A Study on the Customer Satisfaction on After Sales and Service in Bajaj
1. INTRODUCTION
Customer satisfaction is related to the human activity directed at satisfying human wants through the exchange of goods and service.
Satisfying the customers occupies a most important position in business management. Customer satisfaction plays a crucial and critical role as it deals with customers and their needs. The major task of organization is to satisfy customers by meeting their needs and wants. The essence of organization is the customer and not the product shall be the heart of the entire business system. It emphasizes on customer oriented business. Policies and programs, which are formulated to serve efficiently the customer demand. “Satisfaction of a customer is so basic that it cannot be considered as a separate function. It is the way whole business seen from the point of view of its final results i.e., from the customer’s point of view”.
A consumer is the king and has the right to choose from a large variety of offering. He is the main person around which all business evolves. Today market is a more customer oriented in the sense all the business operations revolve around satisfying the customer by meeting their needs through effective service.
Thus, business is often dynamic, challenging and rewarding. It can also be frustrating and even disappointing but never dull. The topic “Customer satisfaction after Sales and Service” is chosen to study the service provided by R K Bajaj who are the dealers of Bajaj Motors in the Madurai and Virdhu nagar districts. This project deals with how R K Bajaj defines its consumer and uses its resources in the best way to attract and satisfy their needs and wants competitively and profitably. Here satisfying customers limited only till the service is provided after the sales, but they include all functions necessary to satisfy the customer such as financing, after sales services, etc.
1.1 INDUSTRY PROFILE
The automobile industry is one of the biggest industries in
Customer satisfaction is related to the human activity directed at satisfying human wants through the exchange of goods and service.
Satisfying the customers occupies a most important position in business management. Customer satisfaction plays a crucial and critical role as it deals with customers and their needs. The major task of organization is to satisfy customers by meeting their needs and wants. The essence of organization is the customer and not the product shall be the heart of the entire business system. It emphasizes on customer oriented business. Policies and programs, which are formulated to serve efficiently the customer demand. “Satisfaction of a customer is so basic that it cannot be considered as a separate function. It is the way whole business seen from the point of view of its final results i.e., from the customer’s point of view”.
A consumer is the king and has the right to choose from a large variety of offering. He is the main person around which all business evolves. Today market is a more customer oriented in the sense all the business operations revolve around satisfying the customer by meeting their needs through effective service.
Thus, business is often dynamic, challenging and rewarding. It can also be frustrating and even disappointing but never dull. The topic “Customer satisfaction after Sales and Service” is chosen to study the service provided by R K Bajaj who are the dealers of Bajaj Motors in the Madurai and Virdhu nagar districts. This project deals with how R K Bajaj defines its consumer and uses its resources in the best way to attract and satisfy their needs and wants competitively and profitably. Here satisfying customers limited only till the service is provided after the sales, but they include all functions necessary to satisfy the customer such as financing, after sales services, etc.
1.1 INDUSTRY PROFILE
The automobile industry is one of the biggest industries in