225745984 Customer Satisfaction in Hyundai Doc

8/18/2019 225745984 Customer Satisfaction in Hyundai Doc

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A

PROJECT REPORT

ON

“CUSTOMER SATISFACTION”

IN

SUBMITTED IN PARTIAL FULFILLMENT OF AWARD OF DEGREE OFBACHELOR IN BUSINESS ADMINISTRATION

Affiliated To : C.C.S. Unie!"it#$ NoidaACADEMIC SESSION

%&'(')&'(*+

INSTITUTE OF MANAGEMENT STUDIES,A-8, B-IMS, Campus, Sec-6, NOIDA

SUBMITTED TO: SUBMITTED B,:

M!. At-le" Sa!/a S-0eet 1-/a! 2Fa3-lt# of BBA De4a!t/ent5 Roll No 6 7(789(*

BBA 6 It Se/.

1


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DEC!ARATION

I Sujeet Kumar pursuing Bac"e#$% $& Bus'(ess A)m'('s*%a*'$( +BBA from IMS, N$')a in

session 2010-2013. I Hereby Declare That This summer training project report titled

“CUSTOMER SATISFACTION ON .UNDAI MOTORS” is the outcome of my on

effort at M/ R/ 0u()a' organi!ation under the guidance of M%/ SUMIT SARMA +G/M/

The same report has not been submitted earlier to any institute"#ni$ersity for aarding the any

degree"diploma of 1Bac"e#$% $& Bus'(ess A)m'('s*%a*'$(2 are any other professional course. if

there ill be any $iolation of I%& than I ill be solely responsible to that and in institute"

uni$ersity has right to cancelled my degree.

Date'''''

P#ace SIGNATURE IN FU!!//////////

Sujeet Kumar

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AC3NO4!EDGEMENT

(s a student) a lot of guidance is needed to me for preparing this report. I am $ery grateful to of

Hyundai *otor India +imited ithout hose guidance and help the +ast but not the least I

ould li,e to than,s to (cademics ithout hose feedbac, and encouragement this

project ould not ha$e been possible. Their help has gone a long ay in successful

completion of my project.

research ould ne$er been possible.

I am also indebted to number of consumers for sharing their insight and eperiences ith me.

I ould li,e to than, colleagues and friends from I*) /oida and elsehere for their help and

assistance in the compilation of this or,.

(t last but not least) I ould li,e to than,s all those ho directly or indirectly helped me to

prepare this project report.

I ould li,e to than, to my eternal guide *r. (tulesh harma aculty of ( Dept..

SUJEET KUMAR

BBA-5IT SEM/

3


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TAB!E OF CONTENST

Title %age /o.4

%art 14

(bout 5ustomer atisfaction 6

Introduction of organi!ation 7

rief history of the organi!ation 16

8rgani!ation %erformance 19

8rgani!ation products"ser$ices 1:

*ajor challenges of the organi!ation 6:

%art 24

Introduction of problem 90

8bject of study 91

+iterature re$ie 92

cope of study 93

&esearch *ethodology 9;

Data %resentation 9<:7

&esults = indings

uggestion


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ABOUT CUSTOMER SATISFACTION

Cus*$me% sa*'s&ac*'$() a business term) is a measure of ho products and ser$ices supplied by a

company meet or surpass customer epectation. It is seen as a ,ey performance indicator ithin business and is part of the four of a alanced corecard.

In a competiti$e mar,etplace here businesses compete for customers) customer satisfaction is

seen as a ,ey differentiator and increasingly has become a ,ey element of business strategy.>1?

Hoe$er) the importance of customer satisfaction diminishes hen a firm has increased

bargaining poer . or eample) cell phone plan pro$iders) such as (T=T and @eri!on)

participate in an industry that is an oligopoly) here only a fe suppliers of a certain product or

ser$ice eist. (s such) many cell phone plan contracts ha$e a lot of fine print ith pro$isions that

they ould ne$er get aay if there ere) say) a hundred cell phone plan pro$iders) because

customer satisfaction ould be ay too lo) and customers ould easily ha$e the option of

lea$ing for a better contract offer.

There is a substantial body of empirical literature that establishes the benefits of customer

satisfaction for firms.

A/ I(*%$)uc*'$(

(lthough companies conduct customer satisfaction research for $arious reasons) the o$erall goal

is to help them Astay as close to their customers as humanly possible.B90 *any leading edge

companies and research firms focus on obtaining useful feedbac, from customers and clients and

con$erting it into AactionableB steps to impro$e their performance. ome ant feedbac, from

customers about eisting or ne products and ser$ices. 8thers ant to ,no ho to target their

resources on issues of concern to customers. till others ant to demonstrate a commitment to

listening to their customers. (s a by-product) customer feedbac, can pro$ide actual eamples of

good and bad practices for employee training and continuous impro$ement efforts. The

organi!ationCs objecti$es define hat it ants to learn from customers and guides ho the

information is collected. perts ad$ise that first defining measurable objecti$es ill allo

organi!ations to Alearn the effecti$eness of your sur$ey) and it ill help you in rein$esting the

information you learned.B92 In general) the research focus is ho reliably the organi!ation

fulfills customer satisfaction and hat can be done to impro$e. AThe most acti$e $erb hen you

6

http://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Technical_termhttp://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-0http://en.wikipedia.org/wiki/Bargaining_powerhttp://en.wikipedia.org/wiki/Cell_phonehttp://en.wikipedia.org/wiki/AT%26Thttp://en.wikipedia.org/wiki/Verizonhttp://en.wikipedia.org/wiki/Oligopolyhttp://en.wikipedia.org/wiki/Fine_printhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Technical_termhttp://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-0http://en.wikipedia.org/wiki/Bargaining_powerhttp://en.wikipedia.org/wiki/Cell_phonehttp://en.wikipedia.org/wiki/AT%26Thttp://en.wikipedia.org/wiki/Verizonhttp://en.wikipedia.org/wiki/Oligopolyhttp://en.wikipedia.org/wiki/Fine_print


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spea, in the $ocabulary of customer satisfaction is to improve.B Ho freEuently an organi!ation

measures customer satisfaction depends on the nature of its ser$ice and hat it ants to gain. or

instance) if customers ma,e daily decisions about the ser$ices offered) freEuent measurement is

appropriate. *any consumer product and ser$ice companies need this type of day-to-day or

ee,ly information.

The /ational %erformance &e$ie /%& found that Abest-in-businessB organi!ations solicit

feedbac, from customers before) during) and after ser$ice. The methods chosen for measuring

customer satisfaction depend on customer characteristics) time a$ailability) costs) and the

information an organi!ation hopes to gather. *any of the top performing companies identified by

the /%& used sophisticated mar,et research techniEues4 Aeedbac, as obtained through

customer focus groups) customer usage and attitude sur$eys) supplier and partner sur$eys) and

detailed telephone) mail) and personal inter$ies. In one case) thousands of customer sur$eys

ere mailed out each ee,. (nother company maintained a detailed database containing all

pertinent facts about its customersC reEuirements.B96 5ommon methods of gathering customer

satisfaction information in the commercial orld include 1-


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or, done by %arasuraman) eithaml and erry +eonard + >3? beteen 17


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(ttracti$e) 8ne-Dimensional) *ust-e) Indifferent) &e$erse. The Nano model offers some

insight into the product attributes hich are percei$ed to be important to customers. Nano also

produced a methodology for mapping consumer responses to Euestionnaires onto his model.


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INTRODUCTION

Hyundai *otor India +imited H*I+ is a holly oned subsidiary of Hyundai *otor

5ompany) outh Norea and is the second largest car manufacturer and the largest passenger car

eporter from India. H*I+ presently mar,ets 3; $ariants of passenger cars across se$en models.

