...CHAPTER 1 INTRODUCTION 1.1 INTRODUCTION Customer loyalty is both an attitudinal and behavioral tendency to favor one brand over all others, whether due to satisfaction with the product or service, its convenience or performance, or simply familiarity and comfort with the brand. Customer loyalty encourages consumers to shop more consistently, spend a greater share of wallet, and feel positive about a shopping experience, helping attract consumers to familiar brands in the face of a competitive environment. Types of Loyalty To understand customer loyalty one must recognize there are different types and degrees of loyalty. There is monogamous loyalty and there is polygamous. There are also behavioral and attitudinal aspects. A look at these concepts will clarify what “customer loyalty” really is, and this is important because having a solid understanding of the concept is critical if one hopes to design a reward program where loyalty enhancement is the primary objective. Monogamous vs. Polygamous Loyalty We live in a world of polygamous, not monogamous loyalty. For example, a person might shop at Safeway, Thrifty Foods and Save-on-Foods and unfailingly shop at all three. The person is then loyal to them, but not to others, and yet 100% loyal to none. In their book Loyalty Myths, Keiningham et al. (2005) suggest that “loyalty can in part be thought of as the probability a customer will purchase a brand on any particular purchase occasion. For example, a customer...
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...and Dealers opinion and satisfaction level of MAK LUBRICANTS In Mumbai, research titled “Potential Study on Lubes in the Bazaar Sector” and its role in building Brand Equity for the company” has been conducted. 1.2 Importance of the Study In this competitive arena Lubricants plays a vital role so the Lubricants Industries are a major source. MAK have to compete with various players like Veedol, Gastrol, Lal Ghoda, Shell, Gulf and the local brands with their stringent rules and regulations. Hence, in order to understand about the customers and dealer requirements their likes and dislikes preference is sine-quo-non-for MAK. 1.3 Objectives ➢ To ascertain the customers preferences of MAK Lubricants. ➢ To ascertain the customers satisfaction level for MAK services. ➢ To analyze the customers opinion and satisfaction with special reference to MAK ➢ To suggest some guidelines to MAK in order to provide better focussed services. ➢ To determine the status of brand awareness and brand loyalty in order to conclude about brand equity. ➢ To learn about the brand attributes and their preferences in MAK. 1.4 Scope of the Study: ➢ This project gives me great exposure to the Lubes market because it includes product knowledge and awareness of MAK product. ➢ This research study is useful for MAK to understand the expectations and requirements...
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...compulsary readings (specific articles, Complete reference) 5 6 7 8 Competition and the cartel crusade, Alan Moran. Review - Institute of Public Affairs. Melbourne:Jan 2008. Vol. 59, Iss. 4, p. 57-59 Supply and Demand Irena Asmundson. Finance & Development. Washington:Jun 2010. Vol. 47, Iss. 2, p. 48-49 Impact of Anti dumping measures on Indian Industry by Swati Jain, Sudhir K. Jain, Decision, Vol 35, No 1, January-June, 2008, p 3. The New Global Opportunity by Michael Elliot, Fortune, July 5, 2010, Vol 162, No 1, Relevant Websites Sr. No. Web adress (only if relevant to the courses) Salient Features 9 10 11 www.ecommerce-guide.com www.bloomberg.co.uk www.mit.edu Excellent source of reference for market research Excellent data on crrent market, economic, industrial and financial trends as a valuable sources of reference. Valuable source of reference for basicand advanced concepts of economics. Page 1 of 10 Approved for Autumn Session 2010-11 Detailed Plan For Lectures Week No. Lecture No. Topic Chapters/Sections of Textbook/other reference Homework to be Assigned to...
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...Abstract India, home to one-sixth of the world’s population, is quickly becoming one of the world’s economic engines. Its bureaucratic and outdated regulatory policies have been reformed resulting in a three-fold increase in the number of scheduled airlines and a five-fold increase in the number of aircraft operated. The largest and most popular airline in Mumbai India is Jet Airways started in 1993. Naresh Goyal (both founder and owner) still owns eighty percent of the company, and oversees all aspects of the business. This paper reviews one of the airlines, jet airways, strategic evaluation process to select the next corrective action for the airlines and also the impact on overall aviation industry. How to do a strategic evaluation? Strategic Evaluation is the final phase of Strategic management. Strategy Evaluation is as significant as strategy formulation because it throws light on the efficiency and effectiveness of the comprehensive plans in achieving the desired results. The managers can also assess the appropriateness of the current strategy in today’s dynamic world with socio-economic, political and technological innovations. The process of Strategy Evaluation consists of following steps- 1. Fixing benchmark of performance - While fixing the benchmark, strategists encounter questions such as - what benchmarks to set, how to set them and how to express them. In order to determine the benchmark performance to be set, it is essential to discover the special requirements...
