1 Anand Final Project

_____________________________________________________________________Shivaj i University, Kolhapur
INTRODUCTION
One of the major industrial sectors in India is the automobile sector. Subsequent to the liberalization, the automobile sector has been aptly described as the sunrise sector of the Indian economy as this sector has witnessed tremendous growth. Automobile Industry was delicensed in July 1991 with the announcement of the New Industrial Policy. The passenger car industry was, however, delicensed in 1993. No industrial licence is required for setting up of any unit for manufacture of automobiles except in some special cases. The norms for Foreign Investment and import of technology have also been progressively liberalized over the years for manufacture of vehicles including passenger cars in order to make this sector globally competitive. At present 100% Foreign Direct Investment (FDI) is permissible under automatic route in this sector including passenger car segment. The import of technology/technological up gradation on the royalty payment of 5% without any duration limit and lump sum payment of USD 2 million is also allowed under automatic route in this sector. With the gradual liberalization of the automobile sector since 1991, the number of manufacturing facilities in India has grown progressively. The study of customer satisfaction level of Hyundai motors is the study of satisfaction and delightedness to the Hyundai motors. This study helps to know the likeliness, brand image, strength & weakness of the product. This determines the sales promotion. This project would be beneficial to know the feedback of the customers & also the way to provide better facilities and services to the customers. Since the four wheelers are generally used by high profile people, they look towards the luxurious look, safety and the beautiful interior. In this project their satisfaction towards their demand is checked out.
C.I.M.D.R. Sangli_____________________________________________________________________ __Page 1
OBJECTIVES OF THE STUDY

In the current scenario of cutthroat competition, every company invest in some new technology for their expansion & to maintain the quality, reduce the cost & to produce the new product. My objective in this survey is to study the demography of customers in Nanded region and determining the satisfaction level of customers in Nanded region. 1. 2. 3. To segment the potential customers in Nanded for Hyundai Motors. To study the satisfaction level of customers of Hyundai motors in Nanded region. To understand the gap between company offering and customers requirement
4.
To study the services given by Jaya Hyundai Pvt.Ltd. In terms of servicing, warranty, maintenance and repairing. To study the factors influencing on the buying behaviour of the customers.
5.
RESEARCH METHODOLOGY
For the purpose of the research, researcher has selects and collected the data from the area Nanded. Researcher done a survey for gathering data through interviewing people, survey was conducted in person. The advantage of survey method is that information comes directly from the customer (limited customer). Researcher used survey method in research work and collected primary data through personal interview. Sources of data:Researcher has collected data from two sources. A. B. A] Primary data sources:The maximum data is collected from the primary sources. 1) Questionnaire:Researcher prepared questionnaire on basis of topic, with help of the guide. Questionnaire for customer:Using this questionnaire, researcher has collected the opinion of customer of Jaya Hyundai Sujaya Enterprises Pvt.Ltd. 2) Personal Interview:Researcher had interviewedCustomers (randomly selected). B] Secondary data sources:For secondary data source the researcher have collected the data from magazines, booklet records etc. Sample Size:
Primary Source Secondary' source
For the purpose of completing this project report, I took 100 customers as sample size.
SCOPE OF THE STUDY
The area of operation is around the Nanded city. The survey is conducted through the questionnaire that is having the information of overall ownership experience of the vehicle & their suggestions. The operations are performed in & around Nanded city areas are Nanded-Latur phata,Cidco, Shivajinagar, Bhagyanagar, Anandnagar, Parbhani, Latur&Hingoli Etc.
LIMITATIONS OF THE STUDY:1. 2. 3.

