Introduction To The Topic: Comparative Analysis of Ford With Hyundai and Maruti Suzuki

COMPARATIVE ANALYSIS OF FORD WITH HYUNDAI AND MARUTI SUZUKI
INTRODUCTION TO THE TOPIC
Customer Satisfaction is the buzzword used by the business people for the success of
organization in the present days. Due to the increases of heavy competition in every product –
line it become difficult for the companies to retain the customers for longer time. So retain the
customer for longer time the marketer has to do only one things i.e. customer satisfaction .If
customer is fully satisfied by the product it not only rub the organization successfully but also
fetch many benefits for the company . They are less process sensitive and they remain customer
for a longer period. They buy addition products overtimes as the company introduce related
produce related products or improved, so customer satisfactions is gaining a lot of importance in
the present day. Every company is conducting survey on customer satisfaction level on their
products .To make the products up to the satisfaction level of customers.
Satisfaction arises when an expectation is being fulfilled. Customer satisfaction refers to the
extent to which customers are happy with the products and services provided by a business. It is
important to gain high levels of customer satisfaction in a business as satisfied customers are
most likely to be loyal and make repeat orders and continue using the services provided by a
business.
MEANING OF CUSTOMER SATISFACTION
Customer happiness can be said as customer’s satisfaction, fulfillment and delight towards the
service provided. It is a judgment that a product or service feature, or the product or service
itself, provides a pleasurable level of consumption related fulfillment….. Satisfaction is the
customer’s evaluation of a product or service in terms of whether that product or service has met
their needs and expectations. Failure to meet needs and expectation is brought to dissatisfy with
the product or service.
SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 1

Factors influencing customer satisfaction
 Product and service features

 Consumer emotions
 Attributions for service success or failure
 Perceptions of equity or fairness
Product and service features
Customer happiness with a product or service is influenced significantly by the customer’s

evaluation of product or service features. Research has shown that customers of services will
make tradeoffs among different service features (price, quality and etc), depending on the type of
service being evaluated and the criticality of the service.
Consumer emotions
Actually, there are 2 types of emotion that are given below:
 Positive emotions
 Negative emotions
The emotions can be stable, pre existing emotions e.g. mood state or life satisfaction. For
example, when you are on vacation or at a very happy stage in your life, good mood and positive
frame of mind has influenced, you will respond positively to that service.
Attributions for service success or failure
Attributions the perceived causes of events influence perceptions of satisfaction as well, when
the customer has been surprised by an outcome (the service which is better or worse than
expected), customers tend to look for the reasons and their assessments for the reasons can
influence the satisfaction.

Perceptions of quality or fairness
Always, customers will ask themselves whether they have been treated fairly compared with
other customers. Notions of fairness are central to customer’s perceptions of satisfaction and
happiness with products or services.
Components of customer satisfaction
The factors that make the customer satisfy and delighted are given below:
1. Service quality
 Reliability
 Responsiveness
 Assurance
 Empathy
 Tangibles
2. Product quality
3. Price
4. Situational factors
5. Personal factors
Service quality dimensions
Ultimately, customers judge the quality of services on their perceptions of the technical outcome
provided and on how that outcome was delivered. The service quality dimensions consist of:
1. Reliability that is ability to perform the promised service dependable and accurately.
2. Responsiveness that is the willingness to help customers and provide prompt service.
3. Assurance that is the employees knowledge and courtesy and their ability to inspire trust
and confidence.
4. Empathy that is the caring individualized attention given to customers.
5. Tangibles that are appearance of physical facilities, equipment, personnel, and written
materials.

In the case of airline industry, how customers judge the 5 dimensions of service quality is given
below:
Reliability: Flights to promise destinations depart and arrive on schedule.
Responsiveness: Prompt and speedy system for ticketing, in-flight, baggage handling.
Assurance: Trusted name, good safety record, competent employees
Empathy: Understanding of special individual needs, anticipates customer needs
Tangibles: Aircraft, ticketing counters, baggage area, uniforms.
Satisfaction normally involves the eliminating problems. It goes beyond to the concept of
delight, which is the positive surprise. It is the highest level of satisfaction and it transfers to
better outcomes that can be achieved through other levels of satisfaction. The customer is
satisfied with a defect rate of .01%, but if we could eliminate defects altogether, then the
customer would be delighted.]
Delight leads to behavioral outcomes that are substantially better than mere satisfaction. A
delighted and happy customer will go for repurchase, will have a positive word of mouth there
be increasing profit and sales of the organization. Thus customer happiness will lead to new
customer generation and retention of the existing customer.
Why do organizations think about the customer satisfaction and delight?
All organizations nowadays consider customer’s satisfaction and delight for the reasons given
below:
 Repurchasing
 Word of mouth
 Pay less attention to competing brands and advertising
 Buy other products or services of the same company
 Profit increase

 Sales volume increase
Satisfied Delighted  Repurchasing

customer customer
 Word of mouth
 Increasingly Profit
 Pay less attention to competing
brands and advertising
 Buy other products or services of the
same company
How do the customers form their expectations?
Expectations are formed based on the buyers past buying experience, statements made by friends
and associates, and marketer and competitor information and promises. If marketers raise
expectations too high, the customer is likely to be disappointed. On the other hand, some
successful companies are raising expectations and delivering performance to match.
These companies aim high because customers who are just satisfied will still find it easy to
switch suppliers when a better offer comes along. These who are highly satisfied are less ready
to switch. The fact is that high satisfaction and happiness or delight creates an emotional affinity
with the brand, not just a rational preference and this creates high customer loyalty.

THE FOUR FUNDAMENTALS OF CUSTOMER SATISFACTION:
A) Variables Related To The Products / Service Itself:
What you actually do for customer is going to be the key determines of customer perception. In
this case we see that the design of the products /service is most important. The design of
product / service affects customer satisfaction in two ways.
The design sends a message to he customer about the orgs basic values especially concerning the
trade offs between cost and customer. Little is more damaging to customer satisfaction than users
perceiving that costs savings have been made their expenses.
Design can enhance or resist the orgs ability to keep customer happy during and often the sales.
A strong successful design increase confidence of front staff, which a poor design makes them
defensive, bad design places constraints on distribution channel choice, it can also to the cost and
difficulty in providing after sales support services.
B) Variables Related To Sales And Promotion:
Three factors affect customer satisfaction area.
MESSAGE: That helps to share customer ideas about the product or service benefitsbefore they
have experienced them in use.
INTERMEDIARIES: Employee of the org to act on its behalf Ex: Brokers.
ATTITIDUES: Everyone in the frontline roles.
Ex: Receptionist etc. like.
Courtesy and helpfulness
Level of technical knowledge

Are they interested in the needs of the customer or merely selling?
C) Variables Related To After Sales:
This significant aspect with regard to after sales
Support services covering traditional after sales activity such as warranties, usertraining etc.
Feedback and restitution – the way org handle complaints etc.
D) Variables Related To Organization Culture:
This depends on the org if it behaves in maximizing customer satisfaction hereby paying services
to it. One of the must be careful to distinguish between formal and informal aspects of separate
culture in this regard. Formal values will be only meaningful if they supported by the right
informal culture and these develop over time.
Extent and manner of service management involvement
Degree to wish senior management practice leadership
Consistency with which customer care policies are implemented
Commitment of middle management
Existence of reward system
It is usually these informal values that determine that the true measure of orgs intentiontowards
its customer.

