1

CHAPTER1
I
NTRODUCTI
ON

“
Sat
isf
act
ion i
s a per
son’
sfeel
i
ng ofpl
easur
e ordi
sappoi
ntment
r
esul
ti
ng f
rom compar
ing a pr
oduct
’s per
cei
ved per
for
mance (
or
out
come)i
nrel
ati
ont
ohi
s orherexpect
ati
ons.
”

- Phi
l
ipKot
ler

Theul
ti
mat
epur
poseofpr
oduct
ioni
ssat
isf
act
ionofhumanwant
s.
Consumersat
isf
act
iondependsupont
hepr
oduct
s’act
ualper
for
mance
i
nrel
ati
ont
obuy
er’
sexpect
ati
ons.I
tisbasedonmanyi
ntangi
blev
alues,
expect
ati
ons,pr
oduct at
tr
ibut
es and cust
omer exper
ience of t
he
t
ransact
ionpr
ocess.Cust
omersat
isf
act
ioncanbedef
inedast
hepoi
nt
atwhi
chexpect
ati
onsandr
eal
i
tycoi
nci
de.I
nacompet
it
ivemar
ketpl
ace
wher
e busi
nesses compet
eforcust
omer
s,cust
omersat
isf
act
ion i
s
seenasakeydi
ff
erent
iat
orandi
ncr
easi
ngl
yhasbecomeakeyel
ement
ofbusi
nessst
rat
egy
.

Wheni
tcomest
otechnol
ogi
cali
ndust
ry,
lapt
opmar
ket
i
sconsi
der
edasmor
ecompet
it
iveoneandappar
ent
lyi
tist
hef
ast
est
gr
owi
ngi
ndust
ryi
nthewor
ld.Thi
subi
qui
tousmachi
nei
srev
olut
ioni
zi
ng
manyf
iel
dsofhumanact
ivi
tyandposi
ngi
tsel
findi
spensabl
etot
he
bur
geoni
ngpopul
ati
onofuser
sal
lov
ert
hewor
ld.Ther
angeofl
apt
ops
av
ail
abl
eint
hemar
ketext
endsf
rom mi
ght
yOsbor
net
omi
cro-
sized
l
apl
ets.

Thel
apt
opmar
keti
schar
act
eri
zedbycut
-t
hroatcompet
it
ionas
t
hecor
epr
oductofmostoft
hecompani
esi
ssi
mil
ar,i
fnoti
dent
ical
.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 2

Al
though t
he I
ndi
an mar
keti
s notgr
owi
ng as f
astas i
ts west
ern
count
erpar
t,i
tiscer
tai
nlyr
isi
ngcompar
edt
oot
herpr
oduct
s.I
nlapt
op
comput
erbusi
nesst
hemar
ket
ing

f
unct
ioni
sassumi
nggr
eat
eri
mpor
tanceduet
othedy
nami
ccompet
it
ive
nat
ureoft
hei
ndust
ryand hi
ghr
ateoft
echnol
ogi
calobsol
escence.
Maj
orpl
ayer
singl
oball
apt
opmar
ketar
eAcer
,Appl
e,Asus,Del
l
,HCL,
HP,Lenov
o,LG,Panasoni
c,Samsung,Sony
,Toshi
baandt
hel
i
stgoes
on.I
n2013,HPwast
hesecondl
argestl
apt
opv
endori
nuni
tsal
esaf
ter
Del
l
.

Mar
ketdev
elopmentandt
echnol
ogi
cali
nnov
ati
onmusthav
ea
sy
mbi
oti
crel
ati
onshi
pforany busi
ness uni
tto achi
evel
ong t
erm
success.Fort
hatpur
poset
hepr
oduct
ionandmar
ket
ingaspect
sshoul
d
bl
endandwor
ktoget
her
.Asawhol
eitshoul
dmeett
hepr
imar
yand
ul
ti
mat
eobj
ect
iveofcust
omersat
isf
act
ion.Var
iousf
act
orsi
nfl
uenci
ng
cust
omersat
isf
act
ionl
i
kequal
i
typr
oduct
s/ser
vices,
fri
endl
yempl
oyees,
qui
ckser
vice,goodv
alue,compet
it
ivepr
ici
ng,t
imel
i
nesset
c.shoul
d
benef
itcust
omer
swhi
chwi
l
lresul
tincust
omerdel
i
ghtt
hatgoesbey
ond
sat
isf
act
ion.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 3

STATEMENTOFPROBLEM.

HP occupi
esauni
queposi
ti
oni
ngl
obalt
echnol
ogi
cali
ndust
ry.Thi
s
st
udyat
tempt
stobr
ingoutt
hesat
isf
act
ionl
evelofcust
omer
stowar
ds
HPl
apt
opsi
nThr
issurCor
por
ati
on.

OBJECTI
VESOFTHESTUDY.

 Tof
indoutthef
act
orst
hosehav
eat
tract
edcust
omer
stowar
ds
HPl
aptops.

 Todeterminet
hel
evelofsat
isf
act
ionofcust
omer
swi
thr
egar
dto
HPlaptops.

SCOPEOFTHESTUDY.

HP,a maj
orpl
ayeri
nthe l
apt
op mar
ket
,has a wi
de net
wor
k of
cust
omer
sar
oundt
hegl
obe.Thest
udygi
vesav
ivi
dpi
ctur
eofv
ari
ous
f
act
orsat
tract
ingcust
omer
stowar
dst
hecompanypr
oductaswel
las
t
hel
i
mit
ati
onsoft
hesame. I
tal
sowel
comesv
aluabl
esuggest
ions
whi
chwi
l
lbenef
iti
nimpr
ovi
ngt
hemar
ket
ingoft
hepr
oduct
.

RESEARCHMETHODOLOGY

1.Dat
acol
l
ect
ion

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 4

Pr
imar
ydat
a:Pr
imar
ydat
ahasbeencol
l
ect
edf
rom cust
omer
sofHP
l
apt
opst
hroughquest
ionnai
reandt
elephoni
cint
erv
iew.

Secondar
ydat
a: Secondar
ydat
a has been col
l
ect
ed f
rom books,
magazi
nes,
newspaper
sandv
ari
ouswebsi
tes.

