An Analytical Study of Customer Satisfaction to Maruti Suzuki

An Analytical Study of Customer Satisfaction to Maruti Suzuki

Deepak Kumar Rai

Under the Guidance of Prof. Ved Prakash

Master Of Business Administration

School of Business

 Galgotias University

INTRODUCTION

It is a true fact that if you are satisfied you recommended to others. Word of mouth and customer satisfaction play a very important role in determining market perception about an automobile. It is the market perception that determines the success of a company and so it is very important for the car manufacturers to measure the “willingness of existing users of a product to recommend it to others”. The same is a lot of interest to customers as well for it helps them make the purchase decision. A car is one of the most significant purchases that an Indian household makes and this project addresses the most important question that perplexes car manufacturers; “What makes the perfect car that influence willful purchase?”

The project highlights the factors that influence the buying decision of a Consumer.

The factor under consideration would be:

Price
Income of the consumer
Features in the car
Safety standard
Warranty scheme
Finance facility
Post sale service
Customer Relationship Management