Customer Satisfaction Towards After Sales Service: A Case Study Analysis

Rajesh Amonkar

Abstract: Customer satisfaction is a strategic goal of any organisation since a satisfied customer is the core concern of any organisation, they pay close attention to the factors that influence customers satisfaction. After sales service is one of the important factor that influence customer satisfaction in case of durable goods. After sales service is needed to prevent dissatisfaction, frustration and ill will among present customers against the product and its manufacturers. This study entitled Customer Satisfaction towards After Sales Service is a micro level study attempting to focus on After Sales Service in automobile industry in Goa. This study basically focuses on after sales service offered by Alcon Hyundai. This study has considered different aspects of after sales service that has impact on customer satisfaction. In this paper a field survey has been conducted to study customer satisfaction regarding different aspects of after sales service offered by Alcon Hyundai Service Centre, Goa. The data required for study is collected through a structural questionnaire. It includes opinion of customers on procedure of taking appointment, time consumption for servicing, opinion about service staff, cost of servicing etc.

Keywords: Customer satisfaction, After Sales Service, Automobile