Customer Satisfaction on Maruti Suzuki
FACTORS AFFECTING CUSTOMER
SATISFACTION :
A STUDY ON MARUTI-SUZUKI
Name : PROSEN SAHA 11/MBA/34
AKNOWLEDGEMENT
Firstly, I would like to thank my project guide Mr.Subhadip Sarkar for giving me the opportunity to work on this project. His valuable suggestions, guidance and supervision had helped us to a great extent in accomplishing this project. This project has no doubt has given us the knowledge and the experience.
I also take this opportunity to thank all the Respondents for their valuable time and their valuable responses without which the project would have not been possible.
CONTENTS
1. ABSTRACT 2. INTRODUCTION 3. LITERATURE REVIEW 4. RESEARCH METHODOLOGY 5. QUESTIONAIRE 6. FINDINGS AND ANALYSIS 7. CONCLUSION 8. BIBLIOGRAPHY
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Abstract
Exceptional customer service results in greater customer retention, which in turn results in higher profitability. Customer loyalty is a major contributor to sustainable profit growth. To achieve success, a company must make superior service second nature of the organization. A seamless integration of all components in the service-profit chain – employee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth – links all the critical dynamics of top customer service. Many companies forget that satisfying customer needs and continuous value innovation is the only path to sustainable growth. This creates opportunities for new, smaller companies to emulate and improve upon what made their bigger competitors successful in the first place and steal their customers. Organizations are increasingly interested in retaining existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. In this paper I would like to emphasis on Customer Satisfaction towards Maruti-Suzuki – A
SATISFACTION :
A STUDY ON MARUTI-SUZUKI
Name : PROSEN SAHA 11/MBA/34
AKNOWLEDGEMENT
Firstly, I would like to thank my project guide Mr.Subhadip Sarkar for giving me the opportunity to work on this project. His valuable suggestions, guidance and supervision had helped us to a great extent in accomplishing this project. This project has no doubt has given us the knowledge and the experience.
I also take this opportunity to thank all the Respondents for their valuable time and their valuable responses without which the project would have not been possible.
CONTENTS
1. ABSTRACT 2. INTRODUCTION 3. LITERATURE REVIEW 4. RESEARCH METHODOLOGY 5. QUESTIONAIRE 6. FINDINGS AND ANALYSIS 7. CONCLUSION 8. BIBLIOGRAPHY
-------------------------------------------------
Abstract
Exceptional customer service results in greater customer retention, which in turn results in higher profitability. Customer loyalty is a major contributor to sustainable profit growth. To achieve success, a company must make superior service second nature of the organization. A seamless integration of all components in the service-profit chain – employee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth – links all the critical dynamics of top customer service. Many companies forget that satisfying customer needs and continuous value innovation is the only path to sustainable growth. This creates opportunities for new, smaller companies to emulate and improve upon what made their bigger competitors successful in the first place and steal their customers. Organizations are increasingly interested in retaining existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. In this paper I would like to emphasis on Customer Satisfaction towards Maruti-Suzuki – A
Bibliography: Websites 1. http://economictimes.indiatimes.com/news/news-by-industry/auto/automobiles/Car-buyers-in-India-search-the-web-forresearch/articleshow/5434814.cms 2. http://en.wikipedia.org/wiki/Likert_scale 3. http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-Marketing_Metrics-0#cite_note-. Marketing_Metrics-0 4. http://en.wikipedia.org/wiki/File:Customer-satisfaction-scale.png