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Chapter 5 – Research Methodology of the Study (Pages 27–29)
5.1 Research Design
The research design adopted for this project is a descriptive study aimed at understanding the differences in behavior, needs, and satisfaction between domestic and international customers of Vincular Testing Labs India.

Methodology Overview:

Problem Identification – Need to differentiate and evaluate India-based vs. overseas clients.

Research Objectives – Set clear measurable goals (as defined in Chapter 3).

Data Collection – Combined use of primary and secondary sources.

Data Analysis – Compilation in MS Excel, creation of graphs, segmentation, and comparison.

Interpretation – Drawing insights and forming recommendations.

(Insert flowchart: Problem → Data Collection → Data Analysis → Findings)

5.2 Data Collection Methods
Primary Data:

Interviews with 10 domestic clients.

Email questionnaires sent to 5 international clients.

Informal discussions with key company staff.

Secondary Data:

Customer databases from the past three years.

Company sales and service usage reports.

Market research and industry publications.

5.3 Sampling Techniques
Target Population: All clients served in the past three years.

Sample Size: 15 clients (10 domestic, 5 international).

Sampling Method: Purposive sampling — selecting clients that represent major markets served.

5.4 Tools for Analysis
MS Excel for quantitative analysis.

Pie charts for customer composition.

Bar graphs for service usage comparison.

Line graphs for customer growth trends.

Chapter 6 – Introduction to the Study (Pages 30–31)
6.1 Rationale
Vincular Testing Labs India operates in a competitive industry where both domestic and international clients are essential for sustainable growth. Understanding the unique expectations of these markets allows for better service customization.

6.2 Objectives of the Company in Context of the Project
Measure customer satisfaction levels in different segments.

Identify services most in demand by each segment.

Explore potential countries for market expansion.

Improve retention rates by identifying service improvement areas.

6.3 Research Questions
What proportion of customers are domestic versus international?

What are the leading services consumed by each segment?

How has customer composition changed over the last three years?

What strategies can improve satisfaction and expansion?

(Insert small table comparing “Domestic vs International Key Parameters”)

Chapter 7 – Analysis of the Project (Pages 32–35)
7.1 Customer Segmentation – India vs Abroad
Domestic: 65%

International: 35%
(Insert Pie Chart here)

Observation:
Domestic clients primarily belong to consumer goods manufacturing and engineering sectors, while a large portion of international clients seek compliance certification for goods exported to Asia.

7.2 Popular Services by Segment
Service Domestic Ranking International Ranking
Material Strength Test 1 2
Safety Certification 2 1
Chemical Composition 3

1. WHAT IS MARKETING? Marketing is everyone’s business. Every person working for an organisation should understand the importance of marketing. Definitions : “ Marketing is the management process responsible for identifying, anticipating and satisfying consumer requirements profitably” – CIM “Marketing is the process of planning and executing the conception, pricing, promotion and distribution of ideas, goods and services to create exchange and satisfy individual and organisational needs.” − AMA

2. Why It’s Important Effective marketing puts the products in the hands of its targeted customers.

3. Basics of Marketing A market is a group of customers who share common wants and needs, and who have the ability to purchase a particular product.

4. Basics of Marketing Marketing is the process of creating, promoting, and presenting a product to meet the wants and needs of consumers.

5. Key Words market marketing marketing concept target marketing relationship marketing marketing mix break-even point

6. Key Words market research demographics channel of distribution direct distribution indirect distribution wholesaler retailer

7. MARKETING IS AN ORGANISATIONAL FUNCTION The diagram below shows the many functions that can be carried out in organisations which, dependant on the organisation, can be classified as operational functions of marketing. The operational functions of marketing Advertising P.R. Selling Financing Buying Forecasting Pricing Publicity Merchandising Market Research Transporting Risk Taking Servicing Stockholding Display CRM Sales Promotion

8. MARKETING AS A MANAGEMENT FUNCTION Here the role of marketing is ensuring that the operational activities of the organisation (not just marketing) are clearly directed towards the principal objective of meeting the needs of the customers effectively. It involves analysing customers and anticipating their needs, planning, resource allocations, control and investment in terms of money, appropriate skilled people and physical resources to ensure both customer and organisational needs are met to each’s satisfaction. Marketing as a Business Concept – in this regard marketing is the study of exchange processes especially those associated with the provision of goods and services. It takes its lead from the social sciences in that, the basic tenant of society is that we all need each other. The idea here is, if I’ve got something you want and you’ve got something I want, then we do a deal (which is the exchange process)

9. MARKETING AS A BUSINESS CONCEPT Customer Supplier Something of value Goods, services, benefits Something of value Money, exchange of goods The Exchange Process

10. EXCHANGE TRANSACTIONS Consumers Costs & Benefits Organisations Customer Cash Quench thirst Pepsi Patient Insurance premiums Medical treatment Private Hospital Student Fees Education University

