A Project Report On

Customer satisfaction survey for Kunhar

Peripherals pvtltd

by Mr. Vadak Mahesh V. T.Y.B.B.A. Under the guidance of Prof. M.V. Narode Submitted to

University of Pune
In partial fulfillment of the requirement for the award of the degree Bachelor of Business Administration (Semester VI ) RayatShikshanSansthas

ShriSadguruGangareerMaharajScience ,Gautam Art and Sanjivani Commerce College, Kopargaon [2013-2014]

Education through Self-Help is our Motto Karmaveer

RayatShikshanSansthas

ShriSadguruGangageerMaharaj Science, Gautam Arts &Sanjivani Commerce College Kopargaon, Dist- Ahmednagar.

CERTIFICATE
Department of B.B.A.
This is to certify that Mr. Vadak Mahesh V. Studying in BBA-III, year has successfully completed project during academic year 2012-13. On the basis of His performance in written presentation as well as oral presentation we are pleased to award him grade.

Guide

Co-ordinatorPrincipal

Internal Examiner

External Examiner

Date:

/2014

Place: Kopargaon

DECLARATION I am Mr. Vadak Mahesh V.. hereby declare that the dissertation work entitled Kunhar Peripherals Pvt Ltd is carried out by me and submitted as under the requirement of Bachelor in business administration degree from UNIVERSITY OF PUNE for the session 2012-2013. I hereby authenticate that all the information furnished by me are true to my knowledge and information and facts furnished by me are based on my own findings and as per the information furnished to me byKunhar Peripherals Pvt Ltd.

Place :Kopargaon Date :

Mr. Vadak Mahesh V.

ACKNOWLEDGEMENT

I would also like to express my gratitude towards my project guide Principal Nighot Sir, Prof. Narode sir (HOD) & Prof. M.V. Narode of the institute for guiding me in successful completion of this project. I would like to take this opportunity to express my respect and deep gratitude to

KunharPeripherals(Distributor) of. Kunhar

Peripherals Pvt Ltdfor his timely help and positive encouragement.

I extend my sincere thanks to all faculty members of the college and Kunhar Peripherals PvtLtd.Forthere kind guidance, co-operation and assistance in completing this report.

Mr. Vadak Mahesh V.

INDEX

Chapter No.

Title Introduction

Page No.

Objectives

Industry Profile

Company Profile

Research Methodology

Conceptual Background

Data Analysis & Interpretation

Findings

Limitations

10

Suggestion / Recommendation

11

Conclusion

12 13

Bibliography

Annexure

Introduction

In this world of competition any organization cannot avoid Customers. It has become a necessity for an organization for its survival in any industry so that customer satisfaction plays important role in each and every product life cycle. Customer satisfaction survey for Kunhar Peripherals pvt ltd. is the project conducted for Kunhar Peripherals pvt ltd. Latur Todays Companies are facing toughest competition ever. The intense competition makes the companies to take the necessary steps. To retain their existing customer as well as attract new once. In the environment of advancement of the technology the companies are trying hard to keep the pace with latest development. This project work is essential for the partial fulfillment of Masters In Business Administration of Pune University. The objective of this project work is to know the satisfaction level of consumers and to do the competitive analysis. The project is: 1. Customer Satisfaction Satisfaction reflects a persons comparative judgment resulting from a products perceived performance or outcome in relation to his or her expectation. Meeting the ever-increasing expectation of the service sensitive customer is one of the greatest challenges facing organizations today.

Effective marketing requires a keen understanding of the macro and microenvironment, customers and competitors. Competition is becoming intense with every passing year. Companies need to balance their customers and competitor orientation in order to be successful in the fast changing environment.

Other competitors for kunhar peripherals: Keyboard- iball Keyboard-intex Mouse:- soni Cpu-intex Ups-Exide Ups -microtech Ups intex

Objectives

1. Conduct customer satisfaction survey for Kunhar Peripherals pvt ltd. 2. To find out customer expectation from Kunhar Peripherals pvt ltd. 3. To study the factors those satisfy and delight the customer for Kunhar Peripherals pvt ltd. 4. To find out problem faced by customers. 5. To understand the customers requirement from the Kunhar Peripherals pvt ltd. 6. To know customer opinion and views about Kunhar Peripherals pvt ltd. Components.

