A STUDY ON CUSTOMERS SATISFACTION HCL

PUDUCHERRY

Project report submitted to the Thiruvalluvar University

in partial fulfillment of the requirement for the award of the degree of

MASTER OF COMMERCE

Submitted By

S.KUMARAN
[Reg. NO: 43017P09004]

Under the Guidance of

Mrs.B.HELEN PREETHA M.com.,M.Phil.,PGDDCA.

Assistant Professor,
 DEPARTMENT OF COMMERCE

SIDDHAR SIVAGNANI ARTS AND SCIENCE COLLEGE

BOMMAYAPALAYAM-605 104

(Affiliated to)

THIRUVALLUVAR UNIVERSITY, VELLORE-632 002

APRIL/MAY-2019

SIDDHAR SIVAGNAANI ARTS AND SCIENCE COLLEGE,

BOMMAYAPALAYAM
 DEPARTMENT OF COMMERCE

BONAFIDE CERTIFICATE

This is to certify that the project report entitled “A STUDY ON

CUSTOMER SATISFACTION ON HCL IN
PUDUCHERRY''. is a bonafide work done by S.KUMARAN [Reg. NO:
43017P09004] fulfillment for the award of Master of Commerce by Thiruvalluvar
University during the academic year 2017 –2018.

GUIDE HEAD OF THE DEPARTMENT

Submitted for Viva – Voice Examination held on _______________________

EXTERNAL EXAMINAR
 SIDDHAR SIVAGNAANI ARTS AND SCIENCE COLLEGE,
BOMMAYAPALYAM

DEPARTMENT OF COMMERCE
Mrs.S.ANURADHA

ASSISTANT PROFESSOR,
DEPARTMENT OF COMMERCE
SIDDHAR SIVAGNAANI ARTS AND SCIENCE COLLEGE

CERTIFICATE
This is to certify that the projec report entitled “A STUDY ON CUSTOMER
SATISFACTION ON HCL IN PUDUCHERRY Submitted in partial fulfillment of the
requirement for the award of degree of MASTER OF COMMERCE by
(S.KUMARAN) is based on the original work done by him for the Department of
Commerce, Thiruvalluvar University, and the report has not previously formed the basis
for the award of any Degree, Diploma, Associate Ship, Fellowship or any other similar
title and also that it represents entirely an independent work on the part of the candidate.

Place:

Date: (H.O.D of Commerce)

SIDDHAR SIVAGNAANI ARTS AND SCIENCE COLLEGE
BOMMAYAPALAYAM

DEPARTMENT OF COMMERCE

S.KUMARAN

II M.COM

DEPARTMENT OF COMMERCE
SIDDHAR SIVAGNAANI ARTS AND SCIENCE COLLEGE
BOMMAYAPALAYAM

DECLARATION

I hereby declare that the project titled “A STUDY ON CUSTOMER

SATISFACTION HCL IN PUDUCHERRY” Submitted in partial fulfillment of the
degree of MASTER OF COMMERCE in Thiruvalluvar University, is an
original work done by me and is based entirely on my own observation. The presented
here are true to the test of knowledge.

Place: Signature of the

Date:

ACKNOWLEDGEMENT
 I express my sincere thanks and deep sense of gratitude to our management of
Siddhar Sivagnaani Arts and Science College, Bommayapalayam, to provide
necessary and essential facilities to do this project report.

I extend my sincere and grateful think to our secretary Srimath Sivagnaana

th
Balaya Swamigal 20 Pontiff, Mailam Bommapura Adheenam to provide and
essential facilities to do this project report.

I extremely grateful to my Principal Dr. V.Vivekanandan, to provide

necessary and essential facilities to do this project.

I express my thanks and deep sense of gratitude to our Head of the Department, Prof.
Mrs.S.Anuradha, and Department of Commerce for providing us with an opportunity to
study and to do this report.

I express a deep sense of gratitude to my Guide Mrs.HELEN PREETHA

M.com.,M.Phil.,PGDCA Assistant Professor, Department of Commerce, for her
encouragement, support and guidance to complete this project work successfully.

I express my thanks to all my department faculties Department of Commerce for support and
guidance to complete this project work successfully.

I convey my heartiest thanks to Mr.S.DHANASURAJ, (MANAGING DIRECTOR) who

kindly granted permission to do this project work successfully.

Finally, I express my sincere thanks and deep sense of gratitude to my parents

and friends for giving timely advice in all the ways and in all aspects for doing the
project.

(V.SATHISHKUMAR)
 ABSTRACT

“A STUDY ON CONSUMER BEHAVIOUR IN PONDICHERRY

STATE WEAVER CO-OPERATIVE SOCIETY LTD., PUDUCHERRY” is
used to study the consumer BEHAVIOUR of the customers in the organization and
various factors.

The data were collected from both primary and secondary sources. The
primary data is collected from various consumers in PONDICHERRY STATRE
WEAVER`S CO-OPERATIVE SOCIETY, PUDUCHERRY” through questionnaire.
And I choose 100 as my sample.

The secondary data were collected from various journals, magazines, articles,
various sites and company records. The main objective of my study is to analyze the
factors that are used to improve consumer satisfaction level.
The study infers that most of the consumers are satisfied with their product
and also with various benefits given by the organization.

