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8/2/2019 Wipro Project MR
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A
CASE STUDY
ON
COMPARATIVE ANALYSIS OF POST SALES SERVICE
RENDERED & C-SAT LEVEL OF CUSTOMER FOR
WIPRO & NON-WIPRO
Submitted to :- Kevlesh Rathod
By,
JAIMIN RAJANI (36)
RAVI SWAMI (50)
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PREFACE
Practical Training is an important part in the management studies. Only
bookies knowledge is not the right way of learning anything, especially
for the management student. Thus by practical training of business
management, student comes to know that how management theories
apply in the modern business world.
Research is a vital tool for any business enterprise. To enter, to expand, to
know or to solve any problems enterprises undergo for research
procedure, which helps them to enhance overall efficiency by providing
exclusive solution of problems or alternatives to work in better manner.
Various enterprises conduct consumer research to know consumers
mindset about their products or services. As a part of study we have
conducted a research to measure the satisfaction level of Nokia mobile
user. And it will give an exclusive outcome that people are satisfied by
Nokia mobiles or not.
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Acknowledgement
We would like to thank my Project Guide Prof. Rajesh Asrani for his
immense guidance, valuable help and the opportunity provided to me to
complete the project under her guidance.
We would like to thank all faculty members of N.R Institute of
Management Studies for guiding and supporting me in the completion ofproject from time to time.
Last but not the least, Our gratitude to great almighty and Our parents
without whose concerned and devoted support the project would not have
been the way it is today.
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Table of Contents Pg.No.
1 Introduction Of Company 7
2 Economy overview 8
3 Fertilizers' Industry Analysis 11
4 Company Financial statement analysis 15
Ratio analysis 15
Commonsize statement analysis 26
Trend Analysis 30
Du Pont Analysis 32
5 Findings 34
6 Recommendations 35
7 Conclusion 36
8 Bibliography 37
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The topic of the case study is:
Comparative analysis of Post sales Service rendered & C-SAT level of
Customer for Wipro & Non Wipro.
Try to understand Customers of Wipro. Try to analyze theirrequirement, their future demand & their complains.
Identify prospective Customers and try to get detail about them.What they thought about Wipro is also one of the parts.
How many companies are satisfied with their IT partners(s) is partof study. What is their future plan, how much they are satisfied and
if there any suggestion is also part of study. In this Competitive environment where is the Wipro and what
should Wipro need to do to become the best.
To come to an Academic Conclusion as to how the findings can beguidelines in formulating a plan for increasing C SAT Levels ofthe Customers.
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STUDY OBJECTIVE
1. To study the existing customers of Wipro:
Which type of customer is there with Wipro & How much they
are satisfied with products and services of the company is first step tostudy.
2. To understand them:
What they want from Wipro & what they got from Wipro. Also
try to understand their requirement.
3. To analyze them:
Try to analyze their present and future requirement. Try to
check their satisfaction level and analyze their future need.
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4. To identify prospective customers:
Then after, try to identify and find out prospective customer.
5. To get detail about them:
After identifying the prospective customers, try to get detail
about them like what are their requirements, what they want in future.
Which type of services they want from Wipro.
6. To identify competitor from the markets:
There are many other IT vendors in the market. Try to identify
them and try to get detail about them.
7. To find out the place of Wipro in competitive environment:
With the so many IT vendors in the market, try to find out place
of Wipro.
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SCOPE OF STUDY
The Scope of the study covers WIPROs existing customers wherethe company is having a strong hold for last 10 years and moreover
the scope also covers the major accounts of Competition where
WIPROs close competitors are enjoying good hold.
Geographically the scope of the study included Ahmedabad +Gandhinagar based large customers and Rajasthan based medium
to large customers.
To come to a realistic survey the scope also emphasis on variouskind of customers e.g. Banking Sector, Government Sector, Co
Operative Sector, Corporate, PSU etc.
Such combination of various sectors shall lead to the root cause ofthe Customer Satisfaction Level with reference to the
organizational expectations and Service & Products being
delivered by WIPRO.
However, as the purpose of the Project is for Academicrequirement, it is having limited scope with limited nos. of sample
size for generating a Birds eye view on various comparableaspects of customer satisfaction.
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Significance of Research
All process is born of inquiry. Doubt is often better thanoverconfidence, for it leads to inquiry and inquiry leads to
invention. Is a famous Hudson Maxim in context of which thesignificance of research can well be understood. Increased amounts
of research make progress possible.
Research inculcates scientific and inductive thinking and itpromotes the development of logical habits of thinking andorganization.
The role of research in several fields of applied economics, whether
related to business or to the economy as a whole, has greatlyincreased in modern times. The increasing complex nature of
business and government has focused attention on the use of
research in solving operational problems. Research, as an aid toeconomic policy, has gained added importance, both for
government and business.
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Description of research
DATA SOURCE:
o Secondary Data: From Company Website,Newspaper and Magazine
o Research Approach: Survey
o Research Instrument: Questionnaire
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SAMPLE PLAN
Sample: Relevant Industries in Ahmedabad, Rajasthan.
Sample technique: Convenience Sampling
Sample Size: 60
Contact Method: Personal Interview
Data analysis and interpretation
After getting filled questionnaires from 250 respondents, we have used
statistical software to analyze the data i.e. SPSS. This helps to analyze
data by providing exclusive tables and charts.
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LIMITATIONS
Lack of in-depth knowledge and awareness of the respondents.
Respondents may give biased answers.
Lack of in-depth knowledge about competitors.
Research is limited in Ahmedabad, Rajasthan and Gandhinagar.
Result derived for Ahmedabad, Rajasthan and Gandhinagar citymay not applicable for all the cities.
For such analysis work, Three months period is very short.
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13
IT INDUSTRY PROFILE
With the formation of a new ministry for IT, Government of India (GOI) has
taken a major step towards promoting the domestic industry and achievingthe full potential of the Indian IT entrepreneurs.
Constraints have been comprehensively identified and steps taken toovercome them and also to provide incentives.
Thus for example, venture capital has been the main source of finance forsoftware industry around the world.
However, majority of the software units in India is in the small and mediumenterprise sector and there is a critical shortage of venture capital kind of
support.
In order to alleviate this situation and to promote Indian IT industry, theGovernment of India has set up a National Task Force on IT and SoftwareDevelopment to examine the feasibility of strengthening the industry.
The Task Force has already submitted its recommendations, which are underactive consideration. Norms for the operations of venture capital funds have
also been liberalized to boost the industry.
The Government of India is also actively providing fiscal incentives andliberalizing norms for FDI and raising capital abroad.
Recently, an IT committee was set up by the Ministry of InformationTechnology, Government of India, comprising Non Resident Indian (NRI)
professionals from the United States to seek expertise and advice and also to
step up U.S. investments in India's IT sector.
The committee is chaired by Minister of Information Technology,Government of India, and the members include Secretary, Ministry of
Information Technology and a large number of important Indian American
IT entrepreneurs.
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Historical development
Chairman of Wipro Ltd. is Mr. Azim Premji.
WIPRO made its beginnings in 1945 when the Western India VegetableProducts Limited was incorporated in Maharashtra state, India.
The company was started as an oil crushing unit making hydrogenatedcooking oil.
The first diversification came about in 1975, into hydraulic cylinders andfluid power components.
In 1979, the original factory in Amalner diversified into soaps, toiletries andbaby care products.
In early 80s WIPRO entered the InfoTech area and committed team ofprofessional R & D developed the first Indian mini computer based on Intel8086 chip. That was the beginning of its most profitable business, WIPRO
Technologies.
WIPRO Biomed was established in 1988 and WIPRO GE Medical SystemsLtd was incorporated in 1990.
In 1997, WIPRO incorporated Six Sigma, the product quality rejuvenationprocess to ensure that its quality standards are world class.
In 2000, the Internet Services business was relaunched under the brand nameof NetKracker and the Peripherals division was restructured as WIPRO
Peripherals.
In December 2001, WIPRO became the world's first PCMM levelorganization.
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MANAGEMENT STRUCTURE
Vice-chairman
Vice-president C.E.O.
National sales
mana erGeneral
manager
Regional Business
Head
National sales
Mana er
Chairman or
Area Business Head
Territory Manager
Marketing Executive
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SWOT ANALYSIS
Strengths:
Global R&D facility.
Retention of the man-power is the best in the industry.
Impressive list of clientele.
Relatively lower receivable compared to the industry average.
Weaknesses:
Low operating margin of the other group companies.
Free floating stock is very less.
Opportunities:
In the branded product category.
In the consultancy area.
In the emerging technology areas like Blue Tooth, WAP etc.
Threats:
Increasing cost of human capital.
Slowdown in the US economy .
Will face fierce competition in the areas of e-business and ASP services.
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CONCLUSION
At Wipro Spectramind, our years of experience with the world's leadingcompanies have helped us understand how technology can help global
businesses meet their needs.
