A Study on Customer Opinion and Expectations of Toyota Cars with Special Reference to Anaamalai’s Dealer, Coimbatore, Tamil Nadu

Excellent customer service and high customer satisfaction must start with understanding customer expectations. When measuring customer satisfaction, companies generally ask customers whether their product or service has met or exceeded expectations. This is an important question to ask and is a key factor behind satisfaction. Customer expectations set the bar for customer satisfaction which also affects repurchase decisions and customer loyalty. If a customer feels like company did not deliver a service that was expected, they won't come back and buy from company again. Meeting customer expectations is the most valuable part of customer satisfaction. A satisfied customer is one that has had their expectations met. To do this, must make sure deliver a consistent level of service that is based on the key areas and have set for each customer when set expectations.