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A STUDY ON CONSUMER AWARENESS & SATISFACTION OF USING L.C.D T .V IN SURAT CITY A PROJECT REPORT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARDS OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION TO SOUTH GUJARAT UNIVERSITY, SURAT SUBMITTED BY: MANDAVIYA DHAVAL P. T.Y.B.B.A (SEM VI) ROLL NO. 121 UNDER THE GUIDANCE OF PROF. PRATIK PATEL SUBMITTED TO: THE CO ORDINATOR PROF. B.R.C.M COLLEGE OF BUSINESS ADMINISTRATION (SURAT)

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MARCH 2010

DECLARATION

I hereby declare that the winter project report entitled a study on consumer awareness & satisfaction of using LCD TV in Surat city is purely an original work done by me toward the fulfillment of the award of degree of Beholer of Business Administration. Any information taken from different sources has been duly acknowledged. I further declare that the personal data and information received from any respondent during survey has not been shared with any one and is used for academic purpose only.

MANDAVIYA DHAVAL P. T.Y.B.B.A (MARKETING) ROLL NO. 121

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Acknowledgement
I would like to thank B.R.C.M College for B.B.A College of Business Administration for providing me opportunity for Project. It was great pleasure to complete my project in the healthy and co-operative atmosphere of Surat. I enjoyed doing my project under the guidance of wellexperienced, intelligent, hard working and ambitious team of surat different areas mall, dealer, retailer Winter Training. which will be a memory forever. I am greatly indebted to all the management and staff members for the valuable guidance provided by them during my

I wish to express my deep sense of gratitude to my guide without whose valuable co-operation this Project would have been practically incomplete.

I would like to show my genuine appreciation for the support given surat different areas mall, dealer, retailer by and also to the staff of who provide me all the information that I needed time to time in course of my project. MANDAVIYA DHAVAL P. T.Y.B.B.A

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(MARKETING) ROLL NO. 121

Executive Summary
The topic selected by me for the completion of the training and preparing report is titled consumer awareness & satisfaction of using L.C.D T .V in Surat city Firstly, the meaning & importance of LCD TV is explained to brush up mind. Then the whole revolution about the LCD TV is discussed. History of television and also discussed LCD TV history and up to the present developed stage of television industry. And introduced different brand of LCD TV. The objective behind preparing this report is mentioned in brief and the main objective is to study consumer awareness & satisfaction of using L.C.D T .V in Surat city The methodology of my project is based according to (marketing research) the design of my project is descriptive design. Mainly primary data is used for investigation. I have used rating ranking, tick-marked, questions for survey. My size is 100.

Mainly I have used statistical table and graph to present statistical information of data and then graph followed by interpretation and suggestions whenever required.

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Finally, the finding and analysis include the fats that will be invented for conducting the survey. The last phase of project is conclusion and bibliography to overview of my research.

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Index
NO. INTRODUCTION 1
Basic concept about LCD TV, advantages of LCD TV

Topics

Page No.
14 20 33 34 35 36 37 38 39 40 41 42

INDUSTRY PROFILE 2
History, industry detail

THEORETICAL BACKGROUND 3
Customer satisfaction theory related lcd TV

THEORETICAL ASPECTS 4
Objective of study, scope of study, limitation of study

RESEARCH METHODOLOGY: 5
Market research, research design & choice, objective & benefits of study, sample design, limitation of study,

DATA ANALYSIS 6 FINDINGS SUGGESTION CONCLUSION BIBLIOGRAPHY QUESTIONNAIRE

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INTRODUCTION

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BASIC CONDCEPT ABOUT THE LCD T.V Liquid-crystal display televisions (LCD TV) are television sets that use LCD technology to produce images. LCD televisions are thinner and lighter than CRTS of similar display size, and are available in much larger sizes as well. This combination of features made LCDS more practical than CRTS for many roles, and as manufacturing costs fell their eventual dominance of the television market was all but guaranteed. In 2009, LCD televisions surpassed sales of CRT-based televisions worldwide for the first time, and its sales figures relative to other technologies are accelerating. LCD TVS are quickly displacing the only major competitors in the large-screen market, the plasma display panel and rear-projection television. LCDS are, by far, the most widely produced and sold television technology today, pushing all other technologies into niche roles. In spite of the LCD'S many advantages over the CRT technology they displaced, LCDS also have a variety of disadvantages as well. a number of other technologies are vying to enter the large-screen television market by taking advantage of these weaknesses, fed and SED, but none of these have entered widespread production. WHAT IS LIQUID CRYSTAL DISPLAY? LCD is a display device that uses thin, flat sheet made up of liquid crystals and this thin sheet is placed in front of a light source. The molecules of liquid crystal (we can also say, pixels) are twisted in their natural state and allow the light to pass through. However, when certain amount electricity passes through liquid crystals, the molecules get stretched and block the light and the darkening of the pixels depends on the electric current. Pixels are completely darkened when there is no electricity.

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As for colour LCD display, it will have three sub-pixels (green, blue and red) and depending on the pixels that get light, the LCD will produce the final image on the screen. HOW DOES LCD TV WORK? LCD television uses liquid crystals captivated between two polarized, glass sheets and a matrix of TFT (thin-film transistor) transistors that control the electric flow through the crystals. The glass sheet contains thousands of tiny cells or pixels and each one is colored with green or blue or red.