Wipro Spectramind Service Delivery Model For BPO projects, Wipro
follow the Wipro Spectramind Service Delivery Model, which is a robustly
defined framework to manage the complete BPO process migration and
transition management and has been developed based on the experience
gained from migrating more than 390 remote business processes to India
over the past ten years.
This proven service transfer platform is designed to ensure process integrityand minimize inherent migration risks.
The model includes a tried and tested Transition Toolkit to support transitionmanagement by ensuring that there is a documented methodology with
formats, tools, guidelines and past learnings in place to aid the transition
team in de- risking the transition of a customer's processes and reducing the
pain of migration as much as possible.
A coordinated project management system captures critical client
documentation and incorporates an extensive knowledge base that assists thetransition management team in understanding, duplicating, and migrating
mission-critical business processes.
The model has four key stages, as shown in the diagram belowand the objectives, activities, skills and responsibilities at each stage are
different
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SUGGESTIONS
With a relentless focus on quality & processes, Wipro has set
international benchmarks in execution excellence that hastranslated into measurable business benefits for their
customers.
Wipro offer their clients the advantages o f:
360-degree solutions From strategy to execution, Wipro has
the capabili t ies to provide their customers with seamless, one-
stop solutions. Be it getting closer to their customers or
getting products to market, Wipro address the entire spectrumof technology needs.
Quality leadership with an integrated quality approach of SixSigma, SEI CMMi Level 5, SEI CMM level 5, PCMM Level 5
and ISO 9000, Wipro have set international benchmarks in
quality.
However, they never lost sight of the fact that this focus onquality must ult imately translate into benefits for their
customers: Post-release defects at 0.2 per KLOC, amongst thelowest in the industry 91% projects completed on schedule as
opposed to an industry average of 55% and 98.5% requests
serviced on time Productivity ( loc/person day) of 74% as
opposed to an industry average of 58%.
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Measurable business results
The primary driver for IT outsourcing is value and Wipro
firmly believe that the delivery of this value must be through
measurable business results. Wipro have consistentlyexceeded customer expectations by delivering on calculable
parameters, be i t lower costs, quicker t ime-to-market or
greater productivity.
75% fas ter t ime- to-market
35% cost savings
35% product iv i ty enhancements
Proven track record
When Wipro ta lks about de l iver ing value , th ey back i t wi th
a proven t rack record tha t spans customers around the
globe . Check these fac ts : 85% customer are "more than
sat i s f ied" wi th Wipro serv ice .
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SPSS INTERPRETATION
Table-1ANOVA
Sum of Squares df Mean Square F Sig.
are you a customer of wipro? Between Groups 10.883 2 5.442 808.095 .000
Within Groups .990 147 .007
Total 11.873 149
are you using desktops? Between Groups 2.967 2 1.484 6.564 .002
Within Groups 33.226 147 .226
Total 36.193 149
are you using enterpriseservers?
Between Groups 4.394 2 2.197 10.046 .000
Within Groups 32.146 147 .219
Total 36.540 149
are you using packaged
software?
Between Groups 2.920 2 1.460 6.329 .002
Within Groups 33.913 147 .231
Total 36.833 149
are you using enterprise
products?
Between Groups 9.617 2 4.809 25.745 .000
Within Groups 27.456 147 .187
Total 37.073 149
are you using notebooks? Between Groups 4.304 2 2.152 11.808 .000
Within Groups 26.789 147 .182
Total 31.093 149
other company is HP Between Groups 1.511 2 .756 4.386 .014
Within Groups 25.322 147 .172
Total 26.833 149
other company is HP Between Groups 6.754 2 3.377 19.451 .000
Within Groups 25.520 147 .174
Total 32.273 149
other company is HP Between Groups 8.025 2 4.013 21.595 .000
Within Groups 27.315 147 .186
Total 35.340 149
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other company is HP Between Groups 8.916 2 4.458 23.867 .000
Within Groups 27.457 147 .187
Total 36.373 149
since howlong years you are
using wipro products?
Between Groups 1.029 1 1.029 1.206 .274
Within Groups 115.219 135 .853
Total 116.248 136
do you easily get our product
from market?
Between Groups .006 1 .006 .026 .873
Within Groups 32.146 136 .236
Total 32.152 137
satisfied from software
compatibility
Between Groups 13.040 1 13.040 42.734 .000
Within Groups 41.194 135 .305
Total 54.234 136
satisfied from software
accessories
Between Groups .285 1 .285 .485 .487
Within Groups 79.175 135 .586
Total 79.460 136
satisfied from software price Between Groups 17.418 1 17.418 28.779 .000
Within Groups 81.706 135 .605
Total 99.124 136
satisfied from software
features
Between Groups 4.436 1 4.436 7.028 .009
Within Groups 85.199 135 .631
Total 89.635 136
satisfied from software
appearance
Between Groups 1.238 1 1.238 1.980 .162
Within Groups 84.397 135 .625
Total 85.635 136
which additional after sales
service you desire the most?
Between Groups 1.513 1 1.513 3.260 .073
Within Groups 62.648 135 .464
Total 64.161 136
television as a new product Between Groups .718 1 .718 3.323 .071
Within Groups 29.151 135 .216
Total 29.869 136
washing machine as a new
product
Between Groups 1.925 1 1.925 9.696 .002
Within Groups 26.805 135 .199
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Total 28.730 136
mobile phone as a new
product
Between Groups 2.773 1 2.773 12.148 .001
Within Groups 30.818 135 .228
Total 33.591 136
camera as a new product Between Groups 2.174 1 2.174 9.164 .003
Within Groups 32.030 135 .237
Total 34.204 136
how would you rate the
overall satisfaction from
wippro company?
Between Groups 103.503 2 51.751 10.811 .000
Within Groups 703.671 147 4.787
Total 807.173 149
is wipro fulfill your all features
requirements?
Between Groups .431 1 .431 2.189 .141
Within Groups 26.576 135 .197
Total 27.007 136
rank HP Between Groups 5.976 1 5.976 5.661 .019
Within Groups 142.520 135 1.056
Total 148.496 136
rank ACER Between Groups .722 1 .722 .665 .416
Within Groups 146.723 135 1.087
Total 147.445 136
rank HCL Between Groups 12.477 1 12.477 13.114 .000
Within Groups 128.443 135 .951
Total 140.920 136
rank IFB Between Groups 39.260 1 39.260 31.307 .000
Within Groups 169.295 135 1.254
Total 208.555 136
would you recommend the
wipro product to your friend
or relative?
Between Groups 5.643 1 5.643 4.244 .041
Within Groups 179.495 135 1.330
Total 185.139 136
recommendations lead to
buy wipro products
Between Groups 8.754 1 8.754 49.323 .000
Within Groups 23.961 135 .177
Total 32.715 136
advertisements lead to buy Between Groups 105812.393 2 52906.197 804.589 .000
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wipro products Within Groups 9666.067 147 65.756
Total 115478.460 149
brand image lead to buy
wipro products
Between Groups 105334.954 2 52667.477 803.866 .000
Within Groups 9631.106 147 65.518
Total 114966.060 149
satisfaction lead to buy wipro
products
Between Groups 105366.814 2 52683.407 806.778 .000
Within Groups 9599.246 147 65.301
Total 114966.060 149
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Table-2ANOVA
Sum of Squares df Mean Square F Sig.
are you a customer of wipro? Between Groups 10.883 2 5.441 807.423 .000
Within Groups .991 147 .007
Total 11.873 149
are you using desktops? Between Groups 2.728 2 1.364 5.990 .003
Within Groups 33.466 147 .228
Total 36.193 149
are you using enterprise
servers?
Between Groups 5.214 2 2.607 12.234 .000
Within Groups 31.326 147 .213
Total 36.540 149
are you using packaged
software?
Between Groups 2.556 2 1.278 5.481 .005
Within Groups 34.277 147 .233
Total 36.833 149
are you using enterprise
products?
Between Groups 4.011 2 2.005 8.917 .000
Within Groups 33.062 147 .225
Total 37.073 149
are you using notebooks? Between Groups 1.174 2 .587 2.884 .059
Within Groups 29.919 147 .204
Total 31.093 149
other company is HP Between Groups 2.328 2 1.164 6.982 .001
Within Groups 24.505 147 .167
Total 26.833 149
other company is HP Between Groups 6.181 2 3.091 17.412 .000
Within Groups 26.092 147 .177
Total 32.273 149
other company is HP Between Groups 2.019 2 1.009 4.453 .013
Within Groups 33.321 147 .227
Total 35.340 149
other company is HP Between Groups .490 2 .245 1.003 .369
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Within Groups 35.884 147 .244
Total 36.373 149
since howlong years you are
using wipro products?
Between Groups .238 1 .238 .276 .600
Within Groups 116.011 135 .859
Total 116.248 136
do you easily get our product
from market?
