SYNOPSIS FOR RESEARCH PROJECT REPORT
(BBA-605)
On
“A COMPARATIVE ANALYSIS ON THE CONSUMER
PERCEPTION AND SATISFACTION B/W HYUNDAI &
FORD IN RESPECT TO LUCKNOW CITY”
Towards partial fulfillment of
Bachelor of Business Administration (BBA)
(BBD University, Lucknow)
Submitted to: Submitted by:
Ms. Nupur Srivastava Joy Banerijee
Roll No. 1140671085
Session 2016-2017
School of Management
Babu Banarasi Das University
Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India
1. TOPIC:
“A COMPARATIVE ANALYSIS ON THE CONSUMER PERCEPTION
AND SATISFACTION B/W HYUNDAI & FORD IN RESPECT TO
LUCKNOW CITY”
2. INTRODUCTION & REVIEW OF LITERATURE:
Customer satisfaction, a business term is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key performance
indicator within business and is part of the four of a balanced scorecard.
Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay
much more attention to satisfying customers. In a competitive marketplace where businesses
compete for customers, customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.
Organizations need to retain existing customers while targeting non-customers.
Measuring customer satisfaction provides an indication of how successful the organization is at
providing products and/or services to the marketplace.
Customer satisfaction is an abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate.
Surveys conducted from the University of Michigan Business School (2001) led to the
result that customers feel disrespected and mistreated by banks, hotels, etc. Related surveys
revealed that there is a decline in the level of respect given to clients and despite the fact that
business is growing the quality shrinks. This reality had a direct impact, not only in customer’s
satisfaction, but also in the profitability and performance of the companies.
According to Reis et al. (2003), there has been a fundamental shift in how companies
treat their customers. With the help of technology organizations can measure what are the
expectations of their customers and then deliver quality products and services at a profit.
Anderson et al. (1994) proved that the increasing of customer satisfaction leads to higher and
more stable profitability, increased consumer willingness to pay price premiums,
recommendations of new potential customers, more usage of the product, higher repurchase
intentions (Reitchheld 1996), and higher levels of customer retention and loyalty (Fornell 1992;
Anderson & Sullivan 1993).
Drucker (1954) underpinned that the principle purpose of a business is to create satisfied
customers. According to Oliver (1980), “Customer satisfaction is generally described as the full
meeting of one’s expectations”. Fornell (1992) defined customer satisfaction as an overall
evaluation of the total purchase experience compared with pre-purchase expectations over time.
Oliver (1999) regarded satisfaction as a fulfillment judgment, focused on a product or service,
which is evaluated for one time or repeated consumption. Oliver (1997) claimed that satisfaction
is derived from the Latin satis (enough) and facere ( to do or make).
3. SCOPE OF THE STUDY
Company will come to know what attracts Customers.
- Company as well as Dealers of Ford and Hyundai will come to know that which are the
criteria’s customers look for before buying car.
- Company and Dealers will also come to know the future changes which will be require
satisfying customer needs and wants.
4. PROBLEMS DEFINITION:
The objective of every company would be ensuring customer satisfaction for the customer
satisfaction would create loyal customers. Measuring customer satisfaction is always a challenge,
as customer either would not disclose or sometimes do not assess their satisfaction level clearly.
Many times the customer can not specify the reasons for his satisfaction.
5. RESEARCH OBJECTIVES:
To know the various strategies used by Ford and Hyundai Company to attract maximum
number of customers.
To know which company offers better cars, better after sales services and by which
company cars customers are satisfied most.
To know which car is more demanded by Customers.
To study the customer satisfaction level of customers towards Hyundai and Ford
Contact for more
ShriKrishna
Computer Care & Cyber Zone
Chinhat Lucknow
Mo no- 9554444951
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