Descriptive Statistics

N Mean Std. Deviation Minimum Maximum

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 =
114 2.39 1.503 1 5
Important, 4 = Slightly
important, 5 = Not so
important)
[Speed/Promptness in the
Service]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
114 2.48 1.123 1 5
Fairly important, 3 =
Important, 4 = Slightly
important, 5 = Not so
important) [Quality of Repair]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 = 114 3.11 .886 1 5
Important, 4 = Slightly
important, 5 = Not so
important) [Service
Responsiveness]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 = 114 3.53 1.206 1 5
Important, 4 = Slightly
important, 5 = Not so
important) [Behavior of the
Management]
 Descriptive Statistics

N Mean Std. Deviation Minimum Maximum

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 =
114 2.39 1.503 1 5
Important, 4 = Slightly
important, 5 = Not so
important)
[Speed/Promptness in the
Service]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
114 2.48 1.123 1 5
Fairly important, 3 =
Important, 4 = Slightly
important, 5 = Not so
important) [Quality of Repair]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 = 114 3.11 .886 1 5
Important, 4 = Slightly
important, 5 = Not so
important) [Service
Responsiveness]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 = 114 3.53 1.206 1 5
Important, 4 = Slightly
important, 5 = Not so
important) [Behavior of the
Management]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 = 114 3.49 1.776 1 5
Important, 4 = Slightly
important, 5 = Not so
 Ranks

Mean Rank

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 =
2.39
Important, 4 = Slightly
important, 5 = Not so
important)
[Speed/Promptness in the
Service]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
2.48
Fairly important, 3 =
Important, 4 = Slightly
important, 5 = Not so
important) [Quality of Repair]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 = 3.11
Important, 4 = Slightly
important, 5 = Not so
important) [Service
Responsiveness]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 = 3.53
Important, 4 = Slightly
important, 5 = Not so
important) [Behavior of the
Management]
 Ranks

Mean Rank

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 =
2.39
Important, 4 = Slightly
important, 5 = Not so
important)
[Speed/Promptness in the
Service]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
2.48
Fairly important, 3 =
Important, 4 = Slightly
important, 5 = Not so
important) [Quality of Repair]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 = 3.11
Important, 4 = Slightly
important, 5 = Not so
important) [Service
Responsiveness]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 = 3.53
Important, 4 = Slightly
important, 5 = Not so
important) [Behavior of the
Management]

Rank the factors of the after

sales of the companies
according to their importance
( 1 = Very important, 2 =
Fairly important, 3 = 3.49
Important, 4 = Slightly
important, 5 = Not so
 Test Statisticsa

N 114

Chi-Square 53.060

df 4

Asymp. Sig. .000

a. Friedman Test

Step 1
H0: There is no specific preference of the factors in the after sales service.

H1: There is specific preference of the factors in the after sales service.

Step 2

Significance Level, α = 0.05

Step 3

Test Applied: Friedman’s Test

Step 4

If p>0.05 then Accept H0, Reject H1

If p<0.05 then Accept H1, Reject H0

Step 5

P<0.05 Accept H1

Step 6

There is specific preference of the factors in the after sales service.

Step 7

THERE IS A SPECIFIC PREFERENCE GIVEN TO THE FACTORS WHILE CHOOSING AN

AFTER SALE SERVICE. ACCORDING TO THE RESULT PEOPLE PREFER SPEED AND
PROMPTNESS OF AFTER SALES SERVICE AS AN PRIORITY
 Descriptives

How prompt is your post-sales service after lodging the complaints to the company

95% Confidence Interval for Mean

N Mean Std. Deviation Std. Error Lower Bound Upper Bound Minimum Maximum

Samsung 37 1.35 .538 .088 1.17 1.53 1 3

Sony 18 1.83 .618 .146 1.53 2.14 1 3

LG 27 1.52 .643 .124 1.26 1.77 1 3

Whirlpool 19 2.11 .459 .105 1.88 2.33 1 3

Panasonic 7 1.57 .535 .202 1.08 2.07 1 2

Others 6 1.67 .816 .333 .81 2.52 1 3

Total 114 1.62 .630 .059 1.51 1.74 1 3

Test of Homogeneity of Variances

How prompt is your post-sales service after lodging the

complaints to the company

Levene Statistic df1 df2 Sig.

2.742 5 108 .023

ANOVA

How prompt is your post-sales service after lodging the complaints to the company

Sum of Squares df Mean Square F Sig.

