A Study on Customer Perception about Services Offered At Jai Motors

Abstract

The main objective of any business or organization is to satisfy their customers and to work on retaining their customers. Customer perception is how customers feel about a product or service offered in a company. It is the degree of satisfaction provided by purchasing the goods or services of a company is measured by the number of repeat customers. Customer perception and satisfaction plays a crucial role because it deals with customers and their needs. The availability of features and development of technology brings a slight change in the customer and company service encounters.The main objectives of the study are to find out the customer perception and their loyalty towards purchase of Yamaha bikes based on the services offered by the company. This study analyses the positive and negative perception level of customers towards Yamaha vehicle. The findings of the study help the Marketing department to improvise the strategies to gain more satisfied customers. This study is limited to Dharmapuri district with total number of 100 respondents were personally surveyed with a structured questionnaire. The Yamaha Jai Motors products quality and are based on maintaining close relationship with the customers. Data analysis has been done with two types of analysis which are descriptive analysis and inferential analysis. Descriptive analysis focus on the percentage of the variable and displayed through bar graphs. On the another hand the methods of inferential statistics are (1) the estimation of parameter(s) and (2) testing of statistical hypotheses. The statistical tools are Chi-square test, Regression, Correlation were used in the study. Based on the results suggestions were given to provide service in a customer delighting way.