INDEX

Chapter Topic Page Number

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 INTRODUCTION

CUSTOMER:
A customer is someone who purchases goods or services from a business. They are
essentially the end-users or consumers of products or services provided by a company.
Customers play a crucial role in the success of businesses as they drive revenue and provide
feedback that helps companies improve their offerings. Whether it's buying a product in a
store, subscribing to a service online, or engaging in a business transaction, customers are at
the center of commercial activities.
TYPES OF CUSTOMER:
Customers can be categorized in various ways based on different criteria. Here are some
common types of customers:

 Consumer Customers : These are individuals who purchase goods or services for
their personal use or consumption.

 Business Customers: Also known as B2B (business-to-business) customers, these are

organizations or businesses that buy goods or services to support their own operations
or to resell them.

 Retail Customers: These are customers who purchase products directly from retail
stores, either in-person or online.

 Wholesale Customers: Wholesale customers buy products in bulk from

manufacturers or distributors at a discounted price and then resell them to retailers or
end consumers.

 Repeat Customers: These are customers who make multiple purchases from a
business over time. They are valuable to businesses because they provide consistent
revenue and often require less marketing effort to retain.

 New Customers: New customers are individuals or businesses who make their first
purchase from a company. Acquiring new customers is essential for business growth.

 Loyal Customers: Loyal customers are those who have a strong attachment to a
brand or company and consistently choose to buy from them over competitors. They
often advocate for the brand and provide valuable word-of-mouth marketing.
  Impulse Buyers: These customers make purchases spontaneously, often without
much prior planning or consideration.

 Discount Customers: Discount customers are price-sensitive and are primarily

motivated by getting the best deal or discount on their purchases.

 High Value Customers: These are customers who spend a significant amount of
money with a business or have the potential to do so in the future. They often receive
special treatment or perks from the company to maintain their loyalty.

Understanding the different types of customers allows businesses to tailor their marketing
strategies, product offerings, and customer service efforts to better meet the needs and
preferences of their target audience.
Customer Awareness
Customer awareness refers to the extent to which potential or existing customers are
knowledgeable about a product, service, brand, or company. It's essentially the level of
understanding and recognition that customers have regarding a business and what it
offers .High customer awareness means that customers are well-informed about the product
or service, its features, benefits, and how it compares to alternatives in the market. They may
also be familiar with the brand's reputation, values, and positioning.

Key benefits of Consumer Awareness

Consumer awareness is crucial for both consumers and businesses. Here are some key
benefits:

 Informed Decision-Making: When consumers are aware of their rights, the quality
of products or services, and the prices in the market, they can make more informed
purchasing decisions. This leads to better satisfaction with their purchases and reduces
the risk of making poor choices.

 Protection from Exploitation: Consumer awareness helps protect individuals from

unethical or fraudulent practices by businesses. When consumers know their rights
and are aware of deceptive marketing tactics, they are less likely to be exploited or
milled into purchasing substandard products or services.

 Market Competition and Innovation: Increased consumer awareness fosters healthy

market competition. Businesses are compelled to improve the quality of their
products, offer competitive prices, and provide better customer service to attract and
 retain consumers. This competition often leads to innovation and the development of
new products and services to meet consumer needs and preferences.

 Product Safety and Quality: When consumers are aware of product safety standards
and quality certifications, they can choose products that meet their expectations in
terms of safety and performance. This encourages businesses to prioritize product
safety and quality control measures to maintain consumer trust and loyalty.

 Environmental and Social Responsibility: Consumer awareness about

environmental sustainability and social responsibility practices of businesses
influences purchasing decisions. Businesses that demonstrate ethical and sustainable
practices are more likely to attract environmentally and socially conscious consumers,
driving positive change in society and the environment.

 Empowerment and Advocacy: Consumer awareness empowers individuals to

advocate for their rights and interests. Informed consumers can voice their concerns,
provide feedback, and engage in collective action to address issues such as unfair
business practices, product defects, or environmental concerns.