SCOPE OF THE STUDY To understand the effect of Customer satisfaction on the growth of company. To understand about the various satisfactory concerns which is used for customer? To understand the complete process of customer satisfaction which implies on their customer? To go through the various forms used by the company for their customer satisfaction needs. To get a practical knowledge of the customer satisfaction .

INDUSTRY PROFILE
Information Technology (IT) industry in India is one of the fastest growing industries. Indian IT industry has built up valuable brand equity for itself in the global markets. IT industry in India comprises of hardwere industry and information technology enabled services (ITES), which also includes business process outsourcing (BPO) industry. India is considered as a pioneer in software development and a favorite destination for IT-enabled services. The origin of IT industry in India can be traced to 1974, when the mainframe manufacturer, Burroughs, asked its India sales agent, Tata Consultancy Services (TCS), to export programmers for installing system software for a U.S. client. The IT industry originated under unfavorable conditions. Local markets were absent and government policy toward private enterprise was hostile. The industry was begun by Bombay-based conglomerates which entered the business by supplying programmers to global IT firms located.

During that time Indian economy was state-controlled and the state remained hostile to the software industry through the 1970s. Import tariffs were high (135% on hardware ) and software was not considered an "industry", so that exporters were ineligible for bank finance. Government policy towards IT sector changed His New

Computer Policy (NCP-1984) consisted of a package of reduced import tariffs on hardware and software (reduced to 60%), recognition of software exports
as a "delicensed industry", i.e., henceforth eligible for bank finance and freed from license-permit raj, permission for foreign firms to set up wholly-owned, exportdedicated units and a project to set up a chain of software parks that would offer infrastructure at below-market costs. These policies laid the foundation for the development of a world-class IT industry in India.

Today, Indian IT companies such as Tata Consultancy Services (TCS), Wipro, Infosys, HCL et al are renowned in the global market for their IT prowess. Some of the major factors which played a key role in India's emergence as key global

ITplayerCompetitiveCosts

The cost of hardware parts and other services in India is very competitive as compared to the West. In the last few years Indian IT industry has seen tremendous growth. Destinations such as Bangalore, Hyderabad and Gurgaon have evolved into global IT hubs. Several IT parks have come up at Bangalore, Hyderabad, Chennai, Pune, Gurgaon etc. These parks offer Silicon Valley type infrastructure. In the light of all the factors that have added to the strength of Indian IT industry, it seems that Indian success story is all set to continu

This

RAMAC

DASD

is

being

restored

at

the

Computer

History

MuseumTransistorized electronics improved not only the CPU (Central Processing Unit), but also the peripheral devices. The IBM 350 RAMAC was introduced in 1956 and was the world's first disk drive. The second generation disk data storage units were able to store tens of millions of letters and digits. Next to the fixed disk storage units, connected to the CPU via high-speed data transmission, were removable disk data storage units. A removable disk stack can be easily exchanged with another stack in a few seconds. Even if the removable disks' capacity is smaller than fixed disks, their interchangeability guarantees a nearly unlimited quantity of data close at hand. Magnetic tape provided archival capability for this data, at a lower cost than disk.

Many second-generation CPUs delegated peripheral device communications to a secondary processor. For example, while the communication processor controlled card reading and punching, the main CPU executed calculations and binary branch instructions. One databus would bear data between the main CPU and core memory at the CPU's fetch-execute cycle rate, and other databusses would typically serve the peripheral devices. On the PDP-1, the core memory's cycle time was 5 microseconds; consequently most arithmetic instructions took 10 microseconds (100,000 operations per second) because most operations took at least two memory cycles; one for the instruction, one for the operand data fetch.

During the second generation remote terminal units (often in the form of teletype machines like a FridenFlexowriter) saw greatly increased use. Telephone connections provided sufficient speed for early remote terminals and allowed hundreds of kilometers separation between remote-terminals and the computing center. Eventually these stand-alone computer networks would be generalized into an interconnected network of networksthe Internet.

computing hardware (1960spresent) and history of general purpose CPUs

Intel 8742 eight-bit microcontroller ICThe explosion in the use of computers began with "third-generation" computers, making use of Jack St. Clair Kilby's and Robert Noyce's independent invention of the integrated circuit (or microchip), which led to the invention of the microprocessor. While the subject of exactly which device was the first microprocessor is contentious, partly due to lack of agreement on the exact definition of the term "microprocessor", it is largely undisputed that the first singlechip microprocessor was the Intel , designed and realized by Ted Hoff, Federico Faggin, and Stanley Mazor at Intel.

