Identification of Problem and Measuring the Satisfaction of Customer from Services- An Examination on Hitachi
Nahid Rauf1, Md. Moneef Ahmad2, Mohd. Junaid Ahmad3, Mohd. Ajmal4
1Nahid Rauf, Assistant Professor, Prince Sattam Bin Abdul Aziz University, Al-Kharj, Kingdom of Saudi Arabia.
2Md. Moneef Ahmad, Research Scholar, Department of Commerce, AMU, Aligarh (U.P), India.
3Mohd. Junaid Ahmad, Director, Cynna India Pvt. Ltd., Noida (U.P), India.
4Mohd. Ajmal, Post Doctoral Fellow ICSSR, Department of Commerce, AMU, Aligarh (U.P), India.
Manuscript received on 25 November 2019 | Revised Manuscript received on 06 December 2019 | Manuscript Published on 16 December 2019 | PP: 213-219 | Volume-8 Issue-3S3 November 2019 | Retrieval Number: C10551183S319/2019©BEIESP | DOI: 10.35940/ijrte.C1055.1183S319
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: This analysis paper directional to the objectives of understanding the issues related to Hitachi from the dealer’s perspective and measure satisfaction of shoppers from the services provided. This involves Associate in the Nursing understanding of issues of shoppers so organize its technologies, products, services and alternative business resources to figure to attain innovation and deliver solutions to those problems. To know the market conditions and customers expect it’s necessary to induce to grasp the issues facing the one United Nations agency is facing it and to figure on an equivalent. As my study is on the point of deciding the gaps that area unit directly or indirectly affects the market share of the whole. The study conjointly talks concerning the customer’s satisfaction and dealer’s perspective towards the whole and also the improvement areas. The aim wasn’t solely to search out the problems and improvement areas however to search out the ways that to resolve the problems and to figure for an equivalent. The analysis style used was beta and descriptive style with the assistance of structured questionnaires to know the dealer’s perspective and also the customer’s perspective. The 2 major gaps found were Service and promoting of product. The problems faced in Services were major relating to the time taken to unravel issues that makes the client disgruntled. In promoting, major concern space is relating to the GTM (Go to market) team which incorporates MO (Merchandising officers) no correct visits to stores and dealer’s discontent relating to their irregular visits and handling of problems by them. alternative problems were the distribution of POS (Point of sale) materials not on correct time and HPC’s (Hitachi profile communicators) information problems relating to the merchandise For services, the main areas to figure on installation and replacement problems The strategies to figure on the development areas are: ought to work on the KRA’s (Key responsibility areas) for MO’s to figure for the merchandise coaching of HPC’s to attach with the shoppers through layman’s terms ACC.
Keywords: Consumer Durables, Service Aspects, Chi-square, Cross-Tabulation, Dealers Prospective.
Scope of the Article: Social Sciences