Year 2012 pages 50 today, competition among businesses has become increasingly intense and organizations realize that they. Customer satisfaction can be defined in many different ways. The conceptual framework adopted for conceptualizing the online banking dimensions for which customer satisfaction. If the customers of life insurance corporation are satisfied and happy then and then only they may be loyal to the lic. A customer satisfaction questionnaire plays an important role in keeping the company on track and directing it towards success. Project report on customer satisfaction pdf download.
It is believed that a high level of customer satisfaction and perceived quality. Oct 31, 2011 the setting of mba final year project on customer satisfaction objective is the corer stone of a systematic study. Satisfied customers spend more money, refer more customers and patronize businesses longer than unsatisfied customers. First, this research draws on existing research on the factors influencing customer satisfaction. In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction. Customers derive satisfaction from a product or a service based on whether their need is met effortlessly, in a convenient way that makes them loyal to the firm. Customer satisfaction is all about understanding, defining, evaluating and managing customer requirements so that their expectations are satisfied thus the name. Customer satisfaction project report free download as word doc.
Customer satisfaction questionnaire please give your opinion to questions below and tell us how content you are with salzer electric. A project report on customer satisfaction survey of maruti. Hence, customer satisfaction is an important step to gain customer loyalty. To understand the requirement and expectation of customers regarding cosmetics. For example, a focus on customer satisfaction can work alongside existing segmentations to support. The impact of automated teller machine atm on customer satisfaction in access bank nigeria plc, kaduna. Organizations calculate the customer satisfaction score. The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Evidence from the uae article pdf available in international journal of advanced media and communication 43. Others used service quality dimensions to evaluate service quality. The study focused on the purchasing pattern of the consumers, to evaluate the satisfaction level of services provided by amazon, customer loyalty is usually viewed as the power force of the relationship between the attitude of individuals relative and repeat patronage. Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer. The setting of mba final year project on customer satisfaction objective is the corer stone of a systematic study.
Businesses often use customer satisfaction surveys to measure customer satisfaction. Customer satisfaction and loyalty research is so powerful primarily because it enables companies to communicate directly with customers about their needs assuring that the quality standards you establish reflect the voice of the customer and not just the company line. Pdf a study on customer satisfaction towards online shopping. 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. This project is based on the satisfaction of the cosmetic product among female customers.
Case study on state bank of india amruth raj nippatlapalli business management,v. Impact of electronic banking on customer satisfaction. Customer satisfaction and consumer loyalty 1 a research proposal. Final project report submitted in the fulfillment of requirements for the postgraduate diploma in management 200709 submitted to. Mba final year project on customer satisfaction projects. Pdf the survey involved gathering wide information on the company, its products, customer satisfaction and way of promotional activities by. But not only that, here are other reasons why a customer satisfaction. The research method will help in examining the various factors those results in satisfaction. A study on customer satisfaction for fastrack watches project report submitted by belli p k s2 mba under the supervision of asst prof dhanya department of business administration college of engineering trivandrum declaration we hereby declare that the project work, entitled assessment of product and service quality of. The relationship between customer satisfaction and service. In this paper the focus of research is customer satisfaction index as a base for new strategic marketing management.
Customer satisfaction has gained importance in the last few years. What about the relationship between customer satisfaction. The conceptual framework adopted for conceptualizing the online banking dimensions for which customer satisfaction may be evaluated was the online banking service quality dimensions identified by parasuraman et al 1991. They go on by saying that an increase in market share is direct linked to an increase in customer satisfaction and loyalty. Second, an empirical research is conducted to discover the combined effect of different factors on hand on customer satisfaction and on the other hand on efficiency. So a study on customer satisfaction helps the organization as well as me to gain a vast knowledge over the real world tastes and preferences of customer. Customer satisfaction is the individuals perception of the performance of the product or service in relation to his or her expectations. But not only that, here are other reasons why a customer satisfaction questionnaire is important in every company. Page 2 declaration i, the undersigned, hereby declare that the project report entitled a study on analysis of customer satisfaction with. This all leads to more revenue for businesses that can keep their customers satisfied. Customer is the king, this is all the more apt for todays business environment where, all other factors remaining more or less constant, it is the value addition to the customer that is making all the difference. Acknowledgement the research on customer satisfaction survey of maruti udyog ltd. A study on customer satisfaction of commercial banks.
Identification of factors that affect customer satisfaction is the main objective of the research. Unit 11 research project assignment customer satisfaction. Customer satisfaction is influenced by the type of service provided. This project is done to know the level of customer s satisfaction. Customer satisfaction is a broad concept and involves such factors as the quality of product, the quality of the service provided, the atmosphere of the location where the product or service is purchased, and the price of the product or service. Project report on customer satisfaction tvs motor cycle. In project management, customer satisfaction is part. The impact of automated teller machine on customer.
