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A Study on Customer Satisfaction on Hyundai Cars

1.1 GENERAL INTRODUCTION

MARKET

The term market is derived from the Latin word ‘Marcatus’ whichmeans trade, merchandise or plan of business. It means interaction of the

buyers and sellers in the person or through telephone, telegraph, mail etc.

MARKETING

Marketing is a comprehensive term. It is not a mere exchange of goods

and services. It includes all those activities connected with the process of

identifying the needs of the customer and then organizing the business

accordingly to meet the needs of the consumer.

“Marketing is a social and managerial process by which individuals and group

obtain what they need and want through creating, offering and exchanging

products of value with others”.

Philip Kotler

“Marketing is the total system of interacting business activities designed to

plan, price, promote, and distribute wants satisfying products and service, to

present and potential customers”.

Professor William Stanton.

CONSUMER PERCEPTION

The term perception refers to the complete act of ‘perceiving’ and

involving of the psychological factors. Perception is the process by which the

mind receives organizes and interprets a particular thing. It is estimated that

90 percent of the stimuli that the individual perceives come through sight and

the rest from learning. Price is another element of marketing mix where

perception has its implication.

The basis of perception

We know that sight perception depends on the flow of photons in

through the pupils and absorbed in the retina. Therefore with the operation of

our senses we do know there is some thing there can and is influencing the

Acharya Bangalore B-School 1




sensory mechanisms within ourselves but we do not necessarily know what it

is that is causing the sense of experience. This gives rise to two levels of

perception. The first is called immediate perception and is totally physical the

operation of the physical universe following its mechanistic path ways, some

of which happen to occur as neural events in our brain. The second level of

perception is the interpretative perception where our psychology and attention

is implicated in the perceptual act.

Immediate perception is direct mediated only by physiology of

perceiving species. Moving beyond immediate perception such as when a

person attends to what they are perceiving, then all the well known aspects

come to the fore. The obvious consequence is that we do not necessarily

perceive that which we immediately perceive.

CONSUMER BEHAVIOUR

One official definition of consumer behavior is “The study of individuals

groups, or organizations and the processes they use to select, secure, use,

dispose of products, services experiences or idea to satisfy needs and the

impacts that these processes have on the consumer and society.” This

definition brings up some useful points.

Behavior occurs either for the individual, or in the context of a group

(e.g., friend’s influence what kinds of clothes person wears) or an

organization (people on the job make decisions as to which products the

firm should use).

Consumer behaviour involves the use and disposal of products as

well as the study of how they are purchased. Product use is often of great

interest to the marketer, because this may influence how a product is best

positioned or how we can encourage increased consumption. Since many

environmental problems result from product disposal (e.g., motor oil being

sent to sewage systems to save the recycling fee, or garbage piling up at

landfill) this is also an area of interest.

Customer behavior involves services and ideas as well as tangible

products.





The impact of consumer behavior on society is also of relevance.

For example, aggressive marketing of high fat foods or aggressive

marketing.of easy credit may be serious repercussions for the national

health and economy.

There are several units in the market that can be analyzed. The main trust in

this course is the consumer. However we will also need to analyze our own

firm’s strengths and weaknesses and those of competing firms. Finally, we

need to assess the marketing environment although we may have developed

a product that offers great appeal for consumers a recession may cut demand

dramatically.

Factors which influence Consumer Behavior

1. Culture

Culture is part of the external influence that impacts the consumer.

That is culture represents influence that are imposed on the consumer by

other individuals.

Culture refers to “that complex whole which includes knowledge, belief,

art morals, customs and any other capabilities and habits acquired by man

person as a member of society”.

Culture has several important characteristics

Culture is comprehensive

Culture is learned rather than being something we are born with.

Culture is manifested within boundaries of acceptable behavior.

Language is an important element of culture. It should be realized that

regional differences may be subtle.Sub culture refers to a culture within a

culture, Sub culture is often categorized on the basis of demographics.





2. Family Life Cycle

Individuals and families tend to go through a “Life Cycle”. The life cycle

goes from child/teenager young singleyoung couplefull nestempty

nest widow(err). For purpose of this discussion, a “couple” may either bemarried or merely involve living together. As a person gets older, he or she

tends to advance in his or her career and tends to get greater income.

3. Family Decision Making

Individual members of families often serve different roles in decision

that ultimately draw on share family resources. Some individuals are

information on gatherers/holders who seek out information about products of

relevance. The decision maker(s) have the power to determine issues such

as:

whether to buy

Which product to buy

Which brand to buy

Where to buy it, and

When to buyIt should be noted that family decisions are often subject to a great deal

of conflict. Some family members may resort to various strategies to get their

way.

4. Group Influences

A useful framework of analysis of group influence on the individual is

the so called reference group the term comes about because an individual

uses a relevant group as a standard of reference against which one self is

compare. Reference groups come in several different forms.

The inspirational reference group refers to those others against whom

one would like to compare one self. For example co-workers, neighbors or

members of churches, clubs and organizations.

5. Diffusion of Innovation

The diffusion of Innovation refers to the tendency of new products,

practices or ideas to spread among people. Cumulative adoptions are





reflected by S-shaped curve. The saturation point is to the maximum

proportion of consumer likely to adopt a product. Lower priced products often

spread more quickly and the extent to which the product is trialable influence

the speed of diffusion.

6. Self-Concept

The consumer faces several possible selves. The actual self reflects

how the individual actually is, although the consumer may not be aware of

that reality. In contrast ideal-self reflects a self that a person would like to

have but does not infact have. Individuals will often seek to augment and

enhance their self concepts and it may be possible to market products that

help them in the achievement of this goal.

7. Lifestyle

Self concept often translates into a person’s life style, on the way that

he or she lives his or her life. Attempts have been made to classify consumer

into various segments based on their life style.

8. Situation Influences

Specific circumstances often influence consumer behavior consumer

whose attention is demanded else where are likely to disregard commercial

messages.

9. Consumer Decision Making

Consumer decision making comes about as an attempt do solve

consumer problems. A problem refers to “a discrepancy between a desired

state and an ideal state which is sufficient to arouse and activate a decision

process.

10.Consumer Problems Recognition

Consumer often note problems by comparing their current or actual

situation explicitly, or implicitly, to some desired situation creating problems

for consumer is a way to increase sales. One way to create new problemsand resultant needs to create a new ideal state. There are two main





approaches to search. Internal searches are based on what consumers

already know. Thus it may be important for certain firms to advertise to

consumers before they actually need the product. External searches get the

people to either speak to others or use other sources.

WHO IS THE CUSTOMER?

