a report of consumer satisfaction

1. A
SUMMER TRAINING REPORT
ON
“A Study On Consumer Behaviour ”
AT
ABP power solution private ltd.
In partial fulfillment for Master of Business Administration (MBA)
Session: 2015-2017
SUBMITTED TO: Submitted By :-
M.D.U. Chanchal
ROHTAK 16014
M.B.A. 3rd
Sem
Uni.Roll No…………
KEADARNATH AGGARWAL INSTITUTE OF MANAGEMENT, CH.DADRI
(AFFILIATED TO M.D.U., ROHTAK)

3. ACKNOWLEDGEMENT
A training report is never the sole product of one person whose name appears on the cover. There is
always the help, guidance and suggestion of many in the preparation of such a project. So it gives me
great pleasure toexpressmygratitude towardsall the individualswhodirectlyorindirectlyhelpedme in
completing this report. My heartiest thanks to Mrs. Supriya Dhillon ( Dir., KAIM) and Dr. R. Darshan,
whogave me the authorityonbehalf of the institute totake trainingfrom ABP. I am also thankful to my
company guide and project guide who helped me at every step whenever needed.
Specially, I am thankful to my parents and God for their blessings and showing me the right way at all
moments.
Last but not least I thank all those who are responsible for the success of this report.
chanchal

5. PREFACE
The successful completion of thisprojectwasa unique experience forme because byinteracting
with various persons, I achieved a better knowledge about customer attitude.
The experiencewhichI gainedbydoingthisprojectwas essential at this turning point of my career this
project is being submitted which content detailed analysis of the research under taken by me.
The project is on the topic “A Study of Consumer satisfaction”.

6. LITERATURE REVIEW
Paul S. Goldner (2006) defines, “…a customer is any organization or individual with which you
have done business over the past twelve months”.
Grigoroudis, E and Siskos, Y (2009) “Customer means the party to which the goods are to be
supplied or service rendered by the supplier”. provide definition for ‘customer’ upon two
approaches: With reference to loyalty, “A customer is the person that assesses the quality of the
offered products and services” and on process oriented approach, “the customer is the person or
group that receives the work output”
“Customer means the party to which the goods are to be supplied or service rendered by the
supplier”.
Customer Satisfaction
Definitions Satisfaction has been broadly defined by Vavra, T.G. (1997) as a satisfactory post-
purchase experience with a product or service given an existing purchase expectation.
Howard and Sheth (1969)5 According to Westbrook and Reilly (1983) define satisfaction as,
“The buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices he
has undergone”
customer satisfaction is “an emotional response to the experiences provided by, associated with
particular
Tse and Wilton (1988) (p.501). 10 Berry and Parasuraman (1991) define as, “the consumer’s
response to the evaluation of the perceived discrepancy between prior expectations (or some
other norm of performance) and the actual performance of the product/service as perceived after
its consumption”
3 Cardoza,R.N. (1965) “An Experimental Study of Customer Effort,Expectations and
Satisfactions”,Journal of Marketing Research 2, Page No. 249.
Saxena,A.(2014) “A Comparative Study of Customer Satisfaction of CDMA Mobile Services
(With Special Reference to Reliance and Tata Telecommunication)”; Ph.D. Research Work, BU
Bhopal, Page No. 177.

7. Gummesson, E. (1993), Quality Management in Service Organizations: An Interpretation of the
Service Quality Phenomenon and a Synthesis of International Research, International Service
Quality Association, Karlstad, Sweden. 6 Heskett, J.L., Sasser, W.E. and Hart, C.W.L. (1990),
Breakthrough Service, The Free Press, New York, NY.
Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. Jr and Schlesinger, L.A. (1994),
“Putting the Service Profit Chain To Work”, Harvard Business Review, March-April, Page No.
105.
Reicheld, F.F. and Sasser, W.E. Jr (1990), “Zero Defections Comes to Services”, Harvard
Business Review, September-October, Page No. 107.
Zeithaml, V., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service, The Free
Press, New York, NY. 10 Roth, A. and van der Velde M. (1991), “Customer Perceived Quality
Drives Retail Banking in the 1990s”, Bank Management, November, Page No. 29. 11 Yi, Y.
(1990), “A Critical Review of Consumer Satisfaction”
in Zeithaml, V. (Ed.), Review of Marketing, 1990, American Marketing Association, Chicago,
IL, Page No. 68. 12 Jacoby, J. and Kyner, D.B. (1973), “Brand loyalty vs. repeat purchasing
behaviour”,
Journal of Marketing Research, February, Page No. 1-9. 13 Fornier, S. (1994), A Consumer-
based Relationship Framework for Strategic Brand Management, published PhD dissertation,
University of Florida. 14 Yi, Y. (1990), “A critical review of consumer satisfaction”, in
Zeithaml, V. (Ed.), Review of Marketing, 1990, American Marketing Association, Chicago, IL,
Page No. 68-123.