Hence, customer satisfaction is the most important part of any company to flourish. After liberalization, privatization andglobalization, there is intense. College,vikrama simhapuri university,india abstract. This project study evaluated customer service with online banking service quality in barclays bank kenya limited. Applying to the hospitality industry, there have been numerous studies that examine attributes that travellers may find important regarding customer satisfaction. Pdf in the era of globalization electronic marketing is a great revolution. This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty. In this research paper we studied customer satisfaction towards life insurance corporation of india lic, because consumer satisfaction is the first step to achieve consumer loyalty.
Pdf customer satisfaction meaning and methods of measuring. The study will be fruitful one when the basis laid down is a concrete one. The survey should include a limited number of questions. The concept of customer satisfaction is a function of customer. The commissioner of this thesis was karolina lassfolk operational director, trivsel. 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.
Customer satisfaction is a measure of how products or services supplied by a company meet customer expectations. Customer satisfaction is one of the most important issue concerning business organization of all types, which is justified by the customer. A project report on customer satisfaction survey of maruti udyog ltd. The importance of customer satisfaction and loyalty research why is customer satisfaction and loyalty research so important. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass. It has been proven by some researchers that service quality is related to customer satisfaction. Jul 25, 2011 below is the project closure survey that i frequently utilize to capture feedback from stakeholders. To study the level of customer satisfaction towards bajaj a project report submitted to the.
Online banking service quality and customer satisfaction a. Customer satisfaction is one of the main objectives of any organization. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer. This thesis also analyzes the factors that have impact on customer satisfaction and result in customer. Ravindra kumar roll no40 pgdm200709 new delhi institute. Apr 12, 2019 contents1 a study on customer satisfaction in big bazaar1. Method a novel method in marketing called fuzzy set qualitative comparative analysis is the used method. 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. This concept requires conformance to the requirements to ensure that the project produces the output that it is expected to create.
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. The rapid changes in business operations in contemporary times in the form of technological improvement require banks in nigeria to serve their customers electronically. Customers will have drastically different expectations, of an expensive. Internal customer satisfaction, project report mba internal. Every organization tries to know the customer satisfaction about their products. Impact of electronic banking on customer satisfaction chapter one introduction 1. A study of the factors influencing customer satisfaction. Year 2012 pages 50 today, competition among businesses has become increasingly intense and organizations realize that they cannot compete with each other solely on price, but need to focus on their valued customers. This project is done to know the level of customer s satisfaction towards. A study on customer satisfaction in big bazaar hsc projects. The consumer need means a demand for specific goods and services. Himalaya products are part of the knowledge of indigenous cultures and marginal societies across the globe which has stood the test of time. Mba marketing project report customer satisfaction towards. Project on customer satisfaction towards airtel essay example.
Customer satisfaction and loyalty research is so powerful primarily because it enables companies to communicate directly with customers about their needs assuring that the quality standards you establish reflect the voice of the customer. The 2 selected dimensions customer satisfaction, convenience, security, website functionality and customer. A study on customer satisfaction for fastrack watches project. Contents1 a study on customer satisfaction in big bazaar1.
A precise, accurate, and comprehensive scope of work is essential to accomplishing these ends. It refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction with the results of any project depends upon an upfront understanding of the customer s needs and agreement with the customer on how the project will address those needs. Unit 4 research project on customer satisfaction assignment.
A report of research carried out by tnsbmrb and ghk consulting ltd. The recommendations for the research project is that to increase the customer satisfaction level among the customers the airways industry should offer the quality services as well as the proper attention to the each customer and to some extent customize the services. For any other project, we interpret it as stakeholder satisfaction referring to those stakeholders who initiated the project. This sample survey highlights some of the best practices associated with capturing feedback about the project. A study of the factors influencing customer satisfaction and. Dec 14, 2016 mba final year project customer satisfaction 1.
The importance of customer satisfaction questionnaire. Certificate this is to certify that the project titled customer satisfaction of toyota is an academic work done by anmol arora submitted in partial fulfillment of the requirement for the award of the. If there are too many questions, people will not take the time to complete it. Customer satisfaction project management knowledge. More specifically, the focus is on examining the grouped impact of the factors. To analyze on what basis the customer tend to buy the cosmetic products. The project title is a study on customer satisfaction at pantaloons. The determinants of customer satisfaction towards cosmetic. We take 3, and understand customer satisfaction as fulfillment of customer needs or wants, regarding thereason or problem why they started the project. Pdf a study of customer satisfaction with online shopping. A study on customer satisfaction for fastrack watches project report submitted by belli p k s2 mba under the supervision of asst prof dhanya department of business administration college of engineering trivandrum declaration we hereby declare that the project. A study of customer satisfaction with online shopping.
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