feedback on customer satisfaction level of hcl
TRANSCRIPT
A REPORTON
“Feedback on customer satisfaction level of hcl desktops”
Submitted By:-ARSHEL AZAD
MBA 3rd Semester, Roll No: - 153/09Royal School of Business
Year- 2010
Institutional Guide :-Mrs. Babita Saikia (Faculty, MBA)
Company Guide :-Mr. Angshuman Roy (Sales Manager, HCL)
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CONTENTS
1 CHAPTER 1……………………………………………………………………………… 1
INTRODUCTION
COMPANY PROFILE
2 CHAPTER-2 …………………………………………………………………………….. 10
OBJECTIVE OF STUDY
SCOPE OF THE STUDY
LIMITATION OF THE STUDY
3 CHAPTER-3 …………………………………………………………………………..... 13
METHODOLOGY OF THE STUDY
STATISTICAL TOOLS AND TECHNIQUES USED
4 CHAPTER-4 …………………………………………………………………………… 17
ANALYSIS AND INTERPRETATION
5 CHAPTER-5 …………………………………………………………………………... 28
FINDINGS OF THE STUDY
6 CHAPTER-6 ……………………………………………………………………………30
RECOMMENDATION AND CONCLUSION
7 CHAPTER-7 ……………………………………………………………………………33
ANEXURE 1: BIBLIOGRAPHY
ANEXURE 2: SAMPLE QUESTIONNAIRE
2
ACKNOWLEDGEMENT
First of all I would like to thank the Almighty God for his blessings, without which I could not have completed this Project. I would also like to take the opportunity to thank the following persons who have provided their help and support in completion of my project in some way or the other. I express my sincere gratitude to my Institutional guide, Prof. S.P.Singh (Director, RGI) and Mrs.Babita Saikia (Faculty, MBA) and organizational guide Mr.B.K.Ghosh (Manager, HCL Infosystems. Ltd, Guwahati) and Mr.A.Roy (Sales Manager, HCL Infosystems. Ltd, Guwahati) for their immense support and full guidance that they have extended to me on the course of completing my Project Work. I would also like to thank our head of the department (H.O.D.), Mrs.A.Mimani (Faculty, MBA) for her guidance and immense support in the project.
I express my sincere gratitude to all faculty members for their help and support. I would also like to thank Director, Royal Group Of Institution for providing volumes of Books in the library which has aided me a lot in many aspects including the Project work.
Last but not the least, I express my gratitude to my family members and to all my friends for their immense help and support in the entire course of my project, which has encouraged me to move on in times of difficulties.
Date:
ARSHEL AZAD MBA 3rd semester Royal School of Business
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CHAPTER 1
INTRODUCTION COMPANY PROFILE
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1.1: Introduction
What drives the Indian IT market? As is the case with most nations in the early stages of the IT
maturity curve, the Indian market is prima. The hardware sector currently accounts for around 56
percent of total IT spending and is growing faster than other sectors of this industry. Looking at
the frenzy in the PCs marketplace, it’s fairly obvious that PCs are fuelling growth hardware
market. Perhaps the single largest contributor to this impressive growth is the burgeoning home
segment. Today, more than a third of all PCs shipped in a year make their way to the home
segment; and the way things are moving, this share will improve in future. This obviously means
that no vendor can afford to neglect this segment. The winners of the future will be the ones who
have in place a focused consumer strategy to address the home segment IDC’s "Millennium
Home" study reveals that the most important reason for purchasing a home PC revolve around
enhancing the family’s computer skills. In an era where people have realized the importance of
being IT literate, this finding springs no major surprises. Another important finding is that while
the chief wage earner of a household is the primary decision-maker in so far as PC purchase is
concerned, family and friends play an important role in influencing the decision. The survey also
reveals that average home PC user is around 28 years old however; IDC believes that as
computer education in schools becomes More widespread and more children start using PCs at
home, the average home PC user of the future might be younger.
