Framework For Performance Evaluation Of Dealer's In Car Service Industry Using CRM- Case Study

摘要

Indian automobile sector perform various task to attract customer for sales their vehicles, and try to fulfill of customers need and requirements with provide various services and facilities. Impact of customer relationship management on automobile sector is improve relationship with customers, loyalty of customers, retention of customers etc. customer always select quality of services and proper vehicle related facilities. Dealer represent manufacturer to sales the vehicle, services and facilities. Owner or customer always care for his vehicle for avoiding future breakdown problems. Our project study based on various questionnaires and their feedback which taken by customers. Data collected from 200 owners or participates replied for feedback and only consider 173 feedbacks for study. Studied framework mentioned service related issue and their solution in car service industry. Dealer evaluation by customer point of view directly helps to improve services and facilities for long term scenario. And analyze the effectiveness of customer's relationship management for customer's satisfaction, loyalty.