A Project Report on CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD BANGALORE

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

EXECUTIVE SUMMARY

It is very important for any company to know how the customers perceive their products,

services or the organization as a whole. It is the customer’s perception which influences

the products and services of the organization. If the organizations makes an attempt to

find the customers perception then, it can alter its products accordingly and offer to its

customers. So understanding the customer’s perception is a very difficult and vital task

for the organizations.

Hence the study is conducted to understand the customer perception towards Permaweld

Company at Bangalore. The main objective of study is to know the customer perception

and awareness level towards Permaweld company and products. Also to know the

customer opinion about the price and to check satisfaction level towards permaweld

products. And to study which factors influenced them to purchase the permaweld

products.

By studying all these factors we can measure the satisfaction and perception of customers

towards Permaweld product.

The study includes questionnaire which consists of structured, both open and closed

ended questions. Face to face interview is conducted to collect the responses of the

respondents. For study purpose, the sample size for survey is taken as 100. After

collecting the responses the data is analysed through the SPSS software. Findings have

been made for the study. Based on these findings, suggestions are given to company to

improve the performance to enhance the customer satisfaction.

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General introduction about topic

Meaning

In simple terms, perception is understood as the act of seeing what is there to be

seen. But what is seen is influenced by the individual, the object and the situation. Any

definition of perception should contain these three elements.

Definitions:

“The study of perception is concerned with identifying the processes through

which we interpret and analyze sensory information to produce our conscious experience

of object and object relationship.”

“Perception is the process of receiving information about and making the sense of

the world around us. It involves deciding which information to notice, how to categorize

this information, and how to interpret it within the frame work of our exciting

knowledge.”

Perception includes all those processes by which an individual receives

information about the environment seeing, hearing feeling, tasting and smelling.



The study of these perceptual processes shows their functioning is effected by the

three classes of variables: the object or the event to be perceived, the environment in

which the perception occurs, the individual doing and perceiving.



Factors influencing perception

Situational factors

Physical setting Social setting Organizational setting

Perceiver’s characteristics Needs Experience Values Attitude Personality

Individual’s perception

Characteristics of perceiver. Nature Size appearance Location,e.t.c



Perceptual process

Perception is a process of receiving and interpreting stimuli. This is shown in the

following figure.

Perception is a process of receiving and interpreting stimuli. The perceptual

process begins when stimuli are received through sensory organs. Most stimuli are

screened out; the rest are organized and interpreted based on various information-

processing activities. The outcomes of the process are covert and overt behaviors.


Stimuli

External and internal stimuli

OrganizingOrganisms receive stimuli through 5 sensory organs, viz., tasting, smelling, seeing, hearing and touching

Selective attentionExternal InternalFactors factorsNature LearningLocation needsSize AgeContrast InternetMovement Paranoid Repetition PrecipitinNovelty andFormality

Ambiguous figuresFigure groundGroupingConstancy

InterpretingPerpetual setStereotypingHalo effectDefenseProjection

ResponseCovert OvertAttitude BehaviourMotivationFeelings


1. Receiving Stimuli

Living as we are in the world of objects, we are constantly bombarded with

various stimuli. These stimuli enter our organism through the sensory organs- vision,

hearing, smell, touch, taste, and kin aesthesis. Stimuli are received by us through these

organs. Sensory organs perceive not only physical objects; they also perceive events or

objects that have been repressed. We may not be able to report the existence of certain

stimuli, but our behaviour reveals that we are often subject to their influence. Similarly,

stimuli need not be external to us. They may be internal also. Examples of external

stimuli include light waves, sound waves, mechanical angry or pressure, and chemical

energy from objects that one can smell and taste. Internal stimuli include energy

generated by muscles, food passing through the digestive system, and glands secreting

behaviour influencing harmonies. External or internal, human beings continue beings

continue to receive stimuli. When deprived of sensory stimulation, people suffer from

disorientation, confusion and emotional disturbance, and are vulnerable to persuasion and

pressure. Under these circumstances, people tend to engage in warding off depression by

dwelling on past experiences.

2. Selecting Stimuli

Not all the stimuli received by the human organization are accepted by it. Some

stimuli are noticed and others are screened out. A girl may always need a transistor to be



turned on while she is reading or writing. She happily concentrates on her lessons even as

the electronic device beside her blares film songs. A nurse working in a post operative

care might ignore the smell of recently disinfected instruments or the sounds of co-

workers talking nearby. Yet a small flashing red light on the nurse station console is

immediately noticed because it signals that a patient’s vita; signs are failing. The process

of filtering information received by our senses is called selecting stimuli or selective

attention. Several factors influence selective attention. Some of the external factors

influencing selection are

1. Nature

2. Location

3. Colour

4. Size

5. Contrast

6. Movement

7. Repetition

8. Familiarity.

9. Some of the internal factor influencing selection is as fallows.



10. Learning

11. Psychological needs

12. Age difference

13. Interest

14. Ambivalence

15. Paranoid perception

3 Perceptual organizations

Perceptual organization is a process by which people group stimuli into

recognizable patterns. Selection gives way to organization, and stimuli selected for

attention now appear as a whole.

There is so much to learn about how human mind assembles, organizes, and

categories information. However, certain factors in perceptual organizations, such as

ambiguous figures, figure back ground, grouping, and constancy are helpful in

understanding perceptual organization.

Perceptual grouping.

Principle of grouping is first defined by Gestalt psychologist include similarity,

proximity, closure, continuity and area.



The principle of similarity is exemplified when objects of similar shapes, sizes or

color tend to be grouped together. in an organization for an example all the employees

wear white color may be perceived as a common group ,when, in reality each worker is a

unique individual.

Principle of proximity underlines the tendency to perceive stimuli which are near

one another as belonging together. For examples, several workers working on a machine

are perceived to be one group and the group as a whole is held responsible for any failure

in the machine.

Perceptual Constancy

A more subtle part of perceptual organization is constancy, our ability to perceive

certain characteristics of object as remaining constant despite variations in the stimuli that

provide us with conflicting information. Such constancy amidst changing stimuli is

indispensable if we are to adjust to our world. There are several aspects of constancy.

4. The process of Interpreting

After the data have been received and organization the perceiving interprets

meaning to the information. If fact, perception is said to have taken place only after the

data have been interpreted, several factors contribute toward the interpretation of data.

More important amongst them are perceptual set, attribution, stereotyping, halo effect,

perceptual context, perceptual defense, implicit personality theory and projection.



Perceptual set:

Previously-held beliefs about objects influence an individual’s perceptions of

similar objects. This is called perceptual set. For example, a manager may have

developed general beliefs and attitudes that workers are lazy and shirkers, and those they

want to gain whatever is possible from the organization without giving of their best to it.

His or her subsequent perceptions will be influenced by this set when he or she meets a

group of workers. The manger tends to interpret behaviour of the workers according to

his mental set.

Attribution:

Attribution refers to process by which the individual assigns causes to the

behaviour he or she conceives. People are interested on only in observing behaviour in

organization, for example, but in determine its causes. Their evaluation of and reactions

to others’ behaviour may be heavily influenced by their perception that the others are

responsible for their behaviour. When plant productivity increases, the manager

responsible will be evaluated. Less favorably if the increase I attributed to new machines

installed at order of the head office than if it is attributed to his or her handling of

employees. A nurse who drops a tray of medicine will be excused if the incident is

perceived as caused by a slippery floor, chastised if it is viewed to be caused by her



clumsiness, and perhaps fired if it is viewed as a deliberate act. Attribution is discussed in

detail in the next section.

Stereotyping:

It is the tendency to assign attribution to someone solely on the basis of a category

of people to which that person belongs. The process of stereotyping helps individuals

assigns meaning to a mass of data.

Some examples of common stereotypes are women, doctors, professors, artists,

software engineers, executives, workers and the like. At a broader level, there are

Americans, Indians Britishers and Africans.

Stereotyping is not prejudice. A prejudice is a Stereotyping that refers to change

when presented with information indicating that the stereotype is inaccurate. Stereotypes

can be helpful; prejudice is never helpful.

