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A STUDY ON CUSTOMER
SATISFACTION ABOUT DECCAN
PUMPSETS IN COIMBATORE
PROJECT REPORT
Submitted by
RAJESHKUMAR.K.S
Register No: 088001119030
In partial fulfillment of the award of the degree
of
MASTER OF BUSINESS ADMINISTRATION
IN
DEPARTMENT OF MANAGEMENT STUDIES
RVS COLLEGE OF ENGINEERING AND TECHNOLOGY
KANNAMPALAYAM COIMBAORE-641 402
MAY 2010
RVS COLLEGE OF ENGINEERING & TECHNOLOGY
KANNAMPALAYAM COIMBAORE-641 402
DEPARTMENT OF MANAGEMENT STUDIES
PROJECT WORK
MAY 2010
This is to certify that the project entitled
A STUDY ON CUSTOMER SATISFACTION ABOUT
DECCANPUMPSETS IN COIMBATORE
is the bonafide record of project work done by
RAJESHKUMAR.K.S
Register No:088001119030
of Master of Business Administration during the year 2009-2010
………………………. ……………………….
Project Guide Head of the Department
Prof .S. Preetham Sridar, Prof .S. Preetham Sridar
Assistant Professor & HOD Assistant Professor
Submitted for the Project Viva- Voce Examination held on ………………….
………………………. ……………………….
Internal Examiner External Examiner
DECLARATION
I affirm that the project work titled to “A STUDY ON CUSTOMER SATISFACTION
ABOUT “DECCAN PUMPSETS IN COIMBATORE” being submitted in partial
fulfillment for the award of MASTER OF BUSINESS ADMINSTRATION is the original
work carried out by me. It has not formed the part of any other project work submitted for
award of any degree or diploma, either in this or any other university.
RAJESH KUMAR.K.S
Register No: 088001119030
I certify that the declaration made above by the candidate is true
Signature of the Guide,
Prof. S. PREETHAM SRIDAR,
Assistant Professor
Department of Management Studies
RVS College of Engineering & Technology
ACKNOWLEDGEMENT
My deep sense of gratitude and sincere thanks to our beloved chairman,
Dr. K.V. Kuppuswamy, R.V.S Educational Trust, Coimbatore for giving me an
opportunity to undergo my studies in this prestigious institution.
I express my heartful thanks to Dr. V. Gunaraj, Principal, R.V.S College of
Engineering and Technology, for providing me the necessary facilities for
undergoing the project work.
My sincere thanks To Dr. P.V. Prabha, Director of RVS Institute of
Management Studies for her sustained encouragement in carrying out my project.
My sincere thanks to Prof S. Preetham Sridar, Head and internal guide,
Department of Management Studies, R.V.S College Of Engineering and
Technology, for providing me all necessary facilities in carrying out my course of
MASTER OF BUSINESS ADMINSTRATION and also for the stimulating
guidance and encouragement given for the project and shaping of this report.
My sincere thanks to Mr. P. ARUMUGAM, Managing Director of DECCAN
INDUSTRIES for providing me an opportunity to undertake this project at DECCAN
INDUSTRIES
I express my thanks to the entire staff member in DECCAN INDUSTRIES
COIMBATORE for their cordial approach and guidance towards me to know very
well about the functioning of the organization
I take this opportunity to acknowledge my thanks to my entire faculty
Members of the Department of Management Studies for their constant inspiration and
resourceful guidance throughout my project.
Finally I extend my hearty thanks to my beloved parents, sister and my dear
friends for lending their helping hands to complete this project work efficiently and
effectively.
K.S.RAJESH KUMAR
Reg.No.088001119030
CONTENTS
CHAPTER NO. DESCRIPTION PAGE NO.
LIST OF TABLES
LIST OF CHARTS
ABSTRACT
1 INTRODUCTION
1.1 About the Industry
1.2 About the Company
1.3 About the Study
1.3.1 Objectives of the study
1.3.2 Scope of the study
1.3.3 Limitations of the study
1
1
5
9
12
13
14
2 REVIEW OF LITERATURE 15
3 RESEARCH METHODOLOGY
19
4 ANALYSIS AND INTERPRETATION
21
5 FINDINGS AND INFERENCES
74
6 RECOMMENDATIONS
75
7 CONCLUSION
76
APPENDIX
BIBLIOGRAPHY
ABSTRACT
This project work is done to analyze the Customers Satisfaction about
“Deccan Pumpsets”, Coimbatore
Primary data has been collected through questionnaire and the secondary
data from records of the organization. Based on the information, analysis and
interpretation were drawn.
The questionnaire was consisting of opened and closed-end questions
containing 25 questions covering all aspects Of Customer Satisfaction.
Convenience sampling has been adopted with a sample of 150 questionnaires.
The tools used for the analysis are simple percentage analysis, Ranking method
and Chi-square, Likert‟s analysis.
Finally, based on the analysis, finding, suggestions and recommendations
are provided to Increase the Customer satisfaction level to organization in
efficient manner.
LIST OF TABLES
TABLE No. NAME OF THE TABLE PAGE No.
1 AGE GROUP OF RESPONDENTS
22
2 GENDER OF THE RESPONDENTS
24
3 MARITAL STATUS OF THE RESPONDENTS
26
4 FAMILY SIZE OF RESPONDENTS
28
5
EDUCATIONAL QUALIFICATION OF THE
RESPONDENTS
30
6 ANNUAL INCOME OF THE RESPONDENTS
32
7 OCCUPATION OF THE RESPONDENTS
34
8
TYPE OF WATER PUMP SETS USED BY THE
RESPONDENTS
36
9 SATISFACTION LEVEL OF THE RESPONDENTS
38
10
NO.OF YEARS OF USAGE (DECCAN
PUMPSETS)
40
TABLE No. NAME OF THE TABLE PAGE No.
11 MODE OF PAYMENT BY THE RESPONDENTS
42
12
SOURCE OF PURCHASE BY THE
RESPONDENTS
44
13
USAGE OF THE WATER PUMP BY THE
RESPONDENTS
46
14 PROBLEM FACED FROM WATER PUMPS 48
15 SATISFACTION ABOUT SERVICE CENTER
50
16 RECOMMENDATION TO OTHERS
52
17 MEDIA‟S INFLUENCE ON RESPONDENTS
54
18 NEED FOR TOLL FREE NUMBER
56
19
RESPONDENTS AWARENESS ABOUT
DUPLICATE WATER PUMP
58
20
RESPONDENTS AWARENESS ABOUT
COMPETITORS
60
TABLE NO. NAME OF THE TABLE PAGE NO
21 RANKING ACCORDING TO THE PURCHASING
DECISION
62
22 RESPONDENTS SATISFACTION LEVEL WITH
THE WATERPUMPSETS
66
23 OVERALL SATISFACTION AND ASSOCIATION
WITH DECCAN PUMPSETS
69
24 PROBLEM OF THE PUMPSETS AND
SATISFACTION LEVEL OF SERVICE CENTRE
72
LIST OF CHARTS
CHART No. NAME OF THE CHART PAGE No.
1 AGE GROUP OF RESPONDENTS
23
2 GENDER OF THE RESPONDENTS
25
3 MARITAL STATUS OF THE RESPONDENTS
27
4 FAMILY SIZE OF RESPONDENTS
29
5
EDUCATIONAL QUALIFICATION OF THE
RESPONDENTS
31
6 ANNUAL INCOME OF THE RESPONDENTS
33
7 OCCUPATION OF THE RESPONDENTS
35
8
TYPE OF WATER PUMP SETS USED BY THE
RESPONDENTS
37
9 SATISFACTION LEVEL OF THE RESPONDENTS
39
10
NO.OF YEARS OF USAGE (DECCAN
PUMPSETS)
41
CHART No. NAME OF THE CHART PAGE No.
