Customer Satisfaction Project
CHAPTER- I
CUSTOMER SATISFACTION
1.1 INTRODUCTION: The customer is a person who buys goods or services for some price. The success of an Enterprise heavily depends on customer Satisfaction. It is the period of customer era. Every customer knows his right and responsibilities. The relationship between customer and seller is very essential. There should be regular, smooth and friendly relationship between customer and seller. When there is no cordial relationship between customer and seller, then there will be a great danger for the survival of the business. Customer satisfaction is part and parcel of consumer behaviour. It is necessary to study in detail the various issues of consumer behaviour.
CONSUMER BEHAVIOUR:
Behavior is a mirror in which everyone shows his or her image. Behaviour is the process of responding to stimuli. Consumer Behaviour is to do with the activities of individuals in obtaining and using the goods services. It encompasses the decision making process that proceeds and determine purchases. It is all the psychological, Social and physical behaviour of potential customer as they become aware of evaluate purchase, consume and inform others about the products or services.
CONSUMER BEHAVIOURS AND CONSUMPTION BEHAVIOUR: Consumer Behaviour is the case of micro behaviour where as consumption behaviour is Macro Behaviour. In other words, consumer behaviour deals with individual’s person while consumption behaviour deals with the mass or aggregate of such individuals. Consumer Behaviour focuses on the decision process of the individual consumer while consumption Behaviour focuses on the behaviour of the aggregate of consumers.
CONSUMER BEHAVIOURS AND BUYER BEHAVIOUR: The Sphere of consumer behaviour includes the activities of final and intermediate users; the final users are called as end users or ultimate users or consumer in the true sense. The intermediate users are called as the industrial users who do not
CUSTOMER SATISFACTION
1.1 INTRODUCTION: The customer is a person who buys goods or services for some price. The success of an Enterprise heavily depends on customer Satisfaction. It is the period of customer era. Every customer knows his right and responsibilities. The relationship between customer and seller is very essential. There should be regular, smooth and friendly relationship between customer and seller. When there is no cordial relationship between customer and seller, then there will be a great danger for the survival of the business. Customer satisfaction is part and parcel of consumer behaviour. It is necessary to study in detail the various issues of consumer behaviour.
CONSUMER BEHAVIOUR:
Behavior is a mirror in which everyone shows his or her image. Behaviour is the process of responding to stimuli. Consumer Behaviour is to do with the activities of individuals in obtaining and using the goods services. It encompasses the decision making process that proceeds and determine purchases. It is all the psychological, Social and physical behaviour of potential customer as they become aware of evaluate purchase, consume and inform others about the products or services.
CONSUMER BEHAVIOURS AND CONSUMPTION BEHAVIOUR: Consumer Behaviour is the case of micro behaviour where as consumption behaviour is Macro Behaviour. In other words, consumer behaviour deals with individual’s person while consumption behaviour deals with the mass or aggregate of such individuals. Consumer Behaviour focuses on the decision process of the individual consumer while consumption Behaviour focuses on the behaviour of the aggregate of consumers.
CONSUMER BEHAVIOURS AND BUYER BEHAVIOUR: The Sphere of consumer behaviour includes the activities of final and intermediate users; the final users are called as end users or ultimate users or consumer in the true sense. The intermediate users are called as the industrial users who do not