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Submitted by
M.VIJAY KUMAR
H T. NO. 092-08-115
PROJECT SUBMITTED IN PARTIAL FULFILLMENT FOR THE
AWARD OF DEGREE
MASTER OF BUSINESS ADMINISTRATION
By
GRAHAMBELL P.G. COLLEGE(Affiliated to Osmania University)
THUMKUNTA, SHAMIRPET,SECUNDERABAD 500078.(2008-2010)
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DECLARATION
I, M.VIJAY KUMAR, a student of M.B.A(Marketing) here-by declare
that the project report entitled CONSUMER PERCEPTION OF LG with special
reference to LG ELECTRONICS at LG ELECTRONICS PVT. LTD,
Uppal.
This project report is submitted in partial fulfillment of the requirement
for the award of MASTER OF BUSINESS ADMINISTRATION from
GRAHAMBELL PG COLLEGE affiliated to OSMANIA UNIVERSITY,
Hyderabad, for the year 2008-2010.
Date:
Place:
M.VIJAY KUMAR
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ACKNOWLEDGEMENT
A Good start leads to a Fine end. The ideal way to begin documenting
this project work would be to extend my earnest gratitude to everyone
who has encouraged, motivated and guided me to make a fine effort for
successful completion of this project.
I am very thankful to Mr/Mrs_____________, faculty of business
management for guiding me throughout the project. My sincere Gratitude
to the College Management for extending their co-operation for
successful completion of my project.
A final word of thanks goes to my Parents, Friends and everyone else
who made this project possible. Your contributions have been most
appreciated
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CHAPTER-1
INTRODUCTION
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INTRODUCTION TO MARKETING
Marketing is a social and managerial process by which individuals and
groups obtain what they need or want through creating, offering, and
exchanging products of value with others.
This definition of marketing rests on the following core concepts:
Needs, wants, and demands; products (goods, services and ideas); markets;
and marketers and prospects. These concepts are illustrated
TRENDS:
Marketing is not like Euclidean geometry, a fixed system of concepts
and axioms. Rather, marketing is one of the most dynamic fields within the
management arena. The marketplace continually throws out fresh challenges,
and companies must respond. Therefore it is not surprising that new
marketing ideas keep surfacing to meet the new marketplace challenges.
A growing emphasis on quality, value and consumer perception.
A growing emphasis on relationship building and customer retention.
A growing emphasis on building strategic alliances and networks.
A growing emphasis on global thinking and local market planning.
A growing emphasis on direct and online marketing.
A growing emphasis on services marketing.
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A growing emphasis on ethical marketing behavior.
INTRODUCTION :
The projects deal with the consumer perception. The
survey is conducted to know the perception of the customers who is having a
Television of LG and other competitive brands.
TELEVISONS:
A television is the product produced by the differentcompanies. It is used to entertain us. And we can know more information like
news and much more information from the news channels. At present, there
are many models available in the LG Company.
PLASMA TELEVISION
LCD TELEVISION
MARQUIS PLUS
SOUND MASTER
GOLDEN EYE
The companies, which produce televisions, they are:
LG
BPL
ONIDA SAMSUNG
THOSHIBAOTHERS
This project is done in regarding to the LG Colour television.
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CONSUMER PERCEPTION
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THEORATICAL PERSPECTIVE
Customer:
Customer is defined as anyone who receives that which is produced by
the individual or organization that has value.
Customer expectations are continuously increasing. Customers
seek out products and producers that are best able to satisfy their requirements.
A product does not need to be rated highest by customers on all dimensions,
only on those they think are important.
Consumer perception:
Consumer perception is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business.
Disperception------------- Perception Expectations
Consumer perception is an ambiguous and abstract concept and the
actual manifestation of the state of perception will vary from person to person
and product/service to product/service. The state of perception depends on a
number of both psychological and physical variables which correlate with
perception behaviors such as return and recommend rate. The level of perception
can also vary depending on other options the customer may have and other
products against which the customer can compare the organization's products.
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IMPORTANCE OF CONSUMER PERCEPTION:
Exceptional customer service results in greatercustomer retention,
which in turn results in higher profitability. Customer loyalty is a major
contributor to sustainable profit growth. To achieve success, a company must
make superior service second nature of the organization. A seamless
integration of all components in the service-profit chain employee perception,
value creation, consumer perception, customer loyalty, and profit and growth
links all the critical dynamics of top customer service.
