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CHAPTER 4

ANALYSIS AND INTERPRETATION

The purpose of the data analysis and interpretation phase is to transform the datacollected into credible evidence about the development of the intervention and its

performance. Data analysis includes the systematic organizing of the data and its

presentation in a form that readers of the project can understand. It also includes the

interpretation of the data to identify the importance ideas or new bits of knowledge that

they reveal.

Reviewing the data analysis, interpretation clarifies how relationships between

variables might work. The researcher will need to choose the methods best suited to thedata you have collected, and will need to be able to justify your choice of methods.

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Table 4.1 showing the type of Eureka Forbs product used by customers

Source: Primary Data

Chart 4.1 showing the type of Eureka Forbs product used by customers.

Interpretation

58% of the respondents suggest that they are using the water purifier and around

42% of them are users of vacuum cleaner.

58

42

0

10

20

30

40

50

60

70

Water purifier Vacuum cleaner

Opinion of Respondents No of Respondents Percentage

Water purifier 58 58

Vacuum cleaner 42 42

Total 100 100

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Table 4.2 showing the suggestion of respondents regarding how they come to know

about Eureka Forbs

Factors X Y D (X-Y) D

Internet 1 2 -1 1

Advertisement 2 1 1 1

News paper 3 3 0 0

Monthly publicity 4 5 -1 1

Television 5 4 1 1


R = 1- 6D2

= 1- 64

N3-N

= 1-24 = 0.8

Chart 4.2 showing the suggestion of respondents regarding how they come to know

about Eureka Forbs

Interpretation

From the above table it has been analyzed that the respondents has rank

advertisement at the top position as the factor which help them to know about the

company. Followed by internet, News Paper, Television, Monthly publicity respectively.

0

0.5

1

1.5

2

2.5

3

3.54

4.5

Internet Advertisment News paper Monthly publicity

Rank

120

120

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Table 4.3 showing the number of years for which they are the customers of Eureka

forbs


Less than 1 month 8 8%

2-6 months 15 15%

6-12months 14 14%

More than 1 year 63 63%

Total 100 100


Chart 4.3 showing the number of years for which they are the customers of Eureka

forbs

Interpretation

About 15% of the respondents were the customers of this company for 2-6 month

and 63% of respondents were customers for more than 1 year. Thereby majority of the

respondents are the customers of the company from the period of more than 1 year.

8%15% 14%

63%

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

Less than 1

month

2-6 months 6-12months More than 1 year

Percentage

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Table 4.4 showing the satisfaction level of respondents regarding the order delivery

& services provided by the Eureka Forbs


Highly satisfied 21 21%

Satisfied 65 65%

Dissatisfied 10 10%

Highly dissatisfied 4 4%

Total 100 100


Chart 4.4 showing the satisfaction level of respondents regarding the order delivery

& services provided by the Eureka Forbs

Interpretation

Majority of the respondents [65%] are satisfied with the delivery services

provided by the Eureka forbs. Around 21% of them are highly satisfied but still an

average of 14% of them is dissatisfied.

21

65

10

4

0

10

20

30

40

50

60

70

Highly

satisfied

Satisfied Dissatisfied Highly

dissatisfied

Percentage

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Table 4.5 showing the satisfaction level of customers with the price of Eureka Forbs

products


Highly Satisfied 28 28%

Satisfied 67 67%

Dissatisfied 5 5%

Highly Dissatisfied - -

Total 100 100


Chart 4.5 showing the satisfaction level of customers with the price of Eureka Forbs

products

Interpretation

Almost all the respondents [around 95%] are satisfied with the pricing system of

the Eureka forbs only 5% of them are dissatisfied with the pricing system of the

company.

28

67

5

00

10

20

30

40

50

60

70

80

Highly satisfied Satisfied Dissatisfied Highly

dissatisfied

Percentage

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Table 4.6 showing the extent to which respondents agree that the company exchange

information with them frequently


Strongly Agree 15 15

Agree 60 60

Neutral 10 10

Disagree 10 10

Strongly Disagree 5 5

Total 100 100


Chart 4.6 showing the extent to which respondents agree that the company

exchange information with them frequently

Interpretation

75% of respondents agree that the company used to exchange information with

them but around 15% of the respondents disagree with the same and around 10% of them

give neutral suggestions.