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1.2: Profile of HCL
HCL- AN OVERVIEW
The HCL Enterprise is an electronics, computing and information technology company,
based in Noida, India. The company comprises two publicly listed companies in India - HCL
Technologies & HCL Infosystems . The 3-decade-old enterprise, founded in 1976, is one of
India’s original IT garage start-ups. Its range of offerings span Product Engineering, Technology
and Application Services, BPO, Infrastructure Services, IT Hardware, Systems Integration, and
distribution of ICT products. The HCL team comprises approximately 55,000 professionals of
diverse nationalities, who operate from 18 countries including 360 points of presence in India.
HCL has global partnerships with several leading Fortune 1000 firms, including leading IT and
Technology firms.
Mission Statement Of HCL :-We enable business transformation and enrichment of lives by delivering sustainable
world class technology Products, Solutions & Services in our chosen markets thereby creating
superior shareholder value.
Vision Of HCL :-A global corporation enriching lives and enabling business transformation for our
customers, with leadership in chosen technologies and markets. Be the first choice for employees
and partners, with commitment to sustainability.
Quality Policy Of HCL :-We shall deliver defect free products, services and solutions to meet the requirements of our
external and internal customers the first time, every time.
Core Values Of HCL :-
We shall uphold the dignity of the individuals.
We shall honor all commitments.
We shall be committed to quality , innovation and growth in every endeavor.
We shall be responsible corporate citizens.
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History of HCL
In 1976, during lunch time at Delhi Cloth Mills (DCM), a group of six young engineers
in the office canteen were discussing their work woes at DCM's calculator division. Despite them
all have having jobs that paid them well, they were an unhappy lot -- they wanted to do more,
riding on their own gumption. They decided to quit their jobs and start a venture of their own.
The man who was fuelling the ambitions of his five other colleagues at that canteen was a 30
year old engineer from Tamil Nadu, Shiv Nadar. And this is how the story of Hindustan
Computers Limited i.e. HCL began.
Nadar and his five colleagues quit DCM in the summer of 1976. They decided to set up a
company that would make personal computers. They had gathered enough technical expertise at
DCM's calculator division, but like for all start-ups, getting funds was the problem. However,
Nadar's passion for his new dream company and the support of his enthusiastic colleagues soon
made the task very easy. Nadar would first have to gather cash to give wings to his idea of
manufacturing computers. He floated a company called Microcomp Limited -- through which he
would sell teledigital calculators. This venture threw up enough cash to allow the founders to
give shape to their ultimate dream to manufacture computers in India at a time when computers
were just sophisticated cousins of the good old calculator but support also came from the Uttar
Pradesh government.
Finally, the founders put together Rs 20 lakh (Rs 2 million) and HCL was born. The year
after HCL was floated; the Indian government reigned in the ambitions of the foreign companies
in India. This pronounced the death knell of companies like IBM and Coca-Cola while bells
began to ring for Indian entrepreneurships like HCL. HCL started shipping its in-house
microcomputers around the same time as its American counterpart Apple, and took only two
more years to introduce its 16 bits processor. By 1983, it indigenously developed a relational
data based management system, a networking operational system and client-server architecture,
almost at the same time as its global peers. The road to the top was now in sight and HCL took it
a step further by exploring foreign shores.
HCL's first brush with international business came about in 1979 when it set up a venture in Singapore; it was called Far East computers. HCL was only three years old and its net worth was
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around Rs 3 crore (Rs 30 million). Shiv Nadar set up an ambitious target for the venture and notched up sales of Rs 10 lakh (Rs 1 million) in the very first year. Even as it was basking in its success in Singapore, HCL planned a whole new area of expansion and it tapped into a territory that was lying unexplored in the country - computer education. Sensing the increasing demand for computer training, HCL set up NIIT in 1981 to impart high quality IT education in India.
