customer satisfaction-hyundai motars

8/11/2019 Customer Satisfaction-hyundai Motars

1/50

INTRODUCTION

From thebeginning of the customer service revolution almost 20 years ago, a

body of business research focused on customer satisfaction and customer focusedorganization. Business Consultants Corporation and otherhave working to identify the

characteristics of organizations that consistently please their customers, to develop tools

for monitoring customer satisfaction, and to build continuous, uality improvement

system that respond to customer feedback. !lthough much for the research has been

conducted by and for the corporate world, customer service and satisfaction is not limited

to private sector. "ublicly funded organizations that are incorporating practices develop

in the business world provide a growing body of e#perience and study. $ncreasingly,

federal, state and local government agencies are attempting to gauge their performance

and the effect on those they directly serve. %hroughout the public sector, initiatives to

&reinvent' government including education reform, privatization, and managed care have

elevated customer service and satisfaction to new priorities. (ithin the )uropean *nion,

a shift is underway to re+think and reform social services with social inclusion and &user

involvement' as driving forces.

Definition of Customer satisfaction

$t is a business term, is a measure of how products and services supplied by a

company meet or surpass customer e#pectation. $t is seen as a key performance indicator

within business and is part of the four of a Balanced -corecard. Customer satisfaction

is the measure of how well our PRODUCTS, SERVICE, SUPPORT and

ENGGE!ENT are a"le to meet the customer E#PECTTIONS$ $n a competitive

marketplace where businesses compete for customers, customer satisfaction is seen as a

key differentiator and increasingly has become a key element of business strategy.

%he esearch conduct was descriptive in nature. (arangal segment was surveyed

to attain certain results. %he survey was conducted on /A STUDY ON CUSTOMER

SATISFACTION TOWARDS HYUNDAI,


2/50

$n this pro1ect may analyze few points are

. !nalyze the customer.

2. yundai the position.

3. 4etermine the competitor position.

5. $dentify the competitors.

6. 4etermine the satisfaction of the customer.

7. $dentify the bike condition.

Customer satisfaction is one of the main important aspects in every field.

Consumption is the sole end and purpose of all production and interest of the

product ought to be attended to only so far as it may be necessary for promoting those of

the consumer.

Consumer satisfaction refers to the process where in all the employees of the firm

are reuired to interact directly with the products and processes, and turn even interaction

with the customer into a platform of interactive communication so as to add value and

increase customer satisfaction.

Tebou mo!e"

%he teboul model is being e#plained with the help of a circle and a suare. %he circle

represents the customers need and the suare represents the product8services offered by

the organization. %otal satisfaction is said to be achieved when the circle super imposes

the suare or when the offer matches needs. %he ultimate goal of a firm is to cover the

e#pected performance level better than the competitor.

2


3/50

#ano$s mo!e"

!ccording to kano's model product features can be classified as,

Basic features

"erformance features and

)#citement features

%asic features"

Basic features are the customer's e#pectations and providing basic features will not result

in customer satisfaction.

&erformance features"

"erformance features are those features which are specifically spoken out by the

customers. Customer satisfaction is related to the degree of achievement .if the product

performance is better than the satisfaction level is improved.

E'citement features"

)#citement features are value added features which are actually not e#pected by the

customer such as the convenience functions and e#tra functions. it is because of the

e#citement features that a product is considered to be a uniue one. one can define

e#citement features as those e#tra features for which value paid is zero or minimal.

3


4/50

WHAT IS A CUSTOMER(

! customer is the most important person even in this office in person or by mail.

! customer is not dependent on us, we are dependent on him.

! Customer is not an interruption of our work9 he is the purpose of it. (e are not

doing a favour by saving him he is doing as a favor by giving us the opportunity to do so.

! customer is not someone to or match wits with nobody ever own an

arrangement with a customer.

! customer is a person who brings us his wants. $t is our 1ob to handle them

profitably to him and to ourselves.

Customer elationship :anagement is first time coined in !merica in the early

;


5/50

Mar#etin) Definitions"

:arketing is so basic that it cannot be considered as a function. $t is whole

business seen from the point of view of its final results i.e., from the customer's point of

view. Business is not determined by the produced by the customer.

+++&eter F* Druc#er*

:arketing is a social and managerial process by which individuals and groups

obtain what they need and want through creating, offering and e#changing of value with

others.

+ &,ii- .oter*

!merican :arketing !ssociation defined marketing as /%he process of planning

and e#ecuting the conception, pricing, promotion and distribution of ideas, goods and

services to create e#change that satisfy individual and organizational ob1ectives.