4.
The study was conducted in Nanded region. Time limitation is of only about 50 days. The sample size is limited i.e. 100 customer. Research is limited only for the area Nanded and is limited up to this organization.
ABOUT HMC
Established in 1967, Hyundai Motor Co. has grown into the Hyundai-Kia Automotive Group which was ranked as the worlds fifth-largest automaker in 2007 and includes over two dozen auto-related subsidiaries and affiliates. Employing over 75,000 people worldwide, Hyundai Motor posted sales of US$74.9 billion in 2007 on a consolidated-basis and US$32.8 billion on a non-consolidated basis (using the average currency exchange of 929 won per US dollar). Hyundai vehicles are sold in 193 countries through some 6,000 dealerships and showrooms The Hyundai Motor Company, a division of the Hyundai Kia Automotive Group, is South Koreas largest and the worlds fifth largest automaker in terms of units sold per year. Headquartered in Seoul, Hyundai operates the worlds largest integrated automobile manufacturing facility in Ulsan, which is capable of producing 1.6 million units annually. The Hyundai logo, a slanted, stylized 'H', is said to be symbolic of two people (the company and customer) shaking hands. Hyundai means "modernity" in Korean.
HISTORY Chung Ju-Yung founded the Hyundai Engineering and Construction Company in 1947. Hyundai Motor Company was later established in 1967. The companys first model, the Cortina, was released in cooperation with Ford Motor Company in 1968. In 1975, the Pony, the first Korean car, was released, with styling by Giorgio of Design and powertrain technology provided by Japans Mitsubishi Motors. Exports began in the following year to Ecuador and soon thereafter to the Benelux countries. In 1991, the company succeeded in developing its first proprietary gasoline engine,
the four-cylinder Alpha, and transmission, thus paving the way for technological independence.
In 1986, Hyundai began to sell cars in the United States, and the Excel was nominated "Best Product #10" by Fortune magazine, largely because of its affordability. The company began to produce models with its own technology in 1988, beginning with the midsize Sonata. In 1998, Hyundai began to overhaul its image in an attempt to establish itself as a world-class brand. Chung Ju Yung transferred leadership of Hyundai Motor to his son, Chung Mong Koo, in 1999. Hyundais parent company, Hyundai Motor Group, invested heavily in the quality, design, manufacturing, and long-term research of its vehicles. It added a 10-year or 100,000-mile (160,000 km) warranty to cars sold in the United States and launched an aggressive marketing campaign. In 2004, Hyundai was ranked second in "initial quality" in a survey/study by J.D. Power and Associates. Hyundai is now one of the top 100 most valuable brands worldwide. Since 2002, Hyundai has also been one of the worldwide official sponsors of the FIFA World Cup. In 2006, the South Korean government initiated an investigation of Chung Mong Koos practices as head of Hyundai, suspecting him of corruption. On April 28, 2006, Chung was arrested, and charged for embezzlement of 100 billion won (US$106 million), with Hyundai Vice Chairman and CEO, Kim Dong-jin taking over as head of the company.
COMPANY PROFILE
Name of organization Type Founded Parent Location Key people Industry Products Revenue Net income Employees Website Company address
HYUNDAI MOTORS COMPANY public 1967 Hyundai kia Automotive Group Seoul South Korea Chung Mong Co-chairman CEO Automobile manufacturer Automobiles 27.384 Trillion (Approx. USD $29.5 billion) 2.315 Trillion (Approx. USD $2.5 billion) c.68, 000 worldwide Hyundai-Motor.com HYUNDAI MOTORS INDIA LIMITED, A-30, Mohan Cooperative Industrial Estate, Mathura Road, New Delhi-110044. Tel :( 011) 4167-8800 Fax :( 011)4167-8811
Dealers showroom name
Jaya Hyundai,Sujaya Enterprises Pvt. Ltd. Nanded.
Showroom addresses
Jaya Hyundai, Sujaya Enterprises Pvt. Ltd. Near Reliance Petrol Pump, Nanded-Cidco Road, Nanded-431603. Tel.229106, 229107, 229108.
Dealers name
Honourable Mr.AshokraoChavan (Ex.CM Maharashtra State)
Sales and servicing
Jaya Hyundai looks after the Sales and Servicing of Hyundai Motors in 4 districts namely Nanded, Latur, Parbhani and Hingoli.
VISION STATEMENT:Our team provides value for your future.
MISSION STATEMENT:To create exceptional automotive value for our customers by harmoniously blending safety, quality and efficiency. With our diverse team, we will provide responsible stewardship to our community and environment while achieving stability and security now and for future generation.
Product Profile
SANTRO XING
Santro Xing is the Sunshine Car. A New Shining Dawn. Here Comes the Sun Again. The Next Generation Santro.Astunning example of modern automobile design and continuous customer feedback driven advancement.For instance, now incorporating Active Intelligence Technology, with the new ERLX engine. Tall, wide and uniquely different, the new Santro Xing has a distinctly European styling. While its sleek lines and pleasing curves and counters will capture your heart. The compact outer dimensions, combined with its sporty stance, will ignite the passion of driving into the sun and makes it stand out in a crowd of old hatchbacks and jelly bean shaped. So step into the Santro. Add Sunshine to your life. The Santro Xing comes with all new looking feel exterior and interior styling. EQUIPMENT OF SANTRO XING 1. 2. 3. 4. 5. ABS AC Auto Transmission Central Locking System Fog Lamps
6. 7. 8. 9. 10.
Power Steering Power Windows. Front Power Window Power steering Safety
Comparative Study with Other Product Santro GLS vs A-STAR-LXI

AREA FEATURE/ITEMS/NARRATI ON SR.N O SANTRO GLS A-STARLXI PERCEIVE D ADVANTA G BENEFIT Displacement-cc No.of cylinders Power(max)-ps@rpm Torque(Max)-Kgm@rpm Fuel Types Length-mm Height-mm Wheel Base-mm Boot Loading Height Detachable Bumper insert moulding Rear Spoiler Tailgate Glance Moulding Quality of plastic Moulded Roof Linking Beige & Brown Ash Tray Floor console std Door Trim With fabric insert Rear seat Head Restaints Rear Seat Double Folding Driver seating position Rear side windows ORVM(Outside rear view mirror) Power Windows-front Central Locking 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 1086 4 63@5500 9.8@3000 Petrol & LPG 3565 1590 2380 Lower Yes Yes Bigger Yes Rich Vinyl Yes Yes Yes Yes Integrated Yes Bigger bigger Fully Folding Yes 4 Doors 998 3 67.93@620 0 9.18@3500 Petrol 3500(-65) 1490(-100) 2360(-20) Higher No No Smaller No Plasticky Fabric No No No No No Single Low Narrower Partial Folding No No VALUE 5000 2000 2000 5000 2000 5000 5000 2000 500 500 2000 500 1000 1000 500 500 500 500 500 500 2000 1000 1000 200 5000 5000
Engine
Dimension
Exterior
Interior
Seating
Convenienc e Safety

