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PROJECT REPORT ON CUSTOMER SERVICE SATISFACTION AT

VTJ HYUNDAI

Submitted to

Amity Global Business School, Kochi

In partial fulfilment for the award of the degree of
BACHELOR OF BUSINESS ADMINISTRATION
Under the guidance of
Dr. Ansted Joseph
Submitted By,
Vyshnavajith Baburaj T
Enrolment No. - A31106417017
BBA - 2017-2020
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Amity Global Business School Kochi

DECLARATION

I, Vyshnavajith Baburaj T (Reg. No. A31106417017) hereby declare that this project
entitled “Customer Service Satisfaction at VTJ Hyundai”, is a record of original
work done by me under the guidance of Dr. Ansted Joseph, Amity Global Business
School, Kochi.

I also declare that this Project has not been submitted for the award of any degree or
other title. I hereby confirm the originality of the work and the empirical findings in the
report are based on information collected by me and not copied from elsewhere.

Signature of the candidate

Vyshnavajith Baburaj T (Reg. No. A31106417017)

Place:
Date:
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Amity Global Business School Kochi

BONA FIDE CERTIFICATE

This is to certify that the project entitled “Customer Service Satisfaction at VTJ
Hyundai” submitted by Vyshnavajith Baburaj T (Reg. No. A31106417017) for the
award of the Bachelor of Business Administration is a bona fide record of the work
carried out by him, under our guidance and supervision at Amity Global Business
School, Kochi.
This Project has not been submitted for the award of any degree or other title.

Prof. Biju Vithayathil Dr. Ansted Joseph

(Director)

Place:
Date:
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ACKNOWLEDGEMENT

I am fortunate to have got an opportunity to undergo the “Internship” at VTJ Hyundai.

The Project has been very useful for me in understanding the various pragmatic
aspects of the management function practice in the real world.
I express my sense of my gratitude to Mrs. Cible Febinson (HR), for her counsel
throughout my internship. I would also like to express my gratitude to all the HR
Department members especially Tom Jose (HR executive) for his assistance, constant
motivation and the moral support they had provided me with all the stages of the
project. Their experience knowledge and support lead me to complete my project
timely and successfully.
I express my sincere thanks to my project guide,
Dr. Ansted Joseph, for guiding me right form the inception till the successful
completion of the project. I sincerely acknowledge them for extending this valuable
guidance, support for literature, critical review of project and the report.
My thanks are due to all those who have directly or indirectly helped me in preparing
the project report. In any case, I acknowledge the sole duty regarding any conceivable
blunder of exclusion and would be incredibly thankful to the perusers of this task report
on the off chance that they carry such slip-ups to my notice.

Thanking you,
Vyshnavajith Baburaj T

Date:
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CONTENT

SL.NO. TOPIC PAGE NO.

1 EXECUTIVE SUMMARY 7

2 INTRODUCTION 8

3 OBJECTIVE OF THE STUDY 9

4 RESEARCH METHODOLOGY 9

5 Demographic profile of the respondents 11

6 14
Data interpretation & findings
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7 FINDINGS 20

8 SUGGESTIONS 20

9 Conclusion 21
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EXECUTIVE SUMMARY

VTJ Hyundai set up in 2011 by a prominent Businessperson Mr. Thomas J Vayalat,

who has expanded business in Land, Fisheries, Manors and Marine Trading. The
vendor of Hyundai vehicles situated close to national expressway 47 at Kundannur
with a secured region of 35000 sq feet. The workshop is completely mechanized with
all cutting edge hardware, having 22 help coves and 10 body shop bayous with a
secured territory of 17000 sq feet. The business has branches at three different areas
viz Kakkanad Deals and Administration – Inverse Infor Park Passage. Angamaly Deals
– Inverse Vishwa Jyoti Government funded School, Vengoor and Anagamly
Administration Center – Inverse BP Oil Siphon, Kothakulangara. Njarakkal – Inverse
Manattiparambu Church of Ernakulam region. By and by selling a normal of 125
vehicles for every month and overhauling around 1500 vehicles for each month. Our
accomplishments,
1. Gotten Administration By and large Execution Grant in all India 2018 NDC.
2. Directly from commencement keeping up score over 915 in all CATI Reviews.
3. In 2016 H2 we accomplished a score of 963 which was the most elevated crosswise
over India.
4. We accomplished Consumer loyalty motivating force for each of the four quarters
in 2017.
5. Gotten an honor for most elevated RO development in all India 2017 NDC.
6. Gotten in excess of 12 help grants in most recent Six years.The project report is on
Customer Service Satisfaction at VTJ Hyundai. The main objective of the project is to
understand the level of customer care satisfaction at VTJ Hyundai.
The maintenance of the products are the most essential to the success of any
automotive business. The important factors that are to be considered in the customer
behaviour are the essential services provided by the service center.
SERVQUAL Model and SPSS software was being used to perform the project. A
survey was conducted on the basis of SERVQUAL model and the data obtained
from the survey has been used to get statistical data from SPSS software.

