A SUMMER PROJECT ON MARKETING SURVEY ON CONSUMER PREFERENCES REGARDING HCL PRODUCTS & SERVICES

By Shubhajit Tripathy Roll No.89

Under the Faculty Mentor of Dr.Hamlata Bhat

A Summer Project Report Submitted in Partial Fulfillment of the Requirements for the Post Graduate Diploma in Management Batch 2010-12

Submitted To G.L. Bajaj Institute of Management & Research Plot no.2, Knowledge Park-II, Greater Noida Gautam Budh Nagar, Uttar Pradesh

ACKNOWLEDGEMENT

I owe my gratitude to many people who helped and supported me during the entire Summer Training.

My sincere thanks to Dr.Hamlata Bhat (College Mentor) for initiating and guiding the project with attention and care. She has always been available for me to put me on track from time to time to bring the project at its present form. My deep sense of gratitude is due to M. Bhasakaram (Customer Engineer Manager, Hcl Infosystems Ltd, Ashok Nagar, Bhubaneswar) for allowing me to carry out the Summer Internship and this Project at the organization and to be constantly available to me for the period, for guidance. He/ She also helped me to see the subject of study in its proper perspective. Thanks and appreciation is also due to the officials, employees and respondents of Hcl Infosystems Ltd., Ashok Nagar, Bhubaneswar) for their support. I also thank my Institution and my faculty members without whom this project would have been a distant reality.

Name: Shubhajit Tripathy Place: Bhubaneswar Date: 8thJuly, 2011

ABSTRACT

This Marketing Research or Survey on Consumer Preferences Regarding Hcl Products & Services was conducted through questionnaire methods and its main objective was to find out the consumer preferences regarding Hcl products and services, what are the views of the people about Hcl products and services those who are customers of Hcl or non customers of Hcl. The target areas were Power verticals, Infra verticals and Oil & Gas verticals. The target completed in 6 weeks and collected the views/feedbacks from the end users of Hcl products and services.

Table of Contents
Chapter No. Chapter Name Page No.

Introduction and Company Profile

Objective of the study

Methodology of the Study

Hypothesis Testing

Data Analysis and Interpretation

Summary & Conclusion

Bibliography

Chapter-1 Introduction & Company Profile

Chapter-1 Introduction Origin:

This project was done under Hcl Infosystems ltd. To make a project under Hcl Infosystems ltd. I contacted with the Regional Manager T. Prasanth of this company. Before I started training I faced a small interview with the Manager. And he asked me to do a market research/survey on consumer preferences regarding Hcl products and services in three particular areas like infra verticals, power verticals and oil &gas verticals.

Planning:
Before starting this survey I planned 1) 2) 3) 4) 5) How to cover these areas in these limited periods? How to make this survey efficiently and effectively? Which method/procedure I have to apply? How to interact/face with the consumers? How to reach at the target point?

Developing:
With the help of the questionnaire method and personal interview method I completed my survey by reaching at my target consumers and collected feedbacks from them. This method helped me to do my survey efficiently and effectively. I achieved the target within these 6 weeks of time. Visiting with the consumers developed my 1) Communication skills 2) Personality 3) Confidence 4) Corporate experience 5) Got to know different consumer behaviours, etc

Flow chart of the Planning:

Hcl Infosystems ltd.

Marketing survey on consumer preferences

Areas Infra, power and oil & gas

Meet with Marketing or Hr manager of the particular organisations

Collecting feedbacks by questionnaire method and personal interview method

Data analysis and interpretation, hypothesis testing.

Introduction to Subject

Subject: Marketing survey on consumer preferences regarding Hcl products and services.

Reasons & Benefits for opting this particular Subject: 1) 2) 3) 4)

Gives an opportunity to interact with the top level managers. To collect their views by making an interview with them. To know the consumer behaviour, perceptions, preferences. To observe their reactions like gestures and postures, etc. 5) To apply the procedures/methods of research. 6) Feedbacks/views collection. 7) To make a hypothesis and data analysis with the help of spss by which we would be able to know the companys strengths and weaknesses so that it can implement a new strategy. 8) Interesting subject to do a survey and analysis.

