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Table of Content Chapter 1:- Introduction Chapter 2:- Research Methodology Objective of Study Scope and Rationale of Study • Methodology • i!itation of Study • Chapter ":- #heoretical $ac%ground $ac%ground •
Chapter &:- Case Study ' Introduction of Co!pany profile and (roduct Chapter ):- *ata +nalysis Chapter ,:- indings $ibliography +nne.ure
1
CHAPTER - 1
2
Chapter 1:- Introduction Objective of Study is to conduct a study on *aini% $has%ar and to analy/e the Custo!er satisfaction on service delivered by *aini% $has%ar0 #he Research ill be .ploratory Research0 In the present Research I ill collect data through Survey of 133 respondents0 *escriptive research studies are used in this study hich are concerned ith describing the character0 It is !ove valuable because researcher has no control over the variables hat has happened or hat is happening is considered so it is very accurate so e can say it is !ore valuable0 #his research co!bines both secondary and pri!ary data to achieve research objectives0 Collection of (ri!ary *ata In descriptive type of research the data is collected through surveys4 hether sa!ple surveys or census surveys0 In this research the researcher has resorted to sa!ple survey0 #hen the researcher can obtain pri!ary data either through observation or through direct co!!unication ith respondents in one for! or another or through personal intervies0 Custo!er satisfaction4 a business ter!4 is a !easure of ho products and services supplied by a co!pany !eet or surpass custo!er e.pectation0 It is seen as a %ey perfor!ance indicator ithin business and is part of the four perspectives of a $alanced Scorecard0 In a co!petitive !ar%etplace here businesses co!pete for custo!ers4 custo!er satisfaction is seen as a %ey differentiator and increasingly has beco!e a %ey ele!ent of business strategy0 In order to understand satisfaction e need to deter!ine the functional or perfor!ance de!ands involved in the purchase4 the desired emotive outco!es4 and the subjective nor!s consu!ers use to deter!ine their desire for one product or service over another0 or this e have conducted the study of custo!er satisfaction of the 5et guru solution hich is located in $hopal0 Custo!er loyalty is a !ajor contributor to sustainable profit groth0 #o achieve success4 one !ust !a%e superior service second nature of oner organi/ation0 + sea!less integration of all co!ponents in the service-profit chain ' e!ployee satisfaction4 value creation4 custo!er satisfaction4 custo!er loyalty4 and profit and groth ' lin%s all the critical dyna!ics of top custo!er service0 Sadly4 !ature co!panies often forget or forsa%e the thing that !ade the! successful in the first place: a custo!er-centric business !odel0 #hey lose focus on the 3
custo!er and start focusing on the botto! line and 6uarterly results0 #hey loo% for ays to cut costs or increase revenues4 often at the e.pense of the custo!er0 #hey forget that satisfying custo!er needs and continuous value innovation is the only path to sustainable groth0 #his creates opportunities for ne4 s!aller co!panies to e!ulate and i!prove upon hat !ade their bigger co!petitors successful in the first place and steal their custo!ers0 Custo!er e.pectations are continuously increasing0 $rand loyalty is a thing of the past0 Custo!ers see% out products and producers that are best able to satisfy their re6uire!ents0 + product does not need to be rated highest by custo!ers on all di!ensions4 only on those they thin% are i!portant0 #o e.ecute a successful client satisfaction survey4 build one that oner custo!ers have the ti!e and inclination to respond to4 and that delves into the types of infor!ation that ill truly help enhance oner perfor!ance0 $y carefully constructing a brief4 yet strong4 survey4 #he theory of reasoned action represents a co!prehensive integration of the attitude co!ponents that ulti!ately are the building bloc%s of preference0 #he !odel is designed to provide a better understanding of ho consu!er preference is for!ed and4 correspondingly4 to provide the !eans to accurately predict consu!er preference behavior0
igure one
provides an overvie of Custo!er satisfaction for!ation fro! the theory of reasoned action point of vie0 In Service Seg!ent *+I5I7 $8+S7+R is better than other consultants0 Most preferred service is *aini% $has%ar0 (ro!otional offers are the !ain source of attraction0 Most of the respondents prefer ocal products in !ar%et0 (rice is the !ain criteria for Services0 Most of the people prefer a particular service due to its service delivery0
4
CHAPTER - 2
5
Chapter 2:- Research ethodolo!" •
#b$ective of %tud"
•
#o conduct a study on *aini% $has%ar0
•
#o analy/e the Custo!er satisfaction on service delivered by *aini% $has%ar0
•
#o %no the reasons for preference0
•
#o analy/e the factors influencing the custo!ers preference on service delivered by *aini% $has%ar0
•
%cope and Rationale of %tud" Many co!panies are ai!ing for high satisfaction because custo!ers ho are just satisfied still find it easy to sitch hen a better co!es along0 #hose ho are highly satisfied are !uch less ready to sitch0 8igh satisfaction or delight creates an e!otional bond ith the brand4 not just a rational perfor!ance0 #he result is high custo!er loyalty0 + very custo!er is li%ely to stay ith 9ero. !any !ore years and buy !ore than a satisfied custo!er ill0
•
ethodolo!"
