REVIEW OF THE LITERATURECustomer satisfaction is in regard to one’s feeling towards the

nature of the product. Customer satisfaction can be influenced by many facts e.g. price of the product, quality of the product, brand value and name, after sales service, and customer care support.

Increasing customer satisfaction is important for all the brand for the improving the value and profit of the business.

This survey is conducted based on three aspects

1) Based on new product sales development2) Product among retailers view3) Customer satisfaction on service of Zebronics

With the help of this survey we have founded that most of the customers, retailers and end consumers prefer Zebronics product for the good quality and reasonable price with the good brand image.

In addition to this most of the retailers have good positive point of the Zebronics service but there is some small problems due to less access in the market in some places.

I

1.1 INTRODUCTION

In this modern world there is a massive growth in the consumer

electronics and IT hardware product. In this particular industry there are

many players like iBall, Intex, Microsoft and Logitech etc. in the same

market there is also Zebronics. The brand which is ahead of all the

brands of IT hardware and peripherals. This is the brand which is mostly

preferred with the customer in Indian market. This brand is preferred by

customers because it is the “value for money” brand. Because it offers

the product at very reasonable price and at good quality.

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1.2 SCOPE OF THE STUDY

The present study is an attempt limelight the customers’ attitude

towards Zebronics products in Chennai. The research is related to the

gap between customer perception and expectation as a driver of

satisfaction. Zebronics products in India is now growing faster and there

is also stiff competition to the company. In this modern world with

multiplicity of competition, any industry could survive only if they are

capable of providing the needs of present and potential customers.

There are various factors influencing the customer satisfaction. If

customers’ needs are not satisfied they will switch over to the other

brand. The present study is aimed to bring out the customers’

expectations and the attitude towards different products of Zebronics

and other brands.

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1. 3 OBJECTIVES OF THE STUDY

The Study views have the following objectives.

To study the origin, growth and development of Zebronics product.

To study the viewers’ attitude and satisfaction towards Zebronics.

To offer suggestion to improve the services Zebronics.

1.4 DATA COLLECTION

For the study the researcher collected information relevant to their

study from primary data.

1. To Analysis the Viewers Attitude towards Zebronics. The

researcher framed a structured. 100 customers were

contacted and interviewed. They are the main source of

information relevant for the study.

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1.5 RESEARCH DESIGN

Research design followed by the investigator is exploratory

research.

1.6 RESEARCH INSTRUMENT

The research instrument used in this project is questionnaire.

1.7 CONTACT METHOD

Contact method is used for gathering information through personal

interview.

1.8 DATA ANALYSIS

The gathered information from the interview schedule were

presented in a Master table. The master table incorporated all the

information collected from the interview schedule. For effective analysis

and finding a correct conclusion, the data collected is analysed by way of

presenting in a tabular forms. Diagrams are used to display important

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information and trends are used to display the part present data relevant

to the study.

1.9 SAMPLE SIZE AND DESIGN

For the present study altogether 100 customers viewing different

brands of I.T hardware in and around Chennai. For selecting the

customer’s random sampling method is followed.

1.10 GEOGRAPHICAL COVERAGE

For the study Tambaram, Nungambakkan, Medavakkam, Rich

Street etc. are taken as the study area. Customers dealing Zebronics

product in and around Chennai city were contacted with the help of

interview schedule.

1.11 STATISTICAL TOOLS

The study largely depend on the percentage analysis.

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2.1 Company ProfileTop Notch Infotronix Pvt Ltd. Founded: 1997, Chennai, India.

Over the years the Zebronics brand has grown into one of the leading and most trusted brand names in computer hardware and peripherals. Zebronics product are known for their “designers”, aspects- premium looks, very good quality, but at reasonable price. In fact, the common threat that runs through the portfolio is the “Value for money”. The wide range of the product is a big strength for every product line, there are multiple options to choose from, weather in terms of features, design, or price. The Zebronics product range is serviced from 70 service centers and ASPs conveying the length and breadth of the country. This service centers provides support to the channel partner and consumers.

Today, we are spread across the country with offices in 30 cities & 74 service centres, offering our products & services to our privileged customers & over 10,000 channel partners.

