Manuscript Details - IJGRD1021

ManuScript Details
Paper Id: IJGRD1021
Title: GEARING UP FOR EXCELLENCE: AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION IN THE INDIAN AUTOMOTIVE RETAIL SECTOR
Published in: International Journal of Global Research and Development
Publisher: IJGRD
ISSN: ISSN Applied
Volume / Issue: Volume 1 Issue 3
Pages: 10
Published On: 6/22/2026 10:38:05 AM      (MM/dd/yyyy)
Main Author Details
Name: Dr.Ranjith Somasundaran Chakkambath
Institute: AMITY KOCHI
Co - Author Details
Author Name Author Institute
Dr. Shamsi Sukumaran AMITY KOCHI
Senha Verma AMITY KOCHI
Abstract
Research Area: 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
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IEEE
Dr.Ranjith Somasundaran Chakkambath, Dr. Shamsi Sukumaran, Senha 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.
MLA Dr.Ranjith Somasundaran Chakkambath, Dr. Shamsi Sukumaran, Senha 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.
APA Dr.Ranjith Somasundaran Chakkambath, Dr. Shamsi Sukumaran, Senha 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.
GEARING UP FOR EXCELLENCE: AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION IN THE INDIAN AUTOMOTIVE RETAIL SECTOR
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