The antro in the segment) the Met! %rime) i10 and the %remium hatchbac, i20 in the O

segment) the (ccent and the @erna in the 5 segment) the onata Transform in the segment and

the Tucson in the #@ segment.

Hyundai *otor India +td) continuing ith its tradition of being the fastest groing passenger car

manufacturer) registered total sales of ;


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percent ith 2;63


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second plant in ebruary 2010 hich produces an additional 300)000 units per annum) raising

H*I+Gs total production capacity to 900)000 units per annum.

H*I+ has in$ested to epand capacity in line ith its positioning as H*5Gs global eport

hub for compact cars. (part from the epansion of production capacity) H*I+ currently has 2:2

strong dealer netor,s across India) hich ill be further bolstered in 2010.

In 200


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/DT@ %rofit 5ar = i,e India) the Qest @alue for *oney 5arC from 5/5 (utocar and

G%erformance 5ar of the LearG from usiness tandard *otoring.

Hyundai cars ha$e been a fa$orite at all aards ceremonies and has on many aards.

The onata mbera on the Gecuti$e 5ar of The Lear 2009G aard from usiness tandard

*otoring maga!ine and /DT@ %rofit 5ar = i,e India had declared the Tucson as the G#@ of

The Lear 2009G.

/ot only this) H*I+ has also been aarded the benchmar, I8 1;001 certification for its

sustainable en$ironment management practices.

Juality. rand poer. These are the to priorities for Hyundai *otor 5ompany as it prepares

for the future. /o longer content to follo and learn) Hyundai is no see,ing to lead the motor

industry in shaping the e$olution of motor $ehicles. ith HyundaiGs publicly stated goal of

becoming one of the top fi$e carma,ers in the orld by 2010) the Hyundai brand ill reEuire

careful repositioning. *anagement reali!es that achie$ing this goal ill reEuire strong

determination) resol$e but) abo$e all) stronger public confidence in the Hyundai name.

It ill also carry ith it a ne set of responsibilities) such as greater transparency in

management and the en$ironmental) social and economic facets of sustainable de$elopment. y

publicly announcing a ne global en$ironment management body last year) Hyundai reiterated

its commitment to leadership in the social sphere. Hyundai reinforced its place as a top-rated

carma,er by inning the 2003 Mlobal (utomoti$e hareholder @alue (ard presented by

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BRIEF ISTOR. OF .UNDAI MOTOR COMPAN.

stablished in 179:) Hyundai *otor 5o. has gron into the Hyundai-Nia (utomoti$e Mroup

hich as ran,ed as the orldCs fifth-largest automa,er in 200: and includes o$er to do!en

auto-related subsidiaries and affiliates. mploying o$er :6)000 people orldide) Hyundai

*otor posted sales of #:;.7 billion in 200: on a consolidated-basis and #32.< billion on a

non-consolidated basis. Hyundai $ehicles are sold in 173 countries through some 9)000

dealerships and shorooms.

Hyundai is epanding its globali!ation efforts ith fresh in$estments in 5hina) the #nited

tates and Tur,ey) apart from India. It has emerged as one of the largest car manufacturers in the

orld and is currently positioned at fifth ran, globally. The goal is to surge into the global top 3

by 2010.

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ORGANISATION PERFORMANCE

H*I+ gets 5& aard from Tamil /adu Deputy 5hief

*inister *r. *. N. talin

Hyundai i10 ins Gmall amily a$ourite 5ar (ardG

by 5arale.com

Hyundai i20 ins the Q@ieerCs 5hoice (ardC at the

8$erdri$e 5/5 T@ 1< (ards 2010.

Hyundai *otor India +td ins the aard for Q5ustomer

er$iceC at the (pollo (uto India est rand (ards

2010.

Hyundai i20 ins the QDesign of the LearC aard at the

/DT@ %rofit 5ar = i,e (ards 2010.

Hyundai i10 brand ambassador hahru,h Nhan ins the

Qrand (mbassador of the LearC aard at /DT@ %rofit

5ar = i,e (ards 2010.

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O%7a(':a*'$( P%$)uc*s

H*I+ presently mar,ets o$er 3; $ariants of passenger cars across se$en models) the antro) i10and Met! in the segment) the (ccent in the 5 segment) the @erna in the D segment) t onata in

the segment and the Tucson in the #@ segment. &ecently it has introduced i-20 in O

segment.

Sa(*%$

S*a()a%) Fea*u%es

Sa(*%$

N$(-

AC G! G!S

Fue# Op*'$(

%etrol

+%M -

5/MU

Sa&e*0 <

Secu%'*0

5hild-afety &ear Door +oc,s

Dual ide Impact eams

eat elts - ront = &ear nergy (bsorbing teering 5olumn

" 5ollapsible Day = /ight Inside &ear @ie

*irror -

5entral +oc,ing - -

elf +oc,ing Doors

1:


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E*e%'$%

5lear Headlamps = Tail lamps 8&@* - %assenger ide -

Tinted Mlass -

ody 5olour umper - - Detachable umper Insert

*oulding

aistline *oulding - -

ody 5olour &adiator Mrille

&ear poiler - -

ull heel 5o$er - -

I(*e%'$%

2 Tone eige = ron Interior Ney

colour

= 5 %illar Trims

&ear %arcel Tray -

ront pea,er Mrille on Dashboard

&ear pea,er Mrille

(sh Tray

ront *ap +amp il$er inish 5entre 5onsole = (5

@ents

5up holders

Dri$er side ront Door *ap %oc,et - -

Door Trim ith abric Insert - -

Sea*'(7

eating 5apacity 6 6 6

&ear eat Double olding

porty ront eats Integrated &ear eat Head

&estraints

eige = ron eat #pholstery -

C$m&$%* <

C$(9e('e(ce

("5 -

Heater

Trip meter " 8dometer

+o uel arning +amp

%oer teering -

Internally (djustable 8&@*s - -

%oer indos V ront - -

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&emote uel +id 8pener

&emote Tail Mate &elease

Intermittent ront iper = asher

Tec"('ca# spec'&'ca*'$(

SANTRO

=/= ! Pe*%$#

DIMENSIONS

8$erall +ength mm 3)696

8$erall idth mm 1)626

8$erall Height mm 1)670

heelbase mm 2)3


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The ne antro Wing sports stunning design changes hich include refreshing eteriors and

ne loo, luurious interiors. The ne front radiator grille) the full heel co$er and the rear

spoiler ma,es the ne antro Wing aesthetically more appealing and sporty. ith metallic

touches at multiple locations and plush ne to tone beige and bron color scheme) the ne

antro Wing adds elegance and style to the eisting great loo,s.

ENGINEERING

ENGINE

The Hyundai antro is poered by the ad$anced Hyundai psilon engine. mploying a patented

cylinder head design ith dual inlet $al$es) tumble ports and pent roof combustion chamber) this

engine produces incredible poer at a much loer rpm compared to any other car in its category.

ith its uniEue engine management the computer continuously sensing hatGs happening inside

the engine) to constantly monitoring the engine performance) ma,es it ama!ingly responsi$e to

your touch and feel.

