Faraz Consumer Satifacion Updated

CONSUMER SATISFACTION
Samsung Home Appliance
A STUDY ON CONSUMER SATISFACTION TOWARDS SANSUNG HOME APPLIANCE IN SAMSAUNG PROJECT REPORT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS OF THE BBM COURSE OF BANGALORE UNIVERSITY BY FARAZ KHAN 11KEC18051 UNDER THE GUIDANCE OF MR.SATHISH REDDY Faculty of Commerce and Management
GOVERNMENT BOYS COLLEGE KOLAR 563101 2013-14
Government college for boys
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CERTIFICATE BY THE GUIDE Certified that this dissertation is based on an original project study conducted by FARAZ KHAN under my guidance, He has attended all the required guidance sessions held. This project report has not formed a basis for the award of any Degree or Diploma of any University or Institution.
SIGNATURE OF THE GUIDE:
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ACKNOWLEDGMENT I take this opportunity to thank all those who helped me in completing this work successfully. First of all, I thank the almighty for his blessings to me. My most thanks to our respected Head of the Department Prof LAWRANCE PRASANNA A , Department of Commerce and Management, GOVERNMENT College For Boys for continuous guidance to me. I also take this opportunity in thanking Sri.ROA, HRD Manager, SAMSUNG from the depth of my heart, for having granted me permission to do my study in their esteemed organization. I deem it a pleasure to take this opportunity to express my heartfelt thanks and profound gratitude to Prof.SATHISH REDDY, faculty guide for his whole hearted support and valuable guidance during the period of research. I express my thanks to all our department staff for their valuable suggestion during project work. Finally I would also thank my beloved parents and friends who helped me in doing this project successfully.
Date: Place:
FARAZ KHAN (11KEC18051)
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STUDENT DECLARATION I, FARAZ KHAN hereby declare that this project report entitled A STUDY ON CONSUMER SATISFACTION TOWARDS SANSUNG HOME APPLIANCE submitted to Department of Commerce and Management GOVERNMENT BOYS College, KOLAR in partial fulfillment of the requirement for the award of the degree of BACHELORS IN BUSINESS MANAGEMENT is a original work done by me during the period of my study at the college under the supervision and guidance of Prof. xxxx, Commerce and Management Department, GOVERNMENT BOYS College,KOLAR
PLACE DATE:
FARAZ KHAN
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LIST OF CONTENTS
Sr. No. 1. 2. 3. 4. 5. Title Page
Particulars
Page No.
01 03 05 06
Acknowledgement Executive Summary Introduction SECTION I Industry Profile Company Profile Financial Results Products
08 11 22 25
6.
SECTION II Research Methodology Analysis and Interpretation Findings and Suggestions Conclusion 34 37 53 55 57 59
7. 8.
Bibliography Annexure
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CHAPTER 1 INTRODUCTION
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The Consumer Durables industry consists of durable goods and appliances for domestic use such as, refrigerators, air conditioners and washing machines and micro wave ovens are also included in this category. The sector has been
witnessing significant growth in recent years, helped by several drivers such as the emerging retail boom, real estate and housing demand greater disposable income and an overall increase in the level of affluence of a significant section of the population. The project intends to study the customer satisfaction of customers of Samsung Electronics India ltd in the Ernakulam region. For this various factors were considered like employee assistance, post sales follow ups, value for money, variety of appliances etc. The main objective of finding out the customer satisfaction is know the reasons why customers are dissatisfied and what all measures are to be taken to reduce this dissatisfaction or else the company will lose its existing customers if they are kept unhappy.Before the liberalization of the Indian economy, only a few companies like
Kelvinator, Godrej, Alwyn, and Voltas were the major players in the consumer durables market, accounting for no less than 90% of the market. Then, after the liberalization, foreign players like LG, Sony, Samsung, Whirlpool, Daewoo, and Aiwa came into the picture. Today, these players control the major share of the consumer durables market. Consumer durables market is one of the fastest growing market. It is growing very fast because of rise in living standards, easy access to consumer finance, and wide range of choice, as many foreign players were entering in the market with the increase in income levels, easy availability of finance, increase in consumer awareness, and introduction of new models, the demand for consumer durables has increased significantly. Products like washing machines, air conditioners, microwave ovens, colour televisions (C-TV) were no longer considered luxury items. However, there were still very few players in categories like vacuum cleaners, and dishwashers Consumer durables sector is characterized by the emergence of MNCs, exchange offers, discounts, and intense competition. The market share of MNCs in consumer durables sector is 65%. MNC's major target is the growing middle class of India. MNCs offer superior technology to the Consumers whereas the Indian companies compete on the basis of firm grasp of the local market, their well acknowledged brands, and hold
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Over wide distribution network. However, the penetration Level of the consumer durables is still low in India.Indian Consumer durables market used to be dominated by
few domestic players like Godrej, Voltas, Allwyn and Kelvinator. But post liberalization many foreign companies have entered into Indian market dethroning the Indian players and dominating Indian market the major categories being CTV, REFRIGRATOR, MICROWAVE OVEN and WASHING MACHINES.India being the second largest growing economy with huge consumer class has RESULTED IN consumer durables as the fastest growing industries in India. LG, SAMSUNG the two Korean companies have been maintaining the lead in the market with LG being leader in almost all the categories. The rural market is growing faster than the urban market, although the penetration level is much lower .The CTV segment is expected to the largest contributing segment to the overall growth of the industry. The rising income levels double-income families and consumer awareness were the main growth drivers of the industries.
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CHAPTER-2 RESEARCH DESIGN
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TITLE OF THE STUDY

