Description
The project titled a study on RETAILER SATISFACTION with references to the retailers and wholesalers in UNIVERSAL NEONS, CHENNAI.
A STUDY ON CUSTOMER SATISFACTION IN UNIVERSAL NEONS,
CHENNAI
Submitted By
KARTHIKEYAN.G
Re!."#$$%&'()$&))*
OF
Department of Management Studies
VEL MULTITECH SRI RANGARA+AN SAKUNTHALA ENGINEERING
COLLEGE
ACCREDITED BY NBA , ISO -&&$./&&& CERTIFIED INSTITUTION*
(Approved by AICTE, New Delhi & Affiliated to ANNA UNIVERSITY
Avadi, Che!!ai"#$$ $#%
A 01#2e3t Re4#1t
Submitted To
F53u6ty #7 M5"5!eme"t Studie8
In Partial Fulfillment of the Requirement for the Award of the Degree of
MASTER OF BUSINESS ADMINISTRATION
IN
MARKETING
VEL MUTITECH SRI RANGARA+AN SAKUNTHALA
ENGINEERING COLLEGE
A331edited by NBA
ISO -&&$. /&&& 3e1ti7ied i"8tituti#"*
A77i6i5ted t# A""5 U"i9e18ity
A95di, 3:e""5i ; (&&&(/.
BONAFIDE CERTIFICATE
Thi& i& to 'ertify that the pro(e't report CUSTOMER SATISFICATION
t#<51d8 UNIVERSAL NEONS IN CHENNAI i& the bo!afide wor) of
KARTHIKEYAN.G* Re!. N#=$$%&'()$&))* who 'arried o*t the re&ear'h
*!der +y &*pervi&io!, Certified f*rther that to the be&t of +y )!owled-e the
wor) reported here i! doe& !ot for+ part of a!y other pro(e't report or
di&&ertatio! o! the ba&i& of whi'h a de-ree or award wa& 'o!ferred o! a!
earlier o''a&io! o! thi& or a!y other 'a!didate,
01i"3i456 HOD > De5"
A88e88ed by
I"te1"56 E?5mi"e1 E?te1"56 E?5mi"e1
I
ACKNO@LEGDEMENT
.ir&t of all I ta)e thi& opport*!ity to e/pre&& +y -ratit*de to o*r
'hair+a! D1. R.R5"!51525", B.E E6e3t*, B.E Me3:*, 5"d M.S Aut#* 4A:d
5"d t# D1. Sidd:5445 N5idu, 0:.D., pri!'ipal of VEL MUTITECH SRI
RANGARA+AN SAKUNTHALA ENGINEERING COLLEGE*
I wo*ld li)e to e/te!d +y &i!'ere tha!)& to o*r head of the depart+e!t
D1.V.B5658ub15m5"i5", M.3#m, M.4:i6, 0:.D a!d to +y i!ter!al -*ide
M1.A1#3Biy5 152, M.B.A., M.0:i6.,
I wo*ld li)e to e/pre&& +y &i!'ere -ratit*de to
MR.G.SRINIVASAN, MBA M51Beti"! m5"5!e1 who&e i!val*able -*ida!'e
a!d e!'o*ra-e+e!t helped +e !ot o!ly to perfor+ the wor) a&&i-!ed to +e,
b*t al&o to lear! o!e of the '*rre!t tre!d& of 'o&t 'o!trol &y&te+.
The pro(e't wor) of UNIVERSAL NEONS -ave +e a! e/po&*re to
the 'o+pa!y a!d helped +e to lear! the fi!er a&pe't& of .i!a!'e, D*ri!- the
period I e!(oyed -reat &*pport fro+ the 'ollea-*e& wor)i!- i! the
or-a!i0atio!, I *&e thi& opport*!ity to e/te!d +y heartfelt tha!)& to the people
behi!d the &*''e&& of thi& pro(e't,
I e/te!d +y -ratit*de to the other &taff +e+ber& of 12A depart+e!t of
VEL MULTITECH SRS ENGG COLLEGE a!d fi!ally to +y pare!t& a!d +y
frie!d& who had helped +e i! doi!- thi& pro(e't i! a &*''e&&f*l +a!!er,
KARTHIKEYAN.G*
III
3
ABSTRACT
The pro(e't titled a &t*dy o! RETAILER SATISFACTION with refere!'e&
to the retailer& a!d whole&aler& i! UNIVERSAL NEONS, CHENNAI.
The 'o+pa!y ha& bee! prod*'i!- +ore 4*ality perf*+ery prod*'t&, The
+a!*fa't*ri!- pro'e&& ha& bee! !ot affe'ti!- the e!viro!+e!t, D*&t i& the
pri+ary wa&te +aterial a!d it i& 'o!tai!ed by va'**+i!- a!d e/'elle!t
ve!tilatio!, All paper -ood& are re'y'lable a!d -ive the *&able prod*'t to the
people, They prod*'e loba! dhoop&, I!'e!&e Sti')& 5A-arbatti&6
The 'o+pa!y *&e hi-h te'h!i'al pro'e&& a!d raw +aterial& are 'olle'ted
fro+ !at*ral aro+ati' a!d herbal 'o+po*!d&, Char'oal i& al&o *&ed to +a)e
the ab&orbe!t p*!), The fra-ra!t oil& are +ade of oil fro+ !at*rally aro+ati'
pla!t& or fro+ other perf*+e& or fra-ra!'e& that are +i/ed i! a! oil ba&e,
S+all 4*a!titie& of pai!t are *&ed to 'olor"'ode,
The 'o+pa!y ha& -ot award& for fair b*&i!e&& pra'ti'e& a!d o*t&ta!di!-
e/port perfor+a!'e award&,
The i!for+atio! wa& 'olle'ted thro*-h 4*e&tio!!aire, report& fro+ the
'o+pa!y, The data 'olle'ted thro*-h 4*e&tio!!aire were 'la&&ified a!d
tab*lated, They were a!aly0ed with the help of &tati&ti'al tool& a!d fi!di!-&,
&*--e&tio!& were bee! -ive!,
IV
CHA0TER TABLE OF CONTENTS 0AGE NO
$ INTRODUCTION
7,7 8*tli!e of the pro(e't
7,7,7 Need of the pro(e't
7,7,% S'ope of the &t*dy
7,7,9 8b(e'tive& of the &t*dy
7,7,: ;i+itatio!& of the &t*dy
7,7,< Re&ear'h +ethodolo-y
7,7,# Chapteri&atio!
7,% Review of literat*re
7,%,7 Co+pa!y profile
1.2.2 =rod*'t profile
7,%,9 8r-a!i0atio!al 'hart
7"%
9
:
<
#
>"77
7%
79"7#
7>"7?
%$
/ DATA ANALYSIS AND INTER0RETATION
%,7 =er'e!ta-e A!aly&i&
%,% Stati&ti'al Tool
%,%,7 Chi"S4*are te&t
%%"9?
:$":7
) SUMMARY AND CONCLUTION
9,7 .i!di!-&
9,% S*--e&tio!&
9,9 Co!'l*&io!&
:%"::
:<
:#
C ANNUEDURE
@*e&tio!!aire
A7
E REFERENCES A%
CONTENT
LIST OF TABLES
TABLES
0ARTICULARS
0AGE.NO
%,7,7 AENDER 8. TBE RES=8NDENT %%
%,7,%
D8 Y8U =URCBASE UNIVERSA; NE8NS =R8DUCTS %9
%,7,9
TBE .RE@UENCY DISTRI2UTI8N 8. 18NTB;Y
INC81E
%:
%,7,: DID Y8U ACARE 8. UNIVERSA; NE8NS =R8DUCT %<
%,7,<
B8C TBEY C81E T8 DN8C A28UT TBIS =R8DUCT %#
%,7,#
CBAT IS Y8UR SATIS.ACTI8N ;EVE; REAARDINA
RE=RESENTATI8N 8. TBIS =R8DUCT
%>
%,7,>
CBATES Y8UR 8VERA;; SATIS.ACTI8N A28UT TBIS
=R8DUCT
%F
%,7,F
B8C 8.TEN D8ES TBE CUST81ER =RESCRI2ES
TBIS =R8DUCT
%?
%,7,?
CBAT IS Y8UR 8VERA;; 8=INI8N A28UT TBIS
=R8DUCT
9$
%,7,7$
D8 Y8U AAREE TBAT TBE SA;ES 8. TBIS =R8DUCT
ARE 18RE CBEN C81=ARED T8 8TBER
C81=ETIT8R =R8DUCT IN 1ARDET
97
%,7,77
CBAT IS Y8UR 18ST =RE.ERA2;E SEA1ENT 8.
TBIS =R8DUCT
9%
%,7,7%
D8 Y8U AAREE TBAT TBESE =R8DUCTS ARE 18RE
C81=ETITIVE TBAN TBE 8TBER =R8DUCTS
99
%,7,79
SATIS.ACTI8N ;EVE; T8CARDS TBE @UA;ITY 8.
TBE =R8DUCT
9:
%,7,7: I. Y8U BAVE C81=ARED CITB 8TBER SI1I;AR
=R8DUCTS, B8C D8 Y8U .EE; A28UTG
9<
%,7,7< D8 Y8U AAREE TBIS =R8DUCT IS AVAI;A2;E
CITB RETAI;ERS AT A;; TBE TI1ES
9#
%,7,7# B8C D8 Y8U RATE TBE @UA;ITY 8. TBE =R8DUCT
CBEN C81=ARED T8 ITS =RICE
9>
%,7,7>, CBAT STRIDES Y8UR 1IND CBEN Y8U BEAR A28UT
UNIVERSA; NE8NS =R8DUCTS
9F
%,7,7F CBAT 1ADES Y8U T8 2UY UNIVERSA; NE8NS
=R8DUCTS C81=ARINA C81=ETIT8RS =R8DUCTS
9?
LIST OF CHARTS
TABLES
0ARTICULARS
0AGE.NO
%,7,7 AENDER 8. TBE RES=8NDENT %%
%,7,%
D8 Y8U =URCBASE UNIVERSA; NE8NS =R8DUCTS %9
%,7,9
TBE .RE@UENCY DISTRI2UTI8N 8. 18NTB;Y INC81E %:
%,7,: DID Y8U ACARE 8. UNIVERSA; NE8NS =R8DUCT %<
%,7,<
B8C TBEY C81E T8 DN8C A28UT TBIS =R8DUCT %#
%,7,#
CBAT IS Y8UR SATIS.ACTI8N ;EVE; REAARDINA
RE=RESENTATI8N 8. TBIS =R8DUCT
%>
%,7,>
CBATES Y8UR 8VERA;; SATIS.ACTI8N A28UT TBIS
=R8DUCT
%F
%,7,F
B8C 8.TEN D8ES TBE CUST81ER =RESCRI2ES TBIS
=R8DUCT
%?
%,7,?
CBAT IS Y8UR 8VERA;; 8=INI8N A28UT TBIS =R8DUCT 9$
%,7,7$
D8 Y8U AAREE TBAT TBE SA;ES 8. TBIS =R8DUCT ARE
18RE CBEN C81=ARED T8 8TBER C81=ETIT8R
=R8DUCT IN 1ARDET
97
%,7,77
CBAT IS Y8UR 18ST =RE.ERA2;E SEA1ENT 8. TBIS
=R8DUCT
9%
%,7,7%
D8 Y8U AAREE TBAT TBESE =R8DUCTS ARE 18RE
C81=ETITIVE TBAN TBE 8TBER =R8DUCTS
99
%,7,79 &ati&fa'tio! level toward& the 4*ality of prod*'t& 9:
%,7,7: I. Y8U BAVE C81=ARED CITB 8TBER SI1I;AR
=R8DUCTS, B8C D8 Y8U .EE; A28UTG
UNIVERSA; NE8NS =R8DUCTS
9<
%,7,7< D8 Y8U AAREE TBIS =R8DUCT IS AVAI;A2;E
CITB RETAI;ERS AT A;; TBE TI1ES
9#
%,7,7# B8C D8 Y8U RATE TBE @UA;ITY 8. TBE =R8DUCT CBEN
C81=ARED T8 ITS =RICE
9>
%,7,7>, CBAT STRIDES Y8UR 1IND CBEN Y8U BEAR A28UT
UNIVERSA; NE8NS =R8DUCTS
9F
%,7,7F CBAT 1ADES Y8U T8 2UY UNIVERSA; NE8NS =R8DUCTS
C81=ARINA C81=ETIT8RS =R8DUCTS
9?
CHA0TER=$
INTRODUCTION
$.$.Out6i"e #7 t:e 41#2e3t
A STUDY ON CUSTOMER SATISFICATION AT UNIVERSAL NEONS.
The +ai! of the &t*dy i& to fi!d o*t '*&to+er& &ati&fa'tio! of the *&er of
UNIVERSA; NE8NS, C*&to+er& +*&t be the *lti+ate ai+ of every 'o+pa!y,
The *lti+ate ai+ of every b*&i!e&& i& !ot o!ly to &ell, b*t al&o to &ati&fy the
!eed& a!d drive '*&to+er& to b*&i!e&&,
The e/pe'tatio! of the '*&to+er with re-ard to the prod*'t, to &ati&fy
'*&to+er it i& !e'e&&ary to )!ow what '*&to+er& e/pe't fro+ the 'o+pa!ie&,
It i& the d*ty of the &*pplier to )!ow the '*&to+er e/pe'tatio!, whi'h i& a part
to &ati&fy '*&to+er&,
Th*& the '*&to+er e/pe'tatio! i& the aware!e&&, of the prod*'t for the
&ati&fa'tio! of the '*&to+er, The prod*'t +*&t rea'h the+, he!'e to +a)e
aware abo*t the prod*'t i& o!e of the way& to &ati&fy '*&to+er, 2e'a*&e
whe! the '*&to+er i& aware of the prod*'t the! o!ly he 'a! &ati&fy el&e it i&
i+po&&ible,
C*&to+er &ati&fa'tio! i& a +*&t i! a b*&i!e&&, A''ordi!- to Dotler,H
Sati&fa'tio! i& a per&o!E& feeli!-& of plea&*re or di&appoi!t+e!t re&*lti!- fro+
'o+pari!- a prod*'t& per'eived perfor+a!'e i! the relatio! to hi& or her
e/pe'tatio!&,
The &t*dy i& to fi!d o*t '*&to+erE& opi!io! o! 'o&t of the prod*'t, After
4*ality the !e/t i+porta!t fa'tor for a!y prod*'t i& the 'o&t, A -od b*&i!e&&
+*&t +i!i+i0e the 'o&t of their prod*'t a!d there by +i!i+i0e &ale&, whi'h will
re&*lt i! '*&to+er &ati&fa'tio!,
The &t*dy i& to +a/i+i0e '*&to+er &ati&fa'tio! by the way of li&te!i!- their
val*able &*--e&tio!&, I! other word& bei!- loyal to the '*&to+er& the
'*&to+er &ati&fa'tio! 'a! be i+pre&&ed or 'o!ti!*ed, Be!'e 'o!ti!*ity of
'*&to+er &ati&fa'tio! i& po&&ible by '*&to+erE& ;oyalty,
IA '*&to+er i& !ot a! i!terr*ptio! of o*r wor)J,, Be i& the p*rpo&e of it,
we are !ot doi!- a favor by &ervi!- hi+J, Be i& doi!- *& a favor by -ivi!- the
opport*!ity to do &o,H
I;8VE TBE CUST81ERS, N8T TBE =R8DUCT,H
$.$.$ NEED OF THE STUDY
Today '*&to+er& are be'o+i!- harder to plea&e, They are &+arter, +are
pri'e 'o!&'io*&, +ore de+a!di!-,
? To *!der&ta!d the '*&to+er per'eptio! toward& p*r'ha&e i!
UNIVERSA; NE8NS,
? To eval*ate the overall &ati&fa'tio! toward& UNIVERSA; NE8NS,
? Thi& &t*dy wa& *!derta)e! to di&'over the rea&o! for !ot *&i!- thi&
prod*'t,
$.$./ SCO0E OF THE STUDY
The &'ope of the &t*dy i& to a!aly0e the C*&to+er Sati&fa'tio! i!
UNIVERSA; NE8NS, Che!!ai, To 'olle't the data, &*rvey +ethod wa& *&ed,
The &a+ple &i0e of thi& i& 7$$, Thi& &t*dy wa& 'o!d*'ted to i+prove the
&ati&fa'tio! level of C*&to+er&,
a, 8pport*!ity to the re&ear'her to *!der&ta!d the fa'tor& i!volved
i! the '*&to+er& &ati&fa'tio!,
b, 8pport*!ity to the '*&to+er& to &hare their opi!io! with the
or-a!i0atio!,
', The &t*dy pre&e!t the a't*al feeli!- of the '*&to+er&, both their
po&itive a!d !e-ative view& abo*t the prod*'t, whi'h will &erve
a& -*ideli!e for the +a!a-e+e!t to ta)e &tep& re-ardi!- to
i+prove the &ati&fa'tio! level of the '*&to+er&,
d, The re&ear'h +ay a't a& a &o*r'e of &e'o!dary data
$.$.) OB+ECTIVE OF THE STUDY
The ob(e'tive of the &t*dy i& the &t*dy i& divided i!to two fold&,
0RIMARY OB+ECTIVE.
To &t*dy the level of C*&to+er Sati&fa'tio! of the '*&to+er& of
UNIVERSA; NE8NS, Che!!ai,
SECONDARY OB+ECTIVES.
? To fi!d o*t the &o*r'e of aware!e&& toward& UNIVERSA;
NE8NS,
? To )!ow the e/pe'tatio!& of the '*&to+er& of S*-a+
=erf*+ery =rod*'t,
? To deter+i!e '*&to+er& opi!io! re-ardi!- 4*ality of the
prod*'t,
? To fi!d o*t the additio!al feat*re& whi'h the '*&to+er li)e
to prefer,
$.$.C LIMITATIONS OF THE STUDY
• The &a+ple &i0e i& too &+all to repre&e!t the whole pop*latio!,
• Thi& pro(e't i& appli'able to Che!!ai 'ity alo!e,
• The d*ratio! of ti+e &pe'ified for the &t*dy wa& li+ited,
• The 'olle'ted i!for+atio! 'a!!ot be 'o+pared i! f*t*re a& '*&to+erE&
per'eptio! +ay 'ha!-e,
• Co!d*'ti!- the &*rvey i& e/pe!&ive,
• So+e of the '*&to+er& were !ot willi!- to 'ooperate for the &t*dy,
$.$.E RESEARCH METHODOLOGY
Me5"i"!.
Re&ear'h i& a!y i!ve&ti-atio! to di&'over !ew fa't&, Cliffer woody
defi!e& re&ear'h a& I'o+pri&i!- of defi!i!- a!d redefi!i!- proble+&,
for+*lati!- the hypothe&i& or &*--e&ted &ol*tio!&, 'olle'ti!-, or-a!i0i!- a!d
rea'hi!- 'o!'l*&io!H,
De7i"iti#".
