A Presentation on

Customer Satisfaction Towards “Sony laptops” in Solapur City.By : BBA 2nd year.

Name of students Roll No.

Darshan Sharma 2747Akshay Bhambure 2705Basavaprasad Nasali 2725 Shubham Jadhav 2715Mahesh Dolare 2710Kedar Shetty 2736

Objectives of Study

To know the market potential of Sony laptops

accessories. To make people aware of Sony laptops.To know what customers feel about Sony laptops i.e standard,built quality,variants etc.To know where the Sony laptops stands in market as

compared to other brands.To know where the Sony brand in laptops stands amongst laptop users in whole Solapur.

Information of Organization.

Name of the company : Sony Corporation.

Established in : 7th May,1946.

Founders : Masaru Ibuka & Akio Morita.

Headquarters : Minato,Tokyo,Japan.

Sony is one of the world’s leading entertainment

organisations, with a host of exciting products and content properties across consumer

electronics, computing, cameras, film, music, video,

gaming and telecommunications

One of the offices in japan.

At Sony, our mission is to be a company that inspires and fulfills your curiosity.

Our unlimited passion for technology, content and services,

and relentless pursuit of innovation, drives us to deliver

ground-breaking new excitement and entertainment in ways that only Sony can.

Creating unique new cultures and experiences.

Everything we do, is to move you emotionally.

Sony’s Head Branch,Tokyo.

Sony consumer productsTelevision & ProjectorHome VideoHome AudioLens-Style CameraCompact Digital CameraTabletsComputer & PeripheralsPlay StationsVideo Camera

Research Methodology

Marketing Research: Marketing Research is a systematic and objective study of problems pertaining to the marketing of goods and services.

Research:

Research is gathering , recording and analyzing the critical and relevant facts of any problem.

Research MethodologyPrimary Data

Secondary Data

Data Collection

Data Collection

Data Collection:

Data Collection of data means a purpose of gathering

information relevant to the subject matter of research from the

unit of population under research.

There are two types of Data Collection:

Primary Data:

“The data which is collected fresh, for the first time and

which is original in characteristics is called as primary data.” It

is also called as first hand data.

Secondary data:

The data that has been already collected by and readily available from other sources is known secondary data. Such data are cheaper and more quickly obtainable than the primary data.

Source of Secondary Data: Internet (www.sony.co.in)

Sampling Method: For survey the sampling method used is “Simple Random Sampling.”

Sampling Size: We have visited 50 customers of Solapur City. (out of which 18 are Businessman, 13 Service people, 4 Employed,15 Self employed).

Data collection: We have done the survey through the personal interview.

Data collection tool: Questionaire.The questionnaire for the members was a structured questionnaire.

Period: The time allotted for this survey was 7 Days.

Data Analysis

GENDER

GENDER

GENDER

84%

16%

Gender

1 Male 2 Female

AGE

70%

26%

4%

Age

1 20-30 2 31-40 3 41-504 51-60 5 61 & Above

Occupation

26%

36%8%

30%

Occupation

1 Service 2 Businessman3 Employee 4 Self employed

Income

54%

18%

12%

12%4%

Income

1 15000-25000 2 25000-35000 3 35000-450004 45000-55000 5 55000 & Above

When Purchased ?

20%

24%

18%

14%

24%When Purchased

1 3 months ago 2 4-6 months ago 3 7-9 months ago 4 0-12 months ago 5 1 year ago

Colour Purchased

2%

50%32%

16%

Colour purchased

1 Red 2 Black 3 White 4 Blue

Where Purchased

Sony Branded Store

Sony Online Store

Reseller Store

Reseller Online Store

12

34

0 10 20 30 40 50 60

27

16

7

0

54

32

14

0

Where Purchased

% No. of Respondents

Price

‹ 20,000 20,000 - 30,000 30,000 -

40,000 40,000 - above

1 2 3 4

0102030405060

No. of Respondents%

410

29

7

820

58

14

Price

No. of Respondents %

Why Selected

Prof

essio

nal

Stab

le P

erfo

rman

ce

High

End

Attra

ctive

Sty

le

Good

Bra

nd Im

age

1 2 3 4 5

05

101520253035

13 16

4 512

2632

8 10

24

Why Selected

No. of Respondents %

After sales service

1 2 3 40

10

20

30

40

50

60

70

010

32

80

20

64

16

After Sales Service

Sr. No. ServicesNo. of Respondents %

Satisfied By Accessories

76%

24%

Satisfied by accessories

1 Yes 2 No

Additional features

Exte

nded

H.D

.D c

apac

ity

Mul

tiple

O.S

Goo

d Q

ualit

y W

ebCa

m

Pre-

inst

alle

d An

tiviru

s

1 2 3 4

010203040

10

42

2226

Additional Features

No. of Respondents %

Recommendation

Yes No1 2

0102030405060708090

43

7

86

14

Recommendation

No. of Respondents %

Satisfied By laptop

Sr.no

Satisfaction

No. of Respondents

0 5 10 15 20 25 30 35 40 45 50

1

46

2

450

Satisfaction

Series3 Series2 Series1

RATINGS

Quality Price Promotion Staff Behavior Varieties1 2 3 4 5

0

5

10

15

20

25

30

1 2 24

8

14

27

1820

10

27

2023

1921

8

3

7 7

11

RATINGS

Poor Average Good Best

Findings1. Gender:

As per the research it is found that 84% are male whereas 16 % are female. This is generally because considering females there are more no. of male workers.

