You are on page 1of 50

A

PROJECT REPORT ON

CUSTOMER SATISFACTION SURVEY CASTROL OIL IN SAGAR

2013-2014 Submi !" T#


$!%&' m!( #) M&(&*!m!( S u"+ INFINITY MANAGEMENT , ENGINEERING COLLEGE I( -! Fu.)i..m!( #) -! R!/ui'!m!( )#' -! P'#0!1 O) M&2 !' #) 3u2i(!22 A"mi(i2 '& i#(
U("!' -! Gui"&(1! #) MR4 AA5AS6 C6OU$6ARY S6RIVASTAVA
1

Submi !" 3+ S6U36AM M434A II N$ SEM

Declaration
I hear by declare that every part of this project report entitled CUSTOMER SATISIFACTION SURVEY CASTROL OIL IN SAGAR is genuinely prepared and organized by my own knowledge, sensibility, originality and hard work under the guidance and supervision of my teachers. he survey that I have conducted on the basis of which this report is formulated was held in !agar city by the customers of "astrol #il. I acknowledge that with best of my knowledge the report does not contain any work which has been submitted for the award of any degree anywhere if the respected e$aminers detect anything wrong in relation to this report of mine I re%uest him not to award me any sort of graces marks for my work.

S6U36AM S6RIVASTAVA &nd semester

&

Certificate
his is to certify that the project report titled CUSTOMER SATISIFACTION SURVEY CASTROL OIL IN SAGAR is prepared by S6U36AM S6RIVASTAVA student of '() *hons+ ,th semester under the guidance of faculty MR4 AA5AS6 C6OU$6ARY for the parcial fulfillment of M&2 !' OF 3u2i(!22 A"mi(i2 '& i#( 76ONS8 is satisfactory in respect of. his work done has been carried to our satisfaction and it is a bonafied presentation of work by her under the guidance and supervision.

SIGNATURES:________________________ HEAD OF THE DEPARTMENT ___________


!-./01I!#0

___________
/2)'I3/0

PREFACE
he project work is field which uses tools and techni%ues to transfer subjectivity in the environment into objectives also the findings of the research when applied show results which can be measured and evaluated so there is feedback this is what makes it a dynamic activity. his survey is analytical study of a different fact of product were focus is given on the brand image. he idea behind this project is to give knowledge and to make them to face real life situation. he project survey is commonly used for the collection from the respondents through %uestionnaire with sample size 56 in this statistical techni%ues have been used systematically. survey is not only with my own efforts but also that of others. his project report

ACKNOWLEGEMENT
I was fortunate enough to get support from large number of people so I owe a great many thanks to great many people who have helped and supported me in the preparation of this project report. It is my privileged to e$press my gratitude towards respected MR4 AS6FA9 SI$$I9UE *7#8+#f 8epartment #f (usiness 'anagement INFINITY MANAGEMENT AN$ ENGINEERING COLLEGE SAGAR a person with substance of genius, e$cellence in teaching skills for their guidance, cooperation and moral support and also for giving us there valuable time. I would like to give special thanks to MR4 AA5AS6 C6OU$6ARY for their guidance and inspiring nature has made possible the formulation of this project thank you mama for your valuable suggestion, "ooperation and supportive hands which you have kept upon me. I would like to give sincere thanks to all my faculty members9 hank you teacher:s for your skillful knowledge guidance, cooperation, supportive hands. I also wish to e$press my indebtedness to my parents as well as my family member whose blessings and support always helped me to face the challenges ahead. )t the end I would like to e$press my sincere thanks to all my friends and others who helped me directly or indirectly during this dissertation work.

Table of content
PARTICULARS C!' i)i1& ! $!1.&'& i#( A1:(#;.!"*!m!( P'!)&1! C6APTER -1 I( '#"u1 i#( I"!( i)i!" P'#b.!m N!!" #) -! S u"+ Ob0!1 i<! &(" S1#%! C6APTER = 2 M! -#"#.#*+ R!2!&'1- "!2i*( $& & C#..!1 i#( S&m%.i(* P'#1!"u'!
;

PAGE NO4

S&m%.i(* P.&( C6APTER = 3 $& & A(&.+2i2 &(" I( !'%'! & i#( A(&.+2i2 7S & i2 i1&. T##.28 $i2*'&mm& i1 R!%'!2!( & i#( C6APTER 4 Limi & i#(

C6APTER 1

Su**!2 i#( C#(1.u2i#( 3ib.i#*'&%-+ 9u!2 i#((&i'!