 Efficient Market Dynamics: Informed consumers contribute to the efficient

functioning of markets by creating demand for products and services that meet their
needs and preferences. This leads to better resource allocation, improved market
transparency, and overall economic efficiency.

Overall, consumer awareness plays a vital role in promoting fair and transparent market
dynamics, empowering individuals, and driving positive outcomes for both consumers and
businesses.
 Industry Profile

The electronics industry encompasses a wide range of businesses involved in the design,
manufacturing, distribution, and sale of electronic components, devices, and systems.

GOAL
The electronics industry’s main goal is driving innovation, economic growth, and societal
development through the continuous advancement and proliferation of electronic
technologies and solutions.
MARKET ANALYSIS
The Indian electronics market is rapidly growing, driven by factors like increasing digital
adoption, rising disposable incomes, and government initiatives to promote domestic
manufacturing.
The India consumer electronics market size was valued at USD 73.73 billion in 2022 and is
expected to grow at a compound annual growth rate (CAGR) of 6.8% from 2023 to 2030.
India provides a worldwide opportunity for short to medium-term growth in consumer
electronics spending. Minimal penetration rates, as against other upcoming markets, portray a
better prospect to sell to first-time buying households, along with replacement devices to the
middle class.

(source https://www.grandviewresearch.com)

Some leading brands of Indian electronics are as follows:

 Bharat Electronics,
 Godrej
 Samsung
 Bajaj Electronics
 Havells
 Intex Technologies
 Centum Electronics
 Micromax Informatic ltd.
Each companies policies varies from one another:
The services provided by them are –

 Home delivery
 EMI
 Loans
 Servicing.
 Company Profile

Susmita Electronics Private Limited (SEPL) is a leading player in the electronic industry,
specializing in the design, manufacturing, and distribution of cutting-edge electronic
components and devices. With a commitment to innovation and quality, we strive to deliver
reliable solutions that empower individuals and businesses in various sectors.

Products :

 Mobile
 Air Conditioner
 TV
 Refrigerator
 Air Cooler
 Washing Machine
 Kitchen Apliances

Core Values :

Innovation: We foster a culture of innovation, encouraging creativity and continuous

improvement in all aspects of our operations.

Quality: We uphold the highest standards of quality in our products and services, ensuring
reliability, performance, and customer satisfaction.

Customer-Centric: We are dedicated to understanding and exceeding the expectations of our

customers by delivering personalized solutions and exceptional service.

Integrity: We conduct our business with honesty, transparency, and ethical behavior, earning
the trust and respect of our stakeholders.

Sustainability: We are committed to environmental responsibility and sustainability,

minimizing our ecological footprint and promoting eco-friendly practices throughout our
operations.
Products and Services:

Electronic Components: Susmita Electronics Limited offers a comprehensive range of

electronic components, including semiconductors, passive components, connectors, and
sensors, catering to diverse industries such as telecommunications, automotive, healthcare,
and consumer electronics.

Consumer Electronics: Our portfolio includes a wide range of consumer electronics

products, including smartphones, tablets, laptops, audio devices, and accessories, designed to
enhance connectivity, entertainment, and productivity.

Industrial Electronics: We provide innovative solutions for industrial automation, control

systems, power electronics, and IoT applications, enabling efficiency, reliability, and
scalability in industrial processes.

Custom Solutions: Susmita Electronics Limited collaborates with clients to develop custom
electronic solutions tailored to their specific requirements, leveraging our expertise in design,
engineering, and manufacturing.
 Objective Of The Study

The objectives of the study are as follows :-

 To study and analyse customer awareness of any electronic products.