While the earliest microprocessor ICs literally contained only the processor, i.e. the central processing unit, of a computer, their progressive development naturally led to chips containing most or all of the internal electronic parts of a computer. The integrated circuit in the image on the right, for example, an Intel 8742, is an 8-bit microcontroller that includes a CPU running at 12 MHz, 128 bytes of RAM, 2048 bytes of EPROM, and I/O in the same chip.

During the 1960s there was considerable overlap between second and third generation technologies. IBM implemented its IBM Solid Logic Technology modules in hybrid circuits for the IBM System/360 in 1964. As late as 1975, Sperry Univac continued the manufacture of second-generation machines such as the UNIVAC 494. The Burroughs large systems such as the B5000 were stack machines, which allowed for simpler programming. These pushdown automatons were also implemented in minicomputers and microprocessors later, which influenced programming language design. Minicomputers served as low-cost computer centers for industry, business and

universities.[83] It became possible to simulate analog circuits with the simulation program with integrated circuit emphasis, or SPICE (1971) on minicomputers, one of the programs for electronic design automation (EDA). The microprocessor led to the development of the microcomputer, small, low-cost computers that could be owned by individuals and small businesses. Microcomputers, the first of which appeared in the 1970s, became ubiquitous in the 1980s and beyond.

In April 1975 at the Hannover Fair, was presented the P6060 produced by Olivetti, the world's first personal computer with built-in floppy disk: Central Unit on two plates, code names PUCE1/PUCE2, TTL components made, 8" single or double floppy disk driver, 32 alphanumeric characters plasma display, 80 columns graphical thermal printer, 48 Kbytes of RAM, BASIC language, 40 kilograms of weight. He was in competition with a similar product by IBM but with an external floppy disk.

MOS Technology KIM-1 and Altair 8800, were sold as kits for do-it-yourselfers, as was the Apple I, soon afterward. The first Apple computer with graphic and sound capabilities came out well after the Commodore PET. Computing has evolved with microcomputer architectures, with features added from their larger brethren, now dominant in most market segments.

Systems as complicated as computers require very high reliability. ENIAC remained on, in continuous operation from 1947 to 1955, for eight years before being shut down. Although a vacuum tube might fail, it would be replaced without bringing down the system. By the simple strategy of never shutting down ENIAC, the failures were dramatically reduced. The vacuum-tube SAGE air-defense computers became remarkably reliable installed in pairs, one off-line, tubes likely to fail did so when the computer was intentionally run at reduced power to find them. Hot-pluggable hard disks, like the hot-pluggable vacuum tubes of yesteryear, continue the tradition of repair during continuous operation. Semiconductor memories routinely have no errors when they operate, although operating systems like Unix have employed memory tests on start-up to detect failing hardware. Today, the requirement of reliable performance is made even more stringent when server farms are the delivery platform. Google has managed this by using fault-tolerant software to recover from

hardware failures, and is even working on the concept of replacing entire server farms on-the-fly, during a service event.

Company Profile:

ETHICAL BUSINESS PRACTICE. COMMITTED TO SERVICE

ESTABLISHMENT: 1992 A few words about us

NO. OF BRANCHES:20

A diamond may be forever. But it requires countless hours of work and inspiration for a glint of brilliance. Master cutters take the rough, uncut stone in their hand; breathe fire and passion into its soul. This is what we at Kunhar Peripherals Pvt Ltd live for. Kunhar uses different business-honoured tools to bring out the radiance, which existsinanorganization.

Kunhar is a proven, future bound,well structured distribution houses with the infrastructure to co-ordinate all business efforts. Kunhar understands what customers needs are, it constantly updates customers and helps to make gainful decisions either for resellers or OEM'S. Special emphasis is given to resellers and OEM's post-sales services & support functions.

In this e-economy, we provide quick and personalized service to our customers. Our business model is dynamic and built around a consistent value-driven core. The customer retention is the cornerstone of our business survival. Our business processes are aligned to deliver consistent and superior service to our customers. Kunhar strives to deliver the highest standards of quality, efficiency and service. The goal is to build an excellent reputation and credibility as a reliable,competitiveand efficient supplier.

