Anurag Parasrampuria

8/6/2019 Anurag Parasrampuria

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CUSTOMER SATISFACTION SURVEYFOR THE CUSTOMERS OF

VECTRA SYSTEMS AND SOLUTIONS

A PROJECT REPORT

SUBMITTED TO THE

SCHOOL OF MANAGEMENT

In partial fulfillment of the requirements

For the award of the degree

of

MASTER OF BUSINESS ADMINISTRATION

ByANURAG PARASRAMPURIA

Register number 35103017

Under the guidance of

Miss. PRIYA KRISHNAN,Senior Lecturer

SRM SCHOOL OF MANAGEMENT

SRM INSTITUTE OF SCIENCE AND TECHNOLOGY

DEEMED UNIVERSITY

KATTANKULATHUR 603203

JUNE 2005


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BONAFIDE CERTIFICATE

Certified that this project titled Customer satisfaction survey is the bonafide work of Mr.

Anurag parasrampuria, who carried out the research under my supervision. Certified further that

to the best of my knowledge the work reported herein does not form part of any other project

(or) dissertation on the basis of which a degree (or) award was conferred on an earlier occasion on

this (or) any other candidate.

Internal guide Head of the Department

(Ms. PRIYA KRISHNAN, M.B.A) (Dr. JAYASHREE SURESH)

ABSTRACT

The title of the project CUSTOMER SATISFACTION SURVEY is done to

know the level of customers satisfaction for the customers of VECTRA SYSTEMS AND

SOLUTIONS. So the primary objective is to know the satisfaction level and there are several

secondary objectives as well which is to find the Market Potential for the company and Brand

Preference of customers.


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The survey was based on formal interview with the customers directly and the

responses are collected through questions. The sample size for this research is only 65

respondents and the city selected to do the survey is Chennai. The convenience sampling method

was adopted to conduct the survey.

The main aim of this study is to find out the level of customer satisfaction and

suggest them the means to improve the satisfaction level which will help them to increase there

sales.

During this survey it is found that 55% of the companies opine that the services

provided by VECTRA SYSTEMS AND SOLUTIONS are up to the satisfaction level from all

the aspects and also 29% of the companies opine that the services provided by VECTRA

SYSTEMS AND SOLUTIONS are good from all the aspects. So it is concluded that the

companies opines that the services are satisfactory.

It is also found that there is a huge market for the Laptops in the market because

of the technological improvement.

It is suggested to the company that the services provided by them are satisfactory

but they need to improve its level to increase there sales. It is possible only when they attend there

customers on time as and when they required by them. It is also suggested to provide offers to

there customers to attract them.


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Declaration

I, Anurag Parasrampuria, Register Number 35103017, a student of Final year, MBA, SRM

INSTITUTE OF MANAGEMENT STUDIES, S.R.M Engineering College, do hereby

declare that this project work entitled CONSUMER SATISFACTION SURVEY in partial

fulfillments of MBA Degree course of the SRM Deemed University is my original work.

Place:

Date: ANURAG PARASRAM PURIA

ACKNOWLEDGEMENT

I express my thanks to Prof. R Venkataramani, Principal, S.R.M Engineering College,

for providing me the opportunity of doing this project.

I would like to thank Dr. Jayshree Suresh, Dean, S.R.M Institute Of Management

Studies, for her constant encouragement.

I wish to place on my deep sense of gratitude to my guide Priya Krishnan, Faculty,

S.R.M Institute of Management Studies, for her valuable and scholarly guidance and whole

hearted encouragement for the completion of this project successfully.


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I extend my indictment to Mr. P.T. Venkkatesh, Head Sales and to Mr. M. Murali

Krishna, Manager Sales and also to my company guide Mr. C. Raja Sekar, Business

Development Executive VECTRA SYSTEMS AND SOLUTIONS.

I finally wish to thank sincerely to all who have helped me directly or indirectly in

completing my project work successfully.

Anurag Parasrampuria

TABLE OF CONTENTS

CHAPTER TITLE PAGE NO.

