Introduction Consumer Satisfaction
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INTRODUCTION CONSUMER SATISFACTION MEANING CONSUMER satisfaction means taking complete care of CONSUMER by giving them complete knowledge about the product and about all the feature of that particular product CONSUMER satisfaction is the end result of your interaction with the CONSUMER. By giving the best CONSUMER service and making sure that the CONSUMER was given the best resolution at the end of the call, then we can say that the CONSUMER is satisfied even if it's not verbally said. According to me CONSUMERs are those who pay (salary). Satisfaction is the key to hold the CONSUMER for future business. Complete knowledge must be given; each and every query must be clarified by the seller. If a CONSUMER remembers you for future business then we can say that CONSUMER is satisfied. DEFINITION According to Harold E Edmondson “CONSUMER satisfaction” is defined as "the number of CONSUMERs, or percentage of total CONSUMERs, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.". CONSUMER satisfaction is defined by whether the CONSUMER chooses to do business with you or your company in the future. Many factors play a role in CONSUMER satisfaction, including CONSUMER service, product quality and the ease of doing business. 1 Companies must consider CONSUMER satisfaction as an important role in the lifetime value of a CONSUMER. CONSUMER satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass CONSUMER expectation. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a CONSUMER satisfaction metric very useful in managing and monitoring their businesses. 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 CONSUMERs, CONSUMER satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. SEVEN STEPS: Encourage face-to-face dealings. Respond to messages promptly and keep yours clients informed. Be friendly and approachable. Have a clearly-Defined CONSUMER service policy. Attention to details. Anticipate your client‟s needs and go out of your way to help them out. Honor your promise MEANING OF CONSUMER SERVICE Serving your CONSUMER with a smile on your face, even when things don‟t go right. DEFINITION OF CONSUMER 2 A person, company or other entity which buys goods and services produced by another person, company or other entity. One who regularly or repeatedly makes purchases of a trader, a purchase a buyer. DEFINITION OF CONSUMER SERVICE According to Jack Speer “Excellent CONSUMER service is the process by which your organization delivers its services or products is way that allows the CONSUMER to access them in the most efficient, fair, cost effective and humanly satisfying and pleasurable manner possible”. CONSUMER service is a common term we are familiar with which means one who aids or provides helps to the purchase of goods and service. SIX COMPETITIVE ADVANTAGES THROUGH CONSUMER SATISFACTION: Customer satisfaction Repeat Higher Loyalty Word or One stops New buying price in crises month shopping product innovation Profit Corporate Growth performance 3 ADVANTAGE CONSUMER comments, suggestions and response about a company‟s products, business practices and CONSUMER service orientation are one of the biggest advantages of CONSUMER feedback surveys. Critical input and answer can help a company to develop better CONSUMER relation programs. DISADVANTAGE CONSUMER feedback surveys and questionnaires can sometimes be too scientific and methodical to capture to humane instincts and traits of consumer. Rigorous analysis and interpret ion of feedback and answers provided by CONSUMERs might not provide the right kind insights that business not to better serve CONSUMER. IMPORTANCE Since sales are the most important goal of any commercial enterprise. It become necessary to satisfy CONSUMER for CONSUMER satisfaction it is necessary to establish and maintain certain important characteristics like: a) Quality b) Fair prizes c) Efficient delivery d) Good CONSUMER handling skills e) Serious consideration of consumer complaints Satisfaction is the feeling of pleasure or disappointment attained from comparing a product perceived performance (outcome) in relation to his or her expectations. The 4 CONSUMER is dissatisfied. If the performance matches the expectation, the CONSUMER satisfied. If the performance exceeds expectations the CONSUMER is highly satisfied. BENEFITS Increasd Increased Revenue repeat Customer satisfaction Reduced purchase Cost Reduced Increased reduced price switching to referrels sensitivity competitors Increased profit SCOPE OF THE STUDY 1. The Research was carried out to find the factors which influence CONSUMER Satisfaction level to a maximum level. 