Now-a-days customers are aware of what they get for the value paid. And they are wasting no time to get it. Gone are the days when one has to book the cars to arrive. Now it is the jet set age with people stopping at one of the showroom and finalizing the deal, model and the make before walking quietly away. Customers are looking for personalized services. It is not what showroom looks that make importance it is how many moments of truth can it provide to customers. These moments indicate the time each customer can get at every showroom which provide information facts and support while making this decision, it is just a relationship feel.
Today customers not only chooses the best product for his requirement but also demands value for his money. The car showrooms also have undergone changes. They have become single point of contact for the customer before and after purchase of the car. The entry of MNC’s is definitely a big boon to a passenger car market with high customer expectations. This is turn has forced all the car manufacturers to look at away and means of adding value to their products and services. The feature looks bright for the Indian car buyers as well as the manufacturers who are willing to go that extra mile to satisfy the customers.
There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. Measuring customer satisfaction Organizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service.
The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization’s products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed.