Customer Satisfaction On Hyundai Cars Essays and Term Papers

Customer Satisfaction
A PROJECT REPORT ON A STUDY ON CUSTOMER SATISFACTION ON HYUNDAI CARS ITH SPECIA! REFERENCE TO AD"AITH MOTORS# $%ic& Su'mitte( to A!!IANCE )USINESS ACADEMY In %artia* fu*fi**ment of t+e re,uirements for t+e a-ar( of (e.ree of Post /ra(uate Di%*oma in Mana.ement0

Customer Satisfaction Of T+e Car Se.ments

O)JECTI"ES OF THE STUDY
10 To fin( out t+e customer satisfaction of t+e car se.ments in H2(era'a( mar3et0 40 To 3no- a'out t+e features of ma5or %artici%ants of car in(ustr20 60 To ana*27e t+e consumers attitu(e to-ar(s H2un(ai Cars0 80 To e*icit t+e inf*uencin. factors -+ic+ t+e %eo%*e consi(er Customer se.mentation of H2un(ai i49 an( measurement of customer satisfaction *e:e*

Customer Satisfaction ; Frame-or3

Customer Satisfaction IMPRO"IN/ <UA!ITY AND ACCESS TO SER"ICES AND SUPPORTS IN "U!NERA)!E NEI/H)ORHOODS Customer Satisfaction Customer Satisfaction IMPRO"IN/ <UA!ITY AND ACCESS TO SER"ICES AND SUPPORTS IN "U!NERA)!E NEI/H)ORHOODS Customer Satisfaction Acsi;Mo(e* DEPARTMENT OF TECHNO!O/Y AND )UI!T EN"IRONMENT An E=%*orator2 Stu(2 of Customer Satisfaction )ase( on ACSI Mo(e* An a%%*ication to t+e No04 'us ser:ice in />:*e of S-e(en !e ?ue C+un Yan. Decem'er@ 499A MasterBs T+esis in Mana.ement of !o.istics an( Inno:ati:e Pro(uction A'stract T

A Stu(2 on Customer Satisfaction at J3 Sea*s In(ia0

Pro(uction an( O%erations Mana.ement C9DDC691E Unit I Intro(uction Pro(uction S2stems ;Nature @Im%ortance an( Or.ani7ationa* functions 1 C+aracteristics of Mo(ern Pro(uction an( O%erations function ;Or.ani7ation of Pro(uction function @ Recent tren(s in Pro(uction an( O%erations Mana.ement0

T:s Customer Satisfaction Sur:e2

Mar3etin. is societa* %rocess '2 -+ic+ in(i:i(ua*s an( .rou%s o'tain -+at t+e2 nee( an( -ant t+rou.+ creatin. offerin. an( free*2 e=c+an.in. %ro(ucts an( ser:ices of :a*ue -it+ ot+ers0 Mar3etin. mana.ements as t+e2 are an( science of c+oosin. tar.et mar3et

Customer Satisfaction Ana*2sis on Su%ers+utt*e Ta=i Ser:ice@ Ne- Yor3 Case Stu(2F Su%ers+utt*e Ne- Yor3 C)*ue "anE )2 Putri A2u Dia+ C+an(ra Pus%ita PMM Case Stu(2 4Gt+ Au.ust 4911 or( countF 1@DD9 Ce=c*u(in. 'i'*io.ra%+2E Ta'*e of Contents 10 Ta'*e of Contents 10 40 60 Intro(uction H im%ortance of customer *o2a*t2 to a com%an200000000000000000000000000 6 Premium4199 or(sD Pa.es

Customer Satisfaction !e:e* C+a%ter oneF Intro(uction 101 Intro(uction 104 Ori.in of t+e re%ort 106 O'5ecti:es 108 Met+o(o*o.2 10I !imitation 101 Intro(uction Interns+i% is a %artia* re,uirement of .ra(uation0 It offers a .reat o%%ortunit2 for an2 stu(ent to .et some tremen(ous an Premium1I66D or(sJ4 Pa.es a**et

A !on.itu(ina* Ana*2sis of Customer Satisfaction an( S+are of

)ruce Cooi*@ Timot+2 !0 Keinin.+am@ !er7an A3so2@ L Mic+ae* Hsu A !on.itu(ina* Ana*2sis of Customer Satisfaction an( S+are of a**etF In:esti.atin. t+e Mo(eratin. Effect of Customer C+aracteristics Customer *o2a*t2 is an im%ortant strate.ic o'5ecti:e for a** mana.ers0 Researc+ +as in:esti.ate( t Premium18ID8 or(sID Pa.es

Staff Trainin. an( Customer Satisfaction Ho- Staff Trainin. an( Moti:ation Can Increase Customer Satisfaction an( )usiness Performance in Retai* Sector Contents A'stract 6 C+a%ter OneF Intro(uction 8 101 Researc+ )ac3.roun( 8 104 Researc+ Aims an( O'5ecti:e J 106 Researc+ <uestions G 108 Researc+ Sco%e an( Si.nificance GC Premium186AD or(sIA Pa.es

Ho- Can Commercia* )an3 <atar Measure an( E:a*uate t+e !e:e* of Customer Satisfaction -it+ Re.ar(s to t+e !e:e* of To% <ua*it2 Ser:ice Pro:i(e( Ser:ice <ua*it2 in Commercia* )an3 Ho- can Commercia* )an3 <atar Measure an( e:a*uate t+e *e:e* of customer satisfaction -it+ re.ar(s to t+e *e:e* of to% ,ua*it2 ser:ice %ro:i(e( First Researc+ Su%er:isorF Mr0 Ren5u Mat+ai Secon( Researc+ Su%er:isorF

Mr Otmane Sa(o3i Institu Premium4J19D or(s19I Pa.es

Customer Satisfaction SUMMER TRAININ/ REPORT )I/ )AMAAR A!!AHA)AD SU)MITTED )YF /HSIMR SU)MITTED TOF Ac3no-*e(.ementF It -as m2 first e=%erience to -or3 in a cor%orate an( t+e %ro5ect assi.ne( Customer Satisfaction Testin. t+e SER"<UA! sca*e in t+e %assen.er %ort in(ustr2F A confirmator2 stu(2 An.e*os Pantou:a3is$1&C@ Constantinos C+*omou(is4@ At+anassios Dimas1 A 3e2 ,uestion is -+et+er t+e ser:ice ,ua*it2 instruments (e:e*o%e( for ot+er ser:icesB in(ustries ma2 'e use( to .au.e ser:ice , PremiumDII9 or(s6D Pa.es inners to !o2a*ists

Raisin. Customer SatisfactionF Ser:ice <ua*ifiers an(

Raisin. Customer SatisfactionF Ser:ice <ua*ifiers an( inners to !o2a*ists I +a:e -or3e( in numerous restaurants o:er t+e 2ears@ 'ut m2 e=%erience at JoeBs Cra' S+ac3 in )e**e:ue@ Kentuc32 *eft ,uite an im%act on me0 JoeBs Cra' S+ac3 is one of t+e ferestaurants in /reater Cincinnati t+at s Premium1G1A or(sG Pa.es

A Stu(2 on Re*ations+i% )et-een t+e Effecti:eness of Pu'*ic Trans%ortation S2stem an( Customer Satisfaction in Kua*a !um%ur A stu(2 on re*ations+i% 'et-een t+e effecti:eness of %u'*ic trans%ortation s2stem an( customer satisfaction in Kua*a !um%ur C+a%ter One;Intro(uction 109 )ac3.roun( of stu(2 Pu'*ic trans%ortation +as 'ecome -i(e*2 %o%u*ar a** o:er t+e -or*( es%ecia**2 in ur'an area0 T+ere -ere a *ot of %u'*ic Premium46I4 or(s19 Pa.es

