A PROJECT REPORT ON

“________A STUDY ON CUSTOMER IMPACT TOWARDS HYUNDAI

AUTOMOBILES”

SUBMITTED BY: YUVRAJ ANUP PUNJABI

ASHOKA CENTER FOR BUSINESS AND COMPUTER STUDIES

TYBBA-V SEMESTER

YEAR:2021-2022

SUBMITTED TO

SAVITRIBAI PHULE PUNE UNIVERSITY,PUNE

IN PARTIAL FULFILMENT OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION

(BBA)

UNDER THE GUIDANCE OF

MANISHA SHIRSATH MAM

(Assistant Professor)
 Ashoka Education Foundation’s

ASHOKA CENTER FOR BUSINESS & COMPUTER STUDIES

Certificate
eee
This is to certify that Mr. / Ms. ___YUVRAJ ANUP PUNJABI__________, Roll No.___,

Class TY BBA

Exam Seat No. _____________ has completed project work satisfactorily in the college for the

semester /Year in the academic year 2021-22.__________

Project Guide Principal

Project Coordinator External Examiner

 DATE-20TH JANUARY ,2022

TO WHOMEVER IT MAY CONCERN

This is to certify that mr. Yuvraj anup panjabi of BBA-(marketing)

Batch 2021-22 of Ashoka centre for business and computer studies (Affiliated to Savitribai Phule

University) has successfully completed his internship which started from 25th December 2021 to 2nd JAN

2022.

The project was undertaken by him in Hyundai Automobiles Pvt Ltd. (Hyundai Car Dealer) Project

Titled as “Customer impact of Hyundai Motors India” The project on evaluation Fulfills all the stated

Criteria and students findings are his original work.

We hereby certify that during his course of internship, we found him sincere and dedicated.

We wish him good luck for his future.

AUTHORIZES SIGNATURE
 DECLARATION

This is to inform that I,_YUVRAJ ANUP PANJABI (Student Name),

student of Ashoka center for Business and Computer studies, has given

the original data and information to the best of my knowledge in the

project titled as “A STUDY ON CUSTOMER IMPACT TOWARDS HYUNDAI

AUTOMOBILES(TITLE of Project)”

I have completed this project under the guidance of Asst. Prof.

MANISHA MAM(Guide’s Name)and that no part of this

information has been used for any other assignment but for the partial

fulfillment of the BBA course that I am pursuing at Ashoka Center

for Business and Computer Studies.

I have prepared this report with my own efforts and I have

gathered all the relevant information personally.

Signature
Student Name
Date:
 ACKNOWLEDGEMENT
“It is not possible to prepare a project report without the assistance and encouragement of other people

. This one is certainly no exception.”

On the very outset of this project

on “A STUDY ON CUSTOMER IMPACT TOWARDS HYUNDAI AUTOMOBILES

(TITLE of Project)”I would like to thank all the personages who have helped me in this project.

Without their active guidance, help, cooperation and encouragement, I would not have made headway

in this project.

First of all I would like to thank SavitribaiPhulePune University for providing me the opportunity

to undertake this project. I would also like to thank our principal Dr. HarshaPatilfor the guidance

provided by her from time to time. No doubt that her contributions for the successive completion

of this project played a vital role.

Also I would like to extend my heartfelt and sincere gratitude to ____________________________________

(Internship Organization Guide), as they have been helping with all the information required

from the organization for the successive completion of the project.

I am extremely thankful and pay my gratitude to my project guide MANISHA MAM

(Project Guide)for her valuable guidance and support on completion of this project in her presence.

I would like to thank all the other staff members from Ashoka Center for Business and

Computer Studies who have directly or indirectly helped me throughout this project.