A study to find the customer satisfaction of the c ustomers of Home appliances segment of Samsung Electronics India Ltd in the Ernakulam region
OBJECTIVES
To understand the customer satisfaction of the customers of home appliances segment of Samsung Electronics India Ltd in the Ernakulam region. To understand the basis on which customers preferred Samsung over its competitors.
Research Design
The purpose of the research is stated above and here descriptive research design has been chosen. Descriptive research design is used when the characteristics of a certain group, specific predictions or association of certain variables are to be determined.
Source of data
Primary source: Questionnaires, face to face and telephonic interview methods.
Sampling Technique
Convenience sampling technique is adopted. Thus sample is drawn from that part of the population which is close to hand.
Sample Size
The population included all the Customers of Samsung in the Ernakulam region. As per convenience a sample of 100 has been chosen for the field survey.
Questionnaire
Since the data are of varying nature both open ended and closed ended questions were included.
SCOPE
Time: Present Place: Ernakulam
Population: All customers of Home appliances segment of Samsung in

Ernakulam region
TOOLS FOR ANALYSIS

Percentage analysis is used here as a tool for analysis. The data collected is put in various charts and graphs and hence the result in inferenced from it.
LIMITATIONS
Time Constraint. Non co operation by the respondents Confidentiality factor. Busy Schedule of the managers
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CHAPTER-3 COMPANY PROFILE
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INDUSTRY PROFILE
The Consumer Durables industry consists of durable goods and appliances
for domestic use such as televisions, refrigerators, air conditioners and washing machines and micro wave ovens are also included in this category. The sector has been witnessing significant growth in recent years, helped by several drivers such as the emerging retail boom, real estate and housing demand greater disposable income and an overall increase in the level of affluence of
a significant section of the population. The industry is represented by major international and local players such as BPL, Videocon, Voltas, Blue Star, MIRC Electronics, Titan, Whirlpool etc. The consumer durables industry can be broadly classified into two segments: Consumer Electronics and Consumer Appliances. Consumer Appliances can be further categorized into Brown Goods and White Goods. The key product lines under each segment were as follows.
Industry size, growth, trends

The consumer durables market in India was estimated to be around US$ 11 billion in 2009-10. More than 7 million units of consumer durable appliances have been sold in the year 2008-09 with colour televisions (CTV) forming the bulk of the sales 30 percent share of volumes. CTV, refrigerators and Air-conditioners together constitute more than 60 per cent of the sales in terms of the number of units sold. In the refrigerators market, the frost-free category has grown by 8.3 per cent while direct cool segment has grown by 9 per cent. Companies like LG, Whirlpool and Samsung have registered double-digit growth in the direct cool refrigerator market. In the case of washing machines, the semi-automatic category with a higher base and fully-automatic categories have grown by 4 per cent to 526,000 units.and by 8 percent to 229,000 units, respectively. In the air-conditioners segment, the sales of window ACs have grown by 32 per cent and that of
split ACs by 97 per cent.Since the penetration in the urban areas for these products is already quite high, the markets for both C-TV and refrigerators were shifting to the semi-urban and rural areas the growth across product categories in different segments is assessed in the following sections.
Consumer electronics
The CTV production was 15.10 million units in 2008-09 and is expected to grow by at least 25 per cent in the coming years. At the disaggregated level, conventional CTV volumes have been falling while flat TVs have grown strongly. Market sources indicate that most cctv majors have phased out conventional TVs and have been instead focusing more on flat TVs. The flat segment of CTVs now account for over60 per cent of the total domestic TV production and is likely to be around 65 per cent in 201011.High-end products such as liquid crystal display (LCD) and plasma display CTV grew by 400 per cent and 150 percent Cent respectively in 200910 f ollowing a sharp decline in prices of these products and this trend is expected to continue and new LED TV has come into the market and 3D TVs are also going to be introduced in the market . The audio/video player market has seen significant growth rates in the domestic market as prices have dropped. This trend is expected to continue through 2009- 2010, as competition is likely to intensify to scale and capture the mass market.
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COMPANY PROFILE History

From its inception as a small export business in Taegu,Korea,Samsung has grown to become one of the worlds leading electronics companies, specializing in digital appliances and media, semiconductors, memory, and system integration. Today Samsungs innovative and top quality products and processes are world recognized. This timeline captures the major milestones in Samsungs history, showing how the company expanded its product lines and reach, grew its revenue and market share, and has followed its mission of making life better for consumers around the world.
2000-Present Pioneering the Digital Age

The digital age has brought revolutionary change and opportunity to global business, and Samsung has responded with advanced technologies, competitive products, and constant innovation. Samsung see every challenge as an opportunity and believe they are perfectly positioned as one of the world's recognized leaders in the digital technology industry. their commitment to being the world's best has won them the No.1 global market share for 13 of their products, including semiconductors, TFT-LCDs, monitors and CDMA mobile phones. Looking forward, they are making historic advances in research and development of their overall semiconductor line, including flash memory and non-memory, custom semiconductors, DRAM and SRAM, as well as producing best-in-class LCDs, mobile phones, digital appliances, and more.
Recent developments
2010

Displayed the worlds thinnest TV (6.5mm) at CES Launched major restructuring of its businesses Cooperates in creating a foundry with Xilinx of the US Developed the worlds first 40 nanometer DRAM
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Announced its Blue Earth solar-powered phone Released its V-line Crystal Rose LCD TV Samsung is found No. 1 in customer loyalty for 8 years consecutively by Brand Keys of the USA Samsung Digital Imaging developed an innovative hybrid digital camera Built the worlds largest mobile phone as recorded in the Guinness Book of World Records Received a Quality Management Award in Malaysia SADI, Samsung's design school, received the most iF Concept Design Awards for its entrants Opened samsungmobile.com for its domestic custome rs Received an Excellence Award from ENERGY STAR of the US Released the worlds thinnest Blu-ray player Introduced Mobile WiMax into Malaysia Released the worlds first full HD camcorder with a 64GB SSD Sold more than 20 million full touch phones in shortest time ever Samsung took up a record high market share in LCD monitors Released the worlds first solar -powered mobile phone in India Released the JET, its new concept full touch scre en phone Released its 120Hz 3D monitor Samsung took the No. 1 spot in the global digital sign market for the first time
Sold 500,000 units of its LED TVs in 100 days since its release Opened the visual mobile era with its third gener ation full touch Haptic AMOLED Released the worlds first infrared video phone

