INRODUCTION TO CONSUMER SATISFACTION ; –

Consumer Satisfaction: –

Consumer Satisfaction is defined as to place the consumer behaviour and carry through their demands and wants. In another words, Consumer Satisfaction is to place the demands and wants of clients and to fulfill their demands and wants.

Consumer Behavior

• Understanding consumer Behavior ( 7 O ‘s frame work )

1. Mercantile establishments.
2. Operationss.
3. Administrations.
4. Juncture of Buying.
5. Resident.
6. Aim of Buying.
7. Object of Purchase.

Consumer Buying Procedure: –

This procedure involves following stairss: –

• Need Recognition.
• Information Search.
• Evaluation and Intention.

Introduction TO AUTOMOBILE INDUSTRY: –

The car industry is one of the largest industries in India as in many other states. It plays a major function in the growing of economic system in India. The industry comprises cars and car constituent sectors, which encompass rider autos, two-wheelers, three-wheelers, tractors, commercial vehicles, multi- public-service corporation vehicles and constituents. Today, the Indian car industry is the universe s largest bike maker, the 2nd largest two-wheeler and tractor maker, the fifth largest commercial vehicle maker and the 4th largest auto shaper in Asia. Apart from functioning the domestic market, the Indian car sector has besides become a sourcing hub for the planetary car giants.

The Government of India has introduced an ambitious undertaking of puting up first automotive testing and R & A ; D substructure to put India in the USD 6 trillion planetary automotive concern. This book inside informations the current position and factors act uponing the growing of the Indian car industry ; its hereafter chances and the success narratives of some car giants in India. It besides focuses on the future growing of the industry as a consequence of the freshly adopted engineerings and schemes.

The car sector is besides playing really critical function in growing of Indian economic system. The increasing demands of motorcycles, autos and assorted heavy vehicles for conveyance and passenger car intent severally are really indispensable demand for today ‘s concern epoch and particularly so, when we are confronting large challenges by manner of competition in the epoch of globalization.If we go through the construct of National Income and sing the per-capita-income of Indians, we are acquiring that it is increasing in a speedy and in proper growing oriented manner.

CONSUMER SATISFACTION TOWARDS AUTOMOBILES: –

For an 8th back-to-back twelvemonth, Maruti Suzuki ranks highest in client satisfaction with authorised franchise service, harmonizing to the J.D. Power Asia Pacific 2007 India Customer Satisfaction Index ( CSI ) Study released today. The survey, now in its 11th twelvemonth, measures the overall satisfaction of vehicle proprietors who visited their authorised dealer/service centre for care or fix work during the first 12 to 18 months of ownership. Overall satisfaction is determined by using seven steps. They are ( in order of importance ) : jobs experienced ; service quality ; user-friendly service ; service adviser ; service induction ; service bringing ; and in- service experience. Recording merely a single-point addition since 2006, overall satisfaction in the industry remains stable. Maruti Suzuki leads the industry in client satisfaction with a CSI mark of 838 points on a 1,000-point graduated table and continues to put the industry benchmark in all steps of the CSI. While ranking below the industry norm, the staying eight nameplates included in the survey have improved since 2006. Honda, Skoda and Hyundai, severally, show the greatest betterment. “ The steady betterment in industry-wide CSI public presentation during the old three old ages reflects the success that many makers have had in heightening the client experience at their franchises ” , said Mohit Arora, senior manager at J.D. Power Asia Pacific, Singapore. “ The betterment in public presentation is particularly encouraging, given the crisp addition in the service volumes for most trader webs. ”

The vehicle pickup and bringing before and after service has a strong impact on client satisfaction. In peculiar, clients who say that their vehicle was picked up from their doorsill before service and delivered to the same point after service are notably more delighted with their after-sales service experience, compared with clients who do non have this service. Although this value-added service is utilized more often over the past two old ages, fewer than one of 10 clients study having it. “ Picking up and presenting vehicles provides greater convenience to clients, who travel an norm of nine kilometres each manner to make their authorised service centre, ” said Arora. “ With increasing traffic congestion in metropoliss and consumer penchant of presenting their vehicle for service during peak forenoon hours, it is non unexpected that clients are delighted with this gesture from their franchises. ” The survey besides finds that clients who service their vehicles merely at authorized service centres report higher overall service satisfaction, compared with those who have besides used non-authorized service centres in the yesteryear. In 2007, merely 13 per centum of clients report sing a non-authorized service centre, a figure that has steadily declined in the past two old ages. “ Most clients who use a non-authorized service centre do so for everyday care or repairs-both of which are revenue-generating chances for franchises, ” said Arora. “ Customers use the services of a non-authorized service installation largely due to its convenient location or speedy service.

LITERATURE REVIEW: –

Automobile sector is of all time green and much profitable sector in universe. Now it is dining like monetary values in India particularly. Before 5-6 old ages the salary scope in transnational companies was really low as compared to today ‘s wage. This is because of high productiveness and fulfilment of demand by the multinationals and that is why they are gaining more net income by selling their merchandises, undertakings and services to U.S. and other states in international market at high monetary values.

