A STUDY ON CUSTOMER SATISFACTION TOWARDS VISHWAA

ENTERPRISES, ERODE

CONTENTS

Chapte TITLE Page No.

r
I INTRODUCTION 1
II ABOUT THE CONCERN 9
IV DATA ANALYSIS AND INTERPRETATION 23
V SUMMARY OF FINDINGS, SUGGESTIONS 63
AND CONCLUSION
BIBLIOGRAPHY 66
ANNEXURE 67

1
 LIST OF TABLES

Table Page
TITLE
No No.

4.1.1 AGE OF THE RESPONDENTS 23

4.1.2 GENDER OF THE RESPONDENTS 25

4.1.3 MARITAL STATUS OF THE RESPONDENTS 27

4.1.4 EDUCATIONAL OF THE RESPONDENTS 29

4.1.5 OCCUPATION OF THE RESPONDENTS 31

4.1.6 MONTHLY INCOME 33

4.1.7 RESPONDENTS ON THE BASIS OF THEIR KNOWING WAY 35

4.1.8 AREA OF RESIDENCE 37

4.1.9 AVAILABLE OF PRODUCT IN ALL SHOP 39

4.1.10 RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL 41

ON QUALITY OF PRODUCTS
4.1.11 RESPONDENTS ON THE BASIS OF THEIR KIND OF DOOR 43
PURCHASING
4.1.12 ESPONDENTS ON THE BASIS OF THEIR REASON FOR 45
PURCHASING PVC DOORS
4.1.13 RESPONDENTS ON THE BASIS OF THEIR RECOMMENDATION 47
TO OTHERS
4.1.14 RESPONDENTS ON THE BASIS OF THEIR WHOM THEY 49
ARERECOMMENDATION
4.1.15 RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL 51
ON PRICE OF PRODUCTS 53
4.1.16 RESPONDENTS ON THE BASIS OF THEIR OPINION ON OFFER

4..17 RESPONDENTS ON THE BASIS OF THEIR TYPE OF OFFER 55

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL 57

4.1.18
ON PAYMENT MODE

4.1.19 RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL 59

ON DELIVERY OF PRODUCTS
4.1.20 RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL 61
ON RETURN PROCESS

2
 LIST OF CHARTS

Table Page
TITLE
No No.

4.2.1 AGE OF THE RESPONDENTS 24

4.2.2 GENDER OF THE RESPONDENTS 26

4.2.3 MARITAL STATUSOF THE RESPONDENTS 28

4.2.4 EDUCATIONALOF THE RESPONDENTS 30

4.2.5 OCCUPATIONOF THE RESPONDENTS 32

4.2.6 MONTHLY INCOME 34

4.2.7 RESPONDENTS ON THE BASIS OF THEIR KNOWING WAY 36

4.2.8 AREA OF RESIDENCE 38

4.2.9 AVAILABLE OF PRODUCT IN ALL SHOP 40

4.2.10 RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON 42

QUALITY OF PRODUCTS
4.2.11 RESPONDENTS ON THE BASIS OF THEIR KIND OF DOOR 44
PURCHASING
4.2.12 ESPONDENTS ON THE BASIS OF THEIR REASON FOR PURCHASING 46
PVC DOORS
4.2.13 RESPONDENTS ON THE BASIS OF THEIR RECOMMENDATION TO 48
OTHERS
4.2.14 RESPONDENTS ON THE BASIS OF THEIR WHOM THEY 50
ARERECOMMENDATION
4.2.15 RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON 52
PRICE OF PRODUCTS
4.2.16 RESPONDENTS ON THE BASIS OF THEIR OPINION ON OFFER 54

4.2.17 RESPONDENTS ON THE BASIS OF THEIR TYPE OF OFFER 56

4.2.18 RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON 58

PAYMENT MODE
4.2.19 RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON 60
DELIVERY OF PRODUCTS
4.2.20 RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON 62
RETURN PROCESS
3
4
 CHAPTER - I

INTRODUCTION OF THE STUDY

CUSTOMER SATISFACTION

Customer satisfaction, a term frequently used in marketing, is a measure of how

products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals. In a survey of nearly 200 senior marketing managers, 71
percent responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses.

It is seen as a key performance indicator within business and is often part of

a Balanced Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They
focus employees on the importance of fulfilling customers’ expectations. Furthermore, when
these ratings dip, they warn of problems that can affect sales and profitability. These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction.

To be able do this, firms need reliable and representative measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their product or
service has met or exceeded expectations. Thus, expectations are a key factor behind
satisfaction. When customers have high expectations and the reality falls short, they will be
disappointed and will likely rate their experience as less than satisfying. For this reason, a
luxury resort, for example, might receive a lower satisfaction rating than a budget motel—
even though its facilities and service would be deemed superior in 'absolute' terms.

1
 The importance of customer satisfaction diminishes when a firm has
increased bargaining power. For example, cell phone plan providers, such
as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few
suppliers of a certain product or service exist. As such, many cell phone plan contracts have a
lot of fine print with provisions that they would never get away if there were, say, a hundred
cell phone plan providers, because customer satisfaction would be way too low, and
customers would easily have the option of leaving for a better contract offer

There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.

PURPOSE

A business ideally is continually seeking feedback to improve customer satisfaction.

Customer satisfaction provides a leading indicator of consumer purchase intentions

and loyalty. Customer satisfaction data are among the most frequently collected indicators of
market perceptions.