Though stereotyping is understood as wrong or bad, this is not the case always. it

is a useful process that greatly increases one’s efficiency in making sense out of her or his

environment. Nonetheless, stereo-typing can lead to inaccuracies and negative

consequences. To the extent underutilization of human resources, they contribute to

ineffective and inefficiency.

Stereotyping is a four-step process. It begins by categorizing people into groups

according to various criteria such as age, sex, race and occupation. Next, we infer that all



people within a particular category possess the same traits. Then we form expectations

others and interpret their behaviour according to our stereotypic. Finally, stereotypes are

maintained by

(i) overestimating the frequency of stereotypic behaviors exhibited by others,

(ii) Incorrectly explaining expected and unexpected behaviors and

(iii) Differentiating minority individuals from one.

Halo effect

the halo effect refers to the tendency of perceiving people in term of good and bad

and ascribing all good qualities to one who is liked and all bad qualities to another who

is disliked. A typical example of the halo effect is a professor awarding more marks to a

well- liked student. it is not so much a conscious bias on the professor’s likes the student.

it is not so much a conscious bias on the professor’s part, as that the professor likes the

student, he wants him to do well in the examination, and his perception about the

student’s examination are influenced by what he wants to see. A common phenomenon in

communication is the tendency for a receiver to evaluate information on the basis of its

source. Information emanating from a VIP tends to be overrated and the same coming

from an ordinary individual is likely to be discounted.

In organization, the halo effect often occurs when superior’s rate subordinates in

formal appraisal. in this context, a manager evaluating one of his employees on certain

dimensions may assume that someone who is good in one dimension must also be god at



other things and rate the person highly correlations between the ratings given to people

on various dimensions. When this occurs, the resulting evaluations lack accuracy and the

quality of the resulting evaluation is compromised.

Perceptual Context:

The context in which an object is placed influences perception. The visual stimuli

by themselves are meaningless. Only when the doodles are placed in a verbal context do

they take on meaning and value for the perceiver.

Perceptual Defense:

According to principal of perceptual defense, an individual is likely to put up a

defense when confronted with conflicting, unacceptable, or treating stimuli. The defense

mechanism put up the perceiver may assume any of the four forms outright denial,

modification of the data received, change in perception but refusal to change in

perception itself. The four defense mechanisms have been culled from study involving

college students. The students were presented with the word ‘intelligent’ as a

characteristic of factory worker held by the students.

5. The process of checking



After data have been received and interpreted, the perceiver tends to check

whether his interpretations are right or wrong. One way of checking is for the person

himself or herself to indulge in introspection. he or she perception about an individual or

object is correct or otherwise. Another way is to check the veracity about the

interpretation with other.

6. The process of reacting

The last phase in perception is the reaction. The perceiver will indulge in some

action relation to his or her perception. The action depends on whether the perception is

favorable or unfavorable: it is positive when the perception is favorable and negative

when the perception is unfavorable. A worker responds favorable. The response is

negative when his perception of the manager’s behaviour is unfavorable.

Managing the perceptual process

Successful mangers understand the important of perception as an influence factors

on behaviour and they act accordingly. They are aware of perceptual distortions and also

know that perceptual differences are likely to exist in any situation. As a result, they try

to make decision and take actions with a true understanding of the work situation as it

viewed by all persons concerned. A manager who is skilled in the perception process

will:



1. Have a high level of self-awareness: Individual needs, experience, and

expectations can all affect perceptions. The successful manager knows this and is

able to identify when he or she is inappropriately distorting a situation because of

such perceptual tendencies.

2. Seek information from various sources to confirm or disconfirm personal

impressions of a decision situation: the successful manager minimizes the biases

of personal perceptions by seeking out the viewpoints of others. These insights

are used to gain additional perceptive on situations and the problems or

opportunities they represent.

3. Be empathetic that is able to see a situation as it is perceived by other people:

Different people will define the same situation somewhat differently. The

successful manager rises above personal impressions to understand problems as

seen by other people.

4. Influence perceptions of other people when they are drawing incorrect or

incomplete impressions of events in the work setting: people act in terms of their

perceptions. The successful manger is able to influence the perceptions of others

so that work events and situations are interpreted as accurately as possible and to

the advantage of all concerned.

5. Avoid common perceptual distortions that bias our views of people and situations:

these distortions include the use of stereotypes and halo effects, as well as

selective perception and projection. Successful mangers are self-disciplined and



sufficiently self-aware so that the adverse impacts of these distortions are

minimized.

6. Avoid inappropriate attributions: Everyone has a tendency to try and explain why

events happened the way they did or why people behaved as they did. the

successful manager is careful to establish the real reasons why tings happen and

avoid quick or inappropriate attributions of casualty.

7. Diversity management programmes: As firms globalize themselves, diversity

management assumes greater relevance. the challenge for corporate executive is

to leverage the benefits of this diversity while minimizing the perceptual and

behavioral problems that tend to accompany heterogeneity

Organization Behaviour experts have designed diversity management

programmes. Typically, these training programmes serve two purposes. First, they

communicate the value of diversity. Second, these programmes help participants

become aware of their personal biases and give them more accurate information

about people with different backgrounds, thus avoiding perceptual distortions.

8. Know yourself: Apply the Johari window to know the real self. A powerful

way to minimize perceptual biases is to know and become more aware of one’s

values, beliefs and prejudice.

It is impossible to set up any yardstick for relationship between a buyer and a seller. No

two organizations can have similar set of rules for maintaining relationship. Even if on a

particular occasion a situation prompted a particular behavior, it is not necessary that a



similar behavior is necessary on another occasion. The time, place and group of person

might be the same but behave in different way, though circumstances and situations

might be identical.

To a great extent relationship depends upon the: character of contracting parties. This is

thus a study of human behavior and forms part of the behavioral science. Here the

contracting parties do not mean only those who are in direct contact but also include

those who might be present around. No person is acting in isolation. Therefore, there is

always an influence of surroundings on human behavior.

A buyer is also a seller. A seller is also a buyer. Both could also be customers. To make

the point clear let us take the example of a trader who buys goods for resale or a buyer

who buys goods and then sells it after value addition. Therefore , you can not show same

behavior when you are in the role of a buyer as then your priorities are different then

when you are in the role of a seller.

Let us for some time consider our own behavior in our own house with our family

members. Are we at all times act in similar manner in a given set of situation? Perhaps

not! What are the factors that motivate our behavior?

It is my sincere opinion that our senses, mental state of mind and our capacity of physical

endurance to react to given situation play an important role in our behavior as seller,

buyer or customer. At no two given time perhaps we are in alike condition. Our behavior

will therefore, show different relationships. The relationship is product of our own

emotions. We may be have more or less in similar given condition if we can control our

emotions. This is very difficult if perhaps not impossible.

Looking purely from the viewpoint of a customer the relationship could be short time or

long time. It is Primarily dependent on the objective of the customer and the supplier or



vendor.. A customer will always wish for a long term relationship with the vendor. The

vendor on the other hand has his own values and objectives. hThe whole talk about

customer satisfaction or customer delight turn meaningless when all over the place we

see customers not satisfied with the service level provided by the vendors. Wether it is

seller’s market or buyer’s market in India generally the customer is taken for graned and

his endurance is tested to breaking limit. We have live examples of customer taken for a

ride all around us. The voter is customer to the Government elected by him. In return he

is entitled for certain basic fulfillments of promises by the elected members of the

Government. This is the guarantee clause attached to the democratic system. But where

are we in customer satisfaction. What about a builder who has taken advance from

persons who booked the flats and then fails to provide the flats by scheduled dates? Or if

he has provided the flat then the work is not done as promised.