2.Sampl
e

Sampl
i
ng uni
ts ar
e sel
ect
ed f
rom t
he l
i
mit
ed ar
ea of Thr
issur
Cor
por
ati
on. Sampl
esi
zei
sli
mit
edt
osi
xty
.

3.Anal
yti
cal
tool
s

Per
cent
ages ar
e used f
oranal
ysi
s ofdat
a.Pi
e di
agr
ams and bar
di
agr
amsar
eusedf
orbet
terunder
standi
ngoft
hef
indi
ngs.

LI
MITATI
ONSOFTHESTUDY.

1.Thesur
veyhasbeenconduct
edi
nal
i
mit
edt
imespan.

2.Thenumberofsampl esisli
mi t
edto60andonlyt
hoseresi
dingin
Thr
issurCorporat
ionaret akenint
o consi
der
ati
on.Hencet hei
r
opi
nioncannotbegeneral
ized.

3.Def
ect
soft
elephoni
cint
erv
iewmi
ghthav
einf
luencedt
hest
udy
.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 5

COMPANYPROFI
LE.

Hewl
ett
-Packar
d Company or HP i
s Amer
ican mul
ti
nat
ional
i
nfor
mat
ion t
echnol
ogy cor
por
ati
on headquar
ter
ed i
n Pal
o Al
to,
Cal
i
for
nia,Uni
tedSt
ates.I
tpr
ovi
deshar
dwar
e,sof
twar
eandser
vicest
o
consumer
s,smal
lmedi
um -si
zedbusi
nessesandl
argeent
erpr
ises,
i
ncl
udi
ngcust
omer
sint
hegov
ernment
,heal
thandeducat
ionsect
ors.
Thecompanywasf
oundedi
naone-cargar
agei
nPal
oAl
tobyWi
l
li
am
Bi
l
lRedi
ngt
onHewl
ettandDav
ePackar
d.

Hewl
ett
-Packar
dCompany(
HP)
,incor
por
atedonFebr
uar
y11,
1947,i
sa pr
ovi
derofpr
oduct
s,t
echnol
ogi
es,sof
twar
e,sol
uti
onsand
ser
vicest
oindi
vi
dualconsumer
s,smal
l
-andmedi
um-
sizedbusi
nesses
(
SMBs)andl
arge ent
erpr
ises,i
ncl
udi
ngcust
omer
sint
heGov
ernment
,
heal
thandeducat
ionsect
ors.I
tsoper
ati
onsar
eor
gani
zedi
ntosev
en
segment
s:t
hePer
sonal
Syst
emsGr
oup(
PSG)
,Ser
vices,
theI
magi
ngand
Pr
int
ingGr
oup(
IPG)
,Ent
erpr
iseSer
ver
s,St
orageandNet
wor
king(
ESSN)
,
HPSof
twar
e,HPFi
nanci
alSer
vices (
HPFS)andCor
por
ateI
nvest
ment
s.
TheCompany
’sof
fer
ingsi
ncl
udeper
sonalcomput
ingandot
heraccess
dev
ices; mul
ti
-vendor cust
omer ser
vices, i
ncl
udi
ng i
nfr
ast
ruct
ure
t
echnol
ogyandbusi
nesspr
ocessout
sour
cing,t
echnol
ogysuppor
tand
mai
ntenance,appl
i
cat
ion dev
elopment and suppor
t ser
vices and
consul
ti
ngandi
ntegr
ati
onser
vices,andi
magi
ngandpr
int
ing-
rel
ated
pr
oduct
s.

I
tal
sopr
ovi
desent
erpr
isei
nfor
mat
iont
echnol
ogyi
nfr
ast
ruct
ure,
i
ncl
udi
ngent
erpr
isest
orageandser
vert
echnol
ogy
,net
wor
kingpr
oduct
s
and sol
uti
ons,i
nfor
mat
ion t
echnol
ogy (
IT) management sof
twar
e,

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 6

i
nfor
mat
ion management sol
uti
ons and secur
it
y i
ntel
l
igence/
ri
sk
management sol
uti
ons.As of Oct
ober 31,2011,HP owned an
appr
oxi
mat
ely99% equi
tyi
nter
esti
n Aut
onomyCor
por
ati
on pl
c.I
n
December2011,
theCompanyacqui
redHi
fl
ex

Sof
twar
eGmbH.I
nJanuar
y2014,Qual
comm I
ncacqui
red apat
ent
por
tfol
i
ofr
om Hewl
ett
-Packar
dCompany
.

I
nMar
ch2012,HPhadconsol
i
dat
edPSGandI
PGi
ntoaPr
int
ing
andPer
sonalSy
stemsGr
oup.HPcont
inuest
orepor
tther
esul
tsofI
PG
andPSG separ
atel
y.Subsequentoft
hef
iscaly
earendedOct
ober31,
2011,t
heCompanycompl
etedf
iveot
her
sreal
i
gnment
s,whi
chi
ncl
uded
t
he t
ransf
erofI
ndi
go and Sci
tex suppor
tand t
he Laser
Jetand
ent
erpr
ise sol
uti
ons t
rade suppor
tbusi
ness f
rom t
he t
echnol
ogy
ser
vices(
TS)busi
nessuni
twi
thi
nSer
vicest
otheCommer
cial
Har
dwar
e
busi
nessuni
twi
thi
nIPG;
thet
ransf
eroft
heTi
ppi
ngPoi
ntbusi
nessf
rom
t
heNet
wor
kingbusi
nessuni
twi
thi
nESSNt
oSof
twar
e;t
het
ransf
erof
t
hebusi
nessi
ntel
l
igenceser
vicesbusi
nessf
rom Cor
por
ateI
nvest
ment
s
t
o Appl
i
cat
ion and Busi
ness Ser
vices (
ABS) busi
ness uni
twi
thi
n
Ser
vices;t
he consol
i
dat
ion of t
he Appl
i
cat
ion Ser
vices,Busi
ness
Pr
ocess Out
sour
cingandOt
herSer
vicesbusi
nessuni
tswi
thi
nSer
vices
i
ntoABSbusi
nessuni
t.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 7

I
NDUSTRYPROFI
LE.

Al
apt
op ora not
ebook i
s a por
tabl
e per
sonalcomput
erwi
tha
cl
amshel
lfor
mfact
or,sui
tabl
eformobi
l
euse.Ther
ewasadi
ff
erence
ween l
bet apt
ops and not
ebooks i
nthepast
,butnowaday
sithas
gr
adual
l
ydi
edaway
.Lapt
opsar
ecommonl
yusedi
nav
ari
etyofset
ti
ngs,
i
ncl
udi
ngawor
k,aneducat
ion,
andaper
sonal
mul
ti
medi
a.

