Project Title

Study on Customer Satisfaction on Frontech

Products

Prepared By

Partha Das

Under the guidance of

Prof. Pradipto Tagore

This Project was done in partial fulfillment of Master of Business

Administration Course, 2007-2009

50, Jawaharlal Nehru Road

IISCO House, 7th floor
Kolkata 71

1
 Executive Summary
The title of my project is Study on Customer Satisfaction on Frontech
Products. But before this study, I have done a market survey to bring the market
price of Mother Board & Graphics Card of different brands from different
computer shops. After that I was in companys godown to watch how the
accounting process is being done.

In order to conduct this study; I visited the dealers for personal interview.
The total sample size is 85.

Basic Objective of this study was to find out whether the customers are
satisfied with Frontech products & what type of improvements customers want in
Frontech products.

During this project I faced various problems like discouraging behaviors of

some dealers in some areas; some of them were not interested to give answers.
Some of the samples didnt cooperate with me though in many cases I really got
tremendous feedback. It was also hard to work in this very hot and humid climate.

For the given project the method adopted for primary data collection is
survey method. This method is used because it is extremely flexible, economic and
provides authenticity.

The study will help Jupiter International Ltd to know about the
satisfaction level of the customers. It will also help them to know what customers
actually want from Jupiter International Ltd. In one word it would help them to
customize their products.

This study helped me to gain the knowledge of Computer Hardware Market

in Kolkata and also gave me the opportunity to interact with different kinds of
people and immensely gain the real life experience in the marketing sector.

Last but not the least I was fortunate that I gained the opportunity to work
in Jupiter International Ltd under the guidance of Mr. Manikbir Singh (Assistant
Marketing Manager).

2
 Acknowledgements
A piece of work cannot be completed without valuable guidance and cooperation
of people around you.

Acknowledgement is not merely a formality but a genuine opportunity to express

my sincere thanks to all those without whose active support and encouragement
this project would not have seen the daylight.

First of all, I would like to express my gratitude to JUPITER

INTERNATIONAL LIMITED for giving me the opportunity to work on this
project. I thank Mr. Manikbir Singh, Assistant Sales Manager, Jupiter
International Limited & Mr. Subrato Bannerjee, Human Resource Manager,
Jupiter International Limited for the invaluable guidance they have provided me
throughout the duration of this assignment. It was due to their knowledge and
expertise that I was able to tackle a field as challenging as this within the
stipulated time. It was both a learning experience and a pleasure to work on this
project.

I would also like to extend my heartfelt gratitude to the various persons connected
with Jupiter International Limited, who gave me part of their valuable time to
explain some of the intricacies of the market thereby facilitating my learning
process & indeed making the completion of this project possible.

Finally, I would like to extend my sincere regards towards Prof. Pradipto

Tagore, Eastern Institute of Management for all the support, guidance &
assistance he provided me during the entire duration of the project.

3
CERTIFICATE OF EXTERNAL GUIDE

4
 CERTIFICATE FROM INTERNAL GUIDE

This is to certify that the work embodied in the project titled: Study on Customer
Satisfaction on Frontech Products done by Partha Das was conducted under my
supervision.

Signature of faculty:
Name: Prof. Pradipto Tagore

5
 STUDENT DECLARATION

I declare that the project titled Study on Customer Satisfaction on

Frontech Products has been done by me and has not been submitted in part or
full to any authority for award of any degree/diploma.

Students Signature

6
 Index

Contents Page
No.
Objectives of Study 8

Limitations of Study 9

Company Profile 10

Methodology 22

Data Tabulation & Data Analysis 23

Conclusion 43

Bibliography 44

Appendices 45

7
In last couple of years Jupiter International Ltd has launched lots of new models in
the market. This was done just to capture the market segments, which were left
out. It launched modified version of earlier models too. So it was a matter of
concern whether the new launches have affected the existing models or the earlier
models have maintained their demand and satisfaction

Objectives of Study:

To find out whether the customers are

satisfied with the products.

To find out satisfaction level of dealers.

To find out the proximity between the

company promises and what reality is.