Became the first in the industry to acquire TCO 3.0 certification for its notebook computers Announced its Green Management strategy Began mass production of the worlds first 40 nanometer DDR3 DRAM Released the worlds thinnest watch phone
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Developed the worlds lowest power 1GHz mobile CPU core Opened Samsung Application Store Seller Site Attained its most awards ever at IDEA 2009 Released its strategic smart phone, the Omnia Samsung's Yuna Haptic sold 500,000 units in record time Became the first inyear the industry to sell more than 10 million LCD TVs in the first half of the Samsung won the chairmanship of the 3GPP international tandardization association
2009
Sold more than 5 million of its STAR full touch phones in 4 months Samsungs Application Store officially opened Released the Corby full touch phone targeted at y ounger users Provided the WorldSkills Calgary 2009 Competition support Installed the worlds largest video wall in the US Released the first large capacity 16kg automatic washing machine in the domestic market Samsung's Mondi WiMax terminal receives Best Pro duct at the 4G Awards Entered the top 10 list in the worlds top 100 global brands Samsung was selected as one of the top 10 global businesses in responding to climate change Samsung TVs took 50% of the Iranian market
Introduced its R&D master system Released the Gior gio Armani smart phone Sold more than 5 million LCD panels for notebooks per month for the first in the industry Developed a 240Hz 3D LCD panel
Received the 2009 LCD TV Market Leadership Award Deploys its brand memory card business Reached the worlds first LTE terminal supply agreement Developed the worlds thinnest 3mm LED TV panel Samsung successfully tested WiMax global roaming
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Samsungs LED TV won TV of the Year in Britain Declared its Creative Company strategy for the ne xt 100 years Passed 4 trillion won in operating profits for its 40th year of foundation Introduced a Creative New Employee hiring system Developed the worlds first 0.6mm 8 chip package Sold 10 million STAR phones in six months of its release Announced its open mobile platform, bada Became the first in the industry to sell more than 4 million LCD panels for TVs per month Supported the hosting of the WCG final Launched a VIP membership program Sold 50 million full touch screen phones in 2 years Samsung's printing solutions won product of the year in the US Announced bada its own smart phone platform Samsung successfully commercialised its 4th generation LTE terminal Restructured its organization and appointed Gee-Sung Choi as its new CEO Sales of Samsung Yuna Haptic phones broke the thr eshold of 1 million 2008 Became No. 1 in the US digital TV market for the 4th consecutive year Named Yoon-Woo Lee as a Vice Chairman & CEO of Samsung Electronics Launched OMNIA phone Completed establishing TV manufactory in Russia Kaluga Became the official sponsor of 2010 Guangzhou Asian Game Developed the world's first 2Gb 50 NANO Samsung takes No. 1 spot in U.S. cellphone market Opened Global Brand PR Centre Samsung D'light' 2007 No.1 worldwide market share position for TVs achieved for the 9th quarter in a row
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No.1 worldwide market share position for TVs achieved for the seventh quarter in a row Developed the world's first 30nm-class 64Gb NAND Flash memory BlackJack bestowed the Best Smart Phone award at CTIA in the U.S. 2006 Attained No.1 worldwide market share position for LCD for the sixth year in a row Developed the world's first real double-sided LCD Developed the worlds' first 50nm 1G DRAM Unveiled 10M pixel camera phone Launched "Stealth Vacuum," a vacuum cleaner with the world's lowest level of noises Launched the worlds' first Blu-Ray Disc Player 2005 Developed 1.72"Super-Reflective LCD Screen Developed the largest Flexible LCD Panel Ranked 27th in "the World's Most Admired Company" of Fortune Became the official sponsor of Chelsea, the renowned English soccer club Released the world's first 7 mega pixel camera phone Developed the world's first OLED for 40" TV Became the official sponsor of Chelsea, the renowned English soccer club 2004
Developed the first-ever speech recognition phone Produced the first wrinkle-free steam washer Sold more than 20 million cellular phones in the U.S Developed the world's first 60-nano 8GB NAND Flash memory chip Ranked top in mobile phone sales in Russia Released new PDP TV featuring the highest contrast ratio in the world Developed a 3rd Generation Optical Blu-Ray Disc Recorder Developed cellular phone chip for satellite DMB system
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2003 Released 46" LCD TV for the first time in the world Samsung brand value ranked 25th in the world by Interbrand Ranked 5th on the "Most Admired Electronics Company" list released by the Fortune Magazine 2002 Released the first HD DVD combo Development of the 54"TFT-LCD, the largest digital TV monitor in the world Launches PDP-TV, the slimmest in the world Launch of colour mobile phones in which the new concept UFB-LCD is introduced 2001
Launched new high-definition TFT-LCD colour cellular phone Ranked No. 1 of world's Top 100 IT Companies by BusinessWeek Unveils 16 Chord Progression Melody Phone Begins Mass Production of 512Mb Flash Memory Device Unveils Industry's First Ultra-Slim Handset 2000 Develops World's first 40 inch TFT-LCD Unveils TFT-LCD with Record-breaking Definition Launches PDA phone Samsung Olympic Games Phone selected as the official mobile phone of the Sydney 2000 Olympic Games TV Phone and Watch Phone Make Guinness Book of World Records Unveils the Worlds Fastest Graphics Memory Chip Samsung Electronics and Yahoo! Form Strategic Alliance Develops Unique All-in-one DVD Player Developed world's first 512Mb DRAM Developed world's first 512Mb DRAM
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Samsung philosophy
At Samsung, they follow a simple business philosophy: to devote their talent and technology to creating superior products and services that contribute to a better global society.
Every day, their people bring this philosophy to life. their leaders search for the brightest talent from around the world, and give them the resources they need to be the best at what they do. The result is that all of their productsfrom memory chips that help businesses store vital knowledge to mobile phones that
connect people across continents have the power to enrich lives. And thats what making a better global society is all about.
Values
They believe that living by strong values is the key to good business. At Samsung, a rigorous code of conduct and these core values are at the heart of every decision they make.
People
Quite simply, a company is its people. At Samsung, were dedicated to giving our people a wealth of opportunities to reach their full potential.
Excellence
Everything we do at Samsung is driven by an unyielding passion for excellenceand an unfaltering commitment to develop the best products and services on the market.
Change : In todays fast-paced global economy, change is constant and