We all think of customers as the people who sit at our tables and pay

for the goods and services purchased. But they are individuals in their own

right. They may be business people, tourists, youngsters, retired couples or

celebrities. They cannot be looked upon as an amorphous group - their needs

are different and your service should reflect that.

WHO IS A CUSTOMER?

• A customer is the most important person in

our business.

• A customer is a person who comes to us with

needs and wants and it is our job to handle them in

a manner that is profitable to him/her and ourselves.

• A customer is not a cold statistic; he/she is a

human being with feelings and deserves to be

treated with respect.

• A customer is not an interruption to our work -

he is the purpose of it. We are not doing him a

favour by serving him, he is doing us a favour by

giving us the opportunity to do so.

• A customer deserves the most courteous

attention we can give.

Customers are not dependent on us, we are dependent on them !





CUSTOMER SATISFACTION

Winning customers' hearts and minds is increasingly important to

customer acquisition and customer retention. It is no coincidence that

customer satisfaction research accounts for much of market research

activities.

As competitive advantage and differentiation is achieved through

product innovation and service performance (rather than competing on cost),

it is vital to monitor and manage customer satisfaction levels.Customer satisfaction is not just about service levels or product

attributes. It can be seen as a function of two main components:

perceptions of product and service levels

received

expectation of product and service levels

Customer satisfaction is therefore concerned with service

delivery/product performance and expectation management.

Customer satisfaction research delivers key benefits:

• understanding the underlying drivers of satisfaction

• identification of trigger points where satisfaction

management is most needed

• prioritisation of action areas (minimum input for

maximum return)

• Identification of customer-supplier interactions, internal

processes and departments most likely to cause

satisfaction/dissatisfaction.

Impact on loyalty and propensity to recommend; a vital bottom line measurement


http://www.clayreed.co.uk/customer_retention.html

http://www.clayreed.co.uk/customer_retention.html




CUSTOMER SATISFACTION ALSO HELPS YOU TO GET TO GRIPS WITH

Customer Expectations

Attitude and Behaviour

Personal Appearance

Maintaining Standards

Handling Complaints

Getting it Right First Time

Get ahead of the competition today





1.2 HISTORY OF CARS

Old Engraving depicting the 1771 crash of Nicolas Joseph

Cugnot's steam-powered car into a stone wall.

The automobile as we know it was not invented in a single day by a

single inventor. The history of the automobile reflects an evolution that took

place worldwide. Starting with the first theoretical plans for a motor vehicle

that had been drawn up by both Leonardo da Vinci and Isaac Newton.

In 1769, the very first self-propelled road vehicle was a military tractor

invented by French engineer and mechanic, Nicolas Joseph Cugnot (1725 - 1804).

Cugnot used a steam engine to power his vehicle, built under his instructions at the

Paris Arsenal by mechanic Brezin. It was used by the French Army to haul artillery at

a whopping speed of 2 1/2 mph on only three wheels. The vehicle had to stop every

ten to fifteen minutes to build up steam power. The steam engine and boiler were

separate from the rest of the vehicle and placed in the front (see engraving above).

The following year (1770), Cugnot built a steam-powered tricycle that carried four

passengers. In 1771, Cugnot drove one of his road vehicles into a stone wall, making

Cugnot the first person to get into a motor vehicle accident.


http://inventors.about.com/library/inventors/blda-vinci.htm

http://inventors.about.com/library/inventors/blnewton.htm

http://inventors.about.com/library/inventors/blenginehistory.htm

http://inventors.about.com/library/inventors/blda-vinci.htm

http://inventors.about.com/library/inventors/blnewton.htm

http://inventors.about.com/library/inventors/blenginehistory.htm




2.1 TITLE OF THE STUDY

The present Indian economy is characterized by increasing in the

consumption rate. Today Indian market is exposed to a lot of competitions not

only from the domestic players but also global players. The competition in the

market is driving every manufacturer to cut costs and focus on satisfying the

customer which will surely help him retain his market share and also to

enhance it. The customers delight in the business world of marketing today.

All the marketers are oriented themselves towards it.

2.2 STATEMENT OF PROBLEM

Today the company and its products can survive only if they can

effectively satisfy the consumer expectations, as the consumer is the boss &

the king. ADVAITH Motors Pvt. Ltd. is a very important player in the

automobile industry. It has very wide reaching market for its products. In fact it

is the market leader for most of the four wheeler. So understanding customer

satisfaction with respect to Advaiyh Hyundai is very essential. The research is

titled as “A study on customer satisfaction towards Hyundai cars with

special reference to ADVAITH Motors Pvt. Ltd”.

2.3 SCOPE OF THE STUDY

The present study intends to provide an integrated picture of the level

of customer satisfaction towards Hyundai, in the Indian market.

Customers of Hyundai have been chosen for the study. Availability and

accessibility are twin factors for the study held.

The study is also intended to know the level of customer satisfaction

towards Hyundai cars when compared to other brands, as the automobile

industry is facing a stiff competition due to globalization.

The study applies to Businessmen, Employed, Engineer, Doctors,

Housewive’s, students and people belonging to other profession.





2.4 OBJECTIVE OF THE STUDYThe following are the objectives of the study.

To understand the level of customer satisfaction about the

Hyundai cars.

To study the consumers attitude towards various brands of

Hyundai.

To understand the nature and extent of competition that is

existing in present day automobile industry. To determine the market potential for Hyundai cars.

To suggest suitable recommendations for improving the level of

customer satisfaction.

2.5 Methodology of the study

Sampling Methods

Convenient sampling was adopted to select the samples.Sample size

The sample size for the project is 100 respondents

Field Work

For the collection of the data a structured questionnaire has been used.

The questionnaire was prepared in such a way so as to gain insights from

the respondents.

Plan of Analysis

The data collected from questionnaires were processed tabulated and

analyzed. To avoid wrong inference certain factors like incomplete and

dishonest answers were eliminated.

Tools for Analysis

For the purpose of knowing the level of customer satisfaction





the data collected is analyzed using various statistical tools like: The survey

is classified application which is a device summarizing data and presenting

them in tables. This is used for showing relevant sectoral at classification.

2.6 SAMPLING PROCEDURE

Sampling

It is the process of learning about the population based on sample drawn

from it. Thus in the sampling technique instead of every unit of the

universe only a part of the universe is studied and the conclusion aredrawn the basis for the entire universe. A sample is a sub-set of

population units.

Sample Size

A total of 100 respondents were surveyed to gather information to

accomplish objectives.

Methods of Sampling

The various type of sampling can be grouped under two broad heads:

Probability sampling and Non-probability sampling.

PROBABILITY SAMPLING METHOD

(A) Simple or Unrestricted Random Sampling

Simple random sampling refers to that sampling technique in which each

and every unit of the population has an equal opportunity of being

selected in the sample.