Customer Satisfaction on Creatin. Customer Re*ations+i%s CUSTOMER SATISFACTION ON CREATIN/ CUSTOMER RE!ATIONSHIPS Intro(uction T+is researc+ %a%er is aime( at ana*27in. some *iterature re:ie- on t+e issue of customer re*ations+i%s an( satisfaction0 Most of t+e researc+ +a:e focuse( on eit+er t+e customer satisfaction or customer re*ations+i% mana.eme Premium8DI8 or(s49 Pa.es

A Stu(2 on t+e Customer Satisfaction on After Sa*es an( Ser:ice in )a5a5 10 INTRODUCTION Customer satisfaction is re*ate( to t+e +uman acti:it2 (irecte( at satisf2in. +uman -ants t+rou.+ t+e e=c+an.e of .oo(s an( ser:ice0 Satisf2in. t+e

customers occu%ies a most im%ortant %osition in 'usiness mana.ement0 Customer satisfaction %*a2s a crucia* an( critica* ro*e as it (e PremiumD1G4 or(s6G Pa.es

Customer Satisfaction on Post;Sa*es Ser:ice -it+ Reference to T-o; +ee*er Automo'i*e In(ustr2 Customer Satisfaction on Post;Sa*es Ser:ice -it+ Reference to T-o; +ee*er Automo'i*e In(ustr2 S Saras-at+iN T+e 3e2 to success of automo'i*e in(ustr2 *ies not on*2 in +a:in. .oo( %ro(ucts 'ut a*so in 'ein. a'*e to %ro:i(e t+e customer -it+ t+e *e:e* of ser:ice t+e2 (esire0 )ecause of increas PremiumJIID or(s4G Pa.es

Mrf Customer Satisfaction INDRODUCTION Customer satisfaction can +e*% 2our 'usiness to ac+ie:e a sustaina'*e com%etiti:e a(:anta.es@ ItBs a'out un(erstan(in. t+e -a2 a customer fee*s after %urc+asin. a %ro(uct or ser:ice an( in %articu*ar@ -+et+er or not t+at %ro(uct or ser:ice meet t+e customerBs e=%ectation0 )ias t PremiumI919 or(s41 Pa.es

Customer Satisfaction To-ar(s Catro* En.ine Oi* THEORETICA! )ACK /ROUND0 Mar3etF )asica**2 a mar3et is a %*ace -+ere 'u2ers an( se**ers .at+er e=c+an.e .oo(s an( ser:ices0 A mar3et consists of a** %otentia* customers s+arin. a %articu*ar nee( or -ant t+at mi.+t 'e -i**in. a a'*e to en.a.e in e=c+an.e to satisf2 t+at nee( or Premium1196D or(s8I Pa.es

Customer Satisfaction Pro5ect CHAPTER; I CUSTOMER SATISFACTION 101 INTRODUCTIONF T+e customer is a %erson -+o 'u2s .oo(s or ser:ices for some %rice0 T+e success of an Enter%rise +ea:i*2 (e%en(s on customer Satisfaction0 It is t+e %erio( of customer era0 E:er2 customer 3no-s +is ri.+t an( res%onsi'i*ities0 T+e re*ations+i Premium19JA4 or(s86 Pa.es

A Stu(2 in Factors Affectin. Customer Satisfaction CHAPTER 1 INTRODUCTION 101 INTRODUCTION TO THE STUDY Customer satisfaction is (efine( as t+e measurement of +o- a com%an2Bs %ro(ucts or ser:ices meet or sur%ass its customerBs e=%ectations0 It is a*so a measure of +o- t+e customer %ercei:es t+e -a2 t+e com%an2Bs re%resentati:es

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Customer Satisfaction of Hero Motocor% PART 1 TOPICS N INDUSTRY OF AUTOMO)I!E N HISTORY OF )IKE ;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;; THE AUTOMO)I!E INDUSTRY THE AUTOMO)I!E INDUSTRY INDUSTRY PROFI!E INTRODUCTION In(ustr2 Profi*e T+e mar3et Premium18948 or(sIG Pa.es

Customer Satisfaction on Maruti Su7u3i FACTORS AFFECTIN/ CUSTOMER SATISFACTION F A STUDY ON MARUTI;SUMUKI Name F PROSEN SAHA 11OM)AO68 AKNO !ED/EMENT First*2@ I -ou*( *i3e to t+an3 m2 %ro5ect .ui(e Mr0Su'+a(i% Sar3ar for .i:in. me t+e o%%ortunit2 to -or3 on t+is %ro5ect0 His :a*ua'*e su..estions@ .ui(ance an( su%er: PremiumGG81 or(s61 Pa.es

Acce%tance an( Suita'i*it2 of Customer Satisfaction To-ar( <ueue Mana.ement in T+eme Par3@ Kua*a !um%ur CHAPTER 1 INTRODUCTION 101 )ACK/ROUND OF THE STUDY Priorit2 ,ueues an( t+eir im%act are %articu*ar*2 un(er researc+e( (es%ite u'i,uit2 in air*ines@ t+eme %ar3s@ ni.+t c*u's@ +ote*s an( ot+er ser:ice conte=ts0 Ot+er t+an t+at@ ,ueue is a common %+enomena in (ai*2 *i:e0 For e=am%*e 'an3s t+at +a Premium1681I or(sI8 Pa.es

A Stu(2 on Customer Satisfaction on )sn* Mo'i*e Ser:ices 109 INTRODUCTION 101 Statement of Pro'*em A stu(2 +as 'een con(ucte( in or(er to un(erstan( t+e Customers o%inion an( Satisfaction *e:e* of Mo'i*e Ser:ices of )SN! in East /o(a:ari District@ researc+tit*e(A STUDY ON CUSTOMER SATISFACTION FOR )SN! MO)I!E SE Premium1IDA6 or(sJ8 Pa.es

Customer Satisfaction A STUDY ON CUSTOMER SATISFACTION A)OUT THE SER"ICE RENDERED )Y THE TRUE SAI ORKS ITH REFERENCE TO PASSEN/ER CARS IN SA!EM CITY $%ic& Su'mitte( to T+e True Sai or3s@ Sa*em0 Re,uirement for t+e a-ar( of (e.ree of )ac+e*or Of )usiness A(ministration C)0)0A0E Su'mitte( '2 N0NIMAR AHAME PremiumIGG1 or(s48 Pa.es

Customer Satisfaction

INTRODUCTION "ictor2 of an2 'usiness rests on consumers -+o are -i**in. to acce%t an( %a2 for t+e %ro(ucts0 T+e firms must 'e a-are of -+at must 'e monitore( continuous*2 for assure( success Accor(in. to P+i**i% Kot*er Satisfaction is a fee*in. of %*easure CorE (isa%%ointment resu*tin. from PremiumI89G or(s44 Pa.es

Customer Satisfaction T"S MOTOR COMPANYINTRODUCTION It .i:es me an immense %*easure to %resent 2ou t+is entire %ro5ect0 T+e to%ic Is ASTUDY REPORT ON CUSTOMER SATISFACTION AND SER"ICE ANA!YSISOF MANICK)A/ T"S IN )E!/AUM CITY # t+e stu(2 is un(er.one at Manic3'a.T"S0T+e %ro5ect re%ort focuses on customer satisfa PremiumJ8I or(s6 Pa.es

