INTRODUCTION:

Customer satisfaction is a measure of how products and services supplied by a company

can meet the customer’s expectations.

Customer satisfaction is still one of the single strongest predictors of customer retention.
It’s considerably more expensive to attract new customers than it is to keep old ones happy. In a
climate of decreasing brand loyalties, understanding customer service and measuring customer
satisfaction are very crucial.

There is obviously a strong link between customer satisfaction and customer retention.
Customer's perception of Service and Quality of product will determine the success of the
product or service in the market.

With better understanding of customers' perceptions, companies can determine the actions
required to meet the customers' needs. They can identify their own strengths and weaknesses,
where they stand in comparison to their competitors, chart out path future progress and
improvement. Customer satisfaction measurement helps to promote an increased focus on
customer outcomes and stimulate improvements in the work practices and processes used within
the company.

Customer expectations are the customer-defined attributes of your product or service you
must meet or exceed to achieve customer satisfaction .There are many reasons why customer
expectations are likely to change over time. Process improvements, advent of new technology,
changes in customer's priorities, improved quality of service provided by competitors are just a
few examples. Importance given to customer satisfaction of brand name, features, price, quality,
look and mileage while purchasing.

1. Interest level of people to buy Hyundai Motors.

2. Different means through which the consumers gets information about the Hyundai Motors.
3. From this information company can come to know how the brand name is affecting the sales of
the Motors.
 Marketing is a societal process by which individuals and
groups obtain what they need and want through creating, offering and freely
exchanging products and services of value with others. It is otherwise defined as "the
art of selling products".

Marketing is the process of planning and executing the

conception, pricing, promotion and distribution of ideas, goods, and services to create
exchanges that satisfy individual and organizational goals.

Customer satisfaction is “a person's feelings of pleasure or

disappointment resulting from comparing a product's perceived performance (or
outcome) in relation to his or her expectations”.

Customer satisfaction is seen as a key differentiator and

increasingly has become a key element of business strategy. There is a substantial
body of empirical literature that establishes the benefits of customer satisfaction for
firms.

Customer satisfaction is an abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a number
of both psychological and physical variables which correlate with satisfaction
behaviors such as return and recommend rate. The level of satisfaction can also
vary depending on other factors the customer, such as other products against which
the customer can compare the organization's products.
Meaning and Definitions:-

“a person's feelings of pleasure or disappointment

resulting from comparing a product's perceived performance (or outcome) in
relation to his or her expectations”.

-Philip Kotler.

“The customer’s mind is still closed to us; it is a ‘black

box’ that remains sealed. We can observe inputs to the box and the decisions made
as a result, but we can never know how the act of processing inputs truly happens”.
-John E. G. Bateson

Customer satisfaction is a term used to describe a scenario

when an exchange meets the needs and expectations of its user. It captures the
provision of goods or services that fulfil the customer’s expectations in terms of
quality and service in relation to the price paid. Customer satisfaction, as a
business term, can also be used to measure how the supply of products or services
surpasses customer expectations.

Customer satisfaction measures how well a firm is able

to meet the expectations of customers. Customer satisfaction is a key concept in
marketing, as a firm cannot retain its customers unless it has highly satisfied
customers.

Customer satisfaction is a marketing term that

measures how products or services supplied by a company meet or surpass a
customer's expectation. Customer satisfaction is important because it provides
marketers and business owners with a metric that they can use to manage and
improve their businesses.
 OBJECTIVE OF THE STUDY:

Following are the main objective to study about the customer satisfaction on Hyundai Motors

 To study Automobile industry.

 To know the various factors influencing in consumer decision.

 To study various Marketing activities provided by Hyundai Motors.

 To study the various services provided by Hyundai Motors.

 SCOPE OF THE STUDY

 This report covers various aspects of the Indian Automobile Industry.

 It gives detailed analysis of the urban Automobile Industry in terms of total sales, marketing mix

and satisfaction level.

 Each section sufficiently explains the current and future market trends, and developments in the
Indian Automobile Industry.
NEED AND IMPORTANCE OF THE STUDY:

From the days of industrial revolution when goods & services were produced to the
present day, the emphasis has shifted from the Producers to the consumer and his needs, and with
the consumer becoming more involved, in the marketing process there is greater need for
information regarding the consumer needs, preferences and making them satisfied of the
products & services, which has led to a constant but increasing need to conduct marketing
research.

This research is an insight into the mind of the consumer, with the help of which the
organizations will become aware of their pitfalls and in turn can also make improvements in the
product regarding the level of satisfaction of the consumers. The Automobile industry is the most
competitive one and is dominated by money bitter rivals. There exists a oligopoly competition.
However the present study tries to find out the different variables of customers satisfaction
towards Automobile industry which is resulting in gaining market share.
Research Methodology:

Research is the search for knowledge through objective and systematic method of finding
solution to a problem is research. Research is defined as human activity based on intellectual
application in the investigation of matter. The primary purpose for applied research is
discovering, interpreting, and the development of methods and systems for the advancement of
human knowledge on a wide variety of scientific matters of our world and the universe. Research
can use the scientific method, but need not do so.

Research Methodology

Research methodology refers to the method the researcher uses in performing research
operations.

Research Approach

Type of research:

1. Exploratory Research Design: The major emphasis in exploratory research design is on

discovery of ideas and insights.

2. Descriptive Research Design: The Descriptive Research Design Study is typically concerned
with determining the frequency with which something occurs or the relationship between two
variables.

3. Casual Research Design: A Casual Research Design is concerned with determining cause
and effect relationship.

Data Collection Method

Data for the present study is collected from two sources:

 Primary sources:

The data are collected directly from the universe by conducting interviews, etc. these are
the original sources from which the researcher directly gathers data which are not previously
referred.

Secondary sources:

The data are collected from the secondary sources such as magazines, journals, etc.
These sources consist of already variable data in the form of statements, and reports, which may
include sensory reports, financial statements of the company, reports of governments
departments, etc.

Data collection approach

To carry out this research, primary data and secondary are collected.

Primary data (survey data)

Systematic collection of information directly from respondents. This data is collected

for the descriptive research. The survey data collected during the study includes the data
collected through questionnaire and face-to-face interview with customer to know about the
consumer behaviour.

Secondary data

The first step in data collection approach is to look for secondary data. Usually it is the
data developed for some purpose other than for helping to solve the problem at hand. Secondary
data are collected through various magazines, internal experts, and website.

Mea surement Technique

1. Questionnaire : Questionnaire is a list of question to be asked from respondents. It also contains

a suitable space where the answers Can be recorded.

2. Scales (Likert Scale) : An extremely popular means for measuring attitudes. Respondents
indicate their own attitudes by checking how strongly they agree or disagree with statements.
Response alternatives: “strongly agree”, “agree”, “uncertain”, “disagree”, and “strongly
disagree”.

Sampling Population

The people of the Hyderabad city.

Sampling Frame

Customers of Hyundai Motors from Hyderabad.

Sampling unit:

Business people, Government services, Doctors, Engineers, Lawyers of Hyderabad city.

Sample Size:

100

Sampling Method:

Selective Random sampling method.

