World Journal of Engineering Research and Technology

Anujanand Choudhary* and Dr. Archana Nema

ABSTRACT

The critical determinant of success in any industry is the customer‘s perception of the products and services offered. Hence, organizations focus on customer satisfaction for service quality improvement, business growth, and sustainability. Although the Kano model has been used widely to elicit customers‘ service quality requirements and improve customer satisfaction. Customer perception is a growing and key issue for continuous improvement and different organizations are becoming more customer-focused. More and more companies and organizations are using customer satisfaction as an indicator on their performance of delivered products and services in a manufacturing unit, Customers do not always explain their needs completely and accurately. In fact, often they speak about what features they want for a product or service, but not clarify why they want those features. To be innovative, an organization needs to know why customers want certain features. Understanding customer needs at this level enables an organization to develop new solutions before its competitors can. That demand may be understood as Voice of the customer or VOC information gathered from market research methods or various quality function deployment techniques. Maintaining and delivering good product quality are an essential part of the goals and aims of a reputed organization. In order to fulfill the expectations of the customers, manufacturers need to continuously develop and improve their existing practices and services. This can be achieved by increasing public involvement and exploring user‘s perception of the physical condition of the product and the services provided on the network. By engaging the public, administration cannot only improve their practices but can also set the key focus objects and areas of their operations. Orientation toward cooperation with the customers is a key to effective organizational management. Now a days, most manufacturers & service providers are conducting market research surveys in one form or another. The major benefit with customer satisfaction measurements and surveys is that they can track trends and help an organization to focus on major improvement efforts. This dissertation work focuses on the customers of pipe plant for the importance of understanding and receiving feedback from the customers. The intent of the thesis is to establish a conceptual framework for customer satisfaction measurement within L&T Construction situated at Alirajpur, Madhya Pradesh. Moreover, the aim is to determine how to utilize results from customer satisfaction measurements, future prospects and how to link customer input into the decision-making process. This research will be undertaken as a qualitative study including both literature review and empirical research. The empirical research will based on a technical benchmarks and case study approach where strategies and practices used by manufacturer.

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