Table of Content
Chapter 1:- Conceptual Overview
Chapter 2:- Research Methodology
Objective of Study
Scope and Rationale of Study Methodology Limitation of
StudyChapter 3:- Theoretical Background
Chapter 4:- Case Study
Introduction of Company profile and Product
About the work in company done by students
Chapter 5:- Data Analysis Chapter 6:- FindingsBibliography
Annexure CHAPTER - 1Chapter 1:- Conceptual Overview
CUSTOMER SATISFACTION
Satisfaction is a persons feelings of pleasure or disappointment
resulting from comparing a products perceived performance (or
outcome) in relation to his or her expectations.
Many companies are aiming for high satisfaction because
customers who are just satisfied still find it easy suits when
better offer comes along. Those who are highly satisfied are much
less ready to switch high satisfaction or delight credits an
emotional dignity with the brand, not just a relational preference.
The result is high customer loyalty. Their expectations are
influenced by their past buying experience, friends and associated
advice, marketers, competitors information and promises. If
marketers raise expectations too high, the buyer is to be
disappointed.
Definition:
Satisfaction is a function of perceived performance and
expectations. If the performance falls short of the expectations
the customer is satisfied. If the performance matches the
expectations the customer is satisfied. If the performance exceeds
expectations the customer is highly satisfied or delighted.
Cautions in measuring customer satisfaction:
When customer rates their satisfaction with an element of the
companys performance, the delivery company needs to recognize that
how the customer defines the good delivery. This could mean an
early delivery, on time delivery, order completeness and so on. Yet
the company had to spell out every element in detail, customer
would face a huge questionnaire. The company must also realize that
two customers can report being highly satisfied for different
reason.
Companies should also know that mangers and sales people can
manipulate their ratings on customer satisfaction. They can be
especially nice to customers just before the survey. Another danger
is company will go out of the way to please to customer; some
customers may express high satisfaction classification (even
satisfied) in order to receive more concessions.
Delivering customer value and satisfaction value chain:
The value chain as a tool for identifying ways to create more
customer value, every firm has a collection of activities that are
performed to design, produce market deliver and support it
products. The value chain identifies nine strategically relevant
activities. This nine value creating activity consists of five
primary activities and four support activities.
The primary activities represent the sequence of bringing
materials into the business. Converting them into final products,
shipping out final products, marketing them and providing service.
The support activities procurement, technology development, human
resource management and firm infrastructure.
Value delivering network:
To be successful the firms also need to look for competitive
advantage beyond its own operations, into the value chain of its
suppliers, distributors and customers. Many companies today have
partnered with specific suppliers and distributors to create a
superior value delivery network
Attracting and retaining customers:
In addition to attracting the new customers and retaining the
existing customers many companies are intent on developing stronger
bonds and loyalty in the supply chain
CHAPTER - 2
Chapter 2:- Research Methodology
Objective of Study
1. To know the customers satisfaction towards postpaid Idea
servives.
2. To know the customers behavior and response towards Idea
Company.
3. To find out the factors influencing the customers towards
postpaid Idea servives.
4. To know the activities and facilities provided by company to
satisfy customers.
5. To study welfare activities of the company.
6. To know the expectations of customers while connecting with
Idea Company.
7. To know how branded the Idea is?
8. To give remedial measures that can be implemented by
Idea.
Scope and Rationale of Study
The scope of the project report is to study the level of
satisfaction of the customers with Idea GSM. Every company wants
the feed back of their customer about the product, price, service
and promotional activities in order to know the customer attitude
towards its product. This study confirms that the Idea has
satisfied its customers with Idea GSM service.
Methodology
The data was collected through survey. The information was
collected directly from respondents. The survey was done by
personal interview, where the information was collected directly
from respondents in face-to-face situation.
The measurement technique used was a questionnaire.
Questionnaire was used as a formalized instrument would give the
respondents and the researchers a fixed pattern to conduct a
survey. The questionnaire was structured, as it would provide
better means of recording the information.
STATEMENT OF THE PROBLEM
Customer satisfaction is a general problem which every
organization face may be at high extent or may be at medium extent
or may at low extent.
Survey has been conducted to know the customers satisfaction.
The research conducted was descriptive research the objectives were
found out from the market by asking the customers about their
views.
SAMPE SIZE
The sample chosen contained 100 respondents. This number was
chosen taking into consideration on the time limit and inadequacy
of manpower for the survey. This population is from Bhopal
SAMPLING METHOD
The sampling method chosen is non probability in this survey it
was judgmental sampling. As the sampling unit was selected
according to the researchers judgment of income.
The respondents were interviewed in their work areas such as
office, hospital, home, school, and college.
Limitation of Study
The time given was not sufficient as only one person had to
conduct the survey.
The exact thinking of the respondents cannot be found out.
Surrogate error could be one of the limitations.
Findings are made with in the limited Information & views of
the respondents. So a chance of bias information is not totally
eliminated.
for project
contact : Khare Sir
mobile = 09329777353
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