CHAPTER-I

INTRODUCTION ABOUT THE STUDY

1.1 INTRODUCTION:

At present companies like LG, Videocon, Samsung, and Whirlpool

occupy approximately 74.6 percent of the market. Companies like Onida and
Godrej together occupy almost 6 to 8 percent of the market. There have been a
change in the levels of aspiration across India and this is evident in the Tier II
cities as well. These cities are going for the completely automatic washing
machines. The front loading washing machines have gained a lot of popularity
in the B and C category towns in the past 10 months or so.
Other companies such as IFB, Haier, and Panasonic are also making their
presence felt in this segment in the last couple of years.

LG
LG offers a wide array of washing machines with the latest and best
technology. They come in lovely colors, and modern and trendy designs.
Following are the various types of products in this segment:

 Front loading washing machines

 Top loading washing machines
 Washer dryers
 Semi automatic washing machines

1
Videocon:
Videocon can be credited for creating the first ever completely
automatic top loading washing machines that have direct drive technology. It
has also used the same technology to come up with India’s first tilt drum
washing machine. It primarily deals in Front Loading, Semi Automatic, and Top
Loading washing machines. .

Samsung:
The front loading washing machines of Samsung offer various looks as
well as functions. The top loading variety has a various settings and styles for
the discerning consumers. The semi automatic washing machines are known for
their effective performance. .

Whirlpool:
Whirlpool washing machines offer 1-2-1-2 hand wash facilities along
with in built heater and 6th sense benefits. They come in different variations like
the following:

 Semi Automatic
 Fully automatic (top load)
 Fully automatic 360 degree machines
 Fully automatic (front load)

Onida
The fully automatic washing machines of Onida have built-in brushes,
a unique aspect, which makes sure clothes are washed just like a hand wash.
These washing machines also have strong motors. The semi automatic washing
machines of Onida are competent enough to handle the regular laundry needs of
the owners. It also features the in-built brush. .
.
2
Godrej:
Godrej offers two main types of washing machines – the fully
automatic ones and the semi automatic ones. The fully automatic washing
machines are available in different versions like tilt open drum, top loading, and
front loading. .

IFB : .
IFB washing machines are built with German technology and have
features like Aqua Energie, a device that makes it easier for detergents to
operate and makes clothes softer. These washing machines also use less water,
electricity, and washing powders. These machines have smart sensors that find
out any imbalance during the spin and then correct it and also make the least
sound during extra insulation. They have shower and water jets in the paddles
that makes sure clothes are totally soaked. .

.
Haier:
Haier offers three major types of washing machines – semi automatic,
top load fully automatic, and front load fully automatic. The unique selling
point of these machines is 5 year warranty and near zero pressure technology.
They are mainly available in two colors – grey, and white. .

Panasonic:
The fully automatic washing machines of Panasonic have a washing
capacity ranging from 7 kg to 14 kg. They offer energy efficiency and water
saving that is at par with the very best in the industry. They also have foam and
auto load sensors and drum inlets that make loading and unloading easy. In
addition to these the washing machines offer programmed wash courses and
double layer doors. .

3
1.2 CUSTOMER SATISFACTION

Customer satisfaction, a business term, 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 and is part of the four
perspectives of a balanced scorecard
.
In a competitive marketplace where business compete for customers
satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy. The usual measures of customer satisfaction
involve a survey with a set of statements using a Likert Technique or scale. The
customer is asked to evaluate each statement in terms of their perception and
expectation of performance of the service being measured. We conduct a
customer satisfaction survey, what you ask the customer is important.

4
1.3 REVIEW OF LITERATURE

Review of literature is essential for every research to carry on

investigation successfully. Hence, the present study is also based on the
following reviews:

According to “C.Madhavi, John William Felix”, A study on

customers’ level of perception and experience of product valves with
reference to refrigerators1.

The values in general, depend on product attributes like price, timeliness,

quality, image, etc. But all the attributes are important for a product’s success.
However, some attributes may be more important than others in determining
values.

The values perceived were found to vary significantly. There was a

significant level of association between the two sets of values. The shared
variation between the linear composition of the experience level and the
perception level was 79.6 percent. But, 40.31 percent of the experience level of
these values was predicated by the perceived values. Some values are
interrelated2.

C.Madhavi, John William Felix, “Customers’ level of perception and experience of product values with
reference to refrigerators”, Volume : XXXII, No:10, October, 2002.

5
 According to J.K.Sanzgiri, “The retailers stand to benefit too. They need
not worry about return of empties or breakages. It saves on the efforts. In
totality the concept is favourable to everyone. This response is fantastic, it has
been found that even the Pepsi drinks are switching very often.

Dr. K. Chidamabaram and S.Ganesan, conducted “a study on brand

preference of passenger car”. They found that the most important factors
which influencing the purchase of car followed by brand name, safety, price and
the like.5

Mrs.A.Santhoshkumari, A. Ragunatha Reddy and D. Kamaleswari,

conducted “a study on consumer buying behavior in two-wheeler industry”.
They found that most of the respondents are satisfied with the performance,
maintenance and after sale service provided by the dealers. Most of the
respondents preferred to buy Hero Honda Splendor due to its brand image.6

J.K.Sanzgiri, “Brand preference of passengers car” –Dr.K.Chibaram, Dr.A.Sundara Rajan, “Journal of

marketing” Vol. XXXIV, p.8 Aug 2000.
Dr. K. Chidamabaram and S.Ganesan, conducted “a study on brand preference of passenger car” “Journal
of marketing” Vol. XXXIV, p.8 Aug 2000..
Mrs.A.Santhoshkumari,A. Ragunatha Reddy and D. Kamaleswari, “Journal of marketing” Vol. XXXIV,
Aug 2000.

Mr.A.Selvaraj and Mr.A.Mahendran conducted “a study on brand

preference of Washing Machine”. They found that the quality, brand name

6
and after sale service together decide the purchase. They study also found that
majority of the respondents prefer to its best availability and reasonable price.

Dr.K.Ravichandran and Mr.S.Narayana raja conducted “a study on

factors determining the brand preference of Televisions”. They found that
advertisement plays a vital role in influencing the purchase decision of a
particular brand.

Mr.A.Selvaraj and Mr.A.Mahendran ,“a study on brand preference of Washing Machine”. “Journal of
marketing” Vol XXXIV, Nov.2004

Dr.K.Ravichandran and Mr.S.Narayana, “Journal of marketing” Vol XXXIV, Nov.2004

1.5 STATEMENT OF THE PROBLEM:

7
 An attempt is made to find out the customer’s satisfaction towards the
marketing the products. The retailers are successful only if he can match his
products and services with that of the needs of his customer. A mix of products,
price, place, promotional evidences, people and process meet the physical and
emotional needs of the customer.

Customer satisfaction is the key to the profitability of retailing in India

and it implies the retention of customers for the long-term which is cheaper than
attracting new customers.

In the current scenario of retailing becoming larger and closer of small

retailers, the question arises whether the customers are satisfied or otherwise
and what are the elements of retailing which lead to the satisfaction or
dissatisfaction of customers. The knowledge of current levels of satisfaction and
in particular, the key determinants of satisfaction benefit those in the industry
allowing them to focus and build upon key areas that lead to highly satisfied
customers.

8
1.6 OBJECTIVE OF THE STUDY:
To study consumer preference with respect to usage pattern of washing
machine as,

 To describe the demographic profile of the respondent.

 To identify consumer satisfaction on LG washing machine.
 To analyse the different factors influenced in consumer satisfaction
of LG washing machine.
 To get suggestion for developing marketing strategies of LG
washing machine.

1.7 SCOPE OF THE STUDY

9
 Now washing machine is a necessity and forms a part of life of the
people. In modern days, washing machine is a necessary one for every family
to satisfy themselves and to keep the prestige of holding them in the society.
This study has been undertaken to find out the brand preference of
washing machine among the people in Bhavani.

LIMITATIONS OF THE STUDY

Every study has certain limitations. In our study, also there were certain
limitations, which I could not able to solve.

 The research was conducted in small area.

 Our research work period witness the biggest ups and downs in
product sale of different brands, which affected the perception of
the customer.
 The study is based upon the prevailing consumer behavior may
change according to time, fashion and technology development, etc

1.8 RESEARCH METHODOLOGY

10
  SAMPLE DESIGN
 DATA COLLECTION
 DATA ANALYSIS
 SAMPLING DESIGN
 SAMPLING AREA
 SAMPLING SIZE
 SAMPLING AREA

The sampling area is Bhavani town

 SAMPLING SIZE

The researcher use convenient sampling method by which 100 sampling

were selected for the study.

 DATA COLLECTION
 PRIMARY DATA
 SECONDARY DATA
 PRIMARY DATA

The primary data was collected with the help of questionnaire and
interview schedule method. the questionnaire was administrated to 100
consumers of the washing machine in Bhavani town.

 SECONDARY DATA

11
 Secondary data collected from the records of the washing
machine ,Bhavani. Further data was collected by having discussions with
retailers, surveys on consumers and websites.

 TOOLS FOR ANALYSIS

In order to analysis the data, various statistical tools were used in this
study.

 PERCENTAGE ANALYSIS

Percentages are often used in data presentation to simplify numbers,

reducing all of them to 0 to 100 ranges. Through the use of percentages, the data
are reduced in the standard from with base equal to 100 fact of facilitates
relative comparison.

 CHI- SQUARE ANALYSIS

Chi- square analysis is a non parametric test which is used to check the
goodness of fit for large samples. This test is used to compare the given
observed frequencies with the corresponding expected frequencies of assumed
theoretical distribution to draw conclusion about whether or not the given data
follow the assumed distribution .

It can also be used to make comparisons between theoretical population

and actual data when categories are used. Chi- square ,symbolically written as
2 calculated as follows,

Chi-square 2 = ∑(O-E)2
E

O= Observed frequency

12
E= Expected frequency

Degree of freedom = (c-1) (r-1)

C= Means the number of column

R= Means the number of row

 WEIGHTED SCORE ANALYSIS

The average rank analysis is preformed to identify the priority of the

different category of the consumer performance in the washing machine based
on the consolidated priority of the respondents. The average rank is calculated
and the final rank is fixed based on the criteria lesser the average rank more is
the priority on the various aspects relating personal factors.

Total
Weighted average = × 100
No of items × No of respondents

CHAPTER SCHEME

CHAPTER-I

13
Introduction and design of the study

This chapter contains introduction of the study, statement of problem, review

of literature, scope of the study, objectives of the study, methodology of the study,

tools for analysis, limitations of the study and chapter scheme.

CHAPTER-II

Theoretical aspects of LG washing machine

The second chapter presents the theoretical aspects of textile industry and the

profile of the LG washing machine.

CHAPTER-III

Profile of the respondents

The third chapter presents profile of the respondents.

