Post on 10-Feb-2018
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A PROJECT REPORT ONCUSTOMER PREFERENCE FOR
DSC HYUNDAI MOTOR PVT LTD. CHENNAI
Submitted by
S.ARVINDHRAJ
(35080072)
In partial fulfilment for the award of Master of Business Administration under the
supervision and guidance of
Dr. T.RAMACHANDRAN
(PROFESSOR in SRM University)
Kattankulathur)
SRM SCHOOL OF MANAGEMENT
FACULTY OF ENGINEERING & TECHNOLOGY
SRM UNIVERSITY
KATTANKULATHUR 603 203.
7
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BONAFIED CERTIFICATE
This is to certify that the project report entitled A Project Report On CUSTOMER
PREFERENCE FOR DSC HYUNDAI MOTOR PVT LTD. CHENNAI, submitted by S.ARVINDHRAJ
in partial fulfilment for the project in award of Master of Business Administration (MBA) of SRM
University, Kattankulathur is a bonafied research work carried out under my supervision and guidance
and no part of this project has been submitted for any other degree / diploma.
The assistance and help received during the course of the investigation has been fully
acknowledged.
Dated: ____________ Dr. T. RAMACHANDRAN
(PROFESSOR)
SRM school of Management,
Kattankulathur.
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ACKNOWLEDMENT
It is difficult to acknowledge a precious debt as that of learning as it is the only debt that
is difficult to repay except through gratitude.
First and foremost I wish to express my profound gratitude to the almighty, the merciful
& compassionate with whose grace & blessings I have been able to complete this work.
It is my profound privilege to express my sincere thanks to the Dean Dr.JAYSHREE
SURESH (School of Management), for giving me an opportunity to work on the project and
giving me full support in completing this project.
I am very thankful to my guide Dr. T. RAMACHANDRAN (Professor in SRM
University, Kattankulathur) for him full support and guidance in completing this project work.
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DECLARATION
I, M.H.ABOOBAKAR SIDDIQUE (35080013) hereby declare that the project "A Project Report
On CUSTOMER PREFERENCE FOR DSC HYUNDAI MOTOR PVT LTD. CHENNAI " under the
supervision and guidance of Dr. T. RAMACHANDRAN (Professor in SRM University,
Kattankulathur) department of management studies SRM, Kattankulathur is the result of the
original work done by me and to the best of my knowledge, a similar work has not been
submitted to any university or any other institution.
Place: Name:
Date: Register no:
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CONTENT
CHAPTER TITLE PAGE NO
1 Introduction 1
2 Objectives of Study 3
3 Scope of the Study 5
4 RESEARCH METHODOLOGY 7
4.1) Research Design 8
4.2) Data collection 8
4.3) Sampling 9
4.4) Statistical Tools 10
4.5) Limitation of the Study 11
5 Industry Profile
12
Company of the Profile
6 Data Analysis and Interpretation 19
7 Findings 46
8 Suggestions 48
9 Conclusion 50
10 Annexure 52
11 Bibliography 56
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LIST OF TABLES
SL.No List of Tables Page No
1.1 Income Group Of Customers 20
1.2 Knowledge about the location of the showroom 22
1.3 Visited the showroom before 24
1.4 Convenience of parking 26
1.5 Buying decision for a four wheeler 28
1.5.1) Test the Chi Square for Buying decision for a Four Wheeler 29
1.6 Interior of Hyundai 30
1.7 Visited other Hyundai showroom before coming to this showroom 32
1.8 Various other brands seriously considered before coming to thisshowroom
34
1.9 Relationship between Fuel Efficiency and Maintenance usingChi Square Test
36
1.10 Price list of Hyundai cars 38
1.11 Offers expected from dealers 40
1.12 Expectations from the dealers 42
1.13 Customer service in the showroom 44
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LIST OF CHARTS
SL.NO LIST OF CHARTS PAGE NO
1.1 Income group of customers 21
1.2 Knowledge about the location of the showroom 23
1.3 Visited the showroom before 25
1.4 Convenience of parking 27
1.5 Interior of Hyundai 31
1.6 Visited other Hyundai showroom before coming to this showroom 33
1.7 Various other brands seriously considered before coming to thisshowroom
35
1.8 Price list of Hyundai cars 39
1.9 Offers expected from dealers 41
1.10 Expectations from the dealers 43
1.11 Customer service in the showroom 45
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CHAPTER 1
INTRODUCTION
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INTRODUCTION
The idea that customers prefer one product or one service over another is not new.The ability to
identify and measure the elements of such preference decisions with any accuracy and reliability
has only recently become available.