An Assessment of Customer Satisfaction in !ore*an( Farm Resort A)STRACT T+is stu(2 -as (esi.ne( to assess t+e customer satisfaction in !ore*an( Farm Resort in terms of t+eir ser:ice -it+ t+eir .uests0 T+is researc+ aims to (e:e*o% an( en+ance t+e ser:ice an( a:oi( com%*aints in !ore*an( Farm Resort0 It a*so aims to 3no- t+e (emo.ra%+ic %rofi*e of t+e res%on PremiumIJD9 or(s46 Pa.es

Interns+i% Re%ort on Customer Satisfaction on t+e Ser:ices of A*;Arafa+ Is*ami )an3 !imite(0# Part;1 Intro(uction 101 )ac3.roun( of t+e re%ortF T+e interns+i% is a (2namic a%%roac+ for %ractica* 3no-*e(.e .at+ere( at t+is stu(20 M2 effort -as for %ractica* 5o' e=%erience t+rou.+ interns+i% for 'usiness communication s3i**s as -e** as 'an3in. sectors0 As a stu(ent of ))A for PremiumJ419 or(s4I Pa.es

customer satisfaction Contents CHAPTER 1 INTRODUCTIONF HAT IS CUSTOMER SATISFACTIONP A

stu(2 of customer satisfaction of C+e:ro*et is t+e tit*e of t+e stu(20 In t+is researc+er attem%ts to ana*27e t+e .eo.ra%+ic@ (emo.ra%+ic an( economic features of t+e000to me -as a 'it :ast an( I fe*t (ifficu*t to com%*ete -it+in t+e s%ecifie(customer satisfaction an( ser:ice ,ua*it2 in %u'*ic trans%ort

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customer satisfaction -it+ re.ar( to %ro(uct an( ser:ies of A=is 'an3 INTRODUCTION OF A?IS )ANK A=is )an3 -as t+e first ne- .eneration %ri:ate sector 'an3 to 'e esta'*is+e( in In(ia un(er t+e o:era** reform %ro.ramme initiate( '2 t+e /o:ernment of In(ia in 1DD1@ un(er -+ic+ nine ne- 'an3in. *icenses -ere .rante(0 T+e )an3 -as000 Premium196J6 or(s84 Pa.es

An Em%irica* Stu(2 on Customer Satisfaction in In(us Motors P:t0 !imite( -it+ S%ecia* Reference to Kera*a Journa* of )usiness Mana.ement L Socia* Sciences Researc+ CJ)MLSSRE ISSN NoF 461D;IJ18 "o*ume 4@ No0A@ Au.ust 4916 QQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQ An Em%irica* Stu(2 on Customer Satisfaction in In(us Motors P:t0 !imite( -it+ S%ecia*000 Premium46AA or(s19 Pa.es

Customer satisfaction INTRODUCTION It .i:es me an immense %*easure to %resent 2ou t+is entire %ro5ect0 T+e to%ic Is A STUDY REPORT ON CUSTOMER SATISFACTION AND SER"ICE ANA!YSIS OF MANICK)A/ T"S IN )E!/AUM CITY# t+e stu(2 is un(er.one at Manic3'a. T"S0 T+e %ro5ect re%ort focuses on customer000 PremiumA61D H2un(ai A PROJECT REPORT ON CUSTOMER SATISFACTION ON HYUNDAI MOTORS !AKSHMI HYUNDAI INDIA !TD )Y "0NIRMA!A RO!!0NOF 9A181E9998 Su'mitte( in %artia* fu*fi**ment of a-ar( of De.ree of MASTER OF )USINESS ADMINISTRATION C499A H 4919E $%ic& S AMI RAMANANDA TIRTHA INSTITUTE OF SC PremiumD1AD or(s6G Pa.es or(s68 Pa.es

H2un(ai Case Stu(2 Case Stu(2 ; H2un(aiF !ea(in. t+e -a2 in t+e .*o'a* car in(ustr2 T+e .*o'a* car in(ustr2 is one of t+e *ar.est an( most internationa*ise( 'usiness sectors0 T+ere are 1G ma5or

.*o'a* car com%anies@ eac+ of -+ic+ %ro(uces o:er 1 mi**ion cars a 2ear0 T+e H2un(ai Motor Com%an2 CH2un(aiE is Sout+ Kore Premium1IGJ or(sG Pa.es

Researc+ Re%ort H2un(ai 2A Pro5ect Re%ort On STUDY OF CUSTOMER SATISFACTION AND )UYERS )EHA"IOUR A STUDY OF OR/ANIMED AUTOMOTI"E HYUNDAI MOTORS !IMITED OUT!ET IN "ISAKHAPATNAM CITY /itam Institute of Mana.ement@ /ITAM Uni:ersit2@ "isa3+a%atn Premium8666 H2un(ai A PROJECT REPORT ON CUSTOMER PREFERENCE FOR DSC HYUNDAI MOTOR P"T !TD0 CHENNAI# Su'mitte( '2 S0AR"INDHRAJ C6I9A99G4E In %artia* fu*fi*ment for t+e a-ar( of Master of )usiness A(ministration un(er t+e su%er:ision an( .ui(ance of Dr0 T0RAMACHANDRAN CPROFESSOR in SRM Uni:ersit2E Kattan3u*at+urE PremiumI1GJ or(s41 Pa.es or(s1A Pa.es

case stu(2 H2un(ai H2un(aiF !ea(in. t+e a2 in t+e /*o'a* Auto In(ustr2 T+e .*o'a* automoti:e in(ustr2 is one of t+e *ar.est an( most internationa*i7e( 'usiness sectors0 T+ere are se:enteen ma5or .*o'a* automoti:e com%anies %ro(ucin. more t+an one mi**ion cars a 2ear0 H2un(ai Motor Com%an2 is Sout+ KoreaBs000 Premium18II Cars ana*2sis RESEARCH OF CUSTOMER SATISFACTION FOR IND"IDUA! /ERMAN CARS Su%er:isor H (r0 Ie:a Mei(utR Pa%er %re%are( in t+e 2ear 4914 in "i*nius Si7e of t+e %a%er H A6 %a.es0 Num'er of ta'*es H 1I0 Num'er of %ictures H 4D0 Num'er of references an( *iterature H 410 S+ort000 Premium641 or(s4 Pa.es or(sJ Pa.es

Mar3et Researc+ ; Satisfaction -it+ Cars CIn(ian CustomersE )USINESS RESEARCH METHODS PROJECT SU)MITTED )YF /ROUP 8 CSECTION /E ARJUN /AN/A! ASHISH MUNDHRA )HU"NESH )HA!!A )HU"NESH )HATIA CHETNA JARUHAR RESEARCH TOPIC HETHER PEOP!E ARE SATISFIED ITH THE CAR THEY ARE USIN/P IF NOT@ THEN HAT PRO)!EMS ARE THEY FACIN/ IN THE CARP

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Retai*in. C+aracteristics of Fast Foo( Stores an( T+eir Im%act on Customer Sa*es an( Satisfaction Retai*in. c+aracteristics of fast foo( stores an( t+eir im%act on customer sa*es an( satisfaction# )2F; Ra5u* )+ar(-a5 !ecturer@ Facu*t2 of Mana.ement Stu(ies@ /uru3u* Kan.ri Uni:ersit2@ Hari(-arCUttara3+an(E@ In(ia Ta'*e Of ContentsF; v C+a%;1 Intro(u Premium4DJ61 or(s11D Pa.es