METHDODS OF TRACKING AND MEASURING CUSTOMER SATISFACTION:
COMPLAINTS SUGGESTIONS SYSTEM: A customer centered org would make it easy for its
customers to deliver suggestions and complaints e.g. installing suggestion boxes, questionnaire.
CUSTOMER SATISFACTION SURVEY: A Company must not conclude that it can get a full
picture of customer suggestions system.
Responsive companies obtain direct measure of customer satisfaction by conducting periodic

surveys. They send questionnaire or make telephone calls to find out how they feel about the
rating aspects of the company’s performances. They will also solicit buyer view on competitor’s
performance.
GHOST SHOPPING: Another way to measure customer satisfaction is to hire persons to pose as
potential buyers to report their findings okay strong and weak point they experienced in buying
the company and competitor’s products. Managers can themselves pose as shoppers and
experience firsthand, the treatment they receive as customer.
LOST CUSTOMER ANALYSIS: A Company should contact customer, who have stopped
buying, or who have switched to another suppler to learn what happened. Not only is it important
to conduct exit interview but also to monitor the indication that the company is falling to satisfy
it customer.
Total Customer Satisfaction:
In general, satisfaction is a person’s feelings of pleasure or disappointment resulting from

comparing a product’s perceived performance(or outcome) in relation to his or her expectations.
If the performance matches the expectations, the customer is satisfied. If the performance
exceeds expectations, the customer is highly satisfied or delighted. At a very low level of
customer satisfaction (level one), customers are likely to abandon the company.

CONSUMER SATISFACTION PROCESS
The paramount goal of marketing is to understand the consumer and to influence buying
behavior. One of the main perspectives of the consumer behavior research analyses buying
behavior from the so-called “information processing perspective". According to the model,
customer decision-making process comprises a need-satisfying behavior and a wide range of
motivating and influencing factors. The process can be depicted in the following steps:
•Need recognition – realization of the difference between desired situation and the current
situation that serves as a trigger for the entire consumption process.
•Search for information - search for data relevant for the purchasing decision, both from internal
sources (one's memory) and/or external sources.
•Pre-purchase alternative evaluation - assessment of available choices that can fulfill the realized
need by evaluating benefits they may deliver and reduction of the number of options to the one
(or several) preferred.
•Purchase - acquirement of the chosen option of product or service.
Consumption - utilization of the procured option.
Post-purchase alternative re-evaluation - assessment of whether or not and to what degree the
consumption of the alternative produced satisfaction.
Divestment - disposal of the unconsumed product or its remnants.
Besides the information processing perspective, marketing analyses consumer behavior by

employing a psychologically grounded concept of attitudes. It is consumer attitudes that are
usually named as the major factor in shaping consumer behavior and a wealth of studies is
available on the topic of how attitudes can predict behavior.

RESEARCH DESIGN
STATEMENT OF THE PROBLEM
To analyze the customer satisfaction towards Ford, Hyundai and Maruti Suzuki and also to know
the customer satisfaction about overall Product features and performance and after sale service.
OBJECTIVES
1. To understand the customer satisfaction toward Ford, Hyundai and Maruti Suzuki.
2. To know the customer satisfaction about the features of Ford, Hyundai and Maruti
Suzuki.
3. To know the customer satisfaction towards the after sales service offered by Ford,
Hyundai and Maruti Suzuki.
4. To provide suggestions, in improving the customer satisfaction, company sales and
profitability.
RESEARCH METHODOLOGY
To study the objectives in detail, the following research methodology is adopted, as the objective
of the project is to Compare and Analyze FORD with HYUNDAI and MARUTI SUZUKI.
DATA COLLECTION
The data for project is collected from using sources of both Primary Data and Secondary Data.
PRIMARY DATA

Primary data is collected through sample survey based on structured questionnaire and also
through direct interviews with the employees and managers of Cauvery ford.
SECONDARY DATA COLLECTION
 Information that already existing somewhere having been collected for another purpose.
 Includes the information available with company.
 Includes findings of research previously done in the field.
 Collected from the magazines, newspapers, and internet.
SAMPLING PLAN
Sampling unit - Walk-in customers in to the showroom.
Sample size – 90 customers who owns Ford, Hyundai and Maruti.
Sampling Instruments – Structured Questionnaire, Face to face Interview.
Geographical Area Covered – Bangalore city
DATA ANALYSIS
The data collected through questionnaire were classified and tabulated. Percentage analysis was
the methods used to present data from the statistical point of view.
PERCENTAGE ANALYSIS
Percentage refers to a special kind of ratio. Percentages are used making comparison between
two or more series of data. Percentages are used to describe relationship. Percentages can also be
used to compare the relative terms, the distribution of two or more series of data.
Formula for simple percentage analysis =
No. of respondents for the particular factor X 100

Total number of respondents
LIMITATIONS
 The study was conducted only in Bangalore city.

 Lack of interest of people to join with the survey.
 The limitation of time is a big factor of the survey.
 Validity of the information.
 Recommendations of the study are only personal opinion. Hence judgment may not be
considered as ultimate solutions.
 There may be respondent’s bias.

INTRODUCTION TO AUTOMOBILE INDUSTRY
One of the fastest growing industries in the world is automobile industry. This automobile
industry even has its influence on the Indian market. Probably automobile industries occupy a
large market share in the worlds market as well as in the Indian market.
Nearly 18% of the total national income is being incurred from the automobile industry. From
this we can estimate how important the automobile industry in the improvement of GDP of a
country is. In India automobile industry has a growth rate is at the average of 10-12%.
INDIAN AUTOMOBILE INDUSTRY SINCE 1947:
Its fascinating drive through history, which begins as a story of isolation and missed
opportunities to one of huge potential and phenomenal growth. India’s fixation with socialism
and planned economies had a crippling impact on the automotive industry in its formative years.
The goal at that time for independent India was self-sufficiency. Issues like quality and
efficiency were simply not considered. Dependence of foreign technology was banned and
manufacturers were forced to localize their products; import substitution became the order of the
day. Though we learnt to localize, the cars we made were all outdated designs with little or no
improvements for decades. The automotive industry stagnated under the government’s stifling
restrictions and the Indian car buyer was saddled with cars of appalling quality and even then
there was a waiting list that at one point stretched to eight years!
This attempt at self-reliance failed miserably because of the industry’s isolation from the best
technology. The Japanese and later Korean auto industries were also highly protected in their
formative years but they never shut the door on technology. Instead, they relentlessly tapped the
best talent pools in the world to absorb the know-how to produce good cars.

One of the most important chapters in the Indian automotive industry’s history was written by
Maruti. It marked the Indian government getting into the far business in the early1980’s, a
radical shift in thinking after decades of treating cars with disdain. The Maruti 800 went on to
become the staple car of India and put a nation on wheels. This little car set a benchmark for
price, size and quality and structured India as small car market.
It wasn’t till 1993 that things really started to change for the Indian car buyer. With the
liberalization of the economy, a host of international carmakers rushed in. But most of them were
in for a shock as Indian customers rejected their product. Indian customers refused to allow the
glitter of prestigious brands blind them to the outdated and overpriced products they were
offered. The Indian consumer wanted super value, and rewarded the brands that delivered it,
handsomely. Hyundai and Maruti delivered, and profited.
The period also saw the emergence of the Indian players like Tata Motors and Mahindra
&Mahindra. They rose to the challenge of the MNC’s and responded brilliantly with the Indica
and the Scorpio. This was ironically due to the license raj that forced Indian carmakers to be
innovative and develop products frugally. India’s frugal engineering skill has now caught the
world’s imagination, and an increasing number of carmakers are preparing to setup major
capacities here. India is changing. And changing fast. It’s moving forward. India’s largest-selling
car is not its cheapest car, the 800.It is the Alto. People’s aspirations are rising and so are their
mistakes, have got their finger on the pulse of the market. Get the right product and the rewards
are handsome.
The Indian auto industry is today bubbling with promise and confidence. It’s been a long journey
but to see where the Indian car industry is going. We have to see where it has been.
AUTOMOBILE INDUSTRY IN PRE-INDEPENDENCE:
The first motorcar on the streets of India was seen in 1898, Bombay had it first taxicabs by the
turn of the century. In 1903, an American company began a public taxi service with a fleet of 50

