SYNOPSIS FOR RESEARCH PROJECT REPORT
(BBA-605)
On
“TO STUDY THE CUSTOMER SATISFATION LEVEL
TOWARDS COCA-COLA PRODUCTS IN LUCKNOW”
Towards partial fulfillment of
Bachelor of Business Administration (BBA)
(BBD University, Lucknow)
Submitted to: Submitted by:
Ms. Shreya Yadav Shubham Kumar Shrivastava
Roll No. 1140671195
Session 2016-2017
School of Management
Babu Banarasi Das University
Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India
1. TOPIC:
“TO STUDY THE CUSTOMER SATISFATION LEVEL TOWARDS
COCA-COLA PRODUCTS IN LUCKNOW”
2. INTRODUCTION & REVIEW OF LITERATURE:
Customer satisfaction is a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and part of the four prospective of balanced score card. IN a competitive market place
were businesses compete for customers, customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy customer satisfaction drives
successful private sector business. High performing businesses have developed principles and
strategies for achieving customer satisfaction. This paper presents a framework or set of ideas for
using customer satisfaction principles and strategies to improve the quality responsiveness, and
possibility of public sector privately provided services in vulnerable communities. The
framework suggested that resident who live in tough neighborhoods can be supported through
customer satisfaction strategies to become empowered individuals
Who informed perspectives influence decisions about what, how, when, and where services are
available to them. Customer satisfaction is the customers response to the evaluation of the
perceived discrepancy between prior expectation and the actual performance of the product as
perceived after its consumption.
LIETARURE REVIEW
Dhuna (1984) in his article “An Analysis of Consumer Behaviour - A Case Study of Soft
Drinks” done in Rohtak during 1983-84 aimed at determining the prevalent attitudes of
consumers towards soft drinks. Taking a sample of 150 consumer, he showed how factors like
age, profession, sere and income affect attitudes in the purchase of the products his finding were
as follows: Campa Cola a pure soft drinks product, was found to be highly popular among the
consumers. The second position was held by Thumps up,the third by Limca and the fourth by
gold spot. Regarding the consumption pattern of consumers, it was found that 54 percent of the
respondents were in the habit of taking soft drinks in summer only. Taste and the respondents
interest in the product’s advertisements, were found to ply the most important role in the
purchase - decision. It was also found that about 70 percent of the respondents changed their
brand quite often.
3. SCOPE OF THE STUDY
In this competitive modern age where different qualities and types of goods exist; branding is
given special importance in the business world not only giving separate identity but also easy
recognition to the product and so also creates a special brand preference
Customer satisfaction covers all the areas of importance to consumers which in-turn helps the
company in preparing strategies for a well-built and improved Customer satisfaction for the
product of the company. The subject is studied for the improvement of the product in view of the
limitations of the study, which will help me in acquiring a better insight and understanding the
trivial aspects of the Customer satisfaction.
Contact for more
ShriKrishna
Computer Care & Cyber Zone
Chinhat Lucknow
Mo no- 9554444951
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