VIDEOCON INDUSTRIES

DIFFERENT PRODUCTS OF THE HOME APPLIANCE AND CONSUMER ELECTRONIC

MARKET SEGMENT

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CONTENTS

(1) CHAPTER ONE : INTRODUCTION

Objectives 6

Research methodology 7

Preface 8

Introduction to the Electronics industry 10

(2) CHAPTER TWO : COMPANY PROFILE

Company Profile 15

Customer Satisfaction 21

Product Range 26

(3) CHAPTER THREE : DATA ANALYSIS 60

(4) CHAPTER FOUR : CONCLUSION

Recommendations 82

Conclusion 84

Bibliography 85

ANNEXURES AND QUESTIONNAIRE

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Chapter One :

INTRODUCTION

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OBJECTIVES

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OBJECTIVES

To study the attitude and behavior of the customer towards the VIDEOCON

company.

To calculate the satisfaction level among the customer towards the VIDEOCON

company.

To compare Videocon’s Post sales services with the other companies.

To provide suggestions for improving the Videocon Post sales services

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RESEARCHMETHODOLOGY

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RESEARCH METHODOLOGY

The study for the research is for the customer behavior regarding post sales services of all

the products with special concern to Videocon Ltd.

RESEARCH DESIGN:

The research was a study of customer’s behavior on post sales services of all the brands

with a special reference to Videocon Ltd. a detailed research was conducted so as to collect

unbiased information; customer were not told that the survey is being conducted for

Videocon.

For conducting the research various sources were used to avail the data were as follows: -

SOURCES:

The main source of data can be categorized into the following two ways:

1. Primary Data

2. Secondary Data.

Primary Data: Primary Data has mainly been collected from questionnaire method by

conducted personal visit.

Secondary Data: Secondary source has been used for collecting the data. This source

includes: - Websites, magazines, newspapers, published information, journals, reports,

brochures, catalogues, books etc.

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Sample Size: 40 households

Sample Area: South Delhi

Statistical tool: Pie charts, bar diagrams, histogram etc. are used in representation of

data.

Note: -This is to be noted that the analysis is based entirely on the data and information

provided from the sample respondents and do not necessarily reflect the true picture of

the market.

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PREFACE

After the Second World War the markets have gone through a transition, from the

conventional seller marker it has transformed into a buyer’s market. These were a time when

products were made without considering the consumer need. Now the time has changed

market have realized that the products can be sold best if they satisfy consumer’s needs.

This need can be an existing one or a created one .

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In this project we have tried to analyze the After Sales Service of the consumer. We have

also tried to give the various advantages that the good after sales service can made a

consumer satisfied. Ours study is being done with reference to Videocon Ltd. One of the

leading electronic durable manufacturers.

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INTRODUCTION

TO THE INDUSTRY

Consumer durable industry is one of the most lucrative and fast growing industries. The

Indian economy witnesses a proliferation of global companies in the National scene.

Liberalization of Indian economy coupled with the media explosion ushered in a new era of

consumerism. Increased purchasing power and a fluid taste led to the creation of budding

consumer durable market. The growth rates were as high as 22% in the white goods segment

compared to a merely 2-3%growth in the European and American market.

Consumer durable industry scenario in India is a totally different from what it was one-

decade back. Consumer industry scenario in India is totally different from what it is in

European countries. Demand in developed countries is many constituted by replacement

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demand white goods market in India was dominated by indigenous industrial houses like

Videocon, BPL, Onida, Kelvinator, Goderej and many other, but the entrance of

multinational in Indian market because of opening up of Indian economy gave these

companies a big blow. MNC’s that are gaining the good market share are Samsung, LG,

Daewoo, and Electrolux.

Indian consumer durable industry is growing and at an over all 12-13%. if we consume each

product individually, the color television market has shown a growth rate of 25 % .

Refrigerator market is growing at a rate of 8-10 % .the reason for high growth rate in color

television market is the now a days TV is not used as a source of entertainment but also a

source of knowledge and education. The entire factor, act as accelerator for the economy. If

we take the case of Air conditioners, today air conditioner is not only refer to a cooling

machine but also an air fresher. In portion to growing incidence of working couple,

refrigerator is gaining significance, more and more as an instrument to store and recycled

the readymade victuals. In spite of many value added services that are being offered by most

of brand, the refrigerator market is still biting the dust. Refrigerators market stood at

2.2million in years 2003 and 2.15 in 2005.and is expected than in 2006-2007 refrigerators

market will be 2.25 million units.