Managing Directors : Rajesh Doshi, Pradeep Doshi & Sandeep Doshi.

Industry : I.T Hardware & Consumer Electronics.

Resources : 525+Employees

Spread : 30 Branches

Service Centres : 74+ (Including ASPs)

Brand Name : Zebronics

Certificate : ISO 9001:2008 Certified Company

Partners : 12000+Channel Partners

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Table 2.1

LocationAhmedabad Bangalore Bhubaneswar CalicutChandigarh Chennai (HO) Cochin CoimbatoreDehradun Delhi Ghaziabad GurgaonGuwahati Indore Jaipur JammuKolkata Lucknow Ludhiana MumbaiNagpur Parwanoo Patna PuducherryPune Raipur Ranchi Secunderabad

Surat Trivandrum

2.2 Product

Zebronics has become familiar for Excellence, Quality & Reliability throughout its large range of peripherals, touching people's lives in one positive way or other.

We offer a product line which is often symbolised for their Value for money characteristics, backed by great product designs & performance, incidentally covering nearly the entire PC Component spectrum.

Table 2.2 Products

Computer chassis Servers Power supplyAdd-on cards Networking products Keyboards

Monitors UPS SpeakersHeadphones & mic Multimedia player TV tuners

Power strips Gaming accessories Laptop accessoriesAccessories Wireless router Motherboards

Mouse Web camera Portable media playersTablet Tablet accessories Portable power charger

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2.3 Company Strengths

Logistic Stage Reliability

Channel network Workforce Marketing Support and Finance

2.4 Research & Development

Top Notch has an in-house Research and Development (R&D) Department, which monitors the latest developments in the field of technology and innovation and tests them to find the most suitable products and services for the market. Ensuring quality of product & service through constant radical thought, dealers show faith in us as a brand and our team's dedication has been the factor to our continuing success.

2.5 Distribution Business

Top Notch is also distributor for world renowned MSI motherboards, Graphic cards since 2007.

2.6 Constant Innovation

At Zebronics, product feedback from the consumers & channel partners always been considered as a source of development. We give back the customers a fabulous product experience with some of industry’s unique launches.

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2.7 Corporate Vision

Staying one step ahead of the market has always been our goal weather in terms of product design or technology. Like other world-class companies, we are proud of our success, but we never satisfied. At Zebronics, we always working and committed to delivering the innovation salutations, our customers need, building the frame work for sustainable growth going forward and staying “Always Ahead”

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Figure 2.1 Logos of product & Brand

3.1 MARKETING SURVEY ON NEW PRODUCT SALES DEVELOPMENT

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1. Do you have Zebronics new products currently launched by the company?

TABLE-3.1 customer are known about Zebronics new launched product

No of respondents Percentage

Yes 32 80%

No 8 20%

Total 40 100%

CHART-3.1 customer are known about Zebronics new launched product

2. If yes, what are the product carried by you? Most of the dealers said they have “Cabinets” of Zebronics Some said all the products Another group said they know the new products and

purchase it back to back whenever they need

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Yes80%

No20%

Yes No

3. If no, what is the reason?

TABLE-3.2 reason of not purchasingReason Respondents Percentage

Zebronics team not approached 5 46%

Quality not good 2 18%

Service is not good 3 27%

Others 1 9%

Total 11 100%

CHART-3.2 reason of not purchasing

4. What price range of product moves faster in the market?

TABLE-3.3 price level of product moves faster

Price level Respondents Percentage

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Zebronics Team not Approached

45%

Quality is not good

18%

Service is not not good27%

others9%

Low price 15 38%

Medium price 23 57%

High price 2 5%

Total 40 100%

CHART-3.3 price level of product moves faster

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Low Price38%

Medium Price57%

High Price5%

Low Price Medium Price High Price

5. If new product launched by Zebronics what is your view?

TOTAL-3.4 felling about new launched product Respondents Percentage

First time came into market

16 40%

Existing product in other brand

20 50%

Both 4 10%

Total 40 100%

CHART-3.4 felling about new launched product

First Time came into market40%

Existing in other brand50%

Both10%

6. Do new product moves faster?

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TABLE-3.5 movement of new product Respondents Percentage

