Pramana Research Journal ISSN NO: 2249-2976

A STUDY ON THE CUSTOMER SATISFACTION TOWARDS

HP LAPTOP
(With Special Reference to Coimbatore City)

*Mr. R. AJITH KUMAR & Mrs. A. ANANDALAKSHMY**

* II MCOM Student, Department of Commerce, VLB Janakiammal College of Arts &Science,
Coimbatore, Tamilnadu.
**Assistant Professor, Department of Commerce, VLB Janakiammal College of Arts &Science,
Coimbatore, Tamilnadu. E-Mail:aalakshmy@gmail.com. Phone No.9486604676

ABSTRACT
Today technology has brought the world in own hands human being very much to the
complicated work in to easier. Gradually the invention and discoveries are made from time to
time has head us to a comfortable world. One such significant is the laptop. The objective of the
study is to know access the cost and performance of HP laptop and evaluate satisfaction level of
the customers towards HP laptop. The sample size of the study was conducted in Coimbatore city
with 110 respondents through random sampling method. The tools and techniques are used
frequency distribution method. Majority of the members use the laptop for studies. Majority
(45.45%) of the respondents’ awareness are through friends & relatives. Majority (37.27%) of
the respondents are aware of the hardware configuration in laptop computers.
Keywords: Laptop, HP Laptop, awareness, Satisfaction level,

Introduction
A laptop is machine that manipulates data according to a list of instructions. Modern
laptops are based on comparatively tiny integrated circuits and are millions to billions of times
more capable while occupying a fraction of the space. The laptops are small, simple devices that
are used to control other devices. The ability to store and execute list of instructions called
programs. Laptops extremely versatile and distinguishes them from calculators. The laptop
computers plays vital role in human being life. This project analyzes the customers’ satisfaction
of HP laptop. This project is used to identify the factors influencing the customers to purchase
the laptop. It is helpful to access the cost and performance of laptop.

Statement of the Problem

Now a day laptop becomes more essential equipment to complete a work faster in human
beings. The study mainly aims at bringing out the attitude of the customer towards the

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satisfaction of HP laptop. Many companies are involving in selling laptop computers. So the
customer has a wide choice of particular brands to choose laptop.

Objectives of the Study

To find the change need to be adopted in HP laptops.
To access the cost and performance of HP laptop.
To evaluate satisfaction level of the customers towards HP laptop.
Scope of the Study
The main aim of the study is to find out the consumer satisfaction towards HP laptops in
Coimbatore city.
To find out the level of satisfaction regarding the quality of HP laptops.
To determine the level of satisfaction regarding the service provided for HP
laptops.
To verify the attitude of the basic needs and its utilization among consumer.
Methodology of the Study
The research design in the grand plan for conducting a market survey at motivational
research on consumer attitude the necessary data are collected analyzed, Evaluated and
presented in an effective manner preparing a project report. This states the complete details of
the project including the area covered and limitations undergone during this study.

Area of the Study

The area of the study is confined to Coimbatore city.

Sources of the Data

The data is primary in nature as it is directly collected from user of HP laptop though a
questionnaire. The matter relating laptop details is of secondary data in nature as it is collected
from magazine and books.

Sample Size
Sample size of the study covers 110 customers in Coimbatore city.

Sample Design
For the purpose of the study 110 respondents were selected from different zones of the
Coimbatore city for the sampling purpose convenient sampling method is followed in this study.

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Data Collection Method

A printed questionnaire used for collecting information on the customer attitude
preference. It consists of a number of questions prepared in a definite order on a set of forms
filled by the respondents themselves.

Limitation of the Study

The population for the study was 110 only. So it could not reveal the entire industry.
Time was also very limited. Most of the customers are not interest in fill the feedback forms.

Review of Literature

Dr. K. Kumar (2014) laptops are a definite need than a luxury, in today’s fast paced world.
Having a portable PC that helps to take work along with, to all the places that one goes, has
actually become a necessity. Laptops is Playing a Dominant role among employees. Like Heart’s
importance to Human Body, laptop computer is playing a vital role in day to day operations.