TABLE OF CONTENT

CHAPTER TITLE PAGE

NO. NO.
 INTRODUCTION
1.1 ELEMENTS OF CONSUMER BEHAVIOUR 3
1.2 PARTICIPANTS IN THE CONSUMER BUYING 3
PROCESS
1.3 INTRODUCTION TO THE STUDY 5
I 1.4 TITLE OF THE STUDY 5
1.5 SCOPE OF THE STUDY 5
1.6 OBJECTIVES OF THE STUDY 6
1.7 LIMITATIONS OF THE STUDY
6
1.8 NEEDS OF THE STUDY
6

INDUSTRY PROFILE 7
COMPANY PROFILE 13

II REVIEW OF LITRATURE 21

RESEARCH METHODOLOGY

3.1 RESEARCH-MEANING 27
3.2 RESEARCH DESIGN 27
3.3 NATURE OF DATA 28
III
3.4 PLACE OF STUDY 28
3.5 PERIOD OF STUDY 28
3.6 SAMPLING SIZE AND TECHNIQUE 29
3.7 STATISTICAL TOOLS USED 29

IV DATA ANALYSIS AND 32

NTREPRETATION

FINDINGS, SUGGESTIONS,
CONCLUSION
V
63
5.1 FINDINGS
67
5.2 SUGGESTION
68
5.3 CONCLUSION
BIBLIOGRAPHY

APPENDIX QUESTIONNAIRES
 LIST OF TABLES

TABLE NO. TITLE PAGE

NO.

4.1 AGE WISE CLASSIFICATION 33

4.2 GENDER WISE CLASSIFICATION 34

4.3 INCOME WISE CLASSFICATION 35

4.4 STATUS WISE CLASSFICATION 36

4.5 CLASSFICATION OF AWARE OF PONTEX 37

4..6 CLASSFICATION OF PREFERENCE OF ITEMS 38

4.7 CLASSFICATION OF REASONS FOR BUYING 39

4.8 CLASSFICATION OF REASON FOR PURCHASE 40

4.9 CLASSFICATION OF ACCOMPANIED TO SHOPPING 41

4.10 CLASSFICATION OF SATISFACTION OF PRICE 42

4.11 CLASSFICATION OF SATISFACTION OF DESIGN 43

4.12 CLASSFICATION OF MODE OF PAYMENT 44

4.13 CLASSFICATION OF PURCHASE FOR WHOLESALE 45

4.14 CLASSFICATION OF GETTING ANY DISCOUNT 46

4.15 CLASSFICATION OF PREFER TO PURCHASE 47

4.16 CLASSFICATION OF VISIT AGAIN TO PONTEX 48

4.17 CLASSFICATION OF RECOMMENDED TO PONTEX 49

 4.18 CLASSFICATION OF AWARE OF VISIT AGAIN 50

4.19 CLASSFICATION OF SATISFACTION LEVEL 51

4.20 CLASSFICATION OF OVER ALL EXPERIENCE 52

TABLE NO. TITLE PAGE

NO.

CLASSIFICATION OF TEXTILE PRODUCT PURCHASED 53

4.21 RECENTLY

CLASSIFICATION OF PURCHASE THE DRESSES ON

4.22 SPECIAL OCCASION 54

4.23 CLASSIFICATION OF PURCHASE IN PONTEX 55

CLASSIFICATION OF QUANTITY OF BUYING DRESS

4.24 WHILE PURCHASING 56

LIST OF CHART
TABLE NO. TITLE PAGE
NO.

4.1 AGE WISE CLASSIFICATION 33

4.2 GENDER WISE CLASSIFICATION 34

4.3 INCOME WISE CLASSFICATION 35

4.4 STATUS WISE CLASSFICATION 36

4.5 CLASSFICATION OF AWARE OF PONTEX 37

4..6 CLASSFICATION OF PREFERENCE OF ITEMS 38

4.7 CLASSFICATION OF REASONS FOR BUYING 39

4.8 CLASSFICATION OF REASON FOR PURCHASE 40

4.9 CLASSFICATION OF ACCOMPANIED TO SHOPPING 41

4.10 CLASSFICATION OF SATISFACTION OF PRICE 42

4.11 CLASSFICATION OF SATISFACTION OF DESIGN 43

4.12 CLASSFICATION OF MODE OF PAYMENT 44

4.13 CLASSFICATION OF PURCHASE FOR WHOLESALE 45

4.14 CLASSFICATION OF GETTING ANY DISCOUNT 46

4.15 CLASSFICATION OF PREFER TO PURCHASE 47

4.16 CLASSFICATION OF VISIT AGAIN TO PONTEX 48

4.17 CLASSFICATION OF RECOMMENDED TO PONTEX 49

4.18 CLASSFICATION OF AWARE OF VISIT AGAIN 50

4.19 CLASSFICATION OF SATISFACTION LEVEL 51

4.20 CLASSFICATION OF OVER ALL EXPERIENCE 52

 TABLE NO. TITLE PAGE
NO.

CLASSIFICATION OF TEXTILE PRODUCT PURCHASED 53

4.21 RECENTLY

CLASSIFICATION OF PURCHASE THE DRESSES ON

4.22 SPECIAL OCCASION 54

4.23 CLASSIFICATION OF PURCHASE IN PONTEX 55

CLASSIFICATION OF QUANTITY OF BUYING DRESS

4.24 WHILE PURCHASING 56

CHAPTER-I

INTRODUCTION

1.1 INTRODUCTION

In the current scenario, positive word of mouth plays an important role in promoting brands
and products. The needs and demands of the customers must be fulfilled for them to spread a
positive word of mouth. After sales service makes sure products and services meet or surpass
the expectations of the customers. After sales service includes various activities to find out
whether the customer is happy with the products or not. After sales service is a crucial aspect
of sales management and must not be ignored

Service Concept:

Service is a patch up activity to fulfil some one's need in the market. Service is something,
which can be experienced but cannot be touched or seen. Services offered by service providers
cannot be scen & touched, as they are intangible activities. Some of basic definitions of service
as defined by Management Gurus are "A service is any activity or benefit that one party can
offer to another which is essentially intangible and does not result in the ownership of
anything." By Kotler

1.1.1 Meaning of Service Quality:

Quality is a key requirement in every field. In terms of industrial growth plays an important role
and so should be understood and defined properly. Different management scholars in different
ways defines quality. But the basic concept remains same

1.1.2 Definition:

• "Continuously meeting agreed customer requirements at the lowest cost, by releasing

the potential of all employees."

