Factors Affecting Customer Satisfaction: A Study on Maruti Suzuki
International Journal of Business and Management Tomorrow
Vol. 2 No. 10
Factors Affecting Customer Satisfaction: A Study on
Maruti Suzuki
Mahesh L, Faculty, Maharani’s Arts and Commerce College for Women, Mysore
Amulya.M, Assistant Professor, Department of Studies in Business Administration, University Of Mysore,
Mysore
Abstract
Exceptional customer service results in greater customer retention, which in turn results in higher profitability.
Customer loyalty is a major contributor to sustainable profit growth. To achieve success, a company must make superior service second nature of the organization. A seamless integration of all components in the service-profit chain – employee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth – links all the critical dynamics of top customer service. Many companies forget that satisfying customer needs and continuous value innovation is the only path to sustainable growth. This creates opportunities for new, smaller companies to emulate and improve upon what made their bigger competitors successful in the first place and steal their customers. Organizations are increasingly interested in retaining existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. In this paper I would like to emphasis on Customer Satisfaction towards Maruti Suzuki – A Study on Passenger Cars in Mysore District of Karnataka.
Keywords: Satisfaction, Loyalty, Sustainable Growth, Customer Retention, Profit and Growth.
1. Introduction
Measuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased competition, crowded markets with little product differentiation and years
Vol. 2 No. 10
Factors Affecting Customer Satisfaction: A Study on
Maruti Suzuki
Mahesh L, Faculty, Maharani’s Arts and Commerce College for Women, Mysore
Amulya.M, Assistant Professor, Department of Studies in Business Administration, University Of Mysore,
Mysore
Abstract
Exceptional customer service results in greater customer retention, which in turn results in higher profitability.
Customer loyalty is a major contributor to sustainable profit growth. To achieve success, a company must make superior service second nature of the organization. A seamless integration of all components in the service-profit chain – employee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth – links all the critical dynamics of top customer service. Many companies forget that satisfying customer needs and continuous value innovation is the only path to sustainable growth. This creates opportunities for new, smaller companies to emulate and improve upon what made their bigger competitors successful in the first place and steal their customers. Organizations are increasingly interested in retaining existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. In this paper I would like to emphasis on Customer Satisfaction towards Maruti Suzuki – A Study on Passenger Cars in Mysore District of Karnataka.
Keywords: Satisfaction, Loyalty, Sustainable Growth, Customer Retention, Profit and Growth.
1. Introduction
Measuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased competition, crowded markets with little product differentiation and years
References: Berry, Leonard L.; A. Parasuraman (1991). Marketing Services: Competing Through Quality. New York: Free Press. ISBN 9780029030790. Guiltinan, J. P., Paul, G. W. & Madden, T. J., 1997, Marketing Management: Strategies and Programs. 6 th ed., New York, McGrawHill. Kessler, Sheila (2003). Customer satisfaction toolkit for ISO 9001:2000. Milwaukee, Wis.: ASQ Quality Press. ISBN 0873895592. Nunnally, Jum C., (1978) Psychometric Theory,2nd ed., New York: McGraw-Hill Olander, Folke Parasuraman, Zeithaml and Berry (Leonard L) (1991), between 1985 and 1988 available at url: Zairi, M., 2000, Managing Customer Dissatisfaction Through Effective Complaint Management Systems, The TQM Magazine, 12 (5), pp