asad project
TRANSCRIPT
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 1/91
A Study on Customer Satisfaction on Hyundai Cars
1.1 GENERAL INTRODUCTION
MARKET
The term market is derived from the Latin word ‘Marcatus’ whichmeans trade, merchandise or plan of business. It means interaction of the
buyers and sellers in the person or through telephone, telegraph, mail etc.
MARKETING
Marketing is a comprehensive term. It is not a mere exchange of goods
and services. It includes all those activities connected with the process of
identifying the needs of the customer and then organizing the business
accordingly to meet the needs of the consumer.
“Marketing is a social and managerial process by which individuals and group
obtain what they need and want through creating, offering and exchanging
products of value with others”.
Philip Kotler
“Marketing is the total system of interacting business activities designed to
plan, price, promote, and distribute wants satisfying products and service, to
present and potential customers”.
Professor William Stanton.
CONSUMER PERCEPTION
The term perception refers to the complete act of ‘perceiving’ and
involving of the psychological factors. Perception is the process by which the
mind receives organizes and interprets a particular thing. It is estimated that
90 percent of the stimuli that the individual perceives come through sight and
the rest from learning. Price is another element of marketing mix where
perception has its implication.
The basis of perception
We know that sight perception depends on the flow of photons in
through the pupils and absorbed in the retina. Therefore with the operation of
our senses we do know there is some thing there can and is influencing the
Acharya Bangalore B-School 1
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 2/91
A Study on Customer Satisfaction on Hyundai Cars
sensory mechanisms within ourselves but we do not necessarily know what it
is that is causing the sense of experience. This gives rise to two levels of
perception. The first is called immediate perception and is totally physical the
operation of the physical universe following its mechanistic path ways, some
of which happen to occur as neural events in our brain. The second level of
perception is the interpretative perception where our psychology and attention
is implicated in the perceptual act.
Immediate perception is direct mediated only by physiology of
perceiving species. Moving beyond immediate perception such as when a
person attends to what they are perceiving, then all the well known aspects
come to the fore. The obvious consequence is that we do not necessarily
perceive that which we immediately perceive.
CONSUMER BEHAVIOUR
One official definition of consumer behavior is “The study of individuals
groups, or organizations and the processes they use to select, secure, use,
dispose of products, services experiences or idea to satisfy needs and the
impacts that these processes have on the consumer and society.” This
definition brings up some useful points.
Behavior occurs either for the individual, or in the context of a group
(e.g., friend’s influence what kinds of clothes person wears) or an
organization (people on the job make decisions as to which products the
firm should use).
Consumer behaviour involves the use and disposal of products as
well as the study of how they are purchased. Product use is often of great
interest to the marketer, because this may influence how a product is best
positioned or how we can encourage increased consumption. Since many
environmental problems result from product disposal (e.g., motor oil being
sent to sewage systems to save the recycling fee, or garbage piling up at
landfill) this is also an area of interest.
Customer behavior involves services and ideas as well as tangible
products.
Acharya Bangalore B-School 2
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 3/91
A Study on Customer Satisfaction on Hyundai Cars
The impact of consumer behavior on society is also of relevance.
For example, aggressive marketing of high fat foods or aggressive
marketing.of easy credit may be serious repercussions for the national
health and economy.
There are several units in the market that can be analyzed. The main trust in
this course is the consumer. However we will also need to analyze our own
firm’s strengths and weaknesses and those of competing firms. Finally, we
need to assess the marketing environment although we may have developed
a product that offers great appeal for consumers a recession may cut demand
dramatically.
Factors which influence Consumer Behavior
1. Culture
Culture is part of the external influence that impacts the consumer.
That is culture represents influence that are imposed on the consumer by
other individuals.
Culture refers to “that complex whole which includes knowledge, belief,
art morals, customs and any other capabilities and habits acquired by man
person as a member of society”.
Culture has several important characteristics
Culture is comprehensive
Culture is learned rather than being something we are born with.
Culture is manifested within boundaries of acceptable behavior.
Language is an important element of culture. It should be realized that
regional differences may be subtle.Sub culture refers to a culture within a
culture, Sub culture is often categorized on the basis of demographics.
Acharya Bangalore B-School 3
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 4/91
A Study on Customer Satisfaction on Hyundai Cars
2. Family Life Cycle
Individuals and families tend to go through a “Life Cycle”. The life cycle
goes from child/teenager young singleyoung couplefull nestempty
nest widow(err). For purpose of this discussion, a “couple” may either bemarried or merely involve living together. As a person gets older, he or she
tends to advance in his or her career and tends to get greater income.
3. Family Decision Making
Individual members of families often serve different roles in decision
that ultimately draw on share family resources. Some individuals are
information on gatherers/holders who seek out information about products of
relevance. The decision maker(s) have the power to determine issues such
as:
whether to buy
Which product to buy
Which brand to buy
Where to buy it, and
When to buyIt should be noted that family decisions are often subject to a great deal
of conflict. Some family members may resort to various strategies to get their
way.
4. Group Influences
A useful framework of analysis of group influence on the individual is
the so called reference group the term comes about because an individual
uses a relevant group as a standard of reference against which one self is
compare. Reference groups come in several different forms.
The inspirational reference group refers to those others against whom
one would like to compare one self. For example co-workers, neighbors or
members of churches, clubs and organizations.
5. Diffusion of Innovation
The diffusion of Innovation refers to the tendency of new products,
practices or ideas to spread among people. Cumulative adoptions are
Acharya Bangalore B-School 4
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 5/91
A Study on Customer Satisfaction on Hyundai Cars
reflected by S-shaped curve. The saturation point is to the maximum
proportion of consumer likely to adopt a product. Lower priced products often
spread more quickly and the extent to which the product is trialable influence
the speed of diffusion.
6. Self-Concept
The consumer faces several possible selves. The actual self reflects
how the individual actually is, although the consumer may not be aware of
that reality. In contrast ideal-self reflects a self that a person would like to
have but does not infact have. Individuals will often seek to augment and
enhance their self concepts and it may be possible to market products that
help them in the achievement of this goal.
7. Lifestyle
Self concept often translates into a person’s life style, on the way that
he or she lives his or her life. Attempts have been made to classify consumer
into various segments based on their life style.
8. Situation Influences
Specific circumstances often influence consumer behavior consumer
whose attention is demanded else where are likely to disregard commercial
messages.
9. Consumer Decision Making
Consumer decision making comes about as an attempt do solve
consumer problems. A problem refers to “a discrepancy between a desired
state and an ideal state which is sufficient to arouse and activate a decision
process.
10.Consumer Problems Recognition
Consumer often note problems by comparing their current or actual
situation explicitly, or implicitly, to some desired situation creating problems
for consumer is a way to increase sales. One way to create new problemsand resultant needs to create a new ideal state. There are two main
Acharya Bangalore B-School 5
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 6/91
A Study on Customer Satisfaction on Hyundai Cars
approaches to search. Internal searches are based on what consumers
already know. Thus it may be important for certain firms to advertise to
consumers before they actually need the product. External searches get the
people to either speak to others or use other sources.
WHO IS THE CUSTOMER?
We all think of customers as the people who sit at our tables and pay
for the goods and services purchased. But they are individuals in their own
right. They may be business people, tourists, youngsters, retired couples or
celebrities. They cannot be looked upon as an amorphous group - their needs
are different and your service should reflect that.
WHO IS A CUSTOMER?
• A customer is the most important person in
our business.
• A customer is a person who comes to us with
needs and wants and it is our job to handle them in
a manner that is profitable to him/her and ourselves.
• A customer is not a cold statistic; he/she is a
human being with feelings and deserves to be
treated with respect.