Kunhar's corporate goal is to foster healthy, mutually profitable relationships with each of its business partners. Its physical, technological, financial and human resources are committed to realize and sustain partnerships based on the mutual progress.

"Service focus" is the key to customer retention. "Knowledge" of the importance of service alone will not stand the test of time and competition. Realigning the organization to achieve "service focus" through Service Excellence becomes an imperative. Kunhar has created systems and procedures that support excellent service delivery which increases customer satisfaction through monitoring, tracking and evaluation through perception levels. Kunhar has built up business by giving best Tele-support to resellers, short turnaround time for service material, build up relationship with customers by frequently visiting them, immediate decisions on price breaks, keeping resellers upto-date with pricedrops ,price,protectionetc.

Kunhar's success is the result of the talent, financial strength, dedication and teamwork of its young dynamic employee associates, and their vast marketing expertise which has earned a reputation of providing the best products, support, service expertise at unparalled price range. A structured internal organization provides independent leadership, management control, effective communication and healthy long-term growth.

Kunhar was incorporated at Bombay, India in 1992. The founders are a team of dynamic young professionals with post graduate education background from top universities of United States of America and also with extensive marketing, sales and technicalexperience

Kunhar is headquartered in Bombay, India. It distributes its products through its own network of strong resellers and OEM partners. Kunhar Sales and Service offices are located at across Maharashtra, Gujarat, Karnataka, Madhya Pradesh and Goa.

About Us
As a reliable supplier of networking products since 1992, kunhar peripherals pvt. Ltd. , introduced pronet networking products in the year 2002. Has been in the position of cost-effective networking products supplier providing high reliability of network products. Pronet brand is a registered brand of kunhar peripherals pvt. Ltd. Pronet networking products are designed for the networking challenges and made to deliver the reliable networking solutions that enhance performance with uncompromising speed, security and scalability. Pronet networking products can meet any network?s needs from entry level to advanced level, such as nic, pcmcia, usb, print servers, switches, gigabits, broadband routers, wireless products, fiber media converters, accessories, etc. pronet products are marketed through network of distributors, value added resellers and system integrators who sell, install and support the full product range. ?service focus? is the key to customer relation. ?knowledge? of the importance of the service alone will not stand the test of time and competition. Pronet has created systems and procedures that support excellent service delivery, which increases customer satisfaction through monitoring, tracking and evaluation through perception levels.

Vision / Mission
Pronetteams goal is to foster healthy, mutually profitable relationships with each of its business partners. Year of : 1992 Establishment Nature of Business : Supplier, Manufacturer

Quality:
ISO 9001 certified company.

Product brand:
VIP POWERSAFE ARTIS PRONET

2.x Speakers / 5.1 Speakers & Headphones 2.x Speakers

XL USB, 600W PMPO

S-11 USB, 300Wx2 PMPO 2.1 Speakers

S-225, 1200W PMPO

S-105, 1700W PMPO

S-121, 2200W PMPO

S-Dual USB FM, 2400W PMPO

X-Bar, 3000W PMPO 5.1 Speakers

S-5555-USB, 3000W PMPO

S-6655-USB, 4400W PMPO

X-Boom, 5500W PMPO

X-15, 7500W PMPO Headphones

Jazz

Symphony

Melody

 AWARDS

Artis emphasis on quality & reliability is borne out by the awards won by our speakers..

VIP

Product

Range

A few words about us VIP COMPUTER CABINETS AND POWER SUPPLIES - One of the pioneers of computer cabinets and power supplies need no introduction. With over 20+ carefully selected quality computer cabinets in Value, Classic, Excaliber, Compact, and Server series. The excellent sheet metal quality, elegant and suave looks backed by highly reliable power supplies from 250W to 750W has been the consistency since last 20 years.

VIP COMPUTER CABINETS - TRIED AND TESTED SINCE LAST 20 YEARS

* Most of the models available in black, black+red or black+silver colors.

