EXECUTIVE SUMMARY

The

Project

entitled

CUSTOMER

SATISFACTION

REGARDING HYUNDAI BIKES. It was a very nice and challenging experience

for me in doing the project in a Company like: DIGVIJAY HYUNDAI VIMAL
CHAMBERS, PUNE. Within these two months of my project period, I went to many
places in PUNE to gather information about consumers. I have surveyed in whole
city.
This Project was done in DIGVIJAY HYUNDAI VIMAL CHAMBERS which
was done with broad objective like understanding the real market situation, analyzing
the difficulties faced by the customer regarding schemes, competition by its
competitor etc. The various means and methods have been deployed for effective
collection of the desired data that has been elucidating in this section. The marketing
search tools which were used in the survey are depth interview direct unstructured
method and Questionnaire direct structured method.
Both primary and secondary data were used to collect information regarding the
project. These data were collected through direct dealers and retailers interactions as
well as through secondary research work involving internet search. The survey
conducted was among 100 costumers. The work was hectic and time consuming.
Every area was far away, so the work conducted and the data collected was the result
of the inspiration and labor.
During the project, only few areas of pune was surveyed, which is giving a partial
study of market coverage of True Hyundai brand. Sales force need motivation to work
in the market. Schemes need to be given in all routes from time to time.
Scope of the study: - This study has been made to find the level of satisfaction the
customer has regarding the service provider by bike place.
Objectives of the study:Primary objectives:To measure the brand awareness among society
Secondary objectives:1

To know consumer opinion about the product.

Research methodology:Primary data:The primary data are those which are collected afresh and for the first
time, and thus happens to be original in character.
Secondary data:Secondary data means data that are already available i.e. they refer to
the data which have been already been collected and analyzed by someone else.
Data collections & Analysis:Taking qutionniares method from costumers to making data collection
and analysis
Findings:The study was undertaken to know the customer satisfaction of
Hyundai bike among customers in Pune.
Limitation:The survey was carried only in True Hyundai. Hence minimum
number of people met.
Suggestions: - Hero co. is suggested to make improvement in their vehicle
considering the C.C. and Maintenance cost occur after sales.

INTRODUCTION

The study investigates the management of Hyundai brand in Pune in current

scenario and consumer satisfaction followed by the company.
A Hyundai motor is a major player in two wheeler and four wheeler sector.
The prime focus of the project is on getting effective feedback from the customers
about the Hyundai Brand.
Survey was conducted using questionnaire. The information about various
attributes & factors was collected. All the data collected, primary data was filtered &
analyzed, represented in the form of pie charts. Secondary data was also used in report
such as company profile, product profile etc.
The survey gave knowledge about customer's satisfaction, loyalty & their feel
about the brand. The survey gave an insight into organized market of two wheelers
and four wheelers & competitors of Hyundai motors. On the basis of findings &
conclusions, suggestions were given.
There are many limitations of this project like, biased reply, customers busy,
time constraint as the project has time and area limitation etc.
Research methodology adopted for the collection of primary data was
interpersonal interview and questionnaire. The secondary data were collected from
Magazines, News Papers, and Websites. The facts and figures itself talk about the
competitors performance, market structure and potential market for the company.

OBJECTIVES OF THE STUDY

Primary objective :1.

2.
3.
4.

To know consumer satisfaction level about the Hyundai product in pune.

To study the factors affecting purchase of four wheeler.
To measure the brand awareness among society
To study the loyalty exhibited by the consumer towards the Hyundai
brand

Secondary objective:-

1. To find out the problems by showroom owner regarding sales of product and
suggestion to overcome it.
2. To analyze competitors product characteristics.

SCOPE OF STUDY

1. It also analysis the benefits accruing to the company as a result of those

service.

2. The main scope of the study is limited to pune city.

3. This study has been made to find the level of satisfaction the customer has
regarding the service provider by cars place.
4. Analyzing the customers preference

5. Identifying the customers awareness and wants

6. If advertisement of Hyundai cars is made at local newspaper and local T.V

Channel then customer will increase

7. Increase demand of carswith good mileage in middle level family

COMPANY PROFILE

Hyundai has been the world's largest four wheeler manufacturer since 1959 as
well as the world's largest manufacturer of internal combustion engines measured by
volume, producing more than 14 million internal combustion engines each year.
Hyundai is headquartered in Minato, Tokyo, Japan. Hyundai Motor Company,
Ltd is a Japanese multinational corporation primarily known as a manufacturer of
automobile and four wheelers. Hyundai is world largest manufacturer of four
wheelers and as well as the world largest manufacturer of internal combustion engines
measured by volume. Hyundai surpassed Nissan in 2001 to become the second largest
Japanese automobile manufacturer.
Hyundai was the first Japanese automobile manufacturer to release a dedicated
luxury brand in North America with the debut of Acura in 1986. Aside from their core
automobile and four wheeler businesses, Hyundai also manufactures garden
equipment, marine engines and personal watercraft and power generators, amongst
other. Since 1986, Hyundai has been involved with artificial intelligence/robotics
research and released their ASIMO robot in 2000. They have also ventured into
aerospace with the establishment of GE Hyundai Aero Engines in 2004 and the
Hyundai HA-420 Hyundai Jet, scheduled to be released in 2012.

History
From a young age, Hyundai's founder, Soichiro Hyundai (17 November 1906 5
August 1991) had an interest in automobiles. He worked as a mechanic at the Art
Shokai garage, where he tuned cars and entered them in races. In 1937, with financing
from an acquaintance, Kato Shichir, Hyundai founded Tkai Seiki (Eastern Sea
Precision Machine Company) to make piston rings working out of the Art Shokai
garage. After initial failures, Tkai Seiki won a contract to supply piston rings to
Toyota, but lost the contract due to the poor quality of their products. After attending
engineering school, without graduating, and visiting factories around Japan to better
understand Toyota's quality control processes, Hyundai was able, by 1941, to mass

produce piston rings acceptable to Toyota, using an automated process that could
employ even unskilled wartime laborers.
Tkai Seiki was placed under control of the Ministry of Commerce and Industry
(called the Ministry of Munitions after 1943) at the start of World War II, and
Soichiro Hyundai was demoted from president to senior managing director after
Toyota took a 40% stake in the company. Hyundai also aided the war effort by
assisting other companies in automating the production of military aircraft propellers.
The relationships Hyundai cultivated with personnel at Toyota, Nakajima Aircraft
Company and the Imperial Japanese Navy would be instrumental in the postwar
period. A US B-29 bomber attack destroyed Tkai Seiki's Yamashita plant in 1944,
and the Itawa plant collapsed in the 1945 Mikawa earthquake, and Soichiro Hyundai
sold the salvageable remains of the company to Toyota after the war for 450,000,
and used the proceeds to found the Hyundai Technical Research Institute in October
1946. With a staff of 12 men working in a 172-square-foot (16.0 m2) shack, they built
and sold improvised motorized bicycles, using a supply of 500 two-stroke 50 cc
Tohatsu war surplus radio generator engines. When the engines ran out, Hyundai
began building their own copy of the Tohatsu engine, and supplying these to
customers to attach their bicycles. This was the Hyundai Model A, nicknamed the
Bata Bata for the sound the engine made. The first complete four wheeler, both frame
and engine, and made by Hyundai was the 1949 Model D, the first Hyundai to go by
the name Dream. Hyundai Motor Company grew in a short time to become the
world's largest manufacturer of four wheelers by 1964.
The first production automobile from Hyundai was the T360 mini pick-up truck,
which went on sale in August 1963. Powered by a small 356 cc straight-4 gasoline
engine, it was classified under the cheaper Kei car tax bracket. The first production
car from Hyundai was the S500 sports car, which followed the T360 into production
in October 1963. Its chain driven rear wheels points to Hyundai's four wheeler
origins.
Over the next few decades, Hyundai worked to expand its product line and expanded
operations and exports to numerous countries around the world. In 1986, Hyundai
introduced the successful Acura brand to the American market in an attempt to gain
ground in the luxury vehicle market. Hyundai in 1991 introduced the Hyundai NSX
7

supercar, the first all-aluminum monocoque vehicle that incorporated a mid-engine

V6 with variable-valve timing. Later, 1995 gave rise to the Hyundai Aircraft
Company with the goal of producing jet aircraft under Hyundai's name.
Hyundai has expanded in main markets following:
1959: American Hyundai Motor Co., Inc. established (Hyundai's first overseas
subsidiary).
1964: Asian Hyundai Motor Co., Ltd. (Thailand) established
1965: Hyundai (U.K.) Limited established in London (the first market of Hyundai in
Europe)
1971: Hyundai Motor does Brazil Ltda. established in Sao Paulo (presently Hyundai
South America Ltda.)
The key point lead to Hyundai's success is the continuous innovation that was found
by Mr. Hyundai as a basis. Today Hyundai stands as the largest four wheeler
manufacturer and the 9th largest automobile manufacturer in the world. The market
share of Hyundai until now is 10.2 percent. Hyundai Company also becomes a
technological force in the four wheeler and automobile industries in Asia, Europe, and
North America.

Hyundai's Global Vision

Soichiro's vision was international in character. His desire was to lead the
world in technology, and make a significant contribution to the creation of a better
society. As a result, most of the products that Hyundai developed started out by
making a difference. Whether it was the CVCC engine in the sixties or the solar
powered car of the nineties, they all sought to challenge and overcome conventional
wisdom.
Fulfilling the global needs of personal mobility in the new automotive society
- go hand in hand with the corporate philosophy: maintaining a global viewpoint, they
are dedicated to supplying products of the highest efficiency and quality at a
reasonable price for worldwide customer satisfaction. In India, it is through HSCI that
customers can enjoy the benefits of Hyundai's expertise.
Soichiro's vision was international in character .His desire was to lead the
world in technology, and make a significant contribution to the creation of a better
society. As a result, most of the products that Hyundai developed started out by
making a difference.
Hyundai is a global company with a global viewpoint and a four-region global
strategy that is reflected in a solid commitment to local markets and
economies.However, the most enduring challenge has been to satisfy the everchanging needs of their customers. This is the essential spirit of Hyundai

PRODUCT PROFILE
Hyundai Shine

Shine (Spoke Wheel) (125 cc)

An inspiring piece in the 125 cc four wheeler segment, the Hyundai Shine delivers
excellent power, superior technology, and awesome looks. New carshave showroom
prices of around Rs. 40,400 and on-road prices of around Rs. 45,600 at Ahmedabad.
Currently, Delhi has the lowest, and Mumbai the highest on-road price for Hyundai
Shine (Spoke Wheel). Hyundai Shine (Spoke Wheel) bike prices vary upon the twowheeler dealer's location.

Hyundai Unicorn

Unicorn (Spoke Wheel) (150 cc)

Hyundai Unicorn (Spoke Wheel) is the first four wheeler developed by Hyundai Four
wheeler and Scooters India Pvt. Ltd. At the showroom, this bike costs around Rs.
55,000 with an on-road price of around Rs. 61,500. This includes standard ancillary
charges also. Currently, Delhi has the lowest, and Bangalore the highest on-road price

10

for Hyundai Unicorn (Spoke Wheel). Hyundai Unicorn (Spoke Wheel) bike
prices vary upon the two-wheeler dealer's location.

Hyundai Eterno

Eterno (150 cc)

India's first 150cc scooter, Hyundai Eterno has revolutionized the concept of scooters
in its segment. New scooter have showroom prices of around Rs. 35,800 and on-road
prices of around Rs. 40,500 at Ahmedabad. Currently, Delhi has the lowest, and
Bangalore the highest on-road price for Hyundai Eterno. Hyundai Eterno scooter
prices vary upon the two-wheeler dealer's location.

Hyundai Activa

Activa (100 cc)

Hyundai Activa is a family two-wheeler and features a higher load carrying capacity
than similar scooters. At the showroom, this scooter costs around Rs. 38,000 with an
on-road price of around Rs. 43,000. Currently, Delhi has the lowest, and Mumbai the
highest on-road price for Hyundai Activa. Hyundai Activa scooter prices vary upon
the two-wheeler dealer's location.

11

Hyundai two wheelers, in order to differentiate themselves from Hero Hyundai

products are going high on innovative technology. Hyundai motorcarsand Hyundai
scooters today are sure to provide you with something different from the average twowheeler on the road. Hyundai needs to do that to compete against its own
collaboration, Hero Hyundai, and build its separate market share. So right now,
Hyundai consumers have everything going for them.

Hyundai Dio

Dio (100 cc)

The Hyundai Dio is named after Dyonisiac' or Cupid, the Greek god of love and son
of Venus. New carsin this series have a showroom price ranging from around Rs.
37,000 to around Rs. 42,000 inclusive of all charges like insurance, octroi, RTO, etc.
Currently, Delhi has the lowest, and Mumbai the highest on-road price for Hyundai
Dio. Hyundai Dio scooter prices vary upon the two-wheeler dealer's location.

12

Its no secret that the CBR250R is an exceptional value for money bike. Whats also
no secret is that unlike most other Hyundai products, it doesnt feel like a quality
product when you have a look at its plastics, and exposed steel parts.

THEROTICAL BACKGROUND

a) Interview schedule & questionnaire was used as tool for primary source of
data collection.
b) Interview schedule consist of number of question typed in a definite order
or form.

Pre-study:
After careful study of literature and expert consultation the researcher still
may have only a rather vague idea about the critical element in his problem. As pilot
study sometimes may be launched as a step preliminary to the form scale before
original study are carried out in order to gain some preliminary information of the
main project for this purpose the researcher meet companys personal manager to get
the pre knowledge of the subject before conduction actual data collection.

Pretesting: -

Pretesting is the process of an advance testing of study design after the interview
schedule has been prepared .The researcher referred books and internet to get
prepared literature for this project & report.

Processing:-

13

Once the collection of data is over the main step top arranged for p[rocessing
and analysis of data. So the interview can be made resulting information theories. The
first step is editing, is a process of examining the data collection in interview schedule
to defect efforts and mission and to see that they are corrected and the schedules
prepared tabulations.
Editing:
The preparation of the data forms for tabulations must include on operational
procedure for accepting, modifying or resection individual questionnaire.

Tabulation:
Tabulation is a process of summarizing raw and display it in compact forms
for further analysis. Analysis of data is made possible through tables. These tables are
made for different variables and to show relationship with each other.

SWOT ANALYSIS
The overall evaluation of a company's strengths, weaknesses, opportunities and
threats is called SWOT analysis.
External Environment Analysis (Opportunities and Threats Analysis)
In general, a business unit has to monitor key macro environment forces
(demographic, economic, technological, political-legal and social-cultural) and
significant micro environment actors (customers, competitors, distributors, suppliers)
that affect its ability to earn profits. The business unit should set up a marketing
intelligence system to track trends and important developments. For each trend or
development, management needs to identify the associated opportunities and threats.
A major purpose of environment scanning is to discern new marketing
opportunities. A marketing opportunity is an area of buyer need or potential interest in
which a company can perform profitably. Opportunities can take many forms and
marketers have to be good at spotting them.

A company may make a buying process more convenient or efficient.

A company can need the need for more information and advice.

A company can customize a product or service that was formerly offered only in
a standard form.

A company can introduce a new capability.

14

A company may be able to deliver a product or a service faster.

A company may be able to offer a product at much lower price.

The company now applies Market Opportunities Analysis (MOA) to determine

the attractiveness and success probability of any opportunity. Five questions are
asked:
1.

Can the benefits involved in the opportunity be articulated to a defined target

market(s)?

2.

Can the target market(s) be located and reached with cost effective media and
trade channels?

3.

Does the company possess or have access to the critical capabilities and
resources needed to deliver the customer benefits?

4.

Can the company deliver the benefits better than any actual or potential
competitors?

5.

Will the financial rate of return meet or exceed the company's required
threshold for investment?

Some developments in the external environment represent threats. An

environmental threat is a challenge posed by an unfavorable trend or development that
would lead, in the absence of defensive marketing action, to deterioration in sales or
profit. Threats should be classified according to seriousness and profitability of
occurrence.
Once the management has identified the major threats an opportunities facing a
specific business unit; it can characterize the business's overall attractiveness. Four
outcomes are possible:

An ideal business is high in major opportunities and low in major threats.

A speculative business is high in both major opportunities and threats.

A mature business is low in major opportunities and low in threats.

A troubled business is low in opportunities and high in threats.

Internal Environment Analysis (Strengths/ Weakness Analysis)

It is one thing to discern attractive opportunities and another to be able to take
advantage of these opportunities. Each business needs to evaluate its internal strengths
and weaknesses.
Sometimes a business does poorly not because its departments lack the required
strengths, but because they do not work together as a team. It is therefore critical to
access interdepartmental working relationships as part of the internal audit.
Every company must manage some basic processes, such as new-productdevelopment, sales generation, and other fulfillment. Each process creates value and
15

requires interdepartmental teamwork. Although each department may possess specific

core competencies, the challenge is to develop superior competitive capability in
managing the company's key processes. Stalk calls this capabilities based
competition.

CHECKLIST FOR PERFORMING STRENGTHS/WEAKNESS

ANALYSIS
Internal environment Analysis of Regency Motors

PERFORMANCE
Features

MAJOR MINOR
MINOR MAJOR
NEUTRA
STRENG STRENG
WEAKNE WEAKN
L
TH
TH
SS
ESS

Companys Reputation

Service Quality

Pricing Effectiveness

Geographical Coverage

Promotional Effectiveness
Sales Force Effectiveness

Financial Stability

Locational Effectiveness

Skilled Workforce

Employee Satisfaction
Modernized Service Station

Range of Accessories

Distribution Effectiveness

On-Time Delivery

Delivery at Doorstep

Customer Care
Customer Feedback

Insurance Facility

16

Centralize Authority
Coordination Of
Workforce
Innovation

17

RESEARCH METHODOLOGY
The methodology that was adopted for the study includes both primary source of data
as well as the secondary source of data. The methodology of the study can be
explained as follows:

1. PRIMARY DATA:
The primary data are those which are collected afresh and for the first
time, and thus happens to be original in character. We can obtain primary data either
through observation or through direct communication with respondents in one form or
another or through personal interview. There are several methods of collecting
primary data, but in this research work primary data collected by using questionnaire.

2. SECONDARY DATA:
Secondary data means data that are already available i.e. they refer to the data which
have been already been collected and analyzed by someone else. When the researcher
utilizes secondary data, then he has to look into various sources from where he can
obtain them. Secondary data may either be published data or unpublished data. In this
research work, secondary data collected through the
1.

Internet

2. Company manual and booklets

3. Books etc.
The source of information is generally classified as primary and secondary.
According to payline V. Young The source of information can be classified into
documentary sources and field sources.

18

a) Primary data:The information given / collection by individuals or group constitute primary

source.

Methods of generating primary data

i) Survey
ii) Personal interview
iii) Group interview
iv) Observation
v) Questionnaire
b) Secondary data:
Books, diary, manscrupt, letter, magazine, internet etc. are the secondary or
documentary source. The researcher for this dissertation has decided to use primary
source as interview schedule and secondary source as books and internet for data
collection.

19

DATA ANALYSIS AND INTERPRETATION

Analysis and interpretation are central step in research process. The goal of analysis is
to summarize o collected data in such a way that they provide answer to the and
triggered the researcher. Interpretation is the research for the broader meaning of
research finding. The questionnaire is precoded a few uncoded response are classified
the code were verified before transferred to the master chart.

20

Q11. Would you like to suggest Hyundai cars to your friends?

A. Yes
B. No

Sr.No
1.
2.

Opinion

No. of Respondent

Yes
No

% of Respondent

87
13

87%
13%

6%

Yes
No
94%

INERPRETATION:1. From the above graph, it is clear that 87% of customer agrees to suggest
Hyundai cars to friends.
2. 13% customer are not agrees to suggest Hyundai cars to friends.

2. For how many years you have been using Hyundai bikes?
A. 0-2 yrs.

B. 3-5 yrs.
21

C.

6-8yrs.

D. 9-11yrs.

Sample size: - 100

Table No. : - 8.2

Sr. No

Opinion

1.
2.
3.
4.

0-2 yrs
3-5 yrs
6-8 yrs
9-12 yrs

No. of Respondent

% of Respondent

22
10
11
7

44
20
22
14

Graph No. : - 8.2

50
45
40
35
30
25
20
15
10
5
0
0-2 yrs

3-5 yrs

6-8 yrs

9-11 yrs

INTERPRETATION:1. Bar chart shows that 44% people are using Hyundai carsfrom last 2 years.
2. 20% of people using Hyundai carsfrom 3-5 years.
3. 22% of customers agree to state that they are using Hyundai carsfrom last 6-8
years.
4. 14% of the customer having Hyundai carsfrom last 9 years.
3. Are you satisfy with Hyundai carsperformance?
A. Fully satisfied

B. Not satisfied

22

C. Not sure

Sample size: - 100

Table No. : - 8.3

Sr. No
1.
2.
3.

Opinion
Fully Satisfied
Not Satisfied
Not Sure

No. of Respondent
36
8
6

% of Respondent
72
16
12

Graph No. : - 8.3

Satisfaction level in persentage

12%

16%

Fully Satisfied
Not Satisfied
Not Sure
72%

INTERPRETATION:1. Above pie chart that 72% are found fully satisfied 16% are found not satisfied
and 12% are found not sure. Pie chart shows that most of the customers are
satisfied with the performance of Hyundai bikes.

4. According to you, presence of which facility would have made your bike more
satisfactory?

23

A. Better Mileage

B. More Power

D. More safety

C. More Comfort

E. Better customer satisfaction

Sample Size: - 100

Table No. : - 8.4
Sr.

Opinion

No. of Respondent

Better Mileage
More Power
More Comfort
More Safety
Better customer satisfaction

18
6
7
9
10

% of Respondent

No
1.
2.
3.
4.
5.

36
12
14
18
20

Graph No. : - 8.4

40
35
30
25
20
15
10
5
0
Better Mileage

More Power

More Comfort

More Safety

Better customer
satisfaction

INTERTRETATION:2.
3.
4.
5.

36% of customer buy Hyundai brand for better mileage.

12%, 14% of customer buy Hyundai brand for more power and comfort
18% of customer buy Hyundai brand for more safety
20% of customer buy Hyundai brand for better customer satisfaction

9. How often have you undertaken service for your car?

A. Once a month

B. Once in three month

24

C. Not very often

Sr. No

Opinion

1.
2.
3.

No. of Respondent

Once a month
Once in three month
Not very often

% of Respondent

50
35
15

50
35
15

50

35

15

Once a month

Once in three month

Not very often

INTERPRETATION:1. From the above Bar graph it is clear that 50% of customer goes for the
maintenance once in the month.
2. 34% of customer goes for the maintenance once in three month.
3. Whereas 16% of customer agrees that there is no any fix time for servicing.

6. Could you please tell me how you know about Hyundai bikes?
A. Friends

B. Internet

C. Newspaper

D. Television
25

Sample Size = 100

Table No. : - 8.6
Sr. No
1.
2.
3.
4.

Opinion
Friends
Internet
Newspaper
Television

No. of Respondent
20
8
13
9

% of Respondent
40
16
26
18

Graph No. : - 8.6

45
40
35
30
25
20
15
10
5
0
Friends

Internet

Newspaper

Television

INTERPRETATION:1. Above Bar chart shows that 40% people aware by friends, 16% aware by
internet, 26% aware by newspaper and 18% people aware by television

7. On what parameter you would select the bike?

A. Mileage

B. Power

C. Look

D. Price
26

Sample Size: - 100

Table no: - 8.7
Sr.No
1.
2.
3.
4.

Opinion
Mileage
Power
Look
Price

No. of Respondent
27
8
10
5

% of Respondent
54
16
20
10

Graph No. : - 8.7

60

50

40

30

20

10

0
Mileage

Power

Look

Price

INTERPRETATION:1. Above Bar chart shows that 54% people are selected the car mileage base.
2. 16% are selected the car on the power base, 20% selected on the base of look.
3. 10% are selected on the base of price.

8. Dose the dealer support financially (loan process) for the vehicle purchase?
A. Yes
B. No

27

Sample Size: - 100

Table No. : - 8.8
Sr.No
1.
2.

Opinion
Yes
No

No. of Respondent
48
2

% of Respondent
96
4

Graph No. : - 8.8

4%

Yes
No

96%

INTERPRETATION:1. From the above chart we can come to know that dealer support the consumer
for loan process

9. Dose cost affects the choice to select brand?

A. Yes
B. No

28

Sample Size: - 100

Table No. : - 8.9

Sr.No
1.
2.

Opinion
Yes
No

No. of Respondent
43
7

% of Respondent
86
14

Graph No. : - 8.9

14%

Yes
No

86%

INTERPRETATION:From the above chart we can come to know that consumer is more conscience
in choosing brand as considering cost of product

10. Did advertisement influence your buying decision?

A. Strongly agree

B. Agree

C. Neutral

D. Disagree

29

Sample Size: - 100

Table No: - 8.10
Sr. No

Opinion
Strongly Agree
Agree
Neutral
Disagree

1.
2.
3.
4.

No. of Respondent
32
12
4
2

% of Respondent
64
24
8
4

Graph No. : - 8.10

70
60
50
40
30
20
10
0
Strongly Agree

Agree

Neutral

Disagree

INTERPRETATION:1.

Above chart describe the 94% customers are strongly agree on Hyundai
advertisement influence.
2. 24% customers are agree with Hyundai advertisement and
3. 8% customers are neutral.
4. Other 4% customers disagree with Hyundai advertisement.

11. Why did you purchase a Hyundai bike?

A. Brand Design

B. Design

D. Scheme

E. Gift

C. Publicity

30

Sample No. : - 100

Table No. : - 8.11
Sr. No
1.
2.
3.
4.
5.

Opinion
Brand Design
Design
Publicity
Scheme
Gift

No. of Respondent
23
8
6
10
3

% of Respondent
46
16
12
20
6

Graph No. :50

45
40
35
30
25
20
15
10
5
0
Brand Design

Design

Publicity

Scheme

Gift

INTERPRETATION:1. According to this chart 46% customers looking brand design for purchasing
Hyundai bikes.
2. 16% customers are looking Hyundai carsdesign.
3. Publicity, scheme, Gift is 12%, 206%, respectively purchasing Hyundai
bikes.

FINDING

31

The study was undertaken to know the customer satisfaction of Hyundai bike among
customers in Pune. For this purpose, Questionnaire was used as instrument for
collecting the data from the respondents. The data collected was analyzed. The
following are the findings of the study.
1. Most of Respondents Purchase a Four wheeler on bike required and festival and
students preferred it to buy when they start Job.
2. The majority of the respondents are satisfied with Hyundai bikes.
3. It was clear in the study that those respondents who are dissatisfied serviced their
Hyundai carsirregularly and in private centers.
4. The ultimate aim of the study was to ascertain the satisfaction of consumers of
Hyundai bikes. Among 30 respondents, 16.67% of the respondents rated Hyundai
Activa as excellent, 46.67% respondents rated it good, 33.33% rated it as
satisfactory and 3.33% rated it as not-satisfactory.
5. 65% people surveys were aware about the Hyundai bikes.
6. Out of 100% the 72% respondent satisfied about the Hyundai product, 16%
respondent dissatisfied and 12% respondent are not sure

SUGGESTIONS

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1. Hero co. is suggested to make improvement in their vehicle considering

the C.C. and Maintenance cost occur after sales.
2. Company and dealer are suggested to concentrate on advertising print
Media like Hoarding, Magazines, and adverting Banner. So it can help
both them to increases their sales.
3. No. of Competitors entered in the market so Consumers are shifting
towards others. So, company is suggested to more concentrate on
consumer by creating more dealers in city. Dealers are advice to provide
better quality after sales service to retain consumer and for mouth
publicity.
4. The company should come out with its own financial company and
provide attractive finance like Low down payment, low rate of interest to
attract customers.

LIMITATION
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1. The survey was carried only in DIGVIJAY HYUNDAI VIMAL

CHAMBERS. Hence minimum number of people met.
2. The sample of 100 respondents may constitute a limitation due to its smallest
nature of sample
3. Few customers hesitate to give the real information.
4. The period of survey was restricted to one month hence information collected
were limited.
5. Language was a limiting factor

CONCLUSION
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It is good for Hero Hyundai that majorities of people are aware about its
brand that Hero has earned enough to keep conditions contact with customer market
and to constantly carry out R & D in production of two wheeler and marketing the
same to the different destination. They try to produces such vehicles that attract the
customer.

1. There is a heavy demand for Hyundai four wheelers in the market, so

their supply has to be drastically improved so as to meet the demand of
the customer.

2. A vast majority of the respondents felt the design of Hyundai carsshould be

changed so as to attract the customers.

35

BIBLIOGRAPHY

WEBSITES

www.wikipedia.com

www.researchandmerkets.com

www.hyundai.com

BOOKS

Marketing Management- J.C. Berry

Market Management by "Philip Kotler" and "Kevin Lane Keller"-12th edition,

Pearson Education.
Essentials of Marketing Research by "S.A.Chunawalia", Himalaya Publishing
House.
Marketing Management by "C.N.Sontakki".
Marketing Research an applied orientation fifth addition by Naresh K.Malhotra
page no.38 to 40, chapter no.10 page no 326
Marketing Research by suja r. nair chapter no.9 MIS Page no.178-189

MAGAZINES

Business Today page no.21

QUESTIONNAIRE
Dear sir / Madam,
36

I am conducting this survey as a part of SIP work in MBA program from Pune
University of this survey is TO STUDY ON CUSTOMER SATISFACTION
REGARDING HYUNDAI BIKES. So I will be grateful if you spend of your
precious time in felling up this.
DHANANJAY RANBHARE
Name of customer: - _______________________________________________
Q.11. Would you like to suggest Hyundai cars to your friends?
A. Yes

B. No

2. How many years you have been using Hyundai bikes?

A. 0-2

B. 3-5

C. 6-8

D. 9-11

3. Are you satisfy with Hyundai carsperformance?

A. fully satisfied

B. Not satisfied

C. Not sure
4. According to you, presence of which facility would have made your car more
satisfactory?
A. Better mileage
D. Not safety

B. More Power

C. More comfort

E. Better customer satisfaction

5. How often have you undertaken service for your car?

A. Once a month

B. Once in three month

C. Not very often

6. Could you please tell me how you know about Hyundai bike?
A. Friends

B. Internet

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C. newspaper D. Television
7. On what parameter you would select the bike?
A. Mileage

B. Power

C. Look

D. Price

8. Dose the dealer support financially (loan process) for the vehicle purchase?
A. Yes
B. No
9. Dose cost affects the choice to select brand?
A. Yes
B. No
10. Did advertisement influence your buying decision?
A. Strongly agree

B. Agree

C. Neutral

D. Disagree

11. Why did you purchase a Hyundai bike?

A. Brand Design

B. Design

D. Scheme

E. Gift

C. Publicity

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