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A PROJECT REPORT ONCustomer Satisfaction Level of Hyundai Motors in Nanded RegionAt

Jaya Hyundai Sujaya Enterprises Pvt. Ltd. Nanded.

SUBMITTED BY

BALAJI N. ANCHEWAR(BATCH 2010-11) UNDER THE GUIDENCE OF

Dr.Prof .M.S.DESHPANDESUBMITTED TO

S.R.T.M.U.NANDEDIN PARTIAL FULFILLMENT OF TWO YEARS FULL TIME COURSE MASTER IN BUSINESS ADMINISTRATION

(MBA) SCHOOL OF COMMERCE AND MANAGEMENT SCIENCE

NANDED ACKNOWLEDGEMENTThis project is not an individual effort but a collection of efforts by each and every member associated with it. Working with JAYA HYUNDAI, SUJAYA ENTERPRISES PVT. LTD. has been an educative, interesting and motivating experience. I would hereby like to extend my gratitude to the following people without whose co-operation and help at every stage the successful completion of the project would not have been possible. First of all, I would like to express my profound gratitude and a sincere thanks to employee and Manager of JAYA HYUNDAI PVT. LTD. for his valuable time and educative guidance. His constant support and practical approach helped make the project more objective. It is wonderful experience working with JAYA HYUNDAI PVT. LTD. which is itself a privilege. I would also like to take this opportunity to thank SCHOOL OF COMMERCE AND MANAGEMENT SCIENCE, SANGLI and Director Dr. J.V.JOSHI for providing me the opportunity to put the theoretical inputs gathered at the institute to practice. I also feel a sense of gratitude towards Dr.Prof. M.S.DESHPANDE , my internal project guide who took personal interest in the progress of the project.

BALAJI ANCHEWAR

MBAII- Marketing

PREFACE

For a management student theoretical knowledge as well as practically orientation exposes oneself to experiences, one can again be mastering it is best possible time. MBA curriculum has been fine-tuned in such a way that a student not applies the theoretical knowledge but also again it in a practical sense. Thus objective can be attained through application of theory tools concepts and techniques of Management Balanced theoretical and practical knowledge are essential for every student and MBA curriculum is conceived in such a way so as to facilitate practical purpose. To procure this objective the research undertook the project TO STUDY THE CUSTOMER SATISFACTION LEVEL OF HYUNDAI MOTORS IN NANDED REGION

Chapter 11) INTRODUCTION1.1) Automobile Sector in IndiaOne of the major industrial sectors in India is the automobile sector. Subsequent to the liberalization, the automobile sector has been aptly described as the sunrise sector of the Indian economy as this sector has witnessed tremendous growth. Automobile Industry was delicensed in July 1991 with the announcement of the New Industrial Policy. The passenger car industry was, however, delicensed in 1993. No industrial licence is required for setting up of any unit for manufacture of automobiles except in some special cases. The norms for Foreign Investment and import of technology have also been progressively liberalized over the years for manufacture of vehicles including passenger cars in order to make this sector globally competitive. At present 100% Foreign Direct Investment (FDI) is permissible under automatic route in this sector including passenger car segment. The import of technology/technological upgradation on the royalty payment of 5% without any duration limit and lump sum payment of USD 2 million is also allowed under automatic route in this sector. With the gradual liberalization of the automobile sector since 1991, the number of manufacturing facilities in India has grown progressively. INTRODUCTION OF THE PROJECT The introduction of the project is very essential for research purpose. The study of customer satisfaction level of Hyundai motors is the study of satisfaction and delightedness to the Hyundai motors. This study helps to know the likeliness, brand image, strength & weakness of the product. This determines the sales promotion. This project would be beneficial to know the feedback of the customers & also the way to provide better facilities and services to the customers.

Since the four wheelers are generally used by high profile people, they look towards the luxurious look, safety and the beautiful interior. In this project their satisfaction towards their demand is checked out.

1.2) OBJECTIVES OF THE STUDYIn the current scenario of cutthroat competition, every company invest in some new technology for their expansion & to maintain the quality, reduce the cost & to produce the new product. My objective in this survey is to study the demography of customers in Nanded region and determining the satisfaction level of customers in Nanded region. 1.2.1) PRIMARY OBJECTIVES:1.

