CHAPTER 1 INTRODUCTION 1.1.

ABOUT THE STUDY:

DEFINITION OF PERCEPTION: Perception is the process by which organisms interpret and organize sensation to produce a meaningful experience of the world. Sensation usually refers to the immediate, relatively unprocessed result of stimulation of sensory receptors in the eyes, ears, nose, tongue, or skin. Perception, on the other hand, better describes one's ultimate experience of the world and typically involves further processing of sensory input. In practice, sensation and perception are virtually impossible to separate, because they are part of one continuous process. Thus, perception in humans describes the process whereby sensory stimulation is translated into organized experience. That experience, or percept, is the joint product of the stimulation and of the process itself. Relations found between various types of stimulation (e.g., light waves and sound waves) and their associated percepts suggest inferences that can be made about the properties of the perceptual process; theories of perceiving then can be developed on the basis of these inferences. Because the perceptual process is not itself public or directly observable (except to the perceiver himself, whose percepts are given directly in experience), the validity of perceptual theories can be checked only indirectly.

1.2. ABOUT THE INDUSTRY: MANUFACTURING INDUSTRY: Manufacturing industry refers to those industries which involve in the manufacturing and processing of items and indulge in either creation of new commodities or in value addition. The manufacturing industry accounts for a significant share of the industrial sector in developed countries. The final products can either serves as a finished good for sale to customers or as intermediate goods used in the production process. EVOLUTION OF THE MANUFACTURING INDUSTRY: Manufacturing industries came into being with the occurrence of technological and socio-economic transformations in the Western countries in the 18th-19th century. This was widely known as industrial revolution. It began in Britain and replaced the labor intensive textile production with mechanization and use of fuels. WORKING OF MANUFACTURING INDUSTRY: Manufacturing industries are the chief wealth producing sectors of an economy. These industries use various technologies and methods widely known as manufacturing process management. Manufacturing industries are broadly categorized into engineering industries, construction industries, electronics industries, chemical industries, energy industries, textile industries, food and beverage industries, metalworking industries, plastic industries, transport and telecommunication industries.

Manufacturing industries are important for an economy as they employ a huge share of the labor force and produce materials required by sectors of strategic importance such as national infrastructure and defense. However, not all manufacturing industries are beneficial to the nation as some of them generate negative externalities with huge social costs. The cost of letting such industries flourish may even exceed the benefits generated by them. PLASTIC MANUFACTURING INDUSTRY Plastic manufacturing industry ranks 3rd among all other manufacturing industries in the United States of America. Employment opportunities, real earnings, shipments etc have grown in the last 25 years of the plastic manufacturing industry. The period between 1980 through 2005, witnessed an increase in the plastic productivity by 2.1%. Growth rate was at par with the growth manifested by other manufacturing sectors. FACTS ABOUT PLASTIC MANUFACTURING INDUSTRY:

Plastic manufacturing industry in United States Of America provided employment to as many as 1.1 million people. Shipments in the plastic manufacturing industry in America, accounted for USD$341 million. The above statistical date related to plastic manufacturing industry was observed as in 2005.

Rate of growth of employment in the plastic manufacturing industry grew at 1.1% every year between 1980 through 2005. The same period (from 1980 through 2005), witnessed the plastic industry contribution to the real earnings of 118% which ranged from USD$48 billion - USD$106 billion.

1980 to 2005 also witnessed the growth of plastic manufacturing industry in terms of real earnings earned from shipments ranging between USD$106 billion-USD$236 billion. Plastic is inseparable as it is needed in every step of our lives. Plastic has

contributed towards improving our lifestyles. Plastic manufacturing industry plays a vital role in the improvement of the economy of USA. United States Of America has the maximum consumption of plastics in the world. America is also the largest manufacturer of plastic in the world. As many as 1.4 million workers were on the direct rolls of the plastic manufacturing industry in the year 1996. The rate at which the plastic industry has been growing over the two decades is commendable accounting for a growth of 3% every year. Since 1974, shipments in the plastic manufacturing industry saw a rise by a yearly growth accounting for 4.1%. Shipments in the plastic industry witnessed a rise accounting for a total $366.4 billion in the year 1996.

1.3. ABOUT THE COMPANY INTRODUCTION: COMPANY PROFILE

A Chennai Associates located in Vepery, Chennai started in the year of 2003. Managing director of the company Mr. Sudhakaran and a partner of the company is Mrs. Kiruba. A Chennai associate enables businesses to gain realtime visibility, control and information through the effective evaluation, implementation, integration and support of Automatic Identification & Data Capture (AIDC) technologies, solutions Our knowledge of products, technologies, implementation skills and understanding of the market place make us a dominant player in the domestic markets, and help us share exclusive relationships with many of the leading vendors in the world. We keep ourselves abreast with the latest advances of our partners for the benefit of our customers. Our total solution approach offers customers confidence in investing and initiating innovative business processes for prompt, accurate and secure data capture and mobile computing needs. Our ID card printers include: ID systems, ID badge systems, ID card systems, plastic card printers, plastic business card printers, ID card printers, school ID card printers, card printers, Eltron card printers, Fargo card printers, and gift card printers. Get an ID card printer or ID card system quote. ID card printer supplies include: Eltron color ribbon, Eltron i-series ribbons, Fargo printer ribbon, Fargo hologram print ribbon, ID card design software, Eltron print heads and Fargo print heads. RFID , Smartcards and Point of Sale (POS)

