A STUDY PROJECT REPORT ON Consumer Behavior of HMT machine Tools Ltd. Submitted in partial fulfillment for the Award of degree of Master of Business Administration Submitted By: - Submitted To:- Rajesh Kumar Sharma Miss Yamini Gupta MBA II YEAR, MIMT, Kota Lecturer, MIMT, Kota 2007-2009 MODI INSTITUTE OF MANAGEMENT & TECHNOLOGY, KOTA 1
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A
STUDY PROJECT REPORT
ON
Consumer Behavior
of HMT machine Tools Ltd.
Submitted in partial fulfillment for the
Award of degree of
Master of Business Administration
Submitted By: - Submitted To:-
Rajesh Kumar Sharma Miss Yamini Gupta
MBA II YEAR, MIMT, Kota Lecturer, MIMT, Kota
2007-2009
MODI INSTITUTE OF MANAGEMENT & TECHNOLOGY, KOTA
Modi Education Complex, Dadabari, Kota – 324009
Tel No. : 91-744-2504169, 2505421, Fax: 91-744-2391072
Web: http//www.modieducationkota.org
1
PREFACE
Theoretical knowledge without practical knowledge is of little value. In order to achieve
concrete and positive result along with theoretical concept the exposure of real life situation
existing in corporate is very much needed.
To fulfill this need the management course has a provision for the practical study program. I
thank my institute to provide us such opportunity having training period in our course so that
students can have real felling of industrial life.
My project study is based on Studying the Consumer Behavior of HMT machine Tools Ltd.
The objective of my study is to know the Consumer Preferences, its Loyalty towards the
company, to know the market awareness of consumers.
It was my fortune to get training in very healthy atmosphere. I got ample opportunity to views
the overall working of the evaluation of marketing program of HMT Machine Tools Ltd.
In the coming pages an attempt has been made to present a comprehensive report concerning
different aspects of Consumers Behavior.
2
Acknowledgement
I am extremely grateful to the management of HMT Machine Tools Ltd. for giving me an
opportunity to pursue study at the company.
Which else Company could have given me the better knowledge than the leading Machine
Tool Company in the Nation.
It was really a great valuable period for me. First of all I would like to express my gratitude
towards to Miss Yamini Gupta who helped me a lot in completion of my study.
He was there to support me whenever I needed help at every point of my study. At the outset, I
would take this excellent opportunity to render my sincere gratitude to Mr. Naveen Dhingra
Manager Marketing Devision. It is because of his kind assistance that I was able to complete
this project successfully.
Last but not least I am grateful to all other members of the HMT family who guided me and
provided me all the necessary resources to complete my study without any difficulty and made
my Industrial study an experience memorable and success.
(Rajesh Kumar Sharma)
3
CONTENT
Chapter-1: Company Profile
Chapter-2: Project Profile
Chapter-3: Research Methodology
Chapter-4: Limitations
Chapter-5: Suggestions
Chapter-6: SWOT Analysis
Chapter-7: Conclusions
Chapter-8: Findings and Analysis
Appendix
Bibliography
Schedule
Forms of performance appraisal
4
Chapter-1:
Company Profile
5
Profile
Hindustan Machine Tools
Hindustan Machine Tools is a public sector undertaking of the Government of India. In 1953,
the latter incorporated the machine tool manufacturing company by the name of Hindustan
Machine Tools Limited.
HMT as a brand is popular among the masses as a premium watch making company.
However, since its very inception, HMT Limited is into a lot of other things as well.
Over the years HMT, (as Hindustan Machine Tools is popularly known) has diversified into
watches, tractors , printing machinery, metal forming presses, die casting & plastic processing
machinery, CNC systems and bearings.
HMT has also been successful in absorbing technology in all product groups by collaborating
with recognized manufacturers from all over the world.
Moreover, Hindustan Machine Tools has also evolved through continuous in-house Research
and Development (R & D). Today,
HMT has six subsidiary companies under its supervision namely:
HMT Machine Tools Limited
HMT Watches Limited
HMT Chinar Watches Limited
HMT International Limited
HMT Bearings Limited
Praga Tools Limited As a holding company, HMT Ltd. manages the tractors business
directly and entirely as it does with the 1st four companies of the following list. In case of the
last two, HMT enjoys a holding percentage of 97.25 and 51 respectively.
6
Besides, Hindustan Machine Tools Limited has 18 manufacturing units. HMT’s tractor business
commenced its operations in 1971 in technical collaboration with M/s Motokov of
Czechoslovakia. HMT started the operation with the manufacture of 25 horse-power tractor at
the manufacturing plant in Pinjore,Haryana.
HMT Limited, the pioneer in Machine Tools Industry in India and manufacturers of a
diversified range of products has incorporated “HMT MACHINE TOOLS LIMITED” as its
fully owned subsidiary on 9th August 1999 .
“HMT MACHINE TOOLS LIMITED” (HMT-MTL) is a Multi unit, Multi location, Multi
technology Company manufacturing a wide variety of “STATE-OF-THE-ART” Machine
Tools.
HMT-MTL has its manufacturing units at Five locations with each unit specialized in a
particular family of Machines. The Sales and Service network is spread across the length
and breadth of the country.
As leading manufacturer of Machine Tools in India HMT-MTL provides
The best of products in terms of technology, productivity and cost effectiveness
Comprehensive Customer Support services including Application Engineering,
Customer Training and After sales service.
7
HMT Machine Tools Ltd.
Today, HMT’s machine tool expertise has been developed to such an extent that HMT
Machine Tools Ltd. can design & develop any kind of machine, from simple lathes to multi
station transfer lines, from stand alone CNC machines to flexible manufacturing systems,
leading to factory automation. HMT’s broad range of machine tools covers General Purpose
Machines and CNC Machines to meet the application needs of every engineering industry.
Pioneering the concept of CNC technology in India, HMT has the distinction of being the very
first company to successfully manufacture its own CNC systems, in association with Siemens
of Germany.
Today, HMT is well positioned at forefront of the precision engineering field. Its manufacturing
plant employs a high skilled work force. Strongly supported by excellent in house R&D base,
HMT contributes to the technological advancement of Machine tools. To date, over 80,000
machine tools on par with international standards in quality and performance, manufactured by
HMT, are in use all over India. HMT is the largest unit in the industry with around 40% market
share. It employees over 4236 workers in total.
HMT have its manufacturing units at five locations with each unit specializing in a particular
family of machines/services. The Sales and Service network is spread across the length and
Before getting into the details of Consumer Behavior we need to understand some basic
terminologies. In general terms both ‘Consumer’ and ‘Customer’ are considered the same but
they are quite different.
Customer:
The term is used to refer to someone who regularly purchases from a particular store or
company. Mahatma Gandhi has made a visionary and deep meaningful statement at
Johannesburg, South Africa in 1890, “A customer is the most important visitors on our
premises. He is not dependent on us. We are dependent on him. He is not an interruption
on our work. He is the purpose of it. We are not doing him a favour by serving him. He is
doing us a favour by giving us the opportunity to do so”.
Traditionally the word ‘Customer’ was used to define people whom the organization dealt
with externally. Though the word ‘Customer’ is used as a single unit purchases could
be made both by the individual and the group’.
Consumer:
The traditional view point has been to define consumer strictly in terms of economic goods
and services.
This position holds the consumers are potential purchasers of product and services offered
for sale. The view has been broadened overtime so that at least some scholars now do not
consider a monetary exchange to the definition of consumers. This change implies that
potential adopters of free services or even philosophies or ideas can also be encompassed
by the definition.
So ultimately Consumers are those individuals who purchase for the purpose of individual
or household consumption.
58
OR
The individual who consumes or uses a product , which may or may not be purchased by
him. So, after getting into these terms we need to get into the details of “Consumer
Behavior”.
Consumer Behavior can be said to be the study of how individuals make decision on how
to spend their available resources (time, money, efforts) on various consumption related items.
OR
Consumer Behavior may be defined as the decision process and physical activity individuals
engage in when evaluating, acquiring, using or disposing of goods or services.
The Consumer Behaviour research goes far beyond the facts of consumer preferences and
encompasses all of the behaviours that consumers display in searching for purchasing, using,
evaluating and disposing of products and services that they expect would satisfy their need.
The detailed study of Consumer Behaviour or Consumer Preferences focuses on-
o Who Buys products or services?
o How do they buy products or services?
o Where do they buy them?
o How often do they buy them?
o When do they buy them?
o Why do they buy them?
o How often do they use them?
These questions will help in understanding the factors that influence the decision making
process of the consumers. It generally assumed that consumer decision making is based on
limited information that the consumer has.
59
CONSUMER DECISION MAKING
It refers to the set of activities that would lead an individual to perform some specified tasks. In
case of consumer preferences it would refer to the set of factors that make an individual prefer
one product over another.
The preference for the products mainly lies in the answer of the following important questions-
How well the product suits the consumer?
Till what extent it satisfies the needs of the consumers and what are the
shortcomings?
Does the product suit the budget/purchasing power of the consumer?
How readily and easily the product is available in the market?
POST PURCHASE BEHAVIOUR:
The output portion of the Consumer Behaviour model states that the consumer evaluates the
various brands of the products he is interested in buying and then chooses a specified brand.
The purchase can be –
Repeated Purchase i.e. buying the same product again.
Trail i.e. going for the new product just because the earlier similar product was not
satisfying or because the consumer likes to try new product.
LITERATURE REVIEW60
Once the research problem is formulated, the researcher undertakes an extensive literature
survey. The literature survey conducted here includes the academic books and websites from
internet.
The research to be conducted was “To study the Customer Behavior of HMT Machine
Tools and its Comparison with others”
The inspiration to conduct this particular research was from David L. Loudon & Albert J.
Della Bitta, Consumer Behavior Concepts and Application19. There are various brands of
different machines available in India and the individuals prefer different ones according to their
choice and needs. The details about the different machines have been collected from websites
like www.imtma.com and http://en.wikipedia.org/wiki/machinetools.
61
MODEL OF BUYING BEHAVIOUR
MARKETING STIMULI OTHER STIMULI BUYER’S
CHARACTERICTS
BUYER’S DECISION
PROCESS
PRODUCT
PRICE
PLACE
PROMOTION
PHYSICAL
DISTRIBUTION
ECONOMIC
TECHNOLOGICAL
POLITICAL
CULTURAL
CULRURAL
SOCIAL
PERSONAL
PHYCHOLOGICAL
PROBLEM
RECOGONITIO
N
INFORMATION
RESEARCH
EVALUATION
OF
ALTERNATIVES
PURCHASE
DECISION
POST
PURCHASE
BEHAVIOUR
CONSUMER DECISION MAKING PROCESS
62
Understanding consumer behavior and ‘knowing customers’ is never simple. Customers may
say one thing but do not say another. They may not be in touch with their deeper motivations.
They may respond to influences that change their mind at the last minute………..According to
ALBERTO CULVER PHILOSOPHY
Business organizations do not only sell. They also buy vast quantities of raw materials,
manufactured components, plant & equipment, supplies & business services. Seller needs to
understand these organization’s needs, resources, policies & buying procedures.
There are several research designs5 and researcher must decide in advance of collection and
analysis of data as to which design would prove to be more appropriate for his research
project. He must give due weight to various points such as the type of universe and its nature,
objectives of his study, the resource list or the sampling frame, desired standard of accuracy
and the like when taking a decision in respect of design for his research project.
The research has tried to cover almost every area of the research topic and has gained an
insight of the Customer’s Satisfaction of HMT Machines Tools Ltd. and its competition with
others.
PROBLEM
RECOGONITION
POST PURCHASE
DECISION
PURCHASE
DECISION
INFORMATION
RESEARCHEVSLUATION OF
ALTERNATIVES
63
Chapter-3:
RESEARCH METHODOLGY
Research in common parlance refers to search for knowledge. It can also be defined as a
scientific and systematic search for information on a specific topic. According to OXFORD 64
Dictionary: “Research is a careful investigation or inquiry especially through search of
new facts”.
Research Methodology in a way is a written game plan for conducting research. Research
methodology may have dimensions. It includes research methods and also considers the logic
behind the methods used in the context of the study. It may also be understood as the science
of the study and minimizes the degree of uncertainty of making wrong choices. It helps to
understand assumptions underlying various techniques and the criteria by which they can
decide that certain techniques will be applicable to certain problems and others will not.
Therefore in order to solve a research problem it is necessary to design a research
methodology for the easy and accurate solution of the problem.
SAMPLING AND SAMPLE DESIGN
SAMPLING:
65
Sampling can be defined as the selection of some part of an aggregate or totality on the
basis of which a judgment or inference about the aggregate or totality is made. In other words
it is the process of obtaining information about an entire population by examining only a part of
it. The process of sampling is used for various reasons-
Sampling saves time and money. It is usually less expensive and produces results at
faster speed.
It provides more accurate information.
It enables to estimate the sampling errors and thus assists in obtaining information
concerning characteristics of population.
It also enables greater speed of collection of data.
The ultimate test of sample design is how well it represents the characteristics of the
population it purports to represent. In measurement terms the sample must be valid which
depends upon –
Accuracy – It is the degree to which biasness is absent from the sample.
Precision – It represents how well the sample represents the population in all
respect.
SAMPLE DESIGN:
A sample design is a definite plan for obtaining a sample from the sampling frame. It refers to
the technique or the procedure that is adopted in selecting the sampling units from which
66
inferences about the population is drawn. Sampling design is determined before the collection
of the data.
Several decisions have to be taken in context to the decision about the appropriate sample
selection so that accurate data is obtained and efficient results are drawn.
Following questions have to be considered while sampling design-
What is the relevant population?
What is the parameter of interest?
What is the sampling frame?
What is the type of sample?
What sample size is needed?
How much will it cost?
SAMPLE SIZE:
67
It indicates the number of individual who would be surveyed. Here the sample size is 100
respondents but the evaluation is being on the data obtained from 80 individuals as the
remaining questionnaires were not completely filled.
SAMPLING:
In this case Extensive Sampling would be used.
68
DATA COLLECTION
After defining the problem and deciding about the sample and its size we need to collect data
to further carry out our report work. The gathering of data may range from a simple observation
at one location to a grandiose survey of multinational corporations at sites in different parts of
the world. The method collected will largely determine how the data is collected. The main
methods of data collection adopted here are –
Primary Data Collection:
This methodology is used for the proximity to the truth and control over errors. These cautions
remind us to use care in designing data collection procedures and generalizing form results.
There are several methods of primary data collection like Observation Method, Interview
Method, Schedules, and Questionnaires and so on. The method used by me is
Questionnaire.
It is considered as the heart of survey operations and therefore should be very carefully
constructed. It consists of a number of questions printed or typed in a definite order which is
filled by the respondents on their own. A good questionnaire should be comparatively short
and simple and the sequence shall be from easy the difficult ones.
Questionnaires have many positive features like -
They are economical.
They are free form the biasness of the interviewers.
Respondents have adequate time to give well thought to their answers.
Respondents can be reached conveniently.
Large samples can be used and therefore the results are more dependable.
Before using this method “PILOT SURVEY” was conducted by me.
69
PILOT SURVEY-
It is the replica or rehearsal of the main research or survey and is carried out to find out the
weaknesses of the questionnaire and the survey techniques. Experience gained in this way
would lead to the improvement in the study. My pilot survey was conducted on 10 respondents
and I found the results quite satisfactory and therefore went forward with the same
methodology of the study adopted.