Al
apt
op combi
nest
hecomponent
sand i
nput
sofadeskt
op
comput
er,i
ncl
udi
ng di
spl
ay,speaker
s,key
boar
d and poi
nti
ng dev
ice
(
suchasat
ouchpad orat
rackpad)i
nto asi
ngl
edev
ice.Por
tabl
e
comput
ers,whi
chl
aterdev
elopedi
ntomoder
nlapt
ops,wer
eor
igi
nal
l
y
consi
der
ed t
o beasmal
lni
chemar
ket
,most
lyf
orspeci
ali
zed f
iel
d
appl
i
cat
ions,
suchast
hemi
l
itar
y,account
ancy
,forsal
esr
epr
esent
ati
ves
et
c.Aspor
tabl
ecomput
ersdev
elopedandbecamemor
eli
kemoder
n
l
apt
ops,becomi
ngsmal
l
er,l
i
ght
er,cheaper
,andmor
epower
ful
,they
becamev
erywi
del
yusedf
orav
ari
et poses.Al
yofpur apt
opt
erm was
coi
nedi
ntheear
ly80st
osepar
atemobi
l
ecomput
ers,
whi
chcanbeused
onone'
slap,f
rom muchheav
ierpor
tabl
ecomput
ers.Sev
eraly
ear
slat
er
manuf
act
urer
sst
art
edapr
oduct
ionofev
ensmal
l
erpor
tabl
edev
ices
wi
thar
educedwei
ghtandsi
ze,
andwi
thadi
spl
ayr
oughl
ythesi
zeofA4
paperandt
hosewer
emar edasnot
ket ebookst
oopposet
henexi
sted
muchbul
ki
erl
apt
ops.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 8

Si
ncet
hei
ntr
oduct
ionofpor
tabl
ecomput
ersi
nlat
e70s,
thei
rfor
m
hasser
iousl
ychangedov
erdecades,spawni
ngav
ari
etyofv
isual
l
yand
t
echnol
ogi
cal
l
ydi
ff
eri
ng subcl
asses.Ast
heper
sonalcomput
er(
PC)
becamef
easi
blei
n1971,t
hei
deaofapor
tabl
eper
sonalcomput
er
f
oll
owed.A“
per
sonal
,por
tabl
einf
ormat
ionmani
pul
ator
"wasi
magi
ned
byAl
anKayatXer
oxPARCi
n1968,
anddescr
ibedi
nhi
s1972paperas
"
Dynabook"
.The

I
BM 5100,t
hef
ir
stcommer
cial
l
yav
ail
abl
epor
tabl
ecomput
er,appear
ed
i
nSept
ember1975.

Thef
ir
stl
apt
opsusi
ngt
hef
li
pfor
mfact
orappear
edi
ntheear
ly1980s.
TheDul
montMagnum wasr
eleasedi
nAust
ral
i
ain1981–82,
butwasnot
mar
ket
edi
nter
nat
ional
l
yunt
il1984–85.TheGav
il
anSC,
rel
easedi
n1983,
wast
hef
ir
stcomput
erdescr
ibedasa"
lapt
op"byi
tsmanuf
act
urer
.Fr
om
1983 onwar
d,sev
eralnew i
nputt
echni
ques wer
e dev
eloped and
i
ncl
uded i
nlapt
ops.Ther
e ar
e a mul
ti
tude ofl
apt
op br
ands and
manuf
act
urer
s;sev
eralmaj
orbr
ands,of
fer
ing not
ebooks i
nvar
ious
cl
asses.Someoft
hem ar
eAsus,Del
l
,HCL,HP/
Compaq,Lenov
o,LG,
Panasoni
c,Samsung,
Sonyet
c.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 9

CHAPTER2

REVI
EW OFLI
TERATURE

Ar
evi
ew ofpastr
esear
ch hel
ps i
nident
if
ying t
he concept
ualand
met
hodol
ogi
cal
issuesr
elev
antt
othest
udy
.Thi
swoul
denabl
etocol
l
ect
i
nfor
mat
ion and subj
ectt
hem t
o sound r
easoni
ng and meani
ngf
ul
i
nter
pret
ati
on.Abr
iefr
evi
ew ofear
li
err
esear
chwor
krel
atedt
othi
sis
pr
esent
edi
nthechapt
er.Manyst
udi
eswer
econduct
edont
het
opi
c-
cust
omersat
isf
act
ionof l
apt
ops.

1.KALYANROY(
1992)st
atedt
hatt
hequal
i
tyofser
vicer
ender
edt
o
t
hecust
omer
satt
hecount
ersast
hebestf
orm ofmar
ket
ing.
What
evermaybel
evelofpubl
i
crel
ati
ons,asi
ngl
edi
ssat
isf
ied
cust
omercancr
eat
eal
otofadv
erseef
fect
sont
hei
mageof
pr
oduct
.

2.PULLMAN,
MOOREANDWARDELL(
2002)i
nthei
rst
udysai
dthati
t
i
simpossi
blet
oremai
ncostcompet
it
iveandof
ferev
eryf
eat
ure
desi
redbycust
omer
s.

3.PARK(
2006)i
nhi
sar
ti
clesay
sthatst
udent
spr
efer
redDELLand
HP

i
nit
ial
l
yduet
othei
rreasonabl
epr
ici
ngandgoodchoi
cesav
ail
abl
e
wi
thi
nthebr
ands.Butt
heseday
s’Appl
esar
eequal
l
yaf
for
dabl
e
andt
heynow useI
NTEL’
sDuoCor
echi
psl
i
keDELLandHPand
manyar
egoi
ngf
orAppl
e.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 10

4.NASI
R (
2006) f
ound t
hat company shoul
d under
stand t
he
cust
omerpr
efer
encesand v
aluesr
esi
ding i
nthem and shoul
d
dev
elopst
rat
egi
esaccor
dingl
ytoi
ncr
easecust
omersat
isf
act
ion,
l
oyal
tyandr
etent
ion.Thesecanal
sost
rengt
hent
hei
rcompet
it
ive
posi
ti
on.Theyshoul
dal
so under
standt
hecust
omer
pur
chasedeci
sionofv
ari
ouspr
oductmar
ket
s.