 To understand the effectiveness of activities.
 To understand the customer awareness about features of SEPL.
 To understand customer satisfaction level.
Literature Review
 Research Methodology

Research Methodology

It is a method to ensure reliable and valid result in a systematically way.

there are two types of data –

1. Primary Data.
2. Secondary Data.

Primary Data
These are the information that surveyor or researcher has collected from the feedback given
by respondents.
Secondary Data
These are the data that were collected from original sources, websites, publications, and so
forth.
Population
It is a group of individual from which a sample is drawn for a study.
Sample Size
Sample size it refers to the numbers of individual included in the study.
Statistical Tool
The statistical tools are the tools that are used to apply statistical approaches. Statistics is a
large discipline of science concerned with the gathering, organisation, and presentation of
statistical data.
Limitations

 The origin of survey is limited only in one enterprise.

 The time period of conducting the survey is less only 3 months
 Only primary data is collected.
Random Sampling
Random sampling is a method of selecting items from a population that involves randomly
selecting one out of every number of possible items. Randomly selected samples are intended
to be an unbiased representation of the entire population.
Survey Method – Questionnaire
Sampling Method – Random Sampling
Study Unit - SEPL
Data Collection – Primary collect from Susmita Electronics Private Limited (Naihati)
Sample Size – 50
Time Period – 3Months From 9th January – 9th March
Statistical Tools – Graphs, Charts and Tables.
 Data Interpretation And Analysis

1. Age group of the customers

AGE NO OF PERSONS

18-25 10

26-35 21

36-45 15

46-60 9

60 + 5

Total 60

8% 18-25
17%
26-35
15% 36-45
40-60
60+.

35%
25%
2. Gender of the customers

Gender No of Customers

Male 35

Female 23

Transgender 2

Total 60

Gender

3%
Male
Female
Transgender
38%

58%
3. Occupation of the customers

Occupation No of respondents

Service 10

Professionals 15

Business 25

Others 10

Total 60

Occupation

17% 17%
SERVICE
PROFESSIONALS
BUISNESS
OTHERS
25%

42%
4. In which area electrical appliances generally used

Area Percentages

Cities 80

Rural areas 20

Total 100

Sales

20%

Cities
Rural area

80%

5. In which areas electrical services are easier.

 Area Percentage

Panchayet area 10

Municipal area 40

Corporation area 50

Total 100

Percentage
60

50

40

30

20

10

0
Panchayet area Municipal area Corporation area

Percentage

6. Category of the customers for satisfactions in price.

 Category Percentage of satisfaction level

Student with graduation level 10

Student with Post graduation level 30

Businesspeople 40

Common people 10

Total 100

Satisfaction level category

11% 11%

33%

44%

Graduate PG Buisness people Common people

7. Do you frequently visit SEPL.

Frequently visit to SEPL NO. of people

 Yes 50

No 10

Total 60

No of customers who frequently visits

No Yes

8. How do you came to know about SEPL ?

How doyou came to know SEPL No of persons

Banner 5

Refference 5

Digital marketing 2
 Store visit 10

Telemarketing 25

Direct sales 5

Total 50

How do you came to know about SEPL

30

25

20

15

10

0
Banner Refference Digital marketing Store visit Telemarketing Direct sales

How do you came to know about SEPL

9. Are you an existing customer of SEPL ?

Existing customer of SEPL No of persons

Yes 50

No 10
 Total 60

Existing customer of SEPL

60

50

40

30

20

10

0
Yes No

Existing customer of SEPL

10. Which promotional technique attracts you ?

Promotional technique No of persons

Discount 35

EMI 15

Gifts 10

Total 60
 Promotional techniques
40

35

30

25

20

15

10

0
Discount EMI Gifts

Promotional techniques

11. After sales service .

After sales service ratings No of persons

1 -

2 5

3 10

4 15
 5 30

Total 60

Rating
Rating

35

30

25

20

15

10

0
1 2 3 4 5

12. Responds towards customers.

Responds of staffs No of persons

Good 40

Very good 15

Average 5

Very good -

Others -
Total 60

No of customers
45

40

35

30

25

20

15

10

0
Very bad Bad Average Good Very good

Rating