SUMMER INTERNSHIP REPORT

ON

CUSTOMER SATISFACTION

at

LG ELECTRONICS INDIA PVT LTD

Submitted by:
MOHIT SINGH
MBA
Batch – (2016 - 2020)
Roll No.: 160242017

Under The Guidance Of:

MR. SACHIN KUMAR
(ASSISTANT MANAGER-CORPORATE & KEY ACCOUNT)

SCHOOL OF BUSINESS STUDIES

SHARDA UNIVERSITY, GREATER NOIDA-201306

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 TO WHOMSOVER IT MAY CONCERN
This is to certify that MOHIT SINGH, a student of Sharda university,Greater
Noida, undertook a project on “CUSTOMER SATISFACTION OF LG
ELECTRONICS INDIA PVT LTD MARKET STRATEGIES OF LG
ELECTRONICS INDIA PVT LTD. from 27/05/2019 to 31/07/2019.

Mr. MOHIT SINGH has successfully completed the project under the
guidance of Mr./Ms SACHIN KUMAR. He is a sincere and hard-working
student with pleasant manners.

We wish all success in him future endeavour.

Signature with date

(SACHIN KUMAR)
(Assistant Manager – Corporate & Key Account)
(LG Electronics India Pvt. Ltd.)

ACKNOWLEDGEMENT
I express my sincere gratitude to my industry guide Mr.SACHIN KUMAR,
(Designation)Assistant Manager – Corporate & Key Account, (Company) LG
ELECTRONICS INDIA PVT LTD, for his/her able guidance, continuous
support and cooperation throughout my project, without which the present work
would not have been possible.

I would also like to thank the entire team of LG ELECTRONICS INDIA PVT
LTD, for the constant support and help in the successful completion of my
project.

Also, I am thankful to my faculty guide Prof./Mr./Ms.____________ of my

institute, for his/her continued guidance and invaluable encouragement.

Place: Signature of the candidate

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Date: Name: MOHIT SINGH

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 TABLE OF CONTENT

Chapter Particular(s) Page No.

1) Introduction 4-5
2) Design of the study 6-8
3) Profiles 9-17
4) Analysis 18-31
5) Findings of the study 32-34
6) Suggestions 35-36
8) Conclusion 37-38

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 CHAPTER – I

INTRODUCTION

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 As we know consumers are the kings. It is very important to know

the consumers satisfaction of the product. Hence ,I have taken the effort to make

a study on consumers satisfaction towards L.G. Television at hosur. This is taken

in order to know their expectations and to meet the demand in the market.

In this project, I have orderly mentioned the topics. In first

topic ,I have mentioned the design of the study ,in this you will see the type of

study, Objectives of study, Scope of the study, Sample size of the study,

Statistical design and so on,.

Under second topic, I have analyzed the collected data in tabular

form and shown in charts. You will see Gender profile, Occupation profile,

Income profile of the respondents and so on,.

Under fourth topic you will see various collected data in statistical

form and the following topics so on, .Finally I have attached the questionnaire

under annexure.

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 CHAPTER – II

DESIGN OF THE STUDY

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2.1 Statement of the problem:

 ‘To study the consumer satisfaction towards L.G.TELEVISION’.

2.2 Objectives:

 To know the customer satisfaction about LG TV.

 To know type of customers.

 T o know the demand in the market.

 To get the suggestions from the respondents.

 To know number of LG customers.

2.3 Data Collection:

Primary Data:

 Internet

 Reference books.

 Mass media.

2.4 Statistical Design:

 Research is done in statistical random sampling method.

2.5 Type of Research:

 Descriptive research.

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2.6 Sample Size:

 50 customers

2.7 Data analysis and Interpretation:

The data so collected was analyzed by using statistical intervention and

presented in the tabular form of and pie charts.

2.8 Contribution of Study:

To advice and provide some details to LG company to understand the

customers in rural areas and to know the satisfactory level of LG a customer

and also to know customer satisfaction on regarding the services provided by

the company. So as to improve the services in future.

2.9 Limitations of Study:

 some respondents did not give back the questionnaires.

 Lack of experience.

 Few respondents made late in giving questionnaires.