I INTRODUCTION 1

II STATEMENT OF THE PROBLEM 2

III OBJECTIVES OF THE STUDY 3

IV REVIEW OF LITERATURE 5

V RESEARCH METHODOLOGY &

LIMITATIONS OF THE STUDY 7

VI COMPANY PROFILE

VII ANALYSIS AND INTERPRETATIONS 18


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VIII SUMMARY OF FINDINGS 54

IX SUGGESTIONS 57

X CONCLUSION 58

APPENDIX

BIBLOGRAPHY 62

LIST OF TABLES

TABLE TITLE PAGE NO

1. The following table shows the number of

Companies having number of Desktops 18


Companies having number of Servers 20


Companies having number of Laptops 22

4. Table showing Brand preference for Desktops. 24

5. Table showing Brand preference for Servers 26

6. Table showing Brand preference for Laptops 28


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7. The following table shows the OperatingSystems followed by number of companies 30

8. Table showing Desktops purchased by various

Companies from VECTRA SYSTEMS 32

9. Table showing Servers purchased by various


10. Table showing Laptops purchased by various


11. Table showing level of Customer Satisfactionof VECTRA SYSTEMS Services 38

12. Table showing Grading of Response Timetaken by VECTRA SYSTEMS 40

13. Table showing Grading of Call Completionmade by VECTRA SYSTEMS 42

14. Table showing future plan of customers topurchase Desktops 44

15. Table showing future plan of customers topurchase Servers 46

16. Table showing future plan of customers topurchase Laptops 48

17. Table showing the relationship between service


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level, response time, and call completion made

by VECTRA SYSTEMS 50

18. Table showing the prediction for the sale ofDesktops in the year 2005 51

19. Table showing the prediction for the sale ofServers in the year 2005 52

20. Table showing the prediction for the sale ofLaptops in the year 2005 53

LIST OF FIGURES

FIGURE NO. TITLE PAGE NO.

1. Number of Desktops Company have 19

2. Number of Servers Company have 21

3. Number of Laptops Company have 23

4. Brand preference for Desktops 25

5. Brand preference for Servers 27

6. Brand preference for Laptops 29

7. Operating systems followed by customers of VECTRA SYSTEMS


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8. Number of Desktops purchased by various Companies 33

9. Number of Servers purchased by various Companies 35

10. Number of Laptops purchased by various Companies 37

11. Customer Satisfaction Level of Services 39

12. Grading of Response Time 41

13. Grading of Call Completion 43

14. Future plan of customers to purchase Desktops 45



CHAPTER I

INTRODUCTION

A project on the customer satisfaction survey has done to identify as to how much

customers of VECTRA SYSTEMS AND SOLUTIONS are satisfied with the service provided by

the VECTRA SYSTEMS in the present scenario and also it helps to build a database of the

customers which in turns help the company to grow relationship with their customers.

This survey in deed will help VECTRA SYSTEMS to improve their service levels

in the future, this will help them to know where exactly they need to improve (i.e.) in their service

provided to customers or in their response time taken to attend the customers or in time taken to

complete calls with their customers.


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This can also help to identify the brand preference among customers, so that

whenever the company approaches the customer he knows what exactly they are looking at which

will help them to serve their customers properly with minimum wastage of time.

CHAPTER II

STATEMENT OF THE PROBLEM

The company was started in the year 1995, this company deals in selling desktops,

servers and laptops they are the premier business partners of HP, IBM and HCL. An attempt has

been made in this study to find out the level of customers satisfaction towards the service

provided to customers and also to find the market potential for VECTRA SYSTEMS ANDSOLUTIONS among its customers in Chennai.

The questioner method was used to conduct this study. It was the need of

this project study to find ways and means to increase the satisfaction level of customers of

VECTRA SYSTEMS.

CHAPTER III

OBJECTIVES OF THE STUDY

Primary Objective:

The primary objective of this study is

To find the satisfaction level of the customers for the services provided by VECTRASYSTEMS.

