PROJECT REPORT

PRODUCT SURVEY

ON

A STUDY AND ANALYSIS OF THE AFTER SALES SERVICES PROVIDES BY LAPTOP MANUFACTURERES

SUBMITTED IN

PARTIAL FULFILLMENT OF ITM COURSE SEMESTER-1

SUBMITTED BY:

PRANAV MALHOTRA, C - 39 PRATEEK JAGGI, C - 51 PRIYANK RATHOD, C - 28

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CERTIFICATE

This to certify that the Research work incorporated in the report- A Study and analysis of the

after sale services provided by laptop manufacturers is a bonafide work done by Pranav

Malhotra, Prateek Jaggi and Priyank Rathor.

It was carried out by the candidate under my guidance and supervision.

The materials from other sources have been duly acknowledged by him / her in the research

report.

This work is submitted in partial fulfillment of ITM Course Semester I.

Mr. Gaurav Chandiok

Project Guide

Place:

Date:

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TABLE OF CONTENTS

Sr. No Topic Page No.

1. List of Figures 3

2. Introduction 4

3. Information on Laptops 5

4. Review of literature(Research paper) 11

5. Review of literature(Articles) 14

6. Objective of Study 22

7. Data Collection Method 22

8. Findings 23

9. Conclusion 36

10. Recommendation 38

11. References and Bibliography 40

12. Annexure 41

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List of figures in the project

Figure No. Name Page No.

1 Ownership 24

2 Priority while buying laptop 25

3 Annual Income 26

4 Awareness regarding service 27

5 Kind of services 28

6 Problems 29

7 Solutions 30

8 Promises 31

9 Satisfaction 32

10 Warranty extension 33

11 New Laptop 34

12 Brand Preferences 35

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INTRODUCTION

For the thorough knowledge about the project definition of marketing and some key terms used

in the project and introduction and history of laptops is given as introduction to the topic

followed by some examples of different laptops available.

Customer Satisfaction

Customer satisfaction, a business term, is a measure of how products and services supplied by a

company meet or surpass customer expectation. It is seen as a key performance indicator within

business and is part of the four of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.

Introduction of laptops

A laptop (also known as a notebook) is a personal computer designed for mobile use. A laptop

integrates most of the typical components of a desktop computer, including a display,

a keyboard, a pointing device (a touchpad, also known as a track pad, and/or a pointing stick)

and speakers into a single unit. A laptop is powered by mains electricity via an AC adapter, and

can be used away from an outlet using a rechargeable battery. A laptop battery in new condition

typically stores enough energy to run the laptop for three to five hours, depending on the

computer usage, configuration and power management settings. When the laptop is plugged into

the mains, the battery charges, whether or not the computer is running.

Portable computers, originally monochrome CRT-based and developing into the modern laptop,

were originally considered to be a small niche market, mostly for specialized field applications

such as the military, accountants and sales representatives. As portable computers became

smaller, lighter, and cheaper and as screens became larger and of better quality, laptops became

very widely used for all purposes.

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History of laptops

As the personal computer became feasible in the early 1970s, the idea of a portable personal

computer followed. A "personal, portable information manipulator" was imagined by Alan

Kay at Xerox PARC in 1968, and described in his 1972 paper as the "Dynabook".

The IBM SCAMP project (Special Computer APL Machine Portable), was demonstrated in

1973. This prototype was based on the PALM processor (Put All Logic in Microcode).

The IBM 5100, the first commercially available portable computer, appeared in September 1975,

and was based on the SCAMP prototype.

As 8-bit CPU machines became widely accepted, the number of portables increased rapidly.

The Osborne 1, released in 1981, used the Zilog Z80 and weighed 23.6 pounds (10.7 kg). It had

no battery, a 5 in (13 cm) CRT screen, and dual 5.25 in (13.3 cm) single-density floppy drives. In

the same year the first laptop-sized portable computer, the Epson HX-20, was announced. The

Epson had a LCD screen, a rechargeable battery, and a calculator-size printer in a 1.6 kg (3.5 lb)

chassis. Both Tandy/RadioShack and HP also produced portable computers of varying designs

during this period.

The first laptops using the flip form factor appeared in the early 1980s.

