Customer Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance relation to his/her expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the customer is satisfied. If the performance exceeds the expectations the customer is highly satisfied. Customer satisfaction is a marketing tool and a definite value added benefit. According to Philip kotler- “Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his experience. In today’s competitive environment, every organization is trying to attract the customers by assuring highest degree of satisfaction. Satisfied customers are the main determinants of success or failure of the business of an organization. Customer’s, who are satisfied, come and continue to buy the products and services of the organization they also recommend the products to other buyers. Acute measurement of customer satisfaction helps in identification of the gap between the customer expectations and real performance of the product supplied by the organization. If the customers are not satisfied with the products and services of the organization, the reasons for dissatisfaction are identified and timely corrective and preventive action is taken to meet customer expectations. The study which tries to find out the Quality of Service in KAIRALI FORD,Ernakulam. It also tries to suggest suitable steps that should be taken by the kairali ford in order to improve the Service Quality.
Ford Motor Company (also known as simply Ford) is an American multinational automaker headquartered in Dearborn, Michigan, a suburb of Detroit. It was founded by Henry Ford and incorporated on June 16, 1903. The company sells