customer perception tvs adarsha

7/28/2019 Customer Perception Tvs Adarsha

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INTRODUCTION

Customer perception, 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 is part of the four of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers,

customer perception is seen as a key differentiator and increasingly has become a key

element of business strategy.

It's a well known fact that no business can exist without customers. In the

business of Website design, it's important to work closely with your customers to

make sure the site or system you create for them is as close to their requirements as

you can manage. Because it's critical that you form a close working relationship with

your client, customer service is of vital importance.

Customer perception is the most common form of market research in business-to-business markets and is often connected to quality and production measurement,

rather than as straight marketing based research.

Before setting up a customer perception programme, it is necessary to ensure

that the organisation has the will to actually make changes for improvement,

otherwise you will simply be annoying customers by taking their time to collect

information, then not doing anything with it.

MEASURING CUSTOMER PERCEPTION

When customers rate their perception with an element of the company'sperformance, say delivery, we need to recognize that customers will vary in how they

define good delivery: it could mean early delivery, on-time delivery, order

completeness, and so on, yet if the company had to spell out every element in detail,

customers would face a huge questionnaire. We must also recognize that two

customers can report being "highly satisfied" for different reasons. One way be easily

satisfied most of the time and the other might be hard to please but was pleased on

this occasion.


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Companies should also note that manager and salespersons can manipulate

their ratings on customer perception. They can be especially nice to customers just

before the survey. They can be especially nice to exclude unhappy customers from

being included in the survey.

One danger is that customer know that the company will go out of its way

to please customers, some customers may want to express high dissatisfaction (even if

satisfied) in order to receive more concessions.

Consumer perception can be measured using survey techniques and

questionnaires. Questions typically include an element of emotional coupled with an

element of behavioral perception, or loyalty to a particular product or service.

Customer perception, a term frequently used in marketing, is a measure of

how products and services supplied by a company meet or surpass customer

expectation. Customer perception is defined as "the number of customers, or

percentage of total customers, whose reported experience with a firm, its products, or

its services (ratings) exceeds specified perception goals."

It is seen as a key performance indicator within business and is often part of a

Balanced Scorecard. In a competitive marketplace where businesses compete for

customers, customer perception is seen as a key differentiator and increasingly has

become a key element of business strategy.

Within organizations, customer perception ratings can have powerful effects.

They focus employees on the importance of fulfilling customers expectations.

Furthermore, when these ratings dip, they warn of problems that can affect

sales and profitability. These metrics quantify an important dynamic. When a brand

has loyal customers, it gains positive word-of-mouth marketing, which is both free

and highly effective."

Therefore, it is essential for businesses to effectively manage customer

perception. To be able do this, firms need reliable and representative measures of

perception.


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"In researching perception, firms generally ask customers whether their

product or service has met or exceeded expectations. Thus, expectations are a key

factor behind perception. When customers have high expectations and the reality falls

short, they will be disappointed and will likely rate their experience as less than

satisfying. For this reason, a luxury resort, for example, might receive a lower

perception rating than a budget motel-even though its facilities and service would be

deemed superior in 'absolute' terms."

The importance of customer perception diminishes when a firm has increased

bargaining power. For example, cell phone plan providers, such as AT&T and

Verizon, participate in an industry that is an oligopoly, where only a few suppliers of

a certain product or service exist. As such, many cell phone plan contracts have a lot

of fine print with provisions that they would never get away if there were, say, a

hundred cell phone plan providers, because customer perception would be way too

low, and customers would easily have the option of leaving for a better contract offer.

There is a substantial body of empirical literature that establishes the benefits

of customer perception for firms.

NEED OF THE STUDY

It is buyers market. Customer is an important person to the organization. We

have to fulfill the requirements of customer to survive in the global competitive

environment. The needs and demands of customers are constantly changing. So,

suppliers / organizations have to dance to the tune of customer. In this regard, the

organization must equip to demonstrate its power. The following information would

help the leaders or managers to understand the magnitude of customer perception.

This present study of customer perception is done in Adarsha (TVS) Motors,

Karimnagar. Customer perception is a very good study. By this, we can know the

Quality and Product range in Adarsha (TVS) Motors, Karimnagar. By the study of

customer perception, we can know the opinions of customers regarding the products

of Adarsha (TVS) Motors, Karimnagar.

We can also know the products offered by the Adarsha (TVS) Motors,

Karimnagar.


