1. International Journal of Advanced Scientific Research & Development (IJASRD)
ISSN: 2394 – 8906
www.ijasrd.org, Pp: 01 – 04
Two Day National Seminar on “Make in India: How Get the Manufacturing Going” 1 | P a g e
R.V.S. College of Arts & Science, Karaikal
Study the Consumer (Karaikal Bus Owners) Behaviour and
Satisfaction towards Karur Bus Body Builders
Dr. A. Xavior Selvakumar 1
, C. Ramesh Kumar 2
ABSTRACT: Today’s consumer expect a different types of product and they get faster answers
to question and get feedback or gathering information to make purchase decision with the
heavy competition to satisfy the consumer is the major criteria for every company. In
reaching satisfaction, companies generally ask whether their product or service has met or
exceeded expectations. Get satisfaction starts with the simple, affordable price, quality,
quantity and access.
The first earth tracks were created by humans carrying goods and often followed
game trails. Tracks would be naturally created at points of high tariff density. As animals
were domesticated, horses, oxen and donkeys became elements in tracks – creation. The
modern history of road transport also involves the development of new vehicles such as new
models of horse – drawn vehicles, bicycles, motor tracks and electric vehicles. In road ways
buses are the major players. Satisfaction is the act of satisfying or state of being satisfied,
Customer satisfaction is a term frequently used in marketing. It is a measure of how products
and services supplied by a company meet or surpass customer expectation. Customer
satisfaction is defined as "the number of customers, or percentage of total customers, whose
reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses.
Area of study:
Karaikal is a small coastal territory which was formerly part of French India.
Together with the other former French commune of Pondicherry, Yanam, and Mahé,
Karaikal forms the Union Territory of Puducherry. Karaikal is bounded on the North and
South by Nagapattinam district of Tamil Nadu state, on the west by Tiruvarur district (also
belonging to Tamil Nadu), and on the East by the Bay of Bengal. The enclave is located
132 km south of the city of Pondicherry, and is known for its rich cultural heritage.
According to the 2011 census Karaikal district has a population of 200,314, roughly equal to
the nation of Samoa. This gives it a ranking of 589th in India (out of a total of 640). The
district has a population density of 1,252 inhabitants per square kilometre (3,240 /sq mi). Its
population growth rate over the decade 2001-2011 was 17.29%. Karaikal has a sex ratio of
1048 females for every 1000 males, and a literacy rate of 87.83%. Public Transport Many
town buses are in operation in this district. They connect tourist places like Tirunallar,
Nagore, Nagapattinam, Velankanni, Mayiladuthurai and Thiruvarur in Tamil Nadu State.
Many private and public buses with registration of Puducherry union territory and Tamil
1
Associate Professor & Research supervisor, T.B.M.L. College, Porayar, (Affiliated by Bharthidasan
University, Trichy).
2
Research Scholar, T.B.M.L. College, Porayar, (Affiliated by Bharthidasan University, Trichy).

2. International Journal of Advanced Scientific Research & Development (IJASRD)
ISSN: 2394 – 8906
www.ijasrd.org, Pp: 01 – 04
Two Day National Seminar on “Make in India: How Get the Manufacturing Going” 2 | P a g e
R.V.S. College of Arts & Science, Karaikal
Nadu state are plying in this region. Long distance buses operated by Tamil Nadu
government from Nagapattinam to Chennai via Pondicherry pass through this place.
Government owned bus services and Pondicherry Tourism Development Corporation
(PTDC) also runs long distance bus services between Karaikal and Pondicherry.
Behaviour vs Satisfaction
Consumer behavior study is based on consumer buying behavior, with the customer
playing the three distinct roles of user, payer and buyer. Customer satisfaction is a term
frequently used in marketing. It is measure of how products and services supplied by a
company meet or surpass customer expectation. Customer satisfaction is defined as “the
number of customers or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction goals.
Consumer Behavior is the study of individual and groups or organization and the
process the use to select, secure and dispose of products, service. Experiences or ideas to
satisfy needs and impacts that these processes have on the consumer and society. It blends
elements from psychology, sociology, social anthropology, marketing and economics; it
attempts to understand the decision making process of buyers, both individually and in
groups such as how emotion affects buying behavior. It studies characteristics of individual
customer such as demographics and behavior variables in attempt to understand people’s
wants. It also tries to assess influences on the consumer from group such as family, friends,
and reference group society in general.
Customer satisfaction refers to the extent to which customers are happy with the
products and services provided by a business. Customer satisfaction levels can be measured
using survey techniques and questionnaires. Gaining high levels of customer satisfaction is
very important to a business because satisfied customers are most likely to be loyal and to
make repeat orders and to use a wide range of services offered by a business.
There are many factors which lead to high levels of customer satisfaction including:
 Products and services which are customer focused and thence provide high levels of
value for money.
 Customer service giving personal attention to the needs of individual customers.
 After sales service - following up the original purchase with after sales support such
as maintenance and updating (for example in the updating of computer packages).
What is clear about customer satisfaction is that customers are most likely to appreciate
the goods and services that they buy if they are made to feel special. This occurs when they
feel that the goods and services that they buy have been specially produced for them or for
people like them. This relates to a wide range of products such as razors that are designed for
ease of use and good quality finish, petrol products that are environmentally friendly and
customized to meet the needs of particular types of engines, etc.
Customer satisfaction is a term frequently used in marketing. It is a measure of how
products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals.”In a survey of nearly 200 senior marketing managers, 71