Statistical tools used

SPSS Package
 LIMITATIONS OF THE STUDY:

1. Since the Questionnaire involves the view customer satisfaction of customers, brand messages &
suggestions regarding promotional activities, they were not prepared to disclose the actual view.

2. Only Hyderabad was selected for the study. Thus the sample may not be considered as the true
study of the whole market.

3. As the duration of the study was to only a limited period of 45 days.

4. The opinions expressed by the respondents are subjective in nature.

5. Some respondents were not interested to give the accurate information of products.

6. The recommendations at the end of the report are made based on the information obtained
through the survey.
 CHAPTER-II

INDUSTRY PROFILE

&

COMPANY PROFILE
Automobile industry in India

The automobile industry in India is the ninth largest in the world with an annual production of over 2.3
million units in 2008 In 2009, India emerged as Asia's fourth largest exporter of automobiles, behind
Japan, South Korea and Thailand.

Following economic liberalization in India in 1991, the Indian automotive industry has demonstrated
sustained growth as a result of increased competitiveness and relaxed restrictions. Several Indian
automobile manufacturers such as Tata Motors, Maruti Suzuki and Mahindra and Mahindra, expanded
their domestic and international operations. India's robust economic growth led to the further
expansion of its domestic automobile market which attracted significant India-specific investment by
multinational automobile manufacturers. In February 2009, monthly sales of passenger cars in India
exceeded 100,000 units.

bryonic automotive industry emerged in India in the 1940s. Following the independence, in 1947, the
Government of India and the private sector launched efforts to create an automotive component
manufacturing industry to supply to the automobile industry. However, the growth was relatively slow
in the 1950s and 1960s due to nationalization and the license raj which hampered the Indian private
sector. After 1970, the automotive industry started to grow, but the growth was mainly driven by
tractors, commercial vehicles and scooters. Cars were still a major luxury. Japanese manufacturers
entered the Indian market ultimately leading to the establishment of Maruti Udyog. A number of foreign
firms initiated joint ventures with Indian companies.

In the 1980s, a number of Japanese manufacturers launched joint-ventures for building motorcycles and
light commercial-vehicles. It was at this time that the Indian government chose Suzuki for its joint-
venture to manufacture small cars. Following the economic liberalization in 1991 and the gradual
weakening of the license raj, a number of Indian and multi-national car companies launched operations.
Since then, automotive component and automobile manufacturing growth has accelerated to meet
domestic and export demands.
Exports

India has emerged as one of the world's largest manufacturers of small cars. According to New York
Times, India's strong engineering base and expertise in the manufacturing of low-cost, fuel-efficient cars
has resulted in the expansion of manufacturing facilities of several automobile companies like Hyundai
Motors, Nissan, Toyota, Volkswagen and Suzuki.

In 2008, Hyundai Motors alone exported 240,000 cars made in India. Nissan Motors plans to export
250,000 vehicles manufactured in its India plant by 2011. Similarly, General Motors announced its plans
to export about 50,000 cars manufactured in India by 2011.

In September 2009, Ford Motors announced its plans to setup a plant in India with an annual capacity
of 250,000 cars for US$500 million. The cars will be manufactured both for the Indian market and for
export. The company said that the plant was a part of its plan to make India the hub for its global
production business. Fiat Motors also announced that it would source more than US$1 billion worth
auto components from India.

According to Bloomberg L.P., in 2009 India surpassed China as Asia's fourth largest exporter of cars.

Indian automobile companies

Notable Indian automobile manufacturers

 Ashok Leyland
 Chinkara Motors: Beachster, Hammer, Roadster 1.8S, Rockster, Jeepster, Sailster.
 Force Motors
 Hindustan Motors: Ambassador.
 Mahindra: Major, Xylo, Scorpio.
 Maruti Suzuki: 800, Alto, WagonR, Estilo, AStar, Ritz, Swift, Swift DZire, SX4, Omni, Versa, Gypsy
 Premier: Sigma, Roadster, RiO.
 San Motors: Storm
 Tata Motors: Nano, Indica, Indigo, Sumo, Safari, TL.Aria
Electric car companies in India

 Ajanta Group
 Mahindra
 Hero Electric REVA
 Tara International
 Tata Motors

Notable Multi-national automobile manufacturers

Locally manufactured Automobiles of Multi-national Companies

 Audi: A4, A6.

 BMW: 3 Series, 5 Series.
 Chevrolet: Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.
 Fiat: Palio, Grande Punto, Linea.
 Ford: Ikon, Fiesta, Fusion, Endeavour, Figo
 Honda: Jazz, City, Civic, Accord.
 Hyundai: Santro, i10, Getz, i20, Accent, Verna, Hyundai , Sonata.
 Mercedes-Benz: C-Class, E-Class
 Mitsubishi: Lancer, Lancer Cedia.
 Nissan: Micra
 Renault: Logan
 Škoda: Fabia, Octavia, Laura.
 Toyota: Corolla, Innova, Fortuner
 Volkswagen: Jetta, Passat, Polo.

Cars sold in India as CBU (Completely Built Units)

 Audi: A8, TT, R8, Q5, Q7.

 Bentley: Arnage, Azure, Brooklands, Continental GT, Continental Flying Spur, Mulsanne.
 BMW: 6 Series, 7 Series, X3, X5, X6, M3, M5, M6 and Z4.
 Chevrolet: Captiva
 Fiat: Nuova 500.
 Honda: Civic Hybrid, CR-V.
 Hyundai: Santa Fe.
 Jaguar: XF, XJ, XK.
 Lamborghini: Gallardo, Murciélago.
 Land Rover: Range Rover, Range Rover Sport, Discovery 4, Freelander 2.
 Maybach: 57 and 62.
 Mercedes-Benz: CL-Class, CLS-Class, S-Class, SL-Class, SLK-Class, M-Class, Viano.
 Mitsubishi: Pajero, Montero, Outlander.
 Nissan: Teana, X-Trail, 307Z.
 Porsche: 911, Boxter, Panamera, Cayman, Cayenne.
 Rolls Royce: Ghost, Phantom, Phantom Coupé, Phantom Drophead Coupé.
 Škoda: Superb.
 Suzuki: Grand Vitara.
 Toyota: Camry, Land Cruiser, Land Cruiser Prado, Prius.
 Volkswagen: Beetle, Touareg.
 Volvo: S80, XC90.
COMPANY PROFILE
HISTORY:

The Company is an authorized Dealer of Hyundai Motors India Limited (HMIL) for sale of its
entire range of motor vehicles. It is also authorized to service & repair of all Hyundai cars and also deals
in spare parts of Hyundai cars.

Lakshmi Hyundai was established in the year 1998 in Himayathnagar with the launch of
Hyundai’s first car in India- the evergreen SANTRO. The entire business is managed under the able
leadership and guidance of the managing Director Shri K.Rama Mohana Rao.

Soon after the Himayathnagar showroom, came up the ‘state-of-art service facilities at
Kukatpally, Banjarahills and L.B.Nagar. These service centers are well equipped to cater to the needs of
valued customers. The management left no stone unturned to review, research and implement the
latest of technologies and methodologies to improve on the sales, service on the customer satisfaction.
Continuous up gradation of the facilities at the sales and service outlets and adding to the service
agenda each time, add been sales graph go high by the year.

