Research on Customer Loyalty - Laptop Industry, India


Industry: Laptop
Geography: India
Age Group: 21 – 28 years
Sample Size: 106
Players: 

 
•Acer
•Apple
•Asus
•Compaq
•Dell
•HP
•Samsung
•Sony VAIO
•Toshiba
 
 
   


Tool used:



Results:



Promoters’ weight on attributes



























Analysis:

  • HP – Highest Market Share but Least Customer Satisfaction
  • Dell - Low Customer Satisfaction
  • Apple & Asus – Highest NPS
  • Indian consumer behavior focus
    • Value for money
    • Features
    • Durability/Quality
    • After Sales Service
    • Live up to expectation

Recommendation:

HP & Dell have the highest market share but for sustainable growth in Indian market, they need to focus on customer satisfaction by
  • Value for Money
  • After Sales Service
  • Live up to expectation

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