In 1984, the Indian government announced a new policy that would change the fortunes of the
entire computer industry. The government opened up the computer market and permitted import
of technology. With new guidelines and regulations in place, HCL grabbed the opportunity to
launch its own personal computer. The demand for personal computers was slowly but surely
mounting in the Indian market. Most banks were shifting to the UNIX platform. A few
companies approached HCL for personal computers, so, the founders flew all over the world to
bring back PCs they could take apart, study and reproduce and indigenously upgrade. Their first
innovative personal computer was ready in three weeks' times and soon they launched their first
range of computers, and they called it the Busybee. In two years, HCL became one of the largest
IT companies in India. The founders now went to different corners of the country to set up sales
and marketing offices and it now needed the brightest minds to take it to the next level of
competition.
The adrenaline rush of the first half of the 1980s and the rapid expansion strategy soon
caught up with HCL. A turning point came in 1989, when HCL on the basis of a report by
McKinsey and Company decided to venture into the American computer hardware market. HCL
America was born but the project fell flat on its face. HCL had failed to follow a very crucial
step necessary to enter the US market. A big disappointment was on its way. It didn't take too
long for HCL to brush off the disappointment in the US. Its first failure in the US was set aside
in 1991 and HCL entered into a partnership with HP (Hewlett-Packard) to form HCL HP
Limited. It opened new avenues for HCL and gave opportunities to firm up its revenues.
In three years, another new possibility came knocking at its door and in 1994, HCL
looked beyond PCs and tied up with Nokia cell phones and Ericsson switches for distribution.
From 70s to 90s, the HCL story was one of steady rise but in the face of its rapid
expansion and continuous flow of achievements, Shiv Nadar didn't anticipate that he would be in
for a rude shock and that it would come from someone very close. In 1998, Arjun Malhotra, Shiv
Nadar's comrade and friend decided to leave the company to start his own TechSpan,
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headquartered in Sunnyvale, California. He was also one of the largest shareholders in HCL
Infosystems at that time. The revenues were shrinking from the hardware sector and Nadar now
decided to redesign HCL. The company once again needed funds to grow and this time around,
Nadar decided to look at the capital market. An initial public offer (IPO) was made on the Indian
Stock Exchange in 1999, which was a stupendous success.
Shiv Nadar now put aside his dream of becoming a global hardware major and venture
into software with an open mind and a clean slate. Technology was opening up vistas of
opportunities in the software sector and HCL now wanted to build new businesses. Global
business became a priority, so, now they started a BPO in Ireland in 2001. His partner in this
ambitious venture was British Telecom. The years that followed saw HCL in an expansion
mode. In 2005 alone, HCL signed a software development agreement with Boeing for its 787
dreamliner programme. A venture with NEC, Japan was next to follow. It even brought out the
joint ventures Deutsche Bank and British Telecom's Apollo Contact Center. In the same year,
HCL Infosystems launched it sub Rs 10,000 personal computer and joined hands with AMD and
Microsoft to bridge the digital divide.
The successes of 2005 spilled over into 2006 and the company now produced over
75,000 machines in a single month, with more parallel joint ventures growing on its list.
Hindustan Computers Ltd today is an empire worth $3.5 billion with staff strength of 60,000.
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EXECUTIVE MANAGEMENT TEAM OF HCL
1) AJAI CHOWDHRY
Chairman & CEO (Chief Executive Officer ,HCL).
2) J V RAMAMURTHY
President and Chief Operating Officer, HCL.
3) SANDEEP KANWAR
CFO (Chief Financial Officer) & EVP ,HCL.
4) HARI BASKARAN
EVP (Executive Vice President, He heads the Distribution and Marketing Services and Retail business division for HCL).
5) GEORGE PAUL
EVP (Executive Vice President, He heads the Marketing Function along with HCL R&D).