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CHAPTER – III

PROFILES

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Company profile

History

LG Electronics was established in 1958 and has since led the way into

the advanced digital era thanks to the technological expertise acquired by

manufacturing many home appliances such as radios and TVs. LG Electronics

has unveiled many new products, applied new technologies in the form of

mobile devices and digital TVs in the 21st century and continues to reinforce its

status as a global company.

1958

Founded as Gold Star

1959

Korea first radios

1998

60-inch Plasma TV

1999

Joint venture with Philips

2003

Enters UK GSM handset market

2005

Develops world's first 3G UMTS DMB handset

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2007

Launches the industry's first dual-format, HD disc player and drive

1958

Founded as Gold Star

1960's

Produces Korea's first radios, TVs, refrigerators, washing machines, and air

conditioners

1995

Renamed LG Electronics

Acquires US-based Zenith

1997

World’s first CDMA digital mobile handsets supplied to Ameritech and GTE in

U.S. Achieves UL certification in U.S.

Develops world's first IC set for DTV

1998

Develops world’s first 60-inch plasma TV

1999

Establishes LG Philips LCD, a joint venture with Philips

2000

Launches world’s first Internet refrigerator.

Exports synchronous IMT-2000 to Marconi.

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Wireless of Italy Significant exports to Verizon Wireless in U.S.

2001

GSM mobile handset Exports to Russia, Italy, and Indonesia.

Establishes market leadership in Australian.

CDMA market Launches world’s first Internet washing machine, air

conditioner, and microwave oven

2002

Under LG Holding Company system, separates into LG Electronics and LG

Corporation.

Full-scale export of GPRS color mobile phones to Europe.

Establishes CDMA handset production line and R&D center in China

2003

Enters Northern European and Middle East GSM handset market

Achieves monthly export volume above 2.5million units (July)

Top global CDMA producer

2004

EVSB, the next-generation DTV transmission

technology, chosen to be the U.S./Canada

Industry standard by the US ATSC

Commercializes world’s first 55" all-in-one

LCD TV

Commercializes world’s first 71" plasma TV

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Develops world’s first Satellite- and Terrestrial-DMB handsets

2005

Becomes fourth-largest supplier of the mobile handsets market worldwide

Develops world’s first 3G UMTS DMB handset, 3G-based DVB-Hand Media

FLO DMB Phone with time-shift function and DMB notebook computer

Establishes LG-Nortel, a network solution joint venture with Nortel

2006

LG Chocolate, the first model in LG's Black Label series of premium handsets,

sells 7.5 million units worldwide

Develops the first single-scan 60" HD PDP module and 100-inch LCD TV

Establishes strategic partnership with UL

Acquires the world’s first IPv6 Gold Ready logo

2007

Launches the industry's first dual-format, high-definition disc player and drive

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3 Respondent Profile:

3.1 Gender profile :

Table 3.1 Indicating gender profile of the respondents

Gender No of Respondents Percentage

Male 37 74
Female 13 26
Total 50 100

Chart : 3.1 depicts table 3.1

GENDER PROFILE

Male
Female
Total

Interpretation:

74% of the respondents were male and

25% of the respondent s were female.

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3.2 Age profile :

Table 3.2 Indicating age profile of the respondent

Age No of Respondent Percentage

15-25 25 50
25-35 12 24
35-45 8 16
45& above 5 10

Chart 3.2 depicts Table 3.2

AGE PROFILE

15-25
25-35
35-45
45& above

Interpretation:

50% of the respondents falls in the age group of 15-25. 24% of the respondents

fall in the age group of 25-35, 16% of the respondents fall in the age group of

35-45 and 10% of the respondents fall in the age group of 45 and above.

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3.3 Occupation of the respondents :

Table 3.3 Indicating Occupation of the respondents

Occupation No of Respondents Purchase

Business men 6 12
Student 20 40
Shop –keeper 4 8
Profession 10 20
Others 10 20

Chart 3.3 depicts table 3.3

OCCUPATION PROFILE

Business men
Student
Shop –keeper
Profession
Others

Interpretation:

40 % of the respondents were students.

20 % of the respondents were Professors.

