A Study on Consumer Satisfaction Towards Dell Laptops in Kurnool City
Transcript of A Study on Consumer Satisfaction Towards Dell Laptops in Kurnool City
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Dept., of Commerce & Management S.J.D.C, Kurnool
ST. JOSEPHS DEGREE COLLEGE
KURNOOL
CERTIFICATE
This is to certify that this is the bonafied project work entitled
A STUDY ON CONSUMER SATISFACTION TOWARDS
DELL LAPTOPS IN KURNOOL CITY carried out by
S. Mansoor Pasha, Registered No 8625130for the year 2009-10 in
partial fulfillment of the requirement for the award of degree of
Bachelor of Business Management from Sri Krishnadevaraya
University, Anantapur
Principal
Examiners
1.
2.
Project Guide
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Dept., of Commerce & Management S.J.D.C, Kurnool
PROJECT GUIDE CERTIFICATE
Mr. Syed Mansoor Pasha, a final year Bachelor of
Business Management student of St. Josephs degree college,
Kurnool in partial fulfillment for the award of degree of Bachelor of
Business Management has done his project entitled A STUDY ON
CONSUMER SATISFACTION TOWARDS DELL LAPTOPS IN
KURNOOL CITYunder my guidance.
All the details collected and furnished by him are true and original to
my knowledge.
Mr. K. JayaPrakash M. com
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Dept., of Commerce & Management S.J.D.C, Kurnool
BONAFIDE CERTIFICATE
I here by declare that the project report entitled
a study on Consumer satisfaction towards DELL
LAPTOPS in Kurnool city under the guidance of
Mr. K. Jayaprakash, M.com, lecturer in Management
studies and this is submitted to
St. Josephs Degree College, Kurnool affiliated to
Sri Krishnadevaraya University, Anantapur and is
drafted by me and is original of own.
PLACE : KURNOOL
DATE :
Syed Mansoor Pasha
BBM
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ACKNOWLEDGEMENT
I express my heart full and sincere thanks to
Miss Y. Showrilu Reddy, Principal, St Josephs Degree
College, Kurnool for her motivation and support.
I express my gratitude to project guide
Mr. K. Jayaprakash lecturer in Management studies.
I also thank all the lecturers of the management
department for their valuable suggestions and
continuous encouragement and full support for
completing this project
Syed Mansoor Pasha
[BBM]
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CONTENTSChapter-1
INTRODUCTION
HISTORY
COMPANY PROFILE
PRODUCT PROFILE
Chapter-2
OBJECTIVES
RESEARCH METHODOLOGY
LIMITATIONS
Chapter-3
CONSUMER SATISFACTION
Chapter-4
DATA ANALYSIS & INTERPRETATION
Chapter-5
FINDINGS
SUGGESTIONS
QUESTIONNAIRE
BIBLIOGRAPHY
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INTRODUCTION
In 2001, Dell Computer became the worlds largest personal
computer vendor, continuing to gain market share and post profits in anindustry struggling with slumping sales and billions of dollars in losses.Dell sells 90% of its PCs directly to the final customer, largely bypassingthere seller channel that accounts for most of the worlds PC sales. Thisdirect customer relationship is the key to Dells business model, and
provides distinct advantages over the indirect sales model. Dells direct
relationship with the customer allows it to tailor its offerings to customer
needs, offer add-on products and services, and use the Internet to offer avariety of customer services. In addition, Dells PCs are built tocustomers specifications upon receipt of an order, giving Dell additional
advantages over indirect PC vendors who must try to forecast demandand ship products based on those forecasts. Dells direct sales and build -to-order model has achieved superior performance in the PC industry interms of inventory turnover, reduced overhead, cash conversion, andreturn on investment.
Dells business model is simple in concept, but very complex in
execution. Building PCs to order means that Dell must have parts andcomponents on hand to build a wide array of possible configurations withlittle advance notice. In order to fill orders quickly, Dell must haveexcellent manufacturing and logistics capabilities supported byinformation LAPTOPS that enable it to substitute information forinventory.
The demands of Dells model have led it to adopt a new
organizational structure referred to as a virtual company or value web(Figure 1). It is marked by a focus on a few key strategic activities, andextensive outsourcing of non-strategic activities. Dell works closely withexternal partners to produce its PC products and to offer its customers anarray of additional products and services that add value and allow Dell tocapture a larger share of the customers IT spending.
