Mukt Shabd Journal ISSN NO: 2347-3150

A STUDY ON CUSTOMER SATISFACTION

TOWARDS HP LAPTOP IN THANJAVUR DISTRICT
*S. SWEETY ELIZABETH THANGAM
*B.PRIYADHARSHINI
Asst.Prof of Commerce
Bon Secours College for Women, Thanjavur

ABSTRACT - Customer satisfaction plays important role in retaining existing customers and forming new
customers. HP laptop was one of the leading brands in India. As Success of any business depends on the
customer satisfaction HP is also required to maintain the satisfaction level of its customers. This study aims at
analyzing the satisfaction level of customers and reasons for the satisfaction .

INTROUCTION
Good service and customer satisfaction are very important for both small and big
companies, but especially for small companies. Today competition between companies is
very high, providing good service is becoming more and more important. When a company
manager serve its customer well enough and make them happy, company can create long
term customer relationship and possibly get free marketing. Customers tell about the good
service they got when they have a positive impact on the company's results and that is why it
is important to investigate the impact of customer satisfaction. When measuring customer
satisfaction it’s possible to get useful information of the company customer and the results
can be used to improve the company service. We can get an exact idea of what your customer
want and you can start developing the service. Measuring customer satisfaction should be a
continuous process that is carried out regularly, not just one if it is done regularly results will
be more beneficial.Customer satisfaction is generally described as a judgment that a customer
develops after the act of purchase of a product/service. The determinant to customer
satisfaction includes product quality, product packaging, keeping delivery commitments,
price and responsiveness and ability to resolve complaints and overall communication,
accessibility and attitude.
STATEMENT OF THE PROBLEM
In the modern business, it is very important to get the satisfaction from the consumers,
which increase the volume of profit. So, only when the consumers are satisfied with a
particular product or service, they will consume again that particular service. So without any
satisfaction of a particular service we can say that consumers will not go for that service.
Hence the researcher has taken the problem that the consumers are satisfied or dissatisfied
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with the sales, service and supply of the Laptops and other accessories for their continuous
usage. The suppliers have been considering the customers of different types and extending
their full fledged services. This type of products are admired the customers and get satisfied
of the Laptops. Though there are varieties available, how the consumer choose and how is it
supplied by the dealers are the major problems of the research which would not be available
earlier. With this as a research gap the study is carried out significantly. This study is fully
focused on the consumer preference towards Laptops and other accessories in Thanjavur
district. The importance of this study is to determine the values of the customer based
services of the suppliers of the Laptops and other accessories.
OBJECTIVES
• To find out the consumer’s level of satisfaction on HP laptops.
• To find out the consumer’s perception HP laptops.
• To handle the customer grievances.
RESEARCH METHODOLOGY
. In fact methodology decides the usage of various methods available. The scope of
research methodology is wider than that of research method. It tries to answer why a research
study is undertaken how the research problem is defined, why a particular method is used.
RESEARCH METHOD
Research methods are the techniques the researcher employs in conducting research.
Techniques to collect data, statistical tools to analyze the data and the procedure used to
evaluate and compare the results are known as research methods.
DATD COLLECTION
Survey method is considered the method for the data collection and tools for data
collection and questionnaire, private individuals, private and public organization and even
government adopting it. The information about total quality management was collected by
every department a questionnaire in personal interview.
• Primary data:
Primary data consists of those data, which are collected afresh and for the first time
and therefore happen to be original in character.
Questionnaire was the instrument being used for collecting primary data.
• Secondary data:
Secondary date for the study was collecting form corporate records, books, internet,
journals and magazines.
SAMPLING DESIGN
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• Universe of the study:

The universe for the study is 100 respondents collection through the questionnaire.
• Sampling method:
The sample size of the study is taken as 100 which consist of 100 respondents. A
stratified method is customer for the data collection from the Customers.
• Sampling size
The substantial portions of the target Customers that are sampled to achieve reliable
result are 100 respondents.
TOOLS FOR DATS COLLECTION
 Chi square
SCOPE
The present study has wide scope and makes an attempt to bring forth about the
satisfaction of customers. This study has the following additional scopes. It helps to
understand the factors which are considered by the customers while choosing particular
product. It helps to know about the role of brand loyalty and its effect on buyer behavior. It
will help the suppliers to understand the problems faced while marketing the products.
REVIEW OF PAST STUDIES
The customer is always considered as a core of business activity. Author discussed in
this book that marketing is only one factor in attracting and keeping customers.
• Philip Kotler
The study highlights the adoptability of Wi-Fi connectivity as a necessity in
Hospitality, Airlines, Schools, Colleges and various other places. It also notifies that laptop
market is boosting due to price reduction and ultra-slicks laptops.
• Ray S 2009
This research focused on studying the impact of using laptops in a required
undergraduate-level engineering course at Oregon State University (OSU) in winter 2004 and
winter 2005. The individual usage of laptops with wireless capability both inside and outside
classrooms in winter 2005 was found to positively impact student learning outcomes and
assist in the achievement of class learning objectives. No significant differences in attitudes
were found in either year. Student attitudes towards laptops and the usage of laptops were
unchanged by the introduction of laptops in both years.
Rungchat Chompu-inwai1 and Toni L. Doolen 2006
COMPANY PROFILE