8
 What improvements customer wants in the products?

Limitations of Study:

Discouraging behavior of some dealers of some areas.

Some of them was not interested to give answer & passed on any comment
also.

Traveling expenses were too high.

Hard to work in tough climatic condition (as most of the survey is done
from 9 am to 6 pm).

9
 Profile of the Company

Regd. & Head Office:

30, Jadunath Dey Road, 4th floor
Kolkata 700012
Ph: +91 33 2212 1406 / 1407 / 1408 / 1409 / 1410;
Fax: +91 33 2212 1404;
Website: www.jil-jupiter.com
e-mail: [email protected]

Corporate Office:

10
 D-13/5, First floor, Phase II,
Okhla Industrial Area,
New Delhi 110020
Ph: +91 11 2638-7906 / 7907, 4160-7240
E-mail: [email protected]

The Directors
Raj Kumar Garodia - Chairman
Alok Garodia - Managing Director
Anju Garodia - Director
Lalit Prakash Bhartia - Director
Vishnu Malik - Director
Hirdejit Singh Chahal - Director

Company Secretary
Manoj Adukia

Branches in India:

11
Introduction:

12
 Jupiter International Ltd. formerly Jupiter Infosys Ltd. is a part of RKG
Group of Companies, based at Kolkata, one of the largest computer hardware
distribution companies in the country, has a strong sales and distribution network
and is backed by superior service strength. Jupiter is well equipped with branch
and distribution offices at major centers in India viz, Ahmedabad, Bangalore,
Bhubaneswar, Chennai, Cochin, Delhi, Ghaziabad, Guwahati, Hyderabad, Indore,
Jaipur, Kolkata, Ludhiana, Mumbai, Nagpur, Raipur, Chandigarh, panchkula,
Ranchi, Meerut, Lucknow and Pune.

Born in 1978, Jupiter has become a leading distribution company by

building distributor satisfaction and keeping focus on its commitments.

Today Jupiter is a well-knit team of professionals, specialized in the field of

Imports, Marketing, Distribution and After Sales Service of full range of computer
hardware products. The innovative and participative work culture coupled with a
conductive work environment has helped Jupiter to achieve a leading edge in the
industry.

The company has reached a turnover of 158 crore in the year 2005-06
(Apr05-Mar06). Brief history of Jupiter is as follows:

Milestones:
1978 : Jupiter born as Jupiter Agencies Pvt. Ltd.
1990 : Diversified to booming IT Industry.

13
1991 : Set up Mumbai Branch first step towards expansion.
1993 : Appointed as the sole distributor of FULL MARK in India.
1994 : Frontech range of products launched.
1995 : Company renamed as Jupiter Infosys Ltd.
1998 : Opened branches at Delhi and Ahmedabad.
1998 : Appointed Seagate Import Channel Partner.
1999 : Opened branches at Bangalore and Chennai.
2000 : Opened a new branch office at Raipur.
2000 : Appointed national distributor for Samsung Electro Mechanics.
2001 : Opened more offices at Hyderabad, Indore & Jaipur.
2002 : Three more offices at Bhubaneswar, Guwahati and Ludhiana.
2003 : Appointed Partner for Asrock and Inke.
2003 : Company renamed as Jupiter International Ltd.
2003 : First step towards backward integration, floated subsidiary Co.
M/S Jupiter Innovations Ltd to manufacture CD-R.
2004 : Opened 1st International Branch in Taiwan.
2004 : Opened 4 more branches at Chandigarh, Coachin, Panchkula &
Ranchi.
2004 : Venture into consumer electronics with product like Home
Theatre, DVD & VCD.
2005 : Commercial production of CD-R commenced and launched the
same in premium segment under brand FRONTECH PLUS.
2005 : Appointed exclusive distributor for Samsung brand FDD for
South East Asian Countries.
2005 : Appointed all India distributors of Optical Medias by Samsung.
2005 : Opened 3 more branches at Meerut, Lucknow and Pune.
2006 : Jupiter Innovations Ltd. merged with its Parent Co. M/S
Jupiter International Ltd. w.e.f 01.04.05.
2006 : Floated another subsidiary Co. M/S Jupiter Nivs Technology
Co. Pvt. Ltd. to manufacture Speaker, Sub-woofer & Home
Theatre System in technical collaboration with Nivs (Shenzen)
Investment Co. Ltd, China.
2006 : Opened 2nd International Branch in China.
2006 : Became online by successful implementation of ERP system.