11. EXCHANGE TRANSACTIONS Consumers Costs & Benefits Organisations Volunteer Time Sense of community service Non-profit youth group Voter Vote Sense of economic/social progress continued employment etc Politic Party Reader Lone parent Taxes Public Library, Benefit agency

12. MARKETING AS A BUSINESS PHILOSOPHY Simply a way (i.e. orientation) towards how the business will behave. As a philosophy it recognises the importance of the customer and that all business exists to serve customers rather than manufacturing products. To quote Adam Smith C A in his famous text ‘ The wealth of “Consumption is the sole purpose of production and the interests of the product ought to be attended o only so far as it may be necessary for promoting those of the customer”

13. CORE CONCEPTS OF MARKETING Needs Wants Demand Products/ Services Value & Satisfaction Exchange Process Exchange TransactionsRelationships Markets Marketing

14. EVOLUTION OF MARKETING CONCEPT AND MARKETING ORIENTATION Self-sufficiency – No exchange process Simple – Start of exchange process Local markets – Economic specialisations Money economy – Medium of exchange Industrial revolution – Rapid growth in world population leading to increased demand. Problem – How to supply? Production orientation – More efficient production eventually led to oversupply. Problem changed to – How to dispose? Soles orientation – Economic theory states: when supply exceeds demand, reduce price and use other techniques to stimulate demand. Product orientation – Demand. Problem – how to keep customers? Companies sought to keep customers by increasing emphasis on product design, Problem – competition quickly copied and the design didn’t suit everyone. Too many products than they demand for them. Marketing orientation – Production based on customer needs and wants. Specific markets identified and matched their requirements to the capabilities of the company to ensure both parties needs were satisfied.

15. BUSINESS ORIENTATION Orientation Profit Driver Approximate Time Frame Characteristics Production Production Methods Up to 1940’s Improvement of production and in order to achieve a reduction of costs and improved efficiency. Product Quality of Product Until 1960’s The quality of the product is paramount. Focus on product not customer needs. Selling Selling Methods 1950-1970’s Effective selling and promotion are the new drivers to success. Marketing Needs and wants of customers 1970 to date Focus on providing the goods and services that satisfy the needs and wants of consumers. Further approaches to marketing Relationship Marketing Building and keeping good customer relations 1990’s to date Emphasis placed on keeping as well as winning customer strategies. Societal Marketing Benefit the society 1990’s to date Similar to marking orientation but also concerned with the long term impact of organisational activities on the environment (society)

16. Marketing Mix: The 4 Ps Place Promotion Product Price The Marketing Mix

17. Importance of 4Ps by Industry – examples of promotions Advertising Sales Promotion Personal Selling PR Advertising Sales Promotion Personal Selling PR Consumer Goods Industrial Goods Importance High Low

18. Push versus Pull Push Strategy Manufacturer Intermediary End User e.g Lever Brothers Pull Strategy Manufacturer Intermediary End User e.g. P & G Demand Demand Demand Demand

19. Παραγωγή Marketing Προϊόν Πωλήσεις 1. Η φιλοσοφία της παραγωγής Η ποιό παλαιά Προσπάθεια παραγωγής πολλών προϊόντων Σε χαμηλές τιμές Βελτίωση παραγωγής Ικανοποιητική διανομή 2. Φιλοσοφία Προϊόντος Βελτίωση ποιότητας Best value for money Ο κατ/τής επιθυμεί τα προϊόντα που του προσφέρουν την μεγαλύτερη ικανοποίηση 3. Φιλοσοφία Πωλήσεων Τα προϊόντα πωλούνται δεν αγοράζονται Η ενέργεια της αγοράς είναι η απάντηση στο ερέθισμα των πωλήσεων & όχι στις ανάγκες του καταναλωτή Push vs pull strategy 4. Φιλοσοφία του Marketing Κύριο έργο ο καθορισμό αναγκών & επιθυμιών Targeted Marketing Προσαρμογή στην παραγωγή & διανομή αυτών των προϊόντων Η εξέλιξη της φιλοσοφίας του Marketing 5. Φιλοσοφία Κοινωνικού Marketing ερωτηματικό εάν το 4 αποτελεί ευχολόγιο ή είναι ο νέος προσανατολισμός Των ενεργειών του Marketing Marketing Management – Athens Metropolitan College – Κώστας Γεωργικόπουλος

20. Η ανάπτυξη της σπουδαιότητας του Marketing Αρχική οικονομία της παραγωγής Παράγω μόνο για εμένα & την οικογένεια, κυρίως πρωτογενής τομέας) Δημιουργία πλεονάσματος (surplus) (simple trade era) Έναρξη δραστηριότητας ανταλλαγών Αρχή της οικονομίας της αγοράς & της παραγωγής Βιομηχανική επανάσταση, 18ος αιώνας) Έναρξη της οικονομίας των υπηρεσιών Marketing Management – Athens Metropolitan College – Κώστας Γεωργικόπουλος