SECONDARY DATA COLLECTION:
Secondary data means that data that are already available i.e. refers to data which has
already been collected and analyzed by someone else. The sources used in this case are-
Magazines.
Journals.
Websites.
Company profile.
70
Chapter – 4:
LIMITATIONS
71
Various hindrances occurred while carrying out the research. They have
acted as limitation of the study and a few of them are:-
1. The time period for carrying out the research was short as a result of which many
facts
have been left unexplored.
2. The area for study which is quite a large area to judge out the consumer preferences
for the various Machine Tools Companies.
3. The market is not well flourished and because of which many good brands are not
available.
4. Consumers were not aware about various brands available.
5. Only 100 respondents have been chosen which is a small number to represent the
whole of the population.
6. While collection of the data many consumers were unwilling to fill the questionnaire.
7. Many of the respondents did not fill the questionnaire completely because of which
the
sample size got reduced to 80.
8. Research gets bound as we have to give liter tests along with study.
9. Method of sampling is chosen which seems not to be appropriate.
10.No stipend provided by the company for this research work. so it was difficult for me to
bear the expenses, in order to deliver my 100%.
11.As machines being an industrial product I didn’t find many respondents who would
answer to me due to their busy schedule.
72
Chapter – 5:
DATA ANALYSIS
&
INTERPRETATION
73
1. Does u have any CNC machine?
Interpretation
This was a straight forward question the answer to it was that about 67% of the
respondents had CNC machine and the rest are still using GPM machines.
Most of the companies have adopted the new technology but the remaining who are not
using CNC machines may is due to the high prices of this type of machines.
74
2. Are you aware of all the Major Market Players of Machine Tools?
Interpretation
Customers in particular area seems to be having good knowledge about all
machines. They are very much aware about most of the companies.
HMT and BFW are more familiar among the customers as compared to other
companies like BOTALIBOI, LMW.
About 90%of customers were aware of BOTALIBOI, 86.33% each of LMW and
others.
All of the customers were aware about HMT.
75
3. Which Brand/Companies Machine does u own?
Interpretation
Out of samples surveyed, 59% were responding for HMT.
18% customers were having BFW Machines.
9%were having Botaliboi.
8%were having Germany made Machines.
5% person had the low quality Chinese Machines.
76
4. For how long does u have that Machine?
Interpretation
On this question the response came out to be that 21% of the respondents were
having CNC machine for the past 1-2 year only.
23% were having it from the last 2-3 year,13% had it from 3-4 year.
10% had it from 4-5 year and the well established companies had it before the
last 5 years.
77
5. Does price bothers you before purchasing any Machine?
Interpretation
Most of the people about 50% of the people said yes Price bothers them before
purchasing any machine , cause the cost of mostly all the CNC machines is so
high that people have to think before buying it.
34% of the respondents said no price don’t bother them because they want just
the best at any price.
17% replied that in some cases price is a major factor for them.
78
6. Which is the most important factor to you before purchasing any machine?
Interpretation
From the survey it is clear that price is the most important factor before
purchasing any machine, about 38% of the respondent said this.
12% said life of the machine is most important for them.
Maintenance cost and After Sales Services had similar response about 12% and
10% respectively.
Performance of the machine was also rated high, it was about 28%.
79
7. Which factor is most influencing to you to purchase the Machine?
Interpretation
Brand Image is given importance before making the purchase decision as 39% of
the respondents replied.
Price again as analyzed earlier is the most important factor for making purchase
decision, 42% respondents replied that price is the most influencing factor for
them.
After Sales service was influencing for 6% respondents.
Life of machine was rated high by 11% respondents.
And other Factors like Handling, Size etc. influenced 6% of our respondents.
80
8. Who influences you more in buying decisions of CNC Machines?
Interpretation
Most of the respondents are in machine tools industry from a long time, so they
themselves are aware of what to buy; about 30% respondents said they
themselves make the purchase decision.
The engineers are the persons who are responsible for the effective production,
37% of the buyers are influenced by their Engineers for making purchase
decision.
