A case study on two wheeler customer satisfaction services of Hero Motocorps Ltd in Karnataka

Customer satisfaction is a term frequently used in marketing to measure how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."

In a turbulent competitive marketplace environment where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy within organizations; customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customer's expectations. Furthermore, when these ratings dip they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective. Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction.

In researching satisfaction firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, a business ideally is continually seeking feedback to improve customer satisfaction. Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is two fold with in organizations; the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the company goods and services.

In this empirical study I would like to emphasis on A Case study on two wheeler Customer satisfaction Services of Hero Motocorps Ltd in Karnataka.