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Research Paradigm: Input Process Output ,[object Object],Figure 1. Paradigm of the study The first box is considered the input which consist of the customers profile in terms of age, sex, occupation, status, and monthly salary. The customers level of satisfaction tells something for the establishment is able to meet the needs of their customers for them to be satisfied. The second box indicates the process went through in order to accurately assess the services of motortrade corporation. This include the collections of data through interview and questionnaire. The third box is the assessment expected output of the research. It presents the services of motortrade corporations and it includes the identifications of the problems encountered by the customers. Conceptual Framework This study provides the frame of reformed that sharpen the satisfaction of the research problem. It provides explanation, through the use of specific contract and this study used on the input-process-output model. From the review of related literature, the researchers formulated the conceptual scheme for this research study. Foreign Studies Harley-davidson(1950) a popular transportation alternative to the automobile, the motorcycle is relatively compact, fuel efficient, and maneuverable. More than 1000 motorcycle clubs exist in the united States alone. This Harley-Davidson model is a classic model that illustrate the essential features and well-balanced design characteristic of motorcycles. In addition to their functions in general transportation, sport, and leisure, motorcycles are used by police and military forces around the world. Harley Davidson Inc. Designer and manufacturer of motorcycles, based in Milwaukee, Wisconsin. Since the early 1950’s Harley – Davidson has been the sole motorcycle manufacturer in the United States. Several of its models, including the Super Glide, the Low Rider, and the Electra Glide, hace become legendary among motorcycle enthusiasts. In 1969 Harley – Davison was bought by the American Machine and Foundry Company (AMF), a manufacturer of machinery, sporting goods, and automobiles. As demand for Harley – Davidson bikes grew, the company expanded assembly operations, opening a new plant in New York, Pennsylvania. To make up for the cost of the plant, the company raised the price of its bikes. Then, when AMF management pressed for higher sales volumes , the plants rushed the production of Harley motorcycles and the quality of the bikes began to decline. Meanwhile, the company faced a major threat from the increasing popularity in the United States of inexpensive, high – quality Japanese motorcycles manufactured by companies such as Honda, Suzuki, and Kawasaki. Harley – Davidson’s share of the United States motorcycle market plummeted from 80 percent in 1969 to less than 20 percent in 1979, and AMF Began looking for a way out of the motorcycle business. In an effort to save the company, a group of 13 Harley – Davidson executives brokered a leveraged buyout of the company in 1981 that was founded by Citicorp, a large banking company. William Harley and brothers William, Walter, and Arthur Davidson built the first Harley – Davidson motorcycle in Milwaukee in 1903. Essentially a bicycle equipped with a motor, the vehicle required riders to pedal uphill. The bike sold rapidly, and by 1909 the company had improved its design to feature an innovative engine, with two cylinders arranged in a distinctive “V” angle. The new “V-twin” engine produced a deep, rumbling sound that became a trademark of Harley – Davidson motorcycles. With this new, more powerful engine the bike could exceed 96 km/h (60 mph), and hills were no longer a problem. The success of the new Harley – Davidson model encouraged other manufacturers to enter the market, and by 1913 Harley and the Davidson brothers had more than 150 competitors. http://www.harley-davidson.com/ Review of Related Literature and Studies: Customer satisfaction is a measure of how products and services is supplied by a company meet or surpass customer expectation. It is a seen as a key performance indicator within business. In a competitive market place where business compete for customers, customer satisfaction is seen asa a key differentiator and increasingly has become a key element of business strategy. For a better understanding of this study, this portion of the research paper presents related literature and related studies that are relevant to a comprehensible learning of the topic aforementioned. The sources are noted from the internet and some books published by marketing gurus. Related Literature Foreign Organizations need to retain existing customer while targeting non – customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and or service to the market place. Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and products / services to product / service. The state of satisfaction depends on the number of both psychological and physiological variables with correlate with satisfaction behaviours such as return and recommend rate. The level of satisfaction can also vary depending on other factors the customers, such as other products against which the customer can compare the organizations products. (http://us.imdb.com/title/tt104454 Microsoft encarta2009. c 1993-2008 microsoft corporation) Thompson, Adrian (1985) it’s a well known fact that no business can exist without customers. In the business of website design, its important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it’s critical that you form a close working relationship with your client, customers service is of vital importance. What follows are selection of tips that will make your clients feel valued, wanted and loved. ,[object Object],This is the most daunting and downright scary part of interacting with a customer. If you’re not used to this sort of thing it can be a pretty nerve – wracking experience. Rest assured, though, it does not get easier over time. It’s important to meet your customers face to face at least once or even twice during the course of a project. My experience has shown that a client finds it easier to relate to and work with someone they’ve actually met a person, rather than a voice on the phone or someone typing into an email or messenger programs. When you do not meet them, be calm, confident and above all, take time to ask them what they need. I believe that if a potential client spends over half the meeting doing the talking, you’re well on your way to a scale. ,[object Object],This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers queries within the space of a new hours, but at least email or call them back and let them know you’ve received their message and you’ll contact them about it as soon as possible. Even if you’re working on it. Companies regularly advertise in magazines, newspapers, television and on the radio to connect with the public. While advertisements certainly help, word – of – mouth is also a valuable likely to recommend the company to a friend. But if she is not, she will speak negatively and could potentially hurt your business. The customers may not always be right, but the customer does need to be content. Surveys ,[object Object],Contact Features ,[object Object],Effects ,[object Object],Repeat Business ,[object Object],Return Calls ,[object Object],Word of Mouth ,[object Object],Sponsors ,[object Object]

Learning how to quantify problems prevention and problem solving may be the critical factor which determined the success or failure of your business.

Customer satisfaction is the buzzword of the 1990’s. Unfortunately, many managers still think of satisfying their customers as nice thing to do rather than a critical component of success. To maximize profits and productivity, you must recognize five facts.

1. As a senior manager, you only know about the tip of the iceberg, a small fraction of all the problems your customers encounter.

2. Service can be a major marketing tool – converting problem situations into incremental revenue.

3. Customer problems can cost you not only an immediate lost sale, but also future purchases by that customer and by other customer as a result of negative words of mouth behaviour.

4. You can and must quantify the expected payback from service and or quality improvements.

5. The market transaction (sale) often is not the key point of customer’s pain and lost revenue. Often, both the product offering, the product itself, how it is offered, and fulfilment and customer expectations are major contributors to problems, even though the problem surface in the customer service area.

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