Plastic ID Cards Plastic ID Card

Card Printer SYSTEMS

Photo ID Badges Plastic business cards Loyalty cards Plastic card printing

Photo ID Card Systems School ID card printers ID badge systems Plastic business card printers

Related Categories

Attendance Recording Barcode Reader Computerized Attendance Fingerprint Reader Gate Attendance Identity Cards Thumb Impression Reader Time Recorders

CHAPTER 2 MAIN THEME OF THE PROJECT 2.1. OBJECTIVES:

PRIMARY OBJECTIVES: A study on customer perception towards the Chennai Associates, Chennai. SECONDARY OBJECTIVES: To analysis the factors influenced to choose Chennai Associates To know attitude of customers and their satisfaction level. To find out the effectiveness in delivery of the orders. To find out the benefits preferred by the customers. To suggest some idea to improve the customer relationship.

2.2. SCOPE OF THE STUDY This project is total attempts to study the respondents attitude towards the company.

The study can be overlooked in qualitative rather than quantitative. Since it aims to know its opinions, views expectation and behavior of respondents towards the company. Also maximum efforts are taken to view the final result of the work, which becomes as reliable one.

The study was conducted more of qualitative approach. It tried to find out the awareness levels. The study also aims to find out the favorable and unfavorable attitude. The needs and wants of the customer are studied by conducting a market survey on customer perception.

LIMITATIONS OF THE STUDY

The survey was conducted in Chennai and restricted to Chennai city only. Some customers not interested to give proper information Time constraint is also an unfavorable condition Only a limited number of sample sizes 260 were taken into consideration.

2.3. RESEARCH METHODOLOGY: MEANING

Research means a search for knowledge. Some times it may refer to a scientific and systematic search for pertinent information on a specific topic. In fact research is an art of scientific investigation. DEFINITION According to Clifford woody, research comprises, defining and redefine problems, formulating hypotheses or suggested solution,collecting,organizing and evaluating data, making deductions and research conclusions and at last carefully testing the conclusion to determine they fir the formulating hypothesis . This Project work tries to highlight on the status enjoyed by Business Standard in comparison with its competitors. The Research is done with both Quantitative and Qualitative factors taken into consideration. For this purpose, we have used both Primary data and Secondary Data. RESEARCH DESIGN: Formidable problems that follows the task of definite the research problems is the preparations of the design of the research project, popularly know as the research study constitute a research design.

DEFINITION

A research design is the arrangement of condition for collection and analysis of data in manner that aims to combine relevance the research purpose with economic in procedure. The type of research is taken as Descriptive research using Survey. The main characteristic of this method is that the researcher has no control over the variables. I have used Probability based Sampling. DESCRIPTIVE RESEARCH The descriptive research studies are those studies which are concerned with the describing the characteristic of a particular, individual are of a group where as diagnostic research studies determine the frequency with which something occurs or its association with something else. METHOD OF DATA COLLECTION: PRIMARY DATA The Primary data has been collected through Surveys conducted from the Consumers. We have used Structured Questionnaire as the research instrument to get the data required for the study. The Questionnaire contained both open ended and close ended questions. SECONDARY DATA The Secondary data has been collected from sources within the company such as records and annual reports of the company and website. The data so collected are analyzed in a separate chapter to draw an in depth understanding using Tables and Charts SAMPLING TECHNIQUES

10

There are two type of the sampling technique. They are probability sampling and Non-probability sampling. In this study probability sampling has used and simple Random Sampling technique has adopted. SAMPLE SIZE The Sample size is of 260 customers from 628 populations of Chennai associates. STATISTICAL TOOLS: SIMPLE PERCENTAGE ANALYSIS Percentage analysis is to collect the data is classified and enter the table format and the table value are converted in the percentage that is percentage analysis. No. of respondents / total no. of respondents * 100

11

CHI-SQUARE TEST: The objective of the chi-square test is to determine whether any significant difference exists among the various groups. Chi-square test involves comparison of expected frequency (Ei) with observed frequency (Oi) to determine whether the difference between the two is greater than the tabulated value that might occur by chance. On the other hand, if the calculated 2 value is less than the tabulated valued, the hypothesis is accepted. 2 Where 2 O E = = = Chi-Square Observed frequency Expected frequency = (O-E)2/ E

WEIGHTED AVERAGE METHOD: When the relative importance of the different observations is not the same, we compute weighted arithmetic mean. The terms Weight stands for the relative importance of the different observations. The formula for this is, Xw Where Xw Xi Wi = = = Weighted arithmetic mean the variable Weights attached to the variable Xi i-1n = WiXi / Wi

ANOVA

12

Analysis of variance (Abbreviated as ANOVA) is an extremely useful technique concerning researches in the fields of economics, biology, education, psychology, sociology, and business/industry in researches of several other disciplines. This technique is used here since multiple sample cases are involved. One way ANOVA: Under the one way ANOVA, we consider only one factor and then observe that the reason for said factor to be important is that several possible types of samples can occur within that factor. We then determine if there are differences within that factor. The technique involves the following steps: 1. The correction factor (C.F) = G^2 / N Where, G = Grand total N = No. of observation 2. Total sum of squares (T.S.S) = xij^2 C.F x1^2 N1 4. Error sum of square (E.S.S) = (T.S.S) (S.S.B). x2^2 N2 x3^2 N3 3. Sum of square between samples (S.S.B) = ---------+ ----------+ ---------- - C.F