Now some information about various laptop companies

Dell

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Dell Inc (NASDAQ: Dell, HKEX: 4331) is an American multinational information

technology corporation based in Round Rock, Texas, United States, that develops, sells and

supports computers and related products and services. Bearing the name of its founder, Michael

Dell, the company is one of the largest technological corporations in the world, employing more

than 96,000 people worldwide. Dell had 46,000 employees as of Jan. 30. About 22,200 of those,

or 48.3 percent, were in the United States, while 23,800 people, or 51.7 percent, worked in other

countries, according to a filing with the Securities and Exchange Commission. Dell is the third

largest PC maker in the world. Dell is listed at #38 on the Fortune 500 (2010). Fortune also lists

Dell as the #5 most admired company in its industry.

Apple

Apple is an American multinational corporation that designs and markets consumer

electronics, computer software, and personal computers. The company's best-known hardware

products include the Macintosh line of computers, the iPod, the iPhone and the iPad. Apple

software includes the Macintosh, the OS ; the iTunes media browser; the iLife suite of

multimedia and creativity software; the iWork suite of productivity software; Aperture, a

professional photography package; Final Cut Studio, a suite of professional audio and film-

industry software products; Logic Studio, a suite of music production tools; the Safari internet

browser; and iOS, a mobile operating system. As of August 2010, the company operates

301 retail stores in ten countries, and an online store where hardware and software products are

sold. As of May 2010, Apple is one of the largest companies in the world and the most valuable

technology company in the world, having surpassed Microsoft.

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HP

Hewlett-Packard Company , commonly referred to as HP, is an American

multinational information technology corporation headquartered in Palo Alto, California, USA.

The company was founded in a one-car garage in Palo Alto by Bill Hewlett and Dave Packard,

and is now one of the world's largest information technology companies, operating in nearly

every country. HP specializes in developing and manufacturing computing, data storage, and

networking hardware, designing software and delivering services. Major product lines include

personal computing devices, enterprise servers, related storage devices, as well as a diverse range

of printers and other imaging products. HP markets its products to households, small- to

medium-sized businesses and enterprises directly as well as via online distribution, consumer-

electronics and office-supply retailers, software partners and major technology vendors.

Lenovo

Lenovo Group Limited is a People's Republic of China-based multinational computer

technology corporation that develops, manufactures and markets desktops and notebook personal

computers, workstations, servers, storage drives, IT management software, and related services.

Incorporated as Legend in Hong Kong in 1988, Lenovo’s executive headquarters are

in Morrisville, North Carolina, United States. Lenovo's principal operations are currently located

in Beijing, P. R. China, Morrisville in the United States, and Singapore, with research centers in

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those locations, as well as Shanghai, Shenzhen, Xiamen, and Chengdu in China, and Yamato in

Kanagawa Prefecture, Japan.

Acer

Acer Incorporated is a Taiwan-based multinational computer technology and electronics

corporation that manufactures desktop and laptop PCs, personal digital assistants

(PDAs), servers, storage devices, displays, smart phones and peripheral. Acer provides e-

business services for business, government and home users.

Acer Group has its headquarters in Xizhi, New Taipei City.

Since the early 2000s Acer has streamlined its operations, spinning off all of its manufacturing

operations, which the company considered to be of low value. Acer has implemented a new

channel business model, shifting from being a manufacturer to a pure brand company that

markets and distributes its products, while leaving the actual production process in the hands of

contract manufacturers.

The company also owns the largest franchised computer retail chain in Taipei, Taiwan.

Sony VAIO

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VAIO is a sub-brand for many of Sony's computer products. It was originally

an acronym for Video Audio Integrated Operation, but since 2008 amended to Visual Audio

Intelligence Organizer to celebrate the brand's 10th year anniversary. The branding was created

by Timothy Hanley to distinguish items that encompassed the use of consumer audio and video,

as well as being conventional computing products. One example of this was the Sony VAIO W

Series personal computer, which functioned as a regular computer and a miniature entertainment

center. Although Sony made computers in the 1980s for the Japanese market only, Sony

withdrew from the computer business around the turn of the decade. Sony's re-entry to the

computer market, this time globally, under the new VAIO brand, started in 1996 with the PCV

series of desktops. The VAIO logo also represents the integration of analog and digital

technology. The 'VA' represents an analog wave and the 'IO' represents digital binary code.

Toshiba

Toshiba Corporation is a Japanese multinational conglomerate corporation, headquartered

in Tokyo, Japan. The company's main business is in infrastructure, consumer products, electronic

devices and components.

Toshiba-made Semiconductors are among the Worldwide Top 20 Semiconductor Sales Leaders.

In 2009, Toshiba was the world's fifth largest personal computer vendor, after Hewlett-

Packard of the U.S., Dell of the U.S., Acer of Taiwan, and Lenovo of China.

