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CHAPTER 4
ANALYSIS AND INTERPRETATION
The purpose of the data analysis and interpretation phase is to transform the datacollected into credible evidence about the development of the intervention and its
performance. Data analysis includes the systematic organizing of the data and its
presentation in a form that readers of the project can understand. It also includes the
interpretation of the data to identify the importance ideas or new bits of knowledge that
they reveal.
Reviewing the data analysis, interpretation clarifies how relationships between
variables might work. The researcher will need to choose the methods best suited to thedata you have collected, and will need to be able to justify your choice of methods.
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Table 4.1 showing the type of Eureka Forbs product used by customers
Source: Primary Data
Chart 4.1 showing the type of Eureka Forbs product used by customers.
Interpretation
58% of the respondents suggest that they are using the water purifier and around
42% of them are users of vacuum cleaner.
58
42
0
10
20
30
40
50
60
70
Water purifier Vacuum cleaner
Opinion of Respondents No of Respondents Percentage
Water purifier 58 58
Vacuum cleaner 42 42
Total 100 100
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Table 4.2 showing the suggestion of respondents regarding how they come to know
about Eureka Forbs
Factors X Y D (X-Y) D
Internet 1 2 -1 1
Advertisement 2 1 1 1
News paper 3 3 0 0
Monthly publicity 4 5 -1 1
Television 5 4 1 1
Source: Primary Data
R = 1- 6D2
= 1- 64
N3-N
= 1-24 = 0.8
Chart 4.2 showing the suggestion of respondents regarding how they come to know
about Eureka Forbs
Interpretation
From the above table it has been analyzed that the respondents has rank
advertisement at the top position as the factor which help them to know about the
company. Followed by internet, News Paper, Television, Monthly publicity respectively.
0
0.5
1
1.5
2
2.5
3
3.54
4.5
Internet Advertisment News paper Monthly publicity
Rank
120
120
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Table 4.3 showing the number of years for which they are the customers of Eureka
forbs
Opinion of Respondents No of Respondents Percentage
Less than 1 month 8 8%
2-6 months 15 15%
6-12months 14 14%
More than 1 year 63 63%
Total 100 100
Source: Primary Data
Chart 4.3 showing the number of years for which they are the customers of Eureka
forbs
Interpretation
About 15% of the respondents were the customers of this company for 2-6 month
and 63% of respondents were customers for more than 1 year. Thereby majority of the
respondents are the customers of the company from the period of more than 1 year.
8%15% 14%
63%
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
Less than 1
month
2-6 months 6-12months More than 1 year
Percentage
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Table 4.4 showing the satisfaction level of respondents regarding the order delivery
& services provided by the Eureka Forbs
Opinion of Respondents No of Respondents Percentage
Highly satisfied 21 21%
Satisfied 65 65%
Dissatisfied 10 10%
Highly dissatisfied 4 4%
Total 100 100
Source: Primary Data
Chart 4.4 showing the satisfaction level of respondents regarding the order delivery
& services provided by the Eureka Forbs
Interpretation
Majority of the respondents [65%] are satisfied with the delivery services
provided by the Eureka forbs. Around 21% of them are highly satisfied but still an
average of 14% of them is dissatisfied.
21
65
10
4
0
10
20
30
40
50
60
70
Highly
satisfied
Satisfied Dissatisfied Highly
dissatisfied
Percentage
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Table 4.5 showing the satisfaction level of customers with the price of Eureka Forbs
products
Opinion of Respondents No of Respondents Percentage
Highly Satisfied 28 28%
Satisfied 67 67%
Dissatisfied 5 5%
Highly Dissatisfied - -
Total 100 100
Source: Primary Data
Chart 4.5 showing the satisfaction level of customers with the price of Eureka Forbs
products
Interpretation
Almost all the respondents [around 95%] are satisfied with the pricing system of
the Eureka forbs only 5% of them are dissatisfied with the pricing system of the
company.
28
67
5
00
10
20
30
40
50
60
70
80
Highly satisfied Satisfied Dissatisfied Highly
dissatisfied
Percentage
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Table 4.6 showing the extent to which respondents agree that the company exchange
information with them frequently
Opinion of Respondents No of Respondents Percentage
Strongly Agree 15 15
Agree 60 60
Neutral 10 10
Disagree 10 10
Strongly Disagree 5 5
Total 100 100
Source: Primary Data
Chart 4.6 showing the extent to which respondents agree that the company
exchange information with them frequently
Interpretation
75% of respondents agree that the company used to exchange information with
them but around 15% of the respondents disagree with the same and around 10% of them
give neutral suggestions.