CHAPTER 3

13

ANALYSIS AND INTERPRETATION

The major portion of the data was collected through the primary sources using a questionnaire. The collected data has been tabulated, analyzed and interpreted. This chapter is intended to analyze the customer perception levels regarding to product and services. The total analysis and interpretation of collected data has been done with respect to major parameters which has been used for the analysis are percentage analysis, Chi square test, weighted average, ANOVA. The analysis is done on the collected datas and they are able to form an interpretation with them to do an easy verification and study on the subject that we have studied. The deep making of interpretation is done by Bar graphs, Pie charts etc. These factors can provide any positive or negative inference to the company which may able to make the company to know their strengths and weaknesses. These make them to exploit them to a new set of innovations to increase their positive traits.

3.1. SIMPLE PERCENTAGE ANALYSIS:

14

TABLE: 3.1.1 BRANCHES HOLD BY THE CUSTOMER:

BRANCHES NO. OF RESPONDENTS YES 87 NO 173 TOTAL 260 SOURCE : PRIMARY DATA INTERPRETATION:

PERCENTAGE 33 67 100

The table shows that the category of the respondent on the basis of branches. The majority of the respondents that is 67% they hold branches for their company, 33% of the respondents do not have a branches. It concluded that the majority of the respondents have branches for their company.

EXIBIT: 3.1.1

15

BRANCHES HOLD BY THE CUSTOMER:

33%

YES
67%

NO

TABLE: 3.1.2

16

ORDER FOR BRANCHES:

ORDER FOR BRANCHES YES NO TOTAL SOURCE : PRIMARY DATA INTERPRETATION:

NO. OF RESPONDENTS 86 174 260

PERCENTAGE 33 67 100

The table shows that the category of the respondent on the basis of order for the branches. The majority of the respondents that is 67% they are giving order for branches in their company, 33% of the respondents do not have branches so there is no order.

EXIBIT: 3.1.2

17

ORDER FOR BRANCHES:

33% 67%

YES

NO

TABLE: 3.1.3 PERIOD OF CUSTOMER COMPANY:

18

PERIOD NO.OF RESPONDENTS Below 2 years 52 2-5years 44 5-8 years 56 8-11 years 48 Above11 years 60 TOTAL 260 SOURCE: PRIMARY DATA INTERPRETATION:

PERCENTAGE 20 17 22 18 23 100

The table shows that the category of the respondent on the basis of period that the customer running their company. The majority of the respondents that is 23% are running their company above 11 years, 22% of the respondents are running their company from 5-8 years, 20% of the respondents are running their company below 2 years, 18% of the respondents are running their company from 8-11 years, and 17% of the respondents are running their company from 2-5 years.

EXIBIT: 3.1.3 PERIOD OF CUSTOMER COMPANY:

19

23% 60 52

20%
below2yrs 2-5yrs 5-8yrs

44 48 18% 56 17%

8-11yrs above11yrs

22%

TABLE: 3.1.4 AWARENESS ABOUT CHENNAI ASSOCIATES: AWARENESS YES NO TOTAL NO. OF RESPONDENTS 138 122 260 PERCENTAGE 53 47 100

20

SOURCE : PRIMARY DATA INTERPRETATION: This table shows that the awareness about the Chennai Associates. The majority of the 53% of the customers is well-known about the company, 47% of the customers are newly known about the company. It concluded that most of the respondents are already aware about the Chennai Associates.

EXIBIT: 3.1.4 AWARENESS ABOUT CHENNAI ASSOCIATES:

21

122

NO

47%

138

YES

53%

50

100

150

200

250

NO.OF RESPONDENTS

PERCENTAGE

TABLE: 3.1.5 FACTORS THAT INFLUENCES TO CHOOSE CHENNAI ASSOCIATES:

22

MEDIA NO.OF RESPONDENTS NEWS PAPER 80 TELEVISION 41 ADVISOR 59 FRIENDS 36 OTHERS 44 TOTAL 260 SOURCE : PRIMARY DATA

PERCENTAGE 31 16 23 14 17 100

INTERPRETATION: From this table shows that the category of the respondents on the basis of the factors used to choose the Chennai Associates. The majority of the respondents i.e., 31% of the respondent choose through newspaper, 23% respondents from advisors.17% of the customers are choose through others factors and the 15% of the respondents from television, and 14% of the respondents choose suggestion given from their friends.

EXIBIT: 3.1.5 FACTORS THAT INFLUENCES TO CHOOSE CHENNAI ASSOCIATES:

23

17% 31% 13%

23%

16%

TABLE: 3.1.6 NEED TO PREFER CHENNAI ASSOCIATES:

FACTORS VARIETY OF DESIGNS QUALITY OF CARDS GOOD SERVICE DELIVERY OF ORDERS PRICE TOTAL

NO.OF RESPONDENTS 50 88 55 40 27 24 260

PERCENTAGE 19 34 21 16 10 100

SOURCE : PRIMARY DATA INTERPRETATION: The above table shows the category of the respondents on the basis of the need which is used to prefer the Chennai Associates. The majority of the respondents i.e., 34% customers are prefer the company for the purpose of quality of the cards.21% of the respondents for good service, 19% of the respondents are said that variety of designs, 16% of the respondents are correct delivery of the orders, 10% of the respondents are need to prefer for the purpose of price of the cards.

