MINOR PROJECT REPORT

ON

A Study on Customer Satisfaction

Towards HP

Submitted in partial fulfilment of requirement of Bachelor of Business Administration (B.B.A)

General

BBA - IV Semester

SESSION 2021-2024

Submitted to: Submitted by:

Dr. Swati Sharma (Assistant Professor) Nitesh Rajput (04025501721)

JIMS ENGINEERING MANAGEMENT TECHNICAL CAMPUS

48/4 Knowledge Park III, Greater Noida-201306 (U.P.)

I
 DECLARATION

I hereby declare that this Minor Project titled- “A study on Customer Satisfaction of HP”
submitted by me to JEMTEC, Greater Noida is a Bonafede work undertaken by me and has
not been submitted to any other University or Institution for the award of any degree diploma /
certificate or published any time before.

(Signature of the Student)

Name: Nitesh Rajput

Enrollment no.: 04025501721

Date: 30/05/2023

II
 JIMS
ENGINEERING
MANAGEMENT
TECHNICAL
CAMPUS

TO WHOM SO EVER IT MAY CONCERN

This is to certify that Mr./Ms.____________________________S/o./

D/o.______________________________________ Batch-2021-2024, Enrollment

No.______________, student of BBA, IV Semester at JIMS Engineering Management

Technical Campus, Greater Noida affiliated to Guru Gobind Singh Indraprastha

University, New Delhi, has prepared and submitted his/her Minor Project Report - II on the

topic,

“___________________________________________________________________.

___________________________________________________________________.

__________________________________________________________________” in the

month of ____________________ 2023.

I certify that the report is the original work done in the partial fulfillment of awarding Degree of

Bachelor of Business Administration (BBA).

 ACKNOWLEDGEMENT

I offer my sincere thanks and humble regards to JEMTEC, Greater Noida for imparting us very

valuable professional training in BBA.

I pay my gratitude and sincere regards to Dr. Swati Sharma, my project

Guide for giving me the cream of his knowledge. I am thankful to her as she has been a

constant source of advice, motivation, and inspiration. I am also thankful to her for giving her

suggestions and encouragement throughout the project work.

I take the opportunity to express my gratitude and thanks to our computer Lab staff and library

staff for providing me opportunity to utilize their resources for the completion of the project.

I am also thankful to my family and friends for constantly motivating me to complete the project

and providing me an environment, which enhanced my knowledge.

Date: 30/05/2023

Name: Nitesh Rajput

Enroll. No.: 04025501721

Course: BBA (IV-Sem)

(Signature of the Student)

IV
 EXECUTIVE SUMMARY

Customer Satisfaction

Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services
supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number
of customers, or percentage of total customers, whose reported experience with a firm, its products, or its
services exceeds specified satisfaction goals." Customers play an important role and are essential in keeping a
product or service relevant; it is, therefore, in the best interest of the business to ensure customer satisfaction
and build customer loyalty.

Objectives of Customer Satisfaction:

The objectives of each business are pre-set which is led by objectives of customer satisfaction. The
basic and important objectives of customer satisfaction are:

• Attracting new customers - Different strategies are set to make sure that maximum
customers get attracted to the company's products like displaying ads on TV channels or
social media, pamphlets, and arranging a sales team that demonstrates the products.

• Satisfying the demands of customers - Another important objective of customer satisfaction

is to keep satisfied the customer who is associated with the company's products for a long period
Profitability

Without earning profit, a company could not survive longer. For this purpose, a company must
know what is market management? And how to achieve these market targets? A company’s
management team keeps the marketing on track by entertaining their old and reliable customers
and attracting the new customer to make maximum profit for maximum growth.

V
 INDEX

S.No. Topic Page No.

1 Cover Page I

2 Declaration II

3 Certificate III

4 Acknowledgement IV

5 Executive summary V

6 Chapter-1: Introduction 1-20

7 Chapter-2: Company Profile 21-27

8 Chapter-3: Literature Review 28-30

9 Chapter-4: Research Methodology 31-34

10 Chapter-5 Data Analysis and Interpretation 35-49

11 Chapter-6 Finding and Observation 50-51

12 Chapter-7 Recommendation and Suggestions 52-54

13 Chapter-8 Conclusion 55-56

14 Bibliography 57-58

15 Appendices 59-62

VI
 CHAPTER-1

INTRODUCTION

1
2
INTRODUCTION TO HP

About HP:
Hewlett-Packard Company, American manufacturer of software and computer services and a major brand in
the history of computers and computer-related products. The company split in 2015 into two companies: HP
Inc. and Hewlett Packard Enterprise. Headquarters were in Palo Alto, California.

HP is a technology company that operates in more than 170 countries around the world. It explores how technology
and services can help people and companies address their problems and challenges, and realize their possibilities,
aspirations and dreams. It applies new thinking and ideas to create simpler, valuable and trusted experiences
with technology, continuously improving the way our customers live and work.

No other company offers as complete a technology product portfolio as HP. It provides infrastructure and
business offerings that span from handheld devices to some of the world's most powerful supercomputer
installations. It offers consumers a wide range of products and services from digital photography to digital
entertainment and from computing to home printing. This comprehensive portfolio helps us match the right
products, services and solutions to our customers' specific needs.

Mission:

HP's mission is to invent technologies and services that drive business value, create social benefit and improve
the lives of customers with a focus on affecting the greatest number of people possible.

3
HP Fast Facts:

1. HP was founded in 1939.

2. Corporate headquarters are in Palo Alto, California.
3. Meg Whitman is president and CEO.
4. HP is among the world's largest IT companies, with revenue totaling$127.2 billion for fiscal 2011.
5. HP's 2011 Fortune 500 ranking: No. 11.
6. HP serves more than one billion customers in more than 170 countries on six continents.
7. HP has approximately 324,600 employees worldwide.
8. HP's revenue for the four fiscal quarters ended Oct. 31, 2011: $127.2billion.
9. HP dedicates $3.6 billion (U.S.) annually to its research and development of products, solutions and new
technologies.

Technology Leadership:
HP's three business groups drive industry leadership in core technology areas:

• The Personal Systems Group: business and consumer PCs, mobile computing devices and
workstations.
• The Imaging and Printing Group: inkjet, LaserJet and commercial printing, printing supplies,
digital photography and entertainment.
• The Technology Solutions Group: business products including storage and servers, EDS, managed services
and software.

Contribution

Global citizenship encompasses our commitment to align our business goals with our impacts on society and
the planet. It is one of our seven corporate objectives,
rooted in HP ‘s founding values and key to our success. For more than 70 years,
global citizenship has influenced how it runs our business, holding us to higher standards of integrity,
contribution and accountability in everything It do. It focuses our energies and expertise in five areas:

1.Ethics and compliance

2.Human rights and labour practices

3.Environmental sustainability

4.Privacy

5.Social investment
4
HP ‘s Shared Values:

1.Passion for customers

It put our customers first in everything It do.