5.RACHELMcCLARY(
2006)i
nherst
udyon‘
Anev
aluat
ionof
consumerbuy
ercr
it
eri
aandi
tsi
mpactonpur
chaseof
commodi
ti
zedl
apt
ops’
giv
est
hatf
orHP,
thet
womosti
mpor
tant
i
nfor
mat
ionsour
cest
hatsur
facedwer
edi
rectmai
landwebsi
tes.
Theseappeal
edt
otheHPbaset
hemost
.Tocont
inuei
nthi
sfr
ont
,
mov
efor
war
dwi
thdi
rectmai
l
,tar
get
ingt
hemessagesl
i
ght
lymor
e
basedont
hedemogr
aphi
c:pushpr
icef
ormi
ddl
eage,
qual
i
tyf
or
ol
der
,andeaseofpur
chasef
ory
oungest
.Focusonbr
andi
mage
f
ort
hosecol
l
egecr
owdsandmaket
hemessager
esonat
ewi
th
t
hem t
hatHPi
shi
pandcool
.Techni
cal
audi
encesappr
eci
ate
di
rectmai
l
.Ti
ght
enupt
hatmessageaswel
l
.Takeal
esst
echni
cal
v
iewont
hewebsi
test
oappeal
tot
henov
icecr
owd.

6.ROCKMAN(
2007)st
atest
hatl
apt
opi
schangi
ngt
heat
ti
tudeof
st
udentandt
heyconsi
derl
apt
opasaper
sonal
env
ironmentf
or
l
ear
ning.Pr
ideofowner
shi
pandmor
eindi
vi
dual
i
zedappr
oachof
l
ear
ningar
etwobenef
it
sforst
udent
sin1:
1school
s.St
udent
sin
l
apt
oppr
o-gr
amsof
tenhav
eagr
eat
erl
evel
ofaut
onomy
,
i
ndependenceandr
esponsi
bil
i
tyr
athert
hant
heyev
erhadbef
ore.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 11

7.HARI
PRASADandPHI
LLI
P(2008)di
dacompar
ati
vest
udyont
he
l
apt
oppr
efer
encewi
thcompet
it
ivebr
ands.Thest
udyal
soai
msat
st
udy
ingt
hev
ari
ousdet
ermi
nant
sofchoosi
ngapar
ti
cul
arbr
and
ofl
apt
opi
ncompar
isonwi
thv
ari
ousot
herbr
andsav
ail
abl
eint
he
mar
ket
.The st
udy concl
udes t
hatconsumergener
all
y gi
ves
pr
efer
encef
ort
heper
for
manceoft
hesy
stem asi
tisahi
gh
i
nvol
vementpr
oduct
.

8.RASH (
2010)pr
oposedt
hatt
hebi
ggestchangescomi
ngar
ein
choi
cesofpr
ocessor
s,t
het
ypeofst
orageandmeansofuser
i
nput
. Al
so as wi
rel
ess i
nfr
ast
ruct
ure gr
ows,t
hese mobi
l
e
comput
ersar
egai
ningwi
rel
esscapabi
l
iti
est
omat
ch.

9.MELVI
LLE,MATULA,PI
NNEY & PELLETI
ER (
2010)conduct
eda
st
udyt
ounder
studyt
heat
tr
ibut
esconsi
der
edi
npur
chasi
ngl
apt
op.
Thi
sst
udywasdonei
nFr
ankl
i
npi
erce.Thest
udywasal
sost
ated
t
hatmaj
ori
tyoff
orei
gnst
udent
sar
ehi
ghl
ysat
isf
iedwi
thAppl
e
andDELLpr
oduct
si.
e.,t
hecust
omersat
isf
act
ioni
shi
ghf
orbot
h
oft
hispr
oduct
s.Theyr
atedWi
-Fit
obeani
mpor
tantf
eat
ureor
at
tr
ibut
eoft
hel
apt
ops.

10. SHASHANKTRI
PATHI
(2013)i
nhi
sst
udy
,ast
udyofst
udent
s’
buy
ingbehav
iort
owar
dsl
apt
ops’hi
ghl
i
ght
edt
hatt
hecust
omer
deci
sionmaki
ngpr
ocessandbuy
ingbehav
iorar
einf
luencedby
i
nter
nalaswel
lasext
ernalf
act
ors.Thei
nter
nalf
act
orsconsi
stof
f
act
orssuchasneedsandmot
ivat
ionandext
ernalf
act
orsconsi
st

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 12

ofcul
tur
e,soci
al,cl
ass&f
ami
l
y,househol
dandr
efer
encegr
oups.
The maj
ori
ty of st
udent
s’deci
sion maki
ng st
ylei
s qual
i
ty
consci
ousness,
fol
l
owedbypr
icesensi
ti
veness.

CHAPTER3

ANALYSI
S&I
NTERPRETATI
ONOFDATA

Anal
ysi
sandi
nter
pret
ati
onar
etwodi
ff
erentpr
ocesses.Anal
ysi
s
r
efer
stot
hepr
ocessofbr
eaki
ngdownacompl
exsetoff
igur
esi
nto
si
mpl
est
atement
s.Buti
nter
pret
ati
onmeansexpl
aini
ngt
hemeani
ngand
si
gni
fi
canceoft
hesesi
mpl
i
fiedst
atement
s.

AGECOMPOSI
TION

Tabl
e3.
1

AGE RESPONDENTS

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 13

I
NNUMBER I
NPERCENTAGE

15–25 18 30%

25–35 26 43.
33%

35–45 10 16.
66%

45andabov
e 6 10%

Char
t3.
1

I
NTERPRETATI
ON:

Fr
om t
heabov
edat
awecanunder
standt
hat43.
33%off
alli
ntheage
gr
oupof25-
35y
ear
s,30%i
n15-
25y
ear
s,16.
67%i
n35-
45y
ear
sand10%
i
nabov
e45y
ear
sagegr
oup.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 14

OPI
NIONABOUTHPLAPTOP

Tabl
e3.
2

NUMBEROF PERCENTOF
OPI
NION
RESPONDENTS RESPONDENTS

Excel
l
ent 5 8.
33%

Good 17 28.
33%

Av
erage 19 31.
67%

Sat
isf
act
ory 16 26.
67%

Bad 3 5%

Char
t3.
2

I
NTERPRETATI
ON:

Fr
om t
he abov
e dat
aitcan be under
stood t
hatonl
y 8.
33% has
r
espondedt
hatpr
oducti
sexcel
l
ent
.28.
33%ofr
espondent
shav
erat
ed
t
hepr
oductasgood.31.
67%,26.
67%,and5% hav
erat
edt
hepr
oduct

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 15

av
erage,
sat
isf
act
oryandbadr
espect
ivel
y.

