Udhyakumar 511918631044

A STUDY ON CUSTOMER SATISFACTION TOWARDS R CUBE
ELECTRIC PRIVATE LIMITED BANGALORE

BY
D.UDHAYAKUMAR
REG NO: 511918631044
A PROJECT REPORT
Submitted to the
FACULTY OF MANAGEMENT SCIENCES
In partial fulfillment of the requirement
For the award of the degree
MASTER OF BUSINESS ADMINISTRATION
IN
FINANCE AND MARKETING
ANNA UNIVERSITY
CHENNAI-600025
JUNE-2020
1
BONAFIDE CERTIFICATE
Certified that this project report titled “A STUDY ON CUSTOMER SATISFACTION

TOWARDS R CUBE ELECTRIC PRIVATE LIMITED BANGALORE” is the bonafide work
of Ms. D. UDAYAKUMAR Reg.no 511918631044, who carried out the work under my guidance.
Certified further that to the best of my knowledge the work reported here in does not form part
of any other project or dissertation on the basis of which a degree oraward was conferred on
occasion on this or any other candidates.
FACTULTY GUIDE HEAD OF THE DEAPARTMENT
Submitted for project and viva-voice examination held on …………………………..
INTERNAL EXAMINER EXTERNAL EXAMINER
2
DECLARATION
I D. UDHAYAKUMAR, Reg.No.511918631044bonafide student of Department of
Management Studies Priyadarshini Engineering College, Vaniyambadi would I like to declare that
the project work titled “A STUDY ON CUSTOMER SATISFACTION TOWARDS R CUBE
ELECTRIC PRIVATE LIMITED BANGALORE”. Is an original work done by me submitted
in partial fulfillment of the award of “Master of Business Administration” of Anna University,
Chennai.
Date:
Place: Signature:
(D.UDHAYAKUMAR )
(511918631044)
3
R CUBE ENERGY MANAGEMENT & AUTOMATION SOLUTIONS (P) Ltd
CERTIFICATE FOR COMPLETION OF PROJECT
This is to certify that Mr./Ms. D.UDHAYAKUMAR, a student of MASTER OF BUSINESS

ADMINISTRATION in PRIYADARSHINI ENGINEERING COLLEGE, VANIYAMBADI. has
successfully completed a project titled “A STUDY ON CUSTOMER SATISFACTION TOWARDS R’
CUBE ELECTRIC PRIVATE LIMITED BANGALOR ” under the guidance of MR.R.JAYAKUMAR.
DIRCTOR-TECHNICAL For a period from 06 / 01 / 2020 to 30 / 04/ 2020
Issued by
Mr.R.Jayakumar. Director-Technical
R Cube Energy Management &
Automation Solutions (P) Ltd
RCUBE ELECTRIC PRIVATE LIMITED
CIN NO.U31104KA2010PTCO53900
#138\B,Behind BDA Complex,1st Block
, Nagarabhavi 2nd stage, Bangalor
e- 560072.Tel:+918023212323
4
ACKNOWLEDGEMENT
I respect and thank Dr.K.Vijayaraj M.E., Ph.D., Principle of Priyadarshini

Engineering College, vaniyambadi for providing me an opportunity to do the project
work in R CUBE ELECTRIC (P) Ltd and giving all support and guidance which made
me complete in this project.
I owe my deep gratitude to Ms. Dr.G.Shoba M.B.A., Ph.D., Head of the

Department in Priyadarshini Engineering College, vaniyambadi who took keen
interest on our project work and guided us all along, till the completion of our project
work by providing all the necessary information for developing a good system.
I would not forget to remember Mr. JAYAKUMAR DIRECTOR

executives R CUBE ELECTRIC (P) Ltd for their encouragement and more over for
their timely support and guidance till the completion of our project work.
I am thankful to and fortunate enough to get constant encouragement,

support and guidance from all Teaching staff members of Department of
management studies Priyadarshini Engineering College which helped us in
successfully completing our project work. Also, I would like to extend our sincere
esteems to my family and all friends for their timely support.
5
CONTENT
CHAPTERS PARTICULARS PAGE

NO.
I 1.1 INTRODUCTION OF THE STUDY 10
1.2 OBJECTIVES OF THE STUDY 14
1.3 SCOPE OF THE STUDY 15
1.4 LIMITATION OF THE STUDY 16
1.5 REVIEW OF LITERATURE 25
II 2.1 RESEARCH METHODOLOGY 27
2.2 DATA COLLECTION METHOD 28
2.3 DATA ANALYSIS AND INTERPRETATION 31
III 3.1 FINDINGS 65
3.2 SUGGESTION 66
3.3 CONCLUSION 67
APPENDIX 68
BIBILIOGRAPHY 70
6
LIST OF TABLES& CHARTS
TABLE TITEL P.NO

NO
2.3.1 GENDER OF RESPONDENTS 31
2.3.2 AGE OF RESPONDENTS 32
2.3.3 MARITAL STATUS 33
2.3.4 EDUCATION LEVEL OF RESPONDENTS 34
2.3.5 KNOW ABOUT R CUBE SERVICE 35
2.3.6 KNOW ABOUT R CUBE ELECTRIC PRODUCT 36
2.3.7 USED R CUBE PRODUCT 37
2.3.8 USE OR PURCHASE OUR PRODUCT AGAIN 38
2.3.9 CONTRACTED OUR CUSTOMER SERVICE TEAM 39
2.3.10 R CUBE SERVICE MEET YOUR NEEDS

40
2.3.11 LIKELY YOU TO REPURCHASE THE SERVICE OF R CUBE 41
COMPANY
2.3.12 R CUBE SERVICE WOULD YOU RECOMMEND THIS TO OTHER 42
FIRM OR INDIVIDUAL
2.3.13 RECOMMEND OUR PRODUCT AND SERVICE TO OTHER PEOPLE 43
2.3.14 OVERALL, I AM SATISFIED WITH THE CUSTOMER SERVICE 44
2.3.15 STAFF‘S CAPACITY 45
2.3.16 VARIETY OF SOLUTIONS 46
2.3.17 SPEED OF RESPONSE 47
2.3.18 TECHNICAL DOCUMENTATION 48
2.3.19 OVERALL APPRAISAL 49
2.3.20 DESIGN AND FUNCTION 50
2.3.21 TECHNICAL PROPERTIES 51
2.3.22 PRICE / PERFORMANCE 52

2.3.23 ECONOMIC LIFE-TIME 53
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2.3.24 SAFETY 54
2.3.25 OVERALL APPRAISAL 55
2.3.26 56
CUSTOMER SUPPORT
2.3.27 HANDLING OF COMPLAINT 57
2.3.28 EASY PROCESSING 58
2.3.29 STAFF‘S KNOWLEDGE 59
2.3.30 CUSTOMER SERVICE 60
2.3.31 OVERALL APPRAISAL

61
2.3.32 CHI-SQUARE TESTS 62
8
ABSTRACT
The present work develops a research r cube electric based on a systematic literature review
of customer satisfaction in electrical power supply services, applying for this purpose the Cochrane
method. Research trends could be identified through the lens of service operations, and they are
presented mostly using a Frequency analysis
9
CHAPTER-I
10
1.1-INTRODUCTION
CUSTOMER SATISFACTION:
Every business organization`s success depends on the satisfaction of the customers.

Customers are the link to a business success. A business organization should focus on a huge
number of customers, for this customer satisfaction should be incorporated along the long-term
goals. Whenever a business is about to start, customers always come “first” and then the profit.
Those companies that are succeeding to satisfy the customers fully will remain in the top position
in a market.
Today’s business company has known that customer satisfaction is the key component for
the success of the business and at the same time it plays a vital role to expand the market value. In
general, customers are those people who buy goods and services from the market or business that
meet their needs and wants. Customers purchase products to meet their expectations in terms of
money. Therefore, companies should determine their pricing with the quality of the product that
attracts the customer and maintains the long-term affiliation. Satisfaction means to feel content
after what the person desired or wanted. It is difficult to know whether the customers are satisfied
with the availability of the product or services. So, giving satisfaction to the customers is not an
easy task, for this different factor is needed to be taken into consideration.
WHAT IS CUSTOMER SATISFACTION:

The number of customers, or percentage of total customers, whose reported experience with
a firm, its products, or its services (ratings) exceeds specified satisfaction goals.
MEANING OF CUSTOMER SATISFACTION :

A customer is any person or organization who might have interest in buying, or has bought,
products or services from a company. Each time you pay a bill or buy something from a store you
are acting as their customer.
Satisfaction is a physiological state, Customer level of approval when comparing a
product's perceived performance with his or her expectations. While satisfaction is sometimes
equated with performance, it implies compensation or substitution whereas performance denotes
doing what was actually promised.
If customer expectation are met then the customer is satisfied.
DEFINEING THE CUSTOMER SATISFACTION:

Philip Kotler defines customer satisfaction as a ‘person’s feeling of pleasure or
disappointment, which resulted from comparing a product’s perceived performance or outcome
against his/her expectations’.
Customer satisfaction = f (perceived performance, buyer’s expectations)
IMPORTANTS:
Customer satisfaction is extremely important because it is the way of getting feedback from the
customers in a way that they can use it to manage and improve their business. Customer
satisfaction is the best indicator of how the business looks like in the future.
11
Customer satisfaction helps in doing SWOT analysis that could help them to develop their
business in an advance and in a systematic way.
➢ It’s a leading indicator of consumer repurchase intentions and loyalty.

➢ It’s a point of differentiation.
➢ It reduces negative word of mouth.
➢ It increases customer lifetime value.
➢ It reduces customer churn(rate at attrition)
➢ It’s cheaper to retain customers than acquire new ones.
NEEDS OF CUSTOMER SATISFACTION:
➢ Understanding yours customer needs.

➢ Listen to their feedbacks.
➢ Set realistic expectations.
➢ Pay attention to your competitors.
➢ Be consistent in communicating with your customer.
➢ Take user experience as a priority.
➢ Foster loyalty through proactive customer relations.
➢ Be honest and empathetic in customer interaction.
➢ Follow up with your customer.
➢ Make it easy for them to complain.
➢ product performance,
➢ customer service quality,
➢ shopping experience,
➢ website navigation,
➢ brand perception,
➢ brand loyalty.
SELECTED METHODS OF CUSTOMER SATISFACTION MEASURING
Measuring customer satisfaction is a very important aspect in the functioning of any

enterprise, especially in the changing market conditions. Well-designed customer satisfaction
measuring provides an answer to the question: Are customers satisfied? An important role in the
customer satisfaction measuring is to identify the factors influencing on the lack of it. The most
valuable information for a company can be provided especially by those customers who are
particularly dissatisfied. These dissatisfied people have information which would enable to
find the reason for which the product, the service have not fulfilled his expectations,
contributing to a lack of satisfaction.
satisfaction information (both positive and negative) can help guide the organization to
address issues related to meeting stated customer’s requirements. It can also help the
organization to understand and address the customer’s expectations, or issues related to the
customer’s perception of the delivered product or the organization, and thereby enhance
customer satisfaction
12
understand the expectations and requirements of customers, determine, how company
and its competitors meet these expectations and requirements,prepare services and products
based on information obtained as a result of the survey, find out, what current trends are in offer, to
take an immediate action, establish priorities, objectives and standards, to assess how company has
achieved it,assess the impact of changes in politics, corporate strategy, products and services.
THE BENEFITS OF CUSTOMER SATISFACTION:
➢ Increasing customer loyalty, consumers or employees,

➢ Identification and exploitation market opportunities,
➢ Gaining competitive advantage,
➢ Obtaining or retaining market share,
➢ Increasing revenue,
➢ Ieducing the costs,
➢ optimizing investment in modifications.
THE PURPOSE OF CUSTOMER SATISFACTION MEASURING ;
➢ Identification of criteria which play a key role in evaluating the product or service by
customers,
➢ Research the perception of a product or service by customers,
➢ Assessing the fulfillment of customer expectations for product or service,
➢ Research the level of customer satisfaction with a cooperation with the company,
➢ Comparing the level of customer satisfaction with products of the competition,
➢ Understanding the main factors of customer satisfaction, affecting positively and
negatively on the level of satisfaction,
➢ Determining customer’s expectations connected with attributes of a product or service,
➢ Identifying the most important customer service elements,
➢ Determining the degree of importance of individual factors influencing the customer
service.
So far there is not one universal method in the customer satisfaction measuring. Each
measurement is exposed to error of estimate, because it is extremely difficult to measure human
emotional response. Therefore, it is very important to learn all capabilities and limitations before
making a decision concerning the choice of a specific methods. The companies, which explore the
degree of customers satisfaction with services, usually apply the set of methods and measures.
Choosing the methods depends on their specificity.
KANO MODEL USE TO CUSTOMER SATISFACTION:
The Kano model is a theory for product development and customer satisfaction developed in
the 1980s by Professor Noriaki KanoThe Kano Model is used to visually model the customer
provided characteristics versus the level of satisfaction each characteristic delivers. It is a product
development and customer satisfaction tool that categorizes customer preferences.. This tool
is used after gathering the Voice of the Customer (VOC) phase
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KANO MODEL
Use of kano model
1. Research and brainstorm all of the possible features and attributes of your product or
service, and everything you can do to please your customers.
2. Classify these as Threshold, Performance or Excitement Attributes and add a fourth type,
Not Relevant. These are the things that don't add value because customers don't care about
them.
3. Make sure that your product or service has all of the essential Threshold Attributes. If
necessary, eliminate some Performance Attributes so that you can include these features.
4. Assess the Excitement Attributes, and think about how you can incorporate some of them
into your product or service. Again, if necessary, cut some Performance Attributes, so that
you can afford to invest in your Excitement Attribute.
5. Choose the Performance Attributes that you can deliver at a competitive price, while still
maintaining an acceptable profit margin.
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1.2 OBJECTIVES FOR THE STUDY:
PRIMARY OBJECTIVES
➢ A Study On Customer Satisfaction Towards R’ Cube Electric Private Limited Bangalore.
SECONDARY OBJECTIVES
➢ To analyze the socio economic possible of R cube.

➢ To study the factors influencing customer satisfaction towards R cube.
➢ To know the effectiveness of provided by the R cube.
➢ To identify the problems faced by the customer while using R cube product.
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1.3- SCOPE OF THE STUDY
The Study on Customer Satisfaction towards R’ Cube Electric Private Limited Bangalore
➢ The success and failure of the company is purely based on Customer satisfaction
➢ In order to retain the customer and also to attract the new customer the company has to
concentrate more .
➢ It helps in finding competitor strength as well as its weakness.
➢ It is helpful to perceive the customers.
➢ It is help ful to understand and analyze the factors that influence the customer .
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1.4-LIMITATION OF THE STUDY
LIMITATION:
➢ It is not possible to obtain some confidential data from the organization.