P. Taufeeq (2012) the hard disk provides memory for long-term data storage – measured in
gigabytes (GB). It stores the operating system and applications (programs) as well as files
including music, photos and documents. We recommend a minimum of 500GB hard disk space
- storing video, high-resolution photos, music and software uses up a lot of space. If in doubt, go
for more hard drive space if you can afford it.

The empirical study conducted by Srivalli Jandhyala (2012) is observed that, the
food habits of India vary region and area to area. Food and grocery is the second largest segment
of the Indian retail industry especially in untapped market line rural and semi-rural area which is
growing at the rate of 30% the presents study helps in analyzing the impact of extensions of food
retail stores from urban area to semi urban are and change in consumption habits of the
customers.

V. Anil (2012) laptop’s keyboard is smaller than a desktop computer’s - keys are closer
together, and may also be smaller. Many 13-inch models don’t have room for a separate number
pad. It’s a good idea to try out a laptop’s keyboard before you buy if you can, to ensure you get
one you're comfortable with.

R. Randon (2012) 15-inch screen is the average size for a laptop. A desktop replacement-
type laptop might come with a 17-inch display, while ultra-portables might go as low as the 11-
inch mark. You will find options in between too. If you're planning to use your laptop on the
move, it might be worth considering a matte screen. Glossy displays tend to suffer from
reflections.

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Bebell and Kay (2010) found laptops were used more in language arts and social studies
than in science and math classes (students statistically did better in laptop language art
classes).who also noted students used their laptops daily in all academic areas, with a
corresponding academic achievement increase in all areas

Rohitakumarmishra (2011) investigated buyer-supplier relationship is very important for

all organization irrespective of their operation, trust, co-operation and proper information flow
are the pillar to strength to buyer-supplier relation for sustainable development, the operation of
an organization and the selection of suppliers are always dependable, hence, proper selection of
suppliers is vital for an organization to maintain long term relationship.

T. Dass (2011) Ram (random access memory) is your laptop's short-term memory, storing
information while you're using the laptop (the hard drive is used for long-term file storage). The
amount of Ram your laptop has determines how many tasks it can accomplish simultaneously.

Demographic Profile:
Table 1
Factor No of
Option respondents Percentage
Male 36 32.72
Gender
Female 74 67.27
20-30 82 74.54
31-40 20 18.18
Age Group
41-50 7 6.36
Above 50 1 0.90
Married 33 30
Marital Status
Unmarried 77 70
Primary 8 7.27
Educational HSC 9 8.18
Graduation 83 75.45
Qualification
Professional 10 9.09
Business 21 19.09
Govt employees 34 10
Occupation
Professional 44 40
Private employees 11 8.18
Family Nature Joint 30 27.27
Nuclear 80 72.72
Family Size 1-2 9 8.18

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3-4 65 59.09
4-5 26 23.63
5 above 10 9.09
Earning Members Only one 34 30.90
2-3 58 52.72
4-5 15 13.63
5-above 3 2.72
Below- 10000 17 15.45
10001- 20000 42 38.18
20001- 30000 32 29.09
Monthly Income 30001- above 19 17.27
Purpose of the Laptop Business 18 16.36
Studies 52 47.27
Entertainment 19 17.27
Personal use 21 19.09
Period of Using Laptop Up to 6 months 16 14.54
6month- 1year 32 29.09
1year- 2year 28 25.45
2year- above 34 30.90
Source Of Awareness Friends & Relatives 50 45.45
Advertisement 32 29.09
Self 20 18.18
Others 8 7.27
Awareness of Hardware Yes 41 37.27
Configuration No 28 25.45
Some extent 41 37.27
Preference of Buying the Show rooms 62 56.36
Laptop Dealers 19 17.27
Through third party 11 10
Friends & Relatives 18 16.36
Warranty Period Up to 1 year 32 29.09
1-3 year 52 47.27
Above 3 year 21 19.09
No warranty 5 4.54
Mode Of Purchase Cash 61 55.45
Credit 20 18.18
Bank loan 17 15.45
Others 12 10.90

