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TITLE OF THE STUDY: Consumer buying behavior is the study of how individuals, group and organizations select buy, use of goods and services, ideas or experiences to satisfy their needs and wants TVS Motor Company Limited is an Indian company that manufactures bikes, scooters, mopeds, three wheelers, parts and accessories. TVS Motor is the largest two-wheeler manufacturing company in India, and also one among the top ten in the world. NEED FOR THE STUDY: Marketing starting with identifying the

Customer Service Customer Service is the employee's of an organization giving customers what they want. They need to provide the right products and the right service to all the customers and potential customers. The organization and its individuals provide products and services to meet the expectations of its customers. Customer Service applies to all types of customers, these include; individuals, groups, people from different cultures and people with specific needs

SERVQUAL is a model used to measure service quality management in relation to customer service quality needs. It analyzes the gap between the two. In measuring service quality, SERVQUAL has been proved to be the most popularly used instrument in the past one decade. Oftenly, it is used to measure service quality of a service providing organizations to compare the expectations of customers beforehand and their perception in regard to the services being offered (Shahin, 2010). The model can be employed

you do not provide for a certain culture the customer would have had a negative experience and is unlikely to return. For example, in my organisation we realised that we needed to ensure there was adequate options for vegetarians and vegans and have used this to broaden the cultural scope of our customers. 1.3: Challenging customers can range from being short tempered individuals to people who come across a language barrier, it is important

emerges in the 1990s. • 1960s: Private Automated Business Exchanges (PABX) began to be used to handle large numbers of calls. These became the "call centers". • Early 1990s: Computer Telephony Integration (CTI), works with IVR technology to collect information about customer behavior in telephone systems. • 2006: Twitter launches. By 2011 65 million tweets are sent each day and companies begin to find Twitter a good platform to respond to customers quickly when they have issues (or compliments) and

and 18 in New Zealand, the main office is located in Mulgrave, Melbourne. Kmart department stores include; merchandise such as home entertainment goods, photographic equipment and developing, camping and fishing goods, sporting goods, toys, kitchenware, small appliances, storage & home organisation, confectionery, stationery, books, cards & party goods, furniture, garden supplies, automotive equipment, lighting, hardware, luggage, cosmetics, clothing and footwear. The process I have selected is;

in the great world we live in today. The opportunity for success in business wouldn’t be available if companies did not recognize the importance of treating customers’ right. Customer’s do not purchase from or support companies who do not deliver good service. There are many factors that can provoke poor Customer Satisfaction. The evolution of

organisation is purchasing paper, I would prefer a direct purchase from retail outlets. Question 4 I would prefer receive handling goods and receive a check of good receipt. In fact, this approval process will avoid the risk of paying for goods that could be damaged if not checked. Question 5 When you receive the goods you

they want. The government gives big orders so that they can then distribute it to the rural areas. Local Community The Local Community has interest towards the business, because having cheap goods sold in specific markets such as the crisps and biscuit market is benefiting them. They also receive free goods such as umbrellas, hats, shirts, and pens. Trade Unions Capital Foods does not operate with any Trade Unions. Employer Associations They would have an interest toward the business, so that

higher than the desired the service will be considered as fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful. For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with customer perceptions and expectations. (Carlsson, 2010) Service Quality as described by (William G. Zikmund, 1993) “is the degree to which the