A study of customer satisfaction towards Indus motor pvt ltd, vadakara ,Calicut

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A study of customer satisfaction towards Indus motor pvt ltd, vadakara ,Calicut

STUDY OF CUSTOMER SATISFACTION TOWARDS INDUS MOTOR Pvt ltd, Vadakara ,CALICUT

A SYNOPSIS REPORT SUBMITTED IN PARTIAL FULFILMENT OF THE REQUIRMENT FOR THE AWARD OF THE DEGREE IN

MASTER OF BUSINESS ADMINISTRATION

TO BANGALORE UNIVERSITY
SUBMITTED BY RASHIK KK REG. NO.09Q5CMAO28 UNDER THE GUIDANCE OF

PROF. B.PADMANABH
ASSOCIATE PROFESSOR

M. Tech, PGDBM (XLRI)

HILLSIDE INSTITUTE OF MANAGEMENT ACADEMY RAGHUVANNAHALLI, BANGALORE560062

(Affiliated to Bangalore University, Approved by AICTE) 2009-2011

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A study of customer satisfaction towards Indus motor pvt ltd, vadakara ,Calicut

PROJECT TITLE:A STUDY OF CUSTOMER SATISFACTION TOWARDS INDUS MOTOR Pvt ltd, Vadakara ,CALICUT

INTRODUCTION

The Concept of marketing is very important in achieving the organization goals consists in determining the needs & wants of target market & delivery the desired satisfaction more effectively & efficiently than the consumers.

Marketing encompasses all activities of exchange conducted by producers & middlemen in commerce for the purpose of satisfying consumer demand. In other words marketing comprises all the activities, which are involved in the determination & satisfaction of customers needs at a profit.

Market means any body of persons who are in intimate business relations and carry on extensive transaction in any commodity. Market includes both place and region in which buyers and sellers are in free competition with one another.

Marketing management is the process of planning, organizing, directing, co-coordinating, communicating, motivating and controlling marketing efforts to bring about consumer. fruitful exchange-profit to the marketer and satisfaction to the

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A study of customer satisfaction towards Indus motor pvt ltd, vadakara ,Calicut

Competitors that are prospering in the new global economy recognize that measuring customer satisfaction is key .only by doing so can they hold on to the customers they have and understand how to better attract new customers. The competitors who will be successful recognize that customer satisfaction is a critical.

The provision of goods or services which fulfill the customers expectations in terms of quality and service, in relation to price paid. Retailers know that satisfied customers strategic weapon that can bring increased market share and increased profits. Customer satisfaction is essential to the survival of a business. The best way to determine customers level of satisfaction is to ask them .The degree to which there is match between the customers expectations of the

product and the actual performance of the product.

Satisfaction arises when an expectation is being fulfilled.

Customer

satisfaction refers to the extent to which customers are happy with the products and services provided by a business. It is important to gain high levels of customer satisfaction in a business as satisfied customers are most likely to be loyal and make repeat orders and continue using the services provided by a business. There are many factors that can lead to high customer satisfaction, namely : Providing personal attention to the needs of individual customers offers of products and services which are customer focused High Levels of value for money attribute Excellent after sales services. The popular and widely used instruments of measurement of customer satisfaction are questionnaires.

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A study of customer satisfaction towards Indus motor pvt ltd, vadakara ,Calicut

Treat your customers like your friends and theyll always come back

STATEMENT OF THE PROBLEM

To find out the level of customer satisfaction with respect pre sales , point of sales and post sales service of products . To find out if any shortcomings exists in the services and recommend any improvements

NEED AND IMPORTANCE OF STUDY :

This study will help me to understand customer needs and problems during the survey and obtaining customer feedback for improving product and services and suggesting measures to the company to improve satisfaction among customers and retaining them for lifelong. And this study will existing help to

Understanding the expectations and requirements of all the customers.

OBJECTIVES OF THE STUDY :

 To know the present customer satisfaction level of pre sales , point of sales and post sales service of Maruthi products.  To know whether the customers are satisfied with the present pricing strategy put by the company.

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A study of customer satisfaction towards Indus motor pvt ltd, vadakara ,Calicut

SCOPE OF THE STUDY : The scope of the study will be limited to Vadagara ,Calicut of the Maruthi range of automobiles. We will be looking at service and the pricing levels of the products.