Mar#etin) Mana)ement"

!ccording to "hilip =otler /:arketing management is the process of planning

and e#ecuting the conception, pricing, promotion distribution of goods, services and ideas

to create e#change with target groups that satisfy customers and organizational.

!ccording to "aul :azer /:arketing is an ongoing process of discovering and

translating consumer needs and design into products and services, servicing the consumer

demands with help of :arketing Channels.

6


6/50

T/-es of Mar#ets "

. >eographic Basis ?ocal, regional and international markets.2. "roduct Basis -tock :arket, Capital :arket, Bullion

:arket, >rain :arket etc.

3. Competition Basis "erfect market and imperfect market.

Core Conce-t of Mar#etin)"

:arketing is a social and managerial process by which individuals and groups

obtained what they need and want through creating, offering and e#changing products of

value with others.

Nee!s0 Wants an! Deman!s"

:arketing thinking start with the total of human needs and wants people need

food, air, water, clothing and shelter to services. Beyond this people have strong desire

for recreation education and other services. %hey have strong preference for particular

versions of basic goods and services.

! human need is a state by felt desperation of some basic satisfaction.

%he needs are created by their society or by marketers, they e#ist in the very

te#ture of human biology and the human condition wants are desire for specific

satisfaction of these deeper needs.

7

@eeds (ants4emands

Aalue, cost and-atisfaction

)#change%ransaction

"roducts

:!=)%:arketing :arketers


7/50

4emands are wants for specific product they are backed by an ability and

willingness to buy them. (ants becomes demand when they supported by purchasing

power, many people want a :ercedes Benz. nly few people can able willing to by one.

Companies must therefore measure not only how many people want their product

but, more important is many would actually be willing and able to buy it.

:arketers however do not create and need for social status. :arketers influence

demand by marketing the product appropriate attraction, affordable and easily available

to target customers.

&ro!ucts "

"roduct is defined as anything that can be offered to satisfy a need or want.

%he importance of physical product lies not much does owe them in obtaining the

render. %he term product to cover physical product, services and other vehicles that are

capable of delivering satisfaction of a want or need.

1aue cost an! Satisfaction"

Aalue is consumer's estimate of the product over all capacity to satisfy his or her

needs. Customer delivered value is the difference between total customers value and total

customer cost.

Cost consideration enters into almost business decision, but the word /costD has

many meanings in many different settings. $n the most elemental from cost refers to the

/sacrificeD that is incurred whenever and e#change or transformation of resources takes

place.

Customer Satisfaction "

-atisfaction is the level of person's stage resulting from comparing a products

perceived performance in relation to the person's e#pectations.

E


8/50

E'c,an)e0 transaction an! reations,i- "

E'c,an)e "

:arketing emerges when people decide to satisfy needs and wants through

e#change. )#change is one of four ways people can obtain products.

. -elf+"roduction people can relive through hunting, fishing or fruit

gathering. %hey need not interact with any other else. $n this case there is

no market and not marketing.

2. Coercion ungry people can wrest or steal food from others. @o benefit

is offered to the others e#cept that of not being harmed.

3. Begging ungry people can approach other and beg for food. %hey have

nothing tangible to offer e#cept gratitude.

5. )#change ungry people can approach others and offers a resource in

e#change such as money, mother goods or a service.

)#change is the act of obtaining a desired product from some one by offering

something in return.

Mar#et"

! market consists of all the potential customers sharing particular needs or wants

who might be willing and able to engage in e#change to satisfy that need or want.

riginally the term market stood for the place where buyers and sellers gathered to

e#change their goods such a village suare.

Distribution s/stem"

! distribution system is a very e#ternal source, normally it takes year to built and

it is not easily changed. $t's ranked in importance with key internal resources such as

manufacturing research, engineering and field sales, personal and facilities.


9/50

Mar#etin) an! C,anne function an! fo2s "

! marketing channel performs the work of moving good from producers to

consumer. $t overcomes the time, place and possession gaps that separate goods and

service from those who would use them. :ember in the marketing channel performs

number of key functions and participate in the following marketing flows.

$nformation

"romotion

@egotiation

rdering

Financing

isk taking

"hysical possession

"ayments

-ome of these flows are forwards flows physical and promotionG other are

backwards. rdering and paymentsG both direction therG $nformation, negotiation and

risk takingG

;


10/50

NEED FOR THE STUDY

!fter sales service is a concept very much associated with sales especially in

automobile industry.

%he person who buys a vehicle from a dealer does not stop his relationship as a

buyer, instead he starts continuing to be a customer.

%hereafter in the name of after sales service here in this case there is a specific

problem.

%he authorized dealer is facing on the area of after sales service.

