Project Proposal on Customer Satisfaction

Topics: Total quality management, Good, Customer Pages: 3 (689 words) Published: July 4, 2012
Customer Satisfaction
Products / Services
Goel Scientific Glass Works Pvt Lmt.

By: - Seema. R. Saxena

Aiming for the customer satisfaction is the most challenging task in every organization. Through the satisfied customers, a firm an easily measure the effectiveness of the business, its potential and position in the industries, and the areas that are needed to polish and improve. Keeping the trust of a customer is not an overnight miracle but with full of patience and bountiful of effort. Why Organizations Focus on Customer Satisfaction

Businesses monitor customer satisfaction in order to determine how to increase their customer base, customer loyalty, revenue, profits, market share and survival. Although greater profit is the primary driver, exemplary businesses focus on the customer and his/her experience with the organization. They work to make their customers happy and see customer satisfaction as the key to survival and profit. Customer satisfaction in turn hinges on the quality and effects of their experiences and the goods or services they receive.

Background and Problem Statement
The products and services that are sold in the most favorable prices can be an initial step of the firm in obtaining the trust and be included in the top list of the customers. However, because of the tight competition, the perception of the customers and potential customers are also divided according to the services that they want to achieve.  Research Aim and Objectives

The aim of the study is to determine the satisfaction on the services and products delivered by the company towards their customers to attract other potential customer. There are three objectives that can be the guidance of the researcher/s in reaching for their goal and, in also, measuring the impact of customer satisfaction to their effectiveness in the market. First objective is to recognize the various...

References: Gitman, L., & McDaniel, C., (2005) “The Future of Business: The Essentials”, Mason, Ohio: South-Western.
Hackl, P. and Westlund, A.H. (2000) “On Structural Equation Modeling for Customer Satisfaction Measurement’’, Total Quality Management, Vol. 11 No. 4
Hansemark, O.C. and Albinsson, M. (2004) “Customer Satisfaction and Retention: The Experiences of Individual Employees”, Managing Service Quality, Vol.14, No.1.
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