The findings from the survey included, KMO and Bartlett's Test, Principal Component
Analysis, Varimax with Kaiser Normalization.
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INTRODUCTION
Each individual has, is and will keep on being a purchaser of some item or the other.
Along these lines, the investigation of customer conduct will be of premium not
exclusively to advertisers yet additionally to laymen and understudies of promoting.
A comprehension of buyer conduct will help the promoting supervisor to shape
advertising systems appropriate to shopper needs. For a layman, the investigation of
shopper conduct will support him/her to improve as a purchaser. As understudies of
promoting, the investigation of purchaser conduct will empower them to get a handle
on a profitable understanding into the inside and outer factor effects on the utilization
related conduct of people.

Each client is critical to Hyundai. Furthermore, in a similar energy that we

concentrate to you, we additionally energetically esteem your sentiment about
Hyundai and how you feel about the nature of our vehicles, the proficiency of our
administrations, and the ways by which we endeavor to better your motoring way of
life. There's no space for re-thinking here. We need to make it directly by first
recognizing your one of a kind needs as a client, just in light of the fact that you are
not second-best for us. You matter to us.
The following project is done on the basis of SERVQUAL model and SPSS
Statistics.
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OBJECTIVE OF THE STUDY

Primary Objective:
To study about the Customer Service Satisfaction of VTJ Hyundai at Kundannur.

Specific Objectives:
 To analyze service quality using the SERVQUAL Model.
 To study model wise purchase pattern of Hyundai cars.

RESEARCH METHODOLOGY
SAMPLING UNIT – VTJ Hyundai customers
TOOL USED - SPSS
SIZE POPULATION
The customers in Ernakulam District are mainly focused.

SAMPLE SIZE
The quantity of examining units chose from the populaces is known as the size of the
example. The size of the example chose for this overview is 100 clients.

SAMPLING TECHNIQUE
Procedure of acquiring data about whole populace by looking at just a piece of it.
Information is gathered from a delegate some portion of the information by inspecting.
The agent is called test.

Sorts of examining utilized here is non-likelihood inspecting system which doesn't bear
the cost of any reason for assessing the likelihood for everything to be incorporated
into the example.
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DATA COLLECTION METHOD

 PRIMARY DATA
Primary data was collected by adopting personal interview and
questionnaire method.
 SECONDARY DATA
Secondary data was collected from books, company records,&
websites.
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Demographic profile of the respondents

GENDER M F

AGE(Years) <25 19 7 26 26

26-35 18 12 30 30

36-45 22 8 30 30

>45 11 3 14 14

EDUCATIONAL SSLC 2 2
QUALIFICATION
HSC 26 26

UG 50 50

PG 22 22

CAR MODEL CRETA 18 18

i10 12 12

i20 25 25

EON 10 10

VERNA 17 17

ELANTRA 6 6

TUCSON 3 3

SANTA FE 4 4

VENUE 5 5
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Age

14
26

30

30

<25 26-35 36-45 >45

26-45 years of age consist of 60% customers.

Educational qualification

2
22
26

50

SSLC HSC UG PG

The graph above shows the educational qualification of the customers.

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i20 and Creta are found to be used more.

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DATA INTERPRETATION & FINDINGS

OVERALL SATISFACTION LEVEL OF CUSTOMERS

Highly Satisfied Neutral Dissatisfied Highly
Satisfied Dissatisfied
Cost of 
Service
Customer 
Service
Time liners 

Quality of 
Service

SATISFACTION LEVELS

Cost of service Customer service Time liners Quality of service

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KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of
.844
Sampling Adequacy.
Bartlett's Test of Approx. Chi- 1070.7
Sphericity Square 40
df 210
Sig. .000