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OBJECTIVES OF STUDY

1. To know the perception level of customers with the products of Adarsha(TVS) Motors, Karimnagar.

2. To know the customer perception towards the services of Adarsha (TVS)Motors, Karimnagar.

3. To know the opinion on quality and product range in Adarsha (TVS) Motors,Karimnagar.

4. To know the promotional activities implemented by Adarsha (TVS) Motors,Karimnagar.

5. To bring awareness to the customers regarding the Adarsha (TVS) Motors,Karimnagar.

6. To know the preference of customers regarding the products.7. To know the opinion of customers on price rates in Adarsha (TVS) Motors,

Karimnagar.

SCOPE OF THE STUDY

Consumer perception applies the concept of sensory perception to marketing

and advertising. Just as sensory perception relates to how humans perceive and

process sensory stimuli through their five senses, consumer perception pertains to

how individuals form opinions about companies and the merchandise they offer

through the purchases they make. Merchants apply consumer perception theory to

determine how their customers perceive them. They also use consumer perception

theory to develop marketing and advertising strategies intended to retain current

customers -- and attract new ones.

The term consumer perception in its broader sense covers various aspects like

how an individual selects, organizes and interprets information inputs. For the

purpose of the study, consumers will be deemed to be persons who are users ofAdarsha motors in the selected areas Karimnagar.


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The scope is very limited because attitude of the people change according to the time.

It is restricted to Karimnagar and that to among 120 respondents. It is conducted for

45 days and restricted to certain area.

RESEARCH METHODOLOGY

Research is the plan structure & strategy for investigation conceived to answer to

research question & control variance. It is the overall operation pattern to framework

of project that stipulated the information to be collected from which sources by word

procedure. What are the two possible sources of data for securing in the above

mentioned information in the primary & secondary data.

SOURCES OF DATA:

Primary data:-

Primary data consists of original information for the specific purpose at hand.

It is first hand information for the direct users of respondents. The tools used to

collect the data may vary and can be collected through various methods likequestionnaire, personal interview

Information required for the project is mainly primary data. The information

was collected by sample survey method with the help of questionnaire by meeting

various customers of Adarsha (TVS) Motors, Karimnagar.

Secondary data:-

Secondary data is the data which is already been collected and assembled.

This data is available with the companies or firms and it can be collected from

newspapers, periodicals, magazines, websites etc.

Secondary data is collected form the company journals, magazines, broachers

& websites.


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Sample design:

The sampling unit was confined to consumers of the product i.e. Adarsha

(TVS) Motors, Karimnagar to know there perception level regarding performance of

the company.

Sample universe:

The survey was done in Karimnagar only according to my convenience. It is

not giving the complete picture of Andhra Pradesh (or) India.

Sample frame/unit:

Sample frame for professionals, business people, employees etc, who are the

customers of Adarsha (TVS) Motors, Karimnagar.

Sample size:

The total sample size is 120 only.

Sample technique:

The information is planned to be collected by sample method, the sample method

followed is random sampling method. The sampling method is simple random

sampling.

Analytical Method: simple percentage method is used for the analysis purpose.

Data collection:

The information is collected through questionnaires and personal interviews. And the

information of customers is known by companys service sheet and the free service

sheet.

A Direct structure questionnaire has been asked to all the respondents in the

sample followed by direct personal interviews. Duration of study is 45 days.


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Descriptive Studies:

In descriptive studies, when the researcher is interested in knowing the characteristics

of certain groups such as age. Sex, educational level occupation of income, a

descriptive study is necessary. Descriptive studies are well structured. It is therefore,

necessary that the researcher gives sufficient thought to framing research questions

and deciding the types of data to he collected and the procedure to be used for this

purpose. The objective of such a study is to answer the who, what and how of the

subject under investigation.

LIMITATION OF THE STUDY

1. The present research is restricted to Karimnagar only.2. The sample size taken is only 120 and as such is very small as compared to

the universe, this is due to the constraints of time and effort, and as such

may not be enough to generalize to the entire population, however it is

presumed that the sample represents the universe.

3. Respondents might have responded with the actual feelings of facts whilegiving responses to the questionnaire.

4. Time being a limiting factor was not sufficient to gather opinions frommajority of the respondents, who form part of the universal sample.

5. While every care as been taken to eliminate perceptual bias from the sideof the researcher and the respondents however certain element of bias

might have set in to the research in adherently.

customer perception tvs adarsha

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