cars. For about 50 years after car arrived in India, cars were directly imported. Before World
War I, around 40,000 motor vehicles were imported. During the years between the wars, a small
start for an automobile industry was made when assembly plant were established in Bombay,
Calcutta and Madras.
The import/assembly of vehicles grew consistently after the 1920s, crossing 30,000 units by
1930.It was during the end of the war that the importance of establishing an indigenous
automobile in India was realized. Premier Motors, Hindustan Motors and Mahindra & Mahindra
set up factories in the 1940s for progressive manufacture rather than assembly from imported
components. The cars they chose to make were the latest in the world when they were introduced
in India in the formative years of the industry.
POST- INDEPENDENCE:
The government clamped down on imports and foreign investments. Companies like GM and
Ford packed their bags and left. India’s clock, thereafter, stood still while the world raced on
ahead. It would take nearly 50 years before the Indian auto industry could catch up with the rest
of the world again.
BROADBANDING ERA:
In January 1985, the government announced its famous ‘broad banding’ policy which gave new
licenses to brad groups of automotive products such as two and four-wheeled vehicles. Through
a liberal move, the licensing system was very much intact. A manufacturer had to submit a
phased-manufacturing programmed to the Ministry of Industry specifying the indigenization
progress and allowing for almost complete indigenization within five to seven years. The biggest
hurdle was the foreign-exchange clearance required for these projects. Except for MUL, which
had direct access to policy-makers, every other manufacturer still faced a series of obstacles.
Several new products were launched during this period. All three traditional carmakers added
new models to their ranges – Standard Motors returned to the car business after 10 years, when

in 1985 it introduced the Standard 2000, a Rover SD1 body with the old two-litre Vanguard
engine.HM bought in a 1972 Vauxhall Victor in 1985, transplanted its ageing Ambassador
engine into it and the Contessa was born.
THE BIRTH OF THE AMBASSADOR:
In 1957, a small tail fin was added on either side of the rear fenders, along with anew, dimpled
hood, and the car was re-christened the Ambassador Mark I. The car costRs.17, 000.In 1963, it
underwent a frontal facelift with a closely checkered grille and was named the Ambassador Mark
II. It would be another 12 years before the Ambassador got a facelift. In 1975, another minor
facelift to the same grille and a much bigger frontal facelift turned out as the Mark III. The Mark
IV, launched in 1979, was the last of the Mark cars. The Ambassador Nova was launched in
1990, followed by Ambassador 1800ISZ three years later. The Nova was the last Ambassador
powered by the 1489cc petrol engine. In 2004, HM launched the cosmetically-revised
Ambassador under the Avigo name. Designed by Mavendra Singh, the retro look Avigo had
classic touch internals like a centrally mounted console, beige-colored seats and wood finish
interiors.
THE CONTESSA YEARS:
The Hindustan Contessa, launched in 1982, was one of the few luxury cars manufactured in the
country in the 1980s and 1990s.It was based on the 1970s vintage Vauxhall victor. While it was
initially launched with the 1489cc engine found in the Ambassador, the Contessa was soon given
the Isuzu engines. There were three versions of this car - 1.8GLX (Isuzu petrol), 2.0DLX (Isuzu
diesel) and the rare 2.0T (Isuzu diesel, turbo).The last Contessa rolled out in 2002, phased out by
the demand for cheap Japanese cars.
Some of the leading Indian auto players in Indian automobile industry are:

➢Premier,
➢Tata
➢Mahindra and Mahindra
➢Maruti
➢Hindustan motors Premier: The story of premier is the story of one man’s vision, Seth
Walchand Hirachand. He not only give India its first car factory but also the country’s first
aircraft factory – Hindustan Aeronautics Limited and the country’s first modern ship yard,
Hindustan Shipyard Limited Building India’s first auto factory Seth Walchand Hirachand has
first started the trails to establish an Indian car manufacturing plant in Indian for which he went
to U.S.A. where three largest car manufacturing companies are located. He wants Indian
company to be completely independent, with Indian management capital and employees, paying
royalty or technology transfer payment to western countries. After approaching General Motors
they insisted on part ownership. Seth Walchand then moved to second largest automaker Ford;
Henry agreed, but delegated the project to Ford of Canada, which refused. Finally the third
largest automaker Chrysler agreed and singed in an agreement in Bombay in 1940.

HISTORY OF FORD'S
Ford was established in 1903 by Henry Ford and 11 other associates. The company made its first
shipment in the same year. The company launched its T model in 1908.
The company began producing trucks and tractors in 1917. During 1925, Ford acquired the
Lincoln Motor Company, branching out into luxury cars. In 1956, Ford went public. In the same
decade, Ford produced one of its most successful cars: the Thunderbird.
The global expansion of Ford continued during the 1960s when the company established Ford
Europe in 1967. Throughout the 1970s and 1980s, Ford continued to expand, with further moves
into Europe and Asia. In 1987, Ford helped to form the Park Ridge Corporation in order to
acquire the Hertz car rental business.
Ford experienced further growth in the 1990s. In 1990, Ford acquired Jaguar. The company
increased its stake in Hertz to 100% in 1994. The company acquired the repair chain Kwik-Fit in
1999 and later Volvo's passenger vehicle business.
Ford spun off its Visteon automotive components business unit during 2000. Ford also acquired
Land Rover from BMW in the same year. In late 2002, the company concluded the sale of
Collision Team of America (CTA) and Kwik-Fit.
Ford expanded its presence in China during 2002 and 2003. The Changan Ford (a joint venture
operation with Changan Automobile) assembly plant located in Chongqing became operational
and production of the Fiesta in China started in mid 2003. The company's Ford Services
Thailand became operational later in 2003.

Ford sold Cosworth, its motor sport technology engineering company, and Jaguar Racing, its
Formula One team, during 2004. Also in 2004, the company recalled about 600,000 vehicles of
its Escape and Mazda Tribute SUVs. In the same year, the company launched the 2005 F-Series
Super Duty and has also introduced the Ford Expedition King Ranch.
Ford recalled about 792,000 pickup trucks and sport utility vehicles, during January 2005,
because of a fire risk from overheating of the speed control switch. The recall involves some of
Ford's 2000 model-year F-150 pickup trucks, Expedition and Navigator SUVs, and 2001 model-
year F-Series Super crew pickup trucks equipped with speed control.
The company made several acquisitions during 2005. This included the reacquisition of Visteon's
twenty-three North American facilities in order to protect its supply of components. The
company also acquired a minority interest in the Beanstalk Group, a majority-owned subsidiary
that licensed trademarks, and subsequently sold 100% interest in the Beanstalk Group.
Ford sold its subsidiary The Hertz Corporation, one of the largest general use car rental
businesses in the world, during 2005. Ford also sold its interests in Mahindra & Mahindra and
Vastera during the same year. The company also exchanged its 8.3 million shares in Ballard
Power Systems for an equity interest in NuCellSys, a 50:50 joint venture with DaimlerChrysler.
In July 2006, Ford became the first automotive manufacturer to commence the production of
dedicated hydrogen fueled V-10 engines.
FORD MOTOR COMPANY HISTORY - FAST FACTS
1908 - The first 1909 Model T was built at Ford's Piquette Ave. Plant
1909 - The Model T came in first place in the New York to Seattle race, 4100 miles in 22 days
and 55 minutes averaging 7.75 mph.

1910 - Model T production moved to Ford's Highland Park Assembly Plant, also known as the
'Crystal Palace' because of the vast expanse of windows.
1913 - Ford implements the moving assembly line at its Highland Park Assembly Plant, reducing
chassis build time from 14 hours per car to just 1.5 hours
1914 - Henry Ford is alleged to have proclaimed, "You can have and color you want, as long as
it's black." From 1914 to 1925 the Model T was only available in black.
1917 - The 2 millionth Model T Ford rolled off the line on June 14th.
1919 - Ford introduced an electric starter for the Model T which meant owners no longer had to
crank the engine to start it.
1921 - The 5 millionth Model T Ford rolled off the line on May 28th.
1924 - The 10 millionth Model T Ford rolled off the line on June 4th. Famed ford racing driver
Frank Kulick drove it from New York to San Francisco on the Lincoln Highway, the only coast-
to-coast highway at the time.
1925 - The Ford Model T Runabout with a pickup body was introduced, the first Ford factory
installed pickup bed in history.
1927 - After 19 years and more than 15 million vehicles, Ford Model T production ended on
May 26th
1999 - On December 18th, the Ford Model T was named 'Car of the Century' by a panel of 133
automotive journalists and experts who began with a list of 700 candidates in 1996 and
sequentially narrowed the nominees through seven rounds of balloting over three years.
2003 - 43 vintage Model T Fords journeyed across the country to participate in a 100th
Anniversary celebration of the Ford Motor Company.