Signature:
(Student Name)
Date:
 INDEX
PAGE
NO.
SR. NO CHAPTER TITLE

1. INTRODUCTION

1.1 Introduction to the topic

1.2 Objectives of the topic

1.3 Scope of the topic

1.4 Research Methodology

1.5 Limitations

2. ORGANIZATIONAL PROFILE

2.1 Organization profile

2.2 Organization structure

2.3 Product Profile

3 ACTUAL WORKING RELATED TO

TOPIC

4 DATA ANALYSIS AND

INTERPRETATION

5 FINDINGS CONCLUSION

6 SUGGESSIONS AND
RECOMMENDATION

BIBLIOGRAPHY

ANNEXURE
CHAPTER 1- INTRODUCTION
1.1 INTRODUCTION TO THE TOPIC:
Hyundai Motor India Ltd is a wholly owned subsidiary of the Hyundai Motor Company headquartered in
South Korea. It is the second largest automobile manufacturer with 16.2% market share as of February

2019 and US$5.5 billion turn-over in India.

Hyundai Motor India Limited was formed on 6 May 1996 by the Hyundai Motor Company of South Korea.
When Hyundai Motor Company entered the Indian automobile market in 1996 the Hyundai brand was

almost unknown throughout India. During the entry of Hyundai in 1996, there were only five major
automobile manufacturers in India, i.e. Maruti, Hindustan, Premier, Tata and Mahindra. Daewoo had

entered the Indian automobile market with Cielo just three years back while Ford, Opel and Honda had
entered less than a year back.

For more than a decade till Hyundai arrived, Maruti Suzuki had a near monopoly over the passenger cars
segment because Tata Motors and Mahindra & Mahindra were solely utility and commercial vehicle
manufacturers, while Hindustan and Premier both built outdated and uncompetitive products.

1.2 OBJECTIVES OF THE TOPIC:

 To introspect into the satisfaction level of customers with respect to Hyundai motors.
 To find out the satisfaction level of customers about services provided by Hyundai motors.
 To find out why customers preferred Hyundai motors product in that category of other cars.
 The topic has been already given by the company to collect information about current happening
 in the market. It also helps to makes improvements in service and quality of the product. For their long
time existencein the market and getting profit.simultaneously, it was helpful for me to learn
 the channel of distribution and observe the demand of particular products.
1.3 SCOPE OF THE TOPIC:
Company comes to know aabout customers expectations & need for future cars purchases.

The sample size taken for this project is respondents.

Hence, this market study will provide informations to company.

1.5 LIMITATIONS THE STUDY

Time limit since the project work was required to be completed within so short a period, time was a

constraint in conducting study.

The study is only limited upto Jalgaon district only whole world not cover.

The result may shuffle because covid 19 to data ration it may not accurate.

Its was not possible to reach a large number of respodents in a limited period respodents.
 Chapter 2: Profile of the organisation

COMPANY PROFILE

Public (KRX: 005380,

Type
LSE: HYUD)
Founded 1967
Founder(s) Chung Ju-Yung
Headquarters Seoul, South Korea
Area served International
Chung Mong-Koo, Chairman and
Key people
CEO
 Industry Automobile manufacturer
Products Automobiles
Revenue ▲ ₩62.1 billion (2014)[1]
Net income ▲ ₩2.4 billion (2014)[1]
Employees 150,000 (as of March 31, 2014)
Parent Hyundai Kia Automotive Group
Website Hyundai-Motor.com

2.1 Hyundai Motor Company

A Korean: division of the Hyundai Kia Automotive Group, is the world’s fourth largest automaker

in terms of units sold[2] and one of the Big Asian Four (with Toyota, Honda and Nissan).

Headquartered in Seoul, South Korea, 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. The company’s

success is driven by the commitment of approximately 150,000 employees in more than assembly plants,
Hyundai vehicles are sold in 198 countries through some 8,000 dealerships and showrooms worldwide.
 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 Giugiaro of ItalDesign and power train 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 as

"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 1996, Hyundai Motors India Limited was established with a production plant in Irrungattukatoi near
Chennai, India.

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 South Korean won (US$106 million),

with Hyundai Vice Chairman and CEO, Kim Dong-jin, taking over as head of the company.