15%
60%
10% 10%
5%
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
Strongly Agree Agree Neutral Disagree Strongly
disagree
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Table 4.7 showing the method by which the customers interact with the firm
Opinion of Respondents No of Respondents Percentage
Direct Interaction 20 20%
Phone calls 75 75%
Internet/ e-mail 5 5
Others - -
Total 100 100
Source: Primary Data
Chart 4.7 showing the method by which the customers interact with the firm
Interpretation
In the above table 75% of the respondents prefer the interaction through telephone
and 20% prefer direct interaction and only 5% interact through e-mail. Hence majority of
the customers prefer through telephones.
20.00
75.00
5.000%
0.00
10.00
20.00
30.00
40.00
50.00
60.00
70.00
80.00
Direct Interaction Phone calls Internet/ e-mail Others
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Table 4.8 showing the extent to which company inform about the new service or
facilities to the customers
Opinion of Respondents No of Respondents Percentage
Always 75 75
Never 17 17
Sometime 8 8
Total 100 100
Source: Primary Data
Chart 4.8 showing the extent to which company inform about the new service or
facilities to the customers
Interpretation
75% of the respondents suggest that company used to provide information
regarding new services and facilities but around 17% of them oppose this statement.
75%
17%
8%
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
Always Never Sometime
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Table 4.9 showing the suggestion of respondents on, weather the company provides
price reduction or offers during festival seasons
Opinion of Respondents No of Respondents Percentage
Yes 69 69
No 31 31
Total 100 100
Source: Primary Data
Chart 4.9 showing the suggestion of respondents on, weather the company provides
price reduction or offers during festival seasons
Interpretation
Around 69% of the respondents suggest that the company provides price
reduction and offers during the festival season but about 31% of them disagree with the
same.
69%
31%
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
Yes No
Percentage
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Table 4.10 showing the suggestion of respondents regarding whether the company
used to forward Festival wishes
Opinion of Respondents No of Respondents Percentage
Yes 69 69
No 31 31
Total 100 100
Source: Primary Data
Interpretation
In the above table, it has been inferred that around 83% of the respondents agree
that company used to give festival wishes. 17% of the respondents disagree with the
above statement.
83%
17%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Yes No
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Table 4.11 showing the method selected by the company to make festival wishes
Opinion of Respondents No of Respondents Percentage
Direct 6 6%
Phone calls 55 55%
E-mail 20 20%
Greeting cards 19 19%
Total 100 100
Source: Primary Data
Chart 4.11 showing the method selected by the company to make festival wishes
Interpretation
In the above table 55% of the respondents suggest that the company uses phone
call method to give festival wishes and 20% suggest it as E-mail and 19% as greeting
cards. Hence most effective method is considered as Phone calls method.
6%
55%
20%
19%
0%
10%
20%
30%
40%
50%
60%
Direct Phone calls E-mail Greeting cards
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Table 4.12 showing the extent to which respondents agree that the company respond
on their complaints
Opinion of Respondents No of Respondents Percentage
Always 100 100
Never - -
Sometime - -
Total 100 100
Source: Primary Data
Chart 4.12 showing the extent to which respondents agree that the company
respond on their complaints
Interpretation
From the above table, we can find that all the respondents agree that the company
used to respond on their complaints.
100%
0
0.2
0.4
0.6
0.8
1
1.2
Always Never Sometime
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Table 4.13 the method through which customers place complaints to the company
Opinion of Respondents No of Respondents Percentage
Direct 24 24%
Phone calls 64 64%
E-mail 12 12%
Postal - -
Total 100 100
Source: Primary Data
Chart 4.13 showing the method through which customers place complaints to the
company
Interpretation
64% of the respondents place their complaints through phone calls and 24% of the
respondents place their complaints directly and only 8% place through E-mails. Majority
of the respondents place complaints through phone call.
24%
64%
12%
00
0.1
0.2
0.3
0.4
0.5
0.6
0.7
Direct Phone calls E-mail Postal
Percentage
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Table 4.14 showing the time required by the company to clear customer complaints
Opinion of Respondents No of Respondents Percentage
Within one day 22 22
One week 60 60
One month 18 18
Total 100 100
Source: Primary Data
Chart 4.14 showing the time required by the company to clear customer complaints
Interpretation
60% of respondents says that the company takes one week to clear complaints and
22% says that the company takes only one day to clear complaints and 18% says that
company take one month to clear complaints. So majority of the respondents says that the
company clears all complaints in one week.
22%
60%
18%
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
Within one day One week One month
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Table 4.15 showing the extent to which firm shows a sincere interest in solving
customers problems
Opinion of Respondents No of Respondents Percentage
Always 100 100%
Never - -
Sometime - -
Total 100 100
Source: Primary Data
Chart 4.15 showing the extent to which firm shows a sincere interest in solving
customers problems
Interpretation
From the above table 100% of respondents say that the company shows sincere
interest in solving customer problems.
