CUSTOMER SATISFACTION Customer satisfaction is a function of perceived performance and expectations.

If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. Satisfaction is a persons feeling of pleasure resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations.

Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better comes along. Those who are highly satisfied are much less ready to switch. High satisfaction are delight creates and emotional bond with the brand, not necessary a rational preference. The result is high customer loyalty.

Some of todays most successful companies are raising their standards to match the expectations of customers with regard to quality, service and timely delivery. These companies are aiming for TCS-Total Customer From past buying experience, friend and associates advice and marketers and Competitors information and promises buyers form their expectations.

Satisfaction. The key to generating high customer loyalty is to deliver high customer value.

In addition to tracking customer value expectation and satisfaction, companies need to monitor their competitors performance in these areas. For example, a company was pleased to find that 80 percent of its customers said they were satisfied. Then the CEO found out that its leading competitors attained a 90 percent customer satisfaction score. He was further dismayed when he learned that this competitors was aiming to reach a 95 percent satisfaction score.

NEED FOR THE STUDY

These days it is very clear that market is having drastic changes and all the companies are acting according to it because to survive in the market and this should be achieved by studying about the customer options and analyzing their future requirements.

This study is definitely going to help to analyze the customer and can take necessary steps for the improvement of the services by the company.

Since customers are the real advertisement for any product so the company should be in position to meet the customer requirements and also should maintain the CUSTOMER RELATIONSHIP.

TATA MOTORS is not only concerned with selling of their products they also concerned with providing service to the customers after selling. So there is necessity for the company to find out the satisfaction level of the customers, at different levels in the company which will help the organization to find out the ways in improving the services being provided to the customers and To increase the satisfaction level in them.

OBJECTIVES
The following are the objectives of the study: Primary objectives: To find the satisfaction level of the customer regarding the service provided. To find out any drawbacks in the service delivery. Secondary objectives: To determine the performance of the company To mark suggestions for promotional measures to increase the customer satisfaction.

RESEARCH METHODOLOGY
INTRODUCTION: The first and foremost step in the research process consists of problem identification. Once the problem is defined, the next is the research design. The Research design is the basic framework, which provides guideline for the rest of the research process. The research design specifies the methods of data collection and analysis.

I. Collection of Primary Data:

Communication and observation are the two basic means used for collecting primary data. Communication involves questioning the respondents to secure the desired information by using data collection instrument called Questionnaire. The questionnaire used in the study will be consisting of closed-end questions and one open ended question.

Closed-end questions: Fixed alternative questions are used in the questionnaire. This consists of A. Dichotomous Questions: The respondent is given a choice between only two alternatives. B. Multiple-choice Questions: The respondents are given a set of alternatives to answer. Open-ended question: The customers will be asked to give suggestions to improve the service in the form of open-ended question at the end of the questionnaire.

II. Collection of Secondary Data:

Internal and external secondary data will be collected for the purpose of study. Internal secondary data will be collected within the company. This data includes company records, previous research reports and other relevant information.

External secondary data is generated from outside. This data includes publications, Internet etc.

III. Sampling Procedure:

Sample Size: 100 Sampling Procedure: Simple random sampling approach will be adopted.

IV. Mode of communication:

Three different methods of communications will be used. 1. Personal interview 2. Telephone interview 3. Mail interview Among the three personal interview is the most versatile and flexible mode of communication. So the personal interview will be used for the study.

Statistical analysis:
Data analysis and interpretation are necessary ingredients to make the primary data obtained useful for tacking effective strategic moves. The primary data, which will be collected by survey using a structural questionnaire will be systematically organized, tabulated and edited, so as to properly analyze and achieve the objectives.