International Journal of Commerce and Management Research

International Journal of Commerce and Management Research






ISSN: 2455-1627


International Journal of Commerce and Management Research
International Journal of Commerce and Management Research
Vol. 5, Issue 3 (2019)

To study the impact on Customer Satisfaction = Customer Perception of Service Received – Customer Expectation of Customer Service


Prinsa Maheshbhai Patel, Milan Parshottambhai Patel

Introduction: Customer satisfaction can be understood to be the difference between customers’ expectation before consumption and realization after consumption of product or service. Customers will be satisfied if the product or service is above their demand or expectation. Customer is one of the driving forces behind every company or business. Being able to make your customers satisfied is an essential tool for the success of your business. It is for this reason that, managements of organizations are so focused on how to keep their customers satisfied stipulated that, the term customer satisfaction is complicated to define. Customers’ expectations are ever increasing making it difficult for companies to give a clear defined path to satisfy these customers. Companies that can get this right path are most likely to be successful. Customer satisfaction is complicated because certain products or services can leave one customer satisfied while another customer is left unsatisfied. To better maximize the satisfaction level of customers, it is important to pay more attention on the factors that influence customer satisfaction. Comprehensive understanding of customer satisfaction is a vital step towards maintaining customer satisfaction to services of the company. Method: for collecting these data hear used primary data. It is questionnaire based study which is circulate among 25 respondents. Result: Research resulted that, 30% respondents got aware about the company through references, 20% respondents got aware through trade fairs and magazine, 15% respondents got aware through newspapers, 10% respondents got aware through advertising and rest 5% through sales person. Conclusion: From the research it can be concluded that the customers are satisfied with the products offered by Acey Engineering Pvt. Ltd with respect to the quality, material, product life, packaging or price. Even the service provided by the company has satisfied most of its customers. Looking to the overall performance of the company, majority of respondents are satisfied. In auto ancillary industry, AEPL has positive response from its customers.
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