| Title : | Customer satisfaction level towards the use of two-wheelers in Kathmandu valley | | Material Type: | printed text | | Authors: | Nisha Karki, Author | | Publication Date: | 2017 | | Pagination: | 88p. | | Size: | GRP/Thesis | | Accompanying material: | 10/B | | Languages : | English | | Descriptors: | Consumer satisfaction
Customer relations
| | Class number: | 658.812 | | Abstract: | Automobile is one of the largest industries in global market. Being the leader in the product and product technologies in the manufacturing sector, it has been recognized as one of the drivers of economic growth. The two wheelers industry has been in existence since 1955 and is in very healthy state today. Today the Nepalese consumer has a wide variety of brands and models to choose from when they think of buying two wheelers. Automotive companies are facing tough challenges to improve vehicle quality and reduce product development (PD) time for new product introduction. These requirements put tremendous amount of pressure on the PD process to achieve higher customer satisfaction (CS), improve business effectiveness, and develop higher-quality products with fewer resources in less time. The automotive industry uses CS as one of the quantifiable measures to assess the product performance in the market and set future targets for further improvement. Customer satisfaction is a fundamental goal of marketing as the purpose of marketing is to satisfy customers. According to Bloemer & Odekerken-Schroder(2002), customer satisfaction is the result of successful marketing that creates competitive value for consumers. Contemporary marketing efforts are geared towards meeting consumers’ needs and ensuring customer satisfaction and strategizing on how to retain such customers (Hassan, 2008). Judgments of product performance are related to expectations that could enhance the customer satisfaction or brand loyalty (Awan & Rehman, 2014).
The major objective of the study is to analyze the factors affecting customers’ satisfaction towards the use of two-wheelers in Kathmandu valley. The specific objectives of the study are to assess the impact of price fairness with customer satisfaction towards the use of two wheelers in Kathmandu valley, to examine the impact of better design and brand image with customer satisfaction towards the use of two wheelers in Kathmandu valley, to know the relationship of comfort level and fuel efficiency with customer satisfaction towards the use of two wheelers in Kathmandu valley, to identify which variable play most important role in explaining customer satisfaction towards the use of two-wheelers in Kathmandu valley.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 160 customers. The questionnaire was ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on customer satisfaction towards the use of two-wheelers in Kathmandu valley were measured in 5 points liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose.
The study concludes that the most influencing factor for determining customer satisfaction is comfort level followed by fuel efficiency, brand image and better design towards the use of two-wheelers in Kathmandu valley.
Using correlation analysis, the result shows that there is a positive relationship of price fairness with customer satisfaction. It indicates that increase in price fairness leads to increase in customer satisfaction. Similarly, there is a positive relationship between better design and customer satisfaction. It indicates that better design leads to increase in customer satisfaction. The result also shows that there is a positive correlation between brand image and customer satisfaction. This indicates that better the brand image, higher would be the customer satisfaction. Similarly, comfort is positively related to customer satisfaction. It indicates that the more the vehicle is comfortable to use, the higher the customer satisfaction would be. Likewise, the study found positive correlation between fuel efficiency and customer satisfaction. It indicates that higher the level of fuel efficiency, higher would be the customer satisfaction.
The regression analysis reveals that the beta coefficients are positive and significant for price fairness at 1 percent level. This indicates that price fairness has a positive significant impact on customer satisfaction. This finding is similar to the findings of Xia et al. (2004). The result also shows that beta coefficients are positive for better design. This indicates that better design has positive impact on customer satisfaction. It is also found that brand image has positive impact on customer satisfaction. However, the coefficients are not significant at 5 percent level. This finding is similar to the findings of Kumar (2013). Similarly, the result shows that fuel efficiency has positive and significant impact on customer satisfaction at 5 percent level of significance. This finding is similar to the findings of Mohnot (2002). Likewise, the result shows that beta coefficients are positive for comfort level at 1 percent level. This indicates that comfort level has positive impact on customer satisfaction.