Past experience of the machine counts a lot 29% of the respondents are
influenced by that.
Other factors were rated just 4%.
81
9. What impact has price got on the purchase of CNC Machine?
Interpretation
Price has a very high influence on 36% of the respondents.
49% of the respondents were highly influenced.
25% were having a medium impact, where as 8% were very less influenced by
the price of the machine.
82
10. From where does u come to know about the latest Machines and technology?
Interpretation
Exhibitions and Trade fares are the major source of consumer’s knowledge,
through these they come to know about various new machines and
technology.34% and 43% is the response to exhibitions and trade fares
respectively.
Through the Word of Mouth 13% of the respondents come to know about new
machines.
Magazines and Newspaper are the source of information for 10% of the
respondents.
83
11. Are you satisfied with the after sales services of your CNC Machine?
Interpretation
On this question the answer as Fully Satisfied people is very less it is about 8%.
The number of Satisfied persons is high it is about 44%, which is the highest
percentage, means most of the people are satisfied with the after sales services
provided.
Percentage of Neutral people is 27%, whereas dissatisfied respondents are 21%.
84
12. Are you satisfied with its overall performance of your Machine?
Interpretation
Fully Satisfied people in any case are found very difficultly, so is the case here
the number of Fully Satisfied respondents are just 10%.
Satisfied numbers of respondents are more about 46% of the respondents are
satisfied with the performance of their Machine.
Neutral and Dissatisfied respondent are 25% and 19% respectively.
13. According to you which company gives most benefits to customers?85
Interpretation
The response to this question is not in favor of HMT, as persons in favor of HMT
are just 25%.
BFW the biggest competitor of HMT is the company which provides most
benefits to its customers, 40% of the respondents gives this evident.
BOTLIBOI is also above HMT in providing benefits to its customers 30% of the
respondents are in favor.
LMW is the company which provides least benefits to its customers just 5% of
the respondents voted for it.
86
14. Next time which brand of CNC Machine you would like to purchase if you have to purchase another CNC Machine?
Interpretation
This question was asked to check the Brand loyalty of the respondents and their thinking about HMT Machines. The response to it was very good as 63% of the respondents said they will buy HMT machines.
15% of the respondents said they will go for BFW. BOTLIBOI 10% and LMW 8%. 4% of the people said they will buy Chinese machines or will buy second hand
machine of any company as due to high cost.
87
Chapter – 6:
Facts and Findings
88
Facts and Findings
From the survey we can find out that mostly the Machines are purchased by Large
scale industry people.
In Machine Tools industry the preference is given mainly to Price of Machine then to
any other factor.
That the people who are HMT customer are Loyal to it. But we should work to add
more and more customers.
Customers come to know about latest machines and technology through Exhibitions
and Trade fares .
That customers likes to purchase machines when offered discounts and other attractive
schemes.
Performance of Machine , After Sales Services play a important part in improving sales.
So, HMT should work on that.
89
Chapter – 7:
SWOT ANALYSIS
90
SWOT ANALYSIS
STRENGTHS
HMT brand Value.
Extensive dealership and service network.
Fully integrated plant in Pinjore.
Support of HMT in terms of deploying latest manufacturing technology, providing engineering solution and maintenance back up for trouble-free running of tractors.
Wide product range.
HMT has experienced staff.
It has adequate infrastructure, qualified manpower, office space and computer network to support its activities.
As a Govt. concern, it enjoys the full support of Govt.
Efficiency of HMT Tractors and Machines is better then other competitors.
Its brand has been well accepted in the market.
WEAKNESSES
Turnover mainly coming from single product Tractor division.
Morale of employees is not high.
Present market share other then in machine tool is very less.
Less usage of media for marketing.
Product-image among customer is not good.
Old plant requires substantial modernization
Financial health of company is poor.
Since it is a Govt. enterprise, so change in Govt. policies may affect the profitability.
91
OPPRTUNITIES
It is the biggest plant (in terms of area) among India’s manufacturers of Tractors.
