Redo Analysis Redo Analysis

8/8/2019 Redo Analysis Redo Analysis

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ANALYSIS AND INTERPRETATION

Table 6.1.1 QUALITY OF SERVICE WING WHILE COMMISSIONING

Particulars No. of. Respondents %

Excellent8 36

Very Good 8 36

Good 4 19

Fair 2 9

Poor - -

Total 22 100

Chart 6.2.1 QUALITY OF SERVICE WING WHILE COMMISSIONING

Inference: From the above table,It is inferred that there is a higher percentage of

respondents who are satisfied with the quality of service wing while servicing andan lower percentage of respondents are says that the quality is fair.

Table 6.1.2 QUALITY OF SERVICE WING WHILE PROVIDINGTECHNICAL SERVICE


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Excellent4 18

Very Good 12 55

Good 2 9

Fair 2 9

Poor 2 9

Total 22 100

chart 6.2.2 QUALITY OF SERVICE WING WHILE PROVIDING

TECHNICAL SERVICE

Inference: It is inferred that there is a higher percentage of respondents who are

highly satisfied with the quality of service wing while providing technical services

and lower percentage of respondents says that it is fair.

Table 6.1.3 QUALITY OF SERVICE WING DURING WARRANTYPERIOD


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Excellent2 9

Very Good 8 36

Good 6 28

Fair 4 18

Poor 2 9

Total22 100

Chart 6.2.3 QUALITY OF SERVICE WING DURING WARRANTYPERIOD

Inference: From the table, It is inferred that there is a higher percentage of

respondents says that the quality of service wing during warranty period is very

good.

Table 6.1.4 QUALITY OF SERVICE WING AFTER WARRANTY PERIOD



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Excellent2 9

Very Good 6 28

Good 8 36

Fair 4 18

Poor 2 9

Total22 100

Chart 6.2.4 QUALITY OF SERVICE WING AFTER WARRANTY PERIOD

Inference: From the table, It is inferred that there is a higher percentage) of

respondents are saying that the quality of service wing after warranty period is

good.

Table 6.1.5 GETTING ACKNOWLEDGEMENTS FOR COMPLAINTS



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Excellent6 28

Very Good 8 36

Good 6 27

Fair 2 9

Poor 0 0

Total11 100

Chart 6.2.5 GETTING ACKNOWLEDGEMENTS FOR COMPLAINTS

Inference: It is inferred that there is a higher percentage (i.e. 28 & 36%) of

respondents are saying that they are satisfied in getting acknowledgements for their

complaints.

Table 6.1.6 TIME PERIOD IN ATTENDING TO COMPLAINTS



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Excellent4 18

Very Good 6 27

Good 4 18

Fair 8 37

Poor 0 0

Total 22 100

Chart 6.2.6 TIME PERIOD IN ATTENDING TO COMPLAINTS

Inference: It is inferred that a higher percentage (37%) of respondents saying fair

to companies time period in attending to complaints.


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Table 6.1.7 TECHNICAL COMPETENCE OF ENGINEERS


Excellent 6 28

Very Good 10 45

Good 4 18

Fair 2 9

Poor 0 0

Total 22 100

Chart 6.2.7 TECHNICAL COMPETENCE OF ENGINEERS

Inference: from the table, It is inferred that a higher percentage of respondents

saying very good to the technical competence of engineers of Best & Crompton

(Pumps).

Table 6.1.8 PROFESSIONALISM IN DEALING WITH CUSTOMERS:


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Scale No. of. Respondents %

Excellent4 18

Very good 6 28

Good 8 36

Fair 2 9

Poor 2 9

Total 22 100

Chart 6.2.8 PROFESSIONALISM IN DEALING WITH CUSTOMERS:


respondents saying that they are satisfied with the professionalism in dealing with

customers.

Table 6.1.9 QUALITY OF AFTER SALES SERVICE



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Immediate resolution10 45

Less than a day 6 28

Between 2 and 3 days 2 9

Between 3 and 5 days 2 9

More than a week 2 9

Total 22 100

Chart 6.2.10 TIME TAKEN TO RESOLVE THE PROBLEMS

Inference: From the table, it is inferred that the time taken for resolving the

problems by technicians of Best & Crompton (pumps) are immediate.

Table 6.1.11 NUMBER OF TIMES CONTACTED FOR PROBLEMRESOLUTION:



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Once4 18

Twice 12 55

Three times 4 18

More than 3 times 2 9

Total 22 100

Chart 6.2.11 NUMBER OF TIMES CONTACTED FOR PROBLEMRESOLUTION:

Inference: From the table, It is inferred that a higher percentage of respondents

saying that they had to contact only a fewer times to get their problems resolved.

Table 6.1.12 SERVICE DELIVERY ON TIME PERFORMANCE


Excellent6 28

Very Good 10 45


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Good 2 9

Fair 2 9

Poor 2 9

Total 22 100

chart 6.2.12 SERVICE DELIVERY ON TIME PERFORMANCE

Inference: It is inferred that there is a higher percentage of respondents are highly

satisfied with the quality of service delivery and on time performance of company

Best & Crompton (pumps).

