DATA ANALYSIS AND INTERPRETATION

Table 1 Distribution of the respondents opinion regarding the age

Age 20 to 25 26 to 30 31 to 35 Above 35 Total No of Respondents 17 71 24 8 120 Percentage 14% 59% 20% 7% 100%

Interpretation:
It was found from the table 1 that, 59% of the respondents are in the age group of 26 to 30, 20% of the respondents are in the age group of 31 to 35, 14% of the respondents are in the age group of 20 to 25 and finally 7% of the respondents are above 35 years of age.

Chart 1 Chart showing the respondents opinion regarding the age

59%
60% 50% 40% 30% 20% 10% 0%

14%

20% 7%

20 25

26 30

Age 31 35

Above 35

Table 2 Distribution of the respondents opinion regarding the gender

Gender Male Female Total

No of Respondents 91 29 120

Percentage 75.84% 24.16% 100%

Interpretation:
It was found from the table 2 that, 75.84% of the respondents are male and finally 24.16% of the respondents are female.

Chart 2 Chart showing the respondents opinion regarding the gender

75.84%
80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

24.16%

Male

Gender

Female

Table 3 Distribution of the respondents opinion regarding sources of awareness

Sources Through Internet Through friends and relatives Through word of mouth Other medium Total No of Respondents 73 37 8 2 120 Percentage 60.8% 30.8% 6.7% 1.7% 100%

Interpretation:
It was found from the table 3 that, 60.8% of the respondents came to know through internet, 30.8% of the respondents came to know through friends and relatives, 6.7% of the respondents came to know through word of mouth and finally 1.7% of the respondents came to know from other medium.

Chart 3 Chart showing the respondents opinion regarding sources of awareness

70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

60.80%

30.80%

6.70% 1.70%

Through Through Internet friends and relatives

Through word of mouth Sources

Other medium

Table 4 Distribution of the respondents opinion regarding the period of relationship with Zeal soft
Period Less than 1 year 1 to 2 year 2 to 3 year Total No of Respondents 10 32 78 120 Percentage 8% 27% 65% 100%

Interpretation:
It was found from the table 4 that, 65% of the respondents having relationship with the company between 2 to 3 years, 27% of the respondents having relationship with the company between 1to 2 years and finally 8% of the respondents having relationship with the company for less than 1 year.

Chart 4 Chart showing the respondents opinion regarding the period of relationship with Zeal soft

70% 60% 50% 40% 30% 20% 10% 0%

65%

27% 8%

Less than 1 year

1 to 2 year Sources

2 to 3 year

Table 5 Distribution of the respondents opinion regarding the information provided by the company executives

Opinion Yes No Total

No of Respondents 90 30 120

Percentage 75% 25% 100%

Interpretation:
It was found from the table 7 that, 75% of the respondents said that the company executives sharing the information properly and finally 25% of the respondents said that the company executives not sharing the information properly.

Chart 5 Distribution of the respondents opinion regarding the information provided by the company executives

21%

Yes

No

75%

Table 6 Distribution of the respondents satisfaction towards online booking service

Opinion Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total No of Respondents 79 26 10 5 120 Percentage 66% 22% 8% 4% 100%

Interpretation:
It was found from the table 6 that, 66% of the respondents are highly satisfied with online booking facility, 22% of the respondents are satisfied with online booking facility, 8% of the respondents are in neutral statement and finally4% of the respondents are dissatisfied with online booking facility.

Chart 6 Chart showing the respondents satisfaction towards online booking service

70% 60% 50% 40% 30% 20% 10% 0%

66%

22% 8% 4% 0 Highly dissatisfied

Highly satisfied

Satisfied

Neutral Period

Dissatisfied

Table 7

Distribution of the respondents satisfaction towards schemes offered by zeal soft

Opinion Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total No of Respondents 43 47 7 23 120 Percentage 36% 39% 6% 19% 100%

Interpretation:
It was found from the table 7 that, 39% of the respondents are satisfied with schemes offered by the company, 36% of the respondents are highly satisfied with schemes offered by the company, 6% of the respondents are in neutral statement and finally19% of the respondents are dissatisfied with schemes offered by the company.

Chart 7 Chart showing the respondents satisfaction towards schemes offered by the company

40% 35% 30% 25% 20% 15% 10% 5% 0%

36%

39%

19%
6%

0
Highly satisfied Satisfied Neutral Period Dissatisfied Highly dissatisfied

Table 8

Distribution of the respondents opinion regarding the new product development

Consideration Acceptability of customer Scale of economic Tariff plans Others Total No of Respondents 61 29 30 120 Percentage 51% 24% 25% 100%

Interpretation:
It was found from the table 8 that, 51% of the respondents wish to consider the customer acceptability before the development of new product, 25% of the respondents wish to consider the tariff plans and finally 24% of the respondents wish to consider scale of economic.