The project is made on the project title Customer Preference of Hyundai Cars
Today there is a cut throat competition in the market and an automobile industry cannot escape itself from
this competition. So it became very important for every company of this industry. So this project is very
important for DSC HYUNDAI MOTORS LTD to increase the satisfaction level of customers
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CHAPTER 2
OBJECTIVES OF THE STUDY
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OBJECTIVES OF THE STUDY
Tofind out the different strategies used by the company to increase thesales.
To find out how these strategies useful to company as well as customers. To find out customers satisfaction level
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CHAPTER 3
SCOPE OF THE STUDY
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SCOPE OF THE STUDY
Today there is a cut throat competition in the market and an automobile industry
cannot escape itself from this competition. So it became very important for every
company of this industry. So this project is very important for DSC HYUNDAI
MOTORS LTD to increase the satisfaction level of customers
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CHAPTER 4
RESEARCH METHODOLOGY
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RESEARCH METHODOLOGY
Research design:
The project works titled A STUDY ON CUSTOMER PREFERENCE in DSC HYUNDAI. A
description research design was chosen keeping in view the objectives of the research with accurate
description of variables in the problems method.
Data collection method:
The method of collecting primary and secondary data since the primary data are to be originally collected,
while the secondary data is the collection works merry that of completion
1.Primary data:
It is collected through survey method, through direct communication with respondents. It is data gathered
for a specific purpose or a specific research project. The questionnaire is administration to the respondents
and doubt relating to the question were explained and cleared.
2.Secondary data:
The secondary data, which was various source like company records, magazines, trade journals, websites
and investment publication
Research Instrument:
The research instructed used for collecting vary data is a questionnaire. The survey was collected
structured questionnaire, question some of which asked the respondents to choose are among several
alternatives; the questionnaire is prepared by using both close ended question and open ended questions.
Sampling:
Sampling allows concentrating our attention upon a relatively smaller number of people and hence, to
devote more energy to ensure that the information collected from them is accurate.
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Sampling method:
a) Probability sampling: In this method of sampling each unit of the population has a definechance of being included in the sample,
b) Non probability sampling:In this sampling method for selecting the units of the samples isadopted. The basic of selection can be simply opportunity convenience and purpose.
The research has adopted non probability sampling method for this study.
Sampling unit target:
The main targets for this study are the customers of DSC HYUNDAI MOTOR LTD, CHENNAI. The
employees such as driver and owner of the car are included in the study.
Sampling size:
The total size of the sample is 150customers .
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STATISTICAL TOOLS:
DATA ANALYSIS:
The analysis of data collected through research has been done systematically. Simple percentage,
bar diagram, tables were used to represent variety of data that fall in the various categories, the
analysis has been done systematically and accurately so as to get correct and authentic results.
PERCENTAGE METHOD:
Percentage refers to a special kind of ratio. They are used in making comparison between two or more
series of data and they are used to desire relationship. It can also be used to compare the relative terms,
the distillation of two or more series of data. Since percentage reduces everything to a common base and
thereby allow meaningful comparison to be made.
CHI SQUARE TEST:
Chi Square Test 1:
To test whether there is any significant relationship between the responses for the satisfaction level in
order of priority while making a buying decision for a four wheeler.
HO: There is no significant relationship between the responses for the satisfaction level in order of
priority while making a buying decision for a four wheeler.
H1:There is significant relationship between the responses for the satisfaction level in order of
priority while making a buying decision for a four wheeler.
