name of banks whose credit facilities are known to you ?

          a)      SBI                       b)      PNB            c)      IOB

          d)      CANARA            e)      UCO           f)       OBC

Q8.    Rate the banks on the basis of following parameters :

Factors Interes Collatarel Attitude Services Document Renewal

  t Rate Security of Field required process

officer
Banks
SBI            
PNB            
UCO            
 OBC            
CANARA            
IOB            

Q9.    According to you what is the main obstacle while getting finance under various

credit facilities?

a)      Security                         b)      Document Requirement

c)      Red Tapism                   d)      Guarantee requirement

e)                Attitude of bank employees

Q10.  According to you arrange the parameters in the descending order of their

preference?

          a)      Interest Rate                   b)      Collateral Security

          c)      Services                         d)      Attitude of field Officer

          e)      Document required        f)       Validity period

Q11.  Which banks name comes to your mind first while availing credit facility and

why?

          ………………………………………………………………………..

          ………………………………………………………………………..

Q12.  Have you heard about SBI card?

          Yes                       No
Q13.  If yes, from where?

          a)      Friends                 b)      Bank Employees

          c)      Advertisement      d)      Publicity

Q14.  Do you want to give any suggestions to banks?

          ……………………………………………………………………….

          ……………………………………………………………………….