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  1. 1. TITLE OF THE PROJECT

“ANALYTICAL STUDY OF CUSTOMER SATISFACTION & PERCEPTION

ABOUT SOUTHALL TRAVEL”

 

  1. STATEMENT ABOUT THE PROBLEM

This study will analyse customer satisfaction and perception Southall Travel in Delhi, the study of how people use services, what they use, when they use and why they use. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard

It blends elements from psychology, sociology, sociopsychology, anthropology and economics. It attempts to understand the buyer decision processes/buyer decision making process, both individually and in groups. It studies characteristics of individual Customer such as demographics, psychographics, and behavioral variables in an attempt to understand people’s wants.  The level of satisfaction can also vary depending on other options the customer may have and other services against which the customer can compare the organization’s products or services. In today’s competition conditions, which factors cause customer satisfaction, which variables change customer satisfaction in which ways and how these variables can be managed, for which segments which activities can be designed are the main questions that marketing managers must consider.

  1. WHY IS THE TOPIC CHOSEN

 

My project title is analytical study of customer satisfaction & perception about Southall Travel, this helps to know Customer satisfaction with a service by using the gap  between the customer’s expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction “gap” which is objective and quantitative in nature. “Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty.” Customer satisfaction data are among the most frequently collected indicators of market perceptions. These above reasons that’s why I was choosing particular topic.

 

  1. EXPECTED CONTRIBUTION FROM THE STUDY

The study will help to introduce innovative travel offering a right mix of flexibility/risk/return depending, which will suit the requirement of the customers and should target specific niches, which are poorly served or not served at all. The study will help the Southall Travel agents to directly approach the local customer with the right products, so that there overhead to find the target customer in the local market will be reduced at large.  By study this information, the company would be able to better design schemes & services & target right prospects’ needs & wants. More people will get aware about Southall Travel that will increase profit level of the Organization. This study helps to identify the behavior of customer when there are no offers &schemes from Southall Travel.

 

  1. OBJECTIVE AND SCOPE OF THE STUDY

 

Fixing the objective is like identifying the star. The objective decides where we want to go, what we want to achieve and what is our goal or destination.

 

  1. To study the factors influencing the purchase decision of customers regarding Southall Travel.
  2. Comparative study of customer’s perceptions regarding Southall Travel with other travel companies.
  1. To analyze overall satisfaction level of customers for Southall Travel.
  1. To analyze Customer opinion about Southall Travel.

Scope

My study will be confined to investigate study of customer satisfaction & perception about Southall Travel.  Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service.

 

  1. RESEARCH METHODOLOGY

Research methodology in a way is a written game plan for conducting research. Research methodology has many dimensions. It includes not only the research methods but also considers the logic behind the methods used in the context of the study and complains why only a particular method of technique has been used.

There are basically two techniques adopted for obtaining information:

RESEARCH DESIGN:-  The research design will be used in this study is both  ‘Descriptive’ and ‘exploratory’.

DATA COLLECTION METHODS:

The data will be collected using both by primary data collection methods as well as secondary sources.

Primary Data: Most of the information will be gathered through primary sources.  The methods that will be used to collect primary data are:

  1. Questionnaire
  2. Interview

Secondary Data: The secondary data will be collected through:

  • Text Books
  • Magazines
  • Journals
  • Websites

 METHOD USE TO PRESENT DATA:

Data Analysis & Interpretation – Classification & tabulation transforms the raw data collected through questionnaire in to useful information by organizing and compiling the bits of data contained in each questionnaire i.e., observation and responses are converted in to understandable and orderly statistics are used to organize and analyze the data:

  • Calculating the percentage of the responses.
  • Formula used = (no. of responses / total responses) * 100

STEP3:   REPORT WRITING AND PRESENTATION

  Report Encompasses – Charts, diagrams

Sample Size: 100

 Universe refers to the total of the units in field of inquiry. Our universes will all the peoples those are using services of Southall Travel.

METHOD OF SAMPLING:

 The technique used for conducting the study will convenience sampling technique as sample of respondents will be chosen according to convenience.

 STATICAL TOOLS:

MS-EXCEL AND MS-WORD.

 

  1. 6. CHAPTER SCHEME

 Detailed/final project report will include the following chapters;

  1. Introduction
  2. Review of Literature
  3. Objective and scope of study
  4. Methodology (Details of methodology used in studying and collecting the data and issue will be described)
  5. Data analysis and interpretation
  6. Finding and Recommendation
  7. Conclusion
  8. Limitations
  9. Bibliography
  10. Appendix

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