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To manufacture its products, Dell coordinates a global productionnetwork that spans the Americas, Europe and Asia, combining in-housefinal assembly with heavy reliance on outside suppliers and contractmanufacturers.
Manufacturing of printed circuit board assemblies (PCBAs),subassemblies (box builds), and some final products (mainly notebookPCs) is handled by contract manufacturers or original designmanufacturers such as SCI, Solectron, Celestica, Hon Hai, Quanta andArima. Like other PC makers, Dell relies on outside suppliers forcomponents and peripherals such as disk drives, CD-ROM drives,semiconductors, add-on cards, monitors, keyboards, mice and speakers.Its PCs can be bundled with standard software such as Microsoft Officeor with specialized software requested by corporate customers.
Dell relies on outside partners for services such as Laptopintegration, installation, on-site repairs and consulting. Partners include
Wang, Unisys, IBM and BancTec. It also works with resellers whosupport Dell hardware and receive referral fees for recommending Dell tocustomers.
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Acquisition :
September 8th1999 - Firstacquisition Converge Net Technologies. May 8th2006 AcquiredAlienware,a specialtycomputer
desktopmanufacturer, integrated it into the company's high-end product line.
It introduced several new items to Dell products, including AMD
microprocessors. To prevent cross-market products, Dell continues to run
Alienware as a separate entity but still a wholly-owned subsidiary.
January 28th 2008 - AcquiredEqualLogic to gain a foothold in theISCSIstorage market. It was the largest acquisition of $1.4 billion .Integrating
EqualLogic's products into the company drove manufacturing prices down. It
extended Dell's leadership in simplifying IT for customers and partners.
2008 Three acquisitions, EqualLogic, The Networked Storage Company,and Message One
1999-2000 - Purchased stakes in four companies (NaviSite, Com2001.com,Fast Search & Transfer,Netyear Group).
Divestedtwo companies, in 2000 and 2008.
Major customers:
large corporations, government agencies medical and educational institutions small business individuals
http://en.wikipedia.org/wiki/Business_acquisitionhttp://en.wikipedia.org/wiki/Business_acquisitionhttp://en.wikipedia.org/wiki/Business_acquisitionhttp://en.wikipedia.org/wiki/Alienwarehttp://en.wikipedia.org/wiki/Alienwarehttp://en.wikipedia.org/wiki/Alienwarehttp://en.wikipedia.org/wiki/Computer_desktophttp://en.wikipedia.org/wiki/Computer_desktophttp://en.wikipedia.org/wiki/Computer_desktophttp://en.wikipedia.org/wiki/Computer_desktophttp://en.wikipedia.org/wiki/EqualLogichttp://en.wikipedia.org/wiki/EqualLogichttp://en.wikipedia.org/wiki/EqualLogichttp://en.wikipedia.org/wiki/ISCSIhttp://en.wikipedia.org/wiki/ISCSIhttp://en.wikipedia.org/wiki/ISCSIhttp://en.wikipedia.org/wiki/Fast_Search_&_Transferhttp://en.wikipedia.org/wiki/Fast_Search_&_Transferhttp://en.wikipedia.org/wiki/Divestedhttp://en.wikipedia.org/wiki/Divestedhttp://en.wikipedia.org/wiki/Divestedhttp://en.wikipedia.org/wiki/Fast_Search_&_Transferhttp://en.wikipedia.org/wiki/ISCSIhttp://en.wikipedia.org/wiki/EqualLogichttp://en.wikipedia.org/wiki/Computer_desktophttp://en.wikipedia.org/wiki/Computer_desktophttp://en.wikipedia.org/wiki/Alienwarehttp://en.wikipedia.org/wiki/Business_acquisition -
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Coming products :
New PowerEdge Servers New Enterprise Computing Portfolio Innovation Aids Recovery Ultra-Thin Laptop, Adamo
Financials :
Revenue in the QY 09 fell 16% from the same period a year ago to $13.4billion. Profits plummeted 48% to $351 million, or 18 cents a share, from
$679 million, or 31 cents a share.
Revenues of $61,133 million during the financial year ended February 2008,an increase of 6.5% over 2007.
Operating profit of the company was $3,440 million in FY2008, an increase of12.1% over 2007
Net profit was $2,947 million in FY2008, an increase of 14.1% over 2007
Recent Developments :
In January 2009, Dell announced that they will withdraw allmanufacturing from Limerick and move it to its new plant in thePolish city of Lodz by January 2010.
