Customer satisfaction project bba honda showrrom scribd. A report of research carried out by tnsbmrb and ghk consulting ltd. The primary goal of this research is to analyze the customer satisfaction of the online customers in cuddalore customer. Measuring customer satisfaction with service quality using. Customer satisfaction is a feeling of pleasure or disappointment resulting from comparing a products. Customer satisfaction is an abstract concept and involves such factors as the quality of the product, the quality of the service provided, the atmosphere of the location where the product or. According to wikipedia, the free encyclopedia, customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product service to. Customer satisfaction is addressed as a strategic business development tool. Download as docx, pdf, txt or read online from scribd. A satisfied customer plays a role as a free advertiser for every organization. Pdf the survey involved gathering wide information on the company, its products, customer satisfaction and way of promotional activities by.
Customer satisfaction or delight or loyalty or whatever word you use is incredibly important to the health of your business. The study will be fruitful one when the basis laid down is a concrete one they represent the desired solution to the problem and help in proper utilization of opportunities. Nigeria international journal of managerial studies and research ijmsr page 44 oliver 2000 suggests that customer satisfaction is the core philosophy of marketing strategy of. Impact of electronic banking on customer satisfaction. Customer satisfaction is the customers fulfillment response to a consumption experience, or some part of it. The general purpose of the study is to investigate the impact of electronic banking on customer satisfaction in guarantee trust bank plc. Mba final year project on customer satisfaction customer. This paper is an attempt to analyze customer satisfaction level in internet marketing. To study the level of customer satisfaction towards bajaj a project report submitted to the.
Aside from hearing it as the chorus in a rock n roll classic, its a phrase you never want to come from your customers. In marketing literature customer satisfaction is the customers overall evaluation of his or her purchase experience of a good or service. This satisfaction could be related to various business aspects like marketing, product manufacturing, engineering, quality of. As can be seen, customer satisfaction is a derived outcome, where the customer compares the. Mba final year project on customer satisfaction scribd. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful. Mba final year project on customer satisfaction free download as word doc. The theoretical framework discusses in brief about the effects. Ultimately, qic will be able to give its members an objective measurement of the industrys quality as. Executive summary it was in 1970 that sanjay gandhi envisioned the manufacture of maruti which is known popularly as the peoples car it is maruti which is known to give wheels to the nation. If your customers are unhappy, theyll leave, and no business can survive and compete long term with a serious churn problem. Customer satisfaction and customer loyalty are two main criteria for every organization to get success.
Mba final year project on customer satisfaction by rajesh. Keep in mind, though, that satisfaction scores are a function of what the customer expected as well as what the company delivered. The benefits and importance of customer satisfaction. Organizations calculate the customer satisfaction score csat, which is the average rating of a customers responses, the net promoter score nps, which indicates the probability that a customer refers a brand to another person, and the customer effort score ces. How to improve customer satisfaction through digital marketing. A customer satisfaction questionnaire is a type of questionnaire that contains questions usually in a rating scale format to help the companies measures the satisfaction of their customer of the service they offered or the product they provide. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Process belongs into a service marketing mix, and in the case where i am an employee i.
Customer satisfaction research is one of the basic forms of market research. Customer and marketorientation, customersatisfaction and customer. Bba final year final year project 6th sem winter project. Customer satisfaction is a highly personal assessment that is greatly influenced by individual expectations. Finding the right way for a company depends on understanding your customer and on having a clear vision of the role that customer satisfaction is to play in the strategy.
Customer satisfaction project management knowledge. Customer satisfaction is all about understanding, defining, evaluating and managing customer requirements so that their expectations are satisfied thus the name. A project report on customer satisfaction survey of maruti udyog ltd. It was argued that, customer satisfaction alone is not enough to be successful in todays competitive market. Hence, customer satisfaction is the most important part of any company to flourish. Customer satisfaction in marketing the marketing study guide.
And they should take good care of it because if not, it will deteriorate their customer service, their product, and most importantly, the life of their. Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response. Pdf customer satisfaction meaning and methods of measuring. They numbers are going to help us answer this question. The rapid changes in business operations in contemporary times in the form of technological improvement require banks in nigeria to serve their customers electronically.
