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INTRODUCTION

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INTRODUCTION
Most companies pay more attention to their market share than to their customers satisfaction. This is a mistake. Market share is a backward-looking metric; customer satisfaction is a forward-looking metric. If customer satisfaction starts slipping, then market share erosion will soon follow. Companies need to monitor and improve the level of customer satisfaction. The higher the customer satisfaction, the higher the retention. Here are four facts: 1. Acquiring new customers can cost 5 to 10 times more than the costs involved in satisfying and retaining current customers. 2. The average company loses between 10 and 30% of its customers each year. 3. A 5% reduction in the customer defection rate can increase profits by 25 to 85%, depending on the industry. 4. The customer profit rate tends to increase over the life of the retained customer. One company bragged that 80% of its customers are satisfied or highly satisfied. This sounded pretty good until it learned that its leading competitor attained a 90% customer satisfaction score. The company was further dismayed to learn that this competitor was aiming for a 95% satisfaction score. Companies that achieve a high satisfaction score should advertise it. J. D. Powers gave the Honda Accord the number one rating in customer satisfaction for several years, and this helped sell more Accords. LG achieved the highest satisfaction ratings for its LED TVs service and advertised this in its ads, giving prospects confidence that they could trust ordering a LG LED TVs sight unseen from LG. The importance of aiming for high customer satisfaction is underscored in company ads. Honda says: One reason our customers are so satisfied is that we arent. Cigna advertises, Well never be 100% satisfied until you are, too. But dont make too big a claim. Holiday Inns ran a campaign a few years ago that promised No Surprises. Guest complaints were so high that the slogan No Surprises was mocked, and Holiday Inn quickly canceled this slogan. Customer satisfaction is a necessary but not sufficient goal. Customer satisfaction only weakly predicts customer retention in highly competitive markets. Companies regularly lose some percentage of their satisfied customers. Companies need to focus on customer retention. But even retention can be misleading, as when it is based on habit or an absence of alternative suppliers. A company needs to aim for a high level of customer loyalty or commitment. Loyal packaged-goods customers, for example, generally pay seven to 10% more than nonloyal customers.

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COMPANY PROFILE

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COMPANY PROFILE
LG Electronics is a South Korean multinational electronics company headquartered in Yeouidodong, Seoul, and a member of the LG Group. The company operates its business through five divisions: Mobile Communications, Home Entertainment, Home Appliances, Air Conditioning, and Energy Solutions. It is the world's second-largest television manufacturer (after Samsung and Hitachi), and the world's fifth-largest mobile phone maker by unit sales in the second quarter of 2012. LG Corporation: LG Corp. founder Koo In-Hwoi established Lak-Hui Chemical Industrial Corp. in 1947. In 1952, LakHui (pronounced "Lucky", currently LG Chem) became the first Korean company to enter the plastic industry. As the company expanded its plastic business, it established GoldStar Co. Ltd. (currently LG Electronics Inc.) in 1958. Both companies Lucky and GoldStar merged and formed Lucky-Goldstar. GoldStar produced South Korea's first radio. Many consumer electronics were sold under the brand name GoldStar, while some other household products (not available outside South Korea) were sold under the brand name of Lucky. The Lucky brand was famous for hygiene products such as soaps and HiTi laundry detergents, but the brand was mostly associated with its Lucky and Perioetoothpaste. Even today, LG continues to manufacture some of these products for the South Korean market, such as laundry detergent. In 1995, to compete better in the Western market, the Lucky-Goldstar Corporation was renamed "LG". The company also associates the letters LG with the company's tagline "Life's Good", which is actually a backronym. Since 2009, LG has owned the domain name LG.com. In 1996 LG formed a joint venture with IBM; it was later terminated. On 1 April 2000, LG Chemical was split into three separate companies, namely LGCI, LG Chem, and LG Household & Health Care. Later, in July 2007, LG Chem merged with LG Petrochemical. Since 2001, LG has two joint ventures with Royal Philips Electronics: LG Philips Display and LG Philips LCD, but Philips sold off its shares in late 2008.[6] In 2005, LG entered into a joint venture with Nortel Networks, creating LG-Nortel Co. Ltd. On November 30th 2012, comScore released a report of the October 2012 U.S. Mobile Subscriber Market Share that found LG lost its place as second in the U.S mobile market share to Apple Inc. On 20 January 2013, Counterpoint Research announced that LG has overtaken Apple to become second largest in US. market share. On August 7th 2013, comScore released a report of the June 2013 U.S. Smartphone Subscriber Market Share that found LG fell to fifth place in the U.S mobile market share. LG has owned the LG Twins baseball club in Seoul, South Korea, since 1989. The company logo of LG features a circle containing the letters "L" and "G", presented in the form of a smiling human face. History of LG Electronics The company was originally established in 1958 as GoldStar, producing radios, TVs, refrigerators, washing machines, and air conditioners.[4] The company has received some technical supports from Hitachi for many years, so it has a deep relation with Hitachi. The LG Group was formed through the merger of two Korean companies, Lucky and GoldStar, from which the abbreviation of LG was derived. The current "Life's Good"

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slogan is a backronym. Before the corporate name change to LG, household products were sold under the brand name of Lucky, while electronic products were sold under the brand name of GoldStar . In January 2009 LG was able to buy the domain name LG.com, for a price reportedly to be more than $100 million, placing it among the companies who own their two letter brand's domain name. In 1994, GoldStar gained sponsorship from The 3DO Company to make the first 3DO Interactive Multiplayer. In 1995, GoldStar was renamed LG Electronics, and acquired the US electronics company Zenith. LG Solar Energy is a subsidiary formed in 2007 to allow LG Chem to supply polysilicon to LG Electronics for production of solar cells. In 2008, LG took its first dive into the solar panelmanufacturing pool, as it announced a preliminary deal to form a joint venture with Conergy. Under the deal, set to be completed by year's end, LG would acquire a 75 percent stake in Conergy's Frankfurt solar-panel plant.[5] LG has produced camcorders called ARTCAM and DSLRs.[6] By 2005, LG was a Top 100 global brand, and in 2006, LG recorded a brand growth of 14%. Its display manufacturing affiliate, LG Display, is now the world's largest plasma panel manufacturer. On December 5, 2012, the antitrust regulators of European Union fined LG Electronics and several other major companies for fixing prices of TV cathode-ray tubes in two cartels lasting nearly a decade

PRODUCT RANGE AND OPERATIONS OF LG

PRODUCTS RANGE Computer monitors Televisions Tablets DVD players Home Cinema systems Laptops Refrigerators Vacuum cleaners OPERATIONS The Home Entertainment division Flat offers Plasma TVs, LCD TVs, PDP Flash memory Smartphones Mobile phones Blu-ray players Movie projectors CD and DVD drives Washing machines Air conditioners

Modules, OLED Panels, USB Memory,

Panel Computer

Monitors, Home

Theater Systems, Blu-ray Discplayers, DVD Recorders, Super Multi DVD Rewriters, CDRW, Notebook PCs, Desktop PCs, MP3 Players. The Home Entertainment division merged with the Business Solutions Division in October 2010.

