It is difficult to acknowledge a precious debt as that of learning as it is the only debt that is difficult to repay except through gratitude. First and foremost I wish to express my profound gratitude to the almighty, the merciful & compassionate with whose grace & blessings I have been able to
complete this work. It is my profound privilege to express my sincere thanks to the Dean Dr.JAYSHREE SURESH (School of Management), for giving me an opportunity to work on the project and giving me full support in completing this project.
I am very thankful to my guide Dr. T. RAMACHANDRAN (Professor in SRM University, Kattankulathur) for him full support and guidance in completing this project work.
I, M.H.ABOOBAKAR SIDDIQUE (35080013) hereby declare that the project “A Project Report On CUSTOMER PREFERENCE FOR DSC HYUNDAI MOTOR PVT LTD. CHENNAI ” under the
supervision and guidance of Dr. T. RAMACHANDRAN (Professor in SRM University, Kattankulathur) department of management studies SRM, Kattankulathur is the result of the original work done by me and to the best of my knowledge, a similar work has not been submitted to any university or any other institution.
Name: Register no:
CHAPTER 1 2 3 4 Introduction Objectives of Study Scope of the Study RESEARCH METHODOLOGY 4.1) Research Design 4.2) Data collection 4.3) Sampling 4.4) Statistical Tools 4.5) Limitation of the Study 5 Industry Profile 12 Company of the Profile 6 7 8 9 10 11 Data Analysis and Interpretation Findings Suggestions Conclusion Annexure Bibliography 19 46 48 50 52 56 TITLE PAGE NO 1 3 5 7 8 8 9 10 11
LIST OF TABLES
1.1 1.2 1.3 1.4 1.5
List of Tables
Income Group Of Customers Knowledge about the location of the showroom Visited the showroom before Convenience of parking Buying decision for a four wheeler 1.
5.1) Test the Chi Square for Buying decision for a Four Wheeler
20 22 24 26 28 29 30 32 34 36 38 40 42 44
1.6 1.7 1.8 1.9 1.10 1.11 1.12 1.13
Interior of Hyundai Visited other Hyundai showroom before coming to this showroom Various other brands seriously considered before coming to this showroom
Relationship between Fuel Efficiency and Maintenance using Chi Square Test Price list of Hyundai cars Offers expected from dealers Expectations from the dealers Customer service in the showroom
LIST OF CHARTS
SL.NO 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9 1.10 1.11
LIST OF CHARTS
Income group of customers Knowledge about the location of the showroom Visited the showroom before Convenience of parking Interior of Hyundai Visited other Hyundai showroom before coming to this showroom Various other brands seriously considered before coming to this showroom Price list of Hyundai cars Offers expected from dealers Expectations from the dealers Customer service in the showroom
PAGE NO 21 23 25 27 31 33 35 39 41 43 45
The idea that customers prefer one product or one service over another is not new.The ability to identify and measure the elements of such preference decisions with any accuracy and reliability has only recently become available.
The project is made on the project title “Customer Preference of Hyundai Cars”
Today there is a cut throat competition in the market and an automobile industry cannot escape itself from this competition. So it became very important for every company of this industry. So this project is very important for DSC HYUNDAI MOTORS LTD to increase the satisfaction level of customers
OBJECTIVES OF THE STUDY
OBJECTIVES OF THE STUDY
To find out the different strategies used by the company to increase the sales. To find out how these strategies useful to company as well as customers. To find out customers satisfaction level
SCOPE OF THE STUDY
SCOPE OF THE STUDY
Today there is a cut throat competition in the market and an automobile industry cannot escape itself from this competition. So it became very important for every company of this industry. So this project is very
important for DSC HYUNDAI MOTORS LTD to increase the satisfaction level of customers
The project works titled “A STUDY ON CUSTOMER PREFERENCE” in DSC HYUNDAI. A
description research design was chosen keeping in view the objectives of the research with accurate description of variables in the problems method. Data collection method: The method of collecting primary and secondary data since the primary data are to be originally collected, while the secondary data is the collection works merry that of completion 1.Primary data: It is collected through survey method, through direct communication with respondents. It is data gathered for a specific purpose or a specific research project. The questionnaire is administration to the respondents and doubt relating to the question were explained and cleared. 2.Secondary data: The secondary data, which was various source like company records, magazines, trade journals, websites and investment publication Research Instrument: The research instructed used for collecting vary data is a questionnaire. The survey was collected structured questionnaire, question some of which asked the respondents to choose are among several alternatives; the questionnaire is prepared by using both close ended question and open ended questions. Sampling: Sampling allows concentrating our attention upon a relatively smaller number of people and hence, to devote more energy to ensure that the information collected from them is accurate.