Products:

14
`

15
1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006

Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet Cabinet
Mouse Mouse Mouse Mouse Mouse Mouse Mouse Mouse Mouse Mouse Mouse Mouse
Key Key Key Key Key Key Key Key Key Key Key
Board Board Board Board Board Board Board Board Board Board Board
Powers Powers Powers Powers Powers Powers Powers Powers Powers Powers Powers
Supply Supply Supply Supply Supply Supply Supply Supply Supply Supply Supply
Floppy Floppy Floppy Floppy Floppy Floppy Floppy Floppy Floppy Floppy Floppy
Cleaning Cleaning Cleaning Cleaning Cleaning Cleaning Cleaning Cleaning Cleaning Cleaning Cleaning
kit kit kit kit kit kit kit kit kit kit kit
Headset HeadSet HeadSet HeadSet HeadSet HeadSet HeadSet HeadSet HeadSet HeadSet
& Mic & Mic & Mic & Mic & Mic & Mic & Mic & Mic & Mic & Mic
MM MM MM MM MM MM MM MM MM MM
Speaker Speaker Speaker Speaker Speaker Speaker Speaker Speaker Speaker Speaker
Modem Modem Modem Modem Modem Modem Modem Modem Modem
TV Tuner TV Tuner TV Tuner TV Tuner TV Tuner TV Tuner TV Tuner TV Tuner TV Tuner
Card Card Card Card Card Card Card Card Card
Mother Mother Mother Mother Mother Mother Mother Mother Mother
Board Board Board Board Board Board Board Board Board
CD Lens CD Lens CD Lens CD Lens CD Lens CD Lens CD Lens CD Lens CD Lens
Cleaner Cleaner Cleaner Cleaner Cleaner Cleaner Cleaner Cleaner Cleaner
CD-ROM CD-ROM CD-ROM CD-ROM CD-ROM CD-ROM CD-ROM CD-ROM
Ethernet Ethernet Ethernet Ethernet Ethernet Ethernet Ethernet Ethernet
card card card card card card card card
Sound Sound Sound Sound Sound Sound Sound Sound Card
Card Card Card Card Card Card Card
AGP Card AGP Card AGP Card AGP Card AGP Card AGP Card AGP Card AGP Card
Joy Joy Joy Joy Joy Joy Joy Joy
Stick Stick Stick Stick Stick Stick Stick Stick
Joy Pad Joy Pad Joy Pad Joy Pad Joy Pad Joy Pad Joy Pad Joy Pad
CD Media CD Media CD Media CD Media CD Media CD Media CD Media
Web Web Web Web Web Web
Camera Camera Camera Camera Camera Camera
USB USB USB USB USB USB
Flash Flash Flash Flash Flash Flash
Drive Drive Drive Drive Drive Drive
UPS UPS UPS UPS UPS UPS
Sub Sub Sub Sub Sub Sub
Woofers Woofers Woofers Woofers Woofers Woofers
Hub & Hub & Hub & Hub & Hub & Hub &
Switches Switches Switches Switches Switches Switches
Memory Memory Memory Memory Memory Memory
Smart Pen Smart Pen Smart Pen Smart Pen Smart Pen Smart Pen
Digital Digital Digital Digital Digital
Camera Camera Camera Camera Camera
Tiny Hub Tiny Hub Tiny Hub Tiny Hub Tiny Hub
CD CD CD CD CD wallets
Expansion of wallets
Screen
wallets
Screen
wallets
Screen
wallets
Screen Screen

