1 Anand Final Project

8/4/2019 1 Anand Final Project

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_____________________________________________________________________Shivaji University, Kolhapur

INTRODUCTION

One of the major industrial sectors in India is the automobile sector.

Subsequent to the liberalization, the automobile sector has been aptly described as the

sunrise sector of the Indian economy as this sector has witnessed tremendous growth.

Automobile Industry was delicensed in July 1991 with the announcement of

the New Industrial Policy. The passenger car industry was, however, delicensed in

1993. No industrial licence is required for setting up of any unit for manufacture of

automobiles except in some special cases. The norms for Foreign Investment and

import of technology have also been progressively liberalized over the years for

manufacture of vehicles including passenger cars in order to make this sector globallycompetitive. At present 100% Foreign Direct Investment (FDI) is permissible under

automatic route in this sector including passenger car segment. The import of

technology/technological up gradation on the royalty payment of 5% without any

duration limit and lump sum payment of USD 2 million is also allowed under

automatic route in this sector. With the gradual liberalization of the automobile sector

since 1991, the number of manufacturing facilities in India has grown progressively.

The study of customer satisfaction level of Hyundai motors is the study of

satisfaction and delightedness to the Hyundai motors. This study helps to know the

likeliness, brand image, strength & weakness of the product. This determines the sales

promotion. This project would be beneficial to know the feedback of the customers &

also the way to provide better facilities and services to the customers.

Since the four wheelers are generally used by high profile people, they look

towards the luxurious look, safety and the beautiful interior. In this project their

satisfaction towards their demand is checked out.

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OBJECTIVES OF THE STUDY

In the current scenario of cutthroat competition, every company invest in some new

technology for their expansion & to maintain the quality, reduce the cost & to produce

the new product. My objective in this survey is to study the demography of customers

in Nanded region and determining the satisfaction level of customers in Nanded

region.

1. To segment the potential customers in Nanded for Hyundai Motors.

2. To study the satisfaction level of customers of Hyundai motors in

Nanded region.

3. To understand the gap between company offering and customers

requirement

4. To study the services given by Jaya Hyundai Pvt.Ltd. In terms of

servicing, warranty, maintenance and repairing.

5. To study the factors influencing on the buying behaviour of the

customers.

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RESEARCH METHODOLOGY

For the purpose of the research, researcher has selects and collected the data

from the area Nanded.

Researcher done a survey for gathering data through interviewing people,

survey was conducted in person. The advantage of survey method is that information

comes directly from the customer (limited customer).

Researcher used survey method in research work and collected primary data

through personal interview.

Sources of data:-

Researcher has collected data from two sources.

A. Primary Source

B. Secondary' source

A] Primary data sources:-

The maximum data is collected from the primary sources.

1) Questionnaire:-

Researcher prepared questionnaire on basis of topic, with help of the guide.

Questionnaire for customer:-

Using this questionnaire, researcher has collected the opinion of customer of Jaya

Hyundai Sujaya Enterprises Pvt.Ltd.

2) Personal Interview:-

Researcher had interviewedCustomers (randomly selected).

B] Secondary data sources:-

For secondary data source the researcher have collected the data from

magazines, booklet records etc.

Sample Size:

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For the purpose of completing this project report, I took100 customers

as sample size.

SCOPE OF THE STUDY

The area of operation is around the Nanded city. The survey is conducted

through the questionnaire that is having the information of overall ownership

experience of the vehicle & their suggestions. The operations are performed in

& around Nanded city areas are Nanded-Latur phata,Cidco, Shivajinagar,

Bhagyanagar, Anandnagar, Parbhani, Latur&Hingoli Etc.

LIMITATIONS OF THE STUDY:-

1. The study was conducted in Nanded region.

2. Time limitation is of only about 50 days.

3. The sample size is limited i.e. 100 customer.

4. Research is limited only for the area Nanded and is limited upto this organization.

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ABOUT HMC

Established in 1967, Hyundai Motor Co. has grown into the Hyundai-Kia

Automotive Group which was ranked as the worlds fifth-largest automaker in 2007

and includes over two dozen auto-related subsidiaries and affiliates. Employing over

75,000 people worldwide, Hyundai Motor posted sales of US$74.9 billion in 2007 ona consolidated-basis and US$32.8 billion on a non-consolidated basis (using the

average currency exchange of 929 won per US dollar). Hyundai vehicles are sold in

193 countries through some 6,000 dealerships and showrooms

The Hyundai Motor Company, a division of the Hyundai Kia Automotive

Group, is South Koreas largest and the worlds fifth largest automaker in terms of

units sold per year. Headquartered in Seoul, Hyundai operates the worlds largest

integrated automobile manufacturing facility in Ulsan, which is capable of producing

1.6 million units annually. The Hyundai logo, a slanted, stylized 'H', is said to be

symbolic of two people (the company and customer) shaking hands. Hyundai means

"modernity" in Korean.

HISTORY

Chung Ju-Yung founded the Hyundai Engineering and Construction Company

in 1947. Hyundai Motor Company was later established in 1967. The companys first

model, the Cortina, was released in cooperation with Ford Motor Company in 1968.

In 1975, the Pony, the first Korean car, was released, with styling by Giorgio of

Design and powertrain technology provided by Japans Mitsubishi Motors. Exports

began in the following year to Ecuador and soon thereafter to the Benelux countries.

In 1991, the company succeeded in developing its first proprietary gasoline engine,C.I.M.D.R.Sangli_____________________________________________________________________

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the four-cylinder Alpha, and transmission, thus paving the way for technological

independence.