%o utilize the full life span of the vehicle it has to be serviced regularly.

But a small portion of the total customer population is not reporting regularly and

the part is not satisfied with the service provided.

-o the pro1ect is done to e#plore the reasons for why those customers are not

reporting regularly and how to delight the customer.

-o the research has been conducted to make possible suggestions and

recommendations.

0


11/50

IM&ORTANCE OF THE STUDY

$n today marketing world everything is changing at a dynamic pare the only thing

constant about change is change. %his change is reshaping the world is which are

living. %he market focus today is shaping the desires of the customers regarding their

needs and wants and the choices which the market has to after offer the customer. $n

present day conte#t to understand the customer it is important to understand how the

company is orienting its strategies towards the customers.

%he customer is the focal point of the marketing activities and to retain customers oneof the important tools in the hands of the marketing Customer elationship

:anagement. %he Customer elationship :anagement enables the organization to

retain the ?oyalty of the customers towards the organizations offerings were by going

ahead start in the competition at the marketing place.

%hus Customer elationship :anagement is the luckily charm in the hands of the

marketers to beat the competition and retain supremacy in the market Customer

elationship :anagement enables the firms to gain the minds and hearts of the

customer there by making the customers on integral part of the firms marketing

efforts. %he present study looks into the Customer elationship :anagement

practices that are followed by the firm towards it customers and their effectiveness in

retaining customer loyalty towards the organization.


12/50

O%3ECTI1ES OF THE STUDY

. %o analyse the customer's satisfaction about the organization.

2. %o evaluate the tools and techniues of customer satisfaction.

3. %o study the different products of yundai.

5. %o evaluate the organization's tactics to satisfy the customers.

6. %o know the perception of the customers about the organization.

7. %o obtain the impact of brand image of yundai to influence customers.

RESEARCH METHODO4O5Y

6*

%he study has been covered on the following steps

Data coection

. %he Huestionnaire was the main tool used for securing the responses from the

responders regarding the company's product. %he espondents were contacted

personally and were interviewed and collected their views, opinions and

suggestion given by them.

Sources Of !ata"

%he data for the present study was collected from both primary and secondary

sources. "rimary data is collected through structured uestionnaire. 4ata

regarding the history of the organization, various stages of its development, its

product information were collected from handouts, official records and

corporate website of yundai. esearch was carried out the well designed

uestionnaire.

2


13/50

. -ample design

2. -ampling unit3. $t comprises of outside customers and employees of the &yundai

:otors'

5. -ampling -ize esearch was done for the sample size of 00

6. "eriod of the study Fieldwork was done at &yundai :otors' (arangalfor period of 56days.

&RIMARY DATA" "rimary data is collected personally interviewing the

respondents through e#perience, observation and survey methods. $t is

collected specially for a particular purpose with certain ob1ectives in mind.

SECONDARY DATA" $t is already collected and recorded data by some

other person for some purpose and is available for present study.

)#ample internet, te#tbooks, organizations annual report etc.

7. (ebsite www.mouthshut.com and from different websites and

:agazines.

E. Toos use!"Bar graphs, tables and percentages.

4IMITATIONS OF THE STUDY

. %he data collected for the study was restricted to year only.

2. %he sample size chosen is covered only a small portion of the customers.

3. %ime is the ma1or constraint for this study as the time duration was very short.

5. !ccuracy of the study is purely based on the information as given by the

respondents.

3


14/50

Automobie in!ustr/ in In!ia

%he automobie in!ustr/ in In!ia is the ninth largest in the world with an annual

production of over 2.3 million units in 200< $n 200;, $ndia emerged as !siaIs fourth

largest e#porter of automobiles, behind Japan, -outh =orea and %hailand.

Following economic liberalization in $ndiain ;;, the $ndian automotive industry has

demonstrated sustained growth as a result of increased competitiveness and rela#ed

restrictions. -everal $ndian automobile manufacturers such as %K%! :otors, :aruti

-uzuki and :ahindra and :ahindra, e#panded their domestic and international

operations. $ndiaIs robust economic growthled to the further e#pansion of its domestic

automobile market which attracted significant $ndia+specific investment by multinational

automobile manufacturers. $n February 200;, monthly sales of passenger cars in $ndia

e#ceeded 00,000 units.

bryonic automotive industry emerged in $ndiain the ;50s. Following the independence,

in ;5E, the >overnment of $ndiaand theprivate sector launched efforts to create an

automotive component manufacturing industry to supply to the automobile industry.owever, the growth was relatively slow in the ;60s and ;70s due to nationalization

and the license ra1which hampered the $ndian private sector. !fter ;E0, the automotive

industry started to grow, but the growth was mainly driven by tractors, commercial

vehicles and scooters. Cars were still a ma1or lu#ury. Japanesemanufacturers entered the

$ndian market ultimately leading to the establishment of :aruti *dyog. ! number of

foreign firms initiated 1oint ventures with $ndian companies.