Washing machines market is showing the growth rate of 20-25%. Washing machines market

of 1.05million units in the year 2005 and in the year 2006 it is expected to be 1.34 million

units, washing machines market is dominated by the Rs 2600 crores Videocon, Rs 792.42

crores Whirlpool, Rs.2108 crores BPL and the Rs 278.24 crores IFB Electrolux, Samsung,

LG, Daewoo are the new entrant and gaining sales very rapidly specially Electrolux.

Electronics is the fastest growing industry in India, in the liberalized economic scenario,

electronics has entered in every walk to of our life’s and has enchanted the quality of life

that is enjoyed by our consumer India is no longer a country, a market where the consumer

has to realized almost entirely on the influx of smuggled electronics items to satisfied its

need. The Indian electronic industry has through up competitive player who are not only

able to cater to the desires of the Indian consumer successfully, but have also emerged as

very successful exporter of electronic woods to the rest of the world. This has all happened

in the last twenty-year or so. A couple of decade ago, no body in his widest dreamed could

have ever imagines that consumer goods bearing Indian brands, built up assiduously by

Indian companies would come to dominate Indian industry. There could have been two

reasons for so little faith in Indian goods. Firstly, the Indian pubic unhidden groups like

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BPL, Videocon, and Onida, that Indian brands now dominate the markets. These corporate

houses have upset the apple chart of foreign companies by establishing consumer durable

manufacturing companies than thane not only consistently produces superior products but

have also aerate in a very short span, brand equities capable of taking on international

brands. That is, the Indian consumer perception of bands originating in his own back yard

has evolved from one of shame to one of trust pride, identification, all of which trance late

into patronage /or achievement of a companies core business objective.

The electronic industry is one of the bedrocks of the global industrial development. The

electronic industry was for long the domain of first world economics. The 160’s saw a shift,

which Japan emergence. Subsequently Hong Cong, South Korea, Taiwan and Singapore,

then Brazil, India and Mexico follow late but China, Indonesia, Malaysia, Philippines and

Thailand had entered the fray.

The output of the global electronics is expected to reach $ 1.3 Trillion by the 2006. The

Indian electronics industry currently accounts for approximatelly 1.1% share of the world

output. More specifically, in the television manufacturing, which accounts for the a major

chunk of all consumer electronics in India we account for the major 2% of the world color

television production and 33% of the black and white television production/ with the market

of the black and white television ordinarily witnessing a negative growth. These pails in

comparison to other Asian countries.

After economic liberalization our country lowered entry barrier and brought global companies into

the countries market place, it was realized that the core of the corporate world must change, to focus

the first time ever in India, on the consumer and to stop chasing revenues, profit and market share,

which will flow only from new consumer competent. Forget to, forever, the silent consumer who,

before of alternatives, uncomplainingly bought whatever products were available .in today’s and

tomorrow new unforgiving market place it is the choice/empowered the consumer who will decide

the fate of the corporation and competition global quality and new economic reality are comprising

to limit the success only companies that are focused completely on their consumer. For only these

companies and continuously monitor and meet changing consumer needs: stream line process” cut

costs and restructure form for quicker response to the consumer demands. All of which will add up

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to and unmatched competitive edge, enabiling them to conquer tomorrow’s market place today.

However, the consumer and spending wisely not indiscriminately.

Chapter Two:14

COMPANY

PROFILE

COMPANY PROFILE

A man of ideas, man of substance, man of vision. Shri Nanalal Doot , the founder of the

Videocon group ,completed his education in Ahmadnagar ,Pune in Maharastra India. A

successful sugarcane and cotton grower .he boldly ventured forth and imported machinery

from Europe setting up the Gangapur Shakkar Karkhana (Sugar mill) in 1995 at the time

when the village had no electricity, there by unleashing an industrial revolution.

The die was cast. Over the years, Nandalaji pioneered spirit found expression in the myriad

ways, earning him the well-deserved reputation of the industrial activities of Maharathwada,

India.

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In early 80’s Nandalal initiated his three sons – Venugopal, Rajkumar and Pradeep into the

business. Through a technical tie- up with Toshiba corporation of Japan, he launched India’s

first world class color Television, Videocon Today, Videocon Ltd. Is a households name

across the nation – Indian No 1 brand of consumer electronics and home appliances, trusted

by all over 50 million people to improve their quality of life.

Corporate Overview

The Videocon Ltd. is committed to create a better quality of people and furthering the

interest of societies by being a responsible corporate citizen.

Creating happiness

We will bring the happiness into every home, offering high quality consumers durables at

affordable price spreading the culture of convenience, entertainment and comport, far and

wide.

Achieving Progress.