Importance:
1) Company would be able to know its consumers needs and demands (preferences). 2) For future planning. 3) Gain corporate knowledge. 4) Gathering feedbacks from different organisations to know the consumers preferences about the product and services of Hcl so that it can develop its strategy and able to make a good decision to fulfill customers and its own objectives.

Introduction to Organisation Hcl Infosystems ltd.:

HCL Infosystems limited is the no. 1 IT Company with a turnover of more than 25,000 crores and leading provider of solutions in India, with service offerings in IT consultancy, software development, system integration, system support, facilities management and networking in addition to manufacturing countrys leading brand INFINITI computer systems ranging from standalone PCs to Workstations & High-end Business Servers. We offer services through our 350 direct offices in India and overseas. Our services cover the complete IT cycle, which include IT planning, project execution and support. Our customers can involve us through all stages in the IT life cycle or some part of it.HCL Info systems is India's premier information enabling company. Leveraging its 28 years of expertise in total technology solutions, HCL Infosystems offers value-added services in key areas such as system integration, networking consultancy and a wide range of support services. HCL Infosystems is among the leading players in all the segments comprising the domestic IT products, solutions and related services, which include PCs, servers, networking products, imaging & communication products. Continuously meeting the ever increasing customer expectations and applications, its focus on integrated enterprise solutions has strengthened the HCL Infosystems capabilities in supporting installation types ranging from single to large, multi-location, multi-vendor & multi-platform spread across India. HCL Infosystems, today has a direct support force of over2000+ members, is operational at300+ locations across the country and is the largest such human resource of its kind in the IT business. A majority of the team members have been specially trained in a variety of supporting solutions, the company's key focus area.HCL Infosystems' manufacturing facilities are ISO 9001 - 2000 & ISO 14001 certified and adhere to stringent quality standards and global processes.

With the largest installed PC base in the country, four indigenously developed and manufactured PC brands - 'Infiniti', 'Busy bee' 'Beanstalk' and 'Zebedee' - and its robust Manufacturing facilities; HCL Infosystems aims to further leverage its dominance in the PC market. It has been consistently rated as Top player in PC industry by IDC.The 'Infiniti' line of business computing products is incorporated with leading edge products from world leaders such as Intel. A fully integrated and business-ready family of servers and workstations, the 'Infiniti Global Line' is targeted at medium and large companies to help them to manage their enterprise-related applications. It has considerable dominance in verticals like Finance, Government, and Education & Research. The Channel Business of HCL Infosystems has an extensive network of over2500+resellers across300 locations. It has actively promoted the penetration of PCs in the home and the small office/home office (SOHO) segments, through Beanstalk, Zebedee & Busy bee PCs and Toshiba Laptops.HCL Infosystems has two focused business units. While HCL Infosystems concentrates on the IT products, solutions and related services business, HCL InfiNet focuses on the rapidly growing communication and imaging products, solutions and services industry.HCL Infinite, with a presence in more than 35 cities, has the ability to service around250 cities in its catchments area. It provides corporate networking services like Virtual Private Network, Broadband Internet Access, Hosting & Co-location services, designing & deploying Disaster Recovery Solutions & Business Continuity solution, Application Services, Managed Security Services & NOC Services over its state-of-the-art IP network to over 200 corporate. With the Office Automation (OA) Division being part of it, HCL Infinite now has an exclusive sales and support.

No. Of engineers in different locations of Orissa:

Hcl Infosystems ltd. has more than 40000 systems installed across the state. A regional office in Bhubaneswar heads the operations in the state along with 11 direct support and service offices. It is the only hardware company in Orissa to have such a large service network. The various offices across the state are: SI. No 1 2 3 4 5 6 7 8 9 10 11 Direct Support Location Bhubaneswar Sambalpur Balasore Berhampur Angul Bhawanipatna Kendrapada Cuttack Sunabeda Rourkela Keonjhar TOTAL No. Of Engineers 45 7 5 5 5 4 1 4 3 5 5 89

Chapter-2 Objective of the Study

Chapter -2 Objective of the study:

1. The main objective of the study is to analyse the consumer perception and attitude about Hcl products and services. 2. To cover up 3 particular areas like Infra verticals, Power vertical and Oil & Gas vertical.

