M school of management in partial fulfillment of the requirements for the award of the degree of master of business administration by s. 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. 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. 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 purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. In project management, customer satisfaction is part. This project study evaluated customer service with online banking service quality in barclays bank kenya limited. Scribd is the worlds largest social reading and publishing site. This standard can vary from very specific to more general standards.
Pdf customer satisfaction meaning and methods of measuring. 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. The customer satisfactioncustomer loyalty association is one of the most vital relationships for marketing theory and practice, due to the marketing. This guide has defined customer satisfaction as well as given you ways to measure it. Project on customer satisfaction towards airtel essay. Impact of electronic banking on customer satisfaction. It also depends on how efficiently it is managed and how promptly services are provided. The use of information and communications technologies icts have changed the way of conducting business transactions and meeting the growing demands of customers for most organizations mimako, gyamfi and wandaogou, 20.
This satisfaction could be related to various business aspects like marketing, product manufacturing, engineering, quality of. This all leads to more revenue for businesses that can keep their customers satisfied. The determinants of customer satisfaction towards cosmetic. Introduction to customer satisfaction whether the buyer is satisfied after purchase depend on the offers performance in relation to the buyer expectation. Impact of electronic banking on customer satisfaction chapter one introduction 1. To study the effect of advertisement on the customers. All the business activities of an organization have now shifted their. Giese and cote defining consumer satisfaction focus of the response the focus identifies the object of a consumers satisfaction and usually entails comparing performance to some standard.
Customer satisfaction is all about understanding, defining, evaluating and managing customer requirements so that their expectations are satisfied thus the name. Introduction to customer satisfaction and loyalty free. Mba final year project on customer satisfaction free download as word doc. Another seminal work is the study conducted by dube et al. Ankur saxena technocrats institute of technology mba, bhopal, india 1. The ways banks could enhance their service delivery so. Satisfaction is a function of consumers belief that he or she was treated fairly,hunt. The introduction includes history as well as general knowledge about the business process of the company. 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. 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. To study the level of customer satisfaction towards bajaj a project report submitted to the. It is a measure of how products and services supplied by a company meet or surpass customer expectation.
Applying to the hospitality industry, there have been numerous studies that examine attributes that travellers may find important regarding customer satisfaction. The entry of private companies promoted the use of cellular phones in the country. First, this research draws on existing research on the factors influencing customer satisfaction. I would also like to express my gratitude to all of my colleagues and friends who. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass. The relationship between the dependency level of banks customer satisfaction on customer relationship management. This project is done to know the level of customers satisfaction towards. 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. The importance of customer satisfaction and loyalty research why is customer satisfaction and loyalty research so important. I have chosen for a qualitative empirical research study taken from a singular desk research angle which incorporates a study of academic papers, thesis and dissertations in customer satisfaction and. A study of the factors influencing customer satisfaction. Many companies and many consulting organizations as well still believe they candrive customer loyalty thought creating everhigher levels of customer satisfactions. Antecedents of customers repatronage intentions yap sheau fen a kew mei lian kdu college abstract this study was designed to examine the relationship between service quality, customer satisfaction and customers repatronage intentions in the context of the restaurant industry. This is to certify that the project titled customer satisfaction of toyota is an academic work done by.
The first chapter provides the general introduction part where it. The way banks can monitor their services to ensure effective customer satisfaction. The project entitled a study on customer satisfaction of airtel mobile network in chennai is carried out with an objective to determine the consumer preference and satisfaction. Collect, analyze, and use data on customer satisfaction for every stage of your funnel, every interaction and touchpoint, every product launch, and. Acknowledgement the research on customer satisfaction survey of maruti udyog ltd. 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. More specifically, the focus is on examining the grouped impact of the factors. To study the opinion of customers regarding its features like mileage, price etc. Customer satisfaction surveys badanie satysfakcji klienta. Customer satisfaction is your business, regardless of your product, industry, or niche. Introduction with the rapid global growth in electronic commerce ecommerce, businesses are attempting to gain a. Customer satisfaction is an ambiguous, abstract and confusing concept.
This project is based on the satisfaction of the cosmetic product among female customers. Three essays on the customer satisfactioncustomer loyalty association by. Three essays on the customer satisfactioncustomer loyalty. 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. Introduction the term customer satisfaction is one of the very essential concepts, as it provides marketers and business owners with a metric that they can use to administer and progress their businesses. In general satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance relation to hisher expectations.
Relationship between product quality and customer satisfaction. The first step in every research project is to investigate existing research related. Customer satisfaction, customer motivation and inhibition, online shopping, online vendor, spss software. A precise, accurate, and comprehensive scope of work is essential to accomplishing these ends. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. Customer satisfaction has gained importance in the last few years. This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty.
Customer satisfaction with the results of any project depends upon an upfront understanding of the customers needs and agreement with the customer on how the project will address those needs. Customer satisfaction is the customers fulfillment response to a consumption. The commissioner of this thesis was karolina lassfolk operational director, trivsel. With economy opening up in this sector, competition has increased manifold. To study about the customer satisfaction on the services provided by the dealers. Introduction marketing is a social and managerial process by which. Thats true today, and will only increase in importance in the years to come. To study the opinion of the customers regarding the availability and cost of spare parts. Customer satisfaction and service quality are leading components in the sys tem of external relations of each organization, as today they largely. This concept requires conformance to the requirements to ensure that the project produces the output that it is expected to create. Introduction to customer satisfaction free download as word doc. Organizations calculate the customer satisfaction score. 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 any organisation and plays a key role in an.
Customer satisfaction project management knowledge. What is customer satisfaction management study guide. If your customers are unhappy, theyll leave, and no business can survive and compete long term with a serious churn problem. The benefits and importance of customer satisfaction.
Customer satisfaction often abbreviated as csat is a term frequently used in marketing. The research on customer satisfaction survey of maruti udyog ltd. Mba final year project on customer satisfaction customer. Impact of customer satisfaction on customer retention. After liberalization, privatization andglobalization, there is intense competition and the world has become a global village.
Customer satisfaction is a part of customers experience that exposes a suppliers behavior on customers expectation. The rapid changes in business operations in contemporary times in the form of technological improvement require banks in nigeria to serve their customers electronically. Satisfied customers spend more money, refer more customers and patronize businesses longer than unsatisfied customers. The setting of mba final year project on customer satisfaction objective is the corer stone of a systematic study. A report of research carried out by tnsbmrb and ghk consulting ltd. The desire to manage relationships with customers leads to. A case study of a reputable bank in oyo, oyo state. Mba final year project on customer satisfaction by rajesh. The impact of automated teller machine on customer. Customer service quality, product quality, customer satisfaction and loyalty can be measured at different stages, for example, at the beginning of the purchase, and one or two years after purchase. Customer satisfaction or delight or loyalty or whatever word you use is incredibly important to the health of your business. In this project research study, the customer satisfaction surveys used numerical. Introduction customer satisfaction is a persons feeling of pleasure or disappointment resultingfrom a products perceived performance in relation to his or her expectations.
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