6) RAJEEV ASIJA
EVP (Executive Vice President , He heads the Enterprise Solutions & services of HCL).7) RAJENDER KUMAR
EVP (Executive Vice President, He heads the Corporate Initiatives including Quest for Excellence Program,HCL).
8) M CHANDRASEKARAN
Sr. VP (Senior Vice President, He heads the office automation products business for HCL ).
9) VIVEK PUNEKAR
VP HR ,( He heads the Human Resource function for the company).
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HCL Achievements-
HCL Infosystems has been acknowledged and rewarded for its support, innovative products and
solutions and dedication countless times. List of rewards and recognitions that HCL Infosystems
has won are listed below :-
1) HCL was ranked among the top Fast 500 Asia Pacific 2006 program by
Deloitte Technology,Media & Telecommunications.
2) HCL received three Channels Choice 2007 awards for Relationship
Management, After Sales Support & Commercial Terms from DQ
Channels, based on an IDC channel satisfaction survey.
3) HCL Infosystems was presented with the ‘Top Organization -2006’
award by Institute of Marketing Management (IMM) in recognition of its
innovation in marketing management.
4) HCL won the Amity Corporate Excellence Award in the Computer
hardware category.
5) India’s Most Preferred Personal Computer Brand by CNBC AWAAZ
Consumer Award 2007.
6) ‘The Most Responsive Company 2005’ – IT Hardware Category by the
Economics Times-Avaya Global Connect.
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Alliance & Partnership of HCL -In order to provide world-class solutions and services to all the customers, HCL
have formed Alliances and Partnerships with leading IT companies worldwide. HCL Infosystems
has alliances with global technology leaders like Intel, AMD, Microsoft, IBM, Bull, Toshiba,
Nokia, Sun Microsystems, Ericsson, NVIDIA, SAP, Scansoft, SCO, EMC, Veritas, Citrix, CISCO,
Oracle, Computer Associates, RedHat, Infocus, Duplo, Samsung and Novell.
These alliances on one hand give them access to best technology & products, as well as
enhancing them in understanding of the latest technology. On the other hand they enhance their
product portfolio, and enable them to be one stop shop for the customers.
Relationships and Partnership of HCL –
HCL strongly believes in the power of relationships and partnership. Leveraging over three
decades of experience in total technology solutions, it’s their commitment to help the partners to
be as successful as possible. They provide partners to access HCL’s innovative technologies,
marketing strategies and value added services. By working on every aspect of the ICT industry,
HCL now have the experience to create world class products and services to help the partners ,
so that they give the best to their customers.
Advantage HCL -
HCL's labs - Pioneers in design, development and building ICT products.
India's largest Hardware, System Integration, Networking Solutions & Distribution
Company.
3 decades of expertise in technology solutions.
Partners with leading global players to provide the best of solutions to end users.
The largest manufacturer of PCs and Laptops in India.
Largest direct sales, digital lifestyle product distribution and retail network.
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Extensive service network that reach out to 4,000 towns.
CHAPTER 2
OBJECTIVES SCOPES LIMITATIONS
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2.1: OBJECTIVES
2.1.1 PRIMARY OBJECTIVE:
The primary objective of the project is to get a “feedback on the level of customer
satisfaction for HCL desktops” in Guwahati, Assam.
2.1.2 SECONDARY OBJECTIVES :
To find out the level of needs and expectations of HCL desktops
in the minds of the people of Guwahati.
To find out the level of technical competence of HCL employees
in rendering services to their customer
To find out the level of satisfaction on the pricing of HCL
desktops.
2.2: SCOPE OF THE STUDY:-
There is a scope to use the result of this study to improve the quality and performance of
HCL desktops.
This study can also be used to improve the technical support and services to the
customers of HCL desktops.
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2.3 LIMITATIONS OF THE STUDY:-
This study has been carried out in Guwahati city and the findings and conclusion drawn
are based on the data gathered in Guwahati city only.
Even within each location the sample has not been collected from every place because of
resource constraints-time and environmental problems.