De$eloped to eacting global specifications at its fully integrated manufacturing plant near

5hennai) the ne Hyundai 12@ 8H5) inline ; cylinders) 10


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I-=>

S*a()a%) Fea*u%e

=/= I%)e =/=?=/ =/ 3appa

D-!'*e E%a Ma7(a Sp$%*:

As*

a

E@TERIOR 5lear Headlamps

= &ear

5ombination

+amp 8utside &ear @ie

*irror

Tinted Mlass ody 5olored

8&@* - - ody 5oloured

umper - ody 5oloured

ide Door Handles - - ody 5oloured

Tail Mate Handle - - aistline

*oulding - -

&adiator Mrille il$er inish

5hrom

e

5hrom

e

5hrom

e

5hr

ome&ear poiler ith

H*+ - - - ull heel 5o$er - -

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unroof - - - - 8

=/= 'RDE =/=?=/ =/ 3appa

D-!'*e E%a Ma7(a Sp$%*:

As*

a

INTERIOR

Dual Tone eige

Interior Ney colour *oulded r = &&

Door Trim "

pea,er %ro$ision

&ear %arcel Tray - - Delue ront

&oom +amp

5up holders ront Door *ap

%oc,et - ront Door ull

i!e (rm &est - &ear Door ull

i!e (rm &est - - Dri$er"5o Dri$er

eat ac, %oc,et - - - *etal inish Inside

Door Handles - - - teering heel -

+eather rapped - - - - Mear hift Nnob -

+eather rapped - - - - %ar,ing +e$er Mrip

- +eather rapped - - - -

&ed port! %ac, - - - 8U -

=/= 'RDE =/=?=/ =/ 3appa

D-!'*e E%a Ma7(a Sp$%*:

As*

a

INSTRUMEN

T PANE!

Tachometer - - lectronic Trip

meter lectronic

8dometer

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Digital 5loc, - - +o uel arning

+amp Door = Tailgate

(jar arning - - -

eat elt arning - - Ignition ,ey

reminder - - - -

attery a$er - - - -

=/= 'RDE =/=?=/ =/ 3appa

D-!'*e E%a Ma7(a Sp$%*:

As*

a

i-&ela ront eats ront %oer

indos - &ear %oer

indos ith

5hild +oc, - - COMFORT

<

CON5ENIEN

CE

Dri$er side ront

%oer indo

ith (utodon

and Illumination - - (ir 5onditioner

ith Heater

; peed loer - *otor Dri$en

lectronic %oer

teering -

Tilt teering - - olding type &ear

eat Internally

(djustable

8&@*s oldable (ssist

Mrips &emote uel +id

8pener

23


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Tec"('ca# Spec'&'ca*'$(

ITEMS =/= 'RDE =/ 3appa

DIMENSIONS

8$erall +ength mm 3696

8$erall idth mm 1676

8$erall Height mm 1660

heelbase mm 23


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ront

@entilated

Disc

&ear Drum

T.RE

i!e 166"


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ody 5olour ide

Door Handles - - - ody 5olour &ear

Marnish

Detachable Insert -

umper *oulding

aistline *oulding &ear poiler ith

H*+ - -

heel 5o$er

Hub

5ap

Hub

5ap ull ull

(lloy

heel(lloy heels - - - -

= 5 %illar Trims

2 Tone eige Interior

&ear %arcel Tray ooden 5entre

console - *ap %oc,et - rnt

Door ront Door ull i!e

(rm &est &ear Door ull i!e

(rm &est Door Trim ith

abric Insert - 5entre 5onsole Tray +uggage

5ompartment side

tray

TM Nnob - *etalinish

oldable (ssist Mrips

I(s*%ume(*

Pa(e#

Tachometer

lectronic Tripmeter

Digital 5loc,

+o uel arning

Door (jar arning

Tailgate (jar arning - - -

2:


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Sea*'(7

eating 5apacity 6 6 6 6 6&ear eat Double

olding

904;0 plit in rear ac,rest

Dri$er eat (rmrest - - - &eclining &r eat

ac, &est 5loth #pholstery emi emi emi ull ull

C$m&$%* <

C$(9e('e(ce

("5

Heater

loer peed ; ; ; ; ;%oer teering

Tilt teering Internally (djustable

8&@*s ront = &ear %oer

indos - &emote uel +id

8pener

5lutch oot &est &ear iper = asher - - -

&ear Defogger - - - @ariable Intermittent

ront iper =

asher @anity *irror - 5o-

Dri$er side

%oer 8utlet

&oof (ntenna

Tec"('ca# Fea*u%es

Ge*: P%'me

=/= ! P! =/ ! P!

DIMENSIONS 8$erall +ength mm 3


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mm

ront Trac, mm 1;60

&ear Trac, mm 1;;0

Nerb eight Ng 776 1012-1033uel Tan, 5apacity

+ ;6

ENGINE

/o. of 5ylinders ;

Displacement cc 10


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dri$e) you rest assured that you ill get a solid dri$e thatCs also easy on your poc,et. (nother

reason hy itCs a orld fa$orite.

1.1-litre petrol- To enhance your choice the pro$en poerful) fuel efficient e&+W engine)

remapped to deli$er e$en better performance characteristics) is no a$ailable on Met! %rime

TRANSMISSION

Met! offers the standard 6 speed manual transmission hich gi$es an impro$ed shift feel and

reEuires lesser shifting effort and lesser gear stic,ing. This transmission is ideal for a car in this

segment in Indian road conditions.

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I->

S*a()a%) Fea*u%e

ENGINE < TRIM P!AN

=/

3appa

P!

=/

CRD'

=/

Gamma

- P!

+AT

SAFET. < SECURIT.Day = /ight Inside &ear @ie *irror

&HD &ight Hand Dri$e 5ontrols

3 point rear centre seat belt

5entral +oc,ing 6 D& 5+

Ignition Ney &eminder - 5+ disabled

Immobiliser

Impact sensing auto door unloc,

og +amps &ear

og +amps ront -

( ith D

D+

only

Dual (irbags ront -

%( %assenger (irbag 8/"8 itch -

ront eat belt %retensioners -

ide = 5urtain (irbags ; air bags - -

E@TERIOR

raparound 5lear lens headlamps = tail lamps

ody 5oloured umpers ody 5oloured 8utside *irrors

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ody 5oloured 8utside Door = Tailgate Handles

ody 5oloured &adiator Mrille

&oof (ntenna

ull heel 5o$ers - -

(lloy heels - unroof - -

Tyre si!e

1:6":0

&1;

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&ear Defogger ith timer

attery a$er

5igar +ighter

%ortable (shtray

+uggage +amp Internally (djustable 8&@*s - -

lectrically (djustable 8&@*s -

lectrically olding 8&@*s -

Height (djustable Dri$er eat -

Neyless ntry ith olding Ney -

&ear iper = asher -

AUDIO

In-dash 2 DI/ 5DO*%3 *usic ystem

; pea,ers = 2 ront teeters

(udio Inputs - (uillary = #

(u

only

(u O

#

(u O

#

teering (udio &emote -

INSTRUMENT PANE! ? CENTRE FASCIA DISP!A.