innovation is critical to a companys survival. As we have done for 70 years, we set our sights on the future, anticipating market needs and demands so we can steer our company toward long-term success.
Integrity
Operating in an ethical way is the foundation of our business. Everything we do is guided by a moral compass that ensures fairness, respect for all stakeholders
Co-prosperity
A business cannot be successful unless it creates prosperity and opportunity for others. Samsung is dedicated to being a socially and environmentally responsible corporate citizen in every community where we operate around the globe.
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Vision 2020
As stated in its new motto, Samsung Electronics' vision for the new decade is, "Inspire the World, Create the Future." This new vision reflects Samsung Electronics commitment to inspiring its communities by leveraging Samsung's three key strengths: New Technology, Innovative Products, and Creative Solutions. -- and to promoting new value for Samsung's core networks -- Industry, Partners, and Employees. Through these efforts, Samsung hopes to contribute to a better world and a richer experience for all. As part of this vision, Samsung has mapped out a specific plan of reaching $400 billion in revenue and becoming one of the worlds top five brands by 2020. To this end, Samsung has also established three strategic approaches in its management: Creativity, Partnership, and T alent. Samsung is excited about the future. As we build on our previous accomplishments, we look forward to exploring new territories, including health, medicine, and biotechnology. Samsung is committed to being a creative leader in new markets and becoming a truly No. 1 business going forward.
This new vision reflects Samsung Electronics commitment to inspiring its communities by leveraging Samsung's three key strengths: New Technology, Innovative Products, and Creative Solutions. -- and to promoting new value for Samsung's core networks -- Industry, Partners, and Employees. Through these efforts, Samsung hopes to contribute to a better world and a richer experience for all.
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Financial performance
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Affiliated companies
Electronics industries Samsung electro-Mechanics Samsung SDI Samsung corning precision glass Samsung SDS Samsung networks Samsung techwin Samsung mobile display Samsung digital imaging
Financial Services
Samsung Life Insurance Samsung Card Samsung Securities Samsung Investment Trust Management Samsung Venture Investment
Machinery and Heavy Industries

Samsung Heavy
Industries Chemical Industries

Samsung Total Petro Chemicals Samsung Petro Chemicals Samsung Fine Chemicals Samsung BP Chemicals
Other Affiliated Companies

Samsung C&T Corporation Samsung Engineering Cheil Industries Samsung Everland The Shilla Hotels & Resorts Cheil Worldwide S1 Corporation ,Samsung Medical Centre ,Samsung Human Resource Development Centre Samsung Economic Research Institute
Samsung Lions The Ho-Am Foundations Samsung Foundation of culture Samsung Welfare Foundation Samsung Life Public Welfare Foundation
Management
President & CEO of Samsung Electronics Co Ltd Mr . Gee Sung Choi President of Samsung South West Asia Head Quarters Jung Soo Shin Board of Directors
Yoon Woo Lee Gee Sung Choi JuHwa Yoon Dong Min Yoon Chae Woong Lee In Ho Lee Oh Soo Park
Capital Structure
Classification Capital Loan-Connection Loan-Banking institution-Equity Dividend Payment Interest Profit Surplus 2007 895 23466 5755 887 215 24416 2008 898 17655 5101 1563 170 30577 2009 898 16432 6112 834 218 37369
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PRODUCTS AND SERVICES

Samsung Refrigerators
French Door
Massive storage capacity on the inside, with a slim profile on the outside and the most advanced conveniences built in, Samsung French Door refrigerators raise the bar on style, efficiency and modern living. There are two models available. They are:1. RF67DEPN 2. RF62NEPN
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3. Side by side
All the space you need to stock up on family favourites, throw a party, or prepare a full-blown catered affair. Plus elegant design and efficient Twin Cooling Plus make Samsung Side by Side refrigerato rs a fresh choice. There are 11 products under this category.
3. Bottom Freezer
Don't sacrifice storage for space with Samsung Bottom Freezer refrigerators. All your favourite foods are at eye level, so you can spend more time finding what you're after and less time cooling your kitchen. There are two products under this category which are as follows:-
1.RL62SBTS 2.RL41WCPS
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4. Frost Free
Now, enjoy a delicious, crunchy sound in every bite! The new Samsung refrigerators come with Unique Moisture Control Technology lock in the natural freshness of fruits and vegetables keeping them fresh and crunchy for longer. So, go ahead and relish the crunchy freshness, just bite into some Frrrrunch!There are 25 products matching under this category.
Direct Cool
Five Star rated direct cool freshtech ultima Refrigerators an exclusive range of refrigerators that incorporates amazing technology innovation design to enrich your world. There are 10 products matching under this category.
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Air Conditioner
1. Split Air conditioner