Secondary Objective:

To build a customers database. To find the brand preference among the customers. To find the market potential.


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SAMPLE SCHEME

The sampling unit consists of 65 customers of VECTRA SYSTEMS AND

SOLUTIONS from Chennai.

The convenience sampling method was adopted for the study with a sample size

of 65 respondents, which are chosen in a convenient manner. In this a designated number of

sample units were selected deliberately or purposely depending upon the objectives of the inquirer

so that only the important items representing the true characteristics are included in the sample.

PERIOD OF STUDY

The study was conducted from the period from February 2005 to April 2005.

CHAPTER IV

REVIEW OF LITERATURE

In the present scenario companies are facing their toughest competition ever. It is

very necessary for any companies to change their philosophy from product and sales philosophy

to a marketing philosophy. All the companies are required to win their customers and outperform

their competitors; this can be done by doing a better job of meeting or exceeding customer

expectations.

In general, customer satisfaction is a customers feelings of pleasure of

disappointment resulting from comparing a products perceived performance in relation top his


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or her expectations. If the performance falls short of expectations, the customer is dissatisfied, if

the performance matches the expectations, the customer is satisfied and if it exceeds then he is

delighted.

There is a huge link between customer satisfaction and customer loyalty. Suppose

if he is not satisfied then he will shift to another vendor, if he is satisfied then he may shift to

another vendor if his offer is better and he will remain loyal only when he is delighted and fully

satisfied.

The customer builds their expectations only by their past buying experience,

friends and associates advice, and marketers and competitors information and promises. So the

companies need to raise expectations and delivering performance to match. So it is understood

that customers will buy from the firm that they see as offering the highest perceived value.

In the IT Industry lots of customers are buying assembled products rather than

branded, so the companies need to increase their expectations by giving proper information and

promising so that the customer will be bound to buy the branded products. There is no much

difference in the customer satisfaction for the customers of IT Industry and other Industries.

CHAPTER V

RESEARCH METHODOLOGY &LIMITATIONS OF THE STUDY

Research methodology

The research design followed for this research study is descriptive research which

attempts to determine the frequency with which something occurs or the relationship between

three phenomenons to identify the characteristics of certain Services. It is usually assumed that

these studies would have certain underlying characteristics of market or have some precise


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statements of research. Here emphasis would be on obtaining the relationship between Service

provided, Response Time taken and Call Completion made with the help of sample data.

Tools and Techniques

Following are the tools and techniques used in the study.

1. Multi-dimensional Scaling Technique2. Methods Of least square

Data collection method

Survey methods were adopted for this project. A survey consists of gathering data

by interviewing a limited number of Customers. A questionnaire was given to the respondent for

answering, with a view to gather accurate information. Structured undisguised questionnaire were

used to collect necessary data from customers. The questionnaire consists of various types of

questions such as multiple choice questions, open end and close end questions.

LIMITATIONS OF THE STUDY

The study subjected to the following limitations

Due to the time limit the study was limited to Chennai city only. The information supplied by the respondent may be biased. The researcher has no previous experience in the related field. The size of the population studied is small and therefore care should be taken in

extending the conclusions of the study.


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Scope of the study

The scope of the study gives a fair idea of the level of satisfaction among

customers of VECTRA SYSTEMS AND SOLUTIONS. It also tries to formulate and implement

effective measures to keep up the relationship with the Customers. The study can be taken as a

yardstick to measure the customers to remain loyal to this company. On the basis of this study

intentions of the customers could be drawn which would be useful for the company in future.

CHAPTER VII

DATA ANALYSIS AND INTERPRETATIONS

This core chapter consists of data analysis and Interpretations of the study.