• A customer is not an interruption to our work -
he is the purpose of it. We are not doing him a
favour by serving him, he is doing us a favour by
giving us the opportunity to do so.
• A customer deserves the most courteous
attention we can give.
Customers are not dependent on us, we are dependent on them !
Acharya Bangalore B-School 6
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 7/91
A Study on Customer Satisfaction on Hyundai Cars
CUSTOMER SATISFACTION
Winning customers' hearts and minds is increasingly important to
customer acquisition and customer retention. It is no coincidence that
customer satisfaction research accounts for much of market research
activities.
As competitive advantage and differentiation is achieved through
product innovation and service performance (rather than competing on cost),
it is vital to monitor and manage customer satisfaction levels.Customer satisfaction is not just about service levels or product
attributes. It can be seen as a function of two main components:
perceptions of product and service levels
received
expectation of product and service levels
Customer satisfaction is therefore concerned with service
delivery/product performance and expectation management.
Customer satisfaction research delivers key benefits:
• understanding the underlying drivers of satisfaction
• identification of trigger points where satisfaction
management is most needed
• prioritisation of action areas (minimum input for
maximum return)
• Identification of customer-supplier interactions, internal
processes and departments most likely to cause
satisfaction/dissatisfaction.
Impact on loyalty and propensity to recommend; a vital bottom line measurement
Acharya Bangalore B-School 7
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 8/91
A Study on Customer Satisfaction on Hyundai Cars
CUSTOMER SATISFACTION ALSO HELPS YOU TO GET TO GRIPS WITH
Customer Expectations
Attitude and Behaviour
Personal Appearance
Maintaining Standards
Handling Complaints
Getting it Right First Time
Get ahead of the competition today
Acharya Bangalore B-School 8
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 9/91
A Study on Customer Satisfaction on Hyundai Cars
1.2 HISTORY OF CARS
Old Engraving depicting the 1771 crash of Nicolas Joseph
Cugnot's steam-powered car into a stone wall.
The automobile as we know it was not invented in a single day by a
single inventor. The history of the automobile reflects an evolution that took
place worldwide. Starting with the first theoretical plans for a motor vehicle
that had been drawn up by both Leonardo da Vinci and Isaac Newton.
In 1769, the very first self-propelled road vehicle was a military tractor
invented by French engineer and mechanic, Nicolas Joseph Cugnot (1725 - 1804).
Cugnot used a steam engine to power his vehicle, built under his instructions at the
Paris Arsenal by mechanic Brezin. It was used by the French Army to haul artillery at
a whopping speed of 2 1/2 mph on only three wheels. The vehicle had to stop every
ten to fifteen minutes to build up steam power. The steam engine and boiler were
separate from the rest of the vehicle and placed in the front (see engraving above).
The following year (1770), Cugnot built a steam-powered tricycle that carried four
passengers. In 1771, Cugnot drove one of his road vehicles into a stone wall, making
Cugnot the first person to get into a motor vehicle accident.
Acharya Bangalore B-School 9
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 10/91
A Study on Customer Satisfaction on Hyundai Cars
2.1 TITLE OF THE STUDY
The present Indian economy is characterized by increasing in the
consumption rate. Today Indian market is exposed to a lot of competitions not
only from the domestic players but also global players. The competition in the
market is driving every manufacturer to cut costs and focus on satisfying the
customer which will surely help him retain his market share and also to
enhance it. The customers delight in the business world of marketing today.
All the marketers are oriented themselves towards it.
2.2 STATEMENT OF PROBLEM
Today the company and its products can survive only if they can
effectively satisfy the consumer expectations, as the consumer is the boss &
the king. ADVAITH Motors Pvt. Ltd. is a very important player in the
automobile industry. It has very wide reaching market for its products. In fact it
is the market leader for most of the four wheeler. So understanding customer
satisfaction with respect to Advaiyh Hyundai is very essential. The research is
titled as “A study on customer satisfaction towards Hyundai cars with
special reference to ADVAITH Motors Pvt. Ltd”.
2.3 SCOPE OF THE STUDY
The present study intends to provide an integrated picture of the level
of customer satisfaction towards Hyundai, in the Indian market.
Customers of Hyundai have been chosen for the study. Availability and
accessibility are twin factors for the study held.
The study is also intended to know the level of customer satisfaction
towards Hyundai cars when compared to other brands, as the automobile
industry is facing a stiff competition due to globalization.
The study applies to Businessmen, Employed, Engineer, Doctors,
Housewive’s, students and people belonging to other profession.
Acharya Bangalore B-School 10
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 11/91
A Study on Customer Satisfaction on Hyundai Cars
2.4 OBJECTIVE OF THE STUDYThe following are the objectives of the study.
To understand the level of customer satisfaction about the
Hyundai cars.
To study the consumers attitude towards various brands of
Hyundai.
To understand the nature and extent of competition that is
existing in present day automobile industry. To determine the market potential for Hyundai cars.
To suggest suitable recommendations for improving the level of
customer satisfaction.
2.5 Methodology of the study
Sampling Methods
Convenient sampling was adopted to select the samples.Sample size
The sample size for the project is 100 respondents
Field Work
For the collection of the data a structured questionnaire has been used.
The questionnaire was prepared in such a way so as to gain insights from
the respondents.
Plan of Analysis
The data collected from questionnaires were processed tabulated and
analyzed. To avoid wrong inference certain factors like incomplete and
dishonest answers were eliminated.
Tools for Analysis
For the purpose of knowing the level of customer satisfaction
Acharya Bangalore B-School 11
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 12/91
A Study on Customer Satisfaction on Hyundai Cars
the data collected is analyzed using various statistical tools like: The survey
is classified application which is a device summarizing data and presenting
them in tables. This is used for showing relevant sectoral at classification.
2.6 SAMPLING PROCEDURE
Sampling
It is the process of learning about the population based on sample drawn
from it. Thus in the sampling technique instead of every unit of the
universe only a part of the universe is studied and the conclusion aredrawn the basis for the entire universe. A sample is a sub-set of
population units.
Sample Size
A total of 100 respondents were surveyed to gather information to
accomplish objectives.
Methods of Sampling
The various type of sampling can be grouped under two broad heads:
Probability sampling and Non-probability sampling.
PROBABILITY SAMPLING METHOD
(A) Simple or Unrestricted Random Sampling
Simple random sampling refers to that sampling technique in which each
and every unit of the population has an equal opportunity of being
selected in the sample.
Acharya Bangalore B-School 12
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 13/91
A Study on Customer Satisfaction on Hyundai Cars
(B) Stratified Sampling
Stratified random sampling is one of the random methods, which by
using the available information concerning the population, attempts to
design a more efficient sample than obtain by the simple random
procedure.
(C) Systematic Sampling
A systematic sample is formed by selecting one unit at random and
then selecting additional units at evenly interval until the sample has been
formed. This method is popularly used in that case where a complete list
of the population from which sample is to be drawn is available.
(D) Multi-stage Sampling or Cluster Sampling
Under this method, the random selection is made of primary,
intermediate and final units from a given population or stratum.
NON-PROBABILITY SAMPLING METHODS
(E) Judgment Sampling
In this method of sampling, the choice of sample items depends
exclusively in the judgment of the investigator. In other words, the
investigator exercises his judgement in the choice and includes thoseitems in the sample which he thinks are most typical if the universe with
regard to the characteristics under investigation.
(F) Convenience Sampling
A convenience sample is obtained by selecting 'convenient'
population units. The method of convenience sampling is also called as
the chunk. A chunk refers to that fraction of the population being
Acharya Bangalore B-School 13
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 14/91
A Study on Customer Satisfaction on Hyundai Cars
investigated which is selected neither by probability nor by judgement
but by convenience.