The interior design of your home adds a lot to persona comforts and appeal , Since the Air Conditioner is a large part of that interior, Samsung provides you with a variety of air conditioners with stylish, sophisticated design, while paying attention to high performance and health. Samsungs Air Conditioners represent cool, clean, healthy freshness in everyday living. There are 32 different product variants for this kind of air conditioner.
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2. Window Air Conditioner

Welcome to cool, clean, healthy and fresh world of Samsung Window Air Conditioners. Created to provide utmost comfort in the hottest of weather, Samsung Air Conditioners bring a cool, refreshing wave into your home and make everyday living a delightful and rejuvenating. There are nine varieties of Window Air Conditioner.
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Washing Machine
The Ultimate Washing experience The Super Clean, Ultra Safe and amazingly easy washing experience with Samsung Washing Machine.
Front Loading
Samsung front loading washing Machines incorporate a host of futuristic innovation like Ceramic Heater. It provides you the convenience of washing clothes with technologically washing machine that understands washing requirement of different clothes. There are 9 varieties of washing machine under this category.
2. Top Loading
Power-packed pure strength combined with the touch of gentle care. Samsung realises this ultimate washing combination in its state-of-the-art Washing Machines. Its the ultimate care your clothes need to keep looking their very best. 3. Semi Automatic
Samsung Semi Automatic Washing Machines are specially developed for the distinct Indian conditions and are perfect choice for the Indian women. These technologically advanced machines incorporate Double Storm washing system that removes dirt and dust from clothes, thereby leaving them clean. Fresh and sparkling like new.
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Microwave oven
Samsung microwave oven, Faster, more spacious and more stylish than before.
1. Convection
Convection Microwave can be used to cook food which is crispier from inside as well as outside. It uses a fan and a heating element to create air flow patterns inside the microwave oven. This ensures optimum browning of the food in the fastest possible times, making it ideal choice for baking. 2. Grill Grill Microwaves can be used to cook food which is crispier from outside and juicer from inside making an ideal choice for succulent kebabs and Tikkas. 3. Solo The Samsung Solo is the choice for an all round cooking solution. With uniform heat distribution, multiple power levels and a host of other features, the Samsung Solo is ideal for everyday tasks like defrosting, reheating and cooking. 4. Smart oven There are three variants of oven under this category.
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UA40F5000AR
Table view
Specifications
Product

LED 40 Inch 1920 x 1080 Resolution 10 watts x 2 Sound Output (RMS) Dolby Digital Plus / Dolby Pulse DTS Studio Sound DTS Premium Sound Down Firing + Full Range Speaker Type Audio Out (Mini Jack) x 1ea Component In (Y / Pb / Pr) x 1ea Composite In (AV) x 1 (Common Use for Component Y) ea Digital Audio Out (Optical) x 1ea HDMI x 2ea RF In (Terrestrial / Cable Input) x 1ea USB x 1ea
Display Audio

Input&Output
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Eco

Eco Mark: Planet First Eco Sensor available
Weight

Set without Stand: 8.0kg Set with Stand : 9.5kg Package : 12.0kg
Feature

ConnectShare (USB 2.0) Movie (HDD) OSD Language: Local Languages User Interface: Single Auto Channel Search available Auto Power Off available Auto Volume Leveler available Clock&On / Off Timer available Game Mode available Sleep Timer available Basic Sports Mode Digital Clean View available Analog Clean View available Embeded POP available
Series
5 Series
Video

120 (NTSC) Clear Motion Rate Picture Engine: HyperReal Engine Dynamic Contrast Ratio: Mega Contrast Wide Color Enhancer (Plus) available Film Mode available Natural Mode Support Ready DTV Tuner Analog Tuner available RHCM Slim 1 NNB Bezel Type Black Front Color Page 35
System Design
Square Stand Type
Power
AC100 - 240V 50 / 60Hz Power Supply
Accessory

TM1240 Remote Controller Power Cable included User Manual included Batteries (for Remote Control) included Mini Wall Mount Supported Vesa Wall Mount Supported
Dimension

Set without Stand (W x H x D): 928.2 x 552.3 x 49.4mm Set with Stand (W x H x D): 928.2 x 612.2 x 235.0mm Package (W x H x D): 1,160 x 616 x 147mm
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Samsung UA40F5000AR Full HD LED TV
PRODUCT ID : 19089
Model No : Samsung UA40F5000AR Full HD LED TV Specifications : Product - LED Series - 5 Display Screen Size - 101.6cm (40) Resolution - 1920 x 1080 Video Clear Motion Rate - 100Hz Picture Engine - HyperReal Engine Dynamic Contrast Ratio - Mega Contrast Wide Color Enhancer (Plus) - Yes
Film Mode - Yes Natural Mode Support - Yes Audio Sound Output(RMS) - 10 watts x 2 Dolby - Dolby Digital Plus/Dolby Pulse SRS / DNSe+ - DTS Studio Sound dts 2.0 + Digital Out / DTS Premium Audio - DTS Premium Sound Speaker Type - Down Firing + Full Range System DTV Tuner - Ready Analog Tuner - Yes
Input&Output Audio Out (Mini Jack) - 1 Component In (Y/Pb/Pr) - 1 Composite In (AV) - 1 (Common Use for Component Y) Digital Audio Out (Optical) - 1 HDMI - 2 RF In (Terrestrial/Cable Input) - 1 USB - 1 Design Design - RHCM Slim Type - Slim 1 Bezel Type - NNB Front Color - Black Stand Type - Square Eco Eco Mark - Planet First Eco Sensor - Yes Power Power Supply - AC100 - 240V 50/60Hz Power Consumption (Max) - 106 watts Power Consumption (Stand-by) - Under 0.3 watts Weight Set without Stand (kg) - 8.0Kg Set with Stand (kg) - 9.5Kg Package (kg) - 12.0Kg Accessory
Remote Controller Model - TM1240 Power Cable - Yes User Manual - Yes Batteries (for Remote Control) - Yes Mini Wall Mount Supported - Yes Vesa Wall Mount Supported - Yes Feature ConnectShare (USB 2.0) - Movie (HDD) OSD language - Local Language Teletext (TTXT) - Yes User Interface - Single Auto Channel Search - Yes Auto Power Off - Yes Auto Volume Leveler - Yes Clock & On/Off Timer - Yes Game mode - Yes Sleep Timer - Yes Sports Mode - Basic Digital Clean View - Yes Analog Clean View - Yes Embeded POP - Yes
Dimension Set without Stand (WxHxD) (mm) - 928.2 x 552.3 x 49.4mm Set with Stand (WxHxD) (mm) - 928.2 x 612.2 x 235.0mm Package (W x H x D) (mm) - 1,160.0 x 616.0 x 147.0mm
Samsung 5300 40 Fhd 3 Hdmi 2 Usb Smart Led
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Product description / spec

