After Sales Service for Honda Motors – An Evaluative Study

Dr. J. Pandu Rangarao .

Abstract


In this study the main aim of the author is to know the perception of the customers towards the service quality provided by the Honda automobiles.  Here the scholar aimed to explain the role of after-sales service on customer satisfaction. Much number of questions relating to the service quality was posed to the customers and obtained valuable information.  More customer satisfaction can fetch future referral sales to the organization. Honda Company is providing considerable quality of service to the customers.  Most of the respondents are satisfied with the service quality, knowledge of the service personnel, delivery time and prices for services and finally delivery time of the vehicle. Sign boards, infrastructure and availability of spare parts are very convenient in Honda Automobiles.


Keywords


Customer satisfaction, customer rating on services quality, delivery time, knowledge about service, service communication, word of mouth

Full Text:

PDF

References


Ashok, J., “A study on Delivering Strategies to improve the sales of Maruti Zn Passenger cars”, International Journal of Management Science, Vol. 1, July 2005, pp24.

George Homan’s “Social Behaviour” Its Elementary Forms’, Harcourt, Brace and Wrold, NewYork, 1961, and Michael J. Ryan and E.H. Bonfield, ‘The Fishbein Extended Model and Consumer Behaviour’, Journal of Consumer Research, Vol. 2, 1975.

Chidambaram and Alfread “A study on Brand Preference of Passenger Car with reference to Coimbaote City’, Indian Journal of Marketing :, vol. 34, No. 9, Sep 2007, pp.54.

Vikas Mehra, “Analysis of Consumer’s Purchase Behaviour in Indian Mid-sized Car Segment’, Apeejay Business Review, Vol.5, No.1 Jan – June, 2004, pp.19.

Maxton, G.P. & Wormald, J (2004) Time for a Model Change. RE-enginerring the Global Automotive Industry, Cambridge, UK: Cambridge University Press.

MIDA (2007) Malaysia’s Automotive Industry, “Business Opportunities Information, Kuala Lumpur: MIDA.

Aaker, D.A., & day, G.S. ?(1990) Marketing Research, 4th ed. New York, Wiley Cop.

Blythe. Jim and Zimmerman. Alan, Business to Business Marketing Managemnt, first edition 2005, Thomson Learing 2005, p. 155.

Gronroos, c. (2000), ‘Service Management and Marketing: A Customer Relationship Management Approach, 2nd ed. Wiley, Chichester.

Kasper, Hans and Lemmik, Jos: After Sales Service Quality: views between Industrial Customers and Service managers. Industrial Marketing Management 18, 199-208 (1989)

Seven Hollensen, “Marketing Managemet, a relationship approach, 2003.

Peter J. Paul, James H.D. Donnelyy, “Marketing Managemnt, Knowledge and Skills, Jr. 5th edition, Mc Graw Hills.

Zeithami V.A. Parasuraman, A. Berry, LL (1996), “The Behavioural consequences of service quality”, Journal of marketing Vol. 60, pp. 31-46.

Christine T. Domegan, “The adaptation of information technology in customer service” European Journal of Markeitng, Vol 30, number 6, 1996, pp.52-69.

Bruce Peeling, “Partnering Service with sales”, Foodservice equipment and supplies, July 2004, pp.54.


Refbacks

  • There are currently no refbacks.




Editorial Office:

Educational Research Multimedia & Publications,
S.N. 21, Plot No 24, Mirza Ghalib Road Malegaon Nasik,
Maharashtra India - 423203.
+919764558895 (whatsapp),
editor@scholarshub.net, www.scholarshub.net

Copyrights © 2010-2020 - ERM Publications, India     

This work is licensed under https://creativecommons.org/licenses/by-sa/4.0/