The A+eri'a! 1ar)eti!- A&&o'iatio! defi!e& 1ar)et re&ear'h a& Ithe
&y&te+ati' -atheri!-, re'ordi!- a!d a!aly&i& of data abo*t the proble+&
relati!- to the +ar)eti!- of the -ood& a!d &ervi'e&H,
Research design:
Re&ear'h de&i-! i& the ba&i' fra+ewor), whi'h provide&
-*ideli!e& for the re&t of re&ear'h pro'e&&K it i& a +ap or bl*e pri!t a''ordi!- to
whi'h the re&ear'h i& to be 'o!d*'ted, The re&ear'h de&i-! &pe'ifie& the
+ethod& for data 'olle'tio!& a!d data a!aly&i&, The re&ear'h &pe'ially pi!poi!t&
that to 'arry o*t re&ear'h property,
7, Bow the data wo*ld be 'olle'ted,
%, Chi'h i!&tr*+e!t& for data 'olle'tio!& wo*ld be *&ed a!d,
9, Chat &a+pli!- pla! wo*ld be *&edG
The re&ear'h ha& to 'aref*lly de'ide a!d +a)e a 'hoi'e fro+ the -ro*p of
differe!t alter!ative& available to hi+,
C65i1e Se6tiFe"t56 defi!e&, a& Ire&ear'h de&i-! i& a 'atalo-*e of the&e
pha&e& a!d fa't& relati!- to the for+*latio! of a re&ear'h effort It i& the
arra!-e+e!t of 'olle'tio!& a!d a!aly&i& of data i! a +a!!er that ai+& to
'o+bi!e releva!'e to the re&ear'h p*rpo&e with e'o!o+y i! pro'ed*reH,
MiBe 0iet15"!e6# &ay& that Iwhe! de&i-!i!- re&ear'h, o!e i& fa'ed with
a 'o!ti!*al &ervi'e& of trade off&, &i!'e there are typi'ally !*+ero*& de&i-!
alter!ative& that will wor), the -oal i& to fi!d the de&i-! that e!ha!'e& the val*e
of the i!for+atio! obtai!ed, while red*'i!- the 'o&t of obtai!i!- itH
NEED FOR RESEARCH DESIGN.
? To ha!dle ade4*ately a!d i!te!&ively lar-e 'a!va&&,
? To deli+it the area of i!ve&ti-atio!,
? To fa'ilitate i!te!&ive e!4*iry i!to the proble+,
? To have a &+ooth flow of wor) i! the field of re&ear'h,
? To prepare the e/e'*tio! of the vario*& a'tivitie& &y&te+ati'ally,
AREA OF STUDY.
Area of &t*dy i& +ar)eti!- divi&io! of UNIVERSA; NE8NS ;i+ited,
St*dy o! C*&to+er =er'eptio! i& the topi' 'ho&e! for re&ear'h, a!d the
&a+ple &i0e i& 7$$,
Tpe of research design
De831i4ti9e 1e8e513:.
It i!'l*de& &*rvey& a!d fa't"fi!di!- e!4*irie& of differe!t )i!d&, The
+a(or p*rpo&e of it i& de&'riptio! of the &tate of affair&, a& it e/i&t& at pre&e!t,
Met:#d8 #7 d5t5 3#66e3ti#".
01im51y d5t5 are tho&e, whi'h are 'olle'ted afre&h a!d for the fir&t ti+e, a!d
th*& happe! to be ori-i!al i! 'hara'ter,
Se3#"d51y d5t5, o! the other ha!d, are tho&e whi'h have already bee!
'olle'ted by &o+eo!e el&e a!d whi'h have already bee! pa&&ed thro*-h the
&tati&ti'al pro'e&&
Sample si!e
A &a+ple i& a &+aller repre&e!tatio! of a lar-er whole, The *&e of
&a+pli!- allow& for ade4*ate &'ie!tifi' wor) by +a)i!- the ti+e of the
&'ie!tifi' wor)er 'o*!t,
It wa& de'ided to draw a &a+ple fro+ the *!iver&e i! &*'h a +a!!er
that fi!di!-& ba&ed i! it will 'orre&po!ded 'lo&ely to tho&e that wo*ld have
obtai!ed fro+ the whole *!iver&e, The &tep& ta)e! were
The &a+pli!- *!it to be &t*died that i&, who i& to be &*rveyed, wa&
de'ided,
The &e'o!d i&&*e wa& to be de'ided o! the &a+ple &i0e, that i&, how
+a!y re&po!de!t& have to be &*rveyed, After pre te&ti!- the 4*e&tio!!aire, it
wa& de'ided to 'olle't data fro+ 7$$ re&po!de!t&,
S5m46e Met:#d.
CONVENIENCE SAM0LING.
I! thi& +ethod the &a+ple *!it& are 'ho&e! pri+arily o! the
ba&i& of the 'o!ve!ie!'e to the i!ve&ti-ator, The *!it& &ele'ted +ay be
ea'h per&o! who 'o+e& a'ro&& the i!ve&ti-ator very fre4*e!tly
T##68 7#1 d5t5 3#66e3ti#".
A+o!- the vario*& tool& available i! &o'ial re&ear'h, the re&ear'her
ha& 'ho&e! the 4*e&tio!!aire a& the tool& for data 'olle'tio!, The re&ear'h
deal& with +ore of deli'ate a!d +ore per&o!al type of data, The re&ear'her
preferred the
@*e&tio!!aire a& the tool for data 'olle'tio!, whi'h e!&*re& a!o!y+ity,
freedo+ of 'hoo&i!- the ri-ht ti+e a!d freedo+ to a!&wer all the 4*e&tio!&
witho*t,
A"56yti356 t##68 u8ed.
0ERCENTAGE ANALYSIS
It refer& to a &pe'ial )i!d of ratio, per'e!ta-e are *&ed i! +a)i!-
'o+pari&o! betwee! two or +ore &erie& of data, =er'e!ta-e& are *&ed
to deter+i!e relatio!&hip& betwee! the &erie& if data, .i!di!- the
relative differe!'e& be'o+e& ea&ier thro*-h per'e!ta-e, It i&
e/pre&&ed a&,
=er'e!ta-e L No, 8f re&po!de!t& / 7$$
Total !o of re&po!de!t&,
STATISTICAL TOOL.
? CHI ;SGUARE TEST.
(?
/
"M It i& a &tati&ti'al +ea&*re *&ed i! the 'o!te/t of
&a+pli!- a!aly&i& for 'o+pari!- a varia!'e to a theoreti'al varia!'e, A& a !o! N
para+etri' te&t, it 'a! be *&ed to deter+i!e if 'ate-ori'al data &how& depe!de!'y
or the two 'la&&ifi'atio!& are i!depe!de!t, It 'a! al&o be *&ed to +a)e
'o+pari&o! betwee! theoreti'al pop*latio! a!d a't*al data whe! 'ate-orie& are
*&ed,
It i& defi!ed a&
?
%
L ?(8
i
N E
i
%
OE
i
Chere ?
%
L Chi"&4*are
8
i
L 8b&erved .re4*e!'y
E
i
L E/pe'ted .re4*e!'y
?
/
are alway& po&itive a!d it ra!-e& fro+ $ to H,
The e/pe'ted val*e for the 'o!ti!-e!'y tab*lated a& follow&
EL ((Row totalPCol*+! totalOAra!d total
The &*+ of the ob&erved a!d e/pe'ted fre4*e!'ie& i& alway& 0ero
i,e, O
i
; E
i
* I&
The ?
/
te&t depe!d& o! the &et of ob&erved a!d e/pe'ted val*e& a!d
o! the de-ree& of freedo+
The ?
/
di&trib*tio!& i& the li+iti!- appro/i+atio! of +*lti!atio!al
de&ti!atio!,
$.$.( CHA0TERISATION
The re&ear'h &t*dy ha& bee! divided i!to three 'hapter&,
The fir&t 'hapter deal& with i!trod*'tory a&pe't& of the &t*dy i! whi'h
o*tli!e of the pro(e't, &'ope of the pro(e't, !eed of the pro(e't, ob(e'tive&,
li+itatio!&, re&ear'h +ethodolo-y a!d 'hapteri&atio! are dealt a!d review of
literat*re i! whi'h profile of the or-a!i0atio!, prod*'t profile a!d or-a!i0atio! 'hart
of UNIVERSA; NE8NS prod*'t, Che!!ai,
The &e'o!d 'hapter deal& with data a!aly&i& a!d i!terpretatio!, The
vario*& fa'tor& that affe't '*&to+er per'eptio! a!d al&o their &ati&fa'tio!
level of the UNIVERSA; NE8NS have bee! a!aly0ed,
The third 'hapter deal& with &*++ary a!d 'o!'l*&io! i! whi'h +ai! fi!di!-&
a!d &*--e&tio!& of the re&ear'her are draw!,
$./ REVIE@ OF THE LITERATURE
Sati&fa'tio! i& a! i+porta!t ele+e!t i! a! eval*atio! &ta-e, Sati&fa'tio!
refer& to the b*yerE& &tate of bei!- ade4*ately rewarded i! a b*yi!- &it*atio!
for the &ati&fa'tio! i& a re&*lt of +at'hi!- a't*al pa&t p*r'ha&e a!d
'o!&*+ptio! e/perie!'e with e/pe'ted reward& fro+ the bra!d i! ter+& of it&
a!ti'ipated pote!tial to &ati&fy the 'o!&*+erE& +otive&
B*!t ha& defi!ed a& IA Sati&fa'tio! i& a )i!d of )eepi!- away fro+ a!
e/perie!'e a!d eval*ati!- it, 8!e 'o*ld have a plea&*rable e/perie!'e that
'a*&ed di&&ati&fa'tio! be'a*&e eve! tho*-h plea&*rable, it wa&!Et
plea&*rable to be, So, &ati&fa'tio! i& !ot e+otio! it i& the eval*atio! of a!
e+otio!,
The re&*lt& of &ati&fa'tio! to the '*&to+er to fro+ the p*r'ha&e of a
prod*'t of &ervi'e& that +ore favorable po&t p*r'ha&e attit*de&, hi-he&t
p*r'ha&e i!te!tio! a!d bra!d loyalty are li)ely to be e/hibited, That i& the
&a+e behavior i& li)ely to be e/hibited i! a &i+ilar p*r'ha&i!- &it*atio!, Th*&
a& lo!- a& a po&itive rei!for'e+e!t ta)e& pla'eK the '*&to+er will te!d to
'o!ti!*e to p*r'ha&e the &a+e bra!d,
Sati&fa'tio! i& f*!'tio! of per'eived perfor+a!'e a!d e/pe'tatio!K if the
perfor+a!'e +at'he& the '*&to+er i& &ati&fied, If the perfor+a!'e e/'eed&
the e/pe'tatio! the re&po!de!t& are hi-hly &ati&fied or deli-hted fro+ pa&t
b*yi!- e/perie!'e,
I"te1"56 5"d e?te1"56 753t#18Q
The +a!!er i! whi'h either a prod*'t or &ervi'e i& per'eived will
depe!d *po! both i!ter!al a!d e/ter!al fa'tor&,
E?te1"56 753t#1 i"76ue"3i"! 5tte"ti#"Q
I"te"8ity 5"d 8iFe
The bri-hter the &o*!d or +ore lo*der the &o*!d, the +are li)ely the
per&o!& atte!tio! i& draw! to it, .or i!&ta!'e adverti&er& *&e thi&
'hara'teri&ti' to draw the atte!tio! of the reader& or viewer&, ;ar-e &i0ed
adverti&e+e!t& i! a !ew&paper or +a-a0i!e will be !oti'ed a!d al&o read
+ore ofte! tha! a &+all i!te!tio! -ive! altho*-h the i!'rea&e &i0e +ay !ot be
li!ear,
After Sa!tro wa& la*!'hed i! the +ar)et, a f*ll pa-e ad of thi& bra!d
'o!ti!*ed to appear i! all leadi!- !ew&paper a!d +a-a0i!e&, it i& li)ely that
per&o!& or reader& !oti'e adverti&e+e!t appeari!- o! other pa-e& of the
!ew&paper tha! if it were to be -ive! *!der the 'la&&ified& ad& 'ol*+!&,
C#"t158t.
B*+a! bei!-& have the ability to adapt to &o*!d&, odo*r&, pai!, bri-ht
li-ht&, !eo! &i-!& a!d +ove+e!t&, That i& h*+a! bei!-& are able to *&e
&e!&ory or-a!& to adapt the+&elve& to vario*& &ti+*li,
0#8iti#".
The po&itio! of di&play of the prod*'t of adverti&e+e!t al&o i& a
deter+i!i!- fa'tor of attra'ti!- the atte!tio!,
N#9e6tyQ
It ha& bee! ob&erved by +ar)eter& that a!ythi!- whi'h i& differe!t fro+
what are !or+ally e/pe't te!t to attra't atte!tio! li)e a! *!*&*al bottle &hape
or perf*+e &trip i! a +a-a0i!e a!d &o o!,
Re4etiti#"Q
Adverti&e+e!t& are repeated +ore ofte! to e!able 'o!&*+er& for
bra!d re'all a& well a& &ti+*late the+ a!d 'reate a &tro!- de&ire for i!tere&t
i! the p*r'ha&e of the prod*'t,
M#9eme"t.
Adverti&er& have al&o &tarted *&i!- billboard& or hoardi!-& with
+ove+e!t, +obile va!& et', &o a& i!(e't a feeli!- of +ove+e!t i!to it, 1a!y
+ar)eter& are fi!di!- o*t &+arter way& to rea'h o*t to the 'o!&*+er by
or-a!i0i!- &o+e +ove+e!t a'tivitie& li)e holdi!- free trait&, de+o!&tratio!&,
e/hibitio!&, +obile va!& et',,
I"te1"56 753t#18Q
C*&to+er& +ay !ot re'eive the +e&&a-e& pa&&ively, U&*ally
'*&to+er& +ay ta)e the +e&&a-e -ive! to the+ by the +ar)eter& a!d the!
*&e it &o that i& +ay fit i!to their ow! i!ter!al world a!d try to wor) o*t i! their
+i!d abo*t 'l*e& to deter+i!e the bra!d& 'apability, 1ar)eter& are i!tere&ted
i! )!owi!- what i& the i+pa't of their *&a-e of +ar)eti!- +i/ ele+e!t& o! the
+i!d& of the 'o!&*+er&, The +ar)eter ha& to 'o!&ta!tly *!der&ta!dH what i&
-oi!- o! i! the 'o!&*+er& +i!d thereH,
Se6e3ti9e 5tte"ti#"
There i& a te!de!'y a+o!- people to 'o!&'io*&ly &ee a!d hear o!ly
'ertai! a&pe't& of the adverti&i!- +e&&a-e, whi'h i& bei!- 'o++*!i'ated,
SATIS.ICATI8N i& a &ele'tive pro'e&&, U&*ally, people are able to &e!&e a!d
re'eive o!ly li+ited i!for+atio! fro+ the e!viro!+e!t a!d he!'e are
'hara'teri&ti'ally &ele'tive, D*ri!- thi& pro'e&& of &ele'tio!, 'ertai! a&pe't& of
&ti+*li are &'ree!ed o*t a!d other& ad+itted, The&e& a&pe't& of the &ti+*li,
whi'h are ad+itted, re+i!d a!d fall withi! the thre&hold of the per&o!, while
tho&e, whi'h are &'ree!ed o*t fall or below the thre&hold li+it,
Thi& per'ept*al &ele'tivity 'a! be a&&o'iated with the i!!er !eed& of a!
i!divid*al, Thi& feeli!- of aware!e&& of a !eed i! the per&o! e/perie!'i!-
di&'o+fort or te!&io!, whe! he thi!)& he i& +i&&i!- &o+ethi!-, S*'h
'o!&*+er& will be +ore aware of the &ti+*li that +eet their !eed& or i!tere&t&,
At that poi!t of the ti+e !eed& or i!tere&t, At that poi!t of ti+e they will have
+i!i+*+ aware!e&& of tho&e a&pe't& of the +ar)eti!- +i/, whi'h will help i!