• "Ensuring that the temporal relationships in the stream can be preserved"

Quality of Service is all about three things;

1. timeliness

2. volume

3. reliabilities

• The processes by which the products and services are made or offered throughout an
organization, in order to improve the products and services which are sold to customers

• 1.2 Need for the study

The purpose of the study is to identify the overall satisfaction and the expectations of the
customers. About the HCL computers products and its peripherals. Also to find the need and
expectation what customers feel of the computer parts of the HCL info systems.

1.3 Objectives
Primary Objective:
• To find out the satisfaction level of customers on using HCL computer products
• To find out the expectation and desire of the customers on the computer products of
HCL.

secoundary objective
• To find out the customers satisfaction on the quality of HÇL products.
• To find out the satisfaction level of customers on the wroth and life value of computer
parts of the HCL
• To find out the satisfaction level of customers on the customer service or after sales
service
• To infer the expectation of customers on the modification of HCL computer products.

1.3 scope for the future study

• The project throws light on the need for study on customers and distributors for the
marketing support by the company.
• The project was developed based on benefits of the organization to knovw about the
customer expectation and distributors thought and strength in marketing the product.
• It will be helpful for the Management to identify the needs and benefits of the
customers and distributors and to take decision to promote innovative marketing to
market the products and services.
• This project can be base for the students who are doing the project in the related area
and to the organization in viewing the worth of the marketing and the attitude of the
distributors.

Limitation of the study

• It can be used only when respondents are educated and co operating

• It is difficult to know whether willing respondents are truly representative

• This method is likely to be the slowest of all

 • The dusation period from (18.12.2018 to 18.1.2019 ) is the collection of date short
period.

CUSTOMER EXPECTATION AND PERCEPTION TOWARDS SERVICE

As per the gap model given by Persuraman&Zeithaml there exists a gap between the customer
perception & customer expectation. This gap is called as the customer gap Customer Expectation
represents the actual expected service & Customer Perception revels the actual received service.
Customer expectations are the standards against which the perceived services are checked in
order to assess the quality of a service. This basically gives what is expected & what is actually
received. If any difference exists between the expected service and actually received service then
that difference is called as a gap, which needs to be reduced.

SERVICE QUALITY

Service Quality Perception Expectation

Service is an intangible thing, which needs to be experienced before assessing it. Anything can
be measured by measuring their respective service attributes& factors. There are certain
Service Quality parameters as defined by the professional bodies in order to measure the
service quality of corresponding service sector.

Quality is a key requirement in every field. In terms of Industrial growth quality plays an
important role & so should be understood and defined properly. Different management Guru's
in different ways defines quality. But the basic concept remains same i.e. "Meeting to the Need
of Customer. In most generalized way the Quality term can be defined as "The inclusion of all
specified features and characteristics as defined for product or service and its ability to satisfy
the given needs as per the requirement of user whilc using it."A predictable degree of
uniformity & dependability to low cost and suited to the market (By Dr. Edward Deming)
"Quality is conformance to requirements." (Philips Crosby) "Quality is a degree to which a set of
inherent characteristics fulfills the requirements." I ISO 9000] Customer wants to avail different
services offered to them by service providers Delivered service will become as the Quality
Service if it meets the customer expectations. But customer expectation depends upon the
customer perception, which may differ from person to

As per Parasuraman, Zeithaml& Berry the service quality is defined as Service quality is nothing but the
difference between the service expectation & service actually received by the customer. Customer has
certain expectation about the service. If the customer experience the same service as they expect then
this difference will be zero and we can say that the service quality is very good. Higher the difference of
above equation lower will be the service quality. The customer perception is influenced by various
factors, which may result in change in service quality as well. Various such factors could be like: Age,
gender, Occupation, Global competition &Technological changes.

The perception of younger generation of service quality could be different from the older one. Similarly
a working corporate professional perception could be different from a businessperson or from a
housemaid. That is why the perception should be taken into consideration by service providers to meet
the customer requirements.

MEASURING THE SERVICE QUALITY

Measuring could be done Qualitatively or Quantitatively. Anything can be measured by

evaluating the related factors& respective attributes. Considering various related attributes we
can monitor the Service quality. Atributes needs to be measured to get the quality. Quality
measurement is concerned with the observed value for some service attributes & then by
comparing these values against standards, it is possible to get the quality status of respective
product or process. A number of large companies have introduced the quality metrics for
improving the quality management processes. In general by collecting metrics on several
attributes and defects, the entire Quality Management Process can be improved because
metrics may help to identify the strong& weak attributes. ous related attributes we

By improving the weak area(s) companies can improve the quality. A metric is a type of
measurement, which relates to a system, process or related documentation. The use of
systematic service measurement and carcful monitoring of metric definitely can improve the
overal service quality. In terms of cellular mobile services, various service providers who
provide cellular services are assessed with respect to the process metrics parameters. Service
providers give cellular services like customer care, data transmission, multimedia service, billing
service etc. to their customer. They measure the quality of service given by them to customer in
terms of service parameters. Various general service parameters are like reliability, usability,
efficiency, portability. Quality Metrics is designed against such parameters Specific to cellular
mobile services the Quality Metrics includes following factors & attributes, which affects the
service quality.

SERVICE QUALITY & CUSTOMER SATISFACTION

Service Quality and customer satisfaction are two closely related terms. Service quality can be
assessed in two ways

1) Is it meeting to standard?

2) Is it satisfying the customer?

As defined by Oliver "Satisfaction is the consumer's fulfillment response. I is a judgment that a

product or service feature, or the product or service itself, provides a pleasurable level of
consumption-related fulfillment."14 Customer satisfaction is related with the type of service
quality, if the quality of service provided by the service provider is good then this leads to the
higher customer satisfaction. As defined by Parasuraman, Zeithaml& Berry the service quality
depends upon customer perception & customer expectation. For measuring the service quality,
it is necessary that the service provider with respect to the customer expectation as well as the
customer perception should understand the service quality parameter.This will help in getting
the better service quality and hence higher level of customer.