AWARDS:

 Hyundai Elantra Won the 'Car of the Year' Award at 'Car India & Bike India Awards 2013'
 Hyundai Elantra Won the 'Best Design and Styling' Award at 'Bloomberg UTV Auto Car India
2013'
 Hyundai Elantra Won the 'Saloon Car of the Year' Award at 'Bloomberg UTV Auto Car India 2013'
 Hyundai Elantra Won the 'Executive Car of the Year' Award at 'Car India & Bike India Awards
2013'
 Hyundai Elantra Won the 'Design of the Year' Award at 'Car India & Bike India Awards 2013'
 Hyundai Elantra Won the 'Car of the Year' Award at 'CNBC TV18 Overdrive Awards 2013'
 Hyundai Elantra Won the 'Executive Sedan of the Year' Award at 'CNBC TV18 Overdrive Awards
2013'
 Hyundai Elantra won the 'Design of the Year' award at 'NDTV Car & Bike Awards 2013'
 Hyundai Sonata won the 'Full Size Sedan of the Year' award at 'NDTV Car & Bike Awards 2013'
  Hyundai Elantra won the 'Mid Size Sedan of the Year' award at 'NDTV Car & Bike Awards 2013'
 Hyundai Elantra won the 'CNB Viewers' Choice Car of the Year' award at 'NDTV Car & Bike
Awards 2013'
 Hyundai Elantra won the 'Saloon Car of the year 2012' by BBC Top Gear Magazine Awards 2012
 Verna gets the 'Sedan Of The Year 2011' Golden Steering Award
 HMIL gets the 'Automotive Company Of the Year 2011' Golden Steering Award
 Eon gets the 'Entry-Level Hatchback Of The Year' at ET Zigwheels Awards 2011
 HMIL gets the 'Best Car Manufacturer 2012' award by Motor Vikatan magazine

The awards received for “ Best in sales ” in south region, “Best in finance ”, “Top performer ” in 2005
and their technicians being awarded with a Gold Medal for standing No.1 in the world at World skill
Olympics held at Korea-stand testimony to the recognition that received at the global level.

According to the popular belief, a customer walking into LAKSHMI HYUNDAI is treated like an asset.
His/her needs are assessed in the first stage and the customer is educated subsequently about the
product line, service range, allied services, etc., ample information and time is given to the prospective
buyer to make up his/her mind on which car to buy.

Totally focused customer centric approach, unparalleled service motto, top-end facilities, bouquet
of allied services, solid after sales backup, quality assurance, unconditional warranty promise and desire
to excel through service are some of the threads which blend in effectively to give birth to the fabric
called LAKSHMI HYUNDAI LAKSHMI HYUNDAI’s success is just beginning and more to expect spectacular
chapters in the preamble “Winning Edges”.

LAKSHMI HYUNDAI MAN POWER:

Department Own Contract Total

Sales 57 0 57
 Service 126 49 175

Spaces 15 0 15

Finance & 98 0 98
HR/Administration

Total 296 49 345

Hyundai Motors

Parent Company Hyundai Motor Company

Category Sedans, Hatchbacks, SUV’s

Sector Automobiles

Tagline/ Slogan New thinking new possibilities; Drive your way

Hyundai operates the world's largest integrated automobile manufacturing

USP facility in S Korea, which is capable of producing 1.6 million units annually

Hyundai STP

Segment Complete automobile segment including hatchbacks, sedans & SUV’s

Target Group Young executives from the upper-middle income bracket

Hyundai gives luxury cars at affordable prices which is a globally recognized

Positioning and accepted brand

Product Portfolio

1. Hyundai Accent 2. Hyundai Getz

3. Hyundai i10 4. Hyundai i20
Brands 5. Hyundai Santa Fe 6. Hyundai Santro Xing
 7. Hyundai Sonata Embera 8. Hyundai Tucson
9. Hyundai Verna

Hyundai SWOT Analysis

Below is the Strengths, Weaknesses, Opportunities & Threats (SWOT) Analysis

of Hyundai Motors. Strengths are:
1. The company employs about 100,000 persons around the world.
2. Hyundai vehicles are sold in 190+ countries through some 6,000 dealerships
and showrooms worldwide
3. Hyundai sells over 1.5 million vehicles per year
4. It has excellent branding and advertising by having celebrity brand
ambassadors
5. Hyundai motor company has over 75,000 employees globally
6. The company has an excellent product portfolio from hatchbacks, sedans and
SUV's
7. Hyundai has a strong presence in motorsport and has been actively involved
in sponsorships
8. Electric and hybrid cars offered by the company have enhanced its brand
Strengths image

Here are the weaknesses of Hyundai Motors :

1. Hyundai faces tremendous competition means limited market share growth
Weaknesses 2. Controversies regarding fuel engines, wrong advertising have hurt the brand

Following are the Opportunities of Hyundai Motors :

1. Developing cost-friendly Hyundai hybrid cars and fuel efficient cars for the
future
2. Tapping emerging markets across the world can help Hyundai build a global
brand
Opportunities 3. Fast growing automobile market

The threats of Hyundai Motors are as mentioned :

1. Government policies for the automobile sector across the world
2. Ever increasing fuel prices
Threats 3. Intense competition from global automobile brands can reduce market share
 of Hyundai
4. Hyundai's business can be affected by substitute modes of public transport
like buses, metro trains etc

Hyundai Motors Competition

Below are the 12 main Hyundai Motors competitors :

1. Honda Motors
2. Toyota Motor Corporation
3. Nissan Motors
4. Chevrolet
5. Fiat
6. Mitsubishi Motors
7. Maruti Suzuki
8. Tata Motors
9. Skoda Auto
10. Volkswagen
11. Ford Motor Company
Competitors 12. Volvo

The brandguide table above concludes the Hyundai Motors SWOT analysis along with its marketing
and brand parameters. Similar analysis has also been done for the competitors of the company
belonging to the same category, sector or industry.

RECRUITMENT PROCESS AT LAKSHMI HYUNDAI:

The recruitment process involves both internal and external methods. Internal methods namely are
employee referrals, promotions, inter company transfers.
Employee referrals;

This is the most common method of recruitment used by the organization. Last year the organization
recruited 16 employees by employee referrals.

Promotions

Posts falling vacant due to be filled will be notified within the division/office, giving educational
qualifications and experience laid down for the post and the extent to which these will be relaxed for
promotion and inviting applications from eligible employees in lower group, who have rendered the
requisite qualifying service and who have requisite higher post.

External methods of recruitment followed by the organization are employment exchange, paper
advertisements and campus recruitment. .

Employment Exchange: All vacancies are to be notified to the Local Employment Exchange. If
employment exchanges are unable to sponsor the suitable candidates with in the prescribed time limits,
the vacancies may be advertised in the press on a local/regional advertisement the vacancies may be
advertised on India Basis. A minimum of two weeks notice is to given to the Local Employment Exchange
for sponsoring suitable candidates.

Paper advertisements:

Of the external methods this method is mostly adopted by the organization. This method of recruitment
involves advertising the requirements of personnel in two of the leading newspapers one being in
English language and other being in regional language. For recruitments in Hyderabad, Eenadu and
Deccan Chronicle are the two leading newspapers that the requirement of personnel is advertised.

