Customer Satisfaction on Post-Sales Service with Reference to Two-Wheeler Automobile Industry

Much will depend on the quality of the products or services. How we deal with customer enquiries or complaints can be just as important.

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

SERVICE. We are committed to providing the best experience and enjoy positively interacting with everyone we meet. We genuinely care about every customer we see and do our best to find solutions to any problem that might come our way.

| Satisfaction is a primary factor in this sector, but not as concerned with excellence in customer service as the commercial sector. Rather than selling products to make profit they offer services to the community. The quality of and access to an organisation is usually guided by working to customer service charters. Making sure the services offered are satisfactory and beneficial to the community at the right price must be balanced.

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Effective service delivery (include: delivering service on time, delivering service on budject, dealing with difficult customers, handling and resolving complaints)

The success of the automotive parts manufacturing industry is, at its core, derived from the health of the automotive industry as a whole. Conveniently, the

- Able to fully employ your core values to other areas and build more of a customer loyalty/following base.

* To have the confidence of the information that should be given to customers, advice them and offer a better customer service.

Customers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer's satisfaction.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

As a result of the increased demand of cars, the competition among car companies is becoming intense. Although the market of car is the biggest growing market in the world, there are still some companies who make cars failing year after year. However, there are some outstanding car companies such as The BMW Group performing distinctly.

We would like to thank Professor Dr. S. Bharadhwaj (Chair Professor of Marketing) for his guidance at every step during questionnaire

This work is done to study the improvement of the quality in automobile industry. This chapter consists three sections named as “Problem definition”, “Objectives” and “Methodology of the study” respectively. The section 3.1 named as “Problem definition” describes the challenge or difficulty that is to be solved. The solution may be achieved after fulfilling the objective by using some sub-objectives that are described in section 3.2 named as “Objectives”. The methodology described in section 3.3 in details. This methodology has been devised keeping in mind the view of “Problem definition” and the “Objectives” that are suggested for the fulfilment of the solution for the problem.

Fundamental objective of this paper is to analyze the competitive advantages of "ETCM (Edaran Tan Chong Motor) SDN BHD Batu Pahat branch on sales satisfaction index (SSI)".