customer satisfaction at hyundai _2010

A

A

PROJECT REPORTON

CUSTOMER SATISFACTION

IN

SUBMITTED TO:UTTAR PRADESH TECHNICAL UNIVERSITY, LUCKNOWFOR THE PURSUING THE DEGREE OFMASTER OF BUSINESS ADMINISSTRATION(2009-11)UNDER SUPERVISION OF:

SUBMITTED BY:MR. AMIT K.GANGAL

HUMAYUN SAGEER (H.O.D)

Roll NO - 0933070014 M.B.A MARKETING

MS. SHRUTI TYAGI

SIET, GAZIABAD

SARASWATI INSTITUTE OF ENGINEERING & TECHNOLOGY (AFFILIATED TO UTTAR PRADESH TECHNICAL UNIVERSITY)

(LUCKNOW 2009-11)

ACKNOWLEDGEMENT

As a student, a lot of guidance is needed to me for preparing this report. I am very grateful to of Hyundai Motor India Limited without whose guidance and help the Last but not the least I would like to thanks to Mr. Amit K. Gangal (HOD) and Ms. Shruti Tyagi, Faculty of M.B.A. without whose feedback and encouragement this project would not have been possible. Their help has gone a long way in successful completion of my project. research would never been possible.

I am also indebted to number of consumers for sharing their insight and experiences with me.

I would like to thank colleagues and friends from SARASWATI INSTITUTE OF ENGINEERING & TECHNOLOGY, Ghaziabad and elsewhere for their help and assistance in the compilation of this work.

At last but not least, I would like to thanks all those who directly or indirectly helped me to prepare this project report.

HUMAYUN SAGEER DECLARATION

I HUMAYUN SAGEER S/o. Shri BABAR ALI pursuing Master Of Business Administration (MBA) 2nd year from Saraswati institute of engineering & technology, Ghaziabad in session 2009-2011. I Hereby Declare That This summer training Research Project report titled CUSTOMER SATISFACTION ON HYUNDAI MOTORS is the outcome of my own effort at Reliance Life Insurance organization under the guidance of Mrs. Neha Rastogi (HR-Manager). The same report has not been submitted earlier to any institute/University for awarding the any degree/diploma of Master of Business Administration are any other professional course. if there will be any violation of IPR than i will be solely responsible to that and in institute/ university has right to cancelled my degree.

Date Place : SIET,GHAZIABAD SIGNATURE IN FULL

HUMAYUN SAGEER Roll No: 0933070014TABLE OF CONTENSTTitle

Acknowledgement

Declaration

Organization Certificate

College certificate

Part 1:

About Customer Satisfaction

Introduction of organization

Brief history of the organization

Organization Performance

Organization products/services

Major challenges of the organization

Part 2:

Introduction of problem

Object of study

Literature review

Scope of study

Research Methodology

Data Presentation

Results & Findings

Suggestion

Limitation

Conclusion

Part 3:

Bibliography

Annexure

ABOUT CUSTOMER SATISFACTION:

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four 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.[1]However, 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.A. Introduction

Although companies conduct customer satisfaction research for various reasons, the overall goal is to help them stay as close to their customers as humanly possible.60 Many leading edge companies and research firms focus on obtaining useful feedback from customers and clients and converting it into actionable steps to improve their performance. Some want feedback from customers about existing or new products and services. Others want to know how to target their resources on issues of concern to customers. Still others want to demonstrate a commitment to listening to their customers. As a by-product, customer feedback can provide actual examples of good and bad practices for employee training and continuous improvement efforts. The organizations objectives define what it wants to learn from customers and guides how the information is collected. Experts advise that first defining measurable objectives will allow organizations to learn the effectiveness of your survey, and it will help you in reinvesting the information you learned.62 In general, the research focus is how reliably the organization fulfills customer satisfaction and what can be done to improve. The most active verb when you speak in the vocabulary of customer satisfaction is to improve. How frequently an organization measures customer satisfaction depends on the nature of its service and what it wants to gain. For instance, if customers make daily decisions about the services offered, frequent measurement is appropriate. Many consumer product and service companies need this type of day-to-day or weekly information.

The National Performance Review (NPR) found that best-in-business organizations solicit feedback from customers before, during, and after service. The methods chosen for measuring customer satisfaction depend on customer characteristics, time availability, costs, and the information an organization hopes to gather. Many of the top performing companies identified by the NPR used sophisticated market research techniques: Feedback was obtained through customer focus groups, customer usage and attitude surveys, supplier and partner surveys, and detailed telephone, mail, and personal interviews. In one case, thousands of customer surveys were mailed out each week. Another company maintained a detailed database containing all pertinent facts about its customers requirements.65 Common methods of gathering customer satisfaction information in the commercial world include 1-800 numbers, comment cards, telephone surveys, mail-based surveys, focus groups, group interviews, and direct contact between customers and employees. Recently, online surveysthrough pop-up windows, links, or email invitationshave become popular with many companies. Each method or combination of methods has advantages and disadvantages. This section describes five strategies for customer satisfaction research an improvement . Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers.[2] Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an 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 factors the customer, such as other products against which the customer can compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L)[3] between 1985 and 1988 delivered SERVQUAL which 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 researcher with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation.

The usual measures of customer satisfaction involve a survey

HYPERLINK "http://en.wikipedia.org/wiki/Customer_satisfaction" \l "cite_note-3"[4] with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured.

Methodologies

This section may contain excessive, poor or irrelevant examples. You can improve the article by adding more descriptive text. See Wikipedia's guide to writing better articles for further suggestions. (March 2009)

American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction. Academic research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption Expenditure (PCE) growth. On the microeconomic level, research has shown that ACSI data predicts stock market performance, both for market indices and for individually traded companies. Increasing ACSI scores has been shown to predict loyalty, word-of-mouth recommendations, and purchase behavior. The ACSI measures customer satisfaction annually for more than 200 companies in 43 industries and 10 economic sectors. In addition to quarterly reports, the ACSI methodology can be applied to private sector companies and government agencies in order to improve loyalty and purchase intent. Two companies have been licensed to apply the methodology of the ACSI for both the private and public sector: CFI Group, Inc. applies the methodology of the ACSI offline, and Foresee Results applies the ACSI to websites and other online initiatives. ASCI scores have also been calculated by independent researchers, for example, for the mobile phones sector,[5] higher education,[6] and electronic mail.[7]The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product attributes which are perceived to be important to customers. Kano also produced a methodology for mapping consumer responses to questionnaires onto his model.

INTRODUCTION

Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company, South Korea and is the second largest car manufacturer and the largest passenger car exporter from India. HMIL presently markets 34 variants of passenger cars across seven models. The Santro in the B segment, the Getz Prime, i10 and the Premium hatchback i20 in the B+ segment, the Accent and the Verna in the C segment, the Sonata Transform in the E segment and the Tucson in the SUV segment.Hyundai Motor India Ltd, continuing with its tradition of being the fastest growing passenger car manufacturer, registered total sales of 489,328 vehicles in the calendar year (CY) 2008, an increase of 49.6 percent over CY 2009. In the domestic market it clocked a growth of 22.4 percent with 245387 units in 2010, while overseas sales grew by 92.5 percent, with exports accounting for 243,931 units in 2009 SHAPE \* MERGEFORMAT

HMIL's fully integrated state-of-the-art manufacturing plant near Chennai boasts of the most advanced production, quality and testing capabilities in the country. In continuation of its commitment to provide the Indian customer with global technology, HMIL commissioned its second plant in February 2010 which produces an additional 300,000 units per annum, raising HMIL's total production capacity to 600,000 units per annum.

