Customer Satisfacion Level

INTRODUCTION
OF
THE STUDY
Page | 1
KCE’S INSTITUTE OF MANGEMENT & RESEARCH, JALGAON
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.
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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 Akola region and determining the satisfaction level of customers in Akola region.
1. To segment the potential customers in Akola for Hyundai Motors.

2. To study the satisfaction level of customers of Hyundai motors in Akola
region.
3. To understand the gap between company offering and customers requirement
4. To study the services given by Paraskar Hyundai Pvt.Ltd. In terms of

servicing, warranty, maintenance and repairing.
5. To study the factors influencing on the buying behaviour of the customers.
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RESEARCH METHODOLOGY
For the purpose of the research, researcher has selects and collected the data from the
area “Akola”.
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. Primary Source
B. Secondary' source
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
ParaskarHyundai Paraskar Enterprises .
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:
For the purpose of completing this project report, I took 100 customers as
sample size.
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SCOPE OF THE STUDY
The area of operation is around the Akola 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 Akola city areas are
Akola,Shivajinagar, Bhagyanagar, KhamgaonRoad,Dabki Road, Etc.
LIMITATIONS OF THE STUDY:-
1. The study was conducted in Akola region.

2. Time limitation is of only about 65 days.
3. The sample size is limited i.e. 100 customer.
4. Research is limited only for the area Akola and is limited up to this
organization.
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Company Profile
Page | 6
ABOUT HMC
Established in 1967, Hyundai Motor Co. has grown into the Hyundai-Kia Automotive
Group which was ranked as the world’s fifth-largest automaker in 2007 and includes over
two dozen auto-related subsidiaries and affiliates. Employing over 450 engineers in India ,
Hyundai Motor posted sales of 57808 units. 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 Korea’s largest and the world’s fifth largest automaker in terms of units sold per year.
Headquartered in Seoul, Hyundai operates the world’s 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 company’s 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 Japan’s 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.
Page | 7
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. Hyundai’s 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

Koo’s 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.
Page | 8
COMPANY PROFILE
Name of organization HYUNDAI MOTORS COMPANY
Type Public
Founded 1967
Parent Hyundai kia Automotive Group
Location Seoul South Korea
Key people Chung Mong Co-chairman CEO
Industry Automobile manufacturer
Products Automobiles
Revenue ₩ 27.384 Trillion (Approx. USD $29.5 billion)
Net income ₩ 2.315 Trillion (Approx. USD $2.5 billion)
Employees c.68, 000 worldwide
Website Hyundai-Motor.com
Company address HYUNDAI MOTORS INDIA LIMITED,

A-30, Mohan Cooperative Industrial Estate,
Mathura Road, New Delhi-110044.
Tel :( 011) 4167-8800 Fax :( 011)4167-8811
Dealer’s showroom name Paraskar Hyundai,ParaskarEnterprises Akola.
Showroom addresses Paraskar Hyundai, Paraskar Enterprise

Near Radha Swami Satsang,Akola-NH6,Akola,
Pin-444002 Phone-0724-242679/80/81
Dealer’s name Mr-Vinod.P. Paraskar
Sales and servicing Paraskar Hyundai looks after the Sales and
Servicing of Hyundai Motors in 4 districts namely
Akola, Buldhana, Washim,Yavtmal.
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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.
VISION STATEMENT:-
Our team provides value for your future.
Page | 10
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. ABS
2. AC
3. Auto Transmission
4. Central Locking System
5. Fog Lamps
6. Power Steering
7. Power Windows.
8. Front Power Window
9. Safety
Page | 11
Comparative Study with Other Product
Santro GLS vs A-STAR-LXI
AREA FEATURE/ITEMS/NARRATION SR.NO SANTRO GLS A-STAR-LXI PERCEIVED

ADVANTAG
BENEFIT
VALUE
Displacement-cc 1 1086 998 5000
Engine No.of cylinders 2 4 3 2000
Power(max)-ps@rpm 3 63@5500 67.93@6200 2000
Torque(Max)-Kgm@rpm 4 9.8@3000 9.18@3500 5000
Fuel Types 5 Petrol & LPG Petrol 2000
Length-mm 6 3565 3500(-65) 5000
Dimension Height-mm 7 1590 1490(-100) 5000
Wheel Base-mm 8 2380 2360(-20) 2000
Boot Loading Height 9 Lower Higher 500
Detachable Bumper insert moulding 10 Yes No 500
Exterior Rear Spoiler 11 Yes No 2000

Tailgate Glance 12 Bigger Smaller 500
Moulding 13 Yes No 1000
Quality of plastic 14 Rich Plasticky 1000
Moulded Roof Linking 15 Vinyl Fabric 500
Interior Beige & Brown 16 Yes No 500
Ash Tray 17 Yes No 500
Floor console –std 18 Yes No 500
Door Trim With fabric insert 19 Yes No 500
Rear seat Head Restaints 20 Integrated No 500
Seating Rear Seat Double Folding 21 Yes Single 2000
Driver seating position 22 Bigger Low 1000
Rear side windows 23 bigger Narrower 1000
Convenience ORVM(Outside rear view mirror) 24 Fully Folding Partial Folding 200
Power Windows-front 25 Yes No 5000
Safety Central Locking 26 4 Doors No 5000
Clutch Foot Rest 27 Yes No 200
Self-Locking Door 28 Yes No 1000
Warranty Basic warranty 29 2 Yrs./ 2 Yrs./40000 3000
Unlimited Km
Mileage
Price Ex. Showroom Delhi 30 3,60,878 3,51,890 -8,988
Page | 12
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. Inspiring
2. Intelligent & intuitive
3. innovative
CAR RANGES:-
I-10 DLITE, i-10 Era, i-10 Magna, i-10Magna
EQUIPMENTS: -
1. ABS
2. AC/ Climate Control
3. Airbag
4. Alloy wheels
5. Auto transmission
7. Electronic Mirror
8. Fog Lamp
9. Power Steering
10. Power Windows
11. Tilt Steering.
Specific Check: Petrol, fuel tank: 35L.Price:-Rs.3.58 to 5.44 lacks.
Page | 13
I 10 v/s WagonR
Particular I 10 Wagon R
1.1 IRDE 1.2 KAPPA

Proven product Sales value (April2009-march-2010) 149242 144896
Fuel efficient ARAI Mileage (BSIV) 19.69(m/j) 19.81(m-j) 18.9
Warranty coverage 2 yrs/unlimited kms 2 yrs/4000
Engine displacement (cc) 1086 1197 998

No.of cylinder values 4/12 4/16 3/12
Higher warranty Max power (ps) 66.6 80 68
Max torque (kgm) 10.1 11.4 9.18
Low engine Max power 5500 5200 6200
empoperation Max power 2800 4000 3500
Better stability Width 1595 1495(-100)
Track Front 1400 1295(-105)
Rear 1385 1290(-95)
Spacious boot Boot capacity (ltr) 225 180(-45)
Variants 7(D-lite Era Magna 1.1Magna Sportz LX,LX,UX

(O)
Design & packaging i-relax front seat headrests Yes No
1-shift gear knod Yes No
Yes No
Automatic transmission
Bumper insert moulding Yes No
Rear spoiler Yes No
Sunroof Yes No
2-tone beige interiors Yes No
Styling
Red pack Yes No
Fit & Panes gaps No Yes
finis Plastic quality Premium Inferior
Anti-rust coating Yes No
D/N inside rear mirror Yes No
Low fuel warning lamp Yes No
Convenience Door &tail gate ajar Yes No
Boot lamp Yes No
Seat belt hook cavity Yes No
Big glove box Yes No
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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. Electrically adjustable outside mirror on both sides