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...CONFIDENTIAL EXPERT REPORT Research Study of the Civil Aviation Sector in India SUBMITTED TO: The Ministry of Corporate Affairs, Govt. of India, India SUBMITTED BY: Nathan Economic Consulting India Pvt. Ltd., India www.nathaninc.com January 24, 2012 CONFIDENTIAL Table of contents 1. 2. 3. 4. 5. Executive Summary ................................................................................................................................. 1 Introduction .............................................................................................................................................. 7 Market Structure and Competition Issues ......................................................................................... 11 Identification of Anti-Competitive Provisions and Practices ......................................................... 15 Analysis of the Identified Issues .......................................................................................................... 24 5.1 Fleet and Equity Requirements ................................................................................................................... 24 5.2 Route Dispersal Guidelines......................................................................................................................... 29 5.3 Slot Allocation ..............................................................................................................................................
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...BCCA’S INSTITUTE OF MANAGEMENT STUDIES Nesbit Road, MAZAGAON, MUMBAI – 10 V SEMESTER :______________________________________ NAME OF STUDENT : CLASS : T.Y.B.M.S DIV : 000 SUBJECT : 0000000000 TOPIC : RISE & FALL IN THE AVIATION INDUSTRY NAME OF PROFESSOR : 000000000 ____________________________ _____________________________ SIGNATURE OF STUDENT SIGNATURE OF PROFFESSOR ________________________ _______________________ MAX. MARKS OBT. MARKS ABSTRACT OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO...
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...part thereof may not be used in any manner whatsoever, without express permission of the Competition Commission of India in writing. 2 TABLE OF CONTENTS I. II. III. IV. Acknowledgement.........................................................................................4 Objective........................................................................................................5 Research Methodology.................................................................................5 Chapter I Introduction...................................................................................................6 V. Chapter II Aviation Industry in India............................................................................7 History of Aviation Industry in India..........................................................7 Drivers to Growth in Indian Aviation Sector.............................................10 Players in the Aviation Sector......................................................................10 VI. Chapter III Importance of Competition in the Market..................................................14 VII....
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...to the change in the functioning of enterprise. External Environment: Those factors which are beyond the control of business enterprise are included in external environment. These factors are: Government and Legal factors, Geo-Physical Factors, Political Factors, Socio-Cultural Factors, Demo-Graphical factors etc. It is of two Types: 1.Micro/OperatingEnvironment 2. Macro/General Environment Micro/Operating Environment: The environment which is close to business and affects its capacity to work is known as Micro or Operating Environment. It consists of Suppliers, Customers, Market Intermediaries, Competitors and Public. (1) Suppliers: – They are the persons who supply raw material and required components to the company. They must be reliable and business must have multiple suppliers i.e. they should not depend upon only one supplier. (2) Customers: - Customers are regarded as the king of the market. Success of every business depends upon the level of their customer’s satisfaction. Types of...
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...106 India Infrastructure Report 2006 6 URBAN TRANSPORT O. P. Agarwal Growth in number of vehicles The increased travel demand has resulted in rapid growth in the number of motor vehicles in the cities. In the six major metropolises of India, growth in motor vehicles has outpaced population growth. On an average, while the population in India’s six major metropolises increased 1.89 times during 1981 to 2001, the number of registered vehicles went up 7.75 times during the same period (Figure 6.2). Thus the growth of motor vehicles was almost four times faster than the growth of population. Cities without good mass transit systems, like Delhi, Chennai, Hyderabad and Bangalore, showed a higher 60 50 40 30 20 10 Congestion is an outcome of twin factors, (a) growth in number of vehicles on road, (b) limitations to expansion of road space. Views expressed in the chapter are of the author. Cy cle s 2wh ee ler s IP T C Ca rs Sl ow t Fa s ns po B lic Tr a Congestion Pu b ISSUES IN URBAN TRANSPORT IN INDIA IP T rt 0 W alk T he burgeoning urban population of India is engaging in a variety of economic activities in rapidly expanding cities, which are, therefore, encountering fast escalations in urban travel demand. A variety of transport modes, such as, walking, cycling, two-wheelers, para-transit, public transport, cars, etc. are used to meet these travel needs. Travel demand is determined by a number of factors, the primary one being the size of the population. Other...