HMIL has invested to expand capacity in line with its positioning as HMC's global export hub for compact cars. Apart from the expansion of production capacity, HMIL currently has 272 strong dealer networks across India, which will be further bolstered in 2010.

In 2008, HMIL also successfully completed 10 glorious years of operations in India and to commemorate its achievements, initiated a unique trans-continental drive from Delhi to Paris in two of its hugely popular i10 Kappa cars. The drive created automobile history by completing a distance of 10,000km in just 17 days after which the i10s were showcased at the Paris Motor Show in October. In fact it was at the Paris Motor Show that HMIL first unveiled the Hyundai i20 and the car received a phenomenal response from the auto enthusiasts across the world. Hyundai Motor India also accomplished the landmark of producing the fastest 20th lakh cars in India in 2008.

Like 2009, the year 2010 had also been a significant year for Hyundai Motor India. It achieved a significant milestone by rolling out the fastest 400,000th export car. Hyundai exported to over 95 countries globally; even as it plans to continue its thrust in existing export markets, it is gearing up to step up its foray into new markets. 2007 also saw the launch of the i10 and yet another path-breaking record in its young journey by rolling out the fastest 1,500,000th car.

Hyundai's new model i10 made a clean sweep of all the 'Car of the Year 2008' awards from the leading automotive magazines and TV channels like BS Motoring, CNBC-TV18 AutoCar, NDTV Profit Car & Bike India and Overdrive magazine. The i10 was also the choice of the discerning automotive media of the country as they conferred the prestigious 'Indian Car of the Year' (ICOTY) award to the i10 as well.

The Santro and the Accent also received the 'TNS Voice of the Customer - 2008' award for the Premium Compact Car (Santro) and the Entry Mid size Car (Accent). In March 2008 it achieved yet another milestone by rolling out the fastest 500,000th export car. In 2007, the Hyundai Verna had also bagged some of the most prestigious awards starting with the Overdrive magazines Car of the Year 2007, the Best Mid-size Car of the Year award from NDTV Profit Car & Bike India, the Best Value for Money Car from CNBC Autocar and 'Performance Car of the Year' from Business Standard Motoring.Hyundai cars have been a favorite at all awards ceremonies and has won many awards. The Sonata Embera won the 'Executive Car of The Year 2006' award from Business Standard Motoring magazine and NDTV Profit Car & Bike India had declared the Tucson as the 'SUV of The Year 2006'.

Not only this, HMIL has also been awarded the benchmark ISO 14001 certification for its sustainable environment management practices.

Quality. Brand power. These are the two priorities for Hyundai Motor Company as it prepares for the future. No longer content to follow and learn, Hyundai is now seeking to lead the motor industry in shaping the evolution of motor vehicles. With Hyundai's publicly stated goal of becoming one of the top five carmakers in the world by 2010, the Hyundai brand will require careful repositioning. Management realizes that achieving this goal will require strong determination, resolve but, above all, stronger public confidence in the Hyundai name.

It will also carry with it a new set of responsibilities, such as greater transparency in management and the environmental, social and economic facets of sustainable development. By publicly announcing a new global environment management body last year, Hyundai reiterated its commitment to leadership in the social sphere. Hyundai reinforced its place as a top-rated carmaker by winning the 2003 Global Automotive Shareholder Value Award presented by PriceWaterhouse Coopers and Automotive News. And for the second consecutive year, Hyundai captured top honors in the Consumers Satisfaction Survey conducted by J.D. Power and Associates which also rated the Hyundai Sonata first in its 2002 and 2003 Initial Quality Survey.

By active implementation of four management policies in 2004, Hyundai will accelerate the speed of development. First, Hyundai will step up global management by establishing local support systems across the globe to maintain momentum as a growing global player, expand overseas manufacturing bases and raise R&D capabilities above the industry standard. Secondly, by repositioning its brand identity to be known as a maker of refined and elegant automobiles Hyundai will enhance its brand value. And by improving its product development system Hyundai will maximize the company is value.

Thirdly, Hyundai will maintain its sustainable management capabilities. Hyundai will devote itself to fulfilling social responsibilities as a global carmaker by development safer and more environmentally friendly vehicles while respecting fundamental values, striving for ethical management and expanding contributions to social causes.

Lastly, Hyundai will attach greater importance to human resources. We will expand the recruitment of engineers and global specialists multi-lingual talented individuals who are at home anywhere in the world.

Hyundai Motor will reinforce its position of strength and confidence by continually improving its management capabilities.

And by promoting the development of national and international co-prosperity, the company will raise its net value.SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer[8]) to indicate the gap between customer expectations and experience.

J.D. Power and Associates provides another measure of customer satisfaction, known for its top-box approach and automotive industry rankings. J.D. Power and Associates' marketing research consists primarily of consumer surveys and is publicly known for the value of its product awards.

Other research and consulting firms have customer satisfaction solutions as well. These include A.T. Kearney's Customer Satisfaction Audit process,[9] which incorporates the Stages of Excellence framework and which helps define a companys status against eight critically identified dimensions.

For Business to Business (B2B) surveys there is the InfoQuest box[1]. This has been used internationally since 1989 on more than 110,000 surveys (Nov '09) with an average response rate of 72.74%. The box is targeted at "the most important" customers and avoids the need for a blanket survey.

BRIEF HISTORY OF HYUNDAI MOTOR COMPANY

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 on a consolidated-basis and US$32.8 billion on a non-consolidated basis. Hyundai vehicles are sold in 193 countries through some 6,000 dealerships and showrooms.

Hyundai is expanding its globalization efforts with fresh investments in China, the United States and Turkey, apart from India. It has emerged as one of the largest car manufacturers in the world and is currently positioned at fifth rank globally. The goal is to surge into the global top 3 by 2010.

ORGANISATION PERFORMANCE

HMIL gets CSR award from Tamil Nadu Deputy Chief Minister Mr. M. K. Stalin

Hyundai i10 wins 'Small Family Favourite Car Award' by CarWale.com

Hyundai i20 wins the Viewers Choice Award at the Overdrive CNBC TV 18 Awards 2010.

Hyundai Motor India Ltd wins the award for Customer Service at the Apollo Auto India Best Brand Awards 2010.

Hyundai i20 wins the Design of the Year award at the NDTV Profit Car & Bike Awards 2010.

Hyundai i10 brand ambassador Shahrukh Khan wins the Brand Ambassador of the Year award at NDTV Profit Car & Bike Awards 2010.

Organization ProductsHMIL presently markets over 34 variants of passenger cars across seven models, the Santro, i10 and Getz in the B segment, the Accent in the C segment, the Verna in the D segment, t Sonata in the E segment and the Tucson in the SUV segment. Recently it has introduced i-20 in B+ segment.Santro