11 MODE OF PAYMENT BY THE RESPONDENTS
43
12
SOURCE OF PURCHASE BY THE
RESPONDENTS
45
13
USAGE OF THE WATER PUMPS BY THE
RESPONDENTS
47
14
PROBLEM FACED FROM WATER PUMPS BY
THE RESPONDENTS
49
15 SATISFACTION ABOUT SERVICE CENTER
51
16 RECOMMENDATION TO OTHERS
53
17 MEDIA‟S INFLUENCE ON THE RESPONDENTS
55
18 NEED FOR TOLL FREE NUMBER
57
19
RESPONDENTS AWARENESS ABOUT
DUPLICATE WATER PUMP
59
20
RESPONDENTS AWARENESS ABOUT
COMPETITORS
61
CHAPTER-1
INTRODUCTION
1.1 ABOUT THE INDUSTRY:
The pump industry is a very large industry and plays critical roles in almost every
facet of our lives. WATER supply, fire protection, oil & gas, power plants, waste water
treatment, sump pumps at homes, processing chemicals, foods & pharmaceuticals, and many
more. Indian pumps, catering to a range of sectors from agriculture to nuclear power
generation, are expected to capture a bigger slice of the world market.
With exports already reaching around 70 countries, the Indian pump industry is
poised to register a faster growth rate than the global average, says an industry study.
"The Indian pump industry is set to grow at 6-7 percent over the next three years
(against the 4 percent of the world pump market)," Y.I. Buch, president of the Indian Pump
Manufacturers Association, said in a study released Tuesday.
The industry, now holding euro 500 million worth of global market share "is
expected to grow at a rate faster than the world pump market growth, capturing a larger share
of the market," states the study released by the Confederation of Indian Industry (CII).
According to industry estimates, India produces around one million
pumps of various kinds. There are around 800 large, medium and small units producing the
pumps for sectors from agriculture to nuclear power generation.
Indian pump manufacturers are able to meet most of the domestic market demand,"
said Sarita Nagpal, head of manufacturing services of CII, which works closely with the
Indian Pump Manufacturers Association.
Exports have registered an 11 percent growth in the last two years after reversing a
negative 11.5 percent trend in 2002-03 to clock 45 percent growth in 2003-04
"The Indian pump industry has an outstanding record of indigenous research and
development in all three areas of technological intensities - from mass-produced pumps for
agriculture to gigantic pumps for interlinking rivers, and pumps for critical services such as
nuclear power generation
Pump industry in India:
The first electric motor in India was manufactured in Coimbatore in 1930 and
thereafter the motor pump industry expanded rapidly there. Today 60% of India's
requirements of domestic and agricultural pumpsets are made in Coimbatore.
Pump Features:
Submersible wastewater pumps are vertical, direct-coupled, extra-heavy duty units,
which operate under water and have a solids-handling, non-clog capability.
While single pumps often are installed, most applications require two pumps called
duplex to ensure continued operation if one pump fails to minimize wear on one pump and
equalize it between two and to provide extra capacity in times of extraordinary loads.
A submersible pumping system consists of the motor-pump unit together with
automatic electrical controls. Controls can be simple or complex, depending on the
application. The latter may consist of an entire factory-packaged station enclosed in a steel or
fibreglass tank and ready for installation and pipe-electrical hook-up. Submersibles are being
specified increasingly in applications where self-priming, dry pit, straight centrifugal, vertical
extended-shaft and pneumatic ejector pumps once.
Depending on the impeller design, a 4-inch discharge pump normally will handle
spherical solids from 2 inches to 3 inches. Each manufacturer's literature specifies the
maximum solids size, which can be handled by a particular pump. Normal discharge sizes for
larger submersibles range from 3-inch to 14-inch and larger. The pump selected should be
sized to the application.
They normally are available in 850, 1150, 1750 and even 3450 designs, on 60-cycle
power. Horsepower ratings range up to 100 Hp or larger. Variable speed units also are
available with the use of variable frequency and voltage power supplies. Again, depending on
the application, motors operating on 200/208-volts, 230-volts, 460-volts and 575-volts and
higher are available and may be single- or three-phase. Single- phase units usually are limited
to 10 Hp
The Drivers of Pump Development:
Industrial Revolution: Pump industry had been fueled by the massive demands of the
industrial revolution that built our modern society.
Post World War II Expansion: In order to satisfy the pent-up demand that had gone
unfulfilled in war years. Here the emphasis was on large, multistage electric utility boiler feed
water pumps & oil-field injection & pipeline pumps.
Energy Crisis: Energy crisis all over world led to lot of research & development work
for developing energy efficient pumps & systems.
Environmental Challenges: Curbing emissions was the paramount concern. This
influence has led to better sealing of pumps including seal less, magnetically coupled
chemical pumps. The ultimate product in this regard could be „integral motor pump‟.
Globalization: The fluid engineering & other technical challenges are assumed to be
solvable by the MNC who emphasize quality, productivity & faster delivery of the product in
order to battle global market share. The apparently mature pump product has a lot of room for
improvement. The technical improvements will continue to be necessary to maintain global
competitiveness.
Some Recent Developments in Pumps:
Development in dry industrial vacuum pump:
They use claw technology with a built in roots mechanism & facilitate high speed
evacuation down to an ultimate vacuum of 0.05 mbar. Peak pump capacity is 560 cubic m/hr.
Despite high pumping capacity, manufacturer claims less energy consumption
Ultra high pressure plunger pumps:
o Sensitive paint stripping from metal and concrete surfaces.
o Surface preparation prior to painting & coating.
o Cutting of metals, concrete, reinforced material.
Smart Pumps:
Depending on the changes in suction conditions and /or changes in the discharge
requirement the pump should act accordingly by using “SMART SENSORS” which will be
based on optical fibers.
High Efficiency Small Circulation Pumps
The conventional efficiency of small pumps is of the order of 5 to 10%.
When these pumps are used as part of solar-auxiliary system, the efficiency of pump
plays a vital role. The efficiencies of the pump have improved dramatically (+80%) using
permanent magnet motors & hydraulically optimized impellers.
Major Players in the Indian Pump Industry:
About 30 of the total 500 units dominated by SMEs have already entered the Asian
markets Middle –East, Egypt, USA, Italy, Greece and Southern Parts of African Countries.
Some of the leading exporters from India include Kirloskar, Copeland, Tecumesh
Products (India) Ltd., BHEL, Ingersoll – Rana, Elgi Equipments, CRI pumps, Sharp Pumps,
Aqua Sub Pumps, Suguna Motors and Pumps, Texmo Pumps, Mahendra Pumps, Deccan
Pumps, V-guard etc.,
SWOT Analysis of the Indian Pump Industry:
Strength Weakness
Old and nature market with a very
wide distribution network
Experienced and skilled personnel
available at low costs.
Poor Infrastructure
Lack of R & D Investment.
Low quality products
Opportunities Threat
Market for energy efficient pumps
very high
Entry of multinational giving
momentum to the market
India a source of export for pumps
Unfriendly Government policies
Competitive neighbour China
1.2 ABOUT THE COMPANY
History of the Organization:
A Deccan industry was started in the year 1981 primarily to manufacture submersible
pumps for bringing out the underground water through the bore wells. The promoters of
Deccan are all qualified engineers and got very good experience and expertise in this field.
The registered office and manufacturing unit of Deccan industries is situated in the same
premises.
Deccan pumps are adopting a quality management system ISO – 9001 duly certified
and monitored by QMS - the quality register approved by the American society for quality.
BIS standard marking IS 8034 applicable for bore well submersible pumps, IS 14220
applicable for open well submersible pumps, IS 9283 applicable for submersible motors and
IS 9070 applicable for moonset pumps are the other quality certificates obtained by the
company. As many as 367 models having the rating between 0.37kw to 90kw are covered in
the BIS certification markings. Deccan is having the prestige of holding more models with
BIS markings than any other industry, manufacturing of pump sets.
Deccan is the first in India to obtain IS 14220 certification mark assigned for open
well submersible pumps. Deccan pump sets are sold throughout India and abroad by its
distributors and dealers. The branches owned by the company are used for stocking,
imparting technical knowledge among the users, dealers and fitters, providing service
backups and passing the advice, suggestions and criticism from the end users.