(B) Stratified Sampling

Stratified random sampling is one of the random methods, which by

using the available information concerning the population, attempts to

design a more efficient sample than obtain by the simple random

procedure.

(C) Systematic Sampling

A systematic sample is formed by selecting one unit at random and

then selecting additional units at evenly interval until the sample has been

formed. This method is popularly used in that case where a complete list

of the population from which sample is to be drawn is available.

(D) Multi-stage Sampling or Cluster Sampling

Under this method, the random selection is made of primary,

intermediate and final units from a given population or stratum.

NON-PROBABILITY SAMPLING METHODS

(E) Judgment Sampling

In this method of sampling, the choice of sample items depends

exclusively in the judgment of the investigator. In other words, the

investigator exercises his judgement in the choice and includes thoseitems in the sample which he thinks are most typical if the universe with

regard to the characteristics under investigation.

(F) Convenience Sampling

A convenience sample is obtained by selecting 'convenient'

population units. The method of convenience sampling is also called as

the chunk. A chunk refers to that fraction of the population being





investigated which is selected neither by probability nor by judgement

but by convenience.

(G) Quota Sampling

Quota sampling is a type of judgement sampling and is perhaps the

most commonly used sampling technique in non-probability category.

Choosing of sampling Unit

Researcher has adopted the probability, convenience

sampling method to conduct survey.

2.7 RESEARCH INSTRUMENTS

SOURCES OF DATA

PRIMARY DATA

SECONDARY DATA

PRIMARY DATA

Primary data was collected through a questionnaire and administered

to the consumers.

SECONDARY DATA

It includes both external and internal data. Internal data were company

manuals, annual reports, brochures etc. External data are current information

regarding the company subject is obtained from online sources, magazines

etc.





2.8 LIMITATIONS OF STUDY

All the studies to be made have their own parameters and it is difficult

to make a study on assumption despite all possible efforts to make this

analysis comprehensive, scientific and accurate. Thus there is bound to be

some limitations.

Some of the limitations of the study are:

Due to time constraints and shortage of other resources such as money,

only hundred respondents were selected

The sample size was chosen keeping in view the type of product.

The accuracy of the report depends upon how honestly or sincerely the

respondents have answered.

2.9PLAN OF ANALYSIS

Once the data is collected from the respondents the same wasorganized, processed and tabulated.

The tables thus obtained were analyzed with the help of statistical averageand percentage in order to interpret the data and inference were drawnaccordingly.

These inferences deducted to conclusion and then a set of

recommendation and suggestions were build-up.

The secondary data has been used to support the analysis and thisprovides a complete view of scenario.





3.0 ORIGIN OF THE COMPANY

HYUNDAI MOTOR COMPANY

The Hyundai Motor Company (HMC) was founded in 1947 as

Hyundai Engineering and Construction Co. by the late Ju-Yung Chung.

Hyundai Motor Company, established in 1967, is the auto sales leader in the

Korean domestic market and exports vehicles to 190 countries worldwide.

Hyundai Motor Company operates the world's largest integrated

automobile manufacturing facility in Ulsan, on Korea's southeast coast. In

1996, Hyundai opened the Namyang Technology Research Center, which

includes a complete testing facility with a 2.8-mile oval test track and a new

$40 million aero acoustic wind tunnel. That same year, 1996, HMC began

production at its state-of-the-art Asan Plant, located southeast of Seoul.

Hyundai now operates eight research centers in Korea along with four

international centers, including Hyundai America Technical Center, Inc. in Ann

Arbor, Michigan, and the Hyundai California Design Center in Irvine,

California. Hyundai's automotive technology centers employ approximately

4,100 researchers with an annual budget of five percent of current revenues.

Current research projects include: electric-powered vehicles, low-emission

gasoline engines, solar-powered vehicles, hydrogen-powered fuel cell

vehicles and other alternative fuel vehicles.

Hyundai Motor India Limited (HMIL)

Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of

Hyundai Motor Company, S. Korea and is the second largest and the fastest

growing car manufacturer in India. HMIL presently markets over 18 variants of

passenger cars across four models, the Santro in the B segment, the Accent

in the C segment, the Sonata in the E segment and the Terracan in the SUV





segment

3.1 A BRIEF OVERVIEW OF Advaith HYUNDAI

Introduction

Advaith Motors Pvt. Ltd. is an authorized dealer in Residency road

(Bangalore) for Hyundai Motors India Limited, the latter being one of the

leading manufacturers of small and mid-sized cars in India.

Three enterprising gentlemen Mr. M.P. Shyam, Mr. A.C. Krishna Raju

and Mr. S.V.S. Gupta conceived the dealership in July 1998. All of them are

highly qualified and dynamic professionals whose constant endeavor has

been to earn the goodwill of customers and usher in professional excellence

in all spheres of an automotive franchise.

Advaith market and services Hyundai Motors’ Sonata, Santro,

Tucson,i10- India's first performance luxury sedan and their midsize car, the

Accent and Getz through our sales and service outlets at Advaith motor isconveniently located in the heart of both the cities providing better access to

both the proud owners as well as prospective buyers.

Advaith motor has a 260 strong force committed to excellence in servicing

there esteemed customers.

Advaith sales team is made up of dedicated showroom and field

executives who are professionally trained by Hyundai Motors India Limited.

They are adept at guiding the customer through the entire sales process right

from assisting in choice of model, colour and features up to lending a helping

hand in arranging finance at competitive rates.

Service Centre is equipped with the state-of-the art equipment and is

in-line with Hyundai’s exacting worldwide standards. Our service team is

technically qualified and trained to analyze and provide economical working

solutions to satisfy even the most demanding customers.


http://www.advaithhyundai.com/hyunmotors.html

http://www.advaithhyundai.com/sonata.html

http://www.advaithhyundai.com/santro.html

http://www.advaithhyundai.com/accent1.html

http://www.advaithhyundai.com/getz.html


http://www.advaithhyundai.com/servicecenter.html




http://www.advaithhyundai.com/accent1.html

http://www.advaithhyundai.com/getz.html


http://www.advaithhyundai.com/servicecenter.html




Vision

“Caring for you …always”

Advaith vision summarizes priorities. They believe that everything they

do, be it marketing their world-class cars or providing services to match,

caring for the customer and taking care of every need.

Advaith perfectly understand the customers’ need to get a competitive

edge for their investments for after all, buying a car would perhaps be the next

biggest investment after acquiring a home. Customers need faster response

both from their cars as well as from there services to keep in step with today’s

jet age thereby minimizing time consumption for any given task. After all, the

old age... "time is money" is much more relevant today than ever before. It

will, and has always been, there vision to care for these very needs of there

valued customers and ensure that their fantasies about owning a dream car

turn into reality in every sense of the word.