Chi Square Test 2:
To test whether there is any significant relationship between the responses for the satisfaction
level about fuel efficiency when compared to other Branded cars in the market.
HO:There is significant no relationship between the responses for the satisfaction level about
fuel efficiency when compared to other Branded cars in the market.
H1:There is significant relationship between the responses for the satisfaction level about fuel
efficiency when compared to other Branded cars in the market.
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LIMITATIONS OF THE STUDY
The sample taken may not be confirming to the actual population
Project duration was not sufficient to get in to the subject deeply.
Certain questions are not properly responded by the respondent
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CHAPTER 5
PROFILE OF THE COMPANY
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PROFILE OF HYUNDAI MOTORS
To enhance the international audiences brand recognition of Hyundai. During the FIFA World Cup in
Germany, Hyundai provided vehicles for ground transportation during the event and also carried out a
variety of marketing events such as "Goodwill Ball Road Show", "Hyundai Football Championships",
"Be there with Hyundai", South Korea's leading carmaker, Hyundai Motor produces compact and luxury
cars, SUVs, and minivans, as well as trucks, buses, and other commercial vehicles. The company re-
established itself as South Korea's leading carmaker in 1998 by acquiring a 51% stake in Kia Motors
(since reduced to about 39%). Selling cars in the US since 1986, Hyundai started selling its heavy trucks
stateside in 1998. Hyundai's models for the North American market include the Accent and Sonata;
models sold elsewhere include the GRD and Equus. The company also manufactures machine tools for
metalworking applications, such as horizontal machining, turning, and vertical machining.
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OVERVIEW
Hyundai Motor Company is a Korea-based automobile manufacturer. The Company produces and
markets passenger cars under the brand names of Equus, Genesis, Genesis Coupe, Azera, Sonata, Elantra,
Accent, Getz, i30, i30cw, i20 and i10; recreational vehicles under the brand names of Veracruz, Santa Fe,
Tucson, Matrix and H-1, and commercial vehicles, which include medium and heavy duty trucks, and
buses. The Company also provides automobile maintenance
Hyundai Motor Company Limited. The Group's principal activities are manufacturing and selling
automobiles. It produces and sells passenger cars under the brand names Equus, Genesis, Genesis Coupe,
Azera, Sonata, Elantra, Accent, Getz, i30, i30cw, i20 and i10; recreational vehicles
Business Description
Under the brand names Veracruz, Santa Fe, Tucson, Matrix and H-1, and commercial vehicles, whichinclude medium and heavy duty trucks, and buses. The Group also provides automobile maintenance
services. Operations of the Group are domiciled in Korea.
Global motor shows introducing new possibilities of the future
By introducing new technology for future vehicles in the worlds prominent motor shows, Hyundai has
attained equal status as the worlds leading automobile companies. Through the motor shows, which are
the premiere venues, new production cars and futuristic concept cars are introduced. In 2007, at the
Geneva Motor Show, Hyundai revealed the "QarmaQ", a crossover SUV concept car, and "Hyundai i30",
a European model strategic vehicle.
Sports marketing program that shares our customers passion
In 1999, Hyundai began a relationship with the UEFA(Union of European Football Associations) and the
FIFA(International Federation of Football Associations) and has been an official sponsor for international
soccer tournaments such as Euro 2000, the 2002 World Cup Korea-JapanTM and Euro 2004 etc.
Last year, as the official Automotive Partner of FIFA World Cup, Hyundai successfully deployed its
sports marketing campaign and created an opportunity etc. As the official sponsor, Hyundai will continue
to bond with soccer fans all over the world
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KEY DEVELOPMENTS FOR HYUNDAI MOTOR CO (005380)
Hyundai Motor Co. Launches All-New Compact Sedan At the 2010 Busan International Motor
Show in Korea
05/6/2010
Hyundai Motor Co. has unveiled its all-new compact sedan, codenamed 'MD' at the 2010 Busan
International Motor Show in Korea. The model features Hyundai's signature 'Fluidic Design'
philosophy, Gamma GDI (Gasoline Direct Injection) range of engines, coupled with a six-speed
automatic transmission. The vehicle features HID (High Intensity Discharge) headlamps, LED
rear combination lamps, heated rear seats, puddle lamps, and a colour TFT LCD information
display nestled in the instrument cluster.