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Customer satisfaction level towards the use of two-wheelers in Kathmandu valley [printed text] / Nisha Karki, Author . - 2017 . - 88p. ; GRP/Thesis + 10/B. Languages : English | Descriptors: | Consumer satisfaction
Customer relations
| | Class number: | 658.812 | | Abstract: | Automobile is one of the largest industries in global market. Being the leader in the product and product technologies in the manufacturing sector, it has been recognized as one of the drivers of economic growth. The two wheelers industry has been in existence since 1955 and is in very healthy state today. Today the Nepalese consumer has a wide variety of brands and models to choose from when they think of buying two wheelers. Automotive companies are facing tough challenges to improve vehicle quality and reduce product development (PD) time for new product introduction. These requirements put tremendous amount of pressure on the PD process to achieve higher customer satisfaction (CS), improve business effectiveness, and develop higher-quality products with fewer resources in less time. The automotive industry uses CS as one of the quantifiable measures to assess the product performance in the market and set future targets for further improvement. Customer satisfaction is a fundamental goal of marketing as the purpose of marketing is to satisfy customers. According to Bloemer & Odekerken-Schroder(2002), customer satisfaction is the result of successful marketing that creates competitive value for consumers. Contemporary marketing efforts are geared towards meeting consumers’ needs and ensuring customer satisfaction and strategizing on how to retain such customers (Hassan, 2008). Judgments of product performance are related to expectations that could enhance the customer satisfaction or brand loyalty (Awan & Rehman, 2014).
The major objective of the study is to analyze the factors affecting customers’ satisfaction towards the use of two-wheelers in Kathmandu valley. The specific objectives of the study are to assess the impact of price fairness with customer satisfaction towards the use of two wheelers in Kathmandu valley, to examine the impact of better design and brand image with customer satisfaction towards the use of two wheelers in Kathmandu valley, to know the relationship of comfort level and fuel efficiency with customer satisfaction towards the use of two wheelers in Kathmandu valley, to identify which variable play most important role in explaining customer satisfaction towards the use of two-wheelers in Kathmandu valley.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 160 customers. The questionnaire was ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on customer satisfaction towards the use of two-wheelers in Kathmandu valley were measured in 5 points liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose.
The study concludes that the most influencing factor for determining customer satisfaction is comfort level followed by fuel efficiency, brand image and better design towards the use of two-wheelers in Kathmandu valley.
Using correlation analysis, the result shows that there is a positive relationship of price fairness with customer satisfaction. It indicates that increase in price fairness leads to increase in customer satisfaction. Similarly, there is a positive relationship between better design and customer satisfaction. It indicates that better design leads to increase in customer satisfaction. The result also shows that there is a positive correlation between brand image and customer satisfaction. This indicates that better the brand image, higher would be the customer satisfaction. Similarly, comfort is positively related to customer satisfaction. It indicates that the more the vehicle is comfortable to use, the higher the customer satisfaction would be. Likewise, the study found positive correlation between fuel efficiency and customer satisfaction. It indicates that higher the level of fuel efficiency, higher would be the customer satisfaction.
The regression analysis reveals that the beta coefficients are positive and significant for price fairness at 1 percent level. This indicates that price fairness has a positive significant impact on customer satisfaction. This finding is similar to the findings of Xia et al. (2004). The result also shows that beta coefficients are positive for better design. This indicates that better design has positive impact on customer satisfaction. It is also found that brand image has positive impact on customer satisfaction. However, the coefficients are not significant at 5 percent level. This finding is similar to the findings of Kumar (2013). Similarly, the result shows that fuel efficiency has positive and significant impact on customer satisfaction at 5 percent level of significance. This finding is similar to the findings of Mohnot (2002). Likewise, the result shows that beta coefficients are positive for comfort level at 1 percent level. This indicates that comfort level has positive impact on customer satisfaction.
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