➢ When the user\buyer are busy we can’t get accurate data from them.
➢ Time span to cover the whole study was quite short.
➢ As this survey was restricts to market this cannot be stated as an in depth research on this
study.
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1.5-COMPANY PROFILE
Company overview
Rcube is a one-stop Point offering comprehensive solutions in the field of Industrial

Automatio& Energy Management
Rcube Started in the year of 2010 to provide industrial Automation & Power Quality Solutions
to various industries.
Vision ;
We want to discover, develop and successfully market innovative Automation & energy
management products to make process simple & consume less energy
Mission;
Our mission is to use the most advanced technology products along with the most qualified
Engineers to provide the innovative solutions for our clients.
Founded By:
Kumaresan
Jayakumar
Ramamoorthy
Business area of R cube
⚫ Bangalore (HO)
⚫ Mangalore (Branch)
⚫ Hosur
⚫ Belgaum
⚫ Bellary
⚫ Chennai (Branch)
Team Strength
Management – 3 Directors (Techno-Commercial)
Sales & Marketing – 40 Engineers
Drive Service & Commissioning – 35 Engineers
Applications – 20 Engineers
Administrative Staffs – 5
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Applications Handling
Standard Applications
◆ Pulp & Paper – AC/DC Drive, PLC & Motors
◆ Sugar – AC/DC Drive, PLC & Motors
◆ Steel – AC/DC Drive, PLC
◆ HVAC – AC Drive, PLC
◆ Crane – AC Drives & Motors
◆ Extruder – AC Drive, Motor & PLC
◆ Pump & Fan Energy Saving – AC Drive
Special Applications
◆ Rubber Intermix (Banbury mixer)
-ABB Motor
-ACS800 ABB Drive
-AC500 ABB PLC
◆ Vehicle Wheel Roll Forming
Baldor Asynchronous servo Motor
-ACS800 Drive
◆ Sugar Centrifuge M/c
-ACS800/DCS800
-AC500 PLC
◆ Cut to Length M/c
-ACSM1 Drive
-AC500 PLC
◆ Test Rigs
-ACS800/ACS850
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-ACSM1
-AC500 PLC
-ABB Motor
◆ Winder
-ACS850 / ACSM1
-AC500 PLC
-ABB Motor
◆ Angular Position M/c
-ACSM1 Drive
-AC500 PLC
Monitoring
The Monitoring Module displays voltage, current, power, energy, and demand data from
remote intelligent electrical devices throughout a facility.
Log and trend data from meters, relays, and breaker trip units in order to analyze the power
system.
Highlight and acknowledge unusual activity and alarm conditions with the real-time and
historical alarm viewers to ensure that problems do not go unnoticed
Power Quality
The Power Quality module remotely captures disturbances on the electrical network such as
total harmonic distortion, individual harmonic distortion, and sub-cycle transients.
Event logs of triggered high speed electrical disturbances are displayed in a prioritized list
that is automatically written to a database file.
Event triggered waveform recordings and out-of-limit logs provide an accurate system-wide
depiction of power disturbances and allow for forensic analysis.
Cost Allocation
The Cost Allocation Module is an energy management tool that aggregates energy data to
create usage reports
Generate individual bills for user defined cost centers that show total energy and peak
demand power use, based on Time of Use (TOU) schedules, seasonal schedules, and utility rate
structures
20
Rate structure simulators highlight the revenue impact of power supplier changes and load
shifting
Virtual metering capabilities allow measurement where no single meter exists.
Control & Automation
Control & Automation module executes energy management strategies by automating load-
shedding schemes to minimize energy charges.
Automate equipment staging in order to control process startup.
Control the opening, closing, and tripping of breakers remotely
Employ automatic transfer schemes to ensure continuous power for mission critical
processes by automatically switching to stable power feeds and shedding load when appropriate.
Case Study – Ashirvad Pipes
Before Rcube Solutions
● No Records for energy consumption

● Using old methodology to start/stop the machine
● All machine were in open loop without any feedback syste
After Our Energy Management Solutions
● customer can monitor of energy consumption at online

● Total energy consumption was found to be 9,276,825units.
● Introduced Automation System to start the machine automatically based on process
feedback.
● Now total energy consumption has been reduced to 7,418,880units and saved power
Consumption by 20%.
Summary of Benfits
● Less Energy Consumption compared to earlier

● Yearly they are saving 1.3 crore Energy Cost
● Online Monitoring of Energy Consumption at any time.
● Life of Equipments got increased.
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1.6 -INDUSTRY PROFILE
Indian Electrical sector
Introduction:
India’s Electrical Equipment Industry can be broadly segmented into following two sectors: •
Generation equipment (boilers, turbines, generators) • Transmission & distribution (T&D)
equipment includes energy meters, transformers, cables, transmission lines, switchgears, capacitors
etc.
The generation equipment sector accounts 15% of the total market, while T&D equipment sector is
estimated to account for 85% of the total market. In the last couple of years, the Government has
been taking transformative change in the power sector for achieving its ambitious target of
providing affordable 24x7 power for all its citizens. It has taken several initiatives such as
increasing private participation in the transmission segment, increasing contribution of renewables
in the energy basket, developing the National Power Grid to boost growth in the T&D
(transmission and distribution) industry, etc.
India is the world's third largest producer and consumer of electricity. The electricity production is
stood around 1,201.54 billion units during FY18, up 3.57% from the previous year. An indication
of growing appetite for electricity in India, the country's per capita electricity consumption has
reached 1149kWh
Current status
Production of Electrical Equipment:
According to Indian Electrical and Electronics Manufacturers’ Association (IEEMA), the

production (estimated) of electrical equipment industry has witnessed a growth of 9.9% to INR
1,75,000 crore (~21.7 bn euros) during 2017-18 over the previous year.
The industry contributes 8.1% of the manufacturing sector in terms of value and 1.35% of India’s
GDP, providing a direct employment to 5 lakh persons and indirect employment to 10 lakh people
and over 50 lakhs across the entire value chain.
Significant infrastructure investments have been planned across the generation, transmission and
distribution segments to realize this target. Government in its “Indian Electrical Equipment
Industry Mission Plan 2012-2022” plans to increase power generation capacity from 200 GW in
2012 to about 400 GW by 2022 with commensurate T&D capacity enhancement, Indian EE
manufacturers not only have to meet demand of such huge capacity addition, but also that of
metros, airports, railways, other infrastructure projects and increase in domestic consumer demand
too. The growth of the Indian power sector will entail exponential demand for electrical equipment.
Expected investment in the 12th Five Year Plan period in the generation and T&D segment was
INR 6,390 billion (€79 billion) in generation, INR 1,800 billion (€22 bn) in transmission and ` INR
3,060 billion (€37.9 bn) in distribution. Based on investment estimates and capacity addition
22
targets, domestic demand for generation equipment (BTG) could be in the range of €22-26 billion
by 2022; for the T&D equipment industry, it may be €61–66 billion.
Exports and Imports of Electrical Equipment:
Exports of Electrical Equipment from India have been growing steadily. During 2017-18, exports
registered an annual growth of around 6.4% and stood at around INR 418 billion (~€5.2 billion) as
compared to around INR 393 billion (€4.9 billion) in 2016-17.
Year Exports (INR billion) Imports (INR billion)

2013-14 292.27 (€3.62 billion) 583.54 (€7.2 billion)
2014-15 354.18 (€4.4 billion) 559.87 (€6.9 billion)
2015-16 385.80 (€4.8 billion) 539.86 (€6.7 billion)
2016-17 392.80 (€4.9 billion) 552.91 (€6.8 billion)
2017-18 4,17.92 (€5.2 billion) 556.03 (€6.9 billion)