Between Groups 1.278 1 1.278 5.632 .019
Within Groups 30.874 136 .227
Total 32.152 137
satisfied from software
compatibility
Between Groups 10.460 1 10.460 32.259 .000
Within Groups 43.774 135 .324
Total 54.234 136
satisfied from software
accessories
Between Groups 3.685 1 3.685 6.565 .011
Within Groups 75.775 135 .561
Total 79.460 136
satisfied from software price Between Groups 1.263 1 1.263 1.742 .189
Within Groups 97.861 135 .725
Total 99.124 136
satisfied from software
features
Between Groups 6.967 1 6.967 11.377 .001
Within Groups 82.668 135 .612
Total 89.635 136
satisfied from software
appearance
Between Groups 4.978 1 4.978 8.332 .005
Within Groups 80.657 135 .597
Total 85.635 136
which additional after sales
service you desire the most?
Between Groups 1.651 1 1.651 3.565 .061
Within Groups 62.510 135 .463
Total 64.161 136
television as a new product Between Groups 2.017 1 2.017 9.779 .002
Within Groups 27.851 135 .206
Total 29.869 136
washing machine as a new
product
Between Groups 3.588 1 3.588 19.268 .000
Within Groups 25.142 135 .186
Total 28.730 136
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mobile phone as a new
product
Between Groups 4.728 1 4.728 22.117 .000
Within Groups 28.863 135 .214
Total 33.591 136
camera as a new product Between Groups 1.534 1 1.534 6.339 .013
Within Groups 32.670 135 .242
Total 34.204 136
how would you rate the
overall satisfaction from
wippro company?
Between Groups 121.612 2 60.806 13.038 .000
Within Groups 685.562 147 4.664
Total 807.173 149
is wipro fulfill your all features
requirements?
Between Groups .288 1 .288 1.455 .230
Within Groups 26.719 135 .198
Total 27.007 136
rank HP Between Groups 35.045 1 35.045 41.702 .000
Within Groups 113.451 135 .840
Total 148.496 136
rank ACER Between Groups 1.564 1 1.564 1.447 .231
Within Groups 145.882 135 1.081
Total 147.445 136
rank HCL Between Groups 11.426 1 11.426 11.912 .001
Within Groups 129.494 135 .959
Total 140.920 136
rank IFB Between Groups 75.630 1 75.630 76.811 .000
Within Groups 132.925 135 .985
Total 208.555 136
would you recommend the
wipro product to your friend
or relative?
Between Groups 13.203 1 13.203 10.367 .002
Within Groups 171.935 135 1.274
Total 185.139 136
recommendations lead to
buy wipro products
Between Groups 1.136 1 1.136 4.855 .029
Within Groups 31.580 135 .234
Total 32.715 136
advertisements lead to buy
wipro products
Between Groups 105817.798 2 52908.899 805.080 .000
Within Groups 9660.662 147 65.719
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Total 115478.460 149
brand image lead to buy
wipro products
Between Groups 105340.557 2 52670.278 804.377 .000
Within Groups 9625.503 147 65.480
Total 114966.060 149
satisfaction lead to buy wipro
products
Between Groups 105327.985 2 52663.993 803.232 .000
Within Groups 9638.075 147 65.565
Total 114966.060 149
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Table-3
ANOVA
Sum of Squares df Mean Square F Sig.
are you a customer of wipro? Between Groups 4.266 3 1.422 27.293 .000
Within Groups 7.607 146 .052
Total 11.873 149
are you using desktops? Between Groups 3.075 3 1.025 4.518 .005
Within Groups 33.119 146 .227
Total 36.193 149
are you using enterprise
servers?
Between Groups 2.597 3 .866 3.724 .013
Within Groups 33.943 146 .232
Total 36.540 149
are you using packaged
software?
Between Groups 6.724 3 2.241 10.868 .000
Within Groups 30.109 146 .206
Total 36.833 149
are you using enterprise
products?
Between Groups 7.404 3 2.468 12.146 .000
Within Groups 29.669 146 .203
Total 37.073 149
are you using notebooks? Between Groups 6.153 3 2.051 12.006 .000
Within Groups 24.940 146 .171
Total 31.093 149
other company is HP Between Groups 2.134 3 .711 4.204 .007
Within Groups 24.700 146 .169
Total 26.833 149
other company is HP Between Groups 7.770 3 2.590 15.432 .000
Within Groups 24.504 146 .168
Total 32.273 149
other company is HP Between Groups 1.600 3 .533 2.308 .079
Within Groups 33.740 146 .231
Total 35.340 149
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other company is HP Between Groups 1.713 3 .571 2.405 .070
Within Groups 34.660 146 .237
Total 36.373 149
since howlong years you are
using wipro products?
Between Groups 10.706 3 3.569 4.497 .005
Within Groups 105.542 133 .794
Total 116.248 136
do you easily get our product
from market?
Between Groups 7.422 3 2.474 13.406 .000
Within Groups 24.730 134 .185
Total 32.152 137
satisfied from software
compatibility
Between Groups 10.231 3 3.410 10.308 .000
Within Groups 44.002 133 .331
Total 54.234 136
satisfied from software
accessories
Between Groups 19.272 3 6.424 14.195 .000
Within Groups 60.188 133 .453
Total 79.460 136
satisfied from software price Between Groups 3.288 3 1.096 1.521 .212
Within Groups 95.836 133 .721
Total 99.124 136
satisfied from software
features
Between Groups 8.114 3 2.705 4.412 .005
Within Groups 81.521 133 .613
Total 89.635 136
satisfied from software
appearance
Between Groups 17.317 3 5.772 11.238 .000
Within Groups 68.318 133 .514
Total 85.635 136
which additional after sales
service you desire the most?
Between Groups 2.655 3 .885 1.914 .130
Within Groups 61.505 133 .462
Total 64.161 136
television as a new product Between Groups 13.259 3 4.420 35.391 .000
Within Groups 16.609 133 .125
Total 29.869 136
washing machine as a new
product
Between Groups 3.022 3 1.007 5.211 .002
Within Groups 25.708 133 .193
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Total 28.730 136
mobile phone as a new
product
Between Groups 1.383 3 .461 1.904 .132
Within Groups 32.208 133 .242
Total 33.591 136
camera as a new product Between Groups 5.391 3 1.797 8.295 .000
Within Groups 28.813 133 .217
Total 34.204 136
how would you rate the
overall satisfaction from
wippro company?
Between Groups 29.865 3 9.955 1.870 .137
Within Groups 777.308 146 5.324
Total 807.173 149
is wipro fulfill your all features
requirements?
Between Groups 1.903 3 .634 3.360 .021
Within Groups 25.105 133 .189
Total 27.007 136
rank HP Between Groups 29.476 3 9.825 10.979 .000
Within Groups 119.021 133 .895
Total 148.496 136
rank ACER Between Groups 72.702 3 24.234 43.122 .000
Within Groups 74.744 133 .562
Total 147.445 136
rank HCL Between Groups 40.539 3 13.513 17.904 .000
Within Groups 100.380 133 .755
Total 140.920 136
rank IFB Between Groups 55.971 3 18.657 16.263 .000
Within Groups 152.583 133 1.147
Total 208.555 136
would you recommend the
wipro product to your friend
or relative?
Between Groups 31.264 3 10.421 9.007 .000
Within Groups 153.875 133 1.157
Total 185.139 136
recommendations lead to
buy wipro products
Between Groups 7.398 3 2.466 12.954 .000
Within Groups 25.318 133 .190
Total 32.715 136
advertisements lead to buy Between Groups 41481.535 3 13827.178 27.282 .000
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wipro products Within Groups 73996.925 146 506.828
Total 115478.460 149
brand image lead to buy
wipro products
Between Groups 41878.992 3 13959.664 27.886 .000
Within Groups 73087.068 146 500.596
Total 114966.060 149
satisfaction lead to buy wipro
products
Between Groups 41734.539 3 13911.513 27.735 .000
Within Groups 73231.521 146 501.586
Total 114966.060 149
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Table-4
ANOVA
Sum of Squares df Mean Square F Sig.
are you a customer of wipro? Between Groups 10.913 4 2.728 412.092 .000
Within Groups .960 145 .007
Total 11.873 149
are you using desktops? Between Groups 5.555 4 1.389 6.573 .000
Within Groups 30.638 145 .211
Total 36.193 149
are you using enterprise
servers?
Between Groups 12.125 4 3.031 18.003 .000
Within Groups 24.415 145 .168
Total 36.540 149
are you using packaged
software?
Between Groups 8.498 4 2.125 10.872 .000
Within Groups 28.335 145 .195
Total 36.833 149
are you using enterprise
products?