INTRO$UCTION

<

INTRO$UCATION
he automobile industry today is the most lucrative industry. 8ue to the increase in disposable income in both rural and urban sector and easy finance being provided by all the financial institutes, the bikes sales have increased rapidly over the corresponding period in the previous year. =urther competition is heating up in the sector with a host of new players coming in to venture in the Indian markets. #ne factor that could help the companies in the marketing of their product is by knowing and creating a personality for their brands. his report attempts to answer some of the %uestions regarding service and satisfaction level of "astrol (ike >one in India by conducting the market research. his report is categorized into parts, deals with introduction to "astrol (ike >one, companies selected, product and the industry.
?

he behaviour of the customers can be studied by knowing their perceptions about the bikes in the market and about the possible entrants in the market. his research will help in knowing what a customer *or a potential customer+ thinks about the service and satisfaction level with "astrol (ike >one and what are the possible factors guiding a possible revisit. !imilarly, the idea of measuring the customer satisfaction will serve the same purpose of determining the customer perception. hus, by measuring the willingness of e$isting users of a bike to recommend it to others will help the "astrol (ike >one to chalk out the entire "ustomer (ehaviour. he report shall attempt to answer some of the %uestions regarding service and satisfaction level at "astrol (ike >one serviced bikes in (angalore by conducting a market research. he market research will be helpful for the service centres in India to find out the possible gaps between the customer e$pectations and the present market offerings. his way these service centres will be able to find their share in the ever@e$panding Indian market pie. he research will track the customer satisfaction in the following two layers9 .roduct related .arameters 8ealers related parameters he customer satisfaction inde$ will be calculated for the bikes taken into consideration. It will be mainly a primary research and the information will be gathered from both primary and secondary research. he study will analyze the applicability of

e$isting research concepts, theories, and tools for evaluating consumer satisfaction. It is true fact that if you are satisfied you recommended to others. Bord of mouth and customer satisfaction play a very important role in determining market perception about a service centre. It is the market perception that determines the success of a service centre and so it is very important for the service centres to measure the willingness of e$isting users of a product to recommend it to others. he same is a lot of interest to customers as well for it helps them make the service decision. ) bike is one of the most significant purchases that an Indian consumer makes and this project addresses the most important %uestion that perple$es bike service centres9 What makes Winning Customers Trust and willingness of a product to recommend it to others by him? he project highlights the factors that influence the service centre decision of a consumer. he factor under consideration would be9 .rice echnical =acilities

!ervice ime
16

(ike 7andling !taff Cnowledge =inance schemes "ustomer satisfaction inde$9 some of the most advance thinking in the business world recognizes that customer relationships are best treated as assets, and that methodical analysis of these relationships can provide a road map for improving them If you cannot measure it, you cannot improve it ! "ord William Thomson #elvin $%&'()%*+,-

'ajor attributes of customer satisfaction can be summarized as9 .roduct %uality .roduct packaging Ceeping delivery commitments .rice 0esponsiveness and ability to resolve complaints and reject reports #verall communication, accessibility and attitudes

11

V&.u!2

3!(!)i 2

F!& u'!2

A 'ibu !2

Be cannot begin to address the customer satisfaction issue we define the parameters and measures clearly. he customer satisfaction inde$ represents the overall satisfaction level of that customer as one number, usually as a percentage he fact that word of mouth sales are a big deal in this industry has also helped. Industry players and market surveys reveal that &6@46 percent of sales are through word of mouth. =or the purpose of the project has undergone through !urveying the relevant consumer base through e$haustive %uestionnaire. -nderstand the elements underplaying in each segment 8educing )n analytical overview through different statistical methods
1&

0ecommendation comes from satisfaction and satisfaction comes from

.elationship /uality

Product Quality

Service Quality

14

O<!'<i!; #) C&2 '#. 3i:! >#(!

ransparency in #perations9 "ustomer can wait at the swanky waiting lounge in (ike>one and can see his bike being serviced by professional and e$perienced mechanics that have been trained by the "astrol raining eam. he !pare parts used are genuine and prior approvals are taken from the customer before commencing any work. .ersonalized )ttention9 he service advisor ensures that all customers get undivided attention and all their problems are noted down systematically and solutions provided as per the problems. /$pert 'echanics9 he 'echanics who treat the bike are e$tremely professional and trained in their work. 7igh ech /%uipments9 7igh Euality ools, 0amps and other e%uipments are used to treat the customers: vehicles. /$treme care is taken to deliver a world class e$perience to the customer.

