Consumer Perception
A STUDY ON CONSUMER PERCEPTION OF AFTER SALES SERVICE WITH REFERENCE TO HYUNDAI CARS AT CHENNAI
CHAPTER I
INTRODUCTION
1.1 ABOUT THE STUDY
The present study was conducted in order to know the perception of the customer with respect to after sales services and to gauge the satisfaction of its consumers. Every customer tends to develop a certain image of the company after using the product. In this process, After Sales Services of the company also plays a major role. The complaints lodged by the customer if duly attended to and given a service in such a manner so that the product is trouble free for a considerable period of time, the customer feels satisfied and tends to become loyal to the company. If a company endeavors to determine the perception of customer towards the product after having used it for a certain period, this information can provide valuable information to a company to improve its product in terms of features and other attributes. This is essential because every company aims at growth and when a company is growing, simultaneously the image of the company or the brand becomes important and the image keeps on growing. When the image of the company grows, the expectations of the customer from the company also grow.
After sales service consists of:
• Delivery • Installation • Demonstration • Repairs • Warranty • Courteous attention towards customer complaints etc.
1.2 ABOUT AUTOMOBILE INDUSTRY
Indian automobile industry has grown leaps and bounds since 1898, a time when a car had touched the Indian streets for the first time. At present it holds a promising tenth position in the entire world with being No 2 in two wheelers and No 4 in commercial vehicles. Withstanding a growth rate of 18% per annum and an annual production of more than 2 million units, it may not be an exaggeration to say that this industry in the coming years will soon
CHAPTER I
INTRODUCTION
1.1 ABOUT THE STUDY
The present study was conducted in order to know the perception of the customer with respect to after sales services and to gauge the satisfaction of its consumers. Every customer tends to develop a certain image of the company after using the product. In this process, After Sales Services of the company also plays a major role. The complaints lodged by the customer if duly attended to and given a service in such a manner so that the product is trouble free for a considerable period of time, the customer feels satisfied and tends to become loyal to the company. If a company endeavors to determine the perception of customer towards the product after having used it for a certain period, this information can provide valuable information to a company to improve its product in terms of features and other attributes. This is essential because every company aims at growth and when a company is growing, simultaneously the image of the company or the brand becomes important and the image keeps on growing. When the image of the company grows, the expectations of the customer from the company also grow.
After sales service consists of:
• Delivery • Installation • Demonstration • Repairs • Warranty • Courteous attention towards customer complaints etc.
1.2 ABOUT AUTOMOBILE INDUSTRY
Indian automobile industry has grown leaps and bounds since 1898, a time when a car had touched the Indian streets for the first time. At present it holds a promising tenth position in the entire world with being No 2 in two wheelers and No 4 in commercial vehicles. Withstanding a growth rate of 18% per annum and an annual production of more than 2 million units, it may not be an exaggeration to say that this industry in the coming years will soon