3. International Journal of Advanced Scientific Research & Development (IJASRD)
ISSN: 2394 – 8906
www.ijasrd.org, Pp: 01 – 04
Two Day National Seminar on “Make in India: How Get the Manufacturing Going” 3 | P a g e
R.V.S. College of Arts & Science, Karaikal
percent responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses. It is seen as a key performance indicator within business and is
often part of a Balanced Scorecard. In a competitive marketplace where businesses compete
for customers, customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.
"Within organizations, customer satisfaction ratings can have powerful effects. They
focus employees on the importance of fulfilling customers’ expectations. Furthermore, when
these ratings dip, they warn of problems that can affect sales and profitability. . . . These
metrics quantify an important dynamic. When a brand has loyal customers, it gains positive
word-of-mouth marketing, which is both free and highly effective."
Therefore, it is essential for businesses to effectively manage customer satisfaction.
To be able do this, firms need reliable and representative measures of satisfaction. "In
researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and
will likely rate their experience as less than satisfying. For this reason, a luxury resort, for
example, might receive a lower satisfaction rating than a budget motel—even though its
facilities and service would be deemed superior in 'absolute' terms."
The Consumer (Karaikal Bus Owners) Behaviour vs Satisfaction
Customer wants great service and satisfaction before, during and after a purchase.
According to Turban et al “Customer service is a series of activities designed to enhance the
level of customer satisfaction – that is, the feeling that a product or service has met the
customer expectation."
The importance of customer service may vary by product or service, industry and
customer. The perception of success of such interactions will be dependent on employees
"who can adjust themselves to the personality of the guest," according to Micah Solomon.
From the point of view of an overall sales process engineering effort, customer service plays
an important role in an organization's ability to generate income and revenue. From that
perspective, customer service should be included as part of an overall approach to systematic
improvement. A customer service experience can change the entire perception a customer has
of the organization.

4. International Journal of Advanced Scientific Research & Development (IJASRD)
ISSN: 2394 – 8906
www.ijasrd.org, Pp: 01 – 04
Two Day National Seminar on “Make in India: How Get the Manufacturing Going” 4 | P a g e
R.V.S. College of Arts & Science, Karaikal
Some have argued that the quality and level of customer service has decreased in
recent years, and that this can be attributed to a lack of support or understanding at the
executive and middle management levels of a corporation and/or a customer service policy.
To address this argument, many organizations have employed a variety of methods to
improve their customer satisfaction levels, and other key performance indicators. Thus,
expectations are a key factor behind satisfaction. When customers have high expectations and
the reality falls short, they will be disappointed and will likely rate their experience as less
than satisfying.
Conclusion
Customer satisfaction is essential to any business. If your customers are satisfied they
are more likely to purchase more from you or from you more often. Unless you measure
something you don't know if it is getting better or worse. You can't manage for improvement
if you don't measure to see what is getting better and what isn't.
Reference
[1] www.wikipedia.com
[2] L. David Brown, Rajesh Tandon,
[3] Anil Chaudhury, and Sudarshan Synghal
[4] Kelleher & McLaren, 1996,
[5] Fowler, 1997,
[6] Smillie & Hailey, 2001,
[7] Micah Solomon