CONSUMER SATISFACTION AND PURCHASE CHALLENGES IN THE PRE-OWNED CAR MARKET: AN EMPIRICAL STUDY IN CHENNAI

The pre-owned car market has witnessed significant growth due to increasing consumer demand for affordable and
reliable transportation. This study examines consumer satisfaction and the challenges encountered while purchasing preowned cars in Chennai. It focuses on consumers’ perceptions regarding vehicle quality, price, transparency,
documentation, after-sales service, financing facilities, and dealer reliability. The study also identifies the major factors influencing consumers’ purchase decisions and overall satisfaction. Primary data are collected from selected pre-owned car buyers in Chennai through a structured questionnaire. Descriptive and inferential statistical techniques are used to analyse the collected data. The findings are expected to provide insights into consumer expectations, purchasing
difficulties, and satisfaction levels. The study may help dealers improve service quality, transparency, customer trust,
and overall consumer experience in the pre-owned car market.