Between Groups 15.338 4 3.835 25.582 .000
Within Groups 21.735 145 .150
Total 37.073 149
are you using notebooks? Between Groups 4.986 4 1.246 6.923 .000
Within Groups 26.107 145 .180
Total 31.093 149
other company is HP Between Groups 2.705 4 .676 4.064 .004
Within Groups 24.128 145 .166
Total 26.833 149
other company is HP Between Groups 11.976 4 2.994 21.390 .000
Within Groups 20.297 145 .140
Total 32.273 149
other company is HP Between Groups 2.693 4 .673 2.990 .021
Within Groups 32.647 145 .225
Total 35.340 149
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other company is HP Between Groups 9.912 4 2.478 13.578 .000
Within Groups 26.462 145 .182
Total 36.373 149
since howlong years you are
using wipro products?
Between Groups 18.557 3 6.186 8.422 .000
Within Groups 97.691 133 .735
Total 116.248 136
do you easily get our product
from market?
Between Groups 8.247 3 2.749 15.410 .000
Within Groups 23.905 134 .178
Total 32.152 137
satisfied from software
compatibility
Between Groups 28.668 3 9.556 49.712 .000
Within Groups 25.566 133 .192
Total 54.234 136
satisfied from software
accessories
Between Groups 37.767 3 12.589 40.159 .000
Within Groups 41.693 133 .313
Total 79.460 136
satisfied from software price Between Groups 45.585 3 15.195 37.747 .000
Within Groups 53.539 133 .403
Total 99.124 136
satisfied from software
features
Between Groups 35.215 3 11.738 28.688 .000
Within Groups 54.420 133 .409
Total 89.635 136
satisfied from software
appearance
Between Groups 39.199 3 13.066 37.425 .000
Within Groups 46.436 133 .349
Total 85.635 136
which additional after sales
service you desire the most?
Between Groups 9.905 3 3.302 8.094 .000
Within Groups 54.255 133 .408
Total 64.161 136
television as a new product Between Groups 16.119 3 5.373 51.970 .000
Within Groups 13.750 133 .103
Total 29.869 136
washing machine as a new
product
Between Groups 8.039 3 2.680 17.225 .000
Within Groups 20.691 133 .156
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Total 28.730 136
mobile phone as a new
product
Between Groups 2.802 3 .934 4.034 .009
Within Groups 30.789 133 .231
Total 33.591 136
camera as a new product Between Groups 10.159 3 3.386 18.732 .000
Within Groups 24.045 133 .181
Total 34.204 136
how would you rate the
overall satisfaction from
wippro company?
Between Groups 220.185 4 55.046 13.598 .000
Within Groups 586.989 145 4.048
Total 807.173 149
is wipro fulfill your all features
requirements?
Between Groups 4.091 3 1.364 7.914 .000
Within Groups 22.917 133 .172
Total 27.007 136
rank HP Between Groups 41.288 3 13.763 17.074 .000
Within Groups 107.208 133 .806
Total 148.496 136
rank ACER Between Groups 30.987 3 10.329 11.796 .000
Within Groups 116.458 133 .876
Total 147.445 136
rank HCL Between Groups 30.213 3 10.071 12.099 .000
Within Groups 110.706 133 .832
Total 140.920 136
rank IFB Between Groups 52.620 3 17.540 14.960 .000
Within Groups 155.935 133 1.172
Total 208.555 136
would you recommend the
wipro product to your friend
or relative?
Between Groups 83.430 3 27.810 36.366 .000
Within Groups 101.708 133 .765
Total 185.139 136
recommendations lead to
buy wipro products
Between Groups 21.848 3 7.283 89.128 .000
Within Groups 10.867 133 .082
Total 32.715 136
advertisements lead to buy Between Groups 106151.618 4 26537.904 412.572 .000
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wipro products Within Groups 9326.842 145 64.323
Total 115478.460 149
brand image lead to buy
wipro products
Between Groups 105729.978 4 26432.494 414.972 .000
Within Groups 9236.082 145 63.697
Total 114966.060 149
satisfaction lead to buy wipro
products
Between Groups 105696.977 4 26424.244 413.365 .000
Within Groups 9269.083 145 63.925
Total 114966.060 149
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Since how long years you are using Wipro
products?
Table 1.1
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid 0-
1YEARS
27 16.3 19.7 19.7
1-2
years
29 17.5 21.2 40.9
2-3years
67 40.4 48.9 89.8
more
then 3
years
14 8.4 10.2 100.0
Total 137 82.5 100.0
Missing 99 13 7.8
System 16 9.6
Total 29 17.5
Total 166 100.0
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Chart 1.1
Interpretation:-
Wipro is used more than 3 years frequency percent, valid percentage and cumulative percent
is lower than all the years and not more use in 1-2 years. So, long use of Wipro is 2-3 years.
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Satisfied from software compatibility
Table 1.2
Frequency Percent Valid Percent
Cumulative
Percent
Valid Satisfied 77 46.4 56.2 56.2
neither satisfied
nor dissatisfied
50 30.1 36.5 92.7
dis satisfied 10 6.0 7.3 100.0
Total 137 82.5 100.0
Missing 99 13 7.8
System 16 9.6
Total 29 17.5
Total 166 100.0
Chart 1.2
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Interpretation:-
The frequency for satisfied is more than dissatisfied or neither satisfied nor
dissatisfied, so Wipros software comp ability is good. Frequency percent, valid
percentage and cumulative percent is lower is compare to satisfied or dissatisfied
level.
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satisfied from software accessories
Table 1.3
Frequency Percent Valid Percent
Cumulative
Percent
Valid satisfied 64 38.6 46.7 46.7
neither satisfied
nor dissatisfied
47 28.3 34.3 81.0
dis satisfied 26 15.7 19.0 100.0
Total 137 82.5 100.0
Missing 99 13 7.8
System 16 9.6
Total 29 17.5
Total 166 100.0
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Chart 1.3
Interpretation:-
The frequency for satisfied is more than dissatisfied or neither satisfied nor
dissatisfied, so Wipros softwares accessories is good. and frequency percent,
valid percentage accepted cumulative percent is lower is compare to satisfied or
dissatisfied level.
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satisfied from software price
Table 1.4
Frequency Percent Valid Percent
Cumulative
Percent
Valid satisfied 77 46.4 56.2 56.2
neither satisfied
nor dissatisfied
25 15.1 18.2 74.5
dis satisfied 35 21.1 25.5 100.0
Total 137 82.5 100.0
Missing 99 13 7.8
System 16 9.6
Total 29 17.5
Total 166 100.0
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Interpretation:-
The frequency for satisfied price is more than dissatisfied or neither satisfied nor
dissatisfied, so Wipros softwares price is satisfied and over all well. and
frequencypercent, valid percentage accepted cumulative percent of price is lower
compare to satisfied or dissatisfied level.
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satisfied from software features
Table 1.5
Frequency Percent Valid Percent
Cumulative
Percent
Valid satisfied 55 33.1 40.1 40.1
neither satisfied
nor dissatisfied
45 27.1 32.8 73.0
dis satisfied 37 22.3 27.0 100.0
Total 137 82.5 100.0
Missing 99 13 7.8
System 16 9.6
Total 29 17.5
Total 166 100.0
Chart 1.5
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Interpretation:-
The frequency for satisfied is more than dissatisfied level and neither satisfied nor
dissatisfied, so Wipros softwares features is good. andfrequency percent, valid
percentage accepted cumulative percent of features is lower compare to satisfiedor dissatisfied level. And its good.
satisfied from software appearance
Table 1.6
Frequency Percent Valid Percent
Cumulative
Percent
Valid satisfied 35 21.1 25.5 25.5
neither satisfied
nor dissatisfied
49 29.5 35.8 61.3
dis satisfied 53 31.9 38.7 100.0
Total 137 82.5 100.0
Missing 99 13 7.8
System 16 9.6
Total 29 17.5
Total 166 100.0
Chart 1.6
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Interpretation:-
The frequency for dissatisfied level is more than satisfied or neither satisfied nor
dissatisfied, so Wipros softwares appearance is not good. andfrequency percent,
valid percent and cumulative percent of dissatisfied are higher, compare to
satisfied and neither satisfied nor dissatisfied level.
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How would you rate the overall satisfaction from wippro
company?
Table 1.7
Frequency Percent Valid Percent
Cumulative
Percent
Valid 9th most 32 19.3 21.3 21.3
eighth most 19 11.4 12.7 34.0
seventh most 34 20.5 22.7 56.7
sixth most 7 4.2 4.7 61.3
fifth most 21 12.7 14.0 75.3
fourth most 10 6.0 6.7 82.0
third most 20 12.0 13.3 95.3
most satisfaid 7 4.2 4.7 100.0
Total 150 90.4 100.0
Missing System 16 9.6
Total 166 100.0
Chart 1.7
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Rank HP
Table 1.8
Frequency Percent Valid Percent
Cumulative
Percent
Valid lowest 36 21.7 26.3 26.3
3rd highest 3 1.8 2.2 28.5
2nd highest 76 45.8 55.5 83.9
highest 22 13.3 16.1 100.0
Total 137 82.5 100.0
Missing 99 13 7.8
System 16 9.6
Total 29 17.5
Total 166 100.0
Chart 1.8
Interpretation:-
Rank of hp is 2nd
highest use of all the companys level.and frequency and all the
percentage of hp is good.so,hp is the 2nd
highest level compony.