To segment the potential customers in Nanded for Hyundai Motors. To study the satisfaction level of customers of Hyundai motors in Nanded region. To understand the gap between company offering and customers requirement

2. 3.

1.2.2) SECONDARY OBJECTIVES:1. To study the services given by Jaya Hyundai Pvt.Ltd. In terms of servicing, warranty, maintenance and repairing. 2. To analyze Customers opinion about Quality and Pricing policies. 3. To study the factors influencing on the buying behaviour of the customers. 4. To know the grievances of customer, if any. 5. To study the eagerness to buy Hyundai motors among the customers.6. To find out the brand awareness/perception in society about Hyundai motor

1.3) RESEARCH METHODOLOGY1.3.1) RESEARCH DSIGN

Research

design

is

the

plan,

structure,

and

strategy

of

investigation conceived so as to obtain answer to research question and to control variance. The definition consists of three important terms plan, structure and strategy. The plan is an outline of the scheme on which the researcher is to work. The structure of the research is more specific outline or the scheme and the strategy show how the research will be carried out, specifying the method to be used in the collection and analysis of the data. From the definition it is thus evident that research design is more of a blueprint of the research. It can be compared with the plan of house, which lays down the method and procedure for the collection of requisite information and its measurement and analysis with a view of arriving at meaningful conclusion at the end of the proposed study. 1.3.2) Types of research design It should be remembered that there is no perfect research design. Research design has been classified under three broad categories as under: 1) Exploratory study 2) Descriptive study 3) Casual study I have used descriptive research design for the project. This type of design is used when the researcher is interested in knowing the characteristic of certain groups such as age, sex, education level, occupation or income. Other cases where it is used when the researcher is interested in knowing the proportion of people in a given population who have behaved in a particular manner, making projections of certain thing or determining the relationship between two or more variables. This is factual and well structured approach. I have used the cross sectional survey technique where I got the information from preparing the questionnaire and the used it for the analysis.

1.3.3) THE TWO SOURCES OF DATA (1) Primary data

SECONDARY DATA PRIMARY DATA SOURCES OF DATA

(2) Secondary data

FIG. 1 SOURCES OF DATA

(A) Primary Data: It is the information obtained from original sources by the researcher. It can be gathered slowly at a high cost. But it offers much greater accuracy and reliability. It gives latest information. The following method was used for obtaining the primary data: (a) Survey technique (Questionnaire): It is very effective method of conducting surveys. According to this method a well organized questionnaire was prepared by the researcher. The questionnaire was given to every customer of v-belt, and their responses were recorded by means of questionnaire. The responses were recorded by personally visiting the customers in different blocks of Nanded city. The questions were short, simple, easily understandable, direct, pointed, well phrased and had one interpretation or meaning.

(B) Secondary Data: This data provides a starting point for research and offers the advantages of lower cost and quicker availability. It was collected by the researcher by referring company records such as invoices, sales figures etc. 1.3.4) SAMPLE DESCRIPTION Sampling is the method of selecting a sample from the given universe with view to draw conclusions about the universe. Sample means representative of universe selected for the study. The sampling plan can be broadly divided into two types. 1. 2. Probability Sampling Non-Probability Sampling

In Probability Sampling every unit in the sample size has an equal opportunity of getting selected. In Non-Probability sampling every sample unit in the sample size does not have an equal chance of selection. There is some bias during the selection of sample unit.

These two sampling techniques are further subdivided into various types. 1.3.5) Sample Size

:size.

For the purpose of completing this project report, I took 100 customers as a sample

1.4) LIMITATIONS OF THE STUDYLimitation of the study can be summarized as below. 1.4.1) GEOGRAPHICAL CONSTRAINTS The study was conducted in Nanded region which has the customer base for Jaya Hyundai are more in number. For carrying out the research according to the title of the project, the users of the Jaya Hyundai in Nanded region are 100. 1.4.2) TIME CONSTRAINTS The time constraint i.e. duration of the study was just 2 months so sample size was 100. The study was carried out with the customers from entire di