CHAPTER-IV

Analysis and interpretation

14
 The chapter deals with statistical analysis such as

 Chi- square analysis

 Weighted score analysis

CHAPTER-V

Summary of findings and suggestions and conclusion

This chapter narrates the finding, suggestions and conclusions.

BIBLIOGRAPHY

APPENDIX

CHAPTER-II

15
 THEORETICAL ASPECTS OF THE STUDY

Introduction:

Since the development of the industry after years sand washer equipment,
national policy promote water conservancy bridges, hydroelectric dam
construction projects ongoing, the demand for sand washer equipment gradually
increased recently, the requirement of production technology is also
accompanied higher and higher. Market development gradually expand, more
economic benefits, many enterprises have invested in the washing machine
manufacturing industry, the production of these enterprises lack the correct lead,
rational planning, sand washer equipment is not subject to stringent testing
prompted a large number of low-quality products into the market, causing
market chaos. Washing machine is the key equipment in the production
equipment, and quickly became the mainstay of China's mining machinery
industry has very good results of the past few years of business development,
one of the machinery industry.

Customers deal with the technical requirements of washer equipment not

only gravel clean, but also to the production of contaminated water disposal
reasonable, so that the environment will not be subject to serious pollution.
Some small construction enterprises due to lack of development planning and
shortage of funds, acquisition of the production of low-tech sand washing
machine products, the quality of these products cannot be guaranteed, although
the price is relatively cheap, but the equipment the poor performance in the
production process often various failures, resulting in the construction site of the
insecurity.

16
 China washer equipment on the technical strength, there are a lot of
companies imitate other's technology, the ability of independent innovation
must be strengthened. Hongxing sand washer equipment production technology
by virtue of their own efforts to continuously improve the technical level of the
products put into force to increase the capability of independent innovation,
improve product quality and achieve market international. In the sand
production line, people also need primary stone crusher, vibrating screen, rotary
dryer and so on.

A washing machine (laundry machine, clothes washer, or washer) is a

machine to wash laundry, such as clothing and sheets. The term is mostly
applied only to machines that use water as opposed to dry cleaning (which uses
alternative cleaning fluids, and is performed by specialist businesses) or
ultrasonic cleaners. Washing entails immersing, dipping, rubbing, or scrubbing
in water usually accompanied by detergent, or bleach. The simplest machines
may simply agitate clothes in water; automatic machines may fill, empty, wash,
spin, and heat in a cycle. Most washing machines remove substantial amounts
of water from the laundry at the end of a wash cycle, but do not completely dry
it.

The process of hand

Laundering by hand involves soaking, beating, scrubbing, and rinsing

dirty textiles. Before indoor plumbing, the housewife also had to carry all the
water used for washing, boiling, and rinsing the laundry; according to an 1886
calculation, women fetched water eight to ten times every day from a pump,
well, or spring. Water for the laundry would be hand carried, heated on a fire for
washing, then poured into the tub. That made the warm soapy water precious; it
would be reused, first to wash the least soiled clothing, then to wash
progressively dirtier laundry. .

17
 Removal of soap and water from the clothing after washing was
originally a separate process. First soap would be rinsed out with clear water.
After rinsing, the soaking wet clothing would be formed into a roll and twisted
by hand to extract water. The entire process often occupied an entire day of hard
work, plus drying and ironing.

Washing by machine

Clothes washer technology developed as a way to reduce the manual

labor spent, providing an open basin or sealed container with paddles or fingers
to automatically agitate the clothing. The earliest machines were hand-operated
and constructed from wood, while later machines made of metal permitted a fire
to burn below the washtub, keeping the water warm throughout the day's
washing. The earliest special-purpose washing device was the scrub board,
invented in 1797.

By the mid-1850s, steam-driven commercial laundry machinery was on

sale in the UK and US. Technological advances in machinery for commercial
and institutional washers proceeded faster than domestic washer design for
several decades, especially in the UK. In the US there was more emphasis on
developing machines for washing at home, though machines for commercial
laundry services were widely used in the late 19th and early 20th centuries. The
rotary washing machine was patented by Hamilton Smith in 1858. As electricity
was not commonly available until at least 1930, some early washing machines
were operated by a low-speed single-cylinder hit and miss gasoline engine.

18
Wringing by machine

After the items were washed and rinsed, water had to be removed by
twisting. To help reduce this labor, the wringer/mangle machine was developed.

The mangle used two rollers under spring tension to squeeze water out of
clothing and household linen. Each laundry item would be fed through the
wringer separately. The first wringers were hand-cranked, but were eventually
included as a powered attachment above the washer tub. The wringer would be
swung over the wash tub so that extracted wash water would fall back into the
tub to be reused for the next load. As implied by the term "mangle," these early
machines were quite dangerous, especially if powered and not hand-driven. A
user's fingers, hand, arm, or hair could become entangled in the laundry being
squeezed, resulting in horrific injuries; unwary bystanders, such as children,
could also be caught and hurt. Safer mechanisms were developed over time, and
the more hazardous designs were eventually outlawed.

The modern process of water removal by spinning did not come into use
until electric motors were developed. Spinning requires a constant high-speed
power source, and was originally done in a separate device known as an
"extractor". A load of washed laundry would be transferred from the wash tub
to the extractor basket, and the water spun out in a separate operation. These
early extractors were often dangerous to use, since unevenly distributed loads
would cause the machine to shake violently.

Many efforts were made to counteract the shaking of unstable loads, such
as mounting the spinning basket on a free-floating shock-absorbing frame to
absorb minor imbalances, and a bump switch to detect severe movement and
stop the machine so that the load could be manually redistributed.

19
The process combined

What is now referred to as an automatic washer was at one time referred

to as a "washer/extractor", which combines the features of these two devices
into a single machine, plus the ability to fill and drain water by itself. It is
possible to take this a step further, and to also merge the automatic washing
machine and clothes dryer into a single device, called a combo washer dryer.

In 2001, Whirlpool Corporation introduced the Calypso, the first vertical-

axis high efficiency washing machine to be top-loading. A wash plate in the
bottom of the tub mutated (a special wobbling motion) to bounce, shake, and
toss the laundry around. Simultaneously, water containing detergent was
sprayed on to the laundry. The machine proved to be good at cleaning, but
gained a bad reputation due to frequent breakdowns and destruction of laundry.
The washer was recalled with a class-action lawsuit and pulled off the market.

Features available in most modern consumer washing machines:

 Predefined programs for different laundry types

 Variable temperatures, including cold wash
 Rotation speed settings
 Delayed execution: a timer to delay the start of the laundry cycle

Additionally some of the modern machines feature:

 Child lock
 Time remaining indication
 Steam

20
 Future functionalities will include energy consumption prognosis before
starting the program, and electricity tariff induced delayed start of the machines.
Integration into home local (wireless) networks will allow to monitor energy
demand via different clients like computers or smart phones.

There has been a remarkable amount of change in the customer profile of

the washing machine industry in India in the last couple of years. Income levels
have increased at a commendable rate and now more people have dispensable
income to buy products such as washing machines.

Buyers are now looking for factors like design, trends, and quality of a
product rather than just the prices. Visual appeal of products has also become an
important criterion in this regard. .

Washing machines are no longer regarded as just luxury appliances and

for the middle class, which is getting bigger at a decidedly quick pace, as well
as for the youth, who holiday a lot outside India, buy expensive products, or
experiment with western food. .

They have become an essential part of daily lives. Changes in lifestyle

have meant that appliances that have high tech facilities are also enjoying a lot
of popularity now.

21
COMPANY PROFILE:

LG Electronics Inc. (Korean: LGs, KRX: 066570, LSE: LGLD) is a

South Korean multinational electronics company headquartered in Yeouido-
dong, Seoul, and a member of the LG Group chaebol. The company operates its
business through five divisions: Mobile Communications, Home Entertainment,
Home Appliances, Air Conditioning, and Energy Solutions. It is the world's
second-largest television manufacturer (after Samsung Electronics), and the
world's fourth-largest mobile phone maker by unit sales in the third quarter of
2013.

The group was formed through the merger of two Korean companies,
Lak-Hui (pronounced "Lucky") and GoldStar, from which the abbreviation of
LG was derived. The current "Life's Good" slogan is a backronym. Before the
corporate name change to LG, household products were sold under the brand
name of Lucky, while electronic products were sold under the brand name of
GoldStar. In January 2009 LG was able to buy the domain name LG.com for
low six figures USD.

In 1994, GoldStar gained sponsorship from The 3DO Company to make

the first 3DO Interactive Multiplayer. In 1995, GoldStar was renamed LG
Electronics, and acquired the US electronics company Zenith. LG Solar Energy
is a subsidiary formed in 2007 to allow LG Chem to supply polysilicon to LG
Electronics for production of solar cells. In 2008, LG took its first dive into the
solar panel manufacturing pool, as it announced a preliminary deal to form a
joint venture with Conergy. Under the deal, set to be completed by year's end,
LG would acquire a 75 percent stake in Conergy's Frankfurt solar-panel plant.
LG has produced camcorders called ARTCAM and DSLRs.

22
 By 2005, LG was a Top 100 global brand, and in 2006, LG recorded a
brand growth of 14%. Its display manufacturing affiliate, LG Display, is now
the world's largest plasma panel manufacturer.

On December 5, 2012, the antitrust regulators of European Union fined

LG Electronics and several other major companies for fixing prices of TV
cathode-ray tubes in two cartels lasting nearly a decade.

Operations

LG Electronics has about 75 subsidiaries worldwide. LG Electronics

owns Zenith and controls 37.9 percent of LG Display.

Mobile Communications division

The Mobile Communications division provides mobile communication

terminals, personal computers and communication devices. LG mobile devices
are made for CDMA networks worldwide. LG phones are available also in
unlocked versions that can be used on any GSM and network worldwide. LG
sold 116.7 million mobile phones in 2010, corresponding to a market share of
8.4%.

Home Appliances division

The Home Appliances division manufactures refrigerators, washing

machines, stoves, microwave ovens, vacuum cleaners, compressors, and
motors.Its 2007 sales totaled KRW 11.8 trillion, accounting for 29% of the
company's total revenue. The division's profit was KRW 717.1 billion. About
35% of the company's home appliance revenue comes from the North American
market.

23
Air Conditioning & Energy Solutions division

The Air Conditioning & Energy Solutions division makes air conditioners
and LED lighting.

Products

LG Electronics' products include computers, televisions, mobile phones,

home appliances and semiconductors (DRAM, SDRAM and flash memory). LG
Electronics introduced their first Internet TV in 2007, originally branded as
"NetCast Entertainment Access" devices. They later renamed the 2011 Internet
TV's to “LG Smart TV” when more interactive television features were added,
that enables the audience to receive information from the Internet while at the
same time watching conventional TV programming. LG's Magic Remote uses
Hillcrest Labs' Freespace technology to allow users to change channels using
gestures and Dragon NaturallySpeaking technology for voice recognition.