Table 6.1.13 COMPETENCE OF ENGINEERS IN HANDLINGTECHNICAL EQUIPMENTS



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Excellent2 9

Very Good 12 54

Good 4 19

Fair 2 9

Poor 2 9

Total22 100

Chart 6.2.13 COMPETENCE OF ENGINEERS IN HANDLINGTECHNICALEQUIPMENTS

Inference: From the table, It is inferred that there is a higher percentage of respondents says that the competence of service engineers in handling technicalequipments are very good.

Table 6.1.14 TECHNOLOGY USED BY SERVICE WING


Excellent6 27

Very Good 6 27


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Good 6 27

Fair 2 10

Poor 2 9

Total22 100

Chart 6.2.14 TECHNOLOGY USED BY SERVICE WING

Inference: From the table, It is inferred that an higher percentage of respondents

are saying that the technology used by service wing of Best & Crompton (pumps)

are excellent and an lower percentage of respondents says it is fair.

Table 6.1.15 CUSTOMER SERVICE OF Best & Crompton (PUMPS)


Excellent10 45

Very Good 2 9


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Good 6 28

Fair 4 18

Poor 0 0

Total22 100

Chart 6.2.15 CUSTOMER SERVICE OF Best & Crompton (PUMPS)

Inference: It is inferred that there is a higher percentage (i.e. 45%) of respondents

are saying that the customer service of Best & Crompton(pumps) are excellent.

Table 6.1.16 RECOMMENDING B&C(pumps) TO OTHERS IN

INDUSTRY


Definitely12 55

Probably 2 9


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Not sure 6 27

Probably not 2 9

Definitely not 0 0

Total 22 100

Chart 6.2.16 RECOMMENDING B&C(pumps) TO OTHERS IN INDUSTRY

Inference: It is inferred that a higher percentage (55%) of respondents saying thatthey will definitely recommend B&C (pumps) to others in the industry.

Table 6.1.17 REPURCHASING PRODUCTS AND SERVICES FROM Best

& Crompton (pumps)


Definitely6 28

Probably 4 18

Not sure 8 36

Probably not 4 18


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Definitely not 0 0

Total 22 100

Chart 6.2.17 REPURCHASING PRODUCTS AND SERVICES FROM

Best & Crompton (pumps)

Inference: From the table, It is inferred that a higher percentage of respondents

saying that they will definitely be repurchasing from Best & Crompton (Pumps).

Table 6.1.18 RESPONSIVENESS OF SERVICE WING

Scale No. of. Respondents %

Excellent2 9

Very good 6 28

Good 10 45

Fair 2 9

Poor 2 9

Total 22 100


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Chart 6.2.18 RESPONSIVENESS OF SERVICE WING


respondents who says that the responsiveness of service wing are good.

Table 6.1.19 OVERALL SATISFACTION WITH B&C(pumps)


Excellent 4 18

Very Good 12 54

Good 4 18

Fair 2 10

Poor 0 0

Total 22 100

Chart 6.2.19 QUALITY OF AFTER SALES SERVICE


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Inference: It is inferred that there is a higher percentage of respondents are highlysatisfied with company Best & Crompton (Pumps).

STATISTICAL ANALYSIS

WEIGHTED AVERAGE METHOD

Xw = Xw

N

Xw= symbols for weighted average

W= weight assigned to each observation


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Xw= w1x1+w2x2

N=total number of respondents

w= Highly satisfied + Satisfied + Neutral + Dissatisfied + Highly dissatisfied.

WEIGHTED AVERAGE METHOD 1:

6.3.1.1 QUALITY OF SERVICE WING WHILE COMMISSIONING,TECHNICAL SERVICE, DURING WARRANTY PERIOD, AFTER WARRANTY PERIOD, ACKNOWLEDGEMENT FOR COMPLAINTSAND TIME PERIOD IN ATTENDING COMPLAINTS.

5- EXCELLENT, 4-VERY GOOD, 3-GOOD, 2-FAIR, 1-POOR

Q#. STATEMENTS 5 4 3 2 1 Total Weights

1 QUALITY OF SERVICEWING WHILE

COMMISSIONING

8 8 4 2 - 22 4

2 QUALITY OF SERVICEWING DURING TECHNICALSERVICE

4 12 2 2 2 22 3.6


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3 QUALITY OF SERVICEWING DURING WARRANTYPERIOD

2 8 6 4 2 22 3.2

4 QUALITY OF SERVICEWING AFTER WARRANTYPERIOD

2 6 8 4 2 22 3.0

5 ACKNOWLEDGEMENTFOR COMPLAINTS

6 8 6 2 - 22 3.8

6 TIME PERIOD INATTENDING COMPLAINTS

4 6 4 8 - 22 3.3

WEIGHTED AVERAGE CALCULATIONS:

QUALITY OF SERVICE WING WHILE COMMISSIONING

Xw= Xw

N

Xw= 4x5+4x4+2x3+1x2+0x1

Xw= 4

QUALITY OF SERVICE WING DURING TECHNICAL SERVICE

Xw= Xw

N

Xw= 2x5+6x4+1x3+1x2+1x1

Xw= 3.6

QUALITY OF SERVICE WING DURING WARRANTY PERIOD


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Xw= Xw

N

Xw= 1x5+4x4+3x3+2x2+1x1

Xw= 3.2

QUALITY OF SERVICE WING AFTER WARRANTY PERIOD

Xw= Xw

N

Xw= 1x5+3x4+4x3+2x2+1x1

Xw= 3.0

ACKNOWLEDGEMENT FOR COMPLAINTS

Xw= Xw

N

Xw= 3x5+4x4+3x3+1x2+0x1

Xw= 3.8

TIME PERIOD IN ATTENDING COMPLAINTS

Xw= Xw

N

Xw= 2x5+3x4+2x3+4x2+0x1

Xw= 3.3


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WEIGHTED AVERAGE METHOD 2:

6.3.1.2 QUALITY, PERFORMANCE AND AFTER SALE SERVICE.

5- EXCELLENT, 4-VERY GOOD, 3-GOOD, 2-FAIR, 1-POOR

Q#. STATEMENTS 5 4 3 2 1 Total Weights

7. Technical competence of

engineers

6 10 6 4 2 22 4.5

8. Professionalism 4 6 8 2 2 22 3.4

9. Quality of after sales

service

8 6 6 2 0 22 4.0


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WEIGHTED AVERAGE CALCULATIONS:

Quality

Xw= Xw

N

Xw= 3x5+5x4+3x3+2x2+1x1

Xw= 4.5

Performance

Xw= Xw

N

Xw= 2x5+3x4+4x3+1x2+1x1

Xw=3.4

After sale service

Xw= Xw

N

Xw= 4x5+3x4+3x3+1x2+0x1

Xw= 4.0


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6.3.2.1 COMPARATIVE ANALYSIS OF TIME TAKEN TO RESOLVE THE PROBLEMS ANDREPURCHASING PRODUCTS/SERVICES FROM B&C:

Immediate

Resolution


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Probably

not

- - - 2 2 4

Definitely

not- - - - - 0

Total 10 6 2 2 2 22

7. FINDINGS

36% of the industrial buyers are satisfied with the quality of service wing

while commissioning and some 9% of the respondents said it as fair.

55% of the respondents belongs to the category of opinion to very good for

the quality of service wing while providing technical service to the

customers.

36% of the respondents are of the opinion that the quality of service wing

during warranty period is very good. Some 9% of the respondents says that

the quality of service wing during warranty period can be improved.

39% of respondents have indicated Excellent to quality of service wing after

warranty period, 28% of them have stated Very Good and 36% of them have

indicated Good. Some 9% of respondents felt that the Quality level should

be maintained as per customer expectations.


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28% of the respondents are of the opinion that companys commitment in

getting acknowledgement for complaints are excellent and they are

satisfied.

Quality of service wing while commissioning has received more weightage

among the other variables.

Technical competence of engineers has also got more weightage among

professionalism and quality of after sales service.

Comparative analysis shows that customers whose complaints were satisfied

immediately are willing to repurchase products & services from Best &

Crompton (pumps).

8. SUGGESTIONS

From time to time the regular improvement of the technology is essential. It

improves the quality of the product as well as save the time.

Company should continue the same service with extra care and should

concentrate on after sales service a lot since it satisfies the customers and improves

the loyalty.

Quality level should be maintained as per customer expectations and

customer approach can even be made better. Quality Management team shouldcontinue the same work and even better.

Product attributes should be quality and also Customer services should be

enhanced to the fullermost possible.


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Responsiveness Should be carefully handled and also Professionalism

Should be maintained as a quality one.

We should profitable achieve our business objectives by retaining

current customers and gaining new one by continually meeting and exceeding

their needs and expectation. So, continues customer satisfaction measurement

is essential. It would be able to attract some more loyal customers of the

competitors .

9. CONCLUSION

While the customer loyalty validated in this study, possesses good power for

explaining repurchase intentions and referral behavior. Only partial explanation of

the construct of additional purchase intentions is to be achieved by the company.

The attributes of quality services from the customer perspective are more

clearly known and understood, the service providers will be in a better position to

anticipate clients requirement rather than to react to clients dissatisfactions.

The outcome of the study has proved that the performance of the company is

outstanding in comparison with other competitors in the Marketing Segment and

that the company has a higher reputation among customers


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It is concluded that the company could initiate various steps based on the

suggestions given in this report. The company by adopting some of the

suggestions, if not all, can further improve its performance and occupy a leading

position among other competitors in the market in future years to come.

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