2
THEIR PRINCIPAL USE IS TO FOLD:

1. "Within organizations, the collection, analysis and dissemination of these data send
a message about the importance of tending to customers and ensuring that they have a
positive experience with the company’s goods and services.

2."Although sales or market share can indicate how well a firm is

performing currently, satisfaction is perhaps the best indicator of how likely it is that the
firm’s customers will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention.

Organizations need to retain existing customers while targeting non-

customers. Measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.

"Customer satisfaction is measured at the individual level, but it is almost always

reported at an aggregate level. It can be, and often is, measured along various dimensions. A
hotel, for example, might ask customers to rate their experience with its front desk and check-
in service, with the room, with the amenities in the room, with the restaurants, and so on.
Additionally, in a holistic sense, the hotel might ask about overall satisfaction 'with your stay.

As research on consumption experiences grows, evidence suggests that consumers

purchase goods and services for a combination of two types of benefits: hedonic and
utilitarian. Hedonic benefits are associated with the sensory and experiential attributes of the
product. Utilitarian benefits of a product are associated with the more instrumental and
functional attributes of the product (Batra and Athola 1990).

The usual measures of customer satisfaction involve a survey  with a set of statements
using a Likert Technique or scale. The customer is asked to evaluate each statement and in
term of their perception and expectation of performance of the organization being measured.
Their satisfaction is generally measured on a five-point scale. "Customer satisfaction data can
also be collected on a 10-point scale.

3
 "Regardless of the scale used, the objective is to measure customers’ perceived
satisfaction with their experience of a firm’s offerings." [1] It is essential for firms to
effectively manage customer satisfaction. To be able do this, we need accurate measurement
of satisfaction.

Good quality measures need to have high satisfaction loadings, good reliability, and
low error variances. In an empirical study comparing commonly used satisfaction measures it
was found that two multi-item semantic differential scales performed best across both
hedonic and utilitarian service consumption contexts.

A semantic differential (4 items) scale, which is a four-item 7-point bipolar scale, was
the second best performing measure, which was again consistent across both contexts. In the
study, respondents were asked to evaluate their experience with both products, along seven
points within these four items: “satisfied to dissatisfied”, “favorable to unfavorable”,
“pleasant to unpleasant” and “I like it very much to I didn’t like it at all”.

Results suggest that more careful pretesting would be prudent should these measures be used.

Finally, all measures captured both affective and cognitive aspects of satisfaction,
independent of their scale anchors. Affective measures capture a consumer’s attitude
(liking/disliking) towards a product, which can result from any product information or
experience. On the other hand, cognitive element is defined as an appraisal or conclusion on
how the product’s performance compared against expectations (or exceeded or fell short of
expectations), was useful (or not useful), fit the situation (or did not fit), exceeded the
requirements of the situation (or did not exceed

Customer satisfaction surveys are important vehicles for enterprises, as they measure
customer satisfaction, and therefore help to determine customer loyalty. However, with the
advent of globalization and the Internet, today's customers expect more from the enterprise.
For this reason, IT and LOB executives need to ensure customers are completely, not merely,
satisfied to achieve competitive advantage in the marketplace.

Historical data tracking is crucial in the customer satisfaction survey system. If an

enterprise does not manage customer data, it cannot analyze responses over a given time,

4
making it difficult to see if products, services, and support are improving, worsening, or
remaining stagnant. IT and LOB executives should therefore design a database for question
and response management, to monitor overall satisfaction as well as to observe satisfaction
by sub-groups.

Successful customer satisfaction surveys require clear and well-understood processes.

This means that IT, LOB executives, and their employees need to set concrete and realistic
objectives, and to understand different sampling, methodology, and design issues. Moreover,
survey developers should understand customer satisfaction question creation, and how each
question helps to attain the desired objectives.

In an era of high competition and expectations, customer satisfaction surveys are

essential tools for listening to customers about their satisfaction levels, and for developing
strategies for improvement. Now that quality has become a deciding factor in product
selection for the customer, IT and LOB executives must leverage the customer relationship
through customer satisfaction surveys. Knowing what customers think about the enterprise's
product(s), service(s), and/or support, as well as their opinions of competitors' offerings, is
crucial for survival.

REASONS TO CONDUCT CUSTOMER SATISFACTION SURVEYS

 Demonstrate commitment to listening to customers.

 Enhance profits.
 Gain feedback from customers about products, services, and/or support, outside of
what customers provide the sales force.
 Improve customer satisfaction and retention.
 Improve quality of service.
 Increase market share.
 Increase repeat business.
 Learn where the company stands in comparison with competitors.
 Measure and compensate the sales organization.
 Obtain information on product developments, priorities, and requirements.
 Obtain input on new products or services.
 Provide a way for unhappy customers to vent.
 Target resources on issues of concern to customers.

5
 NEED FOR THE STUDY

o To identify the satisfaction level of customer towards different types of service

attributes, by identifying their critical factors.
o To study the continuous improvement in their (vishwaa Enterrprises) customized
products and services of targeting the needs of customers.
o To study the experience and expectations of the existing customers.
o T o study the improvement of current standards of services.
o To study the scope of introducing new types of services.
o To study about the business tactics followed to stand against the competitors.

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 OBJECTIVES OF THE STUDY

 To know the customer satisfaction regarding vishwaa Enterprises.

 To identify customer interest in buying doors.
 To find service rendered by the company.
 To know price impact on product purchase.
 To find word of mouth impact on product purchase.