PURPOSEOFPURCHASE

Tabl
e3.
3

NUMBEROF PERCENTOF
PURPOSE
RESPONDENTS RESPONDENTS

Per
sonal
use 26 43.
33%

Pr
ofessi
onal
use 14 23.
33%

Bot
h 20 33.
33%

Char
t3.
3

I
NTERPRETATI
ON:

Theabov
est
ati
sti
csshowst
hat43.
33%r
espondent
spur
chasedl
apt
op
f
or per
sonaluse.23.
33% r
espondent
s pur
chased HP l
apt
op f
or

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 16

pr
ofessi
onaluse andr
est(
one-
thi
rd)pur
chasedHPl
apt
opt
osat
isf
y
bot
huses.

SOURCEOFPURCHASE

Tabl
e3.
4

NUMBEROF PERCENTOF
SOURCE
RESPONDENTS RESPONDENTS

Deal
ers 42 70%

Out
let
s 14 23.
33%

Onl
i
nepur
chase 4 6.
67%

Char
t3.
4

I
NTERPRETATI
ON:

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 17

Byanal
yzi
ngt
heabov
etabl
ewecanf
indoutt
hat70% ofpur
chaseof
l
apt
opswasmadef
rom deal
ers.23.
33% and6.
67% oft
hepur
chases
wasmadef
rom out
let
sandonl
i
nest
oresr
espect
ivel
y.

PERI
ODOFUSAGE

Tabl
e3.
5

NUMBEROF PERCENTOF
PERI
ODOFUSAGE
RESPONDENTS RESPONDENTS

Lesst
han1y
ear 11 18.
33%

1-
3year
s 23 38.
33%

3-
5year
s 16 26.
67%

Mor
ethan5y
ear
s 10 16.
67%

Char
t3.
6

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 18

I
NTERPRETATI
ON:

Anal
yzi
ngt
heabov
edat
a,i
tcanbef
igur
edoutt
hat18.
33%ofcust
omer
s
ar
eusi
ngl
apt
opf
orl
esst
han1y
ear
,38.
33%f
or1-
3year
s,26.
67%f
or3-
5
y
ear
sand16.
67%f
ormor
ethan5y
ear
s.

USAGEHOURS

Tabl
e3.
6

NUMBEROF PERCENTOF
DURATI
ON
RESPONDENTS RESPONDENTS

Lesst
han1hour 7 11.
67%

1-
3hour
s 20 33.
33%

3-
5hour
s 30 50%

Mor
ethan5hour
s 3 5%

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 19

Char
t3.
6

I
NTERPRETATI
ON:

Hal
foft
her
espondent
s(50%)useHPl
apt
op3-
5hour
sdai
l
y.Onl
y5%of
r
espondent
sindi
cat
edt
hatt
heyusemor
ethan5hour
s.11.
67% and
33.
33%of

r
espondent
srepl
i
edt
hatt
heyuseHPl
apt
opl
esst
han1hourand1-
3
hour
srespect
ivel
y.

REASONTOPREFERHPLAPTOP

Tabl
e3.
7

NUMBEROF PERCENTOF
REASON
RESPONDENTS RESPONDENTS

LI
FE 6 10%

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 20

ADVERTI
SEMENT 13 21.
67%

PRI
CE 16 26.
67%

BRAND 11 18.
33%

AVAI
LABI
LITY 5 8.
33%

AFTERSALESSERVI
CE 7 11.
67%

OTHERS 2 3.
33%

Char
t3.
7

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 21

I
NTERPRETATI
ON:

Byi
nter
pret
ing t
he abov
etabl
eitcan be made cl
eart
hat10% of
r
espondent
spr
efer
redHP l
apt
opbecauseofi
tsl
ongl
i
fe,21.
67% f
or
adv
ert
isement
,26.
67%f
ori
tsaf
for
dabl
epr
ice,18.
33%f
ort
her
enowned
br
and,8.
33% f
orav
ail
abi
l
ity
,11.
67% f
ori
tsaf
tersal
esser
vicesand
3.
33%duet
oot
herr
easons.

I
NFLUENCEOFMEDI
A

Tabl
e3.
8

NUMBEROF PERCENTOF
MEDI
A
RESPONDENTS RESPONDENTS

Mout
hmar
ket
ing 22 36.
67%

Tel
evi
sion 15 25%

Newspaper
s 10 16.
66%

Magazi
nes 9 15%

Onl
i
neadv
ert
isement 4 6.
67%

Char
t3.
8

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 22

I
NTERPRETATI
ON:

Theabov
etabl
emakesi
tcl
eart
hat36.
67%wer
einf
luencedbywor
dof
mout
h mar
ket
ing,25% byt
elev
isi
on,16.
66% bynewspaper
,15% by
magazi
nes,6.
67%byonl
i
nemedi
awhi
l
emaki
ngpur
chasedeci
si
ons.

ATTRACTI
ONTOPROMOTI
ONALACTI
VITI
ES

Tabl
e3.
9

WHETHERATTRACTED NUMBEROF PERCENTOF

ORNOT RESPONDENTS RESPONDENTS

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 23

Yes 24 40%

No 36 60%

Char
t3.
9

I
NTERPRETATI
ON:

Fr
om t
heabov
echar
titcanbedepi
ctedt
hatonl
y40%ofr
espondent
s
gotat
tract
edt
opr
omot
ionalact
ivi
ti
esofHP.Ther
emai
ning60%wer
e
outoft
hepur
viewofv
ari
ouspr
omot
ional
act
ivi
ti
esofHP.