#he Research ill be .ploratory Research0 In the present Research I ill collect data through Survey of respondents0 Research &esi!n
+ccording to +a%er4 7u!ar *ay ;2331< descriptive research covers a large proportion of !ar%eting research0 #his being a 6uantitative research hich is to decide of ho one variable affects another variable4 there are three basic types of research design that is e.ploratory4 casual and descriptive research design0 + descriptive research design is the one that describes so!ething such as de!ographic characteristics of consu!ers ho uses a product or a service0 #he descriptive study is typically concerned ith deter!ining fre6uency ith hich so!ething occurs or ho to variables vary0 +a%er and =eorge ;2333<4 a descriptive study establishes only associations beteen variables0 #he purpose is to provide an accurate snapshot of so!e aspect of the !ar%et environ!ent0 #here are three types of research designs4 na!ely: 6
;a<
.ploratory
;b<
*escriptive4
;c<
Causative
E'plorator" Research:
+ccording to Rajan Sa.ena4 .ploratory research is conducted hen the researcher does not %no ho and hy a certain pheno!enon occurs0 In doing so4 they used focus groups0 Since the pri!e goal of an e.ploratory research is to %no the un%non4 this research is unstructured0 ocus groups4 intervieing %ey custo!er groups4 e.perts and even search for printed or published infor!ation are so!e co!!on techni6ues0 &escriptive Research:
*escriptive research is carried out to describe a pheno!enon or !ar%et characteristic0 =enerally4 descriptive research is carried out only hen the researcher understands the pheno!ena or behavioral characteristics0 Causative Research:
Causative research is done to establish a cause and effective relationship0 8ere the researcher !ay li%e to see the effect of rising inco!e and changing life style on consu!ption of select products0 In a causative research4 unli%e e.ploratory or descriptive4 hypotheses are tested0 8ypothesis is a state!ent of predicted outco!es of the research0 In building up a hypothesis4 it is i!portant that the researcher understands the pheno!ena thoroughly4 or a body of research that e.ists on the subject !atter *escriptive research studies are those study hich are concerned ith describing the character0 It is !ove valuable because researcher has no control over the variables hat has happened or hat is happening is considered so it is very accurate so e can say it is !ore valuable0 In this study4 for practical reasons4 a descriptive approach ould be used4 considering the proposed study ould e!brace the above characteristics of a descriptive study0 T"pes of Research
In a research hen e tal% of research !ethodology4 e not only ta%e Research !ethodology4 but also considered the logic behind the !ethod e used in the contest of our research study and e.plain hy e are using a particular !ethod0 #his ay e can be stated as under0 7
10
It relies on e!pirical evidence
20
it utili/e relevant concepts
"0
it is co!!itted to only objective consideration
&0
it result into probabilistic prediction
In a !ethod particular research proble! involve usually the consideration of the folloings !eans of obtaining the infor!ation .planation of the ay in hich related !eans of obtaining infor!ation ill be organi/ed and the reasoning leading to the selection Investing the reasons for hu!an behavior i0e0 people thin%s or do certain thin%s so e co!es for 6uantitative reaches #ypes of research are generally classified into to !ethodologies4 6ualitative and 6uantitative0 Malhotra ;233&< defines 6ualitative research as >+n unstructured4 e.ploratory research !ethodology based on s!all sa!ples that provides insights and understanding of the proble! setting? and 6uantitative research as >a research !ethodology that see%s to @uantify the data and4 typically applies so!e for! of statistical analysis?0 #here are !erits and de!erits of both !ethodologies ;illustrated in folloing #able&01<0 Table ()1 * +,AITATI.E .ER%,% +,A/TITATI.E RE%EARCH +ualitative Research
+uantitative Research
A+ll research ulti!ately has A#hereBs no such thing as 6ualitative a
6ualitative
groundingA verything is either 1 or 3A
- *onald Ca!pbell co!plete4 Aim
data0
detailed
description0
- red 7erlinger #he
is
to
classify
features4 count the!4 and construct
statistical
!odels in an atte!pt to e.plain hat is observed0
Researcher
!ay only %no roughly idea0
8
May clearly in advance
Reco!!ended
Initially
of
research
process *esign
astphases
of
research
projects0
Co!e out in later stage
+ll aspects of the study
of dissertation0
are
carefully designed
before data is collected0
Researcher is the data
Researcher
gathering instru!ent0
such as 6uestionnaires or e6uip!ent
uses tools4
to
collect
nu!erical data0
*ata is in the for! of
*ata is in the for! of
ords4
nu!bers and statistics0
pictures
or
objects0 Subjective - individuals
Objective ' see%s precise
interpretation of events
!easure!ent analysis of
is i!portant 4e0g04 uses
target concepts4 e0g04 uses
participant
surveys4 6uestionnaires etc
observation4
in-depth intervies etc0
@ualitative data is !ore
@uantitative data is !ore
BrichB4 ti!e consu!ing4
efficient4 able to test
and
hypotheses4
less
able
to
be
generali/ed0
Researcher beco!e
but
!ay
!iss conte.tual detail0
tends
to
subjectively
Researcher
tends
re!ain
objectively
i!!ersed in the subject
separated
!atter0
subject !atter0
9
fro!
to
the
*escriptive research studies are those study hich are concerned ith describing the character0 It is !ove valuable because researcher has no control over the variables hat has happened or hat is happening is considered so it is very accurate so e can say it is !ore valuable0 0 In a research hen e tal% of research !ethodology4 e not only ta%e Research !ethodology4 but also considered the logic behind the !ethod e used in the contest of ou
