TWO-WHEELER CONSUMERS’ BEHAVIOUR TOWARDS CUSTOMER SATISFACTION
DOI:
https://doi.org/10.29121/granthaalayah.v6.i2.2018.1536Keywords:
Customer Satisfaction, Joint Venture Preference, Heritage Design, Technology Development, Safety Features, Corporate Social ResponsibilityAbstract [English]
This original exploratory study was to examine the impact of select exogenous and demographic variables on Customer Satisfaction. As per ACMA May month data, top four brands, namely Hero, Bajaj, Honda and TVS brands were selected for study and 600 two-wheeler consumers’ samples collected, using random sampling in Hyderabad. The data were analysed with descriptive statistics, and non-parametric tests, to know the impact of independent and demographic variables on customer satisfaction and found no impact, further given different implications.
Downloads
References
Anderson, E. W., Formelo, C., Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, Vol. 58, No. 3, p. 53-66.
Doshi , Parinda V. (2016) Role of product and services on satisfaction of customers: A Case study of Asian Paints. International Journal of Research in Commerce & Management 1, Vol. 7, Issue-06. ISSN 0976-2183
Dr. Duggani Yuvaraju & Prof. S. Durga Rao (2014) Customer Satisfaction towards Honda Two Wheelers: A Case Study in Tirupati. OSR Journal of Business and Management, Vol. 16(5). Ver. I (May), PP 65-74
Homburg et al. (2005) Do satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay. Journal of Marketing 69(2): 84-96. DOI: https://doi.org/10.1509/jmkg.69.2.84.60760
Karolina Ilieska, (2013) Customer Satisfaction Index – as a Base for Strategic Marketing Management, TEM Journal, 2(4), 327-331.
Ministry of Heavy Industries and Public Enterprises. (2006). Automotive Mission Plan 2006-2016, Govt of India, New Delhi.
Petr Suchánek, Jiří Richter, Maria Králová (2014) Customer Satisfaction, Product Quality and Performance of Companies, Review of Economic Perspectives – Národohospodářský Obzor, Vol. 14 (4), pp. 329–344, DOI: 10.1515/revecp-2015-0003 DOI: https://doi.org/10.1515/revecp-2015-0003
Qadeer, Sara (2013) Service Quality & Customer Satisfaction: A case study in Banking Sector. Masters thesis. November – 2013, Second Cycle, University of Gavle, Sweden
Saraswathi S. (2008). Customer satisfaction on post-sales service with reference to Two-Wheeler Automobile Industry. The ICFAI Journal of Consumer Behaviour, III ( 2). June 2008, Hyderabad: The ICFAI University Press. India. pp 32-48.
Wilson, A., Zeithamal, V.A., Bitner, M.J., Gremler, D.D., (2008). Services Marketing. McGraw-Hill Edn.
Www.merchantaccounts.co/merchant-account-glossary.htm#C Accessed on 19 January, 2018. At 09.52 pm
Zairi, M., 2000. Managing Customer Satisfaction: A best practice perspective. TQM Mag. 12 (6), 389–394. DOI: https://doi.org/10.1108/09544780010351670
Zamazalova, M. (2008). Spokojenost zákazníka. Acta Oeconomica Pragensia, Vol. 16, No. 4, p. 76-82.
Downloads
Published
How to Cite
Issue
Section
License
With the licence CC-BY, authors retain the copyright, allowing anyone to download, reuse, re-print, modify, distribute, and/or copy their contribution. The work must be properly attributed to its author.
It is not necessary to ask for further permission from the author or journal board.
This journal provides immediate open access to its content on the principle that making research freely available to the public supports a greater global exchange of knowledge.