Clutch Foot Rest Self-Locking Door Basic warranty 27 28 29 Yes Yes 2 Yrs./ Unlimited Price Ex. Showroom Delhi 30 Mileage 3,60,878 No No 2 Yrs./40000 Km 3,51,890 -8,988 200 1000 3000
Warranty
Total perceived advantage benefit value by customer-Rs. -8988
Hyundai i-10
i in the Hyundai i-10 car stands for inspiring, innovation, intuitive and intelligent. Catch the i: - inspiring, innovative and intelligent. Compact cars will never be the same. The Hyundai i10 is here. Elegant outside and versatile inside, the i-10 boasts of high-end features that are usually found in the Luxury Sedans. Intelligent engine technology coupled with dynamic chassis design deliver sparking performance and a supple, precise ride. Big on style, safety and security, yet small enough to fit any city street, the i-10 is designed for independent thinkers with exciting lifestyles. FEATURE OF HYUNDAI i-10 1. 2. 3. Inspiring Intelligent & intuitive innovative
CAR RANGES:I-10 DLITE, i-10 Era, i-10 Magna, i-10Magna EQUIPMENTS: 1. 2. 3. 4. 5. ABS AC/ Climate Control Airbag Alloy wheels Auto transmission
6. 7. 8. 9. 10. 11.
Central Locking System Electronic Mirror Fog Lamp Power Steering Power Windows Tilt Steering.
Specific Check: Petrol, fuel tank: 35L. Price:-Rs.3.58 to 5.44 lacks.
I 10 v/s WaganR
Particular I 10 1.1 IRDE 1.2 KAPPA 149242 19.69(m/j) 19.81(m-j) 2 yrs/unlimited kms 1086 4/12 66.6 10.1 5500 2800 1595 1400 1385 225 1197 4/16 80 11.4 5200 4000 Wagon R
Proven product Fuel efficient
Sales value (April2009march-2010) ARAI Mileage (BSIV) Warranty coverage Engine displacement (cc) No.of cylinder values Max power (ps) Max torque (kgm) Low engine Max empoperation power Max power
144896 18.9 2 yrs/4000 998 3/12 68 9.18 6200 3500 1495(-100) 1295(-105) 1290(-95) 180(-45)
Higher warranty
Better stability
Width Front Rear Boot capacity (ltr) Track
Spacious boot
Variants Design & packaging i-relax front seat headrests 1-shift gear knod Automatic transmission Bumper insert moulding Rear spoiler Sunroof 2-tone beige interiors Red pack Fit & Panes gaps Plastic quality finis Anti-rust coating D/N inside rear mirror Low fuel warning lamp Door &tail gate ajar Boot lamp
7(D-lite Era Magna 1.1Magna Sportz Yes Yes Yes Yes Yes Yes Yes Yes No Premium Yes Yes Yes Yes Yes
LX,LX,UX (O) No No No No No No No No Yes Inferior No No No No No
Styling
Convenience

Seat belt hook cavity Big glove box Yes Yes No No
Hyundai i-20
Innovative In the phase of dipping sale figures, India's leading automaker Hyundai Motor India Limited (HMIL), has stepped-up its existing car model i10with the refined one i20. The all new Hyundai i20 car model is an another addition in the company's hatchback cars stable that has been launched with more room for the luggage, higher-quality interiors with the flexibility of seating that is near to its predecessor i10. Hyundai i20 car was first showcased in the Paris Motor Show 2008 and in India it was launched in the end of December 2008 meeting all existing emission norms including the Euro-V. The newly launched Hyundai i20 car is equipped with the latest technology 1.2 litre Kappa petrol engine that pumps out maximum power of 80 ps @ 5200 rpms. Hyundai i20 is up for sale throughout India in three variants with seven colours and carries the ex-showroom price range starting from 5.0 Lacs going upto 6.0 lacs for the top version.
Striking Features of Hyundai i20 Car
1. 2. 3. 4. 5. 6. 7. 8.
Electrically adjustable outside mirror on both sides Top variant features five spoke light-weight alloy wheels USB port at the centre console for playing music on the i-pod Globe box connected with the air-conditioning system of the car Adjustable steering wheel for better riding comfortable The seats with head rests can be adjusted at different angles Safety of the car is assured by the responsive systems of ABS with EBD Inspiring
Price
Prices starts from 5.0 Lacs going on up to 6.o Lacs for the top version.
I20 Magna 1.4 L CRDi V/S Swift 1.3 L vdi ABS Desel
Area No. of I20 Advantages 1 2 3 4 Engine 5 6 7 8 9 10 11 12 13 14 15 16 17 Comfort & Convenie nce 18 19 20 21 22 23 24 25 26 27 Items Hyundai I20 magna 1.4 L CRD 1396 6 Speed M/T Yes Yes 90@ 4000 80.94 22.4@1750 20.19 3940 1710 1505 1503 2525 295 Yes Yes Yes Yes Tilt & Telescopic Yes Yes Yes Yes Yes Yes Yes Yes Maruti Swift 1.3 L ABS 1248 5 Speed M/T No No 76 @4000 68.78 19.4@2000 17.56 36760 1690 1470 1480 2390 232 No No No No None No No No No No Single folding No No
Dimensio n
Seating
Displacement Transmission Swirl control value Electrical exhaust gas Recirculation Power (PS/RPM) Power to weight ratio (PS/TON) Torque(kgm/rpm) Torque to weight ratio (Kgm/Ton) Overall Length(mm) Overall width(mm) Front Track Rear Track Wheelbase(mm) Luggage space(Litre) FACT (Fully Automatic Temperature Control) 2 Din MP3 Players with AUX & USB. 4 Speakers with front 2 tutor Rear AC ducts Staring Illuminated power window suitors Driver side power window Glove box cooling Low fuel warming Rear parcel tray Rear seat cushion popup & backrest fielding MT shift indicator Blue LED interior Illumination Two tone beige interior Seating Metal finish inside door handle Chrome Radiator Grille Bodycolored rear garnish Original Warranty
Interior
28 29 30 31 32 33
Yes Full fabric Yes Yes Yes 2 Yrs/ unlimited Km.
No Semi Cloth No No No 2 Yrs/40000 Km
Exterior Warranty
HYUNDAI ACCENT
EQUIPMENT: 1. 2. 3. 4. 5 6 7 8 9 AC Electric Mirror Power steering Auto Transmission Central Locking System Fog Lamps Power Windows. Front Power Window Power steering
10 Safety
PRICE: -
RS.5.48 TO 6.19 Lacks
Accent Executive vs Swift Dzirevxi

