FIELD STUDY REPORT

On
“A Study on Customer Satisfaction towards HCL
Telecom Products in Lucknow”

Towards partial fulfillment of

Bachelor of Business Administration (BBA)
School of Management, Babu Banarasi Das University, Lucknow

Submitted by
Rahul Kumar
BBA 3rd Sem
Roll No- 1170671266
Session 2018-2019

School of Management

Babu Banarasi Das University

Lucknow
 DECLARATION

I hereby declare that the field work entitled of “A Study on Customer

Satisfaction towards HCL Telecom Products in Lucknow” submitted to the BABU

BANARASI DAS UNIVERSITY is a record of an original work done by me under

the guidance of Mr. Himanshu Pandey and this field study report is submitted in the

partial fulfillment of Bachelor in Business Administration.

Rahul Kumar

i|Page
 ACKNOWLEDGEMENT

This field study is a result of the hard work and sincere effort put by my hands. And I

am grateful to Mr. Sachin Singh (Company Guide) for giving me this opportunity to

do my field work in HCL, Lucknow.

I also wish to express my sincere thanks to all the customers of HCL, Lucknow, who

have directly or indirectly help me in completing my field work.

Rahul Kumar

ii | P a g e
 PREFACE

Theoretical knowledge just provides the base and it’s not sufficient to produce a good

manager that’s why practical knowledge is needed.

Therefore the field work is an essential requirement for the student of BBA. This

research project not only helps the student to utilize his skills properly learn field

realities but also provides a chance to the organization to find out talent among the

budding managers in the very beginning

iii | P a g e
 TABLE OF CONTENT

Sr. No. TOPIC PAGE NO.

1. Introduction

2. Company profile

3. Objective of the Study

4. Research Methodology

5. Data analysis and interpretation

6. Findings

7. Recommendation

8. Conclusion

9. Limitations

10. Bibliography

11. Appendix

iv | P a g e
 INTRODUCTION

Customer’s satisfaction influenced by specific product are service features and

by perceptions of quality. It is also influenced by specific service attributions,

and their perceptions. Satisfaction is consumer’s fulfillment response. It is a

judgment that a product or a service feature or the product or service itself

provides pleasurable level of consumption related fulfillment.

Customer’s satisfaction influenced by specific product are service features and

by perceptions of quality. It is also influenced by specific service attributions,

and their perceptions

The telling factor in the company’s long run fortunes will be the amount of

customer satisfaction that it managers to generate. But it doesn’t not mean the

company’s sole aim is to maximize Customer Satisfaction. If that where the

case, it should simply put out the best product and service in the world and

price is below cost. There by it would be creating substantial customer

satisfaction. But in the long run it would be also be out of business. Customer

Satisfaction like happiness bet achieved by rendering substantial forma of

assistance to others rather than by direct pursuit.

Companies that move towards adopting the market concept benefit themselves

and The society. It leads the society’s recourse to move in the direction of

social needs, there by bringing the interests of business firms and the interest of

society in to harmonious relationship. Thus the third pillory of the marketing

concept aims to achieve good profits by giving the customer genuine values in

the satisfaction.

1
 COMPANY PROFILE
About Us

HCL Infosystems is India’s pioneer IT Services, Solutions & Distribution Company

providing the choice of multi-brand global technology products and the capability of

best-in-class, business-aligned IT services and solutions. Our offerings portfolio spans

IT and System Integration services, value-added distribution of enterprise technology

and consumer mobility products By helping our clients across industries to attain and

sustain competitive business edge we aim to be Your Technology Lifecycle Partner.

Vision
Global corporation enriching lives and enabling business transformation for our

customers, with leadership in chosen technologies and markets. Be the first choice for

employees and partners, with commitment to sustainability.

Mission
We enable business transformation and enrichment of lives by delivering sustainable

world class technology products, solutions and services in our chosen markets thereby

creating superior shareholder value.

Awards & Accolades

SERVICES

 IT Service Provider of the Year- Frost & Sullivan

 Multi-Vendor Services- Ranked in Champions Quadrant (DQ Customer

Confidence Survey)

 Infra Managed Services- Ranked in Champions Quadrant (DQ Customer

Confidence Survey)

2
 OBJECTIVE OF THE STUDY

 To study Customer Satisfaction level towards the usage of HCL telecom

Products.

