Chapter 2 :

LITERATURE REVIEW
1.1 A STUDY ON CUSTOMER SATISFACTION
Mr. Gowtham Aashirwad Kumar (2022): This chapter entertains the general field of consumer
(customer) satisfaction research in a manner expanding upon more general treatises. Whereas
the field has been studied from many perspectives, the most common appearing in the areas of
customer satisfaction surveys and customer satisfaction strategy, an alternative approach will be
proposed. Most typically, works on customer satisfaction survey measurement take the form of
“how to form scales and summarize results,” and those on customer satisfaction strategy take
the form of “how to generate satisfied customers and alleviate dissatisfaction.”

1.2 An empirical research on customer satisfaction study: a consideration of

different levels of performance
YI Fang Hsleh (December 2016) : The CSI model includes a structural equation with esti-mated
parameters of hidden categories and category relationships. e CSI can clearly define the
relationships between different categories and provide predictions. e basic CSI model is a
structural equation model with latent variables which are calculated as weighted averages of
their measurement variables, and the PLS estimation method calculates the weights and
provide maximum predictive power of the ultimate dependent variable (Kristensen et al.
2001). Many scholars have identified the characteristics of the CSI (Karatepe etal. 2005; Mal-
hotra etal. 1994).

1.3 CUSTOMER SATISFACTIONS (2018)

Customer satisfaction, business tem, measure of how products and services supplied by a
company meet or sarpass consumer expectation. It is seen as a key performance indicostor
within business and is part of the four perspectives of a Balanced Scorecard.In competitive
muririplace where businesses compete for customer, expomor satisfaction is seen as a kry
differentiator and increasingly has become a key element of business strategy.

1.4 MEASURING CUSTOMER SATISFACTION ( 2019)

Organizations are increasingly interested in retaining existing customers while targeting non-
customers; meumaring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace
Consumer 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/servic The
state of satisfaction depends on a number of both psychological and physical variables which
corrulato with satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer nuy have and other
products against which the customer compare the organization's products.

1.5 CUSTOMER SATISFACTION IN 7 STEPS.

By Adrian Thompson February (11th 2002 ) :It's a well known fact that no business can exist
without customers. In the businuss of Website design, it's important to work closely with your
customsers to make sure the site or system you create for them is as close to their requiressents
as you manage Because it's critical that you form a close working relationship with your client,
customer service is of vital importance. What follows are a selection of tips that will make your
clients feel valued, wanted and loved.

1.6 A study of service quality, corporate image, customer satisfaction, revisit

intention and word-of-mouth: evidence from the KTV industry( 30 august 2022 ):
Equity theory suggests that when customers receive good quality of service, they are more likely
to show commitment to the company in different forms, such as repeat patronage (Kelley and
Davis, 1994; Andreassen, 2000). Jiang et al. (2016) conducted a study in the e-commerce
context and found that service quality significantly influenced customer loyalty based on equity
theory. In another study of Chen et al. (2012), equity theory is used to examine how service
quality affects customer satisfaction in the banking industry. This theory provides a profound
theoretical lens to understand.

1.7 A Study on the Impact of Service Quality on Customer Satisfaction and

Customer Loyalty With Reference To Service Marketing Context
PRITAM CHATTOPADHYAY ( July 2019 ): Service quality has become a major area of attention
during the past few decades for managers,researchers, practitioners because of its huge impact
on business performance of firms. Customers often look for a value in the total service which
requires internal collaboration among the department that is responsible for different elements
of the offering, such as the core product (goods or services) delivering the product, product
documentation, etc. Moreover, from profitability and productivity perspectives only activities
that produce value for customers should be carried out. Hence, firms have to get to know their
customers much better than has normally been. However, the company should be able
to build trust with the customer so it is easy to get the feedback from the customer.

1.8 CUSTOMER SATISFACTION AND CUSTOMER LOYALTY ,

Kabu Khadka & Soniya Maharjan , (November 2017): Every business organization`s success
depends on the satisfaction of the customers. Whenever a business is about to start, customers
always come “first” and then the profit. Those companies that are succeeding to satisfy the
customers fully will remain in the top position in a market. Today’s business company has
known
that customer satisfaction is the key component for the success of the business and at the same
time it plays
a vital role to expand the market value. In general, customers are those people who buy goods
and services
from the market or business that meet their needs and wants. Customers purchase products to
meet their expectations in terms of money. Therefore, companies should determine their
pricing with the quality of the
product that attracts the customer and maintains the long-term affiliation.
 CHAPTER 3 :
RESEARCH METHODOLOGY
4.1 RESEARCH
Research in common place refers to a search for knowledge. Research is defined as systematic
and scientific soorch for patanent information on specific topic or area of study.

4.2 METHODOLOGY
Methodology is a plan of action for a rescorch project and explains in detail how data are
collected analyzed and presented, so that they will provide moaning information.

4.3 RESEARCH DESIGN

A Research design is purely and simply the framework or plan for the guides the collection and
analysis of data.It is the overall operational pattern or framework of the project that stipulated
the indormation to be collected, from which source and what procedures. A Research design
might be described as a series of advance decision that taken together from a specific master
plan or the model for the conduct of the investigation. Descriptive research is used in this
project.

4.4 DESCRIPTIVE RESEARCH

This type of research design is undertaken in many circumstances. When the researcher is
interested in knowing the characteristics of certain groups such as age. Occupation or income
etc. The Objective of inch study education level. answer the "Who, What, When, Where, and
How" of the subject under investigation, se in this project study comes under descriptive
research design.

4.5 RESEARCH INSTRUMENT USED

The questionnaire was found to be the most suitable type of research instrument to collect
data. It is important tool of the research, it is usal to generate the raw datu on which findings
were bused

4.6 QUESTIONNAIRE CONSTRUCTION

A questionnaire in an assembly of carefully formulated questions, designed to collect facts and
options from the respondents. It's an important tool of the research, it is used to generate the
raw data on which findings were based.

=To obtain accurate datis

=To make interview as interesting and stimulating

=To be cmily analysis

=To facilitate efficient administration of information.

4.7 SOURCE AND COLLECTION OF DATA

The usk of datu collection begins after resenech problems have been defined and research
design chalked out. Data is the foundation for all marketing research. The researchers can
obtain data form

Primary data

Secondary data

4.7.1 Primary data

dita are those, which are collected afresh and for the first time, and thus happens to be original
in character for this stady, primary data involves questionnaires.

4.7.2 Secondary data

Profile of the company has been used for information of die study .

4.8 SAMPLING PLAN

Due to cont and time involved in collecting the data from all the respondents, it becomes a
compulsion to choose representation. Sampling plas explains the Sampling unit, Sampling
size ,Sampling method , Area of sampling ,

Sampling Unit:

The sampling unit is who is to be surveyed? That is sampling unit is who are all the respondent
is called anupling unit. The sampling units for this study Podocherry customers of Ponlait.

Sampling Size:

The sample size for this study is 100

Sampling Method:Different types of sampling methods are available. In this study the
convenience sampling was selected for this research. This sampling method used the principles
of non-probability technique Area Of Sampling.

The area of sampling was taken in puducherry.

4.9 STATISTICAL TOOLS

To attunge and interpret the collected data the following statistical tools were used.