LG is listed in Greenpeace’s Guide to Greener Electronics where it

ranked 13th (jointly with Toshiba) out of 15 leading electronics makers in
November 2011, scoring 2.8 out of 10. LG benefited from having a penalty
point lifted from the previous edition (October 2010). The company was
penalised for failing to meet its commitment to make products free of polyvinyl
chloride (PVC) plastic and brominated flame retardants (BFRs) by the end of
2010. All of LG's mobile phones are now free from PVC and BFRs while other
products such as TVs and notebooks contain PVC/BFR free parts; LG aims to
phase these substances out from TVs monitors and PCs by 2012 and household
appliances by 2014.

24
 In the Guide the company scored badly on the Energy criteria, being
criticized for setting a weak target for the reduction of greenhouse gas emissions
and not making renewable energy part of its low carbon strategy. LG scored
most points in the Sustainable Operations category with the company providing
take-back for obsolete phones in 52 countries and being in the process of
addressing the issue of conflict minerals. However, the guide warned that LG
risks incurring a penalty point in future editions as it was still being listed as a
client of Asia Pulp and Paper (APP) who have been linked to illegal logging and
deforestation in Indonesia.

Choice magazine, in independent tests of popular LG fridge models in

2010, found the energy consumption in two models was higher than claimed by
LG. LG was aware of the problem and had offered compensation to affected
customers. In 2004, LG made 4A-rated water efficiency claims for numerous
washing machines before they were certified. LG gave undertakings to the
Australian Competition and Consumer Commission (ACCC) to provide
appropriate corrective notices and upgrade and maintain its trade practices
compliance program. In 2006, LG overstated energy efficiency on five of its air
conditioner models and was again required to offer consumers rebates to cover
the extra energy costs.

LG Electronics is planning to build an environmentally friendly North

American headquarters in the borough of Englewood Cliffs in Bergen County,
New Jersey, having received a favorable legal decision subsequently being
appealed based upon building height issues. The building will be the first to
break the tree line of The Palisades (Hudson River), a US National Natural
Landmark.

25
 CHAPTER-III

PROFILE OF THE RESPONDENTS

For the purpose of the study, the respondents are classified according
to their demographic factors such as age, gender, educational qualification,
occupation, monthly income, marital status, place of residence and number of
members in the family and also on the basis of the factors concerning to choose
LG washing machine.

In this chapter an attempt has been made to outline the profile of the
respondents who were interview for the study of the LG washing machine in
Bhavani town.

No. of respondents
Percentage = × 100
Total

26
AGE OF THE RESPONDENTS:

For the purpose of this study, the respondents are divided into four groups
viz, below 21, 21 to 30, 31 to 40, above 40 as shown in table 3.1.

TABLE: 3.1

AGE OF THE RESPONDENTS

Age No of respondents Percentage (%)

Below 21 12 12
21 to 30 30 30
31 to 40 45 45
Above 40 13 13
Total 100 100

From the above table 3.1, it is noted that 12 percent of respondents were
in the age group of below 21, 30 percent of respondents were in the age group
of 21 to 30, 45 percent of respondents were in the age group of 31 to 40 and 13
percent of respondents were in the age group of above 40. Hence the majority
of the 45 percent were in the age group of 31 to 40.

27
 TABLE: 3.1

AGE OF THE RESPONDENTS

28
GENDER OF THE RESPONDENTS:

The respondents are distributed on the basis of their gender for the
purpose of further analysis is shown in table 3.2.

TABLE: 3.2

GENDER OF THE RESPONDENTS

Gender No of respondents Percentage (%)

Male 20 20
Female 80 80
Total 100 100

It is observed from the above table 3.2 that there were 20 percent of
respondents representing male and the remaining 80 percent of them were
female. Hence the majority i.e. 80 percent of the respondents were female.

29
 TABLE: 3.2

GENDER OF THE RESPONDENTS

30
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS:

The researcher has classified the respondents based on their educational

qualification as illiterates, school level, college level and others including as
shown in table 3.3.

TABLE:3.3

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

Educational No. Of respondents Percentage(%)

qualification
Illiterate 13 13
School level 22 22
College level 51 51
Others 14 14
Total 100 100

It is observed from table 3.3 that 13 percent of the respondents were

illiterates, 22 percent of the respondents were school level, 51 percent of them
were college level and others were 14 percent of the respondents. Hence the
majority of the respondents representing 51 percent were college level.

31
 TABLE: 3.3
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

OCCUPATION STATUS OF THE RESPONDENTS:

32
 Based on their occupation, respondents have been classified into four
categories such as those who were engaged in student, employee, professional,
and others as shown in table 3.4.
TABLE: 3.4
OCCUPATION STATUS OF THE RESPONDENTS

Occupation No. Of respondents Percentage(%)

Student 08 08
Professional 52 52
Employee 25 25
Others 15 15
Total 100 100

The above table 3.4 shows, 08 percent of the respondents were

engaged in student, 52 percent in professional, 25 percent in employee and 15
percent in others. Hence the majority is 52 percent of the respondents were
professional.

TABLE: 3.4
OCCUPATION STATUS OF THE RESPONDENTS
33
MONTHLY INCOME OF THE RESPONDENTS:

34
 Income is one of the crucial factors in deciding the amount to be spent on
improvements of one’s personality. For the purpose of this study family
monthly income has been classified into four groups such as below Rs.10000,
Rs.10000 to 20000, 20000 to 30000 and above Rs.30000. The respondents are
distributed accordingly as shown in table 3.5.

TABLE: 3.5

MONTHLY INCOME OF THE RESPONDENTS

Family income No. Of respondents Percentage(%)

Below 10000 06 06
Rs.10000 to 20000 26 26
Rs.20000 to 30000 50 50
Above Rs.30000 18 18
Total 100 100

It is evident from the table 3.5 that the 06 percent of the respondents
have a family monthly income ranging from below 10000 followed by 26
percent of them those family monthly income was Rs.10000 to 20000, 50
percent of the respondents have a family monthly income ranging from 20000
to 30000 where as there were 18 percent in the monthly income on above Rs.
30000. Hence the majority of 50 percent of the respondents were having a
family monthly income ranging from Rs.20000 to 30000.

TABLE: 3.5

MONTHLY INCOME OF THE RESPONDENTS

35
PLACE OF RESIDENCE:

36
 Based on their place of residence, respondents have been classified into
three categories such as those who were engaged in rural, urban and semi-urban
as shown in table 3.6.
TABLE: 3.6

PLACE OF RESIDENCE

Residence No. Of respondents Percentage (%)

Rural 20 20
Urban 41 41
Semi-urban 39 39
Total 100 100

The above table 3.6 shows, 20 percent of the respondents were

engaged in rural, 41 percent in urban and 39 percent in semi-urban . Hence the
majority is 41 percent of the respondents were urban.

TABLE: 3.6
PLACE OF RESIDENCE

37
MARITAL STATUS OF THE RESPONDENTS:

38
 In general, buying decision will be different for the married couples when
compared to spinsters. For the purpose of this research , the respondents are
classified depending on their marital status as married and unmarried as shown
in table 3.7.

TABLE 3.7

MARITAL STATUS OF THE RESPONDENTS

Marital status No of respondents Percentage (%)

Married 55 55
Unmarried 45 45
Total 100 100

It is observed from table 3.7, 55 percent of the respondents were married.

Where as there were 45 percent respondents were unmarried. Hence the
majority of 55 percent of the respondents were unmarried.

TABLE 3.7

39
 MARITAL STATUS OF THE RESPONDENTS

NUMBER OF MEMBERS IN THE FAMILY:

40
 In the present study based on the number of members in their family, the
respondents are classified into three categories as shown in table 3.8.

TABLE 3.8
NUMBER OF MEMBERS IN THE FAMILY

Family size No. Of respondents Percentage (%)

Upto 4 16 16
4 to 6 59 59
Above 6 25 25
Total 100 100

The above table 3.8 shows that 16 percent have family size were up to 4,
59 percent have family size were 4 to 6 and 25 percent have family size were
above 6. Hence the majority of 59 percent of the respondents have 4 to 6
members in their family.

TABLE 3.8

41
 NUMBER OF MEMBERS IN THE FAMILY

LEVEL OF SATISFACTION ON PRICE:

42
 The researcher has made an attempt to know the respondents opinion
about the price of the washing machine viz, highly satisfied, satisfied,
dissatisfied and highly dissatisfied as shown in table 3.9

TABLE 3.9

LEVEL OF SATISFACTION ON PRICE

Opinion No. Of respondents Percentage (%)

Highly satisfied 09 09
Satisfied 56 56
Dissatisfied 25 25
Highly dissatisfied 10 10
Total 100 100

The above table 3.9 inferred that 09 percent of the respondents are
highly satisfied, 56 percent of the respondents were satisfied, 25 percent of the
respondents were dissatisfied and 10 percent of the respondents were highly
dissatisfied. Hence the majority is 56 percent of the respondents were satisfied
in price offered by washing machine.

TABLE 3.9

43
 LEVEL OF SATISFACTION ON PRICE

LEVEL OF SATISFACTION ON QUALITY:

44
 The researcher has made an attempt to know the respondents opinion
about the quality of the washing machine viz, highly satisfied, satisfied,
dissatisfied and highly dissatisfied as shown in table 3.10

TABLE 3.10

LEVEL OF SATISFACTION ON QUALITY

Opinion No. Of respondents Percentage (%)

Highly satisfied 34 34
Satisfied 31 31
Dissatisfied 20 20
Highly dissatisfied 15 15
Total 100 100

The above table 3.10 inferred that 34 percent of the respondents are
highly satisfied, 31 percent of the respondents were satisfied, 20 percent of the
respondents were dissatisfied and 15 percent of the respondents were highly
dissatisfied. Hence the majority is 34 percent of the respondents were highly
satisfied in quality offered by washing machine.

TABLE 3.10

45
 LEVEL OF SATISFACTION ON QUALITY

LEVEL OF SATISFACTION ON CAPACITY:

46
 The researcher has made an attempt to know the respondents opinion
about the capacity of the washing machine viz, highly satisfied, satisfied,
dissatisfied and highly dissatisfied as shown in table 3.11

TABLE 3.11

LEVEL OF SATISFACTION ON CAPACITY

Opinion No. Of respondents Percentage (%)

Highly satisfied 21 21
Satisfied 43 43
Dissatisfied 29 29
Highly dissatisfied 07 07
Total 100 100

The above table 3.12 inferred that 21 percent of the respondents are
highly satisfied, 43 percent of the respondents were satisfied, 29 percent of the
respondents were dissatisfied and 07 percent of the respondents were highly
dissatisfied. Hence the majority is 43 percent of the respondents were satisfied
in capacity offered by washing machine.