Frontech Filters
Gaming
Filters
Gaming
Filters
Gaming
Filters
Gaming
Filters
Gaming
wheels wheels wheels wheels wheels
products at a Palm
Disks
Palm
Disks
Palm
Disks
Palm
Disks
Palm Disks

glance USB FDD

PC Note
USB FDD
PC Note
USB FDD
PC Note
USB FDD
PC Note
USB FDD
PC Note
Taker Taker Taker Taker Taker
Card Card Card Card Card
Reader Reader Reader Reader Reader
USB USB USB USB
Cables Cables Cables Cables
Style Style Style Style
Casing Casing Casing Casing
Home Home Home Home
Theaters Theaters Theaters Theaters

16
 DVD DVD DVD
VCD VCD VCD
Ink
Cartidrige
Photopaper
LCD
Monitor

Mission:

17
 Attain market leadership in marketing and distribution of computer and
consumer electronic products under brand FRONTECH.
Establish JIL as a progressive company of international repute in IT and beyond.

Vision:
Provide the highest value relationship to JIL's customers, vendors,
employees and the investors, as the frontier of technology.

Goals:
Market driven quality and market leadership.
Business partner's trust and confidence in JIL.
Ever growing channel network in width and depth.
Long term relationship with channel partners.
Personalized and best after sales service. `

Employee motivation and satisfaction.

Profitable revenue growth.
Truthful commitment and distributor satisfaction.
Strong financial strength.

Objectives:
Create outstanding value proposition to emerge as winner in the market
place.
Benchmark to develop competitive strength.
Maintain aggressive growth rates.
Consolidate and increase market share.
Strategically position each product group to ensure return.
Continuously develop and implement top class business process that
maximizes service, productivity and efficiency.
Develop and retain a highly skilled, competent and disciplined workforce.
Invest back in business to sustain sound financial strength.

Product Portfolio:
Own brand Frontech. Product family includes Computer Cases, LCD
Monitor, Keyboard, Sub woofers & Speakers, CD ROM drive, CD media,
TV Tuner Card, Head Phones, Display Card, Mouse, Web Cam, UPS,

18
 Gaming Devices, CD-ROM lens Cleaning Kit, DVD Player, Photo Paper,
Ink Cartridges, Net Working items and Various IT accessories.
Sole distributor for Full Mark in India since 1993. Products range includes
Ribbons, Coated Media, Data Storage Supplies, Inkjet Cartridges, Laser
toners etc.
One of the largest Seagate Import Channel partners in India selling 10-15K
pieces per month in India.
Distributorship of Samsung Electro Mechanics Pvt. Ltd. for Floppy Disk
Drives for South East Asian Countries.
National Distributor for inke, for ink refilling machines and Asrock
motherboards.
National Distributor for Samsungs Peripherals and Optical Media.
National Distributor for Foxconn Motherboards.
National Distributor for Western Digital Hard Disk.

Activities:
Manufacture & Import and distribution of computer hardware products
from major manufacturers and suppliers.

19
 Place and market the products in well-defined target markets through
truthful commitments.
Strong distribution network aims at supplying products to the branch
offices and distributors in the shortest possible time.
After sales service with well equipped trained staffs and utilities for the
entire range of products mix.
Onsite warranty for customer retention and long term relationship.

Infrastructure:
Land & Building:
Company has constructed 11000 sq ft of factory building including 2500
sq. ft clean room of class 10000 conditions in one plot of 5.5 Bigha. Company has
already procured adjacent plot of 11 Bigha where construction is in full swing.

Power:
High quality power is integral to project. Care has been taken to ensure that
there is 100% captive generation despite abundant and cheap power available at
Baddi. Two back up generators of 650 KVAH each from Kiloskar is ensuring
continuous supply of power, in case of any break down or loss in quality of power.
1 No. 400 KVA UPS from AROS of Italy ensures uninterrupted power supply
during time lag between power failure and starting of Generators.

Manpower:
JIL has already recruited a team of high quality professionals from various
existing units who has a proven track record of technical expertise, dedicated
service in their respective area of operation be it electrical, civil, mechanical,
electronics and commercial. A superb team of professionals in a well netted
hierarchy under the guidance of able professional director, who has a long term
vision, is surely going to be a benchmark for other industries as well.