The car sector is besides playing really critical function in growing of Indian economic system. The increasing demands of motorcycles, autos and assorted heavy vehicles for conveyance and passenger car intent severally are really indispensable demand for today ‘s concern epoch and particularly so, when we are confronting large challenges by manner of competition in the epoch of globalization.If we go through the construct of National Income and sing the per-capita-income of Indians, we are acquiring that it is increasing in a speedy and in proper growing oriented manner.

AUTOMOTIVE SECTOR Vs UNION BUDGET – 2008

If we are sing the new brotherhood budget 2008 and correlating it with the car in India, we can happen that brotherhood budget is really favourable for the car sector in India. The brotherhood budget shows the lessening in excise responsibility in the sector.

• The CEN-VAT is besides cut downing and now it is 14 % antecedently it was 16 % . The Finance curate has declared that the excise responsibility for little autos, two-wheelers and three-wheelers are decreased by 4 % . Now it is merely 12 % alternatively of 16 % .
• Another declaration given by FM is, there should be levy of excess ( extra ) revenue enhancement 14.35 % per litre on gasoline ( without trade name ) and Rs.4.60 per litre on Diesel.
• Another amendment is announced by the FM that excise responsibility on intercrossed autos to be deducted and fix @ 14 % soon it is 24 % ( Till today the intercrossed autos are non in the market ) .

Due to alterations in excise responsibility the manufacturer has to pay less responsibility as comparison to old responsibility what he paid. So the cost of autos to be decreased by Rs.7,000/- to Rs.16,000/- which consequences benefit to the clients of 2008 twelvemonth.

Consequence OF REDUCTION IN EXCISE DUTY:

• Hyundai Car Company has declared that they are ready to supply benefits to their clients. They have announced that they are cut downing the monetary value of SANTRO auto by Rs.12,000/- to Rs.16,000/-
• The General Motor Company is besides cut downing its monetary values. They announced that they are cut downing the monetary values of their little autos like SPARKE and OVIO UVIO by Rs.7,500 to Rs.14,000/- .
• In the two Wheeler section TVS Motor has declared that they are traveling to diminish the monetary value of their theoretical accounts by Rs.1000/- to Rs.2,000/- .

CUSTOMER CATCHING CONCEPTS ( 3-Cs ) OF AUTOMOBILE SECTOR

1. CASH DISCOUNT & A ; FREE INSURANCE: Now one has to bury the hiking in monetary values of the little autos. If we want to purchase a auto we are ever gainer and non looser. Now one can hotfoot into the salesroom for new purchase because auto companies are offering good and really attractive price reduction installation to the client ‘s point of position.

The auto company Maruti Suzuki, while monetary values hike on the theoretical account Wagon R gasoline version was merely Rs.2,000/- and traders are offering on attractive price reduction of Rs.20,000/- which is hard currency price reduction plus one twelvemonth Insurance. It means:

( Hike in monetary values + hard currency price reduction + free insurance = Customer ‘s benefit )

• In instance of Zen Estilo the monetary value is increasing merely Rs.1,000/- and hard currency price reduction installation is available fro the client is of Rs.25,000/- + one twelvemonth insurance screen.
• When we are sing the Maruti Alto auto which is one of the largest volume theoretical account in the Indian domestic market, it excessively is offering the price reduction of about Rs.11,000/- ( includes free insurance plus Rs.3,000/- hard currency price reduction ) .
• Hyundai is besides offering free insurance on SANTRO that is now place entry degree vehicle interpreting into salvaging of approximately Rs.10,000/- for the client.

2. Loyalty PAYOUT: Some companies are offering to clients interchange fillip or trueness payout where clients can acquire the extra price reduction for trading old auto for the new one.

3. Finance PAYOUT: Another client catching construct being employed by the car sector is finance payout to their clients i.e. around 4 % of the loan taken for the purchase of vehicle.

HAPPENINGS IN TWO-WHEELER SEGMENT

Obviously car sector has attained a steady growing in malice of high and fluctuating fuel monetary values. The study on two-wheeled section of the car sector is demoing a growing during the month of May, 2008.

• The monthly gross revenues of Hero Honda increased by 9.54 % compared to the same period of last twelvemonth to 3.12 lakh units.
• The gross revenues of Bajaj Auto besides increased by 7.57 % to 1.79 lakh units.
• While the TVS Motor has attained 4 % rise with a side of 1.12 lakh units

MIDDLE CLASS VS AUTOMOBILE SECTOR & A ; GROWTH

India is a state with more than 6 hundred thousand small towns which evidently includes a large in-between category. We can section the in-between category into three more classs. They are:

1. Lower center category
2. Middle in-between category
3. Upper in-between category.

Normally the demand of autos and other heavy passenger car vehicles is on the rise in upper in-between category and motorcycles and little autos will come in the section of lower in-between category and in-between in-between category.

In a study it was found by research workers that the in-between category is spread outing 30-40 million every twelvemonth on purchase vehicles.