(G) Quota Sampling
Quota sampling is a type of judgement sampling and is perhaps the
most commonly used sampling technique in non-probability category.
Choosing of sampling Unit
Researcher has adopted the probability, convenience
sampling method to conduct survey.
2.7 RESEARCH INSTRUMENTS
SOURCES OF DATA
PRIMARY DATA
SECONDARY DATA
PRIMARY DATA
Primary data was collected through a questionnaire and administered
to the consumers.
SECONDARY DATA
It includes both external and internal data. Internal data were company
manuals, annual reports, brochures etc. External data are current information
regarding the company subject is obtained from online sources, magazines
etc.
Acharya Bangalore B-School 14
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 15/91
A Study on Customer Satisfaction on Hyundai Cars
2.8 LIMITATIONS OF STUDY
All the studies to be made have their own parameters and it is difficult
to make a study on assumption despite all possible efforts to make this
analysis comprehensive, scientific and accurate. Thus there is bound to be
some limitations.
Some of the limitations of the study are:
Due to time constraints and shortage of other resources such as money,
only hundred respondents were selected
The sample size was chosen keeping in view the type of product.
The accuracy of the report depends upon how honestly or sincerely the
respondents have answered.
2.9PLAN OF ANALYSIS
Once the data is collected from the respondents the same wasorganized, processed and tabulated.
The tables thus obtained were analyzed with the help of statistical averageand percentage in order to interpret the data and inference were drawnaccordingly.
These inferences deducted to conclusion and then a set of
recommendation and suggestions were build-up.
The secondary data has been used to support the analysis and thisprovides a complete view of scenario.
Acharya Bangalore B-School 15
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 16/91
A Study on Customer Satisfaction on Hyundai Cars
3.0 ORIGIN OF THE COMPANY
HYUNDAI MOTOR COMPANY
The Hyundai Motor Company (HMC) was founded in 1947 as
Hyundai Engineering and Construction Co. by the late Ju-Yung Chung.
Hyundai Motor Company, established in 1967, is the auto sales leader in the
Korean domestic market and exports vehicles to 190 countries worldwide.
Hyundai Motor Company operates the world's largest integrated
automobile manufacturing facility in Ulsan, on Korea's southeast coast. In
1996, Hyundai opened the Namyang Technology Research Center, which
includes a complete testing facility with a 2.8-mile oval test track and a new
$40 million aero acoustic wind tunnel. That same year, 1996, HMC began
production at its state-of-the-art Asan Plant, located southeast of Seoul.
Hyundai now operates eight research centers in Korea along with four
international centers, including Hyundai America Technical Center, Inc. in Ann
Arbor, Michigan, and the Hyundai California Design Center in Irvine,
California. Hyundai's automotive technology centers employ approximately
4,100 researchers with an annual budget of five percent of current revenues.
Current research projects include: electric-powered vehicles, low-emission
gasoline engines, solar-powered vehicles, hydrogen-powered fuel cell
vehicles and other alternative fuel vehicles.
Hyundai Motor India Limited (HMIL)
Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of
Hyundai Motor Company, S. Korea and is the second largest and the fastest
growing car manufacturer in India. HMIL presently markets over 18 variants of
passenger cars across four models, the Santro in the B segment, the Accent
in the C segment, the Sonata in the E segment and the Terracan in the SUV
Acharya Bangalore B-School 16
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 17/91
A Study on Customer Satisfaction on Hyundai Cars
segment
3.1 A BRIEF OVERVIEW OF Advaith HYUNDAI
Introduction
Advaith Motors Pvt. Ltd. is an authorized dealer in Residency road
(Bangalore) for Hyundai Motors India Limited, the latter being one of the
leading manufacturers of small and mid-sized cars in India.
Three enterprising gentlemen Mr. M.P. Shyam, Mr. A.C. Krishna Raju
and Mr. S.V.S. Gupta conceived the dealership in July 1998. All of them are
highly qualified and dynamic professionals whose constant endeavor has
been to earn the goodwill of customers and usher in professional excellence
in all spheres of an automotive franchise.
Advaith market and services Hyundai Motors’ Sonata, Santro,
Tucson,i10- India's first performance luxury sedan and their midsize car, the
Accent and Getz through our sales and service outlets at Advaith motor isconveniently located in the heart of both the cities providing better access to
both the proud owners as well as prospective buyers.
Advaith motor has a 260 strong force committed to excellence in servicing
there esteemed customers.
Advaith sales team is made up of dedicated showroom and field
executives who are professionally trained by Hyundai Motors India Limited.
They are adept at guiding the customer through the entire sales process right
from assisting in choice of model, colour and features up to lending a helping
hand in arranging finance at competitive rates.
Service Centre is equipped with the state-of-the art equipment and is
in-line with Hyundai’s exacting worldwide standards. Our service team is
technically qualified and trained to analyze and provide economical working
solutions to satisfy even the most demanding customers.
Acharya Bangalore B-School 17
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 18/91
A Study on Customer Satisfaction on Hyundai Cars
Vision
“Caring for you …always”
Advaith vision summarizes priorities. They believe that everything they
do, be it marketing their world-class cars or providing services to match,
caring for the customer and taking care of every need.
Advaith perfectly understand the customers’ need to get a competitive
edge for their investments for after all, buying a car would perhaps be the next
biggest investment after acquiring a home. Customers need faster response
both from their cars as well as from there services to keep in step with today’s
jet age thereby minimizing time consumption for any given task. After all, the
old age... "time is money" is much more relevant today than ever before. It
will, and has always been, there vision to care for these very needs of there
valued customers and ensure that their fantasies about owning a dream car
turn into reality in every sense of the word.
CUSTOMERS OF ADVAITH HYUNDAI
Over a period of time, Advaith Hyundai have built long-standing
relationships with many of their customers.
Some of their prestigious clients are :
Software Companies :
• ANZ Infotech
• Cisco
• Compaq
• Digital• Hughes Software
• Kshema Technologies
• Lucent Technologies
• Microland
• Mindtree• Motorola
Acharya Bangalore B-School 18
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 19/91
A Study on Customer Satisfaction on Hyundai Cars
• IBM
• Infosys
• Intel
• Siemens
• Sun Micro Systems
• Wipro
Banks :
• Standard Chartered Bank
Others :
• ABB
• Birla Group
• Bosch
• Brittania India
• GE-BEL
• GE-Transportation
Systems
• Healthscribe
• Hindustan Thomson
• Ingersoll Rand
• Mico
• Microlag
• Millipore India
• Sony
• Yokogawa Bluestar
... many, many more.
Acharya Bangalore B-School 19
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 20/91
A Study on Customer Satisfaction on Hyundai Cars
3.2 ORGANIZATION CHART
Organization Chart
Acharya Bangalore B-School 20
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 21/91
A Study on Customer Satisfaction on Hyundai Cars
Acharya Bangalore B-School 21
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 22/91
A Study on Customer Satisfaction on Hyundai Cars
3.3 Business Operations
AWARDS AND ACHIEVEMINTS
- Hyundai Santro has topped the JD Power Asia Pacific
Initial Quality Study (IQS) that measures product quality
for three years in a row (Years 2000, 2001 and 2002)
- Hyundai Santro has topped the JD Power Asia Pacific
APEAL study that measures customer satisfaction for
three years in a row (Years 2000, 2001 and 2002)
- Hyundai Accent has topped the JD Power Asia Pacific
IQS for 2002 and the APEAL study for 2001 and 2002.