This EH5300 Samsung TV offers excellent Full HD picture quality delivering you a crisp and clear experience. An ideal choice for internet TV for browsing the web plus with an array of Samsung apps, you can explore YouTube and keep in contact with friends and family using Facebook, Twitter and Skype. The 100Hz clear motion rate technology makes this the perfect TV for films and sports.
Television picture quality:

Direct-lit LED TV Screen. Smart TV. Screen size: 40in (102cm). Resolution 1920 x 1080 pixels. Motion rate 100Hz.
Connectivity:

1 SCART socket, 2 USB ports and 3 HDMI sockets. PC input socket. Component video socket. Composite. Optical connection. Headphone socket. AV socket. Requires Wi-Fi dongle (sold separately). Ethernet connection. DLNA compatibility.
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Sound quality:

Dolby Digital Pulse sound system. 2 x 10 watts RMS power output.
Digital features:

Freeview HD digital tuner. Saorview digital tuner (Saorview can only be received in the Republic of Ireland). 8 day electronic programme guide (EPG). CI+ slot.
Additional features:

Sleep timer. Child lock. Size of TV H55.1, W92.76, D9.3cm. Weight of TV 8.9kg (unpackaged). Size of TV with stand: H60.65, W92.76, D24.78cm. Weight of TV with stand: 10.9kg. Suitable for wall mounting 200 x 200 bracket.
Energy efficiency information:

Energy efficiency rating: A. On mode power consumption 55 watts. Off mode power consumption 0.3 watt. Annual power consumption 80kWh. Standby power consumption 0.3 watt. This product contains lead.
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Samsung EH5300 40 Inch Full HD Freeview HD Smart LED TV.
Product description / spec

This EH5300 Samsung TV offers excellent Full HD picture quality delivering you a crisp and clear experience. An ideal choice for internet TV for browsing the web plus with an array of Samsung apps, you can explore YouTube and keep in contact with friends and family using Facebook, Twitter and Skype. The 100Hz clear motion rate technology makes this the perfect TV for films and sports.
Television picture quality:

Direct-lit LED TV Screen. Smart TV. Screen size: 40in (102cm). Resolution 1920 x 1080 pixels. Motion rate 100Hz.
Connectivity:

1 SCART socket, 2 USB ports and 3 HDMI sockets. PC input socket. Component video socket. Composite. Optical connection.
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Headphone socket. AV socket. Requires Wi-Fi dongle (sold separately). Ethernet connection. DLNA compatibility.
Sound quality:

Dolby Digital Pulse sound system. 2 x 10 watts RMS power output.
Digital features:

Freeview HD digital tuner. Saorview digital tuner (Saorview can only be received in the Republic of Ireland). 8 day electronic programme guide (EPG). CI+ slot.
Additional features:

Sleep timer. Child lock. Size of TV H55.1, W92.76, D9.3cm. Weight of TV 8.9kg (unpackaged). Size of TV with stand: H60.65, W92.76, D24.78cm. Weight of TV with stand: 10.9kg. Suitable for wall mounting 200 x 200 bracket.
Energy efficiency information:

Energy efficiency rating: A. On mode power consumption 55 watts. Off mode power consumption 0.3 watt. Annual power consumption 80kWh. Standby power consumption 0.3 watt. This product contains lead.
Page 43
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CHAPTER-4 DATA ANALYSIS AND INTERPRETITION
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TABLE-1
TABLE SHOWING ECO FRIENDLINESS OF THE RESPONDENTS

characteri stics SL No .NO of the respond ents 1 2 Yes No Total 100 100 100 % 100 % percnta ges
Analysis of the table:It is observed from the above table that the aggregate of the Respondents are
100% are eco-friendly.
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CHART-1
GRAPH SHOWING ECO FRIENDLINESS OF THE RESPONDENTS
0%
100%
PIE CHART:1
Interference:
It is inferred from the above graph that with a growing awareness of environmental hazards consumer are increasing ecology of the Respondents
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TABLE 2 Table showing occupation of the respondents Sl .no occupations Number of respondents 1 2 3 4 Business man Student Professional Others Total 35 05 20 40 100 35 % 05 % 20 % 40% 100 percentage
Analysis of the table

Analysis the above table indicates that 35% of the respondents are businessmen. 5% of them are students. 20% of them are professionals & remaining 40% of them are others i.e. belonging to various other fields.
Page 48
CHART 2 The chart showing the percentage of occupation of the respondents who prefer SAMSUNG LCD and LED
Sales
others 40%
business man 35%
professional 20%
student 5%
INFERENCE
It is observed from the above graph that the majority of the Respondents who
possess SAMSUNG LCD and LED
Page 49
TABLE 3
The table showing the monthly income of