2018-19 6,65,76 (6.32 billion) 687.23 (€7.9 billion)
According to IEEMA, the growth in exports is helping the industry to grow especially in power
transformer & high voltage switchgear products, energy meters, and cables. The major export
markets for Indian Electrical Equipment are United States of America, United Arab Emirates,
Germany, United Kingdom, Nigeria, Saudi Arabia, Australia, Brazil, Canada, and France.
The major Export Products are Switchgear and Control gear, Transformers & Parts, Industrial
Electronics, Cables, Transmission Line Towers, Conductors, Rotating Machines (Motors, AC
Generators, and Generating Sets) & Parts.
Smart Meters in India
A smart meter is an electronic device that records consumption of electricity, gas or water and
communicates that information for monitoring and billing. Smart meters send meter readings to the
utility company automatically. They also come with in-home displays, which give users real-time
feedback on their energy or water usage and what it is costing. With electricity demand expected
to rise by 79% in the next 10 years, India is on a path of transforming its energy mix with
innovation. Along with enhancing energy production, the nation also needs to cut Aggregate
Technical and Commercial (AT&C) losses to below 12% by 2022, and below 10% by 2027.
Market players
Here is the list of top companies in electrical sector:
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I. Bharat Heavy Electricals Limited (BHEL):
BHEL is India's largest power generation equipment manufacturer. It is offering a range of

products including Gas & Steam Turbines, Boilers, Electric Motors, Generators, Heat Exchangers,
Pumps, Switchgears, Sensors etc. BHEL is engaged in the engineering, design, manufacturing,
construction, commissioning, testing, and servicing of a wide range of products.
II. ABB India Ltd:
ABB India is operating mainly in power, heavy electrical equipment and automation technology
areas. ABB is leading builder of electricity grids. The company is active into many sectors and
mainly operating into power and automation technologies. ABB is planning to install microgrid
with battery energy storage at the campus of Indian Institute of Technology, Roorkee (IITR) as
part of the smart campus development project.
III. CG Power and Industrial Solutions Limited:
Crompton Greaves is an Indian multinational company engaged in design, manufacturing, and

marketing of products related to power generation, transmission, and distribution. CG has been
aggressively investing in R&D, product certifications, product quality, productivity enhancement
and operational excellence.
IV. Diamond power infrastructure limited:
Diamond Power Infrastructure Limited manufactures and sells power transmission equipment.
The company provides wires and cables, transmission and distribution conductors, power and
distribution transformers, transmission towers, control and relay panels, and isolators. It also
engages in planning, designing, and commissioning of turnkey transmission and distribution
projects.
Indian Electrical Equipment Industry Mission Plan 2022
Indian Electrical Equipment Industry Mission plan seeks to steer, coordinate and synergise the
efforts of all stakeholders to accelerate and sustain the growth of the domestic electrical equipment
industry. It identifies five key areas for action:
(i) Industry competitiveness;

(ii) Upgrading technology;
(iii) Skill development;
(iv) Promotion of exports; and
(v) Conversion of latent demand
24
CHAPTER-II
25
2.1 - REVIEW OF LITREATURE
INTRODUCTION:
Both public and private sectors have given much attention to the concept of customer
Satisfaction in the past couple of decades. Naturally, administrators have requested their staff to do
customer satisfaction studies for their own organization. An analyst or researcher must
Operationalize the concept of customer satisfaction in order to measure it. More importantly,
inorder for any measurements to have validity, that analyst needs to assume some model of the
subject matter. The analyst must use very explicit conceptualizations of the subject matter (in other
words, models) if she/he expects to do research and analysis that has relevance for organizational
decisions.
In this paper, we try to provide the analyst an overview models of customer satisfaction.
These models come from a vast literature from the marketing research discipline. This pool of
research includes models that integrate the concept of customer satisfaction in a network of related
concepts, such as value, quality complaining behavior, and lechnical peroyalty. In this paper, we
will label these the policy-level implications of an organization's research in customer satisfaction.
Macro models give the researcher the strategic context of the design and of the results for a study
of customer satisfaction.
MACRO - MODELS:
To begin this discussion about customer satisfaction it well help to define customer
satisfaction. A widely accepted definition would be the following.
Satisfaction is the consumer's fulfillment response. It is a judgment that a product or service

feature, or the product of service itself, provided (or is providing) a pleasurable level of
consumption-related fulfillment, including levels of under - or related fulfillment.
➢ Perceived performance often differs from objective or technical performance, especially

when a product/service is complex, intangible, and when the consumer is unfamiliar
withthe product/service
➢ Comparison standards can come from numerous sources that can vary widely by
individually situation, and by product/service type.
➢ Perceived disconfirmation is the evaluation of perceived performance according to one or

more comparison standards. Disconfirmation can have a positive effect (generally implying
a satisfying result), a negative effect (generally implying a dissatisfying result),or a zero
effect.
➢ Satisfaction feeling is a state of mind, an attitude. The phrase "mixed feelings" applies
here,as a consumer may have different levels of satisfaction for different parts of product,
service experience.
➢ Outcomes of satisfaction feelings may involve intent to repurchase, word-of-mouth (the

consumer's communication with her/his network of her/his approval/disapproval for a
product service and complaints. These outcomes also are moderated by other variables. For
26
example, extreme dissatisfaction will not necessarily generate complaint behavior
especially if the consumer believes complaining will be futile.
1. Expectations Disconfirmation Mode:
2. Perceived Performance Model
3. Norms Models
4. Multiple Process Models
5. Attribution Models
6. Affective Models
7. Equity Models
➢ The Expectations Disconfirmation Model has been the dominant model in satisfaction
research. The model has consumers using pre-consumption expectations in a comparison
with post-consumption experiences of a product/service to form an attitude of satisfaction
or dis satisfaction toward the product/service. In this model, expectations originate from
beliefs about the level of performance that a product/service will provide.
➢ The Perceived Performance Model deviates from the model #1 above in that expectations
play a less significant role in satisfaction formation. The model performs especially well I
situations where a product/service performs so positively that the consumer's expectations
get discounted in her/his post-consumption reaction to the product, service.
➢ Norms Models resemble the Expectations Disconfirmation Model in that the consumer
compares perceived performance with some standard for performance. In this case,
however, the standard is not a predictive expectation. Rather than considering what will
happen in the consumption experience, the consumer uses what should happen as the
comparison standard.This is the normative meaning of "should rather than its occasional
chronological connotation in the English language.
➢ Multiple Process Models characterize the satisfaction formation process as

multidimensional. That is, consumers use more than one standard of comparison in forming
a (dis)confirmation judgment about an experience with a product/service.
➢ Attribution Models integrate the concept of perceived causality for a product/service

performance into the satisfaction process. Consumers use three factors to determine
attribution's effect in satisfaction. These are locus of causality, stability, and controllability.
➢ Affective Models differ from previous models in that it goes beyond rational processes. In
these models, emotion, liking, and mood influence (dis)satisfaction feelings following the
consumption experience.
➢ Equity Models emphasize the consumer's attitude about fair treatment in the consumption
process. Fair treatment can use the concept of the equity ratio (that is, the amount of her/his
27
2.2 RESEARCH METHODOLOGY
METHODOLOGY
Data collection is most essential aspect of any research because the whole result of research
depend on the data and information hence, the methodology adopted by me to collect the data final
interpretation were through
1. Survey research:
This kind of research finds factor with almost all the social science researches. It is one of
the most popular methods of investigation, because a study of the attribute and variables in relation
to the population (the entire group of people, inhabitants, items etc.... under study) is casier and is
more accurate.
Its suffers from a negligible Magnitude of error.now-a-days sample survey has become an
effective method for research. this is possible with the help of the personal interviews which are
backed by questionnaires, direct oral observations, indirect oral observations
And etc.......
2. Primary Source of Data:
Meaning: primary source of data are the data which need the personal efforts to collect it
and which are not readily available. Primary sources of data are the other type of sources thorough
which the data was collected.
Following sre few ways in which the data was collected:
(a) Questionnaires: its set of questions on a sheet of paper was being given to the response of the
fill it, based on whi the data was interpreted.
(b)Direct interviewing: direct interviewing involved in the process where I asked the questions
directly to the customer and get the feedback.
3 Secondary source of data:
Secondary source of the other important sources through which the data were collected.
There are readily available sources if the data where on had need not put much efforts to collect,
because it is already have been and part in an elderly manner by some researchers, expect and
socialites.
The secondary sources helpful for study were:
Text books like marketing management, research methodology, advertisement and sales
promotion
Internet was made use for the collected of the data.