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Hewlett-Packard Company or HP is an American multinational information

technology corporation headquartered in Palo Alto, California, United States that provides
products, technologies, software, solutions and services to consumers, small- and medium-
sized businesses (SMBs) and large enterprises, including customers in the government, health
and education sectors. The company was founded in a one-car garage in Palo Alto by
William (Bill) Redingote Hewlett and Dave Packard.
HP is the world's leading PC manufacturer. It specializes in developing and
manufacturing computing, data storage, and networking hardware, designing software and
delivering services. Major product lines include personal computing devices, enterprise, and
industry standard servers, related storage devices, networking products, software and a
diverse range of printers, and other imaging products.
HP markets its products to households, small- to medium-sized businesses and
enterprises directly as well as via online distribution, consumer electronics and office-supply
retailers, software partners and major technology vendors.
FOUNDING
Bill Hewlett and Dave Packard graduated with degrees in electrical engineering from
Stanford University in 1935. The company originated in a garage in nearby Palo Alto during
a fellowship they had with a past professor, Frederick Terman at Stanford during the Great
Depression. Terman was considered a mentor to them in forming Hewlett-Packard. In 1939,
Packard and Hewlett established Hewlett Packard (HP) in Packard's garage with an initial
capital investment of US$538. Hewlett and Packard tossed a coin to decide whether the
company they founded would be called Hewlett-Packard or Packard-Hewlett Packard won
the coin toss but named their manufacturing enterprise the "Hewlett-Packard Company".
Early years

ORIGINAL 1954 HEWLETT-PACKARD TRADEMARK

DATA ANALYSIS AND INTERPRETATION

Table 1: Distribution of Respondents based on Product Worth able to The Price

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S.No Variables No.of Respondents Percentage

1 Highly Satisfied 13 16
2 Satisfied 9 11
3 Moderate 21 27
4 Low level satisfaction 37 46
TOTALS 80 100
SOURCE: PRIMARY DATA
INTERPRETATION
The above table states that majority 46% respondent’s low level satisfaction with their price
27% of respondents moderate with price, 16% has highly satisfied and only 11% moderately
satisfied.
Table 2: Distribution of Respondents Based on the Satisfaction
Level with the Service Center
S.No Variables No.of Respondents Percentage
1 Highly Satisfied 28 35
2 Satisfied 27 34
3 Moderate 20 25
4 Low level satisfaction 5 6
TOTAL 80 100
SOURCE:PRIMARY DATA
INTERPRETATION:
From the above table it is inferred that majority 35% was highly satisfied, 34% of
them satisfied nearly 25% were moderately satisfied and only 6% has low level of
satisfaction.

Association between Customer Satisfaction and Price of the HP Laptop

Satisfaction Highly Satisfied Satisfied Moderate Low level Total
Price Satisfaction
Highly Satisfied 2 2 4 20 28
Satisfied 4 2 10 10 27
Moderate 5 4 6 5 20
Low level satisfaction 1 1 1 2 5
TOTAL 13 9 21 37 80

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Null Hypothesis (Ho):

There is no significance association between customer satisfaction and price of the HP
Alternative hypothesis (H1):
There is a significance association between customer satisfaction and price of the HP
CHI-SQUARE TEST:

Where,
Oi = Observed frequency
Ei = Expected frequency
Ei = RT x CT/GT
Where,
RT = Row Total
CT = Column Total
GT = Grant Total
Expected Frequency:
4.55 3.15 7.35 12.95 28
4.38 3.03 7.08 12.48 27
3.25 2.25 5.25 9.25 20
0.81 0.56 1.31 2.31 5
13 9 21 37 80

Oi Ei  /Ei

2 4.55 6.5025 1.429

4 4.38 0.1444 0.032
5 3.25 3.0625 0.942
1 0.81 0.0361 0.044
2 3.15 1.3225 0.419
2 3.03 1.0609 0.350
4 2.25 3.0625 1.361
1 0.56 0.1936 0.345
4 7.35 11.2225 1.526
10 7.08 8.5264 1.204

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6 5.25 0.5625 0.107

1 1.31 0.0961 0.073
20 12.95 49.7025 3.838
10 12.48 6.1504 0.492
5 9.25 18.0625 1.952
2 2.31 0.0961 0.041
 /Ei 14.155

 /Ei= 14.155
Degrees of Freedom = (r-1) (c-1)
= (4-1) (4-1)
= 9.
Table value
CONCLUSIONS
Calculated value of =whichis less than the Table Value so the Alternative
Hypothesis is accepted. It concludes that there is a association between customer satisfaction
and price of the brand owned.
FINDINGS
 Majority 48% of the respondents belong to the age group of below 30 years.
 Majority 62% of the respondents are female.
 Majority 36% of the respondents are educated below post graduates.
 Majority 54% of the respondents earn below Rs.10,000.
 Majority 67% says that the quality was good.
 Majority 46% of respondents highly satisfied with their product.
 Majority 35% was highly satisfied, 34% of them satisfied nearly.
FINDINGS RELATED TO HYPOTHESIS
Null Hypothesis (Ho)
There is no significance association between customer satisfaction and price of the
HP.
Alternative hypothesis (H1)
There is a significance association between customer satisfaction and price of the HP.

SUGGESTIONS

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 Quality of the HP laptop should be improved to satisfy the customers.

 New innovations and designs should be added to the HP Laptop.
 Price level plays important role in buyer behavior and the company has to paid
attention on price level also.
 Brand loyalty and brand image also to be given due importance by the company.
 Supplier’s also important agents for marketing process and they also given almost
care.
CONCLUSION
Customer satisfaction is addressed as a strategic business development tool. It has a
positive effect on an organization’s profitability satisfied customers from the foundation of
any successful business as customer satisfaction leads to repeat purchase, brand loyalty and
positive word of mouth. The customers in the Thanjavur city for HP laptop seems to have
good brand loyalty and with very good customer satisfaction.
REFERENCES
1. P.SARAVANAVEL Research methodology.
2. PHILIP KOTLER Marketing Management.
3. www.dellindia.com.
4. www.india-today.com/btoday.
5. www.hp.com

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