2.Trust and respect for individuals

It works together to create a culture of inclusion built on trust, respect and dignity for all.

3.Achievement and contribution

It strives for excellence in all It do; each person's contribution is critical to our success.

4.Results through teamwork

It effectively collaborates, always looking for more efficient ways to serve our customers.

5.Speed and agility

It is resourceful and adaptable, and we achieve results faster than our competitors.

6.Meaningful innovation
It is the technology company that invents the useful and the significant.

H.P. ‘s
Corporate Objectives:

1.Customer loyalty

It earns customer respect and loyalty by consistently providing the highestquality and value.

2.Profit

It achieves sufficient profit to finance growth, create value for us shareholders and achieve our corporate
objectives.

3.Growth

It recognizes and seizes opportunities for growth that builds upon our strengths and competencies.

4.Market leadership
It led in the marketplace by developing and delivering useful and Innovative products, services and solutions.

5.Commitment to employees

It demonstrates our commitment to employees by promoting and rewarding based on performance and
by creating a work environment that reflects our values.
5
6.Leadership capability
It develops leaders at all levels that achieve business results, exemplify our values and lead us to grow and win.

7.Global citizenship
It fulfills our responsibility to society by being an economic, intellectual and social asset to each country and
community where it does business.

Global citizenship:

Global citizenship is HP ‘s commitment to hold ourselves to a higher standard of integrity, transparency, and
accountability. The values that have been present since HP was founded in 1939 remain integral to our work
today, helping us balance our business goals with our impact on society and the planet. It has five global
citizenship priority areas: ethics and compliance, environmental sustainability, human rights and labor practices,
privacy, and social investment. Its efforts in these areas help differentiate HP, reduce costs, and drive innovation
as they respond to growing market opportunities and stakeholder expectations. They continue to focus on
enriching people and communities around the world, striving to be a force for positive and lasting change. At
HP, practicing good global citizenship includes supporting human and labor rights, making strategic social
investment particularly to advance student achievement and entrepreneur success, and protecting the privacy of
customer and employee information.

How does global citizenship contribute to HP ‘s success?

Global citizenship helps our success because it’s important to our customers.
Customers care about HP ‘s efforts in areas like climate change and human rights. They also value ways it can help
them be more successful. That could mean an energy-efficient data center that cuts costs while reducing their
carbon footprint, or a centrally managed printing environment that increases productivity and saves resources.
Global citizenship also strengthens our own business in such areas as increasing efficiency, protecting privacy
and maintaining trust with our stakeholders.

Serving Enterprises:

At HP, it continually explores how technology and services can create new and better ways for people to live,
work, and play. Every day, it partners with our largest customers to transform their current IT environments into
business assets. It recognizes that CIOs are now business managers who specialize in technology. It works hard
to help them create more manageable IT environments that cost less to operate and deliver more value to the
business. That can mean consolidating their IT infrastructures, speeding access to information, enabling faster
communication between branch offices and headquarters, or helping them deal with obsolete IT equipment. HP
solutions leverage our broad portfolio from servers and storage to software and services, imaging and printing,
6
and personal computing technology to help companies drive growth, lower business risk, and cut costs.

Driving Technology Transformation:

With the volume of data today increasing faster than our ability to capture and use it, the industry is rapidly
shifting to a model where everything can be delivered as a service. People want instantaneous access to content
and information that they care about. Meeting this worldwide demand for information and rich digital content
will require dynamic, compelling services. The fundamental building blocks of this model will be smarter, more
intelligent networks; next-generation data centers; and perhaps most importantly, software that binds all the
disparate elements together. Over the next five years, HP will invest almost $20 billion in R&D around three
technology areas It believe have the power to propel the industry forward and improve the way our customers
live and work.

Stock Performance Graph and Cumulative Total Return:

The graph below shows the cumulative total stockholder return assuming the investment of $100 on the date
specified (and the reinvestment of dividends thereafter) in each of HP common stock, the S&P 500 Index, and
the S&P Information Technology Index. (1) The comparisons in the graph below are based upon historical data
and are not indicative of, or intended to forecast, future performance of our common stock.

7
HP REATAINS LEADERSHIP:

Descriptive Work

Indian IT Industry:

IT in India over the Years:

1.In 1991, new economic policies were introduced.

2.Foreign multinationals such as Coca Cola, Mercedes, IBM, HP flooded into.

3.India, eager to take advantage of the cheap professional labor and the opening up of one of the world's biggest
markets.
8
4.Adoption of Globalization and liberalization principles brought tremendous success BPO, IT, ITES, Retail
and Insurance sector, health sector, education.

5.IT sector showed the most rapid growth amongst all the sectors.

6.Today more than 500 major international companies have IT operations in Bangalore alone.

7.Intel ‘s Indian development center made chips for computer which are compatible with Microsoft Operating System
Vista.

8.Microsoft has established one of its 3 key centers in Bangalore other two being in China and its HQ in New
York.

MARKETING MIX

9
1.

The First P
‘PRODUCT’

Product is a key element in the market offering. Marketing mix planning being
with formulating to meet target customer ‘s need & wants. The customer will
judge the offering by three basic elements- features & quality, services mix &quality & price appropriateness.
Kotler
says that ‘A product is anything that can be offered to a market to satisfy the wants or needs of the consumers.’
Products that are marketed include physical goods, services, events, experience, persons, place, properties,
organizations, information ‘s & ideas.
A firm is not selling a product. It sells only the product benefit.
Product is most important variable in the marketing mix of the firm.
If the product is sound & easily acceptable to the market if it satisfies reseller ‘s need & consumer
preference & is carefully fitted to the needs & desires of the customers, sales
success is assured.
Hence product is the center of all marketing policies &decisions. The marketing planning begins with the product &
also ends with the product.