15%

60%

10% 10%

5%

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

Strongly Agree Agree Neutral Disagree Strongly

disagree

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Table 4.7 showing the method by which the customers interact with the firm


Direct Interaction 20 20%

Phone calls 75 75%

Internet/ e-mail 5 5

Others - -

Total 100 100


Chart 4.7 showing the method by which the customers interact with the firm

Interpretation

In the above table 75% of the respondents prefer the interaction through telephone

and 20% prefer direct interaction and only 5% interact through e-mail. Hence majority of

the customers prefer through telephones.

20.00

75.00

5.000%

0.00

10.00

20.00

30.00

40.00

50.00

60.00

70.00

80.00

Direct Interaction Phone calls Internet/ e-mail Others

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Table 4.8 showing the extent to which company inform about the new service or

facilities to the customers


Always 75 75

Never 17 17

Sometime 8 8

Total 100 100


Chart 4.8 showing the extent to which company inform about the new service or

facilities to the customers

Interpretation

75% of the respondents suggest that company used to provide information

regarding new services and facilities but around 17% of them oppose this statement.

75%

17%

8%

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

Always Never Sometime

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Table 4.9 showing the suggestion of respondents on, weather the company provides

price reduction or offers during festival seasons


Yes 69 69

No 31 31

Total 100 100


Chart 4.9 showing the suggestion of respondents on, weather the company provides

price reduction or offers during festival seasons

Interpretation

Around 69% of the respondents suggest that the company provides price

reduction and offers during the festival season but about 31% of them disagree with the

same.

69%

31%

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

Yes No

Percentage

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Table 4.10 showing the suggestion of respondents regarding whether the company

used to forward Festival wishes


Yes 69 69

No 31 31

Total 100 100


Interpretation

In the above table, it has been inferred that around 83% of the respondents agree

that company used to give festival wishes. 17% of the respondents disagree with the

above statement.

83%

17%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Yes No

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Table 4.11 showing the method selected by the company to make festival wishes


Direct 6 6%

Phone calls 55 55%

E-mail 20 20%

Greeting cards 19 19%

Total 100 100


Chart 4.11 showing the method selected by the company to make festival wishes

Interpretation

In the above table 55% of the respondents suggest that the company uses phone

call method to give festival wishes and 20% suggest it as E-mail and 19% as greeting

cards. Hence most effective method is considered as Phone calls method.

6%

55%

20%

19%

0%

10%

20%

30%

40%

50%

60%

Direct Phone calls E-mail Greeting cards

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Table 4.12 showing the extent to which respondents agree that the company respond

on their complaints


Always 100 100

Never - -

Sometime - -

Total 100 100


Chart 4.12 showing the extent to which respondents agree that the company

respond on their complaints

Interpretation

From the above table, we can find that all the respondents agree that the company

used to respond on their complaints.

100%

0

0.2

0.4

0.6

0.8

1

1.2


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Table 4.13 the method through which customers place complaints to the company


Direct 24 24%

Phone calls 64 64%

E-mail 12 12%

Postal - -

Total 100 100


Chart 4.13 showing the method through which customers place complaints to the

company

Interpretation

64% of the respondents place their complaints through phone calls and 24% of the

respondents place their complaints directly and only 8% place through E-mails. Majority

of the respondents place complaints through phone call.

24%

64%

12%

00

0.1

0.2

0.3

0.4

0.5

0.6

0.7

Direct Phone calls E-mail Postal

Percentage

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Table 4.14 showing the time required by the company to clear customer complaints


Within one day 22 22

One week 60 60

One month 18 18

Total 100 100


Chart 4.14 showing the time required by the company to clear customer complaints

Interpretation

60% of respondents says that the company takes one week to clear complaints and

22% says that the company takes only one day to clear complaints and 18% says that

company take one month to clear complaints. So majority of the respondents says that the

company clears all complaints in one week.

22%

60%

18%

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

Within one day One week One month

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Table 4.15 showing the extent to which firm shows a sincere interest in solving

customers problems


Always 100 100%

Never - -

Sometime - -

Total 100 100


Chart 4.15 showing the extent to which firm shows a sincere interest in solving

customers problems

Interpretation

From the above table 100% of respondents say that the company shows sincere

interest in solving customer problems.