Toshiba is a diversified manufacturer and marketer of electrical products, spanning information

& communications equipment and systems, Internet-based solutions and services, electronic

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components and materials, power systems, industrial and social infrastructure systems, and

household appliances.

HCL

Hindustan Computers LTD. is electronics, computer and IT company in Noida, India. The

company comprises of two publicly listed companies, HCL Technologies and HCL Info systems.

HCL was focused on addressing the IT hardware market in India for the first two decades of its

existence with some sporadic activity in the global market.

On termination of the joint venture with HP in 1996, HCL became an enterprise which comprises

HCL Technologies (to address the global IT services market) and HCL Info systems (to address

the Indian and APAC IT hardware market). HCL has since then operated as a holding company.

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REVIEW OF LITERATURE

A. Research Papers

1.

Which Laptop Brand has the Best Service in India?

When you're buying a laptop, what are the things that you tend to take into consideration? Most

people will answer system specs, followed by its looks, then value for money. There's this fourth

aspect that almost nobody has a definitive answer to - support and service. Most of you are

dependent upon what you hear from other people. Simply because the salesman at the store isn't

going to tell you of issues with servicing; no matter which laptop you put your finger on.  

Time and time again, we get comments from our readers being dissatisfied when their laptop

would run into trouble, and the company's support wasn't able to solve their problem. So we

thought, let's give people a platform to express their opinion (good AND bad) about popular

laptop brands selling in India. 

So, for one week, we ran a poll on Tec tree asking people to vote for the laptop brand which they

thought provides best service. Here are the results:

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2.

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We know, we were stumbled with results too! Dell got rated as the Best AND the worst maker in

the two polls. To draw a conclusion to both the polls, we compared the data from two polls

which gave us this:

Here, the 'Absolute Votes' is the value obtained by subtracting negative votes from the positive

ones. The data suggests that only Dell, Asus and HP/Compaq are the three laptop manufacturers

who have more positive votes than negative. For the rest, it is (shamefully) the opposite of that. It

is true that the bigger brands have more number of laptops in the market, thus making it more

difficult to successfully service those. The chart undeniably shows the kind of mark Dell has

made in India. Despite having the highest number of negative votes, more than double the

number of people appreciate its service. At the bottom of the spectrum we have Toshiba, whose

negative votes are almost four times as much as the positives.

We, at Techtree, are unbiased when a product comes for testing. Be it from any brand -- big or

small, popular or lesser known, good or bad -- we hold none of our feelings towards expressing

what we think. But the aam junta has spoken, and spoken sevenfold! With over 5,000 people

participating in these polls, we infer that Dell is rated as the best brand for service for laptops

in India. Toshiba, on the other hand, is the worst. Wonder if the Master Blaster endorsing the

brand now will help Toshiba turn a new leaf.

On another note, isn't it surprising to see premium brands like Sony and Apple not making it as

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big as the top three? Brand isn't just about that shiny logo on a laptop, it's also about giving

consumers the timely help after the sale when needed. 

B. Articles

1.

Laptop Reviews-Acer AS5755-2312G50Mnks (LX.RPV01.005) NotebookAugust 22, 2011 - 09:54 — Content Writer

Performance and style are combined to form the Acer AS5755 2312G50Mnks (LX.RPV01.005)

Notebook. This high performing notebook comprises of all the features you could ask for.

Featuring, a 15.6" large screen with LED Backlight Technology, you can enjoy excellent

viewing. The WXGA Active Matrix TFT Colour LCD display supports CineCrystal technology

to create excellent pictures. It supports 16:9 aspect ratio.

Running on Genuine Windows® 7 Home Basic OS, it offers smarter and effective user friendly

experience. Equipped with a powerful Intel Core i3 2310M processor of 2.10 GHz speed and 3

MB cache memory, the device offers remarkable performance. It supports 8GB DDR3SDRAM

memory. It supports 64-bit Processing and features an Intel Express Chipset.

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Through the integrated 500 GB Serial ATA hard disk, the storage is well taken care of. Intel

Graphics Controller with DDR3 SDRAM Graphics Memory Technology allows excellent

graphics and multimedia entertainment.

It has provisions for a DVD – Writer and you can load and unload the discs easily. Acer

AS5755-2312G50Mnks (LX.RPV01.005) Notebook comes with a spacious TouchPad and a

keyboard with complete set of keys.

