Customer Satisfaction of Excide

CUSTOMER SATISFACTION AMONG USERS OF EXIDE. * A GENERAL STUDY Summer Project Submitted by
Niranjan V Paul
For the award of the
POSTGRADUATE DIPLOMA IN BUSINESS MANAGEMENT

LOYOLA INSTITUTE OF BUSINESS ADMINISTRATION
LOYOLA COLLEGE, CHENNAI

CUSTOMER SATISFACTION AMONG USERS OF EXIDE. * A GENERAL STUDY Summer Project Submitted by
Niranjan V Paul
For the award of the
POSTGRADUATE DIPLOMA IN BUSINESS MANAGEMENT

LOYOLA INSTITUTE OF BUSINESS ADMINISTRATION
LOYOLA COLLEGE, CHENNAI

ACKNOWLEDGEMENTS
I would like to thank Mr. Chandrahasan for facilitating this entire internship process right from the beginning and for giving me valuable insights regarding this study.
Mr. Vadivel, head of the Bangalore division of Exide, deserves a special mention for guiding me during each and every step that I took while developing the questionnaire and while collecting the responses.
Finally, my regards to all the people at various Exide dealer shops across Bangalore – Mr. Livingstone, Mr. Lever, Mr. Aaron, Mr Isaac, Michael, Ravi and many others, for helping me out whenever needed.

Table of Contents ACKNOWLEDGEMENTS i LIST OF TABLES: iv LIST OF FIGURES: vi ExECUTIVE SUMMARY viii Chapter 1 1 INTRODUCTION TO THE COMPANY 1 1.1 An Overview of the Battery Industry in India 1 1.2 Exide Industries Limited: 2 1.3 Customer Satisfaction – What does it mean? 5 1.4 Importance of Measuring Customer Satisfaction: 6 Chapter 2 7 LITERATURE REVIEW 7 2.1 Customer Satisfaction: 7 2.2 The Need for Customer Satisfaction 8 2.3 Methods of Conducting a Customer Satisfaction Study 8 2.4 Differences between evaluating satisfaction for products and services 9 2.5 Methods of Evaluation of Customer Satisfaction 9 2.6 Customer Profiling: 11 Chapter 3 12 METHOD OF STUDY 12 3.1 Context 12 3.2 Project Objectives 12 3.3 Methodology - Approach Followed 13 3.4 Problem Definition 13 3.5 Broad Research Question 13 3.6

References: 5)Bateson, J. A. (1999). Managing Services Marketing: Text and Reading. 6)Center for the Study of Social Ploicy (2007). Customer Satisfaction: Improving Quality and Access to Services and Supports in Vulnerable Neighbourhoods - What the Research tells us. 7)Gronroos C 8)Joan L. Giese and Joseph. A. Cote (2002). Defining Customer Satisfaction. Academy of Marketing Sciene Review . 9)Kano N and N Seraku (1996). Must be Quality and Attractive Quality. The Best on Quality . 10)Oksana Mont and Andrius Plepys (2003). Customer Satisfaction: Review of Literature and Application to the Product - Service Systems. 11)Parker, B 12)Sekaran, U. Research Method for Business. 13)Wilson R and Robert Peterson (1992) 14)Yi, Y (1990). A Critical Review of Customer Satisfaction. American Marketing Association. 15)Zelenzy L.C. (1999). Educational interventions that improve environmental behaviours: A meta analysis. Journal of Environmental Education , 1 - 20. NAME : Niranjan V Paul DATE OF BIRTH : 22 October, 1986