Tachometer

+o uel arning lamp

Door = Tailgate (jar arning lamps

lectronic *ulti display *eter

(udio display

Dual Trip meter Dri$ing Time

Digital 5loc,

5alendar

8utside Temperature

Dri$er eat elt arning - lamp = chime

eat elt arning other ; seats -

%assenger (irbag 8n" 8ff display -

33


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Tec"('ca# Fea*u%es

ITEMS

=/ 3appa

P! =/ CRD'

=/ Gamma

P! +AT

DIMENSIONS

8$erall +ength mm 37;0

8$erall idth mm 1:10

8$erall Height mm 1606

heelbase mm 2626

ront Trac, mm 1606

&ear Trac, mm 1603

uel Tan, capacity litres ;6 ;6 ;6

ENGINE

/o. of cylinders ; ; ; /o. of $al$es 19 19 19

@al$etrain type 8H5 "

D8H5 D8H5

Displacement 55 117: 1379 1379

*aimum %oer %s " rpm


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Acce(*

S*a()a%) Fea*u%es

Acce(*

Eecu*'9e

D'me(s'$( < 4e'7"*

8$erall +ength mm ;260

8$erall idth mm 19:0

8$erall Height mm 13:0

heelbase mm 2;;0

Mround 5learance mm 1:2

ront Trac, mm 1;36

&ear Trac, mm 1;26

uel tan, 5apacity + ;6

E(7'(e /o. of 5ylinder ;

Displacement 55 1;76

Pe%&$%ma(ce

*a. %oer %s"rpm 76"6600*a. TorEue Ngf-m "

rpm 12.:"3600

T%a(sm'ss'$( Transmission 6 peed *anual

Suspe(s'$( ront uspension

*ac pherson strut ith

coil spring = stabili!er bar

&ear uspension

Dual lin, ith coil spring

= anti roll bar

S*ee%'(7

Type

%oer assisted rac, =

pinion

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B%aesront @entilated Disc

&ear self adjusting drums

T0%es Type 1:6":0 & 13

Des'7(

Hyundai (ccent has been designed ,eeping in mind your epectations from a true luury sedan.

ith its smooth blend of design) a !ippy responsi$e engine and ell appointed interiors) the

(ccent sure pac,s a lot more thrill into your dri$ing. (ccent offers all that a mid-si!ed sedan can

pac, and more.

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ENGINEERING

1.6 8H5 ngine &efined poer - The 1.6 8H5 in-line-;-cylinder engine deli$ers 76 %s of

poer and 12.: ,gm of torEue) offering superior refinement and dri$ability that is a benchmar,

for cars in its class.

PETRO! ENGINES

HyundaiCs 1.6 %etrol ngine features multi-point fuel injection and come ith a state-of-the-art

microprocessor for precise fuel deli$ery) high $elocity air inta,e and ehaust ports) tumble

airflo) dual inta,e $al$es) asymmetric roc,ers) harmonically balanced cran,s and ignition spar,

timing. These help ma,e a cleaner burning engine for reduced emissions. This engine is light due

to the use of ne materials such as space-age plastics and lighteight aluminum resulting in

more fuel-efficient and more en$ironment friendly engines.

3:


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5e%(a

S*a()a%) Fea*u%e

M$)e# 5e%(a

5a%'a(*

=/6 =/6 S@ =/

CRD'

=/ S@ =/ S@

5T5

T

5T5T 5GT CRD'

5GT

CRD'

5GT

Au*$m

a*'c

Fue# T0pe

Pe*%

$#

Pe*%$# D'ese# D'ese# D'ese#

E*e%'$%

ody 5olor umper 5hrome trip on aistline

*oulding

ody 5olor Door Handles

ody 5olor 8&@* &ear Defogger ull heel 5o$er - - -

(lloy heels - -

5hrome &ear Marnish

I(*e%'$%

ooden finish panels - -

%oer 8utlet 5lutch oot rest ront = &ear Door *ap

%oc,ets ith bottle holder

eat bac, poc,ets - - +eather rapped teering

heel = Mear Nnob - -

C$(9e('e(ce Digital 5loc,

+uggage /et - -

(ir conditioner

(utomatic climate control - (T5 - (T5 (T5

lectrically (djustable8&@*

3


39/81

un glass holder - -

Tachometer

+o fuel arning lamp

Door (jar arning lamp "chime

+am p +amp +amp +amp +amp

Ney /ot &emo$ed Height (djustable ront

eat elts - -

Tripmeter 2

1 O

Tripcom

puter 2

1 O

Tripcomp

uter

1 O

Tripco

mputer

Au)'$

2 Din *p3 %layer

; pea,ers ith Teeters

*icro (ntenna

Sea*'(7

904 ;0 plit folding &ear

eats &ear 5enter (rmrest "

5up Holder

ront seat 5enter (rmrest - -

Dual height (djustable

Dri$er eat - -

ull 5loth #pholstery

C$m&$%*

%oer indos ith time

lag %"indo ith Dr$ side

(uto Don

%oer = Tilt teering

Sa&e*0

5entral loc,ing system Ney less entry - -

ront og +amp 5lutch loc, system

( - -

Tec"('ca# Fea*u%es

Pe*%$# D'ese#T%a(sm'ss'$( Type *anual *anual (utomatic

37


40/81

DIMENSIONS

8$erall +ength

mm ;)3108$erall idth

mm 1)9768$erall Height

mm 1);70

heelbase mm 2)600uel Tan,

5apacity + ;6*in. Mround

5learance mm 1:0

Tyres

1:6":0

&1;1.9@T@T

1:6":0

&1; 1.6

5&Di

@MT1


41/81

=/6 DOC 5T5T PETRO! ENGINE

@erna @T@T %etrol engine ensures optimi!ed $al$e opening = closing for high performance)

lo fuel consumption and lo /@H /oise) @ibration) Harshness. It has High %oer-to-eight

ratio 73.


42/81

=/ CRDI 5GT DIESE! ENGINE

@ernaCs 1.6 5&Di @MT engine maimi!es efficiency of turbocharger for impro$ed acceleration

ith lo fuel consumption = emissions. It has precise $al$e control for superior performance.

The engine pro$ides more torEue-faster pic, up and has lesser gear shifts. The lo rpm

operations of 1.6 5&Di results in less ear = tear of the engine.

;2


43/81

S$(a*a T%a(s&$%m

The modern loo,s that made onata an international fa$orite o$er the years are no enhanced by

a number of detailed eterior impro$ements and some major design changes in the interiors.

(mong the at-a-glance bodyor, enhancements are the chrome radiator grille) ider front

bumper and air dam) larger headlamp clusters) slimmer body side moldings and the nely

designed 6 spo,e 19 inch alloy heels. (long ith the subtle touches of chrome) the to-tonefinish also complements the ood grain and satin embellishments. The thoughtfully designed

dials) ,nobs and inside door handles add elegance to its premium loo,. To accompany this ne

loo,) the materials used in the components ha$e been upgraded to impro$e their appearance) feel

and durability.

STANDARD FEATURES

/ Pe*%$# CRD' M?T CRD' A?T

Dual ront (irbags ith %( off

sitch ront eat elt %retensioners "

+oad +imiter

ront ide (ir ags 8 8 8

5urtain (irbags 8 8 8Height (djustable ront eat

elts

;3


44/81


45/81

C$m&$%* <

C$(9e('e(ce

ully (utomatic temperature

control

Dual

one Dual one Dual one

mart Ney - -

&ear %ar,ing ensors

8&@*s - lectric retractable - lectric adjustable

- Heated

ront center armrest

" 2

DI/

storage

" 2 DI/

storage

" 2 DI/

storage

90 4 ;0 plit folding &ear seat &ear 5entre (rmrest ith 5up

Holders

@anity mirror on sun$isor "illumination

bothside both side both side

un Mlass Holder

&ear reading lights 2-DI/ *%3 player ith #

and (#W in

teering audio remote ront = &ear pea,ers ith

teeters

%oer outlets - 2 /os ront = &ear %oer indos

ith time lag operation Dri$er indo ith pinch

guard) auto don = up

Tachometer Trip computer ith distance to

empty = ngine running time

Tec"('ca# spec'&'ca*'$(

/ 5T5T

/> CRD'

M?T

/> CRD'

A?T

8$erall +ength mm ;


46/81

D'me(s'$( <

4e'7"*

Mround 5learance

mm 1:0uel Tan, 5apacity

+itre :0

eating 5apacity /os. 6

E(7'(e

*odel Designation / 5T5T

/>

CRD' 5GT

/>

CRD' 5GT

/o. of 5ylinders ;-5ylinder

uel system *%I 5&Di 5&Di

Displacement cc 2367 1771 1771

Transmission

6 - peed

*anual

9 - peed

*anual

; - peed

H-*atic

Pe%&$%ma(ce

*a. Horsepoer

%s"rpm 1:6"9000 160"3


47/81

(n aero dynamical mar$el the onata has a distinct uropean eterior styling and body design.