It is the policy of Deccan that customers should not suffer because of spares. Apart
from that the spares for pump sets even for the model is produced 15years back will be
available at the factory.
Vision:
At Deccan, they envision themselves to be at the forefront of their industry, a position
that they will accomplish through sheer dedication to quality products and unparalleled
commitment to customer delight
Mission:
At Deccan, will work towards being the number one in their field of operations in
India and one among the world leaders, through continual improvement of their practices,
processes and products.
Values:
Every Deccan employee stands dedicated to the core values of innovation, excellence,
integrity and respect…values that have remained the company‟s hallmarks and stood the test
of time
Management
Founder:
Mr.K.K. VELUCHAMY
Managing Director:
Mr.P. ARUMUGAM
DECCAN Pumpsets.,
Joint managing director:
Mr. KARTHICK .K.V
DECCAN Pumpsets
ORGANIZATION STRUCTURE:
MANAGING DIRECTOR
GENERAL MANAGER
MANAGER
MARKETING PRODUCTION ACCOUNTS
MANAGER MANAGER MANAGER
PURCHASING SUPERVISORS DOCUMENTATION
MANAGER OFFICERS
EMPLOYEES
Product Profile :
• Centrifugal Mono bloc Pumps
• Open Well Submersible Pumps
• 200 mm (8'') bore well submersible pump sets
• 150 mm (6'') bore well submersible pump sets
• 100 mm (4") bore well submersible pumps
• Jet Centrifugal Mono block Pumps
• Bore well Compressor Pumps
• Domestic Mono block Pumps TO 20HP comprising of domestic mono block pumps.
Prizes and Awards:
Deccan has received a number of awards for its contribution to humanity and society.
The notable among them are
UDYOGPATRA by the President Of India
LOK SHREE by the Lok Sabah Speaker
UDYOGRATTAN by the Union Labour Minister
BHARATIYAUDYOGJYOTI by the Union Industries Minister
1.3 ABOUT THE STUDY
Marketing:
Marketing is a power full mechanism, which can satisfy the needs and wants of
customers of the place and time they desire. The success of a business depends on the
strength of its marketing policies. In short marketing studies the decision and action of every
business.
In short, what a business should produce and where a business would proper is today
he decision of the company. Thus it is clear that modern marketing starts and ends with
customers.
Definition of Marketing:
“Marketing is the process of determining customer demand for a product or service,
motivating its sales and distributing into ultimate consumption at a profit”.
- E.F.L BRECH
“Marketing is specifically concerned with how transactions are created, stimulated,
facilities and valued”. -PHILIP KOTLER
Marketing is the process of determining customer demand for a product or service;
motivate its sales and distributing it to ultimate customers at profit.
Marketing is especially concerned with how transactions are created, stimulated,
facilitated and valued.
In general , marketing is the process of planning and executing the conception,
pricing, promotion and distributed at ideas; goods and services to create exchanges that
individual that is consumed needs and organizational objectives.
Customer Satisfaction:
“Customer Satisfaction” is an important is because it is a cornerstone to the success
or failure of a business. Any misunderstanding or misinterpretation of the topic can not only
be misleading, but it can also be fatal.
Perhaps the most common error in the discussion of customer satisfaction is the error
of omission. In particular, most authors and analysts do not have a working definition. This
article will attempt to provide a definition that will serve as an underlying theory as well as
working business criterion.
Rather than a single definition, I think it is appropriate to provide several definitions
because a single definition gives the impression that there can be only one, which is certainly
not truth each of the following definitions can be applied to the high technology service
business.
Definitions:
Customer satisfaction is equivalent to making sure that product and service
performance meets customer expectations. Customer satisfaction is the perception of the
customer that the outcome of a business transaction is equal to or greater than his/her
expectation.
Customer satisfaction occurs when the acquisition of products and /or services
provides a minimum negative departure from expectations when compared with other
acquisitions.
Customer satisfaction occurs when the marginal utility of a transaction is equal to or
greater than preceding acquisitions. Customer satisfaction occurs when the perception of the
reward from the purchase of goods or services by the customer meets or exceeds his/her
perceived sacrifice. The perception is a consequence of matching past purchase and
consumption experience with the current purchase.
Features of customer satisfaction:
A highly satisfied customer is one who stays loyal longer. There are 6 basic elements
to keep loyal customer, they are
Quality
Reasonable price
Efficient delivery
Effective and economical after sales services
Honor our commitment
Excellent customer handling
In this current scenario, companies are facing though competition. The customers
have a wide choice of brand to select. In order to survive the competition, the companies have
to do a better job of meeting and satisfying customers needs than their competition. In
addition to innovative design and high quality products at reasonable price, the companies
have to provide and added value in the form of excellent after services and good customer
handling.
Customer is the king of modern marketing and hence customer satisfaction becomes
an essential thing in marketing. The following are the advantages of customer satisfaction.
Provide quality products
Reasonable product
Service after the sales is over
Effective delivery of products
Retaining of customers.
Though customer satisfaction is highly an advantage it also as some disadvantages
Over expectation of the customers
Increased competition in the market
1.3.1 OBJECTIVES OF THE STUDY
Primary Objective:
The primary objective of the study is to find out level of customer satisfaction towards
Deccan Pumps etc.
Secondary Objectives:
To know the level of awareness about the Product features and source of
awareness.
To find out the factors that influenced purchasing decision.
To know the level of influence of media on purchase of water pump.
1.3.2 SCOPE OF THE STUDY
In this millennium there is a customer‟s choice. Customers are more informed about
products than ever before and have many options to choose from. There by the study is to
find out reasons for customer preference towards various factors of attributes which
motivated the customers to prefer Deccan Pumpsets.
The quality of after sales service is also a factor which makes the customer satisfied.
The present level of service rendered by the dealer is taken for evaluating the customer
satisfaction.
Since there is a huge potential for Deccan Pump sets in agriculture sector there are
many already looking stronger in this market, the scope of the study is to identify whether
Deccan Water PumpSets through their range of products can make a significant effect. The
market with respect to its existing distribution network. Towards the end, the study attempts
to understand some penetration level of Deccan Pumpsets in the market and to formulate
strategies to accomplish growth in the market.
1.3.3 LIMITATION OF THE STUDY
Samples size is small and might not represent the whole population.
The study is only within the Coimbatore city.
Data today depend upon respondent's view, which could be bias in nature.
Some of the respondent's hesitated to answer truly and frankly.
The attitude of the customers is bound to change for time to time, the result of this
study may not be universal.
CHAPTER –II
REVIEW OF LITRATURE
The study focused on customer satisfaction purchasing preference marketing
performance of customers, self perception purchase decisions process and marketing
strategies.
1. Dr.N.Nisar Ahmed conducted a study on “pump sets customers satisfaction and
purchase preference” in Vellore .in this study he found that ,the pumpsets among
various different competing brands for various reasons like price ,maintenances,
power consumption, durability and value. He suggest that ;the marketers who
want to be market leader in pumpset should consider various aspect regarding
customers satisfaction and brand preference ,brand name ,source of information
search of information search motivation factors and post- purchase behavior the
of water pump sets.
2. K.Chitra was conducted a study on “customer satisfaction and purchase behavior
of water pumpsets” in Coimbatore district, with view to analyze the purchase
decision process, relationship between self perception and purchase decision
process and offer suggestion for marketing strategist and fractionate process,
time, power consumption and maintained are the main factors consider by the
buyers, income of the family occupational status and influence the buyers before
purchase.
………………………………………………………………………………………
1. Dr.N.Nisaraluue “customer‟s satisfaction purchase preference” Indian
management, volume 53, 1996, page no 60.
2. K.Chitraa study on “customers satisfaction and purchase behavior of water
pumpsetsin Coimbatore city”1996, page no 80.
