e-ISSN: 2582-5208
International Research Journal of Modernization in Engineering Technology and Science
( Peer-Reviewed, Open Access, Fully Refereed International Journal )
Volume:05/Issue:07/July-2023 Impact Factor- 7.868 www.irjmets.com
A STUDY ON CUSTOMER SATISFACTION TOWARDS HP LAPTOPS (WITH
SPECIAL REFERENCE TO PRIVATE LISTED ARTS COLLEGES IN
COIMBATORE CITY)
Dr. R. Mayilsamy*1, Mr. S. Dhanin*2
*1Associate Professor, Department Of Commerce With Professional Accounting, Dr. N.G.P. Arts And
Science College, Coimbatore, Tamilnadu, India.
*2Student Of III B.Com. (PA), Department Of Commerce With Professional Accounting,
Dr. N.G.P. Arts And Science College, Coimbatore, Tamilnadu, India.
DOI : https://www.doi.org/10.56726/IRJMETS43696
ABSTRACT
Indian customer segment is broadly segregated into urban and rural markets and is attracting marketers from
across the world. Global corporations view India as one of the key markets from where future growth is likely
to emerge. Philip Kotler defines marketing as “A social process by which individuals and groups obtain what
they need and want through creating, offering and freely exchanging products and services of value with
others”. Customers of this millennium have become more concerned about their daily work schedule and also
inclined to maintain the quality of life which is reflected through the preferential consumption of those
products that reduces man work using technology as well as provide maximum satisfaction. Computer is a
remarkable machine. People are living in the processor age today and most of our daytime activities cannot be
accomplished with any using computers. Laptops are worn in Schools, Hotels, Banks and grocery shops and in
house also for various purposes.
Keywords: Laptops, Customer Satisfaction, Accessibility, HP, Growth In Technology.
I. INTRODUCTION
A laptop is a machine that manipulates data according to a list of instructions. Modern laptops are based on
comparatively tiny integrated circuits and are millions to billions of times more capable while occupying a
fraction of the space. The laptops are small, simple devices that are used to control other devices. The ability to
store and execute list of instructions called programs. Laptops extremely versatile and distinguishes them from
calculators. All customers before buying, they often take public opinion, and rating of already purchased
customer. New technologies not only impact the goals to be achieved but also how we desire to achieve such
goals. Customer satisfaction is very important role in retaining existing customers and forming new customers.
HP laptop is one of the leading brands in India. Customer satisfaction is essentially a key driver when it comes
to any product. This study also aims at identifying customer’s satisfaction towards usage of HP Laptops.
STATEMENT OF THE PROBLEM
Customers are the master of their money and they have an enormous influence on the economic market.
Change because they possess ability to implement and coordinate their choice of spending or saving in the
purchase decision. Satisfaction and accurate target in finding out what customers are aware and thereby
offering products according to their needs will help the industry stakeholders to enrich their customer
experience and accelerate growth of the market. Now a day laptop becomes more essential equipment to
complete a work faster in human beings. The study mainly aims at bringing out the attitude of the customer
towards the satisfaction of HP laptop. Many companies are involving in selling laptop computers. So, the
customer has a wide choice of particular brands to choose laptop.
OBJECTIVES OF THE STUDY
o To identify the factors influencing the customer to purchase the HP laptop.
o To know the customer grievances and changes need to be adopted in handling of HP laptops.
o To evaluate satisfaction level of the customers towards HP laptop.
o To emphasis the effectiveness of advertisement that create brand awareness among the customers of
sample survey.
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e-ISSN: 2582-5208
International Research Journal of Modernization in Engineering Technology and Science
( Peer-Reviewed, Open Access, Fully Refereed International Journal )
Volume:05/Issue:07/July-2023 Impact Factor- 7.868 www.irjmets.com
II. REVIEW OF LITERATURE
Mr. Umer Shehzad et al (2014)6 in an article “Influence of brand name on consumer choice & decision”
investigated that brand name plays a crucial role to enhance the performance of any company or business.