The dynamic body contours ith prominent edge styling) forceful character lines = slee,er body

ma,e it a sho stealer on the road.

ENGINEERING

ENGINES

onata is a$ailable in 2 different ;-cylinder) poerful engine configurations a 2.0 5&Di @MT

Diesel engine and a 2.; D8H5 @T@T %etrol engine.

PETRO! ENGINE

T"e / DOC 5T5T %etrol engine is the second generation Theta ; cylinder petrol engine

features $ariable $al$e timing for the ehaust as ell as the inta,e. 2367 cc generates 1:6 %s Y

9000 rpm and 23.< Ngm Y;000 rpm.

;:


48/81

CRD' E(7'(e

/> CRD' 5GT D'ese#

Technical changes to the ehaust gas heat transfer system of the 5&Di @MT 1771 cc Diesel

engine ) increased poer to 160 %s at 3


49/81

Tucs$(

STANDARD FEATURES

0u()a' Tucs$(

E*e%'$% Fea*u%e

&oof &ails Dual *uffler

ide Marnish

To Tone ody 5olour

5hrome &ear Marnish 5hrome

#nderbody ,id %late

Digital 5loc,

Sea*'(7

(udio *%3 unction

ront %assenger eat oldingorard ront 5enter 5onsole torage

o

ront (rmrest

og +amps

attery a$er

&ear eat ac, Hoo,s

hopping Hool

5argo ide %oc,et

Tec"('ca# Fea*u%es

0u()a' Tucs$(

D'me(s'$( < 4e'7"*

8$erall +engthmm ;326

8$erall idthmm 1


50/81

uel Diesel

%oer 112Y;000

*a. TorEue Ng-mYrpm 26Y1


51/81

MAJOR CA!!ENGES OF .UNDAI MOTOR

0u()a' M$*$%s C"u(7 C"a##e(7es B%$*"e%s 4')$; 4'*" E(7'(ee%'(7 B') P#a(

• Teet 11

• +in,edIn

• hare

o usiness change

o u!! upZ

o Digg

• %rint

• mail

Hyundai *otor Mroup) parent of outh NoreaCs to largest carma,ers) ill bid for a 2.6 billion

sta,e in Hyundai ngineering = 5onstruction 5o.) setting up a contest beteen the nationCs

second-richest man and his brotherCs ido.

The group) hich includes Hyundai *otor 5o. and Nia *otors 5orp.) ill submit a letter of

intent today) it said in a regulatory filing in eoul.

( successful bid ould reunite Hyundai *otor ith former affiliate Hyundai ngineering) the

nationCs largest builder. Hyundai ngineeringCs creditors) including Norea change an,) ill

accept final bids for their combined 36 percent share in the construction company by /o$. 12)

sale arrangers an, of (merica 5orp.Cs *errill +ynch = 5o.) oori In$estment = ecurities 5o.

and Norea De$elopment an, said last ee,.

Auying into Hyundai ngineering is a part of Hyundai *otorCs efforts to de$elop a ne engine

of groth)B said Lim un Loung) a eoul-based analyst at Dongbu ecurities 5o. AItCs not

unreasonable for Hyundai *otor to consider acEuiring a sta,e if the price is reasonable.B

Hyundai ngineeringCs mar,et capitali!ation is about


52/81

Hyundai *otor Mroup ill compete ith Hyundai Mroup) hich said today it may submit a

preliminary bid for the sta,e before 8ct. 1. Hyundai Mroup affiliates Hyundai *erchant *arine

5o.) Hyundai le$ator 5o. and Hyundai ecurities 5o. said in (ugust they planned to ma,e an

offer.

Hyundai *otor and its affiliates se$ered ties ith the former Hyundai Mroup in 2000 as part of a

plan to split the business into three operations) each of hich as to be managed by one of

founder 5hung Ru LungCs three sons.

The carma,er is controlled by 5hung *ong Noo) the son of the founder) hile his brotherCs

ido) Hyun Reong un) controls the current Hyundai Mroup. The old Hyundai MroupCs

shipbuilding unit) hich includes shipyard Hyundai Hea$y Industries 5o.) as also spun off.

Hyundai *otor is in$ol$ed in the construction business through its unlisted Hyundai (mco 5o.

unit and has no plans to merge it ith Hyundai ngineering) it said today. The group also said it

ould ,eep the current or,force at Hyundai ngineering after a ta,eo$er.

Quture MrothC

Ae decided to bid for Hyundai ngineering in order to strengthen the groupCs business portfoliofor future groth)B Hyundai *otor Mroup said in a regulatory filing today.

hile a sta,e in Hyundai ngineering could help protect the automa,er from a sudden

slodon in the car business) it ris,s losing focus if it epands into a ne industry) said %ar,

Ha Rin) a eoul-based analyst at hinyoung ecurities 5o.

AItCs too early to judge ho Hyundai ngineering could contribute to Hyundai *otor Mroup

hile it still has many things to accomplish in the car business) such as adding en$ironmentally

friendly models)B %ar, said.

Hyundai *otor as unchanged at 191)600 on in eoul trading today) hile Hyundai

ngineering gained ;.7 percent.

Hyundai *erchant *arine) outh NoreaCs second-largest shipping line) jumped to its highest in

almost three years in eoul trading. The company rose by the daily limit on speculation a battle

62

http://search.bloomberg.com/search?q=Chung%20Ju%20Yung%E2%80%99s&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Chung%20Ju%20Yung%E2%80%99s&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Chung%20Mong%20Koo&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Chung%20Mong%20Koo&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Hyun%20Jeong%20Eun&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Hyun%20Jeong%20Eun&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://www.amco.co.kr/http://search.bloomberg.com/search?q=Chung%20Ju%20Yung%E2%80%99s&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Chung%20Mong%20Koo&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Hyun%20Jeong%20Eun&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://www.amco.co.kr/


53/81

for Hyundai ngineering may also lead to a fight for control of the shipping line) said Nang

eong Rin) an analyst at Tong Lang ecurities Inc.

+argest Deal

hould Hyundai *otor Mroup acEuire a sta,e in Hyundai ngineering) the deal may be its

largest since 177< hen it acEuired shares in Nia *otor 5orp. for 1.2 trillion on in cash and

assumed debt of 2.: trillion on) according to data compiled by loomberg.

The group plans to finance the acEuisition internally) it said today. Hyundai *otor and Nia had

combined cash and eEui$alents of 7.2 trillion on as of the end of Rune) according to their

financial statements.

Hyundai ngineeringCs creditors plan to sell their sta,e for as much as 20 percent more than its

mar,et $alue) an official at one of the creditors said earlier this month. He declined to be

identified because the information isnCt public.

Hyundai *otor Mroup hired Moldman achs Mroup Inc. and H*5 In$estment = ecurities 5o.

as financial ad$isers hile Nim = 5hang as pic,ed as a legal ad$isor to or, on the bid) it said

today in the filing) confirming pre$ious local media reports.

To contact the reporter on this story4 oo,yung eo in eoul at sseo10Ybloomberg.net

To contact the editors responsible for this story4 Nae Inoue at ,inoueYbloomberg.net

63

mailto:[email protected]:[email protected]:[email protected]:[email protected]


54/81

INTRODUCTION OF PROB!EM

The company ants to ,no more about the customers satisfaction. ItQs $ery important for e$ery

mar,eter to ,no about the satisfaction moti$es of the customers because it helps them to design

programs to retain customers = increase goodill of the company. It also helps them to increase

brand loyalty. o it becomes a problem for a company to ,no about customer satisfaction.