2. Age:

It is found that ,out of 50 respondents 35 customers are of the age group of 20 to 30 years i.e. YOUNSTERS .So It is clearly seen that the sony laptops have fulfilled their goals of targeting the young working crowd.

3. Occupation:

Amongst the respondents 18 were business men ,13 service people,15 self-employed & 4 employed people. This shows that the Sony Laptops is used by the of all the above categories.

4.Income:

The 27 respondents are having their income in between Rs.15000-25000,while 9 respondents are having income in between Rs. 25000-35000, 6 are between Rs. 35000 to Rs. 45000 and 6 are between 45000 to 55000 & 2 people had their income above 55000.This Shows that the sony laptop is available for all the people with different level of income.

5. When did you purchased the Sony laptop?

According to research it shows that 10 people purchased the laptop 3 months before,while 12 people purchased 4-6 months before, 9 people purchased it 7-9 months ago where as 7 people purchased 9-12 months before & 12 people purchased 1 year ago. This shows that there is demand for Sony laptops in the market throughout the year.

6.Which colour of laptop did you purchased ?

As per the research it shows that out of available colours 1 has selected red,whereas 25 had chosen black,16 of them opted for white,while the remaining had selected blue. This shows that there is demand for the sony laptops because of its attractiveness & trendy colours.

7.Where did you purchased the Sony laptop?

It was found that 27 of the respondents purchased their laptops from sony branded store itself,while 16 customers purchased from sony online store & 7 of them purchased from Reseller store and none of them purchased the reseller online store,This shows that people trust sony brandstore or online store more than any other outlet because they are assured that they will get the genuine products

8. What is the price of your laptop?

As Solapur is a developing city,the income of the people is also good here. Therefore 4 people purchased the laptops of below 20000,10 people purchased laptop in between 20000-30000 rs., 29 people purchased between 30000-40000,7 of them purchased laptops of 40000 & above.

this shows that there is a laptops available for every one from the basic to high-end for every person with different level of income.

9. Why you selected the Sony laptop? As per the research it shows that 13 people selected sony laptop because its professional,16 of them selected because of stable performance,4 of them selected because of its high-end laptop,5 of them selected it because of its attractive style & 12 purchased it because of its good brand image. This shows that the Sony laptop is capable of fulfilling all the requirements of the customers.

10. What do you think about after sales service ? According to the research its shows that 10 people think that the after sales service is average,while the 32 people thought that service was good enough & 8 of them rated the after sales service as Best. This shows that the customers of Sony laptops are satisfied by the after sales service provided to them.

11. Are you satisfied by the accessories? According to the research it shows that out of all the people of whom the survey was taken most of the people were absolutely satisfied by the accessories i.e 38 out 50 & very few were dissatisfied i.e 12 out of 50. This shows that the accessories provided by the company are good enough to satisfy its customers.

12. What do you think about the processor capacity? According to the research it shows that 1 of the customer said that he was not satisfied by the processor capacity,while 20 of them thought that it was pleasing enough & the remaining 20 rated the processor capacity as best. This shows that sony laptops are not only good at looks & price but they are also worth to be used for a long duration.

13.Will you recommend about Sony laptop to others?

After the research was done it was seen that out 50 people, 43 of them said that yes they will recommend to others while 7 said No to it.this shows that the customers are well satisfied by sony laptop & they will also recommend about it to others.

13. Will you like to have any additional features?

According to the research it was seen that 5 people recommended that they will like to have extended H.D.D. capacity, while 21 of them said that they will like to have multiple O.S options in it, 11 of them recommended that they need a good-quality webcam & 13 of them said that they would like to have a pre-installed antivirus in the laptop. This shows that the customers demand more features so that their laptop is up-to-date and lags no where.

14. Are you satisfied by the Sony laptop?

According to the research it shows almost all the people of whom the survey was taken were satisfied by the Sony laptop i.e 46 out of 50 & whereas 4 out of 50 said that they still need improvement. This shows that Sony was able to fulfil the requirement of customers of having good laptop.

15. Ratings

According to the research it was seen that quality,price & promotion was rated as good by most of the customers. Staff behaviour was rated as average & varieties as poor.

This shows that the overall ratings for the Sony laptops is good & that the company is also maintaining reputation According to its status in the market.

Suggestions by Customers

1. 5 customers out 50 suggested that they need extended H.D.D. Capacity.

2. 21 out 50 customers gave their suggestion that they want to have multiple O.S options in the laptops.

3. Where as 11 customers suggested that they want a good-quality webcam even in the basic sony laptops.

4. 13 of the customers suggested that they need Pre-installed Anti-virus too in every laptops.

Suggestions by Researchers1. The 1 point that we suggest to add is that the

Advertisement can be done more better by including new ideas in it.

2. The staff behaviour can be made more friendly by undertaking workshops on how to deal with the customers.

3. The price have to be adjusted a bit with more facilities provided. This will help to get more customers.

Thank you.