2.2 Organisation structure

Service options: Delivery

Address: 36/3, PLOT NO. 2,3 &6, AH NO.46,, near Manraj Park, Jalgaon, Maharashtra 425002

Departments: Focus Hyundai Service

Hours:

Closed ⋅ Opens 9:30AM Sat

Phone: 079 4910 6013

 2.3 Product profile

SANTRO Xing

Key Technical Specification and Features

Overall Length (mm) 3,565

Overall Length (mm) 3,565

Overall Width (mm) 1,525

Overall Height (mm) 1,590

Wheelbase (mm) 2,380

Front Track (mm) 1,315

Rear Track (mm) 1,300

Min. Turning Radius (m) 4.4

Seating Capacity 5 Persons

Fuel Tank capacity (litre) 35

Displacement (cc) 1,086

Maximum Power (ps / rpm) 63 / 5,500

Maximum Torque (Kgm / rpm) 9.8 / 3000

Type 5-Speed Manual with overdrive in 4th and 5th

Front Mc Pherson Strut with Coil Spring

Rear Torsion Beam Axle with Coil Spring

Front Ventilated Disc

Rear Self Adjusting Drum

Size 155/70 R13, Tubeless Radial

GRAND I10 NIOS

Key Technical Specification and Features

PRICE – STARTING AT RS 528590/-

ENGINE- 1.2 KAPPA PETROL

1.2 U2 CRDI DIESEL

1.0 GDI TURBO PETROL

1.2 KAPPA BI-FUEL PETROL+CNG

TRANSMISSION AVAILABLE: 5 MT, SMART AUTO AT.

MILAGE : 18.9 TO 25 KMPL

ENGINE: 998 TO 1197CC

SEATING CAPACITY: 5
I20

Key Technical Specification and Features

STARTING PRICE: AT RS 691200/-

ENGINE: 1.2 I KAPPA PETROL

I TURBO GDI PETROL

1.5 I U2 DIESEL

TRANSMISSION AVAILABILE: 5MT,6MT,7DCT,IVT,IMT

MILEAGE: 19.65 TO 25.2 KMPL

ENGINE CAPACITY: 998 TO 1493 CC

SEATIND CAPACITY : 5

I20 NLINE
Key Technical Specification and Features

STARTING AT: 984100/-

ENGINE: 1.0 I TURBO GDI PETROL

TRANSMISSION AVAILABLE: 7DCT, IMT

MILEAGE: 20.25 KMPL

FUEL TYPE: PETROL.

ENGINE: 998CC

SEATING CAPACITY: 5

AURA
Key Technical Specification and Features

STARTING AT: 599900/-

ENGINE: 1.2 I KAPPA PETROL

1.2 I U2 CRDI DIESEL

1.0 I TURBO GDI

1.2 I BI-FUEL PETROL+CNG

TRANSMISSION AVAILABILE: 5MT, SMART AUTO AT

MILEAGE: 21 KMPL

ENGINE CAPACITY: 1197 CC

FUEL TYPE : PETROL

SEATING CAPACITY: 5
VERNA

Key Technical Specification and Features

STARTING AT: 928600/-

ENGINE: 1.5 I MPI PETROL

1.5 I U2 CRDI

1.0 I KAPPA TURBO GDI PETROL

TRANSMISSION AVAILABLE: 6MT, 6AT, 7DCT, IVT

MILEAGE: 25 KMPL
ENGINE CAPACITY: 1493 CC

FUEL TYPE : DIESEL

SEATING CAPACITY: 5

ELENTRA

Key Technical Specification and Features

STARTING AT: 1786100/-

ENGINE: 2.0 I NU PETROL

1.5 I U2 DIESEL

TRANSMISSION AVAILABLE: 6MT, 6AT

ENGINE CAPACITY: 1493 TO 1999 CC

POWER AND TORQUE: 113 TO 150 BHP & 192 TO 250 NM

DRIVE TRAIN: FWD

VENUE
Key Technical Specification and Features

STARTING AT : 699200/-

ENGINE: 1.2 I KAPPA PETROL

I KAPPA TURBO GDI PETROL

1.5 I U2 CRDI DIESEL

TRANSMISSION AVAILABLE: 5MT, 6MT, 7DCT, IMT

MILEAGE: 17.52 TO 23.4 KMPL

ENGINE CAPACITY: 998 TO 1493 CC

FUEL TYPE : PETROL AND DIESEL

SEATING CAPACITY : 5
CRETA

Key Technical Specification and Features

STARTING AT: 1016000

ENGINE: 1.5 I MPI PETROL

1.4 I KAPPA TURBO PETROL GDI

1.5 I U2 CRDI DIESEL

MILEAGE: 17 TO 21 KMPL

ENGINE CAPACITY: 1353 TO 1497 CC

FUEL TYPE: PETROL & DIESEL

SEATING CAPACITY: 5

ALCAZAR

Key Technical Specification and Features

STARTING AT : 1630300/-

ENGINE : 2.0 I MPI PETROL

1.5 I CRDI DIESEL

TRANSMISSION AVAILABLE: 6MT& 6AT

7MT & 7AT

MILEAGE: 14.2 TO 20.4 KMPL

ENGINE CAPACITY: 1493 TO 1999 CC

FUEL TYPE : PETROL & DIESEL

SEATING CAPACITY : 6 & 7

KEY COMPETITORS
Tata Motors

Maruti Suzuki

Ford India

Fiat India

General Motors India

Honda India
CHAPTER 3: ACTUAL WORKING RELATED TO TOPIC

HISTORY OF AUTOMOBILE INDUSTRY

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

by a single inventor. The history of the automobile reflects an evolution that took place worldwide. It is
estimated that over 100,000 patents created the modern automobile. However, we can point to the many

firsts that occurred along the way. Starting with the first theoretical plans for a motor vehicle that had

been drawn up by both Leonardo da Vinci and Isaac Newton

In 1769, the very first self-propelled road vehicle was a military tractor invented by French engineer and
mechanic, Nicolas Joseph Cugnot (1725 - 1804). Cugnot used a steam engine to power his vehicle, built

under his instructions at the Paris Arsenal by mechanic Brezin. It was used by the French Army to haul
artillery at a whopping speed of 2 1/2 mph on only three wheels. The vehicle had to stop every ten to

fifteen minutes to build up steam power. The steam engine and boiler were separate from the rest of the
vehicle and placed in the front (see engraving above). The following year (1770), Cugnot built a steam-
powered tricycle that carried four passengers.

In 1771, Cugnot drove one of his road vehicles into a stone wall, making Cugnot the first person to get

into a motor vehicle accident. This was the beginning of bad luck for the inventor. After one of Cugnot's
patrons died and the other was exiled, the money for Cugnot's road vehicle experiments ended.

1880's & early 1900's

• About hundred years ago

-The first motor car was imported

-Import duty on vehicles was introduced.

-Indian Great Royal Road (Predecessor of the Grand Trunk Road) was conceived.

• First car brought in India by a princely ruler in 1898.

• Simpson & Co established in 1840.

-They were the first to build a steam car and a steam bus, to attempt motor car manufacture, to build and
operate petrol driven passenger service and to import American Chassis in India.

• Railways first came to India in 1850's

• In 1865 Col. Rookes Crompton introduced public transport wagons strapped to and pulled by

imported steam road rollers called streamers. The maximum speed of these buses was 33 kms/hr.

• From 1888 Motors Spirit attracted a substantial import duty.

• In 1919 at the end of the war, a large number of military vehicles came on the roads.

• In 1928 assembly of CKD Trucks and Cars was started by the wholly owned Indian subsidiary of
American General Motors in Bombay and in 1930-31 by Canadian Ford Motors in Madras, Bombay and
Calcutta In 1935 the proposals of Sir M Visvesvaraya to set up an Automobile Industry were disallowed.