We talk of customer focused management. Who is the customer we are talking about? It

is the ultimate user of goods and services? It is an intermediate customer like trader or

value adder? Or it is the internal as also external customer? Perhaps we are referring to

the ultimate customer. Who so ever it may be, there is a foundation laid to build up or

develop relationship on business objectives. The business objectives are based on the

return on the investment. Speaking as a matter of fact no businessman will extend any

facility without charging the price to remain remunerative on the investment made. The

talk about the customer focus is a mere slogan and a jargon used by management pundits.

To explain the point precisely let us see some of the motives kept in mind to set

objectives for customer satisfaction.

1. Personal Gains : 0ne of the parties for it’s hidden desire of some personal gain

develops relationship by showing friendship, nearness and some advantage. The personal

gain is so intense that the party pretend to be a well wisher of the other. In more than 60%

cases innocent people fall prey to the cunnings of one party and repent later. There are

several cases in Indian industry where for personal gains deals have been finalized both



in public and private sectors. Some have been termed as scams other as scandals. These

does nor require any further explanation.

2. Mutual Gains : The two parties In this situation joint together for mutual gain

irrespective of the fact that by their personal gains the organization they serve and the

ultimate customer is going to suffer. This involves a give and take policy. One is giving

advantage to the other for mutual gains at the cost of their organizational interest. Both

are cheats and form an unholy alliance. The organization should see through their game

plan and take corrective action in time lest loose the ultimate customers. Unfortunately

such mutual gain programmes are on rise in present day economic scene. Many a time

dealership is awarded on consideration of mutual gains. This is very common in large

variety of consumer durable, projects floated for investments in mutual funds, plantation

programme etc. Where every day we read in newspapers that customers are left with

hardly any avenue for relief. The principal party and agents just disappear in thin air.

Very little legal remedy is available against such unholy alliances. Many eminent

personalities have formed such unholy alliances for mutual gains to attract simple

customers.

3. Social Gains: Alliance formed for social gains are those where society at large is the

gainer. Nationalization of banks, petroleum companies, coal-mining industry are few

examples of alliances formed for social gain. The objective was to ensure proper and

planned growth of core, sector and save the customers and public at large from

exploitation. The story is however, different as desired objectives could not be reached

due to formation of alliances in Government and within organizations based on personal

or mutual gains. Nowhere the focus is on customer. Many of us have experienced rude

and unbearable treatment at nationalized banks while drawing our own money. We are

drawing our money and not begging. I have seen a senior citizen at the bank counter

virtually begging for hours to get his pension cheque encashed. It is an ordeal to get the

bank draft made at the banks. However, this are easy if one enters into unholy alliance for



mutual and personal gains.

4. Organizational Gains : This is the area where we should have main thrust for long-term

benefit to customers. Customer focused management should be the only objective of

every organisation. It is at this place that buyer, seller and customer should form a

strategic alliance without taking advantage of one or the other. If they join hand and work

for all round gain then the result would be great. The theory of organizational gain in

many western nations, Japan and some other southeastern countries have already been

recognized. These countries have long back focused their business on customer

satisfaction and customer delight. Unfortunately, in India even alliance made with

industrial giants and premier brand names of these countries could not show the same

results. The only reason that come to my mind is that we as Indian do not have a sincere

desire or managerial attitude towards customer focused business or trade. The Indian

entrepreneurs perhaps still not aware of market volatility and the foreign partners have

studied the Indian business mentality. Unfortunately, the economic planners and their

mentor have not seen the plight of ultimate customer both in the industrial or domestic

consumables. There remains a gap in programmes and implementation. This is again due

to the relationship developed for personal or mutual gains. It is for this reason that Indian

economy is not able to reach to a level where it should be after 51 years of independence

and our rich heritage. None of our programmes and policies are really customer oriented.

It is therefore, right time that management at least in Indian industry try and focus

attention on the customers.

5. One Time Gains : There are situations where a relationship is made for one time gain.

Both the parties join together, fulfil the task expected from each and then depart with no

obligation what so ever on either side. All onetime contracts are example of such one

time gain. Once the deal is concluded the relationship is severed. But do we have such

one time gain contracts?



6. Permanent Gains : Such alliances are made in business world for long time gain to

both the sides i.e., the buyer and seller. This is more or less lifetime alliance and

therefore, permanent in nature. The buyer or customer gets goods or services from a

supplier for a life time use. The seller on the other hand buildup a life time goodwill. This

is based on zero defect principle. The seller ensures that after sales service is provided to

the customer for the life time utility of the product, goods and services. The customer

receives maximum return on his investment. A satisfied customer is perhaps the best and

least costly advertiser. A dissatisfied customer is perhaps the worst enemy moving loose

in the cruel world of business. Recommendation of a delightful customer is having

stronger unpack on prospective customers than any amount of multimedia

advertisements. A goodwill build upon satisfied customers will be more potent for

growth in sales than any sales promotion gimmicks adopted by any smart salesman.

Several examples of customer’s delight are available for goods and services. A customer

makes sacrifice and in return he expect that he is relieved of after purchase headaches and

botherations. For the sacrifices made the customer expects sound sleep in the night.

7. Promotional Gains : Such alliances are formed at the time of launching of a new

products and or a company. Glorious future is projected to lure the prospective

customers. Alliance is made between the launcher and brokerage agency or advertising

agency. Both the partners to the alliance are gainers. The customer may or may not be the

gainer.

It is therefore, clear that objectively all relationships first of all have vested interest.

When we talk about the customer-focused management we implied to certain

predetermined objectives as narrated above. Organizational culture, the work

environment and the perception of seller about customer focus play a very important role

in setting up the objective for customer satisfaction. In the business world the relationship

are not platonically constructed. There has to be some motive! Holy or unholy.



The management pundits in recent past in India have been quoting and advocating for

Japanese style of buyer and seller relationship. It is long lasting and rests on very well

established sense of trust. Above all both parties have real price in such long-term

relationship. Customer delight is there fore possible. Japan can boast about the national

culture and all citizens have great patriotism. This is reflected in there business dealings.

It is for this reason the war shattered country rose to a dominating economic and trading

force in about thirty years. Japan can today proudly say that it has best of alliances world

over. Other nationals look forward to enter in to business collaborations with Japan. India

is also one such nation! Over and above personal or mutual gains a Japanese concern

would also see the national and social gains. This is customer-focused management. Can

we in India have same perception and fix up out strategies for customer satisfaction and

elight? Unfortunately in India Japanese collaboration could not get same amount of

success due to attitude and outlook of their Indian Counterpart.

Opening of economy and liberalization in trade in the country brought a sea of change in

customer’s perception of buyer and seller relationship. The customer today is not only

very demanding but also likes to know the relationship between the supplier of goods and

services and its relationship with the manufacturer or principal and its antecedents. It is

on this relationship depends the guarantee and warranty terms to which the customer is

entitled. A customer expects trouble free service during the guarantee period. Thereafter

it is expected that a product will last to its full productive life with minimum down time

and the vendor will provide the required support service to ensure that customer is not put

to trouble.

What is the scene today? There has been a wide gap between the preaching and practice.

Very few organizations in the country with certainty can say that their main concern is

the customer, By and large even today customers are taken for granted. The objective

today also is same what it was yesterday! Just pass on the goods. Get the payment and

forget the customer. It is indeed surprising to see the cases pending before the consumer



courts. Some of the TV channels have also started programmes to help customers and

provide some assistance in solving customer-related problems. To narrate some examples

of famous brand names and their customer oriented programmes I first refer to a

customer’s letter in a newspaper where after making advance payment a company could

not supply a well advertised cooking range for weeks. It is only after prolonged

correspondence and follow up the money was returned to the prospective customer

without any interest. A friend has some time back purchased a Samsung TV set from an

authorized dealer. The TV set developed some problem and it stopped showing picture.

