An empirical study of Car selection factors - A qualitative & systematic Review of Literature

Abstract - India is one of the world’s fastest growing automobile markets and is poised to become the third largest passenger’s car market by 2020. The recorded sales growth of 4 wheelers like passenger car & utility vehicle has also risen up to 7.87 % and 6.25% respectively during April-March 2016. But what makes a car maker like Japan’s Maruti Suzuki and Korea’s Hyundai enjoys more than 67% of market share while others like US car makers Ford India and General Motors combined market share is just 4- 5%. Sales in the North & East region have evidenced only 5%of changes in the FY16 which is comparatively lower than the west & south region. The Japanese car makers(Honda, Hyundai, Isuzu Motors, Nissan &Toyota) achieved an average of 48.01% of growth till July 2016 having a better stand from the Indian car makers (Hindustan Motors, M&M,M&S, Tata & Force motors) i.e. 6.74%. In this study the researcher explored the factors affecting the satisfaction of prospective car buyers and existing car users at dealer point and facilitate dealer to create a brilliant “moment of truth” (Pioneered by JanCarlzon) when a customer encounter with company