• 1942 Hindustan Motors Ltd incorporated and their first vehicle was made in 1950.

• In 1944 Premier Automobiles Ltd incorporated and in 1947 their first vehicle was produced.

• In 1947 the Government of Bombay accepted a scheme of Bajaj Auto to replace the cycle

rickshaw by the auto and assembly started in a couple of years under a license from Piaggio.

Manufacturing Programme for the auto and scooter was submitted in 1953 to the Tariff Commission and
approved by the Government in 1959.

• In 1953 the Government decreed that only firms having a manufacturing programme should be
allowed to operate and mere assemblers of imported CKD units be asked to terminate operations in three
years.

• Only seven firms namely Hindustan Motors Limited, Automobile Products of India Limited,
Ashok Leyland Limited, Standard Motors Products of India Limited., Premier Automobiles Limited,
Mahindra & Mahindra and TELCO received approval. M&M was manufacturing jeeps. Few more

companies came up later.

• Government continued with its protectionism policies towards the industry.

• In 1956, Bajaj Tempo Ltd entered the Indian market with a programme of manufacturing

Commercial Vehicles, and Simpson for making engines.

1960's

• In sixties 2 and 3 Wheeler segment established a foothold in the industry.

• Escorts and Ideal Jawa entered the field in the beginning of sixties.

• Association of Indian Automobile Manufacturers formally established in 1960.

• Standard Motors Products of India Ltd. moved over to the manufacture of Light Commercial

Vehicles in 1965.

1970's

• Major factors affecting the industry's structure were the implementation of MRTP Act, FERA and

Oil Shocks of 1973 and 1979.

• During this decade there was not much change in the four wheeler industry except the entry of

Sipani Automobiles in the small car market.

• Oil Shock of 1973 quickened the process of dieselization of the Commercial Vehicle segment.

• Three other companies, namely, Kirloskar Ghatge Patil Auto Ltd, Indian Automotive Ltd and Sen
& Pandit Engg products Ltd entered the market during 1971-75. They ultimately withdrew in early

eighties.

• During the seventies the economy was in bad shape. This and many specific problems affected the
Automobile Industry adversely.

1980's –

The period of liberalized policy and intense competition

• First phase of liberalisation announced.

• Unfair practices of monopoly, oligopoly etc slowly disappeared.

• Liberalisation of the protectionism policies of the Government.

• Lots of new Foreign Collaborations came up in the eighties. Many companies went in for

Japanese collaborations.

• Hindustan Motors Ltd. in collaboration with Isuzu of Japan introduced the Isuzu truck in early eighties.

• ALL entered into collaboration with Leyland Vehicles Ltd. for development of integral buses and

with Hino Motors of Japan for the manufacture of W Series of Engines.

• TELCO after the expiry of its contract with Daimler Benz, indigenously improved the same Benz
model and introduced it in the market.

• Government approved four new firms in the LCV market, namely, DCM, Eicher, Swaraj and

Allwyn. They had collaborations with Japanese companies namely, Toyota, Mitsubishi, Mazda and

Nissan respectively.

• In 1983 Maruti Udyog Ltd was started in collaboration with Suzuki, a Japanese firm.
• Other three Car manufacturers namely, Hindustan Motors Ltd., Premier Automobiles Ltd.,

Standard Motor Production of India Ltd. also introduced new models in the market.

• At the time there were five Passenger Car manufacturers in India - Maruti Udyog Ltd., Hindustan
Motors Ltd., Premier Automobiles Ltd., Standard Motor Production of India Ltd. and Sipani Automobiles.

• Ashok Leyland Ltd. and TELCO were strong players in the Commercial Vehicles sector.

• In 1983-84 Bajaj Tempo Ltd. entered into a collaboration with Daimler-Benz of Germany for
manufacture of LCVs.

• Important policy changes like relaxation in MRTP and FERA, delicensing of some ancillary

products, broad banding of the products, modifications in licensing policy, concessions to private sector

(both Indian and Foreign) and foreign collaboration policy etc. resulted in higher growth / better

performance of the industry than in the earlier decades.