28
Newspapers were also referred.
Business magazines also referred.
Some journal was also referees.
4. Library survey:
This was also undertaken for the collection of data, this type of research is based on books
like periodical, documentation, and secondary data etc.... Which are available in the library.
5. Sample size:
By using random judgment random sampling technique 80 responds are selected for the
purpose of the study. Direct quaternaries are used to survey the customers.
6. Period of the study:
The study is under taken in the 6 month
PRIMARY DATA:
The primary data are those, which are collected a fresh and for the first time. The
information required for the study was directly collected from the responds by the using
questionnaires methods and interview method.
QUTIONNARIE METHOD:
The questionnaires were prepared for survey according to the specification of the study.
INSTRUMENT DESIDN:
• Open-ended questions
• Close-ended questions
• Dichotomous
• Multi-choice
OPEN-ENDED QUESTION:
I means respondents are given freedom to express their views freely. it allows the
respondents to answer in a free following format without restricting the range of choices to a
specific alternative suggested by the rescarches and the questionnaires should include an open
ended questions at the end allowing respondents to commend on any aspect the choose.
CLOSE-ENDED QUESTION:
It means respondents are restricted to express their views freely.
29
DICHOTOMOUS QUESTION:
It means two alternatives are given, a positive and negative one. the dichotomous scale is
used to yes or no answer.
MULTI-CHOICE:
It means multiple items are given respondents to elicit a single response. It is a statistical
technique which allows us to study the difference between 2 or more group of objectives or
individuals with respect to several variables simultaneously.
It depend variable is not internally scaled, we use discriminator analysis other wise
regression analysis. discriminator function analysis is used to determine which variables
discriminates between two or more naturally occurring groups.
INTERVIEW METHOD:
Personal interview was concluded with the help of a questionnaires prepare for the survey.
RESEARCH METHODOLOGY:
Type of research : Applied research
Research design : Descriptive
Research influence : minimal
Study setting : non contrived
Unit of analysis : individual
Sampling area : Bangalore
Sampling size : 80
Questionnaires : Collection method
Time horizon : cross sectional
Sampling technique : non-probability (convenient sampling)
TOOLS FOR ANALSIS
• Frequencies analysis
• Chi square test
FREQUENCIES ANALYSIS:
Frequencies analysis is used to find the percent value for the different questions used.
Frequencies are used in making comparison between two or more series of data
30
CHI SQUARE TEST:
Chi square test is useful measure of comparing experimentally obtained results with those
stall artiscally expected there for it measure to study the divergence of actual and expected
frequencies
It is the me sears to determine whether two characteristic or depends independents. Test is

based on event of frequencies where as in theoretical distribution the test is based on mean and
standard division the test can be used between the enter set of observed and expended frequency
(O-E)
Chi square test =-------------------
0 = observed frequency
E = expected frequency
31
2.3 DATA ANALYSIS AND INTERPRETATION
TABLE NO -2.3.1
Frequencies
Q1. What gender do you identify as?

Statistics
Frequenc Valid Q1. What gender do you

y Percent Percent identify as?
Valid MALE 55 68.8 68.8 N Valid 80
FEMALE 25 31.3 31.3 Missing 0
Total 80 100.0 100.0 Mean 1.31
Median 1.00
Mode 1
Std. Deviation .466

Interpretation:
From the above table it is observed that 68.8% of the respondents are male, and 31.3% of
the respondents are belongs to female.
CHART NO-2.3.1
32
TABLE NO -2.3.2
Frequencies
Q2. What is your age?

Statistics
Valid Q2. What is your age?
Frequency Percent Percent
N Valid 80
Valid 23to 30 years 26 32.5 32.5
Missing 0
31 to 40 years 28 35.0 35.0
Mean 2.14
41 to 50 years 15 18.8 18.8
Median 2.00
Above 50 11 13.8 13.8
years Mode 2
Total 80 100.0 100.0 Std. Deviation 1.028
Interpretation:
From the table it is inferred that 35% of respondents are age between 31 to 40 years, 32.5%
of respondents are aged between 23 to 30 years, 18.8% of respondents are aged between 41 to 50
years, 13.8 of respondents are aged between above 50 years.
CHART NO -2.3.2
33
TABLE NO -2.3.3
Frequencies
Statistics
Q3. What best describes your marital status? Q3. What best describes
your marital status?
Valid N Valid 80
Missing 0
Valid Married 48 60.0 60.0
Mean 1.40
Unmarried 32 40.0 40.0
Median 1.00
Total 80 100.0 100.0
Mode 1
Std. Deviation .493
Interpretation:
From the table above table 60% of the respondents married, 40% of the respondents are
unmarried.
CHART NO -2.3.3
34
TABLE NO -2.3.4
Frequencies Statistics
Q4. What is your

educational qualification?
Q4. What is your educational qualification?
N Valid 80
Valid Missing 0
Mean 1.34
Valid Under 53 66.3 66.3
Graduate Median 1.00
Post Graduate 27 33.8 33.8 Mode 1
Total 80 100.0 100.0 Std. Deviation .476
Interpretation:
From the table above table 66.3% of the respondents are under graduate, 33.8% of the respondents
post graduate.
CHART NO -2.3.4
35
TABLE NO -2.3.5
Frequencies Statistics
Q5. Do you know about R cube service? Q5. Do you know about R
cube service?
Valid N Valid 80
Missing 0
Valid YES 65 81.3 81.3
Mean 1.19
NO 15 18.8 18.8
Median 1.00
Total 80 100.0 100.0
Mode 1
Std. Deviation .393
Interpretation:
From the table above table 81.3% of the repondents are yes, 18.8% of the respondents are
no.
CHART NO -2.3.5
36
TABLE NO -2.3.6
Frequencies
Q6. How did you know about R cube electric product? Statistics
Q6. How did you know

Valid about R cube electric
Frequency Percent Percent product?
Valid Advertisement 10 12.5 12.5 N Valid 80
Dealers 12 15.0 15.0 Missing 0
Friends 27 33.8 33.8 Mean 3.13
Retailer 20 25.0 25.0 Median 3.00
Others 11 13.8 13.8 Mode 3
Interpretation:
From the table, it is inferred that 33.8% of the respondents are friends, 25% of the
respondents retailer, 15% of the respondents dealers, 13.8% of the respondents advertisement,
12.5% of the respondents others.
CHART NO 6
37
TABLE NO -2.3.7
Frequencies
Q7. How long have you used R cube product?

Statistics
Valid
Q7. How long have you
used R cube product?
Valid 1-6 months 9 11.3 11.3
N Valid 80
1-year 14 17.5 17.5
Missing 0
2-years 20 25.0 25.0
Mean 3.20
3- years or 26 32.5 32.5
Median 3.00
more
Mode 4
4- years or 11 13.8 13.8
more Std. Deviation 1.216
Total 80 100.0 100.0
Interpretation:
From the table above table, it is inferred that 32.5% of the respondents are 3 years, 25% of
the respondents 2 years, 17.5% of the respondents 1 years, 13.8% of the respondents 4 years or
more, 11.3% of the respondents 1 to 6 months.
CHART NO -2.3.7
38
TABLE NO -2.3.8
Frequencies
Q8. Will you use or purchase our product again? Statistics
Valid Q8. Will you use or

Frequency Percent Percent purchase our product again?
Valid Definitely 31 38.8 38.8 N Valid 80
Probably 22 27.5 27.5 Missing 0
Might or Not 15 18.8 18.8 Mean 2.10

might
Median 2.00
Never used 12 15.0 15.0
Mode 1
Total 80 100.0 100.0
Std. Deviation 1.086
Interpretation:
From the table above table, it is inferred that 38.8% of respondents are definitely, 27.5% of
the respondents are probably, 18.8% of the respondents are might or not might, 15% of the
respondents are never used.
CHART NO -2.3.8
39
TABLE NO -2.3.9
Q9. When you contracted our customer service team were all issues resolved to your complete
satisfaction?
Valid Frequencies
Yes, by the company its 34 42.5 42.5 Statistics

Valid representatives
Q9. When you contracted
Yes, by me or someone 19 23.8 23.8 our customer service team
outside the company were all issues resolved to
your complete satisfaction?
No, the problem was 14 17.5 17.5
not resolved N Valid 80
No problems no contact 13 16.3 16.3 Missing 0

with customer service
Mean 2.08
Total 80 100.0 100.0
Median 2.00
Mode 1

Interpretation:
From the table above table, it is inferred that 42.5% of the respondents are yes, by the
company its representatives, 23.8% of the respondents are Yes, by me or someone outside the
company, 17.5% of the respondents No, the problem was not resolved, 16.3% of the respondents
No problems no contact with customer service.
CHART NO -2.3.9
40
TABLE NO -2.3.10
Frequencies
Q10. How well does R cube service meet your needs?

