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Customer Relationship Management (CRM) involves strategies and technologies that companies use to manage interactions with current and potential customers, focusing on data analysis to improve customer service and retention. The study highlights a strong correlation between service quality and customer satisfaction, with respondents praising service efficiency and professionalism. To enhance service delivery and strengthen customer relationships, recommendations include staff training, better feedback systems, and improved communication. These insights aim to inform personalized CRM strategies that foster long-term loyalty and optimize business performance. This paper examines the relationship between service quality and customer satisfaction for Maruti Suzuki at Mandovi Motors Pvt Ltd, emphasizing service quality's role in customer loyalty and business performance. Keywords Customer satisfaction, Service Quality, Customer Experience, Service Delivery, Quality Standards, Customer Loyalty.
Hugar et al. (2024) studied this question.
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