A Study on Customer Relationship Management In Automobile Car Industry in Coimbatore and Tirupur District

Abstract

Customer Relationship Management in Coimbatore and Tirupur District is all about evaluating the customers attitude towards the various aspects relating to the relationship between customers and the Industry. It calls for increasing customer share that is retaining customers and earning new customers over a period of time. The study was initiated with the primary objective of studying customer relationship management in automobile(car) industry - Coimbatore and Tirupur districts., and the secondary objectives include studying the customer profile and preferences and to identify the factors using factor analysis for purchase decision and also to find the relationship between variables. Further the study also aimed to find out the level of customer satisfaction about the product and after sales service of the dealers, and to find out the opinion about the customer retention strategies and to find out the extent of customer loyalty. This study was made by the responses obtained through structured questionnaire. The received responses were analyzed with various statistical tools such as Factor Analysis, Anova, Correlation Analysis, Regression Analysis, Chi square etc., The results revealed that the Car companies are customer conscious, make continuous efforts to maintain the customer relationship continuously. They take efforts to retain the customers and gain customer loyalty and convert the customers into delighted customers. The study concluded by giving suggestions for improving the customer relationship management in Automobile (car) Industry. newline