1,

"urrently (ike >one has A; #perational across 1? cities in India, and is rated as one of the top &6 franchising opportunities. .resent (ike >one 3etwork (ike >one 3etwork wants to grow to &&6 operating sites by end of &66?. Bith the present set of operating stores, (ike>one network satisfies around ,5,666 customers per month which itself speaks of high %uality and great brand value this set up brings to customers. .lans to sell /$clusive (randed 'erchandise like 7elmets, (ike "overs, and !ecurity !ystems are underway . he products would be in the 0etail market through the (ike>one !et up by end of april@&66? Bith Increased focus and a dedicated team, (ike>one is poised to touch greater heights.

15

IN$ENTIFIE$ PRO3LEM
'illions of drivers across the world are unaware that their car engines are being needlessly worn away. !o what is this unseen damageF )nd why does it happenF he problem with some conventional motor oils is that as soon as your engine is switched off, the oil begins to drain from the engine parts, dripping to the bottom of the sump. #nly when your engine is started again does it begin to circulate G but this takes time so there:s a crucial period when key components are most vulnerable to the intense forces at work within the engine. 012 2334 12 536. 748I47 I2 2WITC97: 3;; IT <78I42 T3 :.1I4 ;.3= 536. 748I47 >1.T20 "astrol:s scientists have discovered that up to <5H of engine wear occurs during warm@up. he resultF he engine:s critical parts suffer needless damage. he effect of wear on some parts is so dramatic you can actually see, hear and feel it. SO ?6AT CAN 3E $ONE@ "astrol 'agnatec is the result of almost &6 years of continuous development by the scientists and engineers at "astrol:s many technology centres around the globe. heir latest development is the Iultra@refining: of the key component that provides the clinging protection in "astrol 'agnatec:s uni%ue formulations. !ee "astrol 'agnatec:s solution to engine wear. 0eady to protect your carF =ind the right oil for your engine and see where to buy "astrol 'agnatec.

1;

NEE$ OF T6E STU$Y


/very dimension of market orientation emphasis the ability of intermediaries in order to continuously sense and act on the events and trends in present and prospective markets. oday:s highly sophisticated life makes the marketer to know the pulse of the market. If companies want to survive in the competitive market they have to identify the needs of the customer and try to fulfill them. ) market study is a snap shot at a point of timeJ this is because the need of consumer is dynamic. herefore heKshe is always looking for something new to be satisfied. he last few decades have seen companies operating in a highly competitive environment. he economy is referred to as CUSTOMER $RIVEN

Bith firms allowing to customers to dictate specifications and %uality standards and also working out corporate strategies evolve around the consumer. 7owever this is not an easy task because the consumers are moving market and each consumer behaves uni%uely at the market place. he ultimate success of any marketing program will depend upon the way the consumer behaves and whether hisKher behavior is indicative of acceptance of the product or services offering from the firms. "onsumer behavior is not predictable. "onsumer needs are dynamicJ therefore, heKshe is always looking for something new to satisfy new needs. his is the reason why the consumer satisfaction has emerged as a separate research area of
1<

study since, the past few decades. he study has been undertaken to determine CONSUMER 3UYING 3E6AVIOUR the research has been taken up in analysis of CONSUMER 3UYING 3E6AVIOUR with reference to CASTROL OIL in a customer driven, need based market.

O3JECTIVE OF T6E STU$Y


he main objective of the study is to identify the consumer buying pattern with "astrol #il. o analyse the number and percentage of respondents owning "astrol #il on the basis of income, occupational level. o analysis the percentage of respondents owning "astrol #il on the basis of the causes and sources of awareness. o analysis the preference of "astrol #il on the basis of price. o analysis the result of consumer satisfaction on the basis of future purchase and comparison of "astrol #il with other brands.