Product highlights

Memory Card Reader that supports MMC, xD-Picture Card, SD Card and Memory Stick PRO

Gigabit Ethernet

Bluetooth 3.0

Wi-Fi IEEE 802.11b/g/n

Kensington Lock Slot

BIOS passwords

Webcam

Microphone

Other connectivity options featured in this laptop are 3 USB ports including 2 USB 2.0 Ports and

a USB 3.0 Ports, VGA and Network (RJ-45). The laptop comes complete with Microsoft Office

Starter software and 6-cell Lithium Ion (Li-Ion) battery of 4400 mAh capacity that offers 4.50

Hour battery back up. To ensure after sales service, the product is offered with One-year

International Travellers Warranty (ITW). The laptop is energy efficient and it is Energy Star

compliant.

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The laptop measuring (Height) 33.20 mm, (Width) 382 mm and (Depth) 253 mm weighs 2.60 kg

making it very handy.

2.

Finding Your Perfect Laptop

Author: art est Published: April 21, 2011 at 10:42 am

Share 3

 

Laptops are an essential element for many people today. There are many different aspects to consider when buying a laptop. Laptops are expensive gadget and easily damaged so it is important that you should get a decent laptop to suit your cost. Laptops provide convenience to your life. Laptops are like your assistant that you can give commands to wherever you are and whatever the moment. Therefore it's very important to make the right choice when buying a laptop.

First, you have to think how much money you will spend when buying a laptop. This is one of the first points that people think before people see the laptop specs.

Second, always consider what you want to do with your laptop. A laptop comes with various specifications. Some laptops provide special specifications for multimedia, some laptops are made specifically for game lovers and some types of laptops are used for work. This type has strengths in word processing, Power Point or Excel. Based on your main purpose to buy a laptop, then you will be able to decide without being tempted by the many other types of laptops.

Finally, you should consider getting insurance for your laptop and ask for a warranty. If there is something wrong with your new laptop, you can use the warranty to get free repair service. You can even exchange your laptop with a new laptop. And also make sure you always buy a laptop

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from a reputable store. It is better if you buy from the official store brand so you can get a laptop with high quality and if there is something wrong with your laptop after you buy it, you will get good after sales service.

3.

Dell Laptops06.09.2010 | Reprinted by: Articles-update | Posted in Laptops

Customization of computers and offering personalized computing solutions has famed Dell worldwide. They have enhanced customer services and engage directly to their consumers. They have successfully forayed into varied computing products. Dell laptops are designed to suit wide range of needs. They have provided quality at affordable rates which has made worthy laptops reach the common man.

Dell has constantly experimented with its laptop offering and has created a series of laptops catering every need. It has the Dell XPS series aimed at gaming enthusiasts. The famed Dell Inspiron series is for the mid-range user which combines style, portability and functionality. The Dell Vostro series aims at small and medium business users compiling work and entertainment.

The renowned Latitude series is truly performance oriented targeting business needs. The Dell Precision series is for the people who want desktop replacement with uncompromised performance. Thus Dell laptops have carved a niche in almost all categories of users. Dell has pioneered in using lithium-ion batteries in laptops to provide enduring laptop usage with greater battery backup capacity. Dell laptops use Intel and AMD processing systems. The AMD processors are used in their gaming platforms and Intel is used for other computing needs.

They are now on the verge of launching a laptop that can have an enhanced battery run for 19 hours. This will enable using your laptop truly wireless for couple of days at a stretch. The low price Dell laptops are available for Rs. 35,000 and above. They face competition from popular brands like Acer laptops, Sony laptops, Toshiba laptops, Hp, laptops and Lenovo laptops. Dell has been a favorite for their prompt after sales service and dedicated customer care. Dell Laptops lack the enhanced audio/video capability but have enduring performance for most computing needs.

Dell has an interactive online support which provides technical solutions virtually. This helps in providing you professional guidance for your entire computer quires. To buy Dell laptops you can go their official site and place an order or you can make purchases from popular shopping based websites.

Dell laptops are a choice to make because of their dedicated customer service and prompt after sales. They replace parts within 2-3 working and focus on consumer satisfaction. Their products are of high specifications and provide scope for up gradations. You can get the best Dell laptop that suits your needs and fits in your budget.

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Dell laptops are designed to suit wide range of needs. They have provided quality at affordable rates which has made worthy laptops reach the common person. Dell has constantly experimented with its laptop offering and has created a series of laptops catering every need. It has the Dell XPS series aimed at gaming enthusiasts. The famed Dell Inspiron series is for the mid-range user which combines style, portability and functionality. The Dell Vostro series aims at small and medium business users compiling work and entertainment.