The respondents selected to be inter$ieed ere not alays a$ailable and illing

to cooperate. (lso in some cases the respondents ere found to not ha$e the

,noledge) opinion) attitudes or facts related ith the products. *oreo$er our

sur$ey consisted of 1


55/81

OBJECTI5E OF STUD.

1. $aluating post ser$ice satisfaction of 5ustomers.

2. De$eloping suggestion doc,et.

3. Increase the customer satisfaction of the *& Hyundai by pro$iding better ser$ices = reduce

ser$ice time.

;. tudy about the problem in the ser$icing in order to the satisfaction le$el of the customers.

6. tudy ser$ice le$el of the Hyundai pro$ided to their customers.

9. tudy about the need of impro$ement in eisting er$ice system.

66


56/81

!ITERATURE RE5IE4

5onsumer is the central figure of all mar,eting acti$ities. It is the consumer ho determines the

groth) prosperity and e$en eistence of a business enterprise. Hence the mar,eter should

alays feel the pulse of customers. In order to understand the pulse of the customers) the

mar,eter needs to understand fully the needs of the consumer. It helps him to plan his production

and distribution to suit to the needs and con$enience of customersQ .It also helps him to plan

suitable mar,eting strategies. Thus it is $ery essential for e$ery mar,eter to ,no his customers

satisfactions. *oti$e is a strong feeling) instinct) desire or emotion that ma,es a person to do

something. hen a moti$e ma,es a person to use a product) then it becomes a customer

satisfaction. Thus customer satisfaction means the influence and considerations hich ma,es a

customer to use a particular product. (ccording to D.R. Duncan) [customer satisfactions are

those influences or considerations hich pro$ide the impulse to use) induce action or determine

choice in the purchase of goods and ser$ices. 5ustomer satisfactions are mainly to types)

manifest moti$es and latent moti$es. *anifest moti$es are those moti$es hich are ,non to the

customer and also ready to admit them. ut on the other hand latent moti$es are either ,non to

the customer. 5ustomer satisfaction can also be calculated as follos

1 1. %roduct or patronage moti$es

2 2. motional and rational moti$es

3 3. Inherent and learned moti$es

69


57/81

P%$)uc* a() pa*%$(a7e m$*'9es

%roduct moti$es4 it refers to those influences and reasons hich

ma,e the consumer to buy a certain product in preference to another. These eplain

hy people buy a certain product. %roduct are of to types4

%rimary product moti$es4 These moti$es induce a consumer to purchase general class of the

product. These moti$es relate to the basic needs of people li,e hunger) thirst) sleep

6:


58/81

SCOPE OF STUD.

*& HyundaiC or,ing philosophy is particularly based on A%repare employees for the future

de$elopments ith de$elopments in their personality.B (s competition is $ery much intense

hence the management is or,ing hard for customer relationship to achie$e future business

groth.

(s it is nely opened organi!ation hence as e$ery other organi!ation it is also facing

some management problems. *anagement is trying to o$ercome all these problems and

achie$ing systematic or,ings here. ach and e$ery department is distinguished for the

employees. $ery employee is ha$ing its on designation and job profile and he"she has

to or, under that profile only. or each segment of the $ehicles) *& Hyundai is ha$ing

its separate eecuti$es. Departments are connected through local area netor,s.

The main aim of management here is self de$elopment of employees. o that) they can be

empoered for the benefit of the organi!ation and be able to ta,e future responsibilities.

It starts ith the joining of the employee in the organi!ation. Initially) they ha$e to or,

under $arious departments till his"her probation period ould be o$er. They ha$e to start

their or,s from the ground le$el) so that they can understand the reality of the business

here. Daily reporting at the morning and the e$ening ma,e them up to date ith the

objecti$es and their future targets. The senior management ,nos that ho they are

doing their or, and in hich ay they ha$e to be directed.

6


59/81

RESEARC METODO!OG.

//= DESIGNS, TECNIUE, AND DATA CO!!ECTION METOD

5on$enience ampling as adopted to choose the respondents. The respondents comprised both

male and female of different age groups) from $arying income group) coming from different

educational bac,grounds.

E@P!ORATOR. RESEARC

(s the term suggests) eploratory research is often conducted because a problem has not been

clearly defined as yet) or its real scope is as yet unclear. It allos the researcher to familiari!ehim"herself ith the problem or concept to be studied) and perhaps generate hypotheses

definition of hypothesis to be tested. It is the initial research) before more conclusi$e research

definition of conclusi$e research is underta,en. ploratory research helps determine the best

research design) data collection method and selection of subjects) and sometimes it e$en

concludes that the problem does not eistZ

(nother common reason for conducting eploratory research is to test concepts before they are

put in the mar,etplace) alays a $ery costly ndea$our. In concept testing) consumers are

pro$ided either ith a ritten concept or a prototype for a ne) re$ised or repositioned product)

ser$ice or strategy. ploratory research can be Euite informal) relying on secondary research

such as re$ieing a$ailable literature and"or data) or Eualitati$e approaches such as informal

discussions ith consumers) employees) management or competitors) and more formal

approaches through in-depth inter$ies) focus groups) projecti$e methods) case studies or pilot

studies. The results of eploratory research are not usually useful for decision-ma,ing by

themsel$es) but they can pro$ide significant insight into a gi$en situation. (lthough the results of

Eualitati$e research can gi$e some indication as to the KhyK) KhoK and KhenK something

occurs) it cannot tell us Kho oftenK or Kho manyK. In other ords) the results can neither be

generali!edP they are not representati$e of the hole population being studied.

// P!AN OF ANA!.SIS

The data obtained through Euestionnaire as processed using the statistical.

(dditional information obtained from $arious business journals) maga!ines) nespapers)

ebsites etc. are also analy!ed.

67

http://www.ryerson.ca/~mjoppe/ResearchProcess/ConclusiveResearch.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/ResearchDesignDataCollectionTechniquesandSelectionofSubjects.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/LiteratureReview.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/QualitativeResearch.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/ConclusiveResearch.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/ResearchDesignDataCollectionTechniquesandSelectionofSubjects.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/LiteratureReview.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/QualitativeResearch.htm


60/81

// UESTIONNAIRES

Juestionnaire is an important step in formulating a research design. 8nce the researcher has

specified the nature of research design) and determined the scaling procedures) he or she can

de$elop a Euestionnaire.(ny Euestionnaire has three specific objecti$es.

11. It must translate the information needed into a set of specific Euestions that the

respondents can and ill anser.

22. It must uplift) moti$ate and encourage the respondent to become in$ol$ed in the

inter$ie) to cooperate) and to complete the inter$ie. Incomplete inter$ies ha$e

limited usefulness at best.

33. It should be able to minimi!e response errors.

It as also important as researchers to respect the samples time and energy hence the

Euestionnaire as designed in such a ay) that its administration ould not eceed ;-6 minutes.

These Euestionnaires ere personal administered.

This sur$ey is being conducted to find out that hether you are satisfied ith the ser$ice

pro$ided by 0u()a' M$*$% I()'a !'m'*e)/ This sur$ey is purely meant for academic purpose

and not for commercial use.

e ould be grateful and appreciate your co-operation in filling this Euestionnaire.

// METOD DATA ANA!.SIS

e ha$e used the softare to analy!e our data accurately. (fter the respondents had filled in the

Euestionnaires) the data as entered into the softare and the analysis as made thereby.

