Abstract On After Sales Service.docx

TITLE OF THE PROJECT :

AFTER SALES SERVICE & CUSTOMER SATISFACTION :

NAME : COURSE : B.COM (H) 3RD YEAR COLLEGE NAME : T.H.K JAIN COLLEGE REGN. NO : ROLL NO. :

ABSTRACT : INTRODUCTION : Customer plays an important role in every business. The main purpose of every business is to satisfy their existing customers and to attract new customers. Customer satisfaction is a basic one and it cannot be considered as a separate function in business. On the other hand After Sales service plays an important role in customer satisfaction and customer retention. It generates loyal customers. In that way After Sales service plays a pivotal role in strengthening the bond between the organization and its customers. Based on that, this study examined the research problem of whether After Sales services have an impact on the customer satisfaction in Maruti Suzuki, India. This research was carried out with the objectives of evaluating the impact of After Sales services on customer satisfaction in Maruti Suzuki products, India. Furthermore, a conceptual model has been developed to link the After Sales services and customer satisfaction. Quantitative methodology has been applied and questionnaires were used to collect data. 40 household customers have been selected in North Kolkata on a non probability sampling method. Simple regressions have been used for the analysis. Findings revealed that there is a positive and significant impact of After Sales services on customer satisfaction in Maruti Suzuki, India.

OBJECTIVES :

1. To know the after sales perception of customers. 2. To ascertain the satisfaction level and its influencer. 3. To find out suggestion from customer to improve the service held 4. To identify the effectiveness of handling the customer feedback. 5. To measure the impact of the above analysis on future sales. 6. To find out how far the customer satisfaction is useful for company growth. 7. To study the opinion of the owners of vehicles regarding pre-sales and after sales service provided by the dealers. 8. To study the impact of different factors of marketing on customer satisfaction.

RESEARCH METHODOLOGY : A Research is purely and simply the framework and plan for the study that guides the collection and analysis of data. It is a blue print that is followed in completing a study. The study is based on sample, sized 40, using simple random sample selected from the existing database of Maruti Suzuki India Pvt. Ltd. The research includes collection of data from the primary source using the research tool (Questionnaire). Final stage was to analyze interpret and draw conclusion from the data collected.

CONCLUSION : It is important that the company to adopt a good sales service management to enhance the effectiveness and efficiency to serve the customer. Firstly, By implementing extensive Customer Relationship Management (CRM) with sophisticated software and analytical tools this can help to integrate customer information and build stronger capabilities in delivery, installation, and warranty.