TABLE 3.11

47
 LEVEL OF SATISFACTION ON CAPACITY

LEVEL OF SATISFACTION ON CONVENIENCE:

48
 According to level of satisfaction regarding convenience offered by the
washing machine, the respondents are classified such as highly satisfied,
satisfied, dissatisfied and highly dissatisfied as shown in table 3.12.

TABLE 3.12

LEVEL OF SATISFACTION ON CONVENIENCE

Opinion No. Of respondents Percentage (%)

Highly satisfied 13 13
Satisfied 47 47
Dissatisfied 28 28
Highly dissatisfied 12 12
Total 100 100

It is clear from the table 3.12, out of the total respondents 13 percent
were highly satisfied, 47 percent were satisfied, 28 percent were dissatisfied and
12 percent were highly dissatisfied. Hence the majority 47 percent of the
respondents were satisfied with the convenience offered by washing machine.

TABLE 3.12

49
 LEVEL OF SATISFACTION ON CONVENIENCE

LEVEL OF SATISFACTION ON SERVICE FACILITY:

50
 The researcher has made an attempt to know the respondents opinion
about the service facility of the washing machine viz, highly satisfied, satisfied,
dissatisfied and highly dissatisfied as shown in table 3.13

TABLE 3.13

LEVEL OF SATISFACTION ON SERVICE FACILITY

Opinion No. Of respondents Percentage (%)

Highly satisfied 05 05
Satisfied 50 50
Dissatisfied 36 36
Highly dissatisfied 09 09
Total 100 100

The above table 3.13 inferred that 05 percent of the respondents are
highly satisfied, 50 percent of the respondents were satisfied, 36 percent of the
respondents were dissatisfied and 09 percent of the respondents were highly
dissatisfied. Hence the majority is 50 percent of the respondents were satisfied
and satisfied in service facility offered by washing machine.

TABLE 3.13

51
 LEVEL OF SATISFACTION ON SERVICE FACILITY

LEVEL OF SATISFACTION ON AFTER SALES SERVICE:

52
 According to level of satisfaction regarding after sales service offered
by the washing machine, the respondents are classified such as highly satisfied,
satisfied, dissatisfied and highly dissatisfied as shown in table 3.14

TABLE 3.14

LEVEL OF SATISFACTION ON AFTER SALES SERVICE

Opinion No. Of respondents Percentage (%)

Highly satisfied 06 06
Satisfied 47 47
Dissatisfied 46 46
Highly dissatisfied 01 01
Total 100 100

It is clear from the table 3.14, out of the total respondents 06 percent
were highly satisfied, 47 percent were satisfied, 46 percent were dissatisfied and
01 percent were highly dissatisfied. Hence the majority 47 percent of the
respondents were highly satisfied with the after sales service offered by washing
machine.

TABLE 3.14

53
 LEVEL OF SATISFACTION ON AFTER SALES SERVICE

LEVEL OF SATISFACTION ON INVESTMENT:

54
 According to level of satisfaction regarding investment offered by the
washing machine, the respondents are classified such as highly satisfied,
satisfied, dissatisfied and highly dissatisfied as shown in table 3.15.

TABLE 3.15

LEVEL OF SATISFACTION ON INVESTMENT

Opinion No. Of respondents Percentage (%)

Highly satisfied 14 14
Satisfied 49 49
Dissatisfied 24 24
Highly dissatisfied 13 13
Total 100 100

It is clear from the table 3.15, out of the total respondents 14 percent
were highly satisfied, 49 percent were satisfied, 24 percent were dissatisfied and
13 percent were highly dissatisfied. Hence the majority 49 percent of the
respondents were satisfied with the investment offered by washing machine.

TABLE 3.15

LEVEL OF SATISFACTION ON INVESTMENT

55
LEVEL OF SATISFACTION ON COLOR:

56
 According to level of satisfaction regarding color offered by the
washing machine, the respondents are classified such as highly satisfied,
satisfied, dissatisfied and highly dissatisfied as shown in table 3.16.

TABLE 3.16

LEVEL OF SATISFACTION ON COLOR

Opinion No. Of respondents Percentage (%)

Highly satisfied 15 15
Satisfied 51 51
Dissatisfied 21 21
Highly dissatisfied 13 13
Total 100 100

It is clear from the table 3.16, out of the total respondents 15 percent
were highly satisfied, 51 percent were satisfied, 21 percent were dissatisfied and
13 percent were highly dissatisfied. Hence the majority 51 percent of the
respondents were satisfied with the color offered by washing machine.

TABLE 3.16

57
LEVEL OF SATISFACTION ON COLOR

CHAPTER-IV

58
ANALYSIS AND INTERPRETATION
The data analysis and interpretation is a key to succeed the research. This
gives up-to-date information. Demographic factors concerning LG washing
machine are taken into account for analyzing the brand preference.

The Following Tools Are Used to Analyze the Data

1. CHI-SQUARE ANALYSIS

2. WEIGHTED SCORE ANALYSIS

CHI-SQUARE ANALYSIS

Chi-square test is used to make comparison between dependent variable

and independent variable. Respondent’s demographic factors such as gender,
age, educational qualification, occupation, monthly income of the family and
family size are considered to analysis the level of respondent’s satisfaction in
relation to the products under the LG washing machine and the service rendered
by it to the customers.

To find out whether or not the above factors determine the level of
satisfaction the level of satisfaction of the respondents these were considered as
independent variables and the level of satisfaction as already expressed by the

59
respondents were considered as dependent variable and the 2 test influences
were drawn.

Formula for 2 test

Chi-Square 2= ∑(O-E)2

Where,
O=Observed frequency
E=Expected frequency

AGE AND LEVEL OF SATISFACTION WITH REGARDS TO PRICE

Age is a crucial factor in decision-making. Success of any discipline

depends upon the right decision making. The following table shows the

60
distribution of sample respondents’ according to their age and level of
satisfaction with regards to price of LG washing machine. To analyze the
respondents’ satisfaction null hypothesis has been framed and tested by Chi-
Square test.
TABLE: 4.1
AGE AND LEVEL OF SATISFACTION WITH REGARDS TO PRICE

PRICE Total
AGE Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Below 20 2(22%) 4(7%) 2(8%) 4(40%) 12
21 to 30 4(45%) 9(16%) 15(60%) 2(20%) 30
31 to 40 3(33%) 31(55%) 7(28%) 4(40%) 45
Above 40 0(0%) 12(22%) 1(4%) 0(0%) 13
Total 9 56 25 10 100
 Source: Primary data
The above table shows 4.1 that the percentage of level of highly satisfied
is maximum (45%) among 21 to 30 and minimum is (0%) among above 40
years. The percentage of level of satisfied is maximum (55%) among 31 to 40
years and minimum is (07%) among below 20 years. The percentage of level of
dissatisfied is maximum (60%) among 21 to 30 years and the minimum is
(04%) among above 40. The percentage of level highly dissatisfied is maximum
(40%) among below 20 and 31 to 40 and the minimum is (0%) among above 40
aged respondents.

HYPOTHESIS
There is significant relationship between the respondent’s age and level of
satisfaction with regards to price of the LG washing machine.

61
 TABLE: 4.1(a)

CHI-SQUARE TEST
Factor Degree of Table Calculated Level of Rejected /
freedom value value significance Accepted
Price 9 23.589 31.188 5% Rejected

The above analysis reveals that the calculated value (31.188) is greater
than table value (23.589) therefore null hypothesis is rejected. Hence there is
relationship between the age and level of satisfaction with regards to price

AGE AND LEVEL OF SATISFACTION WITH REGARDS TO QUALITY

Age is a crucial factor in decision-making. Success of any discipline

depends upon the right decision making. The following table shows the

62
distribution of sample respondents’ according to their age and level of
satisfaction with regards to quality of LG washing machine. To analyze the
respondents’ satisfaction null hypothesis has been framed and tested by Chi-
Square test.
TABLE: 4.2
AGE AND LEVEL OF SATISFACTION WITH REGARDS TO QUALITY
QUALITY Total
AGE Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Below 20 5(15%) 5(16%) 0(0%) 2(13%) 12
21 to 30 10(29%) 8(26%) 6(30%) 6(40%) 30
31 to 40 16(47%) 12(39%) 11(55%) 6(40%) 45
Above 40 3(9%) 6(19%) 3(15%) 1(7%) 13
Total 34 31 20 15 100

 Source: Primary data

The above table shows 4.2 that the percentage of level of highly satisfied
is maximum (47%) among 31 to 40 years and minimum is (09%) among above
40 years. The percentage of level of satisfied is maximum (39%) among 31 to
40 years and minimum is (16%) among below 20 years. The percentage of level
of dissatisfied is maximum (55%) among 31 to 40 years and the minimum is
(0%) among below 20 years. The percentage of level highly dissatisfied is
maximum (42%) among 21 to 30 and 31 to 40 years and the minimum is (07%)
among above 40 aged respondents.

HYPOTHESIS
There is no significant relationship between the respondent’s age and level
of satisfaction with regards to quality of the LG washing machine.

TABLE: 4.2(a)

63
 CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Quality 9 23.589 6.532 5% Accepted

The above analysis reveals that the calculated value (6.532) is less than
table value (23.589) therefore null hypothesis is accepted. Hence there is no
relationship between the age and level of satisfaction with regards to quality.

AGE AND LEVEL OF SATISFACTION WITH REGARDS TO CAPACITY

Age is a crucial factor in decision-making. Success of any discipline

depends upon the right decision making. The following table shows the
distribution of sample respondents’ according to their age and level of
satisfaction with regards to capacity of LG washing machine. To analyze the

64
respondents’ satisfaction null hypothesis has been framed and tested by Chi-
Square test.
TABLE: 4.3
AGE AND LEVEL OF SATISFACTION WITH REGARDS TO CAPACITY

CAPACITY Total
AGE Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Below 20 1(5%) 8(19%) 2(7%) 1(14%) 12
21 to 30 6(28%) 13(30%) 8(28%) 3(43%) 30
31 to 40 10(48%) 20(47%) 13(45%) 2(29%) 45
Above 40 4(19%) 2(4%) 6(20%) 1(14%) 13
Total 21 43 29 7 100
 Source: Primary data
The above table shows 4.3 that the percentage of level of highly satisfied
is maximum (48%) among 31 to 40 years and minimum is (05%) among below
20 years. The percentage of level of satisfied is maximum (47%) among 31 to
40 years and minimum is (04%) among above 40 years. The percentage of level
of dissatisfied is maximum (45%) among 31 to 40 years and the minimum is
(07%) among below 20 years. The percentage of level highly dissatisfied is
maximum (43%) among 21 to 30 years and the minimum is (14%) among
below 20 and above 40 aged respondents.

HYPOTHESIS
There is no significant relationship between the respondent’s age and level
of satisfaction with regards to capacity of the LG washing machine.