Com%arati:e Stu(2 of Maruti Su7u3i L H2un(ai Motors to E:a*uate ConsumerBs Satisfaction in Sma** Car Se.ment0 O'5ecti:es of researc+ CaE To 3no- +o- man2 customers are actua**2 satisfie( after t+e2 +a:e %urc+ase( t+e "e+ic*e C'E To 3no- -+at (oes customer (eman(s a%art from -+at is %ro:i(e( '2 t+e manufacturer0 CcE To 3no- -+et+er customers fin( t+eir :e+ic*e economica* in fue* consum%tion@ s%are % Premium484J or(s19 Pa.es

Mar3etin. ; H2'ri( Cars Intro(uction Team A %resents our com%re+ensi:e assi.nment@ t+is %a%er encom%asses a :ariet2 of factors re*ate( to ECO;S%ecia*ties@ a *easin. firm t+at s%ecia*i7es in +2'ri( an( a*ternati:e fue* :e+ic*es e -i** e=amine t+e fo**o-in. area in t+is %a%erF a0 I(entif2 %ro(uctOser:ice '0 M Premium8881 or(s1A Pa.es

Strate.ic HrmF Case Stu(2 of !u=ur2 Cars Strate.ic HRM is t+e %rocess of *in3in. t+e HR function -it+ t+e strate.ic o'5ecti:es of t+e or.ani7ation in or(er to im%ro:e %erformance0#C)ratton L /o*( 499GE Strate.ic Human Resource CSHRME mana.ement is +uman resource mana.ement -it+ a strate.ic e(.e@ *in3in. 'ot+ 'usiness strate.2 -it+ +u Premium484G or(s19 Pa.es

/*o'a*i7ation of H2un(ai T+e /*o'a*i7ation of H2un(ai Intro(uction Since its *aunc+ in 1DJG@ H2un(ai Motor Com%an2CHMCE +as *e( t+e automo'i*e in(ustr2 in Korea0 In 1DGJ HMC %ro(uce( its first ori.ina* mo(e*@ t+e Pon2 C-it+ o:er D9 %ercent of %arts sources *oca**2E@ usin. a *o-; *ost a%%roac+Caroun( USS4@999E0 T+e succes Premium1884 or(sJ Pa.es

Effecti:e Retai* T+rou.+ Customer Ser:ice H t+e Im%act of Sa*es Staff in Different T2%es

of Retai* Format Effecti:e Retai* t+rou.+ Customer Ser:ice H T+e Im%act of Sa*es Staff in Different T2%es of Retai* Format San(ee%an Ma5+i Saura'+ C+o%ra Somnat+ /u+a Sar3ar Post /ra(uate Pro.ram In Fas+ion Mana.ement Stu(ies C499J;9AE Nationa* Institute of Fas+ion Tec+no*o.2 )an.a*ore Ac3no-*e( PremiumDA1J or(s89 Pa.es

Customer Re*ations+i% Mana.ement <uestion 6 Customer re*ations mana.ement is a current 'usiness 'u77 -or(0# Carr2 out an Internet researc+ %ro5ect from mar3etin.O'usiness 5ourna*s on t+e su'5ect of customer re*ations mana.ement0 Researc+@ rea(@ an( su'mit an e:a*uation of 2our fin(in.s from a minimum of fi:e ar Premium1GD9 or(sA Pa.es

Customer Ser:ice Customer Ser:ice +en assessin. t+e ,ua*it2 of customer ser:ice@ t+ere are man2 met+o(s of .ainin. information@ it is sai( '2 Mc*ean;conner C499JE t+at .enera**2 a com'ination of (ifferent met+o(s -i** %ro:i(e t+e 'est 3no-*e(.e of 2our customers0 Transactiona* Sur:e2 Mc*ean;connerC499JE states t Premium1I1I or(sG Pa.es

Ne=t Retia* Em%*o2ee Satisfaction A PROJECT REPORT On EMP!OYEES SATISFACTION L /RI"EANCE HAND!IN/# At NE?T RETAI! INDIA !TD0 CJune;Ju*2E Masters in PERSONNE! Mana.ement Sin+.a( Institute of Mana.ement L Com%uter A%%*icationCustomer E=%erience Point of "ieCa%.emini Consu*tin. t+e -a2 -e (o it Customer e=%erienceF 2our (efence a.ainst financia* %ressures In to(a2Bs c+a**en.in. economic en:ironment@ t+e most :a*ua'*e resource is a +a%%2 customer 'ase0 To .et an( 3ee% t+at resource@ 'usinesses must create a fu*fi**in. customer e=%erience0 En+a Premium1G9I or(sG Pa.es

Customer Re*ations+i% FOURTH NATIONA! CONFERENCE ON MANA/IN/ CUSTOMER !OYA!TY OR/ANISED )Y MMIM@ AM)A!A CHARYANAE0 TIT!EF Re*ations+i% Mar3etin.F A 3e2 to t+e success *a((er )YF me.+a set+i ':imr co**e.e INTRODUCTIONF ; Customer sa2s@ I I!! COME A/AIN AND )RIN/ OTHERS TOO# T+is *o2a*t2 from t+e Premium466G or(s19 Pa.es

Customer "a*ue Intro(uction Mar3etin. %rinci%*es ma(e a fast s-ift from t+e con:entiona* met+o(s to t+e mo(ern mar3etin.0 From t+e *iterature@ -e can mar3e( t+e s+ift from %ro(uct centric :ie- to customer centric :ie- 0i0e0 from# insi(e;out to outsi(e;in#0 T+is ma(e an outstan(in. s+ift from Mc Cart2Bs 8 Premium4G18 or(s11 Pa.es

Customer Perce%tion A'out Tractor 4919 A STUDY ON CUSTOMER PERCEPTION A)OUT TRACTORS# FORFESCORTS !TD0 A.ri Mac+iner2 /rou% )YF)A!JEET SIN/HCM)AO198AO9DE )IR!A INSTITUTE OF TECHNO!O/YCMESRAE ESCORTS !TD0 1 4919 FINA! REPORT ON CUSTOMER PERCEPTION A)OUT TRACTORS )Y )A!JEET SIN/H CO!! RO!! NO0; M)AO198AO9D Premium48A9J or(s199 Pa.es

Em%*o2ee Satisfaction A STUDY ON JO) SATISFACTION OF EMP!OYEES AT )HARATH RU))ER INDUSTRY !IMITED@ MADURAI Su'mitte( '2 /0)+arani Re.0NoFD949AJ9199J )HARATH NIKETAN EN/INEERIN/ CO!!E/E AUNDIPATTY;J4999D0THENI A PROJECT REPORT Su'mitte( to t+e DEPARTMENT OF MANA/EMENT STUDIES In %artia* fu*fi*ment of t+e re,u Premium1984D or(s84 Pa.es

Customer Perce%tion of Ser:ices Pro:i(e( '2 Pu'*ic Sector Roa( Trans%ort CHAPTER;1 /ENERA! INTRODUCTION 101 ; Intro(uction to Trans%ort In man2 countries@ ma5or in:estments are 'ein. ma(e in %u'*ic trans%ort s2stems to ma3e t+em more com%etiti:e in re*ation to ot+er means of trans%ort@ most nota'*2 %ri:ate :e+ic*es0 Ne- ser:ices are 'ein. (e:e*o%e( an( o* PremiumI8JD or(s44 Pa.es