3. Author(s): Chun Wah LeeJournal of Product & Brand Management year: 2002
Volume: 11 Issue: 2 Page: 103 -114 consumer satisfaction. Explores a frame
work that examines the relative importance of key factors on managers use of
two consumer satisfaction promotional tools: coupons and lucky draws. The
results show that brand managers use trade and consumer sales promotions
more extensively than media advertising, but do not consider satisfaction sales
promotions to be more effective in meeting objectives.
4. Author(s): Albert C. Bemmaor, Udo WagnerBook series: Advances in
Econometrics , 2002 Volume : 16 Page: 165-189 Udo Wagner Salop and
Stiglitz analyzed an equilibrium search model under a Stacklberg assumption
that consumers could react to changes in the distribution of prices charged by
firms even though they did not know which particular firms were charging the
lowest price. In this chapter we assume that firms and consumers move
simultaneously so that consumers cannot react to changes in the price
distribution.
5. Herfindhal, study on "Evolution of waterpumps industry" he indicate that the
Indian pumpset industry continues to be oligoplistic in the post reforms period
even though the degree of concentration has declined. This implies that the
deregulation of the industry has not led to substantially higher competition.
This may reflect the inadequacyof regulatory policy and the nature of the
technology of the industry wherein an oligopolistic structure is natural.
3. Author (s): Chun Wah LeeJournal of Product & Brand Management year : 2002
Volume 11 Issue:
4. Author (s): Albert C. Bemmaor, Udo WagnerBook Series: Advances in
Evonometrics, 2002 Volume : 16 Page: 165-189.
5. Herfindhal, Evolution of waterpump, September 2000, pg 20.
6. Evans and Karras, he study on waterpumpsets industry in India" . The
waterpumps segment yields similar results. But in the pumps & valve
segment, convergence is absolute in the pre-reform and conditional in the post
reform period: At the industry- wide level convergence is found to be
conditional.
7. Kendal, he study on " Market analysis of pumpsets & motors, the result reveal
that the various segment arc not co integrated implying that markets are
segmented at the industry-wide level. However we obtained a, co integrating
relationship between the segments and the whole sale price index for
manufactured goods. The former reinforces the fact that convergence at the
level of industry is likely to be affected by movements of the whole sale prices
and save agricultural sector.
8. S.M. Karthikeyan, he study on " consumer satisfaction on waterpumpsets
reveals that monoblock makes satisfaction that the particular companies
pumpsets. life. Increase quality because the user prefers the alternative. Cost
of motors must be reduced and availability of spares must be improved. It will
lead to increase the sales of motors. They also reveals power consumption of
pumpsets users satisfaction are more that the user dissatisfaction. So that the
limited number of problems which makes dissatisfaction may overcome by
following the recommendation of the researcher in the study.
6. Evans and Karras, waterpumpsets India, 1998, pg 17
7. Kendal, Market Analysis of manufacturing journal, October 2001, pg 35.
8. "A study on consumer‟s satisfaction on waterpumpsets with special reference to
sankari town" by S.M. Karthikeyan – pg 49.
9. Sundrapandian he study on "consumers taste and purchase of motor pumps "
the conclude that Maruthi agency must concentrate its promotional measures
on small and marginal consumers as they are found the target market for
waterpumps. The agency has occupied a definite place and it should be given
more publicity to increase sales. Total commitment of the dealers, training of
every concerned person regarding his work has made.
10. A Senthilkumar A study on "customer satisfaction of waterpumpsets with
special reference to M/s. Texmo Industries agencies" it reveals that the
availability of spares must keep readily when it need more skilled mechanics
in the service. More advertisement to be given for new brand and technology
and reduce the charge on service and other repairs. Complaint of
waterpumpsets should reduce at the time of service.
9. A study on consumers taste to purchase of motorpumps with special reference to
maruthi agency) by Sundrapandian pg: 52.
10. A study on consumer satisfaction of waterpumpsets with special reference to M/s
Texmo Industries, Coimbatore by A.Senthilkumar. pg. 45.
CHAPTER-III
RESEARCH METHODOLOGY
Research:
Research is common parlance refers to search for knowledge. It can be defined as “A
scientific and systematic search for Pertinent Information on a specific task”. In fact,
Research is as one of scientific investigation.
Research Methodology:
Research Methodology is a way to systematically solve the research problem. It may
be understood as a science of studying how research may be understood and carried out
scientifically in research, it is responsibility of the researcher to expose the research decisions
as evaluation before there implemented. So the adoption of proper methodology essential
conducting any researcher study.
Research Design:
Descriptive research are those studies which are concerned with describing the
characteristics of a particular or a group studies concerned with specific predictions and
concerns of individual group or situation deals with descriptive research studies.
Administration of the Instrument:
The samples selected were administrated with the questionnaire which consists of
both open-ended and close-ended questions.
Sample Techniques:
Simple Random Sampling has adopted in this study. The sample size of the study is
150
Data collection Method:
In dealing with any real life problem. It is obvious that data at hand are inadequate and hence
it becomes necessary to collect the data are appropriate. Depending on the source of
information available, data can be classified as,
Primary Data.
Secondary Data.
Primary Data:
The research was done with the help of structured questionnaire and schedules that
prove to be effective in collecting the relevant information.
Secondary Data:
Secondary Data was collected from the company files, web sites and other
publications.
Tools for Analysis:
Percentage Analysis
Ranking Method
Chi-Square Test
Likert's Scale Analysis
CHAPTER-IV
ANALYSIS AND INTERPRETATION
Analysis and interpretation is essential for usefulness and utility of resource findings.
Analysis of data and interpretation in a general way involves a number of closely related
operations, which are performed with a purpose of summarizing the collected data,
organizing these in such manner that they answer the research questions.
Researcher can better be appreciate only through the interpretations why his finding are
what they are and can make others to understand the real significance of his/her research
findings
The size of the sample of this study includes 150 members from different levels.
PERCENTAGE ANALYSIS
A frequency distribution shows the number of frequencies in various classes, which
helps to get some preliminary ideas with respect to the objectives under study.
Therefore, as a first step, frequency distribution for various variables under study is
constructed. To interpret the results comprehensively percentage values are computed.
ANALYISIS AND INTERPRETATION
TABLE – 1
AGE GROUP OF RESPONDENTS
Sl.
No.
Age Group No. of respondents Percentage
1 Below 20 years 14 9
2 21 – 30 years 29 19
3 31 – 40 years 54 36
4 41 – 50 years 43 29
5 Above 50 years 10 7
Total 150 100
Interpretation:
The table indicates that 36% of the respondents belong to the age group of 31 – 40
years. 29% of the respondents belong to age group 41 – 50 years. 19 % of the respondents
belong to age group 21 – 30 years, 9 %of the respondents belong to age group 20 years, 7 %
of the respondents belong to the age group of above 50 years.
Inference:
Majority (36%) of the respondents belong to the age group of 31 – 40 years.
TABLE – 2
GENDER OF THE RESPONDENTS
Sl.
No.
Gender No. of respondents Percentage
1 Male 117 78
2 Female 33 22
Total 150 100
Interpretation:
The table shows that 78 percentage of the respondents are male and 22 percentage of
the respondents are female.
Inference:
Majority (78%) of the respondents are male.
TABLE – 3
MARITAL STATUS OF THE RESPONDENTS
Sl.
No.
Marital Status No. of respondents Percentage
1 Married 91 61
2 Unmarried 59 39
Total 150 100
Interpretation:
The above table indicates that 61 percentage of the respondents are married and 39
percentage of the respondents are unmarried.
Inference:
Majority (61%) of the respondents are married.
TABLE – 4
FAMILY SIZE OF RESPONDENTS
Sl.
No.
Family Size No. of respondents Percentage
1 Below 3 members 39 26
2 3 – 5 members 58 39
3 5 – 7 members 33 22
4 above 7 members 20 13
Total 150 100
Interpretation:
The above table shows that 39 percentage of the respondents family consist of 3 – 5
members, 26 percentage of the respondents family consist of less than 3 members, 22
percentage of the respondents family consist of 5 – 7 members, 13 percentage of the
respondents family a consist of more 7 members.
