CUSTOMER SATISFACTION TOWARDS MARUTI SUZUKI CARS: A CASE STUDY OF SOLAN CITY, HIMACHAL PRADESH

Management

Customer satisfaction is the most important aspect that companies must understand in order to remain competitive and grow. In today’s competitive environment delivering high quality service is the key for a sustainable competitive advantage. Satisfied customer from the foundation of any successful business as it leads to repeated purchase and positive word of mouth. A customer who has a good experience with the concerned dealer may probably use the same brand again while the customer who experiences problems with a particular brand of car may not use the same in next time. The core activity of any company is to attract and retain consumers. For this reason improving quality is important for existing customer and also for attracting new customers. The main purpose of this study to analyzed in the decision of the car and level of satisfaction towards atmosphere of the showrooms and design of the car, engine performance, and safety of the car. Also analyze the various services provided by the dealers. The primary data for the study have been collected with the help of survey and questionnaire. The secondary data have been collected from the books, journals, research reports, article, newspapers and websites.

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