2. Top variant features five spoke light-weight alloy wheels
3. USB port at the centre console for playing music on the i-pod
4. Globe box connected with the air-conditioning system of the car
5. Adjustable steering wheel for better riding comfortable
6. The seats with head rests can be adjusted at different angles
7. Safety of the car is assured by the responsive systems of ABS with EBD
8. Inspiring
Price
Prices starts from 5.0 Lacs going on up to 6.o Lacs for the top version.
Page | 15
I20 Magna 1.4 L CRDi V/S Swift 1.3 L vdi ABS Desel
Area No. of I20 Items Hyundai I20 magna Maruti Swift 1.3 L
Advantages 1.4 L CRD ABS
1 Displacement 1396 1248
2 Transmission 6 Speed M/T 5 Speed M/T
3 Swirl control value Yes No
4 Electrical exhaust gas Recirculation Yes No
5 Power (PS/RPM) 90@ 4000 76 @4000
Engine
6 Power to weight ratio (PS/TON) 80.94 68.78
7 Torque(kgm/rpm) 22.4@1750 19.4@2000
8 Torque to weight ratio (Kgm/Ton) 20.19 17.56
9 Overall Length(mm) 3940 36760
10 Overall width(mm) 1710 1690
Dimension 11 Front Track 1505 1470
12 Rear Track 1503 1480
13 Wheelbase(mm) 2525 2390
14 Luggage space(Litre) 295 232
15 FACT (Fully Automatic Temperature Yes No
Control)
16 2 Din MP3 Players with AUX & Yes No
USB.
17 4 Speakers with front 2 tutor Yes No
18 Rear AC ducts Yes No
Comfort & 19 Staring Tilt & Telescopic None
Convenience
20 Illuminated power window suitors Yes No
21 Driver side power window Yes No
22 Glove box cooling Yes No
23 Low fuel warming Yes No
24 Rear parcel tray Yes No
Seating 25 Rear seat cushion popup & backrest Yes Single folding
fielding
26 MT shift indicator Yes No
27 Blue LED interior Illumination Yes No
Interior 28 Two tone beige interior Yes No

29 Seating Full fabric Semi Cloth
30 Metal finish inside door handle Yes No
Exterior 31 Chrome Radiator Grille Yes No
32 Bodycolored rear garnish Yes No
Warranty 33 Original Warranty 2 Yrs/ unlimited 2 Yrs/40000 Km
Page | 16
HYUNDAI ACCENT
EQUIPMENT:
1. AC
2. Electric Mirror
3. Power steering
4. Auto Transmission
5 Central Locking System
6 Fog Lamps
7 Power Windows.
8 Front Power Window
9 Power steering
10 Safety
PRICE: - RS.5.48 TO 6.19 Lacks
Page | 17
Accent Executive vs Swift Dzirevxi
AREA SR.NO ITEAMS ACCENT Swift Dzire PERCIEVEDBENEFIT

EXECUTIVE vxi
1 Displacement –cc 1.495 1197 5000
Engine 2 Power (ps /rpm) 95@5500 85@6000 5000
3 Torque (kgm) 12.7@3500 11.4@4500 5000
4 Overall length(mm) 4250 4160(-90) 5000
Dimension 5 Overall 2440 2390(-50) 5000
wheelbase(mm)
6 Ground 172 170(-2) 1000
clearance(mm)
7 Body color s - 500
waistline molding
8 Rear defogger s - 1000
9 Body color rear s - 200
garnish
Exterior
10 Interior key color Beige Grey (dull) 2000
11 Leather wrapped s - 1000
steering
12 Leather wrapped s - 500
TGS knob
13 Delay out interior s - 500
lamp
14 Scuff plate s - 500
Comfort and 15 Tilt sleering s - 5000
convenience 16 Clutch foot rest s - 200
17 low fuel warning s - 500
18 Remote tail gate s Key type 500
opener
Seating 19 60:40 split folding s - 2000
rear seat
Warranty 20 Original warranty 2 year/ un 2 year 3000
Limited km 4000 kms
Price 21 Ex –showroom 499,900 533,951 34,051
Delhi-RsLackh
Total Perceived advantage benefit by customer 77451
Page | 18
HYUNDAI VERNA
EQUIPMENT: -
1. AC/Climate control
2. Alloy wheels
3. Audio system
5. Electric Mirror
6. Fog Lamp
7. Power steering
8. Power Windows
SPECIFICATIONS CHECK: -
Petrol: fuel tank: 45 L.
Diesel: fuel tank: 45 L
Price: RS.6.84 TO 8.76 Lacks.
Page | 19
Verna 1.5 CRDIVG v/s City SMT
Area SRN ITEMS Verna City Perceived