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
Always Never Sometime
Percentage
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Table 4.16 the satisfaction level of respondents with the firms services
Opinion of Respondents No of Respondents Percentage
Highly Satisfied 32 32
Satisfied 52 52
Dissatisfied 16 16
Highly Dissatisfied - -
Total 100 100
Source: Primary Data
Chart 4.16 the satisfaction level of respondents with the firms services
Interpretation
In the above table, about 32%of the respondents are highly satisfied and 52% of
them were satisfied and 16% of respondents are dissatisfied with the service provided by
the company. So majority of the respondents are satisfied with the service provided by
the firm.
32
52
16
00
10
20
30
40
50
60
Highly satisfied Satisfied Dissatisfied Highly
dissatisfied
Percentage
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Table 4.17 showing the suggestion of respondents regarding, whether they are
satisfied with the existing Communication system
Opinion of Respondents No of Respondents Percentage
Yes 88 88%
No 12 12%
Total 100 100
Source: Primary Data
Chart 4.17 showing the suggestion of respondents regarding, whether they are
satisfied with the existing Communication system
Interpretation
From the above table, we can say that 88% of the respondents are satisfied and
12% of the respondents are dissatisfied so majority of the respondents are satisfied with
the existing system of the company.
Yes, 88%
No, 12%
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
Yes No
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Table 4.18 showing votes given by the respondents for the different methods adopted
by the Company which is suitable for maintaining relation with the firm
Opinion X Y D D
Direct 1 1 0 0
Phone calls 2 2 0 0
E-mail 3 3 0 0
Postal 4 5 1 1
Others 5 4 1 1
Source: Primary Data
R = 1- 6D2
= 1- 62
N3-N
= 1- 12 = 0.9
Chart 4.18 showing votes given by the respondents for the different methods adopted
by the Company which is suitable for maintaining relation with the firm
Interpretation
From the table it has been analyzed that the respondents give 1st
rank to the direct
interaction factor, second rank to the phone calls followed by e- mail and postal
respectively.
1
2
3
5
4
0
1
2
3
4
5
6
Direct Phone calls e-mail Postal Others
Y
120
120
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Table 4.19 showing the factors which motivate that respondents while purchasing
Eureka forbs Products
Factors X Y D
D
Quality 1 1 0 0
Advertisement 2 4 -2 4
Price 3 2 1 1
Health & safety 4 3 1 1
Personal Touch 5 5 0 0
Source: Primary Data
R = 1- 6D2
= 1- 66
N3-N
= 1 - 36 = 0.7
120
Chart 4.19 showing the factors which motivate that respondents while purchasing
Eureka forbs Products
Interpretation
From the table it has been inferred that the respondents give the 1st
priority to the
quality factor followed by price, health& safety, advertisement, personal touch
respectively.
1
2
3
4
5
0
1
2
3
4
5
6
Quality Adverisment Price Health & safety Personel Touch
120
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Table 4.20 showing the customers opinion bout after sale services given by the
company
Opinion of Respondents No of Respondents Percentage
Excellent 12 12%
Very good 40 40%
Good 48 48%
Poor - -
Total 100 100
Source: Primary Data
Chart 4.20 showing the customers opinion bout after sale services given by the
company
Interpretation
In the above table, about 48% of the customers suggest that the after sale service
provided by the company is good, also around 40% of them suggest it as very good and
12 % of the respondents suggest it as excellent. From this, we can assume that after sale
services are beneficial to the customers.
12
40
48
00
10
20
30
40
50
60
Excellent Very good Good Poor
Percentage
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Table 4.21 showing the performance level of Eureka Forbs products
Opinion of Respondents No of Respondents Percentage
Excellent 82 82%
Very good 18 18%
Good - -
Poor - -
Total 100 100
Source: Primary Data
Chart 4.21 showing the performance level of eureka forbs products
Interpretation
82% of the customers says that performance level of eureka forbs products is
excellent and 18% of respondents are says that very good so all customers are satisfied
with performance of eureka forbs products.
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
Excellent Very good Good Poor
Percentage
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Table 4.22 showing the satisfaction level of customers with the products of Eureka
Forbes
Opinion of Respondents No of Respondents Percentage
Yes 100 100%
No - -
Total 100 100
Source: Primary Data
Chart 4.22 showing the satisfaction level of customers with the products of eureka
Forbes
Interpretation
All the respondents suggest that they are satisfied with the products of Eureka
Forbes.
0
0.2
0.4
0.6
0.8
1
1.2
Yes No
Percentage