RESEARCH METHODOLOGY

Formation of objective

Secondary data collection

Selection of sample size

Questionnaire preparation

Primary data collection

Findings

Conclusion

Limitation

Suggestions

RESEARCH METHODOLOGY Definition: Research methodology is a process to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. Why a research study has been undertaken, how the research problem has been defined. In what way and why the hypothesis has been formulated, what data have been collected and particular method has been adopted. Why particular technique of analyzing data has been used and a host of similar other questions are usually answered when we talk of research methodology concerning a research problem or study. A research design serves as a bridge between what has been established (the research objectives) and what is to be done, in the conduct of the study. In this project research done is of conclusive nature. Conclusive research provides information that help in making a rational decision. Descriptive design was choose to measure the satisfaction level of customers on the basis of different parameters such as quality, price, features, technology, after sale services etc. This design ensured complete clarity and accuracy. It also ensured minimum bias in collection of data and reduced the errors in data interpretation. Statistical method was followed in this research because the data was of descriptive nature and it also enabled accurate generalizations. Introduction: The objective of this project is to conduct the Customer Satisfaction Survey for Kunhar Peripherals Pvt Ltd. and recording, analyzing and interpreting the wants and expectations of customers. For the company, it is essential to know whether customers are satisfied or not with the Kunhar Peripherals PvtLtd.and services provided by company.

Statements of the problem: The purpose of conducting this research is to get the actual idea about the experiences of customers and their satisfaction level with Kunhar Peripherals Pvt. Ltd. What types of problem they face after purchasing the parts. The purpose of conducting this research is also to find out expectations of customers for Kunhar Peripherals Pvt Ltd. Users were selected and then the analysis was formed regarding the peoples beliefs, satisfaction and expectations about the Kunhar Peripherals. This was basically the problem that was discovered to conduct this project i.e. Customer satisfaction survey for Kunhar Peripherals Pvt Ltd. SOURCES OF DATA Primary data: Primary data are those which are collected a fresh and for the first time and thus happen to be original in character. It was collected through questionnaire and personal interviews. Secondary data: The secondary data are those which have already been collected by someone else and which have already been through the statistical process. The data were collected in the form of company profile and produce profile from the web sites and news paper. Some of the books were referred for theoretical concepts.

Books: Marketing Management- Philip Kotler (The Millennium Edition) Research Methodology- C.R.Khotari (2nd Edition) Research Instrument: Questionnaire was used as it helped to cover all the target areas. Also collecting the data through questionnaire was very time saving and cost factor was also reduced. The questionnaire consisted of both open ended and close ended questions. Sample size: A total of 100 Respondents were interviewed through questionnaire. Methods of Data Collection: Data was collected through questionnaire. Question was both types open ended and close ended. The terms questionnaire refer to a self-administered process whereby the respondent himself read questions and records his answers without the assistance of an interviewer. Questionnaire is more structured and standardized for getting the relevant information. In questionnaire there is choice of Respondent to apply his own judgment and answer the questions as they think right. Analytical tools used for Analyzing Data: Data was analyzed with the help of Tables, Pie Charts Graphs Bar Chart, etc. The parameter on which the analysis performed were Quality, Price, Technology, Features, Pre sales services, After Sales Services and others services provided by the company.

Conceptual background

The customer is always right. This is incontrovertible. Customer belongs at the heart of every business because without them there is no business. Without their money, there is no exchange. Therefore, for any company, the customer is the starting point that influence very move.

Marketing is based on this logic. It is process by which a company finds out what its customers want and need, and then delivery it in a way that makes as much profit as possible.

Because marketing focuses on customers, the heart of every business and sources of all income, it follows logically that marketing as a mere function of business to be performed intermittently.

By focusing on different customers, a marketing orientation gives a company an edge over those who focus more on different products, selling and the production. Marketing opportunity arise when customer wants and need arise. There is no point in trying to sell something for which there is no demand. The production process must be informed by customer demand. Customer will not often buy just because it is exist.

Customers are satisfied when offered what are needs. In practice, they are not all that easy to please. Marketing is also about predicting what customer will want and need in the future. It is native have to think that customers needs and want remain constant, adopting the customer-centered approach to a business will involve change.