We will pursue the innovative technologies in the field of energy and electronics, create

products and services that will improve the quality of life realize the goals of the world

community and protect the environment.

Sustaining growth

We will be a source of pride to our business associates by ensuring mutual prosperity and

growth the implementation of forward –looking corporate strategies, aimed at identifying

the opportunities and responding intelligently to the dynamic of change

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Perusing excellence

We will provide a collective environment for enabling our employees to develop their

potential ands makes as significant contribution to the Group’s success.

In 1985, though a technical tie- up with Toshiba Corporation of Japan, Videocon

international limited launched India’s first world-class color television. Today, Videocon

International limited, the flag ship company of the Videocon Group, is India’s leading

manufacturer of the consumer durables electronics products. Fired by the passion for the

innovation, Videocon has kept pace with the changing face of technology, constantly

upgrading its manufacturing facilities to incorporate advance technology and high standards

of quality into its product range, right across the spectrum.

Technology with a Heart

Committed to giving the customer the best the world has to offer, Videocon has developed

near zero wastage technology, which helps reduce the manufacturing cist by optimizing

material inputs. Coupled with quality consciousness at every stage the customer benefits

enormously by getting the premium product at the affordable price.

The company currently manufactures Color Televisions, black and White Televisions Audio

appliances like music systems, speakers, washing machines etc. .At its modern plant at

Citegaon and Aurangabad, the company has also undertaken complete backward integration

to manufactures all the critical important components of its product, such as Electronic

Tuners, FBT’s , ATDM’s and Deflection yokes , there by reducing the cost , ensuring

quality control and becoming vertically integrated. It has set up a unit at Gandhinagar in

Gujarat for manufacturing Black and White Televisions pictures tubes.

The Sound of Excellence.

Videocon products are of a sophisticated range of Home Audio Systems, Stereo Radio,

Recorders and personnel Stereos, as well the contemporary international range of Kenwood

digital Hi-Fi Systems.

First with the best.

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Continuous up gradation and indigenous manufacturing has been and continues to be the

integral part of the company’s s philosophy. Perceived as an innovator in its field, Videocon

has notched up many exciting firsts, by exploring the world’s advance technologies. In color

televisions. Videocon is the first company to introduce Picture –in – Picture, Turbo sound,

surround sound, larger screen size, the full flats square tubes, Bazooka technology and the

freedom series: affordable high quality range of the products of color Televisions for the

price conscious customers.

Global Ambition.

Looking beyond India, Videocon is now a global player, acknowledged by the world .it is

the first Indian company to win the prestigious CE approval for exporting its televisions in

Europe. Videocon is now entering the world market with its operations in the Middle East,

Europe, Indonesia, and South Africa.

Videocon Narmada Glass (VNG): a division of Videocon international Group ltd. has the

distinction of having set up India’s first plant for the manufacturing of the Glass Shells for

Color television Picture tubes, in technical collaboration with Techneglas Inc., USA (for

mainly known as OI-NEG TV Products Inc., USA) world leader in manufacturing the glass

Shells Technology.

The projects in1990, when the then prime Minister of India, late Shri Rajiv Gandhi, Laid the

foundation stone for the project. The Videocon group, with the objectives of backward

integration, joined hands with Gujrat Narmada Valley Fertilizers Ltd., (GNFC) for the

implementation of its 100%, import substitution project the largest investment 450 crores in

the electronic component industry in India. The Plant with the installed annual capacity of

1.7 million gas shells for the color picture tubes and 0,25 million gas tube bulbs for black

and white color televisions, and Monochrome Monitor Tubes, is located at the Village

Chavai, District Bharuch, Gujarat

The heights of success.

Videocon group has some remarkable achievements to its credit, starting with the successful

absorption of sophisticated technology from Techneglas Inc.,USA . The Color television

glass shells manufactured by Videocon are with par with the international standards and the

picture tube made with VNG glass has already received VDE approval. The facilities

include a state-of-the-art tool Room and Mould Shop to manufacture and maintain its mould

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requirement. Having successfully established its 20 VIDEOCON, 19V, 23V Color

televisions glass parts, Videocon has now developed the 20V 2R the latest models.

A Picture Perfect Future.:-

Till 1994 Indian manufactures of the color television picture tubes were improving their

glass shells. Videocon group has replaced these imports, thereby saving almost 200 Crores

of previous foreign Exchange every year.

Videocon group has now surpassed the norms of performance guarantee by the collaborator,

Techneglas Incorporation, USA and its operation the plant with 150% capacity utilization-

with efficiencies exceeding international standards. Where fields of sugarcane grow tall and

proud. Where bushes of cotton bud bloom. Where tourist-famous caves of Ajanta and

Ellora.

