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INTERNATIONAL JOURNAL OF SCIENTIFIC DEVELOPMENT AND RESEARCH International Peer Reviewed & Refereed Journals, Open Access Journal ISSN Approved Journal No: 2455-2631 | Impact factor: 8.15 | ESTD Year: 2016 open access , Peer-reviewed, and Refereed Journals, Impact factor 8.15 |
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| Paper Title: | A study on Customer satisfaction of post-sale services of Automobiles Companies in Patna |
| Authors Name: | Jyoti singh , Dr. K K Verma |
| Unique Id: | IJSDR2208123 |
| Published In: | Volume 7 Issue 8, August-2022 |
| Abstract: | Consumer Satisfaction from post-sale services provided by the Automobile companies in Patna city, is studied in the paper with the help of SERVQUAL It is well-known fact that the vehicle users get post-sale services from the company free of cost up to a limited time or limited kilometers. SERVQUAL model is used in the present work for better services provided by companies to the users. The primary and secondary data were used in the present study. Secondary data were collected from different reports and primary data were collected through questionnaires from 300 Respondents. Multiple Regression model was used to know the customer satisfaction and reliability of the primary data were tested by Cronbach’s Alpha which comes at .816. It has been seen from the regression analysis that Reliability and Assurance parameters have negative attribute with the dependent variable i.e. customer satisfaction while the parameters like tangibility, empathy and responsiveness have a positive association with the dependent variable (customer satisfaction). The value of regression coefficient (R2) was estimated 84 percent which indicated that all independent variables together are closely associated with dependent variable and found statistically significant at 5% level of significance. The majority of the respondents have positive responses towards post-sale services of the vehicles provided by the companies. |
| Keywords: | Customer Satisfaction, Service Quality, Post-Sale Services, Automobile, SERVQUAL model, Multiple Regression model. |
| Cite Article: | "A study on Customer satisfaction of post-sale services of Automobiles Companies in Patna ", International Journal of Science & Engineering Development Research (www.ijsdr.org), ISSN:2455-2631, Vol.7, Issue 8, page no.837 - 843, August-2022, Available :http://www.ijsdr.org/papers/IJSDR2208123.pdf |
| Downloads: | 000337074 |
| Publication Details: | Published Paper ID: IJSDR2208123 Registration ID:201394 Published In: Volume 7 Issue 8, August-2022 DOI (Digital Object Identifier): http://doi.one/10.1729/Journal.32393 Page No: 837 - 843 Publisher: IJSDR | www.ijsdr.org ISSN Number: 2455-2631 |
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