A Study On Customer Satisfaction of Nykaa: Beauty Shopping
A Study On Customer Satisfaction of Nykaa: Beauty Shopping
ON
(Batch: 2021-24)
This is to certify that the project titled "A STUDY ON CUSTOMER SATISFICATION OF
NYKAA: BEAUTY SHOPPING" is an academic work done by "SIDHI BHOJWANI"
submitted in the partial fulfillment of the requirement for the award of the degree of Bachelor
of Business Administration from KASTURI RAM COLLEGE OF HIGHER EDUCATION,
Narela, New Delhi under my guidance & direction. To the best of my knowledge and belief
the data & information presented by him in the project has not been submitted earlier.
(ASSISTANT PROFESSOR)
ACKNOWLEDGEMENT
Take this opportunity to express my profound gratitude and deep regards to my faculty guide
Ms. PARUL GABA for her exemplary guidance, monitoring and constant encouragement
throughout the course of this project. The blessing, help and guidance given by her from time
to time shall carry me a long way in the journey of life on which I am about embark.
SIDHI BHOJWANI
The undersigned student of B.B.A (General) 6th semester at KASTURI RAM COLLEGE
OF HIGHER EDUCATION ,hereby solemnly declares that the project entitled A STUDY
ON CUSTOMER SATISFICATION OF NYKA: BEAUTY SHOPPING ‘ is the outcome of
my own research prepared by me under the guidance of my Assistant Professor Ms. PARUL
GABA.
To the best of my knowledge, any part of this context has not been submitted earlier for any
degree, diploma or certificate examination. The basic purpose to take project report was for
training practical experience of work in particular field.
SIDHI BHOJWANI
4.1 Findings
4.2 Conclusions
4.3 Suggestions
BIBLIOGRAPHY
1.1 INTRODUCTION:
Customer satisfaction is defined as a measurement that determines how happy customers are
with a company’s products, services, and capabilities. Customer satisfaction information,
including surveys and ratings, can help a company determine how to best improve or changes
its products and services.
An organization’s main focus must be to satisfy its customers. This applies to industrial
firms, retail and wholesale businesses, government bodies, service companies, nonprofit
organizations, and every subgroup within an organization.
There are two important questions to ask when establishing customer satisfaction:
Customers include anyone the organization supplies with products or services. The table
below illustrates some supplier-customer relationships.
Note: that many organizations are both customers and suppliers.
Organizations should not assume they know what the customer wants. Instead, it is important
to understand the voice of the customer, using tools such as customer surveys, focus groups,
and polling. Using these tools, organizations can gain detailed insights as to what their
customers want and better tailor their services or products to meet or exceed customer
expectations.
R. L. Polk & Co.: Making Every Issue the Only Issue (PDF) Annual customer surveys for
R. L. Polk & Co. identified opportunities for improvement in customer contact and issue
resolution. By following the same steps for every issue and performing full root cause
analysis for 100% of issues, Polk increased operational excellence and improved customer
satisfaction.
Linking Customer Satisfaction to Product Design: A Key to Success for Volvo (Quality
Management Journal) A framework for bridging the quality satisfaction gap at Volvo
integrates quality function deployment and customer-satisfaction modeling.
PURPOSE:
Farris et al. wrote that "customer satisfaction provides a leading indicator of
consumer purchase intentions and loyalty." The authors also wrote that "customer satisfaction
data are among the most frequently collected indicators of market perceptions. Their
principal use is twofold:"
1. "Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company's goods and services."
2. "Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm’s customers
will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at the extremes."
On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become
return customers and might even evangelize for the firm. A second important metric related
to satisfaction is willingness to recommend. This metric is defined as "[t]he percentage of
surveyed customers who indicate that they would recommend a brand to friends." A previous
study about customer satisfaction stated that when a customer is satisfied with a product, he
or she might recommend it to friends, relatives and colleagues.] This can be a powerful
marketing advantage. According to Faris et al., "individuals who rate their satisfaction level
as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by making negative
comments about it to prospective customers. Willingness to recommend is a key metric
relating to customer satisfaction."
METHODOLOGIES: