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.