Satisfying the customer is a race without finish." Vernon Zelmer
Many companies forget that satisfying customer needs and continuous value
innovation is the only path to sustainable growth. This creates opportunities for
new, smaller companies to emulate and improve upon what made their bigger
competitors successful in the first place and steal their customers.
1. It costs between five and six times more to attract a new customer than to
keep an existing one.
2 Companies can boost profits anywhere from 25 to 125% by retaining merely
5% more existing customers.
3. Only one out of 25 dissatisfied customers will express disperception.
4. Happy customers tell 4 to 5 others of their positive experience. Dissatisfied
customers tell 9 to 12 how bad it was.
5. Two-thirds of customers do not feel valued by those serving them.
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MEASURING CONSUMER PERCEPTION:
It's a well known fact that no business can exist without customers.
Organizations are increasingly interested in retaining existing customers while
targeting non-customers. Measuring consumer perception provides an indication
of how successful the organization is at providing products and/or services to the
marketplace.
Companies conducting consumer perception research should strive to determine:
* What product and service issues are important to customers?
* How does the subject company perform on these issues?
* How do the issues impact future purchase intent?
* The second step is to select a survey methodology, considering population
size, geography and demographics. The format and feedback should:
* Accurately reveal status and performance.
* Objectively understand the customer's perspective.
* Provide actionable information for reaching total consumer perception.
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* Provide useful information on the marketplace and the competitive
environment
Since, perception is basically a psychological state; care should be taken
in the effort of quantitative measurement, although a large quantity of research
in this area has recently been developed.
Berry, Brodeur defined ten 'Quality Values' known as the ten domains of
perception which influence perception behavior.
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These ten domains of perseption include:
1. Quality
2. Value
3. Timeliness
4. Efficiency
5. Ease of Access
6. Environment
7. Inter-departmental Teamwork
8. Front line Service Behaviors
9. Commitment to the Customer
10. Innovation
These factors are emphasized for continuous improvement and
organizational change measurement and are most often utilized to develop the
architecture for perception measurement as an integrated model. Parasuraman,
Zeithaml and Berry provide the basis for the measurement of consumer
perception with a service by using the gap between the customer's expectation of
performance and their perceived experience of performance. This provides the
measurer with a perception "gap" which is objective and quantitative in nature.
One of the indicators of a Companys health, Consumer perception, can be
found through market analysis. Satisfied customers usually lead to more sales
and profit, making it a strong indicator of company performance.
CRITERIA FOR CONSUMER PERCEPTION:
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APPROACHES TO ACHIEVE CONSUMER PERCEPTION:
According to Adrian Thompson Consumer perception can be achieved by the
following 7 approaches:
1. Encourage Face-to-Face Dealings & Honor the companys Promises
2. Respond to Messages Promptly & Keep your Clients Informed
3. Be Friendly and Approachable
4. Have a Clearly-Defined Customer Service Policy
5. Attention to Detail (also known as 'The Little Niceties')
6. Anticipate Client's Needs & Go Out Of Your Way to Help Them Out
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BENEFITS OF CONSUMER PERCEPTION:
1. Customers stay with the company longer.
2. Customers deepen their relationship with company.
3. Customers demonstrate less price sensitivity.
4. Customers recommended companys products or services to others.
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COMPANY
PROFILE
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HISTORY
Established in 1997, LG Electronics India Pvt. Ltd. is a wholly
owned subsidiary of LG Electronics, South Korea. In India for a decade now,
LG is the market leader in consumer durables and recognized as a leading
technology innovator in the Information Technology and Mobile
communications business. LG is the acknowledged trendsetter for the
consumer durable industry in India with the fastest ever nationwide reach,
latest global technology and product innovation. One of the most formidable
brands, LGEIL has an impressive portfolio of Consumer Electronics, Home
Appliances, GSM mobile phones and IT products.
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have Health Air System, which preserve the nutrition in food and
washing machines have Fabric are System, which takes the health factor
down to ones clothes. All the products offered by the company have
unique technologies, developed by its R&D departments that givecustomers a healthier environment to live-in.
The year 2001 witnessed LG becoming the fastest growing
company in the consumer electronics, home appliances and computer
peripherals industry. The company had till the month of October 2001
achieved a cumulativ4e turnover of Rs 5000 Crores in India since its
inception in 1997, making it the fastest ever Rs 5000 Crores clocked by
any company in the Indian consumer electronics and appliances industry.