Service Quality Customer Satisfaction Customer Expectation Customer Perception Service

Reliability - Assurance-Fault repairing Complaints handling. Billing- Customer care QoS
Parameters the customer expectation with reference to various service quality parameters
differs from person to person. Such change in perception can affect the customer satisfaction.
Quality is defined, as meeting customer needs. Meeting customer needs requires that those
needs be understood VOC "Voice of Customer" is one of the ways for understanding the
customers need& so measuring the service quality. The "voice of the customer" is the term
used to describe the stated and unstated customer needs or requirements.

QUALITY METRICS

Attributes needs to be measured to get the quality. Quality measurement is concerned with
calculating some value for related service quality attributes. By comparing these values against
standards, it is possible to get the quality status of any process. Quality Metrics are basically
defined for improving the quality management processes. Metri collecting the observed values
of Quality of Service atributes. Metrics can be classified in two broad categories : the product
metrics & the process Metrics. But as per the basic definition th service quality is associated
with the customer satisfaction. And so quality metrics can be classified as: Mean Time to
Failure, Mean Time to Repair, Customer Complaints&Customer Satisfaction Metrics. Service
Quality Metrics of mobile services can be designed by observingthe experienced service on
mobile service parameters. Customer Satisfaction is often measured by customer survey.
Through survey the data can be collected on five-point scale against the service parameters.
This gives actual customer experience against those service parameters. The overall Service
Quality Satisfaction of mobile services is usually obtained through various methods of customer
surveys. Based on the five-point-scale data, metrics can be constructed like (1) Percent of
completely satisfied customers with respect to all parameters of services. (2) Percent of
partially satisfied customers (3) Percent of neutral customers (4) Percent of dissatisfied
customers (dissatisfied and completely dissatisficd) (5) Percent of non-satisfied In addition to
forming percentages for various satisfaction or dissatisfaction categories, the weighted index is
used to get the Overall Satisfaction Index.

CHAPTER-2

REVIEW OF LITERATURE

Atkinson (1988)
 The vital role of customers satisfaction and objectives factors for applying to the
hospitality industry, cleanliness, security, value for money and courtesy of staff determine in
customer satisfaction

Barsknd labagh (2002)

Explore the employee attitude, location and timelines of the staff quality, value are the top
determination .

oliver (2010)

the most widely accepted conceptualization of the customers satisfaction concept is the
expectancy , the satisfaction level is a result of the elifference between expected and perceived
performance.

Dimitriades, (2011)

interactive service quality Interactive service quality requises the simultaneous consideration of
the service providers perspectives and the service receivers perspective. the study was
conducted in the swedish HCL industry and focusedon the issues of interactive service quality
between distributor and a selecation of its most important suppliers. the major contribution of
the research provide an on- the-spot account intereative service quality.

sheela kapils (2013)

Buying behaviour of the series action groups, and organization go through the process of
selecation , service disposing off the goods and services which in fluence the buying behaviour
of the customers

Singha (2014)

the factors impacting customer satisfaction in HCL and analysis their effects the level of
customers satisfaction through a regression analysis. the primary contribution of their study
was the analysis and resulting insights on the factors inpacting customers satisfaction
patra(2015)

Examined the factors of after sales service, which effect custmers satification in the HCL
markat. after sale services was determined through delivery , installation and warranty. the
consumers in fluences their buying behaviour and significant on the satisfation level.

meeran (2015)

Eraluate the success of plans once they have been put into place. this is done by measuring
actual improvement in operations and customers satisfaction.

CHAPTER-3

PROFILE OF THE ORGANIZATION

INTRODUCATION
3.1 Hindustan Computers Limited

HCL is an Indian group company that focuses on global technology and IT enterprise services.
Today, also known as HCL Enterprise, the company is a holding company that comprises two
publicly listed Indian companies, HCL Technologies and HCL Info systems. HCL was founded in
1976 by Shiv Nadar,

Ajai Chowdhry and four of their collengues. HCL was focused on addressing the IT hardware
market in India for the first two decades of its existence with some sporadic activity in the
global market. In 1981, HCL seeded a company focused on addressing the computer training
industry, NIIT, though it has currently divested its stake in the company in 1991, HP took
minority stake in the company (26%) and the company was known as HCL HP for the five years
of the joint venture. On termination of the joint venture in 1996, HCL was split as HCL
Technologies (to address the global IT services market) and HCL Infosystems (to address the
Indianand APAC IT hardware market). HCL has since then operated as a holding company.

3.2 History

In 1976, Nadar quit a executive job with Delhi Cloth Mills (DCM) along with five of his friends to
start a new company, Micro comp Limited. The focus of the company was design and
manufacturing of scientific calculators. The venture provided its founders money to start a
company that focused on manufacturing computers.

The company was renamed as Hindustan Computers Limited (HCL)and received support from
the Uttar Pradesh government to setup their manufacturing in Noida. The founders put
together Rs 2 million in the venture. In 1981, NIIT was started to cater to the increasing demand
in computer education. By early 2000s, Nadar divested his stake in this venture.

Government policy shaped HCL, as was the case with all Indian companies of those cras. In
1977, policies of Indian industries minister George Fernandes meant that globa giants like IBM
left India creating a major void in the computers industry (even Coca-Cola left India during this
time frame opposing the policies of the minister). HCL designed and shipped micro computers
to address this gap, around the same time Apple introduced personal computers in USA. HCL
had many more accomplishments in the next half decade, introducing 16 bit processor
computer in 1981 and relational data based management system, networking operating system
and client server architecture solutions by 1983. In the last days of Indira Gandhi government, a
radical policy shift changed the landscape of the computer industry by permitting the import of
technology. HCL utilized the opportunity to launch its first brand of personal computers. By
1986, HCL became the largest IT Company in India. When Man Mohan Singh opened the Indian
economy in 1991 as the Finance minister, HCL entered into a partnership with HP to form HCL
HP Limited HP picked up 26% stake in the company to leverage on HCL's sales and distribution
channels to sell its products in India as well as utilize the R&D team of HCL to customize its
products to the Indian environment. In 1994, HCL HP looked beyond PCs and tied up with Nokia
for mobile phone distribution and Ericsson for telephone switch distribution.