Table No. 7.1

THE FOLLOWING TABLE SHOWS THE NUMBER OF COMPANIES HAVINGNUMBER OF DESKTOPS

Number of Number of PercentageDesktops companies (%)

1 to 5 2 3

5 to 10 10 15

11 to 15 5 8

16 to 20 7 11

More than 20 41 63

Total 65 100

Source : Primary Data


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Table No. 7.2

THE FOLLOWING TABLE SHOWS THE NUMBER OF COMPANIES HAVINGNUMBER OF SERVERS

Number of Number of PercentageServers companies (%)

1 to 5 32 49

5 to 10 20 31

11 to 15 5 8

16 to 20 2 3

More than 20 6 9

Total 65 100


Inference

From the above table it is found that 49% of companies have 1 to 5 Servers, 31%of companies have 5 to 10 Servers, 8% of companies have 11 to 15 Servers, 3% of companieshave 16 to 20 Servers and 9% of companies have more than 20 Servers.


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Figure 7.2

number of servers company have

32

20

5

2

6

0

5

10

15

20

25

30

35

1 to 5 5 to 10 11 to 15 16 to 20 more than 20

Y


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Table No. 7.3

THE FOLLOWING TABLE SHOWS THE NUMBER OF COMPANIES HAVINGNUMBER OF LAPTOPS

Number of Number of PercentageLaptops companies (%)

1 to 5 20 36

5 to 10 12 22

11 to 15 5 9

16 to 20 3 5

More than 20 15 28

Total 55 100


Inference

From the above table it is found that 36% of companies have 1 to 5 Laptops, 22%of companies have 5 to 10 Laptops, 9% of companies have 11 to 15 Laptops, 5% of companieshave 16 to 20 Laptops and 28% of companies have more than 20 Laptops.


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Figure 7.3

Number of Laptops company have

20

12

5

3

15

0

5

10

15

20

25

1 to 5 5 to 10 11 to 15 16 to 20 more than 20

y


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Table No. 7.4

TABLE SHOWING BRAND PREFERENCE FOR DESKTOPS

Name of Number of PercentageBrands companies (%)

IBM 16 25

HP 25 38

HCL 14 22

OTHERS 10 15

Total 65 100


Inference

From the above table it is found that 25% of companies prefer IBM Desktops,38% of companies prefer HP Desktops, 22% of companies prefer HCL Desktops, and 15% of

companies prefer OTHER BRANDS of Desktops.

Figure 7.4


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Name of the brand companies prefer for Desktops

0

5

10

15

20

25

30

Y

Y 16 25 14 10

IBM HP HCL OTHERS

Table No. 7.5


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Name of the brand companies prefer for Servers

0

5

10

15

20

25

30

35

40

y

y 15 35 6 9

IBM HP HCL OTHERS

Table No. 7.6

TABLE SHOWING BRAND PREFERENCE FOR LAPTOPS


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Name of Number of PercentageBrands companies (%)

IBM 25 46

HP 16 29

HCL 4 7

OTHERS 10 18

Total 55 100


Inference

From the above table it is found that 46% of companies prefer IBM Laptops, 29% of companiesprefer HP Laptops, 7% of companies prefer HCL Laptops, and 18% of companies prefer OTHERBRANDS of Laptops.

Figure 7.6


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Name of the brand companies prefer for Laptops

0

5

10

15

20

25

30

Series1

Series1 25 16 4 10

IBM HP HCL OTHERS

Table No. 7.7

THE FOLLOWING TABLE SHOWS THE OPERATING SYSTEMS FOLLOWED BYNUMBER OF COMPANIES


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Name of Operating Number of PercentageSystems companies (%)

Windows 98 12 18

Windows 2000 22 34

Windows XP Prof 20 31

Windows XP Home 5 8

Others 6 9

Total 65 100


Inference

From the above table it is found that 18% of companies follow Windows 98, 34%of companies follow Windows 2000, 31% of companies follow Windows XP Prof, 8% ofcompanies follow Windows XP Home and 9% of companies follow Other Operating Systems.

Figure 7.7

.


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Inference

From the above table it is found that 36% of companies bought 1 to 5 Desktops,34% of companies bought 5 to 10 Desktops, 16% of companies bought 11 to 15 Desktops, 6%of companies bought 16 to 20 Desktops, and 8% of companies bought more than 20 Desktops.