Chapter-3 Methodology of the Study

Chapter-3 Methodology of the Study

One can visualize the fact that a detailed study is required in each practical situation for better results. Any effort which is directed to such study for better results is known as a research. In other words, a research is an organized set of activities to study and develop a model or procedure/technique to find the results of a realistic problem supported by literature and data such that its objectives (s) is (are) optimized and further make recommendations/interferences for implementations

Research methodology:
A system of models, procedures and techniques used to find the results of a problem is called a research methodology.

USE OF QUESTIONNAIRE METHOD FOR THE RESEARCH Questionnaires Method: In this method a questionnaire is send (usually by post) to the persons concerned with a request to answer the questions and return the questionnaire. A questionnaire consists of a number of questions printed or typed in a definite order on a form or set of forms. The questionnaire is mailed to respondents who are expected to read and understand the questions and write down the reply in the space meant for the purpose in the questionnaire itself. The respondent has to answer the questions on their own. This method of collecting data by mailing the questionnaire to respondents is most extensively employed in various economic and business surveys. Questionnaire Design: I have followed the following steps of designing a questionnaire are as follows: (a)Identification of research issues: The Definition of research issues and related objectives is an important task while designing questionnaire because the content of the questionnaire mainly depends on these issues based on which measurement are made. Hence, there are ten questions regarding to the research. (b)Formulation of questions and format:

As the time period was very short for this project, I had formulated necessary question which will be very effective and you can get effective feedback quickly and easily. The question format was in two types such as open-ended question and close-ended question.

Open-ended questions:
In this type of questions, the interviewer writer the answer of the respondent word to word. In this type, there is no pre-coded classification of answers to the question. For example, in this survey to find customer opinion on the after sale service of HCL product a sample open-ended question without classification is as Q: How much will you rate to our customer care services out of 10?

Close-ended questions:
Close-ended questions are structured questions. It has two formats: a) Questions with multiple responses out of which the respondents have to select one or more choices. (b) Questions with rating scale with discrete responses or continuous range For example Will you recommend to others about our products? (a) Yes (b) No

Chapter-4 Hypothesis Testing

Chapter-4 Hypothesis testing

1. H0:Lets assume perception of respondents that advertisement of our services and products capture the best quality in the market is independent for occupation. H1: Lets assume perception of respondents that advertisement of our services and products capture the best quality in the market is dependent for occupation.

occupation & about advertisement's quality Cross tabulation about advertisement's quality Yes 10 61 71 Total

occupation

private government Total

10 61 71

Chi-Square Tests Value Pearson Chi-Square N of Valid Cases 71

a. No statistics are computed because about advertisement's quality is a constant.

Here all 71 respondents replied yes to the advertising quality. So it is a constant.

2. H0:Lets assume perception of respondents that satisfaction of the respondents for Hcl products is independent for age. H1: Lets assume perception of respondents that satisfaction of the respondents for Hcl products is dependent for age.

age group & some comments about our products Cross tabulation

some comments about our products satisfactory dissatisfactory average

Total

age group

18-28

29-39 40-50 Total

27 17 49

0 1 1

13 5 21

40 23 71

age group & some comments about our products Cross tabulation some comments about our products satisfactory dissatisfactory average age group 18-28 29-39 40-50 Total Count Expected Count Count Expected Count Count Expected Count Count Expected Count 5 5.5 27 27.6 17 15.9 49 49.0 0 .1 0 .6 1 .3 1 1.0 3 2.4 13 11.8 5 6.8 21 21.0

Total

8 8.0 40 40.0 23 23.0 71 71.0

Chi-Square Tests
Value df Asymp. Sig. (2sided) Monte Carlo Sig. (2-sided) Monte Carlo Sig.(1-sided) Sig. 95% Confidence 95% Confidence Sig. Interval Interval Lower Upper Lower Upper Bound Bound Bound Bound b .549 .434 .665 b .549 .434 .665 b .549 .434 .665 b .338 .228 .448 .128 .323 .225b

Pearson Chi-Square 2.992a 4 .559 Likelihood Ratio 3.192 4 .526 Fisher's Exact Test 3.480 Linear-by-Linear .712c 1 .399 Association N of Valid Cases 71 a. 4 cells (44.4%) have expected count less than 5. The minimum expected count is.11. b. Based on 71 sampled tables with starting seed 2000000. c. The standardized statistic is -844.