8. Introduction to Industry
The electronics industry encompasses a wide range of different manufacturing processes and
products. The most visible products of the electronics industry are consumer goods such as
television sets, music reproduction systems and computers. These visible products represent a tip
of the iceberg situation as a large part of the electronics industry is concerned with the
manufacture of the component parts of products. The manufacture of switches, printed circuit
boards, semiconductor devices and the assembly of complex computer systems are all aspects of
the electronics industry. The fact that each of these activities would typically be performed by
different organizations shows that there are few common factors across the electronics industry’s
component companies.
The electronics industry, especially meaning consumer electronics, emerged in the 20th century
and has now become a global industry worth billions of dollars. Contemporary society uses all
manner of electronic devices built in automated or semi-automated factories operated by the
industry. Products are assembled from integrated circuits, principally by photolithography of
printed circuit boards.
The size of the industry and the use of toxic materials, as well as the difficulty of recycling has led
to a series of problems with electronic waste. International regulation and environmental
legislation has been developed in an attempt to address the issues.
Consumer electronics
Consumer electronics are products intended for everyday use, most often in entertainment,
communications and office productivity. Radio broadcasting in the early 20th century brought the
first major consumer product, the broadcast receiver. Later products include personal computers,
telephones, MP3 players, audio equipment, televisions, calculators, GPS automotive electronics,
digital cameras and players and recorders using video media such as DVDs, VCRs or camcorders.
Increasingly these products have become based on digital technologies, and have largely merged
with the computer industry in what is increasingly referred to as the consumerization of
information technology.

9. Introduction to Topic
Though similar, consumers are unique in themselves; they have needs and want which are varied
and diverse from one another; and they have different consumption patterns and consumption
behavior. The marketer helps satisfy these needs and wants through product and service offerings.
For a firm to survive, compete and grow, it is essential that the marketer identifies these needs and
wants, and provides product offerings more effectively and efficiently than other competitors. A
comprehensive yet meticulous knowledge of consumers and their consumption behavior is
essential for a firm to succeed. Herein, lies the essence of Consumer Behavior, an interdisciplinary
subject, that emerged as a separate field of study in the 1960s.
who is a Consumer?
Any individual who purchases goods and services from the market for his/her end-use is called a
consumer.
In simpler words a consumer is one who consumes goods and services available in the market.
Example - Tom might purchase a tricycle for his son or Mike might buy a shirt for himself. In the
above examples, both Tom and Mike are consumers.
What is consumer Satisfaction?
Customer satisfaction measures how well the expectations of a customer concerning a product or
service provided by your company have been met.
Customer satisfaction is an abstract concept and involves such factors as the quality of the
product, the quality of the service provided, the atmosphere of the location where the product or
service is purchased, and the price of the product or service. Businesses often use customer
satisfaction surveys to gauge customer satisfaction. These surveys are used to gather information
about customer satisfaction. Typical areas addressed in the surveys include:
 Quality of product
 Value of product relative to price - a function of quality and price
 Time issues, such as product availability, availability of sales assistance, time waiting at
checkout, and delivery time
 Atmosphere of store, such as cleanliness, organization, and enjoyable shopping
environment

10. Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall
good relationship with the supplier. In today’s competitive business marketplace, customer
satisfaction is an important performance exponent and basic differentiator of business strategies.
Hence, the more is customer satisfaction; more is the business and the bonding with customer.
Customer satisfaction is a part of customer’s experience that exposes a supplier’s behavior on
customer’s expectation. It also depends on how efficiently it is managed and how promptly
services are provided. This satisfaction could be related to various business aspects like
marketing, product manufacturing, engineering, quality of products and services, responses
customer’s problems and queries, completion of project, post delivery services, complaint
management etc.
Customer satisfaction is the overall essence of the impression about the supplier by the
customers. This impression which a customer makes regarding supplier is the sum total of all the
process he goes through, right from communicating supplier before doing any marketing to post
delivery options and services and managing queries or complaints post delivery. During this
process the customer comes across working environment of various departments and the type of
strategies involved in the organization. This helps the customer to make strong opinion about the
supplier which finally results in satisfaction or dissatisfaction.
Customer’s perception on supplier helps the customer choose among the supplier on basis of
money value and how well the delivered products suit all the requirements. The supplier’s
services never diminishes after the delivery as customer seeks high values post marketing
services which could help them use and customize the delivered product more efficiently. If he is
satisfied with the post marketing services then there are good chances for supplier to retain the
customers to enhance repeated purchases and make good business profits.
It is necessarily required for an organization to interact and communicate with customers on a
regular basis to increase customer satisfaction. In these interactions and communications it is
required to learn and determine all individual customer needs and respond accordingly. Even if
the products are identical in competing markets, satisfaction provides high retention rates. For
example, shoppers and retailers are engaged with frequent shopping and credit cards to gain
customer satisfaction, many high end retailers also provide membership cards and discount
benefits on those cards so that the customer remain loyal to them.
Higher the satisfaction level, higher is the sentimental attachment of customers with the specific
brand of product and also with the supplier. This helps in making a strong and healthy customer-
supplier bonding. This bonding forces the customer to be tied up with that particular supplier and
chances of defection very less.

11. INTRODUCTION TO COMPANY
An overview of ABP and its history
Uninterruptible Power Supply or UPS is an essential requirement for any enterprise. UPS has
made inroads into the households worldwide also due to its immense utility and ease of
use. ABP POWER SOLUTIONS Pvt. Ltd. is one the leading online UPS manufacturers and
suppliers having pan India operations and presence. We have branches all over India due to
which we have earned the distinction of being the reputed offline UPS manufacturers in India.
We offer a range of online and offline UPS solutions for commercial and domestic use across the
length and breadth of India. We are counted among the leading online UPS manufactures in
Delhi NCR region and have created a niche market due to our impeccable service and offerings.
Through our Offline UPS suppliers, you can get your choicest application at cost effective rates.
One of the most convenient ways to obtain your power solution is to book the same from online
UPS manufacturers. Online UPS manufactures in India offer countrywide service and you can
get your power system with standard equipments and accessories by just booking your order
online.
Offline UPS manufacturers offer you a range of industrial equipments and accessories like surge
suppressors, rectifiers, power protection solutions and chargers. Offline UPS manufacturers in
Delhi ncr allow you to avail power back up and management solutions with utmost ease. Being
the leading online UPS manufacturer of Delhi, you can get quality power supply equipments at
market competitive rates from www.abppowers.com
Overview of the Company:
ABP provides protection against many of the primary causes of data loss, hardware damage and
downtime. ABP is a leading provider of end-to-end AC and DC-based back-up power products
and services, which include surge suppressors, uninterruptible power supplies (UPS), power
conditioning equipment, power management software, DC power systems,float-cum boost
chargers, rectifiers etc.

12. ABP also specialise in providing professional and consulting services for optimum Power
Solutions thereby setting the standard for quality, innovation and support for power protection
solutions from desktop systems to data Center operations to entire facilities.
Its comprehensive solutions, which are designed for both home and corporate environments,
improve the manageability, availability and performance of sensitive electronic, network,
communication and industrial equipment of all sizes.
Mission:-
The mission of ABP is to create delighted customers by improving the manageability,
availability, and performance of information and communication systems through rapid
development and delivery of innovative solutions to real customer problems.
Key application area
Today, the Company focuses its efforts on following key application areas:
 Home Office
 Business Networks
 Access Provider Networks
 Data Centers and Facilities
 Each requires customized efforts for products, sales and marketing, but each has a
common theme: high availability is increasingly essential. ABP is positioning itself to be
the preferred brand countrywide in all four of these application areas
Products:-
 Inverters
 Online ups
 Offline ups
 Stabilizers