O. 1.5CRDIVG SMT Advantage
Benefit value by
customer
1 CRDI Diesel VGT (least diesel Technology yes No 10000
2 Power (ps rpm) 110@4000 118@6600 2000
Engine 3 Torque (kgm@rpm) 24@1900-2750 14.9@4800 5000
4 Cam shaft DOHC SOHC 2000
5 Fuel efficiency as per Arai Government – 19.92 16.7 2000
km/litre
6 Overall height-(mm) 1490 1480-(-10) 2000
7 Ground clearance –(mm) 170 160(-10) 1000
8 Turning radius –m 4.9 5.3 1000
Dimension 9 Washer nozzle mounting conceiled On bonnet 500
10 Body colored outside door handles s - 500
11 Body colored ORVMS s - 500
12 Bottle holder in front door map packet s - 100
Interior 13 Rear door map packet w/bottle holder - 100
14 Front doors full armrest s - 1000
15 Rear doors full armrest s - 1000
16 Luggage hock s - 50
Convenienc 17 Luggage lamp s - 100
e 18 Key not removes wanting s - 200
19 Music system with mp3 2 Din s 5000
Audio 20 CD player s - 2000
21 Tweeters s - 500
22 Antenna micro Roof 100
Seating 23 60:40 folding rear seat s - 2000
24 Power windows Sw/time lag s 500
25 Ride quality AUTO bild magazine 45 40 1000
Comfort 26 Central locking system-from co passenger s - 500
side
27 Front fog lamp s - 2000
28 Clutch lock system s - 3000
29 Dual horn s - 500
Quality 30 Impression of quality 14 13 1000
31 Boot lid trim s - 50
Warranty 32 Original warranty 2 Yrsunltdkms 2 Yrs 40000 3000
km
Price 33 Ex –showroom 787,663 860,500 72,837
Page | 20
ORGANIZATION STRUCTURE
OWENER
GENERAL MANAGER
SALES MANAGER FINANCE MANAGER H.R. MANAGER SERVICE

MANAGER
CUSTOMER WARRANTY SPARE PART FLOOR WASHING E.D.P.

RELATIONS MANAGER MANAGER SUPERVISION SUPERVISOR MANAGE
HIP R
MANAGER
WARRANTY SPARE PART

INCHARGE INCHARGE
Page | 21
Theoretical
Background
Page | 22
CUSTOMER SATISFACTION
“Satisfaction level is the level of persons felt state resulting from comparing
products perceived performance (or outcome) in relation to the person’s
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 today’s 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 today’s 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.
Page | 23
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.
Page | 24
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 company’s performance.
Customer’s 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.
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Some cautions in measuring Customer Satisfaction
When customers rate their satisfaction with an element of the company’s

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.
Page | 26
Data Analysis and
Interpretation
Page | 27
Table No. 1
Occupation Of The Customer
Occupation NO. of respondent Percentage of respondent

Businessman 15 15%
Serviceman 25 25%
Professionals 55 55%
Politicians 5 5%
Total 100 100%
5% 15%
25%
55%
Businesssman serviceman professional politician
INTERPRETATION:-
Out of the 100 respondents,
1. 55% of the respondents are professionals.

2. 25% of the respondents are Servicemen.
3. 15% of the respondents are Businessmen.
4. 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
Page | 28
Table No.2
Annual Family Income
Income No. of Respondent Percentage

Below Rs. 4,00,000 12 12%
Between Rs. 4 to 5 52 52%
lacks
Above 5 lacks 36 36%
Total 100 100%
60
Annual Family Income
50
40
below 4 lacks
30
20 between 4 to 5 lacks
10 above 5 lacks
0
annual income in rupees
INTERPRETATION:-
Out of the 100 respondents
1. 52 respondents have annual income between 4 to 5 lacks.

2. 36 respondents have annual income above 5 lacks.
3. 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
Page | 29
Table No.3
Quality of Cars OfParaskar Hyundai.
Particular NO of Respondent Percentage

Poor 2 2%
Average 35 35%
Satisfactory 53 53%
Ideal/Excellent 10 10%
Total 100 100%
Quality of Cars
60
no.of respondents
53
50
40 35
30
20
10
10 2
0
quality of car %
poor average satisfactory ideal
INTERPRETATION:-
1. 53% of the respondents say that quality is satisfactory.