//6 FIE!D 4OR3

ieldor, plays an important role in collecting the data. I ha$e filled up the Euestionnaire at *&

HL#/D(I. ome important points hich I ,ept in mind hile doing the fieldor,.-

1\ To ma,e the respondents comfortable before Euestioning him by introducing myself as

student and ensuring the respondent that all information collected is only for academic

purpose and ill be ,ept confidential

2\ nsure that all the Euestionnaires are filled by the customers only.

3\ /ot to lead a person into any preconcei$ed notion

;\ /ot to influence the respondents ansers in any ay"form.

6\ #se simple language) so that the technical language does not intimidate the respondent.

90


61/81

SAMP!E STATUS

The sample si!e is 200 hich is chosen from the customers $isiting the *& HL#/D(I for

getting their car ser$iced.

91


62/81

DATA PRESENTATION < ANA!.SIS

4"'c" ca% )$ 0$u cu%%e(*#0 useH

I(*e%p%e*a*'$( In our sur$ey) out of 200) :9 of the respondents use antro folloed by 92 of the

respondents use i-10 ) ;; of the respondents use (ccent. The rest of them ere those ho use

Met!) @erna) onata) and Tucson .

A(a#0s's hen it comes to Hyundai) it is obser$ed that antro has been the most popular

passenger car folloed by i-10. India being a price sensiti$e mar,et) the main reason behind the

sale of antro is the price at hich they are sold. I-10 being the latest entry has started being

popular. It is then folloed by the premium cars li,e (ccent and onata and #@Cs li,e Tucson.

92

Santro I-10 Getz Accent Verna Sonata Tucson

C-!!ent 3a!

0

20

40

60

80

100

120

140

Co-nt

2

44

6 2

76

8

62


63/81

4"a* 's *"e a9e%a7e )'s*a(ce 0$u *%a9e# '( *"e ca% )a'#0H

I(*e%p%e*a*'$( In our sur$ey) 6


64/81

$; $&*e( )$ 0$u se%9'ce 0$u% ca%H

I(*e%p%e*a*'$( :7S of the customers brought in their car for ser$icing e$ery ; to 9

months.7.6S ser$iced their car once in more than 9 months.


65/81

.$u "a9e a9a'#e) *"e se%9'ces &%$m ;"'c" $& *"e &$##$;'(7 se%9'ce s*a*'$(sH

A(a#0s's I ha$e limited my sur$ey to *& HL#/D(I only. ut there ere customers ho had

prior ser$iced their cars at other ser$ice centers too. In those cases) I ha$e considered the other

ser$ice centre. *ajority of :9 respondents ser$iced their cars at *& HL#/D(I folloed by

other ser$ice centres li,e local mechanics or ser$ice centre.

I(*e%p%e*a*'$( ince my sur$ey as limited to *& HL#/D(I) the majority of the respondents

ere from *& HL#/D(I.

96


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$; sa*'s&'e) a%e 0$u ;'*" *"e ua#'*0 $& *"e se%9'ceH

I(*e%p%e*a*'$( *ost of the respondents ere in the category of tremely satisfied) Juite

satisfied or lightly satisfied category.:6S of the respondents ere etremely satisfied ith the

Euality of ser$ice folloed by 19.6S respondents ho ere Euite satisfied. < out of 200

respondents ere slightly satisfied ith the Euality of ser$ice.

A(a#0s's This is to determine the satisfaction le$el based on the Euality of ser$ice. Juality of

the after sales ser$ice plays a $ery important role in ma,ing the company a mar,et leader.

99


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Ra*e 0$u% sa*'s&ac*'$( ase) $( *"e u()e%s*a*e) pa%ame*e%s $( *"e &$##$;'(7 sca#e a*

MR .UNDAI Se%9'ce Ce(*%e/

I(*e%p%e*a*'$( 67S of the respondents ere satisfied ith the ser$ice time ta,en by the ser$ice

centre folloed by 17.6S ho ere somehat satisfied ith the ser$ice time. 8nly1S of the

respondents as dissatisfied ith the time ta,en by the ser$ice centre.

A(a#0s's er$ice Time plays a $ery important role in satisfying the customers today. In todayCs

busy orld) no one li,es to ait for their cars to get ser$iced. The faster is the car ser$iced) the

higher is the le$el of satisfaction of the customers.

9:


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D') 0$u e9e% &ace a s'm'#a% p%$#em 7e**'(7 %epea*e) a&*e% a se%9'ceH

I(*e%p%e*a*'$( 20S of the respondents felt that a similar problem as repeated after a ser$ice.

A(a#0s's It brings a bad reputation to the ser$ice centre if a similar problem gets repeated. Thus

the company needs to minimi!e this in order to increase the satisfaction le$el of the customers.

9<

80

20

If similar problema!e been face"after te ser!ice#

$o

%es


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I& 0es, ;"e*"e% *"e c$mp#a'(*s ;e%e a**e()e) a() success&u##0 %ec*'&'e)H

I(*e%p%e*a*'$( 9


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Cus*$me%s p%e&e%%'(7 *$ "a9e *"e'% ca%s p'ce) up &$% se%9'c'(7/

I(*e%p%e*a*'$( 2:.6S of the respondents anted the ser$ice centre to ha$e their car pic,ed up

for ser$icing. ut a majority of 90.6S of the respondents did not ant their car to be pic,ed up.

A(a#0s's I anted to find out hether the customers ere interested in ha$ing their cars pic,ed

up for ser$icing hich ould sa$e their time and other resources. ut it as surprising to ,no

that most of them ere not interested for such a facility.

:0

27*+

8

4

60*+

,efinitel'

robabl'

,oesn.t ma/e a"ifference

$o

Wo-ld te 3-"to/e! 4!efe! 4i3; -4 and d!o4


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I& 0es, ;$u#) *"e cus*$me% pa0 a( a))'*'$(a# am$u(*H

I(*e%p%e*a*'$( 63S of the respondents ho ere interested in ha$ing their car pic,ed up said

that they do not mind paying an additional amount for ha$ing their car pic,ed up here as ;:S

said that they ouldnCt pay any additional amount for this. They felt that it should be a benefit

gi$en to the customers.

A(a#0s's I anted to find out if the customers ere illing to pay an additional amount for

ha$ing their car pic,ed up for ser$ice.

:1

+&

47

If 'es( )oul" te

customer pa' an

a""itional amount#

%es

$o


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T"e %esea%c" as'ca##0 &$cuses $(4

Degree of satisfaction based on o$erall Euality of the ser$ice.

Degree of satisfaction based on Information pro$ided by the ser$ice centre.

Degree of satisfaction based on ser$ice time.

Degree of satisfaction based on charges.

(part from this) I also tried to find out4

If similar problems ha$e been repeated after ser$ice and if yes) hether the complaint

as immediately attended to.

If the customers ould prefer to ha$e their car pic,ed up for ser$ice) and if yes) ould

they bear an additional amount.

If the respondents ould recommend this ser$ice center to others.

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RESU!TS < FINDINGS

hen it comes to Hyundai) it is obser$ed that antro has been the most popular

passenger car. India being a price sensiti$e mar,et) the main reason behind the sale of

antro is the price at hich they are sold.

It has been obser$ed that most of the respondents tra$el almost 20 to 60 Nms. daily. In

the busy schedule today) people prefer to tra$el in their on $ehicle rather than relying on public transport. 8nly 9.6S of the respondents preferred to dri$e long) i.e.) more than 100Nms. e$eryday.

*ajority of the cars ere ser$iced at regular inter$als in e$ery ; to 9 months. It also

depended on the distance they co$ered o$er these months. (round 3.6S of the cars camefor ser$icing ithin 2 months.