2. The study projects that CONSUMER Satisfaction level change with the change in various factors like evaluating and change during the delivery of vehicles and after sale evaluation. 5 3. The study mainly on Mahindra XYLO Car with the comparison brought out which shows the range of R15. 4. This research is an attempt to provide feedback to Mahindra Car and the showroom dealers, so that they can bring out changes in various department of their organization that which will help them in becoming a number 1 motorcycle brand company in India. 5. The study here targets on CONSUMER Satisfaction towards Two-Wheeler specifically related to Mahindra XYLOwhich is obtained from the survey. 6. The study underwent is related to urban areas and semi-urban areas at Chithradurga town. OBJECTIVES OF THE STUDY 1. To Study about Mahindra AC Motors. 2. To Study the CONSUMER Preference towards Mahindra Xylo Car. 3. To Evaluate the Satisfactory level of CONSUMERs towards Mahindra Car with special reference to Mahindra Xylo Car. 4. To analyze the performance of Mahindra Xylo Car. 5. To Study about the factors influencing the selection of R15 Cars. 6. To Identify and analyze the Comparison between Maruthi and Tata Super Cars. 7. To Study the Survey result and provide some Valuable Suggestion for the better Sale of Mahindra Xylo Car. LIMITATIONS OF THE STUDY 1. Present research is geographically restricted to Chithradurga town only. Hence the result cannot be exploited to other places. 6 2. One of the biggest limitations with the project work is the Time factor. 3. Another limitation was with the Language. Since the people I interviewed were both literate and also illiterate there was a problem in language in making them understand. 4. The sample size is small due to insufficient time allotment. 5. The seriousness of the respondent and the ability to justify the answers were also one among the limitations. 6. The study is restricted only to the organized sector of two-wheeler industry. RESEARCH METHODOLOGY MEANING OF RESEARCH Research is composed of two syllables, a prefix re and a verb search. Re means again, anew, over again. Search means to examine closely and carefully, to test and try, to probe. The two words form a noun to describe a careful and systematic study in some field of knowledge, undertaken to establish facts or principles. Research is an organized and systematic way of finding answers to questions. RESEARCH DEFINITION "Research is a process of steps used to collect and analyze information to increase our understanding of a topic or issue". It consists of three steps: Pose a question, collect data to answer the question, and present an answer to the question. -“Creswell” 7 RESEARCH PROCESS Choosing the research problem Review of related literature Collection of data Interpretation of data Preparing the research report METHODS OF RESEARCH Historical method: to reconstruct the past objectively and accurately, often in relation to the tenability of a hypothesis. Descriptive method: to describe systematically a situation or area of interest factually and accurately. Developmental method: to investigate patterns and sequences of growth and/or change as a function of time. RESEARCH METHODOLOGY Procedures used in making systematic observations or otherwise obtaining data, evidence, or information as part of a research project or study (Note: Do not confuse with "Research Design," which refers to the planning and organization of such procedures). Objective and the purpose of the study To understand the CONSUMER satisfaction level of Mahindra Xylo Car Features and the benefits of the Two-Wheeler considered as important factor of CONSUMER satisfaction. To know people perception towards R15available. 8 SIGNIFICANCE OF THE STUDY Variables under study - Dependent variable : CONSUMER satisfaction. - Independent variable : price, after sales services. DEFINITION OF RESEARCH DESIGN "A research design is the determination and statement of the general research approach or strategy adopted/or the particular project. It is the heart of planning. If the design adheres to the research objective, it will ensure that the client's needs will be served." -David J. Luck and Ronald S. Rubin DESIGN Types of Research Design Exploratory Research Design Source of Data - Primary data : Survey method - Secondary data : Internet, Magazines, News papers Research Equipment Questionnaire Sampling Technique Non Probability Technique – Random Convenience sampling method Sample Size 50 Samples with 2 Dealer services Area of Research Chithradurga DESCRIPTIVE RESEARCH This method is