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Mobile Communications division The Mobile Communications division provides mobile communication terminals, personal computers and communication devices. LG mobile devices are made for CDMA networks worldwide. LG phones are available also in unlocked versions that can be used on any GSM and network worldwide.[11] LG sold 116.7 million mobile phones in 2010, corresponding to a market share of 8.4%.[12] Home Appliances division The Home Appliances division manufactures refrigerators, washing machines, stoves, microwave ovens, vacuum cleaners, compressors, and motors. Its 2007 sales totaled KRW 11.8 trillion, accounting for 29% of the company's total revenue. The division's profit was KRW 717.1 billion. About 35% of the company's home appliance revenue comes from the North American market.[13] Air Conditioning & Energy Solutions division[edit] The Air Conditioning & Energy Solutions division makes air conditioners and LED lighting.

AWARDS AND RECOGNITIONS

ASIA Year Received 2008. 04. 2008. 10. Awards & Recognition The Vietnam Labor Medal Organizer Government of Vietnam

Selected as the Most admired Multi4Ps(Indian Magazine), India National Company in India Brands of Year Award 2008 Investment Award 2008 (Selected as the top foreign enterprise) Standards & Quality Control Authority, Pakistan Government of Indonesia

2008. 12.

2008. 12.

2009. 01.

Presidential Award for the Best Design in Government of Indonesia Indonesia LG air-conditioners were selected as the Australia Consumer Association Best But Product in Australia

2009. 10.

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EUROPE Year Received 2008. 06. Awards & Recognition if Design categories) Award 2008 (11 Organizer

International Forum Design, Germany

2008. 06.

2008 Red dot Design Award (11 Design Zentrum Nordrhein Westfalen, Categories) Germany Selected as the best mobile handset Mobile News, and IT journal of maker in 2009 at the Mobile England News Awards European Imaging and Sound European Imaging Association Awards(4 Categories) Association and Sound

2009. 03.

2009. 08.

2009. 09.

BearingPoint (consulting firm), Customer Innovation Award at the L'Expansion (economic journal of 2009 Innovation Management France), Ecole des Ponts Paris Awards Tech, and TNS Sofre(market research firm) KOREA

Year Awards & Recognition Received

Organizer

Ministry of Environment/ Ministry of Energy Winner Award Knowledge and Economy/ 2008. 07. (Grand Prize and the Minister of Korean Energy Management Knowledge and Economy Prize) Corporation/ Consumers Korea 2008. 10. CDP Woorim Award The Korean Committee of Carbon Disclosure Project (CDP)

Changwon1 plant, awarded the top prize 2008. 11. in waste minimization Ministry of Environment, Korea (President's Commendation) Selected as the top training organization for a consortium of 2008. 12. Ministry of Labor small and medium-sized businesses(2 years in a row) Selected as a company The Korean Committee for UNISEF/ 2008. 12. that encourages breast-feeding in the Ministry of Gender Equality, Korea workplace

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2009. 08.

Korean Sustainability Index (Leader in Korean Standards Assoication Electronics Sector) DJSI Korea (Sector leader in the leisure Dow Jones Indexes/ SAM/ Korea goods industry) Productivity Center Top domestic company for response to The Korean Committee of Carbon climate change Disclosure Project (CDP) Presidential Innovation Award for Korea IT Korea's Ministry Economy of Knowledge

2009. 10.

2009. 10.

2009. 11.

CHINA Year Received 2008. 07. Awards & Recognition Red Cross Society of China Model Organizer The Red Cross Society, China

2008. 11.

Social Contribution Prize at the 2008 Competitiveness Forum for China business journal, China Chinese Companies Selected as a digital TV partner with CCTV in China China's CCTV LG Call Center in China was selected as QQ.COM, a portal site in China the best service provider Selected as the best 3G mobile handset CCID, an IT research firm in China maker in China State Intellectual Property Office of P.R. China, Most Promising Award at the 2009 China National Science and Innovation Design Ceremony Technology, and China People's Government of Jiangsu Province, China Valuable Company Award of the Year China Annual in China Assembly Management

2009. 04.

2009. 04.

2009. 05.

2009. 11.

2009. 12.

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LG INDIA
LG Electronics India Pvt. Ltd., a wholly owned subsidiary of LG Electronics, South Korea was established in January 1997 after clearance from the Foreign Investment Promotion Board (FIPB). LG set up a state-of-the art manufacturing facility at Greater Noida, near Delhi, in 1998, with an investment of Rs 500 Crores. LG corporate office is located at Plot no.51, Udyog Vihar, Kasna, Road, Greater Noida, India. This facility manufactured Color Televisions, Washing Machines, Air-

Conditioners and Microwave Ovens. ''Company is setting up a chain of exclusive premium showrooms. LG plans to launch 60 premium Brand Shoppes by the end of the first quarter of this year. At present, LG has a total of 83 LG stores across the country, of which 45 are shoppes and 38 are exclusive stores. Brand shoppes will be placed in the premium segment and the target audience will comprise buyers interested in premium and high end products. LG Brand Shoppe goes beyond the concept of a normal exclusive store by having a more interactive environment and additional lifestyle orientation on display so that the customer can actually experience the LG products in his or her own home settings. LG Electronics India Ltd (LGEIL), consumer durables leader with 27% market share, is planning a brand new image. To attract inspirational and young consumers across India, company will roll out a new marketing strategy. The exercise will cost the company Rs 360 crore. LG Electronics India is the fastest growing company in the consumer electronics, home appliances, and computer peripherals industry today. LG Electronics is continually providing, superior technology products & value for money to more than 50 lakh households in India. LGEIL is celebrating the 11th anniversary this year. LG Soft India the innovation wing of LG Electronics in Bangalore is LG Electronics' largest R&D centre outside Korea. We at LGSI focus on niche technology areas such as mobile application development, digital video broadcast and biometrics software and support LG Electronics with our expertise. Motivated by a passion for technology, a strong work culture and loyalty to the organization, we are determined to see LG become one of the top three brands globally. Prominent consumer electronic company, LG Electronics Inc. has said that it expects the sale of its products in India to up by 15 per cent in 2008. Moon Bum Shin, managing director of LG Electronics India has said that the company has earmarked 4.8 billion rupees for investment purpose in India this year. The said money will be used to market as well as

