INTRODUCTION

Customer satisfaction is related to the human activity directed at satisfying human wants through the exchange of goods and service. Satisfying the customers occupies a most important position in business management. Customer satisfaction plays a crucial and critical role as it deals with customers and their needs. The major task of organization is to satisfy customers by meeting their needs and wants. The essence of organization is the customer and not the product shall be the heart of the entire business system. It emphasizes on customer oriented business. Policies and programs, which are formulated to serve efficiently the customer demand. Satisfaction of a customer is so basic that it cannot be considered as a separate function. It is the way whole business seen from the point of view of its final results i.e., from the customers point of view. A consumer is the king and has the right to choose from a large variety of offering. He is the main person around which all business evolves. Today market is a more customer oriented in the sense all the business operations revolve around satisfying the customer by meeting their needs through effective service. Thus, business is often dynamic, challenging and rewarding. It can also be frustrating and even disappointing but never dull. This project deals with how Vijay Sales defines its consumer and uses its resources in the best way to attract and satisfy their needs and wants competitively and profitably. Here satisfying customers limited only till the service is provided after the sales, but they include all functions necessary to satisfy the customer such as financing, after sales services, etc.

OBJECTIVES OF THE STUDY

To know the after sales service perception of customers To ascertain the satisfaction level & its influencers To measure the impact of the above analysis on future sales To study the whether satisfied with their service

NEED FOR THE STUDY

Customer is one for whom you satisfy a want or need in return for some of payment. The payment may be money, may be time, or may be goodwill but there is some form of payment. Satisfaction is the level of person felt state by comparing products perceived in relation to the persons expectations. Satisfaction level is function of the difference between perceived performance and expectations. If the performance falls short of expectations, the customer is not satisfied. If the performance matches the expectations the customers are highly satisfied. If the performance is beyond his expectations the customer is thrilled. Customer satisfaction is customers positive or negative feeling about the value that was perceived as a result of using particular organizations offering in specific used reaction t o a series of use situation experience. According to peter F. Ducker, the purpose of business is to create and then retain a satisfied customer. A society supports business because they serve its members by catering to their needs and leave them satisfied. If the business dissatisfied its customers and not only these customers stop availing service , but society at large will condemn the firm and may even penalize it to the point of its extinction.

RESEARCH DESIGN
1. Research is an art of scientific investigation. 2. Research is a process of systematic study. 3. Research is a search of knowledge 4. Research is an area of investigation which includes collection, analysis and Interpretation of data. Research has to proceed systematically in the already planned direction with the help of a number of steps in sequence. To make the research systemized the researcher has to adopt certain methods. The method adopted by the researcher for completing the project is called Research Methodology. A Research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. A Research is purely and simply the framework and plan for the study that guides the collection and analysis of data. It is a blue print that is followed in completing a study. Types of Research Design 1. Exploratory research design. 2. Descriptive research design. 3. Experimental research design

SCOPE OF THE STUDY: The study is limited to the customer of Vijay Sales buyers. The customer includes customers who enter the show room. This study will help us to understand customers, preference and their needs expected from the business owners. This study will not only help me as a student but it also assists Vijay Sales to improve their service standard.