In 1986, Hyundai began to sell cars in the United States, and the Excel was

nominated "Best Product #10" by Fortune magazine, largely because of its

affordability. The company began to produce models with its own technology in

1988, beginning with the midsize Sonata.

In 1998, Hyundai began to overhaul its image in an attempt to establish itself as

a world-class brand. Chung Ju Yung transferred leadership of Hyundai Motor to his

son, Chung Mong Koo, in 1999. Hyundais parent company, Hyundai Motor Group,

invested heavily in the quality, design, manufacturing, and long-term research of its

vehicles. It added a 10-year or 100,000-mile (160,000 km) warranty to cars sold in the

United States and launched an aggressive marketing campaign.

In 2004, Hyundai was ranked second in "initial quality" in a survey/study by

J.D. Power and Associates. Hyundai is now one of the top 100 most valuable brands

worldwide. Since 2002, Hyundai has also been one of the worldwide official sponsors

of the FIFA World Cup.

In 2006, the South Korean government initiated an investigation of Chung

Mong Koos practices as head of Hyundai, suspecting him of corruption. On April 28,

2006, Chung was arrested, and charged for embezzlement of 100 billion won

(US$106 million), with Hyundai Vice Chairman and CEO, Kim Dong-jin taking over

as head of the company.

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COMPANY PROFILE

Name of organization HYUNDAI MOTORS COMPANY

Type public

Founded 1967

Parent Hyundai kia Automotive Group

Location Seoul South Korea

Key people Chung Mong Co-chairman CEO

Industry Automobile manufacturer

Products Automobiles

Revenue 27.384 Trillion (Approx. USD $29.5 billion)

Net income 2.315 Trillion (Approx. USD $2.5 billion)

Employees c.68, 000 worldwide

Website Hyundai-Motor.com

Company address HYUNDAI MOTORS INDIA LIMITED,

A-30, Mohan Cooperative Industrial Estate,

Mathura Road, New Delhi-110044.

Tel :( 011) 4167-8800 Fax :( 011)4167-8811

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Dealers showroom name Jaya Hyundai,Sujaya Enterprises Pvt.

Ltd. Nanded.

Showroom addresses Jaya Hyundai, Sujaya Enterprises Pvt.

Ltd. Near Reliance Petrol Pump,

Nanded-Cidco Road, Nanded-431603.

Tel.229106, 229107, 229108.

Dealers name Honourable Mr.AshokraoChavan

(Ex.CM Maharashtra State)

Sales and servicing Jaya Hyundai looks after the Sales and

Servicing of Hyundai Motors in 4

districts namely Nanded, Latur, Parbhani

and Hingoli.

VISION STATEMENT:-

Our team provides value for your future.

MISSION STATEMENT:-

To create exceptional automotive value for our customers by harmoniously

blending safety, quality and efficiency. With our diverse team, we will provide

responsible stewardship to our community and environment while achieving stability

and security now and for future generation.

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Product Profile

SANTRO XING

Santro Xing is

the Sunshine Car. A

New Shining Dawn. Here Comes the Sun Again. The

Next Generation Santro.Astunning example of modern

automobile design and continuous customer feedback

driven advancement.For instance, now incorporating

Active Intelligence Technology, with the new ERLX

engine.

Tall, wide and uniquely different, the new Santro Xing has a distinctly

European styling. While its sleek lines and pleasing curves and counters will

capture your heart. The compact outer dimensions, combined with its sporty

stance, will ignite the passion of driving into the sun and makes it stand out in

a crowd of old hatchbacks and jelly bean shaped. So step into the Santro. Add

Sunshine to your life. The Santro Xing comes with all new looking feel

exterior and interior styling.

EQUIPMENT OF SANTRO XING

1. ABS

2. AC

3. Auto Transmission

4. Central Locking System

5. Fog Lamps

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6. Power Steering

7. Power Windows.

8. Front Power Window

9. Power steering

10. Safety

Comparative Study with Other Product

Santro GLS vs A-STAR-LXI

AREA FEATURE/ITEMS/NARRATI

ON

SR.N

O

SANTRO

GLS

A-STAR-

LXI

PERCEIVE

D

ADVANTA

G BENEFIT

VALUE

Displacement-cc 1 1086 998 5000Engine No.of cylinders 2 4 3 2000

Power(max)-ps@rpm 3 63@5500 67.93@6200

2000

Torque(Max)-Kgm@rpm 4 9.8@3000 9.18@3500 5000Fuel Types 5 Petrol &

LPG

Petrol 2000

Length-mm 6 3565 3500(-65) 5000Dimension Height-mm 7 1590 1490(-100) 5000

Wheel Base-mm 8 2380 2360(-20) 2000Boot Loading Height 9 Lower Higher 500

Detachable Bumper insert

moulding

10 Yes No 500

Exterior Rear Spoiler 11 Yes No 2000 Tailgate Glance 12 Bigger Smaller 500

Moulding 13 Yes No 1000Quality of plastic 14 Rich Plasticky 1000

Moulded Roof Linking 15 Vinyl Fabric 500Interior Beige & Brown 16 Yes No 500

Ash Tray 17 Yes No 500Floor console std 18 Yes No 500

Door Trim With fabric insert 19 Yes No 500Rear seat Head Restaints 20 Integrated No 500

Seating Rear Seat Double Folding 21 Yes Single 2000Driver seating position 22 Bigger Low 1000

Rear side windows 23 bigger Narrower 1000Convenienc

e

ORVM(Outside rear view

mirror)

24 Fully

Folding

Partial

Folding

200

Power Windows-front 25 Yes No 5000

Safety Central Locking 26 4 Doors No 5000

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Clutch Foot Rest 27 Yes No 200Self-Locking Door 28 Yes No 1000

Warranty Basic warranty 29 2 Yrs./

Unlimited

Mileage

2

Yrs./40000

Km

3000

Price Ex. Showroom Delhi 30 3,60,878 3,51,890 -8,988

Total perceived advantage benefit value by customer-Rs. -8988

Hyundai i-10

i in the Hyundai i-10 car stands for inspiring, innovation, intuitive and

intelligent.