Marketing & Sales:

20
 A readymade existing 21 all India branch network spread across length and
breath of country is an added advantage in terms of cost i.e. at little extra cost
existing pool of experienced professional people studded with degree of MBAS
and CAS are readily available. JIL has a sales and logistics team network of 400
employees along with over 800 dealers distributors network all across India
under respective jurisdiction of Branches. JIL has an established brand
FRONTECH under which CD-RS are being sold since last 8 years.

Raw Material - Availability & Prices:

The Raw Materials & Consumables required for CD-R production are
available in India locally. With India being a 2nd largest manufacturer of CD-Rs in
the world, all major manufactures of raw material have established warehouses
and service centers in India.
There are two principle raw materials-
I) Poly Carbonate The leading suppliers are Bayers and GE Plastics
and both of whom have extensive presence in India.
II) Dyes The leading suppliers are CIBA & Mitsubishi and both of
whom have full fledged offices in India.
JIL has the option of either importing through them or taking local delivery
depending upon ruling prices prevailing in India or abroad.

Location:
Baddi in Himachal Pradesh has been preferred as ideal site due to following
benefit / incentives available therein.
Excise exemptions for 10 years.
Income Tax Exemption for 5 years full.
Income Tax Exemption for next 5 years Partial.
Power Subsidy.
Capital Subsidy.
Sales Tax Exemptions.

21
Technology:
Technology and production know how of CD-R Manufacturing Industry
has already matured. It is not a Sunrise technology with attendant risks. The
company has already entered into technology Tie up with Equipment manufacturer
M/S Singlus Technology of Germany who is pioneer in this field. Plant has been
designed and set up by M/S Bastit Engineering & Trade International Consultancy
of France who is leading technical Consultancy Firm in the world. JIL is already
in the process of providing technical training to our technical team by German
Engineers from Singulus Technology. Companys technical team has been picked
up from existing industry that is the best in their respective area of operation.
Existing Technology is fully upgradeable to DVD-R technology at balancing cost
in near future if the need so arise. JIL has a plan to send its engineers to Germany
as well for onsite training if situation so demands.

Strength:
Strong Sales and Distribution Network.
Brand acceptance of Frontech.
The captive sales of 70 Million CD-R in a year.

22
 Methodology:

Type of Study:
To understand the satisfaction level on Frontech products, I had to go for an
extensive field research to do a study through market survey of the liking and
disliking of the Frontech products.

Instruments used for Data collection:

For the purpose of data collection, I prepared a structured questionnaire
based on the objective of the Project.
Copy of the questionnaire used attached in the appendices. Total sample
size was 85, but due to inconvenience of reaching every body 5 of the samples
studied over phone.

Statistical Formulae used:

Correlation & Regression

23
Data Tabulation & Data Analysis

24
 Now as per the data, Fig.1 illustrates the reason for the dealers preference
on selling of Frontech products. Here I found that most of the dealers prefer to sell
Frontech products because of its Brand Name and Consumer Demand. Around
30% of dealers prefer for Brand Name; another 30% for Consumer Demand; 18%
for Warranty; 10% for Profit Margin; 6% for Offers by Company and rest 6% for
other reason.

Reason for dealers preference on selling Frontech products:

Fig:1
Other
6%

Brand Name
30%
Consumer
Demand
30%

Profit Margin
10%
Offers by
Company Warranty
6% 18%

25
 Fig 2 & Fig 3, illustrates the rank given by the dealers on Frontech
products. Most of the dealers rank it as Good but only some of the dealers rated
it as Very Good and Excellent.

Fig 2: Overall Rank by Dealers

40
40

30
No. of Dealers

22
20 16

10
4
2 1
0
Excellent Very Good Average Below Not
Good Average Selling

Not Selling
2% Excellent Very Good
Below Average
3% 17%
6%

Average
26%

Fig 3: Good
46%

Quality:

26
 In fig 4 & fig 5, quality wise rank on Frontech products by the
dealers. I asked them to put marks out of 5 on Frontech products. I
classified the marks i.e. 5 - Very Good; 4-Good; 3-Average; 2-Bad; 1-Very
Bad. Most of the dealers quality wise rated this product as an average.

