TABLE OF CONTENTS

Title

Table of Contents Page

1. Background of the Study………………………………………...1

2. Profile of the Company ….…………………………………........2
3. Statement of Problem …………………………………………...2
4. Objective of the Study…………………………………………...3
5. Rational of the Study…………...………………………………...3
6. Review of Literature……………………………...……………...4
7. Research of Methodology…………………………………..........6
8. Limitation of the Study………………………………………..…7
9. Organization of the Study…………………………………..……7

BIBLIOGRAPHY
 1. Background Of Study :

Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is

a measure of how products and services supplied by a company meet or surpass customer
expectation.

Customer satisfaction helps customers to communicate their needs straight to the sellers. Customer
satisfaction is very important because it helps to learn about the business strengths and weaknesses.
Business holders can just know their strengths and weaknesses and make the progression. Not only
this, also customer satisfaction also helps to appropriate resources for eventual strike or
satisfaction. Furthermore, it supports to show calmness about making better quality of products
and services to both the employees and the customers. It does not help to learn about strengths and
weaknesses but helps it also to persuade competitive strengths and weaknesses. Similarly, it helps
to benefit more vision in to the sources of frustration and areas desiring progression. At last,
customer satisfaction helps to accommodate a system for informing management of problems or
situations requiring actual promotion (Dawadi, 2018).

The marketing accountability standards board (MASB) endorses the definitions, purposes, and
constructs of classes of measures that appear in Marketing Metrics as part of its ongoing common
Language marketing project. In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing and monitoring
their businesses.

Within organizations, customer satisfaction rating can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these rating
dip, they warn of problems that can affect sales and profitability. These metrics quantify an
important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing,
which is both free and highly effective (Basnet, 2015).

With the deepening of economic globalization many companies experiencing more opportunities
also increasing competitiveness pressures. Currently, many international Enterprises have
theoretical researches and practical explorations in customer satisfaction. Now customer

satisfaction has become an important business objectives and performance indicators. According