1?

SCOPE OF STU$Y
!cope covers only "astrol owners. heir preference is on basis of various factors and consumer satisfaction level is on basis of future purchase and comparison with other brands. he survey is conducted at the company service center at 'umbai. he sample survey is taken for a number of 56 "astrol customers.

1A

C6APTER 2

RESEARC6 MET6O$OLOGY

&6

RESEARC6 MET6O$OLOGY
R!2!&'1- M! -#"#.#*+ 0esearch methodology is a way to systematically solve the research problem. It can be understood as a science of studying how research is done scientifically. It takes many dimensions and research methods to constitute a part of the research methodology. hus when we talk of research methodology, we not only talk of the research methods but also consider the logic behind the methods used in conte$t of the research study in such a way that results are capable of being evaluated either by the researcher himself or by others. -nder this head, the methods and techni%ues used in preparing this report are discussed. R!2!&'1- P'#1!22A

Information 4eed ;elt

2econdary .esearch

:efine .esearch 3b?ective

>rimary .esearch

>repare .esearch :esign

Tabulation and 1nalysis

:esign .esearch =ethodology

&1

.eport Writing and >resentation

$!2i*( R!2!&'1- M! -#"#.#*+ he research methodology selected was influenced by the target population i.e. the 7yundai car owners. he major parts of the research methodology were9 M! -#" #) $& & C#..!1 i#( (oth, secondary as well as primary methods were used. S&m%.i(* P.&( !ampling echni%ue G 3on .robability .urposive and "onvenience !ampling !ample -niverse G )ll the "astrol !hope owners in !agar !ample =rame G !)L)0 !ample -nit G )ll respondents !ample !ize G 56 9u!2 i#((&i'! $!2i*( he %uestionnaire was designed in order to meet all the primary and secondary objectives of the study. S 'u1 u'!" #%!( &(" 1.#2! !("!" /u!2 i#((&i'! ;&2 u2!"4 P.&( &(" $# S!1#("&'+ R!2!&'1S!1#("&'+ $& &

&&

It included the data like Indian )utomobile Industry, 3eed for "onsumer behaviour and (uyer 5 !tep process. S!1#("&'+ $& & S#u'1!29 Internet, "ompany profile, brochures. P.&( &(" $# P'im&'+ R!2!&'1P'im&'+ $& & .rimary data was collected via Euestionnaire. P'im&'+ $& & S#u'1!2A .rimary data is collected directly by meeting the consumers who own 7yundai "ars T&bu.& i#( &(" A(&.+2i2 he analysis of data involved a number of closely related operations such as establishment of categories, the applications of these categories into raw data through tabulation, charts etc and then drawing inferences. )ll analysis was univariate in nature and was of !imple tabulation type. In this report mostly judgmental analysis was applied. he data collected were grouped into research characteristics and further subjected to segmentation and then the scores were obtained by using tally bars. he scores and percentage are presented in tables, graphs and charts. (y percentile inferences were drawn. /very table for each test is represented through charts and graphs. R!%#' ?'i i(* &(" P'!2!( & i#(

&4

)fter analysis, the ne$t step was the preparation of report.

he report was

prepared according to the report writing principles. he inferences drawn from the analysis have been incorporated in the report along with the recommendations M limitations of the study.

&,

LIMITATIONS OF T6E STU$Y


3o project is ideal. In reality different problems were encountered which acted as limitations of the project such as@ !ome of the respondents ;!'! (# '!&"+ # '!<!&. '!.!<&( i()#'m& i#( which was re%uired for the project. (ecause the information collected from the customers by meeting them at their working places, company service centers, during the business hours, or at the parking lot where they may or will be busy with some other work, the information e$tracted would not be sufficient from the respondents. here was im! 1#(2 '&i( 72 m#( -28 for completing the entire project and meeting all the objectives. 8ue to which only 166 no. of respondents could be surveyed, who represents the population he study is limited to 'umbai city only.

