BIBLIOGRAPHY

BOOKS:
BOOKS:

Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2010). Marketing Metrics: The
Definitive Guide to Measuring Marketing Performance. Upper Saddle River, New Jersey: Pearson

Education, Inc. ISBN 0-13-705829-2.

http://www.commonlanguage.wikispaces.net/ Material used from this publication in this article has

been licensed under Creative Commons Share Alike and Gnu Free Documentation License. See talk.
Gitman, Lawrence J.; Carl D. McDaniel (2005). The Future of Business: The Essentials. Mason,

Ohio: South-Western. ISBN 0-324-32028-0.

Kucukosmanoglu, Ahmet Nuri; Sensoy Ertan (2010). "Customer Satisfaction: A Central Phenomenon

in Marketing". [1]
Westbrook, Robert A., and Richard L. Oliver. "The dimensionality of consumption emotion patterns

and consumer satisfaction." Journal of consumer research (1991): 84-91.

Homburg, Christian, Nicole Koschate, and Wayne D. Hoyer. "The role of cognition and affect in the

formation of customer satisfaction: a dynamic perspective." Journal of Marketing 70.3 (2006): 21-31.
Johnson, Michael D., Andreas Herrmann, and Frank Huber. "The evolution of loyalty intentions."

Journal of marketing 70.2 (2006): 122-132.

John, Joby (2003). Fundamentals of Customer-Focused Management: Competing Through Service.

Westport, Conn.: Praeger. ISBN 978-1-56720-564-0.

Batra, Rajeev and Olli T. Athola (1990), Measuring the Hedonic and Utilitarian Sources of

Consumer Attitudes, Marketing Letters, 2 (2), 159-70.

Berry, Leonard L.; A. Parasuraman (1991). Marketing Services: Competing Through Quality. New

York: Free Press. ISBN 978-0-02-903079-0.

Kessler, Sheila (2003). Customer satisfaction toolkit for ISO 9001:2000. Milwaukee, Wis.: ASQ

Quality Press. ISBN 0-87389-559-2.

Wirtz, Jochen and John E. G. Bateson (1995), An Experimental Investigation of Halo Effects in
Satisfaction Measures of Service Attributes, International Journal of Service Industry Management,
6 (3), 84-102.

Web links:

http://www.almonard.co.in

http://study.com/academy/lesson/what-is-consumer-behavior-in-marketing-factors-model-

definition.html
https://www.coursera.org/learn/market-research
https://en.wikipedia.org/wiki/Customer_satisfaction

ANNEXURE
QUESTIONNAIRE FOR THE SURVEY

Customer name:- Mr/Mrs/Miss

Address: -

Contact no: - .
Age :

Q. 1 Where have you seen the ads of the Almonard Company Product?

a) TV

b) News papers

c) Magazines

d) Others

Q. 2 Are you aware of the advertisement of brands other than Almonard Company Product?
a) Yes

b) No

Q.3. What influences you in the advertisement?

a) Model

b) Contents

c) Product feature

d) Overall

Q. 4. If you come across an advertisement of new brand - do you?

a) try it

b) Inquire about it

c) ignore it

Q. 5. What makes Almonard Company Product No. 1 Brand in India?

a) Sales

b) Customer Satisfaction

c) Price

d) All of the above

Q6. What is your perception about Almonard Company Product?

a) Best

b) Good

c) Ordinary

d) No Comments

e) Poor

f) Worst

g) Poorest
Q. 7. What is the standard of products in Almonard Company Product?
a) Excellent

b) Better

c) Good

d) No Comments

e) Poor

f) Worst

g) Poorest
Q.8.: On the basis of price and feature comparison, is Almonard Company Product economical?
a) Extremely Agreed

b) Highly Agreed

c) Agree

d) No Comments

e) Disagreed

Q. 9. What is the Status of Almonard Company Product?

a) Excellent

b) Better

c) Good

d) No Comments

e) Poor

f) Worst

g) Poorest
Q.10. Do you use Almonard Company Product?
a) Yes

b) No

Q.11. Do you think Almonard Company Product are more Quality & beneficial than others?
a) Yes

b) No

Q.12. Why do you use Almonard Company Product?

a) Good price
c) Easily available

b) Better Quality
d) Diversified categories of product

Q. 13. How many years have you been using Almonard Company Product?
a) 1-2 yrs

b) 2-3 yrs

c) 3-4 yrs

d) More than 4 years

Q. 14. What is the selling scale System of Almonard Company Product?

a) Excellent

b) Good

c) Fair

d) Poor

e) Very Poor
Q. 15. Which factor is most liked by you?
a) Pricing

b) Advertisement

c) Quality

d) Stylish

Q. 16. Is there any complain from customer? If yes then why?

a) Price

b) Product

c) Quality

d) Other