Inspite of regular complaints the TV set is still not rectified as the dealer feel that

guarantee period is over and dealer’s responsibility is over. Beside, the service engineer

i& over worked attending long list of complaints. The famous AIWA brand of music

system came out with sales promotional scheme on its music system with supply of fifty

CDs free of cost. Many of the customers are still to get all the CDs. A local dealer of

computer came out with a sale promotional scheme of cash discount if an Ink Jet printer

and a scanner is taken as a package. I become a victim myself when the scanner was

collected back by the dealer for repairs after three days of delivery and only after

scanning four or five pictures. It is now more than three weeks that a brand new scanner

highly recommended by the dealer is not returned after repairs. Most-depressing part is

that neither the dealer nor the service center at Delhi could provide positive reply except

that they want me to bear some more time with them These are few examples of customer

oriented, customer focused management by International Brands. What return is there on

the investment made by the customer? The vendor is concerned with getting his money

and goes for all sorts of savings by remaining understaffed and under prepared for

immediately and promptly attending to the complaints.

The situation in large number of big and small public and private sectors is still worse as

far as purely Indian market is concerned. What we are now witnessing is an era of

takeovers, mergers and business adjustments. Survivals first than the customer is buzz

word. In such a situation the customer is out of focus. Commitment is lacking and



generally there is an air of doubt and mistrust. Delayed deliveries, cost-over run projects,

untimely payments frequent rejections are the consequences. MNCs entry in the local

market has created an atmosphere of uncertainty. Top it all the ‘Swadeshi’ slogan led to a

situation of panic and every surviving industry small or big want to make a quick-buck

and run away leaving the customer marooned. Be it power supply, railway amenities, air

services or public distribution system, what is customer level of satisfaction compared to

the price paid? How the international customer rates us in global scene? We have to

admire the patience of Indian customer that against all the adverse conditions he is

surving. The deaf ear given by the seller is not motivating the buyer but some how he is

compelled to tag along with the market conditions hoping to get better days. We leave lot

of things to luck and destiny while making financial investments. If it works we are

lucky. It is destiny if things do not work. If issues relating to complaint are followed up

the customer is a naggingone.

For adopting Japanese management or for customer oriented management we should first

have the willingness and a determination much above the petty personal gains. It needs

an attitudinal change. Looking towards present socioeconomic and political conditions

such change is not foreseen in immediate future. Market forces will have to play the

game with only customer in mind if India has to make global presence. There is little

time in hand as we are having challenges from all sides. Small nations like Korea,

Taiwan, Singapore etc. have already surpassed us. These nations are working on a vision

and resultant plans. It is the right time for market players to pamper the customer. As the

saying goes, the four deadly sins of corporate management-complacency, blindness,

megalomania, and greed. The Chinese know the rule but Japanese observed it that

business go where it is invited and stays where it is well treated. Customer is the Boss.

The price is what customer pays for goods; the goodwill is what vendor receives from the

customer for the value he receives from the goods. It is the value part of the goods that is

very important. That is why it is said that customer is the profit everything else is

overhead!.



Industry profile

Definition

An industry comprised of companies that primarily earn revenue through providing

intangible products and services. Service industry companies are involved in retail,

transport, distribution, food services, as well as other service-dominated businesses.

Also called service sector, tertiary sector of industry. See also primary industry,

secondary industry

an industry in that part of the economy that creates services rather than tangible objects.

Economists divide all economic activity into two broad categories, goods and services.

Goods-producing industries are agriculture, mining, manufacturing, and construction;

each of them creates some kind of tangible object. Service industries include everything

else: banking, communications, wholesale and retail trade, all professional services such

as engineering, computer software development, and medicine, nonprofit economic


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activity, all consumer services, and all government services, including defense and

administration of justice. A services-dominated economy is characteristic of developed

countries. In less-developed countries most people are employed in primary activities

such as agriculture and mining.

The proportion of the world economy devoted to services grew steadily during the 20th

century. In the United States, for example, the service sector accounted for more than

half the gross domestic product (GDP) in 1929, two-thirds in 1978, and more than

three-quarters in 1993. In the early 21st century, service industries accounted for more

than three-fifths of the global GDP and employed more than one-third of the labour

force worldwide.

The simplest explanation for the growth of service industries is that goods production has

become increasingly mechanized. Because machines allow a smaller workforce to

produce more tangible goods, the service functions of distribution, management, finance,

and sales become relatively more important. Growth in the service sector also results

from a large increase in government employment

An industry in that part of the economy that creates services rather than tangible objects.

Economists divide all economic activity into two broad categories, goods and services.

Goods-producing industries are agriculture, mining, manufacturing, and construction;

each of them creates some kind of tangible object. Service industries include everything

else: banking, communications, wholesale and retail trade, all professional services such

as engineering, computer software development, and medicine, nonprofit economic

activity, all consumer services, and all government services, including defense and

administration of justice. A services-dominated economy is characteristic of developed

countries. In less-developed countries most people are employed in primary activities

such as agriculture and mining.


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The proportion of the world economy devoted to services grew steadily during the 20th

century. In the United States, for example, the service sector accounted for more than half

the gross domestic product (GDP) in 1929, two-thirds in 1978, and more than three-

quarters in 1993. In the early 21st century, service industries accounted for more than

three-fifths of the global GDP and employed more than one-third of the labour force

worldwide. explanation for the growth of service industries is that goods production has

become increasingly mechanized. Because machines allow a smaller workforce to

produce more tangible goods, the service functions of distribution, management, finance,

and sales become relatively more important. Growth in the service sector also results

from a large increase in government employment.

Service Sector in India

Service Sector in India today accounts for more than half of India's GDP. According to

data for the financial year 2006-2007, the share of services, industry, and agriculture in

India's GDP is 55.1 per cent, 26.4 per cent, and 18.5 per cent respectively. The fact that

the service sector now accounts for more than half the GDP marks a watershed in the

evolution of the Indian economy and takes it closer to the fundamentals of a developed

economy.

Services or the "tertiary sector" of the economy covers a wide gamut of activities like

trading, banking & finance, infotainment, real estate, transportation, security,

management & technical consultancy among several others

The boom in the services sector has been relatively "jobless". The rise in services share in

GDP has not accompanied by proportionate increase in the sector's share of national

employment. Some economists have also cautioned that service sector growth must be



supported by proportionate growth of the industrial sector, otherwise the service sector

grown will not be sustainable. In the current economic scenario it looks that the boom in

the services sector is here to stay as India is fast emerging as global services hub.

Service quality is not one-dimensional; it encompasses numerous factors that are

important to customer satisfaction. Satisfaction basically is related to expectations and

perceived delivery on these dimensions and as shown by the equation given below.

The quality of service delivery results in customer satisfaction & their retention as it

reinforces the perception that the value of the service received is grater than the price

paid for it.

Quality is defined as the ability of the service provider to satisfy customer needs.

Customer perception, service quality & profitability are interdependent variable.

Even in the case of products, quality is difficult to define because it is highly dependent

upon customer perception. The task is made more complicated in the case of service

because of the intengible nature of service & the variation in services offered to different

customers.

There are several reasons why customers must be given quality service. Most important

of them are

1. Industry has become so competitive that customers now have variety of alternatives. If

the customers are lost, it can be extremely difficult to win back the individual.



2. Most customers do not complain when they experience problems, these customers

simply opt out & take their business elsewhere

Dimensions of Service Quality:

Barasuramm, Barry and Zenithal listed various aspects that a customer expects from

different services.

1. Reliability: This refers to the ability of the company to perform the promised service

dependably and accurately. Reliability is probably the single most important dimension

of quality. Customers expect that companies will do what they say and they will do when

they say they will do it.

2. Tangibles: This refers to the appearance of the physical facilities, equipment,

personnel, and communication materials. As services are intangible, the tangibles give an

impression to the customers about the quality of service they can expect from a firm. A

bank in a shabby building will make the customer wonder whether their money will be

safe in such a bank.

3. Responsiveness: This refers to the willingness of the employees to help customers and

provide prompt service. When you go to a bank the minimum that you expect is that the

employees would attend to you rather than chit-chat amongst themselves.