Where India’s No.1 Customer electronics and home Appliances take shape, To take Million

Into a better, brighter future. This is Marathwada, India where the Doot family launched

Videocon International Limited 1984, with the avoid purpose of producing world-class color

televisions through the technical tie-up with Toshiba corporation of Japan. Within a decade,

Videocon emerged as television and continues to dominate this highly competitive market.

The leader innovates. The leader forges ahead. The leader brakes new ground. Harnessing

the advance technology, relentlessly pursuing quality to achieve various international

standards of Quality control, braking through time and again, with innovative products for a

better life.

Profile Of Leadership.

Futuristic neurons fuzzy logic washing machines, User –Fridley-no-frost refrigerator. The

very latest music system. the most sophisticated Color television and VCR’s. High teck air

conditioners, Videocon today is a multi-facilitated group with nine states of the art

manufacturing facilities all over India highly qualified engineers trained in Japan backed by

6500 technical and support staff, work together imposed unison to produce India’s leading

branch of consumer electronic products and home appliances .

Leadership Through People.

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Videocon lays grate emphasis on the training and development of its work force providing

every opportunities for growth and advancement including training stints overseas .

From Electronics To Energy- The Heart Of Nation

1995 was a landmark for Videocon . it clearly reformed its leadership in color televisions ,

Black and White TV’s ,VCR’s and VCP’s washing machines as well as N-Frost

Refrigerators ,then Videocon began to reach out to the core. To industries at the hearty of

nation petroleum,power,construction and housuing,leading India into the future with

confidence ,with determination ,with a commitment to excellence , routed in the pioneering

the vision of the path breaker.

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CUSTOMER

SATISFACTION

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CUSTOMER SATISFACTION

The word satisfaction comes from the Latin word “satis” (Enough) and faction (to do or

make). These words suggest the true meaning of Satisfaction, which is fulfillment.

Managerially, fulfillment usually translate to solving problem and satisfy the customer is not

enough to produce high level of customer loyalty, business needs to move beyond more

satisfaction, to customer delight.

The Purpose Of the Business:

Peter F. Drucker considered to be one of the leading management gurus in the world,

believes that the purpose of business to relate and them retain the satisfied customer.

Although the firm has to make the money, Drucker argues that making money is a necessity

and does not a purpose. It is in fact, the end result a desirable out come of creating satisfied

customer. Theodore Levitt, ha Harward Business professor, who explains by an analogy

with human beings, express similar sentiment / all human have to eat to survive, but eating

is not-their purpose. Further more making money does not provide a legitimate reason for

society and to support the moneymaking enterprise. A society supports businesses as they

survey its member by catering to their needs to leave them satisfy. Dissatisfying enough

customer and not only will these specific customer stop buying from the firm, but the

society at large will condemn the firm and may even panelized it – to the point of its

extinction. In repose to such messages, co part of the corporate mission and utilizes an

understanding of the customer behavior as input to all its marketing plans and decision.

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Current Market Scenario

The Indian customer market is undergoing the transformation-keeping trend with

international market the present trend is used as under: -

Indian market is “value for money” driven.

A highly competitive market.

High potential in the rural market.

The clear economy range is emerging rural and price conscious customer.

The market is dominated by Indian companies and MNC’s are following suite

Technology is the key driver

All players believe in offering sops to customer to woo them.

Price war, schemes, discount and trade loading are the market mantra.

Huge surplus after meeting domestic and export requirement.

Current competitive Scenario:

During the past six years, the market for the customer electronics grows at an average

rate of 22 % in color television 15 % in refrigerator. The MNC’s like Samsung, LG, and

Panasonic etc. enter the Indian market with wide spectrum. Even after the presence of

the leading international brand in the consumer electronic market it is dominated by

Videocon, BPL, Onida etc. the current market share of the top five brands in Color

television are as under:

Company Market Share

Videocon 10.5

BPL 18.7

Onida 11.9

Philips 4.0

Samsung 7.9

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The strategies adopted by the current major player is as under:

Videocon: - “Bring home the leader”

Satisfying the customer needs across the product line and segment but under

different brands Toshiba is at the top end, Videocon and Samsung at the middle

segment and Akai for the lowest.

Products: Color and Black and white televisions, audio, washing machines,

Refrigerators, monitors and Kitchen appliances.

BPL: -“ Believe in the best”

Current brand leader offering diversified product catering to various segment under

one umbrella brand leveraging its communicating for the diversified product as

reinforcement product quality confidence among the customer.