Response error might have occurred. Most of the respondents have an unprofessional
attitude and were not very enthusiastic about answering the questions since they felt
that it would not be of any use to them. Hence, the authenticity of the information
could be doubted. Moreover the respondents - intentionally or unintentionally might
have provided inaccurate answer to the survey question.
Finally this study was covered within a short span of just two months. Thus due to
scarcity of time and resources, a more detailed study could not be undertaken
Due to these limitations, the conclusions, which have been drawn, are subject to criticisms at
every stage of its analysis and presentation. This report may not provide the best possible
picture of the market scenario, and the work done here can always be made better and improved.
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CHAPTER 3
METHODOLGY OF STUDY
TOOLS AND TECHNIQUES USED
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3.1: Research design
The research design is of descriptive in nature. Descriptive Research is characterized by a
pre-planned and structured design. Descriptive research is defined as fact findings with adequate
interpretations. Fact finding would involve just data gathering. In descriptive research more is
involved in the form of reflecting thinking. Reflective thinking relates the facts gathers to the
objectives and the assumption of the study. It, therefore, means that the descriptive entail an
objective and assumptions behind that objective. In descriptive research the analysis of data are
discussed and interpreted. For this type of research, sufficient time and care had to be employed
for training research question to meet the research objective, deciding the type of data to be
gathered and the procedure to be used for this purpose. The entire analysis and findings have
been aided by interviews with customers who have contributed to this project by means of
expression of their respective perceptions on different brands of mobile phones.
3.2: Sources of data
The data collected for the study was of primary in nature. The data were obtained through
interview of the consumer in Guwahati city with the help of a questionnaire. The main advantage
of primary data is that the data are directly collected towards the purpose of the research.
3.3: Designing data collection forms
Once the decision in favor of collection of primary data was taken, it is to be decided about the
mode of collection. The two methods by which primary data can be collected are-
Observation
Communication
It was preferred to communicate people rather then just observing them. So, a questionnaire was
used to collect requisite information. The questionnaire can be classified into two main types:
Structured
Non Structured
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A structured questionnaire was designed for this research, where the purpose of the research was
disclosed to the respondents and questions were listed in a Pre-determined order. Questionnaire
was designed keeping the following in mind:
Types of information to be collected
While attempting to design the questionnaire, it was decided what kind of information from the
survey to be collected.
Type of Questions-
The second important aspect in designing of a questionnaire was to decide which type of
question to be used. The following option was chosen
Multiple-choice questions, with using:
Rank-order scale questions
3.4: Sample size
The sample size for this survey was 25.
3.5: Sampling procedure
To obtain a representative sample from the target population, Non-Random Convenience
Sampling Method is used and then survey was done with the help of questionnaire to get the
required information
3.6: Sampling plan
Elements: One who possesses HCL desktops.
Unit: Offices, Educational institutions, students are taken as the sampling units.
Time: Time taken for the study is 60 days i.e from 1st June2010 to 31st July2010.
Extent: The study has been conducted in the Guwahati city.
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3.7: Questionnaire for the study
The questionnaire has been prepared keeping in mind the objectives of the study. Each
question in the questionnaire helps in one way or other in achieving the objectives. Maximum
questions in the questionnaire are close ended which saves time and makes the responses hustle
free. Open-ended questions are used where it is necessary to use. A copy of the questionnaire is
included in the Annexure.
- Calculation of rank scores:In the questionnaire rank order questions have been introduced to rank the perception of the
respondents regarding the branding elements of different brands. Ranks were assigned from 1 to
5 (5 for the best and 1 for the worst).
3.8: Tools used for the analysis
Tools:
The Microsoft Excel and Microsoft Word software has been used for processing and analyzing
the data. The data has been presented with the help of graphical representation like bar diagrams
for convenience in understanding the results and their interpretation.
