INDEX

CHAPTER.
CONTENTS PAGE NO.
NO.
I INTRODUCTION TO THE STUDY 1-5
1.1. Introduction 1
1.2.Management Problem 1
1.3. Statement Research Problem 2
1.4.Objectives of the Study 2
1.5. Scope of the Study 2
1.6. Importance of the Study 3
1.7. Research Methodology 3
1.8. Chapterisation 4
1.9. Limitations of the Study 5
II PROFILE OF THE ORGANIZATION 6-12
2.1 Historical Background 6
2.2 Products 6
2.3 Addresses of Company 7
2.4 Branches 7
2.5 Qualities 8
2.6 Departments 8
2.7 Management and organization 9
2.8 Awards 10
2.9 Company Profile 11
2.10 Organization structure 12
III CONCEPTUAL FRAMEWORK 13-38
3.1 Market 13
3.2 Customer Bonding
13

3.3 Concept And Need For Studying Consumer

16
Behavior
3.4 Customer Expectation 17
3.5 Feedback 18
3.6 Brands 18
3.7 Brand Loyalty 18
3.8 Customer Focus 18
3.9 Customer Loyalty 19
3.10 Customer Relationship Management 20
3.11 Customer Satisfaction 21
3.12 Marketing Research 22
3.13 Scope Of Marketing Research 22
3.14 In General 23
3.15 Defining Customer Value And Satisfaction 25
 3.16 Customer Value 26
3.17 Customer Satisfaction 29
3.18 Frameworks And Tools For Evaluating Customer
33
Satisfaction
3.19 Frameworks For Evaluating Customer Satisfaction
36
With Services
3.20 Conclusion 38
DATA ANALYSIS AND
IV 39-55
INTERPRETATION
4.1 Introduction 39
4.2 Data analysis 39
FINDINGS AND SUGGESTIONS 56
5.1 Introduction 56
5.2 General Findings 56
5.3 Specific Findings 56
5.4 Specific Suggestion 57
5.5 Conclusion 57
ANNEXURE
Questionnaire

BIBLIOGRAPHY
 LIST OF TABLES
TABLE
SR. NO. TABLE TITLE PAGE NO.
NO.
1. 4.2.1 Age of the Customer 42
2. 4.2.2 Occupation of Customers 43
3. 4.2.3 Family Annual Income of Customers 44
4. 4.2.4 Purchase Pattern of SPIL Note Book 45
Customers preference for Quality of SPIL
5. 4.2.5 46
Notebook
Customers Satisfaction about Price of SPIL
6. 4.2.6 47
Notebooks
7. 4.2.7 Satisfaction about Qualities of Notebooks 48
8. 4.2.8 Ranking for Various Notebook Brands 49
9. 4.2.9 Feedback about Price of SPIL Notebooks 50
10. 4.2.10 Satisfaction level for qualities of note book 51
11. 4.2.11 Participation in Companies Programs 52
12. 4.2.12 Discount Received by Customers 53
Source of getting information about
13. 4.2.13 54
Company
14. 4.2.14 Opinion about SPIL Notebooks 55
4.2.15 Satisfaction about external design of SPIL
15. 56
Notebook
4.2.16 Best factor of SPIL Notebook compare to
16. 57
other Companies
17. 4.2.17 Satisfaction level for qualities of note book 58
 LIST OF GRAPHS
GRAPH
SR. NO. GRAPH TITLE PAGE NO.
NO.
1. 4.2.1 Age of the Customer 42
2. 4.2.2 Occupation of Customers 43
3. 4.2.3 Family Annual Income of Customers 44
4. 4.2.4 Purchase Pattern of SPIL Note Book 45
Customers preference for Quality of SPIL
5. 4.2.5 46
Notebook
Customers Satisfaction about Price of SPIL
6. 4.2.6 47
Notebooks
7. 4.2.7 Satisfaction about Qualities of Notebooks 48
8. 4.2.8 Ranking for Various Notebook Brands 49
9. 4.2.9 Feedback about Price of SPIL Notebooks 50
10. 4.2.10 Satisfaction level for qualities of note book 51
11. 4.2.11 Participation in Companies Programs 52
12. 4.2.12 Discount Received by Customers 53
Source of getting information about
13. 4.2.13 54
Company
14. 4.2.14 Opinion about SPIL Notebooks 55
4.2.15 Satisfaction about external design of SPIL
15. 56
Notebook
4.2.16 Best factor of SPIL Notebook compare to
16. 57
other Companies
17. 4.2.17 Satisfaction level for qualities of note book 58