Yes 28 70%

No 12 30%

Total 40 100%

CHART-3.5 movement of new product

7. If no, what is the reason?

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yes70%

No30%

yes No

TABLE-3.6 reason of not selling Respondents Percentage

Quality 2 17%

Price 6 50%

Brand name 3 25%

Others 1 8%

Total 12 100%

CHART-3.6 reason of not selling

Quality17%

Price50%

Brand Name25%

Others8%

8. Do you suggest to customer to buy Zebronics new product?

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TABLE-3.7 Suggestion to Customer by RetailerRESPONDENTS PERCENTAGE

YES 38 95%

NO 2 5%

TOTAL 40 100%

CHART-3.7 Suggestion to Customer by Retailer

Yes95%

No5%

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9. What is the reason for suggestions of new product to the customer?

TABLE-3.8 reason of suggestion RESPONDENTS PERCENTAGE

COMPANY NAME 8 18%

QUALITY 9 21%

LOW PRICE 8 18%

PROFITS 5 12%

OTHERS 3 7%

QUALITY & LOW PRICE

8 19%

COMPANY NAME & PROFIT

2 5%

TOTAL 40 100%

CHART-3.8 reason of suggestion

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Company Name19%

Quality21%

Low price19%

Profits12%

Others7%

Quality & low price19%

Company name & profit5%

10. What is the source of awareness of Zebronics new product?

TABLE-3.9 awareness of Zebronics new product Respondents Percentage

Zebronics team3

22 55%

Marketing mail 2 5%

IT magazines 2 5%

Others 10 25%

Zebronics team & others

2 5%

Zebronics team & IT magazines

2 5%

Total 40 100%

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CHART-3.9 awareness of Zebronics new product

Zebronics team55%

Market -ing mail

5%

IT mag-azines

5%

Others25%

Zebronics team & Others

5%

Zebronics team & IT mag-azines

5%

TABLE-3.10

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SWOT ANALYSISStrength

Customer satisfaction on brand name, low price, various range of product.

Weakness

New product information is not given to the distributors, dealers, whole sellers properly.

Opportunity

Customer preferences.

Threats

Intex & iBall

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3.2 REVIEW ON MARKET CONDITION ABOUT ZEBRONICS

After making this report and thoroughly studying the market, we realize that Zebronics is the best Brand in IT peripherals that it has wider range of product and it is mostly preferred by most of the distributors and end customers. Most of the distributors said they mostly sell Mouse, Keyboard &Cabinets. Distributors also said that it gives more profit. The brand is having biggest scope in Speakers though it has large range.

Other than IT peripherals it has scope in Mobile accessories and Portable media players. Some of the distributors are having a good demand in Data card and Tablet with SIM. A group of distributors given a feedback that price is good enough but they want MRP need to be increased so that they can have enough margin.

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4.1 ZEBRONICS PRODUCT AMONG RETAILERS VIEW

1. What is the customer view when they purchase the Zebronics product?

TABLE-4.1 customers view on ZebronicsRespondents Percentage

Looks for quality 11 44%

Looks for price 2 8%

Looks for brand 2 8%

Looks for price &brand

1 4%

Looks for quality & price

3 12%

Looks for quality & service

2 8%

Looks for price & service

28%

Looks for brand & service

2 8%

Total 25 100%

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CHART-4.1 customers view on Zebronics

Looks for quality44%

Looks for price8%

Looks for brand8%

Looks for price & brand

4%

Looks for quality &

price12%

Looks for quality & service

8%

Looks for price & service

8%

Looks for brand & service8%

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2. What criteria you apply when you rate your product?

TABLE-4.2 Criteria on purchase of product

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Respondents percentage

Focus on quality 2 8%

Focus on price 3 12%

Focus on company name

2 8%

Focus on margin 7 28%

Focus on quality & margin

1 4%

Focus on price & margin

5 20%

Focus on price & company name

2 8%

Focus on Company name &

margin

3 12%

Total 25 100%

CHART-4.2 Criteria on purchase of product

Focus on quality8% Focus on price

12% Focus on company

name8%

Focus on margin

28%

Focus on qual-ity & margin

4%

Focus on price & margin

20%

Focus on price & company

name8%

Focusnon company name & margin

12%

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3. Why customer like to purchase Zebronics products?