Raised their cost-reduction target to $4 billion. Dell also announced that it aimed to become a "one-percent
company," giving away 1 % of pretax profits to education anddigital inclusion projects mainly in emerging markets, byFebruary 2010.
http://content.dell.com/d/press-releases/2009-03-30-Dell-11G-PowerEdge-Servers-energy-efficient.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/2009-03-30-Dell-11G-PowerEdge-Servers-energy-efficient.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/DellUnveilsEfficientEnterpriseComputingPortfolio,FreeingCustomersfromCostlyandProprietaryTechnology.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/DellUnveilsEfficientEnterpriseComputingPortfolio,FreeingCustomersfromCostlyandProprietaryTechnology.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/2009-03-26-Michael-Dell.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/2009-03-26-Michael-Dell.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/2009-03-17-adamo-us.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/2009-03-17-adamo-us.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/2009-03-17-adamo-us.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/2009-03-26-Michael-Dell.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/DellUnveilsEfficientEnterpriseComputingPortfolio,FreeingCustomersfromCostlyandProprietaryTechnology.aspx?c=us&l=en&s=corphttp://content.dell.com/d/press-releases/2009-03-30-Dell-11G-PowerEdge-Servers-energy-efficient.aspx?c=us&l=en&s=corp -
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Company profile
Dell Inc. (Dell) is a technology company that designs, develops, manufactures,
markets, sells, and supports a range of products. Its product categories include
mobility products, desktop personal computers (PCs), software and peripherals,
servers and networking, services, and storage. The Company manages its business in
four operating segments: Americas Commercial; Europe, Middle East and Africa
(EMEA) Commercial; Asia Pacific-Japan (APJ) Commercial, and Global Consumer.
During the fiscal year ended January 30, 2009 (fiscal 2009), the Company acquired
the Networked Storage Company. In April 2008, the Company completed the
acquisition of Message One, Inc., a company engaged in providing software-as-a-
service (SaaS)-enabled, enterprise-class, e-mail business continuity, compliance,
archiving and disaster recovery services. In January 2009, the Company acquired the
Microsoft IT consulting and solutions segments of Allin Corporation.
Dell is one of the leading technology companies, offering a broad range of products,
including desktop
PCs, servers, networking products, storage, mobility products, software and
peripherals, and services.
The company operates in the Americas, EMEA and Asia Pacific. It is headquartered
in Round Rock,
Texas and employs 78,900 people including 2,400 temporary employees.
The company recorded revenues of $61,101 million during the financial year ended
January 2009
(FY2009), a decrease of 0.1% over 2008.The operating profit of the company was
$3,190 million in
FY2009, a decrease of 7.3% over 2008. Its net profit was $2,478 in FY2009, a
decrease of 15.9% over 2008.
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Dell Inspiron 1420 Laptop
Price Rs 32,500/- INR
Key Specs:
Processor: 2GHz Core 2 Duo T7300Memory: 2GB DDR2Storage: 160GB hard driveOptical Drives: 8x DVDRW
Display: 14.1-inch TFTGraphics: nVidia GeForce Go 8400 GS (128MB)Operating System: Windows Vista Home Premium
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Dell Inspiron Mini 10 with TV Tuner
Price Rs 30,750/- INR
Key Specs:
Processor: 1.6GHz Intel Atom Z530Memory: 1GB RAM
Storage: 160GB hard driveOptical Drive: NoneScreen: 10.1 inches (1,024x600 native resolution)Graphics: Integrated Intel GMA 500Weight: 2.9 poundsDimensions (HWD): 1.3x10.3x7.2 inchesOperating System: Windows XP Home Edition (32-bit)
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Dell XPS M1330 Laptop
Price Rs 28,000/- INR
Key Specs:
Processor: 2.2GHz Core 2 Duo T7500Memory: 2GB DDR2Storage: 160GB hard drive
Optical Drives: Double-layer DVDRWDisplay: 13.3-inch wide-screen TFTGraphics: nVidia GeForce Go 8400 GS (128MB)Operating System: Microsoft Windows Vista Home Premium
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Dell Inspiron 1501
Price Rs 27,000/- INR
Key Specs:
Processor: 1.6GHz Turion 64 X2 TL-50Memory: 2GB DDR2Storage: 60GB hard drive
Optical Drives: Double-layer DVDRWDisplay: 15.4-inch TFTGraphics: Integrated ATI Radeon Xpress 1150Operating System: Windows Vista Home Premium
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OBJECTIVES
The objectives of the Dell Company are as follows
1. To determine up to what extent the Dellhas satisfied theconsumers
2. To know the mode of purchase by the customers.3. To know the type of usage made by consumers.4. The services rendered by the dealer should be determined.5. To determine the company and its dealers attachments with
consumers.