&5

C6APTER 3

$ATA ANALYSIS AN$ INTERPRETATION

&;

Fi("i(*2 , A(&.+2i2 914 N# #) P'#b.!m2 !B%!'i!(1!" i( +#u' V!-i1.! 3one #ne wo hree or 'ore

I( !'%'! & i#(A

&<

)s per the analysis shows, .roblems /$perience seems to be the most important reason for servicing the bike. !imilarly, the performance needs like mileage, speed, stability at higher speed etc. adds to the motives for servicing the bike. 924 N# #) im!2 +#u -&<! '! u'(!" )#' 2&m! %'#b.!m 3one #ne wo hree or 'ore

I( !'%'! & i#(A


&?

It clearly indicates that most of the customers got solved their problems in the first visit itself at "astrol (ike >one, similarly few customers were also returned for the same problem due to some reasons 934 P.!&2! '& ! +#u' C&2 '#. 3i:! >#(! #( -! u("!'2 & !" %&'&m! !'2 #( -! 21&.! #) 1 # C ;-!'! 1 & 4 , 5 7ighly !atisfied !atisfied 3eutral 8issatisfied 7ighly 8issatisfied 1 2 3 4 C

P&'&m! !'2 /ase of #btaining appointment for !ervice 8istance * .ro$imity+ echnical =acilities "ost of !ervice )vailability of !pares Information .rovided !ervice ime "harges !taff (ike 7andling * 8elivery M service+ )ssured "ustomer ransactions )mbience of !ervice "enter

&A

=inance * "redit+ !chemes

8ealers are the middle men between a bike manufacturer and its customers. 8ealer thus becomes the most important link in joining the company to its customers as he is the person who will sell the product, will deliver it and will keep on providing the after sales services to the customers as and when re%uired. !o, it becomes necessary automatically to study dealer as a part of customers: satisfaction journey with the product called bikeN

46

I( !'%'! & i#(A )mong all the listed factors "astrol (ike >one is fares the best among all its counter parts in terms of dealer density which is %uite obvious. )lso, the cost of service provided by "astrol (ike >one is also satisfied by the most of customer. !imilarly, "astrol (ike >one emerges out as the clear winner among its competitors through its e$cellent services, we say all thanks to the vast, e$tensive and well managed service system.

41

944 6#; "# +#u '& ! -! b'&(" im&*! #) +#u' S!'<i1! C!( !'@ 1 1ery Oow & 4 , 5 1ery 7igh

I( !'%'! & i#(A )s per the analysis, "astrol (ike whose brand image is most preferred in the market. his is because of the reason, that it:s from the house of "astrol, a Oondon company known for its overall image. !imilarly due to few reasons few customers were rated as Oow image about the (ike >one.

4&

9C4 P.!&2! '& ! +#u' %!')#'m&(1! #) +#u' bi:! &) !' 2!'<i1! #( -! 21&.! #) 1 #C 1 & 4 , 5 7ighly !atisfied !atisfied 3eutral 8issatisfied 7ighly 8issatisfied

P&'&m! !' =uel "onsumption 'ileage * CmKltr+ .ick -p !tability at higher speed op speed

44

I( !'%'! & i#(A he customer choice of the bike highly depends upon the performance and maintenance costs of the bike. his is the reason why this class of parameter was chosen for this study. )nd the results show that "astrol (ike >one fares the best service in its segment as most efficient service of all. !o this segment shows a mi$ed bag of response for the =uel efficiency and mileage parameter etc. (ike >one performs consistently on all the parameters and all serviced bikes fares really well on pick up whereas it fares somewhat badly on fuel consumption and op !peed.

4,

9C4 R!&2#(2 )#' 1-##2i(* 3i:! >#(! 7'& ! b!2 3 )&1 #'2 )'#m 1 # 3 i( #'"!' #) +#u' %'!)!'!(1!8 1. )ffordable price &. echnical superiority over competition 4. "omfort ,. 'anufacturer:s image 5. 1alue for money ;. !afety

45

I( !'%'! & i#(A Indian market is still the hard nut to crack for most of the automobile manufacturers. hough the Indian bike industry is among the fastest growing he most important reason for choosing "astrol bike markets of the world still the Indian psyche is too comple$ for the manufacturers to understand. (ike >one seems to be "omfort, 1A of the respondents suggested that 'anufacturer:s Image, )ffordable prices are the most important factor while choosing a bike zone. his is the reason why 15 of respondents were satisfied with the "astrol (ike >one. his reason is also followed by I1alue for money: where the customers look for the best product, best services and best repute all bundled in one with the best deal they can strike. his e$plains 1; of respondents were told that "astrol (ike >one proves 1alue for 'oney.