2. 35% of the respondents say that quality is average.
3. 10% of the respondents say that quality is excellent/ideal.
4. 2% of the respondents say that quality is poor.
Table No.4
Page | 30
Technical Satisfaction of the Customers regarding driving.
Technical satisfaction No. of Respondent Percentage
Yes 85 85%
No 15 15%
Total 100 100%
Satisfied
15%
85%
yes no
INTERPRETATION:-
1. 85% respondents say that they are satisfied in all technical and driving needs.
2. 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.
Page | 31
Frequency NO of respondent Percentage
Rarely 10 10%
Few times 78 78%
Frequently 12 12%
Total 100 100%
Frequency of Problems.
10%
12%
78%
rarely few times frequently
INTERPRETATION:-
1. 10% respondents say that rarely problem occurs in their Hyundai cars.
2. 78% respondents say that few times problems occur in their cars.
3. 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 . .
Page | 32
Particular NO of Respondent Percentage
Luxurious look 15 15%
Quality features 15 15%
Safety 29 29%
Additional features 15 15%
Maintenance and repairing 26 26%
Total 100 100%
Purchasing Parameters
luxurious look
30 29 26
Quality features
20 15 15 15
safety
no.of 10
additional features
respondents
0 maintenance &
parameters repairing
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
additionalfeature. It 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.
Page | 33
Price NO of Respondent Percentage
Very cheap 2 2%
Economical 7 7%
Almost same 10 10%
Expensive 81 81%
Total 100 100%
Price
100 81
no. of
respoondents 50
7 10
2
0
price
very cheap economical almost same expensive
INTERPRETATION:-
Out of the 100 respondents,
1. 81% respondents say that Hyundai cars are expensive comparing with the
competitors.
2. 10% respondents say that basic price of Hyundai cars are almost same comparing
with the competitors.
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.
Page | 34
Particulars NO of Respondent Percentage
Yes 90 90%
No 10 10%
Total 100 100%
Warranty Satisfaction
10%
Yes
no
90%
INTERPRETATION:
1. 90% respondents say that they are satisfied with the warranty terms offered by
Paraskar Hyundai Pvt. Ltd.
2. 10% respondents say that they are not satisfied with the warranty terms offered by
Table No.9
Model and their Preferences.
Page | 35
Model NO of Respondent Percentage
Santro 25 25%
i-10 20 20%
i-20 10 10%
Accent 24 24%
Verna 21 21%
Total 100 100%
Models And Their Preferance

30 25 24
20 21
20
no.of
respondents 10
10
0
model
santro i-10 i-20 accent verna
INTERPRETATION:-
Out of 100 respondents
1. 25% respondents prefer Santro as their Hyundai car.

2. 20% respondents prefer i-10 as their Hyundai car.
3. 10% respondents prefer Getz prime as their Hyundai car.
4. 24% respondents prefer Accent as their Hyundai car.
5. 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.
Page | 36
Delivery NO of Respondent Percentage
In time 75 75%
Not in time 25 25%
Total 100 100%
Car Delivery
100%
50% 75%
25%
0%
in time
not in time
East
INTERPRETATION:-
1. 75% respondents say that they had delivery in time i.e. they are satisfied with delivery
done by the Paraskar 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 Paraskar Hyundai Pvt. Ltd.
From the analysis it is observed that the delivery done by the Paraskar Hyundai is
satisfactory.
Table No.11
Customer Satisfaction regarding the Sales and Services.
Page | 37
Satisfaction NO of Respondent Percentage
Yes 75 75%
No 25 25%
Total 100 100%
Servicing Satisfaction
25%
yes
no
75%
INTERPRETATION:-
1. 75% respondents say that they are satisfied with the Sales and service department of
2. 25% respondents say that they are not satisfied with the Sales and service department
of Paraskar Hyundai Pvt. Ltd.
From the analysis it is observed that most of the customers are satisfied with the Sales
and service department of Paraskar Hyundai Pvt. Ltd.
Table No.12
Customers satisfaction with the complaint handling by the servicing

department.
Page | 38
Yes 85 85%
No 15 15%
Total 100 100%
Complaint Handling
15% yes
85% 15%
no
INTERPRETATION:-
1. 85% respondents say that they are satisfied with the complaint handling by the
2. 15% respondents say that they are not satisfied with the complaint handling by the
From the analysis it is observed that complaints handled are effective and customers
are satisfied.
Table No.13
Driving comfort ability of the customers.
Page | 39
Yes 85 85%
No 15 15%
Total 100 100%
Driving Comfortability
Yes
85% 15% 15% No
INTERPRETATION:-
1. 85% respondents say that they feel comfortable while driving.

