A Study on Customers Expectations and Satisfaction Level towards after Sales Service Provided at ABC Motors

Introduction

Customer’s expectations MBA marketing project report aim of Marketing is to meet and satisfy the needs and wants of the customers. The area of Consumer Behavior deals with how individuals select, buy and use goods to satisfy their needs and wants. Customer satisfaction is can be seen as one of the main instruments that ensure the existence and survival of a business organization. Nowadays, customer satisfaction is considered to be very significant, it demonstrates that businesses are committed to providing their customers with quality products or services that ultimately improve customer loyalty. Customer satisfaction is one of the organization’s basic goals, as it is often said that the consumer is boss and boss is always right. Organizations may accomplish their objective of attracting and rewarding customers through customer relationship management. The effect of customer satisfaction is increased product/service demand and an improvement in company or brand reputation.

It is very important for the business organizations to consider offering what the customers want rather than offering quality goods and services which may not meet up with the customers‟ expectation. Therefore, business organizations have to possess a framework in their organizational structure towards satisfying their customers so that they can maintain their existence, survival, and success.

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