TABLE-4.3 Preference on purchasing Zebronics productRespondents Percentage

Trust on Zebronics 4 16%

Zebronics have quality product

3 12%

Zebronics have various range

3 12%

Above all 11 44%

Trust on Zebronics & Zebronics have

various rang2 8%

Trust on Zebronics & Above all

2 8%

Total 25 100%CHART- 4.3 Preference on purchasing Zebronics product

Trust on Ze-bronics

16% Zebron-ics

have quality product

12%

Zebron-ics

have various range12%

All52%

Trust on Zebronics & Zeb have various range

8%

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4. Do you insist customer to purchase to purchase Zebronics product?

TABLE-4.4 Insisting customer to purchase Zeb productRespondents Percentage

Yes 20 80%

No 1 4%

Sometimes 4 16%

Total 25 100%

CHART-4.4 Insisting customer to purchase Zeb product

Yes80%

No 4% Some

Times16%

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5. How far do you think Zebronics have captured the customer preferences?

TABLE-4.5 Market share on customer viewRespondents Percentage

On small scale 8 32%

On large scale 13 52%

So-so 4 16%

Total 25 100%

CHART-4.5 Market share on customer viewOn

small scale32%

On large scale52%

So-so16%

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6. What problem do you face to sell Zebronics product?

TABLE-4.6 Problem while selling Zebronics productRespondents Percentage

Price 9 36%

Lack of awareness 9 36%

Brand loyalty 4 16%

Others (quality) 3 12%

Total 25 100%

CHART-4.6 Problem while selling Zebronics product

Price36%

Lack of awarness36%

Brand loyalty16%

others(quality)12%

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7. How can you decide that you purchased & sell the product?

TABLE-4.7 Decision on Purchasing & selling the product Respondents Percentage

Quality 1 4%

Company name 1 4%

Margin 3 12%

Company name & margin

17 68%

Quality & Company name & margin

1 4%

Quality & margin 2 8%

Total 25 100%CHART-4.7 Decision on Purchasing & selling the product

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Quality4%

Company name4%

Margin12%

Company name & margin

68%

Quality, Company

name & mar-gin4%

Quality & margin8%

8. Do you like purchase Zebronics product in bulk?

TABLE-4.8 purchase of Zebronics product in bulk RESPONDENTS PERCENTAGE

YES 17 68%

NO 8 32%

TOTAL 25 100%

CHART-4.8 purchase of Zebronics product in bulk

Yes72%

No28%

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4.2 REVIEWIn this survey we have taken the sample size of 25 because of

observation are taken in the same market and some other market (Tambaram, Nungambakam, Adayar, Annanagar and Medavakkam). By this observation we founded that most of the customer prefers Zebronics product because these products are “value for money product”.

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5. MARKETING SURVEY FOR CUSTOMER SATISFACTION

1. How would you like about our product & service add the value to our product?

TABLE-5.1 preference by customer Respondents Percentage

Quality over all 16 46%

Awareness 4 12%

After sales service 4 11%

Price 11 31%

Total 35 100%CHART-5.1 preference by customer

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Quality overall46%

Awareness11%

After sales service11%

Price31%

2. What do you dislike about our product?

TABLE-5.2 disliked about ZebronicsRespondents Percentage

Quality 3 8%

Price 15 43%

Service 7 20%

Awareness 10 29%

Total 35 100%

CHART-5.2 disliked about Zebronics

Quality9%

Price43%

Service20%

Awareness29%

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3. Whether Product delivered on time, when you give your product for service at Zeb-care?

TABLE-5.3 Zeb-care services quality

Respondents Percentage

Yes 12 34%

No 1 3%

Most of the time22(2 people said that they

have not given any product for service)

64%

Total 35 100%

CHART-5.3 Zeb-care services quality

Yes34%

No3%

Most of the time63%

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4. Compare to other companies what you would like to say the Zebronics is?

