Consumer behavior

Topic : - measuring quality of consumer redress system of electronic system

Presented By :Tushti Bakrania Click to edit Master subtitle style 2. Irshant Nim 3. Daksh Desai 4. Pankaj Nayak 5. Rishi Chugh
1.

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introduction

Consumer Behaviour :Consumer behavior is a behavior that consumers display in searching

for, purchasing, using, evaluating and disposing of products and services that they expect will satisfy their needs.
Consumer

redress system :-

Customer redress system resolve most customer complaints and queries, and also let customer know what they expect from them.

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 Which
BRANDS

brand of handset is used ?

Nokia Samsung Blackberry Other Total

105 32 53 30 220

Brands

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 Which
TYPE OF PHONE

type of phone it is ?
NO OF USERS

Touch screen Slider Simple keypad Touch & Type Other Total

92 23 44 31 30 220

Type of phones

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 Has

your phone ever been repaired ?

REPARIED

Total

No of Phones
12 10

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 The

major problem in the phones.

PROBLEMS Power Display Sound Other Total

10 8 6 4 2 0

Problems
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 How

did you stated the problem ?

PROBLEM STATED Through Phone Service center Seller/Individual Other Total

Problems stated

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 How

was the response from service center ?

RESPONSE Excellent Very Good Good Average Bad Total

Response

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 Replacement
REPLACED Yes No Total

of for phone Temporarily ?

Replacement
10 8 6 4 2 0 5/3/12

 In

how much time they returned the phone ?

PERIOD OF RETURN 1 day ore less than 1 day 2 days 3 days More than 3 days Total

Period of return

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 Was

the service price worth?

PRICE WORTH

Price worth
10 8 6 4 2 0 5/3/12

 Satisfied

with the service and Source?

SATISFACTION Yes No Total

Satisfaction
12 10 8 6 4 2 0 5/3/12

 Continuation
CONTINUITY Yes No Total

of Brand
NO OF RESPOSES 169 18 187

Continuity
12 10 8 6 4 2 0 5/3/12

 Sex

ratio
SEX NO OF RESPOSES 29 158 187

Female Male Total

Sex Ratio

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 Age
AGE Above 50 40-50 30-40 25-30 15-25 Total NO OF RESPONSES 19 23 30 46 69 187

Age

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 Education
EDUCATION Post Graduate Graduate HSC SSC Below SSC Total

Qualification
NO OF RESPONSES 29 77 37 25 19 187

Qualification

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 Profession
PROFESSION Business Service Other Total NO OF RESPOSES 82 63 42 187

Sex Ratio

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Findings

Nokia phone covers more market share than others as the company is older and trust worthy. So they will continue to use the same brand. The major competitor of Nokia is Blackberry which is trying to cover more market share by offering best but still lagging behind. The behavior of customer towards the product & service was brand conscious. Out of the survey majority of them have repaired their phone which were not having their warranty. The major problems with phone were of display for touch screen and power problem. Majority of customer have stated their problems by personally visiting the service center or through the seller. Customer were satisfied at an average level were as some where excellently satisfied and vice versa.

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Majority of the companies have returned phones to customer within a single day or less then it and on this we can say that the service provided is to fast within a stipulated time given by the center. Majority of customers felt that service provided was price worth and they were satisfied with the service and source. Male were mostly seen at the service center with their mobiles to be repaired compared to female. The maximum customers were of the age of 15-25 and 25-30 who were graduate and post graduate students. The people came very frequently as the usage of phones were maximum to them. Nokia has built very good trust on customers and ensuring & securing their values to the company compared to Blackberry. Mostly all the company have adopted latest technology to provide quick and fast service to customers but Nokia is at no 1 though it is somewhere lagging behind in technology compared to Blackberry and Samsung.

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The behavior of middle age people is mostly needs fast service so they opt for that product which provides satisfaction, trust & values to them. The customer product personally was totally matching with their gender and age. Few customer were sophisticated were as some were sincere and competence. Some respondence were creative and competence were as some were rugged. The Nokia brand as made a geographic location in the minds of people as most trust worthy brand. It is correctly said that personality and product color matches with them. We observed that females generally had pink color phone where as businessman preferred black and youngsters preferred a big phone like Nokia X2. Mobiles are the best product to identify the self image or once image. The make up of self image is done through interaction with friends, family, groups and so on. We observed that Nokia customers have a classical conditioning behavior as they have seen and learnt in the past as it is a market reader.

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limitations
Following are the recommendation given as per the research made :

As the study is only limited up to the Surat thus the scope of study The resources used are limited, which limits the research purpose. Only the customers of Surat are considered, based on their Preferences the research work is done. As the Surat is Dimond Industrial Estate the customers are mostly the Business persons, this also limits the study, because mostly every Business person has the same likings, or preferences for their Purpose. The time period given to undertake study is very less, because Research requires appropriate time. Some of the customers thought it is just waist of time filling a questionnaire and so did not turn up. Some of the customers were very sophisticated and did not responded properly were as some were cracking jokes on it. Some sellers perception was very sincere and some were having ruggedness.

Some sellers thought these guys will sell the product and offered job to rome around and do

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The users of Blackberry have more attitude as they felt their brand is very high level & so. The respondents were not giving proper response, the awareness of this types of research should me more amongst the general public, so that the research may be more interesting, and accurate. More awareness about the convenience banking should be in the Customers, that is the reason why the rating in the convenience Services are so low. Some customers were having attitude towards their products brand.

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recommendations

The awareness programs regarding research should be made in Surat, because customers of various brands are not trusting us for giving the genuine information. Though Nokia is running since many years, the customers feedback is some what not good, the reason is, and the customers are not getting proper reply some times for their queries. They have to wait for a long so they get frustrated and switch to the another brand. This may create a big problem to the brand. The research time should be more, because only 20 days are given , thus it is not sufficient. The resources provided for the research should me more, which could help the students to work more effectively.

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THANK YOU

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