2 Fig 4: Quality wise Rank

40 36

30
No. of Dealers

23
20
20

10 5
1
0
Very Good Average Bad Very Bad
Good

Fig 5:
Very Bad Very Good
Good
6% 2%
Bad 27%
23%

Average
42%

Price:

27
 To compete with the other brands in the market, a product should be at
reasonable price by which consumers can afford it easily. I asked the dealers
whether they are satisfied with the price of Frontech products. I categorize it into
Very High, High, Reasonable, Low and Very Low. Most of the dealers are saying
that the price is reasonable.

Fig 6: pricewise rank

39

40

35
No. of Dalers

30 21
25
14
20

15 7
4
10
5

0
Very High High Reasonable Low Very Low

Very Low
8% High
Very High
Low 16%
5%
25%

Reasonable
Fig 7: 46%

After Sale Service:

Better after sale service is also necessary to attract the customers. I asked
the dealers about our after sale service. Though most of the dealers told that the

28
after sale service is Satisfied (46%), but the dealers in north Kolkata told that the
after sale service is dissatisfied. So we have to keep attention at this. Fig 8 & Fig 9
shows satisfaction level on after sale service -

Fig 8: Rank on After Sale Service

40 39

30
No. of Dealers

20
20 18

10
10
1
0 Highly Satisfie d Average Dissatis fied Highly
Satisfied Dissatisfied

Highly
Fig 9: Dissatisfied
Dissatisfied 1%
11%
Highly Satisfied
20%

Satisfied
Average 45%
23%

Demand:
Fig 10 shows the demand of Frontech products in the market. Most of the
dealers said that the demand is High but in earlier years it was Very High. So the

29
rate of demand is decreasing from earlier years. One of the main reason is
Duplicate product. They said that there are lots of duplicate products in the
name of Frontech and these duplicate productss packaging is same as the original
product. So the customers are being cheated with the duplicate products. So they
are buying another brands products in afraid of cheating.

Fig 10: Demandwise Rank

50%
% of Dealers

26%

15%
5%
4%
0%
Very High High Average Low Very Low

Features:
I asked the dealers about the features of Frontech products. Most of them told that
the feature of Frontech products is an average. Their view is as follows:

30
 Fig 11: Rank on Features

60

50
No. of Dealers

48
40

30

20
17 17
10

0 1 2

Excellent Good Average Below Bad

Average

Fig 12: Below Average

20%

Bad 2%
Average
Excellent
57%
1%

Good
20%

Reliability:
Fig 13 & Fig 14 shows the reliability on Frontech Products or how the dealers
rank the Frontech products on the basis of reliability. Here it is follows:

31
 Fig 13: Rank on Reliability
30
29

30

25
16
No. of Dealers

20

15
6
4
10

0
Most Dependable Average Not Dependable Absolutely Not
Dependable Dependable

Fig 14:
Absolutely Not Most
Dependable Dependable Dependable
7% 5% 34%
Not Dependable
19%

Average
35%

Packing:
Packing is a most important thing for a product. It protects the product from injure
as well as it also attracts the customers. When I asked the dealers about the
packing, most of them told that it is Good. Fig 15 & Fig 16 shows dealers rank on
packing.

32
Fig 15: Rank on Packing

No. of Dealers
0 5 10 15 20 25 30 35 40 45

Bad 1

Below Average 7

Average 21

Good 40

Very Good 17

Average
24%

Fig 16:

Below Average
8%

Bad
1%

Good
47% Very Good
20%

According to Dealers, features that can make

Frontech a leader:
I asked the dealers about their comments on how Frontech can be a leader in the
market. Most of them told that giving better quality, it can be a leader in the
market. Fig 17 shows the percentage of dealers in different comments.