&ati&fyi!- their !eed&,
Se6e3ti9e e?4#8u1e
Thro*-h &ele'tive e/po&*re people try to avoid 'o+i!- i!to 'o!ta't
with or avoid a!y +e&&a-e that +ay -o a-ai!&t or to be 'o!tradi'tory to the
&tro!-ly held belief& a!d attit*de&, A per&o!E& belief& very &tro!-ly i!fl*e!'e
hi& SATIS.ICATI8N abo*t people or thi!-&, 2e'a*&e of thi&, a fa't i&
'o!'eived !ot o! what it i& b*t o! what a per&o! believe& it to be, Th*& the
i!divid*al !or+ally p*t& a 'e!&or&hip o! the &ti+*l*& (i!p*t& to avoid
di&t*rba!'e of hi& e/i&ti!- belief& a!d val*e, A''ordi!- to Da!iel e Dat0 a!
i!divid*al adopt& thi& &elf"i+po&ed 'e!&or&hip i! hi& i!ta)e of 'o++*!i'atio!&
whe! he fear& 4*e&tio!& fro+ vario*& &o*r'e& re-ardi!- the a*the!ti'ity of hi&
belief& or whe! he i& atta')ed for hi& belief& a!d pra'ti'e&,
Se6e3ti9e 1e3e4ti#", 3#m41e:e"8i#" 5"d 1ete"ti#"
There i& a !at*ral te!de!'y a+o!- people to !oti'e the &ti+*li &*'h
that the i!for+atio! re'eived will fit i!to hi& or her e/i&ti!- +i!d&et, =eople are
&ele'tive i! their te!de!'y to re'eive 'ertai! i!for+atio! a!d retai! it i! &*'h a
way that will &*pport their pre'o!'eptio!&,
=eople have a te!de!'y to for-et +a!y of the thi!-& they lear!, .*rther, they
are li)ely to retai! i!for+atio! that &*pport& their belief& a!d attit*de&, .or
i!&ta!'e, the above+e!tio!ed '*&to+er i& -oi!- to retai! i! +e+ory o!ly the
po&itive a&pe't& of the RAE bra!d of televi&io! a!d 'o!ve!ie!tly for-et the -ood
poi!t& of the 'o+peti!- bra!d&, Th*&, reali0i!- that o!ly 'ertai! a&pe't& of the
adverti&i!- will be retai!ed i! +e+ory &*'h a& to &*pport hi& or her e/i&ti!-
belief& a!d attit*de&, +ar)eter& have to wor) hard to -et a'ro&& their bra!d
+e&&a-e& thro*-h to the late&t a*die!'e,
$./.$. COM0ANY 0ROFILE
Chat &et& U!iver&al Neo!& apart fro+ the typi'al li-hti!- de&i-! fir+G
I& o*r 'o++it+e!t to wor)i!- with +a!*fa't*rer& to develop
'*&to+ e!er-y"effi'ie!t, &tate"of"the"art prod*'t& for o*r '*&to+er&GS
Effi'ie!t a!d E'o!o+i'al,,,
U!iver&al Neo!& wor)& with the 'o*!tryT& +o&t forward"thi!)i!- li-hti!-
+a!*fa't*rer&, Thi& i& to e!&*re that o*r 'lie!t& re'eive o!ly the +o&t effi'ie!t
a!d e'o!o+i'al 'hoi'e& for their appli'atio!&,
=rovi!- o*r 'o++it+e!t to 4*ality a!d &ervi'e i& o*r plea&*re at U!iver&al
Neo!& Co+pa!y,
=URCBASINA
"#rdering is simple at $ni%ersal &eons 'ompan(((
Standard) eas*to*understand forms are pro%ided
to ou to ta+e the guesswor+ out of ordering((( "
Detail,,,
.or li-hti!- pa')a-e&, U!iver&al Neo!& Co+pa!y provide& pri'i!- to it&T
'lie!t& via E/'el a!d will +a)e ad(*&t+e!t& *!til de&i-! &olidifi'atio!,
Che! yo*r pa')a-e i& ready to be ordered, we will &e!d yo* a detailed a!d
ite+i0ed 4*otatio! of all prod*'t& for approval a!d 'o!ver&io! to a p*r'ha&e
order,
,
Si+plify,,,
Rela+pi!- order& are ?+ade &i+ple with '*&to+i0ed SRela+pi!- A*ide &
8rder .or+&S (&ee rela+pi!- at o*r ho+e pa-e,
U!iver&al Neo!& Co+pa!y offer& 9$"day &ta!dard 'redit ter+& to 4*alified
p*r'ha&er&,
Yo*r pea'e"of"+i!d i& o*r -oal at U!iver&al Neo!& Co+pa!y
=RICINA
SChat &et& U!iver&al Neo!& apart fro+ the typi'al li-hti!- de&i-! fir+ i&
o*r 'o++it+e!t to havi!- the lowe&t pri'e, a!d 'o!&ideri!-
val*e"e!-i!eeri!-, whi'h, i! a !*t&hell, i& o*r p*r&*it
of the be&t po&&ible prod*'t& at the be&t po&&ible pri'i!-,,, S
Savi!-&,,,
U!iver&al Neo!& Co+pa!y wor)& with the 'o*!tryT& be&t li-hti!- a!d ele'tri'al
+a!*fa't*rer&,
It i& o*r vol*+e a!d relatio!&hip& that allow *& to pa&& o! &*b&ta!tial &avi!-&
to o*r 'lie!t&,
,
Val*e"E!-i!eeri!-,,,
C*&to+er& that 'a! be!efit fro+ val*e"e!-i!eeri!- will fi!d that we alway&
provide a! e4*al pa')a-e at &*b&ta!tially"lower pri'i!-,
A&) *& for a 4*otatio! for yo*r li-hti!- !eed&, 8*r -*e&& i& that yo* will be
very happy that yo* did, be'a*&e U!iver&al Neo!& Co+pa!y will wor)
dili-e!tly to fi!d o*r 'lie!t& the +o&t 'o&t"effe'tive &ol*tio!& to all of their
ele'tri'al a!d li-hti!- de&i-! !eed&
RE;A1=INA
"$ni%ersal &eons 'ompan,s relamping ser%ice is a great
and eas wa for our clients to ensure the are alwas
showing their products in the best possible light(
2e&t Choi'e,,,
Yo* 'a! 'o*!t o! U!iver&al Neo!& Co+pa!y to e!&*re yo* are *&i!- the be&t
'hoi'e for every li-hti!- appli'atio! a!d that o!ly tho&e la+p& are reordered
a!d &hipped to yo*r fa'ility,
Ce will provide yo* a SRela+pi!- A*ide & 8rder .or+S that 'o!tai!& all the
detail& of yo*r la+pi!- re4*ire+e!t&
,
$././. 0RODUCT 0ROFILE
2a&ed o! the Solar =oi!tU =latfor+ te'h!olo-y, U!iver&al Neo!& Dire't ha&
two prod*'t li!e&VSolar =oi!tU =ower a!d Solar =oi!tU ;i-hti!- &y&te+&V
that '*rre!tly provide '*&to+er &ol*tio!& to &everal lar-e a!d -rowi!-
+ar)et&,
• DISTRI2UTED =8CER AENERATI8N (S8;AR=8INTU =8CER W
• E..ICIENT ;IABTINA (S8;AR=8INTU ;IABTINA W
• =B8T8 2I8REACT8RS (S8;AR=8INTU ;IABTINA W
The i!'rea&i!- 'o&t& of e!er-y, -rowi!- depe!de!'e o! fi!ite a!d forei-!
e!er-y &o*r'e&, a!d -rowi!- e!viro!+e!tal 'o!'er!& have lead to two
&i-!ifi'a!t rea'tio!& ,
7, The e!a't+e!t of .ederal a!d &tate i!'e!tive& a!d re&tri'tive
re-*latio!& related to b*ildi!- effi'ie!'ie&, a!d
%, Re!ewed p*bli' a!d private i!ve&t+e!t i! re!ewable e!er-y &ol*tio!&,
I! &hort, the US i& adopti!- a Ired*'e a!d re!ewH approa'h to the
-atheri!- e!er-y 'halle!-e&,
Cith it& ver&atile Solar =oi!tU =latfor+ e!abli!- appli'atio!& fro+ biorea'tor&
for biodie&el prod*'tio! a!d C8
%
&e4*e&tratio!, to 'o!'e!trated photovoltai'
for di&trib*ted ele'tri'ity -e!eratio!, to e!er-y"effi'ie!t hybrid &olar li-hti!-,
U!iver&al Neo!& Dire't i& po&itio!ed &4*arely i! the +iddle of the e+er-i!-
adva!'ed e!er-y te'h!olo-ie& +ar)et,
• A8VERN1ENT AND ;EED W
• C811ERCIA; AND RETAI; W
• UTI;ITY W
• EDUCATI8N AND RESEARCB W
$./.) ORGANISATIONAL CHART
Managing
director
Regional
Sales
Manager
(south)
Regional
Sales
Manager
(east)
Regional
Sales
Manager
(west)
Area sales
manager
Area sales
manager
Regional
Sales
Manager
(north)
Area sales
manager
Area sales
manager
Area sales
manager
Area sales
manager
Area sales
manager
Area sales
manager
Divisional
sales
manager
Divisional
sales
manager
Team leader Team leader
Group
eader
Group
eader
!ustomer
sales
specialist
!ustomer
sales
specialist
CHA0TER=/
DATA ANALYSIS AND INTER0RETATION
/.$.$ 0ERCENTAGE ANALYSIS
T5b6e /.$.$. .re4*e!'y di&trib*tio! of Ae!der
Ge"de1 F1eJue"3y 0e13e"t5!e
1ale <% <%X
.e+ale :F :FX
Total 7$$ 7$$X
C:51t/.$. $. .re4*e!'y di&trib*tio! of Ae!der
I"7e1e"3e.
.ro+ the above a!aly&i&, !*+ber of re&po!de!t& 7$$ fro+ that it i&
i!ferred that the fre4*e!'y per'e!ta-e di&trib*tio! of :FXfe+ale re&po!de!t&
i& +ore tha! the <%X+ale re&po!de!t&,
/.$./ T5b6e 8:#<i"! t:5t t:e 1e84#"de"t8 4u13:58e #7 t:e U"i9e1856
Ne#"8 6ette18 41#du3t
8ptio!& No, 8f re&po!de!t& =er'e!ta-e
Ye& 7$$ 7$$
No $ $
Total 7$$ 7$$
/.$./ C:51t 8:#<i"! t:5t t:e 1e84#"de"t8 4u13:58e #7 t:e U"i9e1856
Ne#"8 6ette18 41#du3t
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that the 7$$X of the re&po!de!t&
p*r'ha&i!- U!iver&al Neo!& letter& prod*'t
T5b6e /.$. ). .re4*e!'y di&trib*tio! of 1o!thly i!'o+e
1o!thly I!'o+e .re4*e!'y =er'e!ta-e
2elow <$$$ 7# 7#X
<$$7">$$$ 7? 7?X
>$$7"7$$$$ 9> 9>X
Above 7$$$$ %F %FX
Total 7$$ 7$$X
C:51t /.$.). .re4*e!'y di&trib*tio! of 1o!thly i!'o+e
I"7e1e"3e.
.ro+ the above a!aly&i&, it i& i!ferred that the 7?X of the re&po!de!t& are
<$$7">$$$ 'ate-ory ear!er&K %FX of the re&po!de!t& are above 7$$$$
ear!er&K 9>X of the re&po!de!t& are >$$7"7$$$$ 'ate-ory ear!er&K 7#X of
the re&po!de!t& are below <$$$,
T5b6e/.$.C. A!aly&i& o! IRe&po!de!t& aware!e&& of UNIVERSA; NE8NS
=R8DUCTSH
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 Ye& 7$$ 7$$X
% No $ $
Total 7$$ 7$$X
C:51t /.$.C. A!aly&i& o! Io! IRe&po!de!t& aware!e&& of UNIVERSA;
NE8NS =R8DUCTS
I"7e1e"3e.
.ro+ the above a!aly&i&, it i& i!ferred that the !*+ber of re&po!de!t& tho&e
are aware of prod*'t i& 7$$ X,
T5b6e /.$K.E. A!aly&i& o! IRe&po!de!t& opi!io! o! how they 'o+e to )!ow
abo*t thi& prod*'tH
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 .rie!d& %: %:X
% Relative& 7# 7#X
9 Adverti&e+e!t %$ %$X
: Nei-hbor& :$ :$X
Total 7$$ 7$$X
C:51t /.$.E. A!aly&i& o! IRe&po!de!t& opi!io! o! how they 'o+e to )!ow
abo*t thi& prod*'tH
I"7e1e"3e.
.ro+ the above a!aly&i&, it ha& bee! fo*!d that the re&po!de!t& &aid the
vario*& rea&o!& to )!ow abo*t the prod*'t, i! whi'h !early :$X are d*e to
Nei-hbor&, %:X are d*e to .rie!d&, %$X of the parti'ipa!t& are *&i!- d*e to
Adverti&e+e!t& a!d 7#X are d*e to relative&,
/.$.( T5b6e 8:#<i"! t:5t t:e 85ti8753ti#" 6e9e6 1e!51di"! 1e41e8e"t5ti#"
#7 t:e 41#du3t
8pi!io! No, 8f re&po!de!t& =er'e!ta-e
Bi-hly &ati&fied 9% 9%
Sati&fied 7< 7<
Ne*tral 9% 9%
Di&&ati&fied 7$ 7$
Bi-hly di&&ati&fied 77 77
Total 7$$ 7$$
%:
7#
%$
:$
$
<
7$
7<
%$
%<
9$
9<
:$
:<
.rie!d&
Relative&
Adverti&e+e!t
Nei-hbor&
Serie&7
/.$.( C:51t 8:#<i"! t:5t t:e 85ti8753ti#" 6e9e6 1e!51di"! 1e41e8e"t5ti#"
#7 t:e 41#du3t
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that 9%X are !e*tral re-ardi!-
repre&e!tatio! of thi& prod*'t, 7<X of the re&po!de!t& are &ati&fied re-ardi!-
repre&e!tatio! of thi& prod*'t, 7$X are di&&ati&fied with repre&e!tatio! of thi&
=rod*'t, 9%X are hi-hly &ati&fied a!d the re+ai!i!- 77X are hi-hly
di&&ati&fied with their repre&e!tatio!,
/.$.' T5b6e 8:#<i"! t:5t t:e #9e1566 85ti8753ti#" 5b#ut t:i8 41#du3t
.a'tor& No, 8f re&po!de!t& =er'e!ta-e
@*ality << <<
=ri'e 7: 7:
=ro+otio!al 8ffer& 7$ 7$
Delivery a!d other
&ervi'e&
77 77
Availability 7$ 7$
Total 7$$ 7$$
/.$.'C:51t 8:#<i"! t:5t t:e #9e1566 85ti8753ti#" 5b#ut t:i8 41#du3t
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that <<X of the re&po!de!t& are
&ati&fied with 4*ality, 7:X are &aid &ati&fied with their pri'e level of the
prod*'t, 7$X of the+ &ati&fied with their pro+otio!al offer&, 77X are &ati&fied
with their delivery a!d &ervi'e& a!d the re+ai!i!- of the+ &aid that they are
&ati&fied with the other a'tivitie&
/.$.%T5b6e 8:#<i"! t:5t #4i"i#" 5b#ut 3u8t#me1 41e831ibe8 t:i8 41#du3t
8pi!io! No, 8f re&po!de!t& =er'e!ta-e
Very fre4*e!t #$ #$
.re4*e!t %$ %$
Rare > >
Very rare 79 79
Total 7$$ 7$$
/.$.% C:51t 8:#<i"! t:5t #4i"i#" 5b#ut 3u8t#me1 41e831ibe8 t:i8
41#du3t
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that the #$X of the re&po!de!t& are
&aid that '*&to+er pre&'ribe& thi& prod*'t very fre4*e!tly, %$X are &aid that
'*&to+er pre&'ribe& thi& prod*'t fre4*e!tly, 79X are &aid that thi& prod*'t i&
pre&'ribed by '*&to+er rare a!d the re+ai!i!- &aid that '*&to+er pre&'ribe&
thi& prod*'t i& very rare,
/.$.- T5b6e 8:#<i"! t:5t #9e1566 #4i"i#" 5b#ut t:i8 41#du3t
8pi!io! No, 8f re&po!de!t& =er'e!ta-e
E/'elle!t 7$ 7$
Aood 9$ 9$
.air #$ #$
=oor $ $
Total 7$$ 7$$
/.$.-C:51t 8:#<i"! t:5t #9e1566 #4i"i#" 5b#ut t:i8 41#du3t
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that the 7$X havi!- e/'elle!t opi!io!
abo*t thi& prod*'t, 9$X are &aid -ood a!d the re+ai!i!- #$X havi!- fair
opi!io! abo*t thi& prod*'t
/.$.$&T5b6e 8:#<i"! t:5t UNIVERSAL NEONS 51e m#1e 3#m4etiti9e t:5"
t:e #t:e1 41#du3t8
8pi!io! No, 8f re&po!de!t& =er'e!ta-e
Stro!-ly a-ree 79 79
A-ree :9 :9
Ne*tral %9 %9
Di&a-ree 77 77
Stro!-ly Di&a-ree 7$ 7$
Total 7$$ 7$$
/.$.$&C:51t 8:#<i"! t:5t UNIVERSAL NEONS 51e m#1e 3#m4etiti9e t:5"
t:e #t:e1 41#du3t8
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that the %9X are !e*trally a-ree that
the&e prod*'t& are +ore 'o+petitive tha! the other prod*'t&,:9X are
a-ree,77X are di&a-ree,7$X are &tro!-ly di&a-ree a!d the re+ai!i!- 79X
a!d &tro!-ly a-ree
/.$.$$ T5b6e 8:#<i"! t:5t t:e m#8t 41e7e15b6e 8e!me"t #7 t:i8
UNIVERSAL NEONS
Se-+e!t& No, 8f re&po!de!t& =er'e!ta-e
=ower 'o!&*+e& :< :<
;ower 'o&t 9< 9<
4*ality $F $F
All 7% 7%
Total 7$$ 7$$
/.$.$$ C:51t 8:#<i"! t:5t t:e m#8t 41e7e15b6e 8e!me"t #7 t:i8
UNIVERSAL NEONS
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that the :<X are preferred feat*re of
the UNIVERSA; NE8NS i& =ower 'o!&*+e&, 9<X are preferred ;ower 'o&t,
7%X are preferred 4*ality a!d the re+ai!i!- are preferred all,
/.$.$/ T5b6e 8:#<i"! t:5t 856e8 #7 t:e UNIVERSAL NEONS 51e m#1e
<:e" 3#m451ed t# #t:e1 3#m4etit#1 41#du3t i" t:e m51Bet
8pi!io! No of re&po!de!t& =er'e!ta-e
Stro!-ly a-ree 7< 7<
A-ree %# %#
Ne*tral %9 %9
Di&a-ree %9 %9
Stro!-ly Di&a-ree 79 79
Total 7$$ 7$$
/.$.$/ C:51t 8:#<i"! t:5t 856e8 #7 t:e UNIVERSAL NEONS 51e m#1e
<:e" 3#m451ed t# #t:e1 3#m4etit#1 41#du3t i" t:e m51Bet
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that %9X of the re&po!de!t&
&aid that the &ale& of the UNIVERSA; NE8NS are !e*tral whe! 'o+pared to
'o+petitor prod*'t, %9X of the+ di&a-ree& that &ale& of the prod*'t& are
+ore, %#X are a-ree that &ale& of the prod*'t& are +ore, 7<X are &tro!-ly
a-ree that the &ale& of the UNIVERSA; NE8NS are +ore a!d the re+ai!i!-
79X are &tro!-ly di&a-ree of thi& &tate+e!t,
T5b6e/.$.$) A!aly&i& o! IRe&po!de!t& &ati&fa'tio! level toward& the 4*ality of
the prod*'tH
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 Aood 9% 9%X
% Sati&fa'tory :: ::X
9 1oderate 7% 7%X
: Need& 7% 7%X
i+prove+e!t
Total 7$$ 7$$X
C:51t /.$.$). A!aly&i& o! IRe&po!de!t& &ati&fa'tio! level toward& the 4*ality
of the prod*'tH
I"7e1e"3e.
.ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t of 7$$ '*&to+er&
!early ::X are &ati&fied with the 4*ality of the prod*'t, 9%X of the
re&po!de!t& &aid -ood,7%X of the re&po!de!t& &aid +oderate opi!io! a!d
7%X of the re&po!de!t& &aid to the 4*ality of the prod*'t !eed&
i+prove+e!t,
T5b6e /.$.$C. A!aly&i& o! IRe&po!de!t& &ati&fa'tio! level 'o+pari!- other
&i+ilar prod*'t&H
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 Aood :F :FX
% 1oderate F FX
9 Sati&fa'tory %F %FX
: E/'elle!t 7# 7#X
Total 7$$ 7$$X
C:51t /.$.$C. A!aly&i& o! IRe&po!de!t& &ati&fa'tio! level 'o+pari!- other
&i+ilar prod*'t&H
I"7e1e"3e.