Products: Color and Black and white televisions, audio, washing machines,

Refrigerators, monitors and micro wave ovens.

LG: - “Digitally yours”

LG is an Korean company following the site in India

Products: Color and Black and white televisions, audio, washing machines, Refrigerators,

monitors and micro wave ovens.

Samsung: - “ challenge the limit”

Decide the umbrella bran by the Korean giant is offering customer probability

scheme.

Products: Color and Black and white televisions, audio, washing machines,

Refrigerators, monitors and microwave, cameras, VCD’s DVD’s,MP3 etc.

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After Sales Services of Videocon:

Videocon services mission is to support the vision the company becoming the most

customer – oriented company in the country by building the proactive service

organization that continually strobe to create customer satisfaction by internalizing the

best practices of customer relationship management

Videocon invested 6,500 man-days and Rs 2.6 million to train the employees. Today,

Videocon has 280 executive authorized service center 48 service center, (28 direct

branches and 20 supervisory branched) 5 call centers. Videocon services employees

directly through exclusive franchise network approximately 2500 front line executive for

attending for the customer requirement.

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PRODUCT RANGE

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PRODUCT RANGE

# CONSUMER ELECTRONICS:

(I) Television.

X-Lent Televisions

Phenomenal clarity and sharpness, outstanding image detail, minimal glare, perfect sound

reproduction and looks that inspire pure admiration. These are characteristics found only in

the X-Lent range of televisions. Being objects of sheer desire, these televisions are truly the

best in their league.

Features: Model No: Plasma TV 42X-PZ 107cm Plasma TV 16.77Million Colors SRS-WOW Technology 3000:1 Contrast Ratio Progressive Scanning Wide Viewing Angle Auto Pixel Shift

Features: Model No: 21X-50P X-Lent

54cm Pure Flat TV 1800W PMPO Sound Output Surround Bass Technology

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6 Speakers

21'' Conventional Series - 5438QST Feature: 54cm Screen

1000W PMPO Sound Output

Double Bazoomba Woofers

Surround Sound

Digital Super Scene Control

Digital Black Stretch

Channel On Demand

Favorite Mode

Built-In Game

Personal Message Service

Child/TV/Panel Lock

Quick View

Program Directory

Technical Specification Picture Tube 54cm FFSTReceiving System PAL B/G, CCIR, CATV, NTSC Playback (3.58 & 4.43)Power Source 110-240V, AC, 50~60HzAudio Output (PMPO) 1000W PMPOAntenna Input 75 Ohm UnbalancedUnit Dimension (L x W x H) 63.0cm x 49.0cm x 48.0cmWeight (NET/GROSS) 24.5 Kg / 27.5 Kg

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(II) DVD Players

Videocon lets set up very own personal theatre, all in the comfort of peoples own home. The

technologically advanced 5.1 channel DVD players ensure that the movies play can be heard

exactly in the way they were meant to be heard in a movie hall. Videocon DVD Players are

DVD/ MPEG-4/ MP3/ SVCD/VCD/ DVD-R/ DVD-RW/ CD-R/CD-RW/ KODAK Picture

CD compatible, ensuring that people can “Play anything, watch anything”. Happen to find a

disc lying around, just play it on Videocon DVD Player and Home Theatre System. Plus

with other great features like the Multiple Resume Functions, the Videocon DVD players

ensure that the viewing process is totally free of any hassles. If the viewer is interrupted for

any reason while watching a movie on his DVD Player, the multiple Resume functions

allow him to restart at the very same point where he left off. Plus, problems like image

freezing and distortion take place because of scratched or damaged discs will not trouble

you, thanks to Superior Error Correction, a technology that recovers damaged areas so

smoothly that they won’t even notice the damage of the disc.

  Model No: DVD 33SA/ 33SS   DVD/MPEG-4/VCD/MP3/SVCD/ACD/ DVD-R/DVD-RW/CD-R/CD-RW/

KODAK CD Compatible

Power/ Standby/ Off/ Open-Close Resume Functions

Auto Play

Progressive Scanning & Anemographic Sampling

Superior Error Correction

Dolby Digital Ac-3, 5.1 Channel

DTS Digital Output

Built In Amplifier (Only in DVD 33SA)

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  Model No: DVD 88AS4G  

DVD/MPEG-4/ MP3/ VCD/ SVCD/ ACD/ DVD-R/ DVD-RW/CD-R/ CD-RW/

KODAK CD Compatible

In-Built Amplifier

Superior Error Correction

Dolby Digital AC-3, 5.1 Channel

Auto Play

Built-In Graphic Equalizer with User Option

Composite/ Component/ S-Video Output

Built-In Game

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(III) Home Theaters Systems:

Recline in your plush leather couch. Play classic favorite movie on a Videocon DVD Home

Theatre System. And experience the grandest audio-visual show on earth. With invincible

technology and majestic looks, this world-class home theatre system allows the customer to

bask in the glory of owning one of the world's finest, most exquisite private theatres.