Inference:
Majority (39%) of the respondents family consist of 3 – 5 members.
TABLE – 5
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS
Sl.
No.
Educational Qualification No. of respondents Percentage
1 SSLC 25 17
2 H.Sc., 35 24
3 Diploma 20 13
4 Graduate 50 33
5 Illiterate 20 13
Total 150 100
Interpretation:
The above table shows that 33 percentage of the respondents are graduates, 24 percentage of
the respondents have completed HSC , 17 percentage of the respondents have completed
SSLC, 20 percentage of the respondents are diploma holders and an others 13 percentage of
the respondents are illiterate.
Inference:
Majority (33%) of the respondents are graduates.
TABLE – 6
ANNUAL INCOME OF THE RESPONDENTS
Sl.
No.
Annual Income No. of respondents Percentage
1 Less than Rs. 50,000 15 10
2 Between Rs. 50,001 - 1,00,000 70 47
3 Between Rs. 1,00,001 – 2,50,000 40 27
4 Above Rs. 2,50,000 25 16
Total 150 100
Interpretation:
The above tables indicate that 47 percentage of the respondents were earning between
Rs. 50001 – 1, 00,000 per year. 27 percentage of the respondent‟s annual income between
Rs. 1,00,001 to 2,50,000. 16 percentage of the respondent‟s annual income are above
2, 50,000 and 10 percentage of the respondent‟s annual income is less than Rs. 50,000
Inference:
Majority (47%) of the respondents annual income is between Rs. 50,001 – 1, 00,000.
TABLE – 7
OCCUPATION OF THE RESPONDENTS
Sl.
No.
Occupation No. of respondents Percentage
1 Business 64 43
2 Professional 31 21
3 Student 11 27
4 Others (workers, drivers) 44 29
Total 150 100
Interpretation:
The above table reveals that 43 percentage of the respondents are business, 29
percentage of the respondents are in other category, 21 respondents are professional and 7
percentage of the respondents are students.
Inference:
Majority (43%) of the respondents are is business.
TABLE – 8
TYPE OF WATER PUMP SETS USED BY THE RESPONDENTS
Sl.
No.
Type of Water Pump sets No. of respondents Percentage
1 Normal Mono block 32 21
2 Jet Pump 36 24
3 Submersible Pump 42 28
4 Others (vertical, horizontal, centrifugal mono
bloc pump)
40 27
Total 150 100
Interpretation:
The table shows that 28 percentage of the respondents are using submersible type of
pumps. 27 percentage of the respondents are using other type of pumps, 24 percentage of the
respondents are using jet type of pumps and 21 percentage of the respondents are using
normal mono-block type of pumps
Inference:
Majority (28%) of the respondents are using submersible type of water pumpsets.
TABLE – 9
SATISFACTION LEVEL OF THE RESPONDENTS
Sl.
No.
Satisfaction Level No. of respondents Percentage
1 Highly satisfied 82 55
2 Satisfied 27 18
3 Neither satisfied nor dissatisfied 14 9
4 Dissatisfied 15 10
5 Highly Dissatisfied 12 8
Total 150 100
Interpretation:
The table shows that 55 percentage of the respondents are highly satisfied, 18
percentage of the respondents are satisfied, 10 percentage of the respondents are dissatisfied,
9 percentage of the respondents are Neither satisfied nor dissatisfied, and 8 percentage of the
respondents are highly dissatisfied about Deccan pump sets.
Inference:
Majority (55%) of the respondents are highly satisfied about Deccan pump sets.
TABLE – 10
NO. OF YEARS OF USAGE (DECCAN PUMPSETS)
Sl.
No.
Usage of Water Pump No. of respondents Percentage
1 Below 1 year 28 19
2 Between 1 – 2 years 32 21
3 Between 2 – 5 years 15 10
4 Between 5 – 10 years 39 26
5 More than 10 years 36 24
Total 150 100
Interpretation:
The table shows that 26 percentage of the respondents are using Deccan pump sets for
the past 5 – 10 years, 24 percentage of the respondents are using Deccan pump sets for more
than 10 years, 21 percentage of the respondents are using Deccan pump sets for the past 1 – 2
years, 19 percentage of respondents are using below 1 years and 10 percentage of
respondents are using for 2 – 5 years.
Inference:
Majority (26%) of the respondents are using Deccan pump set for past 5 – 10 years.
TABLE – 11
MODE OF PAYMENT BY THE RESPONDENTS
Sl.
No.
Mode of Payment No. of respondents Percentage
1 Cash 83 55
2 Loan 67 45
Total 150 100
Interpretation:
The table shows that 55 percentage of the respondents have purchased the water pump
sets through cash purchase, and 45 percentage of the respondents have purchased through
loan.
Inference:
Majority (55%) of the respondents have purchased the water pumps by ready cash.
TABLE – 12
SOURCE OF PURCHASE BY THE RESPONDENTS
Sl.
No.
Source of Purchase No. of respondents Percentage
1 Dealers 50 33
2 Company outlet 67 45
3 Others(local agent, used pumps) 33 22
Total 150 100
Interpretation:
The table indicates that 45 percentage of the respondents have purchased the Deccan
water pumpset through company outlet and 33 percentage of the respondents have purchased
from dealers. 22 percentage of the respondents have purchased from local agents.
Inference:
Majority (45%) of the respondents have purchased the water pumps from company
outlet.
TABLE – 13
USAGE OF THE WATER PUMPSETS BY THE RESPONDENTS
Sl.
No.
Purpose of Water pump No. of respondents Percentage
1 Industrial purpose 33 22
2 Agricultural purpose 27 18
3 Construction purpose 38 25
4 Domestic purpose 42 28
5 Others(service station, local workshops) 10 7
Total 150 100
Interpretation:
The above table shows that 28 percentage of the respondents are using water pump
sets for domestic purpose, 25 percentage of respondents are using for construction purpose,
22 percentage of the respondents are using for industrial purpose, 18 percentage of the
respondents are using for agricultural purpose and 7 percentage of the respondents are using
for other purpose.
Inference:
Majority (28%) of the respondents are using the water pumps for domestic purpose.
TABLE – 14
PROBLEM FACED FROM DECCAN WATER PUMPSETS
Sl.
No.
Problem from Water Pump No. of respondents Percentage
1 Yes 72 48
2 No 78 52
Total 150 100
Interpretation:
The above table shows that 52 percentage of the respondents do not face any problem.
48 percentage of the respondents face problem with water pumpsets.
Inference:
Majority (52%) of the respondents are not facing any problem to their water pumps.
TABLE – 15
SATISFACTION ABOUT SERVICE CENTER
Sl.
No.
Satisfied with Service No. of respondents Percentage
1 Yes 95 63
2 No 55 37
Total 150 100
Interpretation:
The table shows that 63 percentage of the respondents are satisfied with sevice center,
37 percentage of the respondents are not satisfied with the service center.
Inference:
Majority (63%) of the respondents are satisfied with service center.
TABLE – 16
RECOMMENDATION TO OTHERS
Sl.
No.
Recommendation to Others No. of respondents Percentage
1 Yes 91 61
2 No 59 39
Total 150 100
Interpretation:
The table shows that 61 percentage of the respondents say that they will recommend
the Deccan Pump sets to others and 39 percentage of the respondents say that they will not
recommend Deccan pumpsets to others.
Inference:
Majority (61%) of the respondents are saying that they will recommend the Deccan
pumpsets to others.
TABLE – 17
MEDIA INFLUENCED BY THE RESPONDENTS
Sl.
No.
Media Influenced No. of respondents Percentage
1 Television 27 18
2 Hoardings / Posters 32 21
3 Newspapers / Journals 48 32
4 Trade fair / exhibition 30 20
5 Others(friends, word of mouth) 13 9
Total 150 100
Interpretation:
The table reveals that 32 percentage of the respondents have been influenced by
advertisement in Newspapers / journals. 21 percentage of the respondents have been
influenced by advertisements in the Hoardings / posters, 20 percentage of the respondents
have been influenced advertisement in Trade Fair/ exhibition, 18 percentage of the
respondents have been influenced advertisements in televisions, 9 percentage of the
respondents have been influenced advertisements in others.
