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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