Between Groups 8.270 5 1.654 4.893 .000

Within Groups 36.510 108 .338

Total 44.781 113

Multiple Comparisons

How prompt is your post-sales service after lodging the complaints to the company
Bonferroni

(I) Which (J) Which Mean Difference Std. Error Sig. 95% Confidence Interval
Company Company (I-J)
provides you provides you
the best after the best after
sales sales
warranty? warranty? Lower Bound Upper Bound

Samsung Sony -.482 .167 .071 -.98 .02

LG -.167 .147 1.000 -.61 .27

Whirlpool -.754* .164 .000 -1.25 -.26

Panasonic -.220 .240 1.000 -.94 .50

Others -.315 .256 1.000 -1.08 .45

Sony Samsung .482 .167 .071 -.02 .98

LG .315 .177 1.000 -.22 .85

Whirlpool -.272 .191 1.000 -.85 .30

Panasonic .262 .259 1.000 -.52 1.04

Others .167 .274 1.000 -.66 .99

LG Samsung .167 .147 1.000 -.27 .61

Sony -.315 .177 1.000 -.85 .22

Whirlpool -.587* .174 .016 -1.11 -.06

Panasonic -.053 .247 1.000 -.79 .69

Others -.148 .262 1.000 -.94 .64

Whirlpool Samsung .754* .164 .000 .26 1.25

Sony .272 .191 1.000 -.30 .85

LG .587* .174 .016 .06 1.11

Panasonic .534 .257 .603 -.24 1.31

Others .439 .272 1.000 -.38 1.26

Panasonic Samsung .220 .240 1.000 -.50 .94

Sony -.262 .259 1.000 -1.04 .52

LG .053 .247 1.000 -.69 .79

Whirlpool -.534 .257 .603 -1.31 .24

Others -.095 .323 1.000 -1.07 .88

Others Samsung .315 .256 1.000 -.45 1.08

Sony -.167 .274 1.000 -.99 .66

LG .148 .262 1.000 -.64 .94

Whirlpool -.439 .272 1.000 -1.26 .38

Panasonic .095 .323 1.000 -.88 1.07

*. The mean difference is significant at the 0.05 level.

Step 1

H0: There is no significant relationship between best preferred after sales company and promptness of the
service.

H1: There is significant relationship between best preferred after sales company and promptness of the service.

There must be atleast one pair which is statiscally different.

Step 2

Significance Level, α = 0.05

Step 3

Test Applied: ANOVA (One Way)

Step 4

If p>0.05 then Accept H0, Reject H1

If p<0.05 then Accept H1, Reject H0

Step 5

Test of Homogeneity of Variances, P> 0.05, Assumptions are satisfied.

P<0.05 Accept H1

Step 6

There is significant relationship between best preferred after sales company and promptness of the service.

Step 7

ACCORDING TO THE PROMPTNESS OF THE AFTER SALES SERVICE PEOPLE PREFER SPECIFIC COMPANY . THE BEST
PREFERED COMPANY ACCORDING TO THE SURVEY IS SAMSUNG
 Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Monthly Income * How much do

you spend annually on
114 100.0% 0 .0% 114 100.0%
maintenance of respective
appliances? [Air Conditioner]

Monthly Income * How much do

you spend annually on
114 100.0% 0 .0% 114 100.0%
maintenance of respective
appliances? [Washing Machine]

Monthly Income * How much do

you spend annually on
114 100.0% 0 .0% 114 100.0%
maintenance of respective
appliances? [Refrigerator]

Monthly Income * How much do

you spend annually on
114 100.0% 0 .0% 114 100.0%
maintenance of respective
appliances? [Microwave Oven]

Monthly Income * How much do you spend annually on maintenance of respective appl
iances? [Microwave Oven]

Crosstab

Count

How much do you spend annually on maintenance of respective appliances? [Microwave Oven

Not Applicable <500 501-1000 1001-3000 3001-5000 >5

Monthly Income Below 20000 9 13 4 2 0

20001-50000 23 14 1 7 2

50001-100000 17 8 3 3 0

Above 100000 6 1 0 0 0

Total 55 36 8 12 2

Chi-Square Tests
 Asymp. Sig. (2-
Value df sided)

Pearson Chi-Square 18.808a 15 .223

Likelihood Ratio 20.513 15 .153

Linear-by-Linear Association 4.117 1 .042

N of Valid Cases 114

a. 18 cells (75.0%) have expected count less than 5. The minimum expected
count is .06.

Step 1

H0: There is no significant relationship between monthly income and maintenance spent on microwave oven.

H1: There is significant relationship between monthly income and maintenance spent on microwave oven.

Step 2

Significance Level, α = 0.05

Step 3

Test Applied: Crosstab (Chi - Square)

Step 4

If p>0.05 then Accept H0, Reject H1

If p<0.05 then Accept H1, Reject H0

Step 5

P>0.05 Accept H0

Step 6

There is no significant relationship between monthly income and maintenance spent on microwave oven.