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Rank ACER
Table 1.9
Frequency Percent Valid Percent
Cumulative
Percent
Valid Lowest 28 16.9 20.4 20.4
3rd highest 52 31.3 38.0 58.4
2nd highest 28 16.9 20.4 78.8
Highest 29 17.5 21.2 100.0
Total 137 82.5 100.0
Missing 99 13 7.8
System 16 9.6
Total 29 17.5
Total 166 100.0
Chart 1.9
Interpretation:- Use of Acer is 3rd
highest use compared all the companys level.
and frequency and all the percentage of hp is good. So, Acer is the 3rd
highest
level compony.and its performance lower than hp.
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Rank HCL
Table 1.10
Frequency Percent Valid Percent
Cumulative
Percent
Valid Lowest 26 15.7 19.0 19.0
3rd highest 58 34.9 42.3 61.3
2nd highest 25 15.1 18.2 79.6
Highest 28 16.9 20.4 100.0
Total 137 82.5 100.0
Missing 99 13 7.8
System 16 9.6
Total 29 17.5
Total 166 100.0
Chart 1.10
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Interpretation:-
Use of HCL is 3rd
highest use of all the companys level. And the Acer and Hcl is at
the same position. And Hcl level is higher than Hp .frequency and all the
percentage of Hcl is good. so, hp is the 2nd
highest level company.
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Rank IFB
Table 1.11
Frequency Percent Valid Percent
Cumulative
Percent
Valid Lowest 37 22.3 27.0 27.0
3rd highest 24 14.5 17.5 44.5
2nd highest 24 14.5 17.5 62.0
Highest 52 31.3 38.0 100.0
Total 137 82.5 100.0
Missing 99 13 7.8
System 16 9.6
Total 29 17.5
Total 166 100.0
Chart 1.11
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Interpretation:-
Use of IFB is Lowest use compare of all the companys level. And the Acer and
HCL is at the same position. And HCL level is higher than HP. and the use of IFB is
lowest .frequency and all the percentage of IFB is not good than others. so, IFB isthe lowest level company.
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Age group
Table 1.12
Frequency Percent Valid Percent
Cumulative
Percent
Valid 15 30 39 23.5 26.0 26.0
30 45 99 59.6 66.0 92.0
99 12 7.2 8.0 100.0
Total 150 90.4 100.0
Missing System 16 9.6
Total 166 100.0
Chart 1.12
Interpretation:-
In the age group of 30-45 is high user compared to other levels age group. And
the group of 30-45 is frequency and all the percentage is high. So mostly 30-45
ages people are used Wipro.
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Crosstab
Count
Gender
TotalMale female 99
are you
a
custom
er of
wipro?
No 1 0 12 13
Yes 106 31 0 137
Total 107 31 12 150
Interpretation:-
Mostly the male are the coustomer of wipro compare to females.
Crosstab
Count
age group
Total15 30 30 - 45 99
are you
a
custom
er of
wipro?
No 0 1 12 13
Yes 39 98 0 137
Total 39 99 12 150
Interpretation:-
The costumer of Wipro is in 30-45 age group. Compared to other age groups.
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Crosstab
Count
occupation
Total
Professi
onal
Busines
s service student 99
are you a customer of wipro? No 1 0 0 0 12 13
Yes 24 33 64 16 0 137
Total 25 33 64 16 12 150
Interpretation:-
Mostly the service occupation persons are use the Wipro compared to other
occupation.
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
are you a customer of wipro? No 0 0 1 12 13
Yes 54 64 3 16 137
Total 54 64 4 28 150
Interpretation:-
Mostly the income of 30000 to 50000 rupees persons are use the
Wipro compare to other incomes level.
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Crosstab
Count
Occupation
Total
Professi
onal
busines
s service student 99
are you using desktops? No 22 14 32 9 12 89
Yes 3 19 32 7 0 61
Total 25 33 64 16 12 150
Interpretation:-
Occupation of most of the people using the desktop are service providers as
compare to other age group.
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
are you using desktops? No 38 29 1 21 89
Yes 16 35 3 7 61
Total 54 64 4 28 150
Interpretation:- Mostly the age group using the desktop are between 30-45 years
compare to other age group.
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Crosstab
Count
Gender
TotalMale female 99
are you using enterprise
servers?
No 44 7 12 63
Yes 63 24 0 87
Total 107 31 12 150
Interpretation:-
Mostly the age group using the desktop are between 30-45 years compare to
other age group.
Crosstab
Count
age group
Total15 30 30 - 45 99
are you using enterprise
servers?
No 14 37 12 63
Yes 25 62 0 87
Total 39 99 12 150
Interpretation:-
Mostly the age group using the desktop are between 30-45 years compare to
other age group.
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Crosstab
Count
occupation
Total
Professi
onal
busines
s service student 99
are you using enterprise
servers?
no 18 0 26 7 12 63
yes 7 33 38 9 0 87
Total 25 33 64 16 12 150
Interpretation:-
Mostly the age group using the desktop are between 30-45 years compare to
other age group.
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
are you using enterprise
servers?
no 17 26 1 19 63
yes 37 38 3 9 87
Total 54 64 4 28 150
Interpretation:- Mostly the age group using the desktop are between
30-45 years compare to other age group.
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Crosstab
Count
Gender
Totalmale female 99
are you using packaged
software?
no 55 18 12 85
yes 52 13 0 65
Total 107 31 12 150
Interpretation:-
Mostly the people using packaged software are male as compared to female and
others.
Crosstab
Count
age group
Total15 - 30 30 - 45 99
are you using packaged
software?
no 17 56 12 85
yes 22 43 0 65
Total 39 99 12 150
Interpretation:-
Mostly the age group using the packaged software are between 30-45 years
compare to other age group.
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Crosstab
Count
Occupation
Total
Professi
onal
busines
s service student 99
are you using packaged
software?
no 18 14 25 16 12 85
yes 7 19 39 0 0 65
Total 25 33 64 16 12 150
Interpretation:- Most of the occupation of the people using packaged software are
service providers.
Crosstab
Count
Income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
are you using packaged
software?
no 27 29 1 28 85
yes 27 35 3 0 65
Total 54 64 4 28 150
Interpretation:-
The income of the people using packaged software are between 30000 to 50000.
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Crosstab
Count
Gender
Totalmale female 99
are you using enterprise
products?
no 42 13 12 67
yes 65 18 0 83
Total 107 31 12 150
Interpretation:-
More male persons are using the enterprise product as compared to female and
others.
Crosstab
Count
age group
Total15 - 30 30 - 45 99
are you using enterpriseproducts? no 3 52 12 67
yes 36 47 0 83
Total 39 99 12 150
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Interpretation:-
Mostly the age group using the enterprise products are between 30-45 years
compare to other age group.
Crosstab
Count
occupation
Totalprofessional business Service student 99
are you using enterprise
products?
no 4 0 42 9 12 67
yes 21 33 22 7 0 83
Total 25 33 64 16 12 150
Interpretation:-
Most of the people using enterprise products are service providers as compared to
professional and businessman.
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Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
are you using enterprise
products?
no 28 14 4 21 67
yes 26 50 0 7 83
Total 54 64 4 28 150
Interpretation:-
The income of the people using enterprise products are between 30000 to 50000 as
compared to others.
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Crosstab
Count
Gender
Totalmale female 99
are you using notebooks? no 74 20 12 106
yes 33 11 0 44
Total 107 31 12 150
Interpretation:-
More male are using notebooks as compared to females.
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Crosstab
Count
age group
Total15 - 30 30 - 45 99
are you using notebooks? no 36 58 12 106
yes 3 41 0 44
Total 39 99 12 150
Interpretation:-
Mostly the age group using the notebooks are between 30-45 years compare to
other age group.
Crosstab
Count
Occupation
Total
professi
onal
busines
s service student 99
are you using notebooks? no 25 19 43 7 12 106
yes 0 14 21 9 0 44
Total 25 33 64 16 12 150
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Interpretation:-
Occupation of most of the people using notebooks are service providers as
compared to other occupation.
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
are you using notebooks? No 51 32 4 19 106
Yes 3 32 0 9 44
Total 54 64 4 28 150
Interpretation:-
The income of the people using notebooks are between 30000 to 50000 as
compared to others.
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Crosstab
Count
Gender
Totalmale female 99
other company is HP no 77 31 7 115
yes 30 0 5 35
Total 107 31 12 150
Interpretation:-
Mostly there are male users who use other company which is HP.
