A Summer Internship Project Report on

Study of Customer Satisfaction

at Siemens Ltd.

Submitted in partial fulfillment of the requirements for the degree of Post Graduate Diploma in Management (Marketing)

By Hinal Mehta (Roll No.25)

Under the guidance of Prof. Girija Shirurkar

A Study Conducted for Siemens Ltd.

at Indira School of Business Studies, Tathawade, Pune 411033 (2011-2013)

ACKNOWLEDGEMENT
Gratitude is the hardest emotion to express and often does not find adequate words to convey the actual feel. It is my proud privilege to register my sincere gratitude for my company guide Mr. Kandarb Brambhatt for giving me the opportunity to work in an organization of such high repute like Siemens Ltd, and without whose able guidance and support this project would not have been a learning experience. It was indeed my faculty guide Prof. Girija Shirurkar who was the guiding spirit behind this report at every phase of its development.

The summer training after completion of the first year of Post Graduate Diploma in Business Management is one of the most important procedures to make the students familiar with the business interface and its current state of affairs.

The experience of the company is of great importance, and has helped in learning the practical aspects of Marketing. The companys team is one of the most dynamic team to work with, and has helped to gain actual business knowledge and acumen.

Last but not the least; I would like to thank all those who directly or indirectly have extended their support and co-operation for the successful realization of this endeavor.

EXECUTIVE SUMMARY
This project named customer satisfaction was carried out at Siemens Ltd. to analyze and study customers level of satisfaction for the Siemens product in Vadodara, Gujarat. The researcher has chosen to do this project at Siemens Ltd because it is a leading manufacturer of Power machines. In the Energy sector, their expertise ranges from power plants to turbines. Siemens was established in Berlin by Werner von Siemens in 1847. Siemens is today a technology giant in more than 190 countries, employing some 440,000 people worldwide. Its work in the fields of energy, industry, communications, information, transportation, healthcare, components and lighting has become essential parts of everyday life. Siemens believes in, WHERE EXPERIENCE AND NEW IDEAS CONVERGE TO SHAPE THE FUTURE. The purpose of the project is to understand the satisfaction of customers and also understand the current market position of the company in comparison to its customers. The aim of this project is to analyze the level of satisfaction among its customers. Siemens deals with industrial customers. And the researcher aimed at gaining feedback from customers regarding Siemens products, services and support. Next part of the project consisted of developing a questionnaire. This was important to get a wide exposure to the information about not only the customers but also the competitors. Data collection was done with the help of the questionnaire. Various companies in and around Gujarat were approached. Based on the survey conducted and the data collected the researcher was able to make conclusions that Siemens follows a policy of not entering the small enterprises segment. And to a large extent, it can be said as per this survey that it follows the right policy. Small enterprises are not expanding and have little scope as a market for Siemens. After collecting all the data, the data was compiled together and analysis of the data was done. Satisfaction level is quite high among the industrial buyers of Siemens. Among the various alternatives for preferences, product quality has been preferred alternative by most of the industrial buyers. Siemens is having very good growth in future. Some deficiencies are there in Siemens product therefore some industries were not willing to purchase the product again. Report is very much useful for the company, accordingly conclusions are given and recommendations suggested at the end of the project. In case of large enterprises, Siemens has a huge market share. Siemens should focus on customer satisfaction to retain its current standing and not lose its market share.

TABLE OF CONTENTS
SN 1 Contents Introduction Page No.

Industry / Company overview

Review of Literature/ Theoretical Background

Objectives

Research Methodology

Data Analysis , Results and Interpretation

Conclusions

Limitations of the project

Recommendations

INTRODUCTION

Introduction to the Project

A project in business and science is typically defined as a collaborative enterprise, frequently involving research or design, which has been carefully planned to achieve a particular aim. Projects can be further defined as temporary rather than permanent social systems that are constituted by teams within or across organizations to accomplish particular tasks under time constraints. A project is a planned set of interrelated tasks to be executed over a fixed period and within certain cost and other limitations.

This study has been done as part of the project work for Post-Graduation Diploma in Management (PGDM) Sem III. This is a market research project we have undertaken. The study is majorly focused on developing a sound understanding of various aspects of Marketing. For this the researcher has taken up one of the leading enterprises in India Siemens. The survey was done for Siemens Ltd.