20% of the respondents were others.

12 % of the respondents were Business man.

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3.4 Income of the Respondents :

Table 3.4 Indicating Income of the respondents.

Income Level No of Respondents Percentage

Belove5000 30 60
Between -500- 1000 12 24
Above 10000 8 16

Chart 3.4 depicts table 3.4

INCOME PROFILE

Belove5000
Between -500- 1000
Above 10000

Interpretation:

60% of the respondent fall in the bracket of bselow5000, 24% fall in the

bracket of between 5000 –1000, 16% fall in the bracket above 10000.

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CHAPTER – IV

ANALYSIS

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4.1 Familiarity of the product :

Table 4.1 Indicating familiarity of the product LG Television.

Very Familiar 38 76
Some what familiar 8 16
Never heard 1 2
Heard but not used 3 6

Chart 4.1 depicts table 4.1

FAMILIARITY OF THE PRODUCT

1
2
3
4
5

Interpretation:

76% of the respondents were very familiar with LG .

16% of the respondents were some what familiar with LG .

6% of the respondents were Hard but not hard familiar with LG .

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2% of the respondents were never heard.

4.2 Source of the knowledge of LG Television :

Table 4.1 Indicating familiarity of the product LG Television.

Sources of LG TV No of respondents Percentage

Newspaper 8 16
Television 28 56
Word of mouth 10 20
Magazine 2 4
Other 2 4

Chart 4.2 depicts table 4.2

SOURCES OF KNOWLEDGE

New spaper
Television
Word of mouth
Magazine
Other

Interpretation:

56% of the respondents had the knowledge through television. 20%

of the respondents had the knowledge through word of mouth. 16%

of the respondents had the knowledge through Newspaper. 04% of

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the respondents had the knowledge through Magazine and 4%

through others.

4.3 Reason for preferring L G TV :

Table 4.3 Indicating reason the preparing oft LG Television

Reasons No of respondents Percentage

Looks Good 12 24
Quality 20 40
Price 10 20
Reputation 8 16

Chart 4.3 depicts table 4.3

REASONS FOR PREFERRING L. G. T V

Looks Good
Quality
Price
Reputation

Interpretation:

40% of the respondents says become a quality .

24% of the respondents says its look good.

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20% of the respondents says of price.

04% of the respondents says of reputation.

4.4 Opinion about cost of the product :

Table 4.4 Indicating the customers opinion about cost of the product.

Opinion No of respondents Percentage

Very expensive 12 24
Less expensive 12 24
Moderate 20 40
Economical 6 12

Chart 4.4 depicts table 4.4

OPINION ABOUT THE COST

Very expensive
Less expensive
Moderate
Economical

Interpretation:

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40% of the respondents told it is very expensive, 24% told it is less

expensive, 24% told it is moderate and 12% told it is economical.

4.5 Opinion about performance of the product :

Table 4.5 Indicating Opinion about performance of the product

Reasons No of respondents Percentage

Excellent 208 56
Good 10 20
Average 8 16
Below Average 4 8

Chart 4.5 depicts table 4.5

OPINION ABOUT PERFORMANCE OF THE

PRODUCT

Excellent
Good
Average
Below Average

Interpretation:

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56% of the respondents told excellent.

20% told good.

16% told average and 6% told below average.

4.6 Opinion about Quality :

Table 4.6 Indicating Opinion about the Quality.

Reasons No of respondents Percentage

Excellent 21 42
Good 15 30
Average 12 24
Below Average 2 4

Chart 4.6 depicts table 4.6

OPINION ABOUT THE QUALITY

Excellent
Good
Average
Below Average

Interpretation:

25
42% of the respondents said it is excellent.

30% said good.

24% said average and 4% said below average.

4.7 Best in LG compared to others :

Table 4.7 Indicating best in LG compares to others

Reasons No of respondents Percentage

Clarity of the screen 22 44
Easy operation 10 20
Service 12 24
Quality 6 12

Chart 4.7 depicts table 4.7

BEST IN L.G. COMPARED TO OTHERS

Clarity of the screen

Easy operation
Service
Quality

Interpretation:

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44% said it is best because of clarity, 24% said because of service,

20% said because of easy operation and 6% said because of quality.

