A CASE STUDY
ON
CONSUMER PERCEPTION TOWARDS AFTER SALES SERVICE WITH REFERENCE
TO
HERO HONDA
CONTENTS
CHAPTER I
1. Introduction
2. objectives of study
3. need for study
CHAPTER II
1. Review of Concepts
CHAPTER III
REASEARCH METHODOLOGY
1. Source of data
2. Sample size
3. Period of study
4. Areas selected for study
5. Limitation of the Study
CHAPTER IV
1. Industry profile
2. Company profile
CHAPTER V
DATA ANALYSIS AND INTERPRETATION
Chapter VI
1. Findings
2. Suggestions
3. Conclusion
BIBLIOGRAPHY
ANNEXURE – QUESTIONNAIRE
CHAPTER I
1. INTRODUCTION
The present study was conducted in order to know the perception of the customer with respect to after sales services provided by the ‘Hero honda motors’ and to gauge the satisfaction of its consumers. Every customer tends to develop a certain image of the company after using the product. In this process, After Sales Services of the company also plays a major role. The complaints lodged by the customer if duly attended to and given a service in such a manner so that the product is trouble free for a considerable period of time, the customer feels satisfied and tends to become loyal to the company.
If a company endeavors to determine the perception of customer towards the product after having used it for a certain period, this information can provide valuable information to a company to improve its product in terms of features and other attributes. This is essential because every company aims at growth and when a company is growing, simultaneously the image of the company or the brand becomes important and the image keeps on growing. When the image of the company grows, the expectations of the customer from the company also grow.
AFTER SALES SERVICE CONSISTS OF:
• Delivery
• Installation
• Demonstration
• Repairs
• Warranty
• Courteous attention towards customer complaints etc....