The Siemens Group in India is a unique player in the field of electrical and electronics engineering having the capability to integrate diverse products, systems and services into turnkey solutions across the life- cycle of a project. Siemens is today a technology giant in more than 190 countries, employing some 440,000 people worldwide. Its work in the fields of energy, industry, communications, information, transportation, healthcare, components and lighting has become essential parts of everyday life.

The study includes interaction with the customers and this helps us to know the market potential and customer satisfaction level to the great accuracy. The study is of great importance to the Siemens which will know about the customer preference to buy a particular product for industrial buyers. This study was purely a market research work following the objective of improving the customer retention, getting their feedback to know their level of satisfaction.

This project was a 60 days learning experience to a marketing field. This project was pure B2B, i.e. getting feedback from industrial buyers about the Siemens product. This study will not only help researcher as a student but it also assists to know the satisfaction level of the organization so that the organization can serve customers better.

SIEMENS WHERE EXPERIENCE AND NEW IDEAS CONVERGE TO SHAPE THE FUTURE.

Survey of Customer Satisfaction of Siemens Ltd.

Purpose of the project: The purpose of the project is to understand the satisfaction of customers Understand the current market position of the company in comparison to its customers.

Scope of the Project: The study includes interaction with the customers and this helps us to know the Market potential and customer satisfaction level to great accuracy. The study is of great importance to the Siemens which will know about the customer preference to buy a particular product.

This study will not only help the researcher as a student but it also assists to know the satisfaction level of the organization. So, scope of this study is to achieve customer satisfaction because customer satisfaction and quality maintenance is companys primary objective.

Salient Contribution of the Project: The study has improved the communication and interaction skills of researcher. Evaluating the research results and controlling the marketing operations in the present. This survey will help the organization to analyze the customer satisfaction level, customers potential and their expectations.

COMPANY OVERVIEW

ABOUT SIEMENS

The Siemens Group in India is a unique player in the field of electrical and electronics engineering having the capability to integrate diverse products, systems and services into turnkey solutions across the life- cycle of a project. Innovation is its strength. But its not the only one. Their customers also know that they can rely on us to execute quality projects, while delivering value. In all areas of their operation, they provide the complete range of offerings. In the Energy sector, their expertise ranges from power plants to turbines and in the Industry sector; they build airports, as well as produce contactors. In Transportation, they deliver complete high-speed trains, right down to safety relays, whereas in Lighting, they illuminate large stadiums and also manufacture small light bulbs. In Healthcare, they execute complete solutions for hospitals, as also provide in- the canal hearing aids. And, the thread that connects all the businesses is Information technology. They have a wide presence across the country, where their operations include 17 manufacturing plants and an extensive network of Sales and Service offices. They are also part of a vast global network of 475,000 people, operating in over 190 countries, which serves to enhance their standing.

Abbreviations: Power Generation (PG) Power Transmission & Distribution (PDT) Siemens Enterprise Communications Group (SEN Group) Electronic Private Automated Branch Exchange (EPABX) Private Automated Branch Exchange (PABX) Orthogonal Frequency Division Multiplexing (OFDM) Local area network (LAN) Wide area network (WAN) Wireless LANs and WANs (WLAN & WWAN)

History

Siemens was founded in Berlin by Werner von Siemens in 1847. As an extraordinary inventor, engineer and entrepreneur, Werner von Siemens made the world's first pointer telegraph and electric dynamo; inventions that helped put the spin in the industrial revolution. He was the man behind one of the most fascinating success stories of all time - by turning a humble little workshop into one of the world's largest enterprises. As Werner had envisioned, the company he started grew from strength to strength in every field of electrical engineering. From constructing the world's first electric railway to laying the first telegraph line linking Britain and India, Siemens was responsible for building much of the modern world's infrastructure. Siemens is today a technology giant in more than 190 countries, employing some 440,000 people worldwide. Its work in the fields of energy, industry, communications, information, transportation, healthcare, components and lighting has become essential parts of everyday life.

While Werner was a tireless inventor during his days, Siemens today remains a relentless innovator. With innovations averaging 18 a day, it seems like the revolution Werner started is still going strong.