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There is a florescent bulb which sits right behind the glass pixels and illuminates these cells. Each pixel has a TFT transistor next to it that determines how much it should be electrically charged. Less the pixel is electrically charged, more light beams it allows and greater the intensity of respective colour on the LCD screen. Thus, the light beams are either blocked off or shown in different amounts so the combination of all pixels produce the image on the screen. KEY FETURE OF LCD TELEVISION Screen resolution The native or screen resolution determines how much sharp the picture will look on the screen. CRT type TVs work well with standard definition and can show pictures of 330 lines resolution. The screen resolution of LCD TV starts from 720p and higher (1080i and 1080p). This means its higher native resolution ensures that picture looks sharper, more detailed and clearer. LCD Screen and profile Typically, LCD TV screen size varies between 26" and 40" although larger screen sizes are available at expensive price tags. Currently, the largest LCD TV available in commercial market has about 52" screen size and the models will be very few.

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LCD TV is a bit thinner (less than 3" thickness) and also weighs much lesser than plasma TV so it can be hung on the wall. Wide Aspect Ratio LCD TV looks typically rectangular as its screen supports 16:9 aspect ratios, which is the standard screen format of high definition videos. However, home videos and standard TV broadcast still use 4:3 aspect ratio so all LCD TVs are designed to automatically fit 4:3 aspect ratio images to its screen so you see the picture filling the entire screen.

CRT TV with 4:3 Aspect Ratio

LCD TV with 16:9 Aspect Ratio

Digital Sound Surround

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As high-definition TV signals and videos are encoded in Dolby Digital 5.1 surround sound, LCD TV comes with audio connections to connect to home theater speakers so you can recreate theatrical sound effects in your living room.

ADVANTAGES OF LCD TV

LCD TVs have following advantages over the historical CRT television sets: Occupies less space: - LCD TV has a thickness of 3" - 5" and weighs so less that it can be mounted on wall. Even when it is installed using table mount, it occupies much less space in your living room. Elegant design of LCD TV adds beauty to the interior of your room: LCD TV becomes an attractive element of your living room as it looks so modern and sleek. With wall socket, you can mount it on the wall or just place it on the stand. Whichever way, LCD TV is the cynosure of all eyes. LCD TV causes less eyestrain: LCD TV uses advanced video processing technologies so there is no flicker and scanning lines are almost invisible to eyes. LCD picture looks smoother and its brightness does not put so much strain on

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your eyes even when viewed from close distances. You can watch it for fairly longer period. There is no screen glare: - LCD TV screen is not glassy like CRT TV or plasma TV so it does not glare off in ambient conditions. So, LCD TV looks bright even in well-lit rooms.

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INDUSTRY PROFILE
1.1 History
Early efforts High-definition Market takeover Recent research Competing systems

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HISTORY

HISTORY OF TELEVISION
Unlike non-electronic media, television has no simple way of determining the number of viewers who watch a particular show. There are no tickets to count, coupons to clip or unsold magazines to return. And yet the industry's raison d'etre is not to deliver a show to an audience but a market to an advertiser. A network or local station sells (or, more accurately, rents) its audience to clients like a herd of cattle, currently at a cost per thousand (cpm) of about $4 for prime-time fare. How to count the heads became one of the industry's first problems.

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Into the breach stepped the A. C. Nielsen Co. of Chicago, Ill., a marketing research organization that makes 90 percent of its earnings surveying supermarket shelves but has gained its public notoriety from its TV audience survey, the high-sounding National Television Index. From a Census Bureau master list the company picks a secret sample of 1170 TV homes in randomly selected locations. Nowadays each home is outfitted with a tiny electrical device called an audiometer that records, every 30 seconds around the clock, the channels that all TV sets are tuned to. The audiometers are hooked up to special telephone lines that permit Nielsen computers to simply dial in for the viewing information. A ratings number is the percentage of all "Nielsen families" tuned to a particular show-at least all those that are counted during each biweekly rating period, generally far less than 1170. A "share" is the percentage of Nielsen families actually watching TV that is tuned into the show. Generally speaking, no regular prime-time show stays on the air very long with much less than a 30 share in its prime time. For its cooperation each family receives about $25 a year plus compensation for half of its television repair bill. But the real rewards must be psychological the genuine, if anonymous, power that the family has over the country's viewing choices. Qualitative analysis of raw audience data. Throughout most of the history of television, advertisers bought a "bulk" rather than a "select" viewership, the larger the better. Then in the '60s sponsors came increasingly to realize that not every member of the audience was equally valuable to them. No longer were they merely interested in reaching the largest number of people they had to be the right people young families with

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plenty of "disposable income" at their disposal. "Young marrieds," "target audiences" and "purchasing power" became the latest Madison Avenue buzz words, the ideal being that if you could concentrate your advertising on people between the ages of 1849, you were likely to be reaching two parents with, say, three kids or, in more basic terms, rive sets of teeth that needed brushing

Increasingly,

TV

programmers are catering exclusively to the young and the rich. The emphasis on younger and younger target audiences has made some of the most popular primetime fare virtual cartoon shows for post-pubescent. And since the same qualities, which make younger people more receptive to new retail products, make them more receptive to new shows of whatever quality, the cartoons seem to come and go with increasing frequency. In recent years some new shows have been canceled before they even got on the air because they did not have desirable demographic breakdowns in preview tests, while many new series were canceled after only a few showings. Almost every TV writer and producer I talk to complains that this new network policy forces them to reach for immediately recognizable clichs since they do not have the time to develop a character over a period of time.