Dell laptops have carved a niche in almost all categories of users. Dell has pioneered in using lithium-ion batteries in laptops to provide enduring laptop usage with greater battery backup capacity. Dell laptops use Intel and AMD processing systems. The AMD processors are used in their gaming platforms and Intel is used for other computing needs.

They are soon about to launch a laptop which has extended battery life performance. This will enable users to operate their laptop by being wireless for hours together. The low price Dell laptops are available for Rs. 35,000 and above. They face competition from popular brands like Acer laptops, Sony laptops, Toshiba laptops, Hp, laptops and Lenovo laptops. Dell has been a favorite for their prompt after sales service and dedicated customer care. Dell laptops lack the enhanced audio/video capability but have enduring performance for most computing needs.

There are some latest dell laptops to be launched in their Latitude and Precision series; these laptops are aimed at providing slim looks and heavy performance. The new-range offers the lightest laptop by the company to the heavy performance based machines.

Dell Laptops have an interactive online support which provides technical solutions virtually. This helps in providing you professional guidance for your entire computer quires. To buy Dell laptops you can go their official site and place an order or you can make purchases from popular shopping based websites. Dell is an option to consider while buying a laptop is for their dedicated customer care and good after sales service.

Their USP lies in providing a well-featured laptop with enhanced performance at a reasonable price. This combination of features make Dell laptops a gullible buy. Their products are of high specifications and provide scope for up gradations. You can get the best Dell laptop that suits your needs and fits in your budget.

4. HP LAPTOPS

Mike Berich, a Hewlett-Packard customer in Waterford, Wisconsin, has experienced robo-reps first hand. Soon after he purchased his HP Media Center PC two years ago, the system began freezing up and wouldn't run backups. Berich telephoned HP support, which he describes as "very poor in knowledge."

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"They would start reading, and you could sense they're reading because they don't even reply to

you at times," says Berich, a retired Army colonel. "It's apparent that they're not very skilled."

HP sent Berich a CD to reinstall Windows, but that didn't fix the problem. Ultimately, he had to

ship his PC back to the company to have it repaired.

Another HP customer, Mike Omelanuk, had a similar experience. When he contacted HP to

replace a broken DVD drive on his notebook, he endured a Kafkaesque series of e-mail messages

and phone calls. Numerous e-mail responses, for instance, included the same boilerplate text

explaining HP's support policies and asking Omelanuk whether he understood them. No matter

how many times he answered "yes," the same question would appear in the next e-mail message.

It was hard to tell whether he was communicating with man or machine.

"Aside from difficulties with accents, which I think is improving at foreign support centers, I

think the major problem is that companies don't give their [support representatives] the ability to

do anything but follow the script," writes Omelanuk in an e-mail interview. "They hire some

pretty bright folks, but essentially they rent their voice without the brain."

Winners and Losers

Apple and Canon did best overall in our study. Apple earned 17 better-than-average scores

across four product categories. Canon snagged 10 high marks-down from 18 last year-in the

printer and camera categories. In the losers' bracket, HP received a stunning 18 worse-than-

average scores over four device categories, while Lexmark collected 4 subpar grades (improving

from 6 last year) in the printer category.

5.

HP DISCOVER CUSTOMER EVENT.

In 2011, HP Enterprise Business, along with participating independent user groups, combined its annual HP Software Universe, HP Technology Forum and HP Technology Work into a single event, HP DISCOVER. There are two HP Discover events annually, one for the Americas and one for Europe, Middle East and Africa (EMEA). HP DISCOVER 2011 Americas took place June 6–10, in Las Vegas at the Venetian/Palazzo. The event offered nearly 1,000 sessions on application transformation, Converged Infrastructure, information optimization, mobile devices,

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webs, global data centers, security, hybrid delivery Amer Evend cloud computing. Approximately 10,000 customers, partners and IT thought leaders attended HP Discover 2011 in Las Vegas and approximately 5,000 are expected to attend the EMEA event . The Americas conference featured tracks designed for several industries including automotive and aerospace; communications, media & entertainment, energy, financial services, healthcare and life sciences, high tech and electronics, public sector, retail and consumer goods, and transportation and logistics. The nearly 1,000 sessions, hands-on labs and exhibits explored all areas of the HP Enterprise Business portfolio including servers, storage, networking, software and services. In addition, the company provided sneak previews of its new tablet device, web os Touchpad which will be available in July 1, 2011.

The HP DISCOVER 2011 event in EMEA is slated to take place in Vienna, Austria, at the Reed Exhibitions, Messe Wien Congress Center, on November 29 through December 1, 2011.