Vision & Mission Improved technology the means Technology is no more a premium input; it has become the bare minimum in recent years. Rapid advances have only fuelled this phenomenon. SIEMENS is extremely vigilant in shunting out dated technology and replacing it with the best-in-class offers of the times. Innovative products the means Product development, innovation and customizations are the tools SIEMENS uses to stay ahead of the competition. This is because a continuous stream of innovative products excites the market and enhances brand recall. Inspired thinking about the future the means The future is unpredictable, but not doing anything about it is fraught with grave risk. SIEMENS extrapolates future trends on the basis of current changes in technology and preferences as well as sheer gut feel. Fine-tuned business instincts are worth their weight in gold, lots of it.

Siemens is into:

Automation and Controls: Intelligent system solutions - from building automation to process control to plant operation systems.

Healthcare: Siemens Healthcare division enables clinicians to diagnose disease earlier and more accurately, making a decisive contribution to improving the quality of healthcare

Lighting: Osram, a Siemens company is one of the world's largest lighting companies. Its lamps can be found on famous landmarks, building interiors and even living rooms all over.

Building Technologies: Siemens Building Technologies specializes in meeting the growing demand for increased personal safety and more secure public and private infrastructures by electronic security and building automation systems.

Energy: Siemens consolidates its innovative offerings in the Energy sector by combining its full range expertise in the areas of Power Generation (PG) and Power Transmission & Distribution (PTD).

Information and Communications: As the only company in the world that has all its Information and Communications competencies under one roof, Siemens is able to apply a more flexible and faster approach to customers' needs.

Mobility: Siemens offers products and solutions in railway signaling and safety systems, traffic control and automation, electrification, traction equipment for locomotives and multiple unit system and mass transit vehicles.

Cross-Sector Business: Siemens provides software solutions across the IT service chain, from consulting and system integration to IT infrastructure management in the areas of telecommunications,healthcare, manufacturing, public sector, utilities and government.

About Siemens Energy Sector:

The Energy market is strongly driven by investments in the power generation sector. The government continued its numerous measures to ensure better achievement of capacity addition as per the targets of the 11th Plan. A perceptible movement was also witnessed towards greater thermal efficiencies and lower emissions with a preference for Supercritical Technology. In the industrial sector, growth in metals, cement & fertilizers, and petrochemical sectors were the main driving force for our Oil & Gas / Industry business. The Energy sector witnessed intense competition due to capacity addition & expansion of new factories by numerous players. The entry of multiple new players into the market also led to pricing pressure. Despite this tough competition, Siemens was able to retain its market position in the Energy sector. During 2009 -10, the order value jumped by 63% to ` 77 billion, sales grew by 5% to ` 43 billion and Profits from Operations rose by 19% to 7 billion. As part of its expansion plans, the energy sector expanded the capacity of its Steam Turbine factory at Vadodara to manufacture larger sized industrial steam turbines of upto 150MW. The sector also announced the setting up of its Medium Voltage (MV) and Energy Automation (EA) factories in Goa. Last year, one of the key contracts won by the energy sector was from Qatar for the designing, engineering, installation and commissioning of substations and associated electrical networks. Other key orders came from Torrent for the turnkey construction of a Combined Cycle Power Plant UNOSUGEN and from Power grid for complete turnkey 765kV substations at Meerut. Last year, the energy sector successfully introduced several new products including the countrys first single phase 500MVA HVDC Transformer, the 800kV Circuit Breaker, 400kV, 63kA Disconnectors, etc.

The substantial capacity addition in power generation with a focus on supercritical units will generate a market for Siemens products. The expected rebound of growth in the industrial sector should drive business in industrial turbines and the Oil & Gas divisions. The expansion plans by Power Grid in interregional and high voltage transmission networks will also be of special interest. As an integral energy player with products which provide solutions for Oil & Gas, power generation, transmission & distribution, And renewable energies, we will continue to play a leading role in the introduction of leading technologies in all areas of the energy sector.

Management of the Siemens:

Chairman: Deepak Parekh Vice President (Legal) & Company Secretary: Ajay Jain Managing Director and Chief Executive Officer: Dr. Armin Bruck Executive Director and Chief Financial Officer: Sunil D. Mathur Whole-time Director: Vijay V. Paranjape

The project is undertaken for the following branch: Siemens Ltd., Maneja, Vadodara, Baroda - 390 013

REVIEW OF LITERATURE

What is Customer Satisfaction?

Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. "Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective." Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction. "In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget moteleven though its facilities and service would be deemed superior in 'absolute' terms." The importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

Today in the customer driven economy, Siemens is engaged to attract customers and build a long term relationship with their loyal customer. The key to customer loyalty is through customer satisfaction. A satisfied customer will act as a spoke person of the company's product. So marketers have to ensure customers value.

For this they have to ensure: Products are developed to meet customer requirements. Relationships are built to offer lifetime customer value to enable the customer to experience value satisfaction.

Ten Basic Rules for Customer Satisfaction

Involve top management.

Know the customers.

Let the customers define what attributes are important. Know the customers requirements, expectations, and wants.

Know the relative importance of customer decision criteria.

Gather and trust data.

Benchmark the data against competitors, and identify competitive Strengths and weaknesses.

Develop cross-functional action plans that enhance strengths and Correct weaknesses.

Measure performance continually and spread the data throughout the organization.

Be committed to getting better and better and better.

OBJECTIVES

Objectives of the study

1. Analyzing the industrial buying behavior of the companies in Gujarat. 2. Analyzing the problems faced by business customers. 3. To learn where the Siemens stands in front of competitors. 4. Gain feedback from customers regarding Siemens products, services and support to analyze the level of customer satisfaction.

RESEARCH METHODOLOGY

Research

Marketing research is the systematic design, collection, analysis and Reporting of the data findings relevant to a specific marketing situation facing the company. Careful planning through all stages of the research is necessity. An effective customer satisfaction survey program should focus on measuring customer perceptions of how well the company delivers on the critical success factors and dimensions of the business. These usually include factors like service promptness, staff responsiveness, and understanding of the customer's problem. The survey was carried in Gujarat with the sample size of 15. The survey was carried out with the help of a structured questionnaire, which helps in accomplishing the research objectives. The respondents by means of interview and mail administer this structured ended questionnaire.

Type of research

The research type is self-administered survey. A survey focuses on opinions depending on its purpose. When the questions are administered by the respondent, the survey is referred to as a questionnaire or a selfadministered survey. The survey was for Siemens and the industrial buyers were targeted as respondent. A questionnaire is a research instrument consisting of a series of questions and other prompts for the purpose of gathering information from respondents. Although they are often designed for statistical analysis of the responses, this is not always the case. The questionnaire was invented by Sir Francis Galton. Numbers of questions were formed in the questionnaire and different industrial buyers for gas turbines and steam turbines were approached to get the proper response to get to know the satisfaction level among them.

Methods of Data Collection: There are two types of data Primary Data refers to the data collected for the first time Secondary Data refers to the data which have already been collected and analyzed by someone else.

For this report the methods used to collect primary data were as follows: Telephonic interview Questionnaire sent by E-mail (Attached as Annexure)

Sources Used to collect Secondary data: Internet Company data base

Research Design:

The data collected is based on the questionnaire. Various organizations in and around Gujarat have filled the questionnaire. The data collected from each questionnaire is based on the information that these organizations have given.

Type of research-

Descriptive research attempts to describe systematically a situation, problem, phenomenon, service or program, or provides information about , say, living condition of a community, or describes attitudes towards an issue. The research was a descriptive research because it was aimed to know the situation and describe the attitude of particular industrial buyers towards the product and services of Siemens. If the population and the sample of the research is same then it is called as Census Survey. Therefore the type of survey researcher completed was the Census Survey.

Research ToolQuestionnaire (Telephonic and through E-mails)

Analysis ToolMicrosoft Excel

Sample DesignUniverse: India

PopulationAll over Gujarat (15 Company)

Sample Size15 Industries

Sample Unit1 company

SurveyCensus Survey

DATA ANALYSIS, RESULTS & INTERPRETATIONS

1.

Do you own a Siemens Product?

Response Yes No

No. of customers 15 0

This can be presented diagrammatically as under:

Response
0%

Yes

100%

No

Result: According to researcher, out of 15, 100% of the people said that they own the product.

Interpretation: All the customers are using the Siemens product so it can be concluded that Siemens is the market leader.