13. Services
To Ensure Complete Customer Satisfaction by Consistently Supplying quality Products using
Latest Available Technologies at a Competitive Price And Offering After Sales Service on
Time.
Offers the best customer support services to ensure highest Equipment uptime for the UPS
system across India for major Telecom/Defennce/Banking & IT customers through its top of the
line technical expertise and strong infrastructure offers a range of services ensuring highest
product uptime for the mission critical applications.
 24x7 Helpline
 Technical support Center in India
 Repair Centre and SWAP support
 Service support help line: On site & Online

14. Clients:-
* Pepsi * Techno India
* Omaxe * Wipro
* Ignou * Gemini Communication Ltd.
* NDTV * Godrej Ltd.

15. * Delhi University * IIT
* ANGEL *APSON
* Ambience Mall * Union Bank of India
* Thermo Fisher * Dionex India Pvt. Ltd.

16. * Bata
* National Jalma Institute for Leprosy ,
Agra
* Industrial IT Solutions * NJIL-Agra
* Jute Pack India Ltd. * Mapple India Pvt. Ltd.

17. Alliance partners:-
*Reillo –PCI Ltd.,
Gurgaon.
*EXIDE Battery
Amararaja Batteries
Ltd.
Rocket Battery (Global
Yuasa India Pvt. Ltd.)
Delta Electronics India
Pvt. Ltd.
Enertech UPS Pvt. Ltd.,
Pune

18. SUPPORT/NETWORK

19. Inverters
We offer digital inverter, which are designed to provide stable A.C. during power failure.
These are fully automatic and completely noiseless. The models available with us are 250
VA to 5 KVA.
The salient features of our range include:
• Easy installation on A.C. mains after separating power line, there by automatically
disconnecting the unwanted during power failure.
• Auto Start/Stop- Our inverter starimages on automatically during power failure and goes
off when the mains is restored.
• Auto Search Facility- Our product shuimages off, if the load is greater then it's rated
output and keeps searching for iimages correctness after every 5 secs. As soon as the load
is decreased, it geimages on.
• Short Circuit Protection- This inverter automatically shut off during short circuit.
• Mosfet Technology is used to achieve longer backup time from same size of batteries.
• Stable Output , which gives fixed voltage and frequency even when the load is less, on
battery mode. This protecimages the valuable appliances from burnout due to high
voltage.

20. • Controlled Battery Charging Circuiimages With circuit built in, the batteries are protected
against overcharge and deep discharged it charges the batteries at constant optimum rate
over input voltage range from 160 V to 300 V it thus increase the battery life.
• Status Display The front panel of the inverter has various indication to display the unit
status
Online UPS:-
Power is your Business Life Line. The more you have the better for your business growth and
productivity and losing it may prove disastrous for your business. So, for uninterrupted power
security and performance preserve it with ABP online ups system. Our goal of zero defects and
total customer satisfaction makes us the preferred supplier for many major companies in the
electronics and information industries. At, our quality is measured by our products.
Our sophisticated technology has enable us to cater to varied needs of power distribution and
backups, we provides a complete line of power electronics products. These include Online UPS
up to 4000kva, battery chargers, Solar UPS System, Servo Stabilizer, Solar Inverters, and
AC/DC Convertor.

21. Moreover our vast industry experience and our presence have enabled us to offer our
technologically advanced power solutions as per the requirements of our customer .As we lay
considerable efforts to study the requirements and provide solution through continuously
upgraded product by our continual research and development so as to offer our client.
Major Application
 Information Technology –Data Centers, Servers Networking.
 Telecommunication - mobile, Wireless and others.
 Industrial Automation, Process Control.
 Digital Mini Labs, image processing and per- press.
 Medical equipments – MRI, CT Scan Cath Lab, Doppler and others
 Embroidery Machines, Laser Cutting Machines/Non – vovan fabric Bag Making Machines
 Braking Insurance and Financial Services
 Satellite Up linking and Earth Stations
IGBT Based Inverter and Rectifier
High Switching Frequency fir maximum system efficiency, Minimum Harmonics, Fast Transient
Response and increased battery life.
Digital Singal Processing
ABP UPS is fully Digital adopting a Signal Processing Unit that integrated all power stages as
well as control functions. The system uses only 2 cards as compared to a large number of control
cards used in conventional UPS Systems. Single Processing unit increases system through
increases reliability.