AREA SR.N O 1 2 3 4 Dimensio n 5 6 7 8 9 10 Exterior 11 12 13 14 15 16 17 18 19 20 Leather wrapped steering Leather wrapped TGS knob Delay out interior lamp Scuff plate Tilt sleering Clutch foot rest low fuel warning Remote tail gate opener 60:40 split folding rear seat Original warranty s s s s s s s s s 2 year/ un Overall wheelbase(mm) Ground clearance(mm) Body color waistline molding Rear defogger Body color rear garnish Interior key color 2440 172 s s s Beige Displacement cc Power (ps /rpm) Torque (kgm) Overall length(mm) ITEAMS ACCENT EXECUTI VE 1.495 95@550 0 12.7@35 00 4250 Swift Dzire vxi 1197 85@600 0 11.4@45 00 4160(90) 2390(50) 170(-2) Grey (dull) Key type 2 year 4000 PERCIEV ED BENEFIT 5000 5000 5000 5000 5000 1000 500 1000 200 2000 1000 500 500 500 5000 200 500 500 2000 3000
Engine
Comfort and convenien ce Seating Warranty
Limited Price 21 Ex showroom km 499,900
kms 533,951 34,051
Delhi-RsLackh Total Perceived advantage benefit by customer 77451 HYUNDAI VERNA
EQUIPMENT: 1. 2. 3. 4. 5. 6. 7. 8. AC/Climate control Alloy wheels Audio system Central Locking System Electric Mirror Fog Lamp Power steering Power Windows
SPECIFICATIONS CHECK: Petrol: fuel tank: 45 L. Diesel: fuel tank: 45 L

Price: RS.6.84 TO 8.76 Lacks.
Verna 1.5 CRDIVG v/s City SMT

Area SR NO. ITEMS Verna 1.5CRDIVG City SMT Perceived Advantage Benefit value 1 Engine 2 3 4 5 6 7 8 9 10 11 12 Interior 13 14 15 16 17 18 19 20 21 22 23 24 25 26 CRDI Diesel VGT (least diesel Technology Power (ps rpm) Torque (kgm@rpm) Cam shaft Fuel efficiency as per Arai Government km/litre Overall height-(mm) Ground clearance (mm) Turning radius m Washer nozzle mounting Body colored outside door handles Body colored ORVMS Bottle holder in front door map packet Rear door map packet Front doors full armrest Rear doors full armrest Luggage hock Luggage lamp Key not removes wanting Music system with mp3 CD player Tweeters Antenna 60:40 folding rear seat Power windows Ride quality AUTO bild magazine Central locking system-from co passenger side yes 110@4000 24@19002750 DOHC 19.92 1490 170 4.9 conceiled s s s w/bottle holder s s s s s 2 Din s s micro s Sw/time lag 45 s No 118@6600 14.9@4800 SOHC 16.7 1480-(-10) 160(-10) 5.3 On bonnet s Roof s 40 by customer 10000 2000 5000 2000 2000 2000 1000 1000 500 500 500 100 100 1000 1000 50 100 200 5000 2000 500 100 2000 500 1000 500
Dimension
Convenien ce Audio Seating
Comfort