SELECTION PROCESS AT LAKSHMI HYUNDAI:

After the recruitment process next step is the selection process in employing a suitable candidate into
the organization. At Hindustan Aeronautics Limited the selection process mainly includes
test/interviews. If a candidate passes through the different rounds of interviews/test then he is
employed into the organization. The Personnel Department of each division or the corporate office will
screen the applications received and categorize them to those that satisfy prescribed minimum
educational qualification and experience and those do not .
Personal Manager Interview:

This is the first round of interview for the candidate. The Personal manager checks the knowledge of the
candidate in the applied field along with his positive attitude, communication skills and so on. On
personal dissatisfaction the manager can call the candidate for another round of interview. He prepares
an evaluation report on the candidates' performance in the interview.

Board Directors Interview:

After the personal manager interview, the next in line is the Board Directors Interview. There are 4
directors who take the seat of interviewer. Questions about family background, health details, academic
performance and activities, likes and dislikes, attitudes and capabilities etc. are all questioned. The
interview conducted by the Board directors can take any shape from stress interview to formal or
informal interview depending on the kind of department they are being recruited for. All the directors
prepare an evaluation report individually on the candidates performance in relation to personality,
intelligence, attitudes, skills and knowledge and so on. .

Verification of Date of Birth, Character and Antecedents

The secondary school certificate is the accepted document required for verification of date of birth.
However, if this document is not available, the candidate should produce a RESUME. In that he/she
mention all study details of them.

APPOINTMENT OF SELECTED CANIDIDATES

Candidates who are selected for appointment to post will be issued with a letter proposing to offer

the post or offering the post. If they accept appointment offer they are to be reply in the form.
 SALES TEAM PERFORMANCE BONUS POINTS

Universal Factors Sub-Factors No. of Points Total points

Job Knowledge & Product Information 100

Judgment

Communication Skills 75

GDMS Up gradation 100

350
Accessories Selling Skills 25

Finance Dealing Skills 50

Sales Personality Presentation Skills 50

Confidence Level 50

Voice & Body Culture 100 300

Appearance 50

Selling Skills 50

Code Of Conduct Time Management 50

Obeying Orders 100

Alertness 75 350

Company Dress 50

Attendance Record 75
Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company (HMC),
South Korea and is the largest passenger car exporter and the second largest car manufacturer in India.
HMIL presently markets 6 models of passenger cars across segments. The A2 segment includes the
Santro, i10 and the i20, the A3 segment includes the Accent and the Verna, the A5 segment includes the
Sonata Transform and the SUV segment includes the Santa Fe

.
HMIL’s fully integrated state-of-the-art manufacturing plant near Chennai boasts of the most advanced
production, quality and testing capabilities in the country. To cater to rising demand, HMIL
commissioned its second plant in February 2008, which produces an additional 300,000 units per
annum, raising HMIL’s total production capacity to 600,000 units per annum.

In continuation with its commitment to providing Indian customers with cutting-edge global technology,
HMIL has set up a modern multi-million dollar research and development facility in the cyber city of
Hyderabad. It aims to become a centre of excellence for automobile engineering and ensure quick
turnaround time to changing consumer needs.

As HMC’s global export hub for compact cars, HMIL is the first automotive company in India to achieve
the export of 10 lakh cars in just over a decade. HMIL currently exports cars to more than 110 countries
across EU, Africa, Middle East, Latin America, Asia and Australia. It has been the number one exporter of
passenger car of the country for the sixth year in a row.

To support its growth and expansion plans, HMIL currently has a 315 strong dealer network and 640
strong service points across India, which will see further expansion in 2010.

Mr. Han Woo Park joined Hyundai Motor Company in Seoul, South Korea, in 1982 in the finance
department and ever since he has been involved with costing, auditing and the financial operations of
the company.

He joined Hyundai Motor India Limited in 2003 as the Chief Financial Officer and since then he has
played a pivotal role in HMIL as he was involved in all aspects of the company in his capacity as a CFO.

Mr. Park has a vast experience and understanding of Hyundai Motor India Ltd and the Indian culture and
has successfully led his team for the last seven years. Mr. Park holds a degree in Business Administration
from the University of Dankook in Seoul, South Korea.

Prior to his becoming the Managing Director of HMIL he held the position of CFO and Senior Executive
Director. Mr Park lives in Chennai with his wife. He has two children, a son and a daughter. The son is
studying at University of Texas, Austin and the daughter is studying at SUNY Buffalo. Mr Park was born
in South Korea on January 29, 1958.

Hyundai Motor India Engineering (HMIE) is a fully owned subsidiary of Hyundai Motor Company, South
Korea, which has set up the R&D Centre in Hyderabad. HMIE is a centre with one of the most advanced
research and development facilities which focuses on state of the art product and design engineering
and rigorous quality enhancement. The new R&D Centre at Hyderabad in India is Hyundai Motor
Company’s fourth overseas R&D centre.

Set up with an investment of Rs. 184 crores, the new 200,000 square-foot facility R&D Centre, is aimed
at further accelerating local content development and enable Hyundai to respond even more quickly to
changing customer needs across the world. The R&D Centre will further facilitate the development of
India as Hyundai’s global hub for manufacturing and engineering of small cars. The new R&D Centre in
Hyderabad will support all back-end operations like computer aided engineering (CAE), computer aided
design (CAD) and help the R & D work taking place across Hyundai’s car line-up. The R&D Centre will
help in developing vehicles which includes their styling, design engineering and vehicle test &
evaluation. The R&D Centre will play a pivotal role for cars manufactured in India inorder to satisfy the
specific needs of the Indian customers.

Hyundai Motor Company’s other overseas R&D centres are located in the United States, Germany, Japan
& Korea.

Management Philosophy With the spirit of creative challenge, we will strive to create a more affluent
lifestyle for humanity, and contribute to the harmony and co-prosperity with shareholders, customers,
employees and other stakeholders in the automobile industry.
The spirit of creative challenge has been a driving force in leading HMC to where it is today.
It is the permanent key factor for HMC to actively respond to change in the management system and
seek creative and self–innovative system. With the spirit of creative challenge, we create profits, the
primary objective of a private enterprise. Furthermore, we take responsibility for the environment and
society we belong to, and offer sustainable mobility in order to implement our corporate philosophy and
provide benefits to all stakeholders including shareholders, customers, executives, employees, suppliers,
and communities. Vision We announced "Innovation for Customers" as our mid–to long–term vision
with five core strategies: global orientation, respect for human values, customer satisfaction, technology
innovation, and cultural creation. We desire to create an automobile culture of putting customer first via
developing human–centered and environment–friendly technological innovation.

Management Policy Based on a respect for human dignity, we make efforts to meet the expectations
of all stakeholders including customers and business partners by building a constructive relationship
amongst management, labor, executives and employees. Also, we focus on communicating our
corporate values both internally and externally, and gaining confidence from all stakeholders.

Mid-and Long-term Strategies We developed five mid–and long–term strategies: global management,
higher brand values, business innovation, environmental management, and strengthening product
competitiveness. Especially, we selected environmental management as one of our strategies to meet
the needs of our stakeholders and the society we belong to. We also intend to promote sustainability
development and preservation of the environment.
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REVIEW OF LITERATURE ON CUSTOMER SATISFACTION:

In a buyer’s market where the customer is the king, business begins and ends with the
customer. The business growth, profitability, liquidity and image of an organization depend
upon the customer. It is therefore essential that a supplier meets the customer’s expectations
fully and ensures that he is satisfied. Hence it is necessary to place emphasis on building and
maintaining customer satisfaction by putting the customer first in all activities.

