INTRODUCTION Customer Satisfaction

CUSTOMER SATISFACTION TOWARDS MAHINDRA & MAHINDRA SUV’S INTRODUCTION Customer satisfaction: Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. 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." It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. "Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers‘ expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective." Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction. "In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations 1 CUSTOMER SATISFACTION TOWARDS MAHINDRA & MAHINDRA SUV’S are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. Purpose: A business ideally is continually seeking feedback to improve customer satisfaction. "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. Their principal used is twofold." "Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the company‘s goods and services." "Although sales or market share can indicate how well a firm is performing currently, satisfaction is perhaps the best indicator of how likely it is that the firm‘s customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes." On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become return customers and might even evangelize for the firm. (A second important metric related to satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed 2 CUSTOMER SATISFACTION TOWARDS MAHINDRA & MAHINDRA SUV’S customers who indicate that they would recommend a brand to friends." When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.) "Individuals who rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective customers. Willingness to recommend is a key metric relating to customer satisfaction." Customer Satisfaction is the buzzword used by the business people for the success of organization in the present days. Due to increase in competition in every product –line it becomes difficult for the companies to retain the customers for longer period, so to retain the customers for longer period the marketer has to do only one thing i.e. ―Satisfy the Customers‖. This project is done to know the level of customer‘s satisfaction towards Mahindra and Mahindra Automobiles. The impact of automobile industry on the rest of the economy has been so pervasive and momentous. It plays a vital role in helping the nation to produce higher- value goods and services and in enhancing the skill and imposes tremendous demand for automobiles. A lot of car manufacturing companies are facing cut throat competition in the fields of technology and price. 3 CUSTOMER SATISFACTION TOWARDS MAHINDRA & MAHINDRA SUV’S MARKET The term ‗market‘ originated from Latin word ‗macatus‘ having a verb ‗marcari‘ implying ‗merchandise‘ ‗ware‘ ‗traffic‘ or ‗a place where is conducted‘. In the broader sense, it is the whole of any region in which buyers and sellers are brought into contact with one another and by means of which the prices of the goods tend to be equalised easily and quickly. 4 CUSTOMER SATISFACTION TOWARDS MAHINDRA & MAHINDRA SUV’S DEFINITIONS According to Philip Kotler: ―Marketing is the social process by which individuals and group obtain what they need and want through creating and exchanging products and value with others‖ According to American Marketing Association: ―Marketing is the activity, set of institutions, and processes for creating, communicating, delivering and exchanging offerings that have value for customers, clients, partners and society at large‖ According to the Chartered Institute of Marketing: Marketing is ―The management process responsible for identifying, anticipating and satisfying customer requirements profitably‖ According to University of Pennsylvania ―Marketing is the process of anticipating, managing and satisfying the demand for products, services and ideas‖ 5 CUSTOMER SATISFACTION TOWARDS MAHINDRA & MAHINDRA SUV’S MEANING OF MARKETING Marketing is the process of communicating the value of a product or service to customers. Marketing might sometimes be interpreted as the art of selling products, but sales is only one part of marketing. As the term "Marketing" may replace "Advertising‖ it is the overall strategy and function of promoting a product or service to the customer. FUNCTION OF MARKETING Buying and assembling Selling Transportation function of physical supply Storage Facilitating functions Financing Risking taking Standardization and grading Packing and packaging 6 CUSTOMER SATISFACTION TOWARDS MAHINDRA & MAHINDRA SUV’S NATURE OF MARKETING Marketing is consumer-oriented process Marketing is the guiding element of business Marketing is a goal-oriented process Marketing is a system SCOPE OF MARKETING Marketing is typically seen as the task of creating, promoting and delivering the goods and services to consumers and business. Markets are skilled in stimulating demand for a company‘s product, but this is too limited view of task marketers performs. Just as production and logistics professionals are responsible for demand management. Marketing managers seek to influence the level, timing, and composition of demand to meet the organisation‘s objectives. Marketing people are involved in marketing 10 types of entities:- Goods, Services, Experiences, Events, Persons, Place, Properties, Organisation, Information and Ideas. 7 CUSTOMER SATISFACTION TOWARDS MAHINDRA & MAHINDRA SUV’S IMPORTANCE OF MARKETING Marketing helps in realization of objective for which the organization has been setup. Marketing helps the enterprise to adapt to the changing conditions and circumstances. Marketing provide guidance to the organization on the innovations to be adopted, enabling it to face competition more squarely. Marketing ensures the economic growth of the enterprise which results in growth and economic growth of the enterprise which results on growth and economic development of the country. Marketing helps the community to satisfy their economic and social needs and thus raise their standard of living. Marketing helps the enterprise in achieving the maximum efficiency, productivity and profitability with the minimum of effort and cost. 8 CUSTOMER SATISFACTION TOWARDS MAHINDRA & MAHINDRA SUV’S WHAT DOES MARKETING INVOLVE? Marketing requires co-ordination, planning, implementation of campaigns and employees with the appropriate skills to ensure marketing success. Marketing objectives, goals and targets have to be monitored and met, competitor strategies analysed, anticipated and exceeded. Through effective use of market and marketing research an organization should be able to identify the needs and wants of the customer and try to deliver benefits that will enhance or add to the customers lifestyle, while at the same time ensuring that the satisfaction of these needs results in a healthy turnover for the organization. EVOLUTION OF MARKET The term ―MARKET‖ is derived from the Latin word ‗Marat us‘ which means merchandise, wares, traffic, trade or place of business. Traditionally a ‗market‘ was a physical place where buyers and sellers gathered to exchange goods. Economists now describe a market as a collection of buyers and sellers who transact over a particular product or product class. Business people often use the term markets to cover various groupings of customers. They talk about need markets, product markets, demography markets and geographical markets. 9 CUSTOMER SATISFACTION TOWARDS MAHINDRA & MAHINDRA SUV’S MARKETING MANAGEMENT Marketing management is the process of planning and executing the conception, pricing, distribution of goods and services, and ideas to create exchanges with target groups that satisfy customers and organisation objectives. OBJECTIVES OF MARKETING To increase sales revenue To improve and

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