Good: Satisfaction Customer Satisfaction
PROJECT REPORT
ON
CUSTOMER SATISFACTION
(BUSINESS RESEARCH METHODS)
APRIL: - 2013
SESSION: - 2012 - 2013
Submitted To: Submitted By:
Ms. Sugand Ankit Gupta
Assistant Professor MBA II
Department of Management Studies 28401
ABSTRACT
MY project report gives brief study, on what are Customer Satisfaction and the techniques of achieving Customer Satisfaction. It focuses on customer’s perceptions. Many firms are interested in understanding what their customers thought about their shopping or purchase experience, because finding new customers is generally more costly and difficult than servicing existing or repeat customers. Such researches provide a wider scope to the firms in the terms of high customer satisfaction.
TABLE OF CONTENTS
S.No.
Particulars
Page No.
1.
INTRODUCTION
Meaning of Customer Research
Why Organizations Focus on Customer Satisfaction?
Need of Customer Research
4
2.
Business Techniques of Customer Research
5
3.
Why Measure the Customer Satisfaction?
6
4.
Customer Satisfaction Measurement
7
5.
Need for Measuring Customer Satisfaction
8
6.
Review of Literature
9
7.
Research Methodology
10
8.
Bibliography
11
INTRODUCTION
CUSTOMER SATISFACTION
“Customer Satisfaction is a business term of how the products and the services supplied by the company meet or surpass the customer expectation. It is the key performance indicator within the business.”
…Berlin Asong
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
ON
CUSTOMER SATISFACTION
(BUSINESS RESEARCH METHODS)
APRIL: - 2013
SESSION: - 2012 - 2013
Submitted To: Submitted By:
Ms. Sugand Ankit Gupta
Assistant Professor MBA II
Department of Management Studies 28401
ABSTRACT
MY project report gives brief study, on what are Customer Satisfaction and the techniques of achieving Customer Satisfaction. It focuses on customer’s perceptions. Many firms are interested in understanding what their customers thought about their shopping or purchase experience, because finding new customers is generally more costly and difficult than servicing existing or repeat customers. Such researches provide a wider scope to the firms in the terms of high customer satisfaction.
TABLE OF CONTENTS
S.No.
Particulars
Page No.
1.
INTRODUCTION
Meaning of Customer Research
Why Organizations Focus on Customer Satisfaction?
Need of Customer Research
4
2.
Business Techniques of Customer Research
5
3.
Why Measure the Customer Satisfaction?
6
4.
Customer Satisfaction Measurement
7
5.
Need for Measuring Customer Satisfaction
8
6.
Review of Literature
9
7.
Research Methodology
10
8.
Bibliography
11
INTRODUCTION
CUSTOMER SATISFACTION
“Customer Satisfaction is a business term of how the products and the services supplied by the company meet or surpass the customer expectation. It is the key performance indicator within the business.”
…Berlin Asong
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