"rom the a#ove anal$sis% it has #een &ound that out o& 1'' customers nearl$ ()*
said good% 2)*said the product is satis&actor$%1+* o& the respondent said e,cellent%
)*o& the respondents said the product is moderate when compared to other similar
products.
Table2.1.15. Anal$sis on -Respondents opinion towards the availa#ilit$ o&
./012RSA /23/S 4R3D.!TS at all the time with the retailers5
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 Ye& F$ F$X
% No %$ %$X
Total 7$$ 7$$X
C:51t/.$.$E. A!aly&i& o! IRe&po!de!t& opi!io! toward& the availability of
UNIVERSA; NE8NS =R8DUCTS at all the ti+e with the retailer&H
I"7e1e"3e.
.ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t that F$X of the
re&po!de!t& &aid Rye&E a!d %$X of the re&po!de!t& &aid R!oE to the availability
of the prod*'t with the retailer& at
T5b6e /.$.$(. A!aly&i& o! IRe&po!de!t& view o! rati!- the 4*ality of prod*'t
to it& pri'eH
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 1oderate %$ %$X
% Rea&o!able <# <#X
9 Bi-h %: %:X
: Very hi-h $ $
Total 7$$ 7$$X
C:51t /.$.$(.A!aly&i& o! IRe&po!de!t& view o! rati!- the 4*ality of prod*'t
to it& pri'eH
I"7e1e"3e.
.ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t of 7$$ '*&to+er&
!early <#X &aid rea&o!able for rati!- the 4*ality of prod*'t to it& pri'e, %:X
of the re&po!de!t& &aid hi-h, %$X of the re&po!de!t& are +oderate a!d $X
8. re&po!de!t& &aid very hi-h for rati!- the 4*ality of prod*'t to it& pri'e
T5b6e/.$.$' A!aly&i& o! IRe&po!de!t& opi!io! o! the per'eptio! of the
prod*'tH
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 Aood 4*ality F FX
% 8ffer& $ $
9 Ready availability >% >%X
: No+i!al pri'e %$ %$X
Total 7$$ 7$$X
C:51t /.$.$' A!aly&i& o! IRe&po!de!t& opi!io! o! the per'eptio! of the
prod*'tH
I"7e1e"3e.
.ro+ the above a!aly&i&, it ha& bee! fo*!d that the re&po!de!t& &aid the
vario*& rea&o!& , i! whi'h !early >%X are d*e to ready availability, %$X &aid
!o+i!al pri'e, FX of the+ &aid -ood 4*ality a!d $X &aid offer& abo*t the
per'eptio! ,
T5b6e /.$.$%. A!aly&i& o! IRe&po!de!t& view o! what +ade the+ to b*y
UNIVERSA; NE8NS =R8DUCTS 'o+pari!- 'o+petitor& prod*'t&H
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 @*ality :: ::X
% @*a!tity F FX
9 =ri'e :: ::X
: 8ffer& : :X
Total 7$$ 7$$X
C:51t /.$.$-. A!aly&i& o! IRe&po!de!t& view o! what +ade the+ to b*y
UNIVERSA; NE8NS =R8DUCTS 'o+pari!- 'o+petitor& prod*'t&H
I!fere!'eQ
.ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t ::X of the+ are
i!fl*e!'ed by pri'e, ::X &aid they are i!fl*e!'ed by prod*'t 4*ality, FX of the
re&po!de!t &aid d*e to 4*a!tity, :X of the re&po!de!t& &aid offer& +ade the+
to b*y thi& prod*'t 'o+pari!- to 'o+petitor& prod*'t&,
-(- Statistical Tool
/./.$ C:i SJu51e Te8t
CHI=SGUARE ANALYSIS
AIM.
The ob(e'tive of *&i!- 'hi"&4*are te&t i& to fi!d o*t the &ati&fa'tio!
of the '*&to+er& i! !ew *!iver&al !eo!& Co+pa!y i& Availability v& fa'tor&
i!fl*e!'i!- to b*y UNIVERSA; NE8NS =R8DUCTS,
Bo L There i& &i-!ifi'a!t relatio!&hip betwee! Availability V& fa'tor&
i!fl*e!'i!- to b*y UNIVERSA; NE8NS =R8DUCTS,
B7 L There i& !o &i-!ifi'a!t relatio!&hip betwee! Availability V& fa'tor&
i!fl*e!'i!- to b*y UNIVERSA; NE8NS =R8DUCTS,
Ob8e19ed F1eJue"3y
F53t#18 Gu56ity Gu5"tity 01i3e O77e18 T#t56
S. N# A95i65bi6ity A B C D
7 Ye8 9% # 9% % >%
% N# 7% % 7% % %F
T#t56 :: F :: : 7$$
E?4e3ted F1eJue"3y
F53t#18 E3#"#my E?3iti"!
#77e18
Fi?ed
31edit
A66
T#t56
S. N# A95i65bi6ity A B C D
7 Ye8 97,#F <,># 97,#F %,FF >%
% N# 7%,9% %,%: 7%,9% 7,7% %F
9 T#t56 :: F :: : 7$$
Hy4#t:e8i8 C563u65ti#"
8i Ei (8i"Ei% Y (8i"Ei%OE
9% ::/>%O7$$L97,#F $,7$%: $,$$99
# F/>%O7$$L<,># $,$<># $,$7
9% ::/>%O7$$L97,#F $,7$%: $,$$99
% :/>%O7$$L%,FF $,>>:: $,%#F
7% ::/%FO7$$L7%,9% $,7$%: $,$$F9
% F/%FO7$$L%,%: $,$<># $,$%<
7% ::/%FO7$$L7%,9% $,7$%: $,$$F9
% :/%FO7$$L7,7% $,>>:: $,#?
L Oi=Ei*/>EI CALCULATED VALUEI$.&$(/
(r"7 / (!"7 L 9 D. at < X level of &i-!ifi'a!'e
Cal'*lated Val*e L 7,$%
Tab*lated val*e L $,9<%
Ce a''ept B7 Si!'e the 'al'*lated val*e i& -reater tha! tab*lated val*e,
I"7e1e"3e.
Above table Ill*&trate& relatio!&hip betwee! Availability V& fa'tor& i!fl*e!'i!-
to b*y UNIVERSA; NE8NS =R8DUCTS, Chi"&4*are te&t wa& perfor+ed at
$,$< level of &i-!ifi'a!'e,
Si!'e the 'al'*lated val*e i& -reater tha! table val*e we re(e't the !*ll
hypothe&i& a!d a''ept the alter!ative hypothe&i&,Be!'e it i& proved that there
i& betwee! availability a!d fa'tor& i!fl*e!'i!- to b*y UNIVERSA; NE8NS
).$.FINDINGS
? .ro+ the above a!aly&i&, it i& i!ferred that the fre4*e!'y per'e!ta-e
di&trib*tio! of :FXfe+ale re&po!de!t& i& +ore tha! the <%X+ale
re&po!de!t&,
? .ro+ the table it 'a! be i!ferred that the 7$$X of the re&po!de!t&
p*r'ha&i!- U!iver&al Neo!& letter& prod*'t
? .ro+ the above a!aly&i&, it i& i!ferred that the 7?X of the re&po!de!t&
are <$$7">$$$ 'ate-ory ear!er&K %FX of the re&po!de!t& are above
7$$$$ ear!er&K 9>X of the re&po!de!t& are >$$7"7$$$$ 'ate-ory
ear!er&K 7#X of the re&po!de!t& are below <$$$,
? .ro+ the above a!aly&i&, it i& i!ferred that the !*+ber of re&po!de!t&
tho&e are aware of prod*'t i& 7$$ X,
.ro+ the above a!aly&i&, it ha& bee! fo*!d that the re&po!de!t& &aid the
vario*& rea&o!& to )!ow abo*t the prod*'t, i! whi'h !early :$X are d*e
to Nei-hbor&, %:X are d*e to .rie!d&, %$X of the parti'ipa!t& are *&i!-
d*e to Adverti&e+e!t& a!d 7#X are d*e to relative&,
? .ro+ the table it 'a! be i!ferred that 9%X are !e*tral re-ardi!-
repre&e!tatio! of thi& prod*'t, 7<X of the re&po!de!t& are &ati&fied
re-ardi!- repre&e!tatio! of thi& prod*'t, 7$X are di&&ati&fied with
repre&e!tatio! of thi&
? =rod*'t, 9%X are hi-hly &ati&fied a!d the re+ai!i!- 77X are hi-hly
di&&ati&fied with their repre&e!tatio!,
? .ro+ the table it 'a! be i!ferred that <<X of the re&po!de!t& are
&ati&fied with 4*ality, 7:X are &aid &ati&fied with their pri'e level of the
prod*'t, 7$X of the+ &ati&fied with their pro+otio!al offer&, 77X are
&ati&fied with their delivery a!d &ervi'e& a!d the re+ai!i!- of the+ &aid
that they are &ati&fied with the other a'tivitie&
? .ro+ the table it 'a! be i!ferred that the #$X of the re&po!de!t& are
&aid that '*&to+er pre&'ribe& thi& prod*'t very fre4*e!tly, %$X are &aid
that '*&to+er pre&'ribe& thi& prod*'t fre4*e!tly,
? .ro+ the table it 'a! be i!ferred that the 7$X havi!- e/'elle!t opi!io!
abo*t thi& prod*'t, 9$X are &aid -ood a!d the re+ai!i!- #$X havi!- fair
opi!io! abo*t thi& prod*'t .ro+ the table it 'a! be i!ferred that the %9X
are !e*trally a-ree that the&e prod*'t& are +ore 'o+petitive tha! the
other prod*'t&,:9X are a-ree,77X are di&a-ree,7$X are &tro!-ly
di&a-ree a!d the re+ai!i!- 79X a!d &tro!-ly a-ree
? .ro+ the table it 'a! be i!ferred that the :<X are preferred feat*re of the
UNIVERSA; NE8NS i& =ower 'o!&*+e&, 9<X are preferred ;ower
'o&t, 7%X are preferred 4*ality a!d the re+ai!i!- are preferred all,
? .ro+ the table it 'a! be i!ferred that %9X of the re&po!de!t& &aid that
the &ale& of the UNIVERSA; NE8NS are !e*tral whe! 'o+pared to
'o+petitor prod*'t, %9X of the+ di&a-ree& that &ale& of the prod*'t& are
+ore, %#X are a-ree that &ale& of the prod*'t& are +ore, 7<X are
&tro!-ly a-ree that the &ale& of the UNIVERSA; NE8NS are +ore a!d
the re+ai!i!- 79X are &tro!-ly di&a-ree of thi& &tate+e!t,
? .ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t of 7$$ '*&to+er&
!early ::X are &ati&fied with the 4*ality of the prod*'t, 9%X of the
re&po!de!t& &aid -ood, 7%X of the re&po!de!t& &aid +oderate opi!io!
a!d 7%X of the re&po!de!t& &aid to the 4*ality of the prod*'t !eed&
i+prove+e!t,
? .ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t of 7$$ '*&to+er&
!early :FX &aid -ood, %FX&aid the prod*'t i& &ati&fa'tory,7#X of the
re&po!de!t &aid e/'elle!t, FXof the re&po!de!t& &aid the prod*'t i&
+oderate whe! 'o+pared to other &i+ilar prod*'t&,
? .ro+ the above a!aly&i&, it ha& bee! fo*!d that the re&po!de!t& &aid the
vario*& rea&o!&, i! whi'h !early >%X are d*e to ready availability, %$X
&aid !o+i!al pri'e, FX of the+ &aid -ood 4*ality a!d $X &aid offer&
abo*t the per'eptio! of the prod*'t,
? the above a!aly&i&, it ha& bee! fo*!d that o*t ::X of the+ are
i!fl*e!'ed by pri'e, ::X &aid they are i!fl*e!'ed by prod*'t 4*ality, FX
of the re&po!de!t &aid d*e to 4*a!tity, :X of there&po!de!t& &aid offer&
+ade the+ to b*y thi& prod*'t 'o+pari!- to 'o+petitor& prod*'t&,
)./. SUGGESTIONS
o Attra'tive adverti&e+e!t& +ay be -ive! thro*-h +edia,
o =rovidi!- +ore pro+otio!al &'he+e& a!d offer&,
o =ri'e +ay be de'rea&ed favorably,
o @*a!tity 'a! be i!'rea&ed,
o 1ore o*tlet& 'a! be pla'ed,
o The 'o+pa!y 'a! provide vario*& type& of prod*'t& i!
a-arbattie&,
o .ra-ra!'e 'a! be i!'rea&ed 'o!&iderably,
).) CONCLUSION
The pro(e't wor) do!e i! UNIVERSA; NE8NS ha& -ive! +e i++e!&e
pra'ti'al )!owled-e abo*t .1CA prod*'t& ,Thi& pro(e't a& developed &elf"
'o!fide!'e i! +e, The 'o+pa!y ha& proved to be a leadi!- bra!d i! the
+ar)et i! +a!y a&pe't& li)e Trade 1ar)&, @*ality, a!d '*&to+er &ati&fa'tio!,
The o!ly area& were 'o+pa!y i& to i+prove i& pro+otio!al a'tivitie&, It i&
+atter of -reat pride to do +y pro(e't i! thi& 'o+pa!y whi'h ha& -ot +a!y
award& for it& e/'elle!t b*&i!e&& pra'ti'e&, The i!for+atio!& )!owled-e I
have -ai!ed wo*ld help i! +y f*t*re &t*die& a!d pla'e+e!t,
UNIVERSA; NE8NS divi&io! i! Che!!ai fa'e& a very to*-h 'o+petitio! fro+
the vario*& 'o+petitor&, Eve! tho*-h the prod*'t i& doi!- e/tre+ely well
whe! 'o+pared to 'o+petitor prod*'t, it &till ha& &o+e drawba')&,
VEL MULTITECH SRI RANGARA+AN SAKUNTHALA ENGINEERING
COLLEGE
DE0ARTMENT OF MANAGEMENT STUDIES
0RO+ECT GUESTIONNAIRE
NAME. KARTHIKEYAN .G
A &t*dy o! CUSTOMER SATISFACTION i! re&pe't of UNIVERSAL NEONS,I
a+ a +a!a-e+e!t &t*de!t *!derta)i!- a topi' o! the 'o!&*+er opi!io! of
UNIVERSA; NE8NS, Thi& i& a part of +y &t*dy i! f*lfilli!- the re4*ire+e!t&
of the +a!a-e+e!t &t*die& ,I wo*ld be obli-ed if yo* 'o*ld provide +e with
&o+e of yo*r val*able tile to a!&wer a few 4*e&tio!& whi'h be &tri'tly
'o!fide!tial a!d p*rely *&ed for a'ade+i' p*rpo&e,
GUESTIONNAIRE
=ART" 7
a Na+e Q
=ART"%
7, Ae!der Q 5 6 1ale 5 6 .e+ale
% Do yo* p*r'ha&e UNIVERSA; NE8NS prod*'t&G
a Ye& b No
9, The fre4*e!'y di&trib*tio! of +o!thly i!'o+eG
5 6 below <$$$ 5 6 <$$7">$$$ 5 6 >$$7"7$$$$ 5 6 above 7$$$$
A7
:, Did yo* aware of U!iver&al Neo!& prod*'tG
5 6 Ye& 5 6 No
<, Bow they 'o+e to )!ow abo*t thi& prod*'tG
5 6 .rie!d& 5 6 Relative& 5 6 Adverti&e+e!t 5 6 Nei-hbor&
# Chat i& yo*r &ati&fa'tio! level re-ardi!- repre&e!tatio! of thi& prod*'tG
a Bi-hly &ati&fied b Sati&fied
' Ne*tral d Di&&ati&fied
e Bi-hly di&&ati&fied
> ChatE& yo*r overall &ati&fa'tio! abo*t thi& prod*'tG
a @*ality b =ri'e
' =ro+otio!al offer& d Delivery a!d other &ervi'e&,
e Availability
F Bow ofte! doe& the '*&to+er pre&'ribe& thi& prod*'t
a Very fre4*e!t b .re4*e!t
' Rare d Very rare
? Chat i& yo*r overall opi!io! abo*t thi& prod*'tG
a E/'elle!t b Aood
' .air d =oor
7$ Do yo* a-ree that the &ale& of thi& prod*'t are +ore whe! 'o+pared to
other 'o+petitor prod*'t i! +ar)etG
a Stro!-ly a-ree b A-ree
' Ne*tral d Di&a-ree
e Stro!-ly di&a-ree
77 Chat i& yo*r +o&t preferable &e-+e!t of thi& prod*'tG
a =ower 'o!&*+e& b lower 'o&t
' @*ality d All
7% Do yo* a-ree that the&e prod*'t& are +ore 'o+petitive tha! the other
prod*'t&G
a Stro!-ly a-ree b a-ree
' Ne*tral d Di&a-ree
e Stro!-ly Di&a-ree
79, Sati&fa'tio! level toward& the 4*ality of the prod*'tH
a-ood b&ati&fa'tory '+oderate d!eed i+prove+e!t
7:, If yo* have 'o+pared with other &i+ilar prod*'t&, how do yo* feel abo*tG
UNIVERSA; NE8NS =R8DUCTSG
5 6 -ood 5 6 +oderate 5 6 &ati&fa'tory 5 6 e/'elle!t
7<, Do yo* a-ree thi& prod*'t i& available with retailer& at all the ti+e&G
5 6 ye& 5 6 !o
7#, Bow do yo* rate the 4*ality of the prod*'t whe! 'o+pared to it& pri'eG
5 6 +oderate 5 6 rea&o!able 5 6 hi-h 5 6 very hi-h
7>, Chat &tri)e& yo*r +i!d whe! yo* hear abo*t UNIVERSA; NE8NS
=R8DUCTSG
5 6 -ood 4*ality 5 6 offer& 5 6 ready availability 5 6 !o+i!al pri'e
7F, Chat +a)e& yo* to b*y UNIVERSA; NE8NS =R8DUCTS 'o+pari!-
'o+petitor& prod*'t&G
5 6 4*ality 5 6 4*a!tity 5 6 pri'e 5 6 offer&
7?, A!y other &*--e&tio!& re-ardi!- the prod*'t ZZZZZZZZZZZZZZZZZZZZ,
REFERENCES
BOOKS.
S.NO NAME OF THE BOOK AUTHOR
7, 1ARDETINA 1ANAAE1ENT =BI;I= D8T;ER
%, RESEARCB 1ETB8D8;8AY C,R D8TBARI
9, RESEARCB 1ETB8D8;8AY U1A
SEDARAN
@EBSITES.
7, Cww, 'o!fir+it,'o+
%, Cww, liberty7?:>,'o+
9, www,Ci)ipedia,'o+
A%
doc_209614806.doc
The project titled a study on RETAILER SATISFACTION with references to the retailers and wholesalers in UNIVERSAL NEONS, CHENNAI.