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CHAPTER 4
ANALYSIS AND INTERPRETATION
20
4.1: Analysis and interpretation
The main motive and purpose behind the study is to know the level of satisfaction the customers
are having on using the HCL desktops. This would help us to know about other aspects like the
technical competence, customer services, quality and performance etc. of HCL desktops. Simple
statistical tools like bar diagrams are being used for easy understanding of the findings of the
study. The findings are followed by the interpretations.
4.1.1: HCL’s responsiveness in dealing with customers
very dissatis-fied
dissatisfied average satisfied very satisfied0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
0%4%
44% 44%
8%
percentage
Fig.(a)
INTERPRETATION:
From the above figure it is seen that
44% of customer’s satisfaction level is average. 44% of customers say that they are satisfied. Only 8% of customers are very satisfied with the responsiveness.
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ANALYSIS: From the above figure it can be said that HCL’s responsiveness in dealing with the customers is at an average level and has further scope for improvement.
4.1.2: Quality and performance
_
very dissatis-fied
dissatisfied average satisfied very satisfied0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
8%
40%
24% 24%
4%
percentage
Fig(b)
INTERPRETATION:
From the above diagram it can be interpreted that
Majority of the customers are satisfied with the quality and performance of HCL desktops
Negligible percentage of customers is unhappy with the quality and performance.
ANALYSIS: It can therefore be analysed that the quality of the HCL desktops provided is fairly good and the expectations and needs of the customers.
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4.1.3: Technical support and competence
Fig(c)
INTERPRETATION: From the above diagram it can be said that
Majority of the customers are not satisfied with the technical support provided to them. There is a very negligible percentage of customers who are satisfied with the services.
ANALYSIS: It is clear from the above diagram that HCL’s technical support and competence is lacking behind and is failing to satisfy a majority of their customers. HCL needs to improve the technical competence of their engineers to provide services to their customers.
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4.1.4: Response to quality service to customers
_
_
Very dissatis-fied
dissatisfied average satisfied very satisfied0%
10%
20%
30%
40%
50%
60%
0%4%
28%
56%
12%
Percentage
Fig(d)
INTERPRETATION:
The above figure shows that
The 56% of customers are satisfied at an average level. 28% customers are satisfied with the service provided to customers. But around 20% of customers are not satisfied with the services provided.
ANALYSIS: From the interpretation provided it is clear that the quality of service provided to the customers of HCL are not up to the expectation level. Hardly 30% of the customers are satisfied with the services. Thus HCL requires implementing measures to improve the quality of service to their customers.
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4.1.5: HCL desktops pricing
-
Very dissatis-fied
dissatisfied average satisfied very satisfied0%
10%
20%
30%
40%
50%
60%
0%4%
28%
56%
12%
Percentage
Fig(e)
INTERPRETATION:
The above figure shows that
56% of customers are happy with the pricing of HCL desktops. 12% of customers are very satisfied with the pricing. Around 30% of the customers are averagely satisfied with the pricing of HCL desktops.
ANALYSIS: From the above interpretation it is clear that more than 95% of the customers of HCL desktops are happy with the pricing of their desktops. Therefore there are no important issues to be solved regarding the price level of HCL desktops.
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4.1.6: Value quotient of HCL desktops
_
Very dissatis-fied
Dissatisfied Average Satisfied Very satisfied0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
0%
8%
44% 44%
4%
Percentage
Fig(f)
INTERPRETATION:
From the figure it is interpreted that
Around 90% of the customers fairly believe that the desktops of HCL provide them with the value for their purchase and are at par with their expectations.
ANALYSIS: The HCL engineers have done a good job in providing value to their customers and must strive to maintain this position in the future also.
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4.1.7: Repurchase quotient of HCL desktops
_
Very dissatis-fied
Dissatisfied Average Satisfied Very satisfied0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
4%
20%
44%
28%
4%
Percentage
Fig(g)
INTERPRETATION:
From the above bar diagram provided it can be interpreted that
Only 32% of the customers are willing to repurchase HCL desktops About 44% of the customers are averagely happy with HCL and may or may not
repurchase HCL desktops again About 25% of the customers have refused to repurchase HCL again.