EFFECTOFEACHPROMOTI
ONALACTI
VITY

Tabl
e3.
9.1

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 24

NUMBEROF PERCENTOF
PROMOTI
ONALACTI
VITY
RESPONDENTS RESPONDENTS

Cust
omermeet 5 20.
83%

Onl
i
nef
orums 1 4.
17%

Di
scount 8 33.
33%

Fest
ival
off
er 7 29.
17%

Fr
eegi
ft
s 3 12.
5%

Char
t3.
9.1

I
NTERPRETATI
ON:

Oft
hepeopl
ewhogotat
tr
act
edbypr
omot
ionalact
ivi
ty,20.
83% wer
e
i
nfl
uenced by cust
omermeet
,4.
17% by onl
i
ne f
orums,33.
33% by

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 25

di
scount
s,29.
17%byf
est
ival
off
ersand12.
5%byf
reegi
ft
s.

NUMBEROFCOMPLAI
NTS

Tabl
e3.
10

NUMBEROF PERCENTOF
NUMBEROFTI
MES
RESPONDENTS RESPONDENTS

None 6 10%

1-
3ti
mes 35 58.
33%

3-
5ti
mes 18 30%

Mor
ethan5t
imes 1 1.
67%

Char
t3.
10

I
NTERPRETATI
ON:

Fr
om t
heabov
etabl
eitcanbeanal
yzedt
hat10%ofr
espondent
shasn’
t

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 26

f
acedanycompl
aint
swi
tht
hei
rHPl
apt
op.58.
33%ofr
espondent
sfaced
compl
aint
s1-
3ti
mes,30%f
aced3-
5ti
mesandonl
y1.
67%f
acedmor
e
t
han5t
imes.

AVERAGENUMBEROFCOMPLAI
NTSPERYEAR

Tabl
e3.
11

NUMBEROF NUMBEROF PERCENTOF

COMPLAI
NTS RESPONDENTS RESPONDENTS

None 14 23.
33%

Once 35 58.
33%

Twi
ce 10 16.
67%

Thr
ice 1 1.
67%

Char
t3.
11

I
NTERPRETATI
ON:

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 27

Byi
nter
pret
ingt
hedat
agi
venabov
e,wecanf
indoutt
hat23.
33%
r
espondedt
hatt
her
ewer
enocompl
aint
s.58.
33%f
aceonce,
16.
67%
f
acet
wiceand1.
67%f
acet
hri
ceev
eryy
earonanav
erage.

SERVI
CINGAVAI
LABI
LITY

Tabl
e3.
12

NUMBEROF PERCENTOF
RATI
NG
RESPONDENTS RESPONDENTS

Excel
l
ent 14 23.
33%

Good 25 41.
67%

Av
erage 11 18.
33%

Sat
isf
act
ory 9 15%

Bad 1 1.
67%

Char
t3.
12

I
NTERPRETATI
ON:

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 28

Fr
om t
hedat
agi
venabov
eitcanbei
nfer
redt
hat23.
33%ofr
espondent
s
r
atedser
vici
ngav
ail
abi
l
ityasexcel
l
ent
,41.
67% r
atedasgood,18.
33%
r
atedasav
erage,
15%r
atedassat
isf
act
oryand1.
67%asbad.

CUSTOMERCARECELLSERVI
CES

Tabl
e3.
13

NUMBEROF PERCENTOF
SATI
SFI
EDORNOT
RESPONDENTS RESPONDENTS

Yes 40 66.
67%

No 20 33.
33%

Char
t3.
13

I
NTERPRETATI
ON:

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 29

Fr
om t
heabov
edat
aitcanbei
nfer
redt
hatt
wo-
thi
rdar
esat
isf
iedwi
th
t
heser
vicespr
ovi
dedbycust
omercar
ecel
landr
emai
ningone-
thi
rdar
e
notsat
isf
ied.

REASONFORDI
SSATI
SFACTI
ON

Tabl
e3.
14

NUMBEROF PERCENTOF
REASON
RESPONDENTS RESPONDENTS

Lowbat
ter
ybackup 27 45%

Del
ayi
nser
vici
ng 21 35%

Lowspeedpr
ocessor 4 6.
67%

Poorscr
eenr
esol
uti
on 1 1.
66%

Ot
hercompl
aint
s 7 11.
67%

Char
t3.
14

I
NTERPRETATI
ON:

I
nbr
ief45%ofr
espondent
shadt
hei
rreasoni
.e,l
owbat
ter
ybackupf
or

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 30

t
hei
rdi
ssat
iaf
act
ion.Li
kewi
se,35%f
ordel
ayi
nser
vici
ng,6.
67%f
orl
ow
speedpr
ocessi
ng,1.
66%f
orpoorscr
eenr
esol
uti
onandt
her
est11.
67%
f
orot
hercompl
aintwi
thper
ipher
als.

REPLACEMENTOFPARTS

Tabl
e3.
15

WHETHERREPLACED NUMBEROF PERCENTOF

ORNOT RESPONDENTS RESPONDENTS

Yes 11 18.
33%

No 49 81.
67%

Char
t3.
15

I
NTERPRETATI
ON:

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 31

Fr
om t
het
abl
eabov
eiti
scl
eart
hat18.
33%ofr
espondent
shadr
epl
aced
anypar
t/par
tsoft
hei
rlapt
op.Ot
her
s(81.
67%)wer
enotbeent
osucha
si
tuat
ion.

REPLACEDPARTSANALYSI
S

Tabl
e3.
15.
1

NUMBEROF PERCENTOF
REPLACEDPART
REPLACEMENTS REPLACEMENTS

Key
boar
d 2 18.
18%

Touchpad 3 27.
28%

Mot
her
boar
d 2 18.
18%

CDDr
ive 2 18.
18%

Pendr
ivesl
ot 1 9.
09%

Lapt
opscr
een 1 9.
09%

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 32

Char
t3.
15.
1

I
NTERPRETATI
ON:

Oft
her
epl
acement
sgotdone,27.
28%r
epl
acementwer
eoft
ouchpads,
18.
18% eachf
orkey
boar
ds,mot
her
boar
dandCD dr
ives.9.
09% each
wer
eofpendr
ivesl
otsandscr
een.

RECOMMENDATI
ONTOFRI
ENDS/
RELATI
VES

Tabl
e3.
16

NUMBEROF PERCENTOF
RECOMMENDORNOT
RESPONDENTS RESPONDENTS

Yes 53 88.
33%

No 7 11.
67%

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 33

Char
t3.
16

I
NTERPRETATI
ON:

Theabov
efi
gur
emakesi
tvi
vi
dthatamaj
ori
tyofcust
omer
sofHP(
88%)
r
ecommendHPt
othei
rfr
iends/r
elat
ives.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 34

CHAPTER4

FI
NDI
NGS,
SUGGESTI
ONSANDCONCLUSI
ON

FI
NDI
NGS.