A STUDY ON CUSTOMER SATISFACTION IN UNIVERSAL NEONS,
CHENNAI
Submitted By
KARTHIKEYAN.G
Re!."#$$%&'()$&))*
OF
Department of Management Studies
VEL MULTITECH SRI RANGARA+AN SAKUNTHALA ENGINEERING
COLLEGE
ACCREDITED BY NBA , ISO -&&$./&&& CERTIFIED INSTITUTION*
(Approved by AICTE, New Delhi & Affiliated to ANNA UNIVERSITY
Avadi, Che!!ai"#$$ $#%
A 01#2e3t Re4#1t
Submitted To
F53u6ty #7 M5"5!eme"t Studie8
In Partial Fulfillment of the Requirement for the Award of the Degree of
MASTER OF BUSINESS ADMINISTRATION
IN
MARKETING
VEL MUTITECH SRI RANGARA+AN SAKUNTHALA
ENGINEERING COLLEGE
A331edited by NBA
ISO -&&$. /&&& 3e1ti7ied i"8tituti#"*
A77i6i5ted t# A""5 U"i9e18ity
A95di, 3:e""5i ; (&&&(/.
BONAFIDE CERTIFICATE
Thi& i& to 'ertify that the pro(e't report CUSTOMER SATISFICATION
t#<51d8 UNIVERSAL NEONS IN CHENNAI i& the bo!afide wor) of
KARTHIKEYAN.G* Re!. N#=$$%&'()$&))* who 'arried o*t the re&ear'h
*!der +y &*pervi&io!, Certified f*rther that to the be&t of +y )!owled-e the
wor) reported here i! doe& !ot for+ part of a!y other pro(e't report or
di&&ertatio! o! the ba&i& of whi'h a de-ree or award wa& 'o!ferred o! a!
earlier o''a&io! o! thi& or a!y other 'a!didate,
01i"3i456 HOD > De5"
A88e88ed by
I"te1"56 E?5mi"e1 E?te1"56 E?5mi"e1
I
ACKNO@LEGDEMENT
.ir&t of all I ta)e thi& opport*!ity to e/pre&& +y -ratit*de to o*r
'hair+a! D1. R.R5"!51525", B.E E6e3t*, B.E Me3:*, 5"d M.S Aut#* 4A:d
5"d t# D1. Sidd:5445 N5idu, 0:.D., pri!'ipal of VEL MUTITECH SRI
RANGARA+AN SAKUNTHALA ENGINEERING COLLEGE*
I wo*ld li)e to e/te!d +y &i!'ere tha!)& to o*r head of the depart+e!t
D1.V.B5658ub15m5"i5", M.3#m, M.4:i6, 0:.D a!d to +y i!ter!al -*ide
M1.A1#3Biy5 152, M.B.A., M.0:i6.,
I wo*ld li)e to e/pre&& +y &i!'ere -ratit*de to
MR.G.SRINIVASAN, MBA M51Beti"! m5"5!e1 who&e i!val*able -*ida!'e
a!d e!'o*ra-e+e!t helped +e !ot o!ly to perfor+ the wor) a&&i-!ed to +e,
b*t al&o to lear! o!e of the '*rre!t tre!d& of 'o&t 'o!trol &y&te+.
The pro(e't wor) of UNIVERSAL NEONS -ave +e a! e/po&*re to
the 'o+pa!y a!d helped +e to lear! the fi!er a&pe't& of .i!a!'e, D*ri!- the
period I e!(oyed -reat &*pport fro+ the 'ollea-*e& wor)i!- i! the
or-a!i0atio!, I *&e thi& opport*!ity to e/te!d +y heartfelt tha!)& to the people
behi!d the &*''e&& of thi& pro(e't,
I e/te!d +y -ratit*de to the other &taff +e+ber& of 12A depart+e!t of
VEL MULTITECH SRS ENGG COLLEGE a!d fi!ally to +y pare!t& a!d +y
frie!d& who had helped +e i! doi!- thi& pro(e't i! a &*''e&&f*l +a!!er,
KARTHIKEYAN.G*
III
3
ABSTRACT
The pro(e't titled a &t*dy o! RETAILER SATISFACTION with refere!'e&
to the retailer& a!d whole&aler& i! UNIVERSAL NEONS, CHENNAI.
The 'o+pa!y ha& bee! prod*'i!- +ore 4*ality perf*+ery prod*'t&, The
+a!*fa't*ri!- pro'e&& ha& bee! !ot affe'ti!- the e!viro!+e!t, D*&t i& the
pri+ary wa&te +aterial a!d it i& 'o!tai!ed by va'**+i!- a!d e/'elle!t
ve!tilatio!, All paper -ood& are re'y'lable a!d -ive the *&able prod*'t to the
people, They prod*'e loba! dhoop&, I!'e!&e Sti')& 5A-arbatti&6
The 'o+pa!y *&e hi-h te'h!i'al pro'e&& a!d raw +aterial& are 'olle'ted
fro+ !at*ral aro+ati' a!d herbal 'o+po*!d&, Char'oal i& al&o *&ed to +a)e
the ab&orbe!t p*!), The fra-ra!t oil& are +ade of oil fro+ !at*rally aro+ati'
pla!t& or fro+ other perf*+e& or fra-ra!'e& that are +i/ed i! a! oil ba&e,
S+all 4*a!titie& of pai!t are *&ed to 'olor"'ode,
The 'o+pa!y ha& -ot award& for fair b*&i!e&& pra'ti'e& a!d o*t&ta!di!-
e/port perfor+a!'e award&,
The i!for+atio! wa& 'olle'ted thro*-h 4*e&tio!!aire, report& fro+ the
'o+pa!y, The data 'olle'ted thro*-h 4*e&tio!!aire were 'la&&ified a!d
tab*lated, They were a!aly0ed with the help of &tati&ti'al tool& a!d fi!di!-&,
&*--e&tio!& were bee! -ive!,
IV
CHA0TER TABLE OF CONTENTS 0AGE NO
$ INTRODUCTION
7,7 8*tli!e of the pro(e't
7,7,7 Need of the pro(e't
7,7,% S'ope of the &t*dy
7,7,9 8b(e'tive& of the &t*dy
7,7,: ;i+itatio!& of the &t*dy
7,7,< Re&ear'h +ethodolo-y
7,7,# Chapteri&atio!
7,% Review of literat*re
7,%,7 Co+pa!y profile
1.2.2 =rod*'t profile
7,%,9 8r-a!i0atio!al 'hart
7"%
9
:
<
#
>"77
7%
79"7#
7>"7?
%$
/ DATA ANALYSIS AND INTER0RETATION
%,7 =er'e!ta-e A!aly&i&
%,% Stati&ti'al Tool
%,%,7 Chi"S4*are te&t
%%"9?
:$":7
) SUMMARY AND CONCLUTION
9,7 .i!di!-&
9,% S*--e&tio!&
9,9 Co!'l*&io!&
:%"::
:<
:#
C ANNUEDURE
@*e&tio!!aire
A7
E REFERENCES A%
CONTENT
LIST OF TABLES
TABLES
0ARTICULARS
0AGE.NO
%,7,7 AENDER 8. TBE RES=8NDENT %%
%,7,%
D8 Y8U =URCBASE UNIVERSA; NE8NS =R8DUCTS %9
%,7,9
TBE .RE@UENCY DISTRI2UTI8N 8. 18NTB;Y
INC81E
%:
%,7,: DID Y8U ACARE 8. UNIVERSA; NE8NS =R8DUCT %<
%,7,<
B8C TBEY C81E T8 DN8C A28UT TBIS =R8DUCT %#
%,7,#
CBAT IS Y8UR SATIS.ACTI8N ;EVE; REAARDINA
RE=RESENTATI8N 8. TBIS =R8DUCT
%>
%,7,>
CBATES Y8UR 8VERA;; SATIS.ACTI8N A28UT TBIS
=R8DUCT
%F
%,7,F
B8C 8.TEN D8ES TBE CUST81ER =RESCRI2ES
TBIS =R8DUCT
%?
%,7,?
CBAT IS Y8UR 8VERA;; 8=INI8N A28UT TBIS
=R8DUCT
9$
%,7,7$
D8 Y8U AAREE TBAT TBE SA;ES 8. TBIS =R8DUCT
ARE 18RE CBEN C81=ARED T8 8TBER
C81=ETIT8R =R8DUCT IN 1ARDET
97
%,7,77
CBAT IS Y8UR 18ST =RE.ERA2;E SEA1ENT 8.
TBIS =R8DUCT
9%
%,7,7%
D8 Y8U AAREE TBAT TBESE =R8DUCTS ARE 18RE
C81=ETITIVE TBAN TBE 8TBER =R8DUCTS
99
%,7,79
SATIS.ACTI8N ;EVE; T8CARDS TBE @UA;ITY 8.
TBE =R8DUCT
9:
%,7,7: I. Y8U BAVE C81=ARED CITB 8TBER SI1I;AR
=R8DUCTS, B8C D8 Y8U .EE; A28UTG
9<
%,7,7< D8 Y8U AAREE TBIS =R8DUCT IS AVAI;A2;E
CITB RETAI;ERS AT A;; TBE TI1ES
9#
%,7,7# B8C D8 Y8U RATE TBE @UA;ITY 8. TBE =R8DUCT
CBEN C81=ARED T8 ITS =RICE
9>
%,7,7>, CBAT STRIDES Y8UR 1IND CBEN Y8U BEAR A28UT
UNIVERSA; NE8NS =R8DUCTS
9F
%,7,7F CBAT 1ADES Y8U T8 2UY UNIVERSA; NE8NS
=R8DUCTS C81=ARINA C81=ETIT8RS =R8DUCTS
9?
LIST OF CHARTS
TABLES
0ARTICULARS
0AGE.NO
%,7,7 AENDER 8. TBE RES=8NDENT %%
%,7,%
D8 Y8U =URCBASE UNIVERSA; NE8NS =R8DUCTS %9
%,7,9
TBE .RE@UENCY DISTRI2UTI8N 8. 18NTB;Y INC81E %:
%,7,: DID Y8U ACARE 8. UNIVERSA; NE8NS =R8DUCT %<
%,7,<
B8C TBEY C81E T8 DN8C A28UT TBIS =R8DUCT %#
%,7,#
CBAT IS Y8UR SATIS.ACTI8N ;EVE; REAARDINA
RE=RESENTATI8N 8. TBIS =R8DUCT
%>
%,7,>
CBATES Y8UR 8VERA;; SATIS.ACTI8N A28UT TBIS
=R8DUCT
%F
%,7,F
B8C 8.TEN D8ES TBE CUST81ER =RESCRI2ES TBIS
=R8DUCT
%?
%,7,?
CBAT IS Y8UR 8VERA;; 8=INI8N A28UT TBIS =R8DUCT 9$
%,7,7$
D8 Y8U AAREE TBAT TBE SA;ES 8. TBIS =R8DUCT ARE
18RE CBEN C81=ARED T8 8TBER C81=ETIT8R
=R8DUCT IN 1ARDET
97
%,7,77
CBAT IS Y8UR 18ST =RE.ERA2;E SEA1ENT 8. TBIS
=R8DUCT
9%
%,7,7%
D8 Y8U AAREE TBAT TBESE =R8DUCTS ARE 18RE
C81=ETITIVE TBAN TBE 8TBER =R8DUCTS
99
%,7,79 &ati&fa'tio! level toward& the 4*ality of prod*'t& 9:
%,7,7: I. Y8U BAVE C81=ARED CITB 8TBER SI1I;AR
=R8DUCTS, B8C D8 Y8U .EE; A28UTG
UNIVERSA; NE8NS =R8DUCTS
9<
%,7,7< D8 Y8U AAREE TBIS =R8DUCT IS AVAI;A2;E
CITB RETAI;ERS AT A;; TBE TI1ES
9#
%,7,7# B8C D8 Y8U RATE TBE @UA;ITY 8. TBE =R8DUCT CBEN
C81=ARED T8 ITS =RICE
9>
%,7,7>, CBAT STRIDES Y8UR 1IND CBEN Y8U BEAR A28UT
UNIVERSA; NE8NS =R8DUCTS
9F
%,7,7F CBAT 1ADES Y8U T8 2UY UNIVERSA; NE8NS =R8DUCTS
C81=ARINA C81=ETIT8RS =R8DUCTS
9?
CHA0TER=$
INTRODUCTION
$.$.Out6i"e #7 t:e 41#2e3t
A STUDY ON CUSTOMER SATISFICATION AT UNIVERSAL NEONS.
The +ai! of the &t*dy i& to fi!d o*t '*&to+er& &ati&fa'tio! of the *&er of
UNIVERSA; NE8NS, C*&to+er& +*&t be the *lti+ate ai+ of every 'o+pa!y,
The *lti+ate ai+ of every b*&i!e&& i& !ot o!ly to &ell, b*t al&o to &ati&fy the
!eed& a!d drive '*&to+er& to b*&i!e&&,
The e/pe'tatio! of the '*&to+er with re-ard to the prod*'t, to &ati&fy
'*&to+er it i& !e'e&&ary to )!ow what '*&to+er& e/pe't fro+ the 'o+pa!ie&,
It i& the d*ty of the &*pplier to )!ow the '*&to+er e/pe'tatio!, whi'h i& a part
to &ati&fy '*&to+er&,
Th*& the '*&to+er e/pe'tatio! i& the aware!e&&, of the prod*'t for the
&ati&fa'tio! of the '*&to+er, The prod*'t +*&t rea'h the+, he!'e to +a)e
aware abo*t the prod*'t i& o!e of the way& to &ati&fy '*&to+er, 2e'a*&e
whe! the '*&to+er i& aware of the prod*'t the! o!ly he 'a! &ati&fy el&e it i&
i+po&&ible,
C*&to+er &ati&fa'tio! i& a +*&t i! a b*&i!e&&, A''ordi!- to Dotler,H
Sati&fa'tio! i& a per&o!E& feeli!-& of plea&*re or di&appoi!t+e!t re&*lti!- fro+
'o+pari!- a prod*'t& per'eived perfor+a!'e i! the relatio! to hi& or her
e/pe'tatio!&,
The &t*dy i& to fi!d o*t '*&to+erE& opi!io! o! 'o&t of the prod*'t, After
4*ality the !e/t i+porta!t fa'tor for a!y prod*'t i& the 'o&t, A -od b*&i!e&&
+*&t +i!i+i0e the 'o&t of their prod*'t a!d there by +i!i+i0e &ale&, whi'h will
re&*lt i! '*&to+er &ati&fa'tio!,
The &t*dy i& to +a/i+i0e '*&to+er &ati&fa'tio! by the way of li&te!i!- their
val*able &*--e&tio!&, I! other word& bei!- loyal to the '*&to+er& the
'*&to+er &ati&fa'tio! 'a! be i+pre&&ed or 'o!ti!*ed, Be!'e 'o!ti!*ity of
'*&to+er &ati&fa'tio! i& po&&ible by '*&to+erE& ;oyalty,
IA '*&to+er i& !ot a! i!terr*ptio! of o*r wor)J,, Be i& the p*rpo&e of it,
we are !ot doi!- a favor by &ervi!- hi+J, Be i& doi!- *& a favor by -ivi!- the
opport*!ity to do &o,H
I;8VE TBE CUST81ERS, N8T TBE =R8DUCT,H
$.$.$ NEED OF THE STUDY
Today '*&to+er& are be'o+i!- harder to plea&e, They are &+arter, +are
pri'e 'o!&'io*&, +ore de+a!di!-,
? To *!der&ta!d the '*&to+er per'eptio! toward& p*r'ha&e i!
UNIVERSA; NE8NS,
? To eval*ate the overall &ati&fa'tio! toward& UNIVERSA; NE8NS,
? Thi& &t*dy wa& *!derta)e! to di&'over the rea&o! for !ot *&i!- thi&
prod*'t,
$.$./ SCO0E OF THE STUDY
The &'ope of the &t*dy i& to a!aly0e the C*&to+er Sati&fa'tio! i!
UNIVERSA; NE8NS, Che!!ai, To 'olle't the data, &*rvey +ethod wa& *&ed,
The &a+ple &i0e of thi& i& 7$$, Thi& &t*dy wa& 'o!d*'ted to i+prove the
&ati&fa'tio! level of C*&to+er&,
a, 8pport*!ity to the re&ear'her to *!der&ta!d the fa'tor& i!volved
i! the '*&to+er& &ati&fa'tio!,
b, 8pport*!ity to the '*&to+er& to &hare their opi!io! with the
or-a!i0atio!,
', The &t*dy pre&e!t the a't*al feeli!- of the '*&to+er&, both their
po&itive a!d !e-ative view& abo*t the prod*'t, whi'h will &erve
a& -*ideli!e for the +a!a-e+e!t to ta)e &tep& re-ardi!- to
i+prove the &ati&fa'tio! level of the '*&to+er&,
d, The re&ear'h +ay a't a& a &o*r'e of &e'o!dary data
$.$.) OB+ECTIVE OF THE STUDY
The ob(e'tive of the &t*dy i& the &t*dy i& divided i!to two fold&,
0RIMARY OB+ECTIVE.
To &t*dy the level of C*&to+er Sati&fa'tio! of the '*&to+er& of
UNIVERSA; NE8NS, Che!!ai,
SECONDARY OB+ECTIVES.
? To fi!d o*t the &o*r'e of aware!e&& toward& UNIVERSA;
NE8NS,
? To )!ow the e/pe'tatio!& of the '*&to+er& of S*-a+
=erf*+ery =rod*'t,
? To deter+i!e '*&to+er& opi!io! re-ardi!- 4*ality of the
prod*'t,
? To fi!d o*t the additio!al feat*re& whi'h the '*&to+er li)e
to prefer,
$.$.C LIMITATIONS OF THE STUDY
• The &a+ple &i0e i& too &+all to repre&e!t the whole pop*latio!,
• Thi& pro(e't i& appli'able to Che!!ai 'ity alo!e,
• The d*ratio! of ti+e &pe'ified for the &t*dy wa& li+ited,
• The 'olle'ted i!for+atio! 'a!!ot be 'o+pared i! f*t*re a& '*&to+erE&
per'eptio! +ay 'ha!-e,
• Co!d*'ti!- the &*rvey i& e/pe!&ive,
• So+e of the '*&to+er& were !ot willi!- to 'ooperate for the &t*dy,
$.$.E RESEARCH METHODOLOGY
Me5"i"!.
Re&ear'h i& a!y i!ve&ti-atio! to di&'over !ew fa't&, Cliffer woody
defi!e& re&ear'h a& I'o+pri&i!- of defi!i!- a!d redefi!i!- proble+&,
for+*lati!- the hypothe&i& or &*--e&ted &ol*tio!&, 'olle'ti!-, or-a!i0i!- a!d
rea'hi!- 'o!'l*&io!H,
De7i"iti#".