CUSTOMERS OF ADVAITH HYUNDAI

Over a period of time, Advaith Hyundai have built long-standing

relationships with many of their customers.

Some of their prestigious clients are :

Software Companies :

• ANZ Infotech

• Cisco

• Compaq

• Digital• Hughes Software

• Kshema Technologies

• Lucent Technologies

• Microland

• Mindtree• Motorola





• IBM

• Infosys

• Intel

• Siemens

• Sun Micro Systems

• Wipro

Banks :

• Standard Chartered Bank

Others :

• ABB

• Birla Group

• Bosch

• Brittania India

• GE-BEL

• GE-Transportation

Systems

• Healthscribe

• Hindustan Thomson

• Ingersoll Rand

• Mico

• Microlag

• Millipore India

• Sony

• Yokogawa Bluestar

... many, many more.





3.2 ORGANIZATION CHART

Organization Chart









3.3 Business Operations

AWARDS AND ACHIEVEMINTS

- Hyundai Santro has topped the JD Power Asia Pacific

Initial Quality Study (IQS) that measures product quality

for three years in a row (Years 2000, 2001 and 2002)

- Hyundai Santro has topped the JD Power Asia Pacific

APEAL study that measures customer satisfaction for

three years in a row (Years 2000, 2001 and 2002)

- Hyundai Accent has topped the JD Power Asia Pacific

IQS for 2002 and the APEAL study for 2001 and 2002.

- Hyundai Santro is BS Motoring's 'Car of the Year' for 1999





- Hyundai Motor India has been awarded the

'Manufacturer of the Year' by CNBC- Autocar India for

two years in a row (2001 and 2002)

- Hyundai Motor India was adjudged the ‘Car Maker of

the year’ at the ICICI Bank – Overdrive awards 2003





RECENT ACHIEVEMENTS

MAY 2005

- Hyundai sonata and Tucson score in JD power survey in US.

- Hyundai inaugurates its first plant in US at an investment of $1.1 billion.

- Hyundai Accent & Tucson named category winners in US study.

- Hyundai Motor India records 136% domestic growth in April 2005.

APRIL 2005

- Hyundai Motor unveils the “Legend of Tucson” in the SUV segment.

- HMI posts highest ever sales in March.

MARCH 2005

- PM presents “Star company” award to HMI.

- Hyundai Sonata declared ”The most reliable car” in US.

FEBRUARY 2005

- Hyundai to build second assembly plant in India.

- HMI ties up with TATA Indicom to implement GDMS.





3.4 PRODUCT PROFILE

GETZ

Getz is the most spacious car in the class. Thanks to Hyundai’s

exclusive Space wizard design. Getz offers an array of seat configurations for

virtually every situation. Its smart and versatile space management system

and thoughtful interiors would leave you with enough room for your own. For

added passenger comfort, Getz comes with a 60:40 split, double folding rear

seat and relining backrest with headrest. There’s also the convinence of driver

and passenger door map pockets, a deep glove box, passenger seat side

pocket, floor console with cup holders, and assorted storage trays, plus ahandy rear seat hook to hold shopping bags.

SAFETY FIRST WITH Getz

Driving is hugely enjoyable when you know you are safe and secure.

That’s why Getz is equipped with class leading occupant safety features. You

can steer clear out of danger because Getz comes equipped with ABS. it

prevents wheel lock and skidding and retains car stability and steerability.

Moreover, its unique feature, clutch lock, doubles up as anti-theft and

prevents the starting of the engine unless clutch pedal is pressed. It also

prevents the starting jerks and gives you smoother ride.





i20

There’s a new shape on the street and it is called the Hyundai i20. As

you would expect from a car company that buzzes with fresh ideas, novel

solutions and top technology, Hyundai i20 is the epitome of the modern

premium compact. Sharp and stylish on the outside, spacious and versatile

inside, it combines comfort, safety and reliability in a package that is

affordable and economical.

Key moment

The careful design ethos can be even in the ignition key console,

which has a remote locking and unlockingfacility and convenient folding

bayonet.

TERRACAN

Terracan. Hyundai's biggest, most powerful SUV yet. Wide, powerful

stance, sophisticated four-wheel independent suspension and generous cabin

dimensions. When you live life on the edge, whether its work or leisure,

Terracan ensures you have an edge everytime, everywhere.





Santro Xing with it’s new aerodynamic styling, power-assisted brakes, the

advanced suspensions, the uniquely responsive technology is as much a

magnificent creation of our drive to delight you as much as a benchmark in

engineering excellence. Santro is being produced exclusively in India and the

Indian Xing will now drive the World.





SONATA

Sonata’s sophistication really shines from all angles together with its

impressive rear view with its subtle curvature, fine details and unique rear

combination lamps.

The Sonata is built like a fortress. The car body incorporates numerous

structural protection elements like, dual side impact beams, the energy

absorbing collapsible steering column, front and rear crumple zones, cross-

bar under the dashboard, engine sub-frame and reinforced bumpers together

with the ABS (Anti-locking Braking System), TCS (Traction Control System)

and the optional SRS airbag which provides maximum









ACCENT VIVA CRDi

The Sporty Viva CRDi.

The exhilarating performance of the Accent Viva is taken a step further

with the new Accent Viva CRDi. Besides the original semi-notchback 5-door

design, the Accent Viva CRDi boasts of the future-ready CRDi engine. Which

is amazingly silent for a diesel engine and low on vibration as well. It's also

surprisingly zippy and eco-friendly. Add to this a host of features such as

Power Steering, Power Windows (Front & Rear), Tilt-type Steering Wheel,

and what you have is a car that combines sporty good looks and state-of-the-

art technology to create a driving experience with a difference.


http://www.advaithhyundai.com/viva_crdi_spec.html






Concentrated power, innovative technology and pure high-performance

excitement. Hyundai cars, Hyundai Accent, Hyundai Sonata and the

Hyundai Santro Xing are the antithesis of inertia. One look and you know

that they are no ordinary cars. Making the most of every driving moment.

These are brimming with innovative ideas and good design that will put

pleasure into every moment that you spend behind the wheel.


http://www.advaithhyundai.com/accent.html



http://www.advaithhyundai.com/accent.html






Tucson

Hyundai Tucson is the most spacious car in its class. Its spacious

interiors are thoughtfully designed and to make your ride a cruising

experience. The engine with 2.0 liter CRDi engine are those who want the

best of together with quietness and smoothness reality, thanks to the

uniformly made pressure in common rail of the 2.0L power and torque are

amazing at 112 I as low as 2000rpm and the 5 speed transmission of Tucson

demonstrates a smooth and dynamic performance and is high on durability

and convenient on maintenance.