Crosstab
Count
age group
Total15 - 30 30 - 45 99
other company is HP No 36 72 7 115
Yes 3 27 5 35
Total 39 99 12 150
Interpretation:- Mostly the age group using the other company is between 30-45years compare to other age group.
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Crosstab
Count
occupation
Totalprofessional business service student 99
other company is HP no 15 30 47 16 7 115
yes 10 3 17 0 5 35
Total 25 33 64 16 12 150
Interpretation:-
Most of the occupation is service providers where the other company is HP.
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
other company is HP no 47 44 1 23 115
yes 7 20 3 5 35
Total 54 64 4 28 150
Interpretation:-
The income of the people using other company HP is between 30000 to 50000.
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Crosstab
Count
occupation
Total
professi
onal
busines
s service student 99
other company is HP no 10 33 51 9 0 103
yes 15 0 13 7 12 47
Total 25 33 64 16 12 150
Interpretation:-
The occupation of the people using companys products are service providers.
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
other company is HP no 32 59 3 9 103
yes 22 5 1 19 47
Total 54 64 4 28 150
Interpretation:-
The income group which uses more companys products are between 30000 to
50000.
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Crosstab
Count
Gender
Totalmale female 99
other company is HP no 61 20 12 93
yes 46 11 0 57
Total 107 31 12 150
Interpretation:-
Mostly there are male users who use the companys products as compared to
others.
Crosstab
Count
age group
Total15 - 30 30 - 45 99
other company is HP no 36 45 12 93
yes 3 54 0 57
Total 39 99 12 150
Interpretation:-
Mostly the age group using the companys products are between 30-45 years
compare to other age group.
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Crosstab
Count
occupation
Total
Professi
onal
busines
s service student 99
other company is HP no 18 19 37 7 12 93
yes 7 14 27 9 0 57
Total 25 33 64 16 12 150
Interpretation:-
The occupations of the people using more companys product as compared to other
company HP are service providers.
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
other company is HP no 37 33 4 19 93
yes 17 31 0 9 57
Total 54 64 4 28 150
Interpretation:-
People earning income between 30000 to 50000 are using companys product as
compared to other company HP.
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Crosstab
Count
Gender
Totalmale female 99
other company is HP no 66 17 5 88
yes 41 14 7 62
Total 107 31 12 150
Interpretation:-
More male are using companys product as compared to other company HP.
Crosstab
Count
age group
Total15 - 30 30 - 45 99
other company is HP no 8 75 5 88
yes 31 24 7 62
Total 39 99 12 150
Interpretation:-
Mostly the age group using the companys products are between 30-45 years
compare to other age group where other company is HP.
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Crosstab
Count
occupation
Total
professi
onal
busines
s service student 99
other company is HP no 10 8 49 16 5 88
yes 15 25 15 0 7 62
Total 25 33 64 16 12 150
Interpretation:-
Most of the service providers are using the companys products where other
company is HP.
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Interpretation:-
More males are using Wipro products as compared to other females since 2-3
years.
Crosstab
Count
age group
Total15 - 30 30 - 45
since howlong years you
are using wipro products?
0-
1YEAR
S
14 13 27
1-2
years
0 29 29
2-3
years
22 45 67
more
then 3
years
3 11 14
Total 39 98 137
Interpretation:-
Mostly the age group using the Wipro products is between 30-45 years compare to
other age group since 2-3 years.
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Crosstab
Count
occupation
Total
professi
onal
busines
s service student
since howlong years you
are using wipro products?
0-
1YEAR
S
17 0 10 0 27
1-2
years
0 11 11 7 29
2-3
years
4 19 35 9 67
morethen 3
years
3 3 8 0 14
Total 24 33 64 16 137
Interpretation:-
Mostly there are service providers using Wipro products as compared to other
occupations since 2-3 years.
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Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
since howlong years you
are using wipro products?
0-
1YEAR
S
24 3 0 0 27
1-2
years
0 22 0 7 29
2-3
years
22 36 0 9 67
more
then 3
years
8 3 3 0 14
Total 54 64 3 16 137
Interpretation:-
People earning income between 30000 to 50000 are using Wipro products as
compared to other income level since 2-3 years.
8/2/2019 Wipro Project MR
82/152
82
Crosstab
Count
Gender
Totalmale female
do you easily get our
product from market?
no 34 17 51
yes 73 14 87
Total 107 31 138
Interpretation:-
Mostly there re male users who gets the products from the market easily.
Crosstab
Count
age group
Total15 - 30 30 - 45
do you easily get our
product from market?
no 14 37 51
yes 25 62 87
Total 39 99 138
Interpretation:-
Mostly the age group using the desktop are between 30-45 years compare to other
age group who gets easily products from the market..
8/2/2019 Wipro Project MR
83/152
83
Crosstab
Count
occupation
Total
professi
onal
busines
s service student
do you easily get our
product from market?
no 4 14 17 16 51
yes 21 19 47 0 87
Total 25 33 64 16 138
Interpretation:-
There are many service providers using the companys products who gets it easily
from the market.
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
do you easily get our
product from market?
no 13 21 1 16 51
yes 41 43 3 0 87
Total 54 64 4 16 138
Interpretation:-
8/2/2019 Wipro Project MR
84/152
84
The income level of people using companys products are between 30000 to
50000.
Crosstab
Count
Gender
Totalmale female
satisfied from software
compatibility
satisfied 46 31 77
neither
satisfied
nor
dissatisf
ied
50 0 50
dis
satisfied
10 0 10
Total 106 31 137
Interpretation:-
More males are satisfied from the software compatibility and more males are
neither satisfied nor dissatisfied.
8/2/2019 Wipro Project MR
85/152
8/2/2019 Wipro Project MR
86/152
86
Crosstab
Count
occupation
Total
professi
onal
busines
s service student
satisfied from software
compatibility
satisfied 0 11 59 7 77
neither
satisfied
nor
dissatisf
ied
17 19 5 9 50
dis
satisfied
7 3 0 0 10
Total 24 33 64 16 137
Interpretation:-
Most of the service providers are satisfied from the software compatibility as
compared to other occupationist.
8/2/2019 Wipro Project MR
87/152
87
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
satisfied from software
compatibility
satisfied 23 47 0 7 77
neither
satisfied
nor
dissatisf
ied
27 14 0 9 50
dis
satisfied
4 3 3 0 10
Total 54 64 3 16 137
Interpretation:-
More people are satisfied from the software compatibility are earning income
between 30000 to 50000.
8/2/2019 Wipro Project MR
88/152
88
Crosstab
Count
Gender
Totalmale female
satisfied from software
accessories
satisfied 46 18 64
neither
satisfied
nor
dissatisf
ied
34 13 47
dis
satisfied
26 0 26
Total 106 31 137
Interpretation:-
More males are satisfied from software accessories as compared to females.
Crosstab
Count
age group
Total15 - 30 30 - 45
satisfied from software
accessories
satisfied 22 42 64
neither
satisfied
nor
dissatisfied
3 44 47
dis
satisfied
14 12 26
Total 39 98 137
8/2/2019 Wipro Project MR
89/152
89
Interpretation:-
Most of the age group using the desktop is between 30-45 years compare to other
age group who are satisfied from software accessories.
Crosstab
Count
Occupation
Total
professi
onal
busines
s service student
satisfied from software
accessories
satisfied 3 33 21 7 64
neither
satisfied
nor
dissatisf
ied
4 0 43 0 47
dis
satisfied
17 0 0 9 26
Total 24 33 64 16 137
Interpretation:-
Most of the service providers are satisfied from the software accessories as
compared to other occupations.
8/2/2019 Wipro Project MR
90/152
90
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
satisfied from software
accessories
satisfied 13 41 3 7 64
neither
satisfied
nor
dissatisfied
24 23 0 0 47
dis
satisfied
17 0 0 9 26
Total 54 64 3 16 137
Interpretation:-
More people are satisfied from the software accessories are earning incomebetween 30000 to 50000.
8/2/2019 Wipro Project MR
91/152
8/2/2019 Wipro Project MR
92/152
92
Crosstab
Count
age group
Total15 - 30 30 - 45
satisfied from software
price
satisfied 34 43 77
neither
satisfied
nor
dissatisf
ied
5 20 25
dis
satisfied
0 35 35
Total 39 98 137
Interpretation:-
Most of the people using products are under age group between 30-45 years
compare to other age group who are Satisfied from software price.
8/2/2019 Wipro Project MR
93/152
93
Crosstab
Count
occupation
Total
professi
onal
busines
s service student
satisfied from software
price
satisfied 24 28 16 9 77
neither
satisfied
nor
dissatisf
ied
0 5 13 7 25
dissatisfied
0 0 35 0 35
Total 24 33 64 16 137
Interpretation:-
Mostly services providers are dissatisfied from the software prices as compared to
other occupations.
