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ABSTRACT
Research in common man’s language refers to a search for knowledge. One can
also define research as a scientific and systematic search for pertinent information on a
specific topic; in fact research is an art of scientific investigation.
Research is done to gain familiarity with a phenomenon event / product / service
or to determine the frequency, with which something occurs, with which is associated
with something else or to test a hypothesis of casual relationship between variables.
In short customer perception research is the objective and formal process of
systematically obtaining, analyzing and interpreting the data for actionable decision
making in customer perception towards an organization (SPATTER AUTOMOBILE
SPARES PARTS PRIVATE LIMITED, in my study).
The basic objective of this study is to analyze the customer perception towards
SPATTER AUTOMOBILE SPARES PARTS PRIVATE LIMITED. Research was
carried out for Coimbatore customers who were main targets for this study. Customers
were asked about their perception towards SPATTER AUTOMOBILE SPARES
PARTS PRIVATE LIMITED.
INTRODUCTION:
Marketing is the moving and exciting activity in everybody activities. The sellers,
distributors, advertising agencies, consultants, transporters, financers, store agencies and
every one as a counter are part of the marketing system. Any exchange process be it
consumer, goods, intermediary goods, services of ideas, comes under the preview of
marketing. It is very often regarded that the development of markets and marketing is
synonymous with the economic development of account. Through marketing is an action
discipline. In the ever-growing corporate world, marketing is being regarded as a crucial
element for the success of an Enterprise.
The marketing discipline is undergoing fresh re aparisal in the light of the vast
global, technological, economic and social challenges facing today’s companies and
countries. Marketing at its best is about value creation and raising the world’s living
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standards. Today’s winning companies are those who succeed most in satisfying, indeed
delighting their target customers.
As quoted by P.P.Drucker “Marketing is so basic that it cannot be considered a
separate function. It is whole business seen from the point of view of its final result, that
is, from the customer’s point of view. Business success is not determined by the producer
but by the customer”.
Philip Kotler has therefore defined marketing as “it is a social and managerial
process by which individuals and groups obtain what they need and want through
creating, offering and exchanging products of values with others”. Many Indian
companies espouse a satisfied customer philosophy and describe marketing as customer-
satisfaction engineering. Since the economy in this country has changed from a primary
condition of scarcity to gradual and steady stage of affluence, largely giving consumers
the opportunity to choose among many varied alternatives, satisfaction has become a
major concern of business.
“Since the customer are the main focus of any organization its structure should be
so flat i.e., people fluently interact with the customer and maintain continuous feedback
about the customer’s moods and methods in order to shape its business portfolio and
strategies”.
It is very important to find whether the fundamentals of the organization are
getting strong as desired. It is therefore rightly said that a well-trained army with quality
arms and ammunitions and with a sense of involvement can got the nations frontiers inn
desirable and dependable manner similarly: people at the operation level with superior
competency and capability supplied with superior products and strategies can acquire a
place for an organization in the market place. Retail outlets are the contact points of the
customers and therefore the image of the organization largely depends upon the quality of
the people managing the interventions and transactions at the level.
CONSUMER MARKET:
The consume market consists of all the individuals and households who buy or
acquire goods and services for personal consumption. The simplest model consumer
buyer behavior is the stimulus – response model. According to this model marketing
stimuli (the four Ps) and the major forces (economic, technological, political, and
cultural) enter the consumer’s “black box” and reproduce certain responses.
Social factors influence buyer’s behavior. A person’s reference group-family,
friends, social organizations, professional associations- strongly affect product and brand
choices. The buyer’s age, life-cycle stage, occupation, economic circumstances,
lifePerformence, personality, and other personal. Characteristics influence his or her
buying decisions. Consumer life-Performances the pattern of acting and interacting in the
world are also an important influence on purchase decisions.
Finally, consumer-buying behavior is influenced by four major psychological
factors- motivation, perception, learning, and beliefs and attitudes. Each of these factors
provides a different perspective for understanding the workings of the buyer’s black box.
CONSUMER PERCEPTION
It can be defined as the process by which an individual selects, organizes, and
interprets stimuli into a meaningful and coherent picture of the world. A stimulus is a
unit of input to any of the senses. Examples of stimulus ie, sensory input include
products, packages, brand names, advertisements, and commercials, sensory receptor.
Marketers do not want their target audience to look only at the models in their ads.
They want to communicate something about their products as well. Marketers often use
attractive models, humor, and other factors to attract the target market’s interest.
