School Of Management, Sastra University, Thanjavur, Tamil Nadu, India
Online published on 22 September, 2014.
The study was conducted among the customer of Mahindra Car Dealer in Thanjavur district to estimate the customer satisfaction level on the after sale service of the motor dealer. The project work entitled “Satisfaction level of customers in aftersale service reference to Mahindra Car Dealer in Thanjavur” was mainly conducted to know the aftersale service provided by the company is upto the mark or not. This study also helps to understand the attitude of the customers towards aftersale service. Aftersale service is one of the important components for every organisation to attract and retain customers. Mahindra Car Dealer provides incentives like discounts, freebees etc. Some of the factors which fall within the preview of aftersale service include Price, quality of service, service admins attention in the service area. This paper highlights the satisfaction level of customers towards aftersale provided by Mahindra car dealer. A survey was conducted by administering a standardized questionnaire among the customers of Mahindra Car Dealer. Response of 150 respondents were recorded and analyzed. Research methodology followed by the researcher is convenience sampling method. Research methodology is a way to systematically solve the research problem. The study has focused on various dimensions of aftersale service like time, service quality, spare parts, price, rectification measures provided on problem, car washing, explanation of jobs etc. Major findings of the research are 70% of the customers were satisfied with the aftersale service provided by Mahindra Car Dealer in Thanjavur district. Organisation need to change their car washing area which has negative impact with the satisfaction on customers. Price offered and Time of delivery of cars was perfect and well satisfied by the customer thus organisation need to maintain these facilities to attract customers.