- Hyundai Santro is BS Motoring's 'Car of the Year' for 1999
Acharya Bangalore B-School 22
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 23/91
A Study on Customer Satisfaction on Hyundai Cars
- Hyundai Motor India has been awarded the
'Manufacturer of the Year' by CNBC- Autocar India for
two years in a row (2001 and 2002)
- Hyundai Motor India was adjudged the ‘Car Maker of
the year’ at the ICICI Bank – Overdrive awards 2003
Acharya Bangalore B-School 23
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 24/91
A Study on Customer Satisfaction on Hyundai Cars
RECENT ACHIEVEMENTS
MAY 2005
- Hyundai sonata and Tucson score in JD power survey in US.
- Hyundai inaugurates its first plant in US at an investment of $1.1 billion.
- Hyundai Accent & Tucson named category winners in US study.
- Hyundai Motor India records 136% domestic growth in April 2005.
APRIL 2005
- Hyundai Motor unveils the “Legend of Tucson” in the SUV segment.
- HMI posts highest ever sales in March.
MARCH 2005
- PM presents “Star company” award to HMI.
- Hyundai Sonata declared ”The most reliable car” in US.
FEBRUARY 2005
- Hyundai to build second assembly plant in India.
- HMI ties up with TATA Indicom to implement GDMS.
Acharya Bangalore B-School 24
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 25/91
A Study on Customer Satisfaction on Hyundai Cars
3.4 PRODUCT PROFILE
GETZ
Getz is the most spacious car in the class. Thanks to Hyundai’s
exclusive Space wizard design. Getz offers an array of seat configurations for
virtually every situation. Its smart and versatile space management system
and thoughtful interiors would leave you with enough room for your own. For
added passenger comfort, Getz comes with a 60:40 split, double folding rear
seat and relining backrest with headrest. There’s also the convinence of driver
and passenger door map pockets, a deep glove box, passenger seat side
pocket, floor console with cup holders, and assorted storage trays, plus ahandy rear seat hook to hold shopping bags.
SAFETY FIRST WITH Getz
Driving is hugely enjoyable when you know you are safe and secure.
That’s why Getz is equipped with class leading occupant safety features. You
can steer clear out of danger because Getz comes equipped with ABS. it
prevents wheel lock and skidding and retains car stability and steerability.
Moreover, its unique feature, clutch lock, doubles up as anti-theft and
prevents the starting of the engine unless clutch pedal is pressed. It also
prevents the starting jerks and gives you smoother ride.
Acharya Bangalore B-School 25
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 26/91
A Study on Customer Satisfaction on Hyundai Cars
i20
There’s a new shape on the street and it is called the Hyundai i20. As
you would expect from a car company that buzzes with fresh ideas, novel
solutions and top technology, Hyundai i20 is the epitome of the modern
premium compact. Sharp and stylish on the outside, spacious and versatile
inside, it combines comfort, safety and reliability in a package that is
affordable and economical.
Key moment
The careful design ethos can be even in the ignition key console,
which has a remote locking and unlockingfacility and convenient folding
bayonet.
TERRACAN
Terracan. Hyundai's biggest, most powerful SUV yet. Wide, powerful
stance, sophisticated four-wheel independent suspension and generous cabin
dimensions. When you live life on the edge, whether its work or leisure,
Terracan ensures you have an edge everytime, everywhere.
Acharya Bangalore B-School 26
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 27/91
A Study on Customer Satisfaction on Hyundai Cars
Santro Xing with it’s new aerodynamic styling, power-assisted brakes, the
advanced suspensions, the uniquely responsive technology is as much a
magnificent creation of our drive to delight you as much as a benchmark in
engineering excellence. Santro is being produced exclusively in India and the
Indian Xing will now drive the World.
Acharya Bangalore B-School 27
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 28/91
A Study on Customer Satisfaction on Hyundai Cars
SONATA
Sonata’s sophistication really shines from all angles together with its
impressive rear view with its subtle curvature, fine details and unique rear
combination lamps.
The Sonata is built like a fortress. The car body incorporates numerous
structural protection elements like, dual side impact beams, the energy
absorbing collapsible steering column, front and rear crumple zones, cross-
bar under the dashboard, engine sub-frame and reinforced bumpers together
with the ABS (Anti-locking Braking System), TCS (Traction Control System)
and the optional SRS airbag which provides maximum
Acharya Bangalore B-School 28
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 29/91
A Study on Customer Satisfaction on Hyundai Cars
Acharya Bangalore B-School 29
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 30/91
A Study on Customer Satisfaction on Hyundai Cars
ACCENT VIVA CRDi
The Sporty Viva CRDi.
The exhilarating performance of the Accent Viva is taken a step further
with the new Accent Viva CRDi. Besides the original semi-notchback 5-door
design, the Accent Viva CRDi boasts of the future-ready CRDi engine. Which
is amazingly silent for a diesel engine and low on vibration as well. It's also
surprisingly zippy and eco-friendly. Add to this a host of features such as
Power Steering, Power Windows (Front & Rear), Tilt-type Steering Wheel,
and what you have is a car that combines sporty good looks and state-of-the-
art technology to create a driving experience with a difference.
Acharya Bangalore B-School 30
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 31/91
A Study on Customer Satisfaction on Hyundai Cars
Concentrated power, innovative technology and pure high-performance
excitement. Hyundai cars, Hyundai Accent, Hyundai Sonata and the
Hyundai Santro Xing are the antithesis of inertia. One look and you know
that they are no ordinary cars. Making the most of every driving moment.
These are brimming with innovative ideas and good design that will put
pleasure into every moment that you spend behind the wheel.
Acharya Bangalore B-School 31
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 32/91
A Study on Customer Satisfaction on Hyundai Cars
Tucson
Hyundai Tucson is the most spacious car in its class. Its spacious
interiors are thoughtfully designed and to make your ride a cruising
experience. The engine with 2.0 liter CRDi engine are those who want the
best of together with quietness and smoothness reality, thanks to the
uniformly made pressure in common rail of the 2.0L power and torque are
amazing at 112 I as low as 2000rpm and the 5 speed transmission of Tucson
demonstrates a smooth and dynamic performance and is high on durability
and convenient on maintenance.
Acharya Bangalore B-School 32
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 33/91
A Study on Customer Satisfaction on Hyundai Cars
TWO VEHICLES
In the fall of 2000, Hyundai Motor America added two new vehicles to
its lineup; the Santa Fe sport utility vehicle and the XG300 sedan. The Santa
Fe is a car-based crossover utility vehicle (XUT) that provides car-like ride
and handling with the seating position and utility of a sport utility vehicle. The
XG sedan instantly became Hyundai's flagship vehicle in the U.S. - it's larger
and more luxurious than the Sonata.
Santa Fe
Acharya Bangalore B-School 33
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 34/91
A Study on Customer Satisfaction on Hyundai Cars
XG300/XG350
The XG300 was a hit as well, selling well above the projected numbers. For
2002, the engine displacement of the XG300 moved from 3.0 liters up to 3.5
liters resulting in a name change from XG300 to XG350. For 2003, changes to
the XG350 included a new instrument panel design and new trip computer
display.
The 2004 XG was extensively revised and went on sale in July of 2003.
Both front and rear styling was changed for 2004, and the front disc brake
rotor diameter was increased as well. The XG350L now features a new 12-
spoke design alloy road wheel and all XG350 models are fitted with a full-size
spare tire mounted on matching alloy wheel. There are also many interior
enhancements for the 2004 Hyundai XG350 to make it even more luxurious.
Acharya Bangalore B-School 34
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 35/91
A Study on Customer Satisfaction on Hyundai Cars
SAFETY
Acharya Bangalore B-School 35
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 36/91
A Study on Customer Satisfaction on Hyundai Cars
Accent variants come fitted with the revolutionary ABS, as a standard
feature. ABS provides improved braking performance and directional stability
on slippery surfaces.
