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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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Particulars No. of. Respondents %
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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Particulars No. of. Respondents %
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
Particulars No. of. Respondents %
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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
Particulars No. of. Respondents %
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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
Particulars No. of. Respondents %
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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
Particulars No. of. Respondents %
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:
Inference: From the table, It is inferred that there is a higher percentage of
respondents saying that they are satisfied with the professionalism in dealing with
customers.
Table 6.1.9 QUALITY OF AFTER SALES SERVICE
Particulars No. of. Respondents %
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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:
Particulars No. of. Respondents %
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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
Particulars No. of. Respondents %
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
Particulars No. of. Respondents %
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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
Particulars No. of. Respondents %
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)
Particulars No. of. Respondents %
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
Particulars No. of. Respondents %
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)
Particulars No. of. Respondents %
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
Inference: From the table, It is inferred that there is a higher percentage of
respondents who says that the responsiveness of service wing are good.
Table 6.1.19 OVERALL SATISFACTION WITH B&C(pumps)
Particulars No. of. Respondents %
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.