Sampling method: a) Probability sampling: In this method of sampling each unit of the population has a define chance of being included in the sample,
b) Non – probability sampling: In this sampling method for selecting the units of the samples is adopted. The basic of selection can be simply opportunity convenience and purpose.
The research has adopted non – probability sampling method for this study. Sampling unit – target: The main targets for this study are the customers of “DSC HYUNDAI MOTOR LTD, CHENNAI”. The employees such as driver and owner of the car are included in the study. Sampling size: The total size of the sample is 150 customers .
STATISTICAL TOOLS: DATA ANALYSIS:
The analysis of data collected through research has been done systematically. Simple percentage, bar diagram, tables were used to represent variety of data that fall in the various categories, the analysis has been done systematically and accurately so as to get correct and authentic results. PERCENTAGE METHOD: Percentage refers to a special kind of ratio. They are used in making comparison between two or more series of data and they are used to desire relationship. It can also be used to compare the relative terms, the distillation of two or more series of data. Since percentage reduces everything to a common base and thereby allow meaningful comparison to be made.
CHI SQUARE TEST: Chi Square Test 1: To test whether there is any significant relationship between the responses for order of priority while making a buying decision for a four wheeler. H O : There is no significant relationship between the responses for the satisfaction level in order of priority while making a buying decision for a four wheeler. H 1: There is significant relationship between the responses for the satisfaction level priority while making a buying decision for a four wheeler. Chi Square Test 2: in order of the satisfaction level in
To test whether there is any significant relationship between the responses for the satisfaction level about fuel efficiency when compared to other Branded cars in the market. H O: There is significant no relationship
between the responses for the satisfaction level about fuel efficiency when compared to other Branded cars in the market. H 1: There is significant relationship between the responses for the satisfaction level about fuel efficiency when compared to other Branded cars in the market.
LIMITATIONS OF THE STUDY
The sample taken may not be confirming to the actual population Project duration was not sufficient to get in to the subject deeply. Certain questions are not properly responded by the respondent
PROFILE OF THE COMPANY
PROFILE OF HYUNDAI MOTORS
To enhance the international audience´s brand recognition of Hyundai. During the FIFA World Cup in Germany, Hyundai provided vehicles for ground transportation during the event and also carried out a variety of marketing events such as “Goodwill Ball Road Show”, “Hyundai Football Championships”, “Be there with Hyundai”, South Korea’s leading carmaker, Hyundai Motor produces compact and luxury cars, SUVs, and minivans, as well as trucks, buses, and other commercial vehicles. The company reestablished itself as South Korea’s leading carmaker in 1998 by acquiring a 51% stake in Kia Motors (since reduced to about 39%). Selling cars in the US since 1986, Hyundai started selling its heavy trucks stateside in 1998. Hyundai’s models for the North American market include the Accent and Sonata; models sold elsewhere include the GRD and Equus. The company also manufactures machine tools for metalworking applications, such as horizontal machining, turning, and vertical machining.