1990's

• Mass Emission Norms were introduced for in 1991 for Petrol Vehicles and in 1992 for Diesel
Vehicles.

• In 1991 new Industrial Policy was announced. It was the death of the License Raj and the

Automobile Industry was allowed to expand.

• Further tightening of Emission norms was done in 1996.

• In 1997 National Highway Policy has been announced which will have a positive impact on the
Automobile Industry.
• The Indian Automobile market in general and Passenger Cars in particular have witnessed
liberalisation. Many multinationals like Daewoo, Peugeot, General Motors, Mercedes-Benz, Honda,

Hyundai, Toyota, Volvo and Fiat entered the market.

• Various companies are coming up with state-of-art models of vehicles.

• TELCO has diversified in Passenger Car segment with Indica.

Preview of Automobile Industry

The automobile industry, one of the core sectors, has undergone metamorphosis with the advent of new
business and manufacturing practices in the light of liberalization and globalization. The sector seems to

be optimistic of posting strong sales in the next couple of years in view of a reasonable surge in demand.

The Indian automobile market is gearing towards having international standards to meet the needs of the
global automobile giants and become a global hub. Players are strategizing to consolidate their position

and gradually increase market penetration with the launch of new models, targeting different segments.

Since the sector is price driven, huge

investment is envisaged to remain competitive through cost advantage, for which indigenization is highly
important. The product becomes dearer if it is manufactured using imported parts. IT in the automobile

sector plays a crucial role.. Some players are working towards development of efficient production

systems that control the entire production process with high precision and accuracy. Such systems

working on real time operating systems allow efficient control of different parts of manufacturing and
production. It is essential to leverage skills of different engineering disciplines to build these kinds of
integrated systems.
1:4 Automobile industry – Wheels of Change

India had its date with this wonderful vehicle first time in 1898. Then for the next fifty years, cars were
imported to satisfy domestic demand. Between 1910 and 20's the automobile industry made a humble
beginning by setting up assembly plants in Mumbai, Calcutta and Chennai. The import/assembly of

vehicles grew consistently after the 1920's, crossing the 30,000 mark in 1930. In 1946,

Premier Automobile Ltd

(PAL) earned the distinction of manufacturing the first car in the country by assembling 'Dodge DeSoto'

and 'Plymouth' cars at its Kurla plant. Hindustan Motors (HM), which started as a manufacturer of auto
components graduated to manufacture cars in 1949. Thanks to the Licence Raj which restricted foreign
competitors to enter the Indian car market, Indian roads were ruled by Ambassador Car from Hindustan
Motors and the Fiat from Premier Auto Ltd. for many of the initial years.

Apart from strong economic growth in all sectors, low interest rate regime, normal monsoon, continued
infrastructure investment, fiscal measures like cut in excise duty (in case of cars), etc provided impetus

for the growth. The year also saw a sharp 56% rise in export volumes with all the sectors registering

more than 40% growth, signalling the

rising international competitiveness of the industry.

Profitability improvements were recorded in companies across segments driven by rise in volumes and

lower interest costs to some extent, notwithstanding the rise in prices of certain inputs like steel.

Though the peak customs duty had been reduced to 20% in January 2004 and Special Additional Duty

was abolished, the domestic industry still enjoys adequate protection, with no import threats.
The potential borne by the industry is well exhibited by the growing number of international players

setting up base in India and increasing

competitiveness in the industry.

Many companies have entered the car manufacturing sector, to tap the middle and premium end of car
industry.

Auto policy of the Government of India

VISION

To establish a globally competitive automotive industry in India and to double its contribution to the

economy by 2010.