4;

9D4 ?i.. +#u '!1#mm!(" # +#u' )'i!("2@ Pes 3o

I( !'%'! & i#(A It seems logical that satisfied customers will someday become loyal customers, in other words there is a positive correlation between customer satisfaction scores and customer buying behaviour. If a customer rates the "astrol (ike >one very high in satisfying his or her needs, the bike >one should e$pect more referrals and this is reflected in the analysis that 4; of our respondents say that they will refer their car to their friends M relatives.

4<

$!m#*'&%-i12A

Be surveyed 4? people who belonged to various age groups. he survey of , age groups was done. he four age groups were9 Oess than &1 years &1 @45 years 4;@5, years 'ore than 55 years

4?

C6APTER 4

LIMITATION

4A

LIMITATION Oimitations of the study9 )ll the research projects are hindered in their smooth flow by some unforeseen problems. he problems arise in the form of constraints by time and scope of the study. follows9 ) strong unwillingness on the part of the owners of various bikes, to participate and aid the research. !ampling error9 the research include a sample size of 4? customers which is not enough to determine the brand perception of the consumers for servicing the bikes. !ince its not a census survey there is always a chance of error while e$trapolating the results of a sample study over the population especially in those researches where the %ualitative aspects are concerned. !o it:s always doubtful to map the %ualitative aspects using a %uantitative measure. he study was limited to the geographical region of !agar he current project was also faced by certain problem. !ome of the problems faced in the course of the research are as

,6

SUGGESTION 1. Improve the model &. /stablish more service centers and provide the best service. 4. "ome with a Iclean proposal:. 3ever hide the facts, be honest in selling your vehicles, in describing the .O-! K 'I3-! facts, customers friendly attitude is a must for any (usiness 8eal. ,. !pare parts should be made available at lower rate. 5. .lease provide 7igh@way horn and reverse horn. ;. "hange the look and increase the 'ileage consumption. <. 'aintain the same demand in the market. ?. Introduce more colours in accent. A. 0educe some bit in the price of $ing. 16.8ropping facility should be provided. 11.Improve crash safety in all the 7yundai vehicles.

,1

C#(1.u2i#( o conclude, the results show that the "astrol (ike >one is playing on the peripheral cues to maintain their otal 0elationship 'anagement and connect to the customers both present and potential. he (ike >one is operating in a highly aggressive and competitive global market place and this climate has led to the emphasis on %uality in all aspects. E' focuses on integration and coordination as well as the continuous improvement of all activities and processes. otal 0elationship 'anagement * 0'+ is a very recent marketing strategy and philosophy. It focuses on and is concerned with all integrated internal and e$ternal activities within the organizations. hese two terms are integrated by the "astrol by building good %uality products and building good relationship with "onsumers through enhancing it service levels. 7owever, when studied from the point of view of a customer there seems to be no major difference among the bike brands in a segment as far as performance is concerned. he brand perception is dependant mostly on the peripheral cues depending upon the nature and %uality of the service provided along with the pricing, maintenance, availability of spare parts and related issues. !o, "astrol (ike >one should focus more on its pricing factor because few customers were felt that the priced being charged is higher than other service centres. he study shows that brand perception is something which starts building up before servicing a bike and goes on with its use and is reflected in the recommendations the customer makes to his ac%uaintances for the same bike zone. )lso, it:s seen that the customer might not be using the bike still he holds
,&

the perceptions about it. (rand personality of a service zone is enforced by the dealers in the mindsets of the customers and the customers react to it by forming their perceptions about the service station and this reflects in the overall brand image of the bike zone. !o brand image complement each other and the brand perception aids the building of brand image. =inally the major point that emerges out of this detailed study is a caution for the service stations. It says that there is no doubt that Indian market may be growing with a double digit figure still the service stations have a long way to travel to convince their customers about the Euality of their service and how it suits the prospective consumers. !imply because it simply is not a guarantee that how so ever good the customer might be holding the brand perception and how so ever good the brand image may be it is not a guarantee that it will convert into sale. (ikes just like clothes and accessories suit the style and persona of a person and since all bikes will become commodity someday the key to sell and e$cel in the market will lie with a person who knows how to use the perceptions of the customers to its use and sell the bikes Icoz ultimately only that bike survives which sellsN

