Review of literature on customer satisfaction in automobile industry
Customers’ Willingness Lazarus et al. They conducted a survey featuring 197 respondents to test their hypotheses. An emphasis is placed on providing a conceptual basis for understanding existing literature in definition part. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. ( 1994) found a significant relationship between customer satisfaction and return on assets. Autodealer’s satisfaction by car brands (Independent automobile dealer satisfaction survey, 2009). The importance of the automotive customer experience According to Deloitte’s 2018 global automotive consumer study, 78 percent of surveyed consumers rate the customer experience as a “somewhat important” or “very important” factor in choosing where to buy a vehicle. Abstract and Figures The best-looking industry is the automobile industry, and, in the current era, there is an increase in spending power in both developed and developing economies. Whether you have a small hole-in-the-wall business or belong to the Fortune 500, you will need CSAT autodealer’s satisfaction by car brands (Independent automobile dealer satisfaction survey, 2009). The objective of the study was to reveal the online behaviour of today‟s auto Customers. This is because customer satisfaction has to direct to customer loyalty. According to Daffy (2011), customer service works like a boomerang. In last financial year that is 2018 there was total production of 25 million automobiles. Literature Review on Customer Satisfaction Dr. In spite of many try to measure and explain customer satisfaction, there still does not show to be a accord regarding its explanation (Giese and Cote, 2000) There is significance difference between the relationship of demographic and level of satisfaction 1. Said that having satisfied customers is not sufficient, there has to be really satisfied customers. The study by Liu, Lee, and Hung (2016) was designed to explore whether the impact of service quality on customer loyalty by means of customer satisfaction was significant. Atkinson (1988) found out that cleanliness, security, value for money and courtesy of staff determine customer satisfaction. Exploratory research was undertaken and a structured questionnaire was designed and. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. INTRODUCTION ndia being the second most populated country in the world and the growth rate of Indian economy is also high as compared to developed countries, which attracts the presence of huge demand in the Automobile. 3 Purpose & Research Questions. In this post, we will online homework help for college students dissect the core foundations of CSAT in the automobile industry. Literature review: Customer satisfaction has been a famous topic in marketing practice and study research since Cardozo's (1965) earlyl study of customer effort, demands and satisfaction. It includes original equipment, manufacture, and adverting industry. We are now living in a society where the demands on business are so much greater than ever before (Kandampully, 1997). ” (It even ranks ahead of the tech industry review of literature on customer satisfaction in automobile industry and retail. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service (Gundersen, Heide and Olsson, 1996). Yet there are still many long-standing issues that detract from the. From the last five financial years the volume of total production is growing at the rate of 5. Index Terms- Consumer behavior, Small Car, Sedan class segment, Customer Perception, Luxury Car segment, Automotive Industry I. For these reasons the aim of this study is to analyze satisfaction of customers from Proton Saga which is one of the most well-known and successful models of the Proton company and investigate the level of loyalty among them. "This paper provides a review on consumer satisfaction in four areas: 1) definition and importance of satisfaction, 2) antecedents or determinants, 3) measurement of satisfaction, 4) consequences of consumer satisfaction. Automobile industry involves many industries in it. In the domestic passenger car market, small ….