Company plans to increase their product range in the future. A brief description of some products is as follows:-

Products Name:
1. Laptops, Notebook Computers & Tablet PCs
i.
Everyday computing

Laptops for movies, music, photos and multitasking in your home or home office

ii.
Performance & entertainment

Laptops for cutting-edge entertainment and gaming

iii
. Ultra-portable

Laptop computers or tablet PCs for on-the-go personal productivity and connectivity

iv.
Mini
10
Perfect companion PC to keep you connected while you are on-the-go

2. Laptops for Business.

i
EliteBook laptops
Best in class, packed with features and functionality

ii.
Compaq laptops
Advanced features for business

iii.
ProBook laptops
Stylish and affordable for small business options

3.Other laptops
i.
HP Pavilion Home Desktop PCs
a) Fitted with features that appeal to your whole family and yet flexible and reliable in meeting all their
needs.
b) Sleek in design; a stylish showpiece for the modern home however compact the space, whatever the
budget

ii.
HP Pavilion Elite Home Desktop PCs
a) Fitted with features that appeal to your whole family and yet flexible and reliable in meeting all their
needs.
b) Sleek in design; a stylish showpiece for the modern home however compact the space, whatever the
budget

4.Monitors
i.
Home & Home Office monitors

ii.
Business Monitors

11
5.Options & Accessories

Keyboards, mice, memory, storage, speakers, headsets, webcams, cables,gaming and other accessories for
desktop computers.

i.
Home & Home Office desktop accessories

ii.
Business desktop accessories

iii.
Extended service plans for Home & Home Office

6.Laser Printers, Inkjet Printers and Multifunction Printers

i.
Color Printers

a) Inkjet printers
Desk Jet, Office jet, and Business Inkjet printers
I. Home inkjet printers

II. Business inkjet printers

b) Color laser printers

Color laser printers with HP LaserJet performance
I. Home color lasers
II. Business color laser

c) Large-format printers
HP Design jet, Design jet Commercial and Scitexprinters; HP Indigo presses
I. Design jet printers
II. Other graphic arts products

ii.
Black & White Printers

1.
Laser printers HP LaserJet printers for high-speed, high-volume, high-quality Printing

I. Home laser printers

II. Business laser printers

12
7. Wireless printing

Enjoy the freedom to print from anywhere with HP's line of wireless printers. Wireless allows greater mobility,
no wires and shared printing. Many HP printers have wireless printing built into the printer and HP offers an
add-on to your existing printer. Live Wirelessly. Print Wirelessly.

2. THE SECOND P-
‘PRICE’

Sales are only income for any business concern. But price is the main factor, which affects the sale of the
market. If the price is high, few buyers purchase and if the price is low many buyers’ purchases. Therefore, a
sound pricing policy must be adopted to have maximum sale revenue. Moreover, it is only through proper
pricing policy the already laid down marketing objective and corporate goals could be achieved. Price is the
exchange value of a product or service always expressed in term of money. In other words, price of a product or
service is what the seller feels its worth on term of money, when offered to a buyer. To the customer, the price
is an agreement between seller & buyer concerning
what each is to receive. The buyer is interested in the price ‘of the whole package ‘consisting of physical product plus a bundle
of expectation and satisfaction. The consumer has numerous expectations such as after sale service, replacement
of parts, technical guidance & money other benefits. However, to the seller, price is a source of revenue and a main
determinant of profit. To the seller, price is equivalent to the total product offering. This offering includes a brand
name, a package, product benefits, after sale service and so on. We can define price as the money of the product or service
agreed upon in a market transaction.
So,
Price in money = physical product + bundle of expectations

The Price Factor of PCs

India is a price-sensitive market. When the PC was launched in 1984, it cost well over $4,450 here, and in the
late 1980s, the price was around $2,220. While the price was around $1,100 in the mid-90s, today, a MNC
brand with multimedia costs only around $761.The Indian market has seen local assemblers stealing a march
over their domestic and multinational computer hardware rivals.

The Indian PC industry has also witnessed the rise and fall of many a domestic brand. Prominent players who
fell out include DCM-DP, Usha, PCL, Sterling and Unicorn, though many Indian brands including HCL today
account for nearly half of the branded PC sales in the country. The pricing adopted by HP India Pvt. Ltd. can
describe under this subhead: -Competitive pricing: - HP India Pvt. Ltd. adopted the method of pricing called
competitive pricing for their PCs. Under this policy, the price of HP PCs is fixed according to the price of other
competitor brand of the market & the price moves accordingly.

13
The price list of some IT Products of HP India Pvt. Ltd. is as follows: -

14
15
3.

THE THIRD P
–
PROMOTION

Promotion is the process of making communication involving information, persuasion and influence. Promotion
has three specific purposes. It communicates marketing information to the customers, users & retailers.
Promotion persuades and convinces the buyer & enters into this consumer behavior. Promotional efforts act as
powerful tools of competition providing of cutting edge of its entire marketing programmed. Promotion has
been defined as the coordinated self-initiated effort to establish channel of information & persuasion to facilitate
or faster the sale of goods or services, or the acceptance of ideas of points of view. ‖ It is a non-price competition.
Broadly speaking, promotion means to push forward or to advance ideas in such a way as to gain its acceptance
& approval. It is an effort by the marketer to inform and persuade buyer to accept, resell, recommend, or use the
article, services or ideas, which is being promoted. The promotional activity always attempts to affect
knowledge, attitude, preferences & behavior of recipient, i.e. buyers. The element of persuasion to accept ideas,
products, services etc., is the heart of promotion. You may have the best product, package & so on. It may have a fair price.
But people will not buy your products, if they have never heard of it, and they are simply unaware of
its existence. The market must communicate to his prospective buyer & provide the adequate information in a
persuasive language. People must know that the right product is available at the right place & at the right price.
This is the job of promotion in marketing. In essence, promotion is the spark plug in our marketing mix.
It is said that: -

Nothing until somebody promotes something.

16
Promotion can create & stimulate demand, capture demand from rivals and maintain the demand of your
products even against keen competition.
It is true that nothing can be sold & nothing can make money (except mint) with outmeans of promotion.

The communication & promotion mix includes four ingredients viz.

1.
Sales promotion.

2.
Advertising.

3.
Publicity.

4.
Personal selling.

Sales promotion

Sales promotion is an important instrument in marketing to lubricate the marketing efforts. Today, sales
promotion is a necessity & not a luxury. It is not expenditure, it is an investment, which can pay a rich dividend.
It is an integral part of marketing effort.
In a specific sense, sales promotion includes those sales activities that
supplement both personal selling & advertising & coordinated them and help to make them effective such as
displays, shows and expositions, demonstration and other nonrecurring selling effort not in a ordinary routine.
Sales promotion aims at stimulating the purchasing at the point of sales & dealer ‘s effectiveness at the retail channel
of distribution.

Sales promotion with the reference of HP India Pvt. Ltd. Company plans to follow two kinds of promotional tool for
their products.
They are: -

(a)
Dealers’ promotion

(b)
Customers promotion

(a) Dealers’ promotion

To make a proper channel of distribution & to increase the market share of the company, corporate plans to
promote their dealer or retailers through the various promotional strategies. Under which they provide a price
off, a straight discount off the list price. The offer encourages retailers as well as distributors to buy a quantity
17
or carry a new item. As it is company provide allowances to the distributors for the carrying out of the company
‘s brand. An advertising allowance compensates retailers for advertising the company ‘s products.
Company also provides free goods to the distributors as the offer for taking up extra goods or for carrying new
products. In the extra company plans to organize the industrial associations in the form of trade fairs &
conventions stimulate the sale result of their intermediaries.