The A+eri'a! 1ar)eti!- A&&o'iatio! defi!e& 1ar)et re&ear'h a& Ithe
&y&te+ati' -atheri!-, re'ordi!- a!d a!aly&i& of data abo*t the proble+&
relati!- to the +ar)eti!- of the -ood& a!d &ervi'e&H,
Research design:
Re&ear'h de&i-! i& the ba&i' fra+ewor), whi'h provide&
-*ideli!e& for the re&t of re&ear'h pro'e&&K it i& a +ap or bl*e pri!t a''ordi!- to
whi'h the re&ear'h i& to be 'o!d*'ted, The re&ear'h de&i-! &pe'ifie& the
+ethod& for data 'olle'tio!& a!d data a!aly&i&, The re&ear'h &pe'ially pi!poi!t&
that to 'arry o*t re&ear'h property,
7, Bow the data wo*ld be 'olle'ted,
%, Chi'h i!&tr*+e!t& for data 'olle'tio!& wo*ld be *&ed a!d,
9, Chat &a+pli!- pla! wo*ld be *&edG
The re&ear'h ha& to 'aref*lly de'ide a!d +a)e a 'hoi'e fro+ the -ro*p of
differe!t alter!ative& available to hi+,
C65i1e Se6tiFe"t56 defi!e&, a& Ire&ear'h de&i-! i& a 'atalo-*e of the&e
pha&e& a!d fa't& relati!- to the for+*latio! of a re&ear'h effort It i& the
arra!-e+e!t of 'olle'tio!& a!d a!aly&i& of data i! a +a!!er that ai+& to
'o+bi!e releva!'e to the re&ear'h p*rpo&e with e'o!o+y i! pro'ed*reH,
MiBe 0iet15"!e6# &ay& that Iwhe! de&i-!i!- re&ear'h, o!e i& fa'ed with
a 'o!ti!*al &ervi'e& of trade off&, &i!'e there are typi'ally !*+ero*& de&i-!
alter!ative& that will wor), the -oal i& to fi!d the de&i-! that e!ha!'e& the val*e
of the i!for+atio! obtai!ed, while red*'i!- the 'o&t of obtai!i!- itH
NEED FOR RESEARCH DESIGN.
? To ha!dle ade4*ately a!d i!te!&ively lar-e 'a!va&&,
? To deli+it the area of i!ve&ti-atio!,
? To fa'ilitate i!te!&ive e!4*iry i!to the proble+,
? To have a &+ooth flow of wor) i! the field of re&ear'h,
? To prepare the e/e'*tio! of the vario*& a'tivitie& &y&te+ati'ally,
AREA OF STUDY.
Area of &t*dy i& +ar)eti!- divi&io! of UNIVERSA; NE8NS ;i+ited,
St*dy o! C*&to+er =er'eptio! i& the topi' 'ho&e! for re&ear'h, a!d the
&a+ple &i0e i& 7$$,
Tpe of research design
De831i4ti9e 1e8e513:.
It i!'l*de& &*rvey& a!d fa't"fi!di!- e!4*irie& of differe!t )i!d&, The
+a(or p*rpo&e of it i& de&'riptio! of the &tate of affair&, a& it e/i&t& at pre&e!t,
Met:#d8 #7 d5t5 3#66e3ti#".
01im51y d5t5 are tho&e, whi'h are 'olle'ted afre&h a!d for the fir&t ti+e, a!d
th*& happe! to be ori-i!al i! 'hara'ter,
Se3#"d51y d5t5, o! the other ha!d, are tho&e whi'h have already bee!
'olle'ted by &o+eo!e el&e a!d whi'h have already bee! pa&&ed thro*-h the
&tati&ti'al pro'e&&
Sample si!e
A &a+ple i& a &+aller repre&e!tatio! of a lar-er whole, The *&e of
&a+pli!- allow& for ade4*ate &'ie!tifi' wor) by +a)i!- the ti+e of the
&'ie!tifi' wor)er 'o*!t,
It wa& de'ided to draw a &a+ple fro+ the *!iver&e i! &*'h a +a!!er
that fi!di!-& ba&ed i! it will 'orre&po!ded 'lo&ely to tho&e that wo*ld have
obtai!ed fro+ the whole *!iver&e, The &tep& ta)e! were
The &a+pli!- *!it to be &t*died that i&, who i& to be &*rveyed, wa&
de'ided,
The &e'o!d i&&*e wa& to be de'ided o! the &a+ple &i0e, that i&, how
+a!y re&po!de!t& have to be &*rveyed, After pre te&ti!- the 4*e&tio!!aire, it
wa& de'ided to 'olle't data fro+ 7$$ re&po!de!t&,
S5m46e Met:#d.
CONVENIENCE SAM0LING.
I! thi& +ethod the &a+ple *!it& are 'ho&e! pri+arily o! the
ba&i& of the 'o!ve!ie!'e to the i!ve&ti-ator, The *!it& &ele'ted +ay be
ea'h per&o! who 'o+e& a'ro&& the i!ve&ti-ator very fre4*e!tly
T##68 7#1 d5t5 3#66e3ti#".
A+o!- the vario*& tool& available i! &o'ial re&ear'h, the re&ear'her
ha& 'ho&e! the 4*e&tio!!aire a& the tool& for data 'olle'tio!, The re&ear'h
deal& with +ore of deli'ate a!d +ore per&o!al type of data, The re&ear'her
preferred the
@*e&tio!!aire a& the tool for data 'olle'tio!, whi'h e!&*re& a!o!y+ity,
freedo+ of 'hoo&i!- the ri-ht ti+e a!d freedo+ to a!&wer all the 4*e&tio!&
witho*t,
A"56yti356 t##68 u8ed.
0ERCENTAGE ANALYSIS
It refer& to a &pe'ial )i!d of ratio, per'e!ta-e are *&ed i! +a)i!-
'o+pari&o! betwee! two or +ore &erie& of data, =er'e!ta-e& are *&ed
to deter+i!e relatio!&hip& betwee! the &erie& if data, .i!di!- the
relative differe!'e& be'o+e& ea&ier thro*-h per'e!ta-e, It i&
e/pre&&ed a&,
=er'e!ta-e L No, 8f re&po!de!t& / 7$$
Total !o of re&po!de!t&,
STATISTICAL TOOL.
? CHI ;SGUARE TEST.
(?
/
"M It i& a &tati&ti'al +ea&*re *&ed i! the 'o!te/t of
&a+pli!- a!aly&i& for 'o+pari!- a varia!'e to a theoreti'al varia!'e, A& a !o! N
para+etri' te&t, it 'a! be *&ed to deter+i!e if 'ate-ori'al data &how& depe!de!'y
or the two 'la&&ifi'atio!& are i!depe!de!t, It 'a! al&o be *&ed to +a)e
'o+pari&o! betwee! theoreti'al pop*latio! a!d a't*al data whe! 'ate-orie& are
*&ed,
It i& defi!ed a&
?
%
L ?(8
i
N E
i
%
OE
i
Chere ?
%
L Chi"&4*are
8
i
L 8b&erved .re4*e!'y
E
i
L E/pe'ted .re4*e!'y
?
/
are alway& po&itive a!d it ra!-e& fro+ $ to H,
The e/pe'ted val*e for the 'o!ti!-e!'y tab*lated a& follow&
EL ((Row totalPCol*+! totalOAra!d total
The &*+ of the ob&erved a!d e/pe'ted fre4*e!'ie& i& alway& 0ero
i,e, O
i
; E
i
* I&
The ?
/
te&t depe!d& o! the &et of ob&erved a!d e/pe'ted val*e& a!d
o! the de-ree& of freedo+
The ?
/
di&trib*tio!& i& the li+iti!- appro/i+atio! of +*lti!atio!al
de&ti!atio!,
$.$.( CHA0TERISATION
The re&ear'h &t*dy ha& bee! divided i!to three 'hapter&,
The fir&t 'hapter deal& with i!trod*'tory a&pe't& of the &t*dy i! whi'h
o*tli!e of the pro(e't, &'ope of the pro(e't, !eed of the pro(e't, ob(e'tive&,
li+itatio!&, re&ear'h +ethodolo-y a!d 'hapteri&atio! are dealt a!d review of
literat*re i! whi'h profile of the or-a!i0atio!, prod*'t profile a!d or-a!i0atio! 'hart
of UNIVERSA; NE8NS prod*'t, Che!!ai,
The &e'o!d 'hapter deal& with data a!aly&i& a!d i!terpretatio!, The
vario*& fa'tor& that affe't '*&to+er per'eptio! a!d al&o their &ati&fa'tio!
level of the UNIVERSA; NE8NS have bee! a!aly0ed,
The third 'hapter deal& with &*++ary a!d 'o!'l*&io! i! whi'h +ai! fi!di!-&
a!d &*--e&tio!& of the re&ear'her are draw!,
$./ REVIE@ OF THE LITERATURE
Sati&fa'tio! i& a! i+porta!t ele+e!t i! a! eval*atio! &ta-e, Sati&fa'tio!
refer& to the b*yerE& &tate of bei!- ade4*ately rewarded i! a b*yi!- &it*atio!
for the &ati&fa'tio! i& a re&*lt of +at'hi!- a't*al pa&t p*r'ha&e a!d
'o!&*+ptio! e/perie!'e with e/pe'ted reward& fro+ the bra!d i! ter+& of it&
a!ti'ipated pote!tial to &ati&fy the 'o!&*+erE& +otive&
B*!t ha& defi!ed a& IA Sati&fa'tio! i& a )i!d of )eepi!- away fro+ a!
e/perie!'e a!d eval*ati!- it, 8!e 'o*ld have a plea&*rable e/perie!'e that
'a*&ed di&&ati&fa'tio! be'a*&e eve! tho*-h plea&*rable, it wa&!Et
plea&*rable to be, So, &ati&fa'tio! i& !ot e+otio! it i& the eval*atio! of a!
e+otio!,
The re&*lt& of &ati&fa'tio! to the '*&to+er to fro+ the p*r'ha&e of a
prod*'t of &ervi'e& that +ore favorable po&t p*r'ha&e attit*de&, hi-he&t
p*r'ha&e i!te!tio! a!d bra!d loyalty are li)ely to be e/hibited, That i& the
&a+e behavior i& li)ely to be e/hibited i! a &i+ilar p*r'ha&i!- &it*atio!, Th*&
a& lo!- a& a po&itive rei!for'e+e!t ta)e& pla'eK the '*&to+er will te!d to
'o!ti!*e to p*r'ha&e the &a+e bra!d,
Sati&fa'tio! i& f*!'tio! of per'eived perfor+a!'e a!d e/pe'tatio!K if the
perfor+a!'e +at'he& the '*&to+er i& &ati&fied, If the perfor+a!'e e/'eed&
the e/pe'tatio! the re&po!de!t& are hi-hly &ati&fied or deli-hted fro+ pa&t
b*yi!- e/perie!'e,
I"te1"56 5"d e?te1"56 753t#18Q
The +a!!er i! whi'h either a prod*'t or &ervi'e i& per'eived will
depe!d *po! both i!ter!al a!d e/ter!al fa'tor&,
E?te1"56 753t#1 i"76ue"3i"! 5tte"ti#"Q
I"te"8ity 5"d 8iFe
The bri-hter the &o*!d or +ore lo*der the &o*!d, the +are li)ely the
per&o!& atte!tio! i& draw! to it, .or i!&ta!'e adverti&er& *&e thi&
'hara'teri&ti' to draw the atte!tio! of the reader& or viewer&, ;ar-e &i0ed
adverti&e+e!t& i! a !ew&paper or +a-a0i!e will be !oti'ed a!d al&o read
+ore ofte! tha! a &+all i!te!tio! -ive! altho*-h the i!'rea&e &i0e +ay !ot be
li!ear,
After Sa!tro wa& la*!'hed i! the +ar)et, a f*ll pa-e ad of thi& bra!d
'o!ti!*ed to appear i! all leadi!- !ew&paper a!d +a-a0i!e&, it i& li)ely that
per&o!& or reader& !oti'e adverti&e+e!t appeari!- o! other pa-e& of the
!ew&paper tha! if it were to be -ive! *!der the 'la&&ified& ad& 'ol*+!&,
C#"t158t.
B*+a! bei!-& have the ability to adapt to &o*!d&, odo*r&, pai!, bri-ht
li-ht&, !eo! &i-!& a!d +ove+e!t&, That i& h*+a! bei!-& are able to *&e
&e!&ory or-a!& to adapt the+&elve& to vario*& &ti+*li,
0#8iti#".
The po&itio! of di&play of the prod*'t of adverti&e+e!t al&o i& a
deter+i!i!- fa'tor of attra'ti!- the atte!tio!,
N#9e6tyQ
It ha& bee! ob&erved by +ar)eter& that a!ythi!- whi'h i& differe!t fro+
what are !or+ally e/pe't te!t to attra't atte!tio! li)e a! *!*&*al bottle &hape
or perf*+e &trip i! a +a-a0i!e a!d &o o!,
Re4etiti#"Q
Adverti&e+e!t& are repeated +ore ofte! to e!able 'o!&*+er& for
bra!d re'all a& well a& &ti+*late the+ a!d 'reate a &tro!- de&ire for i!tere&t
i! the p*r'ha&e of the prod*'t,
M#9eme"t.
Adverti&er& have al&o &tarted *&i!- billboard& or hoardi!-& with
+ove+e!t, +obile va!& et', &o a& i!(e't a feeli!- of +ove+e!t i!to it, 1a!y
+ar)eter& are fi!di!- o*t &+arter way& to rea'h o*t to the 'o!&*+er by
or-a!i0i!- &o+e +ove+e!t a'tivitie& li)e holdi!- free trait&, de+o!&tratio!&,
e/hibitio!&, +obile va!& et',,
I"te1"56 753t#18Q
C*&to+er& +ay !ot re'eive the +e&&a-e& pa&&ively, U&*ally
'*&to+er& +ay ta)e the +e&&a-e -ive! to the+ by the +ar)eter& a!d the!
*&e it &o that i& +ay fit i!to their ow! i!ter!al world a!d try to wor) o*t i! their
+i!d abo*t 'l*e& to deter+i!e the bra!d& 'apability, 1ar)eter& are i!tere&ted
i! )!owi!- what i& the i+pa't of their *&a-e of +ar)eti!- +i/ ele+e!t& o! the
+i!d& of the 'o!&*+er&, The +ar)eter ha& to 'o!&ta!tly *!der&ta!dH what i&
-oi!- o! i! the 'o!&*+er& +i!d thereH,
Se6e3ti9e 5tte"ti#"
There i& a te!de!'y a+o!- people to 'o!&'io*&ly &ee a!d hear o!ly
'ertai! a&pe't& of the adverti&i!- +e&&a-e, whi'h i& bei!- 'o++*!i'ated,
SATIS.ICATI8N i& a &ele'tive pro'e&&, U&*ally, people are able to &e!&e a!d
re'eive o!ly li+ited i!for+atio! fro+ the e!viro!+e!t a!d he!'e are
'hara'teri&ti'ally &ele'tive, D*ri!- thi& pro'e&& of &ele'tio!, 'ertai! a&pe't& of
&ti+*li are &'ree!ed o*t a!d other& ad+itted, The&e& a&pe't& of the &ti+*li,
whi'h are ad+itted, re+i!d a!d fall withi! the thre&hold of the per&o!, while
tho&e, whi'h are &'ree!ed o*t fall or below the thre&hold li+it,
Thi& per'ept*al &ele'tivity 'a! be a&&o'iated with the i!!er !eed& of a!
i!divid*al, Thi& feeli!- of aware!e&& of a !eed i! the per&o! e/perie!'i!-
di&'o+fort or te!&io!, whe! he thi!)& he i& +i&&i!- &o+ethi!-, S*'h
'o!&*+er& will be +ore aware of the &ti+*li that +eet their !eed& or i!tere&t&,
At that poi!t of the ti+e !eed& or i!tere&t, At that poi!t of ti+e they will have
+i!i+*+ aware!e&& of tho&e a&pe't& of the +ar)eti!- +i/, whi'h will help i!