The crumple zones in the Santro Xing have been further reinforced to
conform to the strictest of global safety norms and tested for frontal and offset
impact in the most gruelling test track conditions, so that you drive away with
complete peace of mind.
Acharya Bangalore B-School 36
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 37/91
A Study on Customer Satisfaction on Hyundai Cars
Take a look at the Multimedia Animation of our Crash Tests.
A pair of ultra-high strength steel members are built into the doors of the
Santro Xing for additional protection against side impact, while a front impactbar and an engine subframe protect you in the event of a frontal impact.
Acharya Bangalore B-School 37
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 38/91
A Study on Customer Satisfaction on Hyundai Cars
Hyundai vehicles are put through rigorous Crash Tests during developmental
stage that conform to the exacting standards set by agencies like NCAP andSINCAP. Every effort is made to exceed the stipulated norms to ensure
uncompromising passenger safety.
The passenger cabin is an original three-box design and is protected
by reinforced steel sections in the front and back, dual side-impact bars
on all doors and large crumple zones in front and rear.
Acharya Bangalore B-School 38
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 39/91
A Study on Customer Satisfaction on Hyundai Cars
The steering column is fully collapsible and minimizes risk of chest
injuries in the event of a frontal impact.
Acharya Bangalore B-School 39
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 40/91
A Study on Customer Satisfaction on Hyundai Cars
Specially designed to protect the passengers in the event of panic
braking, these seats prevent the occupants from sliding forward and hurting
themselves.
Acharya Bangalore B-School 40
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 41/91
A Study on Customer Satisfaction on Hyundai Cars
The Sonata incorporates numerous structural reinforcements like dual
side-impact beams, an energy- absorbing collapsible steering column, front &
rear crumple zones, cross-bar under the dashboard, an engine sub-frame and
reinforced bumpers that make the car a virtual fortress on wheels.
Acharya Bangalore B-School 41
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 42/91
A Study on Customer Satisfaction on Hyundai Cars
The SRS Driver and Passenger Airbags come as standard on the
Sonata V6 and as an option on the Sonata Gold. They come as an exclusive
package together with ELR Seat Belts and Seat Belt Pretensioners and Load
Limiters and provide maximum protection.
Acharya Bangalore B-School 42
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 43/91
A Study on Customer Satisfaction on Hyundai Cars
Integrated with ABS, the EBD apportions braking power between the
front and the rear axles according to the number of passengers and weight
of the cargo in the trunk for safer, straight line stops.
Acharya Bangalore B-School 43
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 44/91
A Study on Customer Satisfaction on Hyundai Cars
The handsomely sculptured headlamps cluster with four bulbs & clear
lens ensures superior nighttime visibility. The projection type fog lamps comes
handy in inclement weather conditions.
The science of absolute control. Prevents skidding on a slippery road
or during harsh braking, also maintains steer ability.
Acharya Bangalore B-School 44
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 45/91
A Study on Customer Satisfaction on Hyundai Cars
Electronically apportions the brake force between the four wheels
for optimum braking performance.
Acharya Bangalore B-School 45
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 46/91
A Study on Customer Satisfaction on Hyundai Cars
Safety Cell Construction
The protective safety cell sits between fore and aft crumple
zones that absorb impact forces and keep the driver and passengers
out of harms way.
Side Impact Protection
Front and rear doors are reinforced with special high tensile
strength steel members that help absorb side impact forces.
Seat-Belt
Seat belt pretensioner with load limiter reduces the risk of chest
injuries.
Acharya Bangalore B-School 46
Rock Solid Protection
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 47/91
A Study on Customer Satisfaction on Hyundai Cars
The ultimate in driver and passenger safety.
Detects slip in the rear wheel & pulls the vehicle out of difficult & unsafe
terrain.
Acharya Bangalore B-School 47
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 48/91
A Study on Customer Satisfaction on Hyundai Cars
The ladder frame chassis constructed of heavy-duty gauge steel is
designed to withstand massive twisting & flexing safely.
Acharya Bangalore B-School 48
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 49/91
A Study on Customer Satisfaction on Hyundai Cars
The superbly silent HVAC system in the Accent maintains the most
comfortable climate inside the car irrespective of the outside temperature.
An ultra-sensitive automatic temperature sensing coupled with a powerful
aircon and heating system delivers omni-directional air-flow through
specially designed flow control ducts and instantly responds to external
temperature changes to keep the cabin climate perfect.
Acharya Bangalore B-School 49
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 50/91
A Study on Customer Satisfaction on Hyundai Cars
The Noise, Vibrations and Harshness dampering is a function of the
intelligent design of the Accent. Every single component in this car has been
designed to work in perfect harmony so that you can enjoy complete peace
and quiet inside your car.
Acharya Bangalore B-School 50
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 51/91
A Study on Customer Satisfaction on Hyundai Cars
This feature makes sure that your driving experience in an Accent is
not just effortless, but fun as well. While the steering wheel can be easily
'Tilted' at different convenient angles for easy adjustment, the 'Power
steering' gives you greater control of the vehicle, not only in city driving
conditions but also in case of accidents like tyre bursts.
Acharya Bangalore B-School 51
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 52/91
A Study on Customer Satisfaction on Hyundai Cars
The Accent comes equipped with a tilt & a height cushion adjustment
along with sliding and reclining controls that ensure perfect posturing andthe best back and thigh support for a completely relaxed driving experience.
Acharya Bangalore B-School 52
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 53/91
A Study on Customer Satisfaction on Hyundai Cars
Environmental Responsibilities
Hydrogen Vehicle
HMC succeeded in developing a working prototype of a hydrogen fueled
vehicle in 1994. This vehicle features a high-capacity engine with ultra-low
emissions. It is the first vehicle of its type developed in Korea. Widely hailed
as the energy source of the future, hydrogen is non-polluting and is available
in virtually limitless amounts since it can be extracted from water through
electrolysis.
Ultra Low Emission Vehicle
In preparation of the environment-friendly emissions regulations, by 1996
HMC developed an Ultra Low
Emission Vehicle (ULEV) which
dramatically reduced emissions
to one-tenth of that which is
emitted by cars currently on the
road.
This emission reduction is achieved through an electrically heated catalyst
fitted to a conventional engine. As a result, a car equipped with an electrically
heated catalyst has met the United States ULEV standards which are
regarded as among the strictest in the world. HMC's ULEV emits just 0.03g/mi
using a highly sophisticated Pd emission purification device.
Acharya Bangalore B-School 53
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 54/91
A Study on Customer Satisfaction on Hyundai Cars
Electric Hybrid Sport Utility Vehicle
The FGV-1 electric hybrid sport utility vehicle (SUV) is the showcase of HMC's
advanced technology. The FGV-1, or Future Green Vehicle, reflects the depth
of HMC's commitment to creating the next generation of low-pollutionvehicles.
Acharya Bangalore B-School 54
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 55/91
A Study on Customer Satisfaction on Hyundai Cars
3.5 SOCIAL RESPONSIBILITY
Hyundai, as a responsible corporate citizen is committed to
sustainable social development and the preservation of the environment. All
the company's key manufacturing units, including the Indian plant have theISO 14001 certification for its Environment management practices. As a part
of its social responsibility programs, the company conducts various
campaigns to spread awareness of in-car safety and safe driving practices,
particularly targeted against drunken driving, speeding.
As a part of its community development projects, it also has been
working towards the social and economic development of these villages,
assisting them in the areas of primary health care, education, basic
amenities and employment opportunities.
3.6 MARKET SHARE
When Hyundai Motor India Ltd (HMI) started producing cars at a place
called Irrungattukottai near the South Indian city of Chennai in September
1998 Cut to 2004. The integrated manufacturing plant set up at an initialinvestment of US$ 614 million is now the largest manufacturing facility of
Hyundai outside Korea. Hyundai India has a market share of about 20 per
cent, and its plant rolls out about 600 - 700 cars per day in two shifts.