  Model No: DS505   AC-3, 5.1 Channel

4000W PMPO Sound Output

2.1/5.1 Channel Selector Switch

Bass Control

Individual Channel Volume Adjustment

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# HOME APPLIANCES:

(I) Refrigerators:

X-Lent Refrigerators

Class, style and technology are three very different entities. But they've been fused together

to give you the unbeatable, state-of-the-art X-LENT range of refrigerators. Designed to fit

into the classy interiors of people kitchen, these exquisite pieces of technology are pleasure

to look at. So, if customer looking for beauty with brains, then you needn't look beyond an

X-Lent Refrigerator.

Model No: 625X – FF

625 L Frost Free Technology CD Compatible Stainless Steel finish 4 Star Cooling Multi Air Flow System Twist Ice Tray Platinum Auto Deodorizer Vertical Handle

Dual Tone FinishTechnical Specification: Model No: 625X – FFDoor Finish Stain Steel FinishDoor Handle VerticalFreezer TransparentVegetable Tray YesDeodorizer Platinum Auto DeodorizerGerm Free YesDimensions in mm (W*D*H) 754* 755 * 1828Weight (In Kg) 95

(II) Washing Machines:

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X-Lent Washing Machine

This washing machine is created with new age technology to give the clothes the kind of

cleansing that no other washing machine can. Its elegant exterior and world class features

assure that once you own an X-Lent Washing Machine, washing clothes will be more of a

joy than a chore.

8 Kg Top Loading Agitator Wash Stainless Steel Finish Fuzzy Logic/Digital Sensi logic Memory Control Stainless Steel Drum Delay Start Hot Wash Inlet Anti Rodent Base Cursor Control

Wash Capacity 8 KgPower Supply 240V / 50Hz ACWater Level 117 L - 225 LRated Power Consumption Wash - 670watt / Spin - 350wttDeodorizer Platinum Auto DeodorizerWeight 53 KgDimension 610 L * 610 W * 1010 H

(III) Microwave Ovens:

360° Reflection Technology in Ovens:

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Consumer health has always been on top of Videocon's priority list. One of their latest

innovations meant to enhance well-being is the 360 degree reflection Technology in their

Germ Free Microwave Ovens. This revolutionary feature unites and distributes heavy-duty

heat rays inside the oven, causing thermal destruction of germs. Along with the Digital

Sensi Wave, this superior technology gives the food items consistency in colors, feel and

texture, no matter how many times you reheat it.

Specifications:

20 Liter capacity

Feather touch control panel

10 power levels

Express cooking

Memory function

Pre-set function

Clock / timer function

Jet & weight defrost

Child safe lock

(IV) A/c Air conditioners:

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X Lent Air-Conditioners

Tame the scorching heat with an exceptionally superior air-conditioner from the X-Lent

range. Its futuristic technology allows the customer to enjoy the cool pristine, snow-capped

mountain air in the comfort of their home and office. Allowing them to keep cool even

when mercury levels hit 44 degrees.

The air we breathe is not what it used to be. Every bit of smoke, dust and pollution, which

has been released into our fragile ionosphere, remains there. And negative ions are nature's

way of getting rid of them. Since dust, smoke and polluting chemicals are all positively

charged atoms, any source that generates negatively charged atoms can neutralized them An

oxy-ioniser helps by replenishing negative ions, which reduced pollutions and other

impurities, thereby recharging the air. Negative Ions The Key

Ever wondered why you feel charged and refreshed in a hill resort next to a waterfall or near

a beach? These are places that are high in negative ions and therefore low in pollution.

Negative ions in the air give it a rich, crackling quality that our body seeks.    

        Videocon Air-Conditioner With Oxy-Ionisers

From India's No. 1 Home Appliance and Consumer Electronic Company, comes the new

range of air conditioners equipped with ion recharge. Designed to help air-borne pollution

and improve the quality of air in our homes and offices. These state-of-the-art machines

have advanced oxy-ion generators that produce negative oxy-ions to help cut down air

pollution and help you feel relaxed, refreshed energized and recharge

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Chapter Three:

DATA ANALYSIS

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Q1: Which brand do you prefer to buy when electronic goods are concerned?