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 STATEMENT OF THE PROBLEM

The objective of every company would be ensuring customer 
satisfaction for the customer satisfaction would create loyal customers.
Measuring customer satisfaction is always a challenge, as customer either would
not disclose or sometimes do not assess their satisfaction level clearly. Many times the
customer can not specify the reasons for his satisfaction.

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 CHAPTER-2

ABOUT THE CONCERN

INDUSTRY PROFILE

PVC door are the most cost effective solution and are safe from adverse weather
conditions or pests. These doors are preferred over wooden doors for diverse application
areas as they are fire resistant and easy to clean. The PVC doors offered by us are specially
designed to provide structural benefits and also give a stylish appearance to the room. We
also customize PVC doors to suit the client’s requirements. 

We have been manufacturing Plastic Profiles in India since 1997. We specialize in

making specialized compound as per the customer requirement for the profiles that we
manufacture giving our customer an advantage of cost.

They work closely with both our production teams and customers to ensure that any
modifications are quickly identified and implemented to provide an accurate, quality
extrusion. We are able to assist our customers from initial design to final production offering
advice on any modifications where necessary. Having the skills in house means we are able
to respond rapidly to customer requests and to provide a timely and efficient service.

We have the latest technology to ensure tooling is both accurate and appropriate for
the job at hand. We also can manufacture profiles as per your design & requirements to meet
your exacting standards, even in case of small monthly quantities. We also have facilities to
extrude flexible & co-extruded profiles. We also can help you to design your custom profiles
to enable you to get the maximum benefit of Extrusion.

We are presently extruding 30 colors, but custom colors can also be extruded as per
your requirement. We also have arrangement for post production processes in house like
Drilling, Punching, Slotting, Hot Foiling, Logo Marking & Printing on the profiles. Profiles
can be supplied in both interior & exterior grades as per your requirements.

9
We have various industrial users as our clients due to the following reasons: -

Quality & Consistency: -

  Quality and consistency are both top priorities at Plasopan. We go to great lengths for
our customers to ensure that every part not only meets their requirements but also exceeds
their expectations. Our operators and inspectors assume primary responsibility for quality
assurance by checking dimensions, part function and color during production.

Accuracy:

Our profiles are as per the dimension of the party & special care is taken to ensure
that the profiles fall in the parameter specified by the client.

Delivery:

  Another important area where we excel is on time delivery. As in industrial profile the
delay in one part can stop the assembly line. We cater to the above & ensure that the clients
have a trouble free experience.

We manufacture extrude various Plastic profiles of EVA¸ PP, PE, PC, Rigid PVC,
Flexible PVC, & others. We manufacture profiles catering to various industries , some of
them are mentioned below

 Automobile Industry
 Air Conditioning & Refrigeration Industry
 Advertising Industry
 Electrical Industry
 Civil Industry
 Woolen Industry
 Tile Trim
 Other Miscellaneous Industries

10
PVC Door

We are one of the most reputed PVC Doors Manufacturers in the market. With high
flexural strength, our PVC Doors are resistant to water, chemical and fungus. These doors are
made as per the customer requirement. Extensively used in all types of establishments, our
products are acknowledged for their sturdiness, durability and easy installation. Moreover, we
also supply these products as per the client’s needs and demands.

 Profiles having sales of low but regular off take on monthly basis.
 Profiles requiring Post Production Processing like foiling or slotting
 Profiles having one time sales only
 Profiles required in various colors

Types of Doors

 Moulded Panel Doors

 Flush Doors and Decorative Doors
 Block Boards
 Plywood
 Kitchen Shutters
 Engineered Veneer Moulded Panel Doors
 Decorative PVC Doors
 Engineered Wooden Panel Doors
 Fire Retardant Doors
 Glazed Doors
 Doors Jams
 Modular Kitchen and Wardrobe Shutters
 Veneers

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PVC Door Detailed

1. PVC Doors Size: 63.5 * 20mm

2. 60% PVC, 5kg/sqm

3. High glossy surface finish

4. Insulated, uniform thickness

PVC Door Panel:

Material: PVC Resin, Acrylic

Size: 63.5cm * 20mm* 2m

Type of Panel: Flat surface, Double Layer

Space saving for your reference

Top quality, fashion designed surface colors and patterns.

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 COMPANY PROFILE

VISHWAA ENTERPRISES PLASTIC, ERODE. Is one of the most well

recognized concerns in erode. The owner of the concern is Mr.NATHA KUMAR It was
established in the year of 1997. The Capital was Rs.500000 the concern has Goods Name
PLASTIC DOOR and the quality products and goods financial strength.

PVC DOOR Windows provide most cost-effective solutions to protect your family
members, employees and goods from adverse environmental conditions such as heat, cold,
noise, humidity, dust, insects and drafts where uninterrupted passage is essential.
Maintenance of PVC DOOR is very easy in comparison to woody doors because you can
easily wash them and these are fire resistant too.

PVC DOORS and Windows are available in attractive colors and pattern. Size can be
customized as per requirement. Every type of color is available with so that you can choose
as per your room color scheme. These are used for residential, commercial and industrial
applications and perfectly designed to suit the prevailing weather conditions. These doors can
be designed by using light weight PVC strip with a small overlap for internal pedestrian
doors to heavy grade PVC with maximum overlap for the most exposed doorways.

We offer you a range of Doors, also known as Folding Doors for Home,
commercial and industrial applications designed to suit the prevailing weather conditions.
These folding doors Give a contemporary look to rooms and acquire less space.

