STUDENT DECLARATION

The project,

“Quality Issues related to enhancing Customer Satisfaction (both Internal and

External) Customer Satisfaction to ensure long term customer loyalty at Eureka
Forbes Ltd. Chandigarh.”

Is submitted to “Sikkim Manipal University” as a final project for Post Graduate

Diploma In Operations Management (2010-11).
I declare that the form and contents of the above mentioned project is my original
work and have not been submitted in part of full, for any other degree or diploma
of this or any other Organizational/ Institute /University.

Place: Chandigarh (Harpreet Singh)

Date: Reg. No: 521043460
PGDOM,Sem-II
 EXAMINER’S CERTIFICATION

The project report of Mr. Harpreet Singh, Title “Quality Issues related to
enhancing Customer Satisfaction (both Internal and External )to ensure long
term customer loyalty” at Eureka Forbes Ltd. Chandigarh, is approved and is
acceptable in quality and form.

Internal Examiner External Examiners

(Signature) (Signature)
Name: Name:
Designation: Designation:
 ACKNOWLEDGEMENT

In successfully completing my project report, I am indeed indebted to a large no. of

people who have encouraged and helped me in a variety of ways. It’s indeed a
privilege to express my gratitude to the people involved.
My profound and sincere thanks to Mr. Sandeep Sharma (Head of location) at
Eureka Forbes Ltd. Chandigarh, who consented to be my project advisor. I have
paucity of words to express my obeisance before him for his keen interest, valuable
guidance, unflinching judgment and constant encouragement during the entire
course of my study.
Words in my lexicon fall short to express my feelings towards Prof. Vishal
Sharma for his timely and important help in completing this project report.
With limitless humility, I am thankful to my father, mother and wife, who
bestowed me with enough courage to accomplish this treatise.
Last but not the least, I owe my sincere regards to the ‘Almighty’ for making me
able to believe in myself and letting me utilize my potential to the fullest of my
energy during the entire course of the study.

(Harpreet Singh)
OBJECTIVE OF THE
PROJECT
 OBJECTIVE OF THE PROJECT
The main aim/objective of the project is to calculate the Satisfaction Level in
terms of all factors of the customers who are using the EFL products so that
the deficient areas regarding product may be determined and at last, the best
possible can be work out to remove them.

The objective of the project is to provide results that are relevant, reliable,
and valid and have predictive financial capability. Nevertheless they have
some obvious distinctions in model's structure and variable's selection so that
their results cannot be compared with each other. Therefore, adoption of a
model needs to be guided by a set of objective selection criteria, so called
user requirement specifications.

Hence we can say that objective of this project is classified into two types:

Primary Objective and Secondary Objective

Primary Objective:

 To study the altitude and satisfaction among the consumers for EFL Product.

Secondary Objective:

 To study and analyze various factors that influences the consumers to

purchase the product.
 To analyze the factors influencing the perception & buying decision of
consumers.
 To find out the effectiveness for EFL Product

Also this study attempts to identify the reach of EFL Products which would
help the company in formulating suitable strategies.

IF YOU NEED THIS PROJECT PLEASE CONTACT

CHAUHAN BROTHERS

9855017625, 9217825228