SYNOPSIS ON The relationship between Customer Satisfaction and Service Quality (Management Project) AT ABB LIMITED

Vadodara.

INTRODUCTION It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. What about the relationship between customer satisfaction and service quality dimensions; the relationship between service quality and its dimensions?

PURPOSE OF THE STUDY

The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions.

OBJECTIVES OF THE STUDY

1.

To offer comments on the marketing estimations on the accounts of a ABB Ltd. for the users of the financial statements to access the ability of the ABB Ltd. to generate cash and cash equivalents to serve the needs of the organization.

2. To derive the working experience of producing budgetary statements.

3.

To offer limited directions material management group to steer the organization to a sell product of the company. RESEARCH METHODOLOGY

A. Sources of the data There are mainly two important sources through which the whole data is collected. Primary Data The primary data of the topic will be collected by personal interaction with the officials of the Marketing department and also from records of the company. Secondary Data The data will be collected from the websites, books and all other relevant information or literary are taken as secondary source of data. The data thus collected will be arranged in a format.

Convenience sampling technique was used to collect quantitative data from customers of ABB Ltd. to get their satisfaction levels and meaning of service quality which were substituted. Chi-square test was used to test the hypotheses separately and in a group.