Figure 7.8

Number of companies bought Desktops from VECTRA SYSTEMS

1 to 5

5 to 10

11 to 15

16 to 20

More than 20


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Table No. 7.9

TABLE SHOWING SERVERS PURCHASED BY VARIOUS COMPANIES FROMVECTRA SYSTEMS


1 to 5 15 83

5 to 10 3 17

11 to 15 0 0

16 to 20 0 0

More than 20 0 0

Total 18 100

Source: Primary Data

Inference

From the above table it is found that 83% of companies bought 1 to 5 Servers and17% of companies bought 5 to 10 Servers.


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Figure 7.9

Number of companies bought Servers from VECTRA SYSTEMS

1 to 5

5 to 10

11 to 15

16 to 20

More than 20

Table No. 7.10TABLE SHOWING LAPTOPS PURCHASED BY VARIOUS COMPANIES FROMVECTRA SYSTEMS


1 to 5 17 685 to 10 2 811 to 15 2 816 to 20 1 4More than 20 3 12 Total 25 100



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Inference

From the above table it is found that 68% of companies bought 1 to 5 Laptops,8%of companies bought 5 to 10 Laptops, 8% of companies bought 11 to 15 Laptops, 4% ofcompanies bought 16 to 20 Laptops and 12% of companies bought more than 20 Laptops.

Figure 7.10

Number of companies bought Laptops from VECTRA SYSTEMS

1 to 5

5 to 10

11 to 15

16 to 20

More than 20


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Table No. 7.11

TABLE SHOWING LEVEL OF CUSTOMERS SATISFACTION OF VECTRASYSTEMS SERVICES

Level of Satisfaction Number of PercentageOf Services companies (%)

Bad 2 3

Satisfactory 40 62

Good 23 35

OTHERS 65 100


Inference

From the above table it is found that 3% of companies opine that the Servicesprovided are bad, 62% of companies opine that the Services provided are satisfactory and

35% of companies opine that the Services provided are good.

Figure 7.11


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Customers Satisfaction Level of Services

2

40

23

0

5

10

15

20

25

30

35

40

45

0 0.5 1 1.5 2 2.5 3 3.5

Series1

Table No. 7.12

TABLE SHOWING GRADING OF RESPONSE TIME TAKEN BY VECTRASYSTEMS

Grading of Number of PercentageResponse Time companies (%)

Bad 4 6

Satisfactory 42 65

Good 19 29

OTHERS 65 100


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Table No. 7.13

TABLE SHOWING GRADING OF CALL COMPLETION MADE BY VECTRASYSTEMS

Grading of Number of PercentageCall Completion companies (%)

Bad 2 3

Satisfactory 38 58

Good 25 39

OTHERS 65 100


Inference

From the above table it is found that 3% of companies opine that the CallCompletion made are bad, 58% of companies opine that the Call Completion made aresatisfactory and 39% of companies opine that the Call Completion made are good.

Figure 7.13


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Grading of Call Completion

2

38

25

0

5

10

15

20

25

30

35

40

0 0.5 1 1.5 2 2.5 3 3.5

Series1

Table No. 7.14

TABLE SHOWING FUTURE PLAN OF CUSTOMERS TO PURCHASE DESKTOPS

Number of Number of PercentageDesktops companies (%)

1 to 5 17 34

5 to 10 20 40

11 to 15 7 14

16 to 20 4 8

More than 20 2 4

Total 50 100


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Inference

From the above table it is found that 34% of companies have a future plan topurchase 1 to 5 Desktops, 40% of companies have a future plan to purchase 5 to 10 Desktops,14% of companies have a future plan to purchase 11 to 15 Desktops, 8% of companies have afuture plan to purchase 16 to 20 Desktops, and 4% of companies have a future plan to purchasemore than 20 Desktops.