OVERVIEW Hyundai Motor Company is a Korea-based automobile manufacturer. The Company produces and markets passenger cars under the brand names of Equus, Genesis, Genesis Coupe, Azera, Sonata, Elantra, Accent, Getz, i30, i30cw, i20 and i10; recreational vehicles under the brand names of Veracruz, Santa
Fe, Tucson, Matrix and H-1, and commercial vehicles, which include medium and heavy duty trucks, and buses. The Company also provides automobile maintenance Hyundai Motor Company Limited. The Group’s principal activities are manufacturing and selling automobiles. It produces and sells passenger cars under the brand names Equus, Genesis, Genesis Coupe, Azera, Sonata, Elantra, Accent, Getz, i30, i30cw, i20 and i10; recreational vehicles Business Description Under the brand names Veracruz, Santa Fe, Tucson, Matrix and H-1, and commercial vehicles, which include medium and heavy duty trucks, and buses. The Group also provides automobile maintenance services. Operations of the Group are domiciled in Korea. Global motor shows introducing new possibilities of the future By introducing new technology for future vehicles in the world´s prominent motor shows, Hyundai has attained equal status as the world´s leading automobile companies. Through the motor shows, which are the premiere venues, new production cars and futuristic concept cars are introduced. In 2007, at the Geneva Motor Show, Hyundai revealed the “QarmaQ”, a crossover SUV concept car, and “Hyundai i30”, a European model strategic vehicle. Sports marketing program that shares our customers´ passion In 1999, Hyundai began a relationship with the UEFA(Union of European Football Associations) and the FIFA(International Federation of Football Associations) and has been an official sponsor for international soccer tournaments such as Euro 2000, the 2002 World Cup Korea-JapanTM and Euro 2004 etc.
Last year, as the official Automotive Partner of FIFA World Cup, Hyundai successfully deployed its sports marketing campaign and created an opportunity etc. As the official sponsor, Hyundai will continue to bond with soccer fans all over the world
KEY DEVELOPMENTS FOR HYUNDAI MOTOR CO (005380)
Hyundai Motor Co. Launches All-New Compact Sedan At the 2010 Busan International Motor Show in Korea 05/6/2010
Hyundai Motor Co. has unveiled its all-new compact sedan, codenamed ‘MD’ at the 2010 Busan International Motor Show in Korea. The model features Hyundai’s signature ‘Fluidic Design’ philosophy, Gamma GDI (Gasoline Direct
Injection) range of engines, coupled with a six-speed automatic transmission. The vehicle features HID (High Intensity Discharge) headlamps, LED rear combination lamps, heated rear seats, puddle lamps, and a colour TFT LCD information display nestled in the instrument cluster. Hyundai Motor Co. Announces its Reclining Seat Kills in Car Accident 05/5/2010
A federal jury in San Angelo found that Hyundai Motor Co.’s reclining seat caused the death of a passenger in a single car accident of a 2005 Hyundai Tucson Sport Utility Vehicle (SUV). The lawsuit marks the first time ever that a jury has found that a defect in a reclining seat can kill a passenger in a car accident even though they buckled their seat belt. Dallas injury attorney Todd Tracy of the Tracy Firm Attorneys at Law has warned drivers for decades that reclining seats can kill or cause severe injury to their passengers in car accidents. The automobile industry and auto dealerships advertise reclining seats as an inexpensive luxury accessory for passenger comfort on the road and highway. They tell car buyers that the family can lay back, rest, and even sleep. But for dozens of years there’s been growing evidence that reclining seats kill or cause severe injury such as paralysis in car accidents.
Hyundai Motor Co. Reinstates Two Sacked Employees 05/4/2010
Hyundai Motor India Ltd’s dismissed employees have come forward for out of court settlement with the company. As part of this a group of employees, who were dismissed earlier on disciplinary grounds, approached the company for a direct settlement. The company began negotiations with them and so far it has settled the issue with two employees and the process is underway with another 20 employees. Under the settlement, all dismissed employees will get their statutory dues and ex-gratia payment. The outside union which had been demanding the reinstatement of these employees is now preventing these employees from coming to a direct settlement with the company, Hyundai claimed. and will be well recognized as a global leading brand.