 To identify the sources through which the customers were aware of HCL

telecom Products

 To analyze the reasons which influence the purchase of HCL products

 To find the market share of HCL in IT products.

 To compare the use of IT products in institutes and business houses.

 To explore the unexplored potential market of HCL

3
 RESEARCH METHODOLOGY

Research Methodology is a way to systematically represent research on any problem.

It tend taken by the researcher is studying the research problem along with the logic

behind them. It tend to define the methodology for the solution of the problem that

has been undertaken for the purpose of the study .the methodology may include

publication research, interviews, surveys and other research techniques.

Research design:

Descriptive research design-it attempts to describe and explain conditions of

the present by using many subjects and questionnaire to fully describe a

phenomenon.

 Defining the Universe & sample design:

Universe: I have taken Lucknow as universe.

Sample Size: I have taken 50 individuals from Lucknow area as my sample

size for research.

Sample unit: I have taken individual as sample units.

Sample – Convenience sampling- A statistical method of drawing

representative data by selecting people because of the ease of their volunteering or

selecting units because of their availability or area access.

4
Data Collection Sources:

i) Primary sources: It provides direct or firsthand evidence about an

event, object, person or work of art.

ii) Secondary sources: It contrast with a primary source of information is

one that was created later by who did not experience first-hand or participate in the

event or conditions of research.

Data presentation techniques to be used:

 Bar graph

 Pie chart

5
 Data Analysis
1. Do you use intercom for business communication?
a) Yes b) no

Yes 42
No 8

Yes
No

After research on market it was observed that most of the government organization
using intercom for their business communication.

6
 2. What type of system do you use?
a) Analog EPABX
b) Digital EPABX
c) Hybrid EPABX
d) IP PBX

Analog EPABX 12
Digital EPABX 24
Hybrid EPABX 08
IP PBX 06

Analog EPABX
Digital EPABX
Hybrid EPABX
IP PBX

It was observed that major part of government organization used Digital EPABX and
Analog EPABX. But the market of IP PBX also exists in the market.

7
 3. How many ports do you use?
a) 0<20
b) 20-30
c) 30-40
d) 40-above
0<20 06
20-30 14
30-40 10
40-above 20

0<20
20-30
30-40
40-above

It was observed that most of the government organization have 40-above ports or
extension but at the time of research the researcher found that some organization was
using 300-above port.

8
 4. What are the facilities do you use in the system?
a) call transfer
b) call waiting
c) video/audio conferencing
d) all above

Call transfer 32
Call waiting 08
Video/audio conferencing 04
All above 06

Call transfer

Call waiting

Video/audio
conferencing
All above

It was observed that most of the organization using call transfer, call waiting facilities
in their system. Because they have no requirement for that system. But some
organizations are using advance technology because they want better service and
technology.

9
 5. Are you satisfied with the system which you are using?
a) Yes b) no

yes 32
no 18

36%

yes
no

64%

It was observed that major parts of government organization are satisfied with their
system. The region behind it that most have newly installed system or some have in
warranty period.

10
6) If not satisfied, what is the cause of your dissatisfaction?
a) Poor service
b) High maintenance
c) Poor performance
d) Unwanted features

Poor service 28
High maintenance 07
Poor performance 05
Unwanted feature 10

20%
Poor service
High maintenance
10% Poor perf ormance
56%
14% Unw anted f eature

The major part of dissatisfaction is poor service of the system. High maintenance is
also is cause of dissatisfaction. So the final result is that customer wants a good
service for their system.

11
7) What type of company is having the AMC support?
a) Regional office of the company
b) Any other local player
Regional office of the company 27
Any other local player 23

46% Regional office of the

54% company
Any other local player

Major part of customer wants AMC of regional office of the company. So that they
can get a good service in a short time.

12
8) are you facing any problem with current use product line?
a) yes b) no
Yes 14
No 36

28%

Yes
72% No

The above pie chart show that maximum part of customer are satisfied with their
system because of Extended warrenty, and sevice.

13
9) Do you need up gradation in your system?
a) yes b) no
Yes 12
No 38

24%

Yes
No

76%

It was found that only 24% customer want to chang theire system because they want
technology with good service.

14
10) What is the brand used for business communication system?
a) Ericssion
b) Tadrian Coral
c) HCL Palomino IP BX
d) Other
Ericssion 22
Tadrian 16
HCL Palomino IP PBX 05
Other 07

14%

10% Ericssion
44% Tadrian
HCL Palomino IP PBX
Other

32%

Most of the market cover by ericssion ie. Digital EPABX . but IP PBX also sastain in
the market.

15
11) What was the offer that you got when you bought your system?
a) Prices Discount
b) Extended Warranty
c) Freebies
d) Other
Prices Discount 24
Extended Warranty 18
Freebies 06
Other 02

Prices Discount
4%
12%
Extended
Warranty
48%
Freebies
36%
Other

Maximum customer wants prices discount and extended warrenty at the time of
purchasing the product. They also want a good service and freebies of the product.

16
12) The basis of buying or upgrading your communication system is….
a) Chang in Technology
b) On requirement basis
c) Sales & Promotion Offer
d) Predefined Timeframe

Chang in Technology 18
On requirement basis 28
Sales & Promotion Offer 04
Predefined Timeframe 10

17%
30%
7% Chang in Technology
On requirement basis
Sales & Promotion Offer
46%
Predefined Timeframe

Most of the government organization purchase the system when they have
requirement.but some of the organization purchase the system when technology had
been changed like poloce organization, defence and railway etc.

17
13) Where do you get the information about the latest offer?
a) Company Mailers
b) Sales Executive of Company
c) News Paper
d) Magazine

Company Mailers 20
Sales Executive of Company 25
News Paper 03
Magazine 02

4%
6% Company Mailers

40% Sales Executive of

Company
News Paper

50% Magazine

In the customer point of view they know about the latest offer through company
excutive, company mailers. Because they have full information about the project
which they have newly launch.

18
14) In what way you have to purchase your product?
a) On DGS&D Rate Contracts
b) Direct Purchasing
c) By Tender

On DGS&D Rate Contracts 31

Direct Purchasing 05
By Tender 14

28%
On DGS&D Rate Contracts
10% 62% Direct Purchasing
By Tender

Most of the customers wants to purchase their system on DGS&D rate contracts
(62% customer ). these rate are allready testd by government of india inspectiopn
team.

19
 FINDINGS
1. Individuals were not totally satisfied with the pricing of the product usually they

found it quite expensive to buy HCL telecom product.

2. A minimum number of people would also like the company to improve its range

of products as they were not satisfied with the product.

3. When asked from consumers regarding their future purchase of HCL telecom

product the majority said that they would buy HCL telecom product, while some

said a straight no and some were not sure about their future purchases.

4. Majority of the peoples are using cell connections for both work and

entertainment.

5. Consumers satisfied with the products and all other aspects would recommend the

products to their friends and family while other who were not completely satisfied

but were satisfied would slightly recommend it to other individuals and there were

consumers who were not satisfied at all would not recommend it to anyone.

6. On the basis of prices and value for money of HCL telecom product, majority of

people are highly satisfied.

20
 SUGGESTIONS AND RECOMMENDATIONS

HCL is having large number of channel partners but it is not supporting &

taking care all of them equally which results in increasing discontentment

among new channel partners because it’s not possible for company to support

all of them equally. Company should take some positive action against it.

Company executive should pay proper attention towards checking of various

components of PC and telecom before end user delivery. Otherwise it tends

towards defame of brand name in comparison to rivals.

Need to expend customer care center as the consumer base of HCL Info

systems is increasing with tremendously fast pace.

Proper attention should be paid for advertisement planning otherwise it may

lead to problem for dealer and customer as well as for company.

Company should tie up with some event management company to organize

various promotional activities like canopy, Carnival.

