PROJECT REPORT

ON

“CUSTOMER SATISFACTION
STUDY”
WITH

“ MAHINDRA & MAHINDRA”

(MAHINDRA NEXGEN)

BY
SUMIT KUMAR RAJ
ROLL NO :- 18BC8690068
DEPARTMENT NO :- INT/122/19/BBA
UNDER GUIDANCE OF
Mr. SURANDRA KUMAR PRAJAPATI
GOSSNER COLLEGE RANCH
( RANCHI UNIVERSITY )
 CERTIFICATE

This is to Certify that SUMIT KUMAR RAJ ,

ROLL NO :- 18BC8690068 , Session :- 2017-
2020 has successfully completed the project
on the topic “CUSTOMER SATISFACTION
STUDY”. I appreciated his skill and diligence
and since of commitment in preparation of
the project work has been submitted as
partial fulfilment of the degree of BBA of
GOSSNER COLLEGE RANCHI this project has
been prepared exclusively for academic
purpose whatsoever.

Signature Signature
Internal Examiner External Examiner
 ACKNOWLEDGEMENT

“Teacher is like a mirror who always shows

our strength and weakness and help us to
groom our-self.”
The euphoria and satisfaction of the
completion of the project will be incomplete
without thanking the process responsible for
the project .
I would like to take this opportunity to thank
one and all , who were instrumental in grand
success of this project . In particular I wish to
thanks the following personalities :
I acknowledge GOSSNER COLLEGE
department of BACHLOR’S OF BUSINESS
ADMINISTRATION for providing opportunity
to this project in final year BBA. I heartedly
express our deep sense of gratitude to Mr.
SURANDRA PRAJAPATI .
I take this opportunity to bestow my gratitude
to all who helped me during the course of the
project for their inspiring guidance and kind
advice throughout the project work.
My special thanks to Mr. VINAY JOHN, ALL
OTHER TEACHING & NON-TEACHING STAFF of
GOSSNER COLLEGE ( BBA DEPARTMENT ) .
I am also thankful to “MAHINDRA NEXGEN”
(authorised dealer MAHINDRA & MAHINDRA)
for giving me an opportunity to pursue our
training in RANCHI. I would like to thank all
staffs, executive and senior executive to make
my project successful. Their continuous
support, guidance and encouragement have
helped me to do the work in an effect.

SUMIT KUMAR
RAJ
 CONTENTS
CHAPTER PAGE NO

CHAPTER- 1. INTRODUCTION

CHAPTER-2. OBJECTIVES

CHAPTER-3. COMPANY
PROFILE
CHAPTER-4. HISTORY OF
MAHINDRA & MAHINDRA
CHAPTER-5. PRODUCTS

CHAPTER-6. ANALYSIS &

FEEDBACKS.

CHAPTER-7. CONCLUSION
CHAPTER-8. BIBLIOGRAPHY

CHAPTER-9. QUESTIONNAIRE

CHAPTER-10. GALLERY
CHATER-1 =>
INTRODUCTION ABOUT CONSUMER
SATISFACTION :-

#MEANING –
*It is of how products and services supplied
by a company meet or surpass the customer’s
expectations.
*Customer expectation is the need, want, and
preconceived idea of a customer about a
product or a service.
*If customer expectation are met then the
customer satisfied.
 #WHO ARE CUSTOMERS? –
*Internal customer :- Internal customers are
people, department, units and groups within
an organization served by what we do.

*External customer :- External customers are

end users of the organizations product or
service depositors, borrowers, investors etc.

#WHY CUSTOMER SATISFACTION? –

*Customer is the boss of the market.
*Customer dictates market trends and
direction.
*The organization is dependent on the
customers and no other way round.
*Customer Satisfaction means loyalty with
the organization.
*The satisfied customers will help in bringing
the new customers by the “Word of Mouth”.
 #FACTORS AFFACTING CUSTOMER
SATISFACTION –
*Price
*Quality
*Service
*Brand Name
*Reputation
*Features

#LEVEL OF CUSTOMER SATISFACTION –

*Basic Need (Dissatisfiers): -
1) A service that the customer takes for
granted. He expects it to be present in the
product.
2) Absence of this need will lead to
dissatisfaction for the customers but the
presence of it will not lead to any satisfaction
as such.
*Performance Needs (Satisfiers): -
1) It is a need or want of the customer which
he specially asks for.
2)Better the performance more will be the
satisfaction of the customers.
3) These factors become the benchmark in
the competitive market.

*Excitement Needs (Delighters): -

1) A delighter is an unspoken of a customer.
2) It leads to very high level of satisfaction or
customer delight.
3) Absence of delighters does not result in
customer dissatisfaction while its presence
will enhance customer satisfaction.