ABOUT FORD INDIA
Ford India Pvt. Ltd. is a subsidiary of Ford Motor Company, the world's second largest
automaker. Started in 1995, Ford India Ltd. is headquartered in Maraimalai Nagar, near Chennai.
Its commitment to India is reflected in its present investment of Rs.1700 crore. A large
workforce, of over six hundred highly skilled personnel, has been employed at Ford and has been
intensively trained at Ford facilities, both in India and Overseas.
Significant milestones
* The first Indian built Ford Escort rolled off the assembly line in 1996.
* The Company was able to deliver Ford Escorts in seven major cities simultaneously, in just
a month after booking.
* The Special Value Pack program was launched in 1997, with commemorative 'Freedom',
followed by the petrol and diesel driven 'Anniversary'. Recent SVPs have included the Orion,
Alpha and Sport - E.
* Ford Escort won the J D Power Award in India Quality Survey in 1997.
* Ford topped the Customer Satisfaction Index (CSI) ratings in 1997 and 1998, in the
Customer Satisfaction Survey.
* Quality Care, Ford's branded service initiative, provides car owners with superior services at
its dealership countrywide.

* The new, integrated manufacturing plant was dedicated in March 1999, where FORD IKON
is manufactured.
* Ford India launched Ford Assured on April 24 2000, a new initiative to buy and sell used
cars of all makes.
ABOUT CAUVERY FORD
The workforce at Cauvery Ford is committed to excellence in serving all esteemed customers.
The Sales Team is made up of dedicated showroom and field executives who are professionally
trained by Ford India Pvt. Ltd. They are adept at guiding the customer through the entire sales
process right from assisting in the choice of model, color and features to lending a helping hand
in providing attractive buyback options. And also arranging finance at competitive rates.
The Service Centre is armed with the state-of-the art equipment and is in-line with Ford's
exacting Global standards. The service team is technically qualified and trained to analyze and
provide solutions adhering to Quality Care, in order to satisfy even the most demanding
customers.
The Cauvery Ford dealership maintains a high standard of excellence in sales and services by
sending its personnel for training on a regular basis to Ford India Limited, to update them with
the latest technological advances in the automotive sphere.
VISION
The vision of Cauvery Ford exemplifies their priorities. Paramount importance is given to each
and every activity at Cauvery Ford, be it marketing world class cars, providing services to match,
or caring for customer's needs.

The need of the customer to get value for money is well understood by Cauvery Ford with a
decade's experience of the promoters in the automotive industry.
Cauvery Ford caters to the customer's expectations of quick and reliable services with Cauvery
Ford's focused vision of excelling in Marketing, Sales & Service, owning & maintaining your
dream car has never been so easy.
BRANCH DETAILS
CAUVERY FORD SALES CENTRES

1. Cauvery Motors Pvt. Ltd.
NO. 2, Binnyston Garden, Bangalore - 560023
080-22966265
sales@cauveryford.com
NO. A-117, Hebbal Industrial Area, Mysore
0821-2414668 / 0821-2414669
salesmys@cauveryford.com
Shankar Matt Road, Shimoga
08182-220284
salessmg@cauveryford.com

ABCO Trade Centre, Mangalore - 575006
0824-4244888
salesmlr@cauveryford.com
CAUVERY FORD SERVICE CENTRES

1. Cauvery Motors Pvt. Ltd
No.2 Binnyston Garden, Bangalore - 560023
080-22966266
service@cauveryford.com
No. A-117, Hebbal Industrial Area, Mysore
0821-2510915 / 0821-2414664
servicemys@cauveryford.com
Shankar Matt Road, Shimoga
08182-275851
servicessmg@cauveryford.com
Plot No..124-C-1, New Mangalore - 575011

0824-2408148 / 0824-2406111
servicemlr@cauveryford.com
PRODUCT PROFILE
FORD- FIGO
Smart & Smarter
 New Figo Combines Styling, Exceptional Value, Fuel Efficiency and Ford's
Commitment to the Indian Market
 Figo Chassis Designed for the Global Market - Tailored for Indian Roads
 New Figo Targeted at Today's Indian Driver
 Enhanced After Sales Support and Ownership Experience Key for New Figo
 Fuel Efficiency, Performance and Durability Hallmarks of New Ford Figo
Powertrains.
PRICE:
EX-SHOWROOM PRICE
PETROL DIESEL
Starting From Rs. 359195 Starting From Rs. 459176

COLOURS AVAILABLE:
Squeeze, Chill Metallic, Diamond White, Moon Dust Silver, Sea Grey, Colorado Red &
Panther Black.
FORD-FIESTA
 Ford-Fiesta 1.4 Duratorq EXI
 Ford-Fiesta 1.4 Duratorq ZXI
 Ford-Fiesta 1.4 Duratorq SXI
 Ford-Fiesta 1.6 Duratec EXI
 Ford-Fiesta 1.6 Duratec ZXI
 Ford-Fiesta 1.6 Duratec SXI
 Ford-Fiesta 1.6 S
Overview
The Ford Fiesta is a car engineered globally for India. Fiesta is unmatched in driving
dynamics, technology, comfort and styling. This car built to induce sheer obsession, with its
raring to go spirit and powerful styling. With design, engineering and technology inputs from

around the world and over 700,000 kms of testing in 9 countries, this is a car built to make
you Go Fida.
PRICE:
EX-SHOWROOM PRICE
PETROL DIESEL
Starting From Rs. 661458 Starting From Rs. 744187
COLOURS AVAILABLE:
Chill Metallic, Diamond White, Moon Dust Silver, Sea Grey, Paprika Red, Panther
Black, Morello.
FORD- ENDEAVOUR
The new Ford Endeavour is built to lead. A perfect combination of power, style, comfort
and safety, the exciting new Ford Endeavour can take on anything the road throws at it.
Under the bold new hood, behind the imposing new headlights, beneath the chrome
highlights and sculpted tailgate and in the purposeful air intakes, lurks a beast that was
born to be ahead.
Kitted with 245/70 R16 tubeless tyres and a sturdy under-body shield, the Ford
Endeavour will take on any terrain and come out unscathed. The unique overlapped,
cross-braced chassis inspires confidence as the powerful engine gets you where you
belong. Right out there, way ahead of the rest.

PRICE:
EX-SHOWROOM PRICE
PETROL
Starting From Rs. 1678922
COLOURS AVAILABLE:
Diamond White, Moon Dust Silver, Sea Grey, Panther Black, Morello.
SERVICE PROFILE
The owners of Global brands, Ford Ikon and Ford Escort can service their cars at the Cauvery
Ford Service Centre, which is a state-of-the-art facility. It incorporates the latest equipment and
technology and is manned by Ford trained technicians.
Moreover, a strategically located and well-stocked parts warehouse ensures minimum downtime
of cars. An exhaustive library and a comfortable customer lounge, completes the picture.
The following facilities at the Service Centre take care of the complete car.
 The Service station is fully equipped as per global standards.

 Emission check and certification (with Pollution Control Board's approval).
 Separate customer interactive reception bay with two post lifts for joint inspection and
thorough understanding of every vehicle.

