Hyundai’s Customer Satisfaction Analysis in Azerbaijan Market

Khayala Babayeva () and Afat Aliyev ()

Academic Journal of Economic Studies, 2016, vol. 2, issue 4, 68-76

Abstract: In modern economies, level of customer satisfaction is main indicator which intends to show organization’s position in comparison with its competitors. Determining customer satisfaction level allows any organization to detect the problems and gives a way in order to solve such issues. In this article, the aim is to measure the satisfaction level of Hyundai customers in Azerbaijan and for that a survey has been conducted. The research has been implemented on two basis: customer Satisfaction of Hyundai clients on a) the car they drive; and b) the service they have paid for repairing their car in the service center. Authors have developed confidence interval and hypothesis testing for each outcome from the survey. In addition to these, NPS level of Hyundai has been computed. Those figures help the authors to measure the real population’s satisfaction level. The results of the analysis claim that ultimate amount of customers are dissatisfied with car’s quality. Furthermore most of drivers’ satisfaction level of services which Hyundai provides is satisfactory.

Keywords: Market research; Hyundai; Azerbaijani; customer satisfaction; statistical analysis (search for similar items in EconPapers)
JEL-codes: D12 (search for similar items in EconPapers)
Date: 2016
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