Catch the i: - inspiring, innovative and

intelligent. Compact cars will never be the

same. The Hyundai i10 is here. Elegant outside

and versatile inside, the i-10 boasts of high-end

features that are usually found in the Luxury

Sedans. Intelligent engine technology coupled with dynamic chassis design

deliver sparking performance and a supple, precise ride. Big on style, safety

and security, yet small enough to fit any city street, the i-10 is designed for

independent thinkers with exciting lifestyles.

FEATURE OF HYUNDAI i-10

1. Inspiring

2. Intelligent & intuitive

3. innovative

CAR RANGES:-

I-10 DLITE, i-10 Era, i-10 Magna, i-10Magna

EQUIPMENTS: -

1. ABS

2. AC/ Climate Control

3. Airbag

4. Alloy wheels

5. Auto transmission

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7. Electronic Mirror

8. Fog Lamp

9. Power Steering

10. Power Windows

11. Tilt Steering.

Specific Check: -

Petrol, fuel tank: 35L.

Price:-Rs.3.58 to 5.44 lacks.

I 10 v/s WaganR

Particular I 10 Wagon R

1.1 IRDE 1.2 KAPPAProven product Sales value (April2009-

march-2010)

149242 144896

Fuel efficient ARAI Mileage (BSIV) 19.69(m/j) 19.81(m-j) 18.9

Higher warranty

Warranty coverage 2 yrs/unlimited kms 2 yrs/4000

Engine displacement (cc) 1086 1197 998No.of cylinder values 4/12 4/16 3/12

Max power (ps) 66.6 80 68Max torque (kgm) 10.1 11.4 9.18

Low engine

empoperation

Max

power

5500 5200 6200

Max

power

2800 4000 3500

Better stability Width 1595 1495(-100)

Track Front 1400 1295(-105)Rear 1385 1290(-95)

Spacious boot Boot capacity (ltr) 225 180(-45)

Design &

packaging

Variants 7(D-lite Era Magna 1.1Magna

Sportz

LX,LX,UX

(O)

i-relax front seat headrests Yes No1-shift gear knod Yes No

Automatic transmission

Yes No

Styling

Bumper insert moulding Yes NoRear spoiler Yes No

Sunroof Yes No2-tone beige interiors Yes No

Red pack Yes NoFit &

finis

Panes gaps No YesPlastic quality Premium Inferior

Anti-rust coating Yes No

Convenience

D/N inside rear mirror Yes NoLow fuel warning lamp Yes No

Door &tail gate ajar Yes NoBoot lamp Yes No

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Seat belt hook cavity Yes NoBig glove box Yes No

Hyundai i-20

Innovative In the phase of dipping sale figures, India's leading automakerHyundai

Motor India Limited (HMIL), has stepped-up its existing car model i10with the

refined one i20. The all new Hyundai i20 car model is an another addition in the

company's hatchback cars stable that has been launched with more room for the

luggage, higher-quality interiors with the flexibility of seating that is near to its

predecessor i10. Hyundai i20 car was first showcased in the Paris Motor Show 2008

and in India it was launched in the end of December 2008 meeting all existing

emission norms including the Euro-V. The newly launched Hyundai i20 car is

equipped with the latest technology 1.2 litre Kappa petrol engine that pumps out

maximum power of 80 ps @ 5200 rpms. Hyundai i20 is up for sale throughout India

in three variants with seven colours and carries the ex-showroom price range starting

from 5.0 Lacs going upto 6.0 lacs for the top version.

Striking Features of Hyundai i20 Car

1. Electrically adjustable outside mirror on both sides

2. Top variant features five spoke light-weight alloy wheels

3. USB port at the centre console for playing music on the i-pod

4. Globe box connected with the air-conditioning system of the car

5. Adjustable steering wheel for better riding comfortable

6. The seats with head rests can be adjusted at different angles

7. Safety of the car is assured by the responsive systems of ABS with

EBD

8. Inspiring

Price

Prices starts from 5.0 Lacs going on up to 6.o Lacs for the top version.

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I20 Magna 1.4 L CRDi V/S Swift 1.3 L vdi ABS Desel

Area No. of I20

Advantages

Items Hyundai I20

magna 1.4 L

CRD

Maruti Swift

1.3 L ABS

Engine

1 Displacement 1396 12482 Transmission 6 Speed M/T 5 Speed M/T3 Swirl control value Yes No4 Electrical exhaust gas

Recirculation

Yes No

5 Power (PS/RPM) 90@ 4000 76 @40006 Power to weight ratio

(PS/TON)

80.94 68.78

7 Torque(kgm/rpm) 22.4@1750 19.4@20008 Torque to weight ratio

(Kgm/Ton)

20.19 17.56

Dimensio

n

9 Overall Length(mm) 3940 3676010 Overall width(mm) 1710 169011 Front Track 1505 147012 Rear Track 1503 148013 Wheelbase(mm) 2525 239014 Luggage space(Litre) 295 232

Comfort &

Convenie

nce

15 FACT (Fully Automatic

Temperature Control)

Yes No

16 2 Din MP3 Players with

AUX & USB.