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manufacture new products. LG Electronics, which is originally a South Korean Company with branch in India, informed that its sales of GSM mobile phones, color televisions, air conditioners and other household goods in the Indian market was to the tune of 95 billion rupees ($2.4 billion) in 2007. As per Shin's estimate, the sales in 2008 would be around 110 billion rupees. In order to achieve its target, Shin said LG Electronics will concentrate on catering to the high-end consumer market which will help boost sales this year. India churns out six (6) per cent of LG Electronics global revenues of $42 billion. The Indian branch of LG exports to 40 countries. LG WAY "Jeong-do Management" ? is LG's unique application of ethics. LG will succeed through fair management practices and constantly developing our business skills.

VISION OF LG INDIA PVT.LTD. LG Electronics is pursuing the vision of becoming a true global digital leader, attracting customers worldwide through its innovative products and design. The companys goal is to rank among the top 3 consumer electronics and telecommunications companies in the world by 2010. To achieve this, we have embraced the idea of Great Company, Great People, recognizing that only great people can create a great company.

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PRODUCT PROFILE

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PRODUCT PROFILE
Introduction to LED TVs: A flat panel LCD TV set that uses LEDs (light emitting diodes) for its backlight source rather than the traditional cold cathode fluorescent lamps (see CCFL). Smaller, more power efficient and having a greater optical range than the fluorescents, LEDs produce deeper blacks and more saturated color. Sony was the first to sell an LED TV in 2005. Although the TV is really an LCD, and the LEDs are secondary components, the industry calls them LED TVs to avoid more drawn-out monikers such as "LED backlit TV" or "LEDbased LCD TV." White or RGB White LEDs are less costly, while red, green and blue (RGB) LEDs provide a richer color gamut. Full Array, Edge Lit or Direct Lit There are three LED TV backlighting architectures. The full array covers the entire back of the screen with LEDs. It provides uniform light across the screen that is selectively dimmed based on the content of the frame at every instant. Although the case is thicker than edge-lit designs, the full array provides the better details in shadows and better contrast and black levels. Edge-lit LED TVs beam light to the back of the screen from the sides and allow for ultra-thin cases. Although some designs provide selective dimming, they are not as effective as the full array. In addition, they have a tendency to be brighter at the edges than at the center. The direct-lit method uses LEDs in a sparse array across the back and is the least expensive of the three methods. Since the LEDs are farther away from the screen to allow each light to spread to more pixels, direct-lit TVs are as thick as the older CCFL fluorescent lamp LCD TVs. See LED, LCD, flat panel TV and Dolby HDR. Because LEDs can be switched on and off faster than CCFLs and can offer a higher light output, it is theoretically possible to offer very high contrast ratios. They can produce deep blacks (LEDs off) and high brightness (LEDs on). However, measurements made from pure-black and pure-white outputs are complicated by the fact that edge-LED lighting does not allow these outputs to be reproduced simultaneously on screen. In September 2009 Nanoco Group announced a joint development agreement with a major Japanese electronics company, under which it will design and develop quantum dots for LED backlights in LCDs. Quantum dots are useful in displays, because they emit

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light in specific, normal distributions. This can result in a display that more accurately renders colors in the visible spectrum. Other companies are also developing quantum dots for displays: Nanosys, 3M, QD Vision of Lexington, Massachusetts and LG Display of South Korea Introduction LG LED TVs: Presenting LG LED TV with advanced features to change your TV viewing experience forever. Designed for Indian it weather delivers

conditions,

exceptional picture quality and sound. like USB Packed Robust with IPS

features Panel,

Connectivity, Protection,

Lightening

Summer Heat Protection & Humid Protection, it also saves power up to 60%. IPS Panel: The secret behind LG TVs life-like color and wide viewing angle is the panel. Just as the quality of the beans determines the quality of the coffee, the quality of the panel determines the quality of the TV. The IPS Panel used by LG is the reason why LG LED TVs have clearer, more consistent and sturdy screens. Life-like Color: IPS offers a color impression that is most identical to that of the original image. The colors are truly closest to nature and most comfortable for the eyes. Wide Viewing Angle: Among LCD panels, it is visibly clear that IPS shows the most consistent color and contrast from all angles. Free from color wash and contrast loss, it is the ideal panel for all purposes. Blur-free Clarity: IPS is decidedly superior to the competing panels in the clarity of its pictures during fast motion display, allowing blur-free, crystal-clear pictures. Stable Screen: IPS panels are stable and sturdy, and resistant to damage, as opposed to weak competing panels; just try a simple knock or poke at the screens to see for you. All Round Protection: LG TVs are equipped with All round protection with a Robust IPS Panel, Lightening Protection, Summer Heat Protection, Humidity Protection & Works without Stabilizer.

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Robust IPS Panels (In Select models): LG TVs come with IPS Panel that is known for its Robust and Sturdy design. These panels are more resistant to high temperature and pressure as compare to conventional VA panels. Works without stabilizer: LG TVs Can safely operate in wide range power supply conditions (100~240V AC, 50~60Hz). Lightening Protection: LG TVs come equipped with 500V Cap, Fuse, Arrestor, Hermiston and Isolator for protection against unexpected lightening surge. Summer Heat & Humidity Protection LG TV are designed and tested thoroughly to safely operate in Indian Tropical conditions Smart Energy Saving: The Smart Energy Saving feature helps users to be a little greener by limiting power consumption. The feature includes backlight control for adjusting brightness, a screen-off function that turns the picture off for playing audio-only, and the Standby Mode Zero function which allows the TV to effectively hibernate, using zero electricity. MCI 100: Motion Clarity Index, the maximum number of response signals per second, is a comprehensive indicator of the genuine clarity of fast motion display, incorporating factors beyond mere frame rates. LGs detailed backlight scanning, advanced panel technology and powerful engine all add to a superb performance in reducing blur in fast-moving pictures. USB Movie: Simply connect your USB or external hard drive to the USB port to play its contents on your TV screen.