HISTORY OF LCD TV
1)

Early efforts

Passive matrix LCDs first became common in the 1980s for various portable computer roles. At the time they competed with plasma displays in the same market space. The LCDs had very slow refresh rates that blurred the screen even with scrolling text, but their light weight and low cost were major benefits. Screens using reflective LCDs

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required no internal light source, making them particularly well suited to laptop computers. Refresh rates were far too slow to be useful for television, but at the time there was no pressing need for new television technologies. Resolutions were limited to standard definition, although a number of technologies were pushing displays towards the limits of that standard; Super VHS offered improved color saturation, and DVDs added higher resolutions as well. Even with these advances, screen sizes over 30" were rare as these formats would start to appear blocky at normal seating distances when viewed on larger screens. Projection systems were generally limited to situations where the image had to be viewed by a larger audience. Nevertheless, some experimentation with LCD televisions took place during this period. In 1988, Sharp Corporation introduced the first commercial LCD television, a 14" model. These were offered primarily as boutique items for discerning customers, and were not aimed at the general market. At the same time, plasma displays could easily offer the performance needed to make a high quality display, but suffered from low brightness and very high power consumption. However, a series of advances led to plasma displays outpacing LCDs in performance improvements, starting with Fujitsu's improved construction techniques in 1979, Hitachi's improved phosphors in 1984, and AT&Ts elimination of the black areas between the sub-pixels in the mid-1980s. By the late 1980s, plasma displays were far in advance of LCDs. High-definition It was the slow standardization of high definition television that first produced a market for new television technologies. In particular, the wider 16:9 aspect ratio of the new material was difficult to build using CRTs; ideally a CRT should be perfectly circular in order to best contain its internal vacuum, and as the aspect ratio becomes more rectangular it becomes more difficult to make the tubes. At the same time, the much higher resolutions these new formats offered were lost at smaller screen sizes, so CRTs faced the twin problems of becoming larger and more rectangular at the same time. LCDs of the era were still not able to cope with fast-moving images, especially at higher

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resolutions, and from the mid-1990s the plasma display was the only real offering in the high resolution space. Through the halting introduction of HDTV in the mid-1990s into the early 2000s, plasma displays were the primary high-definition display technology. However, their high cost, both manufacturing and on the street, meant that older technologies like CRTs maintained a footprint in spite of their disadvantages. LCD, however, was widely considered to be unable to scale into the same space, and it was widely believed that the move to high-definition would push it from the market entirely. This situation changed rapidly. Contrary to early optimism, plasma displays never saw the massive economies of scale that were expected, and remained expensive. Meanwhile, LCD technologies like Overdrive started to address their ability to work at television speeds. Initially produced at smaller sizes, fitting into the low-end space that plasmas could not fill, LCDs started to experience the economies of scale that plasmas failed to achieve. By 2004, 32" models were widely available, 42" sets were becoming common, and much larger prototypes were being demonstrated. Market takeover LCD TV for public viewing in a Hong Kong bus Although plasmas continued to hold an arguable picture quality edge over LCDs, and even a price advantage for sets at the critical 42" size and larger, LCD prices started falling rapidly in 2006 while their screen sizes were increasing at a similarly furious rate. By late 2006, several vendors were offering 42" LCDs, albeit at a price premium, encroaching on plasma's only stronghold. More critically, LCDs offer higher resolutions and true 1080p support, while plasmas were stuck at 720p, which made up for the price difference. Predictions that prices for LCDs would drop rapidly through 2007 led to a "wait and see" attitude in the market, and sales of all large-screen televisions stagnated while customers watched to see if this would happen. Plasmas and LCDs reached price parity

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in 2007, at which point the LCD's higher resolution was a winning point for many sales. By late 2007, it was clear that LCDs were going to outsell plasmas during the critical Christmas sales season. This was in spite of the fact that plasmas continued to hold an image quality advantage, but as the president of Chunghwa Picture Tubes noted after shutting down their plasma production line, "Globally, so many companies, so many investments, so many people have been working in this area, on this product. So they can improve so quickly." When the sales figures for the 2007 Christmas season were finally tallied, pundits were surprised to find that LCDs had not only outsold plasma, but also outsold CRTs during the same period. This evolution drove competing large-screen systems from the market almost overnight. Plasma had overtaken rear-projection systems in 2005, and in 2007 the last remaining consumer rear-projection systems were gone. The same was true for CRTs, which lasted only a few months longer; Sony ended sales of their famous Trinitron in most markets in 2007, and shut down the final plant in March 2008. The February 2009 announcement that Pioneer Electronics was ending production of the plasma screens was widely considered the tipping point in that technology's history as well. LCD's dominance in the television market accelerated rapidly. It was the only technology that could scale both up and down in size, covering both the high-end market for large screens in the 40 to 50" class, as well as customers looking to replace their existing smaller CRT sets in the 14 to 30" range. Building across these wide scales quickly pushed the prices down across the board. Current sixth-generation panels by major manufacturers such as Samsung, Sony, LG Display, and the Sharp Corporation have announced larger sized models:

In October 2004, Sharp announced the successful manufacture of a 65" panel. In March 2005, Samsung announced an 82" LCD panel. In August 2006, LG Display Consumer Electronics announced a 100" LCD television

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In January 2007, Sharp displayed a 108" LCD panel under the AQUOS brand name at CES in Las Vegas.