SERVICES

They have a large and highly customer base customer can get high quality, quantity,
finishing and world class services for the product.Vishwaa Enterprises is known for its quality,
reliability, authenticity and a wide variety. We are one of most reputed players of this field
engaged as manufactures and distributors of PVC profiles used for various applications like
Interior work, Modular Kitchen work and modular Furniture. We are specialized in some of the
activities like fabrication of polymer trap door, folding door, folding partition, fixed partition,
cupboard, loft, wall paneling, false ceiling and PVC vinyl flooring.

13
Product Profile

We are one of the leading manufactures, exporters and service providers offering a
wide range of top quality PVC Furniture, Vertical Blinds and Insect Nets. Our range of PVC
interiors, showcases, showcase sliding doors, dressing vertical blinds and curtain & insect
nets have been furnished using top quality PVC, wood, paint, adhesives. We procure the raw
material from first rate vendors of the market which have been duly certified. Further, our
products also undergo stringent quality checks to ensure authenticity. Our products have also
been certified with an A class rating as fire retardants. Available in varied designs and
dimensions, our products are carefully furnished to strike a balance between aesthetics and
functioning. Owing to their qualities, these furnishing products have gained popularity for use
in households, institutions, hotels, corporate houses, shops and showrooms all over the world.
We also offer customized products to suit the requirements of our clients. 

Category Name Product Name

PVC Interiors PVC Wardrobe

PVC Kitchen Cuboards

PVC Lofts Covers

PVC Kitchen Bottoms

PVC Cuboards

PVC Doors

PVC Pooja Doors

14
Our furnishings are well appreciated for the following features

 Durable
 Termite proof
 Water resistance
 Anti-fungal
 Easy installation
 Low maintenance
 Diverse colors and designs
 Endurance to different weather conditions
 Cost effective

Our Work Force

Our workforce works untiringly towards ensuring highest level of quality in our
products and services. These professionals have been hired on the basis of their skills,
excellence, training and experience in the respective domains. The workforce ensures
systematic and coordinated working of our manufacturing unit. Our team strives towards
achieving highest order of profitability and optimum use of resources by reducing wastage.
We have streamlined our workforce to optimize their strengths and minimize their
weaknesses among different departments as per the requirement and capabilities.

Our Markets

We are in the polymer industry for the past eight years. Our products are used in
projects of

 Erode
 Selam
 Karur
 Kerala
 Bangalore

15
 Apart from above-mentioned clients, we are the regular suppliers of PVC door to all
government projects i.e. CPWD, PWD, TNHB, TNPHB, TNEB & Chennai Telephones.

Future Endeavors

Very soon, we are coming out with PVC Polymer Windows, Which is very much
successful in European and Middle East countries. Slowly the concept is developing in India
too. In south, very few players are there in the market as compared to the factories in north.
Since we are setting our factory in Chennai, we can provide our customers quick and fast
services.

Business Type: Manufacturer, Distributor/Wholesaler

Main Markets: Kerala, Chennai, Bangalore and karnataka.

Annual Sales: Below US$1Million

We offer a complete range of moulded panel doors, which are of superior design,
comprehensive workmanship and highly duality. These are built out of well seasoned and
chemically treated solid hardwood timer, where both the faces are coated with HDF (High
Density Fiber) design door skins solely imported from Masonite international corp. USA.
These moulded panel doors, guarantee the same standards of quality followed in the
international market. These doors can be stained to give a rich natural look or painted in
contemporary shades depending upon the home décor. There is also a choice of wood grain
textures or smooth door surfaces, which can make a room look unique. Because of different
designs, textures and excellent finishes, there is no doubt that these are becoming one of the
most popular doors in India and abroad.

Our Infrastructure

We make use of a state-of-the-art infrastructure facility to manufacture

premium quality furnishings. Built on a plot area of 3000 sq. ft., the installation capacity of
our manufacturing facility is 1000 units. The unit is well equipped with latest machinery and
ample workforce for producing well-finished and intricately designed products.

16
 Machines used by us to manufacture top quality PVC interiors, showcases, showcase
sliding doors, dressing vertical blinds and curtain & insect nets are:

 Cutting machine
 Drilling machine
 Hammer

Payment Modes

Our client centric approach enables us to offer convenient and easy transaction
modes to our clients. Various payment transaction modes employed by us are:

 Money transfer through bank

 Cash
 Demand Draft

Quality Measures

We endeavor to maintain highest degree of excellence regarding the quality of our

products and services. Our products are manufactured using premium quality raw material
procured from certified vendors of the market. The furnishings offered by us go through
stringent quality checks under the strict supervision of our quality control experts. This has
resulted in our products being accredited with A class fire rating as they are highly resistant
to fire.

 Our quality controllers check our product on the basis of the following parameter s

o Moisture resistance
o Corrosion resistance
o Splitting
o Cracking

17
 o Resistance to warping
o Durability
o Anti-fungal properties

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
Business research is of recent origin and is largely supported by business
organizations that hope to achieve competitive advantages. Research methodology lays down
the various steps that are generally adopted by a researcher in studying the problem.

Research methodology is a way to systematically solve the research problems. It may

be understood as a science of studying how research is done scientifically. It includes the
overall research design, the sampling procedure, data collection method and analysis
procedure.

RESEARCH DESIGN

A research design is the arrangement of conditions for collection and analysis of data
in a manner that aims to combine relevance to the research purpose with economy in
procedure. The Research design used in this study was descriptive research design.