EXIBIT: 3.1.6 NEED TO PREFER CHENNAI ASSOCIATES:

PRICE 10% DELIVERY 16%

VARIETY OF DESIGNS 19%

SERVICE 21%

QUALITY 34%

25

TABLE: 3.1.7 PERIOD OF RELATIONSHIP WITH THE COMPANY HOLD BY THE CUSTOMERS: FACTORS NO.OF RESPONDENTS 0-1YEAR 68 1-2 YEARS 45 2-3 YEARS 38 3-4 YEARS 59 ABOVE4 YEARS 50 TOTAL 260 SOURCE : PRIMARY DATA INTERPRETATION: PERCENTAGE 26 17 15 23 19 100

26

From this table shows that the category of the respondents and basis of their period of relationship with the company. The majority of the respondents that is 26% are having relationship with the company is 0-1 year, 23% of the respondents are 3-4 years, 19% are having relationship with the company above 4 years, 17% of the respondents are having relationship from 1-2 years,15% of the respondents are having relationship with the company from 2-3 years.

EXIBIT: 3.1.7 PERIOD OF RELATIONSHIP WITH THE COMPANY

27

80 70 60 50 40 30 20 10 0

68 45 38

59 50

26%
0-1YEAR

17%
12YEARS

15%
23YEARS

23%
34YEARS

19%
ABOVE 4YEARS

NO.OF RESPONDENTS

PERCENTAGE

TABLE: 3.1.8 PAYMENT FOR THE ORDER: PAYMENT CASH PAYMENT CREDIT PAYMENT TOTAL NO.OF RESPONDENTS 167 93 260 PERCENTAGE 64 36 100

28

SOURCE : PRIMARY DATA INTERPRETATION: The above table shows that the category of the respondents on the basis of the payment pay to the company. The majority of the respondents i.e., 64% are paying payment for their order in a cash payment, 36% of the respondents are paying credit payment.

EXIBIT: 3.1.8 PAYMENT FOR THE ORDER:

29

credit payment 36%

cash payment 64%

TABLE: 3.1.9 PERIOD OF CREDIT PROVIDED BY THE COMPANY: PAYMENT PERIOD 1-2 weeks NO.OF RESPONDENTS 69 PERCENTAGE 27

30

2-4 weeks 4-6 weeks 6-8 weeks 8-10 weeks TOTAL SOURCE : PRIMARY DATA INTERPRETATION:

55 60 37 39 260

21 23 14 15 100

The above table shows that the category of the respondents are allowed to pay the payment for their order in a credit basis, the credit period available for the customer has been shown. The majority of the respondents i.e., 27% of the respondents are paying their payment within 1-2 weeks, 23% of the employees are paying their payment within4-6 weeks, 21% of the respondents are paying their payment within 2-4 weeks, 15% of the respondents are paying their payment for their order 8-10 weeks, 14% of the respondents are paying credit payment within the6-8weeks.

EXBIT: 3.1.9 PERIOD OF CREDIT PROVIDED BY THE COMPANY:

31

15%
39

27%
69
1-2 wks 2-4 wks 4-6wks 6-8wks 8-10wks

14% 37
60

55

23%

21%

TABLE: 3.1.10 ATTITUDE OF THE CUSTOMERS: FACTORS NO.OF RESPONDENTS PERCENTAGE

32

EXCELLENT GOOD AVERAGE POOR VERY POOR TOTAL SOURCE : PRIMARY DATA INTERPRETATION:

70 85 88 12 5 260

27 33 34 4 2 100

The above table shows that the category of the respondents is attitude of the customer towards the performance of the company. The majority of the respondents 34% are having opinion for their quality is average, 33% of the respondents opinion are good, 27% of the respondents opinion are excellent, 4% of the respondents opinion are poor,2% of the respondents opinion about the company performance are very poor.

EXIBIT: 3.1.10 ATTITUDE OF THE CUSTOMERS:

33

100 90 80 70 60 50 40 30 20 10 0

85 70
27% 33%

88

35%

12
5%
GOOD AVERAGE POOR

5
2
VERY POOR

EXCELLENT

NO.OF RESPONDENTS

PERCENTAGE

TABLE: 3.1.11 RATING OF CHENNAI ASSOCIATES:

34

FACTORS NO.OF RESPONDENTS VERY GOOD 60 GOOD 71 AVERAGE 65 POOR 44 VERY POOR 20 TOTAL 260 SOURCE : PRIMARY DATA INTERPRETATION:

PERCENTAGE 23 27 25 17 8 100

The above table shows that the category of the respondents rating the Chennai associates. The majority of the respondents 27% are having opinion for the company is good, 25% of the respondents opinion are average, 23% of the respondents opinion are very good, 17% of the respondents opinion are poor, 8% of the respondents opinion about the company is very poor.

