ManuScript Details
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Paper Id:
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IJGRD1021
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Title:
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GEARING UP FOR EXCELLENCE: AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION IN THE INDIAN AUTOMOTIVE RETAIL SECTOR
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| Published in: |
International Journal of Global Research and Development |
| Publisher: |
IJGRD |
| ISSN: |
3139-7093 |
| Volume / Issue: |
Volume 1 Issue 3 |
| Pages: |
10
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| Published On: |
6/22/2026 10:38:05 AM (MM/dd/yyyy) |
Main Author Details
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Name:
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Dr.Ranjith Somasundaran Chakkambath |
| Institute: |
AMITY KOCHI |
Co - Author Details
| Author Name |
Author Institute |
| Dr. Shamsi Sukumaran |
AMITY KOCHI |
| Sneha Verma |
AMITY KOCHI |
Abstract
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Research Area:
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Business and Marketing |
| KeyWord: |
Customer Satisfaction, Automotive Retail, Service Quality, Purchase Intention, Consumer Behaviour |
| Abstract: |
Customer satisfaction serves as a cornerstone of competitive advantage in the rapidly evolving Indian automotive retail sector. This study presents an empirical investigation of customer satisfaction determinants within the Indian automotive industry, examining the multifaceted relationships between service quality, product attributes, and consumer behavioural outcomes. Employing a descriptive research design with convenience sampling, data were collected from 140 automotive consumers through structured questionnaires. The research examined associations between various factors and satisfaction levels using chi-square tests. The findings revealed that overall vehicle satisfaction was moderate, while customer service satisfaction was notably high. Significant relationships emerged between vehicle type and reported issues, indicating quality variations across product categories. Performance satisfaction demonstrated a meaningful association with purchase intentions, suggesting that consumers who perceive their vehicles as performing well are more likely to demonstrate repurchase loyalty. Similarly, comfort levels showed a significant relationship with repurchase decisions, emphasizing the importance of vehicle comfort in influencing consumer behaviour. Information sources, particularly electronic media, played crucial roles in consumer awareness and decision-making. The study contributes to understanding satisfaction dynamics in the Indian automotive sector and provides actionable insights for enhancing consumer experiences, fostering loyalty, and sustaining competitive positioning in this vital industry. The findings have practical implications for automotive retailers and manufacturers seeking to improve service delivery and product quality. |
Citations
Copy and paste a formatted citation or use one of the links to import into a bibliography manager and reference.
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IEEE
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Dr.Ranjith Somasundaran Chakkambath, Dr. Shamsi Sukumaran, Sneha Verma, "GEARING UP FOR EXCELLENCE: AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION IN THE INDIAN AUTOMOTIVE RETAIL SECTOR", International Journal of Global Research and Development,
vol. 1, no. 3, pp. 61-70, 2026.
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MLA
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Dr.Ranjith Somasundaran Chakkambath, Dr. Shamsi Sukumaran, Sneha Verma "GEARING UP FOR EXCELLENCE: AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION IN THE INDIAN AUTOMOTIVE RETAIL SECTOR." International Journal of Global Research and Development,
vol 1, no. 3, 2026, pp. 61-70.
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APA
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Dr.Ranjith Somasundaran Chakkambath, Dr. Shamsi Sukumaran, Sneha Verma (2026). GEARING UP FOR EXCELLENCE: AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION IN THE INDIAN AUTOMOTIVE RETAIL SECTOR. International Journal of Global Research and Development,
1(3), 61-70.
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GEARING UP FOR EXCELLENCE: AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION IN THE INDIAN AUTOMOTIVE RETAIL SECTOR
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