DESCRIPTIVE RESEARCH DESIGN:

Descriptive Research is designed to describe something. It includes surveys and fact-

finding enquiries of different kinds. The major purpose of descriptive research is to
description of the state of affairs, as if exists at present. The main characteristic of this
method is that the researcher has no control over the variables; he can report only what has
happened or what is happening. Most ex post facto research projects are used for descriptive
studies in which researcher seeks to measure such items example, frequency of shopping and
preference of the people over similar data.
SAMPLING DESIGN
Convenience sampling was used in this research. It refers to the
collection of

18
information from members of the population who are conveniently available to provide it.
The major advantage of convenience sampling is the simplicity and flexibility.

SAMPLING TECHNIQUES:
The population of the study of the customers of the Vishwaa Enterprises in Erode
District of the total population 100 customers is selected as the samples of the study. A
Simple Random Sampling technique was used to select the samples from the above
population.

POPULATION

The customers of Vishwaa Enterprises will constitute the entire population. Here the
entire population is considered for my study because the population is limited.

DATA COLLECTION

Data is recorded measure of phenomena. While deciding about the method of data
collection, the researcher should keep in the mind about two types of data. They are,

 Primary Data
 Secondary Data
PRIMARY DATA

Primary data is the first hand information, which the researcher gets from the
population. The tool for collecting primary data is “Questionnaire”. These data are collected
directly from the customers of Vishwaa Enterprises

SECONDARY DATA
Secondary data are those which have been collected by someone else and which have
already been passed through statistical process. Secondary data for this study was collected
through referring books, company magazine and websites.

TOOLS USED

The tool used for collecting the primary data is “Questionnaire”. The questionnaire
was used to collect the bulk of data. Questionnaire is the set of questions put forward for the
customers to answer. The required data was collected by using both open-ended and close-

19
ended questions. This is a preferred technique for collecting the primary data.

STATISTICAL TOOLS
The following statistical tool is used in the research:

 Simple Percentage Analysis.

PERCENTAGE ANALYSIS

This is a univariate analysis where the percentage of a particular factor with different
categories is calculated, in order to help one get fair idea regarding the sample and thereby
that of the population.

Simple percentage (%) = No. of Respondent X 100

Total No. of Respondents

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 SCOPE OF THE STUDY

The survey conducted will give the details about the customer satisfaction level
responding to power products and services. The study encompass the design, data collection,
analysis and reporting of a statistically reliable survey of customer segments, perception of
current levels of performance, service performance, standard expectations and service
improvement opportunities.

21
 LIMITATIONS

 The time is a limitation to cover more respondents.

 Sample size may not fully represent the whole population.
 The information provided by the customers might be biased.

22
 CHAPTER-3

DATA ANALYSIS AND INTERPRETATION

TABLE 4.1.1
AGE OF THE RESPONDENTS

S. No Age Frequency Percentage (%)

1 Below -20 10 10

2 21-30 35 35

3 31-40 40 40
Source: Primary data
4 Above- 40 15 15
INTERPRETATION
Total 100 100
From the above table shows that 40% of the respondent’s ages in age group of 31 to
40 years, 35% of them are in 21 to 30 years, 15% of the respondent’s age of above 40% years
and 10% are below 20 years.

23
 CHART 4.2.1

AGE OF THE RESPONDENTS

45
40%
40
35%
35

30
% of respondents

25

20
15%
15
10%
10

0
Below -20 21-30 31-40 Above- 40
Age

24
 TABLE 4.1.2

GENDER OF THE RESPONDENTS

S. No Gender Frequency Percentage(%)

1 Male 100 100

2 Female 0 0

Total 100 100

Source: Primary data

INTERPRETATION

From the above table shows that 100% of the respondents are male.

25
 CHART -4.2.2

GENDER OF THE RESPONDENTS

26
 120
100%
100

80
% of respondents

60

40

20
0
0
male female

Gender

TABLE 4.1.3

MARITAL STATUSOF THE RESPONDENTS

S. No Marital Status Frequency Percentage(%)

27
 1 Married 80 80

2 Unmarried 20 20

Total 100 100

Source: Primary data

INTERPRETATION:

From the above table shows that 80% of the respondent’s marital status is married,
20% of them unmarried.

CHART 4.2.3

28
 MARITAL STATUSOF THE RESPONDENTS

90 80
80
70
Frequency

60
50
40
30 20
20
10
0
married unmarried

martial status

29
 TABLE 4.1.4

EDUCATIONALOF THE RESPONDENTS

S. No Education Qualification Frequency Percentage(%)

1 Illiterate 5 5

2 School Level 15 15

3 College Level 75 75

4 Professional Level 5 5

Total 100 100

Source: Primary data

INTERPRETATION:

From the above table shows that 75% of the respondents are in college level, 15% of them in
school level, 5% of them are illiterate and 5% of the respondents are in professional level.

CHART4.2.4

30
 EDUCATIONALOF THE RESPONDENTS

80 75
70
60
Frequency

50
40
30
20 15
10 5 5
0
Illitrate school level College level Professional
level

Educational Qualification

31
 TABLE 4.1.5

OCCUPATIONOF THE RESPONDENTS

S. No Factors Frequency Percentage(%)

1 Business man 70 70

2 Private employee 20 20

3 Government Employee 5 5

4 others 5 5

Total 100 100

Source: Primary data

INTERPRETATION:

Above table shows that 70% of the respondents are business man, 20% of them are
private employees, 5% of them are government employees, 5% of the respondents are in
others.