Inference:
Majority (32%) of the respondents have been influenced by Newspapers/journals.
TABLE – 18
NEED FOR TOLL FREE NUMBER
Sl.
No.
Recommending the Toll Free Number No. of respondents Percentage
1 Yes 93 62
2 No 57 38
Total 150 100
Interpretation:
The table shows that 62 percentage of the respondents needs toll free number for
reporting failure/complaints, 38 percentage of the respondents do not want the toll free
number for reporting failure complaints.
Inference:
Majority (62%) of the respondents needs a toll -free number for their complaints.
TABLE – 19
RESPONDENTS AWARENESS ABOUT DUPLICATE WATER PUMP
Sl.
No.
Aware About Water Duplicate Pump No. of respondents Percentage
1 Yes 62 41
2 No 88 59
Total 150 100
Interpretation:
The table reveals that 59 percentage of the respondents are not aware about the
duplicate water pumpsets in the market, 41 percentage of the respondents are aware about the
duplicate water pump in the market.
Inference:
Majority (59%) of the respondents are not aware about the duplicate water pump sets
in the market.
TABLE – 20
RESPONDENTS AWARENESS ABOUT COMPETITORS
Sl.
No.
Aware About Competitors No. of respondents Percentage
1 Sugana 22 15
2 Texmo 38 25
3 CRI 41 27
4 Sharp 24 16
5 Others(Bestpumps, Sigmapumps,etc) 25 17
Total 150 100
Interpretation:
The table shows that 27 percent of the respondents aware about the CRI Pumps, 25
percentages of respondents are aware about Texmo pumps, 17 percentage respondents are
aware about the other water pumpsets. 16 percentage of respondents are aware about the
sharp pumps, 15 percentage of the respondents are aware about Suguna Pumps.
Inference:
Majority (27%) of the respondents aware about CRI pumps.
Ranking method:
Ranking techniques is used to determine the consolidated ranking too
many characteristics. The ranking method is ranked to find out the respondents‟
priority towards the factors they consider most. Highest score indicates higher
rank.
TABLE-21
RANKING ACCORDING TO THE PURCHASING DECISION
Factors Ranking Total
Score
Rank
1(5) 2(4) 3(3) 4(2) 5(1)
Price 25*5 10*4 6*3 3*2 5*1 196 VII
Quality 8 24 10 11 3 191 VIII
Advertisement 13 13 30 8 7 243 V
Brand Name 24 20 7 29 14 293 IV
After Sales
Service
33 28 48 12 6 451 I
Warranty 27 39 10 6 15 348 III
Power
Consumption
18 25 36 47 9 401 II
Friends
Opinion
25 3 9 27 17 223 VI
Exchange
Offers
7 9 2 2 22 90 X
Easy
Availability
9 12 3 2 5 115 IX
S.No Factors Total score Rank
1 Price 196 VII
2 Quality 191 VIII
3 Advertisement 243 V
4 Brand Name 293 IV
5 After sales Service 451 I
6 Warranty 348 III
7 Power consumption 401 II
8 Friend‟s Opinion 223 VI
9 Exchange Offers 90 X
10 Easy Availability 115 IX
Interpretation:
From the above table once infer that factor “after sales service” scored the highest
point (451) and ultimately ranked I .this followed by the factors price, quality,
Advertisement, brand name, warranty, power consumption, friends opinion, exchange offers,
easy availability.
LIKERT – TYPE SCALES (SUMMATED SCALES)
In a likert, scale the respondent is asked to respond to each of the statements in terms
of several degrees. Usually five degrees of agreement.
For example:
When asked to express opinion whether one considers his job satisfaction of the
respondents may respond in any one of the following ways
i. Highly Satisfied
ii. Satisfied
iii. Neutral
iv. Dissatisfied
v. Highly dissatisfied
We find that these five points constitute the given statement and at the other, strong
disagreement, and between them lie intermediate points. We may illustrate this as under.
Each point on the scale carries a score. Response indicating the least favourable
degree of job satisfaction is given the least score (say 1) and the most favourable is given
the highest score (say 5).
Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
Procedure:
The procedure for developing a likert type scale is as follows:
i. As a first step, the researcher collects a large number of statements which are
relevant to the attitude being studied and each of the statements expresses define
favorableness or unfavorableness to a particular point of view or the attitude and
that the number of favorable and unfavorable statement is approximately equal.
ii. After the statements have been gathered a trial test should be administered to a
number of subjects. In other words, a small group of people from those who are
going to be studied finally, are asked to indicate their response to each statement
by checking one of the categories of agreement or disagreement using a five point
scale as stated above.
iii. The response to various statements are scored in such a way that a response
indicative of the most favorable attitude is given the highest score of 5 and that
with the most unfavorable attitude is given the highest score of 5 and that with the
most unfavorable attitude is given the lowest score, say of 1
iv. Then the total score of each respondent is obtained by adding his scores that he
received for separate statements.
v. The next step is to array these total scores and find out those statements which
have a high discriminatory power for this purpose, the researcher may select some
part of the highest and the lowest total scores say the top 25 % and the bottom 25
%. These two the least favourable attitudes and are used as criterion groups by
which to evaluate individual statements. This way we determine which statements
consistently correlate with low favorability and which with high favorability.
Only those statements that correlate with the total test should be retained in
the final instrument and all other must be discarded from it.
TABLE-22
RESPONDENTS SATISFACTION LEVEL WITH THE WATERPUMPSETS
Level of
satisfaction
No. of
respondents(x)
Likert’s
scale(f) Total score (fx)
Likert’sscale
value (fx/100)
Highly satisfied 82 5 410 4.1
Satisfied 27 4 108 1.08
Neither satisfied
nor dissatisfied 14 3 42 .42
Dissatisfied 15 2 30 .3
Highly dissatisfied 12 1 12 .12
Total 150 602 6.02
Interpretation:
From the above table shows that (4.1) Likert‟s scale value of respondents are highly
satisfied, (1.08) Likert‟s scale value of respondents satisfied, (.42) Likert‟s scale value of
respondents neutrally satisfied, (.3) Likert‟s scale value of respondents are dis satisfied, (.12)
Likert‟s scale value of respondents are highly dissatisfied. With the overall satisfaction of
pumpsets.
Likert’ scale:
4.1 Which is greater than the mean value 3; show that respondents are highly
satisfaction with Deccan pumpsets
CHI-SQUARE TEST
Chi-square is also one of the tests for judging the significance of a sampling data. It
was developed by Kart Person. Symbolically written as X2 with the help of which it is
possible to assess the significance of the difference between the observed frequency and the
expected frequency obtained from sum hypnotically universe.
Chi-square test is calculated with the help of the following formula.
(0-E) 2
χ2 =
E
Where
O - Observed Frequency
E - Expected Frequency
If the calculated chi-square value equal to or exceeds the table value, the difference
between the observed and expected frequency is taken as significant but if the table value
greater than the calculated value of chi-square than the differences between the observed and
expected frequency is considered in-significant.
Conditions for Application of Chi-Square Test:
The following conditions should be satisfied before the test can be applied
1.All items in the same must be independent
2.No group should contain very few group items say less than 10.
3.The overall no of item (N) must be recently large at least 50.
4.The constraints must be linear.
Steps Involved in Applying Chi-Square Test:
1. Calculate expected frequency. In general, they expect frequency for any cell can be
calculated from the following equations.
RT × CT
E=
N
Where E = Expected Frequency
RT = Row Total
CT = Column Total
N = Total Number of Observation
2. Take the differences between observed and expected frequency and obtain the
squares of these differences
(0-E) 2
3. Divide the value of (0-E)2 obtained in step2 by the respective frequency obtain the
total
(0-E)2
E
The calculated value of x2 (Greek word) is compared with a table value of chi-square
for given degrees of freedom at a certain specified level of significant.