27 28 29 30 31 32 33 Front fog lamp Clutch lock system Dual horn Impression of quality Boot lid trim Original warranty Ex showroom s s s 14 s 2 Yrsunltdkms 787,663 13 2 Yrs 40000 km 860,500 2000 3000 500 1000 50 3000 72,837
Quality Warranty Price
ORGANIZATION STRUCTURE
CUSTOMER SATISFACTION
Satisfaction level is the level of persons felt state resulting from comparing products perceived performance (or outcome) in relation to the persons expectation. Thus satisfaction level is function of difference between perceived performance & expectation. A customer could experience one of three broad levels of satisfaction: 1) If the performance falls short of expectations, the customer is dissatisfied. 2) If the performance matches to the expectations of the customer, then the customer is satisfied. 3) If the performance exceeds the expectations of the customer, the customer is highly satisfied, pleased or delighted. But how do the customer expectations? Expectations are formed on the basis of the buyers past buying experience statements made by the friends & associates, & marketer & competitor information & promises. If marketers raise the expectations too high the buyer is likely to be disappointed. Some of the todays most successful companies are raising expectation & delivering the performance. The companies are aiming high because customers who are just satisfied will still find it easy to switch supplier when a better offer comes along. The fact is that high satisfaction or delight creates an emotional affinity with the brand, not just a rational preference, and this creates customers high loyalty. Companies seeking to win in todays markets must track their customers expectations perceived company performance, and customer satisfaction. They need to monitor this for the competitors as well. Companies that achieve high customer
satisfaction ratings make sure that their target market knows it. The customer cantered firms seeks to create high customer satisfaction it is not out to maximize customer satisfaction. 4) First they can increase the customer satisfaction by lowering the price or increasing its services, but this may result in low profits. 5) Second, the company might be able to increase its profitability in the other ways, such as by improving its manufacturing or investing more in R&D.
6) Third; the company has many stakeholders including employees, dealers,
suppliers & stockholders. Spending more to increase the customer satisfaction would divert funds from increasing the satisfaction of the other partners. Ultimately, the company must operate on the philosophy that it is trying to deliver a high level of customer satisfaction level subject to delivering at least acceptable levels of the satisfaction to the other stockholders within the constraints of its total resources. Methods of tracking and measuring customer satisfaction Complaint and suggestions system A customer cantered organization would make it easy for its customer to deliver suggestions and complaints. Many restaurants and hotels provide forms for guests to report likes and dislikes. A hospital could place suggestion boxes in the corridors, supply comment cards to the exiting patients, and hire patient advocate to handle patient grievances. Some customer cantered companies P&G, General Electric, and Whirlpool establish customer hot lines with a toll free 800 telephone numbers to maximize the ease with which the customers can inquire, make suggestions, or complain. These information flows provide these companies with many good ideas and enable them to act more rapidly to resolve the problems. Customer satisfaction surveys A company must not conclude that it can get a full picture of customer satisfaction & dissatisfaction by simply a complaint & suggestion system. A study shows that customers are dissatisfied with one out of the four and less than 5% of the dissatisfied customers will complain. Customers may feel that their complaints are minor, or that they will be made to be stupid, or that no remedy will be offered. Most
customers will buy less or switch the suppliers rather than complain. The result is that company has needlessly lost the customer. Therefore, companies cannot use the complaint levels as a measure of customer satisfaction. Responsive companies obtain a direct measure of customer satisfaction by conducting periodic surveys. They send questionnaires or make telephone calls to random sample of their recent customer to find out how they feel about various aspects of the companys performance. Customers satisfaction can be measured in number of ways. It can be measured directly by asking: indicate how satisfied you are with the service X on the following scale: highly satisfied (directly reported satisfaction). Respondents can be asked as well to rate how much they are expected of as certain attribute and also how much they are experienced (derived satisfaction). Still another method is to ask respondents to list any problems they have had with the offer and to list any improvements they could suggest (problem analysis). Finally, companies could respondents to rate various elements of the offer in the terms of the importance of the each element and how well the organization performed each element (importance/ performance ratings).this last method helps the company to know if it is underperforming on important elements and over performing on relatively unimportant elements. While, collecting customer satisfaction data, it would also be useful to ask additional questions to measure the customers repurchase intention; this will normally be high if the customer satisfaction is high. Lost Customer Analysis Companies should contact customers who have stopped buying have switched to another supplier to learn why this is happened. When IBM loses a customer, they mount a thorough effort to learn where they failed is their price too high, their service deficient, their products unreliable, and so on. Not only is it important to conduct exit interviews but also to monitor the customer loss rate which, if it is increasing, clearly indicates that the company is failing to satisfy its customers.
Some cautions in measuring Customer Satisfaction When customers rate their satisfaction with an element of the companys performance, say delivery, we need to recognize that customers will vary in how they define good delivery; it could mean early delivery, on-time delivery, order completeness, and so on. Yet if the company had to spell out every element in detail, customers would face a huge questionnaire. We must also recognize that two customers can report being highly satisfied for a different reasons. One may be easily satisfied most of the times and the other might be hard to please on this occasion. Companies should also note that managers and salespersons can manipulate their rating on the customers on customer satisfaction. They can be especially nice to customers just before the survey. They can also try to exclude unhappy customers from the included in the survey. One of the danger is that if the customer know that the company will go out of its way to please the customers, some customers may want to express high dissatisfaction(even if satisfied) in order to receive more concessions.
Table No. 1
Occupation Of The Customer
Occupation Businessman Serviceman Professionals Politicians Total
NO. of respondent 15 25 55 5 100
Percentage of respondent 15% 25% 55% 5% 100%
5%
15% 25%
55%
Businesssman
serviceman
professional
politician
INTERPRETATION:Out of the 100 respondents, 1. 2. 3. 4. 55% of the respondents are professionals. 25% of the respondents are Servicemen. 15% of the respondents are Businessmen. 5% of the respondents are Politicians.
From the analysis, it is observed that most of the respondents/customers are professionals like Doctors, Engineers, Lawyers, C.A Table No.2
Annual Family Income

Income No. of Respondent Below Rs. 4,00,000 12 Between Rs. 4 to 5 52 lacks Above 5 lacks Total 36 100 Percentage 12% 52% 36% 100%
INTERPRETATION:Out of the 100 respondents 1. 2. 3. 52 respondents have annual income between 4 to 5 lacks. 36 respondents have annual income above 5 lacks. 12 respondents have annual income below 4 lacks. It is observed that most of the respondents have annual income above 4 lacks. The most of the customers are high income group people
Table No.3
Quality of Cars Of Jaya Hyundai.