4. Assurance: This factor is linked to several minor factors such as competence, courtesy,

credibility and security. Competence depends on the service provider's possession of the

required skills and knowledge to perform the service. The politeness, respect,

consideration, and friendliness of the service providers can be bundled into the term

courtesy. Credibility refers to the perceived trustworthiness, believability, and honesty of



the service provider. Security refers to the fact that the service should be free from

danger, risk, and doubt. In sum, the assurance factor refers to the knowledge and courtesy

of employees and their ability to inspire trust and confidence.

5. Empathy: Empathy refers to the caring, individualized attention the firm provides to its

customers. It includes access, communication and understanding. Access refers to the

approachability and ease with which the customer can contact the firm. Communication

refers to keeping the customer informed in the language they can understand and

listening to them. Understanding has to do with the efforts made by the service provider

to know customers and their needs.

The Service Quality Gaps:

Gaps between perceived & expected levels of service quality delivery result in the failure

of the service provider. The servqual instrument designed by Parasuraman, Berry and

Zeithaml can be adapted to most of the services and can be used to measure service

quality. This basically will give the gap between customer's expectations and the

perceived delivery of service. The same authors have also suggested a gap model, which

describes four more gaps. The First gap does not know what customers expect. The

second gap is between what the customer expects and what the management understands

as the customers' expectation from the company. The third gap is with reference to the

management's understanding of the customer expectations and the service quality

standards set by the management. The fourth gap is between the quality specifications

and actual service delivery. The fifth gap is between what is communicated to customers

and what is actually delivered. It is possible to measure the gaps and take corrective

actions to fill them to the extent possible. The most difficult gap to fill is the one between

customer expectations and the perceived service delivery. The expectation of the

customers keeps rising with every good experience. When a customer visits the service

organization, he/she expects a better service than what was experienced in the last

encounter



Customer Retention:

Customer retention and relationship marketing (Berry 1983 & Gronroos 1990) concepts

have also come to be accepted in product marketing. It basically stresses the fact that it is

more economical to retain a customer than to get a new customer. This was primarily

practiced in banking to get existing customers to use more services of the same bank

relationship marketing recognizes the value of current customers and the need to provide

continuing services to existing customers so that they remain loyal. Basically, trust and

relationship commitments lead to satisfaction and customer loyalty. While product and

service quality are becoming the minimum requirements, the quality of relationship with

the customers is emerging as a proper measure of success. The new marketer will gauge

success of marketing programmers by the increase or decrease in a customer's future

value to the company.

While it is common to both the manufactured goods and services that customer retention

brings more revenues than running after new customers, the approach to customer

retention are very different. In the case of manufactured goods, it is the zero-defect

quality that matters while in services it is the service quality that matters most. In the case

of manufactured good, it is possible to build quality into the product so that there is very

little necessity for after sales service and human interaction, whereas in the case of

services like credit cards, banks and beauty parlous, it is the quality of interaction that the

service provider has with the customer that matters.

Role of Internal Marketing in Customer Retention:

Internal Marketing means that the service firm must efficiently train & motivate its

customer contact employees & supporting service people to work as a team to provide

customer satisfaction. Internal marketing was originally proposed as an approach to

service management, which entailed the application of traditional marketing concepts

within the organization in order to improve corporate effectiveness. A related concept



called internal customer suggests that the employees be treated as customers in order to

improve the quality of service offered to external customers. The approach basically

inverts the organizational pyramid and puts customers on top and divides the employees

into two categories, viz., (i) those who serve customers and (ii) those who serve those

serving the external customers. Hence, the front-line employees became internal

customers to the back-office support service staff, supervisors and management.

Internal marketing is supposed to build a market-oriented and customer-focused culture

in an organization that facilitates the following:

1. Enable the organization to build customer focus into the corporate mission and make

every employee (Whether in operations, marketing, finance or personnel) understand the

importance of customer satisfaction and play a direct/indirect role in providing the same.

2. Treat the front-line employees as internal customers and keep their morale and

motivation high.

3. Create an environment where customer contact personnel feel empowered to deliver

high quality service to customers and do not feel threatened to give feed back to the

management on the negative moments-of-truth experienced by customers.

4. Streamline service delivery systems (including the back-office support systems and

procedures) in order to suit customer needs regardless of internal conveniences.

Major Issues in Service Quality

Issues such as individual customer satisfaction versus meeting the corporate objectives

have been debated at length in marketing literature. Additionally, employees are bound

by the rules and regulations of the organization, whereas the relationships with customers

are not tightly governed by rules. Of course when a customer voluntarily enters the

premises of an organization to avail its services, he/she will be governed by its rules. For

example, a customer entering a McDonald's outlet cannot ask for waiter service.



However, the organizational relationships are much more complex. Though to some

extent we may find parallels in customer relationships, the relationship between one

employee and another is much more complex as it is governed by past behaviour and

other situational factors. Many times, people have hidden agendas and they use

organizational issues to settle scores with each other. As the hierarchy is involved, people

can use positional power to play polities to achieve their end objectives. These are not

going to be very pronounced in the case of customers.

Service can be broadly classified into high-tech, low-touch and low-tech, high touch

services. A customer using an ATM to withdraw cash has no human much at all. It is

basically a high-tech, low-touch service. On the other hand, if you enter a beauty par-lour

for hairdressing the service- provider understands the individual customer's needs and

customizes the service accordingly. This is an example of a low-tech, high-touch service.

The service delivery systems are designed to suit the specific services. Companies are

trying to move in the direction of high-tech, low-touch, as it is easier to manager. Federal

Express has developed a package tracking- system, which can be accessed through the

Internet by its customers. This has greatly reduced customer calls wanting to know

whether their packages have been delivered or nor.

The most important thing in blueprinting of a customer service is to look at the processes

from the customer's perspective. Companies should move out of their internal divisions

and conveniences to devise delivery systems ideally suited to the consumers. Bank

timings are fixed by taking into consideration the convenience of the employees. Some

banks have now started the practice of keeping the banks open on Sundays and during

late hours. Similarly, a loan applicant will be make to run from section to section to know

the status of his application. This is where it makes sense to create a single window

clearance system.



The service sector now accounts for more than half of India's GDP: 51.16 per

cent in 1998-99. This sector has gained at the expense of both the agricultural

and industrial sectors through the 1990s. The rise in the service sector's share in

GDP marks a structural shift in the Indian economy and takes it closer to the

fundamentals of a developed economy (in the developed economies, the

industrial and service sectors contribute a major share in GDP while agriculture

accounts for a relatively lower share).

The service sector's share has grown from 43.69 per cent in 1990-91 to 51.16 per

cent in 1998-99. In contrast, the industrial sector's share in GDP has declined

from 25.38 per cent to 22.01 per cent in 1990-91 and 1998-99 respectively. The

agricultural sector's share has fallen from 30.93 per cent to 26.83 per cent in the

respective years.

Some economists caution that if the service sector bypasses the industrial sector,

economic growth can be distorted. They say that service sector growth must be

supported by proportionate growth of the industrial sector, otherwise the service

sector grown will not be sustainable. It is true that, in India, the service sector's

contribution in GDP has sharply risen and that of industry has fallen (as shown

above). But, it is equally true that the industrial sector too has grown, and grown

quite impressively through the 1990s (except in 1998-99). Three times between

1993-94 and 1998-99, industry surpassed the growth rate of GDP. Thus, the

service sector has grown at a higher rate than industry which too has grown

more or less in tandem. The rise of the service sector therefore does not distort

the economy.

Within the services sector, the share of trade, hotels and restaurants increased

from 12.52 per cent in 1990-91 to 15.68 per cent in 1998-99. The share of

transport, storage and communications has grown from 5.26 per cent to 7.61 per

cent in the years under reference. The share of construction has remained nearly


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the same during the period while that of financing, insurance, real estate and

business services has risen from 10.22 per cent to 11.44 per cent.

The fact that the service sector now accounts for more than half the GDP

probably marks a watershed in the evolution of the Indian economy.