Overall, laptop reliability is improving gradually: 25.9 percent of respondents report

experiencing at least one significant problem with their notebook, down from 30.9 percent last

year and 31.8 percent two years ago.

When it comes to support, 1 in 5 desktop users (21 percent) report their problem was never

resolved by the manufacturer; with laptops, the rate is slightly higher at 23.6 percent.

Apple laptops had another stellar showing in our survey. Apple desktop users gave the company

above-average ratings in all five of our reliability measurements, and in all four of our service

measurements. Apple laptops got above-average marks in all service measurements, and all but

one reliability measurement: users say Apple laptops need components replaced about as often as

other laptops do.

And when Apple customers do have problems, they’re generally satisfied with the company’s

response. Just fewer than 8 percent of Apple laptop users in our survey report their problem was

never resolved by the company’s support team, significantly lower than the industry average.

Asus placed second to Apple and earned high marks for reliability of its portable PCs, and took

high marks for its phone support. The vendor’s showing is a significant step up from its middling

scorecard from last year, when Asus portable users reported a higher-than-average number of

out-of-box problems. This year, Asus took above-average marks in five of eight measurements

for laptop reliability and service, and its trouble with out-of-the-box problems seems to have

improved.

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Among Asus notebook users in our survey, 17.1 percent reported at least one major problem

with their laptops--slightly higher than Apple’s 15.3 percent, but significantly lower than the

industry average of 25.9 percent. (We discuss Apple and Asus further elsewhere.)

Toshiba laptops earned high marks for reliability once again this year, although readers rate its

support as merely average. And MSI, which wasn’t in last year’s survey, made an impressive

showing. Readers are satisfied with the notebook maker’s PCs, and report relatively few

problems with core components.

HP, the largest seller of PCs in the US, disappointed again this year in the laptops category. HP

laptops for home use showed up at the bottom of our rankings for both reliability, and HP came

in last for their ability to support home laptops.

Dell, the second largest seller of PCs in the US, also earned poor marks for home laptops. Dell

laptops ranked second to last, just above HP, for the reliability of their laptops.

As we did for desktops, we separated Dell and HP users’ responses for home laptops and

business laptops, and found significant differences in their experiences.

Dell's professional laptop users report that support is relatively good at resolving problems, while

its home customers say Dell's problem-solving skills are mediocre at best, for example.

Similarly, the owners of Compaq and HP business notebooks seem far happier about the

reliability of their machines the owners of HP consumer laptops.

Among HP consumer laptop users, 11.4 percent had a problem with a core component, such as

the CPU, RAM, or hard drive, while only 7.2 percent of HP business customers did. (The

industry average was 9.8 percent.) Meanwhile, 21.6 percent of Dell

home laptop users report their issue was never resolved by Dell support, a problem affecting only 13.6

of the company's business notebook customers. the industry standard of 23.4 percent.

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OBJECTIVE OF STUDY

The purpose of the analysis is to determine the preference of customers when it comes to after-

sale services.

The main objective is to determine the satisfaction level of customers with their brand’s

after sale services

To know about the status of various laptops in the competitive world by doing a research

on “Are the customers satisfied with the laptops they are buying”.

To know that which company is doing well in satisfying the customers to utmost level.

To know which brand is providing the best after sales services.

DATA COLLECTION

The data used in the research is mainly primary data. Questionnaire was circulated in Viman

Nagar to the people who own a laptop. The sampling technique used is simple random sampling.

The questions in the questionnaire are mostly close ended questions where people were given

options to select from (except one question). The language used in the questionnaire is very

simple. No ambiguity is there in question in or in options. On the basis of the response of the

questionnaire the result will be obtained and analyzed.

Tools used for data analysis  

The analysis of data collection is completed and presented systematically with the use of

Microsoft Excel. 

Based on the responses of the questionnaire, analysis has been carried out. Statistical methods

such as analysis via pie – chart is used.

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Firstly topics of my interest were listed and from that one of the topics was selected. Then the

area for research is selected. Many journals, papers and magazines were reviewed before starting

the research in order to understand the various terms, concepts and process. Various magazines

on laptops were also studied and referred. In order to get my questionnaire filled I sent the

questionnaire to the students in the college to search the sample of 30 people who use laptops.

The response of the questionnaire was carefully studied and analyzed. On the basis of result and

analyses following pie charts are made.

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FINDINGS

Figure - 1

Do you own a laptop?

Yes No

Analysis

The concentration of my questionnaire was the students, so the entire sample had laptops with

them.