Having achieved this milestone, LG achieved another benchmark with the
first ever sales of One Lakh ACs (Windows and splits in a calendar year).
LG is poised to surpass its turnover target of Rs 2700 Crores this year and
clock a turnover of Rs 3000 Crores.
LG Electronics India is the fastest growing company in the
consumer electronics, home appliances and computer peripherals industry
today. LG Electronics is continually providing superior technology
products & value for money to over 50 lakh households in India. This
year, LG has emerged as the leader in Colour Televisions having set the
sales target of one million units of color Television for 2002; LG has
already achieved the one million mark in the month ahead of its target.
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FINANCIAL PERFORMANCE:
LG electronics achieved turnover of 19.03 billion for the year 2000
against Rs.10.56 billion in the fiscal year of 1999. The company has also
outlined an initial target turnover of Rs 25 billion for 2001. The company has
achieved a profit before tax of Rs 750 million, up from Rs 570 million last
year.
IT INITIATIVES FOR 2003:
LG electronics has achieve its targeted turnover of Rs 2 billion from
its IT range of products in 2000 and Rs 5 billion in 2001.Compared to an
industry LGAR of 45%, LG has a growth of 100% over last year. It may
increase its market share in the PC monitor segment from 24% in 2000 to 31%
in 2001.
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% CONTRIBUTION BY PRODUCT CATEGORY TO TOTAL
TURNOVER:
PRODUCT
CATEGORY
199
9
200
0
200
1
200
2
200
3
200
4
200
6
2007
Consumer
electronics
55% 42% 40% 38% 37% 39% 40% 43%
Home
appliances
45% 48% 40% 39% 35% 41% 39% 41%
IT port folio --- 10% 20% 23% 28% 20% 21% 16%
GLOBALISATION:
70% of its total revenues are from overseas.54 subsidiaries carry out
manufacturing, sales and marketing, R&D, customer servicing in key
geographical sites all over the world.
CREATING VALUE FOR THE CUSTOMERS:
Our purpose is to create value for the customers in everything we do.
In doing so, LGEIL will naturally innovate and develop the products and
services to meet our goals of providing the outmost value for the customers.
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CREATING VALUE FOR THE PEOPLE:
LGEIL extends a warm hand to contribute to the world community totouch the hearts of the customers, friends, shareholders employees, partner and
subsidiaries at home and abroad. We create value and help people realize their
dreams of a better life.
LGEIL-STATUS:
Started in 1997
Factory Established in APRIL, 1998
GROWTH
1997: Rs 125 crores
1998: Rs 485 crores
1999: Rs 1056 crores
2000: Rs 1903 crores
2001: Rs 3000 crores
2002: Rs 4200 crores
2003: Rs 5300 crores
2004: Rs 6500 crores
2005: Rs 7800 crores
2006: Rs 8326 crores
2007: above Rs 9012 crores
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SALES AND MARKET SHARE:
LG achieved CTV growth of 38 percent in the CTV segment for the
year 2001 and has emerged amongst the top three CTV brands in the
industry. It has enhanced its market share in the CTV category from 8
percent last year to 10 percent in the current year.
In the air conditioner segment, LG is the market leader with 30 percent
share in the market. The company recorded a growth of 110 percent for
the year.
LG is also the marked leader in the Microwave category, cocking a
growth of 114 percent for the said period.
In the frost free Refrigerator segment LG recorded a growth of 57
percent over the last year while ion fully automatic washing machine
segment, LG recorded a growth of 72 percent.
While the consumer electronics and home appliances industry growth
rate has been approximately 8-10 percent in 2001. LG electron has
grown by a phenomenal 80 percent.
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PRODUCTS RANGE AND MARKET SHARE:
COLOUR TV:
As per ASCON (Association council of confederation of Indian
industry), 100 out of 125 industries surveyed posted moderate growth
rate to high growth rate during FY 2001, while the consumer durable
industry registered over 20% growth.
The sales of CTV from 1988 to 1999has increased from 1.3mn
units to 4.4mn units and the market share of LG CTV in comparing
with other brands is 11% (FY 2000).
REFRIGERATOR:
As per ASCON (Association council of confederation of Indian
industry), the refrigerator production showed a 55 YOY while the
exports during the said period grew by 10% YOY. The market share of
LG refrigerators in comparing with other companies is 7% (FY2001).
