Customer's perception towards the service quality of Hyundai

Dipankar C.

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Customer's perception towards the service quality of Hyundai

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Abstract

A detailed & systematic study on the customer relationship management with the sales process, product & after sales service for Hyundai Santro car was under taken in the Bangalore city on behalf of Advaith motors private limited. This survey was taken up to know about the customer relationship management with sales process, product & after sales service after the purchase of Hyundai Santro car. A survey designed to capture the relevant aspect of customers perception about the ambiance of the show room, sales man's attitude, product briefing, financial facility, test drive process, service schedule, cleanliness of the showroom, service persons attitude, over all service process, alternative models & product features so as to improve the company services in tune with the customers need & make the product & service best suited to them.

Introduction
Objectives of the study
Data collection methods
Analysis of the findings
Satisfaction parameters
Hypothesis
Suggestions and implications
Limitations of the study
Annexure
1. Questionnaire
2. Recruitment criteria
Classification
Bibliography
Conclusion

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[...] “Satisfaction towards the trust and care of the Hyundai service centre Chart 7. % Very Satisfied 22 Somewhat Satisfied 68 Neither satisfied nor 1 Dissatisfied Somewhat Dissatisfied 5 Very Dissatisfied 4 The respondents seem to have faith in the customer service offered by the service outlets of Hyundai. “Satisfaction towards quality of service of Hyundai Chart 8. % Very Satisfied 17.33 Somewhat Satisfied 72 Neither satisfied nor 10.67 Dissatisfied Somewhat Dissatisfied Very Dissatisfied A TOP 2 BOX score of 90% suggests that even the satisfaction regarding the quality of service is at its utmost peak. [...]

[...] SHOWING THE CUSTOMER'S RANKING TOWARDS THE FULFILLMENT OF COMMITMENTS MADE DURING THE SERVICE PROCESS. Showing the relationship with the service provider. Chart 22. Ranking. No. % This table shows that out of 150 respondents customers felt the relationship was excellent felt it was good felt it was fair and customers felt that it was poor. The service advisor should make sure that the customers are satisfied with the service only then is it possible that the relationship is excellent. Graph 14. [...]

[...] Could you please tell me how convenient are the timings of the service station? Very Convenient 4 Convenient 3 Inconvenient 2 Very Inconvenient 1 Q12. Could you please tell me how were you greeted when you first arrived at your workshop? Took Fair time 1 Took right amount of time 2 Took long to find a service 3 advisor Q13. Could you please tell me whether you were reminded for your Vehicle servicing? Yes 1 No 2 IF YES CODED ABOVE ASK Q ELSE GOTO Q14. [...]

[...] Though due care was taken by the researcher to make the interview completely unbiased, there might be some sign of the interview results getting adversely affected by the interviewer's mode of asking questions and interaction. ANNEXURE QUESTIONNAIRE Hello Sir/Madam, I am conducing a survey on “customer's perception towards service quality of Hyundai”. Hence, regarding that I would like to ask you few questions and take few minutes of your time. The information given by you will be kept confidential Respondent's Name : . Address : . Tel. No. : . [...]

[...] The TOP 2 BOX score of 94% re-emphasizes that fact only. “Satisfaction towards the professional service of Hyundai Chart 5. % Very Satisfied 14 Somewhat Satisfied 76 Neither satisfied nor 6 Dissatisfied Somewhat Dissatisfied 2 Very Dissatisfied 2 If we consider the TOP BOX score, it is pretty low. But the second box score is very high at 76% which must be comforting to the company. And if we consider the TOP 2 Box score, then it accounts for which is good. [...]

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