Hyundai India today sells not two but seven brands –i10, i20, Santro, Accent,
Sonata, Getz and Terracan. These cars are sold and serviced by a national
network of 300 sales and service outlets. HMI’s Santro and Accent are India’s
largest selling brands in the B and C segments. The Santro was rated the
"Best Small Car" in the JD Power Asia Pacific Initial Quality and APEAL
studies for three years in a row, and continues to be one of India’s three most
preferred compact cars. The same car is now making important inroads in
Europe.
Acharya Bangalore B-School 55
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 56/91
A Study on Customer Satisfaction on Hyundai Cars
Hyundai India sold 72,113 cars in 2007-08, and this year, the are
planning to target the largest and most competitive market of them all now,
with localisation levels of over 90 percent and the capability to produce world-
class automobiles, Hyundai has made India its small carhub. Businessworld
magazine reported in January this year that Hyundai is upping its annual
export capacity so that by 2010 it can export 500,000 small cars like the
Santro and the Getz from its production base in Chennai.
The market shares of leading players for the month of
May, 2007 is as given below.
COMPANY MARKET SHARE
Maruti Udyog 52.4 %Hyundai Motors 14.4 %Telco 09.9 %Daewoo Motors 11.5 %Hindustan Motors 03.9 %Ind Auto 02.1 %Honda Siel 01.7 %Others 04.1 %TOTAL 100 %
Acharya Bangalore B-School 56
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 57/91
A Study on Customer Satisfaction on Hyundai Cars
3.7 FUTURE PROSPECTS
FUTURE PROSPECTS
The R&D team focuses on the development of new products and
technologies that include interior and exterior design changes,
development of new generation engines and alternate fuel systems,
concept vehicles and advanced passenger safety and comfort systems, in
line with evolving customer preferences across the globe. Recent
successes of the team include the development of the Hyundai patented
Common Rail Direct Injection (CRDi) engine in association with Detroit
Diesel and the award winning Fuel Cell Santa FE.
Some of the ongoing projects that the Hyundai R&D team is
involved in include the development of the 'World Engine' in association
with Daimler Chrysler and Mitsubishi and the development of Automotive
Telematics in association with IBM. That the efforts of the Hyundai R&D
team has paid great dividends to the company is evident from the fact that
the company's engineered products like the Santa Fe and the Getz have
made waves in the global automotive markets and the 'US Consumer
Reports' magazine has ranked Hyundai cars in level with that of Honda in
its recent quality rankings
Acharya Bangalore B-School 57
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 58/91
A Study on Customer Satisfaction on Hyundai Cars
Hyundai Motor India has been awarded the benchmark ISO 14001
certification for its sustainable environment management practices. Living up
to its commitment of providing global standards of quality and process
management in India, Hyundai had put in place an Environment Management
System (EMS)at its manufacturing plant in Chennai right from its project
stage. The certification process was completed in a record time of 10 months
with 'Zero NCRs'. The assessment was done by TUV SUDDEUTSCHLAND
and covered areas like Awareness Training, Technology Upgradation,
Recycling, Waste Management and fulfilling Government Regulations.
HMI is also working on a backward integration strategy that will support
vendors of the company in implementing EMS.
Hyundai Motor Company, S.Korea, the parent of HMI, has been doing
considerable work on sustainable Environment Management The company
has a well defined framework in place for developing products that reduce
pollutant emissions and processes for preservation of natural resources and
energy along all the stages of the product lifecycle from production, sales, use
to disposal. The company has also been in the forefront of development of
environment friendly technologies like Hybrid Electric Vehicles (HEVs), and
Fuel Cell Electric Vehicles (FCEVs) and has been awarded the ISO 14001
certification for all its three major plants in Ulsan, Asan and Jeonju in S.
Korea.
Acharya Bangalore B-School 58
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 59/91
A Study on Customer Satisfaction on Hyundai Cars
4. DATA ANALYSIS AND INTERPRETATION
Table No. 1 Showing Number of respondents according to their age
groups
Age No. of Respondents Percentage
18-25 5 5
25-30 9 9
30-35 22 22
35-40 27 27
40 and above 37 37
TOTAL 100 100
Analysis
The above table shows that 37 % of the total respondents approached
are between the age group of 40 and above. 27 % of the respondents are
between the age group 35-40, 22 % of the respondents are between the age
group of 30-35. 9 % of the respondents are in the age group of 25-30. 5 % of
the respondents are in the age group of 18-25.
Inference
Majority of the respondents fall between the age group of 40 and
above.
Acharya Bangalore B-School 59
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 60/91
A Study on Customer Satisfaction on Hyundai Cars
Graph 1: Showing Number of respondents according to their age groups
0
5
10
15
20
25
30
35
40
N o . o f R e s p o n d e n t
18-25 25-30 30-35 35-40 40 and
above
Age
18-25 25-30 30-35 35-40 40 and above
Acharya Bangalore B-School 60
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 61/91
A Study on Customer Satisfaction on Hyundai Cars
Table 2: Showing Number of Respondents according to gender
Gender No. of Respondents Percentage
Male 67 67
Female 33 33
TOTAL 100 100
Analysis
The above table shows that 67 % of the respondents are males and 33
% of the respondents are females.
Inference
Most of the respondents approached were males.
Acharya Bangalore B-School 61
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 62/91
A Study on Customer Satisfaction on Hyundai Cars
Graph 2: Showing Number of Respondents according to gender
67%
33 %
Ma le F e m a l
Acharya Bangalore B-School 62
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 63/91
A Study on Customer Satisfaction on Hyundai Cars
Table No. 3 Showing number of respondents according to occupation
Occupation No. of Respondents Percentage
Business man 45 45
Employed 5 5
Engineer 10 10
Doctor 23 23
Housewife 5 5
Students 5 5
Others 7 7
TOTAL 100 100
Analysis
The above table shows that 45 % of the respondents are businessmen,
23% of the respondents are Doctors, 10 % of the respondents are Engineer, 7
% of the respondents belong to other class where as 5 % of the respondentsare employed, house wife and student respectively.
Inference
Most of the respondents approached are Businessmen.
Acharya Bangalore B-School 63
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 64/91
A Study on Customer Satisfaction on Hyundai Cars
Graph 3: Showing number of respondents according to there
occupation
0
5
10
15
20
25
30
35
40
45
N o . o f R e s p o n d e n t s
B u s i n e s s m a n
E m
p l o y e d
E
n g i n e e r
D o c t o r
H o u s e w i f e
S
t u d e n t s
O t h e r s
Occupation
Bus ines s m an Em ployed Engineer Doctor
Hous ewife Students Others
Acharya Bangalore B-School 64
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 65/91
A Study on Customer Satisfaction on Hyundai Cars
Table No. 4 Showing Respondents according to Annual Income
Annual Income No. of Respondents Percentage
Above 200000 5 5
200000-250000 12 12
250000-300000 28 28
300000 & Above 55 55
TOTAL 100 100
Analysis
The above table shows that 55 % of the respondents fall in the income
group of 3, 00,000 and above, 25 % of the respondents fall in the income
group of 2,50,000-3,00,000. 12% of the respondents fall in the age group of
2,00,000-250000. 5% of the respondent fall in the income group of 2,00,000
and above.
Inference
Most of the respondents have an annual income of 3, 00,000 and
above, that is they belong to higher income group.