Hyundai Motor Co. Announces its Reclining Seat Kills in Car Accident
05/5/2010
A federal jury in San Angelo found that Hyundai Motor Co.'s reclining seat caused the death of a
passenger in a single car accident of a 2005 Hyundai Tucson Sport Utility Vehicle (SUV). The
lawsuit marks the first time ever that a jury has found that a defect in a reclining seat can kill a
passenger in a car accident even though they buckled their seat belt. Dallas injury attorney Todd
Tracy of the Tracy Firm Attorneys at Law has warned drivers for decades that reclining seats can
kill or cause severe injury to their passengers in car accidents. The automobile industry and auto
dealerships advertise reclining seats as an inexpensive luxury accessory for passenger comfort on
the road and highway. They tell car buyers that the family can lay back, rest, and even sleep. But
for dozens of years there's been growing evidence that reclining seats kill or cause severe injury
such as paralysis in car accidents.
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Hyundai Motor Co. Reinstates Two Sacked Employees
05/4/2010
Hyundai Motor India Ltd's dismissed employees have come forward for out of court settlement
with the company. As part of this a group of employees, who were dismissed earlier on
disciplinary grounds, approached the company for a direct settlement. The company began
negotiations with them and so far it has settled the issue with two employees and the process is
underway with another 20 employees. Under the settlement, all dismissed employees will get
their statutory dues and ex-gratia payment. The outside union which had been demanding the
reinstatement of these employees is now preventing these employees from coming to a direct
settlement with the company, Hyundai claimed. and will be well recognized as a global leading
brand.
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PROFILE OF DSC MOTORS PVT LTD
DSC MOTOR PVT. LTD. Is a leader among the dealers of Hyundai motors India ltd., in
CHENNAI, Tamil Nadu, for the 11 years. The registered office of the company is
situated at 399, Anna Salai, Nandanam, Chennai-600035.
The company was incorporated on 21stNovember 1997 and is being ably managed by
a Board of Directors. Late Mr.Dhanapal. aged 73 , was thw Founder Chairman and
Managing Director of the company. His sons, Mr.D.Selvakumar , MBA and
Mr.D.Chandrasekaran,B.E are the Director-Services and Director-Sales respectively.
The company is a well-established business entity in the automobile industry and
presently doing a turnover of MORE THAN Rs.160 Crores per annum in Hyundai cars
sales. service and spares.
Mr.R.Dhanapal was one of the earliest operator of private bus services in the city and
the family has been in the Automobile industry for the past three generations. Originally
the family was in to the business of Sales and Services of bajaj two wheelers. The
dealership was operating under the banner of M/s RDS Automobiles, for over 10 years
from 1987-97. During that period the dealership was honors with the Best Service
Dealer award in Chennai . Subsequently it is changed into M/s RDS Auto and doing its
business at porur , Mr.D.Selvakumar , MBA and Mr.D.Chandrasekaran as partners. The
Showroom and Service center has a total area of 2500Sq. Ft. As a part of diversification
M/s RDS Automobiles graduated into four wheelers dealership with Hyundai motors
India ltd. In 1997 and has been performing successfully since then
DSC Motors Showroom is situated at Anna Salai, the arterial road, right in the heart of
Chennai city and another showroom is situated at No.256,Poonamakee Trunk Road,
Iyyapanthanga, Chennai -600 056. The advantage of having the showroom on the
arterial road of Chennai city is ensuring continues stream of visitors to the showroom.
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DSC Motor Pvt. Ltd. Is also supported by a well established after sales service and
spares through three of its State-of-the-art Service Workshops, operating from 48/5
Majestic Studios Complex, Saligramam, a film-town popularly known as kollywood, 10-
26, Anna Salai as Saidapet and another one in Kattupakkam, thus catering to the
b=need of customers from all the parts of Chennai city and suburbs.