PROFILE OF DSC MOTORS PVT.LTD
DSC MOTOR PVT. LTD. Is a leader among the dealers of Hyundai motors India ltd., in CHENNAI, Tamil Nadu, for the 11 years. The registered office of the company is situated at 399, Anna Salai, Nandanam, Chennai-600035. The company was incorporated on 21st November 1997 and is being ably managed by a Board of Directors. Late Mr.Dhanapal. aged 73 , was thw Founder Chairman and Managing Director of the company. His sons, Mr.D.Selvakumar , MBA and Mr.D.Chandrasekaran,B.E are the Director-Services and Director-Sales respectively. The company is a well-established business entity in the automobile industry and presently doing a turnover of MORE THAN Rs.160 Crores per annum in Hyundai cars sales. service and spares. Mr.R.Dhanapal was one of the earliest operator of private bus services in the city and the family has been in the Automobile industry for the past three generations. Originally the family was in to the business of Sales and Services of bajaj two wheelers. The dealership was operating under the banner of M/s RDS Automobiles, for over 10 years from 1987-97. During that period the dealership was honors with the ‘Best Service Dealer’ award in Chennai . Subsequently it is changed into M/s RDS Auto and doing its business at porur , Mr.D.Selvakumar , MBA and Mr.D.Chandrasekaran as partners. The Showroom and Service center has a total area of 2500Sq. Ft. As a part of diversification M/s RDS Automobiles graduated into four wheelers dealership with Hyundai motors India ltd. In 1997 and has been performing successfully since then DSC Motor’s Showroom is situated at Anna Salai, the arterial road, right in the heart of Chennai city and another showroom is situated at No.256,Poonamakee Trunk Road, Iyyapanthanga, Chennai -600 056. The advantage of having the showroom on the arterial road of Chennai city is ensuring continues stream of visitors to the showroom.
DSC Motor Pvt. Ltd. Is also supported by a well established after sales service and spares through three of its State-of-the-art Service Workshops, operating from 48/5 Majestic Studios Complex, Saligramam, a film-town popularly known as kollywood, 1026, Anna Salai as Saidapet and another one in Kattupakkam, thus catering to the b=need of customers from all the parts of Chennai city and suburbs. The car Sales and Marketing division is headed by the Director-Sales, Mr.D.Chandrasekaran, ages 44 Yrs, of the company. The Director-Service, Mr.D.Selvakumar, aged 46, who looks after the operation of
Service and Spare parts, heads the Three service centers. The company has strength of about 400 employees, which include a team of well qualified and highly experienced professionals, managers, executives, engineers and technicians, who have proven record in their respective field of operations. The company has a cordial working atmosphere focused on development of HR and quality of life of all these stakeholders. The company is currently has the patronage of very vast spectrum of customers, varying from salaried class to leading industrialists, eminent personalities, professionals and larger corporate, service sectors and government establishments.
DATA ANALYSIS AND INTERPRETATION
TABLE 1.1 SHOWING THE INCOME GROUP
1 2 3 4 RESPONDENTS
15000-25000 25000-50000 50000-75000 75000 + TOTAL
18 57 35 40 150
12% 38% 23% 27% 100%
It can be inferred from the table that more than 60% of the customers’ income
ranges from 25000-75000
CHART1.1 SHOWING THE INCOME GROUP
In this case
12% of them responded 15000-25000 38% of them responded 25000-50000 23% of them responded 50000-75000 27% of them responded 75000+
TABLE 1.2 SHOWING THE KNOWLEDGE ABOUT THE LOCATION OF THE SHOWROOM
S.No 1 2 3 4 5 RESPONDENTS
PRIORITY NEWSPAPER RADIO TELEVISION FRIENDS ROADVIEW TOTAL
FREQUENCY 18 5 7 57 63 150
PERCENTAGE 12% 3% 5% 38% 42% 100%
It can be inferred from the table that more than 70% of the customers comes to know about the location of the showroom through their friends and road view
CHART1.2 SHOWING THE KNOWLEDGE ABOUT THE LOCATION OF THE SHOWROOM
In this case 12% of them responded NEWSPAPER 3% of them responded RADIO 5% of them responded TELEVISON 38% of them responded FRIENDS 42% of them responded ROADVIEW
TABLE 1.3 SHOWING VISITED THE SHOWROOM BEFORE
S.No 1 2 RESPONDENTS
VISITED BEFORE YES NO TOTAL
FREQUENCY 57 93 150
PERCENTAGE 38% 62% 100%
It can be inferred from the table that more than 60% of the customers did not visited the showroom before.
