Ma’m Amna Wahid

 Ayesha irshad
 Sohaib ehsan
 Huma rao
 Zainab umar rao
 Nida e fatima
 Gulshan parveen
 Asma ismail
 Awais
 saif
 Introduction
 Research objective
 Research question
 Literature review
 Hypothesis
 Methodology
 Questionnaire
 Findings
 conclusion
 The industry in which we did research is
automobile industry.
 We mainly focused the car holders so they
were our target consumers.
 It took a time period of about 4 months to do
the research.
 We tried to find out the effects of different
age groups with different income levels at
automobile industry.
 Each group has different factors that effect
their satisfaction
 To be successful you have to be punctual.
 A person who knows the importance of time
wants to save his time
 So every person is focusing a lot on
automobiles to save the traveling time.
SO……..
 We did this research to know that what a
consumer looks for in an automobile.
 Does he get influenced by the product
features?
 Or by the company’s attributes?
 Or by the sales person attributes?
 Or something else?
 “How customer perception and sales attributes
effect the satisfaction level of automobile
consumers.”

 Sales attributes comprises

of both the company and
sales person attributes.
 Customer perception includes the perception
of consumers regarding the product features
and reference group.
Consumer satisfaction :
 Consumer judgment (Andresen and Best 1977)
 Various outcomes that experience while using
product(Hunt 1977)
 Evaluation of cognition to compare outcomes
with expectations.
 Assimilation contrast theory(swan and combs
1976)
 Perception of outcome highly subjective will
assimilation toward expectations.
 Dissatisfaction of consumer do not always
blame manufacturer. satisfaction change
during time of product usage(Rebecca
slotegraf 1977)
 Satisfaction level decrease with usage.
 Irreversible attributes (Jeffry Inman 1977)
 17,000 owners show consumer learn to live
with attributes that can’t be resolved.
 Consumer judge the quality of the product in
accordance with attributes-specific
assessments.
 Salesperson attributes effects department
patronage(William k. Darley 1979)
 Perceived salesperson attributes achieve
consumer satisfaction(Denise J. Luethge 1980)
 Female salesperson attribute more positively
(Fiona Davies 1979)
 We have 3 hypothesis.

 H0 :
“Sales attributes and customer
perception has positive impact on customer
satisfaction”
 H1 :
“customer perception has positive impact on
customer satisfaction while sales attributes
have no impact”
 H2 :
“sales attributes has +ive impact on customer
satisfaction while customer perception has
no impact”
 We did sampling.
 We took a sample of 210 to do the research.
 We used quantitative method to measure
out the research
 Our instrument was questionnaire.
 Questionnaire comprises of 45 variables.
 We used SPSS to measure out the results of
our questionnaires.

 calculations done:
▪ Means
▪ Frequencies
▪ Bar charts
▪ Pie charts
 Comprises of 3 sections.

 1st ------> screening questions including:

▪ Name
▪ Gender
▪ Income
▪ Current brand name
▪ No of brands
▪ etc
 2nd ----> satisfaction level questions :
▪ No of years of using same car
▪ Mileage
▪ Avg speed
▪ Market value
▪ Etc
 3rd ----> effecting elements:
▪ Product features
▪ Awareness medium
▪ Sales attributes
▪ Reference group & Risk
▪ Competitive strategy
 After carefully examining results
we come to know that sales
person attributes and customer
perception both have positive
impact on customer satisfaction.
 So, the research concludes with
the approval of H0 and rejection
of H1 and H2.