33
 Fig 17:
Sale Promotion
Scheme, 11% Better After Sale
Lowest Price, Service, 14%
18%

Better Quality,
More
33%
Advertisement,
Proper
11%
Availability, 13%

Consumers Awareness about the features:

After asking the percentage of consumers who are aware about the features of
Frontech products, the dealers told as follows:

34
 Fig 18: % of consumers awareness(in numbers)

40 36 34
35
30
No. of Dealers

25
20
14
15
10
5 1

0
Less than 10% 10% to 30% 30% to 50% Above 50%

Less than 10%

(1%) 10% to 30%
(16%)

Above 50%
(40%)

30% to 50%
(43%)

Fig 19: % of consumers awareness(in %)

Demand in last 3 months:

Most of the dealers told that there is no change in last 3 months demand of
Frontech products. Fig 20 & fig 21 shows it clearly:

35
 Fig 20: Change of Demands in last 3 months

No Change

38
Decrease

17
Increase

0 5 10 30
15 20 25 30 35 40

No. of Dealers

Fig 21: Change of Demands in last 3 months(in %)

Increase
No Change

35%
45%

Decrease
20%

Overall Profit Margin:

When I asked the dealers about the overall profit margin on selling Frontech
products, fig 22 & fig 23 shows their views in details:

36
 Fig 22: Overall Profit Margin

40
35 35 35
No. of Dealers

30
25
20
15
10 9
5 5
0
1 0
Excellent Very Good Good Average Below Not
Average Selling

Not Selling Excellent

Fig 23: 0% 1% Very Good
Below Average
6%
11%

Average
41%
Good
41%

Quality wise rank with other Brands:

Fig 22 shows percentage of the dealers of quality wise rank in competence with
other products like Zebronics, Techcomm, Intex, Perx and Oddsey. Here 39% of

37
the dealers said that quality wise it is the no1 brand in the market. 33% said that it
stays in 2nd position and 15%, 11%, 1% & another 1% said that it is in the 3rd, 4th,
5th and 6th position respectively. Here it is as follows:

5th
6th
4th 1% 1%
Fig 24: 11%

3rd
15% 1st
39%

2nd
33%

Profit margin wise rank with other Brands:

38
Fig 23 shows percentage of the dealers of Profit Margin wise rank in competence
with other products like Zebronics, Techcomm, Intex, Perx and Oddsey. Here 33%
of the dealers said that Profit Margin wise it is the no1 brand in the market. 29%
said that it stays in 2nd position and 20%, 6%, 8% & another 4% said that it is in
the 3rd, 4th, 5th and 6th position respectively. Here it is as follows:

6th
4%
Fig 25: 5th
8%

4th
6%
1st
33%

3rd
20%

2nd
29%

39
Credit Period:
I asked the dealers about the credit periods given by the distributors of Frontech
Products. Most of the dealers told that they are given 21days as credit from
Frontech. 15% of them said 30days and 10%, 6% & 1% of them told that they are
given 15 days, 7 days & 40 days respectively. Here it is:

30days
Fig 26: 15%

40days
1%

15days
21days 10%
68%

Dealers Complains and Suggestions:

40
Products
Complain & Suggestion

All Quality is low. Quality should be improved.

,, Printed M.R.P is very low. It should be slightly high to make profit.

,, Price is different to different dealers. It should be universal to all.

,, Time of service centers is 10 a.m to 3 p.m. it should be up to 6 p.m

,, Profit margin is very low. It should be slightly high.

,, There are duplicate products in the market. It should be stopped.

,, Most of the customers do not know about the variety of the product. So
more advertisement is needed to let them know.

,, Supply process is dissatisfied. It should be improved.

,, Get up should be modernized.

,, Price should be decrease slightly.

,, No service centers in North Kolkata. There should be a service centre in

north Kolkata,

,, All products are not available in all times. So proper availability is

needed.

,, Warranty period is very shorter than other brands. It should be increase.

,, Packing quality should be improved to attract the customers.

,, Overall service is to be better.

,, Product finishing is not good. It should be up to mark.

Cabinet SMPS warranty should be increase at least 2 years.

,, Switch problem should be solved & materials that used in cabinet,

41
 should improve.