Particular Poor Average Satisfactory Ideal/Excellent Total NO of Respondent 2 35 53 10 100 . Percentage 2% 35% 53% 10% 100%
INTERPRETATION:Out of the 100 respondents 1. 2. 3. 4. 53% of the respondents say that quality is satisfactory. 35% of the respondents say that quality is average. 10% of the respondents say that quality is excellent/ideal. 2% of the respondents say that quality is poor.
Table No.4
Technical Satisfaction of the Customers regarding driving.

Technical satisfaction Yes No Total No. of Respondent 85 15 100 Percentage 85% 15% 100%
INTERPRETATION:Out of the 100 respondents 1. 2. 85% respondents say that they are satisfied in all technical and driving needs. 15% of the respondents say that they are not satisfied in all technical and driving needs. It can be inferred that the Hyundai cars are satisfactory and satisfies all the technical and driving needs of the customers.
Table No.5
Frequency of problems of Hyundai Cars.

Frequency Rarely Few times Frequently Total NO of respondent 10 78 12 100 Percentage 10% 78% 12% 100%
INTERPRETATION:Out of the 100 respondents 1. 2. 3. 10% respondents say that rarely problem occurs in their Hyundai cars. 78% respondents say that few times problems occur in their cars. 12% respondents say that frequently problem occur in their Hyundai cars. It was observed that in Hyundai cars from HMIL the problems are occurring may be few times in many cases and frequently in few cases.
Table No.6
Customers prefer Hyundai Cars because of . .

Particular Luxurious look Quality features Safety Additional features Maintenance and repairing Total NO of Respondent 15 15 29 15 26 100 Percentage 15% 15% 29% 15% 26% 100%
INTERPRETATION:Out of `100 respondents 1. 29%respondents purchases Hyundai cars because of safety features. 2. 26% respondents purchases Hyundai cars because of minimum maintenance and repairing. 3. 15% respondents purchases Hyundai cars because of luxurious look. 4. 15% respondents purchases Hyundai cars because of Quality feature
5.
15% respondents purchases Hyundai cars because of additional featurIt is observed that customers purchases Hyundai cars because of safety features and minimum maintenance and repairing
Table No.7
The Basic Price of the Cars comparing with the Competitors.

Price Very cheap Economical Almost same Expensive Total NO of Respondent 2 7 10 81 100 Percentage 2% 7% 10% 81% 100%
INTERPRETATION:Out of the 100 respondents, 1. 2. 81% respondents say that Hyundai cars are expensive comparing with the competitors. 10% respondents say that basic price of Hyundai cars are almost same comparing with the competitors.
_____________________________________________________________________Shivaj i University, Kolhapur 3.
It is observed that Hyundai cars are expensive in the price comparing with the competitor
Table No.8
Satisfaction of the customers of Hyundai Motors Ltd. Regarding Warrantee Terms.

Particulars Yes No Total NO Respondent 90 10 100 of Percentage 90% 10% 100%
INTERPRETATION:
Out of the 100 respondents 1. 90% respondents say that they are satisfied with the warranty terms offered by Jaya Hyundai Pvt. Ltd.
2.
10% respondents say that they are not satisfied with the warranty terms offered by Jaya Hyundai Pvt. Ltd.
Table No.9
Model and their Preferences.

Model Santro i-10 i-20 Accent Verna Total NO of Respondent 25 20 10 24 21 100 Percentage 25% 20% 10% 24% 21% 100%
INTERPRETATION:Out of 100 respondents 1. 2. 25% respondents prefer Santro as their Hyundai car. 20% respondents prefer i-10 as their Hyundai car.
3. 4. 5.
10% respondents prefer Getz prime as their Hyundai car. 24% respondents prefer Accent as their Hyundai car. 21% respondents prefer Verna as their Hyundai car.
From the analysis, it is observed that Santro,Accent& Verna are more preferred. Table No.10
Delivery of cars after confirmation of order by the Customers.

Delivery In time Not in time Total NO of Respondent 75 25 100 Percentage 75% 25% 100%
INTERPRETATION:Out of 100 respondents 1. 75% respondents say that they had delivery in time i.e. they are satisfied with delivery done by the Jaya Hyundai Pvt. Ltd.
2. 25% respondents say that they did not have delivery in time. i.e. they are not satisfied with the delivery done by the Jaya Hyundai Pvt. Ltd. From the analysis it is observed that the delivery done by the Jaya Hyundai is satisfactory.
Table No.11
Customer Satisfaction regarding the Sales and Services.

Satisfaction Yes No Total NO of Respondent 75 25 100 Percentage 75% 25% 100%
INTERPRETATION:Out of 100 respondents 1. 2. 75% respondents say that they are satisfied with the Sales and service department of Jaya Hyundai Pvt. Ltd. 25% respondents say that they are not satisfied with the Sales and service department of Jaya Hyundai Pvt. Ltd.
From the analysis it is observed that most of the customers are satisfied with the Sales and service department of Jaya Hyundai Pvt. Ltd.
Table No.12
Customers satisfaction with the complaint handling by the servicing department.

INTERPRETATION:Out of the 100 respondents
1. 2.
85% respondents say that they are satisfied with the complaint handling by the Jaya Hyundai Pvt. Ltd. 15% respondents say that they are not satisfied with the complaint handling by the Jaya Hyundai Pvt. Ltd. From the analysis it is observed that complaints handled are effective and
customers are satisfied.
Table No.13
Driving comfortability of the customers.

INTERPRETATION:Out of 100 respondents

1. 2.
85% respondents say that they feel comfortable while driving. 15% respondents say that they do not feel comfortable while driving. From the above observation it can be interpreted that most of the
customers feel comfortable while driving.
Table No.14
Brand suggestion of the Hyundai customers to their Intimates.

