"Expectation Vs. Reality: A Study on Customer Satisfaction among Four Wheeler Owners in Chennai"

Abstract

The Indian automotive industry is highly competitive, with customers expecting top-notch quality, comfort, and value for money. This study explores the gap between customer expectations and satisfaction levels among four wheeler owners in Chennai. A survey-based approach was used to gather data on customer perceptions and expectations, focusing on attributes like appearance, comfort, cost, and technology. The findings reveal a significant gap between what customers expect and what they actually get, highlighting the challenges faced by manufacturers in meeting customer demands. The study concludes that comfort, convenience, and affordability are key areas where four wheeler manufacturers need to focus to bridge the expectation-satisfaction gap.