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Interpretation
Majority (67.27%) of the respondents are female and 74.54% of the respondents belong
to the age group of 20-30 years. 70% of the respondents are unmarried and 75.45% of the
respondents are graduation level. Majority (40%) of the respondents are professional. Most of
the respondents are nuclear family. 59.09% of the respondents’ family size belongs to 3-4
members. Most of the respondents’ monthly income is RS. 10,001-20,000. Majority of the
members use the laptop for studies. Majority (45.45%) of the respondents’ awareness is through
friends & relatives. Majority (37.27%) of the respondents are aware of the hardware
configuration in laptop computers. Major respondents are preferred buying of the laptop in
showrooms. Majority (55.45%) of the respondents’ mode of purchase is cash purchase.

INFLUENCING OF THE LAPTOP

COST QUALITY SIZE PROCESSING MEMORY WIRELESS

SPEED CAPACITY

HIGH 60 55.45 28.18 52.72 44.54 35.45

MEDIUM 38.18 41.81 60.90 36.36 40.90 42.72

LOW 1.81 2.72 10.90 10.90 14.54 23.63

TOTAL 110 110 110 110 110 110

Interpretation
The above table shows that out of the total respondents selected for the study, 60% of the
respondents are influencing to purchase the laptop by cost, 55.45% of the respondents are
influencing to purchase the laptop by quality, 60.90% of the respondents are influencing to
purchase the laptop by size, 52.72% of the respondents are influencing to purchase the laptop by
processing speed, 44.54% of the respondents are influencing to purchase the laptop by memory
capacity, 42.72% of the respondents are influencing to purchase the laptop by wireless.

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PERFORMANCE LEVEL OF HP LAPTOP

PROCESSING STORAGE BATTERY HARDWARE

SPEED CAPACITY PACKAGE CONFIGURATION

HIGH 75.45 49.09 39.09 26.36

MEDIUM 21.81 45.45 42.72 47.27

LOW 2.72 5.45 18.18 26.36

TOTAL 110 110 110 110

Interpretation:
The above table shows that out of the respondents selected for the study, 75.45% of the
respondents’ laptop performance is high with processing speed, 49.09%of the respondents’
laptop performance is high with storage capacity, 42.72% of the respondents’ laptop
performance is medium with battery package, and 47.27% of the respondents’ laptop
performance is medium with hardware.

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LEVEL OF SATISFACTION ABOUT LAPTOP

Easy Heat Battery Hardware Integrated

Handling Package Configuration TV Tuner

High satisfied 73.63 30 46.36 40.90 49.09

Satisfied 24.54 50.90 33.63 45.45 33.63

Dissatisfied 1.81 19.09 20 13.63 17.27

TOTAL 110 110 110 110 110

Interpretation:
The above table shows that out of the respondents selected for the study,
73.63% of the respondents are high satisfied with easy handling, 50.90% of the
respondents are satisfied with heat, 46.36% of the respondents are high satisfied with
battery package, 45.45% of the respondents are satisfied with hardware
configuration.

Findings

Majority of the respondents are unmarried.

Most of the respondents are graduation level.

Majority of the respondents are professional.

Majority of the respondents are nuclear family.

Majority of the respondents’ family size with 3-4 members.

Majority of the respondents’ monthly income of RS.10, 001-20,000.

Majority of the respondents using the laptop for studies.

.Conclusion
The study mainly focused on the customer satisfaction towards HP laptop with special
reference to Coimbatore city. This survey made me to know about the consumer satisfaction
but not the study on the whole. It is a part of a survey might is useful in future to know the
value of HP laptops which attains a better place among the laptops. The survey resulted in
least beneficial schemes was introduced the market so as to increase the position the
companies. .

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