(b) Customers promotion

Due to the proper attention towards the channel of intermediaries, company is

not able to give proper attention towards consumer ‘s promotion but they arrange whole the method of local
promotion for the awareness of the local customers. As it is they also provides demonstration & gifts to the
customers shortly by which products of the company are able to create a spec in the
customer ‘s mind.

2.
Advertising

The modern age is an era of competition. To withstand competition manufactures have to think of new &
unfamiliar uses for their products or they have to find out new buyers for their products. The patent medicine
people were the first to prove what advertisement could do.
Advertisement is the art of influencing human action ‘the awakening for the desire to possess & possess your product.

Advertisement consists of all the activities in presenting a group a non-personal, oral or visual,
openly sponsored message regarding a product, services or idea.

Advertising with the reference of HP India Pvt. Ltd.

At present time the chairman of HP India Pvt. Ltd. give attention to make proper distribution channel for their
products. It is the company’s policy that firstly, they make proper distribution channel for their products by
which any customer either he/she will be belongs to rural area or belongs to urban area got the product easily.
After making proper distribution channels, corporate plans to come through the media, because advertisement
on media requires heavy investment. As far as advertisement is concerned HP India Pvt. Ltd. provides claim to
their respective stockiest of the different districts of the state for the local awareness /promotion as per required
by the stockiest of the districts. Local promotion includes Banners, Holdings, and Cable TV. Adz Installing,
Trade fairs, Sponsorship etc. for the awareness of their products to the local customers. Because of the company
doesn’t come through the media in present time i.e.

why company bears all the expanses for the local promotion as required by the distributors?
It is true, that it is not sufficient in today ‘s highly competitive marketing scenario, but after the attainment of
the proper distribution channel company definitely come through the media which is a powerful source of
demand generation in today ‘s tough marketing scenario & it is definitely provides a strong consumer pull to the
new products of the HP India Pvt. Ltd.

18
3.
Personal selling
A salesman is one who practices the profession of selling. One can learn a lot about selling and salesmanship
just by thinking about definition of personal selling. American marketing association defined salesmanship as
the process of including and assisting a prospective buyer to buy a commodity or service or to act favorably upon
an idea that has commercial significance to the seller.

E.F. Schumacher defined selling as the process affecting the transfer, with a profit to buyer & seller, of goods &
services that gives such lasting satisfaction that the buyer is predispose to come back to seller for more of the same.

Personal selling refers to oral presentation in conversation or more prospective customers for the purpose of
making sales. Personal selling involves two-way communication, ―a well-defined problem is half solved. Due
to seller buyer interaction, personal selling alone can provide immediate feedback of information, which enables
salesman to understand properly the buyer mind, his problems, his needs & his preferences.

Personal selling with the reference of HP India Pvt. Ltd.

As far as the HP India Pvt. Ltd. is concerned corporate plans the effective medium of personal selling for their
products. They provide full support to the salesman for selling their products. Effective communication &
facilities motivate salesman to make a good relationship with the customers. Corporate actually knows the
importance of the phenomenon of the personal selling I.e. Why they tries to implement the A-I-D-A-S formula
of personal selling. The brief description of this formula is as follows: -

A: - Attention
The Attention of the customer.

I: - Interest
Create an Interest.

D: - Desire
Ignite the Desire ‘of the customer.

A: - Action
Gaining an order.

S: - Satisfaction
Customer Satisfaction.

4.

THE FOURTH ‗P‘

- PLACE

Marketer has to ensure the availability of its products to the target customers. If a product is not available to the
19
target customers at the right place, then he/she may shift to competitive products. So, place decision relates to:

(i). Channel decision what kind of distribution channels a company adopts between plants & consumer.

(ii). Distribution channel policy whatever to go for extensive or selective or exclusive distribution.

(iii). Degree of selectivity among wholesalers & retailers.

(iv). Effort to get the cooperation of the trade.

(v). Physical distribution decision includes logistics, transportation, warehousing, material handling, bulk
packaging etc.

Meaning of channels of Distribution

Goods produced by the manufacturers must come to the knowledge of the ultimate consumers. This is arranging
by the sales promotion activities like salesmanship & advertising. By mere knowledge, the prospective
consumers are not happy. The products must reach their hands for actual use. Channels of distribution are paths
through which products move from the point of production to the point of consumption. Distribution channels
are also called Trade channels.

20
CHAPTER- 2
COMPANY
PROFILE

21
Founding and early growth

The company was founded on January 1, 1939, by William R. Hewlett and David Packard, two recent
electrical-engineering graduates of Stanford University. It was the first of many technology companies to
benefit from the ideas and support of engineering professor Frederick Terman, who pioneered the strong
relationship between Stanford and what eventually emerged as Silicon Valley. The company established its
reputation as a maker of sophisticated instrumentation. Its first customer was Walt Disney Productions, which
purchased eight audio oscillators to use in the making of its full-length animated film Fantasia (1940).
During World War II the company developed products for military applications that were important enough to
merit Packard a draft exemption, while Hewlett served in the Army Signal Corps. Throughout the war the
company worked with the Naval Research Laboratory to build counter-radar technology and advanced
artillery shell fuses.

Postwar growth

After the war, Packard became responsible for the company’s business, while Hewlett led its research and
development efforts. Following a post war slump in defence contracts, in 1947 Hewlett-Packard returned to
the revenue levels of the war years and grew continuously thereafter through a strategy of product
diversification. One of its most popular early products was a high-speed frequency counter that it introduced in
1951. It was used in the rapidly growing market of FM radio and television broadcast stations for precisely
setting signal frequencies according to Federal Communications Commission regulations. Military sales during
the Korean War also boosted company revenues.

To help fund the development of new products, Hewlett-Packard raised money by issuing public stock in 1957.
In addition, it embarked on a long campaign of expanding its product line by acquiring companies, beginning
the year after it went public with the purchase of F.L. Moseley Company, a maker of graphic recorders. In 1961
it began its climb to status as a medical-instrument manufacturer with the purchase of Sanborn Company.

22
Hewlett-Packard's HP-35 calculator

In 1964 Hewlett-Packard instrumentation gained international recognition in a technological publicity stunt.

Company engineers flew around the world with its cesium beam HP 5060A instrument to synchronize the
globe’s atomic clocks to within one-millionth of a second. Four years later the company introduced the first
desktop calculator. In 1972, using advanced integrated-circuit technology, Hewlett-Packard unveiled the first
pocket-sized calculator. Selling at one-sixth the price of the original desktop unit, the pocket calculator
eventually forced the obsolescence of the venerable slide rule.