(a) Videocon

(b) Samsung

(c) LG

(d) Whirlpool

(e) BPL

If any other (Please Specify):

……………………………………………………………………………

Majority of the total population thinks apart from the companies listed, they

generally prefer SONY as a brand when buying of electronic goods are concerned,

Videocon is third best choice for the customer.

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Q2 Are you satisfied with the products, which are launched by Videocon Ltd.?

(a) Yes (b) No

All the people are satisfied with the products of Videocon.

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Q3: Do you agree that the product of Videocon bears the latest technology products?

(a) Yes (b) No

Majority of the people thinks that the product of Videocon bears the latest

technology products.

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Q4: Are your dealer provides Post sales services?

(a) Yes (b) No

All the company’s dealers provide post sales services to their customers.

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Q5 : Are you satisfied with the post sales services provided by your dealer?

(a) Yes (b) No

Many of the customers are not happy with the post sales services provided with their

dealers

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Q6: How prompt is your post-sales service after lodging the complaints to the company?

(a) Prompt

(b) Average

(c) Poor

More than one third of the customer says there is no promptness in solving the

complaints. They had to be chased now and then for fixing the problem.

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Q7: Which Company do you think has the best after sales service network (nearness of its

dealers & service centers around your locality)?

(a) Videocon

(b) BPL

(c) LG

(d) Samsung

(e) Whirlpool

40% of the customer says Samsung have the best after sales network here Videocon

grabs second place.

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Q8: Which company gives you best after sales services? (Rank on a scale of 5)

1 is Excellent

2 is satisfactory

3 is Average

4 is Poor

(a) Videocon

(b) Samsung

(c) LG

(d) Whirlpool

(e) BPL

If any other (Please Specify) …………………………………………………….

After aggregate calculation we see that Videocon comes forward and becomes the

company, which provides best after sales services.

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Q9: Which Company provides you the best after sales warranty?

(e) Videocon

(f) BPL

(g) LG

(h) Samsung

(i) Whirlpool

(j) If any other …………………………………………….

Videocon is chosen by most of the people when after sales warranty is concerned.

Samsung comes second, followed by LG, Whirlpool and BPL.

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Q10: Does the replace parts work efficiently?

(a) Yes (b) No

All the people say that the replace parts work efficiently and rather they also

provided the information that the replaced part do have some time warranty on it.

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Q11: What is the attitude of the complaints handler towards you?

(a) Sensitive (b) Indifferent

Majority of the people says that attitude of the complaints handler towards them is

indifferent.

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Q12: Are you satisfied with the workmanship provided by which of the company?

(a) Videocon

(i) Yes (ii) No

(b) BPL

(i) Yes (ii) No

(c) LG

(i) Yes (ii) No

(d) Samsung

(i) Yes (ii) No

(e) Whirlpool

(i) Yes (ii) No

Majority of the people satisfied with the workmanship provided by Videocon, Samsung

grabs the second position.

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Q13: Do you face any problem from which of the service providers?

(a) Videocon

(i) Yes (ii) No

(b) BPL

(i) Yes (ii) No

(c) LG

(i) Yes (ii) No

(d) Samsung

(i) Yes (ii) No

(e) Whirlpool

(i) Yes (ii) No

BPL tops the charts when the people face problem from their service providers. Lest

problem is faced from the Samsung service providers.

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Q14: What do you think that which Company will dominate the others in the case of

product reliability is concerned? (Rank accordingly).

BRANDS RANK

(a) Videocon

(b) Samsung

(c) LG

(d) Whirlpool

(e) BPL

Samsung Dominate the arena when the case of product reliability is concerned.

Videocon comes third .

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Q15: Rank the below mentioned companies accordingly to there image in the market?

BRANDS RANK

(a) Videocon

(b) Samsung

(c) LG

(d) Whirlpool

(e) BPL

Again Samsung dominate all its rivals when image if the company in the market is

concerned. Videocon grabs third position.

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Chapter Four :

CONCLUSION

53

CONCLUSION

Majority of the total population prefer SONY as a brand when buying of electronic

goods are concerned

All the people are satisfied with the products of Videocon.

Majority of the people thinks that the product of Videocon bears the latest

technology products.

All the company’s dealers provide post sales services to their customers.

Many of the customers are not happy with the post sales services provided with their

dealers

More than one third of the customer says there is no promptness in solving the

complaints. They had to be chased now and then for fixing the problem.

40% of the customer says Samsung have the best after sales network here Videocon

grabs second place.

Videocon is the company that provides best after sales services.