Step 7

THERE IS NO RELATIONSHIP BETWEEN THE SPENDING CAPACITY OF A PERSON ON THE

MAINTAINCE OF THE MICRO WAVE OVEN
Monthly Income * How much do you spend annually on maintenance of respective appl
iances? [Refrigerator]

Crosstab

Count

How much do you spend annually on maintenance of respective appliances? [Refrigerator]

Not Applicable <500 501-1000 1001-3000 >5000

Monthly Income Below 20000 7 7 11 3 1

20001-50000 5 19 21 2 0

50001-100000 11 10 10 0 0

Above 100000 2 4 1 0 0

Total 25 40 43 5 1

Chi-Square Tests

Asymp. Sig. (2-

Value df sided)

Pearson Chi-Square 16.764a 12 .159

Likelihood Ratio 18.051 12 .114

Linear-by-Linear Association 6.405 1 .011

N of Valid Cases 114

a. 11 cells (55.0%) have expected count less than 5. The minimum expected
count is .06.
Step 1

H0: There is no significant relationship between monthly income and maintenance spent on refrigerator.

H1: There is significant relationship between monthly income and maintenance spent on refrigerator.

Step 2

Significance Level, α = 0.05

Step 3

Test Applied: Crosstab (Chi - Square)

Step 4
If p>0.05 then Accept H0, Reject H1
If p<0.05 then Accept H1, Reject H0

Step 5

P>0.05 Accept H0

Step 6

There is no significant relationship between monthly income and maintenance spent on refrigerator.

Step 7

THERE IS NO RELATIONSHIP BETWEEN THE SPENDING CAPACITY OF A PERSON ON THE

MAINTAINCE OF THE REFRIGERATOR

Monthly Income * How much do you spend annually on maintenance of respective appl
iances? [Washing Machine]

Crosstab

Count

How much do you spend annually on maintenance of respective appliances? [Washing Machin

Not Applicable <500 501-1000 1001-3000 3001-5000 >

Monthly Income Below 20000 5 13 9 0 1

20001-50000 10 24 10 3 0

50001-100000 5 16 9 1 0

Above 100000 3 3 1 0 0

Total 23 56 29 4 1

Chi-Square Tests

Asymp. Sig. (2-

Value Df sided)

Pearson Chi-Square 11.844a 15 .691

Likelihood Ratio 12.146 15 .668

Linear-by-Linear Association 2.110 1 .146

N of Valid Cases 114

 Chi-Square Tests

Asymp. Sig. (2-

Value Df sided)

Pearson Chi-Square 11.844a 15 .691

Likelihood Ratio 12.146 15 .668

Linear-by-Linear Association 2.110 1 .146

a. 15 cells (62.5%) have expected count less than 5. The minimum expected
count is .06.

Step 1

H0: There is no significant relationship between monthly income and maintenance spent on washing machine.

H1: There is significant relationship between monthly income and maintenance spent on washing machine.

Step 2

Significance Level, α = 0.05

Step 3

Test Applied: Crosstab (Chi - Square)

Step 4

If p>0.05 then Accept H0, Reject H1

If p<0.05 then Accept H1, Reject H0

Step 5

P>0.05 Accept H0

Step 6

There is no significant relationship between monthly income and maintenance spent on washing machine.

Step 7

THERE IS NO RELATIONSHIP BETWEEN THE SPENDING CAPACITY OF A PERSON ON THE

MAINTAINCE OF THE WASHING MACHINE
Monthly Income * How much do you spend annually on maintenance of respective appl
iances? [Air Conditioner]

Crosstab

Count

How much do you spend annually on maintenance of respective appliances? [Air

Conditioner]

Not Applicable <500 501-1000 1001-3000 3001-5000 >5000 Total

Monthly Income Below 20000 6 4 9 6 3 1 29

20001-50000 10 4 17 14 1 1 47

50001-100000 7 9 7 6 1 1 31

Above 100000 5 0 0 2 0 0 7

Total 28 17 33 28 5 3 114

Chi-Square Tests

Asymp. Sig. (2-

Value df sided)

Pearson Chi-Square 21.277a 15 .128

Likelihood Ratio 21.497 15 .122

Linear-by-Linear Association 3.628 1 .057

N of Valid Cases 114

a. 14 cells (58.3%) have expected count less than 5. The minimum expected
count is .18.

Step 1

H0: There is no significant relationship between monthly income and maintenance spent on air conditioning.

H1: There is significant relationship between monthly income and maintenance spent on air conditioning.

Step 2

Significance Level, α = 0.05

Step 3

Test Applied: Crosstab (Chi - Square)

Step 4

If p>0.05 then Accept H0, Reject H1

If p<0.05 then Accept H1, Reject H0

Step 5

P>0.05 Accept H0

Step 6

There is no significant relationship between monthly income and maintenance spent on air conditioning.

Step 7

THERE IS NO RELATIONSHIP BETWEEN THE SPENDING CAPACITY OF A PERSON ON THE

MAINTAINCE OF THE AIR CONDITIONING

According to the above result there is no connection of the spending capacityof the person and the
maintance of the consumer durable which they own