Executive summary:

In this research we tried to find out the perception of customers abut the satisfaction of Rahimafrooz IPS service. Service quality and brand image is the main reason for using the IPS service. We found that almost 90% of the people are satisfied and want to retain with the companys service. Most of them will also recommend to others about the service. But 70% of the customer thinks, the price is high and the customer care is good till the warranty card is valid. The price can be reset for the convenience of customers and installment system can be introduced to increase their sales. 24-hours customer care can also be given for the customer delight which will be a new dimension for the IPS service. Above all it can be said the customer of Rahimafrooz IPS service is satisfied and dont want to switch the brand.

Problem definition:

We tried to find out the perception of the customers satisfaction about the Rahimafrooz IPS service. We have tried to get the different information about the research from
different sources, especially from the primary data sources based on the surveys. We also collected data from the secondary data sources, like internet. We made continuous contact as a discussion manager to our dear madam Mrs. Nazia Nabi and talk with the companys executive to find out the real information. We conducted this exploratory research to find out the satisfied or dissatisfied perception of the customers and will they stay with the IPS service in future? So our management decision problem (M.D.P) and marketing research problem (M.R.P) is clear. M.D.P. Are the customers satisfied to stay with the companys IPS service?

M.R.P. Evaluate the factors that effect or create negative impression of the customers satisfaction.

Approach to the problem:

The clear objective of conducting this research is to find out the perception of the customers about Rahimafrooz IPS service. So in order to do that, we have developed a questionnaire and have done a survey on it. We have done this survey on two classes of people based on their income range, one is 30000-40000 and the other one is 15000-25000. After the survey we tried to find out the intention of the customers that they will retain with the service or not.
We are presenting here some sample of research question based on which we did the survey to find the perception. We are also presenting the verbal model & graphical model that we have performed to complete the report.

Q: 1: How is the service performance of Rahimafrooz IPS? ---- (a) Good (b) Bad (c) average (d) Best (e) worst (f)Dont care. Q: 2: How is their customer care service? ---- (a) Good (b) Bad (c) average (d) Best (e) worst. Q: 3. Do you think the company worth the price, they set? ---- (a) High Price (b) Low Price (c) Reasonable Price (d) Its ok, but.

Verbal model: Customer purchases the IPS system and consumes the service for a longer period of time. Then they evaluate the service performance of the service. If they see any technological problem they call for help to the customer care service. In a way the judge the customer cares service. Then they evaluate the price. They take into consideration that, the service that IPS provides is worth to the price they take. Then they feel satisfied or dissatisfied.

Graphical model:

IPS Users Service Performance Service Problems Customer Care Service Price

Satisfaction Or Dissatisfaction

Research design:

We tried to find out all the information that is needed to make the report effective and to make a good exploratory research. Different types of information such as price perception, service performance perception, customer care perception, verbal model and

graphical model and many more information about customers perception about satisfaction is collected to do this research.
We have collected the data from many secondary sources also. We got them from internet, books, friends, madam and so other sources. We got the primary data through conducting our own survey and observations. We have prepared the questionnaire about the factors that relates to the customers satisfaction and collected the answers of them to complete our report with reliable information. We have used the scaling technique to measure the answers of the questions. It includes a scale that contains various measures. A sample is given below: 1 (Good) 2 (Best) 3 (Average) 4 (Bad) 5 (Worst) First of all we have prepared our questionnaire and presented to our dear madam. Then we have gone finally to collect our data by using this questionnaire. We have taken our sample according to the direction of our course instructor. Our sample size is thirty four. In 34 respondents, 17 were Rahimafrooz IPS users and 17 were other brands user. We have selected the professional, general people and others as our sample. Both male and female is included in our sample. We did not use any specific technique to find out the sample for doing the report.

We have performed our field work to make the report perfectly and to make the report reliable to all. We went to the many respondents to collect our data. We have started our field work after doing all the primary activities of the research. We have gone to respondents houses, offices and other places to collect the information. We have also used telephones to collect information. We tried to give our best effort to make the research effective and authentic.