2. 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.
Page | 40
Suggestions NO of Respondent Percentage
Hyundai 60 60%
Tata 20 20%
Maruti-suzuki 10 10%
Mahindra 5 5%
Chevrolet 5 5%
Total 100 100%
East
tata MARUTI-SUZUKI
20% 10%
MAHINDRA
5%
Other
10%
Chevrolet
Hyundai 5%
60%
INTERPRETATATION:-
1. 60% respondents say that if their intimates want to purchase car, they will suggest the
brand Hyundai.
brand Tata.
brand Maruti-suzuki.
brand Mahindra.
Page | 41
brand Chevrolet.
From the above observation, it can be interpreted that if customer’s intimates want to
purchase car, they will suggest the brand Hyundai.
Page | 42
Table No.15
Qualities that satisfy customers, Rankwise.
(Note: Rank 1 is the highest rank and rank 8 is the lowest rank.)
Satisfaction Parameter Ranking

Luxurious Look 3rd
Speed 6th
Mileage 7th
Safety 1st
Min Maintenance & repairing 2nd
Sales Service 4th
Price 7th
After Sales Services 5th
CUSTOMER SATISFACTION INDEX ANALYSI
Customer Satisfaction index

after sal;es service
5
7 price
4
satisfaction 2 sales services
parameters 1
8 m&r
6
3 safety
mileage
0 2 4 6 8
speed
ranking
lux. Look
INTERPRETATION:-
 Safety features get the first ranking.

 Minimum maintenance and repairing feature get the second ranking.
 Luxurious look ranks third.
 Sales services stand out as the fourth rank holder.
Page | 43
 After sales services get the fifth ranking.
 Speed counts for the sixth rank.
 Price is the least ranked (seventh).
 Mileage is the very least ranked.
From the above customer satisfaction index, we can interpret that Hyundai
customers are satisfied mostly due to following factors.
1. Safety, minimum maintenance and repairing and luxurious looks.

2. These are the satisfaction parameters according to their ranks. These
parameters are also considered while purchasing Hyundai cars. These factors
help to understand the buying behaviour pattern of the customer
Page | 44
Findings
And Observation
Page | 45
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.
 The Hyundai cars are found to be satisfactory and satisfy all the technical and
driving needs of the Customers.
 In the Hyundai cars, problems are occurring may be few times in many cases
and frequently in few cases.
 The most of the customers purchase Hyundai because of the 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.
 The warranty terms offered by the Hyundai Motors India Limited are
satisfactory because Hyundai Motors India Limited offers 5 years warranty
and or upto 60,000 miles.
 25% of the respondents prefer Santro and then after this Accent & Verna are
two most demanding cars in Akola region. It means Santro, Accent and Verna
are mostly preferred by the customers.
 The delivery done by the ParaskarHyundai .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 Paraskar Hyundai.
 Servicing department: 85% of the respondents are satisfied with servicing
department. The most of the customers are satisfied with servicing department.
Page | 46
 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 feeling makes
customer delighted.
 85% of the respondents always prefer their Hyundai for the 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.
Page | 47
Suggestions And
Conclusion
Page | 48
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 unaviability 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
Page | 49
 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:Paraskar Hyundai should educate the customer about

the maintenance of vehile
Page | 50
CONCLUSION
The research project was fruitful experience. It enables to come across the
different opinion of the customer about the Paraskar Hyundai. 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 ParaskarHyundai . 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.
 The preventive maintenance should be monitored on regular basis to maintain

the brand image and satisfaction of the customers
Page | 51
 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.
Page | 52
BIBLIOGRAPHY
Page | 53
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.hyundai-motors.com
 www.hyundai.co.in
 www.google.com
MAGAZINES AND OTHERS:-
 Monthly Hyundai Magazine:- ON THE MOVE.