Recent research Some manufacturers are also experimenting with extending color reproduction of LCD televisions. Although current LCD panels are able to deliver all sRGB colors using an appropriate combination of backlight's spectrum and optical filters, manufacturers want to display even more colors. One of the approaches is to use a fourth or even fifth and sixth color in the optical color filter array. Another approach is to use two sets of suitably narrowband backlights (e.g. LEDs), with slightly differing colors, in combination with broadband optical filters in the panel, and alternating backlights each consecutive frame. Fully using the extended color gamut will naturally require an appropriately captured material and some modifications to the distribution channel. Otherwise, the only use of the extra colors would be to let the looker boost the color saturation of the TV picture beyond what was intended by the producer, but avoiding the otherwise unavoidable loss of detail ("burnout") in saturated areas. Competing systems In spite of LCD's current dominance of the television field, there are several other technologies being developed that address its shortcomings. Whereas LCDs produce an image by selectively blocking a backlight, LED, OLEDs, FED and SEDs all produce light directly on the front face of the display. In comparison to LCDs, all of these technologies offer better viewing angles, much higher brightness and contrast ratio (as much as 5,000,000:1), and better color saturation and accuracy, and use less than 1/10 as much power. In theory, they are less complex and less expensive to build. Actually manufacturing these screens has proved more difficult than originally imagined. Sony abandoned their FED project in March 2009, but continue work on their OLED

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sets. Canon continues development of their SED technology, but announced that they will not attempt to introduce sets to market for the foreseeable future. Samsung has been displaying OLED sets at 14.1, 31 and 40 inch sizes for some time, and at the SID 2009 trade show in San Antonio they announced that the 14.1 and 31 inch sets are "production ready".

INDUSTRY DETAIL

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BASIC LCD CONCEPTS

LCD television at home together with Play station 3 and some other equipment LCD televisions produce a colored image by selectively filtering a white light. The light is typically provided by a series of cold cathode fluorescent lamps (CCFLs) at the back of the screen, although some displays use white or colored LEDs instead. Millions of individual LCD shutters arranged in a grid, open and close to allow a metered amount of the white light through. Each shutter is paired with a colored filter to remove all but the red, green or blue (RGB) portion of the light from the original white source. Each shutterfilter pair forms a single sub-pixel. The sub-pixels are so small that when the display is viewed from even a short distance, the individual colors blend together to produce a single spot of color, a pixel. The shade of color is controlled by changing the relative intensity of the light passing through the sub-pixels. Liquid crystals encompass a wide range of (typically) rod-shaped polymers that naturally form into thin layers, as opposed to the more random alignment of a normal liquid. Some of these, the nematic liquid crystals, also show an alignment effect between the layers. The particular direction of the alignment of a nematic liquid crystal can be set by placing it in contact with an alignment layer or director, which is essentially a material with microscopic groves in it. When placed on a director, the layer in contact will align itself with the grooves, and the layers above will subsequently align themselves with the layers below, the bulk material taking on the director's alignment. In the case of an LCD, this effect is utilized by using two directors arranged at right angles and placed close together with the liquid crystal between them. This forces the layers to align themselves in two directions, creating a twisted structure with each layer aligned at a slightly different angle to the ones on either side.

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LCD shutters consist of a stack of three primary elements. On the bottom and top of the shutter are polarizer plates set at (typically) right angles. Normally light cannot travel through a pair of polarizers arranged in this fashion, and the display would be black. The polarizer does also carry the directors to create the twisted structure aligned with the polarizers on either side. As the light flows out of the rear polarizer, it will naturally follow the liquid crystal's twist, exiting the front of the liquid crystal having been rotated through the correct angle that allows it to pass through the front polarizer. LCDs are normally transparent. To turn a shutter off, an electrical voltage is applied across it from front to back. When this happens, the rod-shaped molecules align themselves with the electric field instead of the directors, destroying the twisted structure. The light no longer changes polarization as it flows through the liquid crystal, and can no longer pass through the front polarizer. By controlling the voltage applied across the crystal, the amount of remaining twist can be finely selected. This allows the transparency or opacity of the shutter to be accurately controlled. In order to improve switching time, the cells are placed under pressure, which increases the force to re-align themselves with the directors when the field is turned off. Several other variations and modifications have been used in order to improve performance in certain applications. In-Plane Switching displays (IPS and S-IPS) offer wider viewing angles and better color reproduction, but are more difficult to construct and have slightly slower response times. IPS displays are used primarily for computer monitors. Vertical Alignment (VA, S-PVA and MVA) offer higher contrast ratios and good response times, but suffer from color shifting when viewed from the side. In general, all of these displays work in a similar fashion by controlling the polarization of the light source. Addressing sub-pixels A close-up (300) view of a typical LCD display, clearly showing the sub-pixel structure. The "notch" at the lower left of each sub-pixel is the thin-film transistor. The associated capacitors and addressing lines are located around the shutter, in the dark areas.

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In order to address a single shutter on the display, a series of electrodes is deposited on the plates on either side of the liquid crystal. One side has horizontal stripes that form rows; the other has vertical stripes that form columns. By supplying voltage to one row and one column, a field will be generated at the point where they cross. Since a metal electrode would be opaque, LCDs use electrodes made of a transparent conductor, typically indium tin oxide. Building a display A typical shutter assembly consists of a sandwich of several layers deposited on two thin glass sheets forming the front and back of the display. For smaller display sizes (under 30 inches), the glass sheets can be replaced with plastic. The rear sheet starts with a polarizing film, the glass sheet, the active matrix components and addressing electrodes, and then the director. The front sheet is similar, but lacks the active matrix components, replacing those with the patterned color filters. Using a multi-step construction process, both sheets can be produced on the same assembly line. The liquid crystal is placed between the two sheets in a patterned plastic sheet that divides the liquid into individual shutters and keeps the sheets at a precise distance from each other. The critical step in the manufacturing process is the deposition of the active matrix components. These have a relatively high failure rate, which renders those pixels on the screen "always on". If there are enough broken pixels, the screen has to be discarded. The number of discarded panels has a strong effect on the price of the resulting television sets, and the major downward fall in pricing between 2006 and 2008 was due mostly to improved processes. To produce a complete television, the shutter assembly is combined with control electronics and backlight. The backlight for small sets can be provided by a single lamp using a diffuser or frosted mirror to spread out the light, but for larger displays a single lamp is not bright enough and the rear surface is instead covered with a number of

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separate lamps. Achieving even lighting over the front of an entire display remains a challenge, and bright and dark spots are not uncommon.

IMPORTANT FEATURES In addition to the points made elsewhere in this report, there are lots of things to consider before purchasing an L.C.D TV. Here are some that experts say often get overlooked:

Match TV size to the size of your room. Because HD LCD screens have higher resolutions than older tvs, you can sit closer to them, meaning you can get away with a bigger screen. Even so, 52-inch screens that look great in a showroom may overwhelm a small room.

Shop around for price. In our research, we found big price differences from retailer to retailer, so it pays to look around. Verify that the TV comes with a stand or mounting hardware. Most LCD TVS come with a basic table stand; some stands swivel, but others do not. Wallmounting hardware is rarely included and could cost an additional $100 to $200. .

DIFFERENT BRAND OF LCD TV AND THERE PRICE ARE GIVEN RESPECTIVELY Model:- SONY 42 MODEL:- lg 42 MODEL:- Videocon 42

RS.1,04,990

RS. 1,02,999

RS. 1,00,399

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Model:- Samsung 42

Model:- Panasonic 42

Model:-Sansui 42

RS. 1,02,599 Model:- Toshiba 42

RS. 1,01,999 Model:-onida 42

RS. 99,099 Model:- Philips 42

RS. 95,399

RS.1,00,999

1,05,999

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THEORETICAL BACKGROUND CUSTOMER SATISFACTION THEORY

CUSTOMER SATISFACTION THEORY

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Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations.

Satisfaction is a persons fallings of pleasure or disappointment resulting from comparing a products perceived performance 9or outcome) in relation to his or her expectations. As this definition makes clear, satisfaction is a function of perceived performance and expectation. If the performance falls short of expectations, the customers, the customer is dissatisfied. If the performance matches the expectations, the customers are satisfied. If the performance exceeds expectations, the customers are highly satisfied or delighted. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better comes along. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates an emotional bond with the brand, not just a rational performance. The result is high customer loyalty. Xeroxs senior management believes that a very satisfied or delighted customer is worth 10 times as much to the company as a satisfied customer. A very customer is likely to stay with Xerox many more years and buy more than a satisfied customer will.

Organizations are increasingly interested in retaining existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of

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both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. The usual measures of customer satisfaction involve a survey with a set of statements using a Linkert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured. FIRST WHAT SHOULD BE EXPECT BY THE CUSTOMER WITH L.C.D TV AND RECEIVE SATISFACTION FROM IT 1) What is an LCD TV? An LCD TV is a flat panel television using Liquid Crystal Display technology of the type previously available in mobile phones and computer screens. Now it is commonly used to deliver high quality flat screen TVs. The super slim design and brightness of the LCD models make them a very attractive option for consumers. LCD televisions consist of two layers of glass material which are stuck to each other. One layer contains liquid crystals which filter electric currents. Their ability to block or allow pixilated light creates the images you see on your screen. LCD TVs are flicker free because the LCD has a constant source of light over the whole screen. As well as their superb picture quality and widescreen formats their super thinness also makes them a versatile product for anywhere in your home. Like plasma TVs they can be wall hung or on a desk or stand. Most LCD televisions have built-in digital TV tuners. Their Liquid Crystal Technology means they are not as prone to overheating as Plasma models. 2) Why choose an LCD TV?

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LCD panels are brighter than conventional TVs due to the use of pixels. Superb screen brightness is due to the pixel technology's performance against the fluorescent backlight. LCD panels are constructed in various sizes and shapes to accommodate 16:9 ratios for widescreen displays. Like Plasma TVs they can be wall mounted. These ultra thin TVs maximize the space in your home. Low power consumption means they are more energy efficient than conventional TVs and do not transmit radiation from their screens like conventional TVs. Most LCD televisions already have built-in standard TV tuners and are not as prone to overheating as Plasma TVs and traditional sets. 3) What are the main differences between Plasma and LCD TVs? (Identify)
o o

LCDs are typically more expensive in the classic screen sizes. LCDs have lower contrast ratios than plasmas and struggle more with dark shades. Plasma TVs have in the past had quicker response times. LCD TVs tend to be thicker than plasma TVs for the same price. Plasma TVs are more easily viewable from the side. LCD TVs are immune to overheating and are easier to view in brightly lit rooms. LCDs usually include all the built-in features of a traditional TV.

o o o o

4) What other issues should customer consider when buying a flat screen? Check out the contrast ratio which refers to the brightest and darkest light values a display can produce at the same time. The higher the contrast ratio is the better. The aspect ratio describes the relationship of screen width to screen height. Conventional sets have a 4:3 aspect ratio, whereas most flat screens have wide-screen 16:9 which is what you should look for. The resolution is specified as the number of pixel columns by the number of pixel rows e.g. 1280 by 720. Generally speaking, a display is considered high definition if it is wide

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screen and has a total pixel count approaching 1 million. So 1920 by 1080, 1280 by 720, 1366 by 768, and 1024 by 1024 are all good examples of high-definition displays. Always check the number and type of video inputs which determine which sources you can use with the display. 5) What else should I look for? Displays - Most flat screens look great with HDTV and DVD but check other signals too. Check a variety of images and broadcasts. Black and Grey - Check the screen against a darkly lit old movie. Often a sign of good quality is the ability to broadcast good low light images. Remote Controls - Check you are happy with the remote. Is it too bulky? How easy is it to use? What features does it have? Some have glow in the dark buttons. Settings - Play with the contrast, brightness, colour controls etc. The display in the shop will probably not have the best settings. Check on a variety of channels/images.

