CHAPTER 4 ANALYSIS AND INTERPRETATION

The purpose of the data analysis and interpretation phase is to transform the data collected 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 the data you have collected, and will need to be able to justify your choice of methods.

Table 4.1 showing the type of Eureka Forbs product used by customers Opinion of Respondents Water purifier Vacuum cleaner Total Source: Primary Data Chart 4.1 showing the type of Eureka Forbs product used by customers.
70 60 50
42 58

No of Respondents 58 42 100

Percentage 58 42 100

40 30 20 10 0 Water purifier Vacuum cleaner

Interpretation 58% of the respondents suggest that they are using the water purifier and around 42% of them are users of vacuum cleaner.

Table 4.2 showing the suggestion of respondents regarding how they come to know about Eureka Forbs Factors Internet Advertisement News paper Monthly publicity Television Source: Primary Data R = 1- 6D2 N3-N = 1-24 120 Chart 4.2 showing the suggestion of respondents regarding how they come to know about Eureka Forbs
4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 Internet Advertisment News paper Monthly publicity

X 1 2 3 4 5

Y 2 1 3 5 4

D (X-Y) -1 1 0 -1 1

D2 1 1 0 1 1

1- 64 120

0.8

Rank

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.

Table 4.3 showing the number of years for which they are the customers of Eureka forbs Opinion of Respondents Less than 1 month 2-6 months 6-12months More than 1 year Total Source: Primary Data Chart 4.3 showing the number of years for which they are the customers of Eureka forbs
0.7 0.6 0.5 0.4 0.3 0.2 0.1 8% 0 Less than 1 month 2-6 months 6-12months More than 1 year 63% Percentage

No of Respondents 8 15 14 63 100

Percentage 8% 15% 14% 63% 100

15%

14%

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.

Table 4.4 showing the satisfaction level of respondents regarding the order delivery & services provided by the Eureka Forbs Opinion of Respondents Highly satisfied Satisfied Dissatisfied Highly dissatisfied Total Source: Primary Data Chart 4.4 showing the satisfaction level of respondents regarding the order delivery & services provided by the Eureka Forbs
70 60 50 40 30 21 20 10 10 0 Highly satisfied Satisfied Dissatisfied Highly dissatisfied 4 Percentage 65

No of Respondents 21 65 10 4 100

Percentage 21% 65% 10% 4% 100

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.

Table 4.5 showing the satisfaction level of customers with the price of Eureka Forbs products Opinion of Respondents Highly Satisfied Satisfied Dissatisfied Highly Dissatisfied Total Source: Primary Data Chart 4.5 showing the satisfaction level of customers with the price of Eureka Forbs products No of Respondents 28 67 5 100 Percentage 28% 67% 5% 100

80 70 60 50 40 Percentage 30 20 10 0 Highly satisfied Satisfied Dissatisfied Highly dissatisfied 5 0 28 67

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.

Table 4.6 showing the extent to which respondents agree that the company exchange information with them frequently Opinion of Respondents Strongly Agree Agree Neutral Disagree Strongly Disagree Total Source: Primary Data Chart 4.6 showing the extent to which respondents agree that the company exchange information with them frequently
0.7 60% 0.6 0.5 0.4 0.3 0.2 0.1 0 Strongly Agree Agree Neutral Disagree Strongly disagree 15% 10% 10% 5%

No of Respondents 15 60 10 10 5 100

Percentage 15 60 10 10 5 100

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.

Table 4.7 showing the method by which the customers interact with the firm Opinion of Respondents Direct Interaction Phone calls Internet/ e-mail Others Total Source: Primary Data Chart 4.7 showing the method by which the customers interact with the firm
80.00 70.00 60.00 50.00 40.00 30.00 20.00 20.00 10.00 0.00 Direct Interaction Phone calls Internet/ e-mail Others 5.00 0%

No of Respondents 20 75 5 100

Percentage 20% 75% 5 100

75.00

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.

Table 4.8 showing the extent to which company inform about the new service or facilities to the customers Opinion of Respondents Always Never Sometime Total Source: Primary Data Chart 4.8 showing the extent to which company inform about the new service or facilities to the customers
0.8 0.7 0.6 0.5 0.4 0.3 0.2 0.1 0 Always Never Sometime 17% 8%

No of Respondents 75 17 8 100

Percentage 75 17 8 100

75%

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.

Table 4.9 showing the suggestion of respondents on, weather the company provides price reduction or offers during festival seasons Opinion of Respondents Yes No Total Source: Primary Data Chart 4.9 showing the suggestion of respondents on, weather the company provides price reduction or offers during festival seasons No of Respondents 69 31 100 Percentage 69 31 100

0.8 0.7 0.6 0.5 0.4 31% 0.3 0.2 0.1 0 Yes No Percentage 69%

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.

Table 4.10 showing the suggestion of respondents regarding whether the company used to forward Festival wishes Opinion of Respondents Yes No Total Source: Primary Data No of Respondents 69 31 100 Percentage 69 31 100

90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

83%

17%

Yes

No

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.