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...OF CGSI: 9 2.2. ACHIEVEMENTS & FEATURES: 10 3. CONSUMER PROTECTION ACT, 1986: 11 3.1. IMPORTANT FEATURES OF THE ACT: 11 3.2. CONSUMER 12 3.2.1. CONSUMER OF GOODS 12 3.2.2. CONSUMER OF SERVICES 16 3.3. COMPLAINT 18 3.3.1. CONSTITUTES OF A COMPLAINT 18 3.3.2. ELIGIBILITY FOR FILING A COMPLAINT 18 3.3.3. REQUIREMENTS OF A COMPLAINT 20 3.3.4. TIME FRAME WITHIN WHICH A COMPLAINT CAN BE FILED 21 3.3.5. RELIEF AVAILABLE AGAINST COMPLAINT 22 3.3.6. CIRCUMSTANCES WHEN A COMPLAINT CANNOT BE FILED 23 3.3.7. DISMISSAL OF FRIVOLOUS AND VEXATIOUS COMPLAINTS 24 3.4. UNFAIR TRADE PRACTICE AND RESTRICTIVE TRADE PRACTICE 24 3.5. CONSUMER PROTECTION COUNCILS 28 3.6. DISPUTE SETTLEMENT THREE TIER MECHANISM 28 4. CASE STUDIES: 30 4.1. CASE 1: INDIAN MEDICAL ASSOCIATION V/S V.P. SHANTA AND OTHERS 30 4.2. CASE 2: MR. MAHAVIR D. CHOPDA VS SVKM’S NMIMS UNIVERSITY 33 5. GOVERNMENT INITIATIVES FOR PROTECTION OF CONSUMER RIGHTS & STATISTICS 50 6. ROLE OF NON-GOVERNMENTAL ORGANIZATIONS 53 7. COMPARITIVE STUDY OF CPA IN INDIA AND BRAZIL: 55 8. CONCLUSION: 58 9. RECOMMENDATIONS 58 10. BIBLIOGRAPHY 60 1. INTRODUCTION: In the good olden days the principle of ‘Caveat emptor’, which meant buyer beware governed the relationship between seller and the buyer. In the era of open markets buyer and seller came face to face, seller exhibited his goods, and buyer thoroughly examined them and then purchased them. It was assumed that he would use all care and skill while entering into...
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...While McDonald 's opened 34 restaura nts in five years (by 2001 ), 58 restaurants in eight yea rs (by 2004), it is now pla nning to add more than 90 new restaurants in the next three years. 2 Although the initial scenes of crowds lining up for days outside the M cDonald 's res taurants in Delhi and Mumbai are no longer seen, Indian consumer response to McDonald's products still remains very strong. The ten McDonald's I visited in Mumbai and Delhi were pac ked with young people, children , and yo ung p a renrs enjoying ice c reams, sp icy potato wedges (instead of the usual frenc h fries), and Happy M ea ls. The growth of M cDonald's in India is not as rapid as in China (Exhibit 4) . Bur irs growth is nevertheless impressive . How did McDo nald's d o it? How d id a hamburger cha in becom e so promi nent in a cultural z.one dominated by non-beef, non-pork, vegetarian, and regional foods such as chofa bhatura, kababs, bhaji, samosa, dosa, vada, sam bar, bhefpuri, and rice? The answer to this question lies in McDonald's carefully pla nned entry and expansio n strategy in accordance with I ndia's c hanging political, economic, and culw ral landscape in the 1990s. The Indian Food Service Industry With more than ftve thousand e thnic co mmunities represenred , India has a very diverse population....
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...MIcroeconomics: Markets, Methods & Models Douglas Curtis and Ian Irvine | Version 2014/2015 $ ADAPTED OPEN TEXT FORMATIVE ONLINE ASSESSMENT COURSE SUPPLEMENTS COURSE LOGISTICS & SUPPORT a d v a n c i n g l e a r n i n g www.lyryx.com Copyright This work is licensed under a Creative Commons AttributionNonCommercial-NoDerivs 3.0 Unported License. http://creativecommons.org/licenses/by-nc-nd/3.0/deed.en_GB Douglas Curtis and Ian Irvine Edition 1.11 This edition is differentiated from the first edition solely by minor editorial adjustments. Content has not been altered. Microeconomics: Markets, Methods and Models About the Authors Doug Curtis is a specialist in macroeconomics. He is the author of twenty research papers on fiscal policy, monetary policy, and economic growth and structural change. He has also prepared research reports for Canadian industry and government agencies and authored numerous working papers. He completed his PhD at McGill University, and has held visiting appointments at the University of Cambridge and the University of York in the United Kingdom. His current research interests are monetary and fiscal policy rules, and the relationship between economic growth and structural change. He is Professor Emeritus of Economics at Trent University in Peterborough, Ontario, and Sessional Adjunct Professor at Queen’s University in Kingston, Ontario Ian Irvine is a specialist in microeconomics, public economics, economic inequality...