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THEORETICAL ASPECT
4.1. OBJECTIVE OF THE STUDY 4.2 4.3 SCOPE OF THE STUDY

LIMITATION OF THE STUDY

OBJECTIVE OF THE STUDY:

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TO MEASURE PEOPLES ATTITUDE TOWARD LCD TV. TO KNOW CRITERIA OF PURCHAGING LCD TV. TO KNOW BRAND AWARNESS OF LCD TV TO GET KNOWLEDGE ABOUT LCD TV. TO KNOW WHICH BRAND OF LCD TV PEOPLE MOST PREFER.

SCOPE OF THE STUDY:

In today, we have to make each and every step with full care because competition hit the market at anytime. So for future growth and surviving in competition. This study is useful to know Attitude level of the people toward L.C.D T.V and its competitors. The customer of L.C.D T.V can also know the attitude level and its competitors.
People attitude level can be known from this study and

find out barriers. Market potentiality can also be judge from this study
Company

can improve the market share through

satisfaction of customer.

LIMITATION OF THE STUDY

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A good report describes and explains the results derived at through the study. As a result, whatever limitation occurs in the study, also creep into the report and become the limitations of the report. In Short, it can be said that a study is as accurate as the limitations of its study. Every project has its own limitations and so did mine. I have listed a few of the limitation of my studies below:

1. The survey was limited only to the physical boundaries of the city of Surat and there by limited in the population studied. 2. The time period of the survey being only two months, it was not possible to conduct a highly in-depth and detailed study, which in turn might affect the findings. 3. Different people have different thought process and different attitudes. As a result, their manner of answering the questions of the study differs. Therefore, the answers received were sometimes good while sometimes they were negative. 4. Due to unavoidable circumstances, the study had to be stopped midway for some time.

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RESEARCH METHODOLOGY
MARKET RESEARCH RESEARCH DESIGN AND CHOICE OBJECTIVES AND BENEFITS OF STUDY SAMPLE DESIGN LIMITATION OF THE STUDY

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5.1 Market Research

Properly conduct of market survey is a required tool for top management in decision making in order to conduct a useful and objective market research. A research methodology only then the studies conduct can be properly elaborated and commented on so I have conduct research and it include some sub-point and first one is market research.

Marketing research is the function which links the consumer, customer and Public to the market through information-information used to identify and define marketing opportunities and problems, generate, refine and evaluate marketing actions, monitor understanding of marketing as a process.

Marketing Research Is The Systematic Design Collection, Analysis And Reporting Of Data And Findings Relevant To A Specific Marketing Situation Facing The Company.

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5.2 Research design and choice

A research design in the specification of methods and procedures for acquiring the needed information it is the over all operational pattern of frame work of the project that stipulates what information is to be collected from which sources by what procedures To achieve objectives of my project study I have selected the exploratory research & also the causal research.

METHOD of DATA COLLECTION:

There are two types of data Primary data: Primary data is the data which is collected by the research at first hand.

Sources To collect primary data the questionnaire system is uses through market survey. Structured non disguised questionnaire is applied in which question are listing in prearranged on paper and where the object of inquiry is revealed to the respondent I have contacted the customer and

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interviewed them by personally & by telephones. The analysis of the collected data through questionnaire is given in the later part of the project. Secondary data Secondary data whether internal or external is the data already collected by others for propose other then solution of the problem at hand Secondary sources are PRE-TESTING A pre- testing is small-scale replica of the main study. It dresses a rehearsal and provides guidance on the following matter. 1. The adequacy of the sampling frame to be followed for the survey. 2. It helps the researcher in selecting the data collection method. 3. It gives prior knowledge about the population to be sampled. 4. The pre0testing helps the researcher in checking the validity of the questionnaire and in redesigning of the same. 5. It also provides training to the researcher for interviewing.

SAMPLING PLAN:
A number of decision & task are including in sampling and it is the procedure required right from defining a population selection of sample element. Define the population: The population id defined in terms of Element, Sampling units, Extent, Time

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Element: -Owner of Maruti four wheeler Sampling unit: -Businessman, Professional, salaried, student. Extent: -Surat city

Sampling Frame
I have taken whole Surat city as sample frame for conducting research. Sampling Method I have used proportionate random sampling to select the respondent from the entire population

I have conducted a pilot survey by interviewing 5 respondents. I am asking about the survey 419 people and finally 100 questionnaire filled up. Select randomly, it is helpful in finalization of the questionnaire and also in knowing standard error or core element. How this survey has became useful to me in deciding the sample size

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5.3 Objectives of Study

Objectives:

FOR GETTING KNOWLEDGE ABOUT L.C.D T.V TO KNOW CRITERIA OF PURCHAGING LCD TV.