Information processing is a series of activities by which stimuli are perceived,
transformed in to information, and stored. Information processing model has four major
steps or stages,
Exposure
Attention
Interpretation, and
Memory
NEED FOR THE STUDY:
Customers consider various factors for purchasing of spares parts in SPATTER
AUTOMOBILE SPARES PARTS PRIVATE LIMITED .The factors they consider are
based on certain demographic variables such as income, age, occupation etc. It also depends
on attributes and life Performance of the customer buying behavior becomes essential to get a
competitive edge.
SCOPE OF THE PROJECT
The study aims to measure buying behavior level of the customers regarding SPATTER
AUTOMOBILE SPARES PARTS PRIVATE LIMITED. The area within which the study
was conducted regarding the information the primary data is collected in the form of
questionnaire collected from the dealers in Coimbatore district. To sum up the project had
within the scope of the study in the area of “Customer Buying Behavior” of SPATTER
AUTOMOBILE SPARES PARTS PRIVATE LIMITED at Coimbatore .The research
measures the experiences of customers. Defines and analyses the experiences based on key
deliverables. Gains insights into Customer expectations
SPECIFIC OBJECTIVES:
To gain an understanding of the theories and concepts of Buyer Behavior, to find the
age group, educational back ground, occupation / profession and income and income
level of the respondents
To know whether the customer is interested to purchase spares parts in spatter
automobile spares parts private limited
To find respondents reason for purchasing the spares parts in spatter automobile
spares parts private limited
To know the important reason the respondents give to each factor for purchasing
spares parts in spatter automobile spares parts private limited
To know the customer service satisfaction from the respondents.
To know the awareness of the brand spatter automobile spares parts private
limited.
CHAPTER III
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY
The survey technique is intended to secure one or more items of information from a
sample of respondents who are representatives of a larger group. The information is recorded
on a form known as questionnaire. As data are gathered by asking questions from persons
who are believed to have desired information, the method is known as questionnaire
technique.
REASONS FOR WIDE USE OF THIS METHOD:
It can secure both quantitative and qualitative information directly from the
respondents.
It is the only method of directly measuring attitudes and motivations.
It is quite flexible in terms of the types of data to be assembled, the method of
collection or the timing of research.
MEANING OF RESEARCH
According to D. Slessinger and M. Stephenson in the Encyclopedia of social sciences
define research as “the manipulation of things, concepts or symbols for the purpose of
generalizing to extend, correct or verify knowledge, whether that knowledge aids in
construction of theory or in the practice of an art”.
DESCRIPTION OF THE RESEARCH DESIGN:
A research design is a logical and systematic plan prepared for directing a research
study it specifies the methodology and technique to be adopted for achieving the objectives.
It constitutes the blueprint for the collection, measurement and analysis of data.
The preparation of a research plan for a study aids in establishing direction to the
study and knowing exactly what has to be done and how and when it has to be done at every
stage.
A research plan describes the boundaries of research activities and enables the
research to channel his energies in the right work. With clear research objectives, in view the
research can proceed systematically towards his achievements.
TYPES OF RESEARCH
Exploratory Research,
Descriptive Research.
EXPLORATORY RESEARCH:
Exploratory research studies are also termed as formulate research studies. The main
purpose of such studies in that of formulating a problem for more precise investigation or of
developing the working hypothesis forms an operational point of view.
DESCRIPTIVE RESEARCH:
Diagnostic Research studies determine the frequency with something occurs or its
association with something else.
In this project, information pertaining to customer needs satisfaction and their
demographic profile was collected; hence it is a descriptive research
SOURCES OF DATA:
DATA COLLECTION INSTRUMENTS:
PRIMARRY METHOD:
Primary data are those, which are collected fresh and for the first time and this happen
to be original in character. In this study primary data was collected by interview schedule
method.
SECONDARY METHOD:
Secondary data are those, which are collected from existing data. Secondary data
for this study include appropriate material from newspaper, Magazines, Broachers, Company
Reports, Standard Text Books, and information from Internet has also been acquired
wherever necessary
SAMPLING PROCEDURES:
Sampling is a systematic approach for selecting a few elements from an entire
collection of units (population) in order to make some inference about the total population it
is a small specimen or a segment of the whole population representing its general qualities as
for as possible. The study was undertaken by convenience sampling.
SAMPLE SIZE:
The study is conducted on a sample of 100 respondents.
SAMPLING FRAME:
The population for the study consists of SPATTER AUTOMOBILE SPARES PARTS
PRIVATE LIMITED at Coimbatore
RESEARCH APPROACH:
The survey method was adopted for collected the primary data. Survey research is
systematic gathering of data from respondent through questionnaire.
RESEARCH INSTRUMENT:
The data for this research study was collected by survey technic using interview
method guided by questionnaire.
COLLECTION OF DATA:
Questionnaire and personal interviews are the methods that I have used for collecting
the data