ABSTRACT

                             The automobile industry accounts for 22 per cent of the country's manufacturing gross domestic product (GDP). The Indian auto industry is one of the largest in the world with an annual production of 21.48 million vehicles in FY 2013-14.

The entry of global auto-majors into India has significantly altered the automobile-manufacturing scenario in the country. The changes in design and adaptation of international technologies have enabled the Indian automotive industry to compete globally, and thus are also exposed to global challenges. Alongside the challenges, the trend also presents a plethora of opportunities to Indian automotive industry, which needs to be capitalized, so as to emerge as a successful global player.

Five independent variables have been considered to judge customer satisfaction in after sales service in automobile industry, which are Service Cost, Quality of Repair, Speed/Promptness in the Service, Location of the Service Centre and Behaviour of the Management. The results indicate that there is strong association between customer satisfaction and the independent variables. Those variables are important for business organizations to make their customers happy and pleased so far as after sales service is concerned. The satisfied customers will remain loyal and always have a positive notion towards the company and its service.

 Key words: Customer Satisfaction, After Sales Service, Automobile Industry