5.4 Sample design

In the sampling plan the basic and important question is who is to be survey, it is not possible to ask question to every person in the market. I have conducted my Survey particularly in the Surat city and the survey is related to comparison of Hero-Honda with Bajaj. When research has decided to carry out field survey, it has to be decided whether it is to be census of sample survey. There are two types of sampling method:
A)

Statistical Methods:
In this method there are various categories

Random Sampling Stratified Random Sampling Disproportionate Random Sampling

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Multi-Stage Sampling Area Sampling

B) Non-Statistical Methods: Convenience Sampling Judgment Sampling

Here, I have used Random Sampling to know the competition between Hero-Honda and Bajaj in the market.

5.5 Limitation of the Study

I have done my best in preparing this report, still there some obstacles that some in the way. These limitation sometimes can be overcome but sometime they become unavoidable some of the limitation. Which I faced in preparing this project is as follows:

1. Sometime respondent is not interested in filling up the questionnaires so they

dont provided prevalent information.

2. The overall survey was time consuming & expensive.

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3. The sample may not exactly represent the population as the time period of the
two month formed to be in sufficient and the entire project was to be completed in lots.

DATA ANALYSIS

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1. Do you have L.C.D T.V?

RESPON SE
YES NO TOTAL

RESPONDE NT
100 100

PERCENTA GE
100% 100%

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COMMENT:From the above analysis, it is very clear that most of the respondents are using LCD TV. Out of 100 respondents 100 are using LCD TV

2. Which brand of L.C.D TV do you have?

RESPON SE
LG SAMSUNG SONY VIDEOCON PANASONI C TOSHIBA

RESPONDE NT
30 16 29 14 6 1

PERCENTA GE
30% 16% 29% 14% 6% 1%

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ONIDA SANSUI TOTAL

3 1 100

3% 1% 100%

COMMENT:From this chart we can analyze that out of 100 respondents 30% respondents want to purchase a L.G, while 29% respondents want to purchase a SONY LCD TV, most preferable brand is L.G and lowest like Sansui and Toshiba. 3. Rank the following brand as per your Opinion?

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RESPON SE
LG SONY VIDEOCON SAMSUNG PANASONIC TANASHI ONIDA SANSUI

1
27 42 12 12 7 1 1 1 10 3

2
18 19 19 24 7 8 5 1 10 1

3
17 18 13 25 11 5 5 5 99

4
15 7 18 15 18 13 7 5 98

5
6 6 23 11 19 17 13 7 102

6
5 2 10 10 24 16 16 18 101

7
5 1 3 1 9 20 37 22 98

8
7 5 2 2 5 20 16 41 98

TOTA L
100 100 100 100 100 100 100 100 800

TOTAL

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COM MENT:According to the rating: In average out of 100 respondents, 42% respondents have ranked first to Sony. In Performance of 27% respondents have second ranked LG. While last rank its eight is Sansui 41% of respondent get back to response towards the LCD TV.
4. How much did you spend behind L.C.D T.V?

RESPON SE
2000030000 3000050000 5000100000 MORE THAN 1LAKH TOTAL

RESPONDE NT
29 40 23 8 100

PERCENTAG E
29 40 23 8 100

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COMMENT:From this chart we can analyze that out of total 100 respondents 40 respondents want to spend 30000-50000 behind the LCD TV. 29 respondents want to purchase average 20000-30000 spend behind the LCD TV. So we can say that SURAT citys overall satisfaction towards the cost pay behind LCD TV average is 30000-50000
5. How you came to know about L.C.D T.V?

RESPONSE
ADVERTISEMENT RELATIVE PREFERENCE NEWS PAPER OTHER TOTAL

RESPONDE NT
68 25 7 0 100

PERCENTA GE
68 25 7 0 100

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COMMENT:In this chart it very clearly seen that out of total 100 respondents 68 % respondents have replied that ADVERTISEMENT will be effective towards the LCD TV. Its enhance to recall the brand as per customer retention. 6. Are you satisfied with the sound quality of L.C.D. T.V as compare to Normal T.V sound?

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RESPONSE
YES NO TOTAL

RESPONDE NT
86 14 100

PERCENTA GE
86% 14% 100%

COMMENT:Satisfaction of LCD TV SOUND quality rather than normal TUBE TV its higher than the NORMAL TV out of 100 respondent about 86% satisfied with LCD TVS SOUND quality.

7. What is your overall satisfaction with picture quality of L.C.D T.V?

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RESPONSE
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED SATISFIED TOTAL

RESPONDE NT
47 41 10 1 1 100

PERCENTA GE
47 41 10 1 1 100

COMMENT:From the above analysis we can say that out of 100 respondents 47% respondents are highly satisfied with picture quality of LCD TV and most of the respondents have specified that they want to purchase LCD TV.

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8. Is there any kind of eye injury to you because of L.C.D. T.V?

RESPONSE
YES NO TOTAL

RESPONDE NT
34 66 100

PERCENTA GE
34% 66% 100%

COMMENT:-

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From the above analysis we can say that out of 100 respondents 66% respondents are gave response about the eye infection or we can also say that eye injury not Accor because of LCD TV.

9. What do you think about price of L.C.D. T.V?

RESPONSE
EXPENSIVE INEXPANCIVE VALUE FOR MONEY TOTAL

RESPONDE NT
46 24 30 100

PERCENTA GE
46 24 30 100

COMMENT:-

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From this chart we can analyze that out of 100 respondents 46% respondents say that its expensive. And also 30% respondent says that its value for money whatever price they paid they are satisfied also with it.

