Professional Documents
Culture Documents
(BBA-605)
On
Session 2016-2017
School of Management
Babu Banarasi Das University
Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India
1. TOPIC:
compete for customers, customer satisfaction is seen as a key differentiator and increasingly has
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables which
result that customers feel disrespected and mistreated by banks, hotels, etc. Related surveys
revealed that there is a decline in the level of respect given to clients and despite the fact that
business is growing the quality shrinks. This reality had a direct impact, not only in customers
According to Reis et al. (2003), there has been a fundamental shift in how companies
treat their customers. With the help of technology organizations can measure what are the
expectations of their customers and then deliver quality products and services at a profit.
Anderson et al. (1994) proved that the increasing of customer satisfaction leads to higher and
recommendations of new potential customers, more usage of the product, higher repurchase
intentions (Reitchheld 1996), and higher levels of customer retention and loyalty (Fornell 1992;
Drucker (1954) underpinned that the principle purpose of a business is to create satisfied
customers. According to Oliver (1980), Customer satisfaction is generally described as the full
evaluation of the total purchase experience compared with pre-purchase expectations over time.
which is evaluated for one time or repeated consumption. Oliver (1997) claimed that satisfaction
- Company as well as Dealers of Ford and Hyundai will come to know that which are the
criterias customers look for before buying car.
- Company and Dealers will also come to know the future changes which will be require
satisfying customer needs and wants.
4. PROBLEMS DEFINITION:
The objective of every company would be ensuring customer satisfaction for the customer
satisfaction would create loyal customers. Measuring customer satisfaction is always a challenge,
as customer either would not disclose or sometimes do not assess their satisfaction level clearly.
Many times the customer can not specify the reasons for his satisfaction.
5. RESEARCH OBJECTIVES:
To know the various strategies used by Ford and Hyundai Company to attract maximum
number of customers.
To know which company offers better cars, better after sales services and by which
To study the customer satisfaction level of customers towards Hyundai and Ford
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