WASHING MACHINES:
As per ASCON (Association council of confederation of
Indian industry), the washing machine production for FY01 increased
buy 2.5 while sales rose by 2%. The washing machine market consists
of two broad segments-semis automatic and fully automatic. The
market share of LG washing machines in comparing with other
companies is 10 % (1999).
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MICROWOVENS:
The microwave oven market is in nascent stage of
development in the country. However with consumers in the past fewmonths and in consonance with the demand supply theory, Prices have
come down. Demand however, is likely to remain confined to the urban
segment of the population with the phenomenon of nuclear families
becoming a reality and with women moving out of their households in
order to augment their family income, a microwave comes in handy to
share the burden of household cores.
In terms of volumes, the market has grown to 11000 units in
2001 and is expected grow to 150000 units in the current year. Sales
have shown robust growth in the past two years with and estimated 29
percent spurt in sales recorded in 2001. The microwave market is likely
to grow to 150000 units in the year 2002, out of total sales only 70
percent are slated or domestic consumption.
LG CO. Sales and market share comparison with others
COMPANY MARKET SHARE SALES UNITS
L.G. 20.9% 23000
BPL 19.1% 21000
ONIDA 18.2% 20000
SAMSUNG 18.2% 20000
AKAI 9.1% 10000
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OTHERS 14.5% 16000
It has planed to gold KG health waves scholarship in collaboration
with Delhi pusa institute of hotel management. it will award a scholarshipor Rs. 25000/- to deserving students. The company has introduced multi
lingual cookery programs in VCDS that will be available Hindi, Marathi,
Bengali, Gujrati, Tamil, Kannada, Malayalam, and Telugu.
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PRODUCT PROFILE
LG EIL PRODUCTS
Colour television constitutes the core of the LGEIL product
portfolio in India. The company drops to gain more than 20.9% market
share in India in colour television.
AUDIO VIDEO
The LG India product portfolio comprises of audio video and white
good products. The audio video range comprises of colour televisions
audio systems and video cd.
LG has different range of varieties in colour television. The vision
plus series represent the break through in technology achieved by LG onhome theater on the individual room for CTVS. And also provided by this
company 14, 21, 29 colour televisions are produced. And best
competitor in the in the market place. And also 21 colour television give a
22 viewing experience while a 29 colour television give a 30 viewing
experience.
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MARKETING STRATEGIES
To achieve the desired target, the companies have formulated various
marketing strategies to meet their specific targets. Each player may have a
unique set of strengths and weaknesses. The company will have to check
different marketing strategies based on a systemic study of the underlying
opportunities in the light of exiting strengths and barriers.
While some have concentrated on the price cutting brand building,some have looked at improving distribution, Quality, perception, product
competitiveness etc., LG electronics rightly understood the consumer
motivation to create magnetic products, price them strategically position
them sharply and keep making the magnetism more potent. Having
understood the finer differences in consumer motivations it opted for sharp
arrow reasons to buy differentiation over the blanket- all approach
taken by most of the other players LGs strategy is to make their dealers its
partners. The company believes that its future lies in e-commerce the
objective is to have at least one million hits on their website in 2000 and
develop 4000 internet dealers in FY2002 in additions to the exiting 3000
dealers nationwide. LG is the first company to offer consumers electronics
on its Webster; LG offers attractive online financing options. The
companys AD spent has increased from Rs. 240mn (FY1997) to
Rs.700mn year (FY2002) and this year Rs. 800mn (FY2003). The
Companies to extend their reach.
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RURAL MARKETING STRATEGIES
LG India has also been taking a slew of initiatives as a part of
Corporate Social Responsibility. LGEIL is proud to have adopted about 24
villages around our Greater Noida facility. LG extends Free Medical Care,
which comprises of free check ups and a free distribution on of medicines on a
daily basis. LGEIL is also generating self-employment opportunities for the
people in the form of tailoring, knitting etc. in addition to all this, LG also
sends veterinary doctors regularly to these villages. Besides all this, LG India
is one of the very few companies in the country that has an internal Energy,
Environment, Safety and Health Department. This function caters to activities
like Energy Conservation, Environmental Issues, Work Place Fire and Safety
as well as Occupational Health for the benefit of the employees.