Analysis and interpretation:

The calculated value of chi square for 2 degree freedom at 5 % level of significance is 2.992. The p-value (critical value) is .559. This is greater than .05. Hence this hypothesis is accepted.

3. H0:Lets assume perception of respondents that respondents rated the Hcl product out of 10 is independent for gender. H1: Lets assume perception of respondents that respondents rated the Hcl product out of 10 is dependent for gender.

gender

gender & rate our product out of 10 Cross tabulation rate our product out of 10 6 7 8 9 male Count 5 32 23 3 Expected 4.4 32.8 23.1 2.7 Count female Count 0 5 3 0 Expected .6 4.2 2.9 .3 Count Total Count 5 37 26 3 Expected 5.0 37.0 26.0 3.0 Count

Total 63 63.0 8 8.0 71 71.0

Value

Pearson Chi-Square 1.204E0a Likelihood Ratio 2.091 Fisher's Exact Test .559 Linear-by-Linear .001c .434 Association N of Valid Cases 71 a. 6 cells (75.0%) have expected count less than 5. The minimum expected count is .34. b. Based on 71 sampled tables with starting seed 2000000. c. The standardized statistic is -.023.

Chi-Square Tests df Asymp. Monte Carlo Sig.(2-sided) Sig. (2Sig. 95% Confidence sided) Interval Lower Upper Bound Bound b 3 .752 .944 .890 .997 b 3 .554 .775 .677 .872 b 1.000 .959 1.000 b 1 .981 1.000 .959 1.000

Monte Carlo Sig(1-sided) 95% Confidence Sig. Interval Lower Upper Bound Bound

.665

.549b

Analysis and interpretation:

The calculated value of chi square for 2 degree freedom at 5 % level of significance is 1.204. The p-value (critical value) is .752. This is greater than .05. Hence this hypothesis is accepted.

Chapter-5 Data Analysis & Interpretation

Chapter-5 Data Analysis & Interpretation

Frequency and Percentage Analysis 1. Analysis on the basis of Respondents Profile:

Variable Occupation:Service (pvt) Service (govt) Business Others Total Gender :Male Female Total Age group:18-28 29-39 40-50 50 above Total Annual income:Below 2 lakhs Above 2 lakhs Total Marital status:0 71 71 0 100.0 100.0 8 40 23 0 71 11.3 56.3 32.4 0 100.0 63 8 71 88.7 11.3 100.0 10 61 0 0 71 14.1 85.9 0 0 100.0 Frequency(f) Percentage (%)

Married Unmarried Total

23 48 71

32.4 67.6 100.0

Interpretation:
From the Analysis on the basis of Respondents Profile, I got to know about the respondents own profile who have given their feedbacks to me at the time of research.

Frequency:
In the occupation parameter, there are 10 respondents from service (private) organisations out of 71, 61 respondents from service (govt) organisations out of 71 & 0 respondents from business and others out of 71.

Percentages:
Percentage of service (pvt) respondents is 14.1& Percentage of service (govt) respondents is 85.9

Frequency:
In the gender parameter, there are 63 respondents from male & 8 are female.

Percentage:
Percentage of male is 88.7 & percentage of female is 11.3.

Frequency:
In the age group parameter, 8 are from 18-28 groups, 40 are from 29-39 group and 23 are from 40-50 group.

Percentage:
Percentage of 18-28 groups is 11.3, percentage of 29-39 groups is 56.3 & percentage of 4050 groups is 32.4.

Frequency:
In the annual income group, all are in above 2 lakhs groups.

Percentages:
Percentage of above 2 lakhs groups is 100.0 and other one is zero.

Frequency:
In the marital status group there are 23 are married and 48 are unmarried.