TABLE: 4.3(a)

CHI-SQUARE TEST

65
 Factor Degree of Table Calculated Level of Rejected /
freedom value value significance Accepted
Capacity 9 23.589 8.295 5% Accepted

The above analysis reveals that the calculated value (8.295) is less than
table value (23.589) therefore null hypothesis is accepted. Hence there is no
relationship between the age and level of satisfaction with regards to capacity.

GENDER AND LEVEL OF SATISFACTION WITH REGARDS TO PRICE

In order to study the significance of the relationship between the gender of the
respondent’s and their level satisfaction with regards to price, the following null
hypothesis has been formulated and tested.

66
 TABLE: 4.4

GENDER AND LEVEL OF SATISFACTION WITH REGARDS TO PRICE

PRICE Total
GENDER Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Male 2(22%) 12(21%) 6(24%) 0(0%) 20
Female 7(78%) 44(79%) 19(76%) 10(100%) 80
Total 9 56 25 10 100
 Source: Primary data
The above table shows 4.4 that the percentage of excellent category
respondents is maximum (78%) among female group. The percentage of good
category is maximum (79%) among male group. The percentage of satisfactory is
maximum (76%) among female group. The percentage of poor category is maximum
(100%) among female group respondents.

HYPOTHESIS

There is no significant relationship between gender and level of satisfaction

with regards to price of the LG washing machine.

TABLE: 4.4(a)

67
 CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Price 3 12.838 2.849 5% Accepted

As the calculated value (2.849) of chi-square is less than the table value
(12.838) the null hypothesis is accepted. This reveals that there is no significant
relationship between gender and their level of satisfaction with regards to price.

GENDER AND LEVEL OF SATISFACTION WITH REGARDS TO QUALITY

In order to study the significance of the relationship between the gender of the
respondent’s and their level satisfaction with regards to quality, the following null
hypothesis has been formulated and tested.

68
 TABLE: 4.5

GENDER AND LEVEL OF SATISFACTION WITH REGARDS TO QUALITY

QUALITY Total
GENDER Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Male 3(9%) 5(16%) 8(40%) 4(27%) 20
Female 31(91%) 26(84%) 12(60%) 11(73%) 80
Total 34 31 20 15 100
 Source: Primary data
The above table shows 4.5 that the percentage of excellent category
respondents is maximum (91%) among female group. The percentage of good
category is maximum (84%) among male group. The percentage of satisfactory is
maximum (60%) among female group. The percentage of poor category is maximum
(73%) among female group respondents.

HYPOTHESIS

There is no significant relationship between gender and level of satisfaction

with regards to quality of the LG washing machine.

TABLE: 4.5(a)

69
 CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Quality 3 12.838 1.309 5% Accepted

As the calculated value (1.309) of chi-square is less than the table value
(12.838) the null hypothesis is accepted. This reveals that there is no significant
relationship between gender and their level of satisfaction with regards to quality.

GENDER AND LEVEL OF SATISFACTION WITH REGARDS TO

CAPACITY

70
 In order to study the significance of the relationship between the gender of the
respondent’s and their level satisfaction with regards to capacity, the following null
hypothesis has been formulated and tested.

TABLE: 4.6

GENDER AND LEVEL OF SATISFACTION WITH REGARDS TO

CAPACITY

CAPACITY Total
GENDER Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Male 4(19%) 8(19%) 8(28%) 0(0%) 20
Female 17(81%) 35(81%) 21(72%) 7(100%) 80
Total 21 43 29 7 100
 Source: Primary data
The above table shows 4.6 that the percentage of excellent category
respondents is maximum (81%) among female group. The percentage of good
category is maximum (81%) among male group. The percentage of satisfactory is
maximum (72%) among female group. The percentage of poor category is maximum
(100%) among female group respondents.

HYPOTHESIS

71
 There is no significant relationship between gender and level of satisfaction
with regards to capacity of the LG washing machine.

TABLE: 4.6(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Capacity 3 12.838 2.857 5% Accepted

As the calculated value (2.857) of chi-square is less than the table value
(12.838) the null hypothesis is accepted. This reveals that there is no significant
relationship between gender and their level of satisfaction with regards to capacity.

EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION

WITH REGARDS TO PRICE

72
 In order to study the significance of the relationship between the
educational qualification of the respondent’s and their level satisfaction with
regards to price, the following null hypothesis has been formulated and tested.

TABLE: 4.7

EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION WITH

REGARDS TO PRICE

PRICE Total
EDUCATIONAL Highly Satisfied Dissatisfied Highly
QUALIFICATION Satisfied Dissatisfied
Illiterate 2(22%) 6(11%) 5(20%) 0(0%) 13
School level 0(0%) 13(23%) 7(28%) 2(20%) 22
College level 5(56%) 28(50%) 10(40%) 8(80%) 51
Others 2(22%) 9(16%) 3(12%) 0(0%) 14
Total 9 56 25 10 100

 Source: Primary data

The above table shows 4.7 that the percentage of level of highly satisfied is
maximum (56%) among graduate and minimum is (0%) among others. The
percentage of level of satisfied is maximum (47%) among school level and
minimum is (14%) among illiterate. The percentage of level of dissatisfied is
maximum (71%) among school level and the minimum is (0%) among illiterate
and others. The percentage of level highly dissatisfied is maximum (67%) among
graduate and the minimum is (0%) among others respondents.

HYPOTHESIS

73
 There is no significant relationship between the respondent’s educational
qualification and level of satisfaction with regards to capacity of the LG
washing machine.

TABLE: 4.7(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Price 9 23.589 9.868 5% Accepted

The above analysis reveals that the calculated value (9.868) is lesser than
table value (23.589) therefore null hypothesis is accepted. Hence there is no
relationship between the age and level of satisfaction with regards to quantity.

EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION

WITH REGARDS TO QUALITY

74
 In order to study the significance of the relationship between the
educational qualification of the respondent’s and their level satisfaction with
regards to quality, the following null hypothesis has been formulated and tested.

TABLE: 4.8

EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION WITH

REGARDS TO QUALITY

QUALITY Total
EDUCATIONAL Highly Satisfied Dissatisfied Highly
QUALIFICATION Satisfied Dissatisfied
Illiterate 6(18%) 1(3%) 2(10%) 4(27%) 13
School level 8(24%) 9(29%) 4(20%) 1(7%) 22
College level 16(47%) 21(68%) 9(45%) 5(33%) 51
Others 4(12%) 0(0%) 5(25%) 5(33%) 14
Total 34 31 20 15 100

 Source: Primary data

The above table shows 4.8 that the percentage of level of highly satisfied is
maximum (47%) among college level and minimum is (12%) among others. The
percentage of level of satisfied is maximum (68%) among college level and
minimum is (0%) among others. The percentage of level of dissatisfied is
maximum (45%) among college level and the minimum is (10%) among illiterate.
The percentage of level highly dissatisfied is maximum (33%) among college level
and others and the minimum is (07%) among school level respondents.

HYPOTHESIS

75
 There is no significant relationship between the respondent’s educational
qualification and level of satisfaction with regards to quality of the LG washing
machine.

TABLE: 4.8(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Quality 9 23.589 20.570 5% Accepted

The above analysis reveals that the calculated value (20.570) is lesser
than table value (23.589) therefore null hypothesis is accepted. Hence there is
no relationship between the age and level of satisfaction with regards to quality.

EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION

WITH REGARDS TO CAPACITY

76
 In order to study the significance of the relationship between the
educational qualification of the respondent’s and their level satisfaction with
regards to capacity, the following null hypothesis has been formulated and
tested.

TABLE: 4.9

EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION WITH

REGARDS TO CAPACITY

CAPACITY Total
EDUCATIONAL Highly Satisfied Dissatisfied Highly
QUALIFICATION Satisfied Dissatisfied
Illiterate 0(0%) 5(11%) 5(17%) 3(43%) 13
School level 7(33%) 11(26%) 4(14%) 0(0%) 22
College level 11(52%) 23(53%) 16(55%) 1(14%) 51
Others 3(15%) 4(10%) 4(14%) 3(43%) 14
Total 21 43 29 7 100

 Source: Primary data

The above table shows 4.9 that the percentage of level of highly satisfied is
maximum (52%) among college level and minimum is (0%) among illiterate. The
percentage of level of satisfied is maximum (53%) among college level and
minimum is (10%) among others. The percentage of level of dissatisfied is
maximum (55%) among college level and the minimum is (14%) among school
level and others. The percentage of level highly dissatisfied is maximum (43%)
among illiterate and others and the minimum is (0%) among school level
respondents.

HYPOTHESIS

77
 There is no significant relationship between the respondent’s educational
qualification and level of satisfaction with regards to capacity of the LG
washing machine.

TABLE: 4.9(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Capacity 9 23.589 18.751 5% Accepted

The above analysis reveals that the calculated value (18.751) is lesser
than table value (23.589) therefore null hypothesis is accepted. Hence there is
no relationship between the age and level of satisfaction with regards to
quantity.

78
OCCUPATION AND LEVEL OF SATISFACTION WITH REGARDS TO
PRICE

In order to study the significance of the relationship between the occupation of

the respondent’s and their level satisfaction with regards to price, the following null
hypothesis has been formulated and tested.

TABLE: 4.10

OCCUPATION AND LEVEL OF SATISFACTION WITH REGARDS TO

PRICE

PRICE Total
OCCUPATION Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Student 1(11%) 3(5%) 4(16%) 0(0%) 8
Employee 4(44%) 32(57%) 11(44%) 5(50%) 52
Professional 3(34%) 14(25%) 5(20%) 3(30%) 25
Others 1(11%) 7(13%) 5(20%) 2(20%) 15
Total 9 56 25 10 100
 Source: Primary data
The above table shows 4.10 that the percentage of highly satisfied category
respondents is maximum (44%) among employee and minimum is (11%) among
student and others. The percentage of satisfied category is maximum (57%) among
employee and minimum is (05%) among student. The percentage of dissatisfied is
maximum (44%) among employee and professional and the minimum is (16%) among
student. The percentage of highly dissatisfied category is maximum (50%) among
employee and the minimum is (0%) among students respondents.

79
HYPOTHESIS

There is no significant relationship between occupation and level of satisfaction

with regards to price of the LG washing machine.

TABLE: 4.10(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Price 9 23.589 5.604 5% Accepted

As the calculated value (5.604) of chi-square is less than the table value
(23.589) the null hypothesis is accepted. This reveals that there is no significant
relationship between occupation and their level of satisfaction with regards to price.

80
OCCUPATION AND LEVEL OF SATISFACTION WITH REGARDS TO
QUALITY

In order to study the significance of the relationship between the occupation of

the respondent’s and their level satisfaction with regards to quality, the following null
hypothesis has been formulated and tested.