ANALYSIS: There is a mixed type of response from the customers of HCL desktops on retention of the same brand of desktop in the future as majority of the customers are either at an average level or have refused to retain HCL again. HCL needs to work on customer retention.
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4.1.8: Recommending HCL to friends and relatives
_
Very dissatis-fied
Dissatisfied Average Satisfied Very satisfied0%
10%
20%
30%
40%
50%
60%
8%
16%
48%
28%
0%
Percentage
Fig(h)
INTERPRETATION:
The above diagram interprets that
About 25% of the customers are not satisfied with HCL desktops and will not recommend others to purchase HCL.
About 50% of the customers are neutral on this fact and may or may not be recommending others to buy HCL desktops.
ANALYSIS: From the interpretation of the above diagram, it can be analyzed that there isn’t a very high level of recommendations of HCL desktops by the users to purchase HCL, which indicates that there are certain factors on which the customers aren’t satisfied and need to be looked upon. HCL needs to rectify these factors soon for a better market share.
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4.1.9: Experiences with HCL
_
Very dissatis-fied
Dissatisfied Average Satisfied Very satisfied0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
0%
28%
40%
32%
0%
Percentage
Fig(i)
INTERPRETATION:
The above diagram interprets that
56% of the customers have had a fairly good experience with the brand HCL.
About 30% of the customers are happy with the experiences with the HCL team.
But around 16% of the customers have had a bad experience with HCL.
ANALYSIS: From the interpretations it is clear that a majority of the customers are happy with their experiences with HCL, but there are also some customers who are not satisfied with responses from HCL. Thus HCL needs to identify the loop holes and correct them to provide better services to their customers.
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4.1.10: Overall level of satisfaction
_
_
Very dissatis-fied
Dissatisfied Average Satisfied Very satisfied0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
0%
28%
40%
32%
0%
Percentage
Fig(j)
INTERPRETATION:
The above diagram says that
40% of the customers are fairly satisfied with the services provided by HCL desktops. 32% of the customers are satisfied on using HCL desktops. 28% of the customers are dissatisfied with the services of HCL desktops.
ANALYSIS: The above interpretation indicates that 70% of the customers are to certain extent happy with the service provided by the HCL desktops to them, but a fair percentage of customers are not happy with HCL which a matter of concern for HCL.
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CHAPTER 5
FINDINGS OF THE STUDY
31
5: Findings
Most of the customers are satisfied with HCL’s responsiveness in dealing with them and find a friendly gesture from the HCL team.
HCL desktops are able to meet the expectations of around 90% of the customers regarding the quality and performance of the desktops
. Around 40% of the customers of HCL desktops are not satisfied with the technical
support provided by the HCL engineers and they commented that the HCL engineers lack technical competence in their services.
The quality maintenance of the HCL desktops are not satisfactory i.e the HCL team have failed to maintain the quality in providing services to the users of HCL desktops. Timely and proper maintenance servicing has not been provided.
The pricing strategy of the HCL desktop is extremely good and the customers are happy to pay the price.
The HCL desktops have provided value to their customers regarding price and services to a fairly good extent
HCL’s customer retention is not very strong as most of the customers are uncertain about repurchasing any HCL desktops in the future.
As a whole HCL’s experiences with their customers and level of services provided are fairly satisfactory, but also has many areas where HCL needs to improve upon for a better market share and brighter future.
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CHAPTER 6
RECOMMENDATIONS CONCLUSION
33
6.1: Recommendations
From the study it has been found that HCL has had a good record in dealing with their new customers and they have also provided quality and performance fulfilling the expectations of the new buyers. So it is recommended implementing more sources in this sector to maintain the good work.