Customer E=%erinece Re%ort Customer E=%erience Re%ort ;;;;;; )M @ APP!E@ IKEA Hua HUAN/ 81D8D661 Customers are :ie-e( as t+e core of a 'usinessTs success0 Customer Re*ations+i% Mana.ement CCRME is a 3e2 'usiness strate.2 an( aims to create an( (e*i:er :a*ue to tar.et customers0 C)utt*e@ 4998@ 1IE0 To ana*27e c Premium49J1 or(sD Pa.es

Automo'i*e In(ustr2 ; )ai*outs@ /oin. /reen an( H2un(ai

Auto In(ustr2 499D An im%ortant issue re.ar(in. 'usiness et+ics is t+e t+eor2 of mora* +a7ar( -+ic+ occurs -+en a %erson or 'usiness 'e+a:es (ifferent*2 -+en insu*ate( from a certain ris30 Mora* +a7ar( t+eor2 states t+at -+en a %erson or 'usiness is insure( a.ainst t+e conse,uences of a %articu*ar Premium64DJ or(s18 Pa.es

Customer !ifetime "a*ue CUSTOMER !IFETIME "A!UEF MARKETIN/ MODE!S AND APP!ICATIONS Pau* D0 )er.er Na(a I0 Nasr A)STRACT Customer *ifetime :a*ue +as 'een a mainsta2 conce%t in (irect res%onse mar3etin. for man2 2ears@ an( +as 'een increasin.*2 consi(ere( in t+e Ue*( of .enera* mar3etin.0 Ho-e:er@ t+e :ast ma5orit2 o PremiumGJGA or(s61 Pa.es

E*ectronic Customer Re*ations+i% Mana.ement CEcrmE 499AF984 MASTERVS THESIS E*ectronic Customer Re*ations+i% Mana.ement CeCRME ; customersB %erce%tion of :a*ue from eCRM features on air*ine e;tic3etin. e'sites Ifti3+ar A+ma( Ataur Ra+man C+o-(+ur2 !u*eW Uni:ersit2 of Tec+no*o.2 Master T+esis@ Continuation Courses E*ectronic Commerce Premium61868 or(s14J Pa.es

Customer Ser:ice Data Co**ecte( +en Jac3 Ta2*or foun(e( Enter%rise +is motto -as sim%*eF VTa3e care of 2our customers an( em%*o2ees first@ an( %rofit -i** ta3e care of itse*f0V VTa3e care of 2our customers an( em%*o2ees first@ an( %rofit -i** ta3e care of itse*f0V Ho-e:er@ -+en a com%an2 .ro-s it can 'ecome more an( more (ifficu PremiumJID or(s6 Pa.es

Com%ariti:e Ana*2sis of H2un(ai an( Santro RESEARCH REPORT ON THE TIT!E COMPARITI"E ANA!YSIS OF HYUNDAI SANTRO# SUPER"ISIN/ PROFESSOR PROF0 PIA!I HA!DER PREPARED )Y HIMANSHU SIN/HA! P/D)M 499J;9A 4KJ4A1G Emai* I(F+imans+uQ1A8IX2a+oo0co0in ASIA PACIFIC INSTITUTE OF MANA/EMENT 6; 8 INSTITUTIONA! AREA@ JASO!A@ NE DE!HI0 Ac3no-*e( PremiumI88A or(s44 Pa.es

Customer Re*ations+i% in Tourism In(ustr2 Sc+oo* of sustaina'*e (e:e*o%ment of societ2 an( tec+no*o.2 EFOG96 )ac+e*or t+esis in )usiness A(ministration )usiness A(ministration@ 'asic *e:e*;699@ 1I ESTC;%oints Su%er:isorF An.e*ina Sun(strYm ">sterWs@ 4919;9J;98 Customer Re*ations+i% in

Tourism In(ustr2 ;;; A case stu(2 of S-e(is+ tra: Premium16AAD or(sIJ Pa.es

+at Dri:e Customer to S+o% On*ineP +at (ri:es consumers to s+o% on*ineP A *iterature re:ie- Z [ Tonita Perea 2 Monsu-e@ )ene(ict /0C0 De**aert an( Ko (e Ru2ter Maastric+t Uni:ersit2@ Maastric+t@ T+e Net+er*an(s Ke2-or(s Information me(ia@ Internet@ Purc+asin.@ S+o%%in. A'stract +i*e a *ar.e num'er of consumers in t+e US an( Eu PremiumD1AJ or(s6G Pa.es

A Stu(2 on Peo%*e )u2in. Use( Cars A REPORT ON A STUDY ON PERCEPTION OF PEOP!E )UYIN/ USED CARS# SU)MITTED )Y P0N0PRATYUSHA RO!!F 19164 A REPORT ON A STUDY ON PERCEPTION OF PEOP!E )UYIN/ USED CARS# SU)MITTED )Y P0N0PRATYUSHA RO!!F 19164 )ATCH ?"III@ 4919;4914 Re%ort su'mitte( in %artia* fu*fi* PremiumAAIA or(s6J Pa.es

H2un(ai Case Stu(2 A'out HMC T+e H2un(ai Motor Com%an2 CHMCE is t+e *ar.est Sout+ Korean automo'i*e manufacturer@ -+ic+ is t+e fift+ *ar.est automa3er in t+e -or*(0 In 499J an( occu%ie( t+e 19t+ %*ace in t+e -or*( ran3in. of OICA0 In 499G H2un(ai a.ain +a:e e=ce**ent .ra(es in initia* ,ua*it2 sur:e2 '2 JD Po-er@ o Premium11ID or(sI Pa.es

Em%*o2ee Satisfaction A STUDY ON EMP!OYEE SATISFACTION AND MORA!E )OOSTIN/ ITH SPECIA! REFERENCE TO !ANSON TOYOTA@ CHENNAI0 PROJECT REPORT SU)MITTIED TO THE UNI"ERSITY OF MADRAS IN PARTIA! FU!FI!!MENT OF THE RE<UIREMENT FOR THE A ARD OF THE DE/REE OF MASTER OF )USINESS ADMINISTRATION SU)MITTED )Y MA!A Premium1484G Ma*i3 Cars INTRODUCTION TO THE COMPANY Ma*i3 cars are t+e aut+ori7e( (ea*er of TATA motors0 Ma*i3 Cars +as a fu**2 automate( -or3 s+o% -it+ *atest mec+anica* an( e*ectronic e,ui%ment an( is manne( '2 4I9 tec+nica**2 ,ua*ifie( an( traine( %ersonne*0 Mission is to ac+ie:e ma=imu Premium4G88 or(s11 Pa.es or(sI9 Pa.es

Maruti "0 H2un(ai TOPICF; Com%arati:e Ana*2sis Of Consumer Preferrence )et-een H2un(ai i19 :s0 Maruti Su7u3i a.on R )Y CHIRA/ /0 A!A S0Y0)MS \)B IJI4 RESEARCH PROJECT SU)MITTED TO MISS0 RICHA JAIN E?ECUTI"E SUMMARY In(ian automo'i*e in(ustr2 +as .ro-n *ea%s an( 'oun(s since 1ADA@ a time -+en Premium44AA or(s19 Pa.es

Im%ortance of Customer in MLa !INK]PIN/ STUDIES DISSERTATION FROM THE IN SCIENCE AND TECHNO!O/Y@ DISSERTATION NO0 11D6 AND INTERNATIONA! /RADUATE SCHOO! OF MANA/EMENT EN/INEERIN/@ IMIE@ DISSERTATION NO0 11I INDUSTRIA! DOCTORA! THESIS T+e Im%ortance of Customers in Mer.ers an( Ac,uisitions CHRISTINAEm%*o2ee Satisfaction A PROJECT REPORT ON EMP!OYEES JO) SATISFACTION# AT MANASI SYSTEMS TECHNO!O/IES P"T0 !TD@ JU)!IEE HI!!S@ HYDERA)AD A Pro5ect Re%ort Su'mitte( to In %artia* fu*fi**ment of t+e Re,uirements for t+e a-ar( of t+e (e.r PremiumDGGG or(s89 Pa.es