22. Isolation Transformer For Grounding Problems
All ABP UPS models incorporate Isolation Transformer at the output of the UPS to attenuate
problems arising out of poor input grounding and leakage voltage in natural.
Optional Add ons
include SNMP Network Protocol, RS -232 Communication Port, Wall - mounted Remote
Monitoring Panel (RMP) Matching Battery Cabinets
Offline UPS
We offer our customers with a range of off line UPS that is appreciated for its high back up. This
off line UPS systems plays the dual role of charging the batteries at the time the mains electricity
supply is there and also helps in regulating the voltage output, apart from functioning as a normal
inverter during power cuts.
We are an acclaimed exporter of Offline UPS, which acts as an ideal power back-up system.
These are extensively used in various applications where power fluctuations occur frequently.

23. Our vendor's make use of up-to-date technology and suitable components for their precise
fabrication in compliance with international standards of quality.
Servo Stabalizers:-
Servo Controlled AC Voltage Stabilizer A continuously variable auto transformer driven by low
intertia Servo Motor. A Buck Boost Transformers. An I.C. based solid state control circuit for
switching Servo Motor. Features :- * Truly closed loop proportional Servo Controlled System. *
Fully Solid State Control Circuit. * + 1% Regulation. * Zero Wave from Distortion. * Negligible
losses - high efficiency 95% * No Phase shift-No effect of load power factor. * Works over wide
input frequency range. * High speed correction, from 20V / second to 35V / second. * Input
supply very high-very low indicators.
Key Feature
 Fast Correction rate and very high
efficiency.
 Works over wide input frequency range
and no waverform distortion.
 Specially designed high performance I.C.
based control circuit for ultra high
reliability.
 Over voltage and under voltage
indicators.
 Output voltage adjustability
provided on panel.
 All components used are of
reputed makes conforming to
relevent BiS standards.

24.  Auto / Manual operation facility.
 Stabilizers are subject to routine and type
testes in accordance with latest BIS
standards (BIS: 9815-94)
 Unaffected by Load Power Factor.
 Easy accessibility from all four
sides.
 Plug-in type glass-epoxy control
cards for easy on line
serviceability.
Advantages Of ABP Servo Voltage Stabilizers
 Corrects voltage automatically
and continuously.
 Induction motors operate at high
efficiency when supplied with
constant Voltage.
 Protects costly equipments from
menace of High/ Low Voltage,
thus cutting down the
maintenance cost.
 100% depreciation as per Income
Tax act.
 Increased Productivity.
 Low Production losses & better
efficiency in plant.
 Saves on diesel cost, as generator iS not
required to run at High / Low input
voltage.
 Reduction in electricity bills up to the
level of app. 15% (This depends on the
input variation, loading and the number
of working hours)
 Easy accessibility from all four sides.
 Reduces MDI and saves Power.
 Increased Productivity.

25. Field Of Application
 Information Technology and Call centers.
 Computer and Micro-Processor
Controlled Equipments.
 Sophisticated research instruments
used in Scientific, Medical,
Agriculture, Educational and other
Research institutions.
 Complete Hospital and Nursing
Homes
 Medical Equipments, X-Ray
Machines, E.C.G. Machines /
Monitors, MRI, CT Scans etc.
 Defence Installations, LPTs, HPTs,
Broadcasting and
Telecommunications.
 Lifts, Escalators and Elevators.
 Central Air-Conditioning Plants,
Processing Plant, Chemical
Industries, Textile Industries.
 Offset Printing Presses. Colour
Scanners, Processors,
Photographic, Photo Copiers and
Packaging Industries.
 Commercial Buildings and
Complexes.
 CNC Machines, Laser Machines
and Moulding Machines etc.
Technical Specification
 Capacity
 Input Voltage
 Output Voltage
 Regulation
1 KVA to 100 KVA (Single Phase)
3 KVA to 300 KVA (Three Phase)
160V - 260V, 140V - 270V (Single Phase) 300V -
450V, 240V - 470V (Three Phase)
220V / 230v / 240v Single Phase
380V / 400V / 415V Three Phase
± 1% or better.