EXBIT: 3.1.11 RATING OF CHENNAI ASSOCIATES:

35

80 70 60 50 40 30 20 10 0
VE RY GOOD

60

71

65 44

23%

27% 25%

17% 2 0 8%

GOOD

AVE R AGE

P OOR

VE RY P OOR

NO.OFR E S POND E NT S

PE R CE NT AGE

TABLE: 3.1.12 OPINION ABOUT PRICE OF THE CARDS: FACTORS VERY HIGH HIGH NO.OF RESPONDENTS 33 55 PERCENTAGE 13 21

36

MEDIUM LOW VERYLOW TOTAL SOURCE : PRIMARY DATA INTERPRETATION:

89 53 30 260

34 20 12 100

The above table shows that the category of the respondents on the basis of the price of cards. The majority of 34% of the respondents opinion about the price of the card is medium, 21% of the respondents opinion about the price is high, 20% of the respondents opinion about the price is low, 13% of the respondents opinion about the price is very high, 12% of the respondents opinion about the price is very low.

EXIBIT: 3.1.12 OPINION ABOUT PRICE OF THE CARDS

37

12%

13%

20%

21%

34%
VERY HIGH HIGH MEDIUM LOW VERY LOW

TABLE: 3.1.13 CATEGORY PRICE OF CARDS:

38

PRICE(in Rs) NO.OF RESPONDENTS 15-30 75 30-60 64 60-90 50 90-120 53 120-150 18 TOTAL 260 SOURCE : PRIMARY DATA INTERPRETATION:

PERCENTAGE 29 25 19 20 7 100

The above table shows that the category of the respondents on the basis of the price of cards they prefer. The majority of 34% of the respondents opinion about the price of the card is medium, 25% of the respondents giving order for 30-60Rs, 20% of the respondents are buying 90-120Rs cards, 19% of the respondents are between 6090Rs, 7% of the respondents are buying 120-150Rs cards.

EXIBIT: 3.1.13 CATEGORY PRICE OF CARDS:

39

80 70 60 50 40 30 20 10 0 15-30Rs 30-60Rs 60-90Rs 90-120Rs 120-150Rs

29%

25%

19%

20%

7%

TABLE: 3.1.14

40

SATISFACTION LEVEL OF THE CUSTOMERS TOWARDS CHENNAI ASSOCIATES WHILE PLACING THEIR ORDERS: SOURCE : PRIMARY DATA PARTICULARS NO. OF RESPONDENTS Highly satisfied 84 Satisfied 80 Neutral 69 Dissatisfied 19 Highly dissatisfied 8 TOTAL 260 INTERPRETATION: The above table shows that the category of the respondents on the basis the satisfaction level of the customers towards Chennai associates while placing their orders. The majority of 33% of the respondents are highly satisfied, 31% of the respondents opinion are satisfied with Chennai associates, 27% of the respondents opinions are neutral, 7% of the respondents opinion are dissatisfied, only 3% of the respondents opinion are highly dissatisfied with the Chennai associates while placing the orders of the customers.

PERCENTAGE 32 31 27 7 3 100

EXIBIT: 3.1.14 SATISFACTION LEVEL OF THE CUSTOMERS TOWARDS CHENNAI ASSOCIATES WHILE PLACING THEIR ORDERS:

41

8%

3% 37%
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

30%

22%

TABLE: 3.1.15 OPINION ABOUT DELIVERY OF CARDS BY CHENNAI ASSOCIATES: SOURCE : PRIMARY DATA PARTICULARS NO. OF RESPONDENTS VERY GOOD 60 GOOD 84 AVERAGE 81 BAD 26 42 VERYBAD 9 TOTAL 260

PERCENTAGE 23 32 30 11 4 100

INTERPRETATION: The above table shows that the category of the respondents on the basis of the customers opinion about delivery of cards of Chennai associates. The majority of32% of the respondents opinions are average in delivery of cards by the company, 30% of the respondents opinions are good , 23% of the respondents opinions are very good, 11% of the respondents opinions are bad, 4% of the respondents opinions are very bad in delivery of cards by the company.

EXIBIT: 3.1.15 OPINION ABOUT DELIVERY OF CARDS BY CHENNAI ASSOCIATES:

43

BAD 11%

VERY BAD 4% VERY GOOD 23%

AVERAGE 31% GOOD 32%

TABLE: 3.1.16 OPINION ABOUT DESIGN AND STYLE OF CARDS:

44

ITEM NO. OF RESPONDENTS YES 123 NO 137 TOTAL 260 SOURCE: PRIMARY DATA INTERPRETATION:

PERCENTAGE 47 53 100

The above table shows that the category of the respondents on the basis of the customers opinion about design of cards of Chennai associates. The majority of 53% of the respondents opinions are no need to modify the design and style of cards provided by Chennai associates, 47% of the respondents opinions are there is some needs to modify the design and style of cards provided by Chennai associates

EXIBIT: 3.1.16 OPINION ABOUT DESIGN AND STYLE OF CARDS:

45

47%

53%
YES NO

TABLE: 3.1.17 AVAILABILITY OF SERVICE TO THE CUSTOMER: ITEM ALWAYS NO. OF RESPONDENTS 139 PERCENTAGE 54

46

RARELY OFTEN TOTAL SOURCE: PRIMARY DATA INTERPRETATION:

40 91 260

16 35 100

The above table shows that the category of the respondents on the basis of the customers opinion about the availability of services provided by Chennai associates. The majority 54% of the respondents opinion are always availability of services provided by Chennai associates, 35% of the respondents opinion are often, 16% of the respondents opinion are availability of services provided by Chennai associates rarely.