THX Certification:
First lets start with what THX is. Youve probably been in a movie theater when, suddenly, a huge THX logo appeared on the screenaccompanied by a sound that raised the hairs on the back of your neck. Well, just as THX has always been synonymous with amazing cinematic sound, it now also represents the benchmark for image quality in HDTVs. Achieving THX Certification is no easy task. Before the TV even hits the shelves, THX conducts 200 tests covering over 400 data points. The cinematic experts at THX analyze every aspect of a TVs picture quality including brightness, contrast, color accuracy and off-angle viewing performance. Based on their findings, we further enhance the image quality until it meets THX standards. Only then can the TV bear the mark of THX Certification.

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LG LED TVs Price and Configuration

LS3400-series LED TVs (Credit: LG) Though these LED-backlit panels have only one HDMI input and a low MCI 100Hz rating, they stand out with a digital TV tuner and unobtrusive touch controls. LG has also added Imaging Science Foundation Certificated

Calibration Configuration (ISFccc) support, but this is unlikely to be an important feature for such low-cost displays. It should be noted that the larger 42LS3400 offers a higher full-HD screen resolution compared with the 32LS3400's HD-ready panel.

Model Screen size Resolution Connectivity options Miscellaneous Price Quick summary

32LS3400 32 inches 1,366 x 768 (HD-ready) 1 HDMI; 1 USB

42LS3400 42 inches 1,920 x 1,080 (full-HD)

Digital tuner; touch controls; ISFccc Rs.22,016 Rs.33,344

With limited connectivity options, these affordable LED panels will cater nicely to those planning to use them to view TV broadcasts.

LS3500-series LED TVs

(Credit: LG) The curvier 32LS3500 utilizes an LEDedgelit panel that provides a more compact design, as well as a marginal reduction in power consumption. Additionally, the TV bezel has what appears to be a brushed-metal finish. Otherwise, this model actually shares

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many common features with the LS3400-series. Model Screen size Resolution Connectivity options Miscellaneous Price Quick summary Compared with the 32LS3400, this model delivers a sleeker design and marginal power savings, though it comes with a slight price premium. 32LS3500 32 inches HD-ready 1 HDMI; 1 USB Digital tuner; touch controls; ISFccc Rs. 28224

LS4600-series LED TVs

(Credit: LG) One step up from LS3500-series is the LS4600 LED TVs which offer a full-HD resolution and better connectivity. The panels in this series feature three HDMI inputs, an optical audio output and an Ethernet port. The wired-networking socket enables media file streaming from DLNA-compatible devices such as a PC and a network-attached storage (NAS). Aesthetically, these panels are also more stylish, thanks to a slim bezel and a trapezoidal-shaped stand. Model Screen size Resolution Connectivity options Miscellaneous Price Quick summary With a full-HD resolution and more HDMI inputs, the LS4600 LED-edgelit TVs will be more than adequate to handle Blu-ray movies and other HD content. 32LS4600 32 inches Full-HD 3 HDMI; 1 USB DLNA; Ethernet; digital tuner Rs. 35904 Rs. 46,208 42LS4600 42 inches

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LS5700-series LED TVs

(Credit: LG) These flagship LG 2D TVs are set apart by their 25 percent higher contrast and an enhanced MCI 200Hz performance. More importantly, they boast smart TV capabilities and the following advanced features:

WiDi to wirelessly display images from selected Intel laptops

Wi-Fi Screen Share to stream videos from the TV to mobile devices Digital video recording via external USB hard drive Skype through an optional USB camera

Supporting these functions is a strong connectivity suite, which includes Wi-Fi via an optional USB dongle. However, the cheabol's Magic Remote is not bundled with the TV. Model Screen size Resolution Connectivity options Miscellaneous Price Quick summary The two major propositions for these flagship 2D TVs are their higher picture quality and onboard smart TV functions. 32LS5700 32 inches Full-HD 4 HDMI; 3 USB; Wi-Fi-ready WiDi; Smart TV; DLNA Rs. 46,208 Rs. 61,632 Rs. 82,112 Rs. 1.33,632 42LS5700 42 inches 47LS5700 47 inches 55LS5700 55 inches

LM6200-series 3D LED TVs (Credit: LG) You can enjoy bright and flicker-free 3D movies using lightweight passive 3D glasses with the affordable LM6200-series 3D TVs. Four pairs of goggles are shipped together with these panels, which are touted to offer 60 percent improvement in contrast ratio and a faster MCI 400Hz motion reproduction.

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LG has given the entire series a stylish brushed-metal bezel, too. This includes the 65LM6200, which is the largest 3D display in its 2012 lineup. Model Screen size Resolution Connectivity options Miscellaneous Price Quick summary These are the most affordable 3D TVs from LG. Yet, they are surprisingly well-equipped with most of the extras found on their pricier siblings. 42LM6200 42 inches Full-HD 4 HDMI; 3 USB; Wi-Fi-ready MCI 400Hz; Smart TV; DLNA Rs.77,056 97,600 Rs. 1,49,096 Rs.2,82,725 47LM6200 47 inches 55LM6200 55 inches 65LM6200 65 inches

LM6410-series 3D LED TVs

(Credit: LG) These TVs are largely similar with their LM6200 counterparts but sport in terms of

specifications,

better-looking

Cinema Screen design. With a bezel that measures a mere 10.5mm thin, the LM6410 panels exude an alluring "frameless" look that resembles an edge-to-edge screen. Another major distinction is the onboard Wi-Fi connectivity, which helps cut down cable clutter and frees the USB ports for other accessories such as a Skype camera. Model Screen size Resolution Connectivity options Miscellaneous Price Quick summary Easy on the eyes, the LM6410 series offers both a svelte TV design and 3D-compatibilty for a slight price premium. 42LM6410 42 inches Full-HD 4 HDMI; 3 USB; Wi-Fi Cinema Screen design; Smart TV; DLNA Rs. 82,176 Rs. 1,07,904 Rs.1,59,296 47LM6410 47 inches 55LM6410 55 inches

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LM6690-series 3D LED TVs (Credit: LG) LG has added local dimming to enhance the blacklevel performance for these LED-edgelit TVs. A Magic Remote is also included out-of-the-box. However, we prefer the LM6410's ribbon stand over the trapezoidal version bundled with this model. Model Screen size Resolution Connectivity options Miscellaneous Price Quick summary The LM6690 3D TVs are bundled with LG's Magic Remote and are capable of producing deeper blacks compared with the more affordable LM6410 panels. 42LM6690 42 inches Full-HD 4 HDMI; 3 USB; Wi-Fi Magic Remote; Smart TV; DLNA Rs.92,480 Rs.1,43,872 47LM6690 47 inches

Other Series:
LED-LCD/LCD SERIES LG LD / LK Series The LG LK Series of HDTVs are entry-level models with LCD screens and CCFL backlighting. Most of the sets have 1080p resolution, but there are some 720p sets scattered throughout the bunch. LG LV Series The LV Series from LG are mainstream models with LED-LCD screens and LED backlighting. These sets are mostly equipped with 1080p resolution and some have access to streaming content, in the form of LG Smart TV. LG LW Series LG's high-end LW Series are 1080p LED-LCD sets with LED Plus Local Dimming. Some sets are capable of passive 3D-playback while the top end features active 3D viewing. All models have access to streaming content, a magic motion remote is provided to improve navigation of LG's Smart TV service.

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THEORITICAL BACGROUND OF CUSTOMER SATISFACTION

Definitions:
According to Philip Kotler, satisfaction is a persons feelings of pressure or disappointment resulting from products perceived performance (outcome) in relation to his or her expectations. Customer satisfaction is the level of a persons felt state resulting from comparing a products perceived performance (outcome) in relation to the persons expectations.

Introduction:
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. "Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. . . . These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-ofmouth marketing, which is both free and highly effective." Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction. "In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for

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example, might receive a lower satisfaction rating than a budget motel even though its facilities and service would be deemed superior in 'absolute' terms." The importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, skin care providers, such as Fair & Lovely and Garnier, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many skin care products have a lot of fine print with provisions that they would never get away if there were, say, a hundred skin care products providers, because customer satisfaction would be far too low, and customers would easily have the option of leaving for a better contract offer. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

Purpose of Customer Satisfaction:

"Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty." "Customer satisfaction data are among the most of frequently market

collected

indicators

perceptions. Their principal use is twofold:" 1. "Within collection, organizations, analysis the and

dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the companys goods and services." 2. "Although sales or market share can indicate how well a firm is performing currently, satisfaction is perhaps the best indicator of how likely it is that the firms customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes." On a fivepoint scale, "individuals who rate their satisfaction level as '5' are likely to become return customers and might even evangelize for the firm. (A second important metric related to satisfaction is willingness to recommend. This metric is defined as "The

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percentage of surveyed customers who indicate that they would recommend a brand to friends." When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.) "Individuals who rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective customers. Willingness to recommend is a key metric relating to customer satisfaction." Measuring Expectations In building a customer satisfaction survey, it is also helpful to consider reasons why pre-purchase expectations or post-purchase satisfaction may not be fulfilled or even measurable. Expectations may not reflect unanticipated service attributes. Expectations may have been quite vague, creating wide latitudes of acceptability in performance and expected satisfaction. Expectation and product performance evaluations may be sensory and not cognitive, as in taste, style or image. The product use may attract so little attention as to produce no conscious affect or cognition (evaluation) and result in meaningless satisfaction or dissatisfaction measures. There may have been unanticipated benefits or consequences of purchasing or using the product (such as a use or feature not anticipated with purchase). The original expectations may have been unrealistically high or low. The product purchaser, influencer, and user may have been different individuals, each having different expectations.

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THE CUSTOMER SATISFACTION MANAGEMENT PROCESS Successful quality improvement and customer satisfaction initiatives are the result of a process, not a program. A program has a beginning and an end, whereas a process is usually continuous. The concept of total quality management is based on continuous improvement driven by customer satisfaction requirements. In fact, the criteria for the MBNQA represent just such a model. The importance of the award is not winning it or even applying for it. What makes the MBNQA unique is its congruity with the major concepts of quality improvement and its process-based approach to total quality driven by customer satisfaction, with strong linkage between quality results and operating results (National Institute of Standards and Technology, 1991). The MBNQA criteria link the economic and organizational benefits of internal process improvement with the requirements of the external customer to improve market share and revenue performance. This powerful combination adds value to all aspects of a company's activities. Exhibit 1-1 outlines the seven MBNQA categories and their relative importance. Category 7, customer satisfaction, carries the greatest weight and provides significant support to all other categories. Customer satisfaction information provides performance measures for the key processes of the organization. The first step in gaining control over quality and customer satisfaction in your business is to understand the concept of process. A process is simply a series of events that yield an outcome; coupled with a feedback loop, it becomes a continuous process. Quality improvement and customer satisfaction are continuous processes. It is process, not product or service, which drives quality and competitiveness. Everything we sell is directly related to the process we use. To attain quality improvements, it is necessary to understand our processes and continually to investigate ways of improving these processes. With the understanding of our processes, we begin to identify overlaps, redundancies, and gaps. This knowledge, together with the understanding of our customers' requirements and expectations, allows us to improve our processes on a continuous basis. There are several valuable yet simple techniques for mapping, understanding, and improving processes, which will be discussed later. The intent of process improvement is to change our simple definition of a series of events that produce an outcome to a planned series of events that yield a predictable, desired outcome. Note the addition of the three key words, planned, predictable, and desired. We need all three conditions to be successful. A planned, predictable, and desired process

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outcome will go a long way toward transforming an organization into one that will be structured to respond to the needs of customers in a superior way. Traditionally, many companies have determined what was important to them in terms of internal performance and then gone out to ask their customers how well they were performing in these areas. Regrettably, these companies frequently were not measuring what was important to the customer, only what was important to the companies. Customers have an entirely different view of your organization than you have, and the things that are important to you may not matter at all to them. Because it is customers who keep you in business, it's important that you measure what is important to them, not you. Successful customer satisfaction activities are outwardly focused and driven by the customer. This customer-driven approach allows the organization to adjust existing processes or create new processes to better satisfy customer requirements. The challenge in customer satisfaction management and quality improvement is to identify and listen to the voice of the customer and then translate that voice into process improvements. How to best hear the voice of the customer and act on it is a process in itself. This book provides a proved conceptual model (Exhibit 1-2) and explains how to implement the model and make it work for you. Throughout the remainder of the book, we will define each of the steps in the customer satisfaction management process. In essence, the model provides the framework for the following: Define clear objectives as to how the information will be used to improve customer satisfaction. Identify customer and employee perceptions of quality and satisfaction. Measure the relative importance of customer requirements. Benchmark performance on these attributes. Assess employees' perceptions of the organization's ability to deliver quality and satisfaction. Deploy those customer requirements throughout the organization to allow various functions to work as teams in improving processes. Provide feedback measurement of performance improvement over time, plus monitoring of critical issues.