2. If yes then which type of power turbine? (a) Steam Turbine (b) Gas Turbine

This can be presented diagrammatically as under:

No of users

33% 67%
Steam Turbine Gas Turbine

Result: During the survey it was observed that the number of steam turbine users are more than the gas turbine.

Interpretation: Industries mostly prefer steam turbine as compared to gas turbine.

3. What is the installation capacity of the machine? (a) 5MW (b) 5MW- 10MW (c) 10MW- 15MW (d) 15MW- 30MW (e) 30MW

Installation Capacity 7% 40% 20%

20%
5MW

13%

5MW- 10MW 10MW- 15MW 15MW- 30MW 30MW

Results: 40% of the industries having the capacity between 15MW to 30MW Only 1 industry out of 15 is having more than 30MW installation capacity. 20% of the industries are having installation capacity between 10- 15MW and Less than 5MW.

Interpretation: Very few number of industry is having big installation capacity i.e. more than 30MW More number of industries having capacity between 15- 30MW

4. What factors you would take into consideration while buying the product? (a) Product Quality (b) On time Delivery (c) Responsiveness (d) After sales Service (e) All

Customer preference
13%

6%
7% 7% 67%
Product quality On time delivery Responsiveness After sales service All

Result: Most of the users consider all the factors while buying the power machine (13%) Users consider product quality to the most important factor compare to other factors.

Interpretation: From the above chart we can ascertain that the users mostly consider all factors while buying power turbine. Among the remaining alternatives, product quality has been preferred alternative by most of the industrial buyers.

5. How is the service being provided by Siemens? (a) Satisfied (b) Neutral (c) Dissatisfied

Level of satisfaction
7% 20%
Satified Neutral

73%

Dissatisfied

Result: 73 % of the industry is satisfied with the services provided by the Siemens. 20 % i.e. 3 industries were neutral with their satisfaction level. 7% industries were dissatisfied with services provided by Siemens.

Interpretation: The satisfaction level among the Siemens customers is quite high. Most of the industrial buyer were happy with services provided by Siemens.

6. Are you satisfied with the complaint handling system of Siemens? (a) Yes (b) No

Satisfaction level of complaint handling system

20%
Yes

80%

No

Result: Most of the Industries, numerically 12 industries out of 15 are satisfied with the complaint handling system. 3 industries were dissatisfied with the Siemens Complaint Handling System.

Interpretation: Costumers are happy with the complaint handling system Satisfaction level is quite high among the industrial buyers of Siemens.

7. Which maintenance support you prefer as Standard Maintenance Service? (a) Error diagnosis (b) Error and fault clearance (c) Technical Query (d) Automatic software update service

Sales

20%

20%

Error diagnosis Error and fault clearance

33%

27%

Technical Query Automatic software update service

Result: Technical service is most popular and most preferred Standard maintenance service. 27% industries preferred error and fault clearance. 20% industries preferred error diagnosis and automatic software update service each.

Interpretation: Automatic software update service and error diagnosis is less preferred by industries. Technical query is most preferred standard maintenance service.

8. Are you satisfied with the details regarding the product, provided by Siemens ltd? (a) Always (b) Most of the time (c) Rarely (d) Never

Satisfaction Level about the Details Provided

7% 33% 13%
Always Most of the time

47%

Rarely Never

Results: Most of the time customers are satisfied with the details regarding the product, provided by Siemens. According to the chart, only 13% customers get satisfied, always. 1 industry was not satisfied with the details regarding the product.

Interpretation: Here Siemens is getting average level of satisfaction. Some customers are not happy with the details about the product provided by Siemens.

9. Are you satisfied with the Post-delivery stage of Siemens Ltd.? Alternatives Packaging Condition Ease of Installation Ease of Maintenance Clarity of Instructions Quality of Product Satisfied Neutral Dissatisfied

12 10 8 6 4 2 0 Packing Condition Ease of installation Ease of maintainance Clearity of instructions Quality of product Satisfied Neutral Dissatisfied

Result: Customers satisfaction level is high while Quality of product has taken into the consideration. Customers are more neutral while clarity of instructions has taken into the consideration and more number of customers is dissatisfied too. Ease of maintenance and ease of installation customers are between satisfied and neutral.