32
 CHART 4.2.5

OCCUPATIONOF THE RESPONDENTS

80
70
70
60
Frequency

50
40
30
20
20
10 5 5
0
Bussiness man Private employee Government others
Employee

Occupation

33
 TABLE 4.1.6

MONTHLY INCOME

S. No Family Income Frequency Percentage (%)

1 Below -5000 5 5

2 Rs. 5001 - Rs. 10000 40 40

3 Rs. 10001 – Rs. 15000 30 30

4 Above Rs. 15000 25 25

Total 100 100

Source: Primary data

INTERPRETATION:

The above table shows that 40% of the respondent’s monthly income of Rs.5001-
Rs.10000, 30% of them is getting Rs.10001 – Rs.15000, 25% of the respondent’s monthly
income is above Rs.15000 and 5% of the respondent’s monthly income is below Rs.5000.

34
 CHART - 4.2.6

MONTHLY INCOME

45
40
40
35
30
30
Frequency

25
25
20
15
10
5
5
0
below Rs.5,000 Rs.5,001-Rs.10,000 Rs.10,001- More than
Rs.15,000 RS.15,001

Monthly income

35
 TABLE NO 4.1.7

RESPONDENTS ON THE BASIS OF THEIR KNOWING WAY

S. No Company Frequency Percentage (%)

1 Dealers 50 50

2 Friends 30 30

3 Relatives 15 15

4 Family members 5 5

Total 100 100

Source: Primary data

INFERENCE

The above table reveals 50% of the respondents are known about the products through
the dealers, 30% of the respondents are known through the friends, 15% of the respondents
are known through the relatives and 5% of the respondents are known through the family
members.

36
 CHART NO 4.2.7

RESPONDENTS ON THE BASIS OF THEIR KNOWING WAY

60
50
50
Frequency

40
30
30
20 15
10 5
0
Dealers Friends Relatives Family members

how to know this company

37
 TABLE 4.1.8

AREA OF RESIDENCE

S. No Residence Frequency Percentage (%)

1 Rural 25 25

2 Urban 65 65

3 Semi rural 5 5

4 Others 5 5

Total 100 100

Source: Primary data

INTERPRETATION:

From the above table shows that 65% of the respondent’s area of residence is
urban, 25% of them rural, 5% of them semi rural, 5% of the respondents are in other area.

38
 CHART4.2.8

AREA OF RESIDENCE

70 65
60

50
Frequency

40

30 25
20

10 5 5
0
Rural urban sami rural others

Residence

39
 TABLE 4.1.9

AVAILABLE OF PRODUCT IN ALL SHOP

S. No PVC Doors Frequency Percentage(%)

1 Availability of all 80 80

2 Availability of few 20 20

Total 100 100

Source: Primary data

INTERPRETATION:

Table shows that 80% of the respondent’s says pvc doors is available in all shop and
20% of the respondent’s says available in few shops.

40
 CHART 4.2.9

AVAILABLE OF PRODUCT IN ALL SHOP

90
80
80
70
Frequency

60
50
40
30
20
20
10
0
Availability of all Availability of few

All shop

41
 TABLE 4.1.10

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON

QUALITY OF PRODUCTS

S. No Satisfaction level Frequency Percentage(%)

1 Highly Satisfied 15 15

2 Satisfied 70 70

3 Neutral 0 0

4 Dissatisfied 5 5

5 Highly Dissatisfied 10 10

Total 100 100

Source: Primary data

INTERPRETATION:

The above table shows the satisfaction of the respondent on the basis of level of
satisfaction on quality of the product. Out of 100 respondents, 70% of the respondents are
satisfied, 15% of them are highly satisfied, 10% of them are dissatisfied and 5% of the

42
respondents are highly dissatisfied about the quality of product.

CHART 4.2.10

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON

QUALITY OF PRODUCTS

80
70
60
Frequency

50
40
30
20
10
0
Highly stisfied stisfied Neutarl Highly disstis- Disstisfied
fied

quality

43
 TABLE NO 4.1.11

RESPONDENTS ON THE BASIS OF THEIR KIND OF DOOR PURCHASING

S. No Kind of Doors Frequency Percentage(%)

1 Wood 5 5

2 Plastic 90 90

3 Steel 5 5

Total 100 100

Source: Primary data

INTERPRETATION:

From the above table shows that 90% of respondents are purchasing plastic doors, 5% of
respondents are purchasing wood door and 5% of them are purchasing steel doors.

44
 CHART 4.1.11

RESPONDENTS ON THE BASIS OF THEIR KIND OF DOOR PURCHASING

100 90
80
Frequency

60

40

20
5 5
0
Wood Plastic Steel
Type of doors

45
 TABLE 4.2.12

RESPONDENTS ON THE BASIS OF THEIR REASON FOR PURCHASING PVC

DOORS

S. No PVC Doors Frequency Percentage(%)

1 Durable 15 15

2 Water Resistance 80 80

3 Anti-fungal 5 5

Total 100 100

Source: Primary data

INTERPRETATION:

Above table shows that 80% of respondents are purchase due to water resistance, 15%
of them are for durable and 5% of them are purchasing due to anti fungal.

46
 CHART 4.2.12

RESPONDENTS ON THE BASIS OF THEIR REASON FOR PURCHASING PVC

DOORS

47
 90 80
80
70
Frequency

60
50
40
30
20 15
10 5
0
Durable Water Resistance Anti-fungal

PVC Doors

TABLE 4.1.13

RESPONDENTS ON THE BASIS OF THEIR RECOMMENDATION TO OTHERS

48
 S. No OPINION Frequency Percentage(%)

1 Yes 80 80

2 No 20 20

Total 100 100

Source: Primary data

INTERPRETATION:

It infers that 80% of respondents are recommended to others and 20% of them are not
recommended to others.