I ha$e limited my sur$ey to *& HL#/D(I only. ut there ere other customers also

ho had prior ser$iced their cars at other ser$ice centers too. In those cases) I ha$econsidered the other ser$ice centre. *ajority of :9 respondents ser$iced their cars at *& HL#/D(I folloed by other ser$ice centres li,e local mechanics or ser$ice centre.

This is to determine the satisfaction le$el based on the Euality of ser$ice. Juality of the

after sales ser$ice plays a $ery important role in ma,ing the company a mar,et leader.

er$ice Time plays a $ery important role in satisfying the customers today. In todayCs

busy orld) no one li,es to ait for their cars to get ser$iced. The faster is the car ser$iced) the higher is the le$el of satisfaction of the customers.

20S of the respondents felt that a similar problem as repeated after a ser$ice. It brings a

bad reputation to the ser$ice centre if a similar problem gets repeated. Thus the companyneeds to minimi!e this in order to increase the satisfaction le$el of the customers.

It is obser$ed that some problems erenCt rectified e$en after repeated complaints.

5ompany should seriously ta,e this into consideration and or, upon it. It is this factor that could create a threat to the company.

2:.6S of the respondents anted the ser$ice centre to ha$e their car pic,ed up for

ser$icing. ut a majority of 90.6S of the respondents did not ant their car to be pic,edup.ut it as surprising to ,no that most of them ere not interested for such a facility.

63S of the respondents ho ere interested in ha$ing their car pic,ed up said that they

do not mind paying an additional amount for ha$ing their car pic,ed up here as ;:Ssaid that they ouldnCt pay any additional amount for this.The customers ere illing to pay an additional amount for ha$ing their car pic,ed upfor ser$ice.

:3


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SUGGESTIONS

(fter sales ser$ice plays a $ery important role in building up the reputation of an (utomobile

company. o this is the area in hich the company should mainly focus. I hereby suggest some

measures as a feedbac, from some of the respondents4

&espondents felt that the ser$ice pro$ided by *& HL#/D(I is ay better than that of

the other dealers. Hence more company operated or,shops are needed to be opened across the

country. It is felt that the other ser$ice centres lac, genuineness. 5ustomers preferred to come to

this or,shop from outstations rather than shoing it to the local ser$ice or mechanics in the

city.

e respondents felt that the paint and body as not upto the mar,. It is more prone to

rust. This is an area of concern hich the company should loo, upon.

e$eral customers had to come to the or,shop ith repeated problems. This needs to

be minimi!ed.

e$eral customers erenCt happy ith the Euality of ash in the ser$ice centre. This

needs to be chec,ed.

8ne of the major areas of concern of the respondents as regarding the boo,ing time.

They felt that the boo,ing time is too long.

6(utomobile industry today being one of the most competiti$e industry) it is only after sales

ser$ice hich could ma,e a company a mar,et leader.

:;


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!IMITATION OF STUD.

The sample si!e of our sur$ey is only 200) hich cannot determine the beha$ior of the total

population. *oreo$er the sample has been dran only from one ser$ice centre in /oida here

the disposable income of an indi$idual is medium.

The beha$ior of the customer is unpredictable hich may result in the lac,ing of

accuracy in the data.

It has been obser$ed that antro is the maimum selling car of Hyundai *otor and most

of the respondents inter$ieed ere antro 5ustomers) hich led to biasness in the

analysis of the sur$ey.

8ur sur$ey consisted of 1


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CONC!USION

The report has highlighted the importance of pro$iding the highest customer satisfaction and

ho it affects the sales. Though in the month of December) the sales ere don) by de$eloping

competiti$e strategies and by deli$ering high class products and ser$ices) %opular @ehicles and

er$ices ere able to ,eep their sales momentum. The report emphasi!es the importance of

customer loyalty to de$elop the business.

The study hich e conducted on the our heeler automobile sector is a $ery

important topic of automobile sector.

(fter deep research) analysis and getting information about companies as formulated that the

four heeler automobile companies achie$ed success in the mar,et. Throughout the study e

found the four heeler manufacturer ha$ing $ery ne and

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BIB!IOGRAP.

4es'*es--

.automobileindia.com

.siamindia.com

.autoblogs.com

.indiamart.com

.automobiles.indiabi!club.com

.indianautomobileindustry.com

.autocar.com

Ma7a:'(es -

8$erdri$e

(utocar

Boo;":• A 3* 5%,( A9TI$G SA:( publise" b'

'oti ubliser( 2006

• RALPH WESTFALL?MAR1ETING RESEARCH$ imala'a ublisin;ouse( 2007* * $o< 170

• STANLE, F STARCH?MA1ETING RESEARCH$ (sia %ublishing House)1790) %. /o. 169.

::

http://www.automobileindia.com/http://www.siamindia.com/http://www.autoblogs.com/http://www.indiamart.com/http://www.automobiles.indiabizclub.com/http://www.indianautomobileindustry.com/http://www.autocar.com/http://www.automobileindia.com/http://www.siamindia.com/http://www.autoblogs.com/http://www.indiamart.com/http://www.automobiles.indiabizclub.com/http://www.indianautomobileindustry.com/http://www.autocar.com/


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ANNE@URE

(ll information pro$ided by you ill be ,ept confidential.

A7e > ? 1 ? 26-30 > ? 30-36 > ? 36-;6 > ? ;6-66 > ? 66-96

> ? 96 or o$er

O%7a(':a*'$( KKKKKKKKKKKKKKKKKKKKK

Des'7(a*'$( ]]]]]]]]]]]]]]]]]]]]]

E)uca*'$( > ? High chool

> ? Mraduate

> ? %ost Mraduate

> ? %hD

> ? 8thers]]]]]]]]]]]]]

I(c$me > ? +ess than 3) 00)000

+Pe% A((um '( Rupees > ? 3) 00)000 to6) 00)000

> ? 6) 00)000 to ? ? 10) 00)000 to 16) 00)000

> ? Mreater than 16) 00)000

Name

P"$(e N$/

Se > ? *ale > ? emale

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1. hich car do you currently use^

> ? antro > ? i-10

> ? Met! > ? (ccent

> ? @erna > ? onata

> ? Tucson

2. hat is the a$erage distance you tra$el in the car daily^

> ? +ess than 20 ,m > ? 20 to 60 ,m

> ? 61 to 100 ,m > ? *ore than 100 ,m

3. Ho often do you ser$ice your car^

> ? +ess than 2 months > ? 2 to ; months

> ? ; to 9 months > ? Mreater than 9 months.

;. Lou ha$e a$ailed the ser$ices from hich of the folloing ser$ice stations^

> ? Deep Hyundai > ? (r$ind Hyundai > ? *& HL#/D(I

> ? 8thers ]]]]]]]]]]

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6. Ho satisfied are you ith the Euality of the ser$ice^

> ? tremely atisfied > ? Juite atisfied > ? lightly atisfied

> ? /either atisfied nor Dissatisfied > ? lightly Dissatisfied> ? Juite Dissatisfied

> ? tremely Dissatisfied

9. &ate your satisfaction based on the understated parameters on the folloing scale at *&

HL#/D(I er$ice 5entre.

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

Dissatisfied omehat 8.N omehat atisfied

Dissatisfied atisfied

($ailability of spares.

Information pro$ided.

er$ice Time

5harges

:. Did you e$er face a similar problem getting repeated after a ser$ice^

> ? Les > ? /o

7.If yes) are the complaints immediately attended and rectified^

> ? Les > ? /o


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225745984 Customer Satisfaction in Hyundai Doc

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