METHODOLOGY :
Research It must be systematic and follow a series of steps and a rigid standard protocol. These rules are broadly similar but may vary slightly between the different fields of science. Research methodology Research is a diligent and systematic enquiry or investigation into a subject in order to discover or revise facts, theories , applications etc. methodology is a system of methods followed by particular discipline, thus , research methodology .is the way of how we conduct our research. Research design:  A systematic plan used to guide how archaeologists interpret the past. A research design will contain one or more questions about the past, observations and analysis, interpretations , and a form of communications that conveys the archaeological interpretations to a variety of audiences.  Also known as a market research briefly, this is a basic plan which guides the data collection and analysis phases of the research product. An overall plan of action to be followed during an experiment to be sure that the objectives are met. Often the specific procedures to solve problems are included in the research design.  Research design-the controlling plan for a marketing research study in which the methods and procedures for collecting and analyzing the information to be collected is specified Type of data:  Primary data  Secondary data Primary data

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A study of customer satisfaction towards Indus motor pvt ltd, vadakara ,Calicut

The primary data is collected for the purpose of studying the topic for the project and identifying the issues involved. The primary data collected during the study includes the data collected by the way of administering questionnaires followed by interaction. Collected to address the specific issue or problem under study. These data can be gathered internally or externally through surveys, observations, experiments and stimulation. Information collected directly from a responded population as opposed to secondary or published data.

STRUCTURED QUESTAINAIRE
A form containing a set of questions; to people to gain statistical information. A list of questions-socio-economic or political data on individuals and households. Its good technique, because (printing, collecting, analysis)is low relative.

PERSONAL INTERVIEW
Under personal interview method of collecting data, there is a face-to-face contact with the persons from whom the information thus obtained is first-hand or original in character.

SECONDARY DATA
It includes data collected from existing records within the organization. It includes the data collected from journal & magazines like insurance chronicle & Asia insurance post and website of the firm. Data already gathered for one use that is then utilized for another purpose. For example, a person researches income distribution using data collected by the department of commerce. In research, secondary data is collected and possibly processed by people other than the researcher in question. Common sources of secondary data for social science include census, large surveys, and organizational records. In historical research secondary sources are summaries, collections, and interpretations of primary sources.

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A study of customer satisfaction towards Indus motor pvt ltd, vadakara ,Calicut

Type of the study

Quantitative Study:
Quantitative Study is used widely in social sciences such as psychology, sociology, anthropology, and political science. Research in mathematical sciences such as physics is also 'quantitative' by definition, though this use of the term differs in context. In the social sciences, the term relates to empirical methods, originating in both philosophical positivism and the history of statistics, which contrast qualitative research methods.

Qualitative Study:
Qualitative research is a method of inquiry employed in many different academic disciplines, traditionally in the social sciences, but also in market research and further contexts. Qualitative researchers aim to gather an in-depth understanding of human behavior and the reasons that govern such behavior. The qualitative method investigates the why and how of decision making, not just what, where, when. Hence, smaller but focused samples are more often needed, rather than large samples. Secondary data like other magazines, newspapers etc is used to make a detailed study The project has Descriptive Research Descriptive Research : this research is focused on providing an accurate description on price strategies and accessing the level of customer satisfaction.

SOURCES OF DATA Type of data Primary data :

The data collected first hand by the researcher concerned with the research problem refers to the Primary data.

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A study of customer satisfaction towards Indus motor pvt ltd, vadakara ,Calicut

Secondary data : The information available at various sources made for some other purpose but facilitating the study undertaken is called as Secondary data.

Limitation of study
 The Research covers a sample size of only 50, which could be small as compared to the population.

 The study was confirmed to Vadakara due to which the result cannot be applied universally.

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A study of customer satisfaction towards Indus motor pvt ltd, vadakara ,Calicut

CHAPTER SCHEME Chapter.1 Introduction

This chapter mainly deals with the Introduction to Customer expectation, various avenues of promotional Activities, how it work and its importance to organization.

Chapter.2 Company/Organizational Profile

The current trends in the industry and brief company profile will be outlined. The products and services the company offers will also been briefed.

Chapter.3 Research Design

A Research design serves as a bridge between what has been done in the conduct of the study to realize the specified objectives. It is an outline of the projects working.

Chapter.4 Impact of Promotional Activities on customer expectation with respect to Del Monte. In this chapter using data collected, the information will be
tabulated and an analysis will be drawn, based on questionnaire and interview method.

Chapter.5 Summary of Findings, Suggestions and Conclusion

In this chapter, we will actually include all that we have analyzed and what has been found. Finally conclude checking whether the objectives of the study have been achieved or not

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