Chart 8 Distribution of the respondents opinion regarding the new product development

60% 50% 40% 30% 20% 10% 0%

51% 24%

25%

Acceptability of customer

Scale of economic

Tariff plans
Consideration

Others

Table 9

Distribution of the respondents expectation towards promotional activities

Promotion Discounts Extra offer Advertisements Total No of Respondents 47 54 19 120 Percentage 39% 45% 16% 100%

Interpretation:
It was found from the table 7 that, 45% of the respondents expected extra offer, 39% of the respondents expected discounts and finally 16% of the respondents expected extra advertisements.

Chart 9 Distribution of the respondents expectation towards promotional activities

16% 39%

Discounts Extra offer Advertisements

21%

Table 10

Distribution of the respondents opinion towards factors influencing for purchasing

Factors Print media Electronic media Trade shows Brand image Total No of Respondents 5 15 17 83 120 Percentage 4% 13% 14% 69% 100%

Interpretation:
It was found from the table 10 that, 69% of the respondents are influenced by brand image, 14% of the respondents are influenced by trade shows, 13% of the respondents are influenced by electronic media and finally 4% of the respondents are influenced by print media.

Chart 10 Distribution of the respondents opinion towards factors influencing for purchasing
69%

70% 60% 50% 40% 30% 20% 10% 0%

14%
13% 4%

Print media

Electronic Trade shows media Factors

Brand image

Table 11

Distribution of the respondents opinion about the facilities provided by zeal soft
Opinion Strongly agree Agree Neutral Disagree Strongly disagree Total No of Respondents 50 59 8 3 120 Percentage 42% 49% 6% 3% 100%

Interpretation:
It was found from the table 11 that, 49% of the respondents are agree with the statement, 42% of the respondents are strongly agree with the statement, 6% of the respondents are in neutral statement and finally 3% of the respondents are disagree with the statement.

Chart 11 Distribution of the respondents opinion about the facilities provided by zeal soft
49% 42%

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

6%

3%

0 Strongly disagree

Strongly agree

Agree

Neutral Opinion

Disagree

Table 12

Distribution of the respondents preference towards mode of payment

Mode By cash By cheque Total No of Respondents 41 79 120 Percentage 34% 66% 100%

Interpretation:
It was found from the table 12 that, 66% of the respondents prefer to pay by cheque and finally 34% of the respondents prefer to pay by cash.

Chart 12 Distribution of the respondents preference towards mode of payment

34%

By cash

By cheque

21%

Table 13

Distribution of the respondents opinion towards advertisement

Opinion Very attractive Less attractive Not at all attractive Total No of Respondents 81 32 7 120 Percentage 68% 27% 5% 100%

Interpretation:
It was found from the table 13 that, 68% of the respondents are of the opinion that the advertisement was very attractive, 27% of the respondents are of the opinion that the advertisement was less attractive and finally 5% of the respondents are of the opinion that the advertisement was not at all attractive.

Chart 13 Distribution of the respondents opinion towards advertisement

68%
70% 60% 50% 40% 30% 20% 10% 0%

27% 5%

Very attractive

Less attractive Opinion

Not at all attractive

Table 14

Distribution of the respondents opinion regarding the range of products

Opinion Very Good Good Average Poor Very Poor Total No of Respondents 69 31 5 19 120 Percentage 57% 25% 3% 15% 100%

Interpretation:
It was found from the table 14 that, 57% of the respondents are of the opinion that the range of products was very good, 25% of the respondents are of the opinion that the range of products was good, 15% of the respondents are of the opinion that the range of products was poor and finally 3% of the respondents are of the opinion that the range of products was average.

Chart 14 Distribution of the respondents opinion regarding the range of products

60% 50% 40% 30% 20% 10% 0%

57%

25% 15% 3% 0

Very Good

Good

Average Opinion

Poor

Very Poor

Table 15

Distribution of the respondents opinion regarding the brand preference

Opinion Very Good Good Average Poor Very Poor Total No of Respondents 70 34 16 120 Percentage 59% 28% 13% 100%

Interpretation:
It was found from the table 15 that, 59% of the respondents are of the opinion that the brand preference was very good, 28% of the respondents are of the opinion that the brand preference was good and finally 13% of the respondents are of the opinion that the brand preference was average.

Chart 15 Distribution of the respondents opinion regarding the brand preference

60% 50% 40%

59%

28%
30% 20% 10% 0%

13%

0
0

Very Good

Good

Average Opinion

Poor

Very Poor

Table 16

Distribution of the respondents opinion regarding the credit policy

Opinion Very Good Good Average Poor Very Poor Total No of Respondents 27 51 12 30 120 Percentage 23% 42% 10% 25% 100%

Interpretation:
It was found from the table 16 that, 42% of the respondents are of the opinion that the credit policy was good, 25% of the respondents are of the opinion that the credit policy was poor, 23% of the respondents are of the opinion that the credit policy was very good and finally 10% of the respondents are of the opinion that the credit policy was average.