&ati&fyi!- their !eed&,
Se6e3ti9e e?4#8u1e
Thro*-h &ele'tive e/po&*re people try to avoid 'o+i!- i!to 'o!ta't
with or avoid a!y +e&&a-e that +ay -o a-ai!&t or to be 'o!tradi'tory to the
&tro!-ly held belief& a!d attit*de&, A per&o!E& belief& very &tro!-ly i!fl*e!'e
hi& SATIS.ICATI8N abo*t people or thi!-&, 2e'a*&e of thi&, a fa't i&
'o!'eived !ot o! what it i& b*t o! what a per&o! believe& it to be, Th*& the
i!divid*al !or+ally p*t& a 'e!&or&hip o! the &ti+*l*& (i!p*t& to avoid
di&t*rba!'e of hi& e/i&ti!- belief& a!d val*e, A''ordi!- to Da!iel e Dat0 a!
i!divid*al adopt& thi& &elf"i+po&ed 'e!&or&hip i! hi& i!ta)e of 'o++*!i'atio!&
whe! he fear& 4*e&tio!& fro+ vario*& &o*r'e& re-ardi!- the a*the!ti'ity of hi&
belief& or whe! he i& atta')ed for hi& belief& a!d pra'ti'e&,
Se6e3ti9e 1e3e4ti#", 3#m41e:e"8i#" 5"d 1ete"ti#"
There i& a !at*ral te!de!'y a+o!- people to !oti'e the &ti+*li &*'h
that the i!for+atio! re'eived will fit i!to hi& or her e/i&ti!- +i!d&et, =eople are
&ele'tive i! their te!de!'y to re'eive 'ertai! i!for+atio! a!d retai! it i! &*'h a
way that will &*pport their pre'o!'eptio!&,
=eople have a te!de!'y to for-et +a!y of the thi!-& they lear!, .*rther, they
are li)ely to retai! i!for+atio! that &*pport& their belief& a!d attit*de&, .or
i!&ta!'e, the above+e!tio!ed '*&to+er i& -oi!- to retai! i! +e+ory o!ly the
po&itive a&pe't& of the RAE bra!d of televi&io! a!d 'o!ve!ie!tly for-et the -ood
poi!t& of the 'o+peti!- bra!d&, Th*&, reali0i!- that o!ly 'ertai! a&pe't& of the
adverti&i!- will be retai!ed i! +e+ory &*'h a& to &*pport hi& or her e/i&ti!-
belief& a!d attit*de&, +ar)eter& have to wor) hard to -et a'ro&& their bra!d
+e&&a-e& thro*-h to the late&t a*die!'e,
$./.$. COM0ANY 0ROFILE
Chat &et& U!iver&al Neo!& apart fro+ the typi'al li-hti!- de&i-! fir+G
I& o*r 'o++it+e!t to wor)i!- with +a!*fa't*rer& to develop
'*&to+ e!er-y"effi'ie!t, &tate"of"the"art prod*'t& for o*r '*&to+er&GS
Effi'ie!t a!d E'o!o+i'al,,,
U!iver&al Neo!& wor)& with the 'o*!tryT& +o&t forward"thi!)i!- li-hti!-
+a!*fa't*rer&, Thi& i& to e!&*re that o*r 'lie!t& re'eive o!ly the +o&t effi'ie!t
a!d e'o!o+i'al 'hoi'e& for their appli'atio!&,
=rovi!- o*r 'o++it+e!t to 4*ality a!d &ervi'e i& o*r plea&*re at U!iver&al
Neo!& Co+pa!y,
=URCBASINA
"#rdering is simple at $ni%ersal &eons 'ompan(((
Standard) eas*to*understand forms are pro%ided
to ou to ta+e the guesswor+ out of ordering((( "
Detail,,,
.or li-hti!- pa')a-e&, U!iver&al Neo!& Co+pa!y provide& pri'i!- to it&T
'lie!t& via E/'el a!d will +a)e ad(*&t+e!t& *!til de&i-! &olidifi'atio!,
Che! yo*r pa')a-e i& ready to be ordered, we will &e!d yo* a detailed a!d
ite+i0ed 4*otatio! of all prod*'t& for approval a!d 'o!ver&io! to a p*r'ha&e
order,
,
Si+plify,,,
Rela+pi!- order& are ?+ade &i+ple with '*&to+i0ed SRela+pi!- A*ide &
8rder .or+&S (&ee rela+pi!- at o*r ho+e pa-e,
U!iver&al Neo!& Co+pa!y offer& 9$"day &ta!dard 'redit ter+& to 4*alified
p*r'ha&er&,
Yo*r pea'e"of"+i!d i& o*r -oal at U!iver&al Neo!& Co+pa!y
=RICINA
SChat &et& U!iver&al Neo!& apart fro+ the typi'al li-hti!- de&i-! fir+ i&
o*r 'o++it+e!t to havi!- the lowe&t pri'e, a!d 'o!&ideri!-
val*e"e!-i!eeri!-, whi'h, i! a !*t&hell, i& o*r p*r&*it
of the be&t po&&ible prod*'t& at the be&t po&&ible pri'i!-,,, S
Savi!-&,,,
U!iver&al Neo!& Co+pa!y wor)& with the 'o*!tryT& be&t li-hti!- a!d ele'tri'al
+a!*fa't*rer&,
It i& o*r vol*+e a!d relatio!&hip& that allow *& to pa&& o! &*b&ta!tial &avi!-&
to o*r 'lie!t&,
,
Val*e"E!-i!eeri!-,,,
C*&to+er& that 'a! be!efit fro+ val*e"e!-i!eeri!- will fi!d that we alway&
provide a! e4*al pa')a-e at &*b&ta!tially"lower pri'i!-,
A&) *& for a 4*otatio! for yo*r li-hti!- !eed&, 8*r -*e&& i& that yo* will be
very happy that yo* did, be'a*&e U!iver&al Neo!& Co+pa!y will wor)
dili-e!tly to fi!d o*r 'lie!t& the +o&t 'o&t"effe'tive &ol*tio!& to all of their
ele'tri'al a!d li-hti!- de&i-! !eed&
RE;A1=INA
"$ni%ersal &eons 'ompan,s relamping ser%ice is a great
and eas wa for our clients to ensure the are alwas
showing their products in the best possible light(
2e&t Choi'e,,,
Yo* 'a! 'o*!t o! U!iver&al Neo!& Co+pa!y to e!&*re yo* are *&i!- the be&t
'hoi'e for every li-hti!- appli'atio! a!d that o!ly tho&e la+p& are reordered
a!d &hipped to yo*r fa'ility,
Ce will provide yo* a SRela+pi!- A*ide & 8rder .or+S that 'o!tai!& all the
detail& of yo*r la+pi!- re4*ire+e!t&
,
$././. 0RODUCT 0ROFILE
2a&ed o! the Solar =oi!tU =latfor+ te'h!olo-y, U!iver&al Neo!& Dire't ha&
two prod*'t li!e&VSolar =oi!tU =ower a!d Solar =oi!tU ;i-hti!- &y&te+&V
that '*rre!tly provide '*&to+er &ol*tio!& to &everal lar-e a!d -rowi!-
+ar)et&,
• DISTRI2UTED =8CER AENERATI8N (S8;AR=8INTU =8CER W
• E..ICIENT ;IABTINA (S8;AR=8INTU ;IABTINA W
• =B8T8 2I8REACT8RS (S8;AR=8INTU ;IABTINA W
The i!'rea&i!- 'o&t& of e!er-y, -rowi!- depe!de!'e o! fi!ite a!d forei-!
e!er-y &o*r'e&, a!d -rowi!- e!viro!+e!tal 'o!'er!& have lead to two
&i-!ifi'a!t rea'tio!& ,
7, The e!a't+e!t of .ederal a!d &tate i!'e!tive& a!d re&tri'tive
re-*latio!& related to b*ildi!- effi'ie!'ie&, a!d
%, Re!ewed p*bli' a!d private i!ve&t+e!t i! re!ewable e!er-y &ol*tio!&,
I! &hort, the US i& adopti!- a Ired*'e a!d re!ewH approa'h to the
-atheri!- e!er-y 'halle!-e&,
Cith it& ver&atile Solar =oi!tU =latfor+ e!abli!- appli'atio!& fro+ biorea'tor&
for biodie&el prod*'tio! a!d C8
%
&e4*e&tratio!, to 'o!'e!trated photovoltai'
for di&trib*ted ele'tri'ity -e!eratio!, to e!er-y"effi'ie!t hybrid &olar li-hti!-,
U!iver&al Neo!& Dire't i& po&itio!ed &4*arely i! the +iddle of the e+er-i!-
adva!'ed e!er-y te'h!olo-ie& +ar)et,
• A8VERN1ENT AND ;EED W
• C811ERCIA; AND RETAI; W
• UTI;ITY W
• EDUCATI8N AND RESEARCB W
$./.) ORGANISATIONAL CHART
Managing
director
Regional
Sales
Manager
(south)
Regional
Sales
Manager
(east)
Regional
Sales
Manager
(west)
Area sales
manager
Area sales
manager
Regional
Sales
Manager
(north)
Area sales
manager
Area sales
manager
Area sales
manager
Area sales
manager
Area sales
manager
Area sales
manager
Divisional
sales
manager
Divisional
sales
manager
Team leader Team leader
Group
eader
Group
eader
!ustomer
sales
specialist
!ustomer
sales
specialist
CHA0TER=/
DATA ANALYSIS AND INTER0RETATION
/.$.$ 0ERCENTAGE ANALYSIS
T5b6e /.$.$. .re4*e!'y di&trib*tio! of Ae!der
Ge"de1 F1eJue"3y 0e13e"t5!e
1ale <% <%X
.e+ale :F :FX
Total 7$$ 7$$X
C:51t/.$. $. .re4*e!'y di&trib*tio! of Ae!der
I"7e1e"3e.
.ro+ the above a!aly&i&, !*+ber of re&po!de!t& 7$$ fro+ that it i&
i!ferred that the fre4*e!'y per'e!ta-e di&trib*tio! of :FXfe+ale re&po!de!t&
i& +ore tha! the <%X+ale re&po!de!t&,
/.$./ T5b6e 8:#<i"! t:5t t:e 1e84#"de"t8 4u13:58e #7 t:e U"i9e1856
Ne#"8 6ette18 41#du3t
8ptio!& No, 8f re&po!de!t& =er'e!ta-e
Ye& 7$$ 7$$
No $ $
Total 7$$ 7$$
/.$./ C:51t 8:#<i"! t:5t t:e 1e84#"de"t8 4u13:58e #7 t:e U"i9e1856
Ne#"8 6ette18 41#du3t
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that the 7$$X of the re&po!de!t&
p*r'ha&i!- U!iver&al Neo!& letter& prod*'t
T5b6e /.$. ). .re4*e!'y di&trib*tio! of 1o!thly i!'o+e
1o!thly I!'o+e .re4*e!'y =er'e!ta-e
2elow <$$$ 7# 7#X
<$$7">$$$ 7? 7?X
>$$7"7$$$$ 9> 9>X
Above 7$$$$ %F %FX
Total 7$$ 7$$X
C:51t /.$.). .re4*e!'y di&trib*tio! of 1o!thly i!'o+e
I"7e1e"3e.
.ro+ the above a!aly&i&, it i& i!ferred that the 7?X of the re&po!de!t& are
<$$7">$$$ 'ate-ory ear!er&K %FX of the re&po!de!t& are above 7$$$$
ear!er&K 9>X of the re&po!de!t& are >$$7"7$$$$ 'ate-ory ear!er&K 7#X of
the re&po!de!t& are below <$$$,
T5b6e/.$.C. A!aly&i& o! IRe&po!de!t& aware!e&& of UNIVERSA; NE8NS
=R8DUCTSH
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 Ye& 7$$ 7$$X
% No $ $
Total 7$$ 7$$X
C:51t /.$.C. A!aly&i& o! Io! IRe&po!de!t& aware!e&& of UNIVERSA;
NE8NS =R8DUCTS
I"7e1e"3e.
.ro+ the above a!aly&i&, it i& i!ferred that the !*+ber of re&po!de!t& tho&e
are aware of prod*'t i& 7$$ X,
T5b6e /.$K.E. A!aly&i& o! IRe&po!de!t& opi!io! o! how they 'o+e to )!ow
abo*t thi& prod*'tH
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 .rie!d& %: %:X
% Relative& 7# 7#X
9 Adverti&e+e!t %$ %$X
: Nei-hbor& :$ :$X
Total 7$$ 7$$X
C:51t /.$.E. A!aly&i& o! IRe&po!de!t& opi!io! o! how they 'o+e to )!ow
abo*t thi& prod*'tH
I"7e1e"3e.
.ro+ the above a!aly&i&, it ha& bee! fo*!d that the re&po!de!t& &aid the
vario*& rea&o!& to )!ow abo*t the prod*'t, i! whi'h !early :$X are d*e to
Nei-hbor&, %:X are d*e to .rie!d&, %$X of the parti'ipa!t& are *&i!- d*e to
Adverti&e+e!t& a!d 7#X are d*e to relative&,
/.$.( T5b6e 8:#<i"! t:5t t:e 85ti8753ti#" 6e9e6 1e!51di"! 1e41e8e"t5ti#"
#7 t:e 41#du3t
8pi!io! No, 8f re&po!de!t& =er'e!ta-e
Bi-hly &ati&fied 9% 9%
Sati&fied 7< 7<
Ne*tral 9% 9%
Di&&ati&fied 7$ 7$
Bi-hly di&&ati&fied 77 77
Total 7$$ 7$$
%:
7#
%$
:$
$
<
7$
7<
%$
%<
9$
9<
:$
:<
.rie!d&
Relative&
Adverti&e+e!t
Nei-hbor&
Serie&7
/.$.( C:51t 8:#<i"! t:5t t:e 85ti8753ti#" 6e9e6 1e!51di"! 1e41e8e"t5ti#"
#7 t:e 41#du3t
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that 9%X are !e*tral re-ardi!-
repre&e!tatio! of thi& prod*'t, 7<X of the re&po!de!t& are &ati&fied re-ardi!-
repre&e!tatio! of thi& prod*'t, 7$X are di&&ati&fied with repre&e!tatio! of thi&
=rod*'t, 9%X are hi-hly &ati&fied a!d the re+ai!i!- 77X are hi-hly
di&&ati&fied with their repre&e!tatio!,
/.$.' T5b6e 8:#<i"! t:5t t:e #9e1566 85ti8753ti#" 5b#ut t:i8 41#du3t
.a'tor& No, 8f re&po!de!t& =er'e!ta-e
@*ality << <<
=ri'e 7: 7:
=ro+otio!al 8ffer& 7$ 7$
Delivery a!d other
&ervi'e&
77 77
Availability 7$ 7$
Total 7$$ 7$$
/.$.'C:51t 8:#<i"! t:5t t:e #9e1566 85ti8753ti#" 5b#ut t:i8 41#du3t
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that <<X of the re&po!de!t& are
&ati&fied with 4*ality, 7:X are &aid &ati&fied with their pri'e level of the
prod*'t, 7$X of the+ &ati&fied with their pro+otio!al offer&, 77X are &ati&fied
with their delivery a!d &ervi'e& a!d the re+ai!i!- of the+ &aid that they are
&ati&fied with the other a'tivitie&
/.$.%T5b6e 8:#<i"! t:5t #4i"i#" 5b#ut 3u8t#me1 41e831ibe8 t:i8 41#du3t
8pi!io! No, 8f re&po!de!t& =er'e!ta-e
Very fre4*e!t #$ #$
.re4*e!t %$ %$
Rare > >
Very rare 79 79
Total 7$$ 7$$
/.$.% C:51t 8:#<i"! t:5t #4i"i#" 5b#ut 3u8t#me1 41e831ibe8 t:i8
41#du3t
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that the #$X of the re&po!de!t& are
&aid that '*&to+er pre&'ribe& thi& prod*'t very fre4*e!tly, %$X are &aid that
'*&to+er pre&'ribe& thi& prod*'t fre4*e!tly, 79X are &aid that thi& prod*'t i&
pre&'ribed by '*&to+er rare a!d the re+ai!i!- &aid that '*&to+er pre&'ribe&
thi& prod*'t i& very rare,
/.$.- T5b6e 8:#<i"! t:5t #9e1566 #4i"i#" 5b#ut t:i8 41#du3t
8pi!io! No, 8f re&po!de!t& =er'e!ta-e
E/'elle!t 7$ 7$
Aood 9$ 9$
.air #$ #$
=oor $ $
Total 7$$ 7$$
/.$.-C:51t 8:#<i"! t:5t #9e1566 #4i"i#" 5b#ut t:i8 41#du3t
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that the 7$X havi!- e/'elle!t opi!io!
abo*t thi& prod*'t, 9$X are &aid -ood a!d the re+ai!i!- #$X havi!- fair
opi!io! abo*t thi& prod*'t
/.$.$&T5b6e 8:#<i"! t:5t UNIVERSAL NEONS 51e m#1e 3#m4etiti9e t:5"
t:e #t:e1 41#du3t8
8pi!io! No, 8f re&po!de!t& =er'e!ta-e
Stro!-ly a-ree 79 79
A-ree :9 :9
Ne*tral %9 %9
Di&a-ree 77 77
Stro!-ly Di&a-ree 7$ 7$
Total 7$$ 7$$
/.$.$&C:51t 8:#<i"! t:5t UNIVERSAL NEONS 51e m#1e 3#m4etiti9e t:5"
t:e #t:e1 41#du3t8
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that the %9X are !e*trally a-ree that
the&e prod*'t& are +ore 'o+petitive tha! the other prod*'t&,:9X are
a-ree,77X are di&a-ree,7$X are &tro!-ly di&a-ree a!d the re+ai!i!- 79X
a!d &tro!-ly a-ree
/.$.$$ T5b6e 8:#<i"! t:5t t:e m#8t 41e7e15b6e 8e!me"t #7 t:i8
UNIVERSAL NEONS
Se-+e!t& No, 8f re&po!de!t& =er'e!ta-e
=ower 'o!&*+e& :< :<
;ower 'o&t 9< 9<
4*ality $F $F
All 7% 7%
Total 7$$ 7$$
/.$.$$ C:51t 8:#<i"! t:5t t:e m#8t 41e7e15b6e 8e!me"t #7 t:i8
UNIVERSAL NEONS
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that the :<X are preferred feat*re of
the UNIVERSA; NE8NS i& =ower 'o!&*+e&, 9<X are preferred ;ower 'o&t,
7%X are preferred 4*ality a!d the re+ai!i!- are preferred all,
/.$.$/ T5b6e 8:#<i"! t:5t 856e8 #7 t:e UNIVERSAL NEONS 51e m#1e
<:e" 3#m451ed t# #t:e1 3#m4etit#1 41#du3t i" t:e m51Bet
8pi!io! No of re&po!de!t& =er'e!ta-e
Stro!-ly a-ree 7< 7<
A-ree %# %#
Ne*tral %9 %9
Di&a-ree %9 %9
Stro!-ly Di&a-ree 79 79
Total 7$$ 7$$
/.$.$/ C:51t 8:#<i"! t:5t 856e8 #7 t:e UNIVERSAL NEONS 51e m#1e
<:e" 3#m451ed t# #t:e1 3#m4etit#1 41#du3t i" t:e m51Bet
I"7e1e"3e
.ro+ the table it 'a! be i!ferred that %9X of the re&po!de!t&
&aid that the &ale& of the UNIVERSA; NE8NS are !e*tral whe! 'o+pared to
'o+petitor prod*'t, %9X of the+ di&a-ree& that &ale& of the prod*'t& are
+ore, %#X are a-ree that &ale& of the prod*'t& are +ore, 7<X are &tro!-ly
a-ree that the &ale& of the UNIVERSA; NE8NS are +ore a!d the re+ai!i!-
79X are &tro!-ly di&a-ree of thi& &tate+e!t,
T5b6e/.$.$) A!aly&i& o! IRe&po!de!t& &ati&fa'tio! level toward& the 4*ality of
the prod*'tH
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 Aood 9% 9%X
% Sati&fa'tory :: ::X
9 1oderate 7% 7%X
: Need& 7% 7%X
i+prove+e!t
Total 7$$ 7$$X
C:51t /.$.$). A!aly&i& o! IRe&po!de!t& &ati&fa'tio! level toward& the 4*ality
of the prod*'tH
I"7e1e"3e.
.ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t of 7$$ '*&to+er&
!early ::X are &ati&fied with the 4*ality of the prod*'t, 9%X of the
re&po!de!t& &aid -ood,7%X of the re&po!de!t& &aid +oderate opi!io! a!d
7%X of the re&po!de!t& &aid to the 4*ality of the prod*'t !eed&
i+prove+e!t,
T5b6e /.$.$C. A!aly&i& o! IRe&po!de!t& &ati&fa'tio! level 'o+pari!- other
&i+ilar prod*'t&H
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 Aood :F :FX
% 1oderate F FX
9 Sati&fa'tory %F %FX
: E/'elle!t 7# 7#X
Total 7$$ 7$$X
C:51t /.$.$C. A!aly&i& o! IRe&po!de!t& &ati&fa'tio! level 'o+pari!- other
&i+ilar prod*'t&H
I"7e1e"3e.