TWO VEHICLES

In the fall of 2000, Hyundai Motor America added two new vehicles to

its lineup; the Santa Fe sport utility vehicle and the XG300 sedan. The Santa

Fe is a car-based crossover utility vehicle (XUT) that provides car-like ride

and handling with the seating position and utility of a sport utility vehicle. The

XG sedan instantly became Hyundai's flagship vehicle in the U.S. - it's larger

and more luxurious than the Sonata.

Santa Fe





XG300/XG350

The XG300 was a hit as well, selling well above the projected numbers. For

2002, the engine displacement of the XG300 moved from 3.0 liters up to 3.5

liters resulting in a name change from XG300 to XG350. For 2003, changes to

the XG350 included a new instrument panel design and new trip computer

display.

The 2004 XG was extensively revised and went on sale in July of 2003.

Both front and rear styling was changed for 2004, and the front disc brake

rotor diameter was increased as well. The XG350L now features a new 12-

spoke design alloy road wheel and all XG350 models are fitted with a full-size

spare tire mounted on matching alloy wheel. There are also many interior

enhancements for the 2004 Hyundai XG350 to make it even more luxurious.





SAFETY





Accent variants come fitted with the revolutionary ABS, as a standard

feature. ABS provides improved braking performance and directional stability

on slippery surfaces.

The crumple zones in the Santro Xing have been further reinforced to

conform to the strictest of global safety norms and tested for frontal and offset

impact in the most gruelling test track conditions, so that you drive away with

complete peace of mind.





Take a look at the Multimedia Animation of our Crash Tests.

A pair of ultra-high strength steel members are built into the doors of the

Santro Xing for additional protection against side impact, while a front impactbar and an engine subframe protect you in the event of a frontal impact.


http://www.santroxing.com/common/

http://www.santroxing.com/common/




Hyundai vehicles are put through rigorous Crash Tests during developmental

stage that conform to the exacting standards set by agencies like NCAP andSINCAP. Every effort is made to exceed the stipulated norms to ensure

uncompromising passenger safety.

The passenger cabin is an original three-box design and is protected

by reinforced steel sections in the front and back, dual side-impact bars

on all doors and large crumple zones in front and rear.


http://www.hyundai-motor.com/eng/innovation/safety/index.html

http://www.hyundai-motor.com/eng/innovation/safety/index.html




The steering column is fully collapsible and minimizes risk of chest

injuries in the event of a frontal impact.





Specially designed to protect the passengers in the event of panic

braking, these seats prevent the occupants from sliding forward and hurting

themselves.





The Sonata incorporates numerous structural reinforcements like dual

side-impact beams, an energy- absorbing collapsible steering column, front &

rear crumple zones, cross-bar under the dashboard, an engine sub-frame and

reinforced bumpers that make the car a virtual fortress on wheels.





The SRS Driver and Passenger Airbags come as standard on the

Sonata V6 and as an option on the Sonata Gold. They come as an exclusive

package together with ELR Seat Belts and Seat Belt Pretensioners and Load

Limiters and provide maximum protection.





Integrated with ABS, the EBD apportions braking power between the

front and the rear axles according to the number of passengers and weight

of the cargo in the trunk for safer, straight line stops.





The handsomely sculptured headlamps cluster with four bulbs & clear

lens ensures superior nighttime visibility. The projection type fog lamps comes

handy in inclement weather conditions.

The science of absolute control. Prevents skidding on a slippery road

or during harsh braking, also maintains steer ability.





Electronically apportions the brake force between the four wheels

for optimum braking performance.





Safety Cell Construction

The protective safety cell sits between fore and aft crumple

zones that absorb impact forces and keep the driver and passengers

out of harms way.

Side Impact Protection

Front and rear doors are reinforced with special high tensile

strength steel members that help absorb side impact forces.

Seat-Belt

Seat belt pretensioner with load limiter reduces the risk of chest

injuries.


Rock Solid Protection




The ultimate in driver and passenger safety.

Detects slip in the rear wheel & pulls the vehicle out of difficult & unsafe

terrain.





The ladder frame chassis constructed of heavy-duty gauge steel is

designed to withstand massive twisting & flexing safely.





The superbly silent HVAC system in the Accent maintains the most

comfortable climate inside the car irrespective of the outside temperature.

An ultra-sensitive automatic temperature sensing coupled with a powerful

aircon and heating system delivers omni-directional air-flow through

specially designed flow control ducts and instantly responds to external

temperature changes to keep the cabin climate perfect.





The Noise, Vibrations and Harshness dampering is a function of the

intelligent design of the Accent. Every single component in this car has been

designed to work in perfect harmony so that you can enjoy complete peace

and quiet inside your car.





This feature makes sure that your driving experience in an Accent is

not just effortless, but fun as well. While the steering wheel can be easily

'Tilted' at different convenient angles for easy adjustment, the 'Power

steering' gives you greater control of the vehicle, not only in city driving

conditions but also in case of accidents like tyre bursts.





The Accent comes equipped with a tilt & a height cushion adjustment

along with sliding and reclining controls that ensure perfect posturing andthe best back and thigh support for a completely relaxed driving experience.





Environmental Responsibilities

Hydrogen Vehicle

HMC succeeded in developing a working prototype of a hydrogen fueled

vehicle in 1994. This vehicle features a high-capacity engine with ultra-low

emissions. It is the first vehicle of its type developed in Korea. Widely hailed

as the energy source of the future, hydrogen is non-polluting and is available

in virtually limitless amounts since it can be extracted from water through

electrolysis.

Ultra Low Emission Vehicle

In preparation of the environment-friendly emissions regulations, by 1996

HMC developed an Ultra Low

Emission Vehicle (ULEV) which

dramatically reduced emissions

to one-tenth of that which is

emitted by cars currently on the

road.

This emission reduction is achieved through an electrically heated catalyst

fitted to a conventional engine. As a result, a car equipped with an electrically

heated catalyst has met the United States ULEV standards which are

regarded as among the strictest in the world. HMC's ULEV emits just 0.03g/mi

using a highly sophisticated Pd emission purification device.





Electric Hybrid Sport Utility Vehicle

The FGV-1 electric hybrid sport utility vehicle (SUV) is the showcase of HMC's

advanced technology. The FGV-1, or Future Green Vehicle, reflects the depth

of HMC's commitment to creating the next generation of low-pollutionvehicles.