,4

3I3LIOGRAP6Y

A((!Bu'! 0/=0/3"/! E-/! I#33)I0/


,,

R!)!'!(1!2A !ites 1isited @ www.scribd.com www.mountshut.com

3ib.i#*'&%-+ 3##:2 3argundkar, 0ajendra, 'arketing 0esearch, ata 'cLraw 7ill .ublishing "ompany Otd, 3ew 8elhi, &66A. Culkarni, '.1., 'arketing 0esearch, /verest .ublishing 7ouse, .une, &66&. 'arketing 'anagement, .hilip Cotler
,5

"onsumer (ehaviour, !uja.0.3air R!%#' (usiness India G =ebruray,&611

?!b.i#*'&%-+ www.economictimes.com www.hyundai.org www.ibef.org www.wikipedia.org

,;

A((!Bu'!

,<

INFINITY MANAGEMENT AN$ ENGINEERING COLLAGE SAGAR

R!2!&'1- 9u!2 i#(&i'! A Cu2 um!' S& i2)i1& i#( 2u'<!+ #( C&2 '#. Oi. I( S&*&' :ear .espondents , This Information is required for my survey report work titled as above. Your responses will be kept confidential and will be used for academic and research purpose only

9u!2 i#((&i'! N&m!A C#( &1 Numb!'A A*!A 718 O11u%& i#(A *a+ Lovernment *b+ .rofessionals 728 I(1#m!A *a+ -pto 4,66,666 *b+ 4,66,666 G 5,66,666 *e+ )bove 16,66,666 *b+ )vailability of !ervice *c+ "ost of the *c+ 5,66,666 G <,66,666 *d+ <, 66, 666 G 16,66,666 *a+ 'anufacturer 0eputation 1ehicle *d+ Oooks of the 1ehicle 748 A;&'!(!22 &b#u -! Vi1-i1.! Oi. *a+ elevision )dvertisement *c+ =riends M 0elatives *b+ 3ewspaper )dvertisement *d+ #ther !ources *c+(usiness *e+ 0etried *d+ 7ousewife Em&i. I"A

738 R!&2#(2 )#' %u'1-&2i(* C&2 '#. Oi. @

,?

7C8 6#; Oi. i2 b!i(* %u'1-&2!"@ .ayment

*a+ hrough Ooan

*b+ 8irect

7D8 ?-& %&'&m! !'2 "# +#u 1#(2i"!' ;-i.! %u'1-&2i(* -! C&2 '#. Oi.@ *a+ Oooks *b+ .rice )ccessories 7E8 Fu' -!' P.&(2 #) -! 1u2 #m!'2 #;&'"2 C&2 '#. Oi. @ *a+ 7yundai *b+ #pel *a+ #wn -se *a+ 7ighly priced *c+ )ppro$imately priced m&':! @ *a+ =ully )ware *c+ 'oderatly )ware *a+ 1ery Lood *c+ )verage *a+ =ully !atisfied *c+ 'oderate !atisfied A(+ Su**!2 i#(2 *b+ Oess )ware *d+ -naware *b+ Lood *d+ (ad *b+ !atisfied *d+ Oess !atisfied *c+ 7industan 'otors *d+ 'aruti *e+ =ord *f+ 7onda 7F8 Pu'%#2! #) bu+i(* -! Oi.@ *b+ "ompany -se *c+ a$i !ervice *b+ 0easonably priced *d+ (elow Oevel priced 7G8 ?-& i2 +#u' #%i(i#( '!*&'"i(* -! %'i1! #) C&2 '#. Oi. @ *c+ "olour *d+ /ngine capacity *e+ .ickup *f+

7108 6#; mu1- +#u &'! &;&'! &b#u -! C&2 '#. Oi. b'&(" &<&i.&b.! i(

7118 6#; "# +#u '& ! -! 2!'<i1! &) !' 2&.!2 #) C&2 '#. Oi.@

7128 A'! +#u 2& i2)i!" ;i - -! #<!'&.. %!')#'m&(1! #) C&2 '#. Oi. @

,A

56