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LG plans for Financial year 2001 are :
The year 2001 witnessed LG becoming the fastest growing company
in the consumer electronics, home appliances and computer peripherals
industry. The company had till the month of October 2001 achieved a
cumulative turnover of Rs 5000 Crores in India since its inception in 1997,
making it the fastest ever Rs 5000 Crores clocked by any company in the
Indian consumer electronics and home appliances industry. Having achieved
this milestone, LG achieved another benchmark with the first ever sales of
One Lakh ACs (Windows and Splits) in a calendar year.
1.
LGs: Sport marketing and advertising:
LG spiced out three new contests to create world cup excitement. In
an initive aimed at enhancing the consumer involvement with the brand LG
during the world cup 2003 LG electronics India pvt.
In April, LG was the official supplier of consumer electronics and
home appliances, CD-ROMs handheld PCs and monitors for the world cup
2003, and ICC championship trophy is also sponsored by LG. it also
sponsored the recent ICC world 2003 in south Africa. And also recent India
and Pakistan cricket matches also sponsored by in this company.
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2. CUSTOMER SERVICES:
LG electronics has decided to give a strong push to strengthen its
service network. It intends to increase the number of service points from 65
to 100. a string of consumer promos like free service weeks. Annual
maintenance plan, loyality programs, special offers to previous buyers and
honeymoon packages for newly wedded couples are in the pipeline.
3.PRICING:
With prices touching an all time low in FY 2002 and with new
capacities coming up the trend is expected to continue penetration pricing
has been adopted by LG. The strategy is to keep entry-level prices in order to
active demand.
4.DISTRIBUTION:
The trend of beating industry norms started with the fastest ever-
nation wide launch by LG in a period of 4 and 1/2 months with thecommencement of operations in May 1997. LG set up a state-of-the art
manufacturing facility at Greater Noida, near Delhi, in 1998, with an
investment of Rs 500 Crores. This facility manufactured Colour Televisions,
Washing Machines, Air-Conditioners and Microwave Ovens. During the year
2001, LG also commenced the home production for its eco-friendly
Refrigerators and established its assembly line for its PC Monitors at its
Greater Noida manufacturing unit. The beginning of 2003 saw the roll out of
the first locally manufactured Direct Cool Refrigerator from the plant at
Greater Noida.
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PLASMA MODEL TELEVISIONS
LG 26PC7DC
Plasma TV, 26 inch, HDTVTelevision, Resolution: 1366 x 768pixels, Brightness: 500 cd/m
LG 32PC7D
Plasma TV, 32 inch, HDTVTelevision, Resolution: 1366 x 768pixels, Brightness: 500 cd/m
LG 50PC5D
Plasma TV, 50 inch, HDTVTelevision, Resolution: 1366 x 768pixels, Brightness: 1500 cd/m
LG 47PC5D
Plasma TV, 47 inch, HDTV-ReadyTelevision, Resolution: 1024 x 768pixels, Brightness: 1500 cd/m
LG 60PY3D
Plasma TV, 60 inch, HDTVTelevision, Resolution: 1920 x 1080pixels, Brightness: 1000 cd/m,
LG 42PC5DC
Plasma TV, 42 inch, HDTV
Television, Resolution: 1024 x 768pixels, Brightness: 1500 cd/m,
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CHAPTER- II
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OBJECTIVES OF THE STUDY
In a competitive marketplace where businesses compete for customers,
consumer perception is seen as a key differentiator and increasingly has become
a key element of business strategy.
To achieve success, companies must generate repeat business, getting
their customers to return again and again. And they do this by creating highly
satisfied customers. It's the owner's concerted effort to determine the issues
that drive consumer perception and then deliver on them. The only way to
know whether the company is delivering on them is to measure continuously.
The study is undertaken to analyze the customer perception of the LGEIL with
respect to Television.
To know the customer behavior of LG Color Television.
To know the most influencing factors in decision making to
purchase a CTVs.
To ascertain the customers level of perception with the product of
LGEIL.
To know the problems faced by the customer from the LG Color
Television.
To know the consumer perception with the sound system of LG
Color Televisions.