Company profile

Started in : 1988

Headquarter: Bangalore

Managing director is Mr. UDAY PASRICHA

INDUSTRY: service industry

Branches: Bombay, Chennai, Hyderabad

Competitors: SPM, Instrument Hyderabad, SKF INDIA LTD

PERMAWELD PVT LTD is an ISO 9001:2000 certified company. We have pioneered

the concept of making “MAINTENANCE A PROFIT CENTRE” for the past 20 years

by providing SPECIALITY MAINTENANCE SOLUTIONS on products and services



for critical applications. The objective at all times being to extend the productive life of

Assets, components and machines.

PERMAWELD. has over its past 20 years, conceptualized with ease in maintainability by

periodic health monitoring of plant machinery, Leak audits, Thermography and predictive

maintenance requirements, pre-empting unscheduled shut-downs and thus loss of

productivity besides, avoiding un-necessary repairs.

PERMAWELD is an ‘Single point vendor’ for Predictive maintenance based on our 10

years experience of vertical focus, we are well qualified to take up any specific or

customized maintenance contract as required by customer,leading industries like, HPCL,

BPCL,IOCL and RELIANCE etc..

TECHNIQUES

ULTRASOUND

VIBRATION MONITORING

THERMAL IMAGING

TEMPERATURE MONITORING

ULTRASOUND TECHNIQUE

The concept of predictive maintenance by ultrasound is based on exploiting the very fact

that any mechanism shall generate a certain level of ultrasound directly depending on its

health condition while operating.

Condition Monitoring and Predictive Maintenance has traditionally been

performed through Vibration Analysis, Infrared and other technologies. Ultrasonic



technology is often ignored but is an excellent option especially for organizations with

lower budgets. Ultrasonic detectors are capable of accurately interpreting the sound of

under lubrication, over lubrication and early signs of internal wear conditions. The right

ultrasonic technology is a fast and effective means of determining such conditions in

moving, mechanical components such as Bearings, Gearboxes, Motors, Compressors, etc.

There is a direct correlation between Ultrasound generated by an object and condition of

that object. Ultrasonic carries information about the internal process and condition of the

component or assembly activity in and around the object & assist in predictive

maintenance based on early detection, though it does not provide a conventional

measurement. Thus Ultrasound monitoring aids in detecting a problem LONG BEFORE

it can be discovered through conventional monitoring.

Ultrasound is distinguished technique due to its characteristics of

Higher frequency and thus shorter wavelength.

Capability to attenuate more quickly than sound waves

Easily shielded thus isolating surrounding noise.

Directional travel thus aiding localized detection.

The above tool with characteristics can be used for following diagnosis.

Leak Audits – Compressed Air leaks, Vacuum leaks and other Gases leaks.

Survey of Faulty Steam Traps

Detection of Passing of Valves

Condition Monitoring of Rotary Equipments like Bearings, Gear box etc..



CONDITION MONITORING - CONCEPT

Continuous or regular measurement of health signals from different machines in a

plant.

This indicates the variation of condition of machines or their components based

on exposure to the operating and services environment.

Once the trends of the machine are established, it will help us to create NEW

AND ACCURATE maintenance intervals. Then we know when it is safe to

continue operating the machine and when safe to interrupt their operation for

maintenance.

For those machines where trend monitoring indicates a deteriorating pattern,

based on regular checking, we suggest early intervention.

We also offer product-based solution to enhance reliability and extend current

maintenance intervals.

THERMAL IMAGING/ TEMPERATURE SCANNING

THERMAL IMAGER can provide early warning in ‘Real Time’ predicting much before

the equipment could fail. It is Convenient, Non-Invasive, In-Situ and Two-Dimensional.

The THERMAL IMAGER is used to detect Hot Spots and their origin in



Electrical loose connection in Distribution panel.

Faulty Fuses

Improper cable crimping.

Load unbalancing.

Improper cable selection and over heating.

UPS Battery bank.

Thermal scanning allows us to create component performance classification with in

the scope of condition monitoring. It provides faster non – contact investigation

means of large areas.

“Temperature” is considered as the best indicators of health of a component.

The magnitude and distribution of the temperature indicates departure from normal /

acceptable performance.

We employ infrared non - contact type thermal gun to indicate the temperature of

bearing and other components.



We, thus, facilitate-

EASE IN PREDICTING HEALTH CONDITION OF A COMPONENT

MINIMISING DOWNTIME

REVISE MAINTENANCE SCHEDULES

PRIORITISING REPAIRS

AVOIDANCE OF UN-NECESSARY REPAIRS

PROVIDING MAINTENANCE SOLUTIONS

ORGANIZATION CHART

Managing Director



Marketing GM Business development HR/Accounting

GM GM

ASST Manager Sr MDE SM Sr A/C A/C

Manager

AE MDE ASST ASST MDE

Manager Manager

Sr A/C ASST ASST

A/C

AE MDE AE



In permaweld there are different products are there those are

1) CTRL UL-101 Ultrasound Diagnostic deviceA low cost, money saving, efficient diagnostic tool for equipment health monitoring,

troubleshooting & leak detection.

CTRL means you have control

OPERATING PRINCIPLE

CTRL tool UL-101 operates on the principle of Ultrasound i.e. audible frequencies

beyond human perceivable range [20 Hz – 20,000 Hz] since UL-101 tool operates at

frequency of 40,000 Hz.

Sound is the movement of pressure variation through a medium [solid, liquid or gas].

Sound gets created when there is -

Impact



Turbulence

Friction

Electric arcing or Corona discharge

THE FUNDAMENTALS OF SOUND:

Types of Sound

Infrasound (0-20Hz)

Audible Sound (20 Hz – 20 KHz)

Ultrasound (20 KHz and above)

CTRL UL-101 Tool – What can it do?

In Contact mode, diagnose health of -

- Bearings

- Gears

- Solenoid valves

- Hydraulic cylinders

- Valves



- Pumps

- Compressors

- Fuel Injectors

- Leaks through Seals & Gaskets

Using the specialized CTRL UL 101 ULTRASOUND DEVICE, VIBRATION

ANALYSIS, and THERMOGRAPHY; Permaweld provides to Industry plant, surveys

and maintenance consultancy to improve productivity and reduce energy losses. This is

based on taking up Predictive Maintenance & Condition Monitoring Contracts that

drastically reduce energy losses through the highly sensitive CTRL ultrasound device that

can “hear and detect from a distance” compressed air or gas leaks and abnormal sound

above 30,000 hz which enables “early prediction and pin pointing problem areas. WE

also identify vacuum leaks, take up steam trap surveys and identify valve passing.

Additionally with early identification of potential component failure in mechanical

equipment, we reduce the risk of unscheduled break downs of critical equipments like HT

Motors, Gear Boxes, bearings and other rotating equipment.

With the CTRL Ultrasound device we are able to hear leaks that are inaudible to the

human ear and would not be detected by conventional tests. The CTRL Ultrasound

device is very versatile and can also identify electrical arcing, corona discharge. Besides

the above mentioned uses, its usage is limited only by a lack of imagination. We offer a

demonstration of CTRL Ultrasound device for purchase by industry AND we help create

“new maintenance standards and schedules based on its usage for day to day prevention

and audits” . It can be supplied with a handheld computer and data recording software.

The CTRL Ultrasound device has unique applications in conjunction with the

ULTRASOUND UL101 transmitter for QC and checking for the integrity of vessels and

tanks, and as an alternate to pressure testing for aircraft cabins or shower testing for

vehicle cabins



2)MERUS

Introducing the GREEN Enviro-Friendly, energy saving technology that removes and

then prevents scaling, corrosion in pipelines, boilers, heat exchangers and insures long

term retention of pressure in fluid flow systems

Industry can now eliminate pipeline scaling, prevent pipeline corrosion even at high

temperatures, and prevent build up of algae, Bacterial contamination within water cooling

systems and water loops with MERUS installations.

A MERUS installation is a Comprehensive NON INVASIVE solution that requires NO

energy, NO chemicals, No Magnets and NO day to day maintenance for industry

BECAUSE we are responsible and undertake TOTAL MAINTENANCE of the installed

system as a long term solution.