1.Cust
omer
sint
heagegr
oupof25-
35y
ear
sar
efoundt
obei
n
possessi
onofHPl
apt
opmor
ethananyot
heragegr
oup.

2.Mostoft
hecust
omer
srat
edHPl
apt
opasav
erage.28.
33%and
26.
67%ofcust
omer
srat
edHPl
apt
opasgoodandsat
isf
act
ory
r
espect
ivel
y.

3.43.
33% ofr
espondent
spur
chaseHPl
apt
opsf
orper
sonaluse
and33%usei
tforbot
hper
sonal
andpr
ofessi
onal
uses.

4.I
thasbeenobser
vedt
hat70%ofpeopl
eoptt
obuyl
apt
opf
rom
deal
ers.

5.26.
67%ofcust
omer
srespondedt
hatt
heyhav
ebeenusi
ngHP
l
apt
opf
or3-
5year
s.

6.Mostoft
hecust
omer
sar
eusi
ngt
hei
rHPl
apt
opsf
or3-
5hour
s
dai
l
yonanav
erage.

7.26.
67%cust
omerconsi
derpr
icewhi
l
epr
efer
ri
ngHPov
erot
her
br
ands.Li
feofHPl
apt
op,adv
ert
isementandbr
andar
eot
her
i
nfl
uent
ial
fact
ors.

8.Thest
udyr
eveal
sthatmostpeopl
ehav
ecomet
oknowabout
HP l
apt
ops t
hrough wor
d of mout
h mar
ket
ing. TV
adv
ert
isement
shav
eal
soi
nfl
uencedpur
chasedeci
si
ons.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 35

9.60% ofcust
omer
s opi
ned t
hatt
hey ar
e notat
tract
ed by
pr
omot
ional
act
ivi
ti
es.

10. Of t
he cust
omer
s who got at
tract
ed by pr
omot
ional
act
ivi
ti
es,maxi
mum r
esponsewasr
ecei
vedt
owar
dsdi
scount
s
r
athert
hanf
est
ival
off
ers,
cust
omermeet
sandf
reegi
ft
s.

11. I
thas been obser
ved t
hat58.
33% ofcust
omer
sfaced
compl
aint
sfor1-
3ti
mes.

12. Thest
udyr
eveal
edt
hatmostofconsumer
srat
edser
vici
ng
av
ail
abi
l
ityasgood.

13. 58.
33% cust
omer
sresponded t
hatt
heyf
ace compl
aint
s
oncei
nay
earonanav
erage.

14. 40%ofpeopl
ehav
etheopi
niont
hatt
heyar
esat
isf
iedwi
th
t
hecust
omercar
ecel
lser
vices.

15. Mostr
epor
tedr
easonf
or di
ssat
isf
act
ionwasl
ow bat
ter
y
backup r
athert
hanot
herr
easonsl
i
kedel
ayi
nser
vici
ng,poor
scr
eenr
esol
uti
onandot
hercompl
aint
swi
thper
ipher
als.

16. Mostofcust
omer
shav
en’
thadr
epl
acementofanypar
tof
t
hei
rHP l
apt
ops.Ont
hebasi
sofr
esponsescol
l
ect
edf
rom
cust
omer
stouchpadi
sthepar
t whi
chi
smostr
epl
acedt
han
key
boar
d,mot
her
boar
d,CDdr
ive,pendr
ivesl
otsorot
herpar
ts.

17. 36.
67% ofcust
omer
shav
elapt
ops/
comput
ersot
hert
han
t
hatofHP.

18. 53% ofcust

omer
sopi
ned t
hatt
heywi
l
lrecommend HP
l
apt
opt
othei
rfr
iends/r
elat
ives.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 36

SUGGESTI
ONS.

1.Lapt
opmanuf
act
urer
sshoul
dgi
veduecar
eonpr
ovi
dingef
fect
ive

adv
ert
isementasal
mostal
lthecust
omer
shadbeeni
nfl
uenced

most
lybywor
dofmout
hmar
ket
ing.

2.Qual
i
tyofser
vici
ngmustbeenhancedandspeci
alcar
emustbe
t
akento

make avai
labl
e essent
ialser
vices at r
ight t
ime because a
subst
ant
ial

groupofcust
omer
sfacecompl
aint
swi
tht
hei
rHPl
apt
opat
least
once

i
nay
earonanav
erage.

3.Themanuf
act
urershoul
dtakeopt
imum car
ewhi
l
edeal
i
ngwi
th

pr
omot
ional
act
ivi
ti
est
hatcanat
tr
actt
hecust
omer
sef
fect
ivel
yas

major
it
y of the cust
omer
s had notbeen awar
e of v
ari
ous
pr
omot i
onal

act
ivi
ti
esofHP.

4.I
twoul
dbebet
teri
fthecompanyadoptdi
rectmar
ket
ingand

di
str
ibut
iont
her
ebyr
educi
ngt
hepr
iceofHPl
apt
opr
athert
han

deal
i
ngt
hroughmi
ddl
emen.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 37

CONCLUSI
ON.

Anunbeat
ent
heor
yint
hebusi
nessi
sthatsat
isf
act
ionof
cust
omer
sist
hepr
imar
yandul
ti
mat
eobj
ect
ive.Theor
gani
zat
ionwhi
ch
i
nit
iat
eef
fi
cientandconsci
ousef
for
ttobr
ingupt
hesamewi
l
lcapt
ure
t
hehear
toft
hei
ndust
ryf
orsur
e.

Af
teranal
ysi
ngt
hedat
acol
l
ect
edf
rom t
hesur
vey
,itcanbe
concl
udedt
hatdespi
teofal
lvar
iat
ioncomi
ngi
nthel
apt
opi
ndust
ry,HP
hasal
way
sbeensuccessf
uli
nsat
isf
yingi
tscust
omer
sandal
mostal
l
cust
omer
shav
erat
edt
hepr
oductasgood.Manyoft
hecust
omer
shav
e
r
espondedt
hatt
hebr
andi
magei
tsel
fhasat
tract
edt
hem t
opur
chase
HPl
apt
op.Theyal
soopi
nedt
hatr
athert
hananyot
hermedi
amout
h
mar
ket
ingi
nfl
uencet
hei
rpur
chasedeci
sion.