TABLE-5.4 Zebronics compare to other brandRespondents Percentage

Better 20 57%

Same as others 15 43%

Worst - -

Total 35 100%

CHART-5.4 Zebronics compare to other brand

Better57%

Same as others 43%

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5. Do you recommend the Zebronics Product to your friends circle?

TABLE-5.5 recommendation to friends circle Respondents Percentage

Yes 20 57%

No 2 6%

Sometimes 13 37%

Total 35 100%

CHART-5.5 recommendation to friends circle

Yes57%

No6%

Sometimes37%

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6. If Yes, Why do you recommend the Zebronics product to your friends circle?

TABLE 5.6 reason for recommending Respondents Percentage

Quality 6 17%

Brand name 9 26%

Reasonable price 9(yes & sometimes) 26%

Trust on Zebronics 11 P31%

Total 35 100%

CHART-5.6 reason for recommending

Quality; 17

Brand Name; 26 Reasonable Price; 26

Trust on Zebronics; 31

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7. How do you feel when Zebronics provide the product support & warranty?

TABLE-5.7 feelings on product support & warrantyRespondents Percentage

Satisfied 28 80%

Neutral 5 14%

Dissatisfied 2 6%

Total 35 100%

CHART -5.7 feelings on product support & warranty

Satisfied Neutral Dissatified

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8. How much do you rate to Zebronics? TABLE-5.8 rating to Zebronics

Rate 1 2 3 4 5 Total

Respondents - 2 7 12 14 35

Percentage

6% 20% 34% 40% 100%

CHART-5.8 rating to Zebronics

Rate

0 5 10 15 20 25 30 35 40 45

9. What do you choose when you are go and buy Zebronics Product?

2 of them mostly purchase card reader2 of them said mouse and key board1 said headphonesRemaining didn’t answer

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10. How do you feel about Zebronics service Quality?

TABLE-5.9 Service qualityRespondents Percentage

Poor - -

Good 10 29%

Excellent 7 20%

Need to be improved 18 51%

Total 35 100%

CHART-5.9 Service quality

Poor Good Excellent Need to be improved0

29

20

51

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11. Your call was handled promptly & efficiently, when you talked to Zeb-care Executives?

TABLE-5.10 Zeb-care executive quality Respondents Percentage

strongly disagree - -

Somewhat disagree 2 6%

Neutral 11 31%

somewhat agree 5 14%

strongly agree 16 46%

Never know about this service

1 3%

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CHART-5.10 Zeb-care executive quality

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Somewhat disagree6%

Neutral31%

Somewhat agree14%

strongly agree46%

Not Known3%

6. FINDINGS

According to this survey Zebronics is rated 5 by the customer view

Most of the customer purchase Zebronics products because it has a good price range and better quality

In some of the areas founded awareness is not good

According to survey Services centers serves the customer in best manner

Most of the customers and retailers suggest others to buy Zebronics

In the computer hardware industry customer feels that Zebronics sell only cabinets, mouse and keyboard

In the case of distributors view Zebronics product has a good profit margin

Most of the distributors like to purchase & sell Zebronics products in bulk

On the view of retailers Zebronics has captured the large market

Most of the customer purchase any consumer electronics by looking the price & quality of the product

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7. SUGGESTION

Zebronics can improve their awareness so that they can grow faster than it is known growing.

Zebronics has to concentrate on the customer who are like to purchase in bulk

It has to cover the area in Chennai like Tambaram, Nungambakkan, Medavakkam, Adayar etc., because there is the better market to the IT hardware products

Zebronics can also advertise consumer electronics products in T.V ads so that they can capture world market also

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8. CONCLUSION

After studying the market and gathering data from the survey we have come to the conclusion that Zebronics is the best brand in IT peripherals. No other brand has such a wider range of products comparing to Zebronics. On the other hand it also as a problem in reaching out to the customers. It should be improved.

On the other hand retailers of some areas complaints that they are not having proper service from service centre of Zebronics. So they need to be improved so that retailers will more concentrate on Zebronics products. By this survey we also found that most of customers want mobile phone accessories from Zebronics.