Although the company never developed weapons systems, it depended heavily throughout its history on
military spending, because its instrumentation has been used to develop and test military products, particularly
as weapons systems have become more dependent on electronic and semiconductor technologies. The military
expertise of Hewlett-Packard was underscored in 1969 when U.S. Pres. Richard M. Nixon appointed Packard
deputy secretary of defense, in which position he oversaw the initial plans for the development of two of the
country’s most successful jet fighter programs, the F-16 and the A-10.

Computer business

Hewlett-Packard’s first computer, the HP 2116A, was developed in 1966 specifically to manage the company’s
test and measurement devices. In 1972 the company released the HP 3000 general-purpose minicomputer—a
product line that remains in use today—for use in business. In 1976 an engineering intern at the
company, Stephen G. Wozniak, built a prototype for the first personal computer (PC) and offered it to the
company. Hewlett-Packard declined and gave Wozniak all rights to his idea; later he joined with Steven P.
Jobs to create Apple Computer, Inc. (now Apple Inc.).

Hewlett-Packard introduced its first desktop computer, the HP-85, in 1980. Because it was incompatible with
the IBM PC, which became the industry standard, it was a failure. The company’s next major foray into the PC
market was with the HP-150, an IBM PC-compatible system that had a touch screen. Although technically
interesting, it also failed in the marketplace. The company’s first successful product for the PC market was

23
actually a printer. The HP LaserJet appeared in 1984 to rave reviews and huge sales, becoming Hewlett-
Packard’s single most successful product.

In the mid-1980s Hewlett-Packard found itself losing business in its core fields of science and engineering to
rival computer workstation companies such as Sun Microsystems, Inc., Silicon Graphics, Inc., and Apollo
Computer. In 1989 Hewlett-Packard bought Apollo to become the number one workstation maker, a position it
shared on and off with Sun and later Dell Inc.

As the 1990s began, the company missed some revenue and profit targets, causing a steep decline in its stock
price. As a result, Packard came out of retirement to take an active role in the management of the company. The
most dramatic changes came in its lacklustre PC group with the introduction of new computers, colour printers,
and peripherals at low prices that made the company one of the world’s top three PC manufacturers. In 1993,
with the company turnaround complete, Packard retired again. In 1997 Hewlett-Packard became one of the 30
companies whose stock price makes up the Dow Jones Industrial Average of the New York Stock Exchange. In
1999 the company spun off its measurement, electronic components, and medical businesses as Agilent
Technologies, though it retained a majority of the new company’s common stock until 2000. Also during the
1990s, Hewlett-Packard collaborated with the Intel Corporation, an integrated circuit manufacturer, in the
design of the 64-bit Itanium microprocessor, which was introduced in 2001.

During the 2000s, Hewlett-Packard expanded its worldwide operations by opening research laboratories
in Bangalore, India (2002), Beijing, China (2005), and St. Petersburg, Russia (2007); these joined a list that
included laboratories in Bristol, England (1984), Tokyo, Japan (1990), and Haifa, Israel (1994).

Hewlett-Packard acquired the Compaq Computer Corporation, a major American PC manufacturer, in 2002.
The move, made at the urging of the recently hired chief executive officer (CEO), Carly Fiorina, the first
woman to lead a company listed in the Dow Jones, was bitterly opposed by some members of the company’s
board of directors and certain major stockholders, including Walter Hewlett, son of the company’s cofounder.
When the supposed benefits of the merger failed to materialize, she was forced out in 2005. Nevertheless, the
company soon turned its balance sheet around, and in 2007 Hewlett-Packard became the first technology
company to exceed $100 billion in sales revenue for a fiscal year (after first passing IBM in revenue the year
before).

Fiorina was replaced as CEO and president by Mark Hurd, who had been CEO of NCR Corporation. (Hurd
added the chairman title in 2006.) During Hurd’s tenure the company began a strategic initiative to expand into
the mobile-computing arena. To that end, in 2010 Hewlett-Packard acquired Palm, Inc., an American
manufacturer of personal digital assistants (PDAs) and smartphones. Palm’s position in the highly
competitive smartphone market was weak, but its multitasking operating system, known as webOS (a “next
generation” successor to the original Palm OS), was considered by analysts to be a leading system
for smartphones. The acquisition would complement Hewlett-Packard’s two lines of iPAQ smartphones, one for
business users and one for consumers, that ran Microsoft Corporation’s Windows Mobile OS.

However, Hurd was forced out of the company in 2010 after a scandal involving questionable relations with a
contractor. He was replaced by Léo Apotheker, who had been CEO of German software giant SAP. In August
2011 Hewlett-Packard announced that it would discontinue making smartphones and its tablet computer, the
Touchpad (which had debuted only seven weeks earlier in July), and that it was considering spinning off its PC
business into a separate company. Henceforth, Hewlett-Packard would concentrate on software and services for
business, and it acquired the British business software company Autonomy Corporation for $11.1 billion.

24
Apotheker was replaced as CEO in September 2011 by board member Meg Whitman, who had been CEO of
the online auction company eBay. In November 2012 Hewlett-Packard accused Autonomy’s management of
inflating the value of the company through “accounting improprieties” and announced it would write down
Autonomy’s value by $8.8 billion.

In 2015 Hewlett-Packard split into two companies: HP Inc., which made personal computers and printers, and
Hewlett Packard Enterprise, which provided products and services for businesses.

Distribution Channels of HP India Pvt. Ltd. State

COMPETITORS:

Major Brands of Computers in India HCL Infosystems:

HCL Infosystems Ltd is one of the pioneers in the Indian IT market, with its origins in 1976. For over quarter of
a century, we have developed and implemented solutions for multiple market segments, across a range
of technologies in India.

The country ‘s number one desktop brand had yet another great year selling
4.76 lakh units. The company targeted aggressively the B and C class cities and upped its distribution network.
The significant milestones over the last year inc lude the launch of the low cost Eze bee Pride that came with an
attractive price tag of Rs 12,990. It attacked all the buying segments with low like via to industry standard P4
25
HT offerings. The aggression HCLshowed in pricing its product in a way kick-started the price war with brands
like Acer, and vendors like HP cutting down end-user price points. Another significant development for HCL
was its launch of the high-end home PC called Neo, complementing its Beanstalk range. Neo was also the first
desktop brand in India to come with Windows XP Media Center OS. Meanwhile, on the Notebooks front, HCL
is the exclusive distributor of Toshiba in India whose volumes scaled to 20,000 units, compared to last year ‘s
11,600 units. With Toshiba aligned to the Higher end of the spectrum HCL was unable to tap the low and mid-
end segments of the portables. And to plug that, during the year the company made a low-key launch of its own
brand of notebooks called eZeebee and Power lite, which summed up to 3,000 units during the fiscal.
Meanwhile, the banking vertical did buy aggressively with large mandates from SBI and other nationalized
banks. From the government side, nodal agencies like Tamil Nādu ELCOT also went for large-scale
installations. As a result of growing demand for its offerings, the company is in the process of expanding
its Pondicherry plant.

