10-04-2013, 04:10 PM
COMPARISON OF CUSTOMER SATISFACTION LEVEL IN CASE OF MARUTI SUZUKI SWIFT AND HYUNDAI I20
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INTRODUCTION
The topic of my dissertation is “COMPARISON OF CUSTOMER SATISFACTION LEVEL IN CASE OF MARUTI SUZUKI SWIFT AND HYUNDAI I20.” These both the companies are the leading automobile company of INDIA. These both the companies play a very healthy and competitive competition in the market. I have conducted this research to find out that which among the both cars is the best in satisfying customers.Measuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased competition, crowded markets with little product differentiation and years of continual sales growth followed by two decades of flattened sales curves have indicated to today's sharp competitors that their focus must change.
As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward bench marking and tracking customer satisfaction.
Competitors that are prospering in the new global economy recognize that measuring customer satisfaction is the key. Only by doing so can they hold on to the customers they have and understand how to better attract new customers. The competitors who will be successful recognize that customer satisfaction is a critical strategic weapon that can bring increased market share and increased profits.
PURPOSE OF THE STUDY
The purpose of my study is to find out the best cars among swift and Hyundai I20. These both cars are hatchback cars. These cars are the leader of the Indian market in the category of hatchback cars. The purpose of my study is very clear from the title itself. The purpose of my study is very simple and clear.
CONTEXT OF STUDY
In the modern times the business organizations are adopting new techniques and methods for the growth of the business. The organizations are giving better services to their customers to face challenge posed by the competitors for every business, it is not only important to retain the present customers but also attract the new customers. So there is need to ascertain the customers use regarding the services providing by reputed organization like Maruti Suzuki.
With the increase market study there is a cut through competition among the businessmen in the industry some of the other major competitors in this area like Hyundai, Fiat, Volkswagen, Ford, Tata, and Chevrolet. The need for customer satisfaction is necessary for all business, large or small. The satisfaction of the customer is an all important task. Hence there is a need for the study.
SIGNIFICANCE OF THE STUDY
The study is very important because it compares the two cars that are swift and I20. This study tells their importance and need of both the cars. This study shows which of the car is more usefull to the customers.
A customersatisfaction might be worthless unless it creates statistical data that can be scientifically analyses. The first step to developing an online examines intended goals and a process for comparing results. Employees charged with analysing results should have some background in statistics to make the survey meaningful. When drafting survey questions, as much detail as possible should be included in the questionnaire, along with an area for independent customer comments.
If survey results lead to a plan to correct weak areas of operation, a follow-up survey can be used to measure whether changes worked. Information can again be analyzed and compared to earlier feedback. Customer satisfaction surveys also reveal data that can be used to gauge estimated customersatisfaction rates of competitors.
THEORATICAL FRAMEWORK
A theoretical framework is a collection of interrelated concepts, like a theory but not necessarily so well worked-out. A theoretical framework guides your research, determining what things you will measure, and what statistical relationships you will look for.Theoretical frameworks are obviously critical in deductive, theory-testing sorts of studies. In those kinds of studies, the theoretical framework must be very specific and well-thought out. In my study I will conduct a questionnaire and would use many other methods of data collection that would help me collecting the data and base on that data I will make a report.
SUMMARY
The Indian Automobile Industry is on overdrive. The rapid urbanization, coupled with an overwhelming growth in the middle class population, has created an Indian market that is extremely conducive for the automobile industry to flourish. Maruti Suzuki India Limited commonly referred to as Maruti, is a subsidiary company of Japanese automaker Suzuki Motor Corporation. Maruti Suzuki alone has a market share of 44.9% of the Indian passenger car market as of March 2011. It has been rated first in customer satisfaction among all car makers in India from 1999 to 2009 by J D Power Asia Pacific. From the outcome of the study it can be concluded that the all the factors considered in the study have significant effect on the overall satisfaction of the customers.