Customer satisfaction is the customer’s perception that a vendor has met his expectation
fully, efficiently and promptly.

This may pertain to different segments of business from marketing, engineering,

manufacturing, timely project completion, quality, response to customer
queries/suggestions/letters, post-installation services, complaint handling etc.. Customer
satisfaction is the summary of the opinion of the customer about the vendor. Right from pre-
marketing to after-installation service and complaint management, the customer comes in
contact with carious departments and functions of vendor organization and the opinion he makes
about the supplier is the sum total of his experience and perception he makes while coming in
contact with different sections of vendor. The customer ultimately chooses a vendor who
provides him more value for his money and with whose product he is comfortable and satisfied.
Higher the satisfaction level, the better is the emotional and sentimental attachment to that brand
and more intense is the relationship between the customer and the vendor. With all the products
and services, these are always chances of problem arising. What makes a company stands out
from the rest is the way these problems are handled. The customer expects that when he makes a
request for assistance, it will be listened to the issue will be resolved as quickly as possible. Will
have a bearing on the trouble free operation and lesser maintenance requirement after the product
has come into the operation, i.e. efficiency and performance and its maintenance requirement. If
a product is having frequent breakdowns or is requiring expert attention more frequently, it
becomes a source of irritation for the customer apart from the financial loss. Similarly, if the
equipment is not operating efficiently and consuming higher resources, it becomes a source of
worry and headache for the customer. It is seen that in consumer segment, many customers are
able to tolerate slight inefficiency but will get completely detached with the vendor if the product
needs high maintenance. In core segment equipment efficiency is an important as its availability.
 Too much maintenance may affect availability of the equipment and it may derail the economic
calculations of the customer.

It is generally seen that no single vendor would be able to provide the entire above
feature. There will always be some positive and negative features in the product and human
behaviour that will please or antagonize the customer. More the positive feeling, the more
satisfied a customer feels. The vendor must make an attempt to increase these positive feelings
and make determined attempt to strengthen them. At the same time he should also look for the
deficiency factors and try to remove them. This way he can enhance the satisfaction level of the
customer.

What will satisfy a customer or, for that matte, an individual is difficult to predict and
will vary from customer to customer. While some may place more emphasis on price others may
be more worried about quality or complaint management. It is thus necessary to target a
customer and then work out factors that he considers important and address them appropriately.

FACTORS AFFECTING CUSTOMER SATISFACTION:

Customer satisfaction is the ultimate and final opinion of customer about the vendor and
its product. It is shaped by the vendor’s performance or the perception of customer about vendor
performance on following factors:

- capability – financial, technological, project management, managerial

- Engineering and technology
- Response from vendor
- Vendor’s ability to meet commitments
- Customer service
- Complaint handling
- Product – efficiency, quality, price, performance
- Appearance and customer friendly features
- Life cycle
- Smooth and trouble free operation
- Maintenance requirements
 As seen from the above, basically, these factors can be classified in the following two broad
categories:

- vendor behavior
- vendor’s product and service performance

The vendor behaviour deals with the behaviour of management and employees of the
vendor. The vendor’s response, service and complaint handling are the factors largely dependent
on the attitude and skill of the human resources available with the vendor. The second aspect is
about the product itself. It is dependent on the capabilities of the vendor and the skill of its
employees. It exhibits the engineering and technology developed or acquired by the vendor.
The quality system being followed by the vendor and its effectiveness.

In the core sector the customer needs and focus will vary widely and unlike consumer
segment, it does not follow any pattern or regional or other type of classification. Hence it
becomes essential to understand each and every customer separately. In case of consumer sector
it is difficult to focus on each and every customer but it is possible to study and identify
behaviour and needs of group of consumers who show common buying characteristics. Having
identified the parameters of importance for the customer, the vendor must try to get opinion of
the customer about himself on these parameters to get feedback and take corrective action.

MEASUREMENT OF CUSTOMER SATISFACTION:

In today’s globalised economy and competitive environment, the customer has the
options and there are competitors waiting to spoil and exploit the situation. Interested parties can
leverage small amount of dissatisfaction by feeding exaggerated information about a vendor to
the prospective unsuspecting customer. Thus it is necessary that the supplier have proper
information and feedback on the image he enjoys with the customer.

To evaluation the image the supplier enjoys with the customer, he needs reliable
information. He needs to know what comes to the mind of customer on hearing the name of the
supplier. Does it sound as one efficient, innovator, modern, quality supplier, reliable or
untrustworthy? One who keeps commitment? Does the customer understand and appreciate
 why the supplier’s company is different from others and how it provides better value to the
customer?

It is therefore necessary for the suppliers to measure customer satisfaction and take
appropriate action to improve it. Nay business requires quantitative measures to run it. It is
often said that what is not measurable is not authentic. Can a business be run without knowing
in quantitative actual turnover, profitability or cash position? Customers are the most important
assents of a business, without them there cannot be any business. Measurement provides specific
information needed by the supplier to steer the company through uncertain waters. It provides
ways to keep the organization running smoothly and meet its business goals.

No customer will buy from, or recommend a supplier until he is fully satisfied with the
product and services offered by the supplier. Thus measurement of customer satisfaction
provides a supplier with quantitative feedback. If such measurement is done at regular intervals
as in the case of other business parameters like turnover ands profits, the supplier also gets
feedback whether his efforts have produced positive results or there is need for course correction.
In fact it is expected that in future, like targets for turnover, profits, similar targets would be set
for achievement of different parameters of customer satisfaction to drive the company towards it.
The objective of the supplier should not end at customer enrichment. The road to this begins
with sincerity and integrity followed by hard work and dedication.

Measurement of customer satisfaction can provide the following information and

feedback and can help in business promotion.

METHODS:

Practicing managers attempt to define standards or targets for customer

service/satisfaction poses one of the most difficult questions faced by the organization for a
variety of reasons. Every organization must have a set of tools and methodology to collect hard
data on customer expectation, needs and level of its fulfilment. This must include the tools that
provide the following information:

- Identifying needs of customer.

- Factors considered by customer as important.
- Customer feedback on these factors for supplier and other competitors.
- Benchmark
- Deviation between customers’ expectations and supplier’s achievement.
- Deviation between supplier’s achievement and benchmark.

If the measurement is being done as a follow-up to a similar exercise done earlier then the
process should also indicate the relative improvement of worsening of the situation against each
identified factor compared to earlier feedback. This helps in ascertaining the effectiveness of
corrective action taken after similar exercise in the past and the analyses of the need for
incorporating suitable corrective action in the remedial plan.

There are a number of direct and indirect methods to measure customer satisfaction.
They have their own advantage and disadvantages and are detailed below:

- Direct methods
- Customer feedback surveys
- Informal chat/interview with the customer
- Surprise visits to market-customer sectors
- Indirect methods
- Measurement using transient changes in complaints
- Measurement using transient changes in loyalty
 CHAPTER-4
DATA ANALYSIS
AND
INTERPRETATION
Table 4.1. Which age group does you belonging to?