As psychiatrists have noted, change is always stressful but often necessary. Wants and needs change along with markets, product, and cultures. The SLEPT FACTOR (social, legal, economical, political, and technological) can affect the behavior of customers, the market they form, and the ways in which a company can respond. To stay ahead of competition, a change in outlook must occur. Innovation should be encouraged. Marketing has been conceptualized and accepted as an activity directed at satisfying need and wants through exchange process. The Marketing Concept is essentially the

satisfaction of the customer needs through integrated marketing with the intend to satisfy the customers while earning the profit. The basic idea is that a satisfied customer will likely to repurchase, leading to increase sales and share for the firm. Integrated marketing activities amied at producing customer satisfaction include what have been referred to as 4 Ps of marketing, namely product, promotion, price & place. Generally marketing is conceder as the Primary functional area in the firm that works to satisfy the firms customers. It is true that customer satisfaction is the result of total marketing efforts, industry has generally failed to recognized the importance of customer as provided by physical distribution to the customer satisfaction and has not effectively integrated customer service with the other component of marketing mix. Customers expectations: Customer is defined as anyone who receives that which is produced by the individual or organization that has value. Customers expectations are continuously increasing. Brand loyalty is a thing of past. Customer seeks out products and

producers that are best able to satisfy their requirements. A product does not need to be rated highest by the customer on all dimensions, only those they think are important. Customer perceived value: Customer perceived value is difference between the prospective customers evaluation of all the cost of an offering and the perceived alternatives. Total customer value is perceived monetary value of the bundle of economics, functional and psychological benefits customer expect from the given marketing offering. Delivering high customer value the key to generating high customer loyalty is to deliver high customer value. According to Michel Lanning, a company must design a competitively superior value deliver system.

Customer satisfaction: Satisfaction is the persons feelings of pleasure or disappointment resulting from comparing a products perceived in relation to his or her expectations. In

general, if performance of the products matches the expectations, the customer is said to be satisfied. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectations. In a competitive marketplace where business complete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. If performance exceeds expectations, the customer is said to be highly satisfied or delighted. If the performance falls short of expectations, the customer is said to be dissatisfied.

Measuring customer satisfaction: Organizations are increasingly interesting in retaining 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 an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service.

The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organizations products. Importance to measure customer satisfaction: While is it is critical to be in sync with the overall business objectives of the organization, it is also critical to be in tune with information requirements of users, and the value they find in services provided by the info center. In order to be perceived as integral assets to their organizations, most information professionals are concerned with expanding their activities, and serving more customers better. Building on a loyal customer or user base is the best and easiest way to grow your business. Just as companies find it costs approximately five times more to acquire new customers than it costs to keep a customer, Info Centers will find it most cost effective to grow by building on the services now provided to loyal, committed customers. To continue earning that customer loyalty, information professionals must keep tabs on the satisfaction levels and perceptions of value held by Info Center users. Strategies to develop the new business should always be balanced by strategies to

retain existing business and ensure ongoing satisfaction of existing customers. There is an also real bottom-line reason for measuring customer satisfaction. Positive results from customer satisfactions studies will make a strong statement in support of continued funding for Info Center activities.

Tools for measuring Customer Satisfaction: Complaint and Suggestion Systems: A customer-centered organization makes it easy for customers to register suggestions and complaints. Companies also using web sites and e-mail for quick, two-way communication.

Customer Satisfaction Survey: Responsive companies measure customer satisfaction directly by conducting periodic surveys.

Ghost Shopping: Companies can hire people to pose as potential buyers to report on strong and weak points experienced in buying the companys and competitors products. These shoppers can even test the companys sales personnel handle various situations.

Lost Customer Analysis: Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened.

Focus Groups: Focus groups can be held on an informal or formal basis. On an informal basis, consider having a group of users meet for coffee or lunch to discuss their satisfaction with services being evaluated. On a more formal basis, a facilitator with experience in leading focus groups can work with personnel to plan questions and activities to elicit perception of value and satisfaction from participants.

Customer Satisfaction Survey: Study show that although customers are dissatisfied with one out of every four purchases, less than five percent of dissatisfied customers will complain. Most customers will buy less or switch to other supplier. Complaint levels are thus not good measure of customer satisfactions responsive companies measure customers Satisfaction directly by conducting periodic survey. They send questionnaire or make telephonic calls to a random sample of recent customers. They also solicit buyers views on there competitor performance. While collecting customer satisfaction data, it is also useful to asked additional questions to measure re purchase intention; this will normally be high if his customer satisfaction is high. It is also useful to measure likely hood or willingness to recommend the company and brand to others. A high positive word-of-mouth score indicates that the company is producing high customer satisfaction. Customer satisfaction helps company in knowing the wants, needs and expectation of customers. It also helps to collect feedback about products. This will assist company in new product development.

