Escolar Documentos
Profissional Documentos
Cultura Documentos
(BBA-605)
On
Session 2016-2017
School of Management
Babu Banarasi Das University
Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India
1. TOPIC:
compete for customers, customer satisfaction is seen as a key differentiator and increasingly has
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables which
liquid medium, for use as decorative or protective coating. Today, contemporary paints and
coatings consist of countless compounds uniquely formulated to fulfill the varied requirements of
hundreds of thousands of application. paint ranges from the broad group of environmentally-
sound latex paint that many consumers use to decorate and protect their homes and the
translucent coating that line the interior of food containers, to the chemically-complex, multi-
Asian paints are the largest player in India, and also the market leader in decorative paint, with a
41%market share. It has a domestic installed capacity of 1,62,700 tpa for paint. With the
government planning thrust in the housing sector, players like Asian paints stand for the benefit,
Surveys conducted from the University of Michigan Business School (2001) led to the
result that customers feel disrespected and mistreated by banks, hotels, etc. Related surveys
revealed that there is a decline in the level of respect given to clients and despite the fact that
business is growing the quality shrinks. This reality had a direct impact, not only in customers
According to Reis et al. (2003), there has been a fundamental shift in how companies
treat their customers. With the help of technology organizations can measure what are the
expectations of their customers and then deliver quality products and services at a profit.
Anderson et al. (1994) proved that the increasing of customer satisfaction leads to higher and
recommendations of new potential customers, more usage of the product, higher repurchase
intentions (Reitchheld 1996), and higher levels of customer retention and loyalty (Fornell 1992;
Drucker (1954) underpinned that the principle purpose of a business is to create satisfied
customers. According to Oliver (1980), Customer satisfaction is generally described as the full
evaluation of the total purchase experience compared with pre-purchase expectations over time.
which is evaluated for one time or repeated consumption. Oliver (1997) claimed that satisfaction
This study can be extended by any paint manufacturer (Asian Paints, Nerolac or even