If a stated level generally 5% level is selected, the calculated value of x2
is more than
the table value of x2
the difference between theory and observation is considered to be
significant. If on the other hand the calculated value of x2
is less than the table value the
difference between theory and observation is not considered as significant.
χ2
= Σ
TABLE-23
OVERALL SATISFACTION AND ASSOCIATION WITH DECCAN PUMPSETS
Null Hypothesis:
There is no significant relationship between the level of satisfaction of customers and
the association with Deccan pumpsets.
Alternative Hypothesis:
There is a significant relationship between the level of satisfaction of customers and
the association with Deccan pump sets.
Years Level Of Satisfaction
Highly
Satisfied
Satisfied Neutral Dis
Satisfied
Highly
Dissatisfied
Total
Below 1
Year
16 1 5 4 2 28
1-2
Year
20 8 1 1 2 32
2-5
Year
2 5 2 3 3 15
5-10
Year
22 7 3 3 4 39
More
Than
10year
22 0 3 4 1 36
Total 82 27 14 15 12 150
Observation Table:
O
E
O-E
O-E2
(O-E2)
/E
16 15 1 1 0.67
1 5 -4 16 3.2
5 3 2 4 1.33
4 3 1 1 0.33
2 2 0 0 0
20 17 3 9 0.52
8 6 2 4 0.66
1 3 -2 4 1.33
1 3 -2 4 1.33
2 3 -1 1 0.33
2 8 -6 36 4.5
5 3 2 4 1.33
2 1 1 1 1
3 1 2 4 4
3 1 2 4 4
22 21 1 1 0.047
7 7 0 0 0
3 4 1 1 0.25
3 4 1 1 0.25
4 3 -1 1 0.33
22 20 2 4 5
0 6 -6 36 6
3 3 0 0 0
4 4 0 0 0
1 3 -2 4 1.33
TOTAL
37.737
Calculation value:
χ 2
= (O-E)2
E
Degrees of Freedom:
V = (r-1) (c-1)
(5-1) (5-1)
(1) (4)
4
2 Result:
Calculated 2
value = 37.737
Degree of Freedom = 4
Table Value = 26.29
Level of significance = 5%
37.737 > 26.29
Conclusion:
Since 2
calculated value is greater than 2
table value, we accept alternative
hypothesis, Reject the null hypothesis.
TABLE-24
PROBLEM OF THEPUMPSETS AND SATISFACTION LEVEL OF SERVICE
CENTRE
Null hypothesis:
There is no significant relationship between association between the problem of the
pump set factor of the respondents and the overall satisfaction with service centre.
Alternative Hypothesis:
There is a significant relationship between association between the problem of the
pump set factor of the respondents and the overall satisfaction with service centre.
Problem factors Satisfaction Level Of Service Centre Total
Yes No
Yes 66 29 95
No 6 49 55
Total 72 78 150
Observation table:
O E O-E (O-E)2
(O-E)2/E
66 46 20 400 8.69
29 49 20 400 8.16
6 26 20 400 15.38
49 29 20 400 13.79
TOTAL 46.02
Calculation value:
χ 2
= (0-E) 2
E
Degrees of Freedom:
V = (r-1) (c-1)
(2-1) (2-1)
(1) (1)
1
2 Result:
Calculated 2
value = 46.02
Degree of Freedom = 1
Table Value = 3.84
Level of significance = 5%
46.02>3.84
Conclusion:
Since 2
calculated value is greater than 2
table value, we accept alternative
hypothesis, so reject the null hypothesis.
CHAPTER-V
FINDINGS AND INFERENCES
Majority (36%) of the respondents belong to the age group of 31 – 40 years.
Majority (78%) of the respondents are male.
Majority (61%) of the respondents are married.
Majority (39%) of the respondent‟s family consist of 3 – 5 members.
Majority (33%) of the respondents are graduates.
Majority (47%) of the respondent‟s annual income is between Rs. 50,001 – 1, 00,000.
Majority (43%) of the respondent‟s is business men.
Majority (28%) of the respondents are using submersible type of pump sets.
Majority (55%) of the respondents are highly satisfied with Deccan pump sets.
Majority (26%) of the respondents are using Deccan pump set for the past 5 – 10
years.
Majority (55%) of the respondents have purchased the water pumps by ready cash.
Majority(45%) of the respondents have purchased the water pumps from company
outlets
Majority (28%) of the respondents are using of water pump sets for domestic purpose
Majority (45%) of the respondents are purchasing the water pumps from company
outlet.
Majority (28%) of the respondents are using the water pumps for domestic purpose.
Majority (52%) of the respondents are says that there is no problem to their Deccan
water pumps.
Majority (63%) of the respondents are satisfied with Deccan Service centre
Majority (61%) of the respondents are saying that they will recommend the Deccan
pump sets to others.
Majority (32%) of the respondents have been influenced by Advertisements in
Newspapers/ journals.
Majority (62%) of the respondent need the toll free number for their failure and
complaints
Majority (59%) of the respondents are not aware about the duplicate water pump sets
in the market.
Majority (27%) of the respondents aware about CRI pumps
CHAPTER-VI
RECOMMENDATION
The company shall emphasis on differentiation strategy to bring differentiation to the
brand.
The company shall re-work its promotion strategy to establish as a quality, brand.
More number of outlets is shall be opened to attract the consumers.
Company can provide offer like giving gold coin, reduction in price to increase the
sales.
Advertisement about Deccan pump sets shall be given in the FM radios, and other TV
channels.
Most of the respondents are complaining about the service the Company shall
improve the quality of service.
Most of the respondents says the company shall improve the man power, more service
outlets etc.
The company shall improve the lifetime of the pump sets.
The company shall increase the capacity with less Voltage.
The company shall motivate the customers to increase their sales.
Most of our customers are inviting new models of motors and pump sets accepting
like solar.
CHAPTER-VII
CONCLUSION
From the research work done in Deccan pump sets, the researcher come to a
conclusion that the customer are satisfied with pump sets. But they are having some
dissatisfaction.
The management of the Deccan pump sets should take necessary steps to solve this
problem. If they do so, that will increase they satisfaction level of the customers.
In today‟s scenario, customer is the king because he has got various choices around
him. If you are not capable of providing him the desired result he will definitely switch over
to the other provider.
Therefore to survive in this cutthroat competition, you need to be the best. Customer
is no more loyal in today‟s scenario, so you need to be always on your toes. We feel that
there is cut-throat competition between CRI, Suguna and Texmo so to be on top of mind of
the customers they need to do something outstanding every time.
A STUDY ON “CUSTOMER’S SATISFACTION OF DECCAN
PUMPSETS IN COIMBATORE CITY.”
QUESTIONNAIRE
I am K.S.RAJESH KUMAR, II yr MBA student studying in RVS College of
Engineering and Technology. As a part of my curriculum, I am undergoing a
project work on A STUDY ON “CUSTOMER’S SATISFACTION OF
DECCAN PUMPSETS IN COIMBATORE CITY”. Please help me in
collecting the data and I assure you that these details will be kept confidential.
1. Name of the respondents:
2. Age of the respondents:
a) Below 20 years b) 21 to 30 years c) 31 to 40 years
d) 41 to 50 years e) Above 50 years
3. Gender:
a) Male b) Female
4. Marital status:
a) Married b) Unmarried
5. Size of Family?
a) Below 3 b) 3-5 c) 5-7 d) above 5-7
6. Land holdings:
7. Educational qualification:
a) SSLC b) H.S.C c) Diploma
d) Graduate e) Illiterate
8. Annual income:
a) less than Rs.50000 b) Rs.50001 – 100000 c) Rs.100001 - 250000
d) Above Rs.250000
9) Occupation
a) Business b) Professional c) Student
d) Others (specify)……………………
10. Which type of water pump are you using?
a) Normal monoblock b) Jet pump c) Submersible pump
d) Others (specify)……………………
11. Are you satisfied with the water pump that you are using?
a) Highly Satisfied b) Satisfied c) neutral
d) Dissatisfied e) Highly Dissatisfied
12. For how long have you been using the water pump?
a) Below 1 year b) 1-2 years c) 2-5 years
d) 5 - 10 years e) More than 10 years
13. What mode of payment did you opt?
a) Cash b) loan
14. From where did you purchase the water pump?
a) Dealers b) Company out let c) Others (specify)…………..
