MINOR PROJECT-II REPORT

TITLE OF PROJECT REPORT

Undertaken at

“Kasturi Ram College of Higher Education”

(Affiliated to GGSIPU)

Submitted in partial fulfillment of the requirements for the award of the

degree of

BACHELOR OF BUSINESS ADMINISTRATION

(2022-2025)
Under the guidance of Submitted by
Ms. Deepika Rani Student Name
Assistant Professor Enrollment No:
Department of Management
 CERTIFICATE FROM STUDENT
To Whom It May Concern

I___________________, Enrollment No.____________________ from

B.COM(H)- IV semester of the__________ (Name of Institute) Delhi
hereby declare that the Minor Project –II Report (BBA 218) entitled
______________________________is an original work and the same
has not been submitted to any other Institute for the award of any other
degree. A presentation of the Minor Project-II Report was made on
__________________________ and the suggestions as approved by the
faculty were duly incorporated.

Date: Signature of the student

 CERTIFICATE FROM FACULTY MENTOR OF
THE INSTITUTE

Certified that the Minor Project-II Report submitted in partial fulfillment

of BACHELOR OF BUSINESS ADMINISTRATION to be awarded
by G.G.S.I.P. University, Delhi by_____(student
name)________________, Enrollment No. ( ) has been
completed under my guidance and is satisfactory to be accepted for the
program.

Date: Signature of the Guide

Name of the Guide: Ms. Deepika Rani

Designation: Assistant Professor

 ACKNOWLEDGEMENT

I am sincerely thankful to Ms. Deepika Rani (Assistant Professor), under whose

guidance I have successfully completed this project and time spent with him had
been a great learning experience. I think her constant encouragement, warm
responses and for filling every gap with valuable ideas has made this project
successful. She made it possible for me to put all my theoretical knowledge to
work out on the topic “____(NAME OF THE TOPIC)___________”.

A mammoth project of this nature calls for intellectual nourishment, professional

help and encouragement of many people. I am thankful to all of them for their help
and encouragement. I wish to acknowledge my great debt to all of them whose
ideas and contribution influenced me to complete my project.

STUDENT NAME

ENROLLEMENT NO.

CLASS
 TABLE OF CONTENTS
Topic Page No.
Chapter I: Introduction- About the Company
Company Profile
Chapter II: Industry Profile
Profile of the Industry
Chapter III: About the Project – Description of the
project methodology.
Chapter IV: Learning summary – Summary of the
findings
Chapter V: Conclusion
Findings of the work
Recommendations
References/ Bibliography
Annexure
 CHAPTER 1:
INTRODUCTION
INTRODUCTION

Brief of overview of study:-

CUSTOMER SATISFACTION: Customer satisfaction measures how

well a company’s products or services meet or exceed customer

expectations. These expectations often reflects many aspects of the

company’s business activities including the actual product, service,

company, and how the company operates in global environment.

Customer satisfaction measures are an overall psychological evaluation

that is based on the customer’s lifetime of product and service

experience.

IMPORTANCE OF CUSTOMER SATISFACTION

The importance customer satisfaction is apparent when you realize that,

without customers, you don’t have a business. A single unsatisfied

customer can send more business away from your company than 10

satisfied customers. The more focus on your customer retention and

customer support, the more long term business you’ll get. It’s worth it to

focus on customer satisfaction strategies, no matter how large or small

your company is.

Understanding the need of customer is critical.

A business relationship, just like any other relationship relationship, relies on both
people
getting their needs met. No matter what type of business you are in, all

customers want the same thing. They want to feel welcomed and

appreciated by you and your staff. They don’t want to get the

impression that they are just being used by you for money. Small

interactions like “Thank You” and a nice smile can go a long way toward

customer satisfaction.

Make sure your employees operate with the same principles.

A big part of customer satisfaction is reliability. If customers come to

expect a certain mode of behaviour from you and your employees, you

should deliver it them to each and every time. Customers want to be able

to rely on you. They expect consistent delivery times (if applicable) and

support. By training your employees to treat all customers with same

respect, your customers will all have the same experience with your

company, which will increase customer satisfaction.

 Be honest when you don’t meet expectations:

Customer satisfaction is at its most important when something goes

wrong in the chain of delivery. Whether a customer was double charged

or didn’t receive what she he ordered, your employees need to handle the

situation utmost care. Your employees should apologize and take step to

rectify the situation. The phrase “the customer is always right” is at the

core of a good customer satisfaction strategy. It doesn’t matter whether or

not the customer misread the the instructions or made made the mistake;

your employees should take the steps to make the customer happy.

Customer satisfaction is the foundation of a goodbusiness.

Satisfied customers will make a great foundation for return business, and they may
also bring in their friends and associates. Remember that customers are the heart of
any business. Keep them satisfied, and encourage them to tell their friends about
their experiences with your business.
 Satisfaction Measurement: Affective Measure of Customer
Satisfaction

A customer’s attitude (liking/disliking) towards a product information or

experience whether perceived or real. Again, it is meaningful to measure attitudes
towards a product or service that a consumer has never used, but not satisfaction.

Customer satisfaction means taking complete care of customer by giving them

complete knowledge about the product and about all the feature of that particular
product

Customer satisfaction is the end result of your interaction with the customer. By
giving the best customer service and making sure that the customer was given the
best resolution at the end of the call, then we can say that the customer is satisfied
even if it's not verbally said.

According to me customers are those who pay (salary). Satisfaction is the key to
hold the customer for future business. Complete knowledge must be given; each
and every query must be clarified by the seller. If a customer remembers you for
future business then we can say that customer is satisfied.

DEFINITION

According to Harold E Edmondson “Customer satisfaction” is defined as "the

number of customers, or percentage of total customers, whose reported experience
with a firm, its products, or its services (ratings) exceeds specified satisfaction
goals.".

Customer satisfaction is defined by whether the customer chooses to do business

with you or your company in the future. Many factors play a role in customer
satisfaction, including customer service, product quality and the ease of doing
business. Companies must consider customer satisfaction as an important role in
the lifetime value of a customer.

The main aim of marketing is meet and satisfy target customers need and wants
buyer behaviour refers to the peoples or organization conduct activities and
together with the impact of various influence on them towards making decision on
purchase of product and service in a market. The field of consumer behaviour
studies how individuals, groups and organization select, buy, use and dispose of
goods, service, ideas, or experience to satisfy their needs and desire sunder
standing consumer behaviour and knowing customer are never simple. The wealth
of products and service produced in a country make our economy strong. The
behaviour of human being during the purchase is being termed as “Buyer
Behaviour”. Customer says one thing but do another. They may not be in touch
with their deeper motivations. They are responding to influences that change
their mind at the last minute. A buyer makes take a decision whether save or spend
the money
 Chapter-2
(About the company)