Total Variance Explained

Extraction Sums of Rotation Sums of Squared
Initial Eigenvalues Squared Loadings Loadings
% of % of
Comp Varianc Cumulati Varianc Cumulativ % of Cumulati
onent Total e ve % Total e e% Total Variance ve %
1 7.510 35.763 35.763 7.510 35.763 35.763 3.401 16.196 16.196
2 2.369 11.281 47.043 2.369 11.281 47.043 3.388 16.134 32.329
3 1.652 7.867 54.910 1.652 7.867 54.910 3.190 15.188 47.517
4 1.459 6.948 61.858 1.459 6.948 61.858 2.466 11.744 59.262
5 1.056 5.027 66.885 1.056 5.027 66.885 1.601 7.623 66.885
6 .898 4.277 71.162
7 .762 3.628 74.790
8 .725 3.453 78.243
9 .588 2.800 81.043
10 .582 2.773 83.815
11 .515 2.450 86.266
12 .461 2.195 88.460
13 .418 1.989 90.449
14 .408 1.945 92.394
15 .318 1.513 93.907
16 .292 1.391 95.298
17 .250 1.191 96.488
18 .224 1.066 97.554
19 .193 .921 98.475
20 .176 .839 99.314
21 .144 .686 100.000
Extraction Method: Principal Component Analysis.
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Rotated Component Matrixa

Component
1 2 3 4 5
VTJ Hyundai keeps clients
educated about when the
administrations will be .797 .111 .273 .112 .124
performed..
The behaviour of
employees in VTJ Hyundai .789 .120 .077 .038 .033
instils confidence in you.
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At the point when VTJ

Hyundai vows to
accomplish something by a .774 .121 .329 -.012 .144
specific time, they will do
as such.
VTJ Hyundai gives you
.554 .208 .072 .309 .275
individual attention.
VTJ Hyundai has modern
looking equipment. .508 .437 -.074 .429 .206

VTJ Hyundai’s employees

appear neat in .055 .809 .196 .037 -.029
appearance.
Employees of VTJ Hyundai
understand your specific .131 .721 .351 .309 .095
needs.
Material related with the
administration (flyers or
proclamations) are .344 .691 .382 .056 .123
outwardly engaging.
Representatives in VTJ
Hyundai have the
.098 .628 .236 -.071 .334
information to respond to
your inquiries.
When you have an issue,
VTJ Hyundai demonstrates
.429 .545 -.344 .294 -.021
a genuine enthusiasm for
tackling it.
VTJ Hyundai gives its
administrations at the time .377 .497 -.070 .278 .418
it vows to do as such.
Representatives in n VTJ
Hyundai are never too
occupied to even think .261 .072 .818 .017 .075
about responding to your
solicitation.
Employees in VTJ Hyundai
are consistently courteous .209 .294 .740 .249 -.098
with you.
VTJ Hyundai has workers
who give you individual .266 .224 .712 .139 -.259
consideration.
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VTJ Hyundai has working

hours that are helpful to -.004 .170 .693 -.017 .375
every one of its clients.
Representatives in VTJ
Hyundai give you brief .142 .255 -.100 .740 -.110
assistance.
Workers in VTJ Hyundai
are continually ready to .021 -.012 .359 .690 .218
support you.
You feel safe in your
transactions with VTJ .223 -.047 .064 .677 .218
Hyundai.
VTJ Hyundai’s physical
facilities are visually -.187 .268 .367 .454 .048
appealing.
VTJ Hyundai plays out the
administration right the first .252 .140 -.001 .188 .779
run through.
VTJ Hyundai insist on
error-free records. .392 .439 .145 .315 .441

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 9 iterations.

The KMO and Bartlett's test show the pertinence of Factor Analysis for the
examination of the information. 21 factors have been diminished to 5 variables
which record for 66.885 % of the difference in the information.
FACTORS
1. Service and promptness
2. Aesthetics & Empathy
3. Responsiveness
4. Facilities
5. Error free records

Factor 1 includes,
 Services performed
 Instills confidence
 Promises
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 Individual attention
 Modern equipment
Factor 2 includes,
 Neat employees
 Understanding needs
 Visually appealing
 Knowledge to answer
 Sincere interest
 Services at time
Factor 3 includes,
 Response
 Courteous
 Personal attention
 Convenient operating hours
Factor 4 includes,
 Prompt service
 Helping
 Safe
 Facilities
Factor 5 includes,
 Right service
 Error-free records
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FINDINGS
 Customer service and quality of service are the main areas in
which customers are satisfied with.
 60% of the customers belong to the age group of 26 to 45.
 i20 is the most purchased model followed by Creta.

SUGGESTIONS
 Cut down service cost
 Build lasting relationships
 Reward loyalty
 Advertisement in every possible media would increase the
customer’s inflow.
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CONCLUSION
Overall the customers are very much satisfied with VTJ Hyundai’s customer service.
As per my experience from the survey I got to know that there are customers who
depends on VTJ Hyundai’s service even though they have bought the cars from other
dealers.