Acer Computer International Limited:

Few IT companies offer the breadth and depth of products that Acer Group does. Leveraging the vast collective
technological resources available - AcerIndia (Pvt) Ltd., was incorporated as a wholly owned subsidiary of
AcerComputer International Ltd. on 9th September 1999. Acer's mission in India is to translate the Group's goal
of making computer technology easier to use and more affordable - to everyone in this country. With a focused
customer-centric approach, Acer in India is offering unmatched uptime for all it's systems through a vast
network of Service points, innovative and user friendly functionality while continuously lowering barriers that
limit the access to the fruits of technology.

Zenith Computers:

This Indian company has, over the years, reinvented itself in more ways than one. In that, FY 2004-05 can be
called the year of innovation and new product launches for Zenith. It launched seven notebooks calling it the
power of seven and priced it aggressively, starting from Rs 35K for a low-end model and a Centrino at the sub
Rs 60K. With its state-of-the-art plant in Goa, zenith‘s manufacturing capabilities got upped considerably and
as a result of the number of manufacturing best practices the company put in place, it went ahead Fullsteam.
The company claims that its impressive performance was a result of it introducing higher and better range
products, and backing them with superior quality control and distribution. Meanwhile, on the exports front, the
company had mandates from Bangladesh and other SAARC countries, and its entire product offerings were
certified with CE and FCC norms.

IBM:

The acquisition of IBM‘s PC division by Lenovo in December 2004 was probably a shocking and unexpected
development in the global PC industry. Lenovo took over IBM‘s personal computing division and in the bargain
became the third largest computer company in the world. According to IDC, Lenovo‘s 2004 product volumes
stood at 14mn units. Meanwhile for IBM India, in the first three quarters of 2004, it shipped close to 39,450
ThinkPad notebooks as against16,036 the corresponding period the previous year, representing a 146% growth.
What drove the demand is buying from two kinds of consumers first time notebook buyers went for the low cost
26
sub Rs 40k notebooks, while consumers who already owned notebooks went for high-end wireless notebooks.
Overall, IBM‘s mark et share in the notebook space hovered around 26% during the year.

Compaq India:

The world‘s largest seller of PCs entered India in 1994. Initially, the commercial segment (large corporations,
government, educational & research institutions was its main target segment. But with recession in the economy
in mid 1990s and the consequent slashing of IT budgets of corporate, it turned its attention to the home
segment. However, it soon realized that its PCs, although perceived well on reliability and quality, were
considered too expensive. The assemblers and Indian brands were cornering a major chunk of the market. It
slashed prices of its sub brand Presario from Rs.65, 000 to Rs.50, 000 to penetrate into the price conscious
Indian house holds. At the same time, Compaq is aggressively going after corporate segment by offering a
range of products tailored around services to meet specific needs. Its merger with Digital Equipment further
strengthened its position in the high-end server market.

Wipro Limited:

Wipro intends to focus more on the lucrative services business in future. Already, services accounts for more
than half of its turnover. In contrast, the contribution of systems business dropped from 43 per cent to 25 per
cent. It had a joint venture with Acer for marketing the Wipro-Acer brand of PCs. However, they called it off in
1999.Wipro has a 500-strong dealer network. It also distributes IBM PCs and Sun Microsystems.

27
CHAPTER- 3
LITERATURE
REVIEW

28
A literature review is a description of the literature relevant to a particular field or topic. This is often written
as part of a thesis proposal, or at the commencement of a thesis. A critical literature review is a critical
assessment of the relevant literature. Literature„ covers everything relevant that is written on a topic: books,
journal articles, newspaper articles, historical records, government reports, theses and dissertations, etc. The
important word is 'relevant'. A literature review gives an overview of the field of inquiry: what has already been
said on the topic, by the key writers.

Dr. K. Kumar (2014) laptops are a definite need than a luxury, in today’s fast paced world.
Having a portable PC that helps to take work along with, to all the places that one goes, has importance to
Human Body, laptop computer is playing a vital role in day to day operations.

P. Taufeeq (2012) the hard disk provides memory for long-term data storage – measured in gigabytes (GB). It
stores the operating system and applications (programs) as well as files including music, photos and
documents. We recommend a minimum of 500GB hard disk space storing video, high-resolution photos, music
and software uses up a lot of space. If in doubt, go for more hard drive space if you can afford it.

The empirical study conducted by Srivalli Jandhyala (2012) is observed that, the
food habits of India vary region and area to area. Food and grocery is the second largest segment of the Indian
retail industry especially in untapped market line rural and semi-rural area which is growing at the rate of 30%
the presents study helps in analyzing the impact of extensions of food retail stores from urban area to semi
urban are and change in consumption habits of the customers.

V. Anil (2012) laptop’s keyboard is smaller than a desktop computer’s - keys are closer together, and
may also be smaller. Many 13-inch models don’t have room for a separate number one you're comfortable with.

R. Randon (2012) 15-inch screen is the average size for a laptop. A desktop replacement-
type laptop might come with a 17-inch display, while ultra-portables might go as low as the 11-inch mark. You
will find options in between too. If you're planning to use your laptop on the move, it might be worth
considering a matte screen. Glossy displays tend to suffer from reflections.

Bebell and Kay (2010) found laptops were used more in language arts and social studies
than in science and math classes (students statistically did better in laptop language art classes).who
also noted students used their laptops daily in all academic areas, with a corresponding academic
achievement increase in all areas.

29
Rohitakumarmishra (2011) investigated buyer-supplier relationship is very important for all organization
irrespective of their operation, trust, co-operation and proper information flow are the pillar to strength to buyer-
supplier relation for sustainable development, the operation of an organization and the selection of suppliers are
always dependable, hence, proper selection of suppliers is vital for an organization to maintain long term
relationship.

T. Dass (2011) Ram (random access memory) is your laptop's short-term memory, storing information while
you're using the laptop (the hard drive is used for long-term file storage). The amount of Ram your laptop has
determines how many tasks it can accomplish simultaneously.

Raghbir Singh,(2002) conducted a study “consumers brand choice behaviour for television sets “ in Amristar.
They found that consumers purchase decision are always influenced. a vast number of factor which lead them to
select a particular brand in preference to others.