Yes No

17 4 Speakers with front 2

tutor

Yes No

18 Rear AC ducts Yes No19 Staring Tilt & Telescopic None20 Illuminated power window

suitors

Yes No

21 Driver side power window Yes No22 Glove box cooling Yes No23 Low fuel warming Yes No24 Rear parcel tray Yes No

Seating 25 Rear seat cushion popup

& backrest fielding

Yes Single folding

26 MT shift indicator Yes No27 Blue LED interior

Illumination

Yes No

Interior 28 Two tone beige interior Yes No29 Seating Full fabric Semi Cloth30 Metal finish inside door

handle

Yes No

Exterior 31 Chrome Radiator Grille Yes No32 Bodycolored rear garnish Yes No

Warranty 33 Original Warranty 2 Yrs/ unlimited

Km.

2 Yrs/40000

Km

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HYUNDAI ACCENT

EQUIPMENT:

1. AC

2. Electric Mirror

3. Power steering

4. Auto Transmission

5 Central Locking System

6 Fog Lamps

7 Power Windows.

8 Front Power Window

9 Power steering

10 Safety

PRICE: - RS.5.48 TO 6.19 Lacks

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Accent Executive vs Swift Dzirevxi

AREA SR.N

O

ITEAMS ACCENT

EXECUTI

VE

Swift

Dzire

vxi

PERCIEV

ED

BENEFIT

Engine

1 Displacement cc 1.495 1197 5000

2 Power (ps /rpm) 95@550

0

85@600

0

5000

3 Torque (kgm) 12.7@35

00

11.4@45

00

5000

Dimensio

n

4 Overall length(mm) 4250 4160(-

90)

5000

5 Overall

wheelbase(mm)

2440 2390(-

50)

5000

6 Ground

clearance(mm)

172 170(-2) 1000

Exterior

7 Body color waistline

molding

s - 500

8 Rear defogger s - 10009 Body color rear

garnish

s - 200

10 Interior key color Beige Grey(dull)

2000

11 Leather wrapped

steering

s - 1000

12 Leather wrapped

TGS knob

s - 500

13 Delay out interior

lamp

s - 500

14 Scuff plate s - 500Comfort

and

convenien

ce

15 Tilt sleering s - 5000

16 Clutch foot rest s - 20017 low fuel warning s - 50018 Remote tail gate

opener

s Key type 500

Seating 19 60:40 split folding

rear seat

s - 2000

Warranty 20 Original warranty 2 year/

un

2 year

4000

3000

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Limited

km

kms

Price 21 Ex showroom

Delhi-RsLackh

499,900 533,951 34,051

Total Perceived advantage benefit by customer

77451

HYUNDAI VERNA

EQUIPMENT: -

1. AC/Climate control

2. Alloy wheels

3. Audio system


5. Electric Mirror

6. Fog Lamp

7. Power steering

8. Power Windows

SPECIFICATIONS CHECK: -

Petrol: fuel tank: 45 L.

Diesel: fuel tank: 45 L

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Price: RS.6.84 TO 8.76 Lacks.

Verna 1.5 CRDIVG v/s City SMT

Area SR

NO.

ITEMS Verna

1.5CRDIVG

City

SMT

Perceived

Advantage

Benefit value

by customer

Engine

1 CRDI Diesel VGT (least diesel

Technology

yes No 10000

2 Power (ps rpm) 110@4000 118@6600 20003 Torque (kgm@rpm) 24@1900-

2750

14.9@4800 5000

4 Cam shaft DOHC SOHC 2000

5 Fuel efficiency as per AraiGovernment km/litre

19.92 16.7 2000

Dimension

6 Overall height-(mm) 1490 1480-(-10) 20007 Ground clearance (mm) 170 160(-10) 10008 Turning radius m 4.9 5.3 10009 Washer nozzle mounting conceiled On bonnet 500

10 Body colored outside door

handles

s - 500

11 Body colored ORVMS s - 500

Interior

12 Bottle holder in front door map

packet

s - 100

13 Rear door map packet w/bottle

holder

- 100

14 Front doors full armrest s - 100015 Rear doors full armrest s - 1000

Convenien

ce

16 Luggage hock s - 5017 Luggage lamp s - 10018 Key not removes wanting s - 200

Audio

19 Music system with mp3 2 Din s 500020 CD player s - 200021 Tweeters s - 50022 Antenna micro Roof 100

Seating 23 60:40 folding rear seat s - 2000

Comfort

24 Power windows Sw/time lag s 50025 Ride quality AUTO bild magazine 45 40 100026 Central locking system-from co

passenger side

s - 500

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27 Front fog lamp s - 200028 Clutch lock system s - 300029 Dual horn s - 500

Quality 30 Impression of quality 14 13 100031 Boot lid trim s - 50

Warranty 32 Original warranty 2 Yrsunltdkms 2 Yrs 40000

km

3000

Price 33 Ex showroom 787,663 860,500 72,837

ORGANIZATION STRUCTURE

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CUSTOMER SATISFACTION

Satisfaction level is the level of persons felt state resulting from comparing

products perceived performance (or outcome) in relation to the persons

expectation.

Thus satisfaction level is function of difference between perceived performance &

expectation. A customer could experience one of three broad levels of satisfaction:

1) If the performance falls short of expectations, the customer is dissatisfied.

2) If the performance matches to the expectations of the customer, then the

customer is satisfied.

3) If the performance exceeds the expectations of the customer, the customer

is highly satisfied, pleased or delighted.