POLICY OBJECTIVES

This policy aims to promote integrated, phased, enduring and self-sustained growth of the

Indian automotive industry. The objectives are to:-

• Exalt the sector as a lever of industrial growth and employment and to achieve a high degree

of value addition in the country;

• Promote a globally competitive automotive industry and emerge as a global source for auto
components;

• Establish an international hub for manufacturing small, affordable passenger cars and a key
center for manufacturing Tractors and Two-wheelers in the world;

• Ensure a balanced transition to open trade at a minimal risk to the Indian economy and

local industry;

• Conduce incessant modernization of the industry and facilitate indigenous design, research and
development;

• Steer India's software industry into automotive technology;

• Assist development of vehicles propelled by alternate energy sources;

• Development of domestic safety and environmental standards at par with international standards.

SIAM welcomed the announcement of Auto Policy, and feels that the policy would serve as a reference
document for all stake holders and other interested parties.

The Auto Policy has spelt out the direction of growth for the auto sector in India and addresses most

concerns of the automobile sector, including-

Promotion of R&D in the automotive sector to ensure continuous technology

• upgradation, building better designing capacities to remain competitive;

• Impetus to Alternative Fuel Vehicles through appropriate long term fiscal structure to facilitate

their acceptance;

• Emphasis on low emission fuel auto technologies and availability of appropriate auto fuels

and

encouragement to construction of safer bus/truck bodies - subjecting unorganised sector also to

16% excise duty on body building activity as in case of OEMs

The policy has rightly recognised the need for modernising the parc profile of vehicles to arrest

degradation of air quality. The terminal life policy for commercial vehicles and move toward

international taxing policies linked to age of vehicles, are steps in the right direction.

SIAM has always been advocating encouragement of value addition within the country against mere

trading activity. However, this aspect has not been fully addressed. The Auto Policy allows automatic
approval for foreign equity investment upto 100% in the automotive sector and does not lay down any
minimum investment criteria.

The recommendation of promoting passenger cars of length upto 3.8 meters through excise benefits is

not in line with the free market concept and may lead to market distortion.

However, with the Auto Policy in place, the automotive industry would get further fillip to become

vibrant and globally competitive. The industry would get the required support from other Ministries and
departments of Government of India in achieving the goals laid down in the auto policy.,

INDIAN AUTOMOBILE INDUSTRY

An Indian car as one which has been conceived and designed in India, has at least
85% of its components 'Made in India', by an Indian company. The Indian passenger car
industry as we see today is relatively recent in origins. Except the ubiquitous Ambassador
and the Premier Padmini there was not much moving around with an Indian tag.
Starting with the official one, i.e. Maruti, the company, since its inception has
changed the automobile scene in India completely. It's has been the number one
manufacturer, churning out close to 300,000 cars last year. At last count it held a 64% market
share in the passenger car market with four out of every five cars . on Indian roads being
Marutis. Every year it rakes in multi-billion rupee profits, and, yet the company is nothing
more than Suzuki India Ltd.
Telco is a completely Indian carmaker with no major foreign collaborations. Their
Indica was much touted as 'The Indian car', but it was styled by I.D.E.A of Italy. The engine
technology had inputs from 'Moteur Modern' of France. In effect it was the case of an Italian
body being wrapped around Indian mechanicals. Frankly I would have preferred an Indian
body wrapping an Indian platform.
India is also the largest manufacturer of agricultural tractors, motor scooters and the
world's fifth largest commercial vehicle manufacturer. Each of these sectors experienced
rapid growth during the last three years Demand in these sectors is driven by industrial,
individual and agricultural consumers respectively. The increases have resulted from
improved overall economic trends in India including large doses of foreign investment a more
liberalized economy and higher productivity.
The fortune of the Auto component industry is inextricably linked with that of the
automobile industry which in turn is influenced by the general economic trends of the country
the country's economic growth is projected to grow at more than six percent per annum in the
coming years. The estimated growth will automatically emphasize the need for better
transport infrastructure facilities. This means demand for automobiles and hence for auto
components, is bound to grow accordingly. Therefore, good growth prospects are assured for
the automobile industry.
World-wide, cars are segmented on the basis of their size. However, in India, price is the main factor
determining the choice of car. Hence, cars are segmented on the basis of price into three segments :