DATA ANALYSIS AND INTEREPRETATION

1) Which product of Kunhar peripherals you are using?

SR.NO.

PRODUCT/ BRAND CPU(VIP) MULTIMEDIA

NO. OF RESPONDENTS

1 2 3 4

44 32 14 10

SPEAKER(ARTIS) UPS(POWER SAFE) WIRELESS PRODUCT(PRONET)

NO. OF CUSTEMER USING PRODUCTS BRAND

45 40 35 30 25 20 15 10 5 0

No. of Respondents

Interpretation It is observed that, 44% customers are using the CPU and 32% customer are using Keyboard and 14% UPS. It shows the customerrealibility on KunalPeripherals Product.

Table showing Age of the Kunhar peripherals Customer Buyer 1st 2nd Additional Total 20 - 25 5 0 0 5 26 34 22 10 8 40 35 - 44 8 14 8 30 45 & above 6 10 9 25

25 20 15 10 5 0 20 - 25 26 - 34 35 - 44 45 & above

Ist 2nd Additional

Source-Primary data Interpretation It is observed that, 5% customers age is between the 20-25 years, 40% in 26-34 years, 30% in 35-44 years and 2% customers above 45 years.

Table showing Pre-Sales satisfaction level of the customer.

Customers remark Excellent Good Average Below average

No. of respondent 50 30 15 5

Pre Sales Satisfaction of customers

Excellent Good Avverage Below average

15%

5% 50%

30%

Interpretation It is observed that, 50% of the customers are highly satisfied with the Pre-sales services and 5% are dissatisfied with the Pre sales services.

Table showing customers opinion about the Kunhar peripheralsValue for Money

Respondent's Remark Above Expectation As per Expectation Below Expectation

No of respondents 38 42 20

Value for Money

Above Expectatiom As per Expectation Below Expectation

20% 42%

38%

Interpretation 42% of the respondents are of opinion that products are as per expectation & 20% are of the opinion that the product are below expectation. And 38% the respondents are of opinion that products are above their expectations. That showsKunhar Peripherals pvt.ltd. have greater customer satisfaction and value for money..

Table showing Post-Sales satisfaction level of the customer. Customers remark Excellent Good Average Below average No. of respondent 30 45 20 5

Post Sales satisfaction of the customer

Excellent Good 20% Avverage 5% Below average 30%

45%

Interpretation

It is observed that, 45% of the customers are highly satisfied with the Post-sales services And 5% are dissatisfied with the Post sales services.

Table showing customer priority with respect to characteristic.

Aspect Comfort Durable Features Looks Price Safety

No .of Respondents 12 26 12 20 24 6

No .of Respondents
30 25 20 15 10 5 0 No .of Respondents

Interpretation It is observed that, 26% of the customers preferred as Durable first preference and 6% preferred safety. And 24% of the customers looks for price.

Table showing customer remark about services.

Customers remark Excellent Good Average Below average

No. of Respondent 35 45 17 3

No. of Respondent
No. of Respondent 100% 50% 0% Excellent Good Average Below average 35 45

17

Interpretation It is observed that, 35% of the customers are satisfied with the services, and 3% are not satisfied.

Table showing customer expectation for improvement in Kunhar peripherals Customers remark Price Quality Service Other No. of Respondent 16 46 24 14

No. of Respondent
50 40 30 20 10 0 Price Quality Service Other No. of Respondent

Interpretation 46% of the customers are of opinion that Kunhar peripherals should improve their quality of the product.And 24% for service improvement.

Table showing customers repurchase intention.

Customers remark Yes No

No. of Respondent 74 26

No. of Respondent
80 70 60 50 40 30 20 10 0 Yes No No. of Respondent

Interpretation It is observed that, 74% of the customers are ready to repurchase the Kunharperipheralss product, 26% are not ready to purchase the product.

Table showing customers recommendation intention.

Customers remark Yes No

No. of Respondent 72 28

80 70 60 50 40 30 20 10 0 Yes No No. of Respondent

Interpretation It is observed that, 72% of the customers are ready to recommend the product to the friends and relative, 28% are not ready to recommend the product to the friends and relatives.

