Customer satisfaction index for Godrej office furniture in Delhi; Godrej & Boyce Mfg. Co.

Abstract

Objective : The objective of the project was to find the factors that customers consider important and to rate Godrej and Competitive Products on these factors and Sub-factors. A Customor Satisfaction Index for coach customer was Lo be derived. The project also probed Godrej salesmen’s perception on these factors and to explore differences between the customers and salesmen’s perceptions. Sample: A sample of 73 customers was surveyed in the Delhi region. The sample gave adequate representation to all office areas in Delhi. Care was taken to ensure that salesmen-specific or area-specific factors do not affect the Index. FINDINGS: Parameters that constitute customer satisfaction in Delhi: Product Quality, Delivery Time, and After Sales Service were the three most important factors in Delhi, explaining 66 percent of the purchase decision. Private sector companies considered payment terms to be quite important. Open Plan Office System buyers insisted on a wider product range.