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Each of these phases of the comprehensive management process is summarized on the following pages.

IMPORTANCE
The objectives-setting phase of the process provides the necessary opportunity for leaders in the organization to understand how the process works. It assists them in defining what their information needs are and how the information from customers will be used. For the customer satisfaction management process to be successful, functional leaders need to be willing to take ownership of the results of the research. This ensures that the process improvement teams representing various functions will be as effective as possible in their work. The objectives-setting phase also provides the environment to link customer satisfaction activities with any existing quality improvement initiatives. Quality improvement should be an integrated system of specific improvement processes rather than a series of unrelated ad hoc tasks or programs. Expectations and Customer Satisfaction Expectations are beliefs (likelihood or probability) that a product/service (containing certain attributes, features or characteristics) will produce certain outcomes (benefits-values) given certain anticipated levels of performance based on previous affective, cognitive, and behavioral experiences. Expectations are often seen as related to satisfaction and can be measured as follows: Importance: Value of the product/service fulfilling the expectation. Overall Affect-Satisfaction Expectations: Like / Dislike of the product/service. Fulfillment of Expectation: The expected level of performance vs. the desired expectations. This is Predictive Fulfillment and is a respondent-specific index of the performance level necessary to satisfy. Expected Value from Use: Satisfaction is often determined by the frequency of use. If a product/service is not used as often as expected, the result may not be as satisfying as anticipated. For example a motorcycle that sits in the garage, an unused year subscription to the local fitness center/gym, or a little used season pass to a ski resort would produce more dissatisfaction with the decision to purchase than with the actual product/service.

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COMMUNICATION WITH CUSTOMERS Based on the Brand Identity(BI) strategy of Enriching Lives through Technology, LG Electronics is striving to fulfill its promise customers. In addition to listening to the customers through diverse channels, LG Electronics is actively applying the customers opinions to product development, service improvement and marketing activities. STRATEGIC BRAND COMMUNICATION LG Electronics brand slogan Lifes Good conveys a message that LGE enriches customers lives with its products, services and technology, and creates a unique brand identity of the company. We are engaging in various marketing activities to reinforce the corporate brand identity in the global market while establishing a youthful and dynamic brand image with differentiated brand marketing activities utilizing sports, the Korean Wave, video games, etc. COMMUNICATION FOR PRODUCT DEVELOPMENT LGE is conducting a thorough market and customer analysis to introduce products that satisfy customer needs. A close study of local customers lifestyles and collaboration with local research organizations are also part of our effort to identify customer needs. CUSTOMER INSIGHT MARKETING COMMUNICATION LGE is organizing events and engaging in campaigns with diverse themes and concepts tailored to local customers, improving LGEs brand image in the global market and contributing to revenue growth. RESPONSIBLE MARKETING COMMUNICATION 2009, LGE established and distributed Code of Conduct by which employees across the company are expected to abide to create value for stakeholders, including customers, shareholders, suppliers, communities, etc., and is conducting training on its purpose and intent. The LGE Code of Conduct stresses that employees must act with integrity and exhibit the utmost sincerity in the following four areas: responsible marketing, product safety, product standards and protection of customer privacy. In 2011, we amended our Code of Conduct to include clauses on the safety defect reporting system and precautions to take when handling refurbished products, while strengthening relevant clauses to enforce responsible communication with customers. ONLINE COMMUNICATION THROUGH SOCIAL MEDIA In March 2012, LGE launched a social media portal Social LGE (http://social.lge.co.kr) that provides integrated access to all LGEs social media outlets Blog, Twitter and Facebook.

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OBJECTIVES RESEARCH METHODOLOGY LIMITATIONS

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OBJECTIVES
To know up to what extent the LG LED TVs satisfied the consumers. Dissertation of satisfaction level of customers about the after sales services rendered by the dealer. To study the price value and satisfaction on price of the LG LED TVs in view point of customers. To know whether customers are satisfied with the innovative features of LG LED TVs. To know whether the loyalty of Customer towards LG.

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RESEARCH METHODOLOGY
This chapter deals with research methodology used in analysis and interpretation. The purpose of methodology section is to describe the research procedure. This includes the overall research design, the data collection method and the types of data used in the sampling design and sampling technique adopted. DEFINITION OF RESEARCH: The Advanced Learners Dictionary of Current English lays down the meaning of research as a careful investigation or inquiry especially through search for new facts in any branch of knowledge. Redman and Mory define research as a systematized effort to gain new knowledge. According to Clifford Woody research comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data; making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis. SOURCES OF DATA: Primary data were used in the research. Primary data is gathered for a specific purpose or for specific research project. PRIMARY DATA: Structure questionnaires were used and also an informal interaction with the respondents to get first hand information was also resorted to for the study. The questionnaire was fabricated keeping in mind of stated objective. SECONDARY DATA
Data pertaining the company is collected from the companys status report. The companys profile gives a detailed report of the past records of the organization. The data collection both from primary & secondary sources is tabulated and presented in a systematic from prior to classification and interpretation.