8/2/2019 Wipro Project MR
94/152
94
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
satisfied from software
price
satisfied 27 38 3 9 77
neither
satisfied
nor
dissatisf
ied
10 8 0 7 25
dis
satisfied
17 18 0 0 35
Total 54 64 3 16 137
Interpretation:-
More people are satisfied from the software prices are earning income between
30000 to 50000.
8/2/2019 Wipro Project MR
95/152
95
Crosstab
Count
Gender
Totalmale female
satisfied from software
features
satisfied 38 17 55
neither
satisfied
nor
dissatisf
ied
31 14 45
dis
satisfied
37 0 37
Total 106 31 137
Interpretation:-
More males are satisfied from the software features as compared to females.
8/2/2019 Wipro Project MR
96/152
96
Crosstab
Count
age group
Total15 - 30 30 - 45
satisfied from software
features
satisfied 8 47 55
neither
satisfied
nor
dissatisf
ied
17 28 45
dis
satisfied
14 23 37
Total 39 98 137
Interpretation:-
People satisfied with the software features are under the age group between 30-40
years.
8/2/2019 Wipro Project MR
97/152
97
Crosstab
Count
occupation
Total
professi
onal
busines
s service student
satisfied from software
features
satisfied 0 8 40 7 55
neither
satisfied
nor
dissatisf
ied
3 25 17 0 45
dis
satisfied
21 0 7 9 37
Total 24 33 64 16 137
Interpretation:-
Most of the service providers are satisfied from the software features.
8/2/2019 Wipro Project MR
98/152
8/2/2019 Wipro Project MR
99/152
99
Crosstab
Count
Gender
TotalMale female
satisfied from software
appearance
satisfied 32 3 35
neither
satisfied
nor
dissatisf
ied
39 10 49
dis
satisfied
35 18 53
Total 106 31 137
Interpretation:-
More males are satisfied with the software appearance as compared with the
females.
8/2/2019 Wipro Project MR
100/152
100
Crosstab
Count
age group
Total15 30 30 - 45
satisfied from software
appearance
satisfied 3 32 35
neither
satisfied
nor
dissatisf
ied
22 27 49
dis
satisfied
14 39 53
Total 39 98 137
Interpretation:-
Most of the people are satisfied from the software appearance are between the 30-
45 years.
8/2/2019 Wipro Project MR
101/152
101
Crosstab
Count
occupation
Total
professi
onal
busines
s service student
satisfied from software
appearance
satisfied 3 0 32 0 35
neither
satisfied
nor
dissatisf
ied
21 8 20 0 49
dis
satisfied
0 25 12 16 53
Total 24 33 64 16 137
Interpretation:-
The occupation of the people is service who are satisfied with the software
appearance.
8/2/2019 Wipro Project MR
102/152
102
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
satisfied from software
appearance
satisfied 6 26 3 0 35
neither
satisfied
nor
dissatisf
ied
36 13 0 0 49
dis
satisfied
12 25 0 16 53
Total 54 64 3 16 137
Interpretation:-
People earning income between 30000 to 50000 are satisfied with the software
appearance.
8/2/2019 Wipro Project MR
103/152
103
Crosstab
Count
Gender
TotalMale female
which additional after
sales service you desire
the most?
warrant
y
59 21 80
replace
ment
32 10 42
availabil
ity of
spares
15 0 15
Total 106 31 137
Interpretation:-
Most of the males are desired to avail additional warranty after sales.
8/2/2019 Wipro Project MR
104/152
8/2/2019 Wipro Project MR
105/152
105
Crosstab
Count
occupation
Total
professi
onal
busines
s service student
which additional after
sales service you desire
the most?
warrant
y
21 25 25 9 80
replace
ment
3 5 27 7 42
availabil
ity of
spares
0 3 12 0 15
Total 24 33 64 16 137
Interpretation:-
Most of the service providers are desired to avail additional sales service of
warranty as compared to other occupation.
8/2/2019 Wipro Project MR
106/152
8/2/2019 Wipro Project MR
107/152
107
Interpretation:-
More males are interested in using television as a new product.
Crosstab
Count
age group
Total15 30 30 - 45
television as a new
product
no 17 27 44
yes 22 71 93
Total 39 98 137
Interpretation:-
The age group between 30-40 years are interested in using television as a newproduct.
8/2/2019 Wipro Project MR
108/152
108
Crosstab
Count
occupation
Totalprofessi
onalbusines
s service student
television as a new
product
no 24 0 20 0 44
yes 0 33 44 16 93
Total 24 33 64 16 137
Interpretation:-
More service providers are interested in using television as a new product.
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
television as a new
product
no 36 5 3 0 44
yes 18 59 0 16 93
Total 54 64 3 16 137
Interpretation:-
People earning income between 30000 to 50000 are more interested in using
television as a new product.
8/2/2019 Wipro Project MR
109/152
8/2/2019 Wipro Project MR
110/152
110
Crosstab
Count
occupation
Total
Professi
onal
busines
s service student
washing machine as a
new product
no 14 14 61 7 96
yes 10 19 3 9 41
Total 24 33 64 16 137
Interpretation:-
Most of the service providers are not interested in washing machine as a new
product.
8/2/2019 Wipro Project MR
111/152
111
Crosstab
Count
Income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
washing machine as a
new product
no 39 50 0 7 96
yes 15 14 3 9 41
Total 54 64 3 16 137
Interpretation:-
People earning income between 30000 to 50000 are not interested in washing
machine as a new product.
Crosstab
Count
Gender
TotalMale female
mobile phone as a new
product
no 35 24 59
yes 71 7 78
Total 106 31 137
Interpretation:-
Most of the males are not interested in mobile phone as a new product.
8/2/2019 Wipro Project MR
112/152
112
Crosstab
Count
age group
Total15 30 30 - 45
mobile phone as a new
product
no 8 51 59
yes 31 47 78
Total 39 98 137
Interpretation:-
The age group between 30-45 years compare to other age group are not interested
in using mobile phone as a new product..
8/2/2019 Wipro Project MR
113/152
8/2/2019 Wipro Project MR
114/152
114
Crosstab
Count
Gender
TotalMale female
camera as a new product No 45 21 66
Yes 61 10 71
Total 106 31 137
Interpretation:-
Most of the males are interested in using camera as a new product.
Crosstab
Count
age group
Total15 30 30 - 45
camera as a new product no 11 55 66
yes 28 43 71
Total 39 98 137
Interpretation:-
People between 30-45 years are more interested in using camera s a new product.
8/2/2019 Wipro Project MR
115/152
115
Crosstab
Count
occupation
Total
professi
onal
busines
s service student
camera as a new product no 0 19 31 16 66
yes 24 14 33 0 71
Total 24 33 64 16 137
Interpretation:-
More people of service occupations are interested in camera as a new product.
8/2/2019 Wipro Project MR
116/152
116
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
camera as a new product no 23 27 0 16 66
yes 31 37 3 0 71
Total 54 64 3 16 137
Interpretation:-
Income group of people between 30000 to 50000 are interested in camera as a new
product.
8/2/2019 Wipro Project MR
117/152
117
Crosstab
Count
Gender
TotalMale female 99
how would you rate the
overall satisfaction from
wippro company?
9th
most
20 0 12 32
eighth
most
19 0 0 19
seventh
most
13 21 0 34
sixth
most
7 0 0 7
fifth
most
21 0 0 21
fourth
most
10 0 0 10
third
most
17 3 0 20
most
satisfaid
0 7 0 7
Total 107 31 12 150
Interpretation:-
More males are overall satisfied with Wipro company and fifth most rate is given
by more males.
8/2/2019 Wipro Project MR
118/152
118
Crosstab
Count
age group
Total15 30 30 - 45 99
how would you rate the
overall satisfaction from
wippro company?
9th
most
3 17 12 32
eighth
most
14 5 0 19
seventh
most
5 29 0 34
sixthmost
0 7 0 7
fifth
most
0 21 0 21
fourth
most
0 10 0 10
third
most
17 3 0 20
most
satisfaid
0 7 0 7
Total 39 99 12 150
Interpretation:-
Most of the age group using the Wipro company are between 30-45 years compare
to other age group are satisfied with it at seventh most rate.
8/2/2019 Wipro Project MR
119/152
119
Crosstab
Count
Occupation
Total
professi
onal
busines
s service student 99
how would you rate the
overall satisfaction from
wippro company?
9th
most
8 3 0 9 12 32
eighth
most
0 14 5 0 0 19
seventh
most
0 16 18 0 0 34
sixth
most
0 0 7 0 0 7
fifth
most
3 0 18 0 0 21
fourth
most
0 0 10 0 0 10
third
most
14 0 6 0 0 20
most
satisfaid
0 0 0 7 0 7
Total 25 33 64 16 12 150
Interpretation:-
Most of service providers are satisfied with the Wipro company with the rate
seventh most and fifth most.