TABLE: 4.11

OCCUPATION AND LEVEL OF SATISFACTION WITH REGARDS TO

QUALITY

QUALITY Total
OCCUPATION Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Student 1(3%) 1(3%) 3(15%) 3(20%) 8
Employee 16(47%) 13(42%) 13(65%) 10(66%) 52
Professional 10(29%) 13(42%) 1(5%) 1(7%) 25
Others 7(21%) 4(13%) 3(15%) 1(7%) 15
Total 34 31 20 15 100
 Source: Primary data
The above table shows 4.11 that the percentage of highly satisfied category
respondents is maximum (47%) among employee and minimum is (03%) among
student. The percentage of satisfied category is maximum (44%) among employee and
minimum is (09%) among student. The percentage of dissatisfied is maximum (35%)
among employee and professional and the minimum is (12%) among others. The
percentage of highly dissatisfied category is maximum (39%) among professional and
the minimum is (15%) among students respondents.

81
HYPOTHESIS

There is no significant relationship between occupation and level of satisfaction

with regards to quality of the LG washing machine.

TABLE: 4.11(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Quality 9 23.589 18.461 5% Accepted

As the calculated value (18.461) of chi-square is less than the table value
(23.589) the null hypothesis is accepted. This reveals that there is no significant
relationship between occupation and their level of satisfaction with regards to quality.

82
OCCUPATION AND LEVEL OF SATISFACTION WITH REGARDS TO
COLOR

In order to study the significance of the relationship between the occupation of

the respondent’s and their level satisfaction with regards to color, the following null
hypothesis has been formulated and tested.

TABLE: 4.12

OCCUPATION AND LEVEL OF SATISFACTION WITH REGARDS TO

COLOR

COLOR Total
OCCUPATION Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Student 2(13%) 4(8%) 2(10%) 0(0%) 8
Employee 8(53%) 30(58%) 7(33%0 7(54%) 52
Professional 1(7%) 11(22%) 8(38%) 5(38%) 25
Others 4(27%) 6(12%) 4(19%) 1(8%) 15
Total 15 51 21 13 100
 Source: Primary data
The above table shows 4.12 that the percentage of highly satisfied category
respondents is maximum (53%) among employee and minimum is (07%) among
professional. The percentage of satisfied category is maximum (58%) among
employee and minimum is (08%) among student. The percentage of dissatisfied is
maximum (38%) among professional and the minimum is (10%) among student. The
percentage of highly dissatisfied category is maximum (54%) among employee and
the minimum is (0%) among students respondents.

83
HYPOTHESIS

There is no significant relationship between occupation and level of satisfaction

with regards to color of the LG washing machine.

TABLE: 4.12(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Color 9 23.589 10.562 5% Accepted

As the calculated value (10.562) of chi-square is less than the table value
(23.589) the null hypothesis is accepted. This reveals that there is no significant
relationship between occupation and their level of satisfaction with regards to color.

84
MONTHLY INCOME AND LEVEL OF SATISFACTION WITH
REGARDS TO PRICE

In order to study the significance of the relationship between the monthly

income of the respondent’s and their level satisfaction with regards to price, the
following null hypothesis has been formulated and tested.

TABLE: 4.13

MONTHLY INCOME AND LEVEL OF SATISFACTION WITH REGARDS

TO PRICE

PRICE Total
MONTHLY INCOME Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Below 10000 1(11%) 4(7%) 1(4%) 0(0%) 6
10000 to 20000 1(11%) 16(29%) 9(36%) 0(0%) 26
20000 to 30000 6(67%) 30(53%) 11(44%) 3(30%) 50
Above 30000 1(11%) 6(11%) 4(16%) 7(70%) 18
Total 9 56 25 10 100
 Source: Primary data
The above table shows 4.13 that the percentage of highly satisfied category
respondents is maximum (67%) among 20000 to 30000 and minimum is (11%) among
below 10000, 10000 to 20000 and above 30000. The percentage of satisfied category
is maximum (53%) among 20000 to 30000 and minimum is (07%) among below
10000. The percentage of dissatisfied is maximum (44%) among 20000 to 30000 and
the minimum is (04%) among below 10000. The percentage of highly dissatisfied
category is maximum (70%) among above 40000 and the minimum is (0%) among
below 10000 and 10000 to 20000 respondents.

85
HYPOTHESIS

There is significant relationship between monthly income and level of

satisfaction with regards to price of the LG washing machine.

TABLE: 4.13(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Price 9 23.589 24.341 5% Rejected

As the calculated value (24.341) of chi-square is greater than the table value
(23.589) the null hypothesis is rejected. This reveals that there is significant
relationship between monthly income and their level of satisfaction with regards to
price.

86
MONTHLY INCOME AND LEVEL OF SATISFACTION WITH
REGARDS TO THEME

In order to study the significance of the relationship between the monthly

income of the respondent’s and their level satisfaction with regards to theme, the
following null hypothesis has been formulated and tested.

TABLE: 4.14

MONTHLY INCOME AND LEVEL OF SATISFACTION WITH REGARDS

TO THEME

QUALITY Total
MONTHLY Highly Satisfied Dissatisfied Highly
INCOME Satisfied Dissatisfied
Below 10000 2(6%) 2(6%) 1(5%) 1(7%) 6
10000 to 20000 7(21%) 7(23%) 7(35%) 5(33%) 26
20000 to 30000 21(61%) 13(42%) 11(55%) 5(33%) 50
Above 30000 4(12%) 9(29%) 1(5%) 4(27%) 18
Total 34 31 20 15 100
 Source: Primary data
The above table shows 4.14 that the percentage of highly satisfied category
respondents is maximum (61%) among 20000 to 30000 and minimum is (06%) among
below 10000. The percentage of satisfied category is maximum (42%) among 20000
to 30000 and minimum is (06%) among below 10000. The percentage of dissatisfied
is maximum (35%) among 10000 to 20000 and 20000 to 30000 and the minimum is
(05%) among below 10000 and above 40000. The percentage of highly dissatisfied
category is maximum (33%) among 10000 to 20000 and 20000 to 30000 and the
minimum is (07%) among below 10000 respondents.

87
HYPOTHESIS

There is no significant relationship between monthly income and level of

satisfaction with regards to quality of the LG washing machine.

TABLE: 4.14(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Quality 9 23.589 9.123 5% Accepted

As the calculated value (9.123) of chi-square is less than the table value
(23.589) the null hypothesis is accepted. This reveals that there is no significant
relationship between monthly income and their level of satisfaction with regards to
quality.

88
MONTHLY INCOME AND LEVEL OF SATISFACTION WITH
REGARDS TO COLOR

In order to study the significance of the relationship between the monthly

income of the respondent’s and their level satisfaction with regards to color, the
following null hypothesis has been formulated and tested.

TABLE: 4.15

MONTHLY INCOME AND LEVEL OF SATISFACTION WITH REGARDS

TO COLOR

COLOR Total
MONTHLY INCOME Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Below 10000 2(13%) 1(1%) 1(5%) 2(15%) 6
10000 to 20000 6(40%) 9(18%) 4(19%) 7(55%) 26
20000 to 30000 2(13%) 28(55%) 16(76%) 4(30%) 50
Above 30000 5(34%) 13(26%) 0(0%) 0(0%) 18
Total 15 51 21 13 100
 Source: Primary data
The above table shows 4.15 that the percentage of highly satisfied category
respondents is maximum (40%) among 10000 to 20000 and minimum is (13%) among
below 10000 and 20000 to 30000. The percentage of satisfied category is maximum
(55%) among 20000 to 30000 and minimum is (01%) among below 10000. The
percentage of dissatisfied is maximum (76%) among 20000 to 30000 and the
minimum is (0%) among above 30000. The percentage of highly dissatisfied category
is maximum (55%) among 10000 to 20000 and the minimum is (0%) among above
30000 respondents.

89
HYPOTHESIS

There is significant relationship between monthly income and level of

satisfaction with regards to color of the LG washing machine.

TABLE: 4.15(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Color 9 23.589 29.250 5% Rejected

As the calculated value (29.250) of chi-square is greater than the table value
(23.589) the null hypothesis is rejected. This reveals that there is significant
relationship between monthly income and their level of satisfaction with regards to
color.

90
PLACE OF RESIDENCE AND LEVEL OF SATISFACTION WITH
REGARDS TO PRICE

In order to study the significance of the relationship between the place of

residence of the respondent’s and their level satisfaction with regards to price, the
following null hypothesis has been formulated and tested.

TABLE: 4.16

PLACE OF RESIDENCE AND LEVEL OF SATISFACTION WITH

REGARDS TO PRICE

PRICE Total
PLACE OF Highly Satisfied Dissatisfied Highly
RESIDENCE Satisfied Dissatisfied
Rural 0(0%) 8(14%) 12(48%) 0(0%) 20
Urban 5(56%) 23(41%) 8(32%) 5(50%) 41
Semi-Urban 4(44%) 25(45%) 5(20%) 5(50%) 39
Total 9 56 25 10 100
 Source: Primary data
The above table shows 4.16 that the percentage of highly satisfied category
respondents is maximum (56%) among urban and minimum is (0%) among rural. The
percentage of satisfied category is maximum (45%) among semi-urban and minimum
is (14%) among rural. The percentage of dissatisfied is maximum (48%) among rural
and the minimum is (20%) among semi-urban. The percentage of highly dissatisfied
category is maximum (50%) among urban and semi-urban and the minimum is (0%)
among rural respondents.

91
HYPOTHESIS

There is significant relationship between place of residence and level of

satisfaction with regards to price of the LG washing machine.

TABLE: 4.16(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Price 6 18.548 18.821 5% Rejected

As the calculated value (18.821) of chi-square is greater than the table value
(18.548) the null hypothesis is rejected. This reveals that there is significant
relationship between place of residence and their level of satisfaction with regards to
price.

92
PLACE OF RESIDENCE AND LEVEL OF SATISFACTION WITH
REGARDS TO QUALITY

In order to study the significance of the relationship between the place of

residence of the respondent’s and their level satisfaction with regards to quality, the
following null hypothesis has been formulated and tested.

TABLE: 4.17

PLACE OF RESIDENCE AND LEVEL OF SATISFACTION WITH

REGARDS TO QUALITY

QUALITY Total
PLACE OF Highly Satisfied Dissatisfied Highly
RESIDENCE Satisfied Dissatisfied
Rural 6(18%) 6(19%) 5(25%) 3(20%) 20
Urban 17(50%) 13(42%) 6(30%) 5(33%) 41
Semi-Urban 11(32%) 12(39%) 9(45%) 7(47%) 39
Total 34 31 20 15 100
 Source: Primary data
The above table shows 4.17 that the percentage of highly satisfied category
respondents is maximum (50%) among urban and minimum is (18%) among rural.
The percentage of satisfied category is maximum (42%) among urban and minimum is
(19%) among rural. The percentage of dissatisfied is maximum (45%) among semi-
urban and the minimum is (25%) among rural. The percentage of highly dissatisfied
category is maximum (47%) among semi-urban and the minimum is (20%) among
rural respondents.