But how do the customer expectations? Expectations are formed on the basis of

the buyers past buying experience statements made by the friends & associates, &

marketer & competitor information & promises. If marketers raise the expectations

too high the buyer is likely to be disappointed.

Some of the todays most successful companies are raising expectation &

delivering the performance. The companies are aiming high because customers who

are just satisfied will still find it easy to switch supplier when a better offer comes

along. The fact is that high satisfaction or delight creates an emotional affinity with

the brand, not just a rational preference, and this creates customers high loyalty.

Companies seeking to win in todays markets must track their customers

expectations perceived company performance, and customer satisfaction. They need

to monitor this for the competitors as well. Companies that achieve high customer

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satisfaction ratings make sure that their target market knows it. The customer cantered

firms seeks to create high customer satisfaction it is not out to maximize customer

satisfaction.

4) First they can increase the customer satisfaction by lowering the price or

increasing its services, but this may result in low profits.

5) Second, the company might be able to increase its profitability in the other

ways, such as by improving its manufacturing or investing more in R&D.

6) Third; the company has many stakeholders including employees, dealers,

suppliers & stockholders. Spending more to increase the customer

satisfaction would divert funds from increasing the satisfaction of the other

partners. Ultimately, the company must operate on the philosophy that itis trying to deliver a high level of customer satisfaction level subject to

delivering at least acceptable levels of the satisfaction to the other

stockholders within the constraints of its total resources.

Methods of tracking and measuring customer satisfaction

Complaint and suggestions system

A customer cantered organization would make it easy for its customer todeliver suggestions and complaints. Many restaurants and hotels provide forms for

guests to report likes and dislikes. A hospital could place suggestion boxes in the

corridors, supply comment cards to the exiting patients, and hire patient advocate to

handle patient grievances. Some customer cantered companies P&G, General

Electric, and Whirlpool establish customer hot lines with a toll free 800 telephone

numbers to maximize the ease with which the customers can inquire, make

suggestions, or complain. These information flows provide these companies with

many good ideas and enable them to act more rapidly to resolve the problems.

Customer satisfaction surveys

A company must not conclude that it can get a full picture of customer

satisfaction & dissatisfaction by simply a complaint & suggestion system. A study

shows that customers are dissatisfied with one out of the four and less than 5% of the

dissatisfied customers will complain. Customers may feel that their complaints are

minor, or that they will be made to be stupid, or that no remedy will be offered. MostC.I.M.D.R.Sangli_____________________________________________________________________

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customers will buy less or switch the suppliers rather than complain. The result is that

company has needlessly lost the customer.

Therefore, companies cannot use the complaint levels as a measure of

customer satisfaction. Responsive companies obtain a direct measure of customer

satisfaction by conducting periodic surveys. They send questionnaires or make

telephone calls to random sample of their recent customer to find out how they feel

about various aspects of the companys performance.

Customers satisfaction can be measured in number of ways. It can be

measured directly by asking: indicate how satisfied you are with the service X on the

following scale: highly satisfied (directly reported satisfaction). Respondents can be

asked as well to rate how much they are expected of as certain attribute and also how

much they are experienced (derived satisfaction). Still another method is to ask

respondents to list any problems they have had with the offer and to list any

improvements they could suggest (problem analysis). Finally, companies could

respondents to rate various elements of the offer in the terms of the importance of the

each element and how well the organization performed each element (importance/

performance ratings).this last method helps the company to know if it is

underperforming on important elements and over performing on relatively

unimportant elements.

While, collecting customer satisfaction data, it would also be useful to ask

additional questions to measure the customers repurchase intention; this will normally

be high if the customer satisfaction is high.

Lost Customer Analysis

Companies should contact customers who have stopped buying have switched

to another supplier to learn why this is happened. When IBM loses a customer, they

mount a thorough effort to learn where they failed is their price too high, their

service deficient, their products unreliable, and so on. Not only is it important to

conduct exit interviews but also to monitor the customer loss rate which, if it is

increasing, clearly indicates that the company is failing to satisfy its customers.

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Some cautions in measuring Customer Satisfaction

When customers rate their satisfaction with an element of the companys

performance, say delivery, we need to recognize that customers will vary in how they

define good delivery; it could mean early delivery, on-time delivery, order

completeness, and so on. Yet if the company had to spell out every element in detail,

customers would face a huge questionnaire. We must also recognize that two

customers can report being highly satisfied for a different reasons. One may be

easily satisfied most of the times and the other might be hard to please on this

occasion.

Companies should also note that managers and salespersons can manipulate

their rating on the customers on customer satisfaction. They can be especially nice to

customers just before the survey. They can also try to exclude unhappy customers

from the included in the survey.

One of the danger is that if the customer know that the company will go out of

its way to please the customers, some customers may want to express high

dissatisfaction(even if satisfied) in order to receive more concessions.

C.I.M.D.R.Sangli_____________________________________________________________________

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Table No. 1

Occupation Of The Customer

Occupation NO. of respondent Percentage of respondent

Businessman 15 15%

Serviceman 25 25%

Professionals 55 55%

Politicians 5 5%

Total 100 100%

INTERPRETATION:-

Out of the 100 respondents,

1. 55% of the respondents are professionals.2. 25% of the respondents are Servicemen.

3. 15% of the respondents are Businessmen.

4. 5% of the respondents are Politicians.

From the analysis, it is observed that most of the respondents/customers are

professionals like Doctors, Engineers, Lawyers, C.A

Table No.2

C.I.M.D.R.Sangli_____________________________________________________________________

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15%

25%55%

5%

Businesssman serviceman professional politician


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Annual Family Income

Income No. of Respondent Percentage

Below Rs. 4,00,000 12 12%

Between Rs. 4 to 5lacks

52 52%

Above 5 lacks 36 36%

Total 100 100%

INTERPRETATION:-

Out of the 100 respondents

1. 52 respondents have annual income between 4 to 5 lacks.

2. 36 respondents have annual income above 5 lacks.

3. 12 respondents have annual income below 4 lacks. It is observed that

most of the respondents have annual income above 4 lacks. The most

of the customers are high income group people

C.I.M.D.R.Sangli_____________________________________________________________________

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Table No.3

Quality of Cars Of Jaya Hyundai.

Particular NO of Respondent Percentage

Poor 2 2%

Average 35 35%

Satisfactory 53 53%

Ideal/Excellent 10 10%

Total 100 100%

.

INTERPRETATION:-


1. 53% of the respondents say that quality is satisfactory.

2. 35% of the respondents say that quality is average.

3. 10% of the respondents say that quality is excellent/ideal.

4. 2% of the respondents say that quality is poor.

C.I.M.D.R.Sangli_____________________________________________________________________

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Table No.4

Technical Satisfaction of the Customers regarding driving.

Technical satisfaction No. of Respondent Percentage

Yes 85 85%

No 15 15%

Total 100 100%

INTERPRETATION:-


1. 85% respondents say that they are satisfied in all technical and driving

needs.

2. 15% of the respondents say that they are not satisfied in all technical

and driving needs.

It can be inferred that the Hyundai cars are satisfactory and satisfies all the

technical and driving needs of the customers.

C.I.M.D.R.Sangli_____________________________________________________________________

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Table No.5

Frequency of problems of Hyundai Cars.

Frequency NO of respondent Percentage

Rarely 10 10%

Few times 78 78%

Frequently 12 12%

Total 100 100%

INTERPRETATION:-


1. 10% respondents say that rarely problem occurs in their

Hyundai cars.

2. 78% respondents say that few times problems occur in their

cars.

3. 12% respondents say that frequently problem occur in their

Hyundai cars.

It was observed that in Hyundai cars from HMIL the problems are

occurring may be few times in many cases and frequently in few cases.

C.I.M.D.R.Sangli_____________________________________________________________________

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Table No.6

Customers prefer Hyundai Cars because of . .

Particular NO of Respondent Percentage

Luxurious look 15 15%

Quality features 15 15%

Safety 29 29%

Additional features 15 15%

Maintenance and repairing 26 26%

Total 100 100%

INTERPRETATION:-

Out of `100 respondents

1. 29%respondents purchases Hyundai cars because of safety features.

2. 26% respondents purchases Hyundai cars because of minimum maintenance

and repairing.

3. 15% respondents purchases Hyundai cars because of luxurious look.

4. 15% respondents purchases Hyundai cars because of Quality feature

C.I.M.D.R.Sangli_____________________________________________________________________

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5. 15% respondents purchases Hyundai cars because of additional

featurIt is observed that customers purchases Hyundai cars because of safety

features and minimum maintenance and repairing

Table No.7

The Basic Price of the Cars comparing with the

Competitors.

Price NO of Respondent Percentage

Very cheap 2 2%

Economical 7 7%

Almost same 10 10%

Expensive 81 81%

Total 100 100%

INTERPRETATION:-

Out of the 100 respondents,

1. 81% respondents say that Hyundai cars are expensive comparing with the

competitors.

2. 10% respondents say that basic price of Hyundai cars are almost same

comparing with the competitors.

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3. It is observed that Hyundai cars are expensive in the price comparing with the

competitor

Table No.8

Satisfaction of the customers of Hyundai Motors Ltd. Regarding

Warrantee Terms.

Particulars NO of

Respondent

Percentage

Yes 90 90%

No 10 10%

Total 100 100%

INTERPRETATION:


1. 90% respondents say that they are satisfied with the warranty terms offered by

Jaya Hyundai Pvt. Ltd.

C.I.M.D.R.Sangli_____________________________________________________________________

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2. 10% respondents say that they are not satisfied with the warranty terms

offered by Jaya Hyundai Pvt. Ltd.

Table No.9

Model and their Preferences.

Model NO of Respondent Percentage

Santro 25 25%i-10 20 20%

i-20 10 10%

Accent 24 24%

Verna 21 21%

Total 100 100%

INTERPRETATION:-

Out of 100 respondents

1. 25% respondents prefer Santro as their Hyundai car.

2. 20% respondents prefer i-10 as their Hyundai car.C.I.M.D.R.Sangli_____________________________________________________________________

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3. 10% respondents prefer Getz prime as their Hyundai car.

4. 24% respondents prefer Accent as their Hyundai car.

5. 21% respondents prefer Verna as their Hyundai car.

From the analysis, it is observed that Santro,Accent& Verna are more

preferred.

Table No.10

Delivery of cars after confirmation of order by the Customers.

Delivery NO of Respondent Percentage

In time 75 75%Not in time 25 25%

Total 100 100%

INTERPRETATION:-


1. 75% respondents say that they had delivery in time i.e. they are satisfied with

delivery done by the Jaya Hyundai Pvt. Ltd.

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2. 25% respondents say that they did not have delivery in time. i.e. they are not

satisfied with the delivery done by the Jaya Hyundai Pvt. Ltd.

From the analysis it is observed that the delivery done by the Jaya Hyundai is

satisfactory.

Table No.11

Customer Satisfaction regarding the Sales and Services.

