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  Published Paper Details:

  Paper Title

Impact of After-Sale-Service Quality on Customer loyalty and Satisfaction of Maruti Suzuki

  Authors

  SHAISTHA KHAN,  Dr. Atul Loomba

  Keywords

Key Words: Service Quality, After Sales, Customer Loyalty, Customer Satisfaction, Automobile Industry

  Abstract


In a severely competitive automobile industry, many companies nowadays focus on providing quality service with the purpose of attaining competitive advantage. The basic aim of this research work is to analyze the association among dimensions of service quality of Maruti Suzuki's and consumer post purchase intention. After sales service is considered is one of the key factors that affect customer satisfaction. After sales service is required to avoid dissatisfaction and frustration will among existing buyers against the products and its producers. Data has been collected from both primary and secondary sources. The primary data was gathered with the support of structured questionnaire due to its simplicity and reliability. The secondary data has been gathered from various newspaper articles, business journals, financial reports and relevant websites. The findings of the study revealed that in automobile service station, three service quality variables including assurance, reliability and empathy have an important role on customer loyalty. The finding of the study also reveals that the service quality measures are positive and considerably associated to each other, overall service quality and customer loyalty. The study concludes that the services quality improvement initiatives of Maruti after sale service must begin with preference of customer requirements. In the same way, Maruti must develop strategies to fulfill their service guarantee along the service quality measures, most significant to customers to boost loyalty. This research study will assist guide the automobile companies to appropriately extend their service quality which will, eventually, assist to make better revenues for the automobile firms. This research work provides some contributions to the automobile companies regarding quality of services and corporate image, and offers recommendations for further based on the research findings.

  IJCRT's Publication Details

  Unique Identification Number - IJCRT2309468

  Paper ID - 243621

  Page Number(s) - d877-d893

  Pubished in - Volume 11 | Issue 9 | September 2023

  DOI (Digital Object Identifier) -   

  Publisher Name - IJCRT | www.ijcrt.org | ISSN : 2320-2882

  E-ISSN Number - 2320-2882

  Cite this article

  SHAISTHA KHAN,  Dr. Atul Loomba,   "Impact of After-Sale-Service Quality on Customer loyalty and Satisfaction of Maruti Suzuki", International Journal of Creative Research Thoughts (IJCRT), ISSN:2320-2882, Volume.11, Issue 9, pp.d877-d893, September 2023, Available at :http://www.ijcrt.org/papers/IJCRT2309468.pdf

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ISSN: 2320-2882
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Journal Starting Year (ESTD) : 2013
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ISSN and 7.97 Impact Factor Details


ISSN
ISSN
ISSN: 2320-2882
Impact Factor: 7.97 and ISSN APPROVED
Journal Starting Year (ESTD) : 2013
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