6. To determine the place of Dellwith respect to variouscompanies.
7. To determine the consumer satisfaction with regard to price andtechnology.
To know whether the consumers are aware of all the products
released by the company.
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Primary data
The primary data is collected through questionnaires, which form the major part
of the project.
Secondary data
The secondary data is readily available from the Dealers, news magazines. Data
like company profile and organization procedures are obtained from the office.
Consumers are often reluctant to take the time to respond to survey. For thisreason researchers have found the questionnaires which may be interesting,unambiguous, easy to complete and generally non-burdensome in order tomotivate respondents to answer truthfully and completely.
Research Instruments
Marketing researchers have a choice of two main research instruments incollecting primary data from questionnaires.
Questionnaires
This part is being explained briefly in the following theories of approach they areSAMPLING PLAN after deciding on the research approach and the
instruments. The marketing researchers must design a sampling plan. This plancomprise of three parts1. Sample Size2. Sample Unit3. Sample Procedure
Sampling
An integral component of research design is the sampling plan. Specifically itaddresses three questions. Whom to survey(The sampling unit), How many tosurvey (sampling size), and How to select them(The sampling procedure).
Sampling Unit
The sampling units for the study consisted of respondents from all walks of life,either sex, different age groups, different income group and so on, but all residents
of KURNOOL CITY.
Sampling Size
Considering the nature and extent of the study and with the time constraints, asample size of 100 consumers was chosen.
Sampling Procedure
Simple random sampling method has been adopted for the study. In randomsampling each element of the population has an equal chance of being selected for
the sample.
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LIMITATIONS
Apart from the needs and importance of the study, there are limitations
also. The limitations are as follows:
1. The study is confined only to Kurnool city and not the customersaround the world.
2. Time factor is the main limitation of the study.3. The methods used in this project are random sampling methods and
the result obtained may not be fully accurate and believable.
4. The research has been centered to only 100 customers rather thanmillions of people.
5. Some of the customers are not interested to give the accurateinformation about the product.
6. This study is based on the figure available and the informationgiven by the customers.
The conclusions drawn are subjected to the information provided
by various buyers contacted.
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increases customer satisfaction by lowering its prices or increasing its services, the
result may be lower profits. The company might be able to increase its profitability by
means other than increased satisfaction (for example, by improving manufacturing
processes are investing more in R & B), also the company has many stake holders
including employers, dealers, suppliers and stock holders. Spending more to increase
customer satisfaction might divert funds from increasing the satisfaction of other
partners. Ultimately the company must operate on philosophy that it is trying to
deliver faction to other stake holders within the constraints of its total resources.
Customer Satisfaction Service
Studied show that although customers are dissatisfied with one out of every 4
purchases. Less than 5% of dissatisfied customers will complain. Most customers will
buy less or switch suppliers. Complaint levels are thus not a good measure of
customer satisfaction. Responsive company measure customer satisfaction directly by
conducting periodic service, they sent questionnaires or make telephone calls to a
random sample of recent customers. While collecting customer satisfaction data, it is
also useful to ask additional questions to measure repurchase intention, this will
normally be high if the customers satisfaction is high. It is also useful to measure the
likelihood or willingness to recommend the company and brand to others. A high
positive word-of-mouth score indicates that the company is producing high customer
satisfaction.
Defining Customer Satisfaction
Over 35 years above PETER DRUCKER observed that a companys first task
is to create customers. But todays customers faces a vast vary of product and brand
choices, prices and suppliers.
The key to customer retention is Customer Satisfaction. A highly satisfied customer:
1. Stay loyal longer.2. Buys more as the company introduces new products and upgrade existing
products.3. Talks favorably about the company and its products.4. Pays less attention to competing brands and advertising and is less
sensitive to price.5. Offers products or services and ideas to the company.
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6. Costs less to serve than new customers because transactions are reutilized.Thus a company would be wise to measure customer satisfaction regularly.
The company could phone recent buyers and inquire how many are highly satisfied,
satisfied, indifferent and dissatisfied.