Most of the respondents have rated against the technical competence of the HCL engineers and are unhappy with the technical support provided to them. It shows that HCL has not been able to provide efficient after sales service in respect of maintenance of the desktops. It is recommended that further training should be provided to the technicians and employees working in this field, so that the services are improved
It is amazing to find that most of the respondents are very satisfied with the pricing of the HCL desktops. The price strategy of HCL desktops is readily accepted by the masses and it is recommended to maintain the same strategy in the future also.
The customer retention power of HCL has not been strong and only a minor strength of customers is willing to repurchase a HCL desktop in the future again. As a result they also do not recommend HCL to any of their friends or relatives. The poor after sales service of HCL may be a major factor for this scenario. It is therefore again recommended to take immediate steps to improve the after sales services to their customers.
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6.2: Conclusion
From the analysis and findings of the study it can be concluded that HCL has had a good reputation in the IT market in the desktop segment and has supplied their customers the expected level of quality, performance and pricing. They are able to provide their customers a fair level of experiences in associating with them and thus incorporating a good impression in the minds of the people. But however the only aspect in which HCL is lacking behind is technical services provided by them to the users of the desktops, which is creating hurdles in their path to success. With the IT market growing very fast and other IT giants coming into the market, HCL must improve the efficiency of their technicians with further training and knowledge so that they provide with good after sales services, which would also help them retain their customers to a longer time. This way HCL can have a bright future ahead and sustain the changes in the environment.
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CHAPTER 7
ANNEXURE
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7.1: BIBLIOGRAPHY
Websites
www.hclinfosystems.in
www.hcl.in
www.google.com
Books
Philip Kotler, Kevin Lane Keller (2006).Marketing Management.
India- Dorling Kindersley Pvt. Ltd.
G. C Beri (2007).Marketing Research . India-McGraw Hills Pvt. Ltd.
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7.2: Sample Questionnaire
QUESTIONNAIRE ON CUSTOMER SATISFACTION
HCL INFOSYSTEMS LTD
I would be grateful to you, if you could spare a few minutes to complete this customer satisfaction questionnaire to help us ensure that our standard of customer care exceeds your expectations wherever possible. It is ensured that the information provided by you will be kept confidential.
PERSONAL DETAILS:
NAME:…………………………………………………………………………SEX:…………..
ORGANISATION IN WHICH WORKING/STUDYING:
………………………………………………………………………..
DESIGNATION:…………………………………………………………………………………
MAILINGADDRESS:
………………………………………………………………………………………………………
…………………………………………………………………………
…………………………………………………………………………………………………….
Email:…………………………………………………………………………………………….
Ph no.:…………………………..
If you are highly satisfied, then rate it as 5 and if you are not satisfied at all, rate it as 1i.e please rate it within 1 to 5 scale.1= Very dissatisfied2= Dissatisfied3= Average4= Satisfied5= Very satisfied
1. How would you rate HCL’s responsiveness in dealing with you?
Ratings:…………………………………………..
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2. How do you rate HCL desktop services, do they meet your expectations and needs
regarding quality and performance?
Ratings:…………………………………………….
3. If you received any technical support, how do you rate the technical competence of our
engineers and their response time?
Ratings:………………………………………….
4. How do you rate our response to quality management to ensure complete customer
satisfaction?
Ratings:…………………………………………..
5. How would you rate your level of satisfaction with HCL in regards to price?
Ratings:……………………………………………
6. How would you rate your level of satisfaction with HCL in regards to value?
Ratings:…………………………………………….
7. How likely are you to repurchase products and services from HCL?
Ratings:……………………………………………..
8. How likely are you to recommend HCL to a friend or relative?
Ratings:……………………………………………..
9. How would you rate nthe overall quality of your relationship with HCL, all your
experiences with them?
Ratings:…………………………………………….
10. How would you rate your level of satisfaction with HCL regarding customer service?
Ratings:…………………………………………….
Thank you sir/madam for information.
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