International Journal of Commerce and Management Research

International Journal of Commerce and Management Research


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

Customer satisfaction towards after sales services of Maruti Suzuki in Bardoli region


Prinsa Maheshbhai Patel, Denisha Hasmukhbhai Patel

Customer satisfaction is a strategic goal of any organization: since a satisfied customer is the core concern of any organisation, they pay close attention to the factors that influence customers’ satisfaction. The aim of the study is to know Customer Satisfaction towards After Sales Services of Maruti Suzuki in Bardoli Region. After sales service is one of the important factor that influence customer satisfaction in case of durable goods. After sales service is needed to prevent dissatisfaction, frustration and ill will among present customers against the product and its manufacturers. Research Methodology, Here according to research topic I have selected Descriptive research design. Because in this research it studies various factors that have affect to purchase of Maruti Suzuki Car at Kataria Automobiles This study entitled Customer Satisfaction towards After Sales Service is a micro level study attempting to focus on After Sales Service in automobile industry in Bardoli. This study basically focuses on after sales service offered by “Kataria Automobiles”. This study has considered different aspects of after sales service that has impact on customer satisfaction. In this paper a field survey has been conducted to study customer satisfaction regarding different aspects of after sales service offered by “Kataria Automobiles” Service Centre, Bardoli. The data required for study is collected through a structural questionnaire. It includes opinion of customers on procedure of taking appointment, time consumption for servicing, opinion about service staff, cost of servicing etc.
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