Preview

A Study on Costumer Satisfaction Towards After Sales Service of Kairali Ford

Powerful Essays
Open Document
Open Document
3348 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
A Study on Costumer Satisfaction Towards After Sales Service of Kairali Ford
INTRODUCTION
Customer Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance relation to his/her expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the customer is satisfied. If the performance exceeds the expectations the customer is highly satisfied. Customer satisfaction is a marketing tool and a definite value added benefit. According to Philip kotler- “Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his experience. In today’s competitive environment, every organization is trying to attract the customers by assuring highest degree of satisfaction. Satisfied customers are the main determinants of success or failure of the business of an organization. Customer’s, who are satisfied, come and continue to buy the products and services of the organization they also recommend the products to other buyers. Acute measurement of customer satisfaction helps in identification of the gap between the customer expectations and real performance of the product supplied by the organization. If the customers are not satisfied with the products and services of the organization, the reasons for dissatisfaction are identified and timely corrective and preventive action is taken to meet customer expectations. The study which tries to find out the Quality of Service in KAIRALI FORD,Ernakulam. It also tries to suggest suitable steps that should be taken by the kairali ford in order to improve the Service Quality.

INDUSTRY PROFILE

INDUSTRY PROFILE
Ford Motor Company (also known as simply Ford) is an American multinational automaker headquartered in Dearborn, Michigan, a suburb of Detroit. It was founded by Henry Ford and incorporated on June 16, 1903. The company sells

You May Also Find These Documents Helpful

  • Powerful Essays

    str 581 finals

    • 1770 Words
    • 8 Pages

    1) Total customer satisfaction is the general feeling of pleasure or disappointment that results from comparing perceived performance to expectations. To achieve total customer satisfaction, organizations need to_____________.…

    • 1770 Words
    • 8 Pages
    Powerful Essays
  • Good Essays

    6) Total customer satisfaction is the general feeling of pleasure or disappointment that results from comparing perceived performance to expectations. To achieve total customer satisfaction, organizations need to_____________.…

    • 2614 Words
    • 11 Pages
    Good Essays
  • Good Essays

    Mkt 301 Exam 1 Study Guide

    • 1313 Words
    • 6 Pages

    Customer satisfaction: Customers’ evaluation of a good or service in terms of whether it has met their needs and expectations.…

    • 1313 Words
    • 6 Pages
    Good Essays
  • Good Essays

    Customer satisfaction is usually measured by customer feedback forms to gain information about how well the company is delivering customer service as the customer is delivering their own opinions. Companies take these seriously as…

    • 5419 Words
    • 22 Pages
    Good Essays
  • Powerful Essays

    Customer satisfaction- a person's feelings of pleasure of disappointment that result from comparing a product's perceived performance to expectations. …Consumer value triad: quality, service, price…

    • 1551 Words
    • 8 Pages
    Powerful Essays
  • Satisfactory Essays

    Segway marketing analysis

    • 1637 Words
    • 7 Pages

    Customer Satisfaction: the extent to which a firm fulfills a customers needs, desires, and expectations.…

    • 1637 Words
    • 7 Pages
    Satisfactory Essays
  • Powerful Essays

    Ford motor Company is an American multinational automaker headquartered in Dearborn, Michigan, a suburb of Detroit. It was founded by Henry ford and incorporated on June 16, 1903. the company sells automobiles and commercial vehicles under the Ford brand and luxury cars under the Lincoln brand.…

    • 3793 Words
    • 16 Pages
    Powerful Essays
  • Powerful Essays

    Kano Model

    • 4542 Words
    • 19 Pages

    Which products and services can be used to obtain a high level of customer satisfaction? Which product features have a more than proportional influence on satisfaction, and which attributes are an absolute must in the eyes of the customer? So far customer satisfaction was mostly seen as a one-dimensional construction - the higher the perceived product quality, the higher the customer’s satisfaction and vice versa. But fulfilling the individual product requirements to a great extent does not necessarily imply a high level of customer satisfaction. It is also the type of requirement which defines the perceived product quality and thus customer satisfaction. Departing from Kano’s model of customer satisfaction, a methodology is introduced which determines which influence the components of products and services have on customer satisfaction. The authors also demonstrate how the results of a customer survey can be interpreted and how conclusions can be drawn and used for the management of customer satisfaction is demonstrated. Kano’s model of customer satisfaction In his model, Kano (Kano, 1984) distinguishes between three types of product requirements which influence customer satisfaction in different ways when met: Must-be requirements: If these requirements are not fulfilled, the customer will be extremely dissatisfied. On the other hand, as the customer takes these requirements for granted, their fulfillment will not increase his satisfaction. The must-be requirements are basic criteria of a product. Fulfilling the must-be requirements will only lead to a state of "not dissatisfied". The customer regards the must-be requirements as prerequisites, he…

    • 4542 Words
    • 19 Pages
    Powerful Essays
  • Satisfactory Essays

    The Best Customer Service

    • 344 Words
    • 2 Pages

    Often, a customer's level of satisfaction is dependent on the expectations he has for a company. For example, if he expects a company to offer prompt service, but he encounters delays in the processing of his order, he may feel unsatisfied. Likewise, if he believes a company will provide a quality product and his purchase seems cheaply made, he may feel unhappy. Additionally, a customer may feel dissatisfied with a company if he believes his business is valued, but a company proves otherwise by allowing its employees to ignore him,…

    • 344 Words
    • 2 Pages
    Satisfactory Essays
  • Good Essays

    Goals of marketing is to stimulate customer, maximize consumer by meeting customers’ needs and make them feel pleased with products , after-sales services and following benefits of company . Furthermore, customer satisfaction is basis for purchasing again; buy more the same item or more expensive items and setting up trust, loyalty for the brand name and the producer. This result is important because it can lead to increased sales and higher profit. If customers are satisfied they may:…

    • 5218 Words
    • 19 Pages
    Good Essays
  • Good Essays

    Brand Loyalty

    • 950 Words
    • 4 Pages

    Consumers enter into a purchase with certain expectations about a product or a service and satisfaction is the hoped-for-outcome. Those expectations are based on…

    • 950 Words
    • 4 Pages
    Good Essays
  • Satisfactory Essays

    Ford Motor Company

    • 1214 Words
    • 5 Pages

    The Ford Motor Company, Ford simply called, is an American multinational automaker based in Dearborn, Michigan, United States. It was founded on June 16, 1903 by Henry Ford in Detroit, Michigan. According to Fortune magazine, DaimlerChrysler and Toyota surpassed Ford Motor ranking as the second and third group of global automakers with more income in 2004 respectively. For many years, Ford was global number two behind General Motors. Ford continues to be one of the 500 largest corporations by revenue.…

    • 1214 Words
    • 5 Pages
    Satisfactory Essays
  • Powerful Essays

    Customer satisfaction according to Lin (2003) is as a result of a cognitive and effective evolution, where some comparison standard is compared to the actually perceived performance. If perceived performance is less than expected, customers will be dissatisfied and on the…

    • 2590 Words
    • 11 Pages
    Powerful Essays
  • Best Essays

    Research Proposal

    • 2301 Words
    • 10 Pages

    Customer satisfaction has been defined in literature as “the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service” (9001:2008 2008) (Cianfrani, Tsiakals and West 2009). Customer satisfaction leads to customer retention, customer loyalty and product repurchase. Thus its measurement is an important and integral part of an effective Customer Relationship Management (CRM).…

    • 2301 Words
    • 10 Pages
    Best Essays

Related Topics