By the end of this survey we founded that there is a significant growth in the consumer electronics and computer hardware products in Indian market. Now a days every people would like consumer electronics. But there is constrain, budget to purchase that product, but Zebronics is trying to remove this constrain by keep the price at the low rate so that everyone can purchase the consumer electronics product.

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9. QUESTIONNAIREQuestionnaire for new product sales development

Name :

Contact No :

E-mail :

1. Do you have Zebronics new products currently launched by the company?□ Yes□ No

2. If yes what are the product carried by you?

3. If no what is the reason?□ Zebronics team not approached□ Quality is not good□ Service is not good□ Brand image is not good□ Price is not good□ Other (please specify)

4. What price range of product moves faster in the market?□ Low price□ Medium price□ High price

5. If new product launched by Zebronics what is your view?□ First came in the market□ Already existing products in the other Brands(please specify)

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6. Do new product moves faster?□ Yes□ No

7. If no what is the reason?□ Quality□ Price□ Brand name□ Other(please specify)

8. Do you suggest to the customer to buy Zebronics new products?□ Yes □ No

9. What is the reason for the suggestions of new product to the customer?□ Company name□ Quality□ It gives more profit□ Low price□ Other (please specify)

10. What is the source of awareness of Zebronics new product?□ Zebronics team□ Marketing mail□ IT magazines□ Others (please specify)

11. Which new product instantly required on your counter?

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SURVEY FOR ZEBRONICS PRODUCTName :

Contact No. :

E-mail ID :

1. What is the customer view when they purchase the Zebronics products?□ Looks for quality□ Looks for price□ Looks for brand□ Looks for service

2. What criteria you apply when you rate your product?□ Focus on quality□ Focus on price□ Focus on company name□ Focus on margin

3. Why customer likes to purchase Zebronics products?□ Trust on Zebronics□ Zebronics have quality product□ Zebronics have various range□ Above all

4. Do you insist customer to purchase Zebronics product?□ Yes□ No□ Sometimes

5. How far do you think Zebronics have captured the customer preferences?□ On small scale□ On large scale□ So-so

6. What product do you face to sell Zebronics product?□ Price□ Lack of awareness□ Brand loyalty□ Others (please specify)

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7. How can you decide that you purchased and sell the product?□ Quality□ Company name□ Margin□ Company name & margin

8. Do you like to purchase Zebronics product in bulk?□ Yes □ No

QUESTIONNAIRE FOR MARKET SURVEY ON ZEBRONICS ® PRODUCTS ABOUT CUSTOMER

SATISFACTIONName :

Phone No :

E-mail ID :

1) How would you like about our product & service add the value to our product?⃝JQuality over all⃝JAwareness⃝JAfter sales service⃝JPrice

2) What do you dislike about our product?⃝JQuality⃝JPrice⃝JService⃝JAwareness

3) Whether Product delivered on time, when you give your product for service at Zeb-care?⃝JYes⃝JNo⃝JMost of the time

4) Compare to other companies what you would like to say the Zebronics is?⃝JBetter ⃝JWorst⃝JSame as others

5) Do you recommend the Zebronics Product to your friends circle? ⃝JYes⃝JNo ⃝JSometimes

6) If Yes, Why do you recommend the Zebronics product to your friends circle?

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⃝JQuality⃝JBrand name⃝JReasonable price⃝JTrust on Zebronics

7) How do you feel when Zebronics provide the product support & warranty?⃝JSatisfied ⃝JNeutral ⃝JDissatisfied

8) How much do you rate to Zebronics?

① ② ③ ④ ⑤ (In incremental order)

9) What do you choose when you are go and buy Zebronics Product?

10) How do you feel about Zebronics service Quality?

⃝JPoor⃝JGood ⃝JExcellent⃝JNeed to be improved

11) Your call was handled promptly & efficiently, when you talked to Zeb-care Executives?

⃝J Strongly disagree⃝J Somewhat disagree ⃝J Neutral ⃝J Somewhat agree ⃝J Strongly agree

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