SYNOPSI

S
ON

CUSTOMERPERCPTI
ONONHUSH

Submi
tt
edby
:
Shi
vachauhan
16GSOB101019
2016-
2019

Undert
heSuper
visi
onof
:
MANI
SHASI
NGH

SCHOOLOFBUSI
NESS
 I
NTRODUCTI
ON

CustomerPercepti
onisamarketi
ngconceptt hatt
ell
suswhat
customersthi
nkaboutabr andoracompanyoritsof
feri
ngs.Itcanbepositi
veor
negati
vefeeli
ngs,
percepti
ons,i
nhi
bit
ions,
predi
sposi
ti
ons,expectati
onsor
experi
encesthatacustomerhas.CustomerPer
cepti
ondecideshowmuchapr oduct
sel
lsandhowacompanyi spercei
ved

Fact
orsdeci
dingcust
omerper
cept
ion
1-
consi
stencyofper
for
mance
2-
emot
ional
connect
3-
mar
ket
ingcommuni
cat
ions
4-
hol
i
sti
cmar
ket
ing

OBJECTI
VE
1-
Todet
ermi
newhatcust
omert
hinksbef
orechoosi
ngt
hebr
and
2-
Todet
ermi
newhi
chf
act
ori
nfl
uencet
hechoi
ceofcust
omer
3-
Todet
ermi
net
heconsumpt
ionpat
ter
nandf
requencyofv
isi
tsandchoi
cesof
out
let
s
4-
Todet
ermi
newhatt
hecust
omerper
cei
vesaboutt
hepr
oductqual
i
tyandt
ast
e
 PROBLEM STATEMENT
Cust omersati
sfacti
oni soneofthemosti mportanti
ssuesconcerni
ngbusiness
organizat
ionsofallt
y pes,whi
chisjusti
fi
edbythecustomeror i
entati
onPhil
osophy
andthemainpr i
nciplesofconti
nuousimprovementofmoder nent er
pri
ses
.
Customersat i
sfacti
onisakeycomponentofasuccessf ul
andpr osper
ous
or
ganizati
on.Sati
sfi
edcust omerswillr
eturntobuymor e,r
ecommendy outoother
s,
costlesstosellt
o,andcostlesstoservi
ce

LI
TERATUREREVI
EW
Customerper cept
ionisveryi
mpor tantwheni tcomest omar keti
ngorbusiness
success.Ifacustomerperceivesapr oductimpor tantandessent i
alf
orli
fe, t
he
productwillbesoldsoon.Ont heot herhand, i
fcust omer shaveanegativ
e
percepti
onaboutanypr oduct,itwil
l beaf ai
lur
e, nomat t
erhowgoodi sthequal i
tyof
theproduct.So,cust
omerper ceptioni sverysignifi
cantandmanycompani escoll
ect
datafrom theusersoftheproductsaboutt heper cept i
onoftheirpr
oducts.Ifyouare
planni
ngt owr i
teali
ter
atur
erev iewoncust omerper cepti
on,youhavetochoosey our
topiccar
efully
.
 Resear
chMet
hodol
ogyandRef
rences
● Quest
ionnai
re
● sur
veys
● Websi
tes

STATI
CALTOOLS:
● MS-
Excel
● MS-
Word