The car Sales and Marketing division is headed by the Director-Sales,
Mr.D.Chandrasekaran, ages 44 Yrs, of the company. The Director-Service,
Mr.D.Selvakumar, aged 46, who looks after the operation of Service and Spare parts,
heads the Three service centers.
The company has strength of about 400 employees, which include a team of well
qualified and highly experienced professionals, managers, executives, engineers and
technicians, who have proven record in their respective field of operations. The
company has a cordial working atmosphere focused on development of HR and quality
of life of all these stakeholders. The company is currently has the patronage of very vast
spectrum of customers, varying from salaried class to leading industrialists, eminent
personalities, professionals and larger corporate, service sectors and government
establishments.
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CHAPTER 6
DATA ANALYSIS AND INTERPRETATION
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TABLE 1.1 SHOWING THE INCOME GROUP
S.No INCOME GROUP FREQUENCY PERCENTAGE
1 15000-25000 18 12%
2 25000-50000 57 38%
3 50000-75000 35 23%
4 75000 + 40 27%
RESPONDENTS TOTAL 150 100%
INFERENCE
It can be inferred from the table that more than 60% of the
customers income ranges from 25000-75000
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CHART1.1 SHOWING THE INCOME GROUP
INFERENCE
In this case 12% of them responded 15000-25000
38% of them responded 25000-50000
23% of them responded 50000-75000
27% of them responded 75000+
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TABLE 1.2 SHOWING THE KNOWLEDGE ABOUT THE LOCATION OF
THE SHOWROOM
S.No PRIORITY FREQUENCY PERCENTAGE
1 NEWSPAPER 18 12%
2 RADIO 5 3%
3 TELEVISION 7 5%
4 FRIENDS 57 38%
5 ROADVIEW 63 42%
RESPONDENTS TOTAL 150 100%
INFERENCE
It can be inferred from the table that more than 70% of the customers comes to know about
the location of the showroom through their friends and road view
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CHART1.2 SHOWING THE KNOWLEDGE ABOUT THE LOCATION OF THE SHOWROOM
INFERENCE
In this case 12% of them responded NEWSPAPER
3% of them responded RADIO
5% of them responded TELEVISON
38% of them responded FRIENDS
42% of them responded ROADVIEW
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TABLE 1.3 SHOWING VISITED THE SHOWROOM BEFORE
S.No VISITED BEFORE FREQUENCY PERCENTAGE
1 YES 57 38%
2 NO 93 62%
RESPONDENTS TOTAL 150 100%
INFERENCE
It can be inferred from the table that more than 60% of the customers did not visited the
showroom before.
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CHART1.3 SHOWING THE VISITED THE SHOWROOM BEFORE
INFERENCE
In this case 62% of them responded YES
38% of them responded NO
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TABLE 1.4 SHOWING THE CONVINIENCE OF PARKING
S.No CONVINIENE
T
FREQUEN
CY
PERCENTAG
E
1 YES 18 12%
2 NO 132 88%
RESPONDENTS TOTAL 150 100%
INFERENCE
It can be inferred from the table that more than three fourth of the customers feels
inconvenience in parking their car
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CHART 1.4 SHOWING THE CONVINIENCE OF PARKING
INFERENCE
In this case 88% of them responded NO
12% of them responded YES
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TABLE 1.5 SHOWING THE PRIORITY WHILE MAKING A BUYING DECISION FOR A
FOUR WHEELER
S.No PRIORITY FREQUENCY PERCENTAGE
1 AESTHETIC/LOOK 60 40%
2 PRICE 42 28%
3 MILEAGE 18 12%
4 MAINTANANCE 23 15%
5 COMPANY SERVICE
COMFORT
7 5%
RESPONDENTS TOTAL 150 100%
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TABLE 1.5.1 SHOWING HYUNDAI INFLUENCING IN ORDER OF PRIORITY WHILE
MAKING A BUYING DECISION FOR A FOUR WHEELER WITH CUSTOMER
STATISFICATION:
Priority O E 0-E (O-E)2
(O-E)2/E
Aesthetic Look 60 30 30 900 30
Price 42 30 12 144 4.8
Mileage 18 30 -12 144 4.8
Maintenance 23 30 -7 49 1.63
Company Service
Comport
7 30 -23 529 17.63
Total 150 11.72
df =4,(CV)=11.72, (TV)=9.49
Table Value at 5% Level of Significance degree of freedom value 4 is 9.49
INFERENCE:
Since the calculated value of the X 2 is less than the table value, we accept the null hypothesis and
concluded that there is no significant relationship between the responses for the satisfaction level in order
of priority while making a buying decision for a four wheeler.