Brand name is the tool which can positively change people’s buying behaviours. The purpose of this study is to
examine the Effect of brand name on consumer buying behaviour in university students of Gujranwala,
Faisalabad and Lahore. Questionnaire survey was used to collect the data by using non probability convenient
sampling technique. The researchers sent 300 questionnaires to the different university students in above
mentioned cities, in which 250 responses were collected in the period of one month. In the last part of article
with conclusion the future recommendations and practical implications were also included. A brand can
influence whether consumer notice the products or not. Moreover, branding can influence how consumer
quickly buys the product. This depends how consumer feel your product. Brand attention also effect on
consumer decision.
Mr. Rohtas (2018)7, this study directed to know the consumer satisfaction towards Patanjali dantkanti
toothpaste. The herbs found in this medication are compelling in keeping up the quality of tooth and gums. The
main objective of this study is to identify the various factor influencing customer in purchasing of the
toothpaste. Consumer satisfaction has been a mainstream subject in showcasing practice and scholastic
research since Cardozo's (1965) starting investigation of client exertion, desires and fulfilment. Toothpaste
helps to keep your teeth perfect and solid, gives you pleasant breath anticipates against plaque, pits, gum illness
and keeps teeth white. It is discovered that from the investigation of greater part 40% of the respondents are
goes under the time of gathering underneath 20 years.
III. RESEARCH METHODOLOGY
Nature of Data Primary and Secondary data
Source of Data Journals, Previous Study
Sample Size 120 respondents
Percentage Analysis, Rank Analysis, and Likert
Tools
Scale Analysis.
IV. ANALYSIS AND INTERPRETATION
Table 1: Showing Source Of Awareness Of Hp Laptops
S.NO PARTICULARS NO. OF RESPONDENTS PERCENTAGE (%)
1 Online Portal 39 33
2 Showroom 53 44
3 Intermediates 21 18
4 Others 7 6
120 100
(Source: Primary Data)
INTERPRETATION:
The table 4.1.8 shows that out of 120 respondents, 33 % (39) of the respondents prefer buying online, 44%
(53) of the respondents prefer buying in Showroom, 18% (21) of the respondents prefer buying through
intermediaries, and only 6 % (7) of the respondents prefer buying through other methods and means.
Table 2: Showing Location Where Respondents Prefer To Buy Hp Laptops
S.NO PARTICULARS NO. OF RESPONDENTS PERCENTAGE (%)
1 Newspapers/Magazines 32 27
2 Friends 35 29
3 Relatives 43 36
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e-ISSN: 2582-5208
International Research Journal of Modernization in Engineering Technology and Science
( Peer-Reviewed, Open Access, Fully Refereed International Journal )
Volume:05/Issue:07/July-2023 Impact Factor- 7.868 www.irjmets.com
4 Existing Customers 10 8
120 100
(Source: Primary Data)
INTERPRETATION:
The table 4.1.6 shows the source of awareness about HP laptops, out of 120 respondents, 27% (32) of the
respondents came to know about HP laptops from newspapers and magazines, 29% (35) of the respondents
came to know about HP laptops from Friends, 36% (43) of the respondents came to know about HP laptops
from Relatives, 8% (10) of the respondents came to know about HP laptops from Existing Customers.
Table 3: Showing The Satisfaction Level Of The Customers Using Hp Laptops For The Following Characteristics
NO. OF
S.NO DISPLAY LIKERT SCALE(X) TOTAL(FX)
RESPONDENTS
1 Highly Satisfied 63 5 315
2 Satisfied 27 4 108
3 Neutral 17 3 51
4 Dissatisfied 4 2 8
5 Highly Dissatisfied 9 1 9
120 491
(Source: Primary Data)
Likert scale = ∑ (FX)/ Total no of respondents
= 491/120
= 4.09
INFERENCE
Likert scale value 4.09 is greater than the middle value (3), so the respondents are satisfied with the display of
HP laptops
Table 4: Showing Rank Of The Factors Which Influenced The Respondents To Buy Hp Laptops
FACTORS 1 2 3 4 5 6 TOTAL RANK
Price 15(6) 6(5) 1(4) 8(3) 15(2) 75(1) 253 5
Quality 6(5) 14(5) 6(4) 9(3) 79(2) 10(1) 301 4
Availability 5(6) 2(5) 22(4) 81(3) 5(2) 5(1) 227 6
Brand Image 4(6) 4(5) 83(3) 17(3) 5(2) 7(1) 444 3
Efficiency 11(6) 83(5) 5(4) 3(3) 14(2) 4(1) 542 2
Service 83(6) 11(5) 3(4) 2(3) 2(2) 19(1) 594 1
(Source: Primary Data)
INTERPRETATION:
In the table 4.3, it is understood that Service is ranked as 1, Efficiency is ranked as 2, Brand Image is ranked as
3, Quality is ranked as 4, Price is ranked as 5, and Availability is ranked as 6
V. FINDINGS
o 64.2% of the respondents lies between 20 to 25 years.