• At present the two Wheeler section ‘s market grew by 13.6 % with 7056317 units against 6209765 units in the twelvemonth 2004-05.
• Motorcycles had a growing of 17.1 % in the domestic market by touching the 5815417 units against 4964353 units in the twelvemonth 2004-05.
• The scooter section of car sector grew by 1.5 % and fell down at 908159 units against 922428 units in the twelvemonth 2004-05,
• In the three-wheeler section the gross revenues of three-wheelers rose by 17 % and increased 52325 units as compared to units of twelvemonth 2004-05.
• The little commercial vehicle section of the car sector achieved the growing of 19.4 % and increased the production which is 23313 units more than 2004-05.
• While medium and heavy commercial vehicles attained a growing of 4.5 % merely.

RESEARCH METHODOLOGY: –

DATA COLLECTION: –

Two types of information has been used: –

• Primary Data.
• Secondary Data.

1. Primary Beginnings: –

In primary beginnings, I have used a questionnaire of 9 inquiries.

2. Secondary Beginnings: –

In secondary beginnings, I haver used magazines, diaries and cyberspace for roll uping necessary information sing car sector.

SAMPLE EXTENT: –

I used a sample of 50 people of Gurdaspur. I provided questionnaire to 50 people to mensurate their response towards cars. I measured the response for buying behavior towards auto.

DATA ANALYSIS: –

Interpretation: –

• Approximately 70 % of the people said that they used cars.
• Approximately 30 % of the people said that they did non utilize cars.

Interpretation: –

• Approximately 40 % of the people said that they used minibike Internet Explorer. about 14 people out of 35 utilizations minibike.
• Approximately 30 % of the people said that they used auto Internet Explorer. about 11 people uses auto.
• Approximately 20 % of the people said that they used scooter Internet Explorer. about 7 people uses scooter.
• Approximately 10 % of the people said that they used other vehicles i.e. . about 4 people uses oher vehicles.

Interpretation: –

• Approximately 40 % of the people came to cognize about auto from telecasting.
• Approximately 30 % of the people came to cognize about auto from newspaper.
• Approximately 20 % of the people came to cognize about auto from magazine.
• Approximately 10 % of the people came to cognize about auto from other media.

Interpretation: –

• Approximately 60 % of the people said that monetary value of our auto was low-cost.
• Approximately 40 % of the people said that the monetary value of our merchandise is non low-cost.

Interpretation: –

• Approximately 35 % of the people were strongly agreed.
• Approximately 30 % of the people were agreed.
• Approximately 20 % of the people were neither agreed nor disagreed.
• Approximately 10 % of the people were non agreed.
• Approximately 5 % of the people were strongly disagreed.

Interpretation: –

• Approximately 40 % of the people were strongly agreed with the statement that auto is the most developed vehicle in car industry.
• Approximately 35 % of the people were agreed.
• Approximately 15 % of the people were neither agreed nor disagreed.
• Approximately 5 % of the people were disagreed.
• Approximately 5 % of the people wetre strongly disagreed.

Interpretation: –

• Most of the people gave rank 5 to reflecting.
• They gave rank 4 to Engine of auto.
• They gave rank 4 to average of auto.
• They gave rank 5 to Surs.
• They gave rank 4 to seats of auto.
• They gave rank 3 to its window spectacless.

Interpretation: –

• Approximately 40 % of the people were strongly agreed with the statement that Car is the most preferred vehicle.
• Approximately 30 % of the people were agreed with the statement.
• Approximately 15 % of the people were neither agreed nor disagreed with the statement.
• Approximately 10 % of the people were disagreed with the statement.
• Approximately 5 % of the people were strongly disagreed with the statement.

Interpretation: –

• Approximately 40 % of the people said that they used minibike other than auto.
• Approximately 30 % of thwe people said that they used scooter.
• Approximately 20 % of the people said that they used scooty.
• Approximately 10 % of the people said that they used other vehicles.

Decision: –

Car Industry is a really turning industry. In the present scenario the usage of cars has been increased widely. The car sector is besides playing really critical function in growing of Indian economic system. The increasing demands of motorcycles, autos and assorted heavy vehicles for conveyance and passenger car intent severally are really indispensable demand for today ‘s concern epoch and particularly so, when we are confronting large challenges by manner of competition in the epoch of globalization.If we go through the construct of National Income and sing the per-capita-income of Indians, we are acquiring that it is increasing in a speedy and in proper growing oriented manner. About 70 % of the people in India widely use cars. Now a yearss pupils of colleges and universities largely use minibikes and autos for their convenience. Thus the car sector is really much growth in India.

BIBILOGRAPHY: –

Web sites: –

• hypertext transfer protocol: //www.google.co.in/search? hl=en & A ; source=hp & A ; q=consumer+satiafaction+towards+automobiles & A ; btnG=Google+Search & A ; meta=cr % 3DcountryIN & A ; aq=o & A ; oq=
• www.vicky.in/ … /2007-tns-consumer-satisfaction
• www.mu.ac.in/arts/social_science/economics/pdf/depart/dwp3.pdf
• www.managementparadise.com/ … /105349-study-working-environment-relevance-job-satisfaction-empl.html
• www.kalasalingam.ac.in/departments.php? type=research

Book Referred: –

• Marketing Research By Nargundkar.