 Product Brochures.
 Annual reports or magazines of Hyundai Motor India Limited.
 Auto India Magazine
Page | 54
ANNEXURE
Page | 55
QUESTIONNAIRE
PERSONAL INFORMATION:-
Name:
Age: - sex:-m/f:-
1) What is your occupation?
a) Businessman
b) Serviceman
c) Professionals:-a) dr. b) Eng. c) advocate d) C.A.s
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 ParaskarHyundai ?
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
Page | 56
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 Paraskar Hyundai?
a) Yes. Give reason b) No, Give reason
Page | 57
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.)
Page | 58

Customer Satisfacion Level

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INTRODUCTION

1. To segment the potential customers in Akola for Hyundai Motors.

4. To study the services given by Paraskar Hyundai Pvt.Ltd. In terms of

A] Primary data sources:-

Questionnaire for customer:-

B] Secondary data sources:-

LIMITATIONS OF THE STUDY:-

1. The study was conducted in Akola region.

Chung Ju-Yung founded the Hyundai Engineering and Construction Company in

In 2004, Hyundai was ranked second in "initial quality" in a survey/study by J.D.

In 2006, the South Korean government initiated an investigation of Chung Mong

Name of organization HYUNDAI MOTORS COMPANY

Parent Hyundai kia Automotive Group

Location Seoul South Korea

Key people Chung Mong Co-chairman CEO

Industry Automobile manufacturer

Revenue ₩ 27.384 Trillion (Approx. USD $29.5 billion)

Net income ₩ 2.315 Trillion (Approx. USD $2.5 billion)

Employees c.68, 000 worldwide

Company address HYUNDAI MOTORS INDIA LIMITED,

Dealer’s showroom name Paraskar Hyundai,ParaskarEnterprises Akola.

Showroom addresses Paraskar Hyundai, Paraskar Enterprise

Dealer’s name Mr-Vinod.P. Paraskar

To create exceptional automotive value for our customers by harmoniously blending

Our team provides value for your future.

Santro Xing is the Sunshine Car. A New Shining Dawn.

EQUIPMENT OF SANTRO XING

Santro GLS vs A-STAR-LXI

AREA FEATURE/ITEMS/NARRATION SR.NO SANTRO GLS A-STAR-LXI PERCEIVED

Exterior Rear Spoiler 11 Yes No 2000

Catch the i: - inspiring, innovative and intelligent. Compact cars

FEATURE OF HYUNDAI ‘i-10’

I-10 DLITE, i-10 Era, i-10 Magna, i-10Magna

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

1.1 IRDE 1.2 KAPPA

Engine displacement (cc) 1086 1197 998

Variants 7(D-lite Era Magna 1.1Magna Sportz LX,LX,UX

Striking Features of Hyundai i20 Car

1. Electrically adjustable outside mirror on both sides

Interior 28 Two tone beige interior Yes No

PRICE: - RS.5.48 TO 6.19 Lacks

AREA SR.NO ITEAMS ACCENT Swift Dzire PERCIEVEDBENEFIT

Petrol: fuel tank: 45 L.

Diesel: fuel tank: 45 L

Price: RS.6.84 TO 8.76 Lacks.

Area SRN ITEMS Verna City Perceived

SALES MANAGER FINANCE MANAGER H.R. MANAGER SERVICE

CUSTOMER WARRANTY SPARE PART FLOOR WASHING E.D.P.

WARRANTY SPARE PART

Thus satisfaction level is function of difference between perceived performance &

1) If the performance falls short of expectations, the customer is dissatisfied.

Companies seeking to win in today’s markets must track their customers’

Methods of tracking and measuring customer satisfaction

Complaint and suggestions system

A customer cantered organization would make it easy for its customer to

Customer satisfaction surveys

Customer’s satisfaction can be measured in number of ways. It can be

While, collecting customer satisfaction data, it would also be useful to ask

Lost Customer Analysis

When customers rate their satisfaction with an element of the company’s

Occupation Of The Customer

Occupation NO. of respondent Percentage of respondent