Customer Satisfaction on Post-Sales Service with Reference to Two-Wheeler Automobile Industry
Customer Satisfaction on Post-Sales
Service with Reference to Two-Wheeler
Automobile Industry
S Saraswathi*
The key to success of automobile industry lies not only in having good products but also in being able to provide the customer with the level of service they desire. Because of increasing competitiveness in the Indian automobile industry, almost all automobile manufacturers have invested valuable resources on customer satisfaction as a tool to understand the needs and expectations of their customers. Increased presence of two-wheeler vehicles throughout the country has created a growing need for providing service infrastructures closer to the customers’ homes or offices. A study on customer satisfaction on post-sales service with reference to two-wheeler automobile industry was conducted in the twin cities of Hyderabad and Secunderabad. Primary data was collected from 100 customers who purchased the motorbikes of various two-wheeler companies. The study is presented under two heads: a) Part I and b) Part II. Part I outlines the perception of customers on post-sales service and Part II gives a ranking of respondents and satisfactory index on post-sales service of two-wheeler automobile industry.
Introduction
The automobile industry, which is one of the largest industries in India, is one of the key sectors of the Indian economy. This industry comprises automobile and auto component sectors and encompasses commercial vehicles, multi-utility vehicles, passenger two-wheelers, three-wheelers, tractors and related auto components. India is also being looked upon as the prime business destination for many global auto players. India is the world’s largest motorcycle manufacturer, the second largest two-wheeler and tractor manufacturer, the fifth largest commercial vehicle manufacturer and the fourth largest car market in Asia (the estimate was one million plus vehicles in 2004-05).
The automobile industry maintained a steady annual growth rate of over 15% in the
Service with Reference to Two-Wheeler
Automobile Industry
S Saraswathi*
The key to success of automobile industry lies not only in having good products but also in being able to provide the customer with the level of service they desire. Because of increasing competitiveness in the Indian automobile industry, almost all automobile manufacturers have invested valuable resources on customer satisfaction as a tool to understand the needs and expectations of their customers. Increased presence of two-wheeler vehicles throughout the country has created a growing need for providing service infrastructures closer to the customers’ homes or offices. A study on customer satisfaction on post-sales service with reference to two-wheeler automobile industry was conducted in the twin cities of Hyderabad and Secunderabad. Primary data was collected from 100 customers who purchased the motorbikes of various two-wheeler companies. The study is presented under two heads: a) Part I and b) Part II. Part I outlines the perception of customers on post-sales service and Part II gives a ranking of respondents and satisfactory index on post-sales service of two-wheeler automobile industry.
Introduction
The automobile industry, which is one of the largest industries in India, is one of the key sectors of the Indian economy. This industry comprises automobile and auto component sectors and encompasses commercial vehicles, multi-utility vehicles, passenger two-wheelers, three-wheelers, tractors and related auto components. India is also being looked upon as the prime business destination for many global auto players. India is the world’s largest motorcycle manufacturer, the second largest two-wheeler and tractor manufacturer, the fifth largest commercial vehicle manufacturer and the fourth largest car market in Asia (the estimate was one million plus vehicles in 2004-05).
The automobile industry maintained a steady annual growth rate of over 15% in the
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