Customer Ser:ice of U'* E=ecuti:e Summar2 T+e Interns+i% re%ort +as 'een %re%are( on E:a*uation of customer ser:ice ,ua*it2 of Uttara )an3 !imite(# 'ase( on secon(ar2 (ata L information0 T+e information use( in t+e re%ort +as co**ecte( from :arious sources suc+ as %u'*is+e( materia*s *i3e annua* re%ort@ (ai*2 state Premium191J4 or(s81 Pa.es

H2un(ai Motors Crm Point !O"E!Y PROFESSIONA! UNI"ERSITY CUSTOMER RE!ATIONSHIP MANA/EMENT; M/T J66 HYUNDAI COMPANY;AUTOMO)I!E INDUSTRY Su'mitte( )2F %us%en(ra sin.+ mo'i*e no 9D9464AJ464 R.0 No019D9666G R1A9G)IJ M)A 8r( Sem0 Su'mitte( ToF Miss sa:it PremiumI91A or(s41 Pa.es

Secon(ar2 Ana*2sis of Mi( Se.ment Cars in In(ia SECONDARY DATA ANA!YSIS T+e fo**o-in. ana*2sis +as 'een (one on t+e 'asis t+at t+e mi((*e se.ment cars of t+e In(ian automo'i*e in(ustr2 can 'e (i:i(e( into t+e fo**o-in. ma5or %*a2ersF; 10 Maruti 40 H2un(ai 60 Hon(a 80 For( I0 Tata Motors J0 Nissan G0 "o*3s-a.en A0 Fiat PremiumA66J or(s68 Pa.es

H2un(ai Motors ^ ^ In(ustr2 o:er:ie- T+e .*o'a* automoti:e in(ustr2 is a +i.+*2 (i:ersifie( sector t+at com%rises of manufacturers@ su%%*iers@ (ea*ers@ retai*ers@ ori.ina* e,ui%ment manufacturers or OEMs@ aftermar3et %arts manufacturers@ automoti:e en.ineers@ motor mec+anics@ auto e*ectricians@ s%ra2 %ainte Premium4G9A or(s11 Pa.es

Customer Retention Te*ecommunications Po*ic2 4I C4991E 48D_4JD Customer retention@ *o2a*t2@ an( satisfaction in t+e /erman mo'i*e ce**u*ar te*ecommunications mar3et Torsten J0 /er%ott N@ o*f.an. Rams @ An(reas Sc+in(*er Te*ecommunications Mana.ement@ De%artment of )usiness A(ministration@ /er+ar(;Mercator;Uni:e Premium1186J or(s8J Pa.es

Customers Satisfaction !e:e* in Com%act Car Se.ment -it+ S%ecia* Reference to Maruti CUSTOMERS SATISFACTION !E"E! IN COMPACT CAR SE/MENT ITH SPECIA! REFERENCE TO MARUTI Pro5ect of Mar3etin. Researc+ )2F Fai7an A+ma( INSTITUTE OF MANA/EMENT STUDIES !A! <UAN@ /HAMIA)AD H 491 99D SEPTEM)ER 499A TA)!E OF CONTENTS CHAPTER NO0 CHAPTER PA/E NUM)ER 10 !ITERATURE R Premium6JJJ or(s1I Pa.es

Customer Re*ations+i% Mana.ement ; an E*ectronic "ieCustomer Re*ations+i% Mana.ement CCRME is a -a2 to i(entif2@ ac,uire@ an( retain customers ; a 'usinessV .reatest asset0 )2 %ro:i(in. t+e means to mana.e an( coor(inate customer interactions@ CRM +e*%s com%anies ma=imise t+e :a*ue of e:er2 customer interaction an( in turn im%ro:e cor%orate %erforman Premium1A64 or(sA Pa.es

Em%*o2ee Satisfaction $%ic&Insurance From i3i%e(ia@ t+e free enc2c*o%e(ia Jum% toF na:i.ation@ searc+ T+is artic*e is a'out insurance in finance0 For t+e si(e 'et 3no-n as `insurance` in t+e car( .ame of '*ac35ac3@ see )*ac35ac3aInsurance0 ^$%ic& ^T+is artic*e nee(s a((itiona* citations for :erification0 Premium11IIG or(s8G Pa.es

Customer Re*ations+i% M.mt E=amination Pa%erF Customer Re*ations+i% Mana.ement II)M Institute of )usiness

Mana.ement E=amination Pa%er Customer Re*ations+i% Mana.ement Section AF O'5ecti:e T2%e C69 mar3sE b b b T+is section consists of Mu*ti%*e C+oice ,uestions L S+ort notes t2%e ,uestions0 Ans-er a** t+e ,uestions0 Par PremiumJAG6 or(s4A Pa.es

Researc+ Re%ort in Satisfaction A SUMMER TRAININ/ REPORT ON Ana*2sis of Ne- Hon(a Cit2 Customer Profi*e Lam%c Satisfaction !e:e* Su'mitte( in Partia* Fu*fi**ment of t+e Re,uirement for T+e De.ree of )ac+e*or OF )USINESS ADMINISTRATION Su'mitte( '2F Ms0 Ni(+i /u%ta ))A C/enE H "t+ Sem Ro** No0 9I11681G9A Un(er / Premium1IAIG or(sJ8 Pa.es

Customer Re*ations+i% Mana.ement in Maruti Dea*ers+i% A PROJECT REPORT ON CUSTOMER RE!ATIONSHIP MANA/EMENT IN MARUTI DEA!ERSHIP# FOR MARUTI ONDER CARS P"T0 !TD0# SU)MITTED )Y A)HIJEET K0 RAUT UNDER THE /UIDANCE OF PROF0 ; MRS0 ASH INI SO"ANI SU)MITTED TO UNI"ERSITY OF PUNE# IN PARTIA! FU!FI!!MENT OF THE R PremiumJAI8 or(s4A Pa.es

CustomerBs )e+a:iour in E;Commerce in C+ina CUSTOMERBS )EHA"IOUR IN E;COMMERCE IN CHINA CaseF tao'ao T+esis ?in=in. Hon. Yan*on. C+en De.ree Pro.ramme in Internationa* )usiness Internationa* Mar3etin. Mana.ement SA"ONIA UNI"ERSITY OF APP!IED SCIENCES )usiness an( A(ministration@ "ar3aus De.ree Pro.ramme@ o%tion )ac+e*or of Premium1GJG4 or(sG1 Pa.es

Em%*o2ee Satisfaction Intro(uction T+is c+a%ter -i** first re:ie- factors t+at affect em%*o2ee satisfaction an( factors t+at are affecte( '2 em%*o2ee satisfaction0 Secon(@ a c*oser *oo3 at em%o-erment@ inc*u(in. numerous (efinitions@ t+eories@ an( its mo(ern;(a2 ori.ins -i** 'e e=amine(0 T+ir(@ t+e 'enefits of em%o-e Premium64A1 or(s18 Pa.es