Consumer Satisfaction
Today in the consumer driven economy, all firms are engaged in a rat race to
attract customers and build a long-term relationship with their loyal customers. The
key to customers loyalty is through customer satisfaction. A satisfied customer will
act as a spoke person of the companys product, and bring in more buyers. There is
the Pareto principle or the 80/20 rules; it says 80 percent of one thing comes from 20
percent of another. That is to say a small percentage of loyal customers will lend a
large weight to the companys sales.
So marketers have to ensure customers value satisfaction. For this they have toensure:
Products are developed to meet consumer requirements. Brands are positioned so as to convey distinctiveness. Communications are used to convey to consumer to experience that
goes on using a value added product.
Delivery to reinforce the promptness in making available to theconsumers a value added product.
Relationships are built to offer lifetime customer value to enable theconsumer to experience value satisfaction.
All the efforts of the marketers at trying to understand buying motives,organizing buying behavior and working out suitable promotional strategy to suit the
consumer behavior are to ensure consumer satisfaction. In todays competitive
environment, where companies are adopting various methods to whom the
prospective consumers, marketers have to make all efforts to understand all the
complexities which go into the buying behavior and frame marketing programs
suitable to the target market.
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SWOT ANALYSIS
STRENGTHS
No inventory buildup Acquition with Equalogic Quality product and service Whole world focus Brand name Customer service Cost efficiency Direct sell
model=customization + fast+ delivery + low cost
Winning culture latest technology First mover advantage e-commerce capabilities:
www.dell.com
Build to order manufacturingprocess
Product design + after salesservice
Expert Supply ChainManagement
WEAKNESSES
No proprietary technology High dependency on
component suppliers
Occasional product recall. Eg.In 2004 Dell had to recall 4.4million laptop adapters
because of a fear that theycould overheat, causingelectric shocks or fires.
unable to switch supply duesto the lack of large suppliersin the World
high attrition rates amongvisitors to Dell.com
No physical presence ofservice centers.
slow in introducing fancyfeatures
Lack of innovation
OPPORTUNITIES
Network-internet, intranetand extranet
Developing nations market Low costs and growing
advanced technology
Growth in business,education and government
markets Global wide access to
customers and market.
Expansion Increasing income of
consumers
Globalization
THREATS
Competition Currency fluctuation in
countries outside the US
Political instability Tariff trade barriers Recession
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USAGE OF LAPTOPS BY DIFFERENT TYPE OF PROFESSIONALS
Inference
According to the survey, the above table indicates that, 30(30%) of respondents
are Employees, 30(30%) of respondents are Businessmen, 30(30%) are Students, and
10(10%) are other professionals who are using LAPTOPS. From the above table we
can conclude that Employees and Businessmen are using LAPTOPS effectively than
compared to the Students and Other professionals.
Source: Questionnaire
0
10
20
30
40
Employees Businessmen Students Others
USAGE OF PCS BY DIFFERENT TYPE OF
PROFESSIONALS
Professionals Number of Respondents Percentage
Employees 30 30%
Businessmen 30 30%
Students 30 30%
Others 10 10%
Total 100 100%
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TYPE OF SYSTEM USED BY RESPONDENTS
Type of
Laptop
Number of
respondents
Percentage
Desktop 70 70%
Laptop 30 30%
Total 100 100%
Inference
From the above table we can state that 70(70%) of respondents
acquire Desktop LAPTOPS, and 30(30%) of respondents use LAPTOPS. The
majority of the respondents are using desktop computers.
Source: Questionnaire
TYPE OF DELL SYSTEM USED BY
RESPONDENTS
Desktop
Laptop
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INCOME LEVELS OF RESPONDENTS
Income Levels Number of Respondents Percentage
10000-15000 25 25%
15000-20000 22 22%
20000-25000 30 30%
Above 25000 23 23%
Total 100 100%
Inference
According to the survey, the above table indicates that 25 (25%) of
respondents income level is 10000-15000, 22 (22%) of respondents income
level is 15000-20000, 30(30%) of respondents income level is 20000-25000
and 23(23%) of respondents income level is above 25000.
Source: Questionnaire
0 5 10 15 20 25 30 35
10000-15000
15000-20000
20000-25000
Above 25000
INCOME LEVELS OF RESPONDENTS
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MODE OF PURCHASE OF DELL
Mode of
Purchase
Number of
respondents
Percentage
Cash Basis 44 44%
Credit Basis 19 19%
Installment 37 37%
Total 100 100%
Inference
From the opinion of the respondents stated in the above table,
46(46%) acquire the DELL LAPTOPS through Cash basis, 18 (18%) of
respondents purchase DELL through credit basis 36(36%) of respondents
purchase DELL through Installments.
Source: Questionnaire
0
10
20
30
40
50
Cash Basis Credit Basis Installment
MODE OF PURCHASE OF DELL
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FACTORS INFLUENCING TO PURCHASE DELL
Factors Number of Respondents Percentage
Price 18 18%
Quality 42 42%
Configuration 23 23%
Services 17 17%
Total 100 100%
Inference
The above table states that 18(18%) of respondents prefer DELL
due to Price factor, 42(42%) of respondents prefer DELL due to its Quality,
23(23%) voted for Configuration, and 17(17%) voted for Services. Most of the
respondents i.e., 54% prefer DELL because of its good quality.
Source: Questionnaire
0
10
20
30
40
50
Price Quality Configuration Services
FACTORS INFLUENCING TO PURCHASE
DELL
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CONSUMER SATISFACTION TOWARDS DELL
Factors Number of
RespondentsPercentage
Highly Satisfied 41 41%
Moderately
Satisfied22 22%
Satisfied 31 31%
Not Satisfied 6 6%
Total 100 100%
Inference
According to the survey, the above table states that, 41(41%) of
respondents are Highly Satisfied with DELL, 22(22%) of respondents are Moderately
Satisfied, 31(31%) of respondents are Satisfied, and 6(6%) are Not Satisfied. Overall
the satisfaction of respondents is more which a good sign is for the DELL makers.
Source: Questionnaire
0
10
20
30
40
50
Highly
Satisfied
Moderately
Satisfied
Satisfied Not Satisfied
CONSUMER SATISFACTION TOWARDS
DELL
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FACTORS INFLUENCED TO PURCHASE DELL
FactorsNumber of
RespondentsPercentage
Friends 34 34%
Relatives 21 21%
Advertisements 36 36%
Others 9 9%
Total 100 100%
Inference
Above table indicates that, 34(34%) of respondents purchase DELL
due to the influence of Friends, 21(21%) of respondents are influenced by
relatives, 36(36%) of respondents are influenced by Advertisements, and 9(9%)
are influenced by Other factors.
Source: Questionnaire
0 5 10 15 20 25 30 35 40
Friends
Relatives
Advertisements
Others
FACTORS INFLUENCED TO PURCHASE DELL
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CUSTOMER OPINION ABOUT PRICE OF DELL
Factors
Number of
Respondents Percentage
Very High 10 10%
High 16 16%
Medium 44 44%
Low 30 30%
Total 100 100%
Inference
From the above table we can obtain the opinion of the respondents about
the prices of DELL. 10(10%) of respondents replied that the price of DELL is Very
High, 16(16%) said High, 44(44%) of respondents voted the price of DELL is
Medium, and 30(30%) of respondents said the price is Low.
Source: Questionnaire
0
10
20
30
40
50
Very High High Medium Low
CUSTOMER OPINION ABOUT PRICE OF
DELL
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CONSUMER SATISFACTION TOWARDS QUALITY OF DELL
FactorsNumber of
RespondentsPercentage
Highly Satisfied 39 39%
Moderately
Satisfied21 21%
Satisfied 34 34%
Not Satisfied 6 6%
Total 100 100%
InferenceAccording to the survey, the above table indicates that, 39(39%) of
respondents are Highly Satisfied with the quality of DELL, 21(21%) are Moderately
Satisfied, 34(34%) of respondents are Satisfied with the quality, and 6(6%) are Not
Satisfied with the quality of DELL. From the survey done, we can state that more
number of respondents are Satisfied with the quality of DELL.
Source: Questionnaire
0 10 20 30 40 50
Highly Satisfied
Moderately Satisfied
Satisfied
Not Satisfied
CONSUMER SATISFACTION TOWARDS QUALITY OF DELL
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OPINION ABOUT SALES PROMOTIONAL ACTIVITIES OF
DELL
FactorsNumber of
RespondentsPercentage
Very Impressive 28 28%
ModeratelyImpressive
17 17%
Impressive 36 36%
Not Impressive 19 19%
Total 100 100%
Inference
According to the survey, the above table indicates that, 28(28%) of
respondents said that sales promotional activities of DELL are Very Impressive,
17(17%) of respondents said Moderately Impressive, 36(36%) of respondents replied
as Impressive, and 19(19%) of respondents are Not Impressive with the sales
promotional activities of DELL.