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Figure - 2

18%

30%

40%

12%

What was your priority while buying laptop?

Brand Services

Money Features

Analysis

Survey revealed that majority of students considered services and money (income) while buying

laptop. 70% of total sample considered services and money more while buying laptop i.e. 30%

for services and 40% for money. On the other hand only 30% of total sample considered brand

and features of the laptop while buying laptop i.e. 18% for brand and 12% for features. So

money (income) and services (after sales services) are the most important factors that people

considers while buying laptops.

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Figure - 3

22%

33%

27%

18%

What is your annual income?

Below 1.5 lakhs

1.5 lakhs - 3 lakhs

3 lakhs - 5 lakhs

Above 5 lakhs

Analysis

Survey revealed that 33% of the sample has annual income of 1.5 – 3lakhs while 27% of the

sample has annual income of 3 – 5lakhs. On the other hand, 18% of the total sample has their

annual income above 5lakhs while 22% of the total sample has their annual income below

1.5lakhs.

Note – Annual income is of the parents of the students.

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Figure - 4

93%

7%

Are you aware of the after sale services of your laptop?

Yes No

Analysis

The conclusion derived from this question was that majority of people were aware of the after

sale services provided by the companies i.e. 93%. While, there were few who needed to be

educated regarding this.

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Figure – 5

35%

45%

20%

What kind of services does your laptop's company provide you?

Complete coverLimited coverNo Service

Analysis

Only 35% of the companies provided complete cover and majority of them were dell and apple.

Comparatively, 45% of the companies provided a limited warranty. And 20% of the companies

didn’t provide any service at all.

29

Figure – 6

78%

22%

Have you had any problems with your laptop?

YesN0

Analysis

As shown in the above pie chart, around 78% of people had problems with their laptops at one

point or the other, the problem being hardware malfunction or software crash. Only 22% of the

sample had not faced any problem with their laptops, majority of them being new users.

30

Figure – 7

40%

53%

7%

If yes, did you give your laptop to the company for repairing?

YesNoIt was working fine in a while

Analysis

Only 40% of the people took advantage of the warranty provided. 53% of them did not; this was

either due to unawareness, or due to lapse of warranty. Only 7% of the sample said that they did

not require the services.

31

Figure – 8

62%

38%

Did the company own up to it's promises ?

Yes

No

Analysis

Survey revealed that most of the customers get what they were promised by the companies while

buying laptops. 62% of the sample said that companies own up to their promise. On the other

hand 38% of the sample doesn’t believe that their laptop’s companies own up to their promises.

Reason for this can be that companies don’t want to lack behind their competitors in providing

services to their customers.

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Figure – 9

66%

34%

Were you satisfied with the after sale services of the company?

Yes No

Analysis

66% of the sample had a pleasant experience with their company; this was due to fulfillment of

requirements and similar attributes. Only 34% were not satisfied with the services rendered to

them.

33

Figure – 10

66%

34%

Would you like to extend your laptop's warranty?

Yes

No

Analysis

Since most of the customers in the sample are getting complete accidental cover or limited cover

for their laptops from the companies. So majority of the sample wants to extend the warrant for

their laptops. To be precise, 66% of the sample wants to extend their laptops warranty and on the

other hand only 34% of the sample doesn’t want to extend their laptop’s warranty. This 34%

includes mostly those people who don’t get any kind of after sales services from their laptop’s

company.

.

34

Figure – 11

24%

76%

Are you planning to buy a new laptop?

Yes No

Analysis

Majority (76%) of the sample is not planning to buy a new laptop any time soon. There are only

24% people who are planning to buy a new in near future. The only reason for this can be that

they are not satisfied with their current laptop.

35

Figure – 12

39%

47%

11%3%

Which brand will you prefer?

Apple

Dell

HP

Others

Analysis

Survey revealed that majority of sample who is planning to buy new laptop in new future have

Dell and Apple as their potential target. 47% of the sample is planning to buy Dell, 39% are

planning to buy Apple, 11% for HP and only 3% of sample is planning to buy any other laptop.

This 3% for others include Lenovo and Acer.

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CONCLUSION

Customers earning higher income are more satisfied with their laptop, than the customers

earning relatively lesser income. The reason for this is that customers with higher income

buy high-end laptops with good after sales services and good features. While the ones with

lesser income can’t afford high quality laptops having good services. So they are not satisfied

with their laptops. So, income plays an important part in satisfaction of customers.