Most of the people think that Videocon is the company that provides good after sales

warranty.

All the people say that the replace parts work efficiently as good as the original

parts.

Majority of the people says that attitude of the complaints handler towards them is

indifferent.

Majority of the people satisfied with the workmanship provided by Videocon,

Samsung grabs the second position.

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Lest problem is faced from the Samsung service providers

Samsung Dominates when the case of product reliability is concerned.

RECOMMENDATIONS

55

RECOMMENDATIONS

As the people think that electronics is a tool to time saving & convenience. They are

aware of the fact & realizing its, importance. The company should try to expand &

build up its infrastructure because there is a large potential for Consumer durables in

India.

Company should come up with its branches in other cities. With the objective and goals

to meet the demands & expectations of the public. Because the entrance of private

players will increase the competition and it would be a tough task to secure a good

position in market.

Since Videocon is leading with several companies products it should be easy for them

to penetrate into the market and secure a good position if they pay greater attention to

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the service part provided to their customer and thereby forming a long and trusted

relationship.

BIBLIOGRAPHY

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1. BOOKS/MAGAZINES REFFERED:

Books published by INTERNATIONAL JOURNAL OF ELECTRONICS

GADGETS WATCH.

MONEY OUTLOOK.

2. WEBSITES REFERED:

www.videoconworld.com/

www.videoconinternational.com

www.indiahousing.com/videocon-india.html

www.videoconcommunications.com

www.productsearch.rediff.com

3. REPORTS/ARTICLES REFERED:

58

REPORT: ISSUES & CHALLENGES FACING THE ELECTRONICS

INDUSTRY…. Dec2006.

BRIEF PROFILE OF VIDEOCON…Dec 200.

REPORT: COPING WITH COMPETITION…Jan2007

QUESTIONNAIRE

59

QUESTIONNAIRE

Name: ……………………………….Age: …………………………………Address: …………………………….Tele No. …………………………….

Q1 : Which brand do you prefer to buy when electronic goods are concerned?

(f) Videocon

(g) Samsung

(h) LG

(i) Whirlpool

(j) BPL

(k) If any other (Please Specify):

……………………………………………………………………………

Q2 Are you satisfied with the products, which are launched by Videocon Ltd.?

(a) Yes (b) No

Q3: Do you agree that the product of Videocon bears the latest technology products?

(a) Yes (b) No

Q4: Are your dealer provides Post sales services?

(a) Yes (b) No

Q5 : Are you satisfied with the post sales services provided by your dealer?

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(a) Yes (b) No

Q6: How prompt is your post-sales service after lodging the complaints to the company?

(f) Prompt

(g) Average

(h) Poor

Q7: Which Company do you think has the best after sales service network (nearness of its

dealers & service centers around your locality)?

(k) Videocon

(l) BPL

(m)LG

(n) Samsung

(e) Whirlpool

Q8: Which company gives you best after sales services? (Rank on a scale of 5)

1 is Excellent

2 is satisfactory

3 is Average

4 is Poor

(a ) Videocon

(b) Samsung

(c) LG

(i) Whirlpool

(j) BPL

If any other (Please Specify) …………………………………………………….

Q9: Which Company provides you the best after sales warranty?

(o) Videocon

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(p) BPL

(q) LG

(r) Samsung

(s) Whirlpool

(t) If any other ……………………………………………

(u)

(v)

(w) .

Q10: Does the replace parts work efficiently?

(a) Yes (b) No

Q11: What is the attitude of the complaints handler towards you?

(a) Sensitive (b) Indifferent

Q12: Are you satisfied with the workmanship provided by which of the company?

(f) Videocon

(i) Yes (ii) No

(g) BPL

(i) Yes (ii) No

(h) LG

(i) Yes (ii) No

(i) Samsung

(i) Yes (ii) No

(j) Whirlpool

(i) Yes (ii) No

Q13: Do you face any problem from which of the service providers?

(f) Videocon

(i) Yes (ii) No

(g) BPL

(i) Yes (ii) No

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(h) LG

(i) Yes (ii) No

(i) Samsung

(i) Yes (ii) No

(j) Whirlpool

(i) Yes (ii) No

Q14: What do you think that which Company will dominate the others in the case of

product reliability is concerned? (Rank accordingly).

BRANDS RANK

(a) Videocon

(b) Samsung

(c) LG

(f) Whirlpool

(g) BPL

Q15: Rank the below mentioned brands accordingly to there image in the market?

BRANDS RANK

(a) Videocon

(b) Samsung

(c) LG

(d) Whirlpool

(e) BPL

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