Table of Content

Chapter 1:- Conceptual Overview

Chapter 2:- Research Methodology
Objective of Study
Scope and Rationale of Study
Methodology
Limitation of Study
Chapter 3:- Theoretical Background
Chapter 4:- Case Study
Introduction of Company profile and Product
About the work in company done by students
Chapter 5:- Data Analysis
Chapter 6:- Findings
Bibliography
Annexure

CHAPTER - 1

Chapter 1:- Conceptual Overview

CUSTOMER SATISFACTION
Satisfaction is a persons feelings of pleasure or disappointment resulting from
comparing a products perceived performance (or outcome) in relation to his or her
expectations.
Many companies are aiming for high satisfaction because customers who are just
satisfied still find it easy suits when better offer comes along. Those who are highly satisfied
are much less ready to switch high satisfaction or delight credits an emotional dignity with
the brand, not just a relational preference. The result is high customer loyalty. Their
expectations are influenced by their past buying experience, friends and associated advice,
marketers, competitors information and promises. If marketers raise expectations too high,
the buyer is to be disappointed.
Definition:
Satisfaction is a function of perceived performance and expectations. If the
performance falls short of the expectations the customer is satisfied. If the performance
matches the expectations the customer is satisfied. If the performance exceeds expectations
the customer is highly satisfied or delighted.

Cautions in measuring customer satisfaction:

When customer rates their satisfaction with an element of the companys
performance, the delivery company needs to recognize that how the customer defines the
good delivery. This could mean an early delivery, on time delivery, order completeness and so
on. Yet the company had to spell out every element in detail, customer would face a huge
questionnaire. The company must also realize that two customers can report being highly
satisfied for different reason.
Companies should also know that mangers and sales people can manipulate their
ratings on customer satisfaction. They can be especially nice to customers just before the
survey. Another danger is company will go out of the way to please to customer; some

customers may express high satisfaction classification (even satisfied) in order to receive
more concessions.
Delivering customer value and satisfaction value chain:
The value chain as a tool for identifying ways to create more customer value, every
firm has a collection of activities that are performed to design, produce market deliver and
support it products. The value chain identifies nine strategically relevant activities. This nine
value creating activity consists of five primary activities and four support activities.
The primary activities represent the sequence of bringing materials into the business.
Converting them into final products, shipping out final products, marketing them and
providing service. The support activities procurement, technology development, human
resource management and firm infrastructure.
Value delivering network:
To be successful the firms also need to look for competitive advantage beyond its own
operations, into the value chain of its suppliers, distributors and customers. Many companies
today have partnered with specific suppliers and distributors to create a superior value
delivery network

Attracting and retaining customers:

In addition to attracting the new customers and retaining the existing customers many
companies are intent on developing stronger bonds and loyalty in the supply chain

CHAPTER - 2

Chapter 2:- Research Methodology

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Objective of Study

Scope and Rationale of Study

To know the customers satisfaction towards postpaid Idea servives.

To know the customers behavior and response towards Idea Company.
To find out the factors influencing the customers towards postpaid Idea servives.
To know the activities and facilities provided by company to satisfy customers.
To study welfare activities of the company.
To know the expectations of customers while connecting with Idea Company.
To know how branded the Idea is?
To give remedial measures that can be implemented by Idea.

The scope of the project report is to study the level of satisfaction of the customers with
Idea GSM. Every company wants the feed back of their customer about the product,
price, service and promotional activities in order to know the customer attitude towards
its product. This study confirms that the Idea has satisfied its customers with Idea GSM
service.

Methodology
The data was collected through survey. The information was collected directly from

respondents. The survey was done by personal interview, where the information was
collected directly from respondents in face-to-face situation.
The measurement technique used was a questionnaire.
Questionnaire was used as a formalized instrument would give the respondents and
the researchers a fixed pattern to conduct a survey. The questionnaire was structured, as it
would provide better means of recording the information.
STATEMENT OF THE PROBLEM
Customer satisfaction is a general problem which every organization face may be at
high extent or may be at medium extent or may at low extent.
Survey has been conducted to know the customers satisfaction. The research
conducted was descriptive research the objectives were found out from the market by asking
the customers about their views.
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SAMPE SIZE
The sample chosen contained 100 respondents. This number was chosen taking into
consideration on the time limit and inadequacy of manpower for the survey. This population
is from Bhopal
SAMPLING METHOD
The sampling method chosen is non probability in this survey it was judgmental
sampling. As the sampling unit was selected according to the researchers judgment of
income.
The respondents were interviewed in their work areas such as office, hospital, home,
school, and college.

Limitation of Study
The time given was not sufficient as only one person had to conduct the survey.
The exact thinking of the respondents cannot be found out.
Surrogate error could be one of the limitations.
Findings are made with in the limited Information & views of the respondents. So a
chance of bias information is not totally eliminated.

for project
contact : Khare
Sir
mobile =
09329777353