A study Relation between Customer Satisfaction and Service Quality Of four wheelers dealers across Karnataka Automotive Industry

Automobile Industry has played a major role in the Indian economy during the last decade. The Indian market opening its wings to MNC’s, the competition has become severe in terms of product quality and service. This has brought forward customer satisfaction especially at the dealer level. Satisfied customer’s form the foundation of any successful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. Many researches are going on in the field of customer satisfaction for not only retaining the customer but also for repeated business deals. An attempt is made in this paper to highlight the relation between service quality and customer satisfaction as a tool for improving the relationship with the customer the competitive environment in the Car service industry requires every dealer to seek highest customer satisfaction and service quality proves to be instrumental in achieving it. Various definitions of satisfaction are discussed and relationship of the quality is investigated. The study focuses on interdependence of customer satisfaction and service quality and it implications for car service industry across Karnataka. However in absence of any universal scale for estimate of satisfaction, the meaning of satisfaction becomes unclear and ambiguous, but the in business terms customer satisfaction is an important factor sustaining the business and its further development.