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TABLE 1.6 SHOWING THE INTERIOR OF HYUNDAI CARS
S.No INTERIOR OF
HYUNDAI
FREQUENCY PERCENTAGE
1 VERY GOOD 90 60%
2 GOOD 30 20%
3 SATISFIED 19 13%
4 NOT SO
GOOD
7 5%
5 NOT SATISFIED 4 2%
RESPONDENTS TOTAL 150 100%
INFERENCE
It can be inferred from the table that more than three-fourth of the customers are satisfied
with the interior of Hyundai cars
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CHART1.5 SHOWING THE INTERIOR OF hYUNDAI
INFERENCE
In this case 60% of them responded VERY GOOD
20% of them responded GOOD
13% of them responded SATISFIED
05% of them responded NOT SO GOOD
02% of them responded NOTSATISFIED
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TABLE 1.7 SHOWING THE VISITED ANY OTHER HYUNDAI SHOWROOM BEFORE
COMING TO THIS SHOWROOM
S.No VISITED FREQUENCY PERCENTAGE
1 YES 30 20%
2 NO 120 80%
RESPONDENTS TOTAL 150 100%
INFERENCE
It can be inferred from the table that more than three fourth of the customers did not visited
any other showroom before coming to this showroom
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CHART 1.6 SHOWING THE VISITED ANY OTHER HYUNDAI SHOWROOM BEFORE
COMING TO THIS SHOWROOM
INFERENCE
In this case 20% of them responded YES
80% of them responded NO
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TABLE 1.8 SHOWING THE OTHER BRANDS SERIOUSLY CONSIDERED BEFORE
COMING TO THIS SHOWROOM
S.No BRANDS FREQUENCY PERCENTAGE
1 FORD 58 39%
2 SKODA 12 8%
3 MARUTHI 60 40%
4 HONDA 08 5%
5 TOYOTA 12 8%
RESPONDENTS TOTAL 150 100%
INFERENCE
It can be inferred from the table that more than three-fourth of the customers seriously
considered ford and skoda before coming to this showroom
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CHART 1.7 SHOWING THE OTHER BRANDS SERIOUSLY CONSIDERED BEFORE
COMING TO THIS SHOWROOM
INFERENCE
In this case 39% of them responded FORD
8% of them responded SKODA
40% of them responded MARUTHI
5% of them responded HONDA
8% of them responded TOYOTA
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Tabel1.9:RelationshipbetweenFuelEfficiencyandMaintenanceusingChi
SquareTest
VeryGood Good Satisfied NotSo
Satisfied
NotSatisfied Total
FuelEfficiency 30 64 38 12 6 150
Maintenance 34 55 42 10 9 150
Total 64 119 80 22 15 300
TotalOfFrequency:
32 60 40 11 8 150
32 59 40 11 7 150
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SL.NO O E OE (OE)2
(OE)2/E
1 30 32 2 4 0.12
2
34
32
2
4
0.10
3 64 60 4 16 0.27
4 55 59 4 16 0.27
5 38 40 2 4 0.10
6 42 40 2 4 0.10
7 12 11 1 1 0.90
8 10 11 1 1 0.90
9
6
8
2
4
0.50
10 9 7 2 4 0.57
TOTAL 3.78
df=4,CalculatedValue(CV)=3.78,TabulatedValue(TV)=5.49
5%LevelOfSignificanceTablevalue=9.49
INFERENCE:
Since the tabular value is lesser than the calculated value Ho (Null hypothesis) can be
accepted. I.e.,HO:There is significant no relationship between the responses for the satisfaction
level about fuel efficiency and Maintenance when compared to other Branded cars in the market.
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TABLE 1.10 SHOWING THE PRICE LIST OF HYUNDAI CARS
S.No MAINTENANCE FREQUENCY PERCENTAGE
1 EXPENSIVE 33 22%
2 ECONOMY 90 60%
3 NO IDEA 27 18%
RESPONDEN
TS
TOTAL 150 100%
INFERENCE
It can be inferred from the table that 60% of the customers says the price of Hyundai cars are economy
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TABLE 1.8 SHOWING THE PRICE LIST OF HYUNDAI CARS
INFERENCE
In this case 22% of them responded EXPENSIVE
60% of them responded ECONOMY
18% of them responded NO IDEA
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TABLE 1.11 SHOWING THE OFFERS EXPECTED FROM THE DEALERS
S.No OFFERS FREQUENCY PERCENTAGE
1 FREE
INSURANCE
82 55%
2 DISCOUNT 15 10%
3 SERVICE PERIOD
EXTENSION
5 3%
4 FINANCE WITH
0% INTEREST
48 32%
RESPONDENTS TOTAL 150 100%
INFERENCE
It can be inferred from the table more than half of the customers expect free insurance from
the dealer
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CHART 1.9 SHOWING THE OFFERS EXPECTED FROM THEDEALERS
INFERENCE
In this case 55% of them responded FREE INSURANCE
10% of them responded DISCOUNT
03% of them responded SERVICE PERIOD EXTENSION
32% of them responded FINANCE WITH 0% INTEREST
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TABLE 1.12 SHOWING THE EXPECTATON FROM THE DEALERS
S.No EXPECTATIONS FREQUENCY PERCENTAGE
1 INFORMATION ABOUT NEW
CARS
20 13%
2 INFORMATION ABOUT
SERVICE AND MILEAGE
15 10%
3 ASSISTANCE REGARDING
LOANS AND INSURANCE
30 20%
4 UNDERSTANDING
CUSTOMER NEEDS
85 57%
RESPONDENTS TOTAL 150 100%
INFERENCE
It can be inferred from the table more than half of the customers expect that dealers should
understand their customer needs
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CHART 1.10 SHOWING THE EXPECTATON FROM THE DEALERS
INFERENCE
In this case 13% of them responded INFORMATION ABOUT NEW CARS
10% of them responded INFORMATION ABOUT SERVICE AND
MILEAGE
20% of them responded ASSISTANCE REGARDING LOANS AND INSURANCE
57% of them responded UNDERSTANDING CUSTOMER NEEDS
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TABLE 1.13 SHOWING THE CUSTOMER SERVICE OF THE SHOWROOM
S.No MAINTENANCE FREQUENCY PERCENTAGE
1 VERY SATISFIED 112 75%
2 SATISFIED 33 22%
3 DISSATISFIED 5 3%
RESPONDENTS TOTAL 150 100%
INFERENCE
It can be inferred from the table more than 95% of the customers are satisfied with the
service provided by the showroom
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CHART 1.11 SHOWING THE CUSTOMER SERVICE OF THE SHOWROOM
INFERENCE
In this case 75% of them responded VERY SATISFIED
22% of them responded SATISFIED
03% of them responded NOT SATISFIED
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CHAPTER 7
FINDINGS
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FINDINGS
From the analysis it is found out that more than half of the customers income ranges from 25000-75000
From that analysis it is found out that around 80% of the customers know about the location of theshowroom through their friends and road view.
From that analysis it is found out that 73% of the customers are provided estimated delivery time. From that analysis it is found out that 88% of the customers feels inconvenience in parking. From that analysis it is found out that more than 90% of the customers are satisfied with the interior
of Hyundai cars.
From that analysis it is found out that nearly half of the customers expect free insurance from thedealers.
From the analysis it is found that nearly 95%of the customers are satisfied with the service providedby the showroom.