Age No of the Respondents Percentage

Below 20 years 22 22
20 to 30 Years 59 59
30 to 40 years 11 11
Above 40 years 8 8
Total 100 100

Graph 4.1.

70%
59%
60%
No of the Respondents

50%

40%

30%
22% Percentage
20%
11%
8%
10%

0%
Below 20 years 20 to 30 Years 30 to 40 years Above 40 years
Age

Interpretation:-

The above graph shows that 59% of the respondents are

belonging to 20-30 years, 22% of the respondents are belonging to below 20 years
11% of the respondents are belonging to 30-40 years and remaining 8% of the
respondents are belonging to above 40 years.
Table 4.2. How much income drawn per year?

Income Per Year No of the Respondents Percentage

Less than Rs. 20,000/- 30 30
Rs.20,000/- to Rs.40,000/- 48 48
Rs.40,000/- to Rs.60,000/- 12 12
More than Rs.60,000/- 10 10
Total 100 100

Graph 4.2.

60%

50% 48%
No of the Respondents

40%
30%
30%
Percentage
20%
12%
10%
10%

0%
Less than Rs. Rs.20,000/- to Rs.40,000/- to More than
20,000/- Rs.40,000/- Rs.60,000/- Rs.60,000/-
Income Per Year

Interpretation:-

The above graph shows that 48% of the respondents having

20,000/- t0 40,000/- income level, 30 % of the respondents are having less than
20,000/- income level, 12% of the respondents are having 40,000/- to 60,000/-
income level and remaining 10% of the respondents are having more than 60,000/-
income level.
Table 4.3. How long have you been owner of above set FOUR WHELLER?

Years No of the Respondents Percentage

Less than 2 years 14 14
2 To 4 years 26 26
4 To 6 years 35 35
More than 6 years 25 25
Total 100 100

Graph 4.3.

40%
35%
35%
No of the Respondents

30% 26% 25%

25%
20%
14%
15%
Percentage
10%
5%
0%
Less than 2 2 To 4 years 4 To 6 years More than 6
years years
Years of Owned

Interpretation:-

The above graph shows that 35% of the respondents are having 4
To 6 years, 26% of the respondents are having 2 To 4 years, 25% of the
respondents are having more than 6 years and remaining 14% of the respondents
are having Less than 2 years.
Table 4.4. What are the normal attributes you normally looks while purchasing a
Four-Wheeler?

Options No of the Respondents Percentage

Quality of Products 32 43
Quality of Services 23 23
Brand Image 22 26
Lesser Price 23 11
Total 100 100

Graph 4.4.

50%
45% 43%
40%
No of the Respondents

35%
30% 26%
25% 23%
20%
Percentage
15% 11%
10%
5%
0%
Quality of Quality of Brand Image Lesser Price
Products Services
Options

Interpretation:-
The above graph shows that 32% of the respondents are quality of
products, 23% of the respondents are quality of services, 23% of the respondents
are lesser price and remaining 11% of the respondents are brand image
Table 4.5. Purpose of purchasing this Four-wheeler?

Options No of the Respondents Percentage

Utility 22 22
Necessity 27 27
Status 15 15
All Of the above 36 36
Total 100 100

Graph 4.5.

40% 36%
35%
No of the Respondents

30% 27%
25% 22%
20%
15%
15%
Percentage
10%
5%
0%
Utility Necessity Status All Of the
above
Options

Interpretation:-

The above graph shows that 36% of the respondents are all of the
above, 27% of the respondents are necessity, 22% of the respondents are utility and
remaining 15% of the respondents are status.
Table 4.6. Would you recommend the Hyundai products?

Options No of the Respondents Percentage

Definitely 46 46
Probably 28 28
Sometimes 15 15
Definitely not 12 12
Total 100 100

Graph 4.6.

50% 46%
45%
40%
No of the Respondents

35%
30% 28%

25%
20% Percentage
15%
15% 12%
10%
5%
0%
Definitely Probably Sometimes Definitely not
Satisfactory levels of the Respondents

Interpretation:-

The above graph shows that 46% of the respondents are definitely,
28% of the respondents are probably, 15% of the respondents are sometimes and
remaining 12% of the respondents are definitely not.
Table 4.7. What do you think the promotion of Hyundai products should be done?

Options No of the Respondents Percentage

Advertisements 27 27
Offers 13 13
Services 24 24
All of the Above 36 36
Total 100 100

Graph 4.7.

40% 36%
35%
No of the Respondents

Percentage
30% 27%
24%
25%
20%
15% 13%

10%
5%
0%
Advertisements Offers Services All of the Above
Options

Interpretation:-

The above graph shows that 36% of the respondents are all of the
above, 27% of the respondents are advertisements, 24% of the respondents are
services and remaining 13% of the respondents are offers.
Table 4.8. Do you feel that Advertisement has an impact on you buying the
Hyundai Products?

Options No of the Respondents Percentage

Agree 22 22
Strongly agree 49 49
Disagree 19 19
Strongly disagree 10 10
Total 100 100

Graph 4.8.

60%
49%
50%
No of the Respondents

40%

30%
22%
19%
20% Percentage
10%
10%

0%
Agree Strongly Disagree Strongly
agree disagree
Satisfactory levels of the Respondents

Interpretation:-
The above graph shows that 49% of the respondents are strongly
agree, 22% of the respondents are agree, 19% of the respondents are disagree and
remaining 10% of the respondents are strongly disagree.
Table 4.9. After test ride what do feel about the driving comfort of Hyundai ?

Options No of the Respondents Percentage

Excellent 40 40
Good 25 25
Average 20 20
Poor 15 15
Total 100 100

Graph 4.9.

45%
40%
40%
35%
no of respondents

30%
25%
25%
20%
20%
15% Percentage
15%
10%
5%
0%
Excellent Good Average Poor
options

Interpretation:-

The above graph shows that 40% of the respondents are Excellent,
25% of the respondents are Good, 20% of the respondents are Average and
remaining 15% of the respondents are Poor.
Table 4.10. Are you satisfied with the pickup and performance of the vehicle after
test ride?

Options No of the Respondents Percentage

Excellent 38 38
Good 26 26
Average 20 20
Poor 16 16
Total 100 100

Graph 4.10.

40% 38%

35%
30%
no of respondents

26%
25%
20%
20%
16%
15% Percentage
10%
5%
0%
Excellent Good Average Poor

options

Interpretation:-
The above graph shows that 38% of the respondents are
Excellent, 26% of the respondents are Good, 20% of the respondents are Average
and remaining 16% of the respondents are Poor.
Table 4.11. Why did you purchase only hyundai instead of any other FOUR-
WHELLER?

Options No of the Respondents Percentage

Quality & Comfort 42 42
Band Image 22 22
Technically good 21 21
Public status 15 15
Total 100 100

Graph 4.11.

45% 42%
40%
Percentage
No of the Respondents

35%
30%
25% 22% 21%
20%
15%
15%
10%
5%
0%
Quality & Band Image Technically Public status
Comfort good
Options

Interpretation:-
The above graph shows that 42% of the respondents are quality
and comfort, 22% of the respondents are brand image, 21% of the respondents are
technically good and remaining 15% of the respondents are public status.
Table 4.12. How do you rate Hyundai Advertisement and promotional activities?