Statistics
Valid Q10. How well does R cube

Frequency Percent Percent service meet your needs?
Valid Extremely 22 27.5 27.5 N Valid 80

well
Missing 0
Very well 30 37.5 37.5
Mean 2.23
Somewhat 16 20.0 20.0
well Median 2.00
Not well at all 12 15.0 15.0 Mode 2
Interpretation:
From the table above table, it is inferred that 37.5% of the respondents are very well, 27.5%
of the respondents are extremely well, 20% of the respondents are somewhat well,15% of the
respondents are not well at all.
CHART NO -2.3.10
41
TABLE NO -2.3.11
Frequencies
Q11. How likely you to repurchase the service of R cube company?
Valid Statistics
Q11. How likely you to
Valid Extremely 23 28.7 28.7 repurchase the service of R
likely cube company?
Very likely 21 26.3 26.3 N Valid 80
Something 16 20.0 20.0 Missing 0
likely
Mean 2.51
Not so likely 12 15.0 15.0
Median 2.00
Not at all likely 8 10.0 10.0
Mode 1
Total 80 100.0 100.0
Interpretation:
From the table above table, it is inferred that 28.7% of the respondents are extremely likely,
26.3% of the respondents are very likely, 20% of the respondents are something likely, 15% of the
respondents are not so likely, 10% of the respondents are not at all likely.
CHART NO -2.3.11
42
TABLE NO -2.3.12
Frequencies
Q12. Based on your experience with R cube service would you recommend this to other firm or
individual? Statistics
Frequenc Valid
y Percent Percent
Q12. Based on your
Valid Definitely will 21 26.3 26.3 experience with R cube
service would you
Probably will 26 32.5 32.5 recommend this to other
Might or Might 18 22.5 22.5 firm or individual?
not N Valid 80
Probably will not 8 10.0 10.0 Missing 0
Definitely will 7 8.8 8.8 Mean 2.42
not
Median 2.00
Total 80 100.0 100.0
Mode 2

Interpretation:
From the table above table, it is inferred that 32.5% of the respondents are probably will,
26.3% of the respondents are definitely will, 22.5% of the respondents are might or might not, 10%
of the respondents are probably will not, 8.8% of the respondents are definitely will not
CHART NO -2.3.12
43
TABLE NO -2.3.13
Frequencies
Q13. Would you recommend our product and service to other people?
Valid Statistics
Q13. Would you
Valid Definitely 22 27.5 27.5 recommend our product and
service to other people?
Probable 26 32.5 32.5
N Valid 80
Not sure 17 21.3 21.3
Missing 0
Probably not 9 11.3 11.3
Mean 2.39
Definitely 6 7.5 7.5
not Median 2.00
Total 80 100.0 100.0 Mode 2
Interpretation:
From the table above table, it is inferred that 32.5% of the respondents are probable, 27.5%
of the respondents are definitely, 21.3% of the respondents are not sure, 11.3% of the respondents
are probably not, 7.5% of the respondents are definitely not.
CHART NO -2.3.13
44
TABLE NO -2.3.14
Frequencies
Q14. Overall, I am satisfied with the customer service?

Statistics
Valid
Q14. Overall, I am satisfied
with the customer service?
Valid Strongly agree 25 31.3 31.3
N Valid 80
Agree 23 28.7 28.7
Missing 0
Not applicable 14 17.5 17.5
Mean 2.40
Disagree 11 13.8 13.8
Median 2.00
Strongly 7 8.8 8.8
Mode 1
disagree
Total 80 100.0 100.0
Interpretation:
From the table above table, it is inferred that 31.3% of the respondents are strongly agree,
28.7% of the respondents are agree, 17.5% of the respondents are not applicable, 13.8% of the
respondents are disagree, 8.8% of the respondents are strongly disagree.
CHART NO -2.3.14
45
TABLE NO -2.3.15
Frequencies
Q15.1. Staff‘s Capacity

Statistics
Valid
Frequency Percent Percent Q15.1. Staff‘s Capacity
Valid Highly 34 42.5 42.5 N Valid 80

Satisfied Missing 0
Satisfied 19 23.8 23.8 Mean 2.08
Neutral 14 17.5 17.5 Median 2.00
Dissatisfied 13 16.3 16.3 Mode 1
Interpretation:
From the table above table, it is inferred that 42.5% of the respondents are highly satisfied,
23.8% of the respondents are satisfied, 17.5% of the respondents are neutral, 16.3% of the
respondents are dissatisfied.
CHART NO -2.3.15.1
46
TABLE NO -2.3.16
Frequencies
Q15.2. Variety of Solutions
Statistics
Valid
Frequency Percent Percent Q15.2. Variety of Solutions
Valid Highly Satisfied 12 15.0 16.3 N Valid 80
Satisfied 18 22.5 22.5 Missing 0
Neutral 28 35.0 35.0 Mean 2.86
Dissatisfied 13 16.3 15 Median 3.00
Highly 9 11.3 11.3 Mode 3

Dissatisfied
Total 80 100.0 100.0
Interpretation:
From the table above table, it is inferred that 35% of the respondents are neutral, 22.5% of
the respondents are satisfied, 16.3% of the respondents are highly satisfied, 15% of the respondents
are dissatisfied, 11.3% of the respondents are highly dissatisfied.
CHART NO -2.3.16
47
TABLE NO -2.3.17
Frequencies
Q15.3 Speed of Response

Statistics
Valid
Frequency Percent Percent Q15.3 Speed of Response
Neutral 24 30.0 30.0 Mean 2.60
Dissatisfied 9 11.3 11.3 Median 3.00

Dissatisfied
Total 80 100.0 100.0
Interpretation:
the respondents are satisfied, 22.5% of the respondents are highly satisfied,11.3% of the
respondents are dissatisfied, 10% of the respondents are highly dissatisfied.
CHART NO -2.3.17
48
TABLE NO -2.3.18
Frequencies
Q15.4 Technical Documentation

Statistics
Valid
Q15.4 Technical
Documentation
Valid Highly Satisfied 19 23.8 23.8
N Valid 80
Satisfied 26 32.5 32.5
Missing 0
Neutral 18 22.5 22.5
Mean 2.50
Dissatisfied 10 12.5 12.5
Median 2.00
Highly 7 8.8 8.8
Mode 2
Dissatisfied
Total 80 100.0 100.0
Interpretation:
From the table above table, it is inferred that 32.5% of the respondents are satisfied, 23.8%
of the respondents are highly satisfied, 22.5% of the respondents are neutral, 12.5% of the
respondents are dissatisfied, 8.8% of the respondents are highly dissatisfied.
CHART NO -2.3.18
49
TABLE NO -2.3.19
Frequencies
Q15.5 Overall Appraisal
Valid Statistics
N Valid 80
Missing 0
Neutral 25 31.3 31.3
Mean 2.59
Median 3.00
Highly 7 8.8 8.8
Mode 3
Dissatisfied
Total 80 100.0 100.0
Interpretation:
From the table above table, it is inferred that 31.3% of the respondents are neutral, 27.5% of
the respondents are satisfied, 21.3% of the respondents are highly satisfied, 11.3% of the
CHART NO -2.3.19
50
TABLE NO -2.3.20
Frequencies
Q16.1 Design and Function

