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ArticlePeer ReviewedOpen AccessPlagiarism Passed
Paper ID:IJSREM45822

Customer Satisfaction as A Catalyst for Brand Loyalty: The Case of Maruti Suzuki

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-

Subject:

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Paper ID:

IJSREM45822

Volume:

9 |

4 |

Apr 2025

Pages:

Publication Frequency:

Monthly (12 issues per year)

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Not assigned

License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.

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Authors

NNSaDDM

NAVEEN N S¹ and Dr. DEEPA M

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Abstract

Fostering the retention reported in the brand list of Maruti Suzuki, India’s largest, most popular automobile manufacturer, this paper studies customer satisfaction’s role in it. The factors that affect customer loyalty will be analysed with respect to service quality, vehicle performance, after- sales services, and brand trust. Employing tools such as Percentage Analysis and Likert Scale Analysis and Correlation Analysis, it offers actionable recommendations for improving long-run brand loyalty. The results have been derived considering 104 Maruti Suzuki customers and are provided to formulate practical suggestions that can be used to bring changes in customer relationship strategies.

KEYWORDS

Customer Satisfaction Brand Retention Maruti Suzuki Service Quality

Cite This Article

NAVEEN N S¹ and Dr. DEEPA M, "Customer Satisfaction as A Catalyst for Brand Loyalty: The Case of Maruti Suzuki," International Journal of Scientific Research in Engineering and Management, vol. 9, no. 4, Apr 2025.

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Publication Date

4/26/2025

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Double-Blind Peer Review

Review Rounds: 2

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The authors declare no conflict of interest related to this research work.

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