Table 4.11 showing the method selected by the company to make festival wishes Opinion of Respondents Direct Phone calls E-mail Greeting cards Total Source: Primary Data Chart 4.11 showing the method selected by the company to make festival wishes
60%

No of Respondents 6 55 20 19 100

Percentage 6% 55% 20% 19% 100

55%

50%

40%

30% 20% 20% 19%

10%

6%

0% Direct Phone calls E-mail Greeting cards

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.

Table 4.12 showing the extent to which respondents agree that the company respond on their complaints Opinion of Respondents Always Never Sometime Total Source: Primary Data Chart 4.12 showing the extent to which respondents agree that the company respond on their complaints
1.2 100% 1

No of Respondents 100 100

Percentage 100 100

0.8

0.6

0.4

0.2

0 Always Never Sometime

Interpretation From the above table, we can find that all the respondents agree that the company used to respond on their complaints.

Table 4.13 the method through which customers place complaints to the company Opinion of Respondents Direct Phone calls E-mail Postal Total Source: Primary Data Chart 4.13 showing the method through which customers place complaints to the company
0.7 0.6 0.5 0.4 0.3 0.2 12% 0.1 0 0 Direct Phone calls E-mail Postal 24% Percentage

No of Respondents 24 64 12 100

Percentage 24% 64% 12% 100

64%

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.

Table 4.14 showing the time required by the company to clear customer complaints Opinion of Respondents Within one day One week One month Total Source: Primary Data Chart 4.14 showing the time required by the company to clear customer complaints
0.7 60% 0.6 0.5 0.4 0.3 22% 0.2 0.1 0 Within one day One week One month 18%

No of Respondents 22 60 18 100

Percentage 22 60 18 100

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.

Table 4.15 showing the extent to which firm shows a sincere interest in solving customers problems Opinion of Respondents Always Never Sometime Total Source: Primary Data Chart 4.15 showing the extent to which firm shows a sincere interest in solving customers problems 100 No of Respondents 100 100 Percentage 100% -

1 0.9 0.8 0.7 0.6 0.5 0.4 0.3 0.2 0.1 0 Always Never Sometime Percentage

Interpretation From the above table 100% of respondents say that the company shows sincere interest in solving customer problems.

Table 4.16 the satisfaction level of respondents with the firms services Opinion of Respondents Highly Satisfied Satisfied Dissatisfied Highly Dissatisfied Total Source: Primary Data Chart 4.16 the satisfaction level of respondents with the firms services
60 52 50 40 32 30 20 10 0 0 Highly satisfied Satisfied Dissatisfied Highly dissatisfied Percentage 16

No of Respondents 32 52 16 100

Percentage 32 52 16 100

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.

Table 4.17 showing the suggestion of respondents regarding, whether they are satisfied with the existing Communication system Opinion of Respondents Yes No Total Source: Primary Data Chart 4.17 showing the suggestion of respondents regarding, whether they are satisfied with the existing Communication system
1 0.9 0.8 0.7 0.6 0.5 0.4 0.3 0.2 No, 12% 0.1 0 Yes No Yes, 88%

No of Respondents 88 12 100

Percentage 88% 12% 100

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.

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 Direct Phone calls E-mail Postal Others Source: Primary Data R = 1- 6D2 N3-N = = 1- 62 120 1 2 3 4 5 X Y 1 2 3 5 4 D 0 0 0 1 1 D2 0 0 0 1 1

1- 12 = 0.9 120 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
6 5 5 4 4 3 3 2 2 1 1 0 Direct Phone calls e-mail Postal Others Y

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.

Table 4.19 showing the factors which motivate that respondents while purchasing Eureka forbs Products Factors Quality Advertisement Price Health & safety Personal Touch Source: Primary Data R = 1- 6D2 N3-N = 1 - 36 120 Chart 4.19 showing the factors which motivate that respondents while purchasing Eureka forbs Products
6 5 5 4 4 3 3 2 2 1 1 0 Quality Adverisment Price Health & safety Personel Touch

X 1 2 3 4 5

Y 1 4 2 3 5

D 0 -2 1 1 0

D2 0 4 1 1 0

1- 66 120

0.7

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.

Table 4.20 showing the customers opinion bout after sale services given by the company Opinion of Respondents Excellent Very good Good Poor Total Source: Primary Data Chart 4.20 showing the customers opinion bout after sale services given by the company
60

No of Respondents 12 40 48 100

Percentage 12% 40% 48% 100

50 40 40

48

30

Percentage

20 12 10 0 0 Excellent Very good Good Poor

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.

Table 4.21 showing the performance level of Eureka Forbs products Opinion of Respondents Excellent Very good Good Poor Total Source: Primary Data Chart 4.21 showing the performance level of eureka forbs products
0.9 0.8 0.7 0.6 0.5 0.4 0.3 0.2 0.1 0 Excellent Very good Good Poor Percentage

No of Respondents 82 18 100

Percentage 82% 18% 100

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.

Table 4.22 showing the satisfaction level of customers with the products of Eureka Forbes Opinion of Respondents Yes No Total Source: Primary Data Chart 4.22 showing the satisfaction level of customers with the products of eureka Forbes
1.2

No of Respondents 100 100

Percentage 100% 100

0.8

0.6

Percentage

0.4

0.2

0 Yes No

Interpretation All the respondents suggest that they are satisfied with the products of Eureka Forbes.