Customer Re*ations+i% Mana.ement e*come to Trainin. Session on Mo(u*eF CUSTOMER RE!ATIONSHIP MANA/EMENT CCRME Trainer O Facu*t2 A:inas+ Mur3ute ^ a:inas+tX.a*a=28u0 in ^ DA44JDA9G9 PEDA/O/Y CTeac+in.c assistin. stu(ents t+rou.+ interaction an( acti:it2 in t+e c*assroomE 1E On*ine %resentation dZ

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Customer Re*ations+i% Mana.ement Customer Re*ations+i% Mana.ement Ro.er )aran@ DePau* Uni:ersit2@ C+ica.o C+risto%+er Merres@ Uni:ersit>t Kasse* Mic+ae* Merres@ Uni:ersit>t Ham'ur. 10 Histor2 an( t+eor2 Customer Re*ations+i% Mana.ement CCRME is .ro-in. in im%ortance (ue to t+e c+a**en.in. 'usiness en:ironment face PremiumIAG8 or(s48 Pa.es

Customer Re*ations+i% Mana.ement INTRODUCTION INTRODUCTION OF CUSTOMER RE!ATIONSHIP MANA/EMENT F CRM is t+e %rocess of mana.in. (etai*e( information a'out t+e in(i:i(ua* Customer an( carefu**2 mana.in. to a** t+e customers `touc+ %oint` to ma=imi7e customer *o2a*t20 Customer Re*ations+i% Mana.ement ena'*e Com%an2 to %ro:i(e e Premium14AD4 or(sI4 Pa.es

Customer Re*ations+i% Mana.ement Customer Re*ations+i% Mana.ement CCRME Intro(uctionF Customers are t+e most :a*ua'*e assets of t+e com%an2@ an( 3ee%in. t+em +a%%2 an( *o2a* an( more t+an %ro:i(in. ,ua*it2 %ro(ucts@ it re,uires rea*;time insi.+t into un(erstan(in. attitu(es@ tren(s@ an( antici%atin. t+e nee(s of custome Premium1JI4 or(sG Pa.es

Un(erstan(in. Customer Nee(s UNDERSTANDIN/ CUSTOMER NEEDS )arr2 !0 )a2us Kenan;F*a.*er )usiness Sc+oo* Uni:ersit2 of Nort+ Caro*ina C+a%e* Hi**@ NC 4GIDD CD1DEDJ4;6419 )arr2Q)a2usXUNC0e(u Januar2 499I Re:ise( No:em'er 499G %re%are( for S+ane@ S0 Ce(0E@ )*ac3-e** Han('oo3 of Tec+no*o.2 an( Inno:ation Mana.ement@ Premium11G98 or(s8G Pa.es

Customer Re*ations+i% Mana.ement +at are t+e ma5or c+a**en.es of )4C e;commerceP N N Focus on %ersona*i7ationF A -i(e arra2 of soft-are is a:ai*a'*e to +e*% e;commerce sites create uni,ue 'outi,ues t+at tar.et s%ecific customers0 For e=am%*e@ American Air*ines +as %ersona*i7e( its -e'site so t+at 'usiness f*iers :ie- it aH2un(ai Researc+ Pa%er Consumer )e+a:iorF MKT I19 ProfessorF Dr Hossein Kamarei Assi.nmentF 4 Su'mitte( '2 Santos+ Ra5 /autam Octo'er 4J@ 4911 10 Determine t+e ro*e of H2un(aiBs 19;2ear@ 199@999;mi*e -arrant2 in its turnaroun( an( +o- it re*ates to %ost %urc+ase (issonance0 +en H2un(ai *aunc+ its :e+ic*es in

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Cre(it Car( Satisfaction Amon. )usiness C*ass A'stractF Past stu(ies in(icate t+at t+ere is a c*ose re*ations+i% 'et-een s%rea( of cre(it car( usa.e in a countr2 an( its sta.e of socio;economic (e:e*o%ment0 it+ increase( *e:e* of socio;economic an( tec+no*o.ica* (e:e*o%ment@ cre(it car( usa.e %articu*ar*2 increases in (e:e*o%in. countries0 PremiumJ181 or(s4I Pa.es

C+an.es in Automoti:e Aftermar3et )usiness Tren( an( Effect on Customer Cre(it Mana.ement CHAN/ES IN THE AFTERMARKET )USINESS TREND AND THE EFFECT ON CUSTOMER CRDEIT MA/A/EMENT ;"INEETA SUMAN !UCKY )HA"INI ACKNO !ED/EMENT T+is %ro5ect +as 'een carrie( out at t+e Sa*es Office of )osc+ !t(0@ Patna -+ic+ *oo3s after )i+ar aftermar3et o%eration0 PremiumG8J8 or(s69 Pa.es

Fun(amenta*s of Customer "a*ue MARKETIN/ Fun(amenta*s of Customer "a*ue To create successfu* customer re*ations+i%s@ com%anies must un(erstan( -+at t+eir customers care a'out an( -+at :a*ue %ro%osition a%%ea*s to t+em0 '2 Mo+an'ir Sa-+ne2 Ke**o.. Sc+oo* of Mana.ement S uccessfu* customer re*ations+i%s are 'ui*t on t+e Premium6J99 or(s1I Pa.es

Customer E=%erience Mana.ement DEC!ARATION I +ere'2 (ec*are t+at t+e information %resente( +ere is true to t+e 'est of m2 3no-*e(.e0 A*so@ t+e %ro5ect +as not 'een %u'*is+e( an2-+ere e*se0 M)A curricu*um is (esi.ne( in suc+ a -a2 t+at stu(ent can .ras% ma=imum 3no-*e(.e an( can .et %ractica* e=%osure to t+e cor% Premium1416J or(s8D Pa.es

a*martF Customer Ser:ice Issues Accor(in. to a re%ort from )*oom'er. in 499A@ a*;Mart Stores Inc0 ran3e( *o-est amon. U0S0 (iscounters an( (e%artment store c+ains in an annua* sur:e2 of customer satisfaction0 S+o%%ers sai( t+e2 foun( *ess :a*ue in a*martBs %rices0 T+e first issue encountere( '2 a*mart is ru(e ser:ices %ro:i( Premium898 or(s4 Pa.es

As Car Sa*es Co**a%se@ H2un(ai )ecomes t+e Most Successfu* Car Com%an2 in

America H2un(ai is no- t+e most successfu* car com%an2 in t+e US an( it +as t+e num'ers to %ro:e it0 It +as come u% -it+ a -a2 to se** cars to %eo%*e -+o fear t+at t+e2 -i** 'e +ome*ess an( it -or3s0 Most *ar.e car com%anies %oste( more si.nificant unit sa*es (ro%s in Fe'ruar2 t+an ana*2sts e=%ecte(0 /M C/ PremiumG9A or(s6 Pa.es

Pro5ect Re%ort on H2un(ai I 19 A PROJECT REPORT On Consumer A-areness An( Satisfaction To-ar(s H2un(ai i19 Su'mitte( toF Premium698I or(s16 Pa.es

Is Customer a Kin. of t+e Mar3et Is consumer rea**2 t+e 3in. In In(iaP ^ ^ ^ ^ Yes0 counsumer is 3in. in in(ia0 'ecause consumer 3no- -+at to 'u2 -+at not to 'u20 t+e2 are e(ucate(0 an( *a-s a*so .i:e %rotection to customer 0consumer %rotection act is e=am%*e0 ^ ^ As %er m2 counter:ie-0 Consumers are rea*2 not con PremiumJIII H2un(ai Dama.e t+at un+a%%2 mana.ement;*a'or cause( to H2un(ai Motor@ Co Jennifer )+i3arr2 )arr2 Uni:ersit2 Da:i( M0 KOPP@ P+0D0 )arr2 Uni:ersit2 Da:ie@ F!ORIDA ADM I9IF Human Resource A(ministration Fe'ruar2 46r(@ 4914 Dama.e t+at un+a%%2 mana.ement;*a'or ca Premium4G4J or(s11 Pa.es or(s4G Pa.es