EXIBIT: 3.1.17 AVAILABILITY OF SERVICE TO THE CUSTOMER:

47

35% 91 40 16%

139 54%

ALWAY S R AR ELY OF TEN

TABLE: 3.1. 18 RECOMMENDATION ABOUT THE COMPANY TO OTHERS:

48

ITEM NO. OF RESPONDENTS YES 171 NO 89 TOTAL 260 SOURCE: PRIMARY DATA INTERPRETATION:

PERCENTAGE 66 34 100

The above table shows that the category of the respondents on the basis of the customers recommendation about the company to others. The majority of 66% of the customers are would like to recommend about the company, 34% of the respondents are not ready to suggests about the company. .

EXIBIT: 3.1.18 RECOMMENDTATION ABOUT THE COMPANY TO OTHERS:

49

34% 66%
Y ES NO

3.2. CHI-SQUARE ANALYSIS: TABLE: 3.2.19 The relationship between period of customers relationship with the company and attitude of the customers:

50

Null Hypothesis (H0): There is no significant relationship between period of customers relationship with the company and attitude of the customers Alternative hypothesis (H1): There is significant relationship between period of customers relationship with the company and attitude of the customers PERIOD OPINION ABOUT ATTITUDE OF THE CUSTOMERS Excellent Good Average Poor 20 3 40 4 12 19 12 1 14 14 6 3 6 30 20 2 18 19 10 2 70 85 88 12 Very poor 1 1 1 1 1 5 TOTAL

0-1 year 1-2 years 2-3 years 3-4 years Above 4 years TOTAL FORMULA:

68 45 38 59 50 260

Chi-square = (O-E) ^2/E Where, O = Observed frequency, E = Expected frequency

Row total * column total Expected value = ----------------------------------------Grand total Degree of freedom:

51

= (r 1) (c- 1) = (5-1) (5-1) = 4*4 =16 Level of significant at 5 %( 0.05) = 26.296 The calculation value 19.428 the tabulation value at (0.05) is 26.296

INTERPRETATION: Hence the calculation value is lesser than the tabulation value 19.428< 26.296. So, the Null hypothesis is accepted. There is no significant relationship between period of customers relationship with the company and attitude of the customers TABLE: 3.2.20 The relationship between price of the cards and satisfaction level of the customers while placing the orders. Null Hypothesis (H0): There is no significant relationship between price of the cards and satisfaction level of the customers while placing the orders.

52

Alternative hypothesis (H1): There is significant relationship between price of the cards and satisfaction level of the customers while placing the orders. PRICE OF CARDS Highly satisfied 15-30Rs 30-60Rs 60-90Rs 90-120Rs 120-150Rs TOTAL FORMULA: Chi-square = (O-E) ^2/E Where, O = Observed frequency, E = Expected frequency 7 30 14 29 4 84 OPINION ABOUT SATISFACTION LEVEL OF THE CUSTOMERS Satisfied Average 29 15 16 16 4 80 30 6 21 4 8 69 Bad 7 5 4 2 1 19 Very bad 2 2 1 2 1 8 75 64 50 53 18 260 TOTAL

Row total * column total Expected value = ----------------------------------------Grand total Degree of freedom: = (r 1) (c- 1)

53

= (5-1) (5-1) = 4*4 =16 Level of significant at 5 %( 0.05) = 26.296 The calculation value 34.10 the tabulation value at (0.05) is 26.296

INTERPRETATION: Hence the calculation value is greater than the tabulation value 19.428< 34.10. So, the Null hypothesis is rejected. There is significant relationship between price of the cards and satisfaction level of the customers while placing the orders. 3.3. ANOVA: TABLE: 3.3.21 The relationship between period of relationship with the company and period of credit payment paid by the customers: NULL HYPOTHESIS (H0) ALTERNATIVE HYPOTHESIS (H1) : 1 = 2 = 3 = 4 = 5 : 1 2 3 4 5

54

PERIOD

OPINION ABOUT PERIOD OF CREDIT PAYMENT 1-2weeks PAID BY THE CUSTOMERS 2-4 weeks 4-6 weeks 6-8 weeks 18 11 5 13 8 55 11 7 4 20 18 60 11 7 5 8 6 37 8-10 weeks 6 12 15 2 4 39

TOTAL

0-1 year 1-2 years 2-3 years 3-4 years Above 4 years TOTAL

22 8 9 16 14 69

68 45 38 59 50 260

Correction factor (CF) = G/N= (260)/25 = 2704 TSS= xy - CF= 3414-2704= 710

SSB= (X1)/N1 + (X2)/N2 + (X3)/N3 + (X4)/N4 + (X5)/N5 CF =2855-2704= 151 ESS= TSS SSB= 710-151= 559 ANOVA TABLE: SOURCE OF DEGREES OF SUM FREEDOM 4 20 24 OF MEAN SUM VARRIANCE OF SQUARE 27.75 29.95 0.926

VARRIATION B/W E TOTAL

SQUARE 111 599 710

55

|F| = 0.926
= 5%= 0.05 F for (4, 20) = 5.80

|F| < F, accept H0

INTERPRETATION: Since the calculated value is less than the table value so there is no significant difference between period of relationship with the company and period of credit payment paid by the customer.