CHART1.3 SHOWING THE VISITED THE SHOWROOM BEFORE
In this case
62% of them responded YES 38% of them responded NO
TABLE 1.4 SHOWING THE CONVINIENCE OF PARKING
FREQUEN CY 18 132 150
PERCENTAG E 12% 88% 100%
1 2 RESPONDENTS
YES NO TOTAL
It can be inferred from the table that more than three fourth of the customers feels inconvenience in parking their car
CHART 1.4 SHOWING THE CONVINIENCE OF PARKING
In this case
88% of them responded NO 12% of them responded YES
TABLE 1.5 SHOWING THE PRIORITY WHILE MAKING A BUYING DECISION FOR A FOUR WHEELER
S.No 1 2 3 4 5
PRIORITY AESTHETIC/LOOK PRICE MILEAGE MAINTANANCE COMPANY SERVICE COMFORT
FREQUENCY 60 42 18 23 7
PERCENTAGE 40% 28% 12% 15% 5%
TABLE 1.5.1 SHOWING HYUNDAI INFLUENCING IN ORDER OF PRIORITY WHILE MAKING A
BUYING DECISION FOR A FOUR WHEELER WITH CUSTOMER STATISFICATION:
Priority Aesthetic Look Price Mileage Maintenance Company Service Comport Total
O 60 42 18 23 7
E 30 30 30 30 30
0-E 30 12 -12 -7 -23
(O-E)2 900 144 144 49 529
(O-E)2/E 30 4.8 4.8 1.63 17.63
d f = 4,(CV)=11.72, (TV)=9.49
Table Value at 5% Level of Significance degree of freedom value 4 is 9.49
Since the calculated value of the X 2 is less than the table value, we accept the null hypothesis and concluded that there is no significant relationship between the responses for the satisfaction level in order of priority while making a buying decision for a four wheeler.
TABLE 1.6 SHOWING THE INTERIOR OF HYUNDAI CARS
INTERIOR OF HYUNDAI
1 2 3 4
VERY GOOD GOOD SATISFIED NOT SO GOOD
90 30 19 7
60% 20% 13% 5%
NOT SATISFIED TOTAL
It can be inferred from the table that more than three-fourth of the customers are satisfied with the interior of Hyundai cars
CHART1.5 SHOWING THE INTERIOR OF hYUNDAI
In this case
60% of them responded VERY GOOD 20% of them responded GOOD 13% of them responded SATISFIED 05% of them responded NOT SO GOOD 02% of them responded NOTSATISFIED
TABLE 1.7 SHOWING THE VISITED ANY OTHER HYUNDAI SHOWROOM BEFORE COMING TO THIS SHOWROOM
S.No 1 2 RESPONDENTS
VISITED YES NO TOTAL
FREQUENCY 30 120 150
PERCENTAGE 20% 80% 100%
It can be inferred from the table that more than three fourth of the customers did not visited any other showroom before coming to this showroom
CHART 1.6 SHOWING THE VISITED ANY OTHER HYUNDAI SHOWROOM BEFORE COMING TO THIS SHOWROOM
In this case
20% of them responded YES 80% of them responded NO
TABLE 1.8 SHOWING THE OTHER BRANDS SERIOUSLY CONSIDERED BEFORE COMING TO THIS SHOWROOM
S.No 1 2 3 4 5 RESPONDENTS
BRANDS FORD SKODA MARUTHI HONDA TOYOTA TOTAL
FREQUENCY 58 12 60 08 12 150
PERCENTAGE 39% 8% 40% 5% 8% 100%
INFERENCE It can be inferred from the table that more than three-fourth of the customers seriously considered ford and skoda before coming to this showroom
CHART 1.7 SHOWING THE OTHER BRANDS SERIOUSLY CONSIDERED BEFORE COMING TO THIS SHOWROOM
In this case
39% of them responded FORD 8% of them responded SKODA 40% of them responded MARUTHI 5% of them responded HONDA 8% of them responded TOYOTA
Tabel 1.9 : Relationship between Fuel Efficiency and Maintenance using Chi Square Test Very Good Good Satisfied Not So Satisfied Fuel Efficiency 30 64 38 12 Not Satisfied Total 6 Maintenance 34 55 42 10 9 Total 64 119 80 22 15 Total Of Frequency : 32 60 40 11 8 150 32 59 40 11 7 150 300 150 150