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CHAPTER 8
SUGGESTIONS
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SUGGESTIONS
The company can arrange for valet parking since 90% of the feels inconvenience inparking their car
The showrooms ventilation is poor thus the customers are not satisfied at their waitingtime
The company can give offers and schemes to attract customers since more than half ofthe customers expect free insurance and discount on the sale of car
According to surveyed respondents found that Mileage, Price, Style and the Comfort arethe most sought after features one looks at, while buying a car. on the higher side is the
fuel efficiency, the spare parts availability and maintenance costs are other features,
Which one should look into buying a car, So manufacturer has to consider these aspects
to attract and retain customers towards brand of company
The results of the survey conducted showed that customers are eager to purchase aHyundai branded cars. So the buying behavior of customers that most of the customers
purchase a car based on Mileage followed by price and maintenance of car.
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CHAPTER 9
CONCLUSION
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CONCLUSION
According to the study it is found that the customers are satisfied in interior of Hyundai cars, fuel
efficiency and maintenance and customer service of the showroom. There is a good relationship
between the customers and the showroom staff.
Thought the overall level of customer satisfaction among the customers is good, still there are
areas, which have to be considered. Such areas are identified and suggestions to improve thelevel of customer satisfaction are already cited. Thus, the organization has to sustain the present
customer satisfaction level and also to implement measure to improve it further.
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CHAPTER 10
ANNEXURE
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ANNEXURE
1. NAME :2. ADDRESS :3. CONTACT NUMBER :4. INCOME GROUP
a. 15, 000-25,000 b. 25, 000-50,000
c. 50, 000-75,000 d. Above 75,000
5. How do you come to know about this location of the Showroom?a. News paperb. Radioc. Televisiond. Friendse. Road view
6. Have you visited this Showroom Before?a. Yes b. NO
7. Is the parking sufficient?a. YES b. NO
8. Please rank the following features in order of priority while making a buyingdecision for a four wheeler?
a. Aesthetic/Lookb. Price
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c. Mileaged. Maintenancee. Company service comport
9. How do you find the interior of Hyundai?a. Very Goodb. Goodc. Satisfiedd. Not so Goode. Not satisfied
10.Have you visited other Hyundai showroom before coming to this showroom?a. YES b. NO
11.What other Brand(s) did you seriously consider before coming to this showroom?a. Fordb. Skodac. Maruthid. Hondae. Toyota
12.What do you feel great about fuel efficiency when compared to other Brandedcars in the market?
a. Very Goodb. Goodc. Satisfiedd. Not so goode. Not Satisfied
13. What do you feel great about maintenance when compared to other Branded carsin the market?
a. Very Goodb. Goodc. Satisfied
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d. Not so goode. Not Satisfied
14.Whats your opinion on the price list of Hyundai Cars?a. Expensiveb. Economyc. No idea
15.What kinds of offer do you expert from the Dealers?a. Free insuranceb. Special discount on sale of carc. Extending the service periodd. Finance availability with 0% interest
16.What more do you expert from dealer?a. Information about New Carsb. Information about Service and Mileagec.
Assistance regarding loans and Insurance
d. Understanding customer needs17.Are you satisfied with the Customer services of the Showroom?
a. Very satisfiedb. Satisfiedc. Dissatisfied
18.Suggestions
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CHAPTER 11
BIBLOGRAPHY
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BIBLOGRAPHY
Marketing Management-Ian Andrew, 11thedition, 2004.Mount Hill Publications.
Research Methodology - C.R. Kothari, 2ndedition, Re print Edition 2000.Vishws Prakashan Publications, New Delhi.
Market Research - Mario van Hamersveld, 9
th
edition, Re print Edition2003.
WEB SITES :
www.google.com
www.hyundai.com
www.dschyundai.co.in
http://www.google.com/http://www.hyundai.com/http://www.dschyundai.co.in/http://www.dschyundai.co.in/http://www.dschyundai.co.in/http://www.hyundai.com/http://www.google.com/7/22/2019 Customer Pref Proj
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