summer internship project on tata motors ltd.

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

Research can be defined as the search for knowledge, or as any systematic investigation, with an open mind, to establish novel facts, solve new or existing problems, prove new ideas, or develop new theories. Research can be divided into different steps in order to understand the whole process more in depth. The first step towards conducting research is to observe. Consistst of the subject area of ones interest and following that subject area to conduct subject related research. The subject area should not be randomly chosen since it requires reading a vast amount of

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

The Customer Satisfaction category allows the experts to look at the company’s design and delivery of products and services with a high level of customer satisfaction. The applicant will need to address how the company identifies market segments, the level of focus on the market segments, how product features and service are selected to best serve the market segments that were identified, how the company develops customer relationships, key factors in customer satisfaction and how the company obtains and utilizes customer feedback to improve performance.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

According to Depoy and Gittin, research is a way individuals think about problems in systematic way. Research is generally described as description, exploration, analysis, prediction and problem solving. There are different types of research and these researches are called the experiments, quasi-experiments and non-experiments. The purpose of research is to provide the insight to practice, it also enhance individuals understanding as well as developing new approaches with different topics, get to test your research for effectiveness. Understanding research is important because it helps to build individuals knowledge bases and informs decision making in practice. Research also enable us to make sure that our practice are up to date with relevant information.

When you think about research, it could be thought of as a process. A process can be defined as a series of actions or steps taken in order to achieve a particular end. The process in research is important because research takes time and consideration. As you conduct research, you may gain a deeper insight that could be gained gradually and modifications can be made or changed over time (Ghauri and Gronhaug, 2010). When you are doing research it is a good idea to look at it from the perspective that it is a

Primarily deductive process used to test pre-specified concepts, constructs, and hypotheses that make up a theory

The research process is the first step for any research paper. Research is the process of discovering what you believe. When researching a topic, the goal is not to confirm what you already believe, but to investigate a subject and find what you believe. Research should be approached with an open mind to understand why people believe something other than you. Understanding what facts help or hurt your beliefs are key to building a strong report.

The research process is a systematic approach that is carried out with a particular aim or purpose. However, in order to come up to a conclusion based on the objective of the research, the researchers collect a multitude of information that can be analyzed. This is a normal course of action that is applied to all research and evaluation projects, despite of the fact that research method involves a scientific method of inquiry or an evaluation based research or action research.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do

Research actually begins when a research problem is formulated by the researcher. It makes the researchers well aware of the tasks that they are going to perform for their respective project to accomplish the required results or outcomes. Research is a process that needs to be completed by following a sequence of steps. The research problems play an important role in formulating these sequential steps. It also helps them in avoiding the use of unnecessary steps during the research.

Research is a form of systematic inquiry. It sets out to answer questions through assessing, summarizing and drawing conclusions from what are often very large amounts of information.

We would like to thank Professor Dr. S. Bharadhwaj (Chair Professor of Marketing) for his guidance at every step during questionnaire