 Appointment system for personalized reception and prompt attention at the Cauvery
Ford dealership.
 Extended working hours from 7.00 am to 9.00 pm.
 Round the clock breakdown assistance.
 Certified Ford trained technicians.
 Refrigerant management systems.
 Computerized wheel balancing alignment.
 Computerized engine analyzer.
 Hi-tech jig to correct deformities of body, chassis and other structural geometry of
accident vehicles.
 Modern paint booth with baking facility.
 Exhaust gas analyzer, head light beam aligner and key cutting machine.
 Auto color paint mixing system.
 24 hours emergency assistance available.
Cauvery Ford Service Centre also handles Maruti, Opel, Cielo and other brands of cars.
ORGANIZATION STRUCTURE
M P Shyam, A C Krishna Raju, S V S

a
Guptha (Directors)
N Avinash (Executive Director)

Murali Balashekaran Ravishankar

Ganesh, Kiran (Finance (Accessories
Kumar (Sales Manager) Manager)
Manager)
Asst.
Jaganath Shetty Manjunath Manager
(Service (Showroom
Manager) Manager)
Accessories
Departmen
t
Team Team Service Floor Body
Leader Manage Incharge shop Back Office,
Leader
Drivers, House
-Keeping, Admin
Technician Technician Technician Related
s s s
Consultants Consultants
1. CUSTOMER PROFILE
TABLE: 1(a)
Table showing age wise classifications of respondents
COMPANY FORD MARUTI HYUNDAI

Age (in year) Percentage (%) Percentage (%) Percentage (%)
25-35 33 13 50
36-45 27 43 20
46-55 17 30 13
56 & above 23 13 17
Total 100 100 100
Analysis:-

The above table shows that majority i.e. 50% of Hyundai respondents, 33% of Ford
respondents and 13% of Maruti respondents falling under the age group of 25-35, 43% of
Maruti respondent, 27% of Ford respondent and 20% of Hyundai respondent are in age
group of 36-45, 30% of Maruti respondent, 17% of Ford respondent and 13% of Hyundai
respondent are in age group of 46-55, 23% of Ford respondent, 17% of Hyundai
respondent and 13% of Maruti respondent come under age group of 56 & above.
GRAPH: 1(a)
Graph showing age wise classifications of respondents

120
100
80 20
50 HYUNDAI
60
MARUTHI
13
43
17 FORD
40 13
30 13
20
33
27 23
17
0
25-35 36-45 46-55 56 & Above
Interpretation:-
Majority of the respondents of Ford and Hyundai fall under the age group of 25-35,
because this is the age when people want to enjoy their earnings and also oriented
towards luxury. When it comes to car brands, Hyundai is considered to be luxuries
compared to Ford and Maruti.
TABLE: 1(b)
Table showing Occupation Wise Classifications of respondents

Occupation Percentage (%) Percentage (%) Percentage (%)
Services 23 43 13
Businessman 20 13 30

Professional 40 30 50
Others 17 13 7
Total 100 100 100
Analysis:-
From the above table it can be found that 23% of Ford respondents, 43% of Maruti
respondents and 13% of Hyundai respondents are Servicemen, 20% of Ford respondents,
13% of Maruti respondents and 30% of Hyundai respondents are Businessman, 40% of
Ford respondents, 30% of Maruti respondents and 50% of Hyundai respondents are
Professional and 17% of Ford respondents, 13% of Maruti respondents and 7% of
Hyundai respondents fall in others.
GRAPH: 1(b)
Graph showing Occupation Wise Classifications of respondents
140
120
100
50
80
13 HYUNDAI
60 MARUTHI
30
30
43
40 FORD
7
13 13
20 40
23 20 17
0
SERVICES BUSINESSMAN PROFESSIONAL OTHERS
TABLE: 1(c)
Table showing Income Wise Classifications of respondents

Income Percentage (%) Percentage (%) Percentage (%)
Less Than 25000 27 17 7

25000-50000 30 40 30
51000-100000 30 30 50
100000 Above 13 13 13
Total 100 100 100
Analysis:-
The above table shows that 27% of Ford respondents, 17% of Maruti respondents and 7%
of Hyundai respondents are in Less Than 25000 income level group, 30% of Ford
respondents, 40% of Maruti respondents and 30% of Hyundai respondents are of 25000 -
50,000 income level, 30% of Ford respondents, 30% of Maruti respondents and 50% of
Hyundai respondents are of 51,000-100000 and remain 13% of Ford respondents, 13% of
Maruti respondents and 13% of Hyundai respondents are above 100000 of income level.
CHART: 1(c)
chart showing Income Wise Classifications of respondents
120
100
30 50
80
HYUNDAI
60
MARUTHI
7 40
30 FORD
40
17
13
20 13
27 30 30
13
0
Less Than 25000 25000-50000 51000-100000 100000 Above
TABLE: 2

Table showing the factors that the customers give more preferences when they think
about a car.

Factors Percentage (%) Percentage (%) Percentage (%)
Price 13 14 13
Safety 13 13 14
Quality 7 27 30
Fuel Efficiency 27 13 33
Durability 3 10 0
Design 7 13 3
Reliability 23 7 4
Creative Look 7 3 3
Total 100 100 100
Analysis:-
From the above table we infer that 27% of ford respondents give preference to Fuel
Efficiency, 23% respondents for reliability, 13% each of ford respondents to Price and
Safety, 7% each for Quality, Design and Looks and 3% for Durability.
Whereas 27% respondents of Maruti give preference to Quality, 14% to Price, 13% to
Safety, Fuel Efficiency and Design, 10% to Durability, 7% to Reliability and 3% to
Looks.
In case of Hyundai we find 33% respondents give preference to Fuel Efficiency, 30% to
Quality, 14% to Safety, 13% to Price, 4% to Reliability and 3% each to Design and
Looks.
CHART: 2

Chart showing the factors that the customers give more preferences when they think
about a car.
80
70
60
33
50 30
40
13 14 13 4
30
7
20 14 13 27 3
27 13 23 3
10 10 3
13 13
7 3 7 7
0
Price Safety Quality Fuel Durability Design Reliability Creative
Efficiency Look
HYUNDAI MARUTHI FORD
Interpretation:-
When we think about a particular product there are some aspects which influence
customers in purchasing and there are some preferences given by the customers to certain
features of the product. Through analysis we come to know that majority of Hyundai and
Maruti respondents give preferences to Quality, whereas Ford respondents give
preferences to Fuel efficiency and Reliability. Through this we infer that Quality,
Reliability and Fuel Efficiency are the first thing which comes into customer’s mind
when they think about a car.

TABLE: 3
Table showing customer satisfaction towards the car.

Percentage (%) Percentage (%) Percentage (%)
YES 100 100 100
NO 0 0 0
Total 100 100 100
Analysis:-
The above table shows that 100% of the customers of Ford, Maruti and Hyundai were
satisfied with their respective cars.
CHART: 3
Chart showing customer satisfaction towards the car.
350
300
250 100
200 HYUNDAI
150 100 MARUTHI
FORD
100
50 100
0
0
YES NO
Interpretation:-
All the respondents of Ford, Maruti and Hyundai approached were satisfied with their
respective cars and you don’t find even a single customer who is dissatisfied with the car.

TABLE: 4
Table showing the general factors effecting customer satisfaction

Feature 50 57 50
Low Maintenance 27 20 30
Looks 7 10 7
After sales service 16 13 13
Total 100 100 100
Analysis:-
The sample drawn on the probability basis clearly shows that majority i.e. 50% of Ford,
57% of Maruti and 50% of Hyundai respondents have the opinion that feature is the
factor leading to their satisfaction and 27%, 20% and 30% of Ford, Maruti and Hyundai
respondents view Low Maintenance as a vital factor for customer satisfaction. Followed
by Looks which corresponds to 7%, 10% and 7% each of ford, Maruti and Hyundai, and
with 16% of ford respondents, 13% of Maruti respondents and 13% of Hyundai
respondents of them view that After Sale Service as satisfaction factor.
CHART: 4

Chart showing the general factors effecting customer satisfaction
180
160
140
50
120
HYUNDAI
100
MARUTHI
80 57
30 FORD
60
40 20 13
50 13
20 7
27 10 16
0 7
Feature Low Maintenance Looks After sales service
Interpretation:-
Majority of the Maruti respondent i.e. 57% are of the idea that Feature of the Maruti
contributing to their satisfaction whereas only 50% respondents of Ford and Hyundai
satisfied with the feature of the car they own, followed by Low Maintenance where you
find 30% respondents of Hyundai are satisfied which is better compared to Ford and
Maruti. Ford takes first place pushing behind the Maruti and Hyundai in After Sale
Service by satisfying 16% of their customers.
TABLE: 5