Acharya Bangalore B-School 65
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 66/91
A Study on Customer Satisfaction on Hyundai Cars
Graph 4: Showing Respondents according to Annual Income
0
10
20
30
40
50
60
N o . o f R e s p o n d e n t s
A b o v e 2 0 0 0
0 0
2 0 0 0 0 0 - 2 5 0 0 0 0
2 5 0 0 0 0 - 3 0 0 0 0 0
3 0 0 0 0 0 & A b o
v e
Annual Income
Above 200000 200000-250000 250000-300000 300000 & Above
Acharya Bangalore B-School 66
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 67/91
A Study on Customer Satisfaction on Hyundai Cars
Table 5: showing whether the respondents have seen the advertisement
of Hyundai
Gender No. of Respondents Percentage
Yes 100 100
No 0 0
TOTAL 100 100
Analysis
The above table shows that 100 % of the respondents have seen the
advertisement of Hyundai.
Inference
All the respondents have seen the advertisements of Hyundai cars.
Acharya Bangalore B-School 67
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 68/91
A Study on Customer Satisfaction on Hyundai Cars
Graph 5: showing whether the respondents have seen the advertisement
of Hyundai.
100%
0%
Yes No
Acharya Bangalore B-School 68
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 69/91
A Study on Customer Satisfaction on Hyundai Cars
Table 6: Showing No. of respondents according to the
Media in which they have seen Hyundai
Analysis
The above table shows that 100 % of the respondents have seen the
advertisement of Hyundai cars in television.
Inference
Television is the most effective media for advertising.
Acharya Bangalore B-School
Media No. of Respondents Percentage
Television 100 100
Newspaper 0 0
Magazine 0 0
Hoarding 0 0
TOTAL 100 100
69
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 70/91
A Study on Customer Satisfaction on Hyundai Cars
Graph 6: Showing No. of respondents according to the
Media in which they have seen Hyundai
0
10
20
30
40
50
60
70
80
90
100
N o . o f R e s p o n d e n t s
Television Newspaper Magazine Hoarding
Media
Television Newspaper Magazine Hoarding
Acharya Bangalore B-School 70
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 71/91
A Study on Customer Satisfaction on Hyundai Cars
Table 7: showing No of respondents according to the vehicle they own
Vehicle No. of Respondents Percentage
Santro 40 40
Accent 20 20
Elentra 16 16
Sonata 12 12
Terracan 8 8
Getz 4 4
TOTAL 100 100
Analysis
The above table shows that 40 % of the respondents own a Santro, 20
% of the respondents own Accent, 16 % of the respondents own Elentra. 12
% of the respondents own Sonata, 8 % of the respondents own Terracanand 4 % own Getz.
Inference
Most of the respondents own Santro.
Acharya Bangalore B-School 71
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 72/91
A Study on Customer Satisfaction on Hyundai Cars
Graph 7: Showing No of respondents according to the vehicle they own
0
5
10
15
20
25
30
35
40
N o . o f R e s p o n d e n t s
Santro Accent Elentra Sonata Terracan Getz
Vehicle
Santro Accent Elentra Sonata Terracan Getz
Acharya Bangalore B-School 72
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 73/91
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 74/91
A Study on Customer Satisfaction on Hyundai Cars
Graph 8: Showing No of respondents according to the duration of
ownership
0
5
10
15
20
25
30
N o . o f R e s p o n d e n t s
0-1 1-2 2-3 3-4 4-5
Years
0-1 1-2 2-3 3-4 4-5
Acharya Bangalore B-School 74
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 75/91
A Study on Customer Satisfaction on Hyundai Cars
Table 9: showing number of respondents according to the factor they
considered the most in choosing Hyundai cars
Factors No. of Respondents Percentage
Need 30 30
Brand name 20 20
Safety 20 20
Self esteem 10 10
Availability 0 0
Style 15 15
Others Specify 5 5
TOTAL 100 100
Analysis
The above table shows that 30 % of the respondents fall under need
factor, 20 % of the respondents go for brand name and safety, 10 % of the
respondents fall under self esteem, 15 % of the respondents fall under the
group style, 5 % of the respondents fall under other category.
Inference
Most of the respondents consider need as the major factor in choosing
a Hyundai car. Brand name and safety are also considered equally, style and
self esteem also play an important roll in choosing the Hyundai cars.
Acharya Bangalore B-School 75
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 76/91
A Study on Customer Satisfaction on Hyundai Cars
Graph 9: showing number of respondents according to the factor they
considered the most in choosing Hyundai cars
0
5
10
15
20
25
30
N o . o f R e s p o n d e n t s
N e e d
B r a n d
n a m e
S
a f e t y
S e l f e s
t e e m
A v a l i a b i l i t y
S t y l e
O t h e r s S p e c i f y
Factors
Need Brandname Safety Self esteem
Avaliability Style Others Specify
Acharya Bangalore B-School 76
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 77/91
A Study on Customer Satisfaction on Hyundai Cars
Table 10: showing No of respondents according to their preference
rating
Preference Excellent Good Moderate Cant Say Total
Resp % Resp % Resp % Resp % Resps %
Comfort 6 6 84 84 10 10 0 0 100 100
Safety 19 19 74 74 7 7 0 0 100 100
Mileage 0 0 72 72 28 28 0 0 100 100
Maintenance 10 10 70 70 20 20 0 0 100 100
Power 12 12 66 66 22 22 0 0 100 100
Status 0 0 100 100 0 0 0 0 100 100
COMFORT
Analysis ;
The above table shows that 84 % of the respondents say that the
comfort is good, 10 % of the respondent say that the comfort is moderate, 6%
of the respondents find comfort to be excellent.
Inference ;
Most of the respondents say that the comfort is good.
Acharya Bangalore B-School 77
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 78/91
A Study on Customer Satisfaction on Hyundai Cars
SAFETY
Analysis:
The above table shows that 74% of the respondents say that the safety
is good, 19% of the respondents say that the safety is excellent, 7% of the
respondents say that the safety is moderate.
Inference :
Most of the respondents say that the safety is good.
MILEAGE
Analysis :
72% of the respondents say that the mileage of their car is good, 28%
of the respondents say the mileage is moderate.
Inference :
Most of the respondents say that the mileage is good.
MAINTENANCE
Analysis ;
The above table shows that 70 % of the respondents say that the
maintenance is good, 20% of the respondents say that the maintenance is
moderate, 10 % of the respondents say it is excellent.
Inference ;
Most of the respondents find maintenance to be good.
Acharya Bangalore B-School 78
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 79/91
0
20
40
60
80
100
120
C o m f o r t
S a f e t y
M i l e a g e
M a i n t e n a n c e
P o w e r
s t a t u s
Preference
N
o . o f R e s p o n d
Excellent Good Moderate Cant Say
A Study on Customer Satisfaction on Hyundai Cars
POWER
Analysis ;
The above table shows that 66% of the respondents say that the power
of their vehicle is good, 22% of them say that the power is good, 12 % of the
respondents find the power to be excellent.
Inference ;
Most of the respondents say that the power of there vehicle is good.
STATUS
Analysis ;
The above table shows that 100 % of the respondents feel the status to be
good.
Inference ;
All the respondents say that the status of their Hyundai vehicle is good.
Graph 10: showing No of respondents according to their preference
rating
Acharya Bangalore B-School 79
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 80/91
0
10
20
30
40
50
60
70
N o . o f R e s p o
Maruti Ford Tata Others Only
Hundai
Cars
Maruti Ford Tata Others OnlyHundai
A Study on Customer Satisfaction on Hyundai Cars
Table 11: Showing No. of Respondents owning the Cars
Other Cars No. of Respondents Percentage (%)
Maruti 20 20Ford 3 3
Only Hyundai 65 65
Tata 10 10
Others 2 2
TOTAL 100 100
Analysis ;
The above table shows that the 65% of the respondents own only
Hyundai car. 20% of the respondents own Maruti, 10% of the respondents
own Tata, 3% of the respondents own Ford, 2% of the respondents own other
cars.