3.5 SOCIAL RESPONSIBILITY

Hyundai, as a responsible corporate citizen is committed to

sustainable social development and the preservation of the environment. All

the company's key manufacturing units, including the Indian plant have theISO 14001 certification for its Environment management practices. As a part

of its social responsibility programs, the company conducts various

campaigns to spread awareness of in-car safety and safe driving practices,

particularly targeted against drunken driving, speeding.

As a part of its community development projects, it also has been

working towards the social and economic development of these villages,

assisting them in the areas of primary health care, education, basic

amenities and employment opportunities.

3.6 MARKET SHARE

When Hyundai Motor India Ltd (HMI) started producing cars at a place

called Irrungattukottai near the South Indian city of Chennai in September

1998 Cut to 2004. The integrated manufacturing plant set up at an initialinvestment of US$ 614 million is now the largest manufacturing facility of

Hyundai outside Korea. Hyundai India has a market share of about 20 per

cent, and its plant rolls out about 600 - 700 cars per day in two shifts.

Hyundai India today sells not two but seven brands –i10, i20, Santro, Accent,

Sonata, Getz and Terracan. These cars are sold and serviced by a national

network of 300 sales and service outlets. HMI’s Santro and Accent are India’s

largest selling brands in the B and C segments. The Santro was rated the

"Best Small Car" in the JD Power Asia Pacific Initial Quality and APEAL

studies for three years in a row, and continues to be one of India’s three most

preferred compact cars. The same car is now making important inroads in

Europe.





Hyundai India sold 72,113 cars in 2007-08, and this year, the are

planning to target the largest and most competitive market of them all now,

with localisation levels of over 90 percent and the capability to produce world-

class automobiles, Hyundai has made India its small carhub. Businessworld

magazine reported in January this year that Hyundai is upping its annual

export capacity so that by 2010 it can export 500,000 small cars like the

Santro and the Getz from its production base in Chennai.

The market shares of leading players for the month of

May, 2007 is as given below.

COMPANY MARKET SHARE

Maruti Udyog 52.4 %Hyundai Motors 14.4 %Telco 09.9 %Daewoo Motors 11.5 %Hindustan Motors 03.9 %Ind Auto 02.1 %Honda Siel 01.7 %Others 04.1 %TOTAL 100 %





3.7 FUTURE PROSPECTS

FUTURE PROSPECTS

The R&D team focuses on the development of new products and

technologies that include interior and exterior design changes,

development of new generation engines and alternate fuel systems,

concept vehicles and advanced passenger safety and comfort systems, in

line with evolving customer preferences across the globe. Recent

successes of the team include the development of the Hyundai patented

Common Rail Direct Injection (CRDi) engine in association with Detroit

Diesel and the award winning Fuel Cell Santa FE.

Some of the ongoing projects that the Hyundai R&D team is

involved in include the development of the 'World Engine' in association

with Daimler Chrysler and Mitsubishi and the development of Automotive

Telematics in association with IBM. That the efforts of the Hyundai R&D

team has paid great dividends to the company is evident from the fact that

the company's engineered products like the Santa Fe and the Getz have

made waves in the global automotive markets and the 'US Consumer

Reports' magazine has ranked Hyundai cars in level with that of Honda in

its recent quality rankings





Hyundai Motor India has been awarded the benchmark ISO 14001

certification for its sustainable environment management practices. Living up

to its commitment of providing global standards of quality and process

management in India, Hyundai had put in place an Environment Management

System (EMS)at its manufacturing plant in Chennai right from its project

stage. The certification process was completed in a record time of 10 months

with 'Zero NCRs'. The assessment was done by TUV SUDDEUTSCHLAND

and covered areas like Awareness Training, Technology Upgradation,

Recycling, Waste Management and fulfilling Government Regulations.

HMI is also working on a backward integration strategy that will support

vendors of the company in implementing EMS.

Hyundai Motor Company, S.Korea, the parent of HMI, has been doing

considerable work on sustainable Environment Management The company

has a well defined framework in place for developing products that reduce

pollutant emissions and processes for preservation of natural resources and

energy along all the stages of the product lifecycle from production, sales, use

to disposal. The company has also been in the forefront of development of

environment friendly technologies like Hybrid Electric Vehicles (HEVs), and

Fuel Cell Electric Vehicles (FCEVs) and has been awarded the ISO 14001

certification for all its three major plants in Ulsan, Asan and Jeonju in S.

Korea.


http://worldwide.hyundai-motor.com/innovation/environment/index.html

http://worldwide.hyundai-motor.com/innovation/environment/index.html




4. DATA ANALYSIS AND INTERPRETATION

Table No. 1 Showing Number of respondents according to their age

groups

Age No. of Respondents Percentage

18-25 5 5

25-30 9 9

30-35 22 22

35-40 27 27

40 and above 37 37

TOTAL 100 100

Analysis

The above table shows that 37 % of the total respondents approached

are between the age group of 40 and above. 27 % of the respondents are

between the age group 35-40, 22 % of the respondents are between the age

group of 30-35. 9 % of the respondents are in the age group of 25-30. 5 % of

the respondents are in the age group of 18-25.

Inference

Majority of the respondents fall between the age group of 40 and

above.





Graph 1: Showing Number of respondents according to their age groups

0

5

10

15

20

25

30

35

40

N o . o f R e s p o n d e n t

18-25 25-30 30-35 35-40 40 and

above

Age

18-25 25-30 30-35 35-40 40 and above





Table 2: Showing Number of Respondents according to gender

Gender No. of Respondents Percentage

Male 67 67

Female 33 33

TOTAL 100 100

Analysis

The above table shows that 67 % of the respondents are males and 33

% of the respondents are females.

Inference

Most of the respondents approached were males.





Graph 2: Showing Number of Respondents according to gender

67%

33 %

Ma le F e m a l





Table No. 3 Showing number of respondents according to occupation

Occupation No. of Respondents Percentage

Business man 45 45

Employed 5 5

Engineer 10 10

Doctor 23 23

Housewife 5 5

Students 5 5

Others 7 7

TOTAL 100 100

Analysis

The above table shows that 45 % of the respondents are businessmen,

23% of the respondents are Doctors, 10 % of the respondents are Engineer, 7

% of the respondents belong to other class where as 5 % of the respondentsare employed, house wife and student respectively.

Inference

Most of the respondents approached are Businessmen.





Graph 3: Showing number of respondents according to there

occupation

0

5

10

15

20

25

30

35

40

45

N o . o f R e s p o n d e n t s

B u s i n e s s m a n

E m

p l o y e d

E

n g i n e e r

D o c t o r

H o u s e w i f e

S

t u d e n t s

O t h e r s

Occupation

Bus ines s m an Em ployed Engineer Doctor

Hous ewife Students Others





Table No. 4 Showing Respondents according to Annual Income

Annual Income No. of Respondents Percentage

Above 200000 5 5

200000-250000 12 12

250000-300000 28 28

300000 & Above 55 55

TOTAL 100 100

Analysis

The above table shows that 55 % of the respondents fall in the income

group of 3, 00,000 and above, 25 % of the respondents fall in the income

group of 2,50,000-3,00,000. 12% of the respondents fall in the age group of

2,00,000-250000. 5% of the respondent fall in the income group of 2,00,000

and above.