26.  Supply Frequency
 Efficiency
 Effect of Load Power
Factor
 Wave form Distortion
 Rate of Correction
 Duty Cycle
 Response Time
 Cooling
 Over Load Capability
 No Load Losses
 Suitability
 Mounting
 Earthing
47 Hz - 53 Hz.
better than 97%
Nil
 Nil
 Better than 20V / sec. in AIR cooled models.
Better than 36V / sec. in OIL cooled models.
 100% continuous.
 Less than 100 ms.
 Air / Oil as per requirement.
 Upto 200% momentarily.
 Less then 0.8% over entire range.
 Suitable for 3 Ph. unbalanced/balanced supply &
unbalanced / balanced load.
 On Wheels
 Earthing Terminals Provided.

27. Selection Guide
Choosing the right KVA of a Servo Stabilizer
a. KVA of Stabilizer = H.P. of lift * 3
b. KVA of Stabilizer = Tonnage of A.C. plant * 2
c. KVA of Stabilizer = H.P. for Resistive loads
d. KVA of Stabilizer = H.P. or K.W./ Power factor for Reactive loads.
Note : While precuring / installing servo stabilizer on mains, care should be taken and ensure
that the capacity of servo voltage stabilizer is more than the maximum load
connected / Can be operated through it at any time.
SEALED MAINTENANCE FREE BATTERY (SMF BATTERY)
6V & 12V Maintenance Free SMF batteries are made in an eco-friendly, ISO Certified &
modern plant with a large manufacturing capacity and are being sold worldwide. There is a wide
range available to suit all applications of standby power requirements like UPS, Inverter and
Emergency Lights, Telecommunication equipment, Fire Alarm & Security Systems, Railway
Signaling, Electronic Attendance & Cash Registers, Solar Lanterns and Systems, etc. The VRLA
batteries come in factory charged conditions and have a high shelf life thereby requiring longer
time intervals between recharging of batteries in stock.
Salient Features
 Maintenance Free, made in a modern and eco friendly manufacturing facility.
 Lead calcium grid for extended life
 Wide operating temperature range
 Usable and rechargeable in any position
 Low self-discharge and long service life
 Leakproof construction
 High discharge recovery
 No memory effect
 Manufactured in an ISO 9001 certified facility

28. Focus of the study
The focus of the study was on the study of consumer satisfaction. Customer
satisfaction measures how well the expectations of a customer concerning a product or service
provided by your company have been met. So the study was conducted to find out the factors
which contribute in the satisfaction of customers.

29. Objectives of study
1. To analyze the satisfaction level of consumer with respect of:
 Quality
 Prize
 Convenience
 Battery life

30. Research Methodology
What is research?
Research can be defined as a scientific and systematic search for pertaining information on a
specific topic. We define research as the systematic design, collection, analysis and reporting of
data and findings relevant to a specific situation facing the company. The main aim of research is
to find out the truth which has not been discovering yet.
Research methodology
Research methodology is a way to systematically solve the research problem .it may be
understood as a science of study how research is done scientifically. In it we study the various
steps that are generally adopted by the researcher in studying his research problem along with the
logic behind them. It is a carefully investigation or inquiry especially trough search for new facts
in any branch of knowledge.
 Research Design:Research design is the guideline, which help the
Researcher to get the required information from the respondents
within thespecific time limit.
 Type of Research:
TYPE OF RESEARCH: - Exploratory cum descriptive research
 Nature of Research:The nature of research was quantitative.
 Type of questions:Standard and limited Probing
 Type of analysis:Statistical

31.  Sources of Data:-
There are two types of Data:-
1) Primary data:P r ima r y d a t a w a s c o lle c t e d w it h he lp o f
“questionnaire method”
2) Secondary data:-
 Internet
 Company records
 Brochure
 Books
•Sampling plan:
a) Sample size: The overall sample size was hundred
b) Sample element: customer of ABP power ltd.
c) Sample duration: 25th June 2017 to 15th July 2017
d) Sampling Procedure: Random Sampling.
•Research Instrument:The research instrument used was Questionnaire
(close-ended and open-ended).