Standard Features

Santro

Non-ACGLGLS

Fuel OptionPetrolSSS

LPG-SS

CNG* SSS

Safety & SecurityChild-Safety Rear Door LocksSSS

Dual Side Impact BeamsSSS

Seat Belts - Front & RearSSS

Energy Absorbing Steering Column / CollapsibleSSS

Day & Night Inside Rear View Mirror-SS

Central Locking--S

Self Locking DoorsSSS

ExteriorClear Headlamps & Tail lampsSSS

ORVM - Passenger Side-SS

Tinted Glass-SS

Body Colour Bumper--S

Detachable Bumper Insert MouldingSSS

Waistline Moulding--S

Body Colour Radiator GrilleSSS

Rear Spoiler--S

Full Wheel Cover--S

Interior2 Tone Beige & Brown Interior Key colourSSS

B & C Pillar TrimsSSS

Rear Parcel Tray-SS

Front Speaker Grille on DashboardSSS

Rear Speaker GrilleSSS

Ash TraySSS

Front Map LampSSS

Silver Finish Centre Console & AC VentsSSS

Cup holdersSSS

Driver side Front Door Map Pocket--S

Door Trim with Fabric Insert--S

SeatingSeating Capacity555

Rear Seat Double FoldingSSS

Sporty Front SeatsSSS

Integrated Rear Seat Head RestraintsSSS

Beige & Brown Seat Upholstery-SS

Comfort & ConvenienceA/C-SS

HeaterSSS

Trip meter / OdometerSSS

Low Fuel Warning LampSSS

Power Steering-SS

Internally Adjustable ORVMs--S

Power Windows Front--S

Remote Fuel Lid OpenerSSS

Remote Tail Gate ReleaseSSS

Intermittent Front Wiper & WasherSSS

Technical specification

SANTRO

1.1 L Petrol

DIMENSIONSOverall Length (mm)3,565

Overall Width (mm)1,525

Overall Height (mm)1,590

Wheelbase (mm)2,380

Front Track (mm)1,315

Rear Track (mm)1,300

Min. Turning Radius (m)4.4

Seating Capacity5 Persons

Fuel Tank capacity (litre)35

ENGINEDisplacement (cc)1,086

Maximum Power (Ps / rpm)63 / 5,500

Maximum Torque (Kgm / rpm)9.8 / 3000

TRANSMISSIONType5-Speed Manual with overdrive in 4th and 5th

SUSPENSIONFrontMc Pherson Strut with Coil Spring

RearTorsion Beam Axle with Coil Spring

BRAKESFrontVentilated Disc

RearSelf Adjusting Drum

TYRESize155/70 R13, Tubeless Radial

DESIGN:

The new Santro Xing sports stunning design changes which include refreshing exteriors and new look luxurious interiors. The new front radiator grille, the full wheel cover and the rear spoiler makes the new Santro Xing aesthetically more appealing and sporty. With metallic touches at multiple locations and plush new two tone beige and brown color scheme, the new Santro Xing adds elegance and style to the existing great looks. ENGINEERING:

ENGINE:

The Hyundai Santro is powered by the advanced Hyundai Epsilon engine. Employing a patented cylinder head design with dual inlet valves, tumble ports and pent roof combustion chamber, this engine produces incredible power at a much lower rpm compared to any other car in its category. With its unique engine management the computer continuously sensing what's happening inside the engine, to constantly monitoring the engine performance, makes it amazingly responsive to your touch and feel.

Developed to exacting global specifications at its fully integrated manufacturing plant near Chennai, the new Hyundai 12V SOHC, inline 4 cylinders, 1086cc Epsilon engine fired by a Distributor less Ignition System (DLI), delivering an amazing 63Ps of power at 5500rpm and an impressive torque is 9.8 kgm at 3000 rpm.

The revolutionary DLI System does away with the distributor that wears away and needs periodic replacement, thereby significantly reducing maintenance cost. The DLI system also allows for more precise control of spark timing resulting in improved fuel efficiency, reduced emission and increased power.

The multi-point fuel injection system along with dual intake valves meters the exact amount of fuel that your engine needs while a Knock Sensor takes care of varying Indian fuel quality.

All these advanced features make the Santro surprisingly fuel efficient and guarantees an engine efficiency that surpasses Euro II norms.

I-10

Standard Feature1.1 Irde1.1/1.21.2 Kappa

D-LiteEraMagnaSportzAsta

EXTERIORClear Headlamps & Rear Combination LampSSSSS

Outside Rear View MirrorSSSSS

Tinted GlassSSSSS

Body Colored ORVM--SSS

Body Coloured Bumper-SSSS

Body Coloured Side Door Handles--SSS

Body Coloured Tail Gate Handle--SSS

Waistline Moulding--SSS

Radiator GrilleSilver FinishChromeChromeChromeChrome

Rear Spoiler with HMSL---SS

Full Wheel Cover--SSS

Sunroof----O

1.1 Irde1.1/1.21.2 Kappa


INTERIORDual Tone Beige Interior Key colourSSSSS

Moulded Fr & RR Door Trim w/ Speaker ProvisionSSSSS

Rear Parcel Tray--SSS

Deluxe Front Room LampSSSSS

Cup holdersSSSSS

Front Door Map Pocket-SSSS

Front Door Full Size Arm Rest-SSSS

Rear Door Full Size Arm Rest--SSS

Driver/Co Driver Seat Back Pocket---SS

Metal Finish Inside Door Handles---SS

Steering Wheel - Leather Wrapped----S

Gear Shift Knob - Leather Wrapped----S

Parking Lever Grip - Leather Wrapped----S

Red Sportz Pack---O*-

1.1 iRDE1.1/1.21.2 Kappa


INSTRUMENT PANELTachometer--SSS

Electronic Trip meterSSSSS

Electronic OdometerSSSSS

Digital Clock--SSS

Low Fuel Warning LampSSSSS

Door & Tailgate Ajar Warning---SS

Seat Belt Warning--SSS

Ignition key reminder----S

Battery Saver----S

1.1 iRDE1.1/1.21.2 Kappa


i-Relax Front SeatsSSSSS

Front Power Windows-SSSS

Rear Power Windows with Child Lock--SSS

COMFORT & CONVENIENCEDriver side Front Power Window with Autodown and Illumination--SSS

Air Conditioner with HeaterSSSSS

4 Speed BlowerSS-SS

Motor Driven (Electronic) Power Steering-SSSS

Tilt Steering--SSS

Folding type Rear SeatSSSSS

Internally Adjustable ORVMsSSSSS

Foldable Assist GripsSSSSS

Remote Fuel Lid OpenerSSSSS

Seat Belt Hook cavitySSSSS

Rear Wiper & Washer---SS

Defogger Rear---SS

Passenger Vanity Mirror-SSSS

Driver Vanity Mirror---SS

Boot/Luggage Lamp---SS

2 DIN Music System(Radio+CD+MP3) with digital clock display---SS

4 Speakers---SS

Roof Antenna---SS

Automatic Transmission--O***OO**

1.1 iRDE1.1/1.21.2 Kappa


RHD ControlsSSSSS

SAFETY & SECURITYInside Rr View Mirror (Day & Night)-SSSS

Central Locking (5 Doors)-SSSS

Keyless Entry (Key Type)----S

Front - Fog Lamps----S

ABS----S

Seatbelt Pretensioners----S

Impact Sensing Auto Door Unlocking----S

Dual Airbags----S

Technical SpecificationITEMS1.1 iRDE1.2 Kappa

DIMENSIONS

Overall Length (mm)3565

Overall Width (mm)1595

Overall Height (mm)1550

Wheelbase (mm)2380

Ground Clearance (mm)165

Front Track (mm)1400

Rear Track (mm)1385

Fuel Tank capacity (l)35

ENGINE

1.1 iRDE1.2 Kappa

No.of cylinders4

No. of valves1216

Valvetrain (type) (SOHC / DOHC)SOHCDOHC

Displacement (cc)10861197

Maximum Power (Ps/rpm)66.6/550080/5200

Maximum Torque (Kgm/rpm)10.1/280011.4/4000

TRANSMISSION

TypeManualSS

Automatic-O*

SUSPENSION

Front SuspensionMc Pherson Strut with Stabilizer bar

Rear SuspensionCoupled Torsion Beam Axle with Coil Spring

BRAKES

FrontVentilated Disc

RearDrum

TYRE

Size155/80 R13

Getz

Standard Features

Standard FeaturesGetz

1.1 Petrol1.3 Petrol

GLEGVSGVS OptionGLSGLX

Safety & SecurityChild-Safety Rr Door LocksSSSSS

HMSLSSSSS

Dual HornSSSSS

Day & Night Inside Rear View MirrorSSSSS

Central Locking (5 Door)-SSSS

Clutch LockSSSSS

Front - Fog Lamps---SS

ABS----S

Headlamp Levelling DeviceSSSSS

RHD ControlsSSSSS

ExteriorBoth Side ORVMsSSSSS

Tinted GlassSSSSS

Body Colour ORVMs---SS

Body Colour BumperSSSSS

Body Colour Side Door Handles---SS

Body Colour Rear GarnishSSSSS

Detachable Insert - Bumper MouldingSSSSS

Waistline MouldingSSSSS

Rear Spoiler with HMSL--SSS

Wheel CoverHub CapHub CapFullFullAlloy Wheel

Alloy Wheels----S

B & C Pillar TrimsSSSSS

2 Tone Beige InteriorSSSSS

Rear Parcel TraySSSSS

Wooden Centre console-SSSS

Map Pocket - Frnt DoorSSSSS

Front Door Full Size Arm RestSSSSS

Rear Door Full Size Arm RestSSSSS

Door Trim with Fabric Insert-SSSS

Centre Console TraySSSSS

Luggage Compartment side traySSSSS

TGS Knob - Metal FinishSSSSS

Foldable Assist GripsSSSSS

Instrument PanelTachometerSSSSS

Electronic TripmeterSSSSS

Digital ClockSSSSS

Low Fuel WarningSSSSS

Door Ajar WarningSSSSS

Tailgate Ajar Warning---SS

SeatingSeating Capacity55555

Rear Seat Double FoldingSSSSS

60:40 Split in rear BackrestSSSSS

Driver Seat Armrest---SS

Reclining Rr Seat Back RestSSSSS

Cloth UpholsterySemiSemiSemiFullFull

Comfort & ConvenienceA/CSSSSS

HeaterSSSSS

Blower Speed44444

Power SteeringSSSSS

Tilt SteeringSSSSS

Internally Adjustable ORVMsSSSSS

Front & Rear Power Windows-SSSS

Remote Fuel Lid OpenerSSSSS

Clutch Foot RestSSSSS

Rear Wiper & Washer---SS

Rear Defogger---SS

Variable Intermittent Front Wiper & WasherSSSSS

Vanity Mirror - Co-Driver sideSSSSS

Power OutletSSSSS

Roof AntennaSSSSS

Technical Features

Getz Prime

1.1 L PL1.3 L PL

DIMENSIONSOverall Length (mm)3825



Wheelbase (mm)2455



Rear Track (mm) 1440

Kerb Weight (Kg)9951012-1033

Fuel Tank Capacity (L)45

ENGINENo. of Cylinders4


Maximum Power (Ps/rpm)66.6/550082.9/5500

Max. Torque (kgm/rpm)10.4/320011.8/3200

SUSPENSIONFront SuspensionMc Pherson Strut with Torsion bar & coil spring

Rear SuspensionDependent Torsion beam axle & coil spring

BRAKESFrontDiscs

RearDrum

TYRESSize155/80R13 (GLE, GVS)175/70R13 (GLS)

175/70R13 (GVS Option)175/65R14 (GLX)

DESIGN

Inside and out, the GETZ represents an ideal blend of form and functionality. Its unique and attractive design has been quick to steal the glances on all the roads where it has made its appearance. With a fresh new Euro- Chic styling, thoughtfully designed interiors and a refined 1.3L SOHC engine, its all set to give you your first global driving experience. ENGINEERING

ENGINE

1.3-litre petrol-The awesome refined 1.3L SOHC provides the Getz Prime with unmatched power while taking care not to compromise on fuel economy. So wherever in the world you drive, you rest assured that you will get a solid drive thats also easy on your pocket. Another reason why its a world favorite.

1.1-litre petrol-To enhance your choice the proven powerful, fuel efficient eRLX engine, remapped to deliver even better performance characteristics, is now available on Getz PrimeTRANSMISSION

Getz offers the standard 5 speed manual transmission which gives an improved shift feel and requires lesser shifting effort and lesser gear sticking. This transmission is ideal for a car in this segment in Indian road conditions.

I-20

Standard FeatureENGINE & TRIM PLAN

1.2 Kappa PL1.4 CRDi1.4 Gamma - PL (AT)

SAFETY & SECURITY

Day & Night Inside Rear View MirrorSSS

RHD (Right Hand Drive) ControlsSSS

3 point rear centre seat beltSSS

Central Locking (5 DR CLS)SSS

Ignition Key Reminder - CLS disabledSSS

ImmobiliserSSS

Impact sensing auto door unlockSSS

Fog Lamps (Rear)SSS

Fog Lamps (Front)-SS

ABS with EBDDSL onlySS

Dual Airbags (Front)-SS

PAB (Passenger Airbag) ON/OFF Switch-SS

Front Seat belt Pretensioners-SS

Side & Curtain Airbags (4 air bags)--S

EXTERIOR

Wraparound Clear lens headlamps & tail lampsSSS

Body Coloured BumpersSSS

Body Coloured Outside MirrorsSSS

Body Coloured Outside Door & Tailgate HandlesSSS

Body Coloured Radiator GrilleSSS

Roof AntennaSSS

Full Wheel CoversS--

Alloy Wheels-SS

Sunroof--S

Tyre size175/70 R14185/65 R14185/65 R14

INTERIOR

2 Tone Beige Interior ColourSSS

Full Fabric Cloth UpholsterySSS

Chrome finish Inside Door HandlesSSS

Theatre dimming room lampSSS

Map Pockets - Front DoorsSSS

Centre Console Multi-purpose storage boxSSS

Floor console trays (2 nos.)SSS

Cup-holders (2) & Bottle holderSSS

Passenger Side Seat Back PocketSSS

Rear Parcel TraySSS

Coat HookSSS

Luggage hooks (2 nos. in trunk)SSS

Leather Wrapped Steering Wheel-SS

Metallic Insert in Steering Wheel-SS

Leather & Chrome finish Gear Knob-SS

Front map lamps--S

COMFORT & CONVENIENCE

Air Conditioner with HeaterManualFATCFATC

AC vents with shut off option (front)SSS

Glove Box CoolingSSS

Rear AC Cooling DuctsSSS

Electronic Power steering (MDPS)SSS

Tilt & Telescopic SteeringSSS

Power Windows - Front & rearSSS

Power Window Switches

Driver Side AutodownSSS

Driver Side SafetySSS

IlluminationSSS

TimelagSSS

60:40 Split Rear Seat with Flat folding facilitySSS

Height Adjustable Headrests - Front & RearSSS

Front & Rear Door Full Size ArmrestsSSS

Clutch FootrestSSS

Rear Defogger with timerSSS

Battery SaverSSS

Cigar LighterSSS

Portable AshtraySSS

Luggage LampSSS

Internally Adjustable ORVMsS--

Electrically Adjustable ORVMs-SS

Electrically Folding ORVMs-SS

Height Adjustable Driver Seat-SS

Keyless Entry with Folding Key-SS

Rear Wiper & Washer-SS

AUDIO

In-dash 2 DIN CD+MP3 Music SystemSSS

4 Speakers & 2 Front tweetersSSS

Audio Inputs - Auxillary & USBAux onlyAux + USBAux + USB

Steering Audio Remote-SS

INSTRUMENT PANEL / CENTRE FASCIA DISPLAY

TachometerSSS

Low Fuel Warning lampSSS

Door & Tailgate Ajar Warning lampsSSS

Electronic Multi display Meter

Audio displaySSS

Dual Trip meterSSS

Driving TimeSSS

Digital ClockSSS

CalendarSSS

Outside TemperatureSSS

Driver Seat Belt Warning - lamp & chimeSSS

Seat Belt Warning (other 4 seats)-SS

Passenger Airbag On/ Off display-SS

Technical Features

ITEMS1.2 Kappa PL1.4 CRDi1.4 Gamma

PL (AT)

DIMENSIONS

Overall Length (mm)3940



Wheelbase (mm)2525


Rear Track (mm)1503

Fuel Tank capacity (litres)454545

ENGINE

No. of cylinders444

No. of valves161616

Valvetrain (type) (SOHC / DOHC)DOHC

Displacement (CC)119713961396

Maximum Power (Ps / rpm)80/520090/ 4000100/ 5500

Maximum Torque (kgm / rpm)11.4/400022.4/ 1750~275013.9/ 4200

TRANSMISSION

Type (MT/AT)5-speed M/T5-speed M/T4-speed A/T

SUSPENSION

Front SuspensionMc Pherson Strut with Gas shock absorber

Rear SuspensionCouple Torsion Beam Axle with Gas shock absorber

Shock AbsorbersGas-filled, Telescopic Dual acting type

BRAKES

Front14" Disc14" Disc14" Disc

Rear8" Drum14" Disc14" Disc

TYRE

Tubeless tyres, Size175/70 R14175/70 R14185/65 R14

185/65 R14185/65 R14

Accent

Standard Features

Accent

Executive

Dimension & WeightOverall Length (mm)4250



Wheelbase (mm)2440



Rear Track (mm)1425

Fuel tank Capacity (L)45

Engine

No. of Cylinder4

Displacement (CC)1495

PerformanceMax. Power (Ps/rpm)95/5500

Max. Torque (Kgf-m / rpm)12.7/3500

Transmission

Transmission5 Speed Manual

Suspension

Front SuspensionMac pherson strut with coil spring & stabilizer bar

Rear SuspensionDual link with coil spring & anti roll bar

Steering

TypePower assisted rack & pinion

BrakesFrontVentilated Disc

Rearself adjusting drums

TyresType175/70 R 13

Design

Hyundai Accent has been designed keeping in mind your expectations from a true luxury sedan. With its smooth blend of design, a zippy responsive engine and well appointed interiors, the Accent sure packs a lot more thrill into your driving. Accent offers all that a mid-sized sedan can pack and more.EngineModel Designation2.4 VTVT2.0 CRDiVGT2.0 CRDiVGT

No. of Cylinders4-Cylinder

Fuel systemMPFICRDiCRDi


Transmission5 - Speed Manual6 - Speed Manual4 - Speed H-Matic

PerformanceMax. Horsepower (Ps/rpm)175/6000150/3850150/3850

Max. Torque (kg m/rpm)23.8/400032.1/200032.1/2000

SuspensionFront SuspensionIndependent Double Wishbone with coil spring and gas shock absorber and antiroll bar

Rear SuspensionFully independent Multi-link with coil springs, Gas shock absorber and anti-roll bar

SteeringSteering SystemRack & Pinion

Hydraulic Power AssistedStandard

BrakesFront / Rear BrakesVentilated Disc / Solid Disc

ABS with EBDYes

WheelsTypeAlloy

Wheels6.5 J X 16

Tyres215/60 R16 (Tubeless)

DESIGN

An aero dynamical marvel the Sonata has a distinct European exterior styling and body design. The dynamic body contours with prominent edge styling, forceful character lines & sleeker body make it a show stealer on the road.

ENGINEERING

ENGINES

Sonata is available in 2 different 4-cylinder, powerful engine configurations a 2.0 CRDi VGT Diesel engine and a 2.4 DOHC VTVT Petrol engine.PETROL ENGINE

The 2.4 DOHC VTVT Petrol engine is the second generation Theta 4 cylinder petrol engine features variable valve timing for the exhaust as well as the intake. 2359 cc generates 175 Ps @ 6000 rpm and 23.8 Kgm @4000 rpm.CRDi Engine:

2.0 CRDi VGT Diesel Technical changes to the exhaust gas heat transfer system of the CRDi VGT 1991 cc Diesel engine , increased power to 150 Ps at 3850 rpm still producing masses of torque (32.1 Kgm at 2000 rpm).

Tucson

STANDARD FEATURES

Hyundai Tucson

Exterior FeatureRoof RailsS

Dual MufflerS

Side GarnishS

Two Tone Body ColourS

Chrome Rear GarnishChrome

Underbody Skid PlateS

Digital ClockS

Seating

Audio MP3 FunctionS

Front Passenger Seat Folding (Forward)S

Front Center Console Storage BoxS

Front ArmrestS

Fog LampsS

Battery SaverS

Rear Seat Back HooksS

Shopping HoolS

Cargo Side PocketS

Technical Features:

Hyundai Tucson

Dimension & WeightOverall Length(mm)4325

Overall Width(mm)1830

Overall Height(mm)1730

Wheel Base(mm)2630

Tyre Size215/65R16

EngineTypeTurbocharged CRDI

FuelDiesel

Power112@4000

Max. Torque (Kg-m@rpm)25@1800-2800

TransmissionDrive SystemFull time 4-WD

SuspensionFrontMacpherson strut with Coil Spring

RearDual Link

Shock AbsorbersPneumatic assisted hydraulic double acting type

BrakesVentilated Disc, FrontS

Disc, RearS

Antilock Braking SystemS

Traction Control SystemS

ENGINEEERING:

ENGINE

The 2.0 liter CRDi engine of Tucson is for those who want the best of everything. The performance, strength and frugality of a diesel motor together with quietness & smoothness of petrol is a reality, thanks to the uniformly maintained high pressure in common rail of the 2.0L CRDi engine. The power and torque are amazing at 112 Ps @ 4000 rpm & 25 kgm at as low as 2000 rpm. And also it has a 4WD system with 5 Speed Transmission.MAJOR CHALLENGES OF HYUNDAI MOTOR

Hyundai Motor's Chung Challenges Brother's Widow With Engineering Bid Plan

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Hyundai Motor Group, parent of South Koreas two largest carmakers, will bid for a $2.5 billion stake in Hyundai Engineering & Construction Co., setting up a contest between the nations second-richest man and his brothers widow.

The group, which includes Hyundai Motor Co. and Kia Motors Corp., will submit a letter of intent today, it said in a regulatory filing in Seoul.

A successful bid would reunite Hyundai Motor with former affiliate Hyundai Engineering, the nations largest builder. Hyundai Engineerings creditors, including Korea Exchange Bank, will accept final bids for their combined 35 percent share in the construction company by Nov. 12, sale arrangers Bank of America Corp.s Merrill Lynch & Co., Woori Investment & Securities Co. and Korea Development Bank said last week.

Buying into Hyundai Engineering is a part of Hyundai Motors efforts to develop a new engine of growth, said Yim Eun Young, a Seoul-based analyst at Dongbu Securities Co. Its not unreasonable for Hyundai Motor to consider acquiring a stake if the price is reasonable.

Hyundai Engineerings market capitalization is about 8.32 trillion won, pricing a 35 percent stake at about 2.91 trillion won ($2.5 billion), based on todays closing share price.

Family Ties

Hyundai Motor Group will compete with Hyundai Group, which said today it may submit a preliminary bid for the stake before Oct. 1. Hyundai Group affiliates Hyundai Merchant Marine Co., Hyundai Elevator Co. and Hyundai Securities Co. said in August they planned to make an offer.

Hyundai Motor and its affiliates severed ties with the former Hyundai Group in 2000 as part of a plan to split the business into three operations, each of which was to be managed by one of founder Chung Ju Yungs three sons.

The carmaker is controlled by Chung Mong Koo, the son of the founder, while his brothers widow, Hyun Jeong Eun, controls the current Hyundai Group. The old Hyundai Groups shipbuilding unit, which includes shipyard Hyundai Heavy Industries Co., was also spun off.

Hyundai Motor is involved in the construction business through its unlisted Hyundai Amco Co. unit and has no plans to merge it with Hyundai Engineering, it said today. The group also said it would keep the current workforce at Hyundai Engineering after a takeover.

Future Growth

We decided to bid for Hyundai Engineering in order to strengthen the groups business portfolio for future growth, Hyundai Motor Group said in a regulatory filing today.

While a stake in Hyundai Engineering could help protect the automaker from a sudden slowdown in the car business, it risks losing focus if it expands into a new industry, said Park Hwa Jin, a Seoul-based analyst at Shinyoung Securities Co.

Its too early to judge how Hyundai Engineering could contribute to Hyundai Motor Group while it still has many things to accomplish in the car business, such as adding environmentally friendly models, Park said.

Hyundai Motor was unchanged at 161,500 won in Seoul trading today, while Hyundai Engineering gained 4.9 percent.

Hyundai Merchant Marine, South Koreas second-largest shipping line, jumped to its highest in almost three years in Seoul trading. The company rose by the daily limit on speculation a battle for Hyundai Engineering may also lead to a fight for control of the shipping line, said Kang Seong Jin, an analyst at Tong Yang Securities Inc.

Largest Deal

Should Hyundai Motor Group acquire a stake in Hyundai Engineering, the deal may be its largest since 1998 when it acquired shares in Kia Motor Corp. for 1.2 trillion won in cash and assumed debt of 2.7 trillion won, according to data compiled by Bloomberg.

The group plans to finance the acquisition internally, it said today. Hyundai Motor and Kia had combined cash and equivalents of 9.2 trillion won as of the end of June, according to their financial statements.

Hyundai Engineerings creditors plan to sell their stake for as much as 20 percent more than its market value, an official at one of the creditors said earlier this month. He declined to be identified because the information isnt public.

Hyundai Motor Group hired Goldman Sachs Group Inc. and HMC Investment & Securities Co. as financial advisers while Kim & Chang was picked as a legal advisor to work on the bid, it said today in the filing, confirming previous local media reports.

To contact the reporter on this story: Sookyung Seo in Seoul at [email protected]

To contact the editors responsible for this story: Kae Inoue at [email protected]

INTRODUCTION OF PROBLEMThe company wants to know more about the customers satisfaction. Its very important for every marketer to know about the satisfaction motives of the customers because it helps them to design programs to retain customers & increase goodwill of the company. It also helps them to increase brand loyalty. So it becomes a problem for a company to know about customer satisfaction.

The respondents selected to be interviewed were not always available and willing to cooperate. Also in some cases the respondents were found to not have the knowledge, opinion, attitudes or facts related with the products. Moreover our survey consisted of 182 males and only 15 females which led to gender biasness. We have taken the sample size of 200, which cannot determine the satisfaction of the total customers. The sample has been drawn from only from one service centre.

OBJECTIVE OF STUDY

1. Evaluating post service satisfaction of Customers.2. Developing suggestion docket. 3. Increase the customer satisfaction of the MR Hyundai by providing better services & reduce service time.

4. Study about the problem in the servicing in order to the satisfaction level of the customers.5. Study service level of the Hyundai provided to their customers.6. Study about the need of improvement in existing Service system.LITERATURE REVIEWConsumer is the central figure of all marketing activities. It is the consumer who determines the growth, prosperity and even existence of a business enterprise. Hence the marketer should always feel the pulse of customers. In order to understand the pulse of the customers, the marketer needs to understand fully the needs of the consumer. It helps him to plan his production and distribution to suit to the needs and convenience of customers .It also helps him to plan suitable marketing strategies. Thus it is very essential for every marketer to know his customers satisfactions. Motive is a strong feeling, instinct, desire or emotion that makes a person to do something. When a motive makes a person to use a product, then it becomes a customer satisfaction. Thus customer satisfaction means the influence and considerations which makes a customer to use a particular product. According to D.J. Duncan, customer satisfactions are those influences or considerations which provide the impulse to use, induce action or determine choice in the purchase of goods and services. Customer satisfactions are mainly two types, manifest motives and latent motives. Manifest motives are those motives which are known to the customer and also ready to admit them. But on the other hand latent motives are either known to the customer. Customer satisfaction can also be calculated as follows

1. Product or patronage motives

2. Emotional and rational motives

3. Inherent and learned motives

Product and patronage motives Product motives: it refers to those influences and reasons which make the consumer to buy a certain product in preference to another. These explain why people buy a certain product. Product are of two types:

Primary product motives: These motives induce a consumer to purchase general class of the product. These motives relate to the basic needs of people like hunger, thirst, sleep

SCOPE OF STUDYMR Hyundai working philosophy is particularly based on Prepare employees for the future developments with developments in their personality. As competition is very much intense hence the management is working hard for customer relationship to achieve future business growth.

As it is newly opened organization hence as every other organization it is also facing some management problems. Management is trying to overcome all these problems and achieving systematic workings here. Each and every department is distinguished for the employees. Every employee is having its own designation and job profile and he/she has to work under that profile only. For each segment of the vehicles, MR Hyundai is having its separate executives. Departments are connected through local area networks.

The main aim of management here is self development of employees. So that, they can be empowered for the benefit of the organization and be able to take future responsibilities. It starts with the joining of the employee in the organization. Initially, they have to work under various departments till his/her probation period would be over. They have to start their works from the ground level, so that they can understand the reality of the business here. Daily reporting at the morning and the evening make them up to date with the objectives and their future targets. The senior management knows that how they are doing their work and in which way they have to be directed.

RESEARCH METHODOLOGY

2.5.1 DESIGNS, TECHNIQUE, AND DATA COLLECTION METHOD

Convenience Sampling was adopted to choose the respondents. The respondents comprised both male and female of different age groups, from varying income group, coming from different educational backgrounds.

EXPLORATORY RESEARCH:

As the term suggests, exploratory research is often conducted because a problem has not been clearly defined as yet, or its real scope is as yet unclear. It allows the researcher to familiarize him/herself with the problem or concept to be studied, and perhaps generate hypotheses (definition of hypothesis) to be tested. It is the initial research, before more conclusive research (definition of conclusive research) is undertaken. Exploratory research helps determine the best research design, data collection method and selection of subjects, and sometimes it even concludes that the problem does not exist! Another common reason for conducting exploratory research is to test concepts before they are put in the marketplace, always a very costly Endeavour. In concept testing, consumers are provided either with a written concept or a prototype for a new, revised or repositioned product, service or strategy. Exploratory research can be quite informal, relying on secondary research such as reviewing available literature and/or data, or qualitative approaches such as informal discussions with consumers, employees, management or competitors, and more formal approaches through in-depth interviews, focus groups, projective methods, case studies or pilot studies. The results of exploratory research are not usually useful for decision-making by themselves, but they can provide significant insight into a given situation. Although the results of qualitative research can give some indication as to the "why", "how" and "when" something occurs, it cannot tell us "how often" or "how many". In other words, the results can neither be generalized; they are not representative of the whole population being studied.

2.5.2 PLAN OF ANALYSIS: The data obtained through questionnaire was processed using the statistical. Additional information obtained from various business journals, magazines, newspapers, websites etc. are also analyzed. 2.5.3 QUESTIONNAIRES:

Questionnaire is an important step in formulating a research design. Once the researcher has specified the nature of research design, and determined the scaling procedures, he or she can develop a questionnaire.

Any questionnaire has three specific objectives.

1. It must translate the information needed into a set of specific questions that the respondents can and will answer.

2. It must uplift, motivate and encourage the respondent to become involved in the interview, to cooperate, and to complete the interview. Incomplete interviews have limited usefulness at best.

3. It should be able to minimize response errors.

It was also important as researchers to respect the samples time and energy hence the questionnaire was designed in such a way, that its administration would not exceed 4-5 minutes. These questionnaires were personal administered.

This survey is being conducted to find out that whether you are satisfied with the service provided by Hyundai Motor India Limited. This survey is purely meant for academic purpose and not for commercial use.

We would be grateful and appreciate your co-operation in filling this questionnaire.

2.5.5 METHOD DATA ANALYSIS:We have used the software to analyze our data accurately. After the respondents had filled in the questionnaires, the data was entered into the software and the analysis was made thereby.

2.5.6 FIELD WORKFieldwork plays an important role in collecting the data. I have filled up the questionnaire at MR HYUNDAI. Some important points which I kept in mind while doing the fieldwork.-

To make the respondents comfortable before questioning him by introducing myself as student and ensuring the respondent that all information collected is only for academic purpose and will be kept confidential

Ensure that all the questionnaires are filled by the customers only.

Not to lead a person into any preconceived notion

Not to influence the respondents answers in any way/form.

Use simple language, so that the technical language does not intimidate the respondent.

SAMPLE STATUSThe sample size is 200 which is chosen from the customers visiting the MR HYUNDAI for getting their car serviced.

DATA PRESENTATION & ANALYSIS Which car do you currently use?

SHAPE \* MERGEFORMAT

Interpretation: In our survey, out of 200, 76 of the respondents use Santro followed by 62 of the respondents use i-10 , 44 of the respondents use Accent. The rest of them were those who use Getz, Verna, Sonata, and Tucson .Analysis: When it comes to Hyundai, it is observed that Santro has been the most popular passenger car followed by i-10. India being a price sensitive market, the main reason behind the sale of Santro is the price at which they are sold. I-10 being the latest entry has started being popular. It is then followed by the premium cars like Accent and Sonata and SUVs like Tucson. What is the average distance you travel in the car daily?

Interpretation: In our survey, 58.5% of the respondents use at an average of 20 to 50 Kms. daily followed by 26.5% of the respondents who use 51 to 100 Kms. daily. The rest was followed by 8.5% who use less than 20Kms. a day followed by only 6.5% who use really long, i.e., more than 100 Kms. everyday.

Analysis: It has been observed that majority of the respondents travel almost 20 to 50 Kms. daily. In the busy schedule today, people prefer to travel in their own vehicle rather than relying on public transport. Only 6.5% of the respondents preferred to drive long, i.e., more than 100 Kms. everyday.

How often do you service your car?

Interpretation: 79% of the customers brought in their car for servicing every 4 to 6 months.9.5% serviced their car once in more than 6 months. 8% of their got their car every 2 to 4 months for servicing and only 3.5% of them serviced every 2 months.

Analysis: Majority of the cars were serviced at regular intervals as instructed by the service manual. i.e., every 4 to 6 months. It also depended on the distance they covered over these months. Around 3.5% of the cars came for servicing within 2 months. These mainly comprised of the new vehicles which had come down for the first service.

You have availed the services from which of the following service stations?

Analysis: I have limited my survey to MR HYUNDAI only. But there were customers who had prior serviced their cars at other service centers too. In those cases, I have considered the other service centre. Majority of 76 respondents serviced their cars at MR HYUNDAI followed by other service centres like local mechanics or service centre.Interpretation: Since my survey was limited to MR HYUNDAI, the majority of the respondents were from MR HYUNDAI.

How satisfied are you with the quality of the service?

Interpretation: Most of the respondents were in the category of Extremely satisfied, Quite satisfied or Slightly satisfied category.75% of the respondents were extremely satisfied with the quality of service followed by 16.5% respondents who were quite satisfied. 8 out of 200 respondents were slightly satisfied with the quality of service.

Analysis: This is to determine the satisfaction level based on the quality of service. Quality of the after sales service plays a very important role in making the company a market leader.

Rate your satisfaction based on the understated parameters on the following scale at MR HYUNDAI Service Centre.

Interpretation: 59% of the respondents were satisfied with the service time taken by the service centre followed by 19.5% who were somewhat satisfied with the service time. Only1% of the respondents was dissatisfied with the time taken by the service centre.

Analysis: Service Time plays a very important role in satisfying the customers today. In todays busy world, no one likes to wait for their cars to get serviced. The faster is the car serviced, the higher is the level of satisfaction of the customers. Did you ever face a similar problem getting repeated after a service?


Interpretation: 20% of the respondents felt that a similar problem was repeated after a service.

Analysis: It brings a bad reputation to the service centre if a similar problem gets repeated. Thus the company needs to minimize this in order to increase the satisfaction level of the customers.

If yes, whether the complaints were attended and successfully rectified?


Interpretation: 68% of the respondents felt that their complaint was immediately attended and successfully rectified. 32% of the respondents felt that their complaints werent rectified even after repeated complaints.

Analysis: It is observed that some problems werent rectified even after repeated complaints. Company should seriously take this into consideration and work upon it. It is this factor that could create a threat to the company.

Customers preferring to have their cars picked up for servicing.


Interpretation: 27.5% of the respondents wanted the service centre to have their car picked up for servicing. But a majority of 60.5% of the respondents did not want their car to be picked up.

Analysis: I wanted to find out whether the customers were interested in having their cars picked up for servicing which would save their time and other resources. But it was surprising to know that most of them were not interested for such a facility.

If yes, would the customer pay an additional amount?


Interpretation: 53% of the respondents who were interested in having their car picked up said that they do not mind paying an additional amount for having their car picked up where as 47% said that they wouldnt pay any additional amount for this. They felt that it should be a benefit given to the customers.

Analysis: I wanted to find out if the customers were willing to pay an additional amount for having their car picked up for service.

The research basically focuses on:

Degree of satisfaction based on overall quality of the service.

Degree of satisfaction based on Information provided by the service centre.

Degree of satisfaction based on service time.

Degree of satisfaction based on charges.

Apart from this, I also tried to find out:

If similar problems have been repeated after service and if yes, whether the complaint was immediately attended to.

If the customers would prefer to have their car picked up for service, and if yes, would they bear an additional amount.

If the respondents would recommend this service center to others.RESULTS & FINDINGS

When it comes to Hyundai, it is observed that Santro has been the most popular passenger car. India being a price sensitive market, the main reason behind the sale of Santro is the price at which they are sold. It has been observed that most of the respondents travel almost 20 to 50 Kms. daily. In the busy schedule today, people prefer to travel in their own vehicle rather than relying on public transport. Only 6.5% of the respondents preferred to drive long, i.e., more than 100 Kms. everyday. Majority of the cars were serviced at regular intervals in every 4 to 6 months. It also depended on the distance they covered over these months. Around 3.5% of the cars came for servicing within 2 months. I have limited my survey to MR HYUNDAI only. But there were other customers also who had prior serviced their cars at other service centers too. In those cases, I have considered the other service centre. Majority of 76 respondents serviced their cars at MR HYUNDAI followed by other service centres like local mechanics or service centre. This is to determine the satisfaction level based on the quality of service. Quality of the after sales service plays a very important role in making the company a market leader. Service Time plays a very important role in satisfying the customers today. In todays busy world, no one likes to wait for their cars to get serviced. The faster is the car serviced, the higher is the level of satisfaction of the customers. 20% of the respondents felt that a similar problem was repeated after a service. It brings a bad reputation to the service centre if a similar problem gets repeated. Thus the company needs to minimize this in order to increase the satisfaction level of the customers. It is observed that some problems werent rectified even after repeated complaints. Company should seriously take this into consideration and work upon it. It is this factor that could create a threat to the company. 27.5% of the respondents wanted the service centre to have their car picked up for servicing. But a majority of 60.5% of the respondents did not want their car to be picked up.But it was surprising to know that most of them were not interested for such a facility. 53% of the respondents who were interested in having their car picked up said that they do not mind paying an additional amount for having their car picked up where as 47% said that they wouldnt pay any additional amount for this.

The customers were willing to pay an additional amount for having their car picked up for service.

SUGGESTIONS:

After sales service plays a very important role in building up the reputation of an Automobile company. So this is the area in which the company should mainly focus. I hereby suggest some measures as a feedback from some of the respondents:

Respondents felt that the service provided by MR HYUNDAI is way better than that of the other dealers. Hence more company operated workshops are needed to be opened across the country. It is felt that the other service centres lack genuineness. Customers preferred to come to this workshop from outstations rather than showing it to the local service or mechanics in the city.

Few respondents felt that the paint and body was not upto the mark. It is more prone to rust. This is an area of concern which the company should look upon.

Several customers had to come to the workshop with repeated problems. This needs to be minimized.

Several customers werent happy with the quality of wash in the service centre. This needs to be checked.

One of the major areas of concern of the respondents was regarding the booking time. They felt that the booking time is too long.

5Automobile industry today being one of the most competitive industry, it is only after sales service which could make a company a market leader. LIMITATION OF STUDY:

The sample size of our survey is only 200, which cannot determine the behavior of the total population. Moreover the sample has been drawn only from one service centre in Noida where the disposable income of an individual is medium. The behavior of the customer is unpredictable which may result in the lacking of accuracy in the data.

It has been observed that Santro is the maximum selling car of Hyundai Motor and most of the respondents interviewed were Santro Customers, which led to biasness in the analysis of the survey.

Our survey consisted of 182 males and only 18 females, which led to gender biasness.

CONCLUSION:

The report has highlighted the importance of providing the highest customer satisfaction and how it affects the sales. Though in the month of December, the sales were down, by developing competitive strategies and by delivering high class products and services, Popular Vehicles and Services were able to keep their sales momentum. The report emphasizes the importance of customer loyalty to develop the business.

The study which we conducted on the Four wheeler automobile sector is a very

important topic of automobile sector.

After deep research, analysis and getting information about companies as formulated that the four wheeler automobile companies achieved success in the market. Throughout the study we found the four wheeler manufacturer having very new and

BIBLIOGRAPHYWebsites:--

www.automobileindia.com

www.siamindia.com

www.autoblogs.com

www.indiamart.com

www.automobiles.indiabizclub.com

www.indianautomobileindustry.comwww.autocar.com

Magazines :-

Overdrive

Autocar

Books:

HARPER W. BOYD,JR MARKETING RESEARCH, published by Jyoti Publisher, 2006

RALPH WESTFALLMARKETING RESEARCH, Himalaya Publishing House, 2007. P. No: 170 STANLEY F STARCHMAKETING RESEARCH, Asia Publishing House, 1960, P. No. 156.ANNEXURE

All information provided by you will be kept confidential.Age:[ ] 18-25 [ ] 25-30 [ ] 30-35 [ ] 35-45 [ ] 45-55 [ ] 55-65

[ ] 65 or over

Organization: _____________________

Designation: _____________________

Education:

[ ] High School

[ ] Graduate

[ ] Post Graduate

[ ] PhD

[ ] Others_____________

Income:

[ ] Less than 3, 00,000

(Per Annum in Rupees)[ ] 3, 00,000 to5, 00,000

[ ] 5, 00,000 to 8, 00,000

[ ] 8, 00,000 to 10, 00,000

[ ] 10, 00,000 to 15, 00,000

[ ] Greater than 15, 00,000

Name:

Phone No.

Sex:

[ ] Male

[ ] Female

1. Which car do you currently use?

[ ] Santro

[ ] i-10

[ ] Getz

[ ] Accent

[ ] Verna

[ ] Sonata

[ ] Tucson

2. What is the average distance you travel in the car daily?

[ ] Less than 20 km

[ ] 20 to 50 km

[ ] 51 to 100 km

[ ] More than 100 km

3. How often do you service your car?

[ ] Less than 2 months [ ] 2 to 4 months

[ ] 4 to 6 months [ ] Greater than 6 months.

4. You have availed the services from which of the following service stations?

[ ] Deep Hyundai[ ] Arvind Hyundai[ ] MR HYUNDAI

[ ] Others __________5. How satisfied are you with the quality of the service?

[ ] Extremely Satisfied [ ] Quite Satisfied [ ] Slightly Satisfied

[ ] Neither Satisfied nor Dissatisfied [ ] Slightly Dissatisfied[ ] Quite Dissatisfied

[ ] Extremely Dissatisfied

6. Rate your satisfaction based on the understated parameters on the following scale at MR HYUNDAI Service Centre.

I----------------I-------------I--------------I---------------I

Dissatisfied Somewhat O.K Somewhat Satisfied

Dissatisfied Satisfied

Availability of spares.

Information provided.

Service Time

Charges

7. Did you ever face a similar problem getting repeated after a service?

[ ] Yes

[ ] No

9.If yes, are the complaints immediately attended and rectified?

[ ] Yes

[ ] No

10.Would you prefer somebody form Hyundai Motor India Limited to come to your place and pick up your car for servicing and drop it back?

[ ] Definitely

[ ] Probably

[ ] Doesnt make a difference

[ ] No

11.In such case, are you willing to pay an additional amount?

[ ] Yes

[ ] No Introduction of organization

Vision:

To become one of the top five global automakers. To achieve this daring vision, the company initiated a far sweeping corporate restructing program while bolstering its R&D efforts to produce automobiles that meet every higher standard of quality, safety and environmental friendliness.

Making the best use of synergy effects with Kia Motors, Hyundai Motor Company has set its sights on providing the finest customer service, up-to-date technology, flawless quality and the best value in the industry. In addition, the company will focus its R&D efforts on the development of more environment-friendly technologies, while at the same time more aggressively implementing its "Sigma 6," quality improvement campaign that will earn the greater trust of its customers and ultimately contribute to improved business profitability.

New Technologies.

Pristine natural environment is a birthright and is perhaps the most important legacy we can bequeath to our children and future generations. Our efforts to develop 'greener' technologies are unrelenting as we seek new ways to protect the planet from further environmental damage. The company is placing increasingly greater effort on the development of environment-friendly power plants which are powered by a variety of alternative fuels and which emit less pollution than conventional combustion engines.

Future car development.

Hyundai Motor Company's ambition to become one of the top five global automakers would be impossible to achieve without continuous investment into the development of future-oriented concept cars that have come to serve as barometers of competitiveness, technology and creativity.

Santro

I-10

Getz

Accent

Verna

Sonata

Tucson

Current car

0

20

40

60

80

100

120

140

Count

2

44

6

2

76

8

62

80

20

If similar problem

have been faced

after the service?

No

Yes

68

32

If yes, whether the

complaints were attended and successfully rectified?

Yes

No

27.5

8

4

60.5

Definitely

Probably

Doesn't make a

difference

No

Would the customer prefer pick up and drop back

Facility for servicing?

53

47

If yes, would the

customer pay an

additional amount?

Yes

No

2

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customer satisfaction at hyundai _2010

Documents

customer expectation

institute university

business term

humayun sageer declaration

humayun sageer roll

guidance of

gangal humayun sageer

ghaziabad signature