MANAGEMENT RESEARCH PROJECT

After Sale Service Satisfaction level of Hyundais Car

Owner in Nadiad city

SUBMITTED BY
MAHENDRA DABHI
[ROLL NO: MB007]

SUBMITTED TO
CENTER FOR MANAGEMENT STUDIES
DHARMSINH DESAI UNIVERSITY NADIAD.

UNDER GUIDANCE OF: PROF. MANSI RATHOD

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MANAGEMENT RESEARCH PROJECT

Objectives of study

The main objective of study is to major the customer satisfaction level of Hyundais

Car Owner.

To know the purchasing criterias of the consumers.

To know the consumers satisfaction with Hyundais car and the after sale services

provided by dealers.

To know the expectations and suggestions of the Hyundais car Owners towards

improvements in the after sales service.

Variables

Age

Gender

Education

Occupation

Income level

Types of car

Types of services

Perceived usefulness

Ease of information

Satisfaction level

Insurance company

Need of customer

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MANAGEMENT RESEARCH PROJECT

Questionaire.

I Mahendra Dabhi student of Centre for Management Studies, DDU conducting a study on After

Sale Service Satisfaction level of Hyundais Car Owner in Nadiad city". I

would be grateful if you could answer the question below.
1. Which Hyundais car do you have?(please select only one)
A. Eon B. I20 C. Elentra

D. Santro E. Accent F. Sonata

G. I 10 H. Verna I. Tucson

2. Do you normally bring your car to the Hyundai service station for servicing?
Yes No
3. Which mode of servicing car you prefred?
A. Going personally and dropping car and getting it after service.
B. Going personally and getting serviced in personal supervision.
C. Pick and drop service by employee.
4. How helpful Hyundais car service advisor in dealing with your inquiry?
Helpful Unhelpful

5. Upon arrival how friendly and helpful were the service teams?
Helpful Unhelpful

6. How satisfied are you with the work completed.

A. Highly satisfied B. Satisfied C. Neutral D. Dissatisfied
7. How satisfied are you with time taken for servicing your car?
A. Highly satisfied B. Satisfied C. Neutral D. Dissatisfied

8. Do you take insurance policy from your dealer?

Yes No

9. If yes then why you take insurance policy from them?

Detail_______________________________________________________________
_________________________________________________________________

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MANAGEMENT RESEARCH PROJECT

10. Which companys insurance policy you have for your car.(please select only one)
A. Baja Alliance B. Tata AIG C. Future General D. United india

E. IFFCO-TOKIO F. ICICI LOMBARD G. National insurance

11. Do you think that your dealer needs to provide member card service?
Yes No
12. Have you used carry on service?
Yes No
13. (Skip if No) If yes then are you satisfied with it?
A. Highly satisfied B. Satisfied C. Neutral D. Dissatisfied

14. How was the charge of carry on service?

A. High B. Low C. Reasonable

15. Have you used on site car service?

Yes No

16. (Skip if No) If yes then how was the service done?
A. Excellent B. Good C. Poor D. Very poor
17. How was the charge of onsite service?
A. High B. low C. Reasonable
18. Have you used delivery of car service?
Yes No
19. (Skip If No) If yes then was the car deliver in good condition?
Yes No
20. Are you satisfied with post service follow up conducted by your dealer?
A. Highly satisfied B. Satisfied C. Neutral D. Dissatisfied
21. How would you consider overall performance of your dealer?
A. Excellent B. Good C. Poor D. Very poor
22. Do you prefer your dealer for service your car in future?
Yes No
C
V
V
C
V

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Personal Detail: -

Name of customer_______________________________________
Gender: Male C Female C
Age: ______ V V
V V
Occupation: ___________
C C
Dealer from whom
V car was purchased:
V downtown others: - ____________________
Month and year of purchase: ______________________________
Contact No.__________________