Price Approximate
Features of
Segment Range Main Models Market Share of
the segment
(Rs. ‘000) the Segment
M-800, Omni,
Price, Fuel
Economy < 250 Uno, 46.9%
Efficiency
Ambassador
Zen, Uno, 118-
NE,Ambassador Price,
1800 ISZ, Performance,
Medium 250-500 43.1%
Contessa, Diesel
Indica, Santro, Option
Matiz
Lancer, Esteem,
Status Value,
500 & Cielo, Accent,
Premium Performance, 10.1%
above City, Opel
Features.
Astra, Ikon
Sources : various sources

By international standards however, the Indian car volumes remain small at just over 1% of
the world market with penetration rates of approximately 3.7 cars per thousand people as
against 24 in Thailand, 144 in Malaysia, 204 in Poland and 90 in Brazil. Cars currently
constitute approximately 12% of the total stock of personal vehicles in India.
 Opportunities for the Automobile Industry

Global automobile companies are setting up manufacturing facilities in India. Also,

many Indian automobile manufacturers have announced their plans to increase the export of
vehicles from India. The year 2002-03 has already seen a significant 65% increase in export
volumes during the period April to March. This trend is expected to continue with more
global OEMs sourcing vehicles from their Indian plants.
Additionally, the introduction of newer technologies such as Electronic Diesel
Control Systems to reduce emission levels, safety devices such as Air Bags, Anti-lock
Braking Systems, etc. augur well for the Company and the automotive sector as a whole.
These technologies not only offer increased safety for drivers and passengers, but also result
in greater comfort and better drivability.
While there exist many opportunities for growth in business, there are also quite a few
factors, which act as an impediment.
In my last year’s speech I mentioned about the need for a well thought out and clearly
defined policy on emission norms. It is now fairly certain that Bharat Stage II norms
(equivalent of Euro II norms) will be implemented countrywide starting 2005. It is important
that this plan is implemented in time in the interest of a cleaner environment. Technology is
available to meet the advanced emission norms using gasoline and diesel fuel; Bosch and
many other companies have proved this worldwide. There is no need for the authorities to
specify the type of technical solution required for this purpose as long as the end objectives
are met.
The spurious and reconditioned goods market, which I also dealt with in detail in my
speech last year, continues to be a worrying factor as it directly affects our market share. The
Company on its part has intensified the anti-spurious operations by conducting several raids
across the country with the help of local regulatory authorities. Large quantities of spurious
and fake products have been seized and legal action has been taken against those indulging in
such activities. The Company believes that continued focus and concerted action against
spurious activities would improve safety and fuel efficiency of the vehicles and at the same
time help in expanding our market share in the Aftermarket. The Company is also
continuously educating the users about the benefits of using genuine spares in place of
spurious and reconditioned spares.
The lack of any significant change in the labor law reforms also continues to be a
matter of concern. It is essential that legal reforms be put in place at the earliest to provide
more flexibility in manufacturing operations and enable the industry to quickly adjust the
work force in line with fluctuating market conditions.

Challenges for the Indian automobile industry

As we move into the new millennium, the Indian Automobile Industry faces some
tremendous opportunities and also great challenges. The growth in automobile sales has been
impressive for the past ten years since liberalization began. However, with liberalization, the
Indian customer has been presented with a wide range of choices in automobiles, to suit every
requirement and budget. The market has turned into a buyers market where the customer is
being wooed by the manufacturers and the dealers with a range of freebies unheard of before
in India. Financing has become so easy that an automobile is within every aspirant's reach.
The industry must focus its R&D efforts in line with the global trends, which is to
build vehicles that are considerably more fuel efficient and less polluting. With growing
awareness among the public about pollution and the effective campaigns carried out by the
NGO's, this will increasingly become an important selling feature. It was surprising to see
how the industry kept stalling the introduction of pollution norms for vehicles on the pretext
that they needed more time to get the technology. Even Maruti despite its foreign affiliation
was caught off guard when the