21
 CONCLUSION

Marketing is a very crucial activity in every business organization. Every product

produced within an industry has to be marketed otherwise it will remain as unsold

stock, which will be of no value. I have realized this fact after completion of my

summer training project. Despite of various difficulties and limitations faced during

my summer training project on the topic “A STUDY ON CUSTOMER

SATISFACTION TOWARDS HCL TELECOM PRODUCTS IN LUCKNOW” .

I have tried my level best to find out the most relevant information for the

organization to complete the assignment that was given to me. After completion of

my summer training project I have gained several experiences in the field or sales

marketing. I have got the opportunity to meet various people, which fluctuate in

different situation and time. This summer training project has given me the

opportunity to have first experience in the corporate world.

Theoretical knowledge of a person remains dormant until it is used and tested in the

practical life. The training has given to me the chance to apply my theoretical

knowledge that I have acquired in my classroom to the real business world. I have

completed my summer training project in which are involved in its successful

completion. In spite of few limitations and hindrance in the summer training project I

found that the work was a challenge and fruitful. It gives enough knowledge about the

computers market and the distribution process undertaken by an organization. This

summer training project has enabled my capability in order to manage business

effectively and in my career in future.

22
 Limitations of the study

a) In this study it is not possible to collect the opinion of all the customers

owing to personal constraints. So the assumptions are drawn on the basis

of the information given by the respondents.

b) The study needs to be completed within a specified time of one month and

in certain restricted areas. So the findings cannot be generalized for the

company as a whole.

c) This study covers only a limited. So this study will not be applicable for

those areas.

23
 BIBLIOGRAPHY
 Kothari, C.R., “Research Methodology”, New Age Publisher, Delhi 2009,

p.24,36,348

 Schiffman & Kanuk, “Consumer Behaviour” Pearson Education,Delhi

2004,p.25,85,119,251.

 Kotler Philip, “Marketing Management” Pearson Education 12th Edition 2007,

p.87, 145.

 Ramaswamy & Namakumari, “Marketing Management” Macmillan Business

Books,3rd Edition, p.153, 234,236, 605,606

 Leon G. Schiffman, Håvard Hansen, Leslie Lazar ... - 2008 - Business &

Economics - 494

INTERNET SOURCE-

 http://www.hcl.in/overview.asp

 http://www.hcl.in/history-milestones.asp

 http://en.wikipedia.org/wiki/Consumer_behaviour

 books.google.co.in/books?isbn=0273687522...

 http://en.wikipedia.org/wiki/Research_methodology

24
 QUESTIONNAIRE
Name ____________________________________

Designation ____________________________________

Address ____________________________________

Contact No. ____________________________________

1) Do you use Intercom for business communication?

a) yes b) no

2) What type of system do you use ?

a) Analog EPABX

b) Digital EPABX

c) Hybrid EPABX

d) IP PBX

3) Which type of trunk do you use?

a) Analog

b) Digital

4) How much port do you use?

a) 10-20

b) 20-30

c) 30-40

d) 40-above

25
5) What are the facilities do you use in the system?

a) Call transfer

b) Call waiting

c) Video/Audio Conferencing

d) Others

6) Are you satisfied with the system which you are using?

a) Yes

b) No

7) If not satisfied, what is the cause of your dissatisfaction?

a) Poor service

b) High maintenance

c) Poor performance

d) Unwanted features

e) Other reason

8) Do you have AMCs?

a) yes

b) no

9) What type of company is having the AMC support?

a) Regional office of the company

b) Any other local player

26
10) Are you facing any problem with current used product line?

a) yes

b) no

11) Do you need up gradation in your system?

a) yes

b) no

12) What is the brand used for business communication system?

a) Ericssion

b) Tadrian coral

c) HCL Palomino IP PBX

d) Any other

13) What was the offer that you got when you bought your system?

a) Prices discount

b) Extended warranty

c) Freebies

d) Other

14) The basis of buying or upgrading your communication system is..

a) Chang in technology

b) On requirement basis

c) Sales and Promotional offers

d) Predefined timeframes

27
15) Where do you get the information about the latest offer?

a) News paper

b) Magazine

c) Television & Radio

d) Other

Thanks for filling up the questionnaire and for your valuable time.

Have a great day !!!

28