8/2/2019 Wipro Project MR
120/152
120
Crosstab
Count
income
Total
10000to
30000
30000to
50000
morethan
50000 99
how would you rate the
overall satisfaction from
wippro company?
9th
most
7 3 1 21 32
eighth
most
5 14 0 0 19
seventh
most
15 19 0 0 34
sixth
most
7 0 0 0 7
fifth
most
0 18 3 0 21
fourth
most
0 10 0 0 10
third
most
20 0 0 0 20
most
satisfaid
0 0 0 7 7
Total 54 64 4 28 150
Interpretation:-
People earning income between 30000 to 50000 are satisfied from Wipro company
and rated it with 7th
rank.
8/2/2019 Wipro Project MR
121/152
121
Crosstab
Count
Gender
TotalMale female
is wipro fulfill your all features
requirements?
no 26 11 37
yes 80 20 100
Total 106 31 137
Interpretation:-
Wipro fulfills all features requirements of more males as compared to females.
Crosstab
Count
age group
Total15 30 30 - 45
is wipro fulfill your all features
requirements?
no 14 23 37
yes 25 75 100
Total 39 98 137
Interpretation:-
Wipro fulfills all features requirements of age group of 30-45 years.
8/2/2019 Wipro Project MR
122/152
122
Crosstab
Count
occupation
Total
professi
onal
busines
s service student
is wipro fulfill your all features
requirements?
no 14 11 12 0 37
yes 10 22 52 16 100
Total 24 33 64 16 137
Interpretation:-
Wipro fulfills all features requirements of most of the service providers as
compared to other occupations.
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
is wipro fulfill your all features
requirements?
No 14 23 0 0 37
Yes 40 41 3 16 100
Total 54 64 3 16 137
Interpretation:-
Wipro fulfills all features requirements of people earning income between 30000 to
50000 as compared to other income level.
8/2/2019 Wipro Project MR
123/152
123
Crosstab
Count
Gender
TotalMale female
rank HP lowest 36 0 36
3rd
highest
3 0 3
2nd
highest
62 14 76
highest 5 17 22
Total 106 31 137
Interpretation:-
Most of the males are giving 2nd
highest rank to the HP as compared to females.
8/2/2019 Wipro Project MR
124/152
124
Crosstab
Count
age group
Total15 30 30 - 45
rank HP Lowest 14 22 36
3rd
highest
0 3 3
2nd
highest
25 51 76
Highest 0 22 22
Total 39 98 137
Interpretation:-
Mostly the age group between 30-45 years compare to other age group are giving
2nd
highest rank to HP.
8/2/2019 Wipro Project MR
125/152
125
Crosstab
Count
occupation
Total
professi
onal
busines
s service student
rank HP Lowest 17 0 19 0 36
3rd
highest
0 0 3 0 3
2nd
highest
7 33 27 9 76
Highest 0 0 15 7 22
Total 24 33 64 16 137
Interpretation:-
Most of the businessman are given 2nd
highest rank to HP as compared to other
occupations.
8/2/2019 Wipro Project MR
126/152
126
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
rank HP Lowest 26 7 3 0 36
3rd
highest
0 3 0 0 3
2nd
highest
18 49 0 9 76
highest 10 5 0 7 22
Total 54 64 3 16 137
Interpretation:-
People earning income between 30000 to 50000 are given 2nd
highest rank to HP as
compared to other income group.
8/2/2019 Wipro Project MR
127/152
8/2/2019 Wipro Project MR
128/152
8/2/2019 Wipro Project MR
129/152
8/2/2019 Wipro Project MR
130/152
130
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
rank ACER lowest 3 25 0 0 28
3rd
highest
7 29 0 16 52
2nd
highest
15 10 3 0 28
highest 29 0 0 0 29
Total 54 64 3 16 137
Interpretation:-
Income level of people between 30000 to 50000 are giving 3rd
highest rank to
ACER.
8/2/2019 Wipro Project MR
131/152
131
Crosstab
Count
Gender
TotalMale female
rank HCL lowest 26 0 26
3rd
highest
45 13 58
2nd
highest
18 7 25
highest 17 11 28
Total 106 31 137
Interpretation:-
Most males are giving rank to HCL the 3rd
highest rank as compared to females.
8/2/2019 Wipro Project MR
132/152
132
Crosstab
Count
age group
Total15 30 30 - 45
rank HCL lowest 3 23 26
3rd
highest
36 22 58
2nd
highest
0 25 25
highest 0 28 28
Total 39 98 137
Interpretation:-
Age group of people between 15 - 30 years are given 3rd
highest rank to HCL.
8/2/2019 Wipro Project MR
133/152
133
Crosstab
Count
occupation
Total
professi
onal
busines
s service student
rank HCL lowest 7 3 16 0 26
3rd
highest
14 19 25 0 58
2nd
highest
0 0 18 7 25
highest 3 11 5 9 28
Total 24 33 64 16 137
Interpretation:-
Most of the service providers are giving rank to HCL the 3rd
highest rank.
8/2/2019 Wipro Project MR
134/152
134
Crosstab
Count
income
Total
10000to
30000
30000to
50000
morethan
50000 99
rank HCL lowest 10 16 0 0 26
3rd
highest
37 21 0 0 58
2nd
highest
7 11 0 7 25
highest 0 16 3 9 28
Total 54 64 3 16 137
Interpretation:-
Income level of people between 10000 to 30000 are giving 3rd
highest rank to
HCL.
8/2/2019 Wipro Project MR
135/152
135
Crosstab
Count
Gender
TotalMale female
rank IFB lowest 9 28 37
3rd
highest
24 0 24
2nd
highest
24 0 24
highest 49 3 52
Total 106 31 137
Interpretation:-
Mostly males are giving highest rank to IFB as compared to females.
8/2/2019 Wipro Project MR
136/152
136
Crosstab
Count
age group
Total15 30 30 - 45
rank IFB lowest 0 37 37
3rd
highest
0 24 24
2nd
highest
19 5 24
highest 20 32 52
Total 39 98 137
Interpretation:-
Mostly the age group between 30-45 years compare to other age group are giving
lowest rank to IFB.
8/2/2019 Wipro Project MR
137/152
137
Crosstab
Count
occupation
Totalprofessi
onalbusines
s service student
rank IFB lowest 0 11 10 16 37
3rd
highest
3 0 21 0 24
2nd
highest
14 5 5 0 24
highest 7 17 28 0 52
Total 24 33 64 16 137
Interpretation:-
Most of the service providers are given highest rank to IFB.
8/2/2019 Wipro Project MR
138/152
138
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
rank IFB lowest 10 11 0 16 37
3rd
highest
10 11 3 0 24
2nd
highest
19 5 0 0 24
highest 15 37 0 0 52
Total 54 64 3 16 137
Interpretation:-
Income level between 30000 to 50000 are giving highest rank to IFB.
8/2/2019 Wipro Project MR
139/152
139
Crosstab
Count
Gender
TotalMale female
would you recommend the wipro
product to your friend or relative?
very
likely
37 10 47
some
what
likely
35 10 45
netural 31 0 31
somew
hat
unlikely
3 0 3
very
unlikely
0 11 11
Total 106 31 137
Interpretation:-
More males are recommending the Wipro products are some what likely interested.
8/2/2019 Wipro Project MR
140/152
140
Crosstab
Count
age group
Total15
30 30 - 45
would you recommend the wipro
product to your friend or relative?
very
likely
17 30 47
some
what
likely
14 31 45
netural 5 26 31
somew
hat
unlikely
3 0 3
very
unlikely
0 11 11
Total 39 98 137
Interpretation:-
People between the age group of 30-45 years compare to other age group are some
what likely recommending the Wipro products to their friends and relatives.
8/2/2019 Wipro Project MR
141/152
141
Crosstab
Count
occupation
Total
Professi
onal
busines
s service student
would you recommend the wipro
product to your friend or relative?
very
likely
24 0 16 7 47
some
what
likely
0 14 22 9 45
netural 0 5 26 0 31
somew
hatunlikely
0 3 0 0 3
very
unlikely
0 11 0 0 11
Total 24 33 64 16 137
Interpretation:-
Most of the service providers are neutrals to recommend the Wipro products to
friends and relatives.
8/2/2019 Wipro Project MR
142/152
142
Crosstab
Count
income
Total
10000
to
30000
30000
to
50000
more
than
50000 99
would you recommend the wipro
product to your friend or relative?
very
likely
24 13 3 7 47
some
what
likely
15 21 0 9 45
netural 15 16 0 0 31
somewhat
unlikely
0 3 0 0 3
very
unlikely
0 11 0 0 11
Total 54 64 3 16 137
Interpretation:-
Income earning between 30000 to 50000 are some what likely to recommend the
Wipro products to friends and relatives.
8/2/2019 Wipro Project MR
143/152
8/2/2019 Wipro Project MR
144/152
144
Crosstab
Count
occupation
Total
professi
onal
B
Recommended