10. Are you satisfied with after sales service of L.C.D T.V?

RESPONSE
YES NO TOTAL

RESPONDE NT
79 21 100

PERCENTA GE
79% 21% 100%

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COMMENT:From this chart we can analyze that out of 100 respondents 79% satisfied after sales service of LCD TV and also 21% not satisfied with after sales service of LCD TV.

11. Does the brand ambassador enhance your brand recall?

RESPONSE
YES NO TOTAL

RESPONDE NT
79 21 100

PERCENTA GE
79% 21% 100%

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Comments:
According to past and feature admiration out of total respondents 100 gave opinion about brand and about 79% people via advertisement brand ambassador enhance the brand and more selling LCD TV.
12. Rate L.C.D T.V on the following factor on the scale of (Rank the from 1 to 5). (1= excellent, 5= poor)

RESPONSE
PICTURE QUALITY AFTER SALES SERVICE IMAGE/REPUTATION ECONOMICAL/AFFORDABLE TOTAL

1
63 20 41 29 15

2
17 38 22 25 10

3
6 27 23 19 75

4
7 9 9 16 41

5
7 6 5 11 29

TOTAL
100 100 100 100 400

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Comments:
In this chart we can see that if the respondent wants to purchase a LCD TV because there are some variable factor affects a brand. About 63% of customer purchases LCD TV because of picture quality. And out of 100 respondents gave response about 41% that is image and reputation of brand.
13. Mention your overall satisfaction for your L.C.D TV?

RESPONSE

RESPONDE

PERCENTA

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NT
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED SATISFIED TOTAL 30 60 8 0 2 100

GE
30 60 8 0 2 100

Comments:
According to total respondents 100 respondents said that they are just satisfied about 60% not highly satisfied and 30% of respondents are highly satisfied with LCD TV.

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FINDINGS AND SUGGETIONS

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FINDINGS
The market share of LCD TV is 67.51% of total TV Usage in Surat City. There is still 32.49% is in hands of other market challengers.

60.75% of respondents are using LCD TV. Most of user wanted to like either Sony or LG LCD TV. Most of people spend rupees 30000-50000 behind the LCD TV. They are come to know about advertisements about LCD TV. The attributes the picture quality of LCD TV attracts to buy LCD TV. Respondents having full (100%) trust on different LCD TV products. Most of respondents are using 26 LCD TV Price factor also affect to satisfaction level of reduce LCD TV. Most of respondents like to purchase retailer or nearer dealer place.

Mostly people purchase the LCD TV during festival time like diwali, holi, makarsakranti.etc. After all, Surat city peoples overall satisfaction is satisfied. It s easy to more attraction because of LCD TV rather than picture tube televisions. It easy to operate says some businessmen also.

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SUGGESTION
Most of the Respondents use LCD TV because of trust in SONY brand so, SONY should maintain its high Quality so that they will enjoy better future & also consumer can enjoy it.

More over SONY and LG should expand its aria to various newly developed areas like Udhana, Anand Mahal Road, Ring Road, Ghoddod Road etc. to increase market share.

There are some people who has belief that SONY and LG is impure that is the reason why they are not using it. SONY and LG should break their belief to increase the customer.

Most of respondents like the Freshness thickness in the Milk so SONY and LG should pitch on the attributes of Freshness & Thickness.

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Bibliograph y

Books:
1. Name: Author: 2. Name: Author: Marketing Management Philip Kotler (12th+13TH edition) Research Methodology G. C. Berry

Websites:
WWW.LCDTV.COM

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ANNEXURE:-

QUESTIONNAIRE

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TOPIC: A study on Consumer awareness & Satisfaction of using L.C.D T .V in Surat city
PERSONAL INFORMATION

Name: _______________________________________________________ Address: ___________________________________________________ Phone no.: ________________ Age: ______years

Education qualification: ______________________ Occupation: _____________________ Signature _____________________

1.

Do you have L.C.D T.V?

YES
2.

NO

Which brand of L.C.D TV do you have?

LG Sony

Samsung Panasonic

Onida Sansui

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Videocon IF Other

Toshiba

Other

Please specify

3.

Rank the following brand as per your Opinion?

LG Sony Videocon Samsung Panasonic Toshiba Onida Sansui

4.

How much did you spend behind L.C.D T.V? 20000-30000 50000-100000 30000-50000 More than 100000

5.

How you came to know about L.C.D T.V?

Advertisement News paper

Relative Preference other way

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If other way Please specify

6. Are you satisfied with the sound quality of L.C.D. T.V as compare to Normal T.V Sounds?

Yes
7.

No

What is your overall satisfaction with picture quality of L.C.D T.V?

Highly satisfied

Satisfied

Neutral

Dissatisfied Highly dissatisfied

8.

Is there any kind of eye injury to you because of L.C.D. T.V? Yes No

9.

What do you think about price of L.C.D. T.V? Expensive Inexpensive Value for money

10.

Are you satisfied with after sales service of L.C.D T.V?

Yes

No

11.

Does the brand ambassador enhance your brand recall?

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Yes

No

12.

Rate L.C.D T.V on the following factor on the scale of ( Rank the from 1 to 5 ). (1=

excellent, 5= poor) VARIABLE Picture quality After sales service Image/Reputation Economical/Affordable 1 2 3 4 5

13.

Mention your overall satisfaction for your L.C.D TV?

Highly satisfied

Satisfied

Neutral

Dissatisfied Highly dissatisfied