Chart 16 Distribution of the respondents opinion regarding the credit policy

45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

42%

23%

25%

10% 0

Very Good

Good

Average Opinion

Poor

Very Poor

Table 17

Distribution of the respondents overall experience towards offers and discounts

Opinion Very Good Good Average Poor Very Poor Total No of Respondents 33 56 21 10 120 Percentage 28% 46% 18% 8% 100%

Interpretation:
It was found from the table 17 that, 46% of the respondents are of the opinion that the offers and discounts was good, 28% of the respondents are of the opinion that the offers and discounts was very good, 18% of the respondents are of the opinion that the offers and discounts was average and finally 8% of the respondents are of the opinion that the offers and discounts was poor.

Chart 17 Distribution of the respondents overall experience towards offers and discounts

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

46%

28% 18% 8% 0

Very Good

Good

Average Opinion

Poor

Very Poor

Table 18

Distribution of the respondents opinion regarding the employee behavior with customer
Opinion Highly satisfied Satisfied Dissatisfied Highly dissatisfied Total No of Respondents 59 42 19 120 Percentage 49% 35% 16% 100%

Interpretation:
It was found from the table 18 that, 49% of the respondents are highly satisfied with employee behavior, 35% of the respondents are satisfied with employee behavior and finally16% of the respondents are dissatisfied with employee behavior.

Chart 18 Distribution of the respondents opinion regarding the employee behavior with customer

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

49% 35%

16% 0

Highly satisfied

Satisfied

Dissatisfied Opinion

Highly dissatisfied

Table 19

Distribution of the respondents opinion regarding employee understanding abilities towards customer queries
Opinion Strongly agree Agree Neutral Disagree Strongly disagree Total No of Respondents 70 39 8 3 100 Percentage 58% 33% 7% 2% 100%

Interpretation:
It was found from the table 19 that, 58% of the respondents are strongly agree with the statement, 33% of the respondents are agree with the statement, 7% of the respondents are in neutral statement and finally 2% of the respondents are disagree with the statement.

Chart 19 Distribution of the respondents opinion regarding employee understanding abilities towards customer queries

60% 50% 40% 30% 20% 10% 0%

58% 33%

7% 2% 0

Strongly agree

Agree

Neutral Opinion

Disagree

Strongly disagree

Table 20

Distribution of the respondents satisfaction towards real benefits to frequent customers

Opinion Highly satisfied Satisfied Neutral Dissatisfied Highly satisfied Total No of Respondents 41 56 20 3 100 Percentage 34% 47% 17% 2% 100

Interpretation:
It was found from the table 20 that, 47% of the respondents are highly satisfied with real benefits, 34% of the respondents are satisfied with real benefits, 17% of the respondents are in neutral statement and finally 2% of the respondents are dissatisfied with real benefits.

Chart 20 Distribution of the respondents satisfaction towards real benefits to frequent customers

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

47% 34% 17% 2%

Highly satisfied

Satisfied

Neutral Opinion

Dissatisfied

Highly satisfied

Table 21

Distribution of the respondents opinion regarding the problem solving within TAT

Opinion Yes No Total

No of Respondents 96 24 100

Percentage 80% 20% 100%

Interpretation:
It was found from the table 21 that, 80% of the respondents said that the company solving the customer problems within TAT and finally20% of the respondents said that the company are not solving the customer problems within TAT

Chart 21 Distribution of the respondents opinion regarding the problem solving within TAT

80%
80% 70% 60% 50% 40% 30% 20% 10% 0%

20%

Yes Opinion

No

Table 22

Distribution of the respondents satisfaction regarding the information about arrival of new products
Opinion Highly satisfied Satisfied Neutral Dissatisfied Highly satisfied Total No of Respondents 71 30 6 13 120 Percentage 59% 25% 5% 11% 100%

Interpretation:
It was found from the table 22 that, 59% of the respondents are highly satisfied with the information about arrival of new products, 25% of the respondents are satisfied with the information about arrival of new products, 11% of the respondents are dissatisfied with the information about arrival of new products and finally 5% of the respondents are in neutral statement.

Chart 22 Distribution of the respondents satisfaction regarding the information about arrival of new products

60% 50% 40% 30% 20%

59%

25% 11% 5% 0

10% 0%

Highly satisfied

Satisfied

Neutral Opinion

Dissatisfied

Highly satisfied

Table 23

Distribution of the respondents opinion towards the company interest level regarding the problem
Opinion Strongly agree Agree Neutral Disagree Strongly disagree Total No of Respondents 75 33 12 120 Percentage 62% 28% 10% 100%

Interpretation:
It was found from the table 23 that, 62% of the respondents are strongly disagree with the statement, 28% of the respondents are agree with the statement and finally 10% of the respondents are in neutral statement.

Chart 23 Distribution of the respondents opinion towards the company interest level regarding the problem

70% 60% 50% 40% 30% 20% 10% 0%

62%

28% 10% 0 0

Strongly agree

Agree

Neutral Opinion

Disagree

Strongly disagree

FINDINGS