Suggestions Hyundai Tata Maruti-suzuki Mahindra Chevrolet Total NO of Respondent 60 20 10 5 5 100 Percentage 60% 20% 10% 5% 5% 100%
East
tata 20% MARUTI SUZUKI 10% MAHINDRA 5% Chevrolet 5%
Other 10% Hyundai 60%
INTERPRETATATION:Out of 100 respondents 1. 2. 3. 4. 5. 60% respondents say that if their intimates want to purchase car, they will suggest the brand Hyundai. 20% respondents say that if their intimates want to purchase car, they will suggest the brand Tata. 10% respondents say that if their intimates want to purchase car, they will suggest the brand Maruti-suzuki. 5% respondents say that if their intimates want to purchase car, they will suggest the brand Mahindra. 5% respondents say that if their intimates want to purchase car, they will suggest the brand Chevrolet. From the above observation, it can be interpreted that if customers intimates want to purchase car, they will suggest the brand Hyundai.
Table No.15
Qualities that satisfy customers, Rankwise.

(Note: Rank 1 is the highest rank and rank 8 is the lowest rank.) Satisfaction Parameter Luxurious Look Speed Mileage Safety Min Maintenance & repairing Sales Service Price After Sales Services Ranking 3rd 6th 7th 1st 2nd 4th 7th 5th
CUSTOMER SATISFACTION INDEX ANALYSI
INTERPRETATION:Out of 100 respondents ranking.
Safety features get the first Minimum maintenance and Luxurious look ranks third. Sales services stand out as the After sales services get the fifth Speed counts for the sixth rank. Price is the least ranked Mileage is the very least ranked.
repairing feature get the second ranking.
fourth rank holder. ranking.
(seventh).
From the above customer satisfaction index, we can interpret that Hyundai customers are satisfied mostly due to following factors. 1.
2.
Safety, minimum maintenance These are the satisfaction parameters according to their
and repairing and luxurious looks. ranks. These parameters are also considered while purchasing Hyundai cars. These factors help to understand the buying behaviour pattern of the customer
FINDINGS AND OBERVATION
The most (55%) of the respondents are professionals like
Doctors, Engineers, Advocates, i.e. professionals most prefer Hyundai cars. The income of 52% of the respondents is in between 5 to 6 lacks per year. & 36% of the respondents have annual income above 6 lacks. The customers belong to high income group.
Customers are satisfied with the Quality like interiors and look.
In the above case more respondents are saying that it is average, satisfactory and excellent in quality. In the Hyundai cars, problems are occurring may be few times The most of the customers purchase Hyundai because of the in many cases and frequently in few cases. Safety features and minimum maintenance and repairing. This help to know the consumer buying behaviour. The Basic price of the Hyundai cars comparing with the competitor is little bit expensive. In the above case more respondents are saying that Price is somewhat expensive as compared with the competitors. 25% of the respondents prefer Santro and then after this Accent & Verna are two most demanding cars in Nanded region. It means Santro, Accent and Verna are mostly preferred by the customers. The delivery done by the Jaya Hyundai Pvt.Ltd. is satisfactory. In the above case most of the respondents are saying that they had the delivery in time i.e. they are satisfied with the delivery done by the Jaya Hyundai.
Servicing department: 85% of the respondents are satisfied with
servicing department. The most of the customers are satisfied with servicing department. The complaints were tackled properly and on time. From the analysis it is observed that complaints handled are effective and customers are satisfied. 80% of the respondents feel comfortable while driving. This 85% of the respondents always prefer their Hyundai for the feeling makes customer delighted. long drive purpose. The most of the customers prefer their Hyun\dai for long drive.
53% of the respondents replied that if their intimates want to
buy new four wheeler then they would suggest Hyundai brand. Maximum scope for the prospective customers. 85 % of the customers are satisfied with look, safety and minimum maintenance & repairing. The most of the customers are satisfied with these parameters.
SUGGESTIONS
In this era of tough competition in the market it is compulsory for company to provide some types of facilities to the customers to acquire the best level of Customer satisfaction. During this study I came across some points which if consider would surely enhance the market share and customer satisfaction. Company should design new and more attractive policies for credit policies cash discounts warranty terms
Company should try to enhance its post sales services as preventive measures. The preventive maintenance should be monitored on regular basis. Price features: - as Hyundai cars are more costly as compared to other competitors, if they want to capture the automobile market, they have to reduce the price slightly.
For Santro: - Power windows are needed. For i-10, more power in c.c. is needed and for verna inbuilt spoiler is needed For Accent: - inbuilt LPG gas kit & music system is required. Late service, loose delivery and unviability of spare parts should be avoided. The quick, fast and timely service facility is to be maintained Free check-up camps, more free servicing and extended warranty are needed to attract more customer We found that promotion greatly affect the market,so in my opinion company should promot its product regularly by making new and people attracting promotional strategies to increase its sale.
Personal touch with the customers: Asking the customer to come regularly for servicing even after the warrenty period. Educating the customers:Jaya Hyundai should educate the customer about the maintenance of vehile
CONCLUSION
The research project was fruitful experience. It enables to come across the different opinion of the customer about the Jaya Hyundai Pvt. Ltd. In the context of Price, Quality, Service Back up, maintenance and safety. It was possible to understand the level of Customer Satisfaction factors which influenced the Buying behaviour for Hyundai four wheelers. Keeping in mind the findings of the study, the following are the conclusions The project also deals with the practical aspects of Customer satisfaction and the factors which influenced buying behaviour for Hyundai cars. It was also found out that Jaya Hyundai Pvt. Ltd. Is providing Satisfaction to the customers through maintenance, Quality, safety but Customers are not much satisfied with the Mileage so the company has to take efforts to improve itself and move forward successfully. The study reveals that more attention should be paid on the professionals like Doctors, Engineers, Advocates and C.A.s as they are the target customers.
As the Hyundai cars are slightly high priced, in order to capture the
automobile market, they must reduce the price slightly up to 10%. The company should satisfy or even delight the customers with its product quality like interiors and look and after sales services like warranty & servicing so that they can capture most of the market. Company should try to enhance its post sales services as preventive measures for maximising the satisfaction level. Company should design new and attractive offers as well as policies such as warranty so as to satisfy the existing customers and to attract the prospective customers
Free check-up camps, more free servicing and extended warranty are needed
to attract more customer The Hyundai cars are showing good response, future demand is going to rise in the market. So company should try to make the cars more demand
oriented like more mileage providing & reduced pricing. So that it can compete with the competitors in the market.
BIBLIOGRAPHY
BOOKS Philip Kotler: Marketing Management prentice hall of India Pvt. Ltd. Kothari C.R.: Research Methodology Vishwa Publication, New Delhi. Sharma D.D.: Marketing Research Sultan Chand son, New Delhi.
WEBSITES