93
HYPOTHESIS

There is no significant relationship between place of residence and level of

satisfaction with regards to quality of the LG washing machine.

TABLE: 4.17(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Quality 6 18.548 2.631 5% Accepted

As the calculated value (2.631) of chi-square is less than the table value
(18.548) the null hypothesis is accepted. This reveals that there is no significant
relationship between place of residence and their level of satisfaction with regards to
quality.

94
PLACE OF RESIDENCE AND LEVEL OF SATISFACTION WITH
REGARDS TO COLOR

In order to study the significance of the relationship between the place of

residence of the respondent’s and their level satisfaction with regards to color, the
following null hypothesis has been formulated and tested.

TABLE: 4.18

PLACE OF RESIDENCE AND LEVEL OF SATISFACTION WITH

REGARDS TO COLOR

COLOR Total
PLACE OF
Highly Satisfied Dissatisfied Highly
RESIDENCE
Satisfied Dissatisfied
Rural 4(27%) 10(20%) 4(19%) 2(15%) 20
Urban 9(60%) 18(35%) 9(43%) 5(38%) 41
Semi-Urban 2(13%) 23(45%) 8(38%) 6(47%) 39
Total 15 51 21 13 100
 Source: Primary data
The above table shows 4.18 that the percentage of highly satisfied category
respondents is maximum (60%) among urban and minimum is (13%) among semi-
urban. The percentage of satisfied category is maximum (45%) among semi-urban and
minimum is (20%) among rural. The percentage of dissatisfied is maximum (43%)
among urban and the minimum is (19%) among rural. The percentage of highly
dissatisfied category is maximum (47%) among semi-urban and the minimum is
(15%) among rural respondents.

95
HYPOTHESIS

There is no significant relationship between color of residence and level of

satisfaction with regards to color of the LG washing machine.

TABLE: 4.18(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Color 6 18.548 5.444 5% Accepted

As the calculated value (5.444) of chi-square is less than the table value
(18.548) the null hypothesis is accepted. This reveals that there is no significant
relationship between place of residence and their level of satisfaction with regards to
color.

96
MARITAL STATUS AND LEVEL OF SATISFACTION WITH
REGARDS TO PRICE

In order to study the significance of the relationship between the marital status
of the respondent’s and their level satisfaction with regards to price, the following null
hypothesis has been formulated and tested.

TABLE: 4.19

MARITAL STATUS AND LEVEL OF SATISFACTION WITH REGARDS TO

PRICE

PRICE Total
MARITAL STATUS Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Married 6(67%) 30(54%) 12(48%) 7(70%) 55
Unmarried 3(33%) 26(46%) 13(52%) 3(30%) 45
Total 9 56 25 10 100
 Source: Primary data
The above table shows 4.19 that the percentage of highly satisfied category
respondents is maximum (67%) among married and minimum is (33%)among
unmarried. The percentage of satisfied category is maximum (54%) among married
and minimum is (46%) among unmarried. The percentage of dissatisfied is maximum
(52%) among unmarried and the minimum is (48%) among married. The percentage
of highly dissatisfied category is maximum (70%) among married and the minimum is
(30%) among unmarried respondents.

97
HYPOTHESIS

There is no significant relationship between marital status and level of

satisfaction with regards to price of the LG washing machine.

TABLE: 4.19(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Price 3 12.838 1.945 5% Accepted

As the calculated value (1.945) of chi-square is less than the table value
(12.838) the null hypothesis is accepted. This reveals that there is no significant
relationship between marital status and their level of satisfaction with regards to price.

98
MARITAL STATUS AND LEVEL OF SATISFACTION WITH
REGARDS TO QUALITY

In order to study the significance of the relationship between the marital status
of the respondent’s and their level satisfaction with regards to quality, the following
null hypothesis has been formulated and tested.

TABLE: 4.20

MARITAL STATUS AND LEVEL OF SATISFACTION WITH REGARDS TO

QUALITY

QUALITY Total
MARITAL STATUS Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Married 15(44%) 23(74%) 9(45%) 8(53%) 55
Unmarried 19(56%) 8(26%) 11(55%) 7(47%) 45
Total 34 31 20 15 100
 Source: Primary data
The above table shows 4.20 that the percentage of highly satisfied category
respondents is maximum (56%) among unmarried and minimum is (44%) among
married. The percentage of satisfied category is maximum (74%) among married and
minimum is (26%) among unmarried. The percentage of dissatisfied is maximum
(55%) among unmarried and the minimum is (45%) among married. The percentage
of highly dissatisfied category is maximum (53%) among married and the minimum is
(47%) among unmarried respondents.

99
HYPOTHESIS

There is no significant relationship between marital status and level of

satisfaction with regards to quality of the LG washing machine.

TABLE: 4.20(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Quality 3 12.838 7.066 5% Accepted

As the calculated value (7.066) of chi-square is less than the table value
(12.838) the null hypothesis is accepted. This reveals that there is no significant
relationship between marital status and their level of satisfaction with regards to
quality.

100
MARITAL STATUS AND LEVEL OF SATISFACTION WITH
REGARDS TO COLOR

In order to study the significance of the relationship between the marital status
of the respondent’s and their level satisfaction with regards to color, the following null
hypothesis has been formulated and tested.

TABLE: 4.21

MARITAL STATUS AND LEVEL OF SATISFACTION WITH REGARDS TO

COLOR

COLOR Total
MARITAL STATUS Highly Satisfied Dissatisfied Highly
Satisfied Dissatisfied
Married 8(53%) 25(49%) 13(62%) 9(69%) 55
Unmarried 7(47%) 26(51%) 8(38%) 4(31%) 45
Total 15 51 21 13 100
 Source: Primary data
The above table shows 4.21 that the percentage of highly satisfied category
respondents is maximum (53%) among married and minimum is (47%) among
unmarried. The percentage of satisfied category is maximum (51%) among unmarried
and minimum is (49%) among married. The percentage of dissatisfied is maximum
(62%) among married and the minimum is (38%) among unmarried. The percentage
of highly dissatisfied category is maximum (69%) among married and the minimum is
(31%) among unmarried respondents.

101
HYPOTHESIS

There is no significant relationship between marital status and level of

satisfaction with regards to color of the LG washing machine.

TABLE: 4.21(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Color 3 12.838 2.222 5% Accepted

As the calculated value (2.222) of chi-square is less than the table value
(12.838) the null hypothesis is accepted. This reveals that there is no significant
relationship between marital status and their level of satisfaction with regards to color.

102
NUMBER OF MEMBERS IN THE FAMILY AND LEVEL OF
SATISFACTION WITH REGARDS TO PRICE

In order to study the significance of the relationship between the

number of members in the family of the respondent’s and their level satisfaction
with regards to price, the following null hypothesis has been formulated and
tested.

TABLE: 4.22

NUMBER OF MEMBERS IN THE FAMILY AND LEVEL OF SATISFACTION

WITH REGARDS TO PRICE

PRICE Total
NO.OF MEMBERS IN Highly Satisfied Dissatisfied Highly
THE FAMILY Satisfied Dissatisfied
Below 4 2(22%) 6(11%) 5(20%) 3(30%) 16
4 to 6 2(22%) 39(70%) 12(48%) 6(60%) 59
Above 6 5(56%) 11(19%) 8(32%) 1(10%) 25
Total 9 56 25 10 100
 Source: Primary data
The above table shows 4.22 that the percentage of level of highly
satisfied is maximum (56%) among above 6and minimum is (22%) among 4to 6
and below 4.The percentage of level of satisfied is maximum (70%) among 4 to
6 and minimum is (11%) among below 4. The percentage of level of dissatisfied
is maximum (48%) among 4 to 6 and the minimum is (20%) among below 4.
The percentage of level highly dissatisfied is maximum (60%) among 4 to 6 and
the minimum is (10%) among above 6 respondents.

103
HYPOTHESIS
There is no significant relationship between the respondent’s number of
members in the family and level of satisfaction with regards to price of the LG
washing machine.

TABLE: 4.22(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Price 6 18.548 11.717 5% Accepted

As the calculated value (11.717) of chi-square is less than the table value
(18.548) the null hypothesis is accepted. This reveals that there is no significant
relationship between number of members in the family and their level of
satisfaction with regards to price.

104
NUMBER OF MEMBERS IN THE FAMILY AND LEVEL OF
SATISFACTION WITH REGARDS TO QUALITY

In order to study the significance of the relationship between the

number of members in the family of the respondent’s and their level satisfaction
with regards to quality, the following null hypothesis has been formulated and
tested.

TABLE: 4.23

NUMBER OF MEMBERS IN THE FAMILY AND LEVEL OF SATISFACTION

WITH REGARDS TO QUALITY

QUALITY Total
NO.OF MEMBERS IN Highly Satisfied Dissatisfied Highly
THE FAMILY Satisfied Dissatisfied
Below 4 8(24%) 4(13%) 2(10%) 2(13%) 16
4 to 6 19(56%) 14(45%) 14(70%) 12(80%) 59
Above 6 7(20%) 13(42%) 4(20%) 1(7%) 25
Total 34 31 20 15 100
 Source: Primary data
The above table shows 4.23 that the percentage of level of highly
satisfied is maximum (56%) among 4 to 6 and minimum is (20%) among above
6. The percentage of level of satisfied is maximum (45%) among 4 to 6 and
minimum is (13%) among below 4. The percentage of level of dissatisfied is
maximum (70%) among 4 to 6 and the minimum is (10%) among below 4. The
percentage of level highly dissatisfied is maximum (80%) among 4 to 6 and the
minimum is (7%) among above 6 respondents.

105
HYPOTHESIS
There is no significant relationship between the respondent’s number of
members in the family and level of satisfaction with regards to quality of the LG
washing machine.

TABLE: 4.23(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Quality 6 18.548 10.539 5% Accepted

As the calculated value (10.539) of chi-square is less than the table value
(18.548) the null hypothesis is accepted. This reveals that there is no significant
relationship between number of members in the family and their level of
satisfaction with regards to quality.

106
NUMBER OF MEMBERS IN THE FAMILY AND LEVEL OF
SATISFACTION WITH REGARDS TO COLOR

In order to study the significance of the relationship between the

number of members in the family of the respondent’s and their level satisfaction
with regards to color, the following null hypothesis has been formulated and
tested.