Statistics
Valid
Frequency Percent Percent Q16.1 Design and Function
Neutral 25 31.3 31.3 Mean 2.59

Dissatisfied
Total 80 100.0 100.0
Interpretation:
CHART NO -2.3.20
51
TABLE NO -2.3.21
Frequencies
Q16.2 Technical Properties
Valid Statistics
Q16.2 Technical Properties
N Valid 80
Missing 0
Neutral 18 22.5 22.5
Mean 2.50
Median 2.00
Highly 7 8.8 8.8
Mode 2
Dissatisfied
Total 80 100.0 100.0
Interpretation:
CHART NO -2.3.21
52
TABLE NO -2.3.22
Frequencies
Q16.3 Price / Performance

Statistics
Valid
Frequency Percent Percent Q16.3 Price / Performance
Neutral 24 30.0 30.0 Mean 2.60

Dissatisfied
Total 80 100.0 100.0
Interpretation:
CHART NO -2.3.22
53
TABLE NO -2.3.23
Frequencies
Q16.4 Economic Life-time
Statistics
Valid
Frequency Percent Percent Q16.4 Economic Life-time
Neutral 23 28.7 28.7 Mean 2.71
Dissatisfied
Total 80 100.0 100.0
Interpretation:
From the table above table, it is inferred that 28.7% of the respondents are neutral. 23.8% of
CHART NO -2.3.23
54
TABLE NO -2.3.24
Frequencies
Q16.4 Economic Life-time
Statistics
Valid
Frequency Percent Percent Q16.4 Economic Life-time
Neutral 28 35.0 35.0 Mean 2.86
Dissatisfied
Total 80 100.0 100.0
Interpretation:
CHART NO -2.3.24
55
TABLE NO -2.3.25
Frequencies
Statistics
Valid
Frequency Percent Percent Q16.6 Overall Appraisal
Neutral 23 28.7 28.7 Mean 2.81
Highly 11 13.8 13.8 Mode 3

Dissatisfied
Total 80 100.0 100.0
Interpretation:
CHART NO -2.3.25
56
TABLE NO -2.3.26
Frequencies
Q17.1 Customer Support

Statistics
Valid Q17.1 Customer Support

N Valid 80
Missing 0
Mean 2.50
Neutral 18 22.5 22.5
Median 2.00
Mode 2
Highly 7 8.8 8.8
Dissatisfied Std. Deviation 1.232
Total 80 100.0 100.0
Interpretation:
CHART NO -2.3.26
57
TABLE NO -2.3.27
Frequencies
Q17.2 Handling of Complaint
Valid Statistics
Q17.2 Handling of
Valid Highly Satisfied 15 18.8 18.8 Complaint
Satisfied 19 23.8 23.8 N Valid 80
Neutral 23 28.7 28.7 Missing 0
Dissatisfied 12 15.0 15.0 Mean 2.81
Highly 11 13.8 13.8 Median 3.00
Dissatisfied
Mode 3
Total 80 100.0 100.0
Interpretation:
CHART NO -2.3.27
58
TABLE NO -2.3.28
Frequencies
Q17.3 Easy Processing

Statistics
Valid
Frequency Percent Percent Q17.3 Easy Processing
Neutral 28 35.0 35.0 Mean 2.86

Dissatisfied
Total 80 100.0 100.0
Interpretation:
the respondents are satisfied, 15% of the respondents are highly satisfied, 16.3% of the respondents
CHART NO -2.3.28
59
TABLE NO -2.3.29
Frequencies
Q17.4 Staff‘s Knowledge
Valid Statistics
Q17.4 Staff‘s Knowledge
N Valid 80
Missing 0
Neutral 25 31.3 31.3
Mean 2.59
Median 3.00
Highly 7 8.8 8.8
Dissatisfied Mode 3
Interpretation:
CHART NO -2.3.29
60
TABLE NO -2.3.30
Frequencies
Q17.5 Customer Service

Statistics
Valid
Q17.5 Customer Service
N Valid 80
Missing 0
Mean 2.71
Neutral 23 28.7 28.7
Median 3.00
Mode 3
Highly 9 11.3 11.3
Dissatisfied Std. Deviation 1.275
Total 80 100.0 100.0
Interpretation:
CHART NO -2.3.30
61
TABLE NO -2.3.31
Frequencies
Valid Statistics
N Valid 80
Missing 0
Mean 2.60
Neutral 24 30.0 30.0
Median 3.00
Mode 3
Highly 8 10.0 10.0
Dissatisfied
Total 80 100.0 100.0
Interpretation:
CHART NO 17.6
62
Crosstabs
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Q2. What is your age? 80 100.0% 0 0.0% 80 100.0%

* Q17.5 Customer
Service
Q17.5 Customer
Service
Highly Satisf Neutr

Satisfied ied al
Q2. What is 23to 30 Count 6 7 10

your age? years
Expected 5.5 6.2 7.5
Count
31 to 40 Count 6 6 7
years
Count
41 to 50 Count 3 3 3
years
Count
Above 50 Count 2 3 3
years
Count
Total Count 17 19 23
Expected 17.0 19.0 23.0

Count
63
Chi-Square Tests
Asymptotic
Significance
Value Df (2-sided)
Pearson Chi-Square 12.133a 12 .435
Likelihood Ratio 13.480 12 .335
Linear-by-Linear 1.478 1 .224

Association
N of Valid Cases 80
a. 14 cells (70.0%) have expected count less than 5. The

minimum expected count is 1.24.
Symmetric Measures
Asymptotic
Standard Approximate Approximate
Value Errora Tb Significance
Interval by Pearson's R .137 .114 1.220 .226c

Interval
Ordinal by Spearman .130 .111 1.161 .249c

Ordinal Correlation
N of Valid Cases 80
a. Not assuming the null hypothesis.
b. Using the asymptotic standard error assuming the null hypothesis.
c. Based on normal approximation.
64
CHAPTER-III
65
3.1-FINDINGS
➢ 68.8% of the respondents are male.

➢ 35% of respondents are in the age group of 31 to 40 years.
➢ 60% of the respondents married.
➢ 66.3% of the respondents are under graduate.
➢ 81.3% of the respondents are known about R cube service yes.
➢ 33.8% of the respondents are about R cube electric product friends.
➢ 32.5% of the respondents in used R cube product 3 years.
➢ 38.8% of respondents in use or purchase our product again definitely using.
➢ 42.5% of the respondents are customer services yes, by the company its representatives.
➢ 37.5% of the respondents are R cube service meet your needs very well.
➢ 28.7% of the respondents are repurchasing the service of R Cube Company extremely
likely.
➢ 32.5% of the respondents are probably will R cube service would you recommend this to
other firm or individual.
➢ 32.5% of the respondents are probable recommend our product and service to other people.
➢ 31.3% of the respondents are I am satisfied with the customer service strongly agree.
➢ 42.5% of the respondents are highly satisfied in Staff‘s Capacity.
➢ 35% of the respondents are neutral in Variety of Solutions.
➢ 30% of the respondents Speed of Response neutral.
➢ 32.5% of the respondent’s technical documentation satisfied.
➢ 31.3% of the respondents are neutral in overall appraisal.
➢ 31.3% of the respondents design and function neutral.
➢ 32.5% of the respondent’s technical properties satisfied.
➢ 30% of the respondent’s price and performance neutral.
➢ 28.7% of the respondents’ economic Life-time neutral.
➢ 35% of the respondents safety of neutral.
➢ 28.7% of the respondent overall appraisal in neutral.
➢ 32.5% of the respondents satisfied Customer support.
➢ 28.7% of the respondents are neutral of handling of complaint.
➢ 35% of the respondents easy processing neutral.
➢ 31.3% of the respondents staff‘s knowledge neutral.
➢ 28.7% of the respondents are neutral of customer Service.
➢ 30% of the respondents are neutral in overall appraisal.
66
3.2- SUGGESTIONS
➢ It is suggested to improve the customer expectation service.