Table showing the general factors influencing purchasing decision
(Strongly Agree-5, Agree-4, Neither Agree nor Disagree-3, Disagree-2, Strongly Disagree-1)

Factors 5 4 3 2 1 5 4 3 2 1 5 4 3 2 1
Quality 63 33 4 0 0 87 1 0 0 0 30 50 20 0 0
3
Price 37 43 2 0 0 17 4 40 0 0 13 63 13 11 0
0 3
Product 37 36 2 0 0 70 0 30 0 0 17 66 17 0 0
Features 7
Brand Name 53 33 1 4 0 30 4 27 0 0 13 50 17 17 3
0 3
Advertisement 7 30 3 17 10 0 1 13 43 27 0 17 50 30 3
6 7
Family 20 47 1 3 17 17 4 0 0 43 10 50 20 17 3
Members/Peer 3 0
Group
FORD
120
100 4 4 10 17
20 10
27
80 33 17 3
13
33
60 43
36 36
47
40
63
53
20 37 37 30
20
7
0
Quality Price Product Brand Name Advertisement Family
Features Members/Peer
Group
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree

MARUTI
120
100
13
30 27 27
80 40 43
60
43 43
40 87
43 70 40
20 13
30
17 17 17
0
Group
HYUNDAI
120
100 3 3 3
11 17
20 17 17
80 13 30
17 20
60
50
66
63 50
40 50 50
20
30
13 17 13 17
10
0
Group

CHART: 5
Chart showing the general factors influencing purchasing decision
AGREE
120
100
100 96
83 86
80 80
80 76 73 70 73
67 67
60 63
60 57
50
40 37
20 17
0
Quality Price Product features Brand Name Advertisement Family
Members/Peer
Group
FORD MARUTI HYUNDAI
DISAGREE
90
83
80
70
63
60
50
50
43
40
40 37
33 33
30
30 27 27
24
20 20
20 17
14
10 4
0
0
Quality price Product Brand Name Advertisement Family
Group
FORD MARUTI HYUNDAI

Analysis:-
From the above tables we can infer that 96% of Ford respondents,100% of Maruti respondents
and 80% respondents of Hyundai agree that Quality influenced them in their purchasing decision
whereas 4%, 0% and 20% respondents of Ford, Maruti and Hyundai each disagree to this, 80%,
60% and 76% respondents of Ford, Maruti and Hyundai agree that Price influenced them in
purchasing decision whereas 20%, 40% and 24% respondents of each Ford, Maruti and Hyundai
Disagree, 73%, 70% and 83% respondents of each Ford, Maruti and Hyundai say that Product
features influenced them in buying decision whereas 27%, 30% and 17% say that they are not
influenced, 86%, 73% and 63% respondents of Ford, Maruti and Hyundai are influenced by
Brand Name whereas 14%, 27% and 37% of Ford, Maruti and Hyundai respondents disagree,
Advertisement influenced 37%, 17% and 67% respondents of Ford, Maruti and Hyundai whereas
63%, 83% and 33% respondents disagree, 67%, 57 and 50% respondents of each Ford, Maruti
and Hyundai are influenced through their Family Members/Peer Group and 33%, 43% and 50%
respondents of each Ford, Maruti and Hyundai do not agree that they are influenced by their
Family Members/Peer Group.
Interpretation:-
The statistic reveals that Quality as influenced most of Maruti respondents in purchasing
decision compared to Ford and Hyundai. But Ford has attracted many of its customers through
its Brand name, Product features and Price; whereas Hyundai is able attract many of its
customers through its Advertisement and Product Features. Through the Analysis we come to
know that Ford has been success in creating its brand name and even in attracting those
customers also who are price sensitive, the reasons are even though people are price conscious to
some extent; the consumers are more quality conscious than price conscious because they are
ready to spend a little more to get good quality product and also they felt that products they
purchase should reflect their personal image.

TABLE: 6

Factors 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Quick 8 10 0 7 0 70 13 1 0 0 87 10 3 0 0
Service 3 7
Informative 1 33 1 30 1 13 30 4 17 0 7 30 0 63 0
Salesperson 0 7 0 0
Finance 0 17 1 33 3 0 13 0 17 7 0 0 50 0 50
Facilities 7 3 0
Accessories 7 27 4 17 6 13 27 4 0 1 0 13 30 7 50
Availability 3 3 7
Discount on 0 17 2 6 5 0 17 0 70 1 3 50 17 30 0
Service & 7 0 3
Spares
Table showing the facilities/services that customer expect from the dealer
CHART: 6
Chart showing the facilities/services that customer expect from the dealer
FORD
90
83
80
70
60
50
50
43
40
33 33 33
30
30 27 27
20 17 17 17 17 17
10 10 10
10 7 7 6 6
RANK 1 RANK 2 RANK 3 RANK 4 RANK 5

MARUTI
80
70 70 70
70
60
50
43
40
40
30
30 27
20 17 17 17 17 17
13 13 13 13 13
10

HYUNDAI
100
90 87
80
70 63
60
50 50 50 50
50
40
30 30 30
30
20 17
13
10
10 7 7
3 3
0
Analysis:-

From the above tables we infer that 83% of Ford respondents ranked 1 for Quick service, 33%
ranked 2 for informative salesperson, 43% ranked 3 for Accessories, 33% ranked 4 for Finance
Facilities and 50% ranked 5 for Discount on Service & Spares.
Whereas 70% of Maruti respondents ranked 1 for Quick service, 30% ranked 2 for informative
salesperson, 43% ranked 3 for Accessories, 70% ranked 4 for Discount on Service & Spares and
70% ranked 5 for Finance Facilities.
Whereas 87% of Hyundai respondents ranked 1 for Quick service, 50% ranked 2 for Discount on
Service & Spares, 50% ranked 3 for Finance facilities, 63% ranked 4 for Informative Salesperson
and 50% ranked 5 for Accessories.
Interpretation:-
The statistic reveals that majority of the respondents of Ford, Maruti and Hyundai expect quick
service from their respective dealers. Whereas Informative salesperson, Accessories and
Discounts on Service & Spares are the other features which the respondents expect from the
dealers. These are the features for which the customers look forward for from the dealers.
TABLE: 7
Table showing the satisfaction level of customers towards the car

(Highly Satisfied-5, Satisfied-4, neither Satisfied nor Dissatisfied-3, Dissatisfied-2, Highly
Dissatisfied-1)

Factors 5 4 3 2 1 5 4 3 2 1 5 4 3 2 1
Price 33 47 1 3 0 30 27 4 0 0 13 8 7 0 0
7 3 0
Quality 23 43 3 4 0 17 43 4 0 0 27 6 6 0 0
0 0 7
Fuel 24 27 3 13 3 17 70 1 0 0 17 3 33 17 3
Efficiency 3 3 0
Safety & 23 47 2 3 0 14 73 1 0 0 13 6 13 7 0
Comfort 7 3 7
Design 20 50 1 17 0 30 13 3 27 0 30 6 0 7 0
3 0 3
Color 37 33 2 3 0 27 43 3 0 0 50 3 13 7 0
7 0 0
Space 33 57 7 3 0 43 40 1 0 0 30 5 12 5 0
Available 7 3
Maintenance 23 30 2 13 7 27 43 1 13 0 0 3 50 17 0
Cost 7 7 3
Style 13 23 3 21 13 0 30 4 27 0 0 5 50 0 0
0 3 0
Capacity 13 33 2 27 0 0 60 4 0 0 0 5 40 7 0
7 0 3
After Sale 20 27 1 26 10 0 43 4 17 0 0 6 30 0 7
Service 7 0 3
FORD
120
100 3 4 3 3 3 3 7
17 7 13 10
17 13
27 27 13 27
80 30
13 21 26
33 27
60 57 27
47 33 17
30
43 47 50
40 27 30
27
33
23
20 33 37 33
23 24 23 20 23 20
13 13
0
ic
e it y y rt n or bl
e
os
t le it y ce
Pr al nc fo sig l
St
y c vi
u ie m De Co ila e C pa er
Q ffic C o
Ava a nc Ca l e S
lE ty
& e te
n Sa
Fu
e
fe n ac e r
Sa Sp ai Af
t
M
Highly Dissatisfied Dissatisfied Niether Satisfied Nor Dissatisfied Satisfied Highly Satisfied