S.L.Jarvenpaa (2008) in their article entitled, “Exploring the Implications of M-convenience for Markets and
Marketing” have identified that the unique intrinsic attributes mentioned by the end users are unhindered time
and space attributes of the mobile phone. The extrinsic attributes are divided as direct and indirect network.
Direct network is the effect of the size, speed and capacity of the network, whereas, indirect network is the
effect originating from the information, transaction, or machine interactive services.

30
 CHAPTER- 4

RESEARCH
METHODOLOGY

31
OVERVIEW

Research methodology is the systematic and theoretical analysis of the methods applied to a field of study. It
involves qualitative and quantitative techniques. It is a process used to collect information and data for the
purpose of making business decisions. I did a primary research with the help of a questionnaire ‘and circulated
it to get certain information so as to a study on customer satisfaction and marketing mix strategies of HP and
their perception towards HP and other competitors.

RESEARCH DESIGN

Research design is defined as a framework of methods and techniques chosen by a researcher to combine
various components of research in a reasonably logical manner so that the research problem is efficiently
handled. It provides insights about “how” to conduct research using a particular methodology.

For the survey, I used Descriptive Research Design, since I am solely done with the interpretation through
gathering and presenting the collected data, as in a descriptive research design, a researcher is solely interested
in describing the situation or case under his/her research study. It is a theory-based research design which is
created by gathering, analyzing and presenting collected data. By implementing an in-depth research design
such as this, a researcher can provide insights into the why and how of Research.

The primary data as well as secondary sources were used for collection of data.
● Primary data -Questionnaire and Interview
● Secondary data – Books, Journals and Internet

Primary Data involves the collection of data that does not already exist. This can be through numerous forms,
including questionnaires and telephone interviews amongst others. Secondary Data involves the summary,
collection and/or synthesis of existing research rather 29 than primary research, where data are collected from,
for example, research subjects or Experiments.

COLLECTION OF DATA

The data has been collected through company sources and by analyzing data on social media and by other
sources like online surveys. Most of the data is collected through questionnaires which are shared to many
people of different age groups, different areas across different interests of people.
RESEARCH OBJECTIVES

The study has been under taken to analyze the customer satisfaction towards all variant of KIA in Gurgaon
(NCR) with a special reference to KIA motors, the other

Objectives are:

32
To find the change need to be adopted in HP laptops.
To access the cost and performance of HP laptop.
To evaluate satisfaction level of the customers towards HP laptop.
To gather information about customer satisfaction toward HP in the geographic region of Delhi (NCR).
To know the customer perception about features, cost and looks of HP.

Data source

For further analysis, I used Primary and Secondary data sources. Primary data include Questionnaire and
Interview on the other hand Secondary data include Textbooks and Internet. The structure of some of the
interviewed questions were designed in such a way that the respondents had to answer either with a yes or no.
Number of questions that have been included in the Questionnaire is 14. A sample should represent the
population as a whole and not reflect bias towards a specific attribute. For this survey, I used 100 samples
which were filled by local respondents /customers. So, the sample size i.e.; n=70 (n means no. of respondents).

The respondents of this survey are the local customers, service class people, businessmen, family members and
customers of natural markets which include different age groups of above 18 years while filling the
questionnaire of the survey.

SAMPLE SIZE

I have targeted 70 customers in the age group above 18 years for the purpose of the research. The target
population influences the sample size. The target population represents the Delhi (NCR). The people were from
different professional backgrounds. The details of our sample are explained in chapter named primary research
where the divisions are explained in demographics section.

LIMITATIONS OF THE STUDY

The study is bond to come with some limitations and constraint, which made the Efficiency of the same and to
some extent deviates it from its main line of thought. Though no stone was left unturned to make the study more
precise, accurate and relevant to the objective, yet there are some limitations and general problems, Which are
not worthy to make study meaningful.

Time limit
Due to the constraints, sampling was done and thus the final Result could not be taken the final result could not
be taken for Granted and are subjected to fluctuations.

Questionnaire error
The questionnaire designing has to careful so that only required data is concisely reveled and there is no
redundant data generated. The questions have to be worded carefully so that the questions are not loaded and
does not lead to a bias in the respondents mind .

Respondent error
The respondents selected to be interviewed were not always available and willing to co operate also in most
33
cases the respondents were found to not have the knowledge, opinion, attitudes or facts required additionally
uninformed response errors and response styles also led to survey error.

Sampling error
We have taken the sample size of 70 customer, which cannot determine the buying behavior of the total
population. The sample has been drawn from only Delhi (NCR) Region.

34
 CHAPTER- 5
DATA ANALYSIS AND
INTERPRETATION

35
CUSTOMER SATISFACTION - HP

Analysis is based on the responses, which I got from the different respondents. Each question has its
own outcome and my result based on these outcomes. The analysis of the questionnaires is given below.

Q1.- Age Group:

o 15-20
o 20-25
o 30 or more

Interpretation
This shows that according to survey 64.3% HP customer belong to age group of 15-20, 28.6% users belons to
the age group of 20-25, 0% users belong to the age group of 25-30, 7.1% users belong to the age group of 30 or
more.

36
Q2.- Gender:
o Male
o Female
o Prefer not to say

Interpretation

According to the survey 85% of the HP users are male, 14.3% of the users are female and 0% users are
preferring not to say about gender.

37
Q3.- Do you have personal computer?

o Yes
o No

Interpretation

According to the survey 92.9% HP users have personal computer and only 7.1% users don’t have personal
computer.

38
Q4.- Which brand do you have?
o HP
o Compaq
o DELL
o Other

Interpretation

According to the survey 28.6%% PC users have uses HP brand, 6.7% uses Compaq, 50% uses DELL, 14.3%
uses other brands.

39
Q5.- Why you opted for this brand?
o Cost
o Service
o Quality
o Brand Name

Interpretation

According to the survey nobody opted HP brand for its cost , 14.3% for service, 64.3% for quality, and 21.4%
for brand name.

40
Q6.- Why do you need PC?
o Office use
o Personal use

Interpretation

According to the survey 85.7% HP users uses their PC for personal use and 14.3% uses for Office use.

41
Q.7- How did you purchase your PC?
o Cash purchases
o Financial Schemes

Interpretation

According to the survey 78.6% HP users uses cash purchase to buy their PC and 21.4% with financial schemes.

42
Q8.- How do you know about HP?
o Advertisement
o Sales Promotion
o Friends or Relatives
o Sales personnel of the company

Interpretation

According to the survey 50% PC users know about their PC from Friends and relatives, 28.6% from Sales
promotion, 14.3% from Sales personnel of the company and 7.1% from Advertisement.

43
Q9.- According to you which brand is the best brand?
o HP
o LG
o DELL
o Compaq

Interpretation

According to the survey 50% PC users says that HP is the best PC brand and 50% says that DELL is the best
brand.

