Abstract
Companies today are becoming customer centric & highly focusing on satisfying their customers as they realized that in present cut throat competition, satisfying & delighting the customers is very crucial. Because of the constant change in needs, expectations and lifestyle of customers, most of the companies are in dilemma that how to satisfy the customers and which strategy should be adopted. The same problems have witnessed by Indian automobile industry. Even Maruti Suzuki and Hyundai Motor- the two leading automobile giants in India are very much conscious about understanding the needs & expectations of the customers. The present study throws light on various factors related to consumer behavior & satisfaction. The objective of this research paper is to know the preferences and opinions of Maruti & Hyundai customers regarding after sales service, resale value, and fuel efficiency along with customer preferences while buying Maruti & Hyundai brands. The present study is descriptive in nature & convenient sampling technique has been adopted for selecting the consumers. The primary data has been collected with the help of structured questionnaire. The study reveals that the customer’s preferred Maruti cars on parameters like fuel efficiency, after sales service, resale value, availability of spare parts whereas in view of Hyundai customers they preferred vehicles on parameters like comfort & convenience, exterior, technology etc. The study concludes that proper customer care strategy plays vital role in satisfying & delighting the customers. Keywords:Maruti Suzuki, Hyundai Motors, after sales service, fuel efficiency, customer satisfaction.
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