Inference

Most of the respondents have an annual income of 3, 00,000 and

above, that is they belong to higher income group.





Graph 4: Showing Respondents according to Annual Income

0

10

20

30

40

50

60


A b o v e 2 0 0 0

0 0

2 0 0 0 0 0 - 2 5 0 0 0 0

2 5 0 0 0 0 - 3 0 0 0 0 0

3 0 0 0 0 0 & A b o

v e

Annual Income

Above 200000 200000-250000 250000-300000 300000 & Above





Table 5: showing whether the respondents have seen the advertisement

of Hyundai

Gender No. of Respondents Percentage

Yes 100 100

No 0 0

TOTAL 100 100

Analysis

The above table shows that 100 % of the respondents have seen the

advertisement of Hyundai.

Inference

All the respondents have seen the advertisements of Hyundai cars.





Graph 5: showing whether the respondents have seen the advertisement

of Hyundai.

100%

0%

Yes No





Table 6: Showing No. of respondents according to the

Media in which they have seen Hyundai

Analysis

The above table shows that 100 % of the respondents have seen the

advertisement of Hyundai cars in television.

Inference

Television is the most effective media for advertising.

Acharya Bangalore B-School

Media No. of Respondents Percentage

Television 100 100

Newspaper 0 0

Magazine 0 0

Hoarding 0 0

TOTAL 100 100

69




Graph 6: Showing No. of respondents according to the

Media in which they have seen Hyundai

0

10

20

30

40

50

60

70

80

90

100


Television Newspaper Magazine Hoarding

Media

Television Newspaper Magazine Hoarding





Table 7: showing No of respondents according to the vehicle they own

Vehicle No. of Respondents Percentage

Santro 40 40

Accent 20 20

Elentra 16 16

Sonata 12 12

Terracan 8 8

Getz 4 4

TOTAL 100 100

Analysis

The above table shows that 40 % of the respondents own a Santro, 20

% of the respondents own Accent, 16 % of the respondents own Elentra. 12

% of the respondents own Sonata, 8 % of the respondents own Terracanand 4 % own Getz.

Inference

Most of the respondents own Santro.





Graph 7: Showing No of respondents according to the vehicle they own

0

5

10

15

20

25

30

35

40


Santro Accent Elentra Sonata Terracan Getz

Vehicle

Santro Accent Elentra Sonata Terracan Getz







Graph 8: Showing No of respondents according to the duration of

ownership

0

5

10

15

20

25

30


0-1 1-2 2-3 3-4 4-5

Years

0-1 1-2 2-3 3-4 4-5





Table 9: showing number of respondents according to the factor they

considered the most in choosing Hyundai cars

Factors No. of Respondents Percentage

Need 30 30

Brand name 20 20

Safety 20 20

Self esteem 10 10

Availability 0 0

Style 15 15

Others Specify 5 5

TOTAL 100 100

Analysis

The above table shows that 30 % of the respondents fall under need

factor, 20 % of the respondents go for brand name and safety, 10 % of the

respondents fall under self esteem, 15 % of the respondents fall under the

group style, 5 % of the respondents fall under other category.

Inference

Most of the respondents consider need as the major factor in choosing

a Hyundai car. Brand name and safety are also considered equally, style and

self esteem also play an important roll in choosing the Hyundai cars.





Graph 9: showing number of respondents according to the factor they

considered the most in choosing Hyundai cars

0

5

10

15

20

25

30


N e e d

B r a n d

n a m e

S

a f e t y

S e l f e s

t e e m

A v a l i a b i l i t y

S t y l e

O t h e r s S p e c i f y

Factors

Need Brandname Safety Self esteem

Avaliability Style Others Specify





Table 10: showing No of respondents according to their preference

rating

Preference Excellent Good Moderate Cant Say Total

Resp % Resp % Resp % Resp % Resps %

Comfort 6 6 84 84 10 10 0 0 100 100

Safety 19 19 74 74 7 7 0 0 100 100

Mileage 0 0 72 72 28 28 0 0 100 100

Maintenance 10 10 70 70 20 20 0 0 100 100

Power 12 12 66 66 22 22 0 0 100 100

Status 0 0 100 100 0 0 0 0 100 100

COMFORT

Analysis ;

The above table shows that 84 % of the respondents say that the

comfort is good, 10 % of the respondent say that the comfort is moderate, 6%

of the respondents find comfort to be excellent.

Inference ;

Most of the respondents say that the comfort is good.





SAFETY

Analysis:

The above table shows that 74% of the respondents say that the safety

is good, 19% of the respondents say that the safety is excellent, 7% of the

respondents say that the safety is moderate.

Inference :

Most of the respondents say that the safety is good.

MILEAGE

Analysis :

72% of the respondents say that the mileage of their car is good, 28%

of the respondents say the mileage is moderate.

Inference :

Most of the respondents say that the mileage is good.

MAINTENANCE

Analysis ;

The above table shows that 70 % of the respondents say that the

maintenance is good, 20% of the respondents say that the maintenance is

moderate, 10 % of the respondents say it is excellent.

Inference ;

Most of the respondents find maintenance to be good.




0

20

40

60

80

100

120

C o m f o r t

S a f e t y

M i l e a g e

M a i n t e n a n c e

P o w e r

s t a t u s

Preference

N

o . o f R e s p o n d

Excellent Good Moderate Cant Say


POWER

Analysis ;

The above table shows that 66% of the respondents say that the power

of their vehicle is good, 22% of them say that the power is good, 12 % of the

respondents find the power to be excellent.

Inference ;

Most of the respondents say that the power of there vehicle is good.

STATUS

Analysis ;

The above table shows that 100 % of the respondents feel the status to be

good.

Inference ;

All the respondents say that the status of their Hyundai vehicle is good.

Graph 10: showing No of respondents according to their preference

rating




0

10

20

30

40

50

60

70

N o . o f R e s p o

Maruti Ford Tata Others Only

Hundai

Cars

Maruti Ford Tata Others OnlyHundai


Table 11: Showing No. of Respondents owning the Cars

Other Cars No. of Respondents Percentage (%)

Maruti 20 20Ford 3 3

Only Hyundai 65 65

Tata 10 10

Others 2 2

TOTAL 100 100

Analysis ;

The above table shows that the 65% of the respondents own only

Hyundai car. 20% of the respondents own Maruti, 10% of the respondents

own Tata, 3% of the respondents own Ford, 2% of the respondents own other

cars.