Sl .no 1 2 3 4 Monthly income < 10,000 10,000-20,000 20,000-30,000 30,000 & above Total No. of Respondents 23 27 20 30 100
the respondents
percentage 23 % 27 % 20 % 30 % 100 %
Analysis of the table

From the above table it states that out of 100 customers 230o of the respondents earn an monthly income of <10000 Rs. 27% of the respondents earn an monthly income around Rs 10000-20000 whereas 2O0o of the respondents earn an monthly income of Rs 2000030000 & the remaining 30% of the respondents earn monthly income >30000 therefore in clear specify that who have purchased and use the SAMSUNG LCD and LED with ease.
Page 50
CHART 3
The below chart showing the monthly income of the respondents who prefer SAMSUNG lcd and led tv
Sales
30,000 & Above 30%
< 10,000 23%
10,000 20,000 27% 20,000 30,000 20%
Inference :
The above graph exhibits that 23% of the respondents earn monthly income < 10,000,27 % of the respondents earn monthly income around 10000-20000,20% of the respondents earn around 20000-30000 ,30% of the respondents earn 30000and above, so it clears that SAMSUNG LCD and LED TV can be use by all kinds people .
Page 51
TABLE 4
THE BELOW TABLE SHOWING THE MARTIAL STATUS OF THE RESPONDENTS.
Martial Status Sl.no 1 Single
No.of the Respondents 25
Percentage
25 %
Married
75
75 %
Total
100
100 %
INTERFERENE
From the above data it depicts that the survey conducted for the 100 customers of SAMSUNG LCD and LED Users 25% belongs to Single Person & 75 % respondents belongs to Married people. of the
Page 52
CHART 4
the below chart showing the martial status of the respondents who prefer the SAMSUNG LCD and LED
Sales
3rd Qtr 0%
single 25%
married 75%
INFERENCE
It is inferred from the above graph that all the SAMSUNG LCD and LED in the given sample size are possessed by both single and married persons. But Majority are Married People.
Page 53
TABLE 5 The below table showing the information sources use by the respondents for the purchase of SAMSUNG LCD and LED
Sl.no
Characteristics
no.of respondents
Percentage
Dealers 1
12 12 %
Magazines / news papers 2
23
23 %
Mass media 3
15
15 %
Friends / Relatives 4
25
25 %
Internet 5
25
25 %
Total 6
100
100 %
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Interference
It is observed from the above table that the most of the respondents i.e. 12 % of the respondents getting information through dealers,23 % of the respondents were through magazines and remaining from friends, relatives, internet etc.
CHART 5 The below showing the percentage reflecting information used by the respondents
30 25 20 15 10 5 0 dealers Magazines / news papers mass media friends /relatives intenet
Analysis of the chart
From the above graph we found that Majority of responds are getting the information about SAMSUNG LCD and LED by mass media friends or Relatives. Remaining form magazines ,News papers ,Internet.
Page 55
TABLE 6 The below showing respondents on the cost of SAMSUNG LCD & LED
Sl.no Price No .of the respondents 1 2 3 4 Too high High Reasonable Low 06 24 60 10 06 % 24 % 60 % 10 % Percentage
Total
100
100 %
ANALYSIS OF THE TABLE

It is observed from above the table that the most of respondents that i.r 60 % conclude that the price is reasonable, 6% of them conclude the price is too high,24 % the respondents conclude the price is high and at least 10 % of them conclude price is low cost on their SAMSUNG LCD & LED TVS
Page 56
CHART 6
The below chart showing the percentage of customer opinion on the cost of SAMSUNG LCD & LED
too high 6% low 10% high 24%
resonable 60%
INFERENCE :
The majority of respondents say price is very reasonable, therefore it clearly proves that SAMSUNG Branded Products have been purchased in future also.
Page 57
TABLE 7 THE BELOW TABLE SHOWING THE SATISFACTION OF RESPONDENTS TOWARDS SAMSUNG LCD & LED
Sl.no
Satisfaction
No.of respondents
Percentage
Satisfied
65
65 %
05 % 2 Some what satisfied 05
30 % 3 Highly satisfied 30
TOTAL
100
100 %

From the above table the most of the respondents satisfaction towards SAMSUNG Products i.e. 65% concludes its satisfied, 30 % concludes its highly satisfied &5/a concludes its somewhat satisfied.
Page 58
CHART 7 The below showing the percentage of satisfaction of respondents towards SAMSUNG LCD & LED TV
SATISFIED SOME WHAT SATISFIED HIGHLY SATISFIED
INFENRENCE
Satisfied, Some What Satisfied ,Highly Satisfied.
The above graph shows that the majority of respondents has been satisfied by SAMSUNG LCD and LED.
Page 59
TABLE 8 The below table showing the problem face by the SAMSUNG LCD & LED consumers
Sl.no 1 2 Characteristics Yes no Total No of respondents 30 70 100 Percentage 30 % 70 % 100 %

The above table shows that 70% of the SAMSUNG LCD and LED users does not face any kind of problem with their LCD and LED. 30% of the SAMSUNG users says that they find some minor problem .
Page 60
CHART 8 The below chart showing the problems face by the SAMSUNG LCD & LED TV CONSUMERS
YES NO
INFERENCE : The above graph shows the level of problem faced by the SAMSUNG
LCD and LED consumers. Majority of respondents say that they have not faced any major problem.
Page 61
TABLE 9 The below table showing the expectations from dealers towards SAMSUNG LCD AND LED SL NO Characteristics No of respondents 1 2 3 4 Guarantee Discount Credit facility Home delivery Total 40 25 15 20 100 40 % 25 % 15 % 20 % 100 % Percentage
From the above table it indicates that 40% of the respondents expect from SAMSUNG dealers is Guarantee, 25% of the respondents expect Discounts. 15% of the respondents expect credit facility & remaining 20% expect Home Delivery.
Page 62
CHART 9 The below chart showing the percentage of expectations from consumers with dealer.
45 40 35 30 25 20 15 10 5 0 guarantee discount credit facility home delivery
Analysis of the chart