Inference ;
Most of the respondents own only Hyundai car.
Graph 11: Showing No. of Respondents owning the Cars
Acharya Bangalore B-School 80
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 81/91
0
10
20
30
40
50
60
70
80
N o . o f R e s p
Excellent Good Satisfactory Not
Satisfactory
Opinion
Excellent Good Satisfactory Not Satisfactory
A Study on Customer Satisfaction on Hyundai Cars
Table 12: showing the opinion of respondents about the quality of
Hyundai vehicles
Opinion No. of respondents Percentage (%)
Excellent 14 14
Good 80 80
Satisfactory 6 6
Not Satisfactory 0 0
Total 100 100
Analysis ;
The above table shows that 80% of the respondents say the quality of
the Hyundai vehicle is good. 14% of the respondents say the quality is
excellent. 6% of the respondents say that the quality of the Hyundai vehicle is
satisfactory.
Inference ;
The opinion of most of the respondents is that the quality of Hyundai
car is good compared to others.
Graph 12: showing the opinion of respondents about the quality of
Hyundai vehicles
Acharya Bangalore B-School 81
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 82/91
0
5
10
15
20
25
30
35
40
N o . o f R
e s
Power Interiors Low
Maintenance
Options
Power Performance Interiors Fuel Economy LowMaintenance All theAbove
A Study on Customer Satisfaction on Hyundai Cars
Table 13: showing No. of Respondents according to their likings about
Hyundai Car
Options No. of Respondents Percentage (%)
Power 11 11Performance 15 15
Interiors 8 8
Fuel Economy 18 18
Low Maintenance 11 11
All the Above 37 37
TOTAL 100 100
Analysis ;
The above table shows that 37% of the respondents like all the above
options. 18% of the respondents like fuel economy, 15% of the respondents
like performance, 11% of the respondents like power and low maintenance
respectively. 8% of the respondents like the interiors.
Inference ;
Most of the respondents like all the options about Hyundai Car.
Graph 13: showing No. of Respondents according to their likings about
Hyundai Car
Acharya Bangalore B-School 82
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 83/91
14%
86%
0%0%
Highly Satisfied Satisfied Highly Unsatisfied Unsatisfied
A Study on Customer Satisfaction on Hyundai Cars
Table 14: Showing No. of Respondents according to their satisfaction
Level
Options No. of Respondents Percentage (%)
Highly Satisfied 14 14
Satisfied 86 86
Highly Unsatisfied 0 0
Unsatisfied 0 0
TOTAL 100 100
Analysis ;
The above table shows 86% of the respondents say that they are
satisfied with Hyundai. 14% of the respondents say that they are highly
satisfied.
Inference ;
All the respondents are satisfied with Hyundai.
Graph 14: Showing No. of Respondents according to their satisfaction
Level
Acharya Bangalore B-School 83
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 84/91
0
10
20
30
40
50
60
No. of
Respondents
Silver Black White Huskey
Blue
Others
options
Silver Black White HuskeyBlue Others
A Study on Customer Satisfaction on Hyundai Cars
Table 15: Showing No. of Respondents According to their Liking and
Colour
Options No. of Respondents Percentage (%)
Silver 18 18
Black 60 60
White 15 15
Husky Blue 5 5
Others 2 2
TOTAL 100 100
Analysis ;
The table shows 60% of the respondents like black colour, 18% of the
respondents like silver colour, 15% like white colour, 5% like husky blue, 2%
of the respondents like other colours.Inference ;
Most of the respondents like black Colour.
Graph 15: Showing No. of Respondents According to their Liking and
Colour
Acharya Bangalore B-School 84
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 85/91
0
10
20
30
40
50
60
70
80
90
N o . o f R e
Excellent Good Satisfactory Not
Satisfactory
Options
Excellent Good Satisfactory Not Satisfactory
A Study on Customer Satisfaction on Hyundai Cars
Table16: Showing No. of respondents According to their opinion about
after sales Service
Options No. of Respondents Percentage (%)
Excellent 10 10
Good 86 86
Satisfactory 4 4
Not Satisfactory 0 0
TOTAL 100 100
Analysis ;
The above table shows that 86% of the respondents say that the after
sales service is good. 10% of the respondents regarded as excellent. 4% of
the respondents say that the after sales service is satisfactory.
Inference ;Most of the respondents have a good opinion about after sales service
provided by Sudeep Motors.
Graph 16: Showing No. of respondents according to their opinion about
after sales Service.
Acharya Bangalore B-School 85
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 86/91
A Study on Customer Satisfaction on Hyundai Cars
Table 17: Showing Whether the respondents will suggest their friends to
buy a Hyundai Car.
Response No. of Respondents Percentage (%)
Yes 100 100
No 0 0
TOTAL 100 100
Analysis :
The above table shows that 100 % of the respondents will suggest their
friends to buy a Hyundai Car.
Inference :
100 % of the respondents are satisfied with their Hyundai car.
Graph 17: Showing whether the respondents will suggest their Friendsto buy a Hyundai Car
100%
0%
Yes No
Acharya Bangalore B-School 86
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 87/91
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 88/91
A Study on Customer Satisfaction on Hyundai Cars
13) The study shows that mostly of the respondent (90 %) are satisfied with
Hyundai whereas (10 %) of them are highly satisfied with their cars.
14) The study shows that majority of the respondent prefer black colour for
their cars, it may be because of the fashion or the royal look.
15) The study shows that most of the respondents (86 %) are satisfied with
the after sales service and say it is good. (10 %) of them say it is excellent.
Whereas some of them (4 %) say it is just satisfactory.
16) The survey shows that all the respondents (100 %) are satisfied with
Hyundai cars and that they will suggest their friends to buy a Hyundai
car.
Acharya Bangalore B-School 88
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 89/91
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 90/91
A Study on Customer Satisfaction on Hyundai Cars
6. RECOMMENDATIONS
The satisfaction level of all the respondents are high but still I would
like to recommend the following.
• There are three key elements that effect the satisfaction level of
customer they are :
♦ Quality of the product
♦ Customer satisfaction oriented service operation
♦ High quality service
1) Hyundai motor company should try to improve on the quality
of product
2) Hyundai motor company should concentrate on customer
satisfaction oriented after sales support. Hyundai motor should develop
new service program such as service clinic, assistance to setup for newly
initiated markets and service vehicle for customers.3) High quality service can be represented by speedy work,
reliable servicing and sincere attitude to the customers. All thesE can be
achieved by:
• Trained service staff working in a well equipped work
shop.
• Training should be provided to the technicians with
latest updates.
Acharya Bangalore B-School 90
8/3/2019 Asad Project
http://slidepdf.com/reader/full/asad-project 91/91
A Study on Customer Satisfaction on Hyundai Cars
SUGGESTIONS
1) Rather than looking at all aspects of choices or
consumption experience, “Advaith Motors Pvt. Ltd.” Can concentrate
on those aspects that are of direct interest or are directly controllable.
2) Managerial decisions should be made considering these
aspects.
3) Research should be done to come up with more car safety
and comfort features.
4) Hyundai should come up with vehicle with better mileageconsidering the Indian roads and the poor traffic.
5) Hyundai should aim at high quality service, speedy work
reliable servicing and sincere attitude to the customer in order to
achieve customer satisfaction.
6) “Advaith Motors Pvt. Ltd.” should have a better and
professional approach towards each customers.
7) Advaith Motors Pvt. Ltd should organize exchange
melas.
8) Advaith Motors should put up service camps around the
city of Gujarat to insure better customer satisfaction.
9) Advaith Motors should pass on information to Hyundai.
10) Hyundai should come up with vehicle for students which
are affordable and trendy.