HCL had always tried to address the global market and initially with mixed results. In 1979, the
company set up a subsidiary in Singapore- Far East Computers focused on selling its computer
products in the APAC region. In 1989, on the basis of a joint study with McKinsey, HCL ventured
into the US computer market with SCI roped in as manufacturing partners. HCL America was
born but in the words of the founder, "the project fell flat on its face". HCL had failed to follow
a very crucial step necessary to enter the US market, the computers didn't get

environmental clearances.

By 1996, Nadir realized that fellow Indian companies, TCS, Wipro and Infosys, hadsuccessfully
entered the global software services market and realized the immense opportunity. When the
partnership of HCL HP was ended in 1996, HCL was split into two companies HCL Technologies
and HCL Info systems. HCL Technologies was created from the R&D division of erstwhile HCL HP
and was tofocus on providing third party engineering and software services to global companies
while HCL Info systems would focus on manufacture and sale of computer hardware in the
Indian market.
3.3 HCL Technologies

HCL Technologies is India's fourth largest Indian IT Services companies, providing software-led
IT solutions, remote infrastructure management services and BPO. Having made a foray into
the global IT landscape in 1999 after its IPO, HCL Technologies focuses on Transformational
Outsourcing, working with clients in areas that impact and re-define the core of their business.
The company leverages an extensive global offshore infrastructure and its global network of
offices in 16 countries to deliver solutions across select verticals including Financial Services,
Retail&Consumer, Life Sciences Aerospace, Automotive, Semiconductors, Telecom and MPE
(Media Publishing &Entertainment). For the quarter ending 3 1st December 2006, HCL
Technologies, along with its subsidiaries had revenue (TTM) of US S 1.155 billion (Rs. 5220
crore) and employed more than 38,000 professionals.

3.4 HCL Info systems Ltd

HCL info systems Ltd, a listed subsidiary of HCL, are an India-based hardware and systems
integrator. It claims a presence in 170 locations and 300 service centers. Its manufacturing
facilities are based in Chennai, Pondicherry and Uttarakhand and the company is
headquartered in Noida.

3.5 Quality at HCL Info systems Ltd:

The history of structured quality implementation in HCL info systems began in the late 1980s
with the focus on improving quality of its products by using basis QC tools and Failure Reporting
and Corrective Active Systems (FRACAS). We also employed concurrent engincering practices
including design reviews, and rigorous reliability tests to uncover latent design defects.
In the early 90s, the focus was not merely on the quality of products but also the process
quality systems. Our manufacturing unit at NOIDA was certified initially to ISO 9002:1994 by
Bureau Veritas Certification in 1994 and later on to ISO 9001:1994 in 1997. As of now, all our
manufacturing units are certified by Bureau Veritas Certification as per ISO 9001:2000 and ISO
14001: 2004 In carly 1995, a major quality initiative was launched across the company based on
Philip B. Crosby's methodology of QIPM (Quality Improvement Process Management). This
model was selected to because it considered the need and commitment by an organization to
improve but more importantly, the individual's need towards better quality in his personal life.

Under our Quality Education System program, we train our employees on the ality Education
System program, we train our employees on the basic concepts and tools of quality . A number
of improvement projects have been undertaken by our employees, where by processes
deficiencies and bottlenecks are identified, and corrective ction projects (CAPs) are undertaken.
this reduces defect rates and improves cycle times in various processes, including personal
quality.

we have received MAIT's' Level 2 recognition for Business Excellence' for our initiatives in the
information Technology industry, adding another commendation to our fold. MAIT's Level 2
recognition is based on the 'European Foundtion for quality management' (EFQM), for gainig
quality leadership and buiness competitiveness.

our certificatins /awards in 2003 include ISO 9001-2000 by Bureau Veritas Certificasion for Info
Stracture Services and award of First Prize by ELCINA Componemt Iodastries Associatsion) for
Quality. 2002-03. The ELCINA award criteria cocsider two aspects. (1) Enablers (Leadership &
Management coit Resource Mamgement, Product Realization, Measurement Analysis &
Inprovemet) and Resuts (Product Quality, Customer/Stake holder satisfaction of business
result) . The continuous quality improvement is never-ending in HCL Info systems. We always
strive to maintain high quality standards, which help us fulfill our mission to provide world-class
information technology solutions and services, to enable our customers to serve their
customers better.

3.6 Awards and accolades

• An HCL Info system has been voted as the No 1 pc vendor consecutively for last five
years by IDC Dataquest.

• HCL info system was recently awarded the DAQ channels Choice Gold A ward for the
after sales support. The awards are determined on the basis of a survey by DQ channels
IDC India amongst channel community in 15 cities of the nation

• HCL info systems was ranked amongst the top 13 compaines India 100 most valuable
brands by Planman consulting&ICMR research

• HCL business service (BSERV) wins the BPM Asia Master award at the BPM Asia
conference 2018

• ISG (information seniors group) Awards Europe 2018

CHAPTER 4

RESEARCH METHODOLOGY

3.1 Research:
 Research is a process in which the researcher wishes to find out the end result for a given
problem and thus the solution helps in future course of action. The research has been defined as
“A careful investigation or enquiry especially through search for new facts in any branch of
knowledge.

3.2 Research Methodology

The procedure using, which researchers go about their work of describing, explaining
and predicting phenomena, is called Methodology. Methods compromise the procedures used for
generating, collecting and evaluating data. Methods are the ways of obtaining information useful
for assessing explanations.