5.1 speaker Looks to be changed and PMPO should be increase.

Speaker Sound quality is not good. It should be improved.

CD-R Sometimes in a packet some CDs are short in number. Duplicate CD is

to be arranged.

,, Packing is not good. Packing should be better.

,, Sometimes CDs are not available. So availability of CDs should be

increase.

Software CD Sometimes software CDs does not support. It is to be checked.

JIL-1858 Power is very bad. It should be better.

UPS Quality is very bad. It should be improved.

Keyboard Defective supply should be stopped.

Dealers Feedback on this feedback session:

42
When I asked the dealers about this type of feedback session, most of the dealers
told that it is Very Good.

Fig 27: dealers comment on this feedback session

60
53
50

40
No. of Dealers

30
27
20

10
4
0 1 0
Very Good Good Satisfactory Neutral Dissatifactory

Conclusion

43
The company, over the last decade has successfully changed its image
from a cabinet distributor to a all type of computer peripherals
distributors, product range ranging from Cabinet to LCD Monitor. Its
real growth has come in the last 6 years after successful introduction of
a few models in the computer hardware segment.

It is found that Frontech has drawn the attention of the lower-medium

income segment. Most of the consumers are satisfied with
few exceptions. With certain changes that suggested the sale
of Frontech products can be boosted up & it will be a leader
in Computer Hardware market. During the survey it has
been found that dealers are generally satisfied, but they
want some improvements in the product. If improvements
are implemented the demand will increase by word of
mouth.

Bibliography:

44
Research Methodology- by C.R. Kothary
www.google.com
www.wikipedia.org

Appendices:

45
 Sample questionnaire

Sr. No. Date

SURVEY TO STUDY THE CUSTOMER SATISFACTION ON

FRONTECH PRODUCTS

Shop Name :
Address :

Owner Name :
Contact No. :
Annual Turnover:

Q1) Why you prefer to sell Frontech products?

i) Brand Name ii) Profit Margin iii) Warranty
iv) Offers by Company v) Consumers Demand v) other

Q2) How you rank Frontech products?

i) Excellent ii) Very good iii) Good iv) Average
v) Bellow average vi) Not selling.

Q3) Put your marks out of 5 on Frontech products in comparison to

other brands product
i) Quality wise [ ]
ii) Price wise [ ]
iii) After sale service wise [ ]
iv) Demand wise [ ]

Q4) According to you, which feature of Frontech products can make it leader in the
market?
i) Better after sale service ii) Better quality
iii) Proper availability iv) More advertisement
v) Lowest price vi) Sale promotion scheme.

Q5) Put your marks out of 5 on Frontech products

i) Features [ ]

46
 ii) Reliability [ ]
iii) Packing [ ]

Q6) How many consumers are aware about the features of Frontech products?
i) Less than 10% ii) 10% to 30%
iii) 30% to 50% iv) Above 50%

Q7) Is there any change in demand of Frontech product in last 3 months?

i) Increase ii) Decrease iii) No change

Q8) Overall profit margin on selling Frontech products

i) Excellent ii) Very good iii) Good
iv) Average v) Below average vi) Not selling

Q9) Rank the following brands according to

a] Quality
i) Zebronics [ ] ii) Intex [ ]
iii) Frontech [ ] iv) Oddsey [ ]
v) Techcom [ ] vi) Perx [ ]
v) Other (specify) [ ]
b) Profit margin
i) Zebronics [ ] ii) Intex [ ]
iii) Frontech [ ] iv) Oddsey [ ]
v) Techcom [ ] vi) Perx [ ]
v) Other (specify) [ ]

Q10) Which company allows you more credit period?

[put () mark behind each brand]

Brand Name 7 days 15 days 21 days 30 days

Zebronics
Intex
Frontech
Oddsey
Techcom
Perx
Other (specify)

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Q11) Your suggestions regarding improving sales of some of the Frontech products

Products Suggestions

Q12) What do you think about this type of feedback session?

i) Very good ii) Good iii) Satisfactory
iv) Neutral v) Dissatisfactory.

48