“An Empirical Study on Customer Perception Towards Service Quality and Satisfaction in the Bike Insustry”

Abstract

In today's competitive market, customer perception, service quality, and customer satisfaction have become critical determinants of business success and long-term customer loyalty. This study aims to examine the relationship between customer perception, service quality, and customer satisfaction in the pre-owned bike industry. The research explores the influence of factors like product quality, pricing, dealership reputation, employee behavior, transparency, financing options, and after-sales services on customer satisfaction. The pre-owned bike industry has experienced remarkable growth due to consumer demand for reasonably priced and dependable transportation. A structured questionnaire was used to gather primary data from consumers of used bike dealerships using a descriptive study approach. Books, journals, research articles, and reliable internet sources were the sources of secondary data. Appropriate statistical methods and percentage analysis were used to examine the gathered data. The results show that favorable customer perception and excellent service greatly increase customer loyalty and satisfaction. According to the study's findings, dealerships can attain sustainable growth and a competitive edge by enhancing service quality, upholding transparency, and concentrating on client needs.