QUESTIONNAIRE: Collection of data is an important stage in the research. In fact the quality of the data collected determines the quality of research. A questionnaire is a sheet or sheets of paper

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containing question relating to certain specific aspects, regarding which the researches collect the data. The questionnaire is given to the respondents to be filled up. 85 questionnaires were distributed among customers out of whom only 45 customers are the users of LG LED TVs. Therefore only 45 questionnaires were considered for analyzing and interpretation. SAMPLE SIZE: 45 customers were surveyed during the study period SAMPLING UNITS: The sampling units are customers of LG LED TVs. METHOD OF SAMPLING: Only non-probability sampling is adopted. Non-sampling methods are those, which do not provide every item in the universe with a known chance of being included in the sample. The selection process is partially subjective. In non-probability sampling, Quota sampling method is used. QUOTA SAMPLING: In quota sampling the selection of the sample is made by the interviewer, who has been given quotas to fill from specified sub-groups of the population. The targeted group is on customers of Sherwin Williams paints only not that to any customers who purchase paints. They are similarities with stratified sampling, but in quota sampling the selection of the sample is non-random. Anyone who has had the experience of trying to interview people in the street knows how tempting it is to ask those who look most helpful, hence it is not the most representative of samples, but extremely useful. TOOLS FOR DATA ANALYSIS: The tool used for the purpose of analysis is percentage method. PERCENTAGE METHOD: Percentage method refers to a special kind of rates. Percentage method used in making comparison between two or more series of data. Percentage= No. of respondents Total no. of samples x 100

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LIMITATION
The study is restricted to only Kurnool city. So we cannot say the overall information of LG Customers Satisfaction. Time factor is the main limitation for the study. The research has been centered to only 45 customers rather than millions. Customers around the world. Some of the consumers are not interested to give the accurate information about their LG LED TV. So information might be biased. The suggestions drawn are subjected to the information provided by the various buyers contacted.

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DATA ANALYSIS & INTERPRETATION

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1. What is your profession?

Professionals Employees Businessmen Professionals Others Total

Number of respondents 21 27 32 5 85

Percentage 25% 32% 37% 6% 100%

Interpretation: The above table indicates that 32% of the respondents are Businessmen, 37% of the respondents are professionals, 25% of the respondents are employees and the rest of the respondents are from other profession.

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1. What is your profession?

Profession of the respondents

40% 35% 30% 25% 25% 20% 15% 10% 5% 0% Employees Businessmen Professionals Others 6% Percentage 32% 37%

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2. What would be your monthly Income?

Monthly Income Level Below 15000 15000 25000 25000 35000 Above 35000 Total

Number of respondents 11 16 31 27 85

Percentage 13% 19% 36% 32% 100%

Interpretation: The above table showing the monthly income level of the respondents. It shows that 36% respondents monthly income is 25000 to 35000, 32% respondents monthly income is above 35000, 19% respondents monthly income is between 15000 to 25000 and the remaining respondents monthly income is below 15000.

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2. What would be your monthly Income?

Monthly Income levelof the respondents

40% 35% 30% 25% 19% 20% 15% 10% 5% 0% Below 15000 15000 25000 25000 35000 Above 35000 13% Percentage 36% 32%

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3. Which brand of LED TV you have?

LED TV Brand LG Samsung Sony Others Total

Number of respondents 45 14 17 09 85

Percentage 53% 16% 20% 11% 100%

Interpretation: The above table describes the different brands LED TVs used by respondents. From the above table it is concluded that 53% of the respondents using LG LED TVs, 20% are using Sony LED TVs, 16% using Samsung LED TVs and the rest 11% using other LED TVs.

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3. Which brand of LED TV you have?

Brand preference of LED TVs by respondents

Others , 11%

LG Sony, 20% Samsung Sony Others

LG, 53% Samsung, 16%

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Note: In the above analysis (Analysis no. 3), we have seen that there are only 45 respondents who are using LG LED TVs. With respect to this, the rest of the data analysis part will be carried out based on the 45 respondents perspective.

4. Which series of LG LED TV you have?

Series of LG LED TV LG LM Series LG LS Series LG LD/LK Series LG LV Series LG LW Series Total

Number of respondents 6 17 11 7 4 45

Percentage 13% 39% 24% 15% 9% 100%

Interpretation: The above table indicates that, 39% of the respondents are using LG LS Series, 24% of the respondents are using LG LD/LK Series, 15% are using LG LV Series, 13% and 9% are using LG LM Series and LG LW Series.

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5. Why do you prefer LG LED TVs?

Preference factors Quality Technology Brand Image Prestige All of the above Total

Number of respondents 9 11 7 5 13 45

Percentage 20% 25% 15% 11% 29% 100%

Interpretation: The above table is representing the preference factors to Prefer LG LED TVs purchasing, 25% of the respondents say they preferred LG LED TV because of Technology factor, 20% say it is quality factor, 15% say it is Brand image, 11% say it is prestige factor where the rest 29% of the respondents say they preferred LG LED TV because of all factors (Quality, Technology, Brand Image, Prestige).

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5. Why do you prefer LG LED TVs?

Preference factors towards LG LED TV

35% 30% 25% 25% 20% 20% 15% 15% 11% 10% 5% 0% Quality Technology Brand Image Prestige All of the above Percentage 29%

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6. Who influenced you to purchase LG LED TVs ?

Influencing Factors Friends Relatives Advertisement Others Total

Number of respondents 14 6 17 8 45

Percentage 31% 13% 38% 18% 100%

Interpretation: The above table is representing the influencing factors to purchase LG LED TV, and it shows 31% of the respondents influenced by friends to purchased LG LED TV, 38% of the respondents influenced by advertisements, 13% and 18 % of the respondents influenced by relatives and others.

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6. Who influenced you to purchase LG LED TVs ?

Influencing factors towards LG LED TVs

40% 35% 30% 25% 20% 15% 10% 5% 0% Friends Relatives Advertisement Others 13% 18% Percentage 31% 38%

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7. What is your perspective about prices of LG LED TVs?

Price Perspective towards LG LED TVs Very high High Reasonable Low Very Low Total

Number of respondents 9 13 18 5 0 45

Percentage 20% 29% 40% 11% 0% 100%

Interpretation: When it is asked about the perspective of respondents on LG LED TVs, 29% of the respondents say that the price is high, 40% say that the price is Reasonable, according to 20% of the respondents the price is very high, and 5% of the respondents perspective regarding the price is low. Where 0% say the price very low.

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7. What is your perspective about prices of LG LED TVs?

Price Perspective towards LG LED TVs

40% 30% 20% 20% 10% 0% 0% 11% Percentage 29% 40%

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8. Up to what extent you are satisfied with LG LED TVs?

Satisfaction Level towards LG LED TVs Highly Satisfied Satisfied Neutral Not satisfied Highly not satisfied Total

Number of respondents 19 21 3 2 0 45

Percentage 42% 47% 7% 4% 0% 100%

Interpretation: The above table is showing the respondents satisfaction level on LG LED TVs and it shows, 42% of the respondents are highly satisfied, 47% of the respondents say they are satisfied where 7% and 4% of the respondents are neutral and not satisfied. Where 0% of the respondents are not highly satisfied.

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8. Up to what extent you are satisfied with LG LED TVs?

