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How do Korean Companies Manage Customer Relationship with Indian Customers?

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Authors
Srivastava, R. K.
Issue Date
2007
Publisher
College of Business Administration (경영대학)
Citation
Seoul Journal of Business Vol13(2): 127~137(2007)
Keywords
customer satisfaction score; Samsung; LG
Abstract
The study was designed to find out the levels of customer satisfaction
of Korean companies. Data was collected from a sample size of 100
users each of LG and Samsung products from Mumbai, a large Indian
metropolitan city. The results show that a gap develops between the two
when it comes to ease of use by customers. In overall service provided
LG definitely scores over Samsung. 76% of LG’s existing customers and
66% of Samsung’s existing customers would like to buy the products of
these companies in the future. The managers of Korean Companies
should concentrate on improving on buying behaviour, demonstration
provision, delivery of product, follow up of calls and service camps. The
major contribution of the study is to strengthen the customer
relationship management and their operations in India by Korean
companies.
ISSN
1226-9816
Language
English
URI
http://hdl.handle.net/10371/1815
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College of Business Administration/Business School (경영대학/대학원)Dept. of Business Administration (경영학과)Seoul Journal of BusinessSeoul Journal of Business Volume 13, Number 1/2 (2007)
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