SL.NO 1 2 3 4 5 6 7 8 9 10 TOTAL O 30 34 64 55 38 42 12 10 6 9 E 32 32 60 59 40 40 11 11 8 7 O‐E ‐2 2 ‐4 4 ‐2 2 1 ‐1 ‐2 2 (O‐E)2 4 4 16 16 4 4 1 1 4 4 (O‐E)2/E 0.12 0.10 0.27 0.27 0.10 0.10 0.90 0.90 0.50 0.57 3.78
d f = 4, Calculated Value (CV)=3.78, Tabulated Value(TV)=5.49 5% Level Of Significance Table value = 9.49
Since the tabular value is lesser than the calculated value Ho (Null hypothesis) can be accepted. I.e., H O: There is significant no relationship between the responses for the satisfaction level about fuel efficiency and
Maintenance when compared to other Branded cars in the market.
TABLE 1.10 SHOWING THE PRICE LIST OF HYUNDAI CARS
S.No 1 2 3 RESPONDEN TS
MAINTENANCE EXPENSIVE ECONOMY NO IDEA TOTAL
FREQUENCY 33 90 27 150
PERCENTAGE 22% 60% 18% 100%
It can be inferred from the table that 60% of the customers says the price of Hyundai cars are economy
TABLE 1.8 SHOWING THE PRICE LIST OF HYUNDAI CARS
In this case
22% of them responded EXPENSIVE 60% of them responded ECONOMY 18% of them responded NO IDEA
TABLE 1.11 SHOWING THE OFFERS EXPECTED FROM THE DEALERS
OFFERS FREE INSURANCE
DISCOUNT SERVICE PERIOD EXTENSION
FINANCE WITH 0% INTEREST
It can be inferred from the table more than half of the customers expect free insurance from the dealer
CHART 1.9 SHOWING THE OFFERS EXPECTED FROM THE
INFERENCE In this case 55% of them responded FREE INSURANCE
10% of them responded DISCOUNT 03% of them responded SERVICE PERIOD EXTENSION 32% of them responded FINANCE WITH 0% INTEREST
TABLE 1.12 SHOWING THE EXPECTATON FROM THE DEALERS
EXPECTATIONS INFORMATION ABOUT NEW CARS
INFORMATION ABOUT SERVICE AND MILEAGE
ASSISTANCE REGARDING LOANS AND INSURANCE
UNDERSTANDING CUSTOMER NEEDS
It can be inferred from the table more than half of the customers expect that dealers should understand their customer needs
CHART 1.10 SHOWING THE EXPECTATON FROM THE DEALERS
INFERENCE In this case 13% of them responded INFORMATION ABOUT NEW CARS 10% of them responded INFORMATION ABOUT SERVICE AND MILEAGE 20% of them responded ASSISTANCE REGARDING LOANS AND INSURANCE 57% of them responded UNDERSTANDING CUSTOMER NEEDS
TABLE 1.13 SHOWING THE CUSTOMER SERVICE OF THE SHOWROOM
S.No 1 2 3 RESPONDENTS
MAINTENANCE VERY SATISFIED SATISFIED DISSATISFIED TOTAL
FREQUENCY 112 33 5 150
PERCENTAGE 75% 22% 3% 100%
It can be inferred from the table more than 95% of the customers are
satisfied with the service provided by the showroom
CHART 1.11 SHOWING THE CUSTOMER SERVICE OF THE SHOWROOM
In this case
75% of them responded VERY SATISFIED 22% of them responded SATISFIED 03% of them responded NOT SATISFIED
From the analysis it is found out that more than half of the customers income ranges from 2500075000 From that analysis it is found out that around 80% of the customers know about the location of the showroom through their friends and road view. From that analysis it is found out that 73% of the customers are provided estimated delivery time. From that analysis it is found out that 88% of the customers feels inconvenience in parking. From that analysis it is found out that more than 90% of the customers are satisfied with the interior of Hyundai cars. From that analysis it is found out that nearly half of the customers expect free insurance from the dealers. From the analysis it is found that nearly 95%of the customers are satisfied with the service provided by the showroom.
