International Scientific Journal of Engineering and Management

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ISSN: 2583-6129

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Assessing Customer Satisfaction in Mahindra’s Automotive Division: The Role of Service Quality and Technological Integration

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"Assessing Customer Satisfaction in Mahindra's Automotive Division: The Role of Service Quality and Technological Integration"

1.Manraj Bhatia Student, MBA

Amity Business School

Amity University Chhattisgarh

Manrajbhatia00023@gmail.com

2.Dr.AnnapurnaMetta sarjare

Associate Professor

Amity Business School

Amity University Chhattisgarh

ametta@rpr.amity.edu

Abstract

This study examines customer satisfaction in Mahindra's automotive division, highlighting the impact of technological integration and service excellence. Using a mixed-methods approach, the study examines qualitative insights from in-depth interviews with consumers and service staff in addition to quantitative data from customer surveys. The results show that excellent customer satisfaction is greatly increased by high service quality, with personnel competency, promptness, and reliability being important contributing variables. To further enhance the client experience, cutting-edge technology integration is essential. Examples of these are linked car features and digital service platforms. The report emphasizes how crucial it is for Mahindra to keep coming up with new ideas and tweaking its service plans in order to stay ahead of the competition and satisfy changing customer demands. The management implications emphasize how crucial it is to allocate resources to both human resources and The findings show that timeliness, dependability, and professionalism—the three qualities that make up service quality—are crucial in influencing consumer satisfaction. Additionally, by offering convenience and customized services, the integration of cutting-edge technologies—like digital service interfaces and linked car features—significantly improves the client experience. The results indicate that in order to exceed customer expectations and maintain competitive advantage, Mahindra should give equal weight to ongoing improvements in service quality and technology advances. In order to promote long-term customer loyalty and happiness, the study offers management practical insights by highlighting the necessity of strategic investments in personnel training and state-of-the-art technologies.

Keywords: Customer satisfaction, Technology integration, Strategic investments, Competitive advantage, Personalized services, Management insights, Digital service interfaces, Connected car features.


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