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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-E
2
(O-E
2)
/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:
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:
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 respondents family consist of 3 5 members.
Majority (33%) of the respondents are graduates.
Majority (47%) of the respondents annual income is between Rs. 50,001 1, 00,000.
Majority (43%) of the respondents 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 todays 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 todays 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 CUSTOMERS 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 CUSTOMERS 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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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,
Websites:
Deccanpump.Com
deccan@deccanpump.com
pumpsind.com
research.com
prosupport.com