Figure 7.14

Future plan of customers to purchase Desktops

17

20

7

4

2

0

5

10

15

20

25

0 1 2 3 4 5 6

Y


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Table No. 7.15

TABLE SHOWING FUTURE PLAN OF CUSTOMERS TO PURCHASE SERVERS


1 to 5 30 54

5 to 10 15 27

11 to 15 6 11

16 to 20 2 4

More than 20 2 4

Total 55 100


Inference

From the above table it is found that 54% of companies have a future plan topurchase 1 to 5 Servers, 27% of companies have a future plan to purchase 5 to 10 Servers, 11% ofcompanies have a future plan to purchase 11 to 15 Servers, 4% of companies have a future planto purchase 16 to 20 Servers, and 4% of companies have a future plan to purchase more than 20Servers.

Figure 7.15


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Future plan of customers to purchase Servers

2

38

25

0

5

10

15

20

25

30

35

40

0 1 2 3 4 5 6

Y

Table No. 7.16TABLE SHOWING FUTURE PLAN OF CUSTOMERS TO PURCHASE LAPTOPS


1 to 5 22 73

5 to 10 5 17

11 to 15 2 7

16 to 20 0 0

More than 20 1 3

Total 30 100


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Inference

From the above table it is found that 34% of companies have a future plan topurchase 1 to 5 Laptops, 40% of companies have a future plan to purchase 5 to 10 Laptops, 14%of companies have a future plan to purchase 11 to 15 Laptops, 8% of companies have a futureplan to purchase 16 to 20 Laptops, and 4% of companies have a future plan to purchase morethan 20 Laptops.

Figure 7.16

Future plan of customers to purchase Laptops

22

5

2

01

-5

0

5

10

15

20

25

0 1 2 3 4 5 6

Y


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Table No. 7.17

TABLE SHOWING THE RELATIONSHIP BETWEEN SERVICE LEVEL,RESPONSE TIME, AND CALL COMPLETION MADE BY VECTRA SYSTEMS -MULTI DIMENSIONAL SCALING TECHNIQUE

serserser


Inference

From the above table it is found that over 55% of the companies opines that theyare Satisfied in all the 3 aspects which is Service levels, Response Time, CallCompletion made by VECTRA SYSTEMS.

It is also found that over 29% of companies opines that they the Servicesprovided by VECTRA SYSTEMS are Good.

Service Response Call completion

Level Time Bad Satisfactory Good

Bad Bad 1 1

Satisfactory

Good

Bad 1 1

Satisf Satisfactory 36 2

actory

Good

Bad

Good Satisfactory 4

Good 19


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So cumulatively 84% of the companies opines that the services of VECTRASYSTEMS are up to or above the Satisfaction levels

Table No. 7.18

TABLE SHOWING THE PREDICTION FOR THE SALE OF DESKTOPS IN THEYEAR 2005 METHODS OF LEAST SQUARE

Year Sales (Y) Deviations(X) XY X22001 525 - 1.5 - 787.5 2.252002 490 - 0.5 - 245.0 0.252003 540 0.5 270.0 0.252004 630 1.5 945.0 2.25 Total 2185 0.0 182.5 5.00

The equation of straight line trend is y = a + bx ------- (1)

Where,

a = Total of Y / n

b = Total of XY / Total of X2

n (number of years) = 4

So, a = 2185/4 = 546.25

b = 182.5/5 = 36.5

To predict the sales of 2005 we can substitute a & b in equation (1)

Here x = 2.5 (deviations)

Y = a + bx

Y = 546.25 + 36.5(2.5)Y = 546.25 + 91.25Y = 638 (round of)

Inferences

From the above calculations we can predict the sale of Desktops for the year 2005which will be 638 units.


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Table No. 7.19

TABLE SHOWING THE PREDICTION FOR THE SALE OF SERVERS IN THEYEAR 2005 METHODS OF LEAST SQUARE



Where,

a = Total of Y / n



So, a = 867 /4 = 216.75

b = 101.5/5 = 20.3



Y = a + bxY = 216.75 + 20.3(2.5)Y = 216.75 + 50.75

Y = 268 (round of)

Inferences

From the above calculations we can predict the sale of Servers for the year 2005which will be 268 units.