$n the ;


15/50

component and automobile manufacturing growth has accelerated to meet domestic and

e#port demands.

%he Britannica )ncyclopedia a motorcycle as a bike or tricycle propelled by an

internal Lcombustion engine or, less often by an electric engineG. %he automobile was

the reply to the ;th Lcentury reams of self+propelling the horse+drawn bikeriage.

-imilarly, the invention of the motorcycle created the self Lpropelling bicycle. %he first

commercial design was three+wheeler built by )dward Butler in >reat Britain in


16/50

FURTHER DE1E4O&MENTS"

:ost of the developments during the early phase concentrated on three and four+

wheeled design since it was comple# enough to get the machines running with out having

to worry about them falling over. %he ne#t notable two+wheeler though was the

ildebrand (olf :ueller, patented in :unich in


17/50

system etc. %he $ndian two+wheelers industry made a small beginning in the early 60s

when !utomobile products of $ndia !"$G started manufacturing scooters in the country.

*ntil ;6


18/50

distribution. $n the short term, market shares of individual manufacturers are going to be

sensitive to capacity, product acceptance, pricing and competitive pressures from other

manufacturers.

!s incomes grow and people grow and people feel the need to own a private means

of transport, sales of two+wheelers will rise. "enetration is e#pected to increase to

appro#imately to more than 26O by 2006.

%he motorcycle segment will continue to lead the demand for two+wheelers in the

coming years. :otorcycle sale is e#pected to increase by 20O yoy as compared to O

growth in the scooter market and 3O by moped sales respectively for the ne#t two years.

%he four+stroke scooters will add new dimension to the two+wheeler segment in the

coming future.

%he !sian continent is that largest user of the two+wheelers in the world. %his is due to

poor road infrastructure and low per capita income, restrictive policy on bike industry.

%his is due to oligopoly between top five players in the segment, compared to thirsty

manufacturers in the bike industry.

E'-orts

$ndia has emerged as one of the worldIs largest manufacturers of small cars. !ccording to

New York Times, $ndiaIs strong engineering base and e#pertise in the manufacturing of

low+cost, fuel+efficient cars has resulted in the e#pansion of manufacturing facilities of

several automobile companies like yundai :otors,@issan, %oyota, Aolkswagenand

-uzuki.

$n 200eneral :otorsannounced its plans to e#port about 60,000 cars manufactured in $ndia by

20.

$n -eptember 200;, Ford :otorsannounced its plans to setup a plant in $ndia with an

annual capacity of 260,000 cars for *-P600 million. %he cars will be manufactured both


19/50

for the $ndian market and for e#port. %he company said that the plant was a part of its

plan to make $ndia the hub for its global production business. Fiat :otors also announced

that it would source more than *-P billion worth auto components from $ndia.

!ccording to Bloomberg ?."., in 200; $ndia surpassed China as !siaIs fourth largest

e#porter of cars.

In!ian automobie com-anies

Notabe In!ian automobie manufacturers

As,o# 4e/an!

C,in#ara Motors Beachster, ammer, oadster .roup

:ahindra

ero )lectric )A!

%ara $nternational

%K%! :otors

Notabe Muti8nationa automobie manufacturers

;
http://en.wikipedia.org/wiki/Bloomberg_L.P.http://en.wikipedia.org/wiki/Ashok_Leylandhttp://en.wikipedia.org/wiki/Chinkara_Motorshttp://en.wikipedia.org/wiki/Chinkara_Motors#Roadster_1.8Shttp://en.wikipedia.org/wiki/Chinkara_Motors#Jeepsterhttp://en.wikipedia.org/wiki/Force_Motorshttp://en.wikipedia.org/wiki/Hindustan_Motorshttp://en.wikipedia.org/wiki/Hindustan_Ambassadorhttp://en.wikipedia.org/wiki/Mahindra_%26_Mahindra_Limitedhttp://en.wikipedia.org/wiki/Mahindra_Majorhttp://en.wikipedia.org/wiki/Mahindra_Xylohttp://en.wikipedia.org/wiki/Mahindra_Scorpiohttp://en.wikipedia.org/wiki/Maruti_Suzukihttp://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/Maruti_Altohttp://en.wikipedia.org/wiki/Maruti_Altohttp://en.wikipedia.org/wiki/Maruti_WagonRhttp://en.wikipedia.org/wiki/Suzuki_MR_Wagonhttp://en.wikipedia.org/wiki/Suzuki_MR_Wagonhttp://en.wikipedia.org/wiki/Suzuki_Altohttp://en.wikipedia.org/wiki/Suzuki_Altohttp://en.wikipedia.org/wiki/Maruti_Ritzhttp://en.wikipedia.org/wiki/Maruti_Ritzhttp://en.wikipedia.org/wiki/Suzuki_Swifthttp://en.wikipedia.org/wiki/Suzuki_Swifthttp://en.wikipedia.org/wiki/Maruti_Swift_Dzirehttp://en.wikipedia.org/wiki/Maruti_Swift_Dzirehttp://en.wikipedia.org/wiki/Suzuki_SX4http://en.wikipedia.org/wiki/Maruti_Omnihttp://en.wikipedia.org/wiki/Maruti_Versahttp://en.wikipedia.org/wiki/Maruti_Versahttp://en.wikipedia.org/wiki/Maruti_Gypsyhttp://en.wikipedia.org/wiki/Premier_Automobiles_Limitedhttp://en.wikipedia.org/wiki/Premier_Automobiles_Limitedhttp://en.wikipedia.org/wiki/Premier_Automobiles_Limitedhttp://en.wikipedia.org/wiki/Premier_Automobiles_Limitedhttp://en.wikipedia.org/wiki/Premier_Automobiles_Limitedhttp://en.wikipedia.org/wiki/San_Stormhttp://en.wikipedia.org/wiki/San_Stormhttp://en.wikipedia.org/wiki/Tata_Motorshttp://en.wikipedia.org/wiki/Tata_Nanohttp://en.wikipedia.org/wiki/Tata_Indicahttp://en.wikipedia.org/w/index.php?title=Tata_Io&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Tata_Io&action=edit&redlink=1http://en.wikipedia.org/wiki/Tata_Sumohttp://en.wikipedia.org/wiki/Tata_Sumohttp://en.wikipedia.org/wiki/Tata_Safarihttp://en.wikipedia.org/wiki/Tata_TLhttp://en.wikipedia.org/wiki/Mahindra_%26_Mahindra_Limitedhttp://en.wikipedia.org/wiki/REVAhttp://en.wikipedia.org/wiki/Tata_Motorshttp://en.wikipedia.org/wiki/Bloomberg_L.P.http://en.wikipedia.org/wiki/Ashok_Leylandhttp://en.wikipedia.org/wiki/Chinkara_Motorshttp://en.wikipedia.org/wiki/Chinkara_Motors#Roadster_1.8Shttp://en.wikipedia.org/wiki/Chinkara_Motors#Jeepsterhttp://en.wikipedia.org/wiki/Force_Motorshttp://en.wikipedia.org/wiki/Hindustan_Motorshttp://en.wikipedia.org/wiki/Hindustan_Ambassadorhttp://en.wikipedia.org/wiki/Mahindra_%26_Mahindra_Limitedhttp://en.wikipedia.org/wiki/Mahindra_Majorhttp://en.wikipedia.org/wiki/Mahindra_Xylohttp://en.wikipedia.org/wiki/Mahindra_Scorpiohttp://en.wikipedia.org/wiki/Maruti_Suzukihttp://en.wikipedia.org/wiki/Maruti_800http://en.wikipedia.org/wiki/Maruti_Altohttp://en.wikipedia.org/wiki/Maruti_WagonRhttp://en.wikipedia.org/wiki/Suzuki_MR_Wagonhttp://en.wikipedia.org/wiki/Suzuki_Altohttp://en.wikipedia.org/wiki/Maruti_Ritzhttp://en.wikipedia.org/wiki/Suzuki_Swifthttp://en.wikipedia.org/wiki/Maruti_Swift_Dzirehttp://en.wikipedia.org/wiki/Suzuki_SX4http://en.wikipedia.org/wiki/Maruti_Omnihttp://en.wikipedia.org/wiki/Maruti_Versahttp://en.wikipedia.org/wiki/Maruti_Gypsyhttp://en.wikipedia.org/wiki/Premier_Automobiles_Limitedhttp://en.wikipedia.org/wiki/Premier_Automobiles_Limitedhttp://en.wikipedia.org/wiki/Premier_Automobiles_Limitedhttp://en.wikipedia.org/wiki/Premier_Automobiles_Limitedhttp://en.wikipedia.org/wiki/San_Stormhttp://en.wikipedia.org/wiki/San_Stormhttp://en.wikipedia.org/wiki/Tata_Motorshttp://en.wikipedia.org/wiki/Tata_Nanohttp://en.wikipedia.org/wiki/Tata_Indicahttp://en.wikipedia.org/w/index.php?title=Tata_Io&action=edit&redlink=1http://en.wikipedia.org/wiki/Tata_Sumohttp://en.wikipedia.org/wiki/Tata_Safarihttp://en.wikipedia.org/wiki/Tata_TLhttp://en.wikipedia.org/wiki/Mahindra_%26_Mahindra_Limitedhttp://en.wikipedia.org/wiki/REVAhttp://en.wikipedia.org/wiki/Tata_Motors


20/50

4oca/ manufacture! Automobies of Muti8nationa Com-anies

Au!i !5,!7.

%MW 3 -eries, 6 -eries.

C,e9roet -park, Beat, !veo *+A!,!veo,ptra, Cruze,%avera.

Fiat "alio, >rande "unto, ?inea.

For! $kon, Fiesta,Fusion, )ndeavour, Figo

Hon!a Jazz, City,Civic,!ccord.

H/un!ai -antro,i0, >etz,i20, !ccent, Aerna, yundai, -onata.

Merce!es8%en7 C+Class, )+Class

Mitsubis,i ?ancer,?ancer Cedia.

Nissan :icra Renaut ?ogan

:#o!aFabia, ctavia,?aura.

To/ota Corolla,$nnova,Fortuner

1o#s2a)en Jetta,"assat,"olo.

Cars so! in In!ia as C%U ;Com-ete/ %uit Unitshost,"hantom, "hantom CoupS, "hantom 4rophead CoupS.

:#o!a-uperb.

Su7u#i >rand Aitara.

To/ota Camry, ?and Cruiser, ?and Cruiser "rado, "rius.

1o#s2a)en Beetle, %ouareg.

1o9o -


22/50


23/50

threads which blend in effectively to give birth to the fabric called ?!=-:$

K*@4!$ ?!=-:$ K*@4!$'s success is 1ust beginning and more to e#pect

spectacular chapters in the preamble /(inning )dgesD.

4A.SHMI HYUNDAI MAN &OWER"

4epartment wn Contract %otal

-ales 6E 0 6E

-ervice 27 5; E6

-paces 6 0 6

Finance

8!dministration

;< 0 ;4:- *p gradation 00

!ccessories -elling -kills 26

Finance 4ealing -kills 60

-ales "ersonality "resentation -kills 60

300

Confidence ?evel 60

Aoice Body Culture 00!ppearance 60

-elling -kills 60

Code f Conduct %ime :anagement 60

beying rders 00

!lertness E6

Company 4ress 60

26


26/50

360!ttendance ecord E6

yundai :otor $ndia ?imited :$?G is a wholly owned subsidiary of yundai :otor

Company :CG, -outh =orea and is the largest passenger car e#porter and the second

largest car manufacturer in $ndia. :$? presently markets 7 models of passenger cars

across segments. %he !2 segment includes the -antro, i0 and the i20, the !3 segment

includes the !ccent and the Aerna, the !6 segment includes the -onata %ransform and the

-*A segment includes the -anta Fe.

:$?'s fully integrated state+of+the+art manufacturing plant near Chennai boasts of the

most advanced production, uality and testing capabilities in the country. %o cater to

rising demand, :$? commissioned its second plant in February 200


27/50

network and 750 strong service points across $ndia, which will see further e#pansion in

200.

:r. an (oo "ark 1oined yundai :otor Company in -eoul, -outh =orea, in ;


28/50

manufacturing and engineering of small cars. %he new 4 Centre in yderabad will

support all back+end operations like computer aided engineering C!)G, computer aided

design C!4G and help the 4 work taking place across yundai's car line+up. %he

4 Centre will help in developing vehicles which includes their styling, design

engineering and vehicle test evaluation. %he 4 Centre will play a pivotal role for

cars manufactured in $ndia inorder to satisfy the specific needs of the $ndian customers.

yundai :otor Company's other overseas 4 centres are located in the *nited -tates,

>ermany, Japan =orea.

Mana)ement &,ioso-,/ (ith 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.

%he spirit of creative challenge has been a driving force in leading :C to where it is

today.

$t is the permanent key factor for :C to actively respond to change in the management

system and seek creative and selfLinnovative system. (ith the spirit of creative

challenge, we create profits, the primary ob1ective 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, e#ecutives, employees, suppliers, and

communities. 1ision (e announced T$nnovation for CustomersT as our midLto longL

term vision with five core strategies global orientation, respect for human values,

customer satisfaction, technology innovation, and cultural creation. (e desire to create an

automobile culture of putting customer first via developing humanLcentered and

2


29/50

environmentLfriendly technological innovation.

Mana)ement &oic/ Based on a respect for human dignity, we make efforts to meet thee#pectations of all stakeholders including customers and business partners by building a

constructive relationship amongst management, labor, e#ecutives and employees. !lso,

we focus on communicating our corporate values both internally and e#ternally, and

2;


30/50

gaining confidence from all stakeholders.

:id+and ?ong+term -trategies (e developed five midLand longLterm strategies global

management, higher brand values, business innovation, environmental management, and

30


31/50

strengthening product competitiveness. )specially, we yundaied environmental

management as one of our strategies to meet the needs of our stakeholders and the society

we belong to. (e also intend to promote sustainability development and preservation of

the environment.

:-% ?$=)4 -:!?? C! $- -!@%Q$@>

3


32/50

32


33/50

33


34/50

EARNIN5 OF %UYER WHO &REFER HYUNDAI &RODUCT > SER1ICES

Tabe No 8 ?*@

S*NO MONTH4Y INCOME

;In Rs*) OG

.

2.3.

5.

"rice

Brand image

!fter sales service

!vailability of easy

finance

6

2

0

3

30

25

20

27

%%!? 60 00-ource Compiled from uestionnaire data

5ra-, No* ?*@@?

5ra-,ica Re-resentation

Inter-retation

From the above, it can be understood that 30 percentage of the consumer

are influenced by the price, 25 percentage of the consumer are influenced by the Brand

image, and 20 percentage of the consumer are influenced by the availability of easy

finance.!n attempt is made to ascertain the kind of media through which the

respondent came to know about the company . %he respondent started the

following information about the kind of media through which they knew about the

company. 4etails are presented below.

THE .INDS OF MEDIA

37


37/50

Tabe No 8 ?*@

-.@ =$@4- F :)4$!@ .F)-"@4)@%-

")C)@%!>) OG

.

2.

3.

5.

"rint media

)lectronic media

oardings

(ord of month

)OG

.2.3.5.

)#cellent >ood Fair "oor

26 6 0< 02

60 30 7 05

%%!? 60 00

-ource Compiled from uestionnaire data

5ra-, No* ?*@@G


Inter-retation

$t can be stated that , 60 percentage of the customer are satisfied by

the promptness regarding the service rendered to them and, 30 percentage of the

customer rate the services as good , 7 percentage of the customer say that it is fair and

only 5 percentage of them are dissatisfied regarding the promptness in service

rendered and they stated it as poor .

CUSTOMER SATISFACTION

3;


40/50

Tabe No 8 ?*@6

-.@()%) -!%$-F$)4

@%

@ .F)-"@4)@%-

")C)@%!>)OG

.2. K)- @ 50 0


41/50

Tabe No 8 ?*@

-.@ ")C)"%$@ @ .F)-"@4)@%-

")C)@%!>) OG

.2.3.5.6.

easonable Aery igh igh ?ow CanUt say

36 03 02 06 06

E0 07 05 0 20

%%!? 60 00


5ra-, No* ?*@@5ra-,ica Re-resentation

Inter-retation

from the above data , it can be concluded that E0 percentage of the consumer feel

the service charges are reasonable,5 percentage of them the service charges are high ,

06 of them feel that they are lower than the reasonable charges and 0 percentage of

them could not say anything were unable to make comparisons due to lack of

knowledge about the service charged by other service center . nly 5 percentage of them

feel that they are very high .

A1AI4A%I4ITY OF S&ARE &ARTS

5


42/50

Tabe No 8 ?*@

-.@ C$C) @ .F)-"@4)@%-

")C)@%!>)OG

.2.

K)- @

56 06

;0 0

%%!? 60 00


5ra-, No* ?*@@5ra-,ica Re-resentation

Inter-retation

From the above study it can be understood that ;0 percentage of consumers are

satisfied regarding the availability of the spare parts , but 0 percentage of them are

dissatisfied with the inconvenience caused by the unavailability

CUSTOMER SATISFACTION RE5ARDIN5 AFTER8SA4E8SER1ICE

52


43/50

Tabe No 8 ?*@

-.@ ")C)"%$@ @ .F)-"@4)@%-

")C)@%!>) OG

.2.

-!%-$F$)4 @% -!%$-$F$)4

5 0;


44/50

Tabe No 8 ?*

-.@ ")C)"%$@ @ .F)-"@4)@%-

")C)@%!>)OG

.2.

K)- @

56 06

;0 0

%%!? 60 00


5ra-, No* ?*@


Inter-retation

$t can be started that ;0 percentage of the consumers are satisfied about the delivery of

the vehicle and 0 percentage of them dissatisfied regarding the time taken for delivery of

the vehicle

CUSTOMER SATISFACTION RE5ARDIN5 THE CONDITION OF 1EHIC4EAFTER SER1ICE

55


45/50

Tabe No 8 ?*

-.@ C$C) @ .F)-"@4)@%-

")C)@%!>)OG

.2.3.5.

)#cellent

>ood Fair "oor

26 3 0 02

60 27 20 05

%%!? 60 00


5ra-, No* ?*@


Inter-retation

$t is revealed that , 60 percentageof the respondents feel it is e#cellent,27 percentage of

the customers feel it as good, 20 percentage of them feel it as fair and only 5 percentage

of them feel it as poor and hence are unsatisfied.

CONC4USIONS

56


46/50

ere , the conclusions emerged from the study on / Consumer "erception towards

K*@4!$ :otors is presented and suitable suggestion are offered to improve the

performance of the K*@4!$ cars .

:a1ority of the customers e#pressed that the dealer was much helpful in their

purchase decision and was offering good suggestion for proper

maintenance of the car .

:a1ority of the customers are feeling that the service charges are reasonable

:a#imum no of customer have e#pressed that there are attracted by the

advertisement given about the K*@4!$ :otorUs.

:ost of the respondents want more information about the fuel

consumption .

:a1ority of the customer that the service of the yundai is good when compared

to other vehicles .

:any customers e#pressed more free services.

:ost of the respondent who own K*@4!$ motors have stated then it is

economical to get the car repaired.

SU55ESTIONS

57


47/50

%he following suggestions are offered for improvement of performance of yundai

%he company must take every to reduce the service charges.

Free service are to be increased when compared to the present no.of services

%he company should make efforts regarding spare parts in making them available

as per the consumer convenience .

Free checkup camps to be introduced for all yundai.

%he company should see that the mileage is increased to some e#tent.

%he dealer should initiate the customers, through proper media when ever free

service , are offered and when there is a reduction in service charges and cost ofspare parts.

%he dealer should provide necessary information in service station

regarding fuel consumption and maintenance tips for the vehicles.

!ll work shop should be provide with complaints and suggestions bo# and there

should be stringent follow up action .

$t is not advisable to run the K*@4!$ cars by filling the ?"> gas , on safety

point of view . -o dealer should guide the customers to run their vehicles by

fuel so as to ensure the goods condition for a long period of time .

4ealer should minimize the time of consumer while documentation other

necessary processes .

5E


48/50

JUESTIONNAIRE

@ame VVVVV!ge.>enderVVVV.!ddressVVVVV.. VVVVVVVVVV..ccupation

G -tudent2G Business3G >ovt 8 private employee

G )arning of buyer who prefer yundai product services.

aG Below 0,000 bG0,000+20,000bG 20,000+30,000 dG!bove 30,000

2G ccupation of the customer of yundai productM

aG 4octor bG ?awyer cG Business man

dG >ovt. )mployees eG thers

3G Factors that influence the customersM

aG "rice bGBrand image cG!fter sales service

4G !vailability of easy

5G =inds of mediaM

aG "rint media bG )lectronic media

cG oardings dG(ord of mouth

6G Customer preference regarding free serviceM

aG +2 bG 3+5 cG 6+7 dG more than 7

5


49/50

7G ?evels of customer satisfactionM

aG )#cellent bG >ood cG Fair dG "oor

EG Customer satisfactionM

aG Kes bG @o


50/50

%I%4IO5RA&HY

REFERENCE %OO.S"

:arketing :anagement+ =otler "hilip, =oshy and Jha,

:arketing decisions+ "$,>reen )."aul, %ull -.4onald.

2 Customer elationship+ =en Bernett,

5 Consumer Behavior, )dition, :arketing.+ 4el $. awkins and oger J Bush,

6 esearch :ethodology

+ C. =othari

7 "rinciples of :arketing+ "hilip =otlar !rmstrong

!nnual eport of yundai

:agazines %usiness To!a/0 @*

" In!ia To!a/0 @*

Web sites "

www.yundaimotors.comwww.yundaiautomobiles.comwww.yundai.com

www.cars.yundaimotors.comwww.yundaivistaev.comwww.en.wikipedia.org8wiki.com
http://www.tatamotors.com/http://www.tataautomobiles.com/http://www.tata.com/http://www.cars.tatamotors.com/http://www.tatavistaev.com/http://www.en.wikipedia.org/wiki.comhttp://www.tatamotors.com/http://www.tataautomobiles.com/http://www.tata.com/http://www.cars.tatamotors.com/http://www.tatavistaev.com/http://www.en.wikipedia.org/wiki.com

customer satisfaction-hyundai motars

Documents