Organizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication

of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

An organisation with a strong customer service culture places the customer at the centre of service design, planning and service delivery. Customer centric organisations will: Determine customer expectations when they plan Listen to the customer as they design Focus on the delivery of customer service activities Value customer feedback when they measure performance.

The process for measuring customer satisfaction and obtaining feedback on organisational performance are valuable tools for quality and continuous service improvement.

Executive Summary

PROBLEM STATEMENT To carry out a satisfaction survey of existing ICICI Bank auto loan customers to identify the gaps in customer service and provide recommendations based on the results.

RESEARCH OBJECTIVES 1. To ascertain the satisfaction level of ICICI Bank auto loan customers on various aspects of service delivered. 2. To identify the gaps in customer service delivered by ICICI bank. 3. To correctly assess consumer expectations in order to narrow the gap between the service delivered and service expected.

RESEARCH DESIGN The research group used the exploratory and descriptive design. Benefits of the Study The study will help ICICI Bank Car Loans to correctly assess the level of customer satisfaction with regards to the auto loans service provided to them. The satisfaction survey will help to identify the most appropriate service delivery process towards ICICI Bank car loan customers.