"rom the a#ove anal$sis% it has #een &ound that out o& 1'' customers nearl$ ()*
said good% 2)*said the product is satis&actor$%1+* o& the respondent said e,cellent%
)*o& the respondents said the product is moderate when compared to other similar
products.
Table2.1.15. Anal$sis on -Respondents opinion towards the availa#ilit$ o&
./012RSA /23/S 4R3D.!TS at all the time with the retailers5
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 Ye& F$ F$X
% No %$ %$X
Total 7$$ 7$$X
C:51t/.$.$E. A!aly&i& o! IRe&po!de!t& opi!io! toward& the availability of
UNIVERSA; NE8NS =R8DUCTS at all the ti+e with the retailer&H
I"7e1e"3e.
.ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t that F$X of the
re&po!de!t& &aid Rye&E a!d %$X of the re&po!de!t& &aid R!oE to the availability
of the prod*'t with the retailer& at
T5b6e /.$.$(. A!aly&i& o! IRe&po!de!t& view o! rati!- the 4*ality of prod*'t
to it& pri'eH
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 1oderate %$ %$X
% Rea&o!able <# <#X
9 Bi-h %: %:X
: Very hi-h $ $
Total 7$$ 7$$X
C:51t /.$.$(.A!aly&i& o! IRe&po!de!t& view o! rati!- the 4*ality of prod*'t
to it& pri'eH
I"7e1e"3e.
.ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t of 7$$ '*&to+er&
!early <#X &aid rea&o!able for rati!- the 4*ality of prod*'t to it& pri'e, %:X
of the re&po!de!t& &aid hi-h, %$X of the re&po!de!t& are +oderate a!d $X
8. re&po!de!t& &aid very hi-h for rati!- the 4*ality of prod*'t to it& pri'e
T5b6e/.$.$' A!aly&i& o! IRe&po!de!t& opi!io! o! the per'eptio! of the
prod*'tH
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 Aood 4*ality F FX
% 8ffer& $ $
9 Ready availability >% >%X
: No+i!al pri'e %$ %$X
Total 7$$ 7$$X
C:51t /.$.$' A!aly&i& o! IRe&po!de!t& opi!io! o! the per'eptio! of the
prod*'tH
I"7e1e"3e.
.ro+ the above a!aly&i&, it ha& bee! fo*!d that the re&po!de!t& &aid the
vario*& rea&o!& , i! whi'h !early >%X are d*e to ready availability, %$X &aid
!o+i!al pri'e, FX of the+ &aid -ood 4*ality a!d $X &aid offer& abo*t the
per'eptio! ,
T5b6e /.$.$%. A!aly&i& o! IRe&po!de!t& view o! what +ade the+ to b*y
UNIVERSA; NE8NS =R8DUCTS 'o+pari!- 'o+petitor& prod*'t&H
S,!o
=arti'*lar&
.re4*e!'y
=er'e!ta-e
7 @*ality :: ::X
% @*a!tity F FX
9 =ri'e :: ::X
: 8ffer& : :X
Total 7$$ 7$$X
C:51t /.$.$-. A!aly&i& o! IRe&po!de!t& view o! what +ade the+ to b*y
UNIVERSA; NE8NS =R8DUCTS 'o+pari!- 'o+petitor& prod*'t&H
I!fere!'eQ
.ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t ::X of the+ are
i!fl*e!'ed by pri'e, ::X &aid they are i!fl*e!'ed by prod*'t 4*ality, FX of the
re&po!de!t &aid d*e to 4*a!tity, :X of the re&po!de!t& &aid offer& +ade the+
to b*y thi& prod*'t 'o+pari!- to 'o+petitor& prod*'t&,
-(- Statistical Tool
/./.$ C:i SJu51e Te8t
CHI=SGUARE ANALYSIS
AIM.
The ob(e'tive of *&i!- 'hi"&4*are te&t i& to fi!d o*t the &ati&fa'tio!
of the '*&to+er& i! !ew *!iver&al !eo!& Co+pa!y i& Availability v& fa'tor&
i!fl*e!'i!- to b*y UNIVERSA; NE8NS =R8DUCTS,
Bo L There i& &i-!ifi'a!t relatio!&hip betwee! Availability V& fa'tor&
i!fl*e!'i!- to b*y UNIVERSA; NE8NS =R8DUCTS,
B7 L There i& !o &i-!ifi'a!t relatio!&hip betwee! Availability V& fa'tor&
i!fl*e!'i!- to b*y UNIVERSA; NE8NS =R8DUCTS,
Ob8e19ed F1eJue"3y
F53t#18 Gu56ity Gu5"tity 01i3e O77e18 T#t56
S. N# A95i65bi6ity A B C D
7 Ye8 9% # 9% % >%
% N# 7% % 7% % %F
T#t56 :: F :: : 7$$
E?4e3ted F1eJue"3y
F53t#18 E3#"#my E?3iti"!
#77e18
Fi?ed
31edit
A66
T#t56
S. N# A95i65bi6ity A B C D
7 Ye8 97,#F <,># 97,#F %,FF >%
% N# 7%,9% %,%: 7%,9% 7,7% %F
9 T#t56 :: F :: : 7$$
Hy4#t:e8i8 C563u65ti#"
8i Ei (8i"Ei% Y (8i"Ei%OE
9% ::/>%O7$$L97,#F $,7$%: $,$$99
# F/>%O7$$L<,># $,$<># $,$7
9% ::/>%O7$$L97,#F $,7$%: $,$$99
% :/>%O7$$L%,FF $,>>:: $,%#F
7% ::/%FO7$$L7%,9% $,7$%: $,$$F9
% F/%FO7$$L%,%: $,$<># $,$%<
7% ::/%FO7$$L7%,9% $,7$%: $,$$F9
% :/%FO7$$L7,7% $,>>:: $,#?
L Oi=Ei*/>EI CALCULATED VALUEI$.&$(/
(r"7 / (!"7 L 9 D. at < X level of &i-!ifi'a!'e
Cal'*lated Val*e L 7,$%
Tab*lated val*e L $,9<%
Ce a''ept B7 Si!'e the 'al'*lated val*e i& -reater tha! tab*lated val*e,
I"7e1e"3e.
Above table Ill*&trate& relatio!&hip betwee! Availability V& fa'tor& i!fl*e!'i!-
to b*y UNIVERSA; NE8NS =R8DUCTS, Chi"&4*are te&t wa& perfor+ed at
$,$< level of &i-!ifi'a!'e,
Si!'e the 'al'*lated val*e i& -reater tha! table val*e we re(e't the !*ll
hypothe&i& a!d a''ept the alter!ative hypothe&i&,Be!'e it i& proved that there
i& betwee! availability a!d fa'tor& i!fl*e!'i!- to b*y UNIVERSA; NE8NS
).$.FINDINGS
? .ro+ the above a!aly&i&, it i& i!ferred that the fre4*e!'y per'e!ta-e
di&trib*tio! of :FXfe+ale re&po!de!t& i& +ore tha! the <%X+ale
re&po!de!t&,
? .ro+ the table it 'a! be i!ferred that the 7$$X of the re&po!de!t&
p*r'ha&i!- U!iver&al Neo!& letter& prod*'t
? .ro+ the above a!aly&i&, it i& i!ferred that the 7?X of the re&po!de!t&
are <$$7">$$$ 'ate-ory ear!er&K %FX of the re&po!de!t& are above
7$$$$ ear!er&K 9>X of the re&po!de!t& are >$$7"7$$$$ 'ate-ory
ear!er&K 7#X of the re&po!de!t& are below <$$$,
? .ro+ the above a!aly&i&, it i& i!ferred that the !*+ber of re&po!de!t&
tho&e are aware of prod*'t i& 7$$ X,
.ro+ the above a!aly&i&, it ha& bee! fo*!d that the re&po!de!t& &aid the
vario*& rea&o!& to )!ow abo*t the prod*'t, i! whi'h !early :$X are d*e
to Nei-hbor&, %:X are d*e to .rie!d&, %$X of the parti'ipa!t& are *&i!-
d*e to Adverti&e+e!t& a!d 7#X are d*e to relative&,
? .ro+ the table it 'a! be i!ferred that 9%X are !e*tral re-ardi!-
repre&e!tatio! of thi& prod*'t, 7<X of the re&po!de!t& are &ati&fied
re-ardi!- repre&e!tatio! of thi& prod*'t, 7$X are di&&ati&fied with
repre&e!tatio! of thi&
? =rod*'t, 9%X are hi-hly &ati&fied a!d the re+ai!i!- 77X are hi-hly
di&&ati&fied with their repre&e!tatio!,
? .ro+ the table it 'a! be i!ferred that <<X of the re&po!de!t& are
&ati&fied with 4*ality, 7:X are &aid &ati&fied with their pri'e level of the
prod*'t, 7$X of the+ &ati&fied with their pro+otio!al offer&, 77X are
&ati&fied with their delivery a!d &ervi'e& a!d the re+ai!i!- of the+ &aid
that they are &ati&fied with the other a'tivitie&
? .ro+ the table it 'a! be i!ferred that the #$X of the re&po!de!t& are
&aid that '*&to+er pre&'ribe& thi& prod*'t very fre4*e!tly, %$X are &aid
that '*&to+er pre&'ribe& thi& prod*'t fre4*e!tly,
? .ro+ the table it 'a! be i!ferred that the 7$X havi!- e/'elle!t opi!io!
abo*t thi& prod*'t, 9$X are &aid -ood a!d the re+ai!i!- #$X havi!- fair
opi!io! abo*t thi& prod*'t .ro+ the table it 'a! be i!ferred that the %9X
are !e*trally a-ree that the&e prod*'t& are +ore 'o+petitive tha! the
other prod*'t&,:9X are a-ree,77X are di&a-ree,7$X are &tro!-ly
di&a-ree a!d the re+ai!i!- 79X a!d &tro!-ly a-ree
? .ro+ the table it 'a! be i!ferred that the :<X are preferred feat*re of the
UNIVERSA; NE8NS i& =ower 'o!&*+e&, 9<X are preferred ;ower
'o&t, 7%X are preferred 4*ality a!d the re+ai!i!- are preferred all,
? .ro+ the table it 'a! be i!ferred that %9X of the re&po!de!t& &aid that
the &ale& of the UNIVERSA; NE8NS are !e*tral whe! 'o+pared to
'o+petitor prod*'t, %9X of the+ di&a-ree& that &ale& of the prod*'t& are
+ore, %#X are a-ree that &ale& of the prod*'t& are +ore, 7<X are
&tro!-ly a-ree that the &ale& of the UNIVERSA; NE8NS are +ore a!d
the re+ai!i!- 79X are &tro!-ly di&a-ree of thi& &tate+e!t,
? .ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t of 7$$ '*&to+er&
!early ::X are &ati&fied with the 4*ality of the prod*'t, 9%X of the
re&po!de!t& &aid -ood, 7%X of the re&po!de!t& &aid +oderate opi!io!
a!d 7%X of the re&po!de!t& &aid to the 4*ality of the prod*'t !eed&
i+prove+e!t,
? .ro+ the above a!aly&i&, it ha& bee! fo*!d that o*t of 7$$ '*&to+er&
!early :FX &aid -ood, %FX&aid the prod*'t i& &ati&fa'tory,7#X of the
re&po!de!t &aid e/'elle!t, FXof the re&po!de!t& &aid the prod*'t i&
+oderate whe! 'o+pared to other &i+ilar prod*'t&,
? .ro+ the above a!aly&i&, it ha& bee! fo*!d that the re&po!de!t& &aid the
vario*& rea&o!&, i! whi'h !early >%X are d*e to ready availability, %$X
&aid !o+i!al pri'e, FX of the+ &aid -ood 4*ality a!d $X &aid offer&
abo*t the per'eptio! of the prod*'t,
? the above a!aly&i&, it ha& bee! fo*!d that o*t ::X of the+ are
i!fl*e!'ed by pri'e, ::X &aid they are i!fl*e!'ed by prod*'t 4*ality, FX
of the re&po!de!t &aid d*e to 4*a!tity, :X of there&po!de!t& &aid offer&
+ade the+ to b*y thi& prod*'t 'o+pari!- to 'o+petitor& prod*'t&,
)./. SUGGESTIONS
o Attra'tive adverti&e+e!t& +ay be -ive! thro*-h +edia,
o =rovidi!- +ore pro+otio!al &'he+e& a!d offer&,
o =ri'e +ay be de'rea&ed favorably,
o @*a!tity 'a! be i!'rea&ed,
o 1ore o*tlet& 'a! be pla'ed,
o The 'o+pa!y 'a! provide vario*& type& of prod*'t& i!
a-arbattie&,
o .ra-ra!'e 'a! be i!'rea&ed 'o!&iderably,
).) CONCLUSION
The pro(e't wor) do!e i! UNIVERSA; NE8NS ha& -ive! +e i++e!&e
pra'ti'al )!owled-e abo*t .1CA prod*'t& ,Thi& pro(e't a& developed &elf"
'o!fide!'e i! +e, The 'o+pa!y ha& proved to be a leadi!- bra!d i! the
+ar)et i! +a!y a&pe't& li)e Trade 1ar)&, @*ality, a!d '*&to+er &ati&fa'tio!,
The o!ly area& were 'o+pa!y i& to i+prove i& pro+otio!al a'tivitie&, It i&
+atter of -reat pride to do +y pro(e't i! thi& 'o+pa!y whi'h ha& -ot +a!y
award& for it& e/'elle!t b*&i!e&& pra'ti'e&, The i!for+atio!& )!owled-e I
have -ai!ed wo*ld help i! +y f*t*re &t*die& a!d pla'e+e!t,
UNIVERSA; NE8NS divi&io! i! Che!!ai fa'e& a very to*-h 'o+petitio! fro+
the vario*& 'o+petitor&, Eve! tho*-h the prod*'t i& doi!- e/tre+ely well
whe! 'o+pared to 'o+petitor prod*'t, it &till ha& &o+e drawba')&,
VEL MULTITECH SRI RANGARA+AN SAKUNTHALA ENGINEERING
COLLEGE
DE0ARTMENT OF MANAGEMENT STUDIES
0RO+ECT GUESTIONNAIRE
NAME. KARTHIKEYAN .G
A &t*dy o! CUSTOMER SATISFACTION i! re&pe't of UNIVERSAL NEONS,I
a+ a +a!a-e+e!t &t*de!t *!derta)i!- a topi' o! the 'o!&*+er opi!io! of
UNIVERSA; NE8NS, Thi& i& a part of +y &t*dy i! f*lfilli!- the re4*ire+e!t&
of the +a!a-e+e!t &t*die& ,I wo*ld be obli-ed if yo* 'o*ld provide +e with
&o+e of yo*r val*able tile to a!&wer a few 4*e&tio!& whi'h be &tri'tly
'o!fide!tial a!d p*rely *&ed for a'ade+i' p*rpo&e,
GUESTIONNAIRE
=ART" 7
a Na+e Q
=ART"%
7, Ae!der Q 5 6 1ale 5 6 .e+ale
% Do yo* p*r'ha&e UNIVERSA; NE8NS prod*'t&G
a Ye& b No
9, The fre4*e!'y di&trib*tio! of +o!thly i!'o+eG
5 6 below <$$$ 5 6 <$$7">$$$ 5 6 >$$7"7$$$$ 5 6 above 7$$$$
A7
:, Did yo* aware of U!iver&al Neo!& prod*'tG
5 6 Ye& 5 6 No
<, Bow they 'o+e to )!ow abo*t thi& prod*'tG
5 6 .rie!d& 5 6 Relative& 5 6 Adverti&e+e!t 5 6 Nei-hbor&
# Chat i& yo*r &ati&fa'tio! level re-ardi!- repre&e!tatio! of thi& prod*'tG
a Bi-hly &ati&fied b Sati&fied
' Ne*tral d Di&&ati&fied
e Bi-hly di&&ati&fied
> ChatE& yo*r overall &ati&fa'tio! abo*t thi& prod*'tG
a @*ality b =ri'e
' =ro+otio!al offer& d Delivery a!d other &ervi'e&,
e Availability
F Bow ofte! doe& the '*&to+er pre&'ribe& thi& prod*'t
a Very fre4*e!t b .re4*e!t
' Rare d Very rare
? Chat i& yo*r overall opi!io! abo*t thi& prod*'tG
a E/'elle!t b Aood
' .air d =oor
7$ Do yo* a-ree that the &ale& of thi& prod*'t are +ore whe! 'o+pared to
other 'o+petitor prod*'t i! +ar)etG
a Stro!-ly a-ree b A-ree
' Ne*tral d Di&a-ree
e Stro!-ly di&a-ree
77 Chat i& yo*r +o&t preferable &e-+e!t of thi& prod*'tG
a =ower 'o!&*+e& b lower 'o&t
' @*ality d All
7% Do yo* a-ree that the&e prod*'t& are +ore 'o+petitive tha! the other
prod*'t&G
a Stro!-ly a-ree b a-ree
' Ne*tral d Di&a-ree
e Stro!-ly Di&a-ree
79, Sati&fa'tio! level toward& the 4*ality of the prod*'tH
a-ood b&ati&fa'tory '+oderate d!eed i+prove+e!t
7:, If yo* have 'o+pared with other &i+ilar prod*'t&, how do yo* feel abo*tG
UNIVERSA; NE8NS =R8DUCTSG
5 6 -ood 5 6 +oderate 5 6 &ati&fa'tory 5 6 e/'elle!t
7<, Do yo* a-ree thi& prod*'t i& available with retailer& at all the ti+e&G
5 6 ye& 5 6 !o
7#, Bow do yo* rate the 4*ality of the prod*'t whe! 'o+pared to it& pri'eG
5 6 +oderate 5 6 rea&o!able 5 6 hi-h 5 6 very hi-h
7>, Chat &tri)e& yo*r +i!d whe! yo* hear abo*t UNIVERSA; NE8NS
=R8DUCTSG
5 6 -ood 4*ality 5 6 offer& 5 6 ready availability 5 6 !o+i!al pri'e
7F, Chat +a)e& yo* to b*y UNIVERSA; NE8NS =R8DUCTS 'o+pari!-
'o+petitor& prod*'t&G
5 6 4*ality 5 6 4*a!tity 5 6 pri'e 5 6 offer&
7?, A!y other &*--e&tio!& re-ardi!- the prod*'t ZZZZZZZZZZZZZZZZZZZZ,
REFERENCES
BOOKS.
S.NO NAME OF THE BOOK AUTHOR
7, 1ARDETINA 1ANAAE1ENT =BI;I= D8T;ER
%, RESEARCB 1ETB8D8;8AY C,R D8TBARI
9, RESEARCB 1ETB8D8;8AY U1A
SEDARAN
@EBSITES.
7, Cww, 'o!fir+it,'o+
%, Cww, liberty7?:>,'o+
9, www,Ci)ipedia,'o+
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doc_209614806.doc