32. Do you know about ABP power ltd?
Yes
No
Don’t know
Interpretation :- Here 80% people know about the company.
80%
20%
0%
Sales
yes no don't know

33. Which of the following produt you aware about?
UPS
Inverter
Servo Stabilizer
Interpretation :- According to the figure, maximum number of respondent are known about
UPS. My study is a great reference of UPS.
60%20%
20%
UPS INVERTER Servo Stabilizer

34. Are you satisfied with the quality of the product ?
Yes
No
Don’t know
Interpretation :- According to the figure, maximum number of respondent are satisfy with the
quality of the UPS.
.
60
30
10
yes
no
don't know

35. Are you satisfied with the price of the product ?
Yes
No
Don’t know
Interpretation :- According to the figure, maximum number of respondent are satisfy with price
of the product .
50
20
30
yes
no
don't know

36. Are you satisfied with convinence of the product ?
Yes
No
Don’t know
Interpretation :- According to the figure, maximum number of respondent are not satisfy with
the convinence of product.
30
50
20
yes
no
don't know

37. Do you think about the battery life of the product is long lasting?
Yes
No
Don’t know
Interpretation :- According to the figure, maximum number of respondent are satisfy with
battery .
60
30
10
yes
no
don't know

38. Are you satisfied with the design of the product ?
Yes
No
Don’t know
Interpretation :- According to the figure, maximum number of respondent are satisfy with the
design of product .
40
30
30
yes
no
don't know

39. Are you satisfied with the service of the product ?
Yes
No
Don’t know
Interpretation :- According to the figure, maximum number of respondent are satisfy with the
service of the product.
80
10
10
yes
no
don't know

40. Are you satisfied with after sale service of the product ?
Yes
No
Don’t know
Interpretation :- According to the figure, maximum number of respondent are satisfy with after
sale service of the product.
80
10
10
yes
no
don't know

41. Finding
 In this survey, it is found that maximum number of consumer’s(50%) are satisfied with
the product.
 Maximum number of person is satisfied with design and battery of the UPS.
 Maximum number of person is satisfied with the service of the company.
 Maximum number of respondent are satisfy with after sale service of the product.
 Maximum number of respondent are satisfy with the service of the product.

42. Limitation of the study
Every study conducted may have certain short comings and unfortunately ours is also similar
case. A few errors have crept in despite ours best effort to avoid them but it is expected that still
our study and finding are very much relevant. An error may have been due to the sample taken
not conforming to the actual population. This is because the sample is convenience sample.
Personal bias oe errorsof the interviewer might also have crept in some cases, while
interpreting the respondents, certain questions which are not properly responded by the
responders. Some of respondents have not responded totally.
 It is only for short period of time.
 Lack of professional approach since researcher is a student.
 The sample size is only 50 so the sample may not be truly representative of the
population

43. Suggestion
 They should easily provide the product to the customer.
 They should make their distribution channel strong.
 They should work on advertisement.

44. Conclusion
ABP is one of the best manufacturing company in India. ABP have knowledgeable sales
persons, the employees of ABP spend enough time before and during sales. The prices are
affordable as it is a low cost producer, attractive discounts are offered, waiting area is pleasing,
ABP service is excellent. The Maintenance Cost of the UPS is high .so that customers are
dissatisfied. Therefore, ABP has to work on convenience of the product. They provide best
service to the customer. And battery life of the product is also good.

45. Organization of the study
1. Chapter one explains the basic information of electronic company. It also includes
introduction about the customer satisfaction.
2. Chapter two refers to the research design which includes the problems, objectives, plan,
scope, importance and limitations of the study. Research methodology is also discussed in
it.
3. Chapter three gives the results and discussions.
4. Finding related to these are discussed in chapter four.
5. Chapter five relates to the suggestions.
6. Annexure is discussed at end.

46. Appendix
QUESTIONNAIRE
Please tell us about yourself
Name: ______________________________ _________
Age:
Do you know about ABP power ltd?
Yes
No
Don’t know
Which of the following product you aware about?
UPS
Inverter
Servo stabilizer
Are you satisfied with the quality of the product ?
Yes
No
Don’t know
Are you satisfied with the price of the product ?
Yes
No
Don’t know

47. Are you satisfied with convenience of the product?
Yes
No
Don’t know
Do you think about the battery life of the product is long lasting?
Yes
No
Don’t know
Are you satisfied with the design of the product ?
Yes
No
Don’t know
Are you satisfied with the service of the product ?
Yes
No
Don’t know
Are you satisfied with the after sale service of the product ?
Yes
No
Don’t know