o 55% of the respondents were Male.
o 70.8% of the respondents were diploma/under graduates.
o 9.2% of the respondents were Post graduates.
o 51.7% of the respondents were earning up to Rs.20,000 •
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e-ISSN: 2582-5208
International Research Journal of Modernization in Engineering Technology and Science
( Peer-Reviewed, Open Access, Fully Refereed International Journal )
Volume:05/Issue:07/July-2023 Impact Factor- 7.868 www.irjmets.com
o 4.2% of the respondents are part time workers
o 29.2% of the respondents came to know about HP laptops from friends
o 54.2% of the respondents choose HP Brand than other available brands in the market
o 6.7% of the respondents choose Apple rather than HP
o 44.2% of the respondents prefer buying Laptop in Showrooms
o 50.8% of the respondents bought laptop for educational purposes
o 49.2% of the respondents agreed that they buy HP laptops for the availability of features
o 40.8% of the respondents prefer spending Rs.20,000-Rs.25,000 for buying HP laptops
o 18.3% of the respondents buy HP laptops for the display
o 2.5% of the respondents prefer spending greater than Rs.50,000 for buying HP laptops
o 60.8% of the respondents will recommend HP laptops to other
VI. SUGGESTIONS
From the study, we can find out the satisfaction level of HP laptops by customers. Some of the suggestions
based on the study are as follows:
❖ The dealers can boost up the sales of the product by means of increasing gifts and exciting discounts the
customers as they prefer more offers and Schemes
❖ While using the product majority of the people felt that battery life hasn’t been as expected, so the
manufacturers can use effective ways for betterment of battery.
❖ It is suggested that the laptop can offer low cost comparatively better than other products The factors which
influence the customers is buying decision is extended service and maintenance. So, the company has to spend
or give a good and quality services and a greater number of showrooms in retail area
VII. CONCLUSION
Customers are the end user, and they choose a product based on their need. A laptop purchase generally
depends on specifications. They choose the products where they can save time, money and effort, then finally
move to the particular aspects of the HP. This study is based on the demographic factors such as age, income,
gender, and education, it plays essential role in the product selection. Customers mainly vary in choosing a
product based on their significance for patronage factors of dealer. Nowadays, customers are more concern
about service, quality and availability of new products. To improve the customer affinity dealer must aware
about the product quality and store convenience. For a long tenure of the business trends, the dealer must give
assurance to the quality and availability of new products. Dealer should satisfy the customers by giving good
product to increase the sales and profit.
VIII. REFERENCE
[1] Mr. Suresh.V and Vetri Selvi.M (2018), “The Customers Satisfaction on laptop design and preferences at
Chennai City”. Volume 12,(2018), M-infiniti -Journal of Management, Special Issue6 June 2022 | ISSN:
2320-2882,PP.No 787-791.
[2] Mrs. J.Arokia Ashwin Kumar and S. Gandhimathi (2021), “A Study on Customer Satisfaction level
towards HP Laptops”. EPRA International journal of research and development (IJRD), Volume
6,Issue.no.5, May 2021, pp.np.194-197 , ISSN: 2455-7838.
[3] Henrieta Hrablik Chovanovaa, et al (2015), “Impact of brand on Consumer Behaviour”. Business
Economics and Management 2015 Conference (BEM2015), pp.no.615-621, ISSN:2212-5671 4. Mr. S.
Madhan Kumar and Mr. V. Sathish Kumar (2009), “A study on consumer preference and satisfaction
towards laptops with special reference to erode”. International journal of Business and Management
(IOSR-JBM) ISSN: 2319-7668, pp.no.54-56.
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