Percentage:
Percentage of married is 32.4 and unmarried are 67.6.

2. Analysis on the basis of respondents response perception: Variables

Usage of Hcl products Computing products Display products Software solutions OAIPS Networking products Total Standard of the Hcl products Yes No Total Rate the product out of 10 6 7 8 9 Total Advertisement quality Yes No Total Convincing power of advertising 71 0 71 100.0 0 100.0 5 37 26 3 71 7.0 52.1 36.6 4.2 100.0 71 0 71 100.0 0 100.0 36 6 20 9 0 71 50.7 8.5 28.2 12.7 0 100.0

Frequencies (f)

Percentage (%)

Yes No Total

71 0 71

100.0 0 100.0

Define advertisement Funny Interesting Convincing Too long Very short Total Rate customer services 6 7 8 Total Product knowledge Television Radio Newspaper Friends n family Posters n banners Total Recommend product Yes No Total 71 0 71 100.0 0 100.0 39 0 32 0 0 71 54.9 0 45.1 0 0 100.0 4 29 38 71 5.6 40.8 53.5 100.0 2 29 40 0 0 71 2.8 40.8 56.3 0 0 100.0

Comments on product Satisfactory Dissatisfactory Average Total 49 1 21 71 69.0 1.4 29.6 71

Interpretation:
From the above table of Analysis on the basis of respondents response perception, we got the following results: Maximum respondents use computing products and then software solutions. All respondents are happy with the standard of the Hcl product. Maximum respondents have rated the product 7 out of 10 and then 8 out of 10. All respondents are happy with the advertising quality. All are happy with the convincing power of advertising. Maximum respondents replied that advertising is convincing and then interesting. Maximum respondents rated the customer service 8 out of 10 and then 7. Maximum respondents replied that they have the product knowledge from television and then from newspaper. All the respondents replied that they will recommend about hcl product to every 1. Maximum respondents are satisfactory then average. Dissatisfactory respondents are very negligible.

Cross tabulation: 1. Between occupation & product standard:

Occupation Did you find product up to standard? Yes No Private Government Total 10 61 71 0 0

From the above table we got to know that 10 respondents from private and 61 respondents are agreed with the standardisation of the product. So maximum respondents like the standard of the product.

2. Between occupation & usage of the product before:

which product of our company you have used before computing products display products software solutions office automation imaging and printing solution 0 9 9 10 61 71 Total

Private Occupation Government Total

10 26 36

0 6 6

0 20 20

From the above table we got to know that only 10 respondents of private service use computing products where 26 from government respondents use computing products. No other private respondents use other products of Hcl. Where 6 of govt use display products, 20 of govt use software solutions, 9 of govt use OAIPS. Overall 61 govt respondents use Hcl products and 10 pvt respondents use Hcl products.

3. Between annual income & rating of customer service out of 10:

rate our customer services out of 10 annual income above 2 lakhs Total 4 4 6 29 29 7 38 38 8

Total

71 71

It observed from the above table that there are no respondents below 2 lakhs. All are in the group of above 2 lakhs. The respondents of the category of above 2 lakhs rated the Hcls customer service differently. 4 respondents rated 6, 29 respondents rated 7 and 38 respondents rated 8. So we conclude that maximum respondents rated 8 to the customer service of Hcl

4. Between annual income and recommendation of the Hcl product:

will you recommend others about our products Total

annual income above 2 lakhs Total

yes 71 71 71 71

From the above table I got to know that there are no respondents below 2 lakhs category. And every 71 respondents are from above 2 lakhs category replied that they would like to recommend Hcl product to others.

5. Between age group and comments about Hcl product:

some comments about our products satisfactory age group 18-28 29-39 40-50 Total 5 27 17 49 dissatisfactory 0 0 1 1 average 3 13 5 21 8 40 23 71 Total

It is observed from the above table that there are no respondents above 50 age group. So all are in the age group of 18-28, 29-39, and 40-50. Only 5 respondents of 18-28 are there who are satisfied with the product. And 3 respondents are in average condition.0 are dissatisfied. 27 respondents of 29-39 age groups are satisfied, 0 are dissatisfied, and 13 are in average condition. 17 respondents of 40-50 age groups are satisfied, 1 is dissatisfied and 5 are in average condition.