3.3 Type of Research

The type of research used in this project is descriptive in nature. Descriptive research is
essentially a fact-finding related largely to the present, abstracting generations by cross sectional
study of the current situation. The descriptive methods are extensively used in the physical and
natural science, for instance when physics measure, biology classifies, zoology dissects and
geology studies the rocks. But its use in social science is more common, as in socio economic
surveys and job and activity analysis.

3.3.1 Descriptive research aims at,

*To portray the characteristics of a particular individual situation, or group

(with or without specific initial hypothesis about the nature of these characteristics).

*To determine the frequency with which something occurs or with which it is associated
with something else (usually, but not always, with a specific initial hypothesis).

*The descriptive methods have certain limitations; one is that the research may make
description itself an end itself. Research is essentially creative and demands the discovery of
facts on order to lead a solution of the problem. A second limitation is associated whether the
statistical technique dominates. The desire to over emphasis central tendencies and to fact in
terms of average, correlation means and dispersion may not always be either welcome. This
limitation arises because statistics, which is partly a descriptive tool of analysis, can aid but not
always explain casual relations.

3.3.2 Design of Descriptive Studies

Descriptive studies aim at portraying accurately the characteristics of a particular group

or solution. One may under take a descriptive study about the work in the factory, health, safety
and welfare. A descriptive study may be concerned with the right to strike, capital punishment,
prohibition, etc.

A descriptive study involves the following steps:

• Formulating the objectives of the study.

• Defining the population and selecting the sample.

• Designing the method of data collection analysis of the data.

• Conclusions and recommendations for further improvements in the practices.

3.4 Description of statistical tools used: Percentage
method

3.4.1 Percentage Method

In this project Percentage method test was used.

Formulae

No of respondents

Percentage of respondents = _________________ X100

Total no of percentage

3.4.2 chi-square
In this project chi-square test used this is analyis of technique,which analysed the stated data in
the project. if analysis the assumed data and calculated in the developed satisfaction chi-
square,symbolically written 8 (pronounce as ki-square) is a statistical measure used in the
context of sampling analysis for comparing vrious to a theoretical variance
Formula = x2 = (O-E)2
E
O = Observed frequency
E = expected frequency
3.5 Data Collection Method:

Survey method is considered the best method for data collection of data and the tools
used for data collection are Questionnaire. This method is quite popular particularly in case of
big enquires. Private individuals, research works, private and public organizations and even
government are adopting it.

In this method a questionnaire is sent to the persons concerned with a request to answer
and return the questionnaire. A questionnaire consists of a number of question involves both
specific and general questions relating to customers and showroom distributors of HCL info
systems.

3.6 Benefits availed through this method

• There is low cost even when the universe is large and is widely spread geographically.

• It is free from the bias of the interviewer; answers are in respondents own words.

• Respondents, who are not easily approachable, can also be reached conveniently.

• Large samples can be made use of and thus the results can be made more dependable &
reliable.

• Respondents have adequate time to give well thought out answers.

3.7 Limitations of this system

• It can be used only when respondents are educated and cooperating.

• It is difficult to know whether willing respondents are truly representative.

• This method is likely to be the slowest of all.

3.8 Sources of Data:

The two sources of data collection are namely Primary & Secondary.

3.8.1 Primary Data

Primary data are fresh data collected through survey from the customers using the
questionnaire. Questionnaire helps to recognize the customers and distributors perception
regarding the computer parts of HCL Info systems and to find out their expectations and
improvement methods on the products

3.8.2 Secondary Data

Secondary data are collected from books internet and various journals, magazines etc.
regarding the customer satisfaction and distribution.

3.9 Research design:

Research design is the specification of the method and procedure for acquiring the
information needed to solve the problem. The research design followed for this research study is
descriptive research design where we find a solution to an existing problem. The problem of the
study is to find out the “satisfaction level of customers and expectation of customers of HCL and
the value of the showroom distributors of HCL Info systems.”

CHAPTER 4

DATA ANALYSIS AND INTERPRETATIO

(CUSTOMER)
Topic: 5.1 Duration of usage of HCL computers

Table: 5.1

Sl.No Period of usage No of Percentage of

respondents respondents
1 0-1 22 40
2 1-3 18 28
3 3-5 06 08
4 <5 04 04
Total 50 100
Chart: 5.1

Source: Primary data From the above table it is inference that 40% (22 respondents) of the
customers using for 1year and above. 28% (18 respondents) of the customers using for 1-3 years.
8% (6 respondents) are using for 3-5 years. Remaining 4% (4 respondents) of the customers
using for above 5years.

Topic: 5.2 Customer’s intention on the quality of the product

Table: 5.2

Sl.No Quality of the Product No of the Percentage of

respondents respondents
1 Excellent 20 40
 2 Very Good 14 28
3 Good 12 24
4 Satisfaction 04 08
Total 50 100

Chart 5.2

Chart 5.2

Source: Primary data

From the above table it is inference that 40% (20 respondents) of the customers feels that HCL
products was excellent. 28% & 24% of the customers said that the quality was very good and
good. And remaining 8% (4 respondents) of the customers are satisfied in the quality of the
product.

Topic: 5.3 Customer view on the price of the product

Table: 5.3

Sl.No Price No of respondents Percentage of

respondents
 1 Affordable 26 52
2 High 10 20
3 Low 14 28
Total 50 100

Chart: 5.3

Source: Primary data

From the above table it is inferred that 52% (26 respondents) of the customers said that the
product price is affordable to purchase. 28% (14 respondents) feels product price is high. And
remaining 20% (10 respondents) feels product price is low.

Topic: 5.4 Satisfaction of the customer regard the value of the product
Table: 5.4

Sl.No Satisfaction regards value No of respondents Percentage of

respondents
 1 Highly satisfied 16 32
2 Satisfied 14 28
3 Dissatisfied 12 24
4 Highly dissatisfied 8 16
Total 50 100

Chart: 5.4

Source: Primary data

From the above table it is inferred that 32% (16 respondents) of the customers highly satisfied.
28% (14 respondents) of the customer satisfied in the value of the product. Remaining 24% (12
respondents) of the customer dissatisfied and 16% of (8 respondents) of the customer highly
dissatisfied in the value of the product.