3.4. WEIGHTED AVERAGE ANALYSIS: TABLE: 3.4.22 Customers opinion about need to prefer Chennai Associates: REASONS RANK1 Good service Quality of card Variety of design 280 270 460 RANK2 232 288 164 RANK RANK3 411 375 303 SCORE RANK4 14 12 24 RANK5 4 3 8 941 948 959

56

Delivery of order Price WEIGHTED POINTS: REASONS Good service Quality of card Variety of design Delivery of order Price INTERPRETATION:

295 175

204 136

426 498

10 34

3 16

938 859

CALCULATED VALUE 941 948 959 938 859

RANK 3 2 1 4 5

From the weighted average analysis it found that the 1 st rank for variety of design and its followed by quality of cards, and the 3 rd place is hold by good service, 4th rank for delivery of order, and 5th rank goes for price of cards. CHAPTER 4

4.1. FINDINGS It found that the category of the respondent on the basis of branches hold by the customers. The majority of the respondents that is 67% they hold branches for their company, 33% of the respondents do not have a branches. It inferred that the category of the respondent on the basis of order for the branches. The majority of the respondents that is 67% they are giving order for branches in their company, 33% of the respondents do not have branches so there is no order.

57

The analysis found that the category of the respondent on the basis of period that the customer running their company. The majority of the respondents that is 23% are running their company above 11 years, 22% of the respondents are 5-8 years, 20% of the respondents are holding their company below 2 years, 18% of the respondents are running their company from 8-11 years, and 17% of the respondents are running their company from 2-5 years.

The awareness about the Chennai Associates: From the analysis the majority of the 53% of the customers is well-known about the company, 47% of the customers are newly known about the company.

From this analysis shows that the category of the respondents on the basis of the factors used to choose the Chennai Associates. The majority of the respondents i.e., 31% of the respondent choose through newspaper, 23% respondents from advisors.17% of the customers are choose through others factors and the 15% of the respondents from television, and 14% of the respondents choose suggestion given from their friends.

It inferred that the category of the respondents on the basis of the need which is used to prefer the Chennai Associates. The majority of the respondents i.e., 34% customers are prefer the company for the purpose of quality of the cards.21% of the respondents for good service, 19% of the respondents are said that variety of designs, 16% of the respondents are correct delivery of the orders, 10% of the respondents are need to prefer for the purpose of price of the cards.

58

It noted that the category of the respondents and basis of their period of relationship with the company. The majority of the respondents that is 26% are having relationship with the company is 0-1 year, 23% of the respondents are 3-4 years, 19% are having relationship with the company above 4 years, 17% of the respondents are having relationship from 1-2 years,15% of the respondents are having relationship with the company from 2-3 years.

It shows that the category of the respondents on the basis of the payment pay to the company. The majority of the respondents i.e., 64% are paying payment for their order in a cash payment, 36% of the respondents are paying credit payment.

It found that the category of the respondents are allowed to pay the payment for their order in a credit basis, the credit period available for the customer has been shown. The majority of the respondents i.e., 27% of the respondents are paying their payment within 1-2 weeks, 23% of the employees are paying their payment within 4-6 weeks, 21% of the respondents are paying their payment within 2-4 weeks, 15% of the respondents are paying their payment for their order 8-10 weeks, 14% of the respondents are paying credit payment within the6-8weeks.

It identified that the category of the respondents is attitude of the customer towards the performance of the company. The majority of the respondents 34% are having opinion for their quality is average, 33% of the respondents opinion are good, 27% of the respondents opinion are

59

excellent, 4% of the respondents opinion are poor,2% of the respondents opinion about the company performance are very poor. It opinioned that the category of the respondents rating the Chennai associates. The majority of the respondents 27% are having opinion for the company is good, 25% of the respondents opinion are average, 23% of the respondents opinion are very good, 17% of the respondents opinion are poor, 8% of the respondents opinion about the company is very poor. It found that the category of the respondents on the basis of the price of cards. The majority of 34% of the respondents opinion about the price of the card is medium, 21% of the respondents opinion about the price is high, 20% of the respondents opinion about the price is low, 13% of the respondents opinion about the price is very high, 12% of the respondents opinion about the price is very low.

It identified that the category of the respondents on the basis of the price of cards they prefer. The majority of 34% of the respondents opinion about the price of the card is medium, 25% of the respondents giving order for 30-60Rs, 20% of the respondents are buying 90-120Rs cards, 19% of the respondents are between 60-90Rs, 7% of the respondents are buying 120-150Rs cards.