CHART 4.2.13

RESPONDENTS ON THE BASIS OF THEIR RECOMMENDATION TO OTHERS

49
 90
80
80
70
Frequency

60
50
40
30
20
20
10
0
Yes No

PVC Doors

TABLE 4.1.14

RESPONDENTS ON THE BASIS OF WHOM THEY ARE RECOMMENDATION

50
 S. No Recommended Frequency Percentage(%)

1 Friends 70 70

2 Relative 25 25

3 Family members 5 5

Total 100 100

Source: Primary data

INTERPRETATION:

From above table shows that 70% of respondents are recommend pvc products to
friends, 25% of them are recommended to relative and 5% of respondents recommend to
family members.

CHART 4.2.14

RESPONDENTS ON THE BASIS OF WHOM THEY ARE RECOMMENDATION

51
 80
70
70
60
Frequency

50
40
30 25
20
10 5
0
Friends Relative Family members

PVC Doors

52
 TABLE 4.1.15

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON PRICE

OF PRODUCTS

S. No Opinion Frequency Percentage(%)

1 Yes 90 90

2 No 10 10

Total 100 100

Source: Primary data

INTERPRETATION

The above table shows that 90% of the respondents satisfied, 10% of them are not
satisfied with price of products.

53
 CHART 4.2.15

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON PRICE

OF PRODUCTS

100
90
90
80
70
Frequency

60
50
40
30
20
10
10
0
Yes No

PVC Doors

54
 TABLE 4.1.16

RESPONDENTS ON THE BASIS OF THEIR OPINION ON OFFER

S. No Opinion Frequency Percentage(%)

1 Yes 79 79

2 No 21 21

Total 100 100

Source: Primary data

INTERPRETATION

The above table infers that 79% of the respondents are not getting any offer and 21%
of the respondents are getting any offer.

55
 CHART 4.2.16

RESPONDENTS ON THE BASIS OF THEIR OPINION ON OFFER

100 90
90
80
Frequency

70
60
50
40
30
20 10
10
0
Yes No

Offer

56
 TABLE 4.1.17

RESPONDENTS ON THE BASIS OF THEIR TYPE OF OFFER

S. No Kind offers Frequency Percentage(%)

1 Annual Discount 55 55

2 Free Delivery 25 25

3 Price Discount 15 15

4 coupon 5 5

Total 100 100

Source: Primary data

INTERPRETATION

The above table infers that 55% of the respondents are getting offers as a discount,
25% of them are getting offer as a free delivery, 15% of them are getting price discount
and 5% of respondents are getting coupons.

57
 CHART 4.2.17

RESPONDENTS ON THE BASIS OF THEIR TYPE OF OFFER

60 55
50
Frequency

40

30 25
20 15
10 5
0
Annual Discount Free Delivery Price Discount coupon

Offers

58
 TABLE 4.1.18

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON

PAYMENT MODE

S. No Satisfaction level Frequency Percentage(%)

1 Highly Satisfied 5 5

2 Satisfied 75 75

3 Neutral 0 0

4 Dissatisfied 5 5

5 Highly Dissatisfied 15 15

Total 100 100

Source: Primary data

INTERPRETATION

The above table shows the satisfaction of the respondent on the basis of level of
satisfaction on payment mode. 75% of the respondents are satisfied, 15% of them are
highly dissatisfied, 5% of the respondents are satisfied, and 5% of them are dissatisfied.

59
 CHART 4.2.18

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON

PAYMENT MODE

80 75
70
60
Frequency

50
40
30
20 15
10 5 5
0
0
Highly stisfied stisfied Neutarl Highly disstis- Disstisfied
fied

Payment mode

60
 TABLE 4.1.19

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON

DELIVERY OF PRODUCTS

S. No Satisfaction level Frequency Percentage(%)

1 Highly Satisfied 5 5

2 Satisfied 80 80

3 Neutral 0 0

4 Dissatisfied 5 5

5 Highly Dissatisfied 10 10

Total 100 100

Source: Primary data

INTERPRETATION

The above table shows the satisfaction of the respondent on the basis of level of
satisfaction on delivery of products. 80% of the respondents are satisfied, 110% of them
are highly dissatisfied, 5% of the respondents are highly satisfiedand 5% of them are
highly dissatisfied.

61
 TABLE 4.2.19

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON

DELIVERY OF PRODUCTS

90 80
80
70
Frequency

60
50
40
30
20
10
10 5 5
0
0
Highly stisfied stisfied Neutarl Highly disstis- Disstisfied
fied

Delivery

62
 TABLE 4.1.20

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON

RETURN PROCESS

S. No Satisfaction level Frequency Percentage(%)

1 Highly Satisfied 5 5

2 Satisfied 70 70

3 Neutral 0 0

4 Dissatisfied 10 10

5 Highly Dissatisfied 15 15

Total 100 100

Source: Primary data

INTERPRETATION

The above table shows the satisfaction of the respondent on the basis of level

63
of satisfaction on return process. 70% of the respondents are satisfied, 15% of them are
highly dissatisfied, 10% of them are dissatisfied and 5% of the respondents are highly
satisfied.