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CHAPTER-III
ANALYSIS AND
INTERPRETATION
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GRAPH SHOWING VARIOUS BRAND
PERFORMANCE BY THE RESPONENTS
TABLE #1
0
10
20
30
40
50
60
LG BPL SAMSUNG ONIDA OTHERS
PRODUCTS
RESPONDENTS%
RESPONDENTS
PERCENTAGE
2. when they were asked about do you like mostly like product in the LG
company products in the given table;
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TABLE # 2
PRODUCTS RESPONDENT PERCENTAGE
TV
REFRIGIRATER
WASHING
MACHINE
OVEN
30
25
4
1
50.00
41.66
6.67
1.66
60 100.00
INTERPRETATION:
We can conclude from the above the table that out of 60 represents 50 percent
of people likes TVS and followed by refrigerator is 41.66 %, washing
machines are 6.67 % and ovens are used 1.66 % people.
GRAPH SHOWING VARIOUS BRAND
PERFORMANCE BY THE RESPONDENTS
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TABLE #2
0
10
20
30
40
50
60
TV REFRIGIRATER WASHING MACHINE OVEN
PRODUCTS
RESPONDENTS(%)
RESPONDENTS PERCENTAGE
3. When they were asked about opinion on price of LG colour televisions.
the respondents are given in that opinion following table
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TABLE # 3
OPINIONS RESPONDENTS PERCENTAGE
Very high
High
No difference
Low
6
10
27
17
10.00
16.00
45.00
28.33
60 100.00
INTERPRETATION:
The above table shows the opinion on price in that way many of the
respondents (45%) are told that no difference to other company televisions.
And next followed by low price (28.33) to compare to other company colour
televisions.
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GRAPH GIVING VARIOUS PRODUCTS OWNED BY
THE RESPONDENTS
TABLE #3
0
5
10
15
20
25
30
35
40
45
50
Very high High No difference low
PRODUCTS
RESPONDENTS%
RESPONDENTS
PERCENTAGE
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4. Factors to the survey the purchase of LG colour television set below
table
TABLE # 4
Reasons respondents percentage
Model
Price
Publicity
features
14
12
7
27
23.33
20.00
11.66
45.00
60 100.00
INTERPRETATION:
According to the survey the main factor influencing to purchase of LG colour
television. And followed by model is 23.33 percentage, price is 20.00
percentage and after that follows publicity is 11.33% as follows.
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5. When asked to opinion of the respondents to who is influenced to
purchase this brand given below table?
TABLE # 5
OPINION ON RESPONDENTS PERCENTAGE
Dealers
Friends
Relationships
Self interest
12
7
6
35
20.00
11.66
10.00
58.33
60 100.00
INTERPRETATION:
Those consumers who purchased LG CTVs suggested that are self interest are
58.33% and then those consumers who are known as suggested by dealers are
20.00% and followed by friends and relations.
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GRAPH SHOWING
WHO INFLUENCED YOU TO PURCHASE THE LG
COLOUR TV
TABLE 3 5
0
10
20
30
40
50
60
70
Dealers Friends relatiopnships self interst
RESPONDENTS PERCENTAGE
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6. When they were asked about the purpose in this LG CTV going below
TABLE # 6
Opinion on respondents percentage
Entertainment
Education
Sports
Others
48
3
9
0
80.00
5.00
15.00
0.00
60 100.00
INTERPRETATION:
When they asked to the consumers to sell about opinions on the selecting only
in this brand. That are declared to many of the consumers are told that
entertainment (80%) to use. and follows sports (15%). Education (5%).
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GRAPH SHOWING RESPONDENTS OPINION ON
PRICE BASIS
TABLE #6
0
10
20
30
40
50
60
70
80
90
Entertainment Education Sports Others
RESPONDENTS PERCENTAGE
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FOLLOWING GRAPH SHOWS INFORMATION OF
OPINION ON CLARITY AND SOUND SYSTEM
TABLE #7
0
10
20
30
40
50
60
70
Very good Good Not so good
RESPONDENTS PERCENTAGE
8. What is the reason for choosing particularly of the brand? As follows
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TABLE # 8
REASON RESPONDENTS PERCENTAGE
Quality
Price
Features
others
12
12
36
0
20.00
20.00
60.00
0.00
60 100.00
INTERPRETATION:
The above table displayed on particularly in this brand select as on many of theconsumers are tell about features is 60%. Quality. Price as 20% as on.
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FOLLOWING GRAPH SHOWS INFORMATION ON
QUALITY PRICE FEATURE AND OTHERS
TABLE # 8
0
10
20
30
40
50
60
70
Quality Price Features others
RESPONDENTS PERCENTAGE
9. Which particular media do you think is effectively spreading the
television market; as following table is display?