MERUS offers this GREEN technology for Corrosion, Lime scale, Biofilms, that provide

long term savings. This is a unique and revolutionary, non traditional device that over

comes the negative effects caused by solids in water. The installation is suitable for oil

and viscous flow, effluent, and offers long term protection for Industrial Heat

Exchangers, Industrial Cooling towers, Water Distribution Systems, Steam Generators,

Boiler and high temperature areas where solids must be kept in a flowing state to prevent

deposition.

3) Megna

Weld Repair Consultancy, Salvage services & speciality Product Recommendation.

We use and recommend World famous specialty MAGNA WELDING ALLOYS which

are unique and specifically engineered only for critical salvage and maintenance.



PERMAWELD provides weld solutions that result in Reliable and Risk Free weld joints

for almost all KNOWN and unknown base metals and extreme operating environments.

When using MAGNA ALLOYS industry is assured of “Long lasting repairs for difficult

to weld components and machinery of varied, old, contaminated and unknown base

metals”. Our experienced and certified welders offer specialized structural chassis and

component repair for heavy construction and mining machinery, Industrial Press tools

and dies for greater productivity

4) Omega

Permaweld's Lubrication Consultancy

We have 20 years of experience with OMEGA lubrication in critical applications with

MOST industry who are market leaders (some of our customers) in India. Omega

Lubricants have repeatedly proved that they are vastly superior in performance and

MAXIMIZE maintenance intervals, the life of valuable machinery and critical

components. OMEGA lubricants are recommended by PERMAWELD as the “solution”

for critical areas with “result based study and data” that prove savings, extension of life

of specific components, enhancement of machine performance, reduction in operating

temperature and vibration levels. The substantial extension of lubrication intervals

compared to current industrial norms assure improvement in productivity and lowering of

final costs



Topic: customer perception towards permaweld

Objectives

1) To study the perception of consumers towards the permaweld

Ltd

2) To check awareness level regarding permaweld products.

3) To know the customer perception towards price of permaweld products.

4) To find out customer satisfaction toward permaweld products.

5) To determine which factors influence the customers to purchase permaweld products I.e. omega, megna, CTRL, merus.

Research methodology

Primary Data : Questionnaire and

Personal Interaction



Secondary Data: Company manual

Company book lets

Organization Guide

Internet.

2. Sampling

Sampling Method : Convenient Random Sampling.

Sample Population : Various customers in Bangalore city..

Sample Size : 100.



Data Analysis



FrequenciesAre you aware of permaweld pvt limited company?

Analysis:from the above graph out of 100 respondents 100% respondents are aware of permaweld company


1000

ValidMissing

N

100 100.0 100.0 100.0yesValidFrequency Percent Valid Percent

CumulativePercent

Are you aware of permaweld pvt limited company?

100.0%

yes


Interpertation:majority of respondents are aware of permaweld company.

Frequencies

Are you aware of permaweld company product?

Frequency Percent Valid Percent Cumulative Percent

Valid Yes 88 88.0 88.0 88.0No 12 12.0 12.0 100.0Total 100 100.0 100.0


1000

ValidMissing

N


Analysis:from the above graph out 100% respondents 88% respondents are aware of permaweld product and 12% respondents are not aware of permaweld Products

Interpertation: majority of all respondents are aware of premaweld products .

How much you are aware of permaweld company product?



Frequency Percent Valid Percent Cumulative Percent

Valid

Highly aware about it 88 88.0 88.0 88.0

Some what heared 3 3.0 3.0 91.0

Not aware of it 9 9.0 9.0 100.0

Total 100 100.0 100.0

Analysis:from the above graph out of 100 respondents 88% respondents highly aware about the premaweld products and 9% respondents are and not aware of permaweld products and 3% respondents are some what heard about it.

Interpertation:majority of respondents are highly aware about premaweld product.


1000

ValidMissing

N


FrequenciesWhat you think about permaweld pvt ltd company?

Analysis: From the above graph out of 100 respondents 37% respondents said average and 27% respondents are said very good and 26 respondents are said good and only 10% respondents are said not good.

Interpertation:majority of respondents are think average of permaweld private company.


1000

ValidMissing

N

Not goodAverageGoodVery good

40

30

20

10

0


FrequenciesWhat will comes in your mind by hearing permaweld pvt ltd company?


1000

ValidMissing

N

1 1.0 1.0 1.0

9 9.0 9.0 10.0

48 48.0 48.0 58.0

30 30.0 30.0 88.0

12 12.0 12.0 100.0100 100.0 100.0

Environmental friendlyProducts manufacturerName for good serviceName for good productEnergy saverName for cost reducerTotal

ValidFrequency Percent Valid Percent

CumulativePercent

Name for cost reduce

Name for good product

Name for good service

Environmental friend

60

50

40

30

20

10

0


Analysis:from the above graph of out of 100 respondents 48% respondents are said name for good service 30% respondents are said name for good product energy saver and 12% respondents are said name for cost reducer and lastly 9% respondents are said environmental friendely products manfacture by hearing premaweld private company.

Interpretation:majority of respondents are name for good service comes in mind by hearing premaweld product .

Frequencies

What do you think about price of permaweld products?


1000

ValidMissing

N

18 18.0 18.0 18.025 25.0 25.0 43.041 41.0 41.0 84.014 14.0 14.0 98.02 2.0 2.0 100.0

100 100.0 100.0

Very highHighModerateLowVery lowTotal


CumulativePercent


Analysis:from the above graph out of 100% respondents 41% respondents are said the price of premaweld company products is moderate and 25% respondents are said High and 18% respondents are said very high and 14% respondents are said low and 2% respondents are said the price of premaweld product is very low.

Interpretation: majority of respondents are said the price of premaweld company product is moderate.

Frequencies

Which are the factors influenced you to purchase permaweld products?


Very lowLowModerateHighVery high

50

40

30

20

10

0

1000

ValidMissing

N


Analysis:from the above graph of 100% 41% respondents are said quality has influencedto purchase premaweld product and 27% respondents are said pricing and 20% respondents are said advertisement and 7% of respondents are said pre and post purchaseservices has infiuenced and 5% respondents are company image.

Interpertation:majority of respondents are said quality has influenced to purchase premaweld product

FrequenciesAre you satisfied with the permaweld products?


27 27.0 27.0 27.041 41.0 41.0 68.020 20.0 20.0 88.0

7 7.0 7.0 95.0

5 5.0 5.0 100.0100 100.0 100.0

PricingQualityAdvertisementsPre and postPurchase serviceCompany imageTotal


CumulativePercent

Company image

pre and post purchase

Advertisements

Quality

Pricing

50

40

30

20

10

0


Analysis:from above graph out of 100% respondents 92% respondents are satisfied premaweld product and 8% respondents are said not satisfied .

Interpertation:majority of respondents are satisfied premaweld product.

Frequencies


1000

ValidMissing

N

92 92.0 92.0 92.08 8.0 8.0 100.0

100 100.0 100.0

YesNoTotal


CumulativePercent

8.0%

92.0%

No

Yes


To what extent you satisfied with permaweld products?

Analysis: out of 100 respondents 51 respondents said avg has permaweld product,17 respondents are highly satisfied with perweld product ,16% respondents are satisfied & 16% respondents are dissatisfied with permaweld products.

Iterpretation. Majority of respondents said avg as permaweld product.

FrequenciesBabasabpatilfreepptmba.com Page 61

1000

ValidMissing

N

17 17.0 17.0 17.016 16.0 16.0 33.051 51.0 51.0 84.016 16.0 16.0 100.0

100 100.0 100.0

Highly satisfied SatisfiedaveragedissatisfiedTotal


CumulativePercent

dissatisfiedaverageSatisfiedHighly satisfied

60

50

40

30

20

10

0


Do you think sales and service of permaweld company effective?

Analysis; from the above graph 100% respondents 78 respondents are said sales & sevice of per weld company is effective & 22respondents are said sales & sevice of permaweld product is ineffective.

Intepretation; majority of respondents are said sales & service of permaweld company is effective.