CHART 4.2.20

RESPONDENTS ON THE BASIS OF THEIR SATISFACTION LEVEL ON

RETURN PROCESS

80
70
70
60
Frequency

50
40
30
20 15
10
10 5
0
0
Highly stisfied stisfied Neutarl Highly disstis- Disstisfied
fied

Satisfication on return process

64
 CHAPTER-4
SUMMARY OF FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS

 From the above table shows that 40% of the respondent’s age in age group of 31
to 40 years.
 From the above table shows that 100% of the respondents are male.
 From the above table shows that 80% of the respondent’s marital status is married.
 From the above table shows that 75% of the respondents are in college level.
 Above table shows that 70% of the respondents are business man.
 The above table shows that 40% of the respondent’s monthly income of Rs.5001-
Rs.10000.
 The above table reveals 50% of the respondents are known about the products
through the dealers.
 From the above table shows that 65% of the respondent’s area of residence is
urban.
 Table shows that 80% of the respondent’s says PVC doors are available in all
shop.
 The70% of the respondents are satisfiedon the basis of level of satisfaction on
quality of the product.

65
  From the above table shows that 90% of respondents are purchasing plastic doors.
 It infers that 80% of respondents are recommended to others.
 From above table shows that 70% of respondents are recommend PVC products to
friends.
 The above table shows that 90% of the respondents satisfied with price of
products.
 The above table infers that 79% of the respondents are not getting any offer.
 The above table infers that 55% of the respondents are getting offers as a discount.
 The above table shows the 75% of the respondents are satisfiedon the basis of
level of payment mode.
 The above table shows the 80% of the respondents are satisfiedon the basis of
delivery of products.

SUGGESTIONS

 The management needs to pay attention to the fact that 55% of the respondents are
getting offers as a discount. The management should take steps to increase the supply
as promised.
 Care should be taken to improve the service efficiency that aids to retain the existing
customers.
 The organization can also give more importance to increase the share of purchase by
the customer.

 Company has to get periodical feedback from all its customers and it can track them
constantly to know their queries.

 Efforts to be taken to popularize the product, product variants, product prices, product
differentiation, service through appropriate publicity measures.

 The responses of the respondents regarding the level of satisfaction of overall service
are clustered in the satisfactory region. The management may take steps to convert
these into highly satisfactory.

66
 CONCLUSION

From this analysis it is seen that the satisfaction level about the over-all service does
not depend on response time or price but depends on the level of satisfaction with quality. It
is therefore clear that the customer’s perception about service level depends on their
perception about quality.

It is also seen that satisfaction level with quality depends on the rejection rates
experienced by the customers. Therefore the company should make efforts to ensure that the
rejection level at the customer end is minimized. This will improve the customer’s perception
about quality as well as service level.

Since the period of response and price levels do not influence perception about
service level, it is adequate if the company maintains the present level but concentrate its
effort in reducing rejections experienced by the customer.

67
 BIBLIOGRAPHY

REFERENCES

 Philip Kotler, Principles of Marketing, Sultan Chand and Company Ltd., New Delhi,
2002.

 Kothari C.R. Research Methodology, Wishwa Prakashan, New Delhi, 1985, (Reprint
2003).

 Richard l. Levin, David s. Rubin, Statistics for Management, Prentice Hall Inc.,
Seventh Edition, 2002.

WEBSITE

 www.vishwaaenterprises.com

68
 ANNEXURE

A STUDY ON CUSTOMER SATISFACTION OF VISHWAA ENTERPRISES,

ERODE.

QUESTIONNAIRE

1. Name:

2. Age

A) Below 20 B) 21-30 C) 31 – 40 D) above 41

3. Gender

A) Male B) Female

4. Marital Status

A) Married B) unmarried

5. Educational Qualification

A) Illiterate B) school level

C) College level D) professional level

6. Occupation

A) Business man B) Private employee

69
 C) Government employee D) others (specify) ___________

7. Monthly Income

A) Below Rs. 5,000 B) Rs.5, 001- Rs.10, 000

C) Rs.10, 001-Rs.15, 000 D) More than Rs. 15,001

6. How do you know this company?

A) Dealers B) Friends C) Relatives D) Family members

7. Area of residence

A) Rural B) Urban C) Semi rural D) Others (specify)___________

8. Availability of vishwaa’s PVC doors in all shop

A) Availability of all B) Availability of few

9. Are you satisfied with quality of PVC doors?

A) Highly satisfied B) Satisfied C) Neutral D) Highly dissatisfied E) Dissatisfied

10. Which kind of door are you purchasing?

A) Wood B) Plastic C) Steel

11. Why do you buy PVC Doors?

A) Durable B) Water resistance C) Anti-fungal

12. Have you recommended others to buy PVC Doors?

A) Yes B) No

13. If yes for whom you recommended?

A) Friends B) Relatives C) Family members

14. From where do you purchase the product?

A) Whole seller B) Dealer C) Retailer

15. Are you satisfied with the price of the PVC products when compared to the other
products?

A) Yes B) No

16. Did you get any offer while purchasing?

70
 A) Yes B) No

17. If yes what kind offers you got?

A) Annual Discount B) Free delivery C) Price Discount D) coupon

18. What is your satisfaction level on delivery of products?

A) Highly satisfied B) Satisfied C) Neutral D) Highly dissatisfied E) Dissatisfied

19. What is your satisfaction level on payment mode?

A) Highly satisfied B) Satisfied C) Neutral D) Highly dissatisfied E) Dissatisfied

20. If you needed to return your purchase for any reason, how satisfied were you with the
return process?

A) Highly satisfied B) Satisfied C) Neutral D) Highly dissatisfied E) Dissatisfied

21. Suggestions and improvement for the PVC doors

71