Data analysis:

To analyze the data we have used the frequency distribution method. From the data or information we find that, Out of 17 users, 05 users use only for brand image which is 29.41%, 08 users use only for service quality which is 47.05%, 03 users use for both brand image and quality which is 17.65%. Out of 34 respondents, 24 respondents said price is high which is 70.59%, and 10 respondents said reasonable price which is 29.41%. Out of 17 user, 09 said service performance is best which is 52.94%, 07 users said customer care department is best which is 41.2%, and 01 said both service and customer care is best which is 5.88%. Out of 17 Rahimafrooz users, 13 users are satisfied which is 76.47%, 01 is dissatisfied which is 5.88% and 03 users are satisfied but confused which is 17.65%. 17.65% users want a little more.

Reason to Use: (17 Respondents in 2010)

Parameter Brand Image Service quality Brand+ Customer care service Both Brand Image + Quality

Frequenc y 5 8 1 3

Percentage (%) 29.41 47.05 5.88 17.66

Cumulative Percentage 29.41 76.46 82.34 100

Reason to Use: (30 Respondents in 2011)

Parameter Brand Image Service quality Brand+ Customer care service Both Brand Image + Quality

Frequenc y 13 2 4 11

Percentage Cumulative (%) Percentage 43.3 43.3 6.7 50 13.3 63.3 36.7 100

Price Perception: (30 Respondents = User + Non-user in 2010)

Parameter

Frequency Percentage Cumulative (%) Percentage

High price Low price

24 00

70.59 0 29.41

70.59 70.59 100.00

Reasonable 10 price

Price Perception: (40 Respondents = User + Non-user in2011)

Parameter

Frequency Percentage Cumulative (%) Percentage

High price Low price Reasonable price

34 0 6

85 0 15

85 85 100

Best department Perception: (17 Respondents in 2010)

Parameter

Frequency

Percentage (%) 52.94 41.18

Cumulative Percentage 52.94 94.12

Service performance Customer Care Service Service quality + Customer Care Service

09 07

01

05.88

100.00

Best department Perception: (30 Respondents in 2011)

Parameter

Frequency Percentage Cumulative (%) Percentage

Service performance Customer Care Service

6.7

6.7

28

93.3

100

10

Satisfaction: (17 User respondent in 2010)

Parameter

Frequency

Percentage (%) 76.47 5.88 17.65

Cumulative Percentage 76.47 82.35 100.00

Satisfied Dissatisfied Satisfied, but .. (confused)

13 01 03

Satisfaction: (30 User respondent in 2011)

Parameter

Frequency Percentage Cumulative (%) Percentage 11 7 12 36.7 23.3 40 36.7 60 100

Satisfied Dissatisfied Satisfied, but .. (confused)

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Findings:

Service quality and brand image is the main reason for using the IPS service. Their brand image is in no.1 position in the market. On an average 90% of the people are satisfied. Most of the users will not switch the brand and will recommend to others. 70% customers think the price is high. Technological problem can occur at any time, if happens they try to fix it as soon as possible. Thats why their customer care service is very good. Some says their customer care is good till the warranty card is valid. Later on, they dont care about the customer. Many say the battery quality is not good. They use china battery which is not reliable. There is no installment payment for the customers, in case of purchasing. Customers want the price re-setting.

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Limitations:

Preparation of this report on the perception of Rahimafrooz IPS services involves a number of limitations in its various stages. While preparing the report we face the following problems which we tried best to avoid: Collection of data is a hard job in this stage of project, because many respondents were very busy because of their occupation. We had limited time to complete the task. We got one and half month to complete the research which is very difficult to perform within this time frame. To do this research we have some cost constraints. We needed traffic fare, phone bills and other miscellaneous cost to conduct this report which was a bit tough for us to afford.

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Recommendations and conclusion:

As most of the customer says the price is high, its better to re-set the price. It will increase the sales of their service. If they can afford 24-hours customer care service, customers will be delighted. Sometimes technological problems occur at midnight, and then they have to spend their whole night in hot environment. But they bought the service to avoid this situation. So if possible, make the customer delight and it will create new dimension for the IPS service. Above all it can be said the customer of Rahimafrooz IPS service is satisfied and dont want to switch the brand.

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APPENDIX

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