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TABLE #9
OPINIONS RESPONDENTS PERCENTAGE
Electronics
Print media
Sales persons
dealers
26
22
8
4
43.33
36.33
13.33
6.66
60 100.00
INTERPRETATION:
The above table displays many of the consumers are said to use electronic
media is 43.33%. And after print media is 36.66%, after that used sales person
and dealers.
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TABLE #10
OPINION ON RESPONDENTS PERCENTAGE
Dealers
Service centers
25
38
36.66
63.33
60 100.00
INTERPRETATION:
By seeing the above table we can conclude that 36.66 % of the people have
meet dealers when they faced problems with the product and 63.33 % of
people have meet service centers when they faced problems.
IF YOU FACED ANY PROBLEMS WHOM DO
YOU CONTACT
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TABLE # 10
0
10
20
30
40
50
60
70
Dealers Service centers
RESPONDENTS PERCENTAGE
11. When collected the opinion to the consumers to ask how do you state in
this LG colour television set. As following below table
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TABLE # 11
0
10
20
30
40
50
60
Technically superior Reliable Value of money
RESPONDENTS PERCENTAGE
12. Recommendation of LG colour televisions to others, as follows;
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TABLE # 12
OPINIONS RESPONDENTS PERCENTAGE
YES
NO
48
12
80.00
20.00
60 100.00
INTERPRETATION:
Survey reports reveal that 80% of consumers are recommending motivating
to buy LG CTV. In addition 20% consumers are not recommending to others.
GRAPH
RECOMMENDATION OF LG COLOUR TELEVISION
TO OTHERS:
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TABLE # 13
OPINION RESPONDENTS PERCENTAGE
YES
NO
21
39
35.00
65.00
60 100.00
INTERPRETATION:
By the above table we can conclude that 35.00 % of people have satisfied with
financial options provided for the colour television and 65 % of people have
not satisfied with financial options provided for the colour television.
GRAPH
FINANCE SERVICES PROVIDED AT BELOW LEVEL
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table# 13
0
10
20
30
40
50
60
70
YES NO
RESPONDENTS PERCENTAGE
14. When they were asked to the perception on the warranty period of in this
product in the company. As follows
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TABLE 3 14
0
10
20
30
40
50
60
70
YES NO
RESPONDENTS PERCENTAGE
15. When they were asked their opinions on the models on this company
colour televisions. The results as follows;
TABLE # 15
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OPINIONS RESPONDENTS PERCENTAGE
Good models
Average models
51
9
85.00
15.00
60 100.00
INTERPRETATION:
The above tables displayed on the models on the LG colour televisions are
most of the consumers are told that is 85% of consumers are good models and
another 15% consumers said average models.
GRAPH
CUSTOMERS OPINIONS ON LG COLOURTELEVISION MODELS
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TABLE # 15
0
10
20
30
40
50
60
70
80
90
Good models Average models
RESPONDENTS PERCENTAGE
16. When they were asked about the perception about the perception level by
the product that they owned. The results were given in below table;
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TABLE # 16
LEVEL OF
PERCEPTION
RESPONDENTS PERCENTAGE
Very much satisfied
Satisfied
Not satisfied
36
14
10
60.00
23.33
16.66
60 100.00
INTERPRETATION:
From the above table we can inferred that 60.00 % of respondents are very
much satisfied with the model they owed and 23.33 % of the people are
satisfied by the product and 16.66 % of people are not satisfied by the owned
product
GRAPH SHOWING THE FEELING OF
RESPONDENTS TOWARDS LG COLOUR
TELEVISOIN PERFORMANCE:
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TABLE # 16
0
10
20
30
40
50
60
70
Very much satisfied satisfied Not satisfied
RESPONDENTS PERCENTAGE
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CHAPTER-IV
CONCLUSIONS
AND
SUGGESTIONS
CONCLUSIONS
1. Majority of the respondents are satisfied by the features.
2. 85% of respondents are satisfied with the models in the LG colour
televisions.
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CHAPTER-V
APPENDIX
QUESTIONNAIRE
Particulars about respondents
Name :
Occupation :
Address :
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1).CONSUMER BEHAVIOUR
-Schiffman & Kanuak,PHI,6th Edition-1997
2). MARKETING MANAGEMENT
- Philip Kotler
3).MARKETING MANAGEMENT Indian context
- Ramaswamy & Ramakumar, Mac Millan India ltd.-1995
Websites:
www.lgindia.com
www.google.com
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