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Table No. 7.20

TABLE SHOWING THE PREDICTION FOR THE SALE OF LAPTOPS IN THEYEAR 2005 METHODS OF LEAST SQUARE



Where,

a = Total of Y / n



So, a = 3163/4 = 790.75

b = 805.5/5 = 161.1



Y = a + bxY = 790.75 + 161.1(2.5)Y = 546.25 + 402.75Y = 1194 (round of)

Inferences

From the above calculations we can predict the sale of Laptops for the year 2005which will be 1194 units.


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CHAPTER VIII

SUMMARY OF FINDINGS

Findings

It is found that out of 65 companies, 3% of companies have 1 to 5 Desktops, 15% ofcompanies have 5 to 10 Desktops, 8% of companies have 11 to 15 Desktops, 11%ofcompanies have 16 to 20 Desktops and 63% of companies have more than 20 Desktops.

It is found that out of 65 companies, 49% of companies have 1 to 5 Servers, 31% ofcompanies have 5 to 10 Servers, 8% of companies have 11 to 15 Servers, 3% ofcompanies have 16 to 20 Servers and 9% of companies have more than 20 Servers.

It is found that out of 55 companies, 36% of companies have 1 to 5 Laptops, 22% ofcompanies have 5 to 10 Laptops, 9% of companies have 11 to 15 Laptops, 5% ofcompanies have 16 to 20 Laptops and 28% of companies have more than 20 Laptops.

It is found that out of 65 companies, 25% of companies prefer IBM Desktops, 38% ofcompanies prefer HP Desktops, 22% of companies prefer HCL Desktops, and 15% ofcompanies prefer OTHER BRANDS of Desktops.

It is found that out of 65 companies, 23% of companies prefer IBM Servers, 54% ofcompanies prefer HP Servers, 9% of companies prefer HCL Servers, and 14% ofcompanies prefer OTHER BRANDS of Servers.

It is found that out of 55 companies, 46% of companies prefer IBM Laptops, 29% ofcompanies prefer HP Laptops, 7% of companies prefer HCL Laptops, and 18% ofcompanies prefer OTHER BRANDS of Laptops.

It is found that out of 65 companies, 18% of companies follow Windows 98, 34% ofcompanies follow Windows 2000, 31% of companies follow Windows XP Prof, 8% ofcompanies follow Windows XP Home and 9% of companies follow Other OperatingSystems.


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It is found that out of 50 companies, 36% of companies bought 1 to 5 Desktops, 34% ofcompanies bought 5 to 10 Desktops, 16% of companies bought 11 to 15 Desktops, 6% ofcompanies bought 16 to 20 Desktops, and 8% of companies bought more than 20

Desktops.

It is found that out of 18 companies, 83% of companies bought 1 to 5 Servers and 17%of companies bought 5 to 10 Servers.

It is found that out of 25 companies, 68% of companies bought 1 to 5 Laptops, 8% ofcompanies bought 5 to 10 Laptops, 8% of companies bought 11 to 15 Laptops, 4% ofcompanies bought 16 to 20 Laptops and 12% of companies bought more than 20Laptops.

It is found that only 3% of companies opine that the Services provided are bad, 62% ofcompanies opine that the Services provided are satisfactory and 35% of companies opinethat the Services provided are good.

From the above table it is found that only 6% of companies opine that the Response timetaken are bad, 65% of companies opine that the Response time taken are satisfactory and29% of companies opine that the Response time taken are good.

From the above table it is found that only 3% of companies opine that the CallCompletion made are bad, 58% of companies opine that the Call Completion made are

satisfactory and 39% of companies opine that the Call Completion made are good.

It is also found that over 55% of the companies opine that they are Satisfied in all the 3aspects which is Service levels, Response Time, Call Completion made by VECTRASYSTEMS.

It is also found that over 29% of companies opine that they the Services provided byVECTRA SYSTEMS are good.

So cumulatively 84% of the companies opine that the services of VECTRA SYSTEMSare up to or above the Satisfaction levels.

