A Study on “After Sales Service Satisfaction with Special Reference to Nayan(Yamaha) Motors”

Abstract

Customer satisfaction is a key driver of long-term relationships and competitive advantage in the automobile industry. In the current market environment, after-sales service plays a critical role in shaping customer loyalty, brand perception, and repeat purchase behavior. This study evaluates customer satisfaction with after-sales services provided by Nayan Motors, an authorized dealer of Yamaha Motor Company. The study assesses customer perceptions of service quality, timeliness, staff behavior, service cost, availability of spare parts, and overall service experience. It also identifies the major factors influencing satisfaction and proposes practical recommendations to improve service performance. Primary data were collected through structured questionnaires administered to customers who availed after-sales services at Nayan Motors. Secondary data were obtained from company records, official sources, and relevant literature. The analysis uses descriptive statistical tools such as percentage analysis and graphical representation. The findings highlight gaps between expected and perceived service quality and provide actionable insights to enhance customer satisfaction, strengthen customer retention, and improve the effectiveness of after-sales service operations in the automobile sector.