Availability of cheap and liberal finance to consumers.
Multipurpose machines will offer new market for the company.
Free service camps are organized for the customer satisfaction.
It has huge network of dealership all over the country.
Provides good after sales services.
Continuous growth in Tractor Industry in the Country.
THREATS
Being a govt. undertaking its business may be affected due to change in govt. policy.
Competition from other manufacture of transport vehicle.
Not a good image of company among consumers.
Slow down of expected demand of some of its products.
Increased completion from domestic market as well as from international market.
Lack of dealership in some cities.
92
Chapter – 8:
SUGGESTIONS
93
SUGGESTIONS FOR THE COMPANY
HMT should participate in more and more Exhibitions and Trade Fairs for the promotion
of their product.
It should provide discounts to the customers like the other competitors.
It should provide attractive credit policy, so as to attract even small scale producers.
Concessions on Transportation and things like free Transit Insurance would attract
more customers .
No purchase should be made till the old stock is disposed off.
Company should take serious actions on the complaints of the buyers so that they are
fully satisfied and quality can be improved
Worker participation in management should be encouraged. Company should give
autonomy to the employees so that they can take there own decision.
94
Chapter – 9:
CONCLUSION
95
CONCLUSION
In the last, I would like to say that the market position of HMT is not so good. As the
company started 55 years back, it is competeting with new companies and holds largest
share of the Indian market which still it is running in losses it shows poor performance of
HMT workers and Management .
But the company has to do something extra to bring good image in the minds of
customers. Not only for new customer but for old customer also However according to
the survey the Machines are good.
however Machines are not performing bad in the market but to get a good position in
the market it has to give some extra ordinary performance The new HMT Machines are
performing well but due to its image of high price machine it will take some to get a
place in customer mind .Consumer service should be increased so more customer can
be attracted.
Instead of opening more dealerships the company should work on providing better after
sales services. It needs good publicity and marketing activities at the moment the only
need to run things in a proper and arranged manner which would increase the sale in a
positive manner.
96
Chapter – 10:
APPENDIX
Consumer Survey Form
97
I am undergoing summer training and this training is being conducted in lieu of partial
fulfillment of 3rd semester for the degree of MBA and means no business.
Personnel Information:
Name:
Age:
Place:
1. Do u have any CNC machine?
Yes
No
2. Are you aware of all the Major Market Players of Machine Tools?
Yes
No
3. Which Brand/Companies Machine do u own?
HMT
BFW
BATLIBOI
GERMAN MACHINE
CHINESE MACHINE
4. For how long does u have that Machine?
1-2 yrs
98
2-3 yrs
3-4 yrs
4-5 yrs
>5 yrs
5. Does price bothers you before purchasing any Machine?
Yes
No
In some cases
6. Which factor influence you the most to purchase the Machine?
Brand Image
Price
After Sales service
Life period of Machine
Any other
7. Who influences you more in buying decisions of CNC Machines?
Self
Engineers
Past experience of Machine
Other
8. What impact has price got on the purchase of CNC Machine?
99
Very High
High
Medium
Less
9. From where does u come to know about the latest Machines and technology?
Exhibitions
Trade fares
Word of mouth
Any other means
10. Are you satisfied with the after sales services of your CNC Machine?
Fully Satisfied
Satisfied
Neutral
Dissatisfied
11.Are you satisfied with its overall performance Of your Machine?
Fully Satisfied
Satisfied
100
Neutral
Dissatisfied
12.According to you which company gives most benefits to customers?
HMT
BFW
BOTLIBOI
LMW
13.Next time which brand of CNC Machine you would like to purchase if you have
to purchase another CNC Machine?
HMT
BFW
BOTLIBOI
LMW
ANY OTHER
101
Chapter – 10:
BIBLIOGRAPHY
102
BIBLIOGRAPHY
Books and Journals:
Marketing Management: C.N. SONTAKKI
Kotler , Principles of Marketing
Kothari C.R., Research Methodology Methods and Techniques (Second Edition)