Topic: 5.5 Satisfaction level of the customers regards the packages and
software’s installed on buying.

Table: 5.5
Sl.No Satisfaction regards value No of respondents Percentage of
respondents
1 Highly satisfied 20 40
2 Satisfied 18 36
3 Dissatisfied 08 16
4 Highly dissatisfied 04 08
Total 50 100

Chart 5.5

Source: Primary data

From the above table it is inferred that 40%(20 respondents) &36% (18 respondents) of the
customers are highly satisfied and satisfied upon the packages and software’s installed .16% (8
respondents) of the customers are dissatisfied and 8% of (4 respondents) of the customers are
highly dissatisfied in the regards of the package and software installed.

Topic: 5.6 Customer level on the service by the distributors

Table: 5.6
 Sl.No Satisfaction regards value No of respondents Percentage of
service respondents
1 Highly satisfied 14 28
2 Satisfied 18 36
3 Dissatisfied 12 24
4 Highly dissatisfied 06 12
Total 50 100

Chart: 5.6

Source: Primary data

From the above table it is inferred that 28% (14 respondents) &36% (18 respondents) of the
customers are highly satisfied and satisfied on the customers service by the distributors.
Remaining 24% (12 respondents) of the customers dissatisfied and 12% (6 respondents) of the
customers are highly dissatisfied by the service given by the distributors.

Topic: 5.7 Satisfaction level of customer regards warranty period an

troubleshooting service by the showroom distributors.
Table: 5.7
 Sl.No Satisfaction on warranty No of respondents Percentage of
service respondents
1 Highly satisfied 18 36
2 Satisfied 20 40
3 Dissatisfied 08 16
4 Highly dissatisfied 04 08
Total 50 100

Chart: 5.7

Source: primary data:

From the above table it is inferred that 36% (18 respondents) & 40% (20 respondents) of the
customers are highly satisfied and satisfied on the customers warranty period and trouble
shooting. Remaining 16% (8 respondents) of the customers are dissatisfied and 8% (4
respondents) of the customers are highly dissatisfied in the customer warranty period and
troubleshooting service render by the showroom distributors.

Topic: 5.8 Customer thought about the performance of the product in

warranty period.
Table: 5.8
Sl.No Performance of the product No of Percentage of
respondents respondents
1 Excellent 18 36
2 Very Good 14 28
3 Good 10 20
4 Satisfaction 08 16
Total 50 100

Chart: 5.8

Source: Primary data

From the above table it is inferred that 35% (18 respondents) of the customers feels that
warranty period was excellent. 28% (14 respondents) & 20% (10 respondents) feels it is good.
And remaining 16% (8 respondents) feels satisfaction upon the warranty provided by the HCL.
Topic: 5.9 Customer’s expectation on the development of the computer
among following
Table: 5.9
 Sl.No Expectation on development No of respondents Percentage of
respondents
1 Design 22 46
2 Power 18 36
3 More memory power 10 18
Total 50 100

chart: 5.9

Source: Primary data

From the above table it is inferred 46% (22 respondents) expect design in the computers.
36% (18 respondents) are suggested that the battery power in the HCL product should be
increased. Remaining 18% (10 respondents) suggested more memory power in the HCL.

Topic: 5.10 Level of recommendation to the friend or relatives by the

customer.
Table: 5.10

Sl.No Level of recommendation No of respondents Percentage of

respondents
1 Excellent 16 32
2 Very good 20 40
3 Good 08 16
4 Satisfaction 06 12
Total 50 100

Chart: 5.10

Source: Primary data

From the above table it is inferred that the 32% (16 respondents) recommending the HCL
product is excellent. 40% (20 respondents) are said very good and good. And remaining 12% (6
respondents) said that the product is satisfaction and recommend to friends and relatives.
Topic: 5.11 Customer intentions on repurchasing of product and service of the
HCL
Table: 5.11

Sl.No Level of repurchase No of Percentage of

respondents respondents
1 Excellent 12 24
2 Very good 26 52
3 Good 08 16
4 Satisfaction 04 08
Total 50 100

Chart: 5.11

Source: Primary data

From the above table it is inferred that 52 %( 26 respondents) are feeling very good in
repurchasing of the product. 24% (12 respondents) are feeling excellent and 8 % (4 respondents)
are satisfied in the level of repurchase of product and service of the provided HCL computer.

Topic: 5.12 Level of satisfaction of the company regards its customer

service.
Table: 5.12
 Sl.No Satisfaction on customer No of respondents Percentage of
service respondents
1 Highly satisfied 14 28
2 Satisfied 18 36
3 Dissatisfied 10 20
4 Highly dissatisfied 08 16
Total 50 100

Chart: 5.12

Source: Primary Data

From the above table it is inferred that 36% (18 respondents) & 28% are satisfied in service 28%
(14 respondents) of the customers are satisfied in the customer service given by them company.
20% (10 respondents) are dissatisfied and 16% (8 respondents) are highly dissatisfied on the
company is customer service.

Topic: 5.13 Customer grading the HCL computer among competitive

products.

Table:5.13
 Sl.No Customer grade among No of respondents Percentage of
competitive products respondents
1 Top 18 36
2 Average 14 28
3 Low 10 20
4 No command 8 16
Total 50 100

Chart: 5.13

Source: Primary data

From the above table it is inferred that 36% (18 respondents) of the customers are grading the
HCL to the top level. 28% (14 respondents) of the customers rating average for the HCL
company product. 20% (10 respondents) of the customers rating low. And remaining 16% (8
respondents) of the customers did not give any comments regarding HCL.

Topic: 5.14 On-line help from the company or distributors availability.