Satisfaction NO of Respondent Percentage

Yes 75 75%

No 25 25%

Total 100 100%

INTERPRETATION:-


1. 75% respondents say that they are satisfied with the Sales and service

department of Jaya Hyundai Pvt. Ltd.

2. 25% respondents say that they are not satisfied with the Sales and service

department of Jaya Hyundai Pvt. Ltd.C.I.M.D.R.Sangli_____________________________________________________________________

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From the analysis it is observed that most of the customers are satisfied with

the Sales and service department of Jaya Hyundai Pvt. Ltd.

Table No.12

Customers satisfaction with the complaint handling by the servicing

department.


Yes 85 85%

No 15 15%

Total 100 100%

INTERPRETATION:-


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1. 85% respondents say that they are satisfied with the complaint handling by the

Jaya Hyundai Pvt. Ltd.

2. 15% respondents say that they are not satisfied with the complaint handling by

the Jaya Hyundai Pvt. Ltd.

From the analysis it is observed that complaints handled are effective and

customers are satisfied.

Table No.13

Driving comfortability of the customers.


Yes 85 85%

No 15 15%

Total 100 100%

INTERPRETATION:-

Out of 100 respondentsC.I.M.D.R.Sangli_____________________________________________________________________

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1. 85% respondents say that they feel comfortable while driving.

2. 15% respondents say that they do not feel comfortable while driving.

From the above observation it can be interpreted that most of the

customers feel comfortable while driving.

C.I.M.D.R.Sangli_____________________________________________________________________

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Table No.14

Brand suggestion of the Hyundai customers to their Intimates.

C.I.M.D.R.Sangli_____________________________________________________________________

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Suggestions NO of Respondent PercentageHyundai 60 60%

Tata 20 20%

Maruti-suzuki 10 10%

Mahindra 5 5%

Chevrolet 5 5%

Total 100 100%

Hyundai

60%

tata

20%

MARUTI-

SUZUKI

10%

MAHINDRA

5%

Chevrolet

5%

Other

10%

East


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INTERPRETATATION:-


1. 60% respondents say that if their intimates want to purchase car, they will

suggest the brand Hyundai.


suggest the brand Tata.


suggest the brand Maruti-suzuki.


suggest the brand Mahindra.


suggest the brand Chevrolet.

From the above observation, it can be interpreted that if customers intimates

want to purchase car, they will suggest the brand Hyundai.

C.I.M.D.R.Sangli_____________________________________________________________________

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Table No.15

Qualities that satisfy customers, Rankwise.

(Note: Rank 1 is the highest rank and rank 8 is the lowest rank.)

Satisfaction Parameter Ranking

Luxurious Look 3rd

Speed 6th

Mileage 7th

Safety 1st

Min Maintenance & repairing 2nd

Sales Service 4th

Price 7th

After Sales Services 5th

C.I.M.D.R.Sangli_____________________________________________________________________

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CUSTOMER SATISFACTION INDEX ANALYSI

C.I.M.D.R.Sangli_____________________________________________________________________

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INTERPRETATION:-


Safety features get the first

ranking.

Minimum maintenance and

repairing feature get the second ranking.

Luxurious look ranks third.

Sales services stand out as the

fourth rank holder.

After sales services get the fifth

ranking.

Speed counts for the sixth rank.

Price is the least ranked

(seventh).

Mileage is the very least ranked.

From the above customer satisfaction index, we can interpret that

Hyundai customers are satisfied mostly due to following factors.

1. Safety, minimum maintenance

and repairing and luxurious looks.

2. These are the satisfaction parameters according to their

ranks. These parameters are also considered while purchasing

Hyundai cars. These factors help to understand the buying

behaviour pattern of the customer

C.I.M.D.R.Sangli_____________________________________________________________________

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FINDINGS AND OBERVATION

The most (55%) of the respondents are professionals like

Doctors, Engineers, Advocates, i.e. professionals most prefer Hyundai

cars.

The income of 52% of the respondents is in between 5 to 6

lacks per year. & 36% of the respondents have annual income above 6

lacks. The customers belong to high income group.

Customers are satisfied with the Quality like interiors and look.

In the above case more respondents are saying that it is average,

satisfactory and excellent in quality.

In the Hyundai cars, problems are occurring may be few times

in many cases and frequently in few cases.

The most of the customers purchase Hyundai because of the

Safety features and minimum maintenance and repairing. This help to

know the consumer buying behaviour.

The Basic price of the Hyundai cars comparing with the

competitor is little bit expensive. In the above case more respondents

are saying that Price is somewhat expensive as compared with the

competitors.

25% of the respondents prefer Santro and then after this Accent

& Verna are two most demanding cars in Nanded region. It means

Santro, Accent and Verna are mostly preferred by the customers.

The delivery done by the Jaya Hyundai Pvt.Ltd. is satisfactory.

In the above case most of the respondents are saying that they had the

delivery in time i.e. they are satisfied with the delivery done by the

Jaya Hyundai.

C.I.M.D.R.Sangli_____________________________________________________________________

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Servicing department: 85% of the respondents are satisfied with

servicing department. The most of the customers are satisfied with

servicing department.

The complaints were tackled properly and on time. From theanalysis it is observed that complaints handled are effective and

customers are satisfied.

80% of the respondents feel comfortable while driving. This

feeling makes customer delighted.

85% of the respondents always prefer their Hyundai for the

long drive purpose. The most of the customers prefer their Hyun\dai

for long drive. 53% of the respondents replied that if their intimates want to

buy new four wheeler then they would suggest Hyundai brand.

Maximum scope for the prospective customers.