Respondents Satisfaction Level towards LG LED TVs

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 47% 42%

Percentage 7%

4% 0%

Highly Satisfied

Satisfied

Neutral

Not satisfied Highly not satisfied

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9. How much satisfied are you with the innovative features of LG LED TVs?

Satisfaction Level on Features of LG LED TVs Highly Satisfied Satisfied Neutral Not satisfied Highly not satisfied Total

Number of respondents 16 24 3 2 0 45

Percentage 35% 54% 7% 4% 0% 100%

Interpretation: The above table shows the satisfaction level of respondents on features of LG LED TVs, and it shows 54% of the respondents are satisfied with the features of LG LED TV, 35% are very satisfied, where 7 and 4% of the respondents are neutral and not satisfied and no respondents is Highly not satisfied i.e. 0%.

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9. How much satisfied are you with the innovative features of LG LED TVs?

Respondents Satisfaction Level on Features of LG LED TVs

60% 50% 40% 30% 20% 10% 0% Highly Satisfied Satisfied Neutral Not satisfied Highly not satisfied 7% 4% 0% 35% Percentage 54%

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10. What do you feel about the after sales services of LG?

Satisfaction Level on After sales service of LG Highly Satisfied Satisfied Neutral Not satisfied Highly not satisfied Total

Number of respondents 4 9 31 1 0 45

Percentage 9% 20% 69% 2% 0% 100%

Interpretation: The table indicates the satisfaction level of customers towards after sales service of LG, and it is illustrated that 69% of the respondents are neutral, 20% and 9% of the respondents are satisfied and highly satisfied where 2% of the respondents are not satisfied with the after sales service of LG. It could be noted that, 69% of the respondents who are neutral on the scale have not taken after sales service of LG. So they are neutral and have not pointed their satisfaction level.

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10. What do you feel about the after sales services of LG?

Satisfaction Level on After sales service of LG

69% 70% 60% 50% 40% 30% 20% 10% 0% Highly Satisfied Satisfied Neutral Not satisfied Highly not satisfied 9% 2% 0% 20% Percentage

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11. Are you loyal to LG?

Loyalty towards LG Yes No Total

Number of respondents 39 6 45

Percentage 87% 13% 100%

Interpretation: The above table indicates the loyalty of customers towards LG, and it shows that 87% of the respondents are loyal to LG where 13% of the respondents are not loyal to LG.

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11. Are you loyal to LG?

Loyalty towards LG
Yes No

13%

87%

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12. Would you like to recommend buying LG LED TVs to others?

Recommendations to others Yes No Total

Number of respondents 34 11 45

Percentage 75% 25% 100%

Interpretation: When it is asked whether the respondents wants to recommend the product LG LED TV to others 75% of the respondents say they are willing to represent the product to others and 25% of the respondents are not willing to recommend the product to others.

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12. Would you like to recommend buying LG LED TVs to others?

Respondents recommendations to others

No 25%

Yes 75%

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FINDINGS SUGGESSTIONS

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FINDINGS
1. It is found that majority of consumers prefer LG LED TVs due to its Quality and many of the respondents are influenced to purchased the LG LED TVs through advertisements . 2. It is found that majority of consumers are satisfied with LG LED TVs. 3. The new innovative features have satisfied majority of the customers. It is found that technology is one of the most prefered factor to buy LG LED TVs. 4. Many of the customers are satisfied with the after sales service of LG. 5. It is found that most of the respondents find the price of the product LG LED TVs are High. 6. The overall satisfaction level of customers are satisfactory.

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SUGGESTIONS
1. Many of the consumers thinks the price of LG LED TVs are high, so the company should reduced the price of the product. 2. The company needs to improve the after sales service as some of the respondents are not satisfied with the after sales service. 3. Company should contact the customers as they have some suggestions to improve the company and its product sales. 4. Though the company is leading the market, it should beware of competitors like Sony, Samsung, Oneida, Videocon, Panasonic, which is also trying to compete with LG LED TVs by offering better quality products at economical prices.

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QUESTIONNAIRE BIBLIOGRAPHY

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QUESTIONNAIRE
Dear sir/madam I, R Kiran Mayee, pursuing III year B.B.M in Osmania Degree College for Women, kurnoolas per the partial fulfillment of my course, I am obliged to accomplish a project work entitled a project report on Customer Satisfaction with reference to LG LED TVs in Kurnool City. So please co-operate in filling the questionnaire. Name: Contact: Age: email:

1. What is your profession? A. Employee b. Businessmen b. 15000 25000 c. Professional c. 25000 35000 d. Others

[ ]

2. What would be your monthly Income? A. Below 15000 d. Above 35000

[ ]

3. Which brand of LED TV you have? a. LG b. Samsung c. Sony

[ ] d. Others [ ] c. LG LD/LK Series

4. Which series of LG LED TV you have? a. LG LM Series d. LG LV Series b. LG LS Series e. LG LW Series

5. Why do you prefer LG LED TVs a. Quality d. Prestige b. Technology e. All of the above c. Brand Image

[ ]

6. Who influenced you to purchase LG LED TVs A. Friends b. Relatives c. Advertisement of LG LED TVs d. Low e. Very Low d. Others

[ ]

7. What is your perspective about prices A. Very high b. High

[ ]

c. Reasonable

8. Up to what extent you are satisfied with LG LED TVs? A. Highly satisfied b. Moderately satisfied c. Satisfied d. Not satisfied

[ ]

9. How much satisfied are you with the innovative features of LG LED TVs? A. Highly satisfied b. Moderately satisfied c. Satisfied d. Not satisfied

[ ]

10. Does the LG LED TV you bought worth the price you paid? a. Certainly b. almost c. uncertainly

[ ]

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11. What is your opinion about sales promotional activities A. Excellent b. Good c. Fair d. Poor

12. How do you feel about the after sales services of LG A. Excellent b. Good c. Fair d. Poor

13. Are you loyal to LG A. Yes b. No

14. Would you like to recommend buying LG LED TVs to others? a. Yes b. No

[ ]

If you have any suggestions to LG Electronics; suggest here: _____________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________

Thank You for Your Valuable Time

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BIBLIOGRAPHY
Reference Books:
Company Brouchers TEXT: Marketing Management -By Philip Kotler -By C.H.Sontaki

Reference Web Sites:

www.wikipedia.org www.lg.com www.lg.co.in www.asia.cnet.com

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