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PROJECT REPORT ON
“A STUDY ON CUSTOMER SATISFACTION WITH SRECIAL REFERENCE TO HYUNDAI SMALL CARS”
Submitted By
SHASHANK U
1IA12MBA18
To
VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM
In partial fulfillment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
Under the guidance of
INTERNAL GUIDE EXTERNAL GUIDE
DR.SATYA S VINAY
PROFFESOR SALES MANAGER
AIT, BANGALORE ADVAITH HYUNDAI,
BANGALORE
Department of MBAAcharya Institutes Of Technology
Acharya Dr. Sarvepalli Radhakrishnan Road,Acharya Post Office,
Bangalore-560 107, Karnataka, India
2012-2014 BATCH
DECLARATION BY THE STUDENT
I, SHASHANK U hereby declare that the Project report entitled “A STUDY ON
CUSTOMER SATISFACTION TO HYUNDAI SMALL CARS” with reference to
ADVAITH HYUNDAI is prepared by me under the guidance of DR.SATYA SURESH, Prof
Department of MBA , Acharya Institute of Technology, Bangalore.
I also declare that this Project work is towards the partial fulfillment of the University
regulations for the award of degree of Master of Business Administration by Visvesvaraya
Technological University, Belgaum.
I further declare that this Project is undertaken by me and has not been submitted for the
award of any degree/ diploma from any other University/ Institution.
PLACE: BANGALORE
DATE: 05/06/2014 Signature of the Student.
Acknowledgement
Life of human being is full of interactions. No one is self-sufficient by himself whenever anyone is doing some serious and important work a lot of help from the people concerned is needed & one less specially obliged towards them. I cannot forget acknowledging them in few words as without the guidance & co-ordination of them in my project report would not have been possible.
A large number of individual contributed to this project. I am thankful to all of them for their help and encouragement.
First of all I owe my heartfelt gratitude to my external guide Mr. VINAY for his noble guidance throughout the completion of the Project.
I would also like to than Prof. Dr SATYA SURESH of Acharya Institute of Technology for her guidance, inspiration, and constructive suggestions, which helped me in the Project.
I must also thank the management of ADVAITH HYUNDAI for providing excellent opportunity and environment to be able to pull my project through. Cooperation of the staff is also gratefully acknowledged.
Last but not least, also give my sincere thanks to all the people to directly indirectly have help and encourage me in finding the way to us collecting the requisite information and completing the project effectively and timely.
Table of contents
Chapter No Title Page no
Chapter 1
Introduction
Introduction about the internship 01
Topic chosen for the study 03
Need for the study 03
Objectives of the study 04
Scope of the study 04-05
Methodology adopted 05
Literature review 08
Limitations of the study 09
Chapter 2
Industry profile and company
profile
Industry profile 10-16
Company profile 17-21
Vision, mission and quality policy 22-23
Products/services profile 25-29
Areas of operation 29
Competitors information 29
Swot analysis 30-31
Future growth and prospects 32
Financial statement 32
Chapter 3
Theoretical background of the
study
Theoretical background of the study 33-41
Chapter 4
Analysis and interpretation of the
study
Analysis and interpretation 42-67
Chapter 5
Summary of findings, conclusion,
and suggestions
Summary of findings 72
Conclusion 73
Suggestions or recommendations 74-75
Bibliography 76
Annexure 77-80
List of tables
Table no Particulars Page numbers
Table - 4.1 Table showing Respondents based on Gender 42
Table - 4.2 Table showing Respondents based on Marital status 44
Table - 4.3 Table showing respondents based on Age Group 46
Table - 4.4 Table showing respondents based on Occupation: 48
Table - 4.5 Table showing no of respondents based on the monthly
income level
50
Table - 4.6 Table showing respondents based on features that are most
important
52
Table - 4.7 . Table showing respondents based on overall impression of
Hyundai Cars
54
Table - 4.8 Table showing percentage of satisfaction level of features of
Hyundai
56
Table - 4.9.1 Table showing percentage in satisfaction level of service and
products of Hyundai
58
Table - 4.9.2 Table showing percentage in satisfaction level of service and
productsof Hyundai
60
Table - 4.10 Table showing respondent who agree Hyundai cars provide
better service
62
Table - 4.11 Table showing respondents of the option of home delivery of
your booked car
64
List of figures and chart
Table no Particulars Page numbers
Chart- 4.1 Chart showing Respondents based on Gender 43
Chart- 4.2 Chart showing Respondents based on Marital status 45
Chart- 4.3 Chart showing respondents based on Age Group 47
Chart- 4.4 Chart showing respondents based on Occupation: 49
Chart- 4.5 Chart showing no of respondents based on the monthly
income level
51
Chart- 4.6 Chart showing respondents based on features that are most
important
53
Chart- 4.7 Chart showing respondents based on overall impression of
Hyundai Cars
55
Chart- 4.8 Chart showing percentage of satisfaction level of features of
Hyundai
57
Chart- 4.9.1 Chart showing percentage in satisfaction level of service and
products of Hyundai
59
Chart- 4.9.2 Chart showing percentage in satisfaction level of service and
products of Hyundai
61
Chart- 4.10 Chart showing respondent who agree Hyundai cars provide
better service
63
Chart- 4.11 Chart showing respondents of the option of home delivery of
your booked car
65
EXECUTIVE SUMMARY
Marketing plays a crucial role in establishing a business in the market. A good product if not
marketed properly has a high chance of failing. Marketing helps the companies to establish their
brand in the minds of the customers. Marketing Strategies are tools through which the company
markets itself. Marketing strategies change according to the type of product, demographics and
various other factors. Hence it becomes imperative for a marketing manager to keep these factors
in mind before formulating a marketing strategy.
This study focuses on determining the effectiveness of the marketing strategies of the company.
A sample size of 50 was selected amongst the clients of the company and a study was conducted
through a questionnaire. The Results obtained from the questionnaire were analyzed and
interpreted and the data was converted into useful information.
The information obtained was studied and the strengths and the drawbacks in the marketing
strategies of the company were identified and relevant suggestions were made to help the
company perform better in the market.
Results also showed that majority of the clients were satisfied with the service provided by the
company and plan to remain business associates with the company on the long run. The reasons
for this were identified and highlighted and presented before the company to build upon.