TABLE: 4.24

NUMBER OF MEMBERS IN THE FAMILY AND LEVEL OF SATISFACTION

WITH REGARDS TO COLOR

COLOR Total
NO.OF MEMBERS Highly Satisfied Dissatisfied Highly
IN THE FAMILY Satisfied Dissatisfied
Below 4 2(13%) 12(24%) 1(5%) 1(8%) 16
4 to 6 9(60%) 29(56%) 13(62%) 8(62%) 59
Above 6 4(27%) 10(20%) 7(33%) 4(30%) 25
Total 15 51 21 13 100
 Source: Primary data
The above table shows 4.24 that the percentage of level of highly
satisfied is maximum (60%) among 4 to 6 and minimum is (13%) among below
4. The percentage of level of satisfied is maximum (56%) among 4 to 6 and
minimum is (20%) among above 6. The percentage of level of dissatisfied is
maximum (62%) among 4 to 6 and the minimum is (5%) among below 4. The
percentage of level highly dissatisfied is maximum (62%) among 4 to 6 and the
minimum is (8%) among below 4 respondents.

107
HYPOTHESIS
There is no significant relationship between the respondent’s number of
members in the family and level of satisfaction with regards to color of the LG
washing machine.

TABLE: 4.24(a)

CHI-SQUARE TEST

Factor Degree of Table Calculated Level of Rejected /

freedom value value significance Accepted
Color 6 18.548 5.545 5% Accepted

As the calculated value (5.545) of chi-square is less than the table value
(18.548) the null hypothesis is accepted. This reveals that there is no significant
relationship between number of members in the family and their level of
satisfaction with regards to color.

108
WEIGHTED SCORE ANALYSIS:

In the weighted score analysis various factors are obtained by multiplying the
rank with given frequency, it gives the weighted score. On the basis of the weighted
score, the rank will be given.

Total
Weighted average = × 100
No. of items × No. of respondents

109
 WEIGHTED AVERAGE RANKING

For which respondents were asked to assign the rank for each of the ten factors,
which are in the interview schedule. As per this technique, number of
respondents was multiplied with the rank assigned by them. A score of 8 for the
first rank, 7 for the second rank, 6 for the third rank, 5 for the fourth rank, 4 for
the fifth rank, 3 for the sixth rank, 2 for the seventh rank, and 1 for the eighth
rank. On the basis of the total score the rank has been assigned.

RANKING ANALYSIS FOR FACTORS INFLUENCING THE SAMPLE

RESPONDENTS

TABLE 4.25

Weighted
S. No Factors 1 2 3 4 5 6 7 8 Total score Rank
average
1 Reasonable price 12 12 08 20 08 20 08 12 452 56.5 4
2 Quality 20 04 20 04 20 04 16 12 436 54.5 6
3 Brand image 28 28 04 12 04 08 12 04 328 41.0 8
4 Color and design 16 24 16 12 08 12 08 04 360 45.0 7
5 Technology 04 08 24 16 24 12 04 08 440 55.0 5
6 Advertisement 12 04 12 20 08 12 16 16 488 61.0 3
7 Friends and relatives 00 12 08 04 20 12 16 28 560 70.0 1
8 Convenience 08 08 08 12 08 20 20 16 512 64.0 2

 Source: Primary data

110
 From the above table, it is observed that out of various factors the

respondents are considering product quality as the main factor which influenced

them to LG washing machine & it is ranked first as friends and relatives, it

scored the highest value of 560. It is also convenience second ranked and it is

also considered as an important factor by the LG washing machine consumers

which purchasing their brand.

Color is also considered as an important factor while purchasing LG

washing machine and it advertisement is ranked third, the reasonable price is

ranked fourth, technology is ranked fifth, quality is ranked sixth, color and

design is ranked seventh and Brand image is ranked eight.

Hence, it can be conducted that majority of the sample respondents are

give more importance to quality of product rather than others factors & less

important to given the respondents.

111
PROBLEM FACED BY THE CONSUMERS:

Now a days large number of products with different varieties are

introduced in the market. As a result of this customer finds it difficult to identify

the quality products. Through the customers are entitled to have certain basic

rights a considerable portion of customers do not over aware of these rights. It

encourages some manufacturers to do some practices which one against to

interest of the customers. They do small practices such as charging higher price,

supplying substandard products, using false weights and measurements,

deceptive advertisement etc.

The LG washing machine customers also facing the above said problems

while using a particular brand. They face problems such as reasonable price,

quality brand image, color and design, technology, advertisement, etc.

In the present study an attempt is made be analyse the problems faced by

LG washing machine customers, by using weighted ranking method.

Problems such as high price, less quality, brand image, color and design,

technology, advertisement, etc. are taken into consideration.

112
 RANKING ANALYSIS FOR PROBLEM FACED BY THE
RESPONDENTS

TABLE 4.26

Weighted
S. No Factors 1 2 3 4 5 6 Total score Rank
average
1 Reasonable price 05 04 03 04 04 05 352 58.6 3
2 Quality 07 02 03 03 03 07 356 59.3 2
3 Brand image 04 07 02 04 04 04 336 56.0 6
4 Color and design 02 07 03 03 07 03 360 60.0 1
5 Technology 04 02 07 07 00 05 348 58.0 4.5
6 Advertisement 03 03 07 04 07 01 348 58.0 4.5

113
 CHAPTER - V

FINDINGS:

The present study has led the researcher to the following findings
through a complete examination of the discovered facts.

 PERCENTAGE ANALYSIS:
 The majority of the 45 percent were in the age group of 31 to 40.
 The majority i.e. 60 percent of the respondents were female
 The majority of the respondents representing 51 percent were college
level.
 The majority is 52 percent of the respondents were professional.
 The majority of 50 percent of the respondents were having a family
monthly income ranging from rs.20000 to 30000.
 The majority is 41 percent of the respondents were urban.
 The majority of 55 percent of the respondents were unmarried.
 The majority of 59 percent of the respondents have 4 to 6 members in
their family.
 The majority is 56 percent of the respondents were satisfied in price
offered by washing machine.
 The majority is 34 percent of the respondents were highly satisfied in
quality offered by washing machine.
 The majority is 33 percent of the respondents were satisfied in capacity
offered by washing machine.
 The majority 37 percent of the respondents were satisfied with the
convenience offered by washing machine.
 The majority is 50 percent of the respondents were satisfied and satisfied
in service facility offered by washing machine.

114
 The majority 47 percent of the respondents were highly satisfied with the
after sales service offered by washing machine.
 The majority 49 percent of the respondents were satisfied with the
investment offered by washing machine.
 The majority 51 percent of the respondents were satisfied with the color
offered by washing machine.
 CHI-SQUARE ANALYS:
 There is relationship between the age and level of satisfaction with
regards to price
 There is no relationship between the age and level of satisfaction with
regards to quality.
 There is no relationship between the age and level of satisfaction with
regards to capacity.
 There is no significant relationship between gender and their level of

satisfaction with regards to price.

 There is no significant relationship between gender and their level of

satisfaction with regards to quality.

 There is no significant relationship between gender and their level of

satisfaction with regards to capacity.

 There is no relationship between the educational qualification and level of
satisfaction with regards to price.
 There is no relationship between the educational qualification and level of
satisfaction with regards to quality.
 There is no relationship between the educational qualification and level of
satisfaction with regards to capacity.
 There is no significant relationship between occupation and their level of
satisfaction with regards to price.
 There is no significant relationship between occupation and their level of
satisfaction with regards to quality.

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 There is no significant relationship between occupation and their level of
satisfaction with regards to color
 There is significant relationship between monthly income and their level of
satisfaction with regards to price.
 There is no significant relationship between monthly income and their level of
satisfaction with regards to quality.
 There is significant relationship between monthly income and their level of
satisfaction with regards to color.
 There is significant relationship between place of residence and their level of
satisfaction with regards to price.
 There is no significant relationship between place of residence and their level
of satisfaction with regards to quality.
 There is no significant relationship between place of residence and their level
of satisfaction with regards to color.
 There is no significant relationship between marital status and their level of
satisfaction with regards to price.
 There is no significant relationship between marital status and their level of
satisfaction with regards to quality.
 There is no significant relationship between marital status and their level of
satisfaction with regards to color.
 There is no significant relationship between number of members in the
family and their level of satisfaction with regards to price.
 There is no significant relationship between number of members in the
family and their level of satisfaction with regards to quality.
 There is no significant relationship between number of members in the
family and their level of satisfaction with regards to color.

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WEIGHTED SCORE ANALYSIS:

 Problems such as high price, less quality, brand image, color and design,
technology, advertisement, etc. are taken into consideration.
 It can be conducted that majority of the sample respondents are give
more importance to quality of product rather than others factors & less
important to given the respondents.

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SUGGESTION:

Nowadays there are several brands in washing machine are in sales

process. In LG washing machine are in sales process. In LG washing machine
are manufacture their products in huge price range. But the customers of LG
washing machine are expected the product of different price range.

The customers of LG washing machine expects the product in highly

developed technology for their usage. So, the company would concentrate the
use of technology the technology development.

The respondents are highly satisfied on the quality and brand image of
the LG washing machine. But they are dissatisfied at the color and design of
the washing machine with different colors and design.

The respondents are most influenced at reasonable price and quality of

the LG washing machine. So, the company provides their washing machine in
different price range at different quality.

The problems mainly faced by the consumers, while purchasing the

washing machine is suitable for its price. So, the company makes steps to
compensate the above problems.

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CONCLUSION

I conclude after my research about “A study on customer satisfaction

towards LG washing machine in Bhavani town”. The LG washing machine
company takes steps to improve the price range, color and technology of their
product. Some people expect design and quality of the LG washing machine.

So, the company would try to improve their factors of LG washing

machine according to their customers’ needs. The company gives concentration
to the factors, it will get best market in future.

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 BIBLIOGRAPHY

BOOKS REFERENCE :

1. Rajan Nair, “Marketing”, Sultan & Sons, New Delhi, 1987 P.244.

2. Philip kotler, “Principles of Marketing”, Prentice Hall of India Pvt. Ltd., New

Delhi, 1989, P.160

3. Gary Armstrong and Philip Kotler, “Marketing”, Pearson Education (P) Ltd,

2003.

4. Rajan Nair, “Marketing”, Sultan Chand and Sons, 1981.

5. Kothari C.R, “Research Methodology”, Wishva Prakashan, 1985.

JOURNALS :

1. “Consumers level of perception and experience of product values with

reference to refrigerators”, C. Madhavi, John William Felix, “Indian

Journal of Marketing” Volume : XXXII, No : 10, October, 2002.

2. “Brand preference of passengers car” –Dr.K.Chibaram, Dr.A.Sundara

Rajan, “Journal of marketing” Vol. XXXIV, p.8 Aug 2000.

3. Mrs.A.Santhoshkumari,A. Ragunatha Reddy and D. Kamaleswari,

“Journal of marketing” Vol. XXXIV, Aug 2000.

4. Dr.K.Ravichandran and Mr.S.Narayana, “Journal of marketing”

Vol.XXXIV, Nov.2004.

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WEBSITES:

 www.google.com
 www.lg.co.in
 www.wikipedia.org
 www.researchandmarkets.com
 www.marketresearch.com

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