automobile industry
International Journal of Advanced Research in
Management and Social Sciences
ISSN: 2278-6236
A STUDY OF CUSTOMER SATISFACTION WITH REFERENCE TO TATA MOTOR
PASSENGER VEHICLES
Kavita Dua*
Savita*
Abstract: Satisfaction is crucial concern for both customers and organizations. Satisfaction is a subjective concept and therefore difficult to determine. It depends on many factors and varies from person to person and product to product. The importance of customer satisfaction in strategy development for customers and market oriented cannot be underdetermined. Now a day it has become very important factor for each and every organization to enhance the level of customer satisfaction. The overall study reveals that It was found that the customer are mostly satisfied with price , design, safety, mileage, interior space, status brand name, comfort level, spares part and after sale service.
Keywords: Customer, Customer satisfaction, Automobile company, passenger vehicles, Tata motors. *Research scholar, Deptt of commerce, M.D.University
Vol. 2 | No. 4 | April 2013
www.garph.co.uk
IJARMSS | 68
International Journal of Advanced Research in
Management and Social Sciences
ISSN: 2278-6236
INTRODUCTION
Satisfaction is crucial concern for both customers and organisations. Satisfaction is a subjective concept and therefore difficult to determine. It depends on many factors and varies from person to person and product to product. The importance of customer satisfaction in strategy development for customers and market oriented cannot be underdetermined. Now a day it has become very important factor for each and every organization to enhance the level of customer satisfaction. Customer satisfaction, a term is used in marketing, it’s a measure how product and service supplied by the company meet or surpass customer expectation. Customer satisfaction according to ISO 9000, users opinion about the degree to which its meets its requirements.
Management and Social Sciences
ISSN: 2278-6236
A STUDY OF CUSTOMER SATISFACTION WITH REFERENCE TO TATA MOTOR
PASSENGER VEHICLES
Kavita Dua*
Savita*
Abstract: Satisfaction is crucial concern for both customers and organizations. Satisfaction is a subjective concept and therefore difficult to determine. It depends on many factors and varies from person to person and product to product. The importance of customer satisfaction in strategy development for customers and market oriented cannot be underdetermined. Now a day it has become very important factor for each and every organization to enhance the level of customer satisfaction. The overall study reveals that It was found that the customer are mostly satisfied with price , design, safety, mileage, interior space, status brand name, comfort level, spares part and after sale service.
Keywords: Customer, Customer satisfaction, Automobile company, passenger vehicles, Tata motors. *Research scholar, Deptt of commerce, M.D.University
Vol. 2 | No. 4 | April 2013
www.garph.co.uk
IJARMSS | 68
International Journal of Advanced Research in
Management and Social Sciences
ISSN: 2278-6236
INTRODUCTION
Satisfaction is crucial concern for both customers and organisations. Satisfaction is a subjective concept and therefore difficult to determine. It depends on many factors and varies from person to person and product to product. The importance of customer satisfaction in strategy development for customers and market oriented cannot be underdetermined. Now a day it has become very important factor for each and every organization to enhance the level of customer satisfaction. Customer satisfaction, a term is used in marketing, it’s a measure how product and service supplied by the company meet or surpass customer expectation. Customer satisfaction according to ISO 9000, users opinion about the degree to which its meets its requirements.