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Dealer's Performance Evaluation in Car Service Industry using CRM- Case Study

Author(s):

Vaibhav Harihar Ingle , Saraswati College of Engineering Kharghar Navi Mumbai; Madhukar Sorte, Saraswati College of Engineering Kharghar Navi Mumbai

Keywords:

Customer, Dealer, Dealer Evaluation System, CRM

Abstract

In India various segment vehicle comes and capture market with their performance. Manufacturer are sells the vehicle by dealer who take care of all purchase related terms and condition. Many customer select a helpful services provider and dealers who helps to all service related problem when they face and their requirements. Dealer who sales the vehicle as well as provide after sales services for customer point of view. Customer always takes care for his vehicle and maintenance time to time for avoiding breakdown. Indirectly dealer helps to manufacturer for increase sales and keeps customers for long time. In this paper we go through the questionnaires for feedback by taking by customers to evaluate service and performance of dealer, directly helps to improve services for customer point of view. Dealer's evaluation is manufacturer point of view is a serious issues for solving customer's problems and keep customers with long term purpose. Also helps to study the level of relationship of dealer with customers in automobile sector. And analyze the effectiveness of customer's relationship management for customer's satisfaction.

Other Details

Paper ID: IJSRDV6I21735
Published in: Volume : 6, Issue : 2
Publication Date: 01/05/2018
Page(s): 3930-3932

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