85 % of the customers are satisfied with look, safety and

minimum maintenance & repairing. The most of the customers are

satisfied with these parameters.

C.I.M.D.R.Sangli_____________________________________________________________________

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SUGGESTIONS

In this era of tough competition in the market it is compulsory for

company to provide some types of facilities to the customers to acquire the

best level of Customer satisfaction.

During this study I came across some points which if consider would

surely enhance the market share and customer satisfaction.

Company should design new and more attractive policies for

credit policies

cash discounts

warranty terms

Company should try to enhance its post sales services as preventive measures.

The preventive maintenance should be monitored on regular basis.

Price features: - as Hyundai cars are more costly as compared to other

competitors, if they want to capture the automobile market, they have

to reduce the price slightly.

For Santro: - Power windows are needed.

For i-10, more power in c.c. is needed and for verna inbuilt spoiler is

needed

For Accent: - inbuilt LPG gas kit & music system is required.

Late service, loose delivery and unviability of spare parts should be

avoided. The quick, fast and timely service facility is to be maintained

Free check-up camps, more free servicing and extended warranty are

needed to attract more customer

We found that promotion greatly affect the market,so in my opinion

company should promot its product regularly by making new and

people attracting promotional strategies to increase its sale.

Personal touch with the customers: Asking the customer to come

regularly for servicing even after the warrenty period.

Educating the customers:Jaya Hyundai should educate the customer

about the maintenance of vehileC.I.M.D.R.Sangli_____________________________________________________________________

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CONCLUSION

The research project was fruitful experience. It enables to come across the

different opinion of the customer about the Jaya Hyundai Pvt. Ltd. In the context of

Price, Quality, Service Back up, maintenance and safety. It was possible to understand

the level of Customer Satisfaction factors which influenced the Buying behaviour for

Hyundai four wheelers.

Keeping in mind the findings of the study, the following are the conclusions

The project also deals with the practical aspects of Customer satisfaction and

the factors which influenced buying behaviour for Hyundai cars.It was also found out that Jaya Hyundai Pvt. Ltd. Is providing Satisfaction to the

customers through maintenance, Quality, safety but Customers are not much satisfied

with the Mileage so the company has to take efforts to improve itself and move

forward successfully.

The study reveals that more attention should be paid on the professionals like

Doctors, Engineers, Advocates and C.A.s as they are the target customers.

As the Hyundai cars are slightly high priced, in order to capture theautomobile market, they must reduce the price slightly up to 10%.

The company should satisfy or even delight the customers with its product

quality like interiors and look and after sales services like warranty &

servicing so that they can capture most of the market.

Company should try to enhance its post sales services as preventive measures

for maximising the satisfaction level.

Company should design new and attractive offers as well as policies such aswarranty so as to satisfy the existing customers and to attract the prospective

customers

Free check-up camps, more free servicing and extended warranty are needed

to attract more customer

The Hyundai cars are showing good response, future demand is going

to rise in the market. So company should try to make the cars more demand

C.I.M.D.R.Sangli_____________________________________________________________________

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oriented like more mileage providing & reduced pricing. So that it can

compete with the competitors in the market.

BIBLIOGRAPHY

BOOKS

Philip Kotler: Marketing Management prentice hall of India Pvt. Ltd.

Kothari C.R.: Research Methodology Vishwa Publication, New

Delhi.

Sharma D.D.: Marketing Research Sultan Chand son, New Delhi.

WEBSITES

www.tata-motors.com

www.tata nana.co.in

www.google.com

MAGAZINES AND OTHERS:-

Monthly Tata Magazine:- ON THE MOVE.

Product Brochures.

Annual reports or magazines of Tata Motor India Limited.

Auto India Magazine

C.I.M.D.R.Sangli_____________________________________________________________________

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http://www.tata-motors.com/http://www.google.com/http://www.tata-motors.com/http://www.google.com/


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QUESTIONNAIRE

PERSONAL INFORMATION:-

Name:

Age: - sex:-m/f:-

1) What is your occupation?

a) Businessman

b) Serviceman

c) Professionals:-a) dr. b) Eng. c) advocate d) C.A.s

d) Politicians.2) What is your annual family income?

a)


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6) Why did you purchase Hyundai?

a) luxurious look

b) quality features

c) safety

d) additional features

e) min maintenance & repairing

7) The basic price of the cars comparing with the Competitor is?

a)Very cheap

b) Economic

c) Almost same

d) Expensive.

8) Are you satisfied with the warranty terms offered by the Hyundai motors India

Ltd.?

a) Yes b) No.

9) Which model would you prefer?

a) Santro

b) i-10

c) i-20

d) Accent

e) Verna

10) Delivery of cars after confirmation of order by you?

a) In time

b) Not in time.

11) Are you satisfied with the Sales & Service department of Jaya Hyundai?

C.I.M.D.R.Sangli_____________________________________________________________________

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a) Yes. Give reason b) No, Give reason

12) Are you satisfied with the complaint handling by the servicing department?

a) Yes b) No.

13) Do you feel comfortable while driving?

a) Yes

b) No

14) If your intimates want to buy 4 wheeler, which brand would you suggest?

a) Hyundai

b) Tata

c) Maruti-suzuki

d) Mahindra

e) Cshevrolet

f) Toyota

15) Which qualities of car made you satisfied? Rank them from 1 to 8.

a) Luxurious look ( )

b) Speed ( )

c) Mileage ( )

d) Safety ( )

e) Min maintenance & repairing ( )

f) Sales service ( )

g) Price ( )

h) After sales services ( )

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