Inference ;

Most of the respondents own only Hyundai car.

Graph 11: Showing No. of Respondents owning the Cars




0

10

20

30

40

50

60

70

80

N o . o f R e s p

Excellent Good Satisfactory Not

Satisfactory

Opinion

Excellent Good Satisfactory Not Satisfactory


Table 12: showing the opinion of respondents about the quality of

Hyundai vehicles

Opinion No. of respondents Percentage (%)

Excellent 14 14

Good 80 80

Satisfactory 6 6

Not Satisfactory 0 0

Total 100 100

Analysis ;

The above table shows that 80% of the respondents say the quality of

the Hyundai vehicle is good. 14% of the respondents say the quality is

excellent. 6% of the respondents say that the quality of the Hyundai vehicle is

satisfactory.

Inference ;

The opinion of most of the respondents is that the quality of Hyundai

car is good compared to others.

Graph 12: showing the opinion of respondents about the quality of

Hyundai vehicles




0

5

10

15

20

25

30

35

40

N o . o f R

e s

Power Interiors Low

Maintenance

Options

Power Performance Interiors Fuel Economy LowMaintenance All theAbove


Table 13: showing No. of Respondents according to their likings about

Hyundai Car

Options No. of Respondents Percentage (%)

Power 11 11Performance 15 15

Interiors 8 8

Fuel Economy 18 18

Low Maintenance 11 11

All the Above 37 37

TOTAL 100 100

Analysis ;

The above table shows that 37% of the respondents like all the above

options. 18% of the respondents like fuel economy, 15% of the respondents

like performance, 11% of the respondents like power and low maintenance

respectively. 8% of the respondents like the interiors.

Inference ;

Most of the respondents like all the options about Hyundai Car.

Graph 13: showing No. of Respondents according to their likings about

Hyundai Car




14%

86%

0%0%

Highly Satisfied Satisfied Highly Unsatisfied Unsatisfied


Table 14: Showing No. of Respondents according to their satisfaction

Level


Highly Satisfied 14 14

Satisfied 86 86

Highly Unsatisfied 0 0

Unsatisfied 0 0

TOTAL 100 100

Analysis ;

The above table shows 86% of the respondents say that they are

satisfied with Hyundai. 14% of the respondents say that they are highly

satisfied.

Inference ;

All the respondents are satisfied with Hyundai.

Graph 14: Showing No. of Respondents according to their satisfaction

Level




0

10

20

30

40

50

60

No. of

Respondents

Silver Black White Huskey

Blue

Others

options

Silver Black White HuskeyBlue Others


Table 15: Showing No. of Respondents According to their Liking and

Colour


Silver 18 18

Black 60 60

White 15 15

Husky Blue 5 5

Others 2 2

TOTAL 100 100

Analysis ;

The table shows 60% of the respondents like black colour, 18% of the

respondents like silver colour, 15% like white colour, 5% like husky blue, 2%

of the respondents like other colours.Inference ;

Most of the respondents like black Colour.

Graph 15: Showing No. of Respondents According to their Liking and

Colour




0

10

20

30

40

50

60

70

80

90

N o . o f R e

Excellent Good Satisfactory Not

Satisfactory

Options

Excellent Good Satisfactory Not Satisfactory


Table16: Showing No. of respondents According to their opinion about

after sales Service


Excellent 10 10

Good 86 86

Satisfactory 4 4

Not Satisfactory 0 0

TOTAL 100 100

Analysis ;

The above table shows that 86% of the respondents say that the after

sales service is good. 10% of the respondents regarded as excellent. 4% of

the respondents say that the after sales service is satisfactory.

Inference ;Most of the respondents have a good opinion about after sales service

provided by Sudeep Motors.

Graph 16: Showing No. of respondents according to their opinion about

after sales Service.





Table 17: Showing Whether the respondents will suggest their friends to

buy a Hyundai Car.

Response No. of Respondents Percentage (%)

Yes 100 100

No 0 0

TOTAL 100 100

Analysis :

The above table shows that 100 % of the respondents will suggest their

friends to buy a Hyundai Car.

Inference :

100 % of the respondents are satisfied with their Hyundai car.

Graph 17: Showing whether the respondents will suggest their Friendsto buy a Hyundai Car

100%

0%

Yes No







13) The study shows that mostly of the respondent (90 %) are satisfied with

Hyundai whereas (10 %) of them are highly satisfied with their cars.

14) The study shows that majority of the respondent prefer black colour for

their cars, it may be because of the fashion or the royal look.

15) The study shows that most of the respondents (86 %) are satisfied with

the after sales service and say it is good. (10 %) of them say it is excellent.

Whereas some of them (4 %) say it is just satisfactory.

16) The survey shows that all the respondents (100 %) are satisfied with

Hyundai cars and that they will suggest their friends to buy a Hyundai

car.







6. RECOMMENDATIONS

The satisfaction level of all the respondents are high but still I would

like to recommend the following.

• There are three key elements that effect the satisfaction level of

customer they are :

♦ Quality of the product

♦ Customer satisfaction oriented service operation

♦ High quality service

1) Hyundai motor company should try to improve on the quality

of product

2) Hyundai motor company should concentrate on customer

satisfaction oriented after sales support. Hyundai motor should develop

new service program such as service clinic, assistance to setup for newly

initiated markets and service vehicle for customers.3) High quality service can be represented by speedy work,

reliable servicing and sincere attitude to the customers. All thesE can be

achieved by:

• Trained service staff working in a well equipped work

shop.

• Training should be provided to the technicians with

latest updates.





SUGGESTIONS

1) Rather than looking at all aspects of choices or

consumption experience, “Advaith Motors Pvt. Ltd.” Can concentrate

on those aspects that are of direct interest or are directly controllable.

2) Managerial decisions should be made considering these

aspects.

3) Research should be done to come up with more car safety

and comfort features.

4) Hyundai should come up with vehicle with better mileageconsidering the Indian roads and the poor traffic.

5) Hyundai should aim at high quality service, speedy work

reliable servicing and sincere attitude to the customer in order to

achieve customer satisfaction.

6) “Advaith Motors Pvt. Ltd.” should have a better and

professional approach towards each customers.

7) Advaith Motors Pvt. Ltd should organize exchange

melas.

8) Advaith Motors should put up service camps around the

city of Gujarat to insure better customer satisfaction.

9) Advaith Motors should pass on information to Hyundai.

10) Hyundai should come up with vehicle for students which

are affordable and trendy.

Documents

Asad Project