1000

ValidMissing

N

78 78.0 78.0 78.022 22.0 22.0 100.0

100 100.0 100.0

yesnoTotal


CumulativePercent

Do you think sales and service of permaweld company effective?

22.0%

78.0%

no

yes


Frequencies

Do you recommend to others to purchase permaweld products?

Do you recommend others to purchase permaweld product?

37.0%

63.0%

no

yes

Analysis: From the above graph 63% respondents are said they are recommended to others to purchase permaweld product & 37% respondents are not recommended to others.

Interpretation: majority of respondents said they are recommended to others to buy permaweld product.


1000

ValidMissing

N

63 63.0 63.0 63.037 37.0 37.0 100.0

100 100.0 100.0

yesnoTotal


CumulativePercent


Frequencies

Do you need any financial assistance while purchase permaweld product?

Do you need any financial assistance while purchase permaweld product?

27.0%

73.0%

no

yes

Analysis: from the above graph 73% of respondents need financial assistance while purchasing permaweld product 27% respondents not in need of any financial assistance while purchasing permaweld product.


1000

ValidMissing

N

73 73.0 73.0 73.027 27.0 27.0 100.0

100 100.0 100.0

yesnoTotal


CumulativePercent


Interpretation: majority of respondents are need financial assistance while purchasing permaweld products.

Frequencies

From the following which factor do you consider while purchasing permaweld product?

Analysis: from the above graph 50% respondents are consider low price loan while purchasing permaweld product 28% respondents are consider credit facilities &22% respondents are consider others.


1000

ValidMissing

N

28 28.0 28.0 28.050 50.0 50.0 78.022 22.0 22.0 100.0

100 100.0 100.0

credit facilitylow price loanothersTotal


CumulativePercent

otherslow price loancredit facility

60

50

40

30

20

10

0


Interpretation: majority of respondents are consider loan while purchasing permaweld product.

Frequencies

Is discount is one of major factor you purchase permaweld product?

Is discount is one of major factor you purchase permaweld product?

30.0%

70.0%

no

yes

Analysis; From the above graph 70% respondents said yes as discount is the major while purchasing permaweld product 30%. said no.

Interpretation: Majority of respondents Said yes as discount as permaweld product.


1000

ValidMissing

N

70 70.0 70.0 70.030 30.0 30.0 100.0

100 100.0 100.0

yesnoTotal


CumulativePercent


FrequenciesAre you satisfied with price paid to the permaweld product?


1000

ValidMissing

N

31 31.0 31.0 31.061 61.0 61.0 92.08 8.0 8.0 100.0

100 100.0 100.0

stongly agreeagreedsagreeTotal


CumulativePercent


Analysis: From the above graph 61% respondents agree with price provided by permaweld 31% strongly agree with price provided by permaweld & 8% respondents disagree with price provided by permaweld.

Interpretation: majority of respondents agree with price provided by permaweld.

Hypothesis:

The hypothesis is tested with the help of questionnaire the Ho states that more than 85% respondents are told that they are satisfied with Permaweld’s company’s products, as per data collected 92 out of 100 respondents told that they are satisfied with Permaweld’s company’s products


dsagreeagreestongly agree

70

60

50

40

30

20

10

0


H0= more than 90% respondents said that they are satisfied with Permaweld’s company’s productsH1= less than90% respondents said that they are satisfied with Permaweld’s company’s products Using Z test can prove this.P= 0.90n = sample size 100a (alpha)= 5% level of confidenceZ= 1.64 (referring table)

S= P (1-P) n-1 =

0.90(1-90) 100-1

S= 0.03015Po=92/100=0.92

Zcal= Po-P/SE = 0.92-0.90/0-03015Zcal= 0.6634

Conclusion: Accept Ho. As it falls under the confidence level i.e.1.64

Findings Babasabpatilfreepptmba.com Page 69


1) According to survey 100% respondents are aware of permaweld company

2) By the survey we came to know that 88% respondents are aware of permaweld

company product.and 12% respondents are not aware of it

3) In 88% respondents are highly awaere about premaweld products

& only very less respondents are not aware of permaweld products.

4) By the survey we came to know that most of the respondents said permaweld Pvt

ltd company is average & some respondents said permaweld Pvt ltd company not

. good.

5) In 100 respondents most of them said name for good service & only few of them said

environmental friendly products manufacturer.

6) By the survey we can say that 41% of respondents said price of premaweld company

products is moderate & 2% respondents are said the price of premaweld product is very

low.

7) According to the survey more no of respondents said quality factor has influenced &

Very less respondents are company image.

8) In 100 respondents respondents 92% respondents are satisfied premaweld product

& 8% respondents are said not satisfied.

9) By the survey we can say that more no of respondents said avg has permaweld

product & very less respondents are dissatisfied with permaweld products.



10) By the survey we come to know that more no of people said sales & sevice of

permaweld is effective.

11) By the survey we come to know that most of the respondents recommend others to

buy parmaweld products.

12) In 100 respondents 73% respondents need financial assistance & 27%

respondents not in need of any financial assistance.

13) According to the survey more no of respondents consider low price loan while

purchasing permaweld product while only few said others factor .

14) In 100 respondents respondents 70% respondents said yes as discount is the

major while purchasing permaweld product 30%. said no.

15) By the survey we come to know that most of the respondents agree with the price &

less respondents disagree

Suggestion:



1) In the survey 100% respondents said that they were aware of permaweld company

. but still some people were not aware of its products. So try to make some

product awareness activities or promotions which helps in increasing the

awareness of its products.

2) By the survey it is clear that maximum respondents influenced by the factor

Quality. So it is suggested they increase and maintain the quality of products.

CONCLUSION

In the study of “customer perception towards permweld product

sales”, I have experienced that customer perception plays a vital role in the success of a

permaweld product.

Nothing is of a greater importance for a marketer than perception. Perception is actually

more important than reality in many cases.

In Bangalore city customers are having good perception towards permaweld

product except some factors like, material and quailty. The awareness levels of perm

weld products are also good. Even though it is facing tough competition with skf it is

good product in India.



In the world of business, particularly marketing and advertising, perception is

reality. . How do consumers perceive the brand, the product, how do they perceive

competitors - that all determines how successful the product will be on the market.

Dear Sir/Madam,

Personal information

NAME __________________________

AGE: 18-25, 26-35, 46-above

QUALIFICATION:___________________

INCOME BELOW 10, 10-20, 20-30, 30-40, 40-ABOVE

PHONE:________________ MOBILE:_______________

ADRESS:_______________________________________

Questionnaire

1) Are you aware of permaweld pvt ltd company? Yes No

2) Are you aware of Permaweld company product?

Yes No



3) How much you are aware of Permaweld Company’s product?

a) Highly aware about it

b) Some what heard

c) Not aware of it

4) What do you think about permaweld Pvt ltd Company?

Very good good average not good very bad

5) What will comes in your mind by hearing permaweld pvt ltd company?

Environmental friendly products manufacturer

Name for good service

Name for good productsEnergy saver

Name for cost reducer

6) What do you think about price of permaweld products?

Very high

High

Moderate

Low

Very low

7) Which are the factors influenced you to purchase permaweld products?

Pricing

Quality



Advertisements

Pre and post purchase services

Company Image

8) Are you satisfied with the permaweld products?

Yes No

If yes continue else go to question number 10

9) To what extent you satisfied with permaweld products?

Highly satisfied average dissatisfied highly

Satisfied dissatisfied

10) Do you think sales and service of Permaweld product effective?

Yes No

11) Do you recommend others to purchase permaweld product?

Yes No

12) Do you need any financial assistance while purchase Permaweld Product?

Yes No

13) From following which factor do you consider while purchasing permaweld

Product

Credit facilities low price loan others

14) is Discount is one of major factor you purchase permaweld product?



Yes No

15) Are you satisfied with price paid to the permaweld product?

Strongly agree agree neither agree or Disagree

16) Any suggestion would you like to give for improvements

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _




Documents

A Project Report on CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD BANGALORE