It shows that the category of the respondents on the basis the satisfaction level of the customers towards Chennai associates while placing their orders. The majority of 33% of the respondents are highly satisfied, 31% of the respondents opinion are satisfied with Chennai associates, 27% of

60

the respondents opinions are neutral, 7% of the respondents opinion are dissatisfied, only 3% of the respondents opinion are highly dissatisfied with the Chennai associates while placing the orders of the customers. It found that the category of the respondents on the basis of the customers opinion about delivery of cards of Chennai associates. The majority of 23% of the respondents opinions are good in delivery of cards by the company, 32% of the respondents opinions are average, 23% of the respondents opinions are very good, 11% of the respondents opinions are bad, 4% of the respondents opinions are very bad in delivery of cards by the company. It noted that the category of the respondents on the basis of the customers opinion about design of cards of Chennai associates. The majority of 53% of the respondents opinions are no need to modify the design and style of cards provided by Chennai associates, 47% of the respondents opinions are there is some needs to modify the design and style of cards provided by Chennai associates It found that the category of the respondents on the basis of the customers opinion about the availability of services provided by Chennai associates. The majority 54% of the respondents opinion are always availability of services provided by Chennai associates, 35% of the respondents opinion are often, 16% of the respondents opinion are availability of services provided by Chennai associates rarely. It inferred that the category of the respondents on the basis of the customers recommendation about the company to others. The majority of 66% of the customers are would like to recommend about the company, 34% of the respondents are not ready to suggests about the company.

61

From the chi-square analysis, there is no significant relationship between period of customers relationship with the company and attitude of the customers

From the chi-square analysis it found that, there is significant relationship between price of the cards and satisfaction level of the customers while placing the orders.

Form the analysis it identified that, there is no significant difference between period of relationship with the company and period of credit payment paid by the customer.

From the weighted average analysis it found that the 1 st rank for variety of design and its followed by quality of cards, and the 3 rd place is hold by good service, 4th rank for delivery of order, and 5 th rank goes for price of cards.

4.2. RECOMMENDATIONS:

The company can improve the variety of designs to attract more customers Most of the customers are know the company through newspaper advertisement. So the company can try to increase the television ads. The attitude and satisfaction level of the customer is good to maintain the company requires to know the needs and preferences of the customer.

62

The company needs to deliver the customers orders as soon as possible The company can offer identity cards with quality and affordable price The company should response soon while placing the order from the customers.

The company must try to reduce the credit period for the customers while paying the money.

The availability of the service should reach the customer always and make the customer satisfaction.

4.3. CONCLUSION: The awareness about the company is good also to increase this effectiveness they need to give ads in television. The research study indicates the customers perception and knowledge among the customers regarding the Chennai Associates. Compared to other company the Chennai Associates remain the best in terms of popularity. The majority of the respondents are recommended the company to others so they had a good opinion among the customers.

63

Positive customer attitudes are an indication of the loyalty and trust customer has towards the company.

A STUDY ON CUSTOMER PERCEPTION TOWARDS CHENNAI ASSOCIATES, CHENNAI. QUESTIONNAIRES 1. Name: 2. Location:

3. contact person:

64

4. contact number:

5. Do you have any branches? a) Yes b) no

6. Are you ordering for your branches also? a) Yes b) no

7. How long you are running your business? a) Below 2 years b) 2-5 years c) 5-8 years d) 8-11 year e) Above 11 years 8. Are you aware of Chennai Associates? a) Yes b) no

9. How did you know about Chennai associates? a) Newspaper b) television c) advisors d) friends e) others 10. What is a specific need to prefer the Chennai Associates? a) Variety of designs b) quality of cards c) good service d) quick delivery e) price 11. How long you have been relationship with the Chennai Associates? a) 0-1 year b) 1-2 years c) 2-3 years d) 3-4 years e) above 4years 12. What is your mode of payment for your order?

65

a) Cash payment

b) credit payment

13. If credit payment, what is the period of credit available? a) 1-2 weeks b) 2-4 weeks c) 4-6 weeks d) 6-8weeks e) 8-10 weeks 14. What attitude do you hold towards the quality of the Chennai Associates? a) Excellent b) good c) average d) poor e) very poor

15. How do you rate the Chennai associates? a) Excellent b) good c) average d) poor e) very poor 16. Give your opinion about the price of the cards compared to others? a) Very high b) high c) medium d) low e) very low

17. In which price you would like to prefer the cards? a) 15-30rs b) 30-60rs c) 60-90rs d) 90-120rs e) 120- 150rs 18. How far you are satisfied with the Chennai associates while placing the orders? b) Highly satisfied b) satisfied c) neutral d) dissatisfied e) Highly dissatisfied 19. How do you feel about the delivery of cards by the Chennai associates? a) Very good b) good c) average d) bad e) very bad 20. Do you think that changes are required in the design and style of cards?

66

a) Yes

b) no

21. Availability of services provided by the Chennai associates? a) Always b) rarely c) often 22. Do you recommend Chennai associates to others? a) Yes b) no

23. Your suggestions-------------------------------------------------------------------------------------------------------------------------------------------------------------

BIBLIOGRAPHY

Books: 1. WILLIAM G.ZIKMUND / MICHAEL D AMICO, Basic marketing, West Publishing Company, Minneapolis / St, Paul, New York, Los Angeles, San Francisco. 2. PHILIP KOTLER / GARY ARMSTRON, Principles of Marketing, 11 th edition, Prentice Hall of India Private Limited, New Delhi 110 001, 2005. 3. C.R.KOTHARI, Research methodology, Methods and Techniques, 2nd revised edition, New Age International Publishers.

67

4. CONSUMER BEHAVIOR LEON G SCIFFMAN, LESLIE LAZAR KANUK, Prentice-Hall of India Pvt Ltd, New Delhi, 2003

Website: 1. www.Google.com 2. www.chennaiassociates.com

68