A STUDY ON CUSTOMER SATISFACTION ON ELECTRONIC PRODUCTS
The modern society focus on technology oriented marketing activities. To achieve the better standard of living technology is helping in identifying and satisfying the needs. KELTRON ELECTOR CERAMICS LIMITED is a subsidiary of Kerala state Electronics Development Corporation Limited, (KELTRON). The, Company was incorporated in the name and style "DIELECTRO MAG-NETICS LIMITED" in the year 1974. It became a Keltron Group Company* in the year 1977.
In the study of Marslow’s Marslow’s hierarchy of needs it is observed observed that a humanbeinghave five stages of hierarchical needs like; hunger and sleep. In the second order it is the security needs like shelter , employment and protection. Im the third hierarchical need is the social need living in a society like family , friends etc. In the fourth level of hierachical needs it is esteem needs were his wants recognition in the last theory , we find the self actualization need which on individuality of person OBJECTIVES OF THE STUDY PRIMARY OBJECTIVES
To know about the Customer Satisfaction of the Keltron Products customers
SECONDARY OBJECTIVES
To know about the company’s approach and their attitude on handling different different types of customers
To find out the customer’s perception and attitude towards service of the co mpany
To find out the customer relationship officers knowledge about customers expectation and their needs
To know about the potential problems of the customers
To know about the complaint management.
SCOPE OF STUDY This study is dealing with the customer satisfaction of keltron product. On the basis of the study we can identify the customer requirements and the level of satisfaction with related activities. It will help for better decision making and modifications.
LIMITATIONS OF THE STUDY
The information might not be accurate due to closed ended questionnaires. Other than the
option may have its control over the t he customer’s perception and response.
Because of the fixed number of o f samples, we can’t take the result for whole.
As simple random sampling has been used, probability will be more for sample error. It might have the chances to take full of positive result giving or negative result giving samples.
Due to time constraint, the researcher couldn’t able to cover all the areas and all the customers.
Personal bias is possible because of direct questions
INTRODUCTION Research is defined as a “Systematized Effort To Gain New Knowledge”. Research comprises defining and redefining problems, formulating hypothesis or suggest solutions, collecting, organizing and evaluating data, making deductions and reaching conclusions and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis. It refers to the systematic method consisting of enunciating the problem, formulating a hypothesis, collecting the fact the data, analyzing the facts the reaching certain conclusion RESEARCH DESIGN A research design is an arrangement of conditions for collection and analysis of data in a manner that aim combine with relevance to the research purpose with economy in procedure. The researcher had done descriptive research for studying the attitude of the employee. A simple descriptive research design is used when data are collected to describe persons, organizations, settings, or phenomena.
SAMPLE DESIGN Sample design refers to the technique or the procedure the research would adopt in selecting item for the sample. Probabilistic sampling design has been used to conduct the research. SAMPLING UNIT Sampling unit is the basic unit containing the elements of a target population. The sampling unit of the study is only the customers of Keltron Electronic products POPULATION Population of this study is the customers of Keltron Electronic products
SAMPLE SIZE The study contains a sample size of 100 customers of Keltron Electronic products PERIOD OF STUDY The time period of the study is 6 months. Within the 6 months all research works have been completed. SAMPLING TECHNIQUES Simple random sampling is adopted as sampling technique. It is also known probability sampling where each and every item in the population has an equal chance of inclusion in the sample and each one of possible samples in case finite universes, has the same probability of being selected. DATA COLLECTION METHOD The data was collected from the both primary and secondary sources.
PRIMARY DATA The primary data are those data, which are collected freshly for the first time, and they are original in in character. The researcher had collected primary primary data , which which had obtained by a study specifically designed to fulfill data needs of the problem at hand such data are original as character. They are also follows. SECONDRY DATA The secondary data as those which have been collected by some one else and which have already been passed through the statistical process. the
researcher uses different sources to
collect the data’s such as company publications, business business journals, journals, magazines, project reports, websites, etc. TOOLS USED FOR ANALYSIS DATA
Simple percentage analysis Percentage refers to special kind of ratio. Percentage are used to make a comparison
between two or more serious of data. The percentage method is some times used for describing relationship. Since the percentage reduce everything to a common comparison to be made. Simple percentage analysis = No of respondents/ Total no of respondents*100 Hypothesis: Hypothesis means a mere assumption or some supposition to be proved or disproved, hypothesis in two types
Alternative hypothesis (H1) - there is a significant relationship between independent and dependent variable.
Null hypothesis (Ho)- there is no significant relationship between independent and dependent variable.
Chi- square Test method The chi- square test is an important test among the several tests of significance developed
by statisticians. Chi- square symbolically written as xxx is a statistical measure used in test of sampling analysis. It can be calculated using a formula. (O-E) 2
2
= -------------E
E = RT*CT/N O = Observed frequency E = Expected frequency RT = Row total CT = Column total observat ions. N = Total No. of observations. Degree Of Freedom = (R-1)* (C-1) (at 5% significance level) Where, R= No. of rows C = No. of columns If the calculated value is greater than the value, the hypothesis is rejected otherwise accepted.