44
Q10.- Did you get any discount on the purchase of the PC?
o Yes
o No

Interpretation

According to the survey 64.3% users don’t get ant discount when purchasing while 35.7% says they get it.

45
Q11.- What is the warranty period of your PC?
o 1 YR
o 2 YR
o 3 YR
o More than 3 YR

Interpretation

According to the survey 50% users get 1 yr guarantee period with their PC, 14.3% with 2 yr, 28.6% with 3 yr,
and 7.1% with more than 3 yr guarantee period.

46
Q12.- Do you have any post purchase problem with your PC?
o Yes
o No

Interpretation

According to the survey 78.6% users don’t have any post purchase problems with their PC while 21.6% have it.

47
Q13.- Do you refer HP to others also?
o Yes
o No

Interpretation

According to the survey 100% users means all users refers their PC to other also while nobody don’t want to
refer it means 0%.

48
Q14.- How will you rate the performance of your PC?
o Excellent
o Good
o
o Fair
o Poor

Interpretation

According to the survey 64.3% users give good rating to their PC, 28.6% gives excellent rating, 7.1% fair while
nobody gives the poor rating to their PC means 0%.

49
 CHAPTER- 6

FINDINGS AND
OBSERVATION

50
Major Findings
Any survey conducted in the market places flashes back hidden truths and basic facts, which affects the
business of company directly or indirectly. Which are the out coming of the research, are known as the findings.
The information gathered from the market, which are accountable in the achievement of the objective and for
the company, which makes the project report more interesting, are basically known findings.

The findings of this project according to my survey are as follows:

1. 64.3% PC users are from the age group of 15-20.

2. 85.7% PC users are male.

3. 92.9% PC users have their own Personal Computer.

4. 28.6% PC users have HP Computer.

5. 64.3% users opted for HP brand because of its quality.

6. 85.7% users use PC for personal use.

7. 78.6% users use cash purchase to buy PC.

8. 50% users get to know about their PC from friend and relatives.

9. 50% users thinks that HP is the best PC brand.

10. 64.3% users don’t get any discount while purchasing PC.

11. 78.6% users don’t have any post purchase problem with their PC.

12. 50% users have 1 year warranty period with their PC.

13. 100% users refer their PC to others.

14. 64.3% users say HP gives good performance

51
 CHAPTER- 7
RECOMMENDATIONS
AND SUGGESTIONS

52
Leaders often write off rogue waves as improbable. But in reality, the cumulative likelihood of unlikely events
is quite high. Between geopolitical conflicts, health crises, social movements, technological changes, and
countless other factors, major shocks are actually fairly common. In fact, over the course of the twentieth-
century, an average of four shocks hit U.S. companies every year. When they collide in the right way, these
shocks cause rogue waves — and that’s only going to grow more common as the world becomes ever more
complex and interconnected.

Much of HP’s success in 2020 was due to its longstanding acknowledgment of the risks (and opportunities)
posed by rogue waves, and its intentional, proactive approach to exploiting them. As the former Global Futurist
and Director of Long-Term Research for HP, I was directly involved with the company’s approach to resilient
growth, and since leaving HP, I’ve also conducted an extensive literature review on the topic that informed my
book on best practices for identifying, surviving, and exploiting radical change. Based on this work, I’ve
developed a three-step framework to describe how any organization can not only stay afloat when the next
rogue wave hits — they can turn it to their advantage.

1.
Perception about HP
After Sales Service and technology has to be changed because HP is way behind in it compared to
its competitors.

2.
More awareness should be created regarding the various services offer by HP.

3.
HP has to try to establish it‘s after sales service department.

4.
Perceived corporate image of HP is not very good so an effort has to be made to improve it.

5.
They should pay proper attention towards checking of various components of PC before end user delivery.
Otherwise it tends towards defame of brand name in comparison to rivals.

6.
Need to expend customer care center as the consumer base of HP Zebedee’s increasing with tremendously fast pace.

7.
Proper attention should be paid for advertisement planning otherwise it may lead to problem for dealer as well
as for company.

8.
Company should tie up with some event management company to organize various promotional activities
like canopy, Carnival.

53
9.
Company should make policy for fixed end user price for all dealers so that fair game will be played & dealer would not to
compromise on their margin.

10.
Company should tie up with good banks by which company can provide easy finance schemes to the consumers
because every consumer search for easy available finance scheme.

11.
Company should improve the quality of product.

12.
Company should give the service of customization of product to the consumers.

54
 CHAPTER- 8
CONCLUSION

55
The most interesting and crucial phase of any research is the presenting of findings and this project is no
exception. After concluding with the project, I am in a position to present the following:

HP Infosystems Ltd is one of the pioneers in the Indian IT market, with its Origin in 1976, for over quarter of a
century, they have developed and implemented solutions for multiple market segments, across a range
of technologies in India. Undoubtedly HP INFOSYSTEMS was leader in after sales services but now the
company is lacking in this field.

Company is having good quality product with low price but it‘s lacking in technology. Company should change
its technology. But HP is most preferable brand in India then others. Now for our own personal experience this
project was a real rewarding experience for us and helped us gain insights into the ways marketing research
works. The survey let us know the functioning of the survey reports and their preparation.

We are really indebted to our faculty to have provided me with this opportunity.

56
BIBLOGRAPHY

57
WEBSITES:

1. www.indiainfoline.com

2. www.wikipedia.com/hp

3. www.computerworld.com

4. www.hpinfosystem.com

BOOKS REFERED:

1. Kothari, C.R. Marketing Research, 3rd

edition, 1997, Vikas Publishing House Pvt. Ltd, New Delhi.

2. Kotler, Philip, Marketing Management

58
APPENDICES

59
1. What is your age?

o 15-20

o 20-25

o 25-30

o 30 or more

2. What is your gender?

o Male

o Female

o Prefer not to say

3. Do you have personal computer?

o Yes

o No

4. Which brand do you have?

o HP

o Compaq

o DELL

o Other

5. Why you opted for this brand?

o Cost

o Service

o Quality
60
 o Brand name

6. Why do you need PC?

o Office use

o Personal use

7. How did you purchase your PC?

o Cash Purchase

o Financial Schemes

8. How did you know about HP?

o Advertisement

o Friend or Relatives

o Sales promotion

o Sales personnel of the company

9. According to you which brand is the best brand?

o HP

o LG

o DELL

o Compaq

10. Did you get any discount on the purchase of your PC?

o Yes

o No

11. What is the warranty period of your PC?

61
 o 1yr

o 2yr

o 3yr

o More than 3yr

12. Do you have any post purchase problems with your PC?

o Yes

o No

13. Do you refer HP to others also?

o Yes

o No

14. How will you the performance of your PC?

o Excellent

o Good

o Fair

o Poor

62