The company can arrange for valet parking since 90% of the feels inconvenience in parking their car The showroom’s ventilation is poor thus
the customers are not satisfied at their waiting time The company can give offers and schemes to attract customers since more than half of the customers expect free insurance and discount on the sale of car According to surveyed respondents found that Mileage, Price, Style and the Comfort are the most sought after features one looks at, while buying a car. on the higher side is the fuel efficiency, the spare parts availability and maintenance costs are other features, Which one should look into buying a car, So manufacturer has to consider these aspects to attract and retain customers towards brand of company The results of the survey conducted showed that customers are eager to purchase a Hyundai branded cars. So the buying behavior of customers that most of the customers purchase a car based on Mileage followed by price and maintenance of car.
CHAPTER 9 CONCLUSION
According to the study it is found that the customers are satisfied in interior of Hyundai cars, fuel efficiency and maintenance and customer service of the showroom. There is a good relationship between the customers and the showroom staff.
Thought the overall level of customer satisfaction among the customers is good, still there are areas, which have to be considered. Such areas are identified and suggestions to improve the level of customer satisfaction are already cited. Thus, the organization has to sustain the present customer satisfaction level and also to implement measure to improve it further.
1. NAME : 2. ADDRESS : 3. CONTACT NUMBER : 4. INCOME GROUP a. 15, 000-25,000 c. 50, 000-75,000 b. 25, 000-50,000 d. Above 75,000
5. How do you come to know about this location of the Showroom? a. News paper b. Radio c. Television d. Friends e. Road view 6. Have you visited this Showroom Before? a. Yes b. NO
7. Is the parking sufficient? a. YES b. NO
8. Please rank the following features in order of priority while making a buying decision for a four wheeler? a. Aesthetic/Look b. Price
c. Mileage d. Maintenance
e. Company service comport
9. How do you find the interior of Hyundai? a. Very Good b. Good c. Satisfied d. Not so Good e. Not satisfied 10. Have you visited other Hyundai showroom before coming to this showroom? a. YES b. NO
11. What other Brand(s) did you seriously consider before coming to this showroom? a. Ford b. Skoda c. Maruthi d. Honda e. Toyota 12. What do you feel great about fuel efficiency when compared to other Branded cars in the market? a. Very Good b. Good c. Satisfied d. Not so good e. Not Satisfied 13. What do you feel great about maintenance when compared to other Branded cars in the market? a. Very Good b. Good c. Satisfied
d. Not so good e. Not Satisfied
14. What’s your opinion on the price list of Hyundai Cars? a. Expensive b. Economy c. No idea 15. What kinds of offer do you expert from the Dealers? a. Free insurance b. Special discount on sale of car c. Extending the service period d. Finance availability with 0% interest 16. What more do you expert from dealer? a. Information about New Cars b. Information about Service and Mileage c. Assistance regarding loans and Insurance d. Understanding customer needs 17. Are you satisfied with the Customer services of the Showroom? a. Very satisfied b. Satisfied c. Dissatisfied 18.
Suggestions………………………………………………………………………… ……………………………………………………………………………………… ………………………………………………………………………………………
Marketing Management -Ian Andrew, 11th edition, 2004. Mount Hill Publications. Research Methodology – C.R. Kothari, 2nd edition, Re – print Edition 2000. Vishws Prakashan Publications, New Delhi. Market Research – Mario van Hamersveld, 9th edition, Re – print Edition 2003.
WEB SITES :
www.google.com www.hyundai.com www.dschyundai.co.in