Customer Satisfaction of Excide

Topics: Customer, Electric batteries, Customer satisfaction Pages: 54 (14325 words) Published: March 6, 2011
CUSTOMER SATISFACTION AMONG USERS OF EXIDE.
* A GENERAL STUDY
Summer Project
Submitted by
Niranjan V Paul
For the award of the
POSTGRADUATE DIPLOMA IN BUSINESS MANAGEMENT

LOYOLA INSTITUTE OF BUSINESS ADMINISTRATION
LOYOLA COLLEGE, CHENNAI

CUSTOMER SATISFACTION AMONG USERS OF EXIDE.
* A GENERAL STUDY
Summer Project
Submitted by
Niranjan V Paul
For the award of the
POSTGRADUATE DIPLOMA IN BUSINESS MANAGEMENT

LOYOLA INSTITUTE OF BUSINESS ADMINISTRATION
LOYOLA COLLEGE, CHENNAI

ACKNOWLEDGEMENTS
I would like to thank Mr. Chandrahasan for facilitating this entire internship process right from the beginning and for giving me valuable insights regarding this study. Mr. Vadivel, head of the Bangalore division of Exide, deserves a special mention for guiding me during each and every step that I took while developing the questionnaire and while collecting the responses. Finally, my regards to all the people at various Exide dealer shops across Bangalore – Mr. Livingstone, Mr. Lever, Mr. Aaron, Mr Isaac, Michael, Ravi and many others, for helping me out whenever needed.

Table of Contents
ACKNOWLEDGEMENTSi
LIST OF TABLES:iv
LIST OF FIGURES:vi
ExECUTIVE SUMMARYviii
Chapter 11
INTRODUCTION TO THE COMPANY1
1.1An Overview of the Battery Industry in India1
1.2 Exide Industries Limited:2
1.3 Customer Satisfaction – What does it mean?5
1.4 Importance of Measuring Customer Satisfaction:6
Chapter 27
LITERATURE REVIEW7
2.1 Customer Satisfaction:7
2.2 The Need for Customer Satisfaction8
2.3 Methods of Conducting a Customer Satisfaction Study8
2.4 Differences between evaluating satisfaction for products and services9
2.5 Methods of Evaluation of Customer Satisfaction9
2.6 Customer Profiling:11
Chapter 312
METHOD OF STUDY12
3.1 Context12
3.2 Project Objectives12
3.3 Methodology - Approach Followed13
3.4 Problem Definition13
3.5 Broad Research Question13
3.6 Information Need13
3.7 Research Design:14
3.8 Data Collection from Secondary Sources:14
3.9 Data Collection from Primary Source15
3.10 Hypothesis Formulation15
3.11 Timeline of Data Collection17
3.12 Sampling17
3.13 Analysis and Generation of Results17
3.14 Originality and Value17
3.15 Scope18
3.16 Limitations of the Study18
Chapter 419
Analysis of the Study19
4.1 SATISFACTION LEVELS19
4.1.1 Quality Satisfaction Level19
4.1.2 Variety Satisfaction Level21
4.1.3 Service Support Satisfaction Level22
4.1.4 Courtesy Satisfaction Level24
4.1.5 Price Satisfaction Level26
4.1.6 Discount Satisfaction Level28
4.1.7 Warranty Satisfaction Level30
4.1.8 Replacement Satisfaction Level32
4.1.9 Overall Satisfaction Level34
4.2 Profile of Customers35
4.2.1 Age35
4.2.2 Income35
4.2.3 Purpose of Purchasing a Battery36
4.2.4 Number of years of being a customer of Exide36
4.3 Brand Value of Exide37
4.4 Relationship between Factors37
4.5 Individual Satisfaction Levels – Overall Satisfaction Level Correlation Analysis:56
4.6 Individual Satisfaction Levels – Future Purchase Correlation:62
4.7 Future Sales Prediction:67
Chapter 569
RECOMMENDATIONS AND CONCLUSION69
5.1 Strengths of Exide69
5.2 Areas for Improvement69
5.3 Recommendations70
5.4 Conclusion70
ANNEXURE 171
Customer Satisfaction among Users of Exide Batteries - A Questionnaire71
References74
CURRICULUM VITAE75

LIST OF TABLES:

Table 4.1: Quality Satisfaction.............................................................................................20 Table 4.2: Variety Satisfaction.............................................................................................22 Table 4.3: Service Support Satisfaction...............................................................................24 Table 4.4: Courtesy...

References: 5)Bateson, J. A. (1999). Managing Services Marketing: Text and Reading.
6)Center for the Study of Social Ploicy (2007). Customer Satisfaction: Improving Quality and Access to Services and Supports in Vulnerable Neighbourhoods - What the Research tells us.
7)Gronroos C
8)Joan L. Giese and Joseph. A. Cote (2002). Defining Customer Satisfaction. Academy of Marketing Sciene Review .
9)Kano N and N Seraku (1996). Must be Quality and Attractive Quality. The Best on Quality .
10)Oksana Mont and Andrius Plepys (2003). Customer Satisfaction: Review of Literature and Application to the Product - Service Systems.
11)Parker, B
12)Sekaran, U. Research Method for Business.
13)Wilson R and Robert Peterson (1992)
14)Yi, Y (1990). A Critical Review of Customer Satisfaction. American Marketing Association.
15)Zelenzy L.C. (1999). Educational interventions that improve environmental behaviours: A meta analysis. Journal of Environmental Education , 1 - 20.
NAME : Niranjan V Paul
DATE OF BIRTH : 22 October, 1986
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