Source: Questionnaire
0 10 20 30 40
Very Impressive
Moderately
Impressive
Impressive
Not Impressive
OPINION ABOUT SALES PROMOTIONAL ACTIVITIES OF
DELL
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CONSUMER OPINION TOWARDS THE ADVERTISEMENTS
OF DELL
FactorsNumber of
RespondentsPercentage
Excellent 36 36%
Good 35 35%
Fair 19 19%
Poor 10 10%
Total 100 100%
InferenceFrom the above table we indicates that, 36(36%) of respondents said that
the Advertisements of DELL are Excellent, 35(35%) of respondents said that the Ads
of DELL are Good, 19(19%) of respondents said the Ads are Fair, and the remaining
10(10%) of respondents said that the Ads are Poor. Overall study states that the
advertisements are proving effective in the sales promotion of DELL.
Source: Questionnaire
0
10
20
3040
Excellent Good Fair Poor
CONSUMER OPINION TOWARDS THE
ADVERTISEMENTS OF DELL
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CONSUMER OPINION ABOUT SERVICE FROM DELL
Factors
Number of
Respondents Percentage
Excellent 37 37%
Good 35 35%
Fair 19 19%
Poor 09 09%
Total 100 100%
Inference
According to the survey, the above table indicates that,
37(37%) of respondents feel Excellent after sales service of DELL,
35(35%) said they feel Good, 19(19%) said Fair, and 9(9%) of
respondents said Poor.
Source: Questionnaire
0
5
10
15
20
25
30
35
40
Excellent Good Fair Poor
CONSUMER OPINION ABOUT SERVICE FROM DELL
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CONSUMER SUGGESTION TO
PURCHASE DELL TO OTHERS
Factors Number of
Respondents
Percentage
Yes 80 82%
No 20 18%
Total 100 100%
Inference
From the above table indicates that, 80(80%) of customers want to
suggest DELL Laptop to others they are satisfied with the brand, and 20(20%)
of consumers dont want to suggest DELL Laptop to others as they are not
much satisfied with DELL brand.
Source: Questionnaire
0
10
20
30
40
50
60
70
80
90
Yes No
CONSUMER SUGGESTION TO PURCHASE
DELL TO OTHERS
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Findings
1.It is found that most of the consumers are purchasing throughcash basis
2.It is found that most of consumers are very much satisfied withthe quality of Dell.
3.It is found that the influencing factor for the consumers topurchase Dell is through Advertisements.
4.The survey indicates that majority of the consumer wants tosuggest Dell to others .
5.The advertisements of Dell are excellent.6.The opinion of the consumer about the after sales services of
Dell is good.
7.The sales promotional activities of Dell are good and furthercan be improved and maintained longer to capture more market
share
8.It is found that most of the consumers need more colourfulLAPTOPS.
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Questionnaire
Name:Age:Gender:
1. What is your profession
2. Do you have Dell Laptop
3. If yes what type of Laptop do you have
4. What is your Income level per month- 15,000 -20,000
-
5. What is your mode of purchase
6. Why do you prefer Dell
7. To what extent are you satisfied with Dell
8. Which factor influenced to purchase Dell
9. What is your opinion on prices of Dellow
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10. To what extent are you satisfied with quality of Dell
Not satisfied
11. What is your opinion about sales promotional activitiesOf Dell
Very Impressive Moderately ImpressiveImpressive Not Impressive
12. What is your opinion on Advertisements of Dell
Excellent Good Fair Poor
13. What is your opinion after sales services of DellExcellent Good Fair Poor
14. Would you suggest Dell Laptop to purchase any one else
Suggestions if any:___________________________________
______________________________________________________
______________________________________________________
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BIBLIOGRAPHY
REFERANCE BOOKS:
MARKETING MANAGEMENT: V.S.RAMASWAMY AND
S.NAMAKUMARI
ADVERTISING AND PROMOTIONS: GEORGE E.BELCH & MICHAEL A.
PRINCIPLES OF MARKETING: PHILIP KOTHKER &
GARY ARMSTRONG
WEBSITES: WWW.DELL.COM
WWW.GOOGLE.COM
WWW.COMPUTERSHOPPER.COM
http://www.computer/http://www.computer/