Home Delivery Credit Facility Discounts Guarantee It is observed from the above graph that the expectations of majority respondents is Guarantee from the dealers of SAMSUNG Products.
Page 63
TABLE 10 The below table showing the expectations towards guarantee on SAMSUNG LCD & LED TV
GUARANTEE SL.NO NO. OF RESPONDENTS percentage
3 years 1
30
30 %
5 years 2
50 50 %
More than 5 years 3
20
20 %
Total
100
100 %
From the above table it indicates that 30 % of the respondents expect 3Years Guarantee, 50 % expect 5Years Guarantee and remaining expect 5 &above Years of Guarantee.
Page 64
CHART 10 The below chart showing the guarantee expected form the respondents
50 45 40 35 30 25 20 15 10 5 0 3 years 5 year more than 5 years
ANALYSIS OF THE CHART
It is observed from the above chart that indicates that majority of the respondents expect 5 Years Guarantee on SAMSUNG LCD and LED.
Page 65
TABLE 11 The below table showing respondents SAMSUNG LCD & LED delivering value for money
Sl no 1 2
Characteristics Yes No Total
No. of respondents 95 05 100
Percentage 95 % 05 % 100 %

The above exhibits that the majority of the respondents,that is 95/a feels that their SAMSUNG LCD and LED delivers real value for money and remaining 5 % of the respondents feels that it does not deliver because of minor problems.
Page 66
CHART 11 the below chart showing the percentage of respondents on SAMSUNG LCD AND LED DELEVIRINF VALUE FOR MONEY
100 80 60 40 20 0 YES NO
ANALYSIS OF THE CHART The above graph found that the majority of respondents feels about their SAMSUNG LCD and LED deliver real value and worth for money .
Page 67
TABLE 12 The below table showing the respondents brand loyal towards the SAMSUNG LCD & LED TV.
Sl no 1 2 3 4 5
Characteristics Quality Price Brand image Guarantee Sales services Total
No of respondents 25 15 35 20 5 100
Percentage 25 % 15 % 35 % 20 % 05 %
From the above table it confirms that 25% of SAMSUNG LCD and LED buy due to Quality. 15% of the respondents due to reasonable price. 35% due to brand image.20% due to guarantee &remaining 5% due to sales service.
Page 68
CHART 12 The below chart showing the percentage of respondents prefer towards SAMSUNG LCD AND LED TV
40 35 30 25 20 15 10 5 0 QUALITY PRICE BRAND IMAGE GUARANTEE SALES SERVICES
INFERENCE
From the above graph it clearly confirms the SAMSUNG LCD and LED in quality, cost, brand image & also in drops down due to poor sales service. But from the above all the qualities e concluded by seeing the Brand Image.
Page 69
BIBILIOGRAPHY
Page 70
BIBLIOGRAPHY
Kotler, Philip, Kevin Lane Keller; Marketing Management, (2006), 12 Pearson Prentice Hall Donald R. Cooper ,Pamela S. Schindler; Business Research Methods,(2004), Tata Mcraw Hill
th
ed...
Page 71
ANNEXURE
Page 72
QUESTIONNAIRE
Name of the customer:Phone number:Q1) How long have you been associated with Samsung? a) b) c) d) Less than a year One to 3 years 3 to 5 years Above 5 year
Q2) How would you rate Samsung on the following Parameter? (Tick relevant Box)
Parameters Knowledgeable Sales Person Employees assistance is good Display of appliances in the outlets is attractive Availability of the product is there Wide variety of choice of appliances Appliances in good condition while purchase Prices offered are affordable Attractive
Strongly Agree Agree
Neither Disagree Strongly agree nor Disagree disagree
Page 73
Q3) Which is the major deciding factor which helped you in choosing Samsung over the competitors? a) b) c) d) e) Product quality and features Value for money Easy availability Customer support and warranty Others, Please mention
Q4) Are you aware of live chat facility with Samsung customer service? a) Yes b) No Q5) What is your overall opinion about Samsung ? a) b) c) d) e) Very good Good Neither good nor bad Bad Very bad
Q6) Would you recommend Samsung to others? a) Yes b) No c) May or may not Q7) Any suggestions and recommendations? -----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
*********THANKING YOU*********
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CONSUMER SATISFACTION

Samsung Home Appliance

GOVERNMENT BOYS COLLEGE KOLAR 563101 2013-14

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SIGNATURE OF THE GUIDE:

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FARAZ KHAN (11KEC18051)

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Sr. No. 1. 2. 3. 4. 5. Title Page

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CHAPTER-2 RESEARCH DESIGN

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TITLE OF THE STUDY

Population: All customers of Home appliances segment of Samsung in

TOOLS FOR ANALYSIS

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CHAPTER-3 COMPANY PROFILE

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Industry size, growth, trends

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COMPANY PROFILE History

2000-Present Pioneering the Digital Age

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Change : In todays fast-paced global economy, change is constant and

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Machinery and Heavy Industries

Industries Chemical Industries

Other Affiliated Companies

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PRODUCTS AND SERVICES

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1. Split Air conditioner

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2. Window Air Conditioner

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Eco Mark: Planet First Eco Sensor available

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Square Stand Type

AC100 - 240V 50 / 60Hz Power Supply

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Samsung UA40F5000AR Full HD LED TV

Samsung 5300 40 Fhd 3 Hdmi 2 Usb Smart Led

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Product description / spec

Television picture quality:

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Dolby Digital Pulse sound system. 2 x 10 watts RMS power output.

Energy efficiency information:

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