4.8 Operation system of the product :

Table 4.8 Indicating Operating systems of the product

Reasons No of respondents Percentage

Very easy 38 76
Difficult 5 10
Not easy 7 14

Chart 4.8 depicts table 4.8

OPERATION SYSTEM OF L.G. TV

1
2
3
4

Interpretation:

76% said very easy.

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14% said not easy.10% said it is difficulty.

4.9 Satisfaction with guarantee and warranty :

Table 4.9 Indicating Satisfaction with guarantee and warrantor

Satisfactory No of respondents Percentage

Yes 44 88
No 6 12

Chart 4.9 depicts table 4.9

SATISFACTION WITH GUARANTEE AND

WARRANTEE

Satisfactory
Yes
No

Interpretation:

88% of the respondents were satisfied and 12% were not satisfied.

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4.10 Service of the LG Electronics :

Table 4.10 Indicating Service of the LG Electronics

Ratings No of respondents Percentage

Excellent 10 20
Good 25 50
Average 8 16
Below Average 7 14

Chart 4.10 depicts table 4.10

SERVICE RATINGS OF L.G. ELECTRONICS

Excellent
Good
Average
Below Average

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Interpretation:

50% of the respondents told that the services are excellent, 20% told

good, 16% told average and 14% told below average.

4.11 Accessibility of the product :

Table 4.11 Indicating Accessibility of product

Accessibility No of respondents Percentage

Easily available 48 96
Difficulty 2 4

Chart 4.11 depicts table 4.11

ACCESSIBILITY OF THE PRODUCT

Easily available
Difficulty

Interpretation:

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96% of the respondents said it is easily available and 4% said it is

difficulty.

4.12 Recommendations to the product :

Table 4.12 Indicating Recommendation to the product

Satisfactory No of respondents Percentage

Yes 40 80
N0 10 20

Chart 4.12 depicts table 4.12

1.5
NO
1 YES

0.5

0
1

Interpretation:

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80% of the respondents said that they will recommend to buy and

20% said that they won’t recommend to buy.

4.13 Overall satisfaction of the product :

Table 4.13 Indicating Overall satisfaction of the product

Satisfactory level No of respondents Percentage

High satisfied 14 28
Some what satisfied 26 52
Not satisfied 10 20

Chart 4.13 depicts table 4.13

OVERALL SATIS FACTION OF THE PRODUCT

High satisfied
Some what satisfied
Not satisfied

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Interpretation:

52% of the respondents were highly satisfied.

28% were some what satisfied and

20% were not satisfied.

CHAPTER – V

FINDINGS OF THE STUDY

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 The study shows males are more in number and females are less.

 Out of the 50 respondents 50% of the respondents falls in the age group

of 15-25. 24% of the respondents fall in the age group of 25-35, 16% of

the respondents fall in the age group of 35-45 and 10% of the

respondents fall in the age group of 45 and above.

 88% of the respondents are satisfied with the guarantee and warranty.

 This study shows that the students are more likely to use the L.G. t.v.

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 The study shows that most of the customers come to know about L G
television through the television.

 Out of 50 respondents 56% of the respondents told excellent, 20%

told good,16% told average and 6% told below average

 50% of the respondents are highly rating the clarity of the screen of the
product.

 50% of the respondents told that the services are excellent, 20%

told good, 16% told average and 14% told below average.

 40% of the respondents are comes under the moderate price for the
product.

 52% of the respondents are highly satisfied with the product.

 80% of the respondents recommend to buy the product.

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CHAPTER – VI

SUGGESTIONS

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 Needs to decrease price in rural areas .

 It needs to improve in services to satisfy the consumers.

 It needs to change the pricing strategy in rural areas.

 It needs to improve the quality of the product.

 Special offers, etc,.

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CHAPTER – VII

CONCLUSION

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 India has large number of population. Among that only one

third of population are aware of LG remaining are not aware of LG. Hence

decrease in price and creating various types of advertisements will cover whole

part of India. There is a aggressive chance of marketing taking place. This will

increase the sales and retains the large number of customers.

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