Synopsis of Dissertation Report

Titled
“ANALYTICAL STUDY OF CUSTOMER SATISFACTION &
PERCEPTION ABOUT TILES INDUSTRY”

Post Graduate Diploma in Management

GL BAJAJ INSTITUTE OF MANAGEMENT AND RESEARCH

Submitted By:- Submitted To:-

Aayush Kumar Daittri Chatterjee
Roll No. – GM17269 ( Assistent Professor )
TITLE OF THE PROJECT

“ANALYTICAL STUDY OF CUSTOMER SATISFACTION & PERCEPTION

ABOUT TILES INDUSTRY”

STATEMENT ABOUT THE PROBLEM

This study will analyze customer satisfaction and perception about Tiles Industry, 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 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.

WHY IS THE TOPIC CHOSEN

My project title is analytical study of customer satisfaction & perception about Tiles Industry,
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.

EXPECTED CONTRIBUTION FROM THE STUDY

The study will help to introduce innovative buying 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 Tiles Industry 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 Tiles Industry that will increase profit level of the
Organization. This study helps to identify the behavior of customer when there are no offers
&schemes from Tiles Industry.

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.

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

Scope

My study will be confined to investigate study of customer satisfaction & perception about Tiles
Industry. 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.

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:
Questionnaire
Interview

Secondary Data: The secondary data will be collected through:

References
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

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 Tiles Industry.

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.

CHAPTER SCHEME

Detailed/final project report will include the following chapters;

Introduction
Review of Literature
Objective and scope of study
Methodology (Details of methodology used in studying and collecting the data and issue will be
described)
Data analysis and interpretation
Finding and Recommendation
Conclusion
Limitations
Bibliography
Appendix