Options No of the Respondents Percentage

Excellent 47 47
Good 23 23
Average 13 13
Bad 17 17
Total 100 100

Graph 4.12.

50% 47%
45%
40%
No of the Respondents

35%
30%
25% 23%
20% 17% Percentage
15% 13%
10%
5%
0%
Excellent Good Average Bad
Satisfactory levels of the Respondents

Interpretation:-

The above graph shows that 47% of the respondents are excellent,
23% of the respondents are good, 17% of the respondents are bad and 13% of the
respondents are average.
Table 4.13. .How do you feel about the breaking system, safety features and
storage space of Hyundai vehicles?

Options No of the Respondents Percentage

Excellent 40 40
Good 30 30
Average 20 20
poor 10 10
Total 100 100

Graph 4.13.

45%
40%
40%
35%
30%
no of respondents

30%
25%
20%
20%
Percentage
15%
10%
10%
5%
0%
Excellent Good Average poor
options

Interpretation:-

The above graph shows that 40% of the respondents are

excellent, 30% of the respondents are good, 20% of the respondents are average
and 10% of the respondents are bad.
Table 4.14. Would you recommend the Hyundai products?

Options No of the Respondents Percentage

Definitely 46 46
Probably 28 28
Sometimes 15 15
Definitely not 12 12
Total 100 100

Graph 4.14.

50% 46%
45%
40%
No of the Respondents

35%
30% 28%
25%
20% Percentage
15%
15% 12%
10%
5%
0%
Definitely Probably Sometimes Definitely not
Satisfactory levels of the Respondents

Interpretation:-

The above graph shows that 46% of the respondents are

definitely, 28% of the respondents are probably, 15% of the respondents are
sometimes and remaining 12% of the respondents are definitely not.
Table 4.15. Over all how do you rate the Hyundai products?

Options No of the Respondents Percentage

Excellent 48 48
Good 27 27
Average 13 13
Bad 12 12
Total 100 100

Graph 4.15.

60%

50% 48%
No of the Respondents

40%

30% 27%
Percentage
20%
13% 12%
10%

0%
Excellent Good Average Bad
Satisfactory levels of the REspondents

Interpretation:-

The above graph shows that 48% of the respondents are

excellent, 27% of the respondents are good, 13% of the respondents are average
and 13% of the respondents are bad.
Table 4.16. What feature attracted you on the Hyundai vehicle?

Options No of the Respondents Percentage

Style 34 34
accelaration 26 26
riding comfort 22 22
others 18 18
Total 100 100

Graph 4.16.

40%
34%
35%
30%
no of respondents

26%
25% 22%
20% 18%

15%
Percentage
10%
5%
0%
Style accelaration riding others
comfort
options

Interpretation:-

The above graph shows that 34% of the respondents are attracted
for style, 26% of the respondents are attracted for accelaration, 22% of the
respondents are attracted for riding comfort and 18% of the respondents are
attracted for other.
Table 4.17. What do you feel about the design of hyundai product?

Options No of the Respondents Percentage

Excellent 36 36
Good 28 28
Average 26 26
poor 10 10
Total 100 100

Graph 4.17.

40%
36%
35%
30% 28% 26%
no of respondents

25%
20%
15% Percentage
10%
10%
5%
0%
Excellent Good Average poor
options

Interpretation:-

The above graph shows that 36% of the respondents are

excellent, 28% of the respondents are good, 26% of the respondents are average
and 10% of the respondents are bad.
Table 4.18. Do you think with the current features, performance and the price will
Hyundai be able to compete with other brand in the market?

Options No of the Respondents Percentage

Agree 31 31
Strongly agree 29 29
Disagree 27 27
Strongly disagree 13 13
Total 100 100

Graph 4.18.

35%
31%
29%
30% 27%
no of respondents

25%

20%

15% 13%
Percentage
10%

5%

0%
Agree Strongly Disagree Strongly
agree disagree
options

Interpretation:-
The above graph shows that 31% of the respondents are agree,
29% of the respondents are strongly agree, 27% of the respondents are disagree
and remaining 13% of the respondents are strongly disagree.
Table 4.19. Your overall rating about Hyundai four-wheeler is ?

Options No of the Respondents Percentage

Highly satisfied 42 42
Satisfied 28 28
Dissatisfied 20 20
Highly dissatisfied 10 10
Total 100 100

Graph 4.19.

45% 42%
40%
Percent…
35%
No of Respondents

30% 28%

25%
20%
20%

15%
10%
10%

5%

0%
Highly satisfied Satisfied dis satisfied Highly
dissatisfied
Options

Interpretation:-

The above graph shows that 42% of the respondents are say good,
28% of the respondents are say satisfied, 20% of the respondents are not satisfied
and remaining 10% of the respondents are says bad.
Table 4.20. The why do you prefer for this service?

Options No of the Respondents Percentage

Convenience 48 48
Economical 26 26
Security 16 16
Features 10 10
Total 100 100

Graph 4.20.

60%

50% 48%
no of respondents

40%

30% 26%
Percentage
20% 16%
10%
10%

0%
convenience economical security features
options

Interpretation:-

The above graph shows that 48% of the respondents are prefer
convenience, 26% of the respondents are economical, 16% of the respondents are
prefer security and remaining 10% of the respondents are prefer features.
 CHAPTER-5
5.1. FINDINGS
5.2. SUGGESTIONS
5.3. CONCLUSION
5.1. FINDINGS

1. 59% of the respondents are belonging to 20-30 years, 22% of the

respondents are belonging to below 20 years 11% of the respondents are
belonging to 30-40 years and remaining 8% of the respondents are belonging
to above 40 years.

2. 48% of the respondents having 20,000/- t0 40,000/- income level, 30 % of

the respondents are having less than 20,000/- income level, 12% of the
respondents are having 40,000/- to 60,000/- income level and remaining
10% of the respondents are having more than 60,000/- income level.

3. 35% of the respondents are having 4 To 6 years, 26% of the respondents are
having 2 To 4 years, 25% of the respondents are having more than 6 years
and remaining 14% of the respondents are having Less than 2 years.

4. 32% of the respondents are quality of products, 23% of the respondents are
quality of services, 23% of the respondents are lesser price and remaining
11% of the respondents are brand image.

5. 36% of the respondents are all of the above, 27% of the respondents are
necessity, 22% of the respondents are utility and remaining 15% of the
respondents are status.

6. 46% of the respondents are definitely, 28% of the respondents are probably,
15% of the respondents are sometimes and remaining 12% of the
respondents are definitely not recommend the Hyundai products the
promotion of Hyundai products should be done.
7. 36% of the respondents are all of the above, 27% of the respondents are
advertisements, 24% of the respondents are services and remaining 13% of
the respondents are offers that Advertisement has an impact on you buying
the Hyundai Products.

8. 49% of the respondents are strongly agree, 22% of the respondents are
agree, 19% of the respondents are disagree and remaining 10% of the
respondents are strongly disagree that Advertisement has an impact on you
buying the Hyundai Products.