It is found that 34% of companies have a future plan to purchase 1 to 5 Desktops, 40%of companies have a future plan to purchase 5 to 10 Desktops, 14% of companies have afuture plan to purchase 11 to 15 Desktops, 8% of companies have a future plan topurchase 16 to 20 Desktops, and 4% of companies have a future plan to purchase morethan 20 Desktops.


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It is found that 54% of companies have a future plan to purchase 1 to 5 Servers, 27% ofcompanies have a future plan to purchase 5 to 10 Servers, 11% of companies have afuture plan to purchase 11 to 15 Servers, 4% of companies have a future plan to purchase

16 to 20 Servers, and 4% of companies have a future plan to purchase more than 20Servers.

It is found that 34% of companies have a future plan to purchase 1 to 5 Laptops, 40% ofcompanies have a future plan to purchase 5 to 10 Laptops, 14% of companies have afuture plan to purchase 11 to 15 Laptops, 8% of companies have a future plan topurchase 16 to 20 Laptops, and 4% of companies have a future plan to purchase morethan 20 Laptops.

CHAPTER IX

SUGGESTIONS

At present most of the customers are Satisfied with the Services of VECTRA SYSTEMSbut effort should be made to increase there Satisfaction level by giving more efforts to

attend them on time.

It is found that Customers of VECTRA SYSTEMS are very happy with the Callcompletion made by them but it is not the case for the Response Time, so they need to

concentrate on this aspect.

It is also found during the survey that the Old Customers of VECTRA SYSTEMS are notsatisfied with the service of VECTRA SYSTEMS, so efforts should be taken to increase

there satisfaction level by attending them again and build a relationship with them in

future.

It is also found that most of the companies prefer assembled products so a customerawareness program should be conducted so that the benefits of branded products can be

explained in a proper manner.


48/50

It is also found during the survey that the demand for Laptops are very high, the probablereason for it may be the decreasing price of the products, comfort ability or any such

reasons, so they need to concentrate on increasing the sales of Laptops by promoting

them more often with suitable offers.

CHAPTER XCONCLUSION

I hereby conclude that the Services provided by the VECTRA SYSTEMS AND

SOLUTIONS are up to the satisfactory level but they need to improve the level because the

market is highly competitive now-a-days, so in order to increase the satisfaction level they need to

play a job of watch dog who always keeps his eyes on the market and attend there customers on

time which is possible only when they have adequate number of personnel so they need to

increase the number of personnel.

Customers Satisfaction Survey

Customer / Company Name & Address :

Customer Type : (Please tick mark the correct answer)

Existing Customer Old Customer

Contact Person :

Contact number :


49/50

Designation :

What is the name of IT head ?

What is your turnover in 2004-05 ? (optional)

(a) < 5 Crore (b) 5-20 Crore (c) 21-35 Crore (d)36-50 crore (e) > 50Crore

I. How many Desktop do you have ?

(a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20

II. Which brand do you prefer for Desktop ?

(a) IBM (b) HP (c) HCL (d) OTHERS

III. How many Server do you have ?


IV. Which brand do you prefer for Server ?


V. How many Laptops do you have ?


VI. Which brand do you prefer for Laptops ?


VII. What kind of Operating system you follow ?

(a) Window 98 (b) Window 2000 (c) Window XP Professional

(d) Window XP home (e) Others

VIII. Items brought from VECTRA SYSTEMS :

Desktops : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20

Laptops : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20

Server : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20


50/50

IX. Satisfaction level of VECTRA SYSTEMS Services :

Bad Satisfactory Good

X. Grading of response time taken by VECTRA SYSTEMS :


XI. Grading on the completion of the call made by VECTRA SYSTEMS :


XII. What is your future plan for IT products ?

Desktops : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20

Laptops : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20

Server : (a) Less than 5 (b) 5-10 (c) 11-15 (d) 16-20 (e) More than 20

Remarks (if any) :

Suggestions (if any) :

(Signature with date)

Documents

Anurag Parasrampuria