Table: 5.14
 Sl.No On-line support No of respondents Percentage of
respondents
1 Yes 20 40
2 No 30 60
Total 50 100

Chart:5.14

Source: Primary data

From the above table it is inferred that all the 60 % (20 respondents) of the customers availing
the on-line help from their distributors. And 40% (30 respondents) of customers are not getting
on-line support.

Topic: 5.15 Grading the quality of on-Line help from the distributors to the
customer.

Table: 5.15
 Sl.No Quality of on- line service No of respondents Percentage of
respondents
1 Excellent 12 24
2 Very good 26 52
3 Good 08 16
4 Satisfaction 04 08
Total 50 100

Chart: 5.15

Source: Primary data

From the above table it is inferred that online provided is 24% (12 respondents) of the
customers said that quality of the on-line service was excellent. 52% (26 respondents) of the
customer said very good 16% (8 respondents) said good and 8% (4 respondents) said that they
are satisfied from distributors through on-line.

CHAPTER 6

6.1 Finding of the study

• Most of the customers are highly satisfied on preferring HCL computers.

• Majority of HCL customers are Government offices and departments.
• Most of the customers are feeling excellent on the quality of HCL computer products.
• Most of the computer products of HCL are supplied through the wholesalers to the
distributors.

• Most of the customers grade HCL computer products are excellent when compared with
other products.
• 72% of the customers expect to increase the features of the product, and also expect the
company to advertise the product.
• Half of the respondents bought before a year and 35% using for 3 years.
• Most of the customers feel that the HCL products are excellent in quality and very good.
• Majority of the customers said that the product price is affordable to purchase.
• Most of the customers are highly satisfied and satisfied on the value of the product
• Most of the customers are at highly satisfaction level and the satisfaction level on the
packages and software’s installed on buying.
• Most the customers are at the highly satisfaction level and the satisfaction level of the
customer service by the HCL company
• Most the customers are in highly satisfaction level and the satisfaction level of the
warranty period service and troubleshooting experience by the executives.
• Majority of the customers thought that the performance of the product in the stipulated
period is excellent and very good.
• Most of the customers thought that the development to be made on the design and power
of the product.

• Most of the customer’s intentions about recommending the product to their friends or
relatives are in excellent and very good level about the computer efficiency.
• Majority of the customers are highly satisfied on Excellency and very good of the product
to the purchase.
• Majority of the customers are highly satisfied on the customer service by the company.
• Most of the customers are in the range of high and average rating for the HCL company
products among the competitive products.
 • 35% of the customers availing the on-line help from their distributors and 65% of
customers are not getting on-line support.

• The on-line help provided is excellent and very good among the customers those are
getting and few distributors are providing good on line support.

Suggestion and recommendations

• customers expect the product development in design,power where the

innovative ideas like fixing the camera inside the monitor like mobiles

• advertisment is the simple way to attract the customers towards HCL

products

• power system ,adding quality which save the life of the product

• saving capacity of the system should be added to save more files and
documents

• can give inbuild application to run the system in high end.

• touch screen monitor should be made s an advance system support

• the service center can be opned high for the customers.

6.1 CONCLUSION

After the study on the customers of the HCL info systems ltd, I conclude that the customers
of my respondents are highly satisfied on the computer product of the organization. And hereby
there is some expectation from the customers from the company which is to provide a marketing
support to both of them.

To compete in the hi-tech world the company should move on to take some innovative risk
and decisions to make them a leader among the competitors. The project clearly indicates that
quality is excellent and the customers are satisfied on the product and our organization should
keep the customers in same position by providing very good customer service and the excellent
support .

QUESTIONNAIRE-2

(For customers)
1. NAME :

2. AGE :

3. INCOME:

A.< Rs8000 B. 8000-15000 C. >15000

4. How long you are using HCL computer?

A. <1 B. 1-3 years C. 3-5 year D. < 5 years

5. What do you feel about the quality of HCL computer?

A. Excellent B. Very Good C. Good D. Satisfactory

6. What do you feel about the price of the product with regards quality?

A. Affordable B. High C. Low D. No comments

7. How would you rate your level of satisfaction with HCL products in regards to value?

A.Highly satisfied B. Satisfied C. Dissatisfied D. Highly dissatisfied

8. Are you satisfied on the packages and software’s installed on buying?

A. Highly satisfied B. Satisfied C. Dissatisfied D. Highly dissatisfied

9. Are you satisfied on the customer service given by the showroom Distributors?

A. Highly satisfied B. Satisfied C. Dissatisfied D. Highly dissatisfied

10. Are you satisfied on the warranty period service and the trouble shooting

or problem solving by the service executives?

A. Highly satisfied B. Satisfied C. Dissatisfied D. Highly dissatisfied

11.What do you feel about the performance of the HCL computer products in the Warranty
period?

A. Excellent B. Very Good C. Good D. Satisfactory

A.What is the development you expect in the computers?

 A. Design B. Power C. More memory capacity D. Others
12. How likely are you to recommend HCL products to a friend or relative?

A. Excellent B. Very Good C. Good D. Satisfactory

13. How likely are you to repurchase products and services from HCL distributors?

A. Excellent B. Very Good C. Good D. Satisfactory

14.How would you rate your level of satisfaction with HCL in regards to Customer service?

A. Highly satisfied B. Satisfied

C. Dissatisfied D. Highly dissatisfied

15. Among the other computer products, how you differentiate HCL products by grading.

A. Excellent B. Average C. Moderate D. No command

16. (A) Whether you are availing On-Line help from HCL company / Distributors?

A. YES B. NO

(B) If yes, classify the Quality of help rendered by HCL?

A. Excellent B. Very Good C. Good D. Satisfactory

17.Overview of the HCL product_______________________________________________

________________________________________________________________________
 ANNEXURE 2

BIBLIOGRAPHY

BOOKS

Philip kotler, MARKETING MANAGEMENT

Website
www.google.com
WWW.HCL.COM
www.wikiepidiea.com
www.encyclilopedia.com