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 automobiles and commercial vehicles under the Ford brand and luxury cars under the Lincoln brand. In the past it has also produced heavy trucks, tractors and automotive components. Ford owns small stakes in Mazda of Japan and Aston Martin of the United Kingdom. It is listed on the New York Stock Exchange and is controlled by the Ford family, although they have minority ownership. Ford introduced methods for large-scale manufacturing of cars and large-scale management of an industrial workforce using elaborately engineered manufacturing sequences typified by moving assembly lines; by 1914 these methods were known around the world as Fordism. Ford's former UK subsidiaries Jaguar and Land Rover, acquired in 1989 and 2000 respectively, were sold to Tata Motors in March 2008. Ford owned the Swedish automaker Volvo from 1999 to 2010. In 2011, Ford discontinued the Mercury brand, under which it had marketed entry-level luxury cars in the United States since 1938. Ford is the second-largest U.S.-based automaker and the fifth-largest in the world based on 2010 vehicle sales. At the end of 2010, Ford was the fifth largest automaker in Europe. Ford is the eighth-ranked overall American-based company in the 2010 Fortune 500 list, based on global revenues in 2009 of $118.3 billion. In 2008, Ford produced 5.532 million automobiles and employed about 213,000 employees at around 90 plants and facilities worldwide. 20th century
Henry Ford's first attempt at a car company under his own name was the Henry Ford Company on November 3, 1901, which became the Cadillac Motor Company on August 22, 1902, after Ford left with the rights to his name. The Ford Motor Company was launched in a converted factory in 1903 with $28,000 in cash from twelve investors, most notably John and Horace Dodge (who would later found their own car company). During its early years, the company produced just a few cars a day at its factory on Mack Avenue in Detroit, Michigan. Groups of two or three men worked on each car,...
Please join StudyMode to read the full document