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...Civil Aviation Policy – Consultation with stake holders Civil Aviation sector in India has soared to great heights in the last few years. However, the aviation industry’s growth will need proper policy orientation to ensure systematic, sustainable and orderly development. Hence, it is imperative that a clearly defined, long term civil aviation policy is formulated. Such policy while addressing issues related to safety, security, infrastructure development, revenue models, private sector participation etc. must also provide for a safe and comfortable yet affordable air travel to passengers. The Ministry of Civil Aviation, Government of India, is in the process of formulating a Civil Aviation Policy. The civil aviation sector has many complex areas, which need to be addressed in formulation of the policy; some of them are indicated below. Organizations and individuals are requested to give their inputs, views and suggestions on aspects given below (or any other related issues), for facilitating the Ministry of Civil Aviation in drafting the proposed Civil Aviation Policy. These may be sent to the DT section, Ministry of Civil Aviation, Rajiv Gandhi Bhawan, New Delhi, India; or e-mailed to Dtsec.moca@nic.in Views of some stake-holders already received are placed below for reference and cross fertilization of ideas. While giving your views, please mention specifically if you have any objection in keeping your views in public domain. Your views may be sent before 20th February,...
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...PROJECT REPORT ON "RURAL MARKETING" BY AARON FERNANDES T.Y. B.M.S. SEMESTER V SHRI CHINAI COLLEGE OF COMMERCE & ECONOMICS MUMBAI PROJECT GUIDE PROF. VAISHALI CHAUDHARY UNIVERSITY OF MUMBAI 2003-2004 1 ACKNOWLEDGEMENTS Many hands have toiled to ensure that this project finally sees the light of the day. It required continuous guidance, inspiration and support from many people and without their cooperation; this project would not have been complete. I take this opportunity to express my sincerest gratitude to my Project Guide, Ms. Vaishali Chaudhary, who lived up to her Designation and was a constant source of guiding light for me at each and every stage of the execution of this project. I would also like to thank the following people who through their experience have enlightened me on the practical aspects of this subject without whom the study would not have been carried out successfully. i. Prof. (Ms) Dr. Malini Johari – Principal, Shri Chinai College, Andheri ii. Prof. (Ms) S.G. Kelkar – BMS Co-ordinator, Shri Chinai College, Andheri iii. Professors at Shri Chinai College: Prof. Sunil Fussey Prof. Vaishali Chaudhary Prof. Padma Iyer Prof. Gitanjali Thorvat Lastly I would like to thank my well-wishers and my colleagues who were a constant source of inspiration and in some cases also motivation as it ultimately has led to the completion of this project. Finally I...
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...car rolled out on the streets of Mumbai (then Bombay) in 1898, the Automobile Industry of India has come a long way. During its early stages the auto industry was overlooked by the then Government and the policies were also not favorable. The liberalization policy and various tax relief by the Govt. of India in recent years has made remarkable impacts on Indian Automobile Industry. Indian auto industry, which is currently growing at the pace of around 18 % per annum, has become a hot destination for global auto players like Volvo, General Motors and Ford. A well developed transportation system plays a key role in the development of an economy, and India is no exception to it. With the growth of transportation system the Automotive Industry of India is also growing at rapid speed, occupying an important place on the 'canvas' of Indian economy. Today Indian automotive industry is fully capable in producing various kinds of vehicles and can be divided into 03 broad categories: Cars, two-wheelers and heavy vehicles. ← The first automobile in India rolled in 1897 in Bombay. ← India is being recognized as potential emerging auto market. ← Foreign players are adding to their investments in Indian auto industry. ← Within two-wheelers, motorcycles contribute 80% of the segment size. ← Unlike the USA, the Indian passenger vehicle market is dominated by cars (79%). ← Tata Motors dominates over 60% of the Indian commercial vehicle market. ← 2/3rd of auto component production...
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