1.

TITLE OF THE PROJECT

“ANALYTICAL STUDY OF CUSTOMER SATISFACTION”

2. STATEMENT ABOUT THE PROBLEM

This study will analyse customer satisfaction. The study of how people use services, what they use, when they use and why they use.
Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet
meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a
Balanced Scorecard

It blends elements from psychology, sociology, sociopsychology, anthropology and economics. It attempts to understand the buyer
decision processes/buyer decision making process, both individually and in groups. It studies characteristics of individual Customer such
as demographics, psychographics, and behavioral variables in an attempt to understand people’s wants. The level of satisfaction can
also vary depending on other options the customer may have and other services against which the customer can compare the
organization’s products or services. In today’s competition conditions, which factors cause customer satisfaction, which variables change
customer satisfaction in which ways and how these variables can be managed, for which segments which activities can be designed are
the main questions that marketing managers must consider.

4. WHY IS THE TOPIC CHOSEN

My project title is analytical study of customer satisfaction. This helps to know Customer satisfaction with a service by using
the gap between the customer’s expectation of performance and their perceived experience of performance. This provides the
measurer with a satisfaction “gap” which is objective and quantitative in nature. “Customer satisfaction provides a leading indicator of
consumer purchase intentions and loyalty.” Customer satisfaction data are among the most frequently collected indicators of market
perceptions. These above reasons that’s why I was choosing particular topic.

3.EXPECTED CONTRIBUTION FROM THE STUDY

The study will help to introduce innovative techniques offering a right mix of flexibility/risk/return depending, which will suit the
requirement of the customers and should target specific niches, which are poorly served or not served at all. The study will help the
agents to directly approach the local customer with the right products, so that there overhead to find the target customer in the local
market will be reduced at large. By study this information, the company would be able to better design schemes & services & target
right prospects’ needs & wants. More people will get aware about product that will increase profit level of the Organization. This study
helps to identify the behavior of customer when there are no offers &schemes from Organization.
4.OBJECTIVE AND SCOPE OF THE STUDY

Fixing the objective is like identifying the star. The objective decides where we want to go, what we want to achieve and what is our
goal or destination

1. To study the factors influencing the purchase decision of customers.

2. Comparative study of customer’s perceptions regarding Product with other Companies Product.

3. To analyze overall satisfaction level of customers for Product..

4. To analyze Customer opinion about Product & Services.

5.Scope

My study will be confined to investigate study of customer satisfaction & perception about Product & Services. Customer satisfaction is
an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and
product/service to product/service.

6.RESEARCH METHODOL OGY

Research methodology in a way is a written game plan for conducting research. Research methodology has many dimensions. It
includes not only the research methods but also considers the logic behind the methods used in the context of the study and complains
why only a particular method of technique has been used.

There are basically two techniques adopted for obtaining information:

RESEARCH DESIGN:- The research design will be used in this study is both ‘Descriptive’ and ‘exploratory/

casual/Experimental’.

DATA COLLECTION METHODS: The data will be collected using both by primary data collection methods as well as
secondary sources.
 Primary Data: Most of the information will be gathered through primary sources. The methods that will be used to collect

primary data are:

1. Questionnaire

2. Interview
Secondary Data: The secondary data will be collected through:

 Text Books

 Magazines

 Journals

 Websites

METHOD USE TO PRESENT DATA:

 Data Analysis & Interpretation – Classification & tabulation transforms the raw data collected through questionnaire in to

useful information by organizing and compiling the bits of data contained in each questionnaire i.e., observation and responses are

converted in to understandable and orderly statistics are used to organize and analyze the data:

 Calculating the percentage of the responses.

 Formula used = (no. of responses / total responses) * 100

REPORT WRITING AND PRESENTATION

 Report Encompasses – Charts, diagrams

Sample Size: 100

Universe refers to the total of the units in field of inquiry. Our universes will all the peoples those are using services.
METHOD OF SAMPLING:

The technique used for conducting the study will convenience sampling technique as sample of respondents will be chosen according to

convenience.

STATICAL TOOLS:

MS-EXCEL AND MS-WORD.

6. CHAPTER SCHEME

7.Detailed/final project report will include the following chapters :-

1.Introduction

1.1. Objective and scope of study

1.2 Location & Duration

2. Theoretical Backg round

3. Company Profile

4. Methodolog y (Details of methodolog y used in studying and collecting the data and issue
will be described)

5. Data analysis and interpretation

6. Finding

7. Recommendation

8. Conclusion

9. Bibliog r aphy

10. Appendix