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ANNEXURE I
SUBMISSION OF PROJECT SYNOPSIS AND GUIDE ACCEPTANCE FORM
(To be submitted to the project steering committee)

PART A: Synopsis Registration.

I.

II.

Student Details:
1. Name of the program

2. Name of the Student

3. Roll Number

4. Session & Year

5. Name and address of learning centre

Project Details

6. Title of the Project : Customer

satisfaction at Hyundai motors with special

reference to Vasuarjun Hyundai

7. Problem Statement: (About 500 words): Customer satisfaction is a term frequently used
in marketing. It is a measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as "the number of customers, or
percentage of total customers, whose reported experience with a firm, its products, or its services
(ratings) exceeds specified satisfaction goals. In a survey of nearly 200 senior marketing
managers, 71 percent responded that they found a customer satisfaction metric very useful in
managing and monitoring their businesses
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
strategy.
"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.... These metrics quantify
an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth
marketing, which is both free and highly effective

8. Methodology to be used

: Convenience Sampling was adopted to choose the

respondents. The respondents comprised both male and female of different age groups, from
varying income group, coming from different educational backgrounds.
The data obtained through questionnaire was processed using the statistical.
Additional information obtained from various business journals, magazines, newspapers,

websites etc. are also analyzed.

Questionnaire was prepared and was put before the customers to know the level of satisfaction.
Organization calls the customer after every service and purchase to know the experience and
level of satisfaction.