MARUTI
120
100
13 13 17 13 17
27 30 27
80 43 40 17 40
60 40 40
30
70 73 43 43 43
40 27
43 13
60
20 43 43
30 30 27 27 30
17 17 14
0
Highly Dissatisfied Niether Satisfied Nor Dissatisfied Satisfied Highly Satisfied
HYUNDAI
120
100 7 6 3 7 7 7 5 7 7
17 12 17
13 13
80 30
50 40
33 63 30
60 67 50
80 53
67
40
30 63
50 50 53
20 33
27 30 30
13 17 13
0
Highly Dissatisfied Dissatisfied Niether Satisfied Nor Dissatisfied Satisfied Highly Satisfied

CHART: 7
Chart showing the satisfaction level of customers towards the car
SATISFIED
100 93 94 93
87 87 90
90 8383
80 80 80
80
70 70 7070 70
70 66 63
60 60
60 53 53
51 50
50 47 46 47
43 43
40 37 36
33 30
30
20
10
0
FORD MARUTI HYUNDAI
NOT SATISFIED
80
70
70 67
64
60 57 57
53 54 53
49 50
50 47 47
43
40 40
40 37
34
30 30 3030 30
30
20 20 20
20 1717
13 13
10
10 7 6 7
FORD MARUTI HYUNDAI

Analysis:-
From the above tables we can infer that 80% of Ford respondents, 37% of Maruti respondents
and 93% respondents of Hyundai are satisfied with the Price whereas are not satisfied with the
Price. 66%, 60%, and 94% respondents of Ford, Maruti and Hyundai are satisfied with the
Quality whereas remaining 34%, 40% and 6% respondents of Ford, Maruti and Hyundai are not
satisfied. 51%, 87%, and 47% respondents of Ford, Maruti and Hyundai are satisfied with the
Fuel Efficiency. 70%, 87%, and 80% respondents of Ford, Maruti and Hyundai are satisfied with
the Safety & Comfort feature. 70%, 43%, and 93% respondents of Ford, Maruti and Hyundai are
satisfied with the Design. 70%, 70%, and 80% respondents of Ford, Maruti and Hyundai are
satisfied with Color. 90%, 83%, and 83% respondents of Ford, Maruti and Hyundai are satisfied
with the Space Available. 53%, 70%, and 33% respondents of Ford, Maruti and Hyundai are
satisfied with the Maintenance Cost. 36%, 30%, and 50% respondents of Ford, Maruti and
Hyundai are satisfied with the Style feature. 46%, 60%, and 53% respondents of Ford, Maruti
and Hyundai are satisfied with the capacity feature of the product. 47%, 43%, and 63%
respondents of Ford, Maruti and Hyundai are satisfied with the after sale service whereas
remaining are not satisfied.
Interpretation:-
Majority of Hyundai respondents are satisfied with Quality, design, color and style features of
the car and even they are satisfied with the Price and after sale service offered by the Hyundai.
Ford takes a lead in the space availability in the car and even it is successful in removing the
price sensitiveness of the customers from their mind and even the customers are satisfied the
after sale service and with the design and color of the car. Whereas Maruti takes a lead in
maintenance cost, Safety, capacity of the car and with the Fuel efficiency.

TABLE: 8
Table showing customer awareness about the car

Advertising 13 23 27
Shop Display 0 0 0
Word Of Mouth 23 27 17
Family/Friend/Relative 33 30 30
Dealer 17 7 20
Any Other 14 13 6
Total 30 30 30
Analysis:-
The above table shows that 13% of the Ford customers have gained awareness about their
Cars through advertisement, 23% through Word of Mouth, 5% through
Family/Friend/Relative, 17% through Dealers, and 14% through some other sources.
23% of the Maruti customers have gained awareness about their Cars through
advertisement, 27% through Word of Mouth, 30% through Family/Friend/Relative, 7%
through Dealers, and 13% through some other sources.
Whereas 27% of the Hyundai customers have gained awareness about their Cars through
advertisement, 17% through Word of Mouth, 30% through Family/Friend/Relative, 20%
through Dealers, and 6% through some other sources.
CHART: 8
Chart showing customer awareness about the car

100
90
80 30
70
60 17
50 27 30
40
27 20
30 6
23
20 7 13
33
10 23 17
13 0 14
0
Interpretation:-
Majority of the customers of Ford, Maruti and Hyundai have gained awareness through
their Family/friend/Relative. Whereas, word of mouth has played a big role in spreading
the awareness of Maruti Cars to the Maruti customers. This reveals that Post purchase
satisfaction of the customers is able to spread a positive Word of Mouth about the Cars to
other consumer bases.
Hyundai has been successful in creating the awareness of their brand through their
aggressive advertisement and through their dealers.

TABLE: 9
Table showing customer opinion on promotional activities

Excellent 17 13 30
Good 70 77 63
Average 13 10 7
Poor 0 0 0
Total 100 100 100
Analysis:-
The above table shows that, 70% of Ford’s respondents view towards the Promotional
Activities is good, 17% say Excellent, 13% say Average. 77% of Maruti’s respondents
opinion towards the Promotional Activities is good, 13% say Excellent, 10% say
Average. 63% of Hyundai respondents opinion towards the Promotional Activities is
good, 30% say Excellent, 7% say Average.
CHART: 9
Chart showing customer opinion on promotional activities

250
200
63
150
77
100
50 30
70
13 7
10
17 13 0
0
EXCELLENT GOOD AVERAGE POOR
Interpretation:-
From the above chart we find a positive opinion of respondents towards the promotional
activities of all 3 brands and some or the other way even the promotional activities played
a vital role in influencing customers in buying decision. But Hyundai has outraced the
Maruti and Ford by holding 30% of customers who rated excellent to the Promotional
activities of Hyundai.
TABLE: 10
Table showing customers satisfaction level with the service provided by the dealer


YES 100 100 100

NO 0 0 0
Total 100 100 100
Analysis:-
From the above table you can find 100% satisfaction level of the customers of all the
three brands with the service provided by their corresponding dealers.
CHART: 10
Chart showing customer satisfaction level with the service provided by the dealer
350
300
250 100
200
150 100
100
50 100
0
0
YES NO
HYUNDAI MARUTI FORD
Interpretation:-
The respondents replied about the service offered by the Dealers of Ford, Maruti and
Hyundai. There was not even a single customer of Ford, Maruti and Hyundai who is
Dissatisfied with their service providers. This shows that Ford, Maruti and Hyundai
dealers have an excellent after sale services.
TABLE: 11
Table showing whether product performance matching with customer expectations


YES 90 87 93
NO 10 13 7
Total 100 100 100
Analysis:-
The response to the question “Did Product Performance matches your Expectations”
reveals that 90% of Ford respondents were satisfied i.e. the product performance matched
their expectation and 10% of them dissatisfied as the product didn’t match to their
expectations, 87% of Maruti respondents were satisfied and 13% were dissatisfied, 93%
of Hyundai respondents were satisfied and 7% were dissatisfied.
CHART: 11
Chart showing whether product performance matching with customer expectations
100
93
90
90 87
80
70
60
50
40
30
20
13
10
10 7
0
FORD MARUTI HYUNDAI
YES NO
Interpretation:-
The statistics reveals that majority of Hyundai customers were satisfied with the Hyundai
car. As compared to Ford and Hyundai, 13% of Maruti respondents were dissatisfied with
Maruti’s product performance.
TABLE: 12
Table showing would respondents recommend the same vehicle to friends &
relatives


YES 77 70 83
NO 23 30 17
Total 100 100 100
Analysis:-
The above table shows that 77% of Ford respondents say that they will recommend the
vehicle to their friends and relatives and remaining 23% of respondents say that the
chances are less, 70% of Maruti respondents say that they will recommend and 30% say
that the chances are less, 83% of Hyundai respondents say that they will recommend but
17% say that the chances are less.
CHART: 12
Chart showing would respondents recommend the same vehicle to friends &
relatives
90
83
80 77
70
70
60
50
40
30
30
23
20 17
10
0
FORD MARUTI HYUNDAI
YES NO
Interpretation:-
Greater parts of respondents are satisfied with Hyundai Car as compared to Maruti and
Ford. This reveals that Post purchase satisfaction of the customers is able to spread a
positive Word of Mouth about Hyundai Car to other consumer bases.
FINDINGS
1. Young people prefer Ford and Hyundai cars than Maruti.

2. When it comes to brand, Hyundai is considered to be luxurious Car compared to Ford and
Maruti.
3. Quality, Reliability and Fuel Efficiency are the first thing which comes into customer’s
mind when they think about a car.
4. Majority of respondents are satisfied with the physical features of the Maruti car than
Ford and Hyundai.
5. Majority of respondents are satisfied with the maintenance of Hyundai car compared to
Ford and Maruti.
6. The after sale service offered by Ford satisfied majority of its customers compared to
Maruti and Hyundai.
7. Quality as influenced majority of Maruti respondents in purchasing decision. But Ford
has attracted many of its customers through its Brand name, Product features and Price;
whereas Hyundai is able to attract many of its customers through its Advertisement and
Product Features.
8. Ford has been success in creating its brand name and even in attracting those customers
also who are price sensitive’s.
9. Majority of Hyundai customers were satisfied with the product performance as compared
to Ford and Hyundai.
10. There was not even a single customer of Ford, Maruti and Hyundai who is Dissatisfied
with their service providers.
11. Majority of the customers have gained awareness through their Family/Friends/Relatives.
Hyundai has been successful in creating the awareness of their brand through their
aggressive advertisement and through their dealers.
12. Majority of Hyundai respondents are satisfied with Quality and Price whereas Ford
customers are satisfied with the space availability in the car and Maruti respondents are
satisfied with the safety and comfort feature of the car.
13. Majority of the respondents of Ford, Maruti and Hyundai expect quick service and
informative salesperson from their respective dealers.
SUGGESTIONS

1. Ford should improve the promotion strategy of product.

2. Ford should know its customers satisfaction level through periodic surveys. Periodic
surveys can treat customer satisfaction directly.
3. Ford should not only concentrate on the customer satisfaction but also led to monitor
their competitor’s performance in their areas of operations.
4. Ford should make changes according to the other competitors & according to the
customer’s expectations.
5. As a promotional measure Ford should go for many free service camps. This will
increase the customer’s loyalty.
6. Ford can go for more offers in order to retain their customers.
7. The customers should be provided with enough information regarding effective
maintenance of the Car so that the consumers get the best out of the Car.
8. Expertise technical person should attend the vehicle during the visit for a service as the
problem of the vehicle is discussed properly.
9. Should ensure the availability of the accessories at the service station.
10. Price on accessories should be reduced.
11. Should speed up the service in order to ensure that there is no delay in attention towards
the customers.
12. Should increase the comfortness inside the car so that customers feel comfortable while
driving without causing any physical pain.
13. The company should also benchmark the performance of Ford car with its nearest
competitor i.e., Hyundai and Maruti so as to improve quality and bring about necessary
changes
CONCLUSION

‘FORD is acting as pioneer in the market of automobile industry. The company has grown
progressively and shown tremendous profits since from its inception regardless to the state of
economy. The company has spread its roots and branches to all over India. The company
maintains well trained qualified employees, which is big asset of the company. The company is
really performing very well earning good profits and even it is named Car of the year for Ford
Figo. To conclude, the company is the leader in the market producing highly qualitative products
and earning good profits and thus attracting the investor.
As the research, has shown the comparison between customer satisfaction regarding Ford,
Hyundai and Maruti cars. It has been observed that most customers are satisfied with pre sales
services similarly most with the post sales service. Ford, Hyundai and Maruti needs to improve
some parts of products, services in order to satisfy customers as high customer satisfaction level
helps the company to retain its existing customer as well as generate new customer through word
of mouth publicity. When we measured the satisfaction level of the respondents no matter which
brand they use majority gave the positive response that they are just satisfied or highly satisfied
with their brands there are very few in negligible amount who said that they will change their
brand. So this shows that it is not an easy task for one car brand to capture the market of other
car brand. Customer satisfaction index is a good tool to make improvements in the products and
services of the company. And therefore should utilize carefully & kept as Confidential as
possible.
So company should keep close eye on the market situation yet, customer were price sensitive,
but the changing market trend and customer view and preference shown that customer are now
quality sensitive. They want quality product, good services, easy availability of product and
better performance by the product. People are more brands conscious and they are satisfied with
the range of products available.
It has become a good practice in the academic work of this nature and analyzes and come out
with some conclusion that tends to pass judgment on the efficiency and effectiveness of
organization under study.

Introduction To The Topic: Comparative Analysis of Ford With Hyundai and Maruti Suzuki

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Introduction To The Topic: Comparative Analysis of Ford With Hyundai and Maruti Suzuki

Uploaded by

Copyright:

Available Formats

COMPARATIVE ANALYSIS OF FORD WITH HYUNDAI AND MARUTI SUZUKI

INTRODUCTION TO THE TOPIC

MEANING OF CUSTOMER SATISFACTION

SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 1

Factors influencing customer satisfaction

 Product and service features

Product and service features

Customer happiness with a product or service is influenced significantly by the customer’s

Actually, there are 2 types of emotion that are given below:

Attributions for service success or failure

SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 2

Perceptions of quality or fairness

Components of customer satisfaction

Service quality dimensions

SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 3

Reliability: Flights to promise destinations depart and arrive on schedule.

Assurance: Trusted name, good safety record, competent employees

Empathy: Understanding of special individual needs, anticipates customer needs

Tangibles: Aircraft, ticketing counters, baggage area, uniforms.

Why do organizations think about the customer satisfaction and delight?

SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 4

 Sales volume increase

Satisfied Delighted  Repurchasing

How do the customers form their expectations?

SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 5

THE FOUR FUNDAMENTALS OF CUSTOMER SATISFACTION:

A) Variables Related To The Products / Service Itself:

B) Variables Related To Sales And Promotion:

Three factors affect customer satisfaction area.

INTERMEDIARIES: Employee of the org to act on its behalf Ex: Brokers.

ATTITIDUES: Everyone in the frontline roles.

Ex: Receptionist etc. like.

Courtesy and helpfulness

Level of technical knowledge

SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 6

Are they interested in the needs of the customer or merely selling?

C) Variables Related To After Sales:

This significant aspect with regard to after sales

Feedback and restitution – the way org handle complaints etc.

D) Variables Related To Organization Culture:

Extent and manner of service management involvement

Degree to wish senior management practice leadership

Consistency with which customer care policies are implemented

Commitment of middle management

Existence of reward system

SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 7

METHDODS OF TRACKING AND MEASURING CUSTOMER SATISFACTION:

Responsive companies obtain direct measure of customer satisfaction by conducting periodic

Total Customer Satisfaction:

In general, satisfaction is a person’s feelings of pleasure or disappointment resulting from

SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 8

CONSUMER SATISFACTION PROCESS

•Purchase - acquirement of the chosen option of product or service.

Consumption - utilization of the procured option.

Divestment - disposal of the unconsumed product or its remnants.

Besides the information processing perspective, marketing analyses consumer behavior by

SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 9

STATEMENT OF THE PROBLEM

SURANA COLLEGE CENTRE FOR POST GRADUATE STUDIES, BANGALORE Page 10

SECONDARY DATA COLLECTION

Sampling unit - Walk-in customers in to the showroom.

Sample size – 90 customers who owns Ford, Hyundai and Maruti.

Sampling Instruments – Structured Questionnaire, Face to face Interview.