I
nshor
t,HPl
apt
ophasmadeanexcel
l
entt
rackr
ecor
din
cust
omersat
isf
act
ion.Qual
i
tyofpr
oductandser
vici
ng,
brandi
mageand
pr
omot
ionalact
ivi
ti
eshav
econt
ri
but
ed i
nachi
evi
ng t
heobj
ect
iveof
cust
omersat
isf
act
ion.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 38

APPENDI
X
QUESTI
ONNAI
RE
TOPI
C:CUSTOMERSATI
SFACTI
ONTOWARDSHPLAPTOPS

1.PERSONALDETAI
LS

Name: Gender
:

Age:

Pr
ofessi
on:

2.Whati
syouropi
nionaboutt
heHPl
apt
opy
ouhav
epur
chased?

Excel
l
ent Good Av
erage Sat
isf
act
ory Bad

3.Whatwasy
ourpur
poseofpur
chase?

Per
sonal
use Pr
ofessi
onal
use Bot
h

4.Whatwasy
oursour
ceofpur
chase?

Deal
ers Out
let
s Onl
i
nepur
chase

5.Howl
onghav
eyoubeenusi
ngt
heHPl
apt
op?

Lesst
han1y
ear 1-
3year
s 3-
5year
s mor
ethan5
y
ear
s

6.Whati
sthedur
ati
onofy
ourdai
l
yHPl
apt
opusage?

Lesst
han1hour 1-
3hour
s 3-
5hour
s mor
ethan5
hour
s

7.Whydi
dyoupr
eferHPl
apt
op?

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 39

Li
fe Adv
ert
isement Pr
ice Br
and Av
ail
abi
l
ity

Af
tersal
esser
vice Ot
her
s,pl
easespeci
fy_
___
___
___
___
__

8.Whi
chmedi
ahasi
nfl
uencedy
oui
npr
efer
ri
ngHPl
apt
op?

Mout
hmar
ket
ing Tel
evi
si
on Newspaper
Magazi
nes

Onl
i
neadv
ert
isi
ng

9.Wer
eyouat
tract
edbyanypr
omot
ional
act
ivi
ti
esoft
hecompany
?

Yes No

I
fyes:

Cust
omermeet Onl
i
nef
orums Di
scount

Fest
ival
off
ers Fr
eegi
ft
s

Anyot
her
,pl
easespeci
fy_
___
___
___
__

10. How manyt

imeshav
eyouhadcompl
aint
swi
thy
ourHP
l
apt
op?

None 1-
3ti
mes 3-
5ti
mes Mor
ethan5t
imes

11. How f
requent
lyhad y
ou f
aced compl
aint
s wi
thy
ourHP
l
apt
opi
nay
ear
?

None Once Twi

ce Thr
ice 4t
imesor
mor
e

12. Whati
syouropi
nion aboutser
vici
ng av
ail
abi
l
ity oft
he
pr
oduct
?

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 40

Excel
l
ent Good Av
erage Sat
isf
act
ory Bad

13. Ar
eyousat
isf
iedwi
tht
heser
vicespr
ovi
dedbycust
omer
car
ecel
lofHP?

Yes No

14. Whati
sther
easonf
ordi
ssat
isf
act
iont
owar
dsHPl
apt
op?

Low bat
ter
ybackup Del
ayi
nser
vici
ng Low speed
pr
ocessor

Poorscr
eenr
esol
uti
on Ot
hercompl
aint
swi
thper
ipher
als

15. Hav
eyouev
erhadr
epl
acementofanypar
tofHPl
apt
op?

Yes No

I
fyes,
speci
fyt
hepar
t:

Key
boar
d Touchpad Mot
her
boar
d CDdr
ive

Pendr
ivesl
ot Lapt
opscr
een

16. Doy
ouhav
eanyl
apt
op/
comput
erot
hert
hant
hatofHP?

Yes No I
fyes,
pleasespeci
fy_
___
___
___
___

17. Woul
dyour
ecommendHPl
apt
opt
oyourf
ri
ends?

Yes No

18. Whati
mpr
ovement
sdoy
ouexpecti
nmanuf
act
uri
ngand
di
str
ibut
ion

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 41

oft
hepr
oduct
?

BI
BILI
OGRAPHY

1.MARKETI
NGRESEARCH–TEXT,
APPLI
CATI
ONSAND

CASESTUDI
ES.ByRamanuj
Maj
umdar
.

NewAgeI nt
ernat
ional(
p)l
tdpubl
i
sher
s–Di
scussi
onofr
esear
ch
st
udi
es.Page331.

2.MARKETI
NGMANAGEMENT.ByPhi
l
ipKot
ler
.

Pr
ent
iceHal
lofI
ndi
aPr
ivat
elt
d.

Page36–Par
a:2

3.Har
ipr
asadS,Batch-
16FK- 1648;
 
AbeyPPhil
ip 
(2008)Cust
omer
Pr
efer
enceofaPar t
icul
arLapt
op 
Brandwi
thCompetit
iveBr
ands:
AComparat
iveSt
udy.

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,
 42

4.Ki
el,
Geof
frey
:“Technol
ogyandmar
ket
ing:
TheMagi
cMi
x?”f
rom

Busi
nessHor
izons.

5.Dani
elMel
vi
ll
e,Kai
tMat
ula,
Cor
eyPi
nney
,andMi
kePel
l
eti
er(
2010)

Amar
ket
ingr
esear
chst
udyt
odet
ermi
net
hemosti
mpor
tant

at
tr
ibut
esofl
apt
opst
oFr
ankl
i
nPi
erceUni
ver
sit
yst
udent
s.

6..
Nasi
r,V.A.
,Yor
uker
,S.
,Gunes,
F.,
andOzdemi
r,Y.(
2006)
.

“
Fact
orsI
nfluenci
ngConsumer
s’Lapt
opPur
chases”

7.Rockman,
S.(
2007)
.It
’smyl
apt
op.Thr
eshol
d.

8.Wi
ki
pedi
aandot
herwebsi
tes

Depar
tmentofCommer
ce Vi
mal
aCol
l
ege,