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1


Percentage

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Table 4.16 the satisfaction level of respondents with the firms services


Highly Satisfied 32 32

Satisfied 52 52

Dissatisfied 16 16

Highly Dissatisfied - -

Total 100 100


Chart 4.16 the satisfaction level of respondents with the firms services

Interpretation

In the above table, about 32%of the respondents are highly satisfied and 52% of

them were satisfied and 16% of respondents are dissatisfied with the service provided by

the company. So majority of the respondents are satisfied with the service provided by

the firm.

32

52

16

00

10

20

30

40

50

60

Highly satisfied Satisfied Dissatisfied Highly

dissatisfied

Percentage

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Table 4.17 showing the suggestion of respondents regarding, whether they are

satisfied with the existing Communication system


Yes 88 88%

No 12 12%

Total 100 100


Chart 4.17 showing the suggestion of respondents regarding, whether they are

satisfied with the existing Communication system

Interpretation

From the above table, we can say that 88% of the respondents are satisfied and

12% of the respondents are dissatisfied so majority of the respondents are satisfied with

the existing system of the company.

Yes, 88%

No, 12%

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

Yes No

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Table 4.18 showing votes given by the respondents for the different methods adopted

by the Company which is suitable for maintaining relation with the firm

Opinion X Y D D

Direct 1 1 0 0

Phone calls 2 2 0 0

E-mail 3 3 0 0

Postal 4 5 1 1

Others 5 4 1 1


R = 1- 6D2

= 1- 62

N3-N

= 1- 12 = 0.9

Chart 4.18 showing votes given by the respondents for the different methods adopted

by the Company which is suitable for maintaining relation with the firm

Interpretation

From the table it has been analyzed that the respondents give 1st

rank to the direct

interaction factor, second rank to the phone calls followed by e- mail and postal

respectively.

1

2

3

5

4

0

1

2

3

4

5

6

Direct Phone calls e-mail Postal Others

Y

120

120

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Table 4.19 showing the factors which motivate that respondents while purchasing

Eureka forbs Products

Factors X Y D

D

Quality 1 1 0 0

Advertisement 2 4 -2 4

Price 3 2 1 1

Health & safety 4 3 1 1

Personal Touch 5 5 0 0


R = 1- 6D2

= 1- 66

N3-N

= 1 - 36 = 0.7

120

Chart 4.19 showing the factors which motivate that respondents while purchasing

Eureka forbs Products

Interpretation

From the table it has been inferred that the respondents give the 1st

priority to the

quality factor followed by price, health& safety, advertisement, personal touch

respectively.

1

2

3

4

5

0

1

2

3

4

5

6

Quality Adverisment Price Health & safety Personel Touch

120

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Table 4.20 showing the customers opinion bout after sale services given by the

company


Excellent 12 12%

Very good 40 40%

Good 48 48%

Poor - -

Total 100 100


Chart 4.20 showing the customers opinion bout after sale services given by the

company

Interpretation

In the above table, about 48% of the customers suggest that the after sale service

provided by the company is good, also around 40% of them suggest it as very good and

12 % of the respondents suggest it as excellent. From this, we can assume that after sale

services are beneficial to the customers.

12

40

48

00

10

20

30

40

50

60

Excellent Very good Good Poor

Percentage

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Table 4.21 showing the performance level of Eureka Forbs products


Excellent 82 82%

Very good 18 18%

Good - -

Poor - -

Total 100 100


Chart 4.21 showing the performance level of eureka forbs products

Interpretation

82% of the customers says that performance level of eureka forbs products is

excellent and 18% of respondents are says that very good so all customers are satisfied

with performance of eureka forbs products.

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

Excellent Very good Good Poor

Percentage

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Table 4.22 showing the satisfaction level of customers with the products of Eureka

Forbes


Yes 100 100%

No - -

Total 100 100


Chart 4.22 showing the satisfaction level of customers with the products of eureka

Forbes

Interpretation

All the respondents suggest that they are satisfied with the products of Eureka

Forbes.

0

0.2

0.4

0.6

0.8

1

1.2

Yes No

Percentage

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