6. Between age group and recommendation of Hcl products to others:

will you recommend others about our products Total

age group

18-28 29-39 40-50

yes 8 40 23 71

8 40 23 71

Total

It is observed from the above table that not a single respondent were disagreed to recommend about the Hcl product to others. 8 respondents of 18-28 age group replied yes, 40 respondents of 29-39 age groups replied yes and 23 respondents of 40-50 age groups replied yes.

Chapter-6 Summary & Conclusion

Chapter-6 Summary & Conclusion:

From the overall analysis and interpretation we got conclusion. And those are as follows. In the occupation parameter, there are 10 respondents from service (private) organisations out of 71, 61 respondents from service (govt) organisations out of 71 & 0 respondents from business and others out of 71. Percentage of service (pvt) respondents is 14.1& Percentage of service (govt) respondents is 85.9 In the gender parameter, there are 63 respondents from male & 8 are female. Percentage of male is 88.7 & percentage of female is 11.3. In the age group parameter, 8 are from 18-28 groups, 40 are from 29-39 group and 23 are from 40-50 group. Percentage of 18-28 groups is 11.3, percentage of 29-39 groups is 56.3 & percentage of 40-50 groups is 32.4. In the annual income group, all are in above 2 lakhs groups. Percentage of above 2 lakhs groups is 100.0 and other one is zero. In the marital status group there are 23 are married and 48 are unmarried. Percentage of married is 32.4 and unmarried are 67.6. Maximum respondents use computing products and then software solutions. All respondents are happy with the standard of the Hcl product. Maximum respondents have rated the product 7 out of 10 and then 8 out of 10. All respondents are happy with the advertising quality. All are happy with the convincing power of advertising. Maximum respondents replied that advertising is convincing and then interesting. Maximum respondents rated the customer service 8 out of 10 and then 7. Maximum respondents replied that they have the product knowledge from television and then from newspaper. All the respondents replied that they will recommend about Hcl product to everyone. Maximum respondents are satisfactory then average. Dissatisfactory respondents are very negligible.

Bibliography
Soft copy of company profile- Hcl Infosystems ltd. Hcl logo- google.com

MARKETING SURVEY ON CONSUMER PREFERENCES REGARDING HCL PRODUCTS AND SERVICES

Q. No______________

Date_______________

Place_______________

Dear Sir/Madam,

We, Hcl Info systems Ltd. are doing a brief survey to find out more about consumer preferences regarding Hcl products and services. We would be grateful if you could spare a few minutes to participate in it. Thank you for your cooperation.

Name:

Occupation: (A) Service (1) (pvt)

(2) (govt)

(B) Business

(C) Other:

Specify

Gender: (1) Male

(2) Female

Age group: (1)18-28

(2)29-39

(3)40-50

(4)50 above

Annual Income: (1) Below 2 lakhs

(2) above 2 lakhs

Marital status: (1) Married

(2) Unmarried

1. Which product of our company you have used before? (a) Computing Products (b) Display Products (c) Software solutions (d) Office Automation Imaging and Printing solutions (e) Networking Products

2. Did you find the product up to the standard? If not then mention in detail what are the things you want to improve in our products?

(a)Yes

(b) No

3. If you are satisfied then how much you will rate the product you have used out of 10?

4. Do you think that the advertisement of our services and products capture the best quality in the market? If no why?

(a) Yes

(b) No

5. Do you think that our advertisement is quite convincing for those who are new to our products? If no mention why?

(a) Yes

(b) No

6. How will you define our advertisement?

(a) funny

(b) Interesting & in formatives (c) Convincing (d) Too long (e) Very short

7. How much will you rate to our customer care services out of 10?

8 .From where you got to know about our product?

(a) Television (b) Radio (c) Newspaper (d) Form friends & family (e) Posters & banners

9. Will you recommend others about our products? If No mention why?

(a) Yes

(b) No

10. Briefly give some comments about our products?

(a) Satisfactory (b) Dissatisfactory (c) Average

Signature: