Volume : VI, Issue : VIII, August - 2017

MEASURING CUSTOMER LOYALTY FOR AFTER SALES SERVICE OF CARS

Subramani Krishnamurthi, Franklin John Selvaraj

Abstract :

 The purpose of this paper is to analyze the service quality factors influencing customer satisfaction and loyalty in Economy, Premium and Super Premium car segments with reference to after sales service of cars.  The conceptual framework describes the influence of Responsiveness, Assurance, Tangibility, Empathy and Reliability to customer satisfaction and customer loyalty among different car segments. The respondents were from Coimbatore city, Tamilnadu, India. The sampling method used for data collection was convenient sampling. 80 respondents were questioned through structured questionnaire. The data were interpreted using tools like factor analysis and regression analysis. The researcher has concluded that the discrimination was found in services of Economy car segments over Premium and Super Premium segments

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Article: Download PDF   DOI : 10.36106/ijsr  

Cite This Article:

Subramani Krishnamurthi, Franklin John Selvaraj, MEASURING CUSTOMER LOYALTY FOR AFTER SALES SERVICE OF CARS, INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH : VOLUME-6 | ISSUE-8 | AUGUST‾2017

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