9. 40% of the respondents are Excellent, 25% of the respondents are good,
20% of the respondents are Average and remaining 15% of the respondents
are Poor feel about the driving comfort of Hyundai Test rides.

10.38% of the respondents are Excellent, 26% of the respondents are good,
20% of the respondents are Average and remaining 16% of the respondents
are Poor the pickup and performance of the vehicle after test ride.

11.42% of the respondents are quality and comfort, 22% of the respondents are
brand image, 21% of the respondents are technically good and remaining
15% of the respondents are public status purchase only Hyundai instead of
any other product.

12.47% of the respondents are excellent, 23% of the respondents are good, 17%
of the respondents are bad and 13% of the respondents are average rate
Hyundai Advertisement and promotional activities.
13.40% of the respondents are excellent, 30% of the respondents are good, 20%
of the respondents are average and 10% of the respondents are bad. feel
about the breaking system, safety features and storage space of Hyundai
products

14.46% of the respondents are definitely, 28% of the respondents are probably,
15% of the respondents are sometimes and remaining 12% of the
respondents are definitely not recommend the Hyundai products.

15.48% of the respondents are excellent, 27% of the respondents are good, 13%
of the respondents are average and 13% of the respondents are bad. Over all
rate the Hyundai products

16.34% of the respondents are attracted for style, 26% of the respondents are
attracted for accelaration, 22% of the respondents are attracted for riding
comfort and 18% of the respondents are attracted for other features are
attracted the Hyundai products.

17.36% of the respondents are excellent, 28% of the respondents are good, 26%
of the respondents are average and 10% of the respondents are bad feeling
about the design of Hyundai products.

18.31% of the respondents are agree, 29% of the respondents are strongly
agree, 27% of the respondents are disagree and remaining 13% of the
respondents are strongly disagree think that current features, performance
and the price will Hyundai be able to compete with other brand in the
market.
19.42% of the respondents are say good, 28% of the respondents are say
satisfied, 20% of the respondents are not satisfied and remaining 10% of the
respondents are says bad overall rating about hyundai.

20.48% of the respondents are prefer convenience, 26% of the respondents are
economical, 16% of the respondents are prefer security and remaining 10%
of the respondents are prefer features.
5.2. SUGGESTIONS

1. The most important media for consumer durables is television. So, they
should go for television advertisements rather going for newspaper, the
television advertisements influences more on the people. They should spend
some expenditure for T.V.advertisements.

2. Being the price of the Hyundai is high they should try to reduce prices
because there are many other competitors which can be selling at lower cost.
If not, the sales may decrease.

3. More features should be added according to the needs of the customer,

because their competitors are coming with new models. According to the
competitors these people should change the models or change the
technology.

4. Company should give some incentives to the dealers for promoting the
products of Hyundai. They should not neglect dealers. They should select
good dealers, which they can give customer satisfaction.

5. Company should setup service centres at dealer level itself. They should
train some personnel for exclusive maintenance of these two wheelers. They
should provide home service to the customers. The personnel should be
appointed by company to the dealers. The service should be accurate.
5.3. CONCLUSION

A study was useful in understanding the customer relationship

management of Hyundai among a various customers launching new formulations
can make Hyundai to the pioneer in many market segments. Hyundai was inferred
that most customers of high-income group preferred the supply of Hyundai
products. About 70% of customers are aware of Hyundai products. Most of the
customers agree that Hyundai is best quality with reasonable price the attitude 50%
of customers towards price of Hyundai is reasonable. But 10% of the customers are
asking for improvement in the quality.
 ANNEXURE
1.BIBLIOGRPH
2.SYNOPSIS
 QUESTIONNAIRE ON CUSTOMER SATISFACTION

AT HYUNDAI HYDERABAD

Name:-_______________________ Age:-________ GENDER:-__________

1. Which age group does you belonging to? ( )

A) Below 20 years B) 20 to 30 Years

C) 30 to 40 years D) Above 40 years

2. How much income drawn per month? ( )

A) Less than Rs. 20,000/- B) Rs.20,000/- to Rs.40,000/-

C) Rs.40,000/- to Rs.60,000/- D) More than Rs.60,000/-

3. How long have you been owner of above set FOUR WHELLER? ( )

A) Less than 2 year B) 2-4 years

C) 4-6 years D) Above 6 years

4. What are the normal attributes you normally looks while purchasing a ( )

Four-Wheeler?

A) Quality of Products B) Quality of Services

C) Brand Image D) Lesser Price

5. Purpose of purchasing this Four wheeler? ( )

A) Utility B) Necessity

C) Status D) All of the above

6. Would you recommend the Hyundai products? ( )

A) Definitely B) Probably

C) Sometimes D) Definitely not

7. What do you think the promotion of Hyundai products should be done? ( )

A) Advertisements B) Offers

C) Services D) All of the Above

8. Do you feel that Advertisement has an impact on you Buying the

Hyundai Products? ( )

A) Agree B) Strongly Agree

C) Disagree D) Strongly Disagree

9. After test ride what do feel about the driving comfort of Hyundai vehicle? ( )

A) Excellent B) Good

C) Average D) Poor

10. Are you satisfied with the pickup and performance of the vehicle after test

Ride? ( )

A) Excellent B) Good

C) Average D) Poor
11. Why did you purchase only Hyundai instead of any other FOUR WHELLER?

A) Quality & Comfort B) Band Image ( )

C) Technically good D) Public status

12. How do you rate the Hyundai in terms of Quality and

Performance? ( )

A) Excellent B) Good

C) Average D) Poor

13. How do you feel about the breaking system, safety features and storage

Space of Hyundai? ( )

A) Excellent B) Good

C) Average D) Poor

14. Would you recommend the Hyundai products? ( )

A) Definitely B) Probably

C) Sometimes D) Definitely not

15. Over all how do you rate the Hyundai products? ( )

A) Excellent B) Good

C) Average D) Bad

16. What feature attracted you on the Hyundai ? ( )

A) Style B) Acceleration

C) Riding comfort E) Other

17. What do you feel about the design of Hyundai? ( )

A) Excellent B) Good

C) Average D) Bad

18. Do you think with the current features, performance and the price will Hyundai
be able to compete with other brand in the market? ( )

A) Agree B) Strongly Agree

C) Disagree D) Strongly Disagree

19. Your overall rating about Hyundai? ( )

A) Highly satisfied B) Satisfied

C) Dis-satisfied D) Highly dis-satisfied

20. The way do you prefer for this service? ( )

A) Convenience B) Economical

C) Security D) Features

THANK YOU FOR GIVING YOUR PRECIOUS TIME…!!!

 BIBLIOGRPHY

1. Harper W. Boyed, Jr. , Ralph Westfall , Stanley F. Stasch , Marketing

2. Research – Test and Cases, 7th edition, All Indian Traveller Book Seller, Delhi 1996.

3. Kothari, C.R., Research Methodology: Methods and Techniques, 2nd edition, Vishwa
Prakashan, New Delhi.

4. Philip Kotler, Marketing Management , 10th edition, India Prentice hall of India Pvt.
Ltd., 2000.

WEBSITE:-
 WWW.WIKIPEDIA.COM
 WWW.SLIDESHARE.COM
 WWW.SCRIBD.COM
 WWW.HYUNDAI.COM