15. The water pump is being used for
a) Industrial purpose b) Agricultural purpose c) Construction purpose
d) Domestic purpose e) Others(specify)………………
16. Motor capacity and usage in hours per day?
………….. (HP) ……… (Hrs)
17. Have you had any problem with the pumpset?
a) Yes b) No
18. Are you satisfied with proximity of the service center?
a) Yes b) No
19. Please rank any 5 factors that affect your purchasing decision of a pumpsets
Factors Rank
Price
quality
advertisement
Brand name
After sales service
warranty
Power consumption
Friends opinion
Exchange offers
Easy availability
20. Would you recommend this product to someone else?
a) Yes b) No
21. Which advertisement medium do you think has influenced your purchasing
decision?
a) Television b) Hoardings/posters c) Newspapers/journals
d) Trade fairs/exhibition e) others (specify)………………
22. Would you like to have a toll free number to report the failure to the
company?
a) Yes b) No
23. Are you aware about the availability of duplicate water pump?
a) Yes b) No
24. Are you aware of the following water pump sets manufacturer? Please tick
a) Suguna b) Texmo c) CRI
d) Sharp e) others (specify)……………
25. Give your opinion about pump sets in Coimbatore city
..................................................................................................................................
Thanking you for sparing your valuable time
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Tt±V LÚjRônÜ, úLôûY
®]ôjùRôPo
Gu ùTVo Wôú_v ÏUôo. Sôu CWiPôm BiÓ Gm.©.H.
T¥l× Bo.®.Gv. ùTô±«Vp Utßm ùRô¯p ÖhT Lpí¬«p
T«p¡ú\u. G]Õ T¥l× NmTkRUôL úLôûYdÏ EhThP ùPdLôu
Tm× ùNhÓ ¨ßY]j§u Yô¥dûLVô[o §Úl§ûV
LÚjRônÜ ùNn¡ú\u. AR]ôp ùPdLôu ¨ßY]jûR Tt±V
§Úl§ûV ReL[Õ LÚjÕdLû[Ùm RôÚeLs. CkR ®YWeLs
Aû]jÕm WL£VUôL ûYjÕd ùLôs¡ú\u Guß EߧV°d¡ú\u.
1. ùTVo :
2. YVÕ :
B. 20 YVÕdÏ Ïû\Ü B. 21 ØRp 30 YVÕ
C. 31 ØRp 40 YVÕ D. 41 ØRp 50 YVÕ
E. 50 YVÕdÏ úUp
3. Tô]m :
A. Bi B. ùTi
4. §ÚUQm B]YWô / BLôRYWô? :
5. ÏÓmT SToL°u Gi¦dûL? :
A. 3 SToLÞdÏ Ïû\Ü B. 3 ØRp 5 STo
C. 5 ØRp 7 STo D. 7 STÚdÏ úUp
6. ¨X CÚl×:
7. Lp®j Rϧ :
A. 10m YÏl× B. 12m YÏl×
C. ùRô¯t Lp® D. Lpí¬ T¥l×
E. T¥lT±®pûX
8. YÚP YÚUô]m:
A. 50,000 jÕdÏ Ïû\Ü B. 50,001 ØRp 1,00,000 YûW
C. 1,00,000 ØRp 2,50,000 YûW D. 2,50,000 jÕdÏ úUp
9. ùRô¯p :
A. ùNôkR ùRô¯p B. úYûX
C. Lp® T«pTYo D. CRW ùRô¯p (ϱl©ÓL..............)
10.GkR YûLVô] Tml ùNhLs ETúVôLlTÓjÕ¡ÈoLs?
A. NôRôWQ úUô]ô l[ôd B. ù_h Tml
C. BrÏZôn Tm×Ls D. CRW YûL (ϱl©ÓL..............)
11. RtùTôÝÕ ETúVôLlTÓjÕm ùPdLôu Tml ùNhLs EeLÞdÏ
§Úl§V°d¡\Rô?
A. ªLÜm §Úl§ B. §Úl§
C. §Úl§«ûX. D. ªLÜm §Úl§«pûX
12. GjRû] BiÓL[ôL ùPdLôu Tm×Ls ETúVôLlTÓjÕ¡ÈoLs?
A. 1 YÚPj§tÏs B. 1 ØRp 5 YÚPm
C. 5 ØRp 10 YÚPm D. 10 YÚPj§tÏ úUp
13. GkR YûLVôL ¿eLs ùLôsØRp ùNn¾oLs?
A. ùWôdLUôL B. RYûQ Øû\«p
14. Tm× ùNhÓLs GeÏ ùLôsØRp ùNn¾oLs?
A. ®²úVôLvRoLs B. ùRô¯tNôûX«p
C. CRW ®tTû] ûUVm (ϱl©ÓL..................................)
15. ¿eLs ETúVôLlTÓjÕm Tm× ùNhÓLs GkR úRûYLÞdLôL
ETúVôLl TÓjÕ¡ÈoLs?
A. ùRô¯tNôûX úRûYLÞdÏ B. ®YNôV úRûYdÏ
C. Lh¥PúRûYdÏ D. ÅhÓj úRûYdLôL
E. CRW ETúVôLm (ϱl©ÓL.................................)
16. ¿eLs ETúVôLlTÓjÕm Tml ùNh¥u §\u Utßm úSWm (Sôs
JußdÏ)
...........................§\u.......................úSWm
17. EeLs Tm× ùNh¥p HúRàm TÝÕs[RôL EQokÕ EsÇoL[ô?
A. Bm. B. CpûX
18. EeLÞdÏ RtùTôÝÕ Es[ NoÅv ùNuPo §Úl§LWUôL
Es[Rô?
A. Bm B. CpûX
19. GjRûLV LôW¦Ls A¥lTûP«p Tm×ùNhÓLs úRoÜ
ùNn¡ÈoLs? (IkÕ UhÓm)
LôW¦Ls U§l×
®ûX
RWm
®[mTWm
ùRô¯p £u]m
®tTû]dÏ ©u úNûY
YôdÏߧ
ªuNôW úNªl×
SiToLs LÚjÕ
TûZVÕdÏ ×§V NÛûL
20. úYù\ôYÚdÏ CkR Tm× ùNhûP £Tô¬Ñ ùNnÅoL[ô?
A. Bm B. CpûX.
21. GkR YûLVô] ®[mTWj§u êXm ùPdLôu CuPvhÃûN
A±k¾oLs?
A. ùRôûXdLôh£ ®[mTWm B. ÑYùWôh¥Ls / TûXûLLs
C. ùNn§jRôs / YôW TjR¬dûL. D. ùRô¯t LiLôh£
E. CRW ®[mTWm (ϱl©ÓL...............................)
22. CXYN NoÅv úNûY úTôu SmTo úYiÓUô?
A. Bm B. CpûX
23. ¿eLs CRW ùY°fNkûR Tml ùNhLs Tt± A±ÅoL[ô?
A. Bm B. CpûX
24. CYt±p HúRàm LmùT² Tml ùNh Tt± A±kÕsÇoL[ô?
A. ÑÏQô B. ùPdvúUô
C. £.Bo.I. D. Nôol
E. CRW LmùT² (ϱl©ÓL........................)
25. ùPdLôu Tml ùNh¥u RWm Tt±V EeLs LÚjÕ
....................................................................................................................
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JjÕûZl×dÏ Su±
BIBLIOGRAPHY
1. Philip Kotler, (2002) Marketing Management, Person Education.
2. Kothari, C.R (2002) Research Methodology Method and Techniques.
3. Philip Kotler.(1998) Principles of Marketing,
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