A project report on customer satisfaction survey of maruti. Customer satisfaction does have a positive effect on an organizations profitability, satisfied customers form the foundation of any successful business as customer satisfaction leads to. It also depends on how efficiently it is managed and how promptly services are provided. Sales marketing professional focused on emerging technology mobility.
Factors influencing customer satisfaction marketing essay. It is a linchpin in process improvement, offers a portal to customer. Wangondu a research project report submitted to the chandaria school of business in partial fulfillment of the requirement for the degree of masters in business administration mba united states international. Customer satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services ratings exceeds specified satisfaction goals. Mba final year project customer satisfaction slideshare. Our customer satisfaction management model is developed based upon research. Ravindra kumar roll no40 pgdm200709 new delhi institute of management.
Customer satisfaction and consumer loyalty 1 a research proposal. Customer satisfaction can be defined in many different ways. This concept requires conformance to the requirements to ensure that the project produces the output that it is expected to create. Explore marketing projects for mba pdf, marketing projects, advertising project topics or ideas, sales based research projects, latest synopsis examples, samples, structure abstract, base papers, source code, thesis ideas, phd dissertation for mba students, reports in pdf, doc and ppt for final year mba, diploma, bsc, msc, btech and mtech students for the year 2015 and 2016. Impact of customer satisfaction on customer retention. The importance of customer satisfaction in relation to. Customer satisfaction is a part of customers experience that exposes a suppliers behavior on customers expectation. In 2014, the trading leader omni channel customer experience the multichannel customer experience and the contact center genesys, conducted a survey of 2000 consumers from the united states. Consumer satisfaction marketing project topics, mba base paper, advertising thesis ideas, dissertation, synopsis, abstract, report, full pdf, working details for marketing management mba, diploma in business, btech, be, mtech and msc college students for the year 20152016. Impact of electronic banking on customer satisfaction chapter one introduction 1.
A basic and effective base line customer satisfaction survey program should focus on measuring customer perceptions of how will the company delivers on the critical success factors and dimensions of the business as defined by the customers. A study of customer satisfaction with online shopping. Final project report submitted in the fulfillment of requirements for the postgraduate diploma in management 200709 submitted to. In other words, the better products get, the more it takes to satisfy consumers. The following is a simple model of customer satisfaction, as an introduction to this topic. This this method is used in measurin g customer satisfaction with services and products. In order to study the customer satisfaction towards himalaya face wash among women in palakkad town is selected as the area of analysis of the study 1. Hence, customer satisfaction is an important step to gain customer loyalty.
This guide has defined customer satisfaction as well as given you ways to measure it. For a servicebased company, the main agenda stands to be customer satisfaction at the peak. What is customer satisfaction management study guide. This project is done to know the level of customers satisfaction towards. In project management, customer satisfaction is part. An empirical research on customer satisfaction study. A study on customer satisfaction for fastrack watches project report submitted by belli p k s2 mba under the supervision of asst prof. The setting of mba final year project on customer satisfaction objective is the corer stone of a systematic study. Evidence from the uae article pdf available in international journal of advanced media and communication 43. A case study of a reputable bank in oyo, oyo state. Mba marketing project report customer satisfaction towards.
With your download, get the 18 best papers relevant to this one, including 17 top related papers. Today, companies face their toughest competition, because they move from a product and sales philosophy to a marketing philosophy, which gives a. Keywords customer satisfaction, customer service, quality, retail. In the final phase of the project, research findings will be used to build a model of customer satisfaction management for each customer segment. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. But, what is experiential marketing and what does it have to do with customer satisfaction. A customer satisfaction survey is used to see how satisfied a customer is with the products and services of your company.
Identify the electronic banking services offered by gtb and its usage by customers to determine the impact of electronic banking services on customer value. Furthermore, the customers perception of service quality is dependent on his assessment of the products performance which is associated with the consumer experience. It acts as a questionnaire that is answered by the customer so that you can easily analyze their. Customer satisfaction, customer loyalty, marketing, relationship, service.
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