H2un(ai Motor Com%an2 CASEF SM;144 DATEF 11O18O96 HYUNDAI MOTOR COMPANY e are (isa%%ointe( -+en -+at -e (i( is un(er:a*ue(0 )ut t+atBs t+e time -e fee* t+e nee( to (o somet+in.0 eMon.;Koo C+un.@ C+airman an( CEO of H2un(ai Motor Com%an2 H2un(ai Motor Com%an2 CHMCE@ t+e *ar.est automo'i*e com%an2 in Korea@ -en Premium114D1 or(s8J Pa.es

Customer )e+a:iour; Mi( Sem E=am Notes !ecture OneF Intro(uction to Consumer )e+a:iour Consumer )e+a:iourF Ref*ects tota*it2 of consumerBs (ecisions -it+ res%ect to t+e ac,uisition@ consum%tion an( (is%osition of .oo(s@ ser:ices@ time an( i(eas '2 C+umanE (ecision;ma3in. units Co:er timeE Ac,uisition; o'tainin.@ .at+erin.@ ac,uiri

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Consumer !o2a*t2 L Petro* Retai* in In(ia For t+e %etro*eum retai* sector in In(ia@ recent 2ears +a:e seen fun(amenta* c+an.es in t+e -a2 'usiness is 'ein. (one0 T+e sector +as mo:e( a-a2 from 'ein. .o:ernment;contro**e(@ a mo:e t+at +as 'rou.+t ne- *e:e*s of com%etiti:e t+reat an( customer focus0 Premium448I or(sD Pa.es

T+e Im%ortance of Customer Ta'*e of Contents Intro(uction 4 +o is customerP 4 Im%ortant of Customer 4 Customer Satisfaction@ !o2a*t2 an( Retention 6 Care e=istin. customer 8 T+e crisis t+at firms face to (o I Re:enueOsa*es (ro% crisis I Increasin. of o%eratin. costs I Hi.+er materia* cost J Ho- crisis .i: Premium46ID Jo' Satisfaction CONTENTS ^CHAPTER NO0 ^TIT!E OF CHAPTER ^PA/E NO0 ^ ^ ^Contents ^ ^ ^ Premium1186A or(s8J Pa.es or(s19 Pa.es

Customer Perce%tion on Nan(i Pro(ucts at Kmf MARKETIN/ MANA/EMENT CONTENTS 10 Mo(ern Mar3etin. Conce%tF Socia* Mar3etin. conce%t H A%%roac+es to t+e stu(2 of mar3etin. H Mar3etin. se.mentation H Meanin. H )ases for se.mentation@ 'enefits H S2stems a%%roac+ H Features of in(ustria*@ consumer an( ser:ices mar3etin.0 40 PremiumIG16J Customer !o2a*t2 A'stract T+e Stu(2 of Customer !o2a*t2 Factors in t+e Mo'i*e Te*ecommunications In(ustr2 in C+ina T+is artic*e is a stu(2 of C+inese te*ecommunications ser:ice customer *o2a*t2 factors an( t+e im%act of t+e interna* mec+anism0 T+e in(ustr2 em%irica* stu(2 re:ea*s t+e communications ser:ices in Premium118AD or(s8J Pa.es or(s44D Pa.es

!u=rious Cars Mar3et Ana*2sis in )an.*a(es+ C+a%ter 1F Intro(uction 10 /enera* I(ea on Interns+i% Pro.ram T+e -or*( to(a2@ t+e *atest :e+ic*e tec+no*o.2 %*a2 an im%ortant ro*e in ma3in. 2our 'usiness more successfu* an( effecti:e of 199 2ears@ tec+no*o.ica* a(:ances in t+e automoti:e sector is .ro-in. an( si.nificant (e:

PremiumDDDA Com%anies

or(s89 Pa.es +o E=+i'it a /reat Customer E=%erience

/rant Dunn UFID 8GD4;6III Section GD66 Se%tem'er 8@ 4914 Out'ac3 Stea3+ouse@ Pu'*i= Su%ermar3et@ an( C+ic3;fi*;A RestaurantF Off t+e )eaten Pat+ of t+e Or(inar2 Customer E=%erience A (istincti:e an( tota* customer e=%erienceZ It is ar.ua'*2 t+e most im%ortant Aims an( o'5ecti:es

Aims
T+e re*ations+i% 'et-een a 'usinessBs aims an( its o'5ecti:es is im%ortant0 Aims are .enera* statements of -+at a 'usiness is see3in. to ac+ie:e0 T+e2 are c*ose*2 re*ate( to its :ision0 O'5ecti:es are muc+ more s%ecific0 T+e2 often inc*u(e ,uantifia'*e e*ements t+at s%ecif2 %recise %erformance tar.ets0 Mana.ers can use t+ese o'5ecti:es to monitor %ro.ress0 T+e2 can com%are actua* %erformance a.ainst t+e tar.ets set out in t+e o'5ecti:es0 T+e2 can t+en ta3e correcti:e action if t+e 'usiness *oo3s *i3e it -i** fai* to meet tar.ets0 7fsQ1A9149199Q9D81T+e re*ations+i% 'et-een aims an( o'5ecti:es can 'e i**ustrate( usin. e=am%*es from Muric+0 T+e com%an2Bs :ision is to 'e t+e \'est .*o'a* insurerB0 T+is is 'ac3e(;u% '2 t+ree 3e2 *on.;term aimsF to ensure customer satisfaction to (e*i:er s+are+o*(er :a*ue to 'e t+e em%*o2er of c+oice

o'5ecti:es
T+e com%an2 +as a series of o'5ecti:es to +e*% it measure %ro.ress to-ar(s t+ese aims0 In re*ation to t+e aim of customer centricit2@ one of Muric+Bs o'5ecti:es is to ac+ie:e to% ,uarti*e customer satisfaction -+en com%are( -it+ ot+er com%anies in t+e financia* ser:ices in(ustr20 T+is means t+at Muric+ -ants to 'e in t+e to% 4If of insurance an( financia* ser:ices %ro:i(ers for a** as%ects of its %erformance as measure( '2 in(e%en(ent researc+0 In re*ation to t+e aim of .i:in. s+are+o*(er :a*ue@ one of Muric+Bs

o'5ecti:es is to ac+ie:e a return on e,uit2 of 1Jf0 T+is means t+e com%an2 -ants to ac+ie:e a g1J %rofit after ta= for e:er2 g199 of ca%ita* t+at it +o*(s0 Muric+ -i** 'e a'*e to %a2 (i:i(en(s to its s+are+o*(ers if it ma3es sufficient %rofit0 In re*ation to t+e o'5ecti:e of 'ein. t+e em%*o2er of c+oice@ one of Muric+Bs o'5ecti:es is to secure +i.+ em%*o2ee en.a.ement scores0 T+ese are measure( t+rou.+ em%*o2ee satisfaction sur:e2s0 A committe( an( moti:ate( -or3force are more *i3e*2 to (e*i:er +i.+ *e:e*s of customer ser:ice an( 'e *o2a* to t+e com%an20 In ot+er -or(s@ Muric+ -i** 'e an em%*o2er of c+oice0