➢ It is suggested to improve the prompt time to delivery of customer.
➢ It is suggested to improve the low cost of service R cube electric product.
➢ It is suggested to improve the friendliness of R cube electric product.
➢ It is suggested to improve the purchase in time down payment.
67
3.3 – CONCLUSIONS
The study was conducted to find the study out the customer satisfaction with special
reference to R cube electric product. The main objectives of the study is maintained good
relationship between R cube electric product the customers provided time delivery and staff
knowledge. The various stragies that influencing customer satisfaction.
68
3.4 QUESTIONNARIE
A STUDY ON CUSTOMER SATISFACTION TOWARDS R CUBE ELECTRIC PRIVATE

LIMITED BANGALORE
1. Name: __________________________________
2. Name of the company: ___________________________________
3. What gender do you identify as?
(a) Male (b) female
4. What is your age?
(a) 23to 30 years (b) 31 to 40 years (c) 41 to 50 years (e) Above 50 years
5. What best describes your marital status?
(a) Married (b) Unmarried
6. What is your educational qualification?
(d) under graduate (e) Post graduate
7. Do you know about R cube service?
(a) Yes (b) No
8. How did you know about R cube electric product?
(a) Advertisement (b) Dealers (c) friends (d) Retailer (e) Others
9. How long have you used R cube product?
(a) 1-6 months (b) 1-year (c) 2-years (d) 3- years or more (e) 4- years or more
10. Will you use or purchase our product again?
(a) Definitely (b) probably (c) Might or Not might (d) Never used
11. When you contracted our customer service team were all issues resolved to your complete
satisfaction?
(a)Yes, by the company its representatives
(b)Yes, by me or someone outside the company
(c)No, the problem was not resolved
(d)No problems no contact with customer service
12. How well does R cube service meet your needs?
(a) Extremely well (b) Very well (c) Somewhat well (d) Not well at all
13. How likely you to repurchase the service of R cube company?
(a)Extremely likely (b) Very likely (c) Something likely (d) Not so likely
(e) Not at all likely
14. Based on your experience with R cube service would you recommend this to other firm or
individual?
(a) Definitely will (b) Probably will (C) Might or Might not
(d) Probably will not (e) Definitely will not
15. Would you recommend our product and service to other people?
(a) Definitely (b) Probably (C) Not sure (d) Probably not (e) Definitely not
16. Overall, I am satisfied with the customer service?

(a) Strongly agree (b) Agree (c) Not applicable (d) Disagree
(e) Strongly disagree
69
17. What do you think about the technical consulting service at R cube Electric?
S.NO Highly Satisfied Neutral Dissatisfied Highly

Satisfied Dissatisfied
17.1 Staff‘s Capacity

17.2 Variety of Solutions
17.3 Speed of Response
17.4 Technical Documentation
17.5 Overall Appraisal
18. Do you consider R cube Electric Product Quality satisfactory?
S.NO Highly satisfied Neutral dissatisfied Highly

Satisfied Dissatisfied
18.1 Design and Function

18.2 Technical Properties
18.3 Price / Performance
18.4 Economic Life-time
18.5 Safety
19. What is your opinion of R cube Electric customer service?
S.NO Highly satisfied Neutral dissatisfied Highly

satisfied dissatisfied
19.1 Customer Support

19.2 Handling of Complaint
19.3 Easy Processing
19.4 Staff‘s Knowledge
19.5 Customer Service
70
3.5 – BIBLIOGRAPHY
NAME OF THE BOOKS
➢ CR Kothari Research methodology Methods & Techniques 2e Vishwa Prakashan (2006)

➢ Phillip Kotler Marketing Management 12e & 13e Pearson. (2008).
➢ Phillip Kotler and Kelvin Lane Marketing Management 12e Pearson Eduction (2007)
WEBSITES
1. www.leam marketing.com
71

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A STUDY ON CUSTOMER SATISFACTION TOWARDS R CUBE

ELECTRIC PRIVATE LIMITED BANGALORE

Certified that this project report titled “A STUDY ON CUSTOMER SATISFACTION

FACTULTY GUIDE HEAD OF THE DEAPARTMENT

Submitted for project and viva-voice examination held on …………………………..

INTERNAL EXAMINER EXTERNAL EXAMINER

CERTIFICATE FOR COMPLETION OF PROJECT

This is to certify that Mr./Ms. D.UDHAYAKUMAR, a student of MASTER OF BUSINESS

RCUBE ELECTRIC PRIVATE LIMITED

#138\B,Behind BDA Complex,1st Block

, Nagarabhavi 2nd stage, Bangalor

I respect and thank Dr.K.Vijayaraj M.E., Ph.D., Principle of Priyadarshini

I owe my deep gratitude to Ms. Dr.G.Shoba M.B.A., Ph.D., Head of the

I would not forget to remember Mr. JAYAKUMAR DIRECTOR

I am thankful to and fortunate enough to get constant encouragement,

CHAPTERS PARTICULARS PAGE

1.2 OBJECTIVES OF THE STUDY 14

1.3 SCOPE OF THE STUDY 15

1.4 LIMITATION OF THE STUDY 16

1.5 REVIEW OF LITERATURE 25

II 2.1 RESEARCH METHODOLOGY 27

2.2 DATA COLLECTION METHOD 28

2.3 DATA ANALYSIS AND INTERPRETATION 31

III 3.1 FINDINGS 65

TABLE TITEL P.NO

2.3.2 AGE OF RESPONDENTS 32

2.3.3 MARITAL STATUS 33

2.3.4 EDUCATION LEVEL OF RESPONDENTS 34

2.3.5 KNOW ABOUT R CUBE SERVICE 35

2.3.6 KNOW ABOUT R CUBE ELECTRIC PRODUCT 36

2.3.7 USED R CUBE PRODUCT 37

2.3.8 USE OR PURCHASE OUR PRODUCT AGAIN 38

2.3.9 CONTRACTED OUR CUSTOMER SERVICE TEAM 39

2.3.10 R CUBE SERVICE MEET YOUR NEEDS

2.3.14 OVERALL, I AM SATISFIED WITH THE CUSTOMER SERVICE 44

2.3.15 STAFF‘S CAPACITY 45

2.3.16 VARIETY OF SOLUTIONS 46

2.3.17 SPEED OF RESPONSE 47

2.3.18 TECHNICAL DOCUMENTATION 48

2.3.19 OVERALL APPRAISAL 49

2.3.20 DESIGN AND FUNCTION 50

2.3.21 TECHNICAL PROPERTIES 51

2.3.22 PRICE / PERFORMANCE 52

2.3.25 OVERALL APPRAISAL 55

2.3.28 EASY PROCESSING 58

2.3.29 STAFF‘S KNOWLEDGE 59

2.3.30 CUSTOMER SERVICE 60

2.3.31 OVERALL APPRAISAL

Every business organization`s success depends on the satisfaction of the customers.

WHAT IS CUSTOMER SATISFACTION:

MEANING OF CUSTOMER SATISFACTION :

DEFINEING THE CUSTOMER SATISFACTION:

Customer satisfaction = f (perceived performance, buyer’s expectations)

➢ It’s a leading indicator of consumer repurchase intentions and loyalty.

NEEDS OF CUSTOMER SATISFACTION:

➢ Understanding yours customer needs.

SELECTED METHODS OF CUSTOMER SATISFACTION MEASURING