EXECUTIVE SUMMARY

Hyundai is market leader in multi utility vehicles in the India from 2003. The total
sales numbers in 2009-10 market a growth of 29 per cent over last financial year. Hyundai's
total sale in 2009-10 was 792,167units.

During March 2010, Hyundai sold total of 95,123 units, growing 11 percent over March
2009 (85,669 units). The March 2010 numbers include domestic sales of 79,530 units and the
highest ever monthly exports of 15,593 units. The previous highest monthly exports were in
August 2009 at 14,847 units.
Hyundai is now expanding its production capacity to reach 12, 50,000 units (1.25 million) by
2012. In March 2010, the company announced an investment of Rs 1,700 Crore for
expansion of the production facilities by 2.5 lakh units at its Manesar plant.

The main objective of the study is to know the “Customer satisfaction toward the
Maruti Hyundai” a heart car launched by Hyundai.

The survey involved gathering wide information about the company, its product, customer
satisfaction toward Hyundai and impact of various competitive firms on the company.

From the information collected, various aspects were identified by the company,
where there is a needs to focus more to improve the efficiency of the marketing team of
Hyundai automotives.

The research was conducted through collection of the primary and secondary data.
Secondary data was collected through visiting various web sites, automobile magazines and
other reliable sources. Primary data was collected through a well framed questionnaire, from
which a detailed analysis was done using various statistical I.T. tools.

On the basis of the secondary data analysis and the extensive analysis of the primary
data, interpretations were drawn for the questions and on the basis of those interpretations
conclusion and suggestions were drawn.

Hyundai Getz is the major competitor of the Maruti Hyundai. Because 22% to 26%
customers have changed their decision from GETZ to SWIF. 22 to 26% customers wanted to
buy Getz but after launching the Hyundai they changed their decision.
Customers are highly satisfied with the Hyundai Diesel model .The customers are ready to
pay their money on the Hyundai for better satisfaction .Now the present time the Hyundai is
going on the advance booking before 5 to 6 months.

Hyundai automotive has to increase its market share in the A2 segment car and in the defense
purpose and also in MPVs.

In the survey we found that customers are not happy with the Hyundai back glass because
they are unable to clear visibility in the back side when they have to need of back gear due to
the very small size of back glass.

Customer is emotionally attachment with the Hyundai due to their safety features of the
Hyundai. And mileage of Hyundai is also major part of customer’s satisfaction. The
customers believe that the Hyundai is not costly according to their features. Customers are in
very enthusiastic mood to see the new change in the Hyundai.
 INTRODUCTION

HISTORY OF AUTOMOBILES

In 1953, the government of India and the Indian private sector initiated manufacturing
processes to help develop the automobile industry, which had emerged by the 1940s in a
nascent form. Between 1970 to the economic liberalization of 1991, the automobile industry
continued to grow at a slow pace due to the many government restrictions.
 A number of Indian manufactures appeared between 1970-1980. Japanese
manufacturers entered the Indian market ultimately leading to the establishment of Maruti
Udyog. A number of foreign firms initiated joint ventures with Indian companies. Timeline
of Indian automobile industry:

· 1897 First Person to own a car in India - Mr. Foster of M/s Crompton Greaves
Company, Mumbai

· 1901 First Indian to own a car in India - Jamshedji Tata

· 1905 First Woman to drive a car in India - Mrs. Suzanne RD Tata
· 1905 Fiat Motors
· 1911 First Taxi in India
· 1924 Formation of traffic police
· 1928 Chevrolet Motors
· 1942 Hindustan Motors
· 1944 Premier Auto Limited
· 1945 Tata Motors
· 1947 Mahindra Motors
· 1948 Ashok Motors
· 1948 Standard Motors
· 1974 Sipani Motors
· 1981 Maruti Udyog
· 1994 Rover Motors
· 1994 Mercedes Benz
· 1994 Opel
· 1995 Ford Motors
· 1995 Honda SIEL
· 1995 Reva Electric Car Company
· 1995 Daewoo Motors
· 1996 Hyundai Motors
· 1997 Toyota Kirloskar Motors
· 1997 Fiat Motors (Re-Entry)
· 1998 San Motors
· 1998 Mitsubishi Motors
· 2001 Skoda Auto
· 2003 Chevrolet Motors (Re-Entry)
Following the economic reforms of 1991, the automobile section underwent deli censing and
opened up for 100 percent Foreign Direct Investment. A surge in economic growth rate and
purchasing power led to growth in the Indian automobile industry, which grew at a rate of
17% on an average since the economic reforms of 1991.

The industry provided employment to a total of 13.1 million people as of 2006- 07, which
includes direct and indirect employment. The export sector grew at a rate of 30% per year
during early 21st century. However, the overall contribution of automobile industry in India
to the world remains low as of 2007.
Increased presence of multiple automobile manufacturers has led to market competitiveness
and availability of options at competitive costs. India was one of the largest manufacturers of
tractors in the world in 2005-06, when it produced 2,93,000/- units. India is also largely self-
sufficient in tyres production, which it also exports to over 60 other countries. India produced
72 million tyres in 2010. Fig. showing the 2010 the market share of automotive company of
India.
 COMPANY PROFILE

Car buying is always everybody's dream and it is very special occasion, we as a premium Hyundai car
dealership always endeavor to achieve highest level of customer satisfaction and improving the
buying experience for our customers. We have best of the sales staff to cater all your car buying
needs and also have the skilled professional to take care for your car services and other
requirements. We not only sells Hyundai car, we also deals in Used Cars, Insurance, Finance,
Accessories. We take care of your every need while buying a car. With state-of-the-art workshops
coupled with the company-trained technicians, we offers you an instant, efficient and personalized
customer service. It is this dedication to service and the maintenance of highest levels of customer
satisfaction that have been the platform of our dealership success. We welcome you all at our
dealership. Please do visit us not only to buy a car but your dream .

Product Reviews

Brochure

EON

i10

Grand i10

Xcent

Elite i20
i20 Active

Verna

Creta

Santa Fe

All New Elantra

Tucson

Hyundai Motor India Limited (HMIL), country's largest passenger car exporter and the
second largest car manufacturer has launched a first of its kind integrated mobile application
for service offering to its customers. ‘Hyundai Care' mobile app ensures to assist its
customers with all forms of service support, service network, car service calculator and
service appointment with just a few clicks. With the click of a single button the enhanced
selection process takes over. This GPS enabled app also facilitate user an effortless dealer
search on a real time basis with correct assistance anywhere and anytime in country. We have
built a product with a mobile-first approach in order to provide features that give ‘real- time'
benefits to the customer. With the Hyundai Care mobile app, the company emphasis on its
core value of connecting closely with its customers and increase the transparency in its
services by providing an opportunity to the users to give feedback regarding the dealer and
the availed services.
You can download the app by clicking on the button given below:

Key Features:

 Access to vehicle service history and Maintenance schedule

 Online Service appointment / booking

 GPS enabled service network locator; now customer can search their preferred dealer and
rate them on their offering also

 Quick Link to call Hyundai Assurance Roadside Assistance

 Service calculators, customer can calculated their service before giving it to the dealership

 Updated labor rates for transparency in its service offering

 GPS enabled trip meter

 Insurance calculator

 Timely service reminders

 Product & service offering notifications

Car buying is always everybody's dream and it is very special occasion, we as a premium Hyundai car
dealership always endeavor to achieve highest level of customer satisfaction and improving the
buying experience for our customers. We have best of the sales staff to cater all your car buying
needs and also have the skilled professional to take care for your car services and other
requirements. We not only sells Hyundai car, we also deals in Used Cars, Insurance, Finance,
Accessories. We take care of your every need while buying a car. With state-of-the-art workshops
coupled with the company-trained technicians, we offers you an instant, efficient and personalized
customer service. It is this dedication to service and the maintenance of highest levels of customer
satisfaction that have been the platform of our dealership success. We welcome you all at our
dealership. Please do visit us not only to buy a car but your dream .

Fantastic February with Hyundai

Hyundai Offers
 ABOUT HYUNDAI

HYUNDAI SALES IN 2009-2010 (MILSTONE)

Hyundai Motor Company recognizes the importance and impact that automobiles have on society
and mankind. It strives to play a role that extends beyond being a simple car manufacturer to
become customers’ lifetime companion. It will build connections with customers by fulfilling its
vision to become a “lifetime partner in automobiles and beyond” and participate in working
“together for a better future” as a constituent of Hyundai Motor Group.

Brand Manifesto
We exist to enhance people’s lives.
Because we believe that life’s most remarkable moments and experiences
Weren’t meant for a select few, but for all.

We think beyond product and technology to create meaningful experiences.

How?
By challenging the standards of design and workmanship,
Leading a new era of customer care,
And rethinking the future of mobility.

Looking forward,
We believe in a world where mobility will enhance life
And will be defined by people, for people.
With our unyielding can-do spirit,
We will be steadfast in pursuit of this vision,
For we do not seek to satisfy the few,
But to be loved by many.

Brand Essence
Simple
Simplifying what's complicated, while focusing on the most important
necessities. Modern Premium is all about realizing the values and experiences
them in a more simplified and convenient way.

Creative
For change and innovation that best provides the most important necessities. The
creative thinking that Modern Premium seeks is about providing actual benefits
to the customer while addressing their needs in the smartest and most efficient
way.

Caring
Cars that care for the driver with heightened reliability, a safer environment and
emotional value. The care that is reflected in Hyundai Motor's Modern Premium
delivers our concern and consideration through emotional values.
 CONCEPTUAL BACKGROUND

Customer satisfaction, a term frequently used in marketing, is a measure of how products

and services supplied by a company meet or surpass customer expectation. Customer
satisfaction is defined as "the number of customers, or percentage of total customers, whose
reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals.

It is seen as a key performance indicator within business and is often part of a

Balanced Scorecard. In 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.[2]

Within organizations, customer satisfaction ratings can have powerful effects. They
focus employees on the importance of fulfilling customers’ expectations. Furthermore, when
these ratings dip, they warn of problems that can affect sales and profitability. These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction.

To be able do this, firms need reliable and representive measures of satisfaction.
 In researching satisfaction, firms generally ask customers whether their product or
service has met or exceeded expectations. Thus, expectations are a key factor behind
satisfaction. When customers have high expectations and the reality falls short, they will be
disappointed and will likely rate their experience as less than satisfying. For this reason, a
luxury resort, for example, might receive a lower satisfaction rating than a budget moteleven
though its facilities and service would be deemed superior in “absolute” terms.

The importance of customer satisfaction diminishes when a firm has increased

bargaining power. For example, cell phone plan providers, such as AT&T and Verizon,
participate in an industry that is an oligopoly, where only a few suppliers of a certain product
or service exist. As such, many cell phone plan contracts have a lot of fine print with
provisions that they would never get away if there were, say, a hundred cell phone plan
providers, because customer satisfaction would be way too low, and customers would easily
have the option of leaving for a better contract offer.

There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.

Purpose

A business ideally is continually seeking feedback to improve customer satisfaction.

Customer satisfaction provides a leading indicator of consumer purchase intentions and

loyalty. Customer satisfaction data are among the most frequently collected indicators of
market perceptions. Their principal use is twofold

1. Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company’s goods and services
 2. Although sales or market share can indicate how well a firm is performing currently,
satisfaction is an indicator of how likely it is that the firm’s customers will make
further purchases in the future. Much research has focused on the relationship
between customer satisfaction and retention. Studies indicate that the ramifications of
satisfaction are most strongly realized at the extremes. On a five-point scale,
individuals who rate their satisfaction level as “5” are likely to become return
customers and might even evangelize for the firm. (A second important metric related
to satisfaction is willingness to recommend. This metric is defined as "The percentage
of surveyed customers who indicate that they would recommend a brand to friends."
When a customer is satisfied with a product, he or she might recommend it to friends,
relatives and colleagues. This can be a powerful marketing advantage.) Individuals
who rate their satisfaction level as “1,” by contrast, are unlikely to return. Further,
they can hurt the firm by making negative comments about it to prospective
customers. Willingness to recommend is a key metric relating to customer satisfaction

Measuring Customer Satisfaction

Organizations needto retain existing customers while targeting non-
customers.Measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.

Customer satisfaction is measured at the individual level, but it is almost always

reported at an aggregate level. It can be, and often is, measured along various dimensions. A
hotel, for example, might ask customers to rate their experience with its front desk and
check-in service, with the room, with the amenities in the room, with the restaurants, and so
on. Additionally, in a holistic sense, the hotel might ask about overall satisfaction “with your
stay.”

As research on consumption experiences grows, evidence suggests that consumers

purchase goods and services for a combination of two types of benefits: hedonic and
utilitarian. Hedonic benefits are associated with the sensory and experiential attributes of the
product. Utilitarian benefits of a product are associated with the more instrumental and
functional attributes of the product (Batra and Athola 1990)
 Customer satisfaction is an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction will vary from person to person and product/service
to product/service. The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviors such as return and recommend
rate. The level of satisfaction can also vary depending on other options the customer may
have and other products against which the customer can compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988
provides the basis for the measurement of customer satisfaction with a service by using the
gap between the customer's expectation of performance and their perceived experience of
performance. This provides the measurer with a satisfaction "gap" which is objective and
quantitative in nature. Work done by Cronin and Taylor propose the
"confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman,
Zeithaml and Berry as two different measures (perception and expectation of performance)
into a single measurement of performance according to expectation.

The usual measures of customer satisfaction involve a with a set of statements using a Likert
Technique or scale. The customer is asked to evaluate each statement and in term of their
perception and expectation of performance of the organization being measured. Their
satisfaction is generally measured on a five-point scale.

Customer satisfaction data can also be collected on a 10-point scale.

Regardless of the scale used, the objective is to measure customers’ perceived

satisfaction with their experience of a firm’s offerings. It is essential for firms to effectively
manage customer satisfaction. To be able do this, we need accurate measurement of
satisfaction.

Good quality measures need to have high satisfaction loadings, good reliability, and
low error variances. In an empirical study comparing commonly used satisfaction measures it
was found that two multi-item semantic differential scales performed best across both
hedonic and utilitarian service consumption contexts. According to studies by Wirtz & Lee
(2003), they identified a six-item 7-point semantic differential scale (e.g., Oliver and Swan
1983), which is a six-item 7-point bipolar scale, that consistently performed best across both
hedonic and utilitarian services. It loaded most highly on satisfaction, had the highest item
reliability, and had by far the lowest error variance across both studies. In the study, the six
items asked respondents’ evaluation of their most recent experience with ATM services and
ice cream restaurant, along seven points within these six items: “please me to displeased me”,
“contented with to disgusted with”“very satisfied with to very dissatisfied with”, “did a good
job for me to did a poor job for me”, “wise choice to poor choice” and “happy with to
unhappy with”.

A semantic differential (4 items) scale (e.g., Eroglu and Machleit 1990) , which is a
four-item 7-point bipolar scale, was the second best performing measure, which was again
consistent across both contexts. In the study, respondents were asked to evaluate their
experience with both products, along seven points within these four items: “satisfied to
dissatisfied”, “favorable to unfavorable”, “pleasant to unpleasant” and “I like it very much to
I didn’t like it at all”.

The third best scale was single-item percentage measure, a one-item 7-point bipolar
scale (e.g., Westbrook 1980). Again, the respondents were asked to evaluate their experience
on both ATM services and ice cream restaurants, along seven points within “delighted to
terrible”

It seems that dependent on a trade-off between length of the questionnaire and quality
of satisfaction measure, these scales seem to be good options for measuring customer
satisfaction in academic and applied studies research alike. All other measures tested
consistently performed worse than the top three measures, and/or their performance varied
significantly across the two service contexts in their study. These results suggest that more
careful pretesting would be prudent should these measures be used.

Finally, all measures captured both affective and cognitive aspects of satisfaction,
independent of their scale anchors. Affective measures capture a consumer’s attitude
(liking/disliking) towards a product, which can result from any product information or
experience. On the other hand, cognitive element is defined as an appraisal or conclusion on
how the product’s performance compared against expectations (or exceeded or fell short of
expectations), was useful (or not useful), fit the situation (or did not fit), exceeded the
requirements of the situation (or did not exceed).

Role of the Sales Person

He should be neatly dressed

He should have knowledge about various product’s

Features

Variants

Colors

Prices

Sales promotion campaigns

Competitor products , their features , prices ,etc.

Latest service and warranty policies

Current availability

Carry copy of ready reckoner

“Do not leave the customer unattended for more than 3 minutes”
Customer Care Team:

Role of the Customer Care Manager:

Customer Care Manager is the leader of the customer care team. He is accountable
for the sales satisfaction index of the dealership. The customer care manager ensures that
every customer is properly followed up and feedback is recorded. Also the customer
complaints are recorded and resolved as soon as possible to the level of satisfaction. The
customer care executives report to the customer care manager.
Customer Care Executive:-

Initially does the Post Sales Follow up (PSF) and monitors the feedback forms at the
showroom

Post sales follow up

PSF’s are done in order to get the first hand feedback form the customer about the
experience that they had during the sales and delivery process.

The first PSF is done within the 72 hours of delivery and the voice or exact wordings
of the customer are recorded. The next PSF call is made after 15 days after the vehicle is
delivered. The feedback form system is a very important tool to obtain customer’s feedback
on the experience that the customer had during the purchase of his/her car.

Steps to be followed after receiving customer complaint:

Firstly customer acre manager gives a control number to all complaints received and
records the same in the customer complaints control register.

Then customer acre manager gets in touch with the customer over the phone and
expresses regret on the inconvenience faced by the custome Immediate action is taken to
ensure that the customer complaint is resolved and writes a letter of apology

The customer care manager along with the concerned DSE, then visits the customer,
hands over the letter and takes satisfaction note from the customer

Then he sends a copy of the letter and the satisfaction note to Hyundai. And also files
a copy of the same in the customer complaints register/file.
 Then the CCM discusses the customer complaints in the weekly meeting with the
general manager on SSI with the entire showroom staff. Necessary counter measures are
taken to ensure that such complaints are not repeated in future.

All sales staff and managers review customer care activities on daily, weekly and
monthly basis. The SSI review meet is conducted regularly.
According to Maruti

“A customer is the most important visitor on our premises

He is not dependent on us ,

We are dependent on him,

He is not an interruption on our work,

He is the purpose of it.

He is not an outsider on our business,

He is part of it.

We are not doing him a favor serving him,

He is doing us a favor by giving us the

Opportunity to do so”

How you communicate

Your words 7%

Your voice 35%

Your body language 58%

Moments of truth

Expectation---------------satisfaction---------------------reality

If you get what you expected

Expectation---------------dissatisfaction----------------reality

If you get less than you expected

Expectation---------------delight--------------------------reality

If you get more than you expected

When customers don’t complain they go somewhere else……….

Customers don’t complain. They pass on their dissatisfaction to their colleagues , family ,
greengrocer, suppliers , consultants, managers , sports club, grandparents, neighbours,
director, to you…….
 RESEARCH METHODOLOGY
Two broad research methodologies can be used to answer any research question. They are –
experimental research or Non experimental research. In experiment research, there is control
over the extraneous variable and manipulation of at least one variable investigation. In Non
experimental research , there is no intervention beyond that needed for the purpose of
measurement .

RESEARCH DESIGN:-

A research design is a statement is a statement or specification of the method and producers

used for acquiring the information needed for the solution of some specific problems. It
provides a scientific frame work for conducting a research.

Although research design may be classified by many criteria, the most useful one concern the
major purpose of the investigation. On the basis, research design can be classified into three
classes –Exploratory, Descriptive and Casual. If no formal design or structure questionnaire
are used, exploratory design is used .If a person is conversant with the problem environment,
or is conducting the research for some specific purpose using structure questionnaire to
gather information, the research design is descriptive casual research design is used to
establish cause and affect relationship.

For descriptive studies and also casual studied, data analysis and project output are critical
aspects of research planning, this study uses descriptive des

DATA COLLECTION METHOD

The following steps are involved in the data collection process:-

 Finding out the type of information required in the investigation.

 Establishing the facts that are available at present and the additional facts required.
 Identification of the source from where they can be available.
 Selection of appropriate information collection method.

The data required from this study is collected from primary and secondary sources;
PRIMARY SOURCES:-

The primary used for gathering data required for this survey is – Survey method

In the survey method a survey of the consumer’s satisfaction toward four wheeler is done. A
planned effort is made using structured questionnaire to interview the respondents. The
respondents are the owners of the four wheeler, who are interviewed, are chosen using non
probability sampling method.

The survey can be done through personal interviews .In this study respondent are interviewed
personally so that the errors involved in gathering primary data are minimized.

SECONDARY SOURCES:-

The secondary sources used for collecting data are:-

1.Internal Sources:-

 Company Strategy.
 Company’s Reports.
 Company’s Publications.
 Company’s Employees.
External Sources:-

Information was gathered from Magazines like –Auto Expo, Car Bazaar, and Business
World & Business Today. Business dailies like – The Economic Times, The Business
Line etc

News Paper like – The Hindustan Times, Business Standard & The Corporate Times.
Apart from this information was also taken from internet.

SAMPLING PROCESS:-

Taking into account the practical considerations ( Such as time limit, cost, etc ) the study a
sample survey as the means of means of gathering primary information. A sample survey
allows a reason to concentrate his attention upon a relatively small number of people and
hence, to devote more time and energy to ensure that the information collected from them is
more accurate.

DEFINING THE POPULATION:-

 The first thing that a sample plan must include is the definition of the population to be
investigation. The population should be defined as clearly as possible. The population chosen
for the study, taking in to consideration the objective of the study is defined as, all the
customer of four – wheeler.

SAMPLE DESIGN:-

Sample design is the heart of the sample planning process. A sample design involves
specifications of the type of sample used, the appropriate sampling unit, and the sample size.

TYPE OF SAMPLE:-

The study use non –probability sampling most of the sampling in marketing research
is non –probability in nature of the various non probability methods , convenience sampling
method is used in this study rather than using a table of random number as in probability
sampling . convenience sampling means that the sampling unit are accessible, convenient and
easy to measure. The advantage of choosing a non -probability sampling methods is that the
sampling error will be when compared to probability sampling.

SAMPLING UNIT:-

The sampling unit forms the basis of the entire sampling procedure. It is that which is
actually chosen by the sampling process. The sampling unit may contain one or more
population elements. The sampling unit in the study consists of the private employees,
government employees, business people and others.

SAMPLE SIZE:-

The sample consist of 50 customer selected from the Jabalpur using convenience sampling
method. Out of the customers selected for the study, some did not own four –wheeler and
some had not responded well. Hence they had to be replaced by other customers.
 DATA ANALYSIS

SWOT ANALYSIS OF HYUNDAI

STRENGHS

 Bigger name in the market

 Trust of People
 Hyundai. is the market leader for more than two decade.
 Has a great dealership chain in the market.
 Better after sales service
 Low maintenance cost of vehicle
WEAKNESSES

 Exports are not that good.

 Lesser diesel models in the market compare to others
 Global image is not that big
OPPORTUNITIES

 Great opportunities to go global with success of Hyundai and SX4All over

 Introduction of more diesel models. The diesel car segment is growing.
  Opportunity to grow bigger by entering into bigger car markets
 Already a market leader so great opportunity to be the king of market in every stage
of industry
THREATS

 Foreign companies entering market; so a bigger threat from MNCs.

 To the market share, as many big names are coming in the industry
 There is hardly any diesel models
 Rs. 1 lakh – Rs. 1.5 lakh car
1. Selection of HyundaiModel.

Particulars No. of Percentage (%)

Respondents

Petrol 18 36

Diesel 32 64

Total 50 100
Source: Primary Data

No. of respondants
Petrol Diesel

36%

64%

Analysis:-

Here we have to find out that maximum value of Diesel model in the market that is
64% out of total sample size so we can say that current scenario of the market
maximum captured by Diesel model compare to Petrol model. Now in present time
customer prefers more Hyundai Diesel model.
2. Influencing features for the purchasing power of the customer.

Particulars No. of respondents Percentage (%)

Price 15 30

Product Features 20 40

Brand 7 14

Service 8 16

Total 50 100

Price Product Feature Brand Service

16%
30%

14%

40%

Analysis: Here we found that the product feature of Hyundai car is more influencing
factor to purchase power of the consumers. In this chart it is clear that product feature is
very important factor for the consumption level of the product. So this is showing that
% of product feature is more than compare to others i.e. 40%. Hence, selling of
Hyundai car is depending upon the product quality.
3.Different sources of purchasing pre-owned car

Particulars No. of respondents Percentage (%)

Through Advertisement 12 24

Dealer 18 36

Showroom 10 20

Durability 10 20

Total 50 100

20
24

Through Advertisement
Dealer
Showroom
20 Durability

36

Analysis:

Above diagram shows the highest value of dealer. Where a dealer provides different
warranties, services, convenience, availability and other facilities to the consumers
whatever he wants. So dealer is important mediator for delivering the goods and services
to the consumers. Here, dealer’s percentage is greater than to others i.e. 36%.
4. Important suggestions towards the Hyundai engine.

Particulars No. of respondents Percentage (%)

Very Good 10 20

Good 16 32

Average 5 10

Not Good 11 22

Can’t Say 8 16

Total 50 100

16% 20% Very Good

Good
Average
22%
Not Good
32% Can't Say
10%

Analysis:

This chart shows the various suggestions towards the Hyundai engine. Most of the
suggestions are good. On the other hand, most of the consumers are satisfied from it’s engine
capability. Hence, we can say that % various feedbacks of the consumers regarding good is
higher than compare to others i.e. 32%.
5.Customer satisfaction toward mileage of Hyundai.

Particulars No.of respondents Percentage (%)

Yes 30 60

No 20 40

Total 50 100

40%

Yes
60%
No

Analysis:-

Here we found that 60% customers are satisfied with the mileage of Hyundai and other
40% customers are not satisfied with the mileage of Hyundai they have diffirent
perception regarding the mileage of Hyundai .This chart showing the majority of
satisfied customers, so we can say that customers are satisfied with mileage of Hyundai.
6.Customer opinion on Maruti Hyundai related to safety features.

Particulars No. of respondents Percentage (%)

Very Good 10 20

Good 17 34

Average 12 24

Can’t say 11 22

Total 50 100

22 20

Very Good
Good
Average
Can’t say
24
34

Analysis:-

This chart is showing that just customer satisfied with the safety features of Hyundai
because when customer expect more safety then cost of Hyundai beccome high. So here
34% customers are satiesfied with safety features of Hyundai and only 20% are most
satisfied with the safety and 24% average satisfied with the safety features remaining
22% are unable to say about the safety features of the Hyundai.
7.Customer opinion about good competitor of Hyundai.

Particulers No. of respondents Percentage (%)

Maruti Suzuki 13 26

Verna 9 18

Ritz 11 22

Alto 11 22

Indica 6 12

Total 50 100

26

i 20
18
i 10
Ritz
100
22 Getz
Indica
Total
22
12

Analysis:

Here we found that 26% is the highest value so its indicate that Maruti Suzuki is the best
competitors of the Hyundai ,after that Alto and Ritz are good competitors of Hyundai. Now
Indica has come in market with diffirent features and luxurious model so it is also a good
competitor of Hyundai. In this chart Verna got the 18 % so it indicate the Verna is also
competitor of Hyundai.
8. From the consumer point of view, Price maintain by the Hyundai in the
future :

Particulers No. repondents Percentage (%)

Yes 19 38

No 15 30

Can’t say 16 32

Total 50 100

32% 38%
Yes
No
Can't say
30%

Analysis:-

Here we can see in chart that is 38% customers opinions that company will be able to
maintan the price in the future but 32% customers opinion that no, company will be increase
the price of Hyundai because it is necessary for maintenance the cost of company . Other
30% customers are unable to say anythings they are depend on the company decision.
9. Costomers Satisfaction towards the changes in the Hyundai car.

Particulers No.of respondents Percentage (%)

Yes 26 52

No 13 26

Can’t say 11 22

Total 50 100

22%
52% Yes
No
26%
Can't

Analysis:-

Here we found the costomers are very enthusiastic to want change in the Hyundai for their
better satisfaction i.e.52% response by the customers. And 26 % customers don’t want to
change in the Hyundai , 22% customers are unable to say that will be change in the Hyundai .

Here majority is saying that customers want to change in the Hyundai as mostely customers
want to change in the “Back Glass” of the Hyundai due to no clear visible in back side when
driver apply back gear, because back glass size is small. So customers want little bit
improvement in the Hyundai car.
10. Customers frequently change their car.

Particulers No.of respondents Percentage (%)

1-3 Years 18 36

3-5 Years 11 22

5-10 Years 15 30

More than 10 Years 6 12

Total 50 100

12

36
1-3 Years
3-5 Years
30 5-10 Years
More than 10 Years

22

Analysis:-

Here we found that most of the customers are changing their car between 1-3 year. Because
changing any product is depend upon the money as well as time factor. Hence we can say
that consumers can not chang their car less than 1-3 years.
OBJECTIVES:

 To analyze the customer satisfaction towards the Hyunda car i in Jabalpur.

 To know the strengths and weaknesses of the “Hyundai”.

 To know the perception towards the Brands about the sales, services, offers to
buy Hyundai products.

 To know the customers opinion about various cars in Jabalpur city.

LIMITATIONS:-

 Taking the market conditions into consideration the survey, which include a
sample of 50, was a respective one.
 Due to the limitation of span of time and limited resources survey was
conducted for a period of 6 weeks.
 The geographic region covered for the survey was limited to the boundaries of
the Jabalpur city.
 Since the survey was conducted at the market localities and the person who
has owns a “Hyundai”
 Improper response from customers and buyers, but it was minimal.
 Scientific methods of post testing could not be conducted.
 Minimal possible bias in administrating the questions at the survey conducted
area.

 The reaction and attitudes are subjected to changes according to their needs
and time.
 FINDINGS
Basing on the data gathered from the customers , which was analyzed , the
following observations are made.

 Here we found that the customers are fully satisfied with the Diesel model of
Hyundai. So now this time market mostely captured by the Hyundai and booking of
Hyundai advance going on .

 Majority of the customers preffering the Hyundai due to the product features. They
are fully satisfied by product with the deffirent features of Hyundai .

 Here majority of the customers will be buy pre-owned car by the dealers due to they
want to true value of the car.

 Here customers gave the good value for the Hyundai engine they have no any doubt
regarding Hyundai engine. That’s why costomers has fully satisfied .

 We found that majority of the customers are fully satisfied with the mileage of
Hyundai car.

 Majority of the customers said that we are satisfied with the safety features of the
Hyundai so they gave only good response .They are saying that if we want very good
safety feature then car price will be also high.

 Majority of the customers preffering the Maruti Suzuki and Tata Indica as the good
competitors of the Hyundai.

 Mostely customers hope that Hyundai will be not hike the price in the future, it will
be able to maintain the price of the Hyundai . Some of the customers has hope that
when cost of raw material will hike then price will also hike .

 Costomers are fully enthusiastic to saw some new changes in the future Hyundai .
Majority of customers want to some change in the future , As back side glass.

 Mostely customers changing there car between 1-3 years.

 SUGGESTIONS
After analyzing the findings ,the following suggestions have been prepared
.Great care has been taken in the making these suggestions for improvement of
the customer satisfaction :

 A constant urge to upgrade and keep pace with the changing times gives
organization the competitive advantages or cutting over the competition .

 The service centre must be ready with all type of spare part all over the time .

 Improve in the size of back glass for clear visibility in back side .

 Introduce low instalment and low down payment schemes to attract more
people .

 Satisfy existing customers by giving more value and offers.

 Some costomer want to change in the Hyundai back light as round shape .

 There is heavy demand for Maruti Hyundai in the market , so the supply has
to be improved to meet the demand of the customers .

 Inspect the servicing centrs continuosly so that they try to follow rule and
regulations strictly ,and will serve the car on time .

 Try to maintain reasonable price of the Hyundai, as this is the key factor for
customers satisfaction towards Hyundai .

 All the cars of Hyundai Must be available in the each and every showroom.

 Company must try to tap the rural area with the help of print media and
hoarding .
 CONCLUSION

After analyzing the interpretation and finding the following conclusion were
made: -

After interacting with the customers, I found that ,customers are emotionally attached
with Hyundai Brand . Most of customers are highly satisfied with Maruti Hyundai.

Hyundai is giving very tough competition to its competitors like Tata Motor, Maruti etc.

During my survey, I found that Hyundai mostly preffering by young age people in A2
segment car . They are fully satisfied towards Hyundai.

Customers are not happy with the back glass of Hyundai due to very small size they
can’t see easely in back side on back gear.

Hyundai is providing the cutomer satisfaction not only selling the cars, and it want to
beat their competitors .

The company is the known to providing the good service and quality.

I found in my survey that Hyundai product is first preffering by the defence as Gypsy,

Gypsy and Grand Vitara has power gear.

 QUESTIONNAIRE

Name ……………………………. Mobile No………………………………

Email…………………………….
Profession……………………………..

Q1. Which Model of Hyundai do you own?

a) Petrol b) Diesel

Q.2. Which feature influenced you the most while Considering your Hyundai purchase?
Price
Product feature
Brand
Service

Q3. If you plan to buy a pre-owned car, through which source you would like to buy?
Through advertisement
Dealers
Showroom
Durability

Q 4. Your valuable suggestion/Comments on Hyundai Engine?

…......................................................................................................................................
…......................................................................................................................................
Q.5. Are you happy with the mileage of your Hyundai?

a) Yes b) No.

Q.6 What is your opinion on Hyundai related to safety features?

…......................................................................................................................................

Q.7. According to you, which model is a good competition to Hyundai & Why?
......................................................................................................................................................
.................................................................................................................

Q.8. Do you think Hyundai will be able to maintain the price of Hyundai in future if there is
hike in cost of raw materials?

.Yes

. No.

. Can’t say

Q9Are you looking for any changes in Hyundai for better Customer satisfaction.

…......................................................................................................................................

..........................................................................................................................................

Q.10.How frequently you change your car?

1-3 years
3-5 years
5-10 years
More than 10 years.
 BIBLIOGRAPHY

BOOKS AUTHOR

MARKETING MANAGEMENT PHILLIP KOTLER, KOSHI & JHA

PRINCIPAL OF MARKETING PHILLIP KOTLER & AMSTRONG

RESEARCH METHODOLOGY R.C.KOTHARI

WEBSITES:

http://www.marutisuzuki.com

http://www.marutiHyundai.com

http://www.marutidealer.com

http://www.marutiindia.com

PRINT MEDIA:

 THE TIMES OF INDIA

 THE HINDU

 AUTO EXPO MAGAZINES

 AUTO CAR MAGAZINE

 BUSINESS STANDARD