Interpretation: Customers are satisfied with packaging condition of Siemens. Because of the Siemens provides Qualitative product, the satisfaction level is increasing in that section. Siemens tent to little poor at giving clear instructions and detail about the product to its customers.

10. Would you like to buy Siemens products again?? (a) Sure (b) Not sure (c) Never

Future Forecasting
7% 20%
Sure Not Sure

73%

Never

Result: 7% of customers are not willing to buy the product again. 20% of customers are not sure for the same. 73% of customers are willing to purchase the product again and again

Interpretation: Siemens is having very good growth in future. Some deficiencies are there in Siemens product therefore some industries were not willing to purchase the product again.

CONCLUSIONS

Salient conclusions from the work:

Siemens focuses on large enterprises. Its presence can be felt in some of the medium enterprises. The customer satisfaction of the existing customers of Siemens is very high. Also, market share of Siemens in comparison to its competitors is huge. Siemens is considered market leader in large enterprises segment. With the help of this survey, customers answered questions related to Siemens products comparing them to the products of its competitors. It also included questions related to satisfaction of customers. On thorough analysis of the survey, it can be concluded that: Siemens caters only to the needs of large enterprises and some medium enterprises. The existing customers of Siemens are more satisfied with its products. There is a market in the small and medium enterprises segment. For Siemens, quality of product and after sales service holds huge importance. Siemens is known market-wide for its quality and service. Increasing profitability is the main objective of every organization. Thus, this survey helps Siemens understand its current market position as well as help make the organization aware of the prospect untapped market in and around Gujarat.

LIMITATIONS

The project suffers from certain limitations. This may affect the analysis, so mentioning them becomes crucial. The limitations are:

The survey is restricted to organizations in and around Gujarat only. The number of organizations in the survey is not very large. The analysis may have some faults as most companies are not willing to give complete information. Also, lack of resources and lack of time was the main barrier.

RECOMMENDATIONS

Based on the survey conducted and the data collected and analyzed the following steps can be recommended to Siemens:

In case of large enterprises, Siemens has a huge market share. So in this case, Siemens should focus on customer satisfaction to retain its current standing and not lose its market share. According to the survey conducted, medium enterprises segment has a huge potential. Medium enterprises are expanding rapidly. Siemens does not have huge presence in the medium enterprises segment. Therefore, Siemens should focus to expand in the medium enterprises segment. Also, various medium enterprises make use of only a few products. Siemens also has the option to cater to these demands as well. Siemens follows a policy of not entering the small enterprises segment. And to a large extent, it can be said as per this survey that it follows the right policy. Small enterprises are not expanding and have little scope as a market for Siemens.

ANNEXURE
1. Do you own a Siemens Product?

(a) Yes (b) No

2.

If yes then which type of power turbine?

(a) Steam Turbine (b) Gas Turbine

3.

What is the installation capacity of the machine? (a) 5MW (b) 5MW- 10MW (c) 10MW- 15MW (d) 15MW- 30MW (e) 30MW

4.

What factors you would take into consideration while buying the product?

(a) Product Quality (b) On time Delivery (c) Responsiveness (d) After sales Service (e) All

5.

How is the service being provided by Siemens? (a) Satisfied (b) Neutral (c) Dissatisfied

6.

Are you satisfied with the complaint handling system of Siemens? (a) Yes (b) No

7.

Which maintenance support you prefer as Standard Maintenance Service? (a) Error diagnosis (b) Error and fault clearance (c) Technical Query (d) Automatic software update service

8.

Are you satisfied with the details regarding the product, provided by Siemens ltd?

(a) (b) (c) (d)

Always Most of the time Rarely Never

9.

Are you satisfied with the Post-delivery stage of Siemens Ltd.? Alternatives Packaging Condition Ease of Installation Ease of Maintenance Clarity of Instructions Quality of Product Satisfied Neutral Dissatisfied

10.

Would you like to buy Siemens products again??

(a) (b) (c)

Sure Not sure Never

BIBLIOGRAPHY

References:
Books: 1. Philip Kotler, Marketing Management, Eleventh Edition Pearson Education Asia. 2. Kothari C. R. Research Methodology, Second Edition, New Age International Publishers.

Website:

www.Siemens.in www.SiemensIndia.com www.SiemensPowerandEnergy.com www.theenergycollective.com www.zenithresearch.co.in