Findings
It is observed that

1. The prospective segment is from the business and self employed class.

2. The company should concentrate on the age group 26-34.

3. Kunhar peripherals should continue to maintain the standard of the service.

4. It is observed that, 42% of the respondent are of opinion that products are as per expectation, and 20% are saying its below expectation.

5. Company should improve its post sales service.

6. The customer highest priority is for the quality.

7. Customers are highly satisfied which help in customer retention.

LIMITATIONS

These are as follows:a) A very short span of time for research.

b) This is time-consuming research method & the respondents did not have sufficient time for giving information for such type of research.

c) People were reluctant to give responses for such type of research.

d) People also did not give proper response for Questionnaire & interview, because of short time.

e) Study is restricted to only some(product) parts of Latur city. I have honestly and sincerely tried to present the facts and figures but some error still might have cropped up.

RECOMMENDATION

After conducting the survey and knowing the market, I realized that: The company should keep in mind the need of young generation. Company should improve the promotion strategy of product.. The Company should know its customers satisfaction level throughout doing periodic surveys. Periodic surveys can treat customer satisfaction directly.. Company should upgrade or innovate its new product

The Company should make changes according to the other competitors & according to the customers expectations.

CONCLUSION

It has been observed that most customers are satisfied with pre sales services similarly most of these customers are dissatisfied with the post sales service which is the matter of concern for the company. Kunhar peripherals need to improve some parts of products specifically the looks. High customer satisfaction level helps the company to retain its existing customer as well as generate new customer through word to mouth publicity. Customer satisfaction index is a good tool to make improvements in the products and services of the company. And therefore should utilize carefully & kept as confidential as possible.

BIBLIOGRAPHY

1. Marketing Management by Philip Kotler, the millennium edition 2. Research Methodology-C.R. Kothari.2ndedition

3. Website visited www.kunhar.com www.google.com

4. Newspaper-lokmat, Times of india ,Indian express etc.

QUESTIONNERIES

Name: -

Sex:-

Address: -

Occupation:-

Contact No:-

Age of Respondent

a) <25

b) 25-34

c) 35-44

d) 45 & above

Annual Income a) 3-5 lack b) 5-8 lack

c) 8-12 lack

d) 12 and above

2) Which product of Kunhar peripherals you are using?

1)CPU(VIP) 2) M.Speaker(artis)

3)UPS(Powersafe)

4)Wireless product(Pronet)

3) From how many years you are using this product?

a) 0-2 years c) 4-6 years

b) 2-4 years [ ]

[]d) 6-8 years

4) Preference for choosing particular product

a)

Quality[]

b) Durable

c) Feature

d) Performance [

e) Looks

f) Price

g) Others Please specify:-

5) Are you satisfied with your product?

a) Yes

b) No

If No, give the reasons for the same

a) Quality [

b) durable

c) Feature

d) Performance

e) Looks

f) Price

6) What is your Pre-sales experience while purchasing the product?

a) Excellent

b) Good

c) Average

d) Below Average

7) What is your Post-sales experience after purchasing the product?

a) Excellent

b) Good

c) Average

d) Below Average [

8) Are you satisfied with the features of Kunhar peripherals? a) Quality. /5 b) Safety. /5

c) Looks

. /5

[ ]

d) Price. /5

9) How will you rate Kunhar Peripherals Pvt Ltd. on the basis of Value for Money?

a) Above Expectation [

b) Below Expectation

c) As per Expectation

10) Do you find easy availability of parts?

a) Yes b) No

[ [

] ]

11) Would you like to re purchase the Kunhar Peripherals Products?

A) Yes

B) No

12) Would you like to recommend the Kunhar Peripherals Pvt Ltd.to your friends/relatives? a) Yes [ ]

b) No

13) In which sector do you think/feel Kunhar Peripherals Pvt. Ltd.should improve? a) Price c) Service [ [ ] ] b) Quality d) Others [ [ ] ]

14) Are you satisfied with the overall service of Kunhar Peripherals Pvt Ltd.? a) Excellent [ c) Averag [ ] ] b) Good d) Below Average [ [ ] ]

List of observation
CE :CONSUMER ELECTRONICS

PS

:POWER SEGMENT

IT

:INFORMATION TECHNOLOGY