www.tata-motors.com www.tata nana.co.in www.google.com
MAGAZINES AND OTHERS:
Monthly Tata Magazine:- ON THE MOVE. Product Brochures.
Annual reports or magazines of Tata Motor India Limited.
Auto India Magazine
QUESTIONNAIRE PERSONAL INFORMATION:Name: Age: 1) What is your occupation? a) Businessman b) Serviceman

c) Professionals:-a) dr. b) Eng. c) advocate d) C.A.s
sex:-m/f:-
d) Politicians. 2) What is your annual family income? a) <4 lacks b) <5 lacks c) >5 lacks 3) How is the Quality of car (Hyundai motors) from the Jaya Hyundai Pvt. Ltd.? a) Poor b) Average c) Satisfactory d) Ideal/excellent 4) Is it technically upgraded and satisfies your all technical and driving needs? a) Yes b) No. 5) How many times did you find the problem in your Hyundai car? a) Few times b) Rarely c) Frequently
6) Why did you purchase Hyundai? a) luxurious look b) quality features c) safety d) additional features e) min maintenance & repairing 7) The basic price of the cars comparing with the Competitor is? a)Very cheap b) Economic c) Almost same d) Expensive. 8) Are you satisfied with the warranty terms offered by the Hyundai motors India Ltd.? a) Yes b) No.
9) Which model would you prefer? a) Santro b) i-10 c) i-20 d) Accent e) Verna 10) Delivery of cars after confirmation of order by you? a) In time b) Not in time. 11) Are you satisfied with the Sales & Service department of Jaya Hyundai?
a) Yes. Give reason
b) No, Give reason
12) Are you satisfied with the complaint handling by the servicing department? a) Yes b) No.
13) Do you feel comfortable while driving? a) Yes b) No 14) If your intimates want to buy 4 wheeler, which brand would you suggest? a) Hyundai b) Tata c) Maruti-suzuki d) Mahindra e) Cshevrolet f) Toyota 15) Which qualities of car made you satisfied? Rank them from 1 to 8. a) Luxurious look b) Speed c) Mileage d) Safety e) Min maintenance & repairing f) Sales service g) Price h) After sales services ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( )
(Rank 1 is the highest rank and rank 8 is the lowest rank.)


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_____________________________________________________________________Shivaj i University, Kolhapur

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OBJECTIVES OF THE STUDY

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Primary Source Secondary' source

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SCOPE OF THE STUDY

LIMITATIONS OF THE STUDY:1. 2. 3.

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Dealers showroom name

Jaya Hyundai,Sujaya Enterprises Pvt. Ltd. Nanded.

Honourable Mr.AshokraoChavan (Ex.CM Maharashtra State)

Sales and servicing

VISION STATEMENT:Our team provides value for your future.

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Comparative Study with Other Product Santro GLS vs A-STAR-LXI

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

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Specific Check: Petrol, fuel tank: 35L. Price:-Rs.3.58 to 5.44 lacks.

Proven product Fuel efficient

Width Front Rear Boot capacity (ltr) Track

LX,LX,UX (O) No No No No No No No No Yes Inferior No No No No No

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Yes Full fabric Yes Yes Yes 2 Yrs/ unlimited Km.

No Semi Cloth No No No 2 Yrs/40000 Km

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RS.5.48 TO 6.19 Lacks

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Accent Executive vs Swift Dzirevxi

Comfort and convenien ce Seating Warranty

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Limited Price 21 Ex showroom km 499,900

kms 533,951 34,051

Delhi-RsLackh Total Perceived advantage benefit by customer 77451 HYUNDAI VERNA

SPECIFICATIONS CHECK: Petrol: fuel tank: 45 L. Diesel: fuel tank: 45 L

_____________________________________________________________________Shivaj i University, Kolhapur

Price: RS.6.84 TO 8.76 Lacks.

Verna 1.5 CRDIVG v/s City SMT

Convenien ce Audio Seating

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Quality Warranty Price

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