04-02-2017, 11:12 AM
Companies today are becoming customer focused and highly focused on satisfying their customers as they realised that in today's throat cutting competition, satisfying and delighting customers is very crucial. Due to the constant changing needs, expectations and lifestyle of customers, most companies are in the dilemma of how to satisfy customers and what strategy should be adopted. The same problems have been witnessed by the Indian auto industry. Even Maruti Suzuki and Hyundai Motor- the two major automobile giants in India are keenly aware about understanding the needs and expectations of customers. The present study sheds light on several factors related to consumer behaviour and satisfaction. The purpose of this research is to know the preferences and opinions of Maruti & Hyundai customers in relation to after-sales service, resale value and fuel efficiency along with customer preferences when buying Maruti & Hyundai brands. The present study is descriptive in nature and a suitable sampling technique has been adopted to select the consumers. Primary data were collected with the help of a structured questionnaire. The study reveals that the Maruti customer's favourite cars in parameters such as fuel efficiency, after-sales service, resale value, availability of spare parts, while in view of Hyundai customers that preferred vehicles in parameters like Comfort and convenience, that the appropriate customer service strategy plays a vital role in satisfying and delighting customers.