Since, this is a paid assistance may be other respondents would not have asked for the said assistance. Since it is provided by the company to every customer whosoever demands it. Q. 6 Do you find your vehicle comfortable for a long journey? 6 out of 15 respondents do not find their vehicle comfortable for long journey. So it could be said that out of 100 customers 40 are satisfied with their vehicle in the above stated parameter. Q. 7 Does your vehicle need regular maintenance? 10 out of 15 respondents said that their vehicle needs regular maintenance. However 5 out of 15 don’t feel that their vehicle needs maintenance.
Q. 8 If given an opportunity will you change your vehicle to a similar model of another company? 8 out of 15 respondents will change their vehicle to a similar model of other company if they were given such opportunity. This parameter states that more than half of the customers are unsatisfied with the overall performance of their vehicle. Q. 9 Electronic devices such as power windows, central locking system provided in your vehicle are up to the mark or not? All the 15 respondents are fully satisfied with the electronic devices, central locking provided in their vehicle.
This means each and every customer of Hyundai considers electronic devices are up to the mark. Y axis representing no. of answers Comparison of customer satisfaction Findings:– (1) Majority of the customers of Maruti Suzuki and Hyundai motors are satisfied with the vehicle they have purchased. A very small proportion of them are not satisfied with the vehicle when asked about their dissatisfaction most of them said that they are satisfied but not completely satisfied. (2) A good no. of respondents did not find their vehicles fuel efficient & said that their vehicle doesn’t give mileage as stated by the company.
When an executive of a company was contacted he said “the reason for the above is not keeping the right air pressure in tyres & continuous fluctuations in speed. ”(Acceleration) (3) Both the companies Maruti Suzuki and Hyundai are providing the best of the services to the customers through their art of state workshop under one roof. However the reason for dissatisfaction of certain customers cannot be found out. Reason may be higher costs of servicing. (4) Since, our research was for small car segment still customers were comfortable with boot space & head room of their vehicle.
However this is a parameter that is more dependent on height of the person. Therefore it could be said that most of the customers are satisfied. (5) On road assistance is provided by both the companies & that too 24 hours through a toll free number. Most of the customers were unaware of any such service they actually asked me what it is. (6) Majority of the customers of Maruti Suzuki prefer to go on long journey in the diesel variants of the vehicles as it is more comfortable and economical. Hyundai owners rarely go for long journey on their own vehicle they too prefer diesel vehicle such as innova, scorpio, etc. 7) Upon analysis of the data collected it is found that vehicles of Maruti Suzuki need lesser maintenance as compared to the vehicles of Hyundai motors. (assumption- equal running) (8) Customers of Maruti Suzuki do not prefer to change their vehicle. However more than half of the owners of Hyundai are ready to change their vehicles with a similar model of another make. This may be on account of lower fuel efficiency or higher maintenance costs. (9) All the respondents of both the companies were satisfied with the electronic devices provided by the company.
A customer of Maruti Suzuki was saying he has been using Maruti since 2002 and haven’t got any problem with the wiring or anything like that till today. Suggestions Suggestions for Companies. (1) Keep the service costs of the vehicles competitive. (2) Spares must be affordable. (3) Stress on R&D to maximize customer’s satisfaction through continuous improvement in the products and services. (4) Training to customers for necessary maintenance. (5) Make more fuel efficient engines. (6) Maximize the room in the car. (7) Making the interiors even more attractive. (8) Increasing the number of free services from 4 to 6. 9) Ensure consumer satisfaction. Suggestions for customers (1) Operating the vehicle as it is recommended. (2) Keeping the tyre pressure as it is recommended to get efficiency in fuel consumption. (3) Timely maintenance & regular servicing as specified in the manual so as to get best results from the vehicle. (4) Vehicle should be driven by the person who is competent and experienced, a novice may mishandle it. (5) Deciding in advance what they really want in their vehicle & then buying this will boost the level of satisfaction derived. Conclusion It was found that majority of the customers were satisfied with the vehicle they have chosen.
And the small car segment is flourishing in the Indian car market. It is annually growing around 18-20%. However this is due to the easy availability of loans and finances to the end consumers. This is a great opportunity for the companies to encash by increasing the level of satisfaction they can not only increase their sales volumes but will have satisfied customers as well. Companies are trying their level best to maximize the customer’s satisfaction by continuously spending on research and development. In the long run this is definitely going to help the company in its revenues as well as its market share and therefore its goodwill.