Customers who get good after sales services from their laptop’s company are the ones who

want to extend their laptop’s warranty or the customers who say that their laptop’s companies

own up to their promises are the ones who are extending their laptop’s warranty.

38% of the total sample believes that their laptop’s companies are not doing what they

promise at the time of sale of laptop. So majority of those customers are planning to buy a

new laptop in near future which can provide good after sale services to them.

Customers having low-end are the ones who are not satisfied with services given to them by

their laptop’s company. They are not happy with their current laptops and most of them are

planning to buy a new laptop.

Dell and Apple are favorites of the customers who are not happy with their current laptops

and are planning to buy a new one in near future. Only few of them are planning to buy HP,

Lenovo and Acer. So Dell and Apple are the have good future market for their laptops. Dell

has the best after sale service among all other laptops as voted by the people who answered

this questionnaire. So Dell has the best future market because their after sales services are

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liked by most of the people who answered this questionnaire. And services is one of the main

factor that people considers while buying a new laptop.

So after the whole research money (income) and services are the main things that customer

focuses on while buying a new laptop. And if that laptop is high-end (which are favored by

people with higher income) and has good services then it increases the satisfaction level of

customers. So my hypothesis proved to be right that income has positive relation with the

satisfaction level of customers.

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RECOMMENDATIONS

One of the most common mistakes that many people make while buying laptop is that

they go for brand name or money. They think that the more costly the laptop is the better

will be its features and services. People should concentrate on the services that it provides

or features that it has. Services (after sales services) will keep laptop in a good working

condition for a long time.

People don’t ask from seller about the after services that they provides for the laptop.

Customers of laptops should know about the after sales services that their laptop’s

company provides them because it is important for their laptop to survive in long run.

If anyone is planning to buy a new laptop, then he/she must know about each and every

laptop that is available in the market (within their budget) and then make the final

decision of buying a laptop that can fulfill their need (which increases their satisfaction

level).

Most of the laptop’s companies (like HP, Lenovo, Acer etc) need to do some changes in

services provided by them because customers are not satisfied with their services. Most

of customers are planning to change their current with a new one. Customers who are

planning to buy a new laptop are planning to buy laptops (like Dell and Apple) which

have good features in them and provide good after sales services to their customers.

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Dell and Apple are now the favorites of the customers, so both the companies should

keep on providing the kind of services that they are providing to the customers to keep

the existing customers and to attract new ones. As marketing says that it will be much

more profitable to keep existing customers happy then to attract new ones.

As this research revealed that the customers who are getting good services from their

laptop’s companies are much more satisfied with their laptops. So companies should try

to provide good after sales services to all their customers so that customers remain happy

with the laptop and the company.

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REFERENCES AND BIBLIOGRAPHY

Books:

David .R. Cooper and Schindler – Research Methodology – 3rd edition

Kothari – Research Methodology – 4th edition

Philip Kotler - Marketing Management – 12 edition

Website:

http://en.wikipedia.org/wiki/Laptops

http://en.wikipedia.org/wiki/Dell

http://en.wikipedia.org/wiki/Apple_Inc.

http://en.wikipedia.org/wiki/Hp

http://en.wikipedia.org/wiki/Lenovo

http://en.wikipedia.org/wiki/Acer_Inc.

http://en.wikipedia.org/wiki/Toshiba

http://en.wikipedia.org/wiki/Sony_Vaio

http://en.wikipedia.org/wiki/Hindustan_Computers

www.dell.com

www.apple.com

Magazines:

Hi-fi Stuff

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ANNEXURE

Questionnaire

Name:-

Age:-

Occupation:-

1. Do you own a laptop?a) Yes b) No

2. What was your priority while buying laptop?a) Brand b) Servicesc) Money d) Features

3. What is your annual income?a) Below 1.5lakhs b) 1.5lakhs – 3lakhsc) 3lakhs – 5lakhsd) Above 5lakhs

4. Are you aware of the after sale services of your laptop?a) Yesb) No

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5. What kind of services do your laptop’s company provides you?a) Complete accidental coverb) Limited coverc) No services

6. Have you faced any problem with your laptop?a) Yesb) No

7. If yes, did you give the laptop to the company for repairing?a) Yesb) Noc) It was working fine in a while

8. Did the company own up to its promises?a) Yesb) No

9. Were you satisfied with the after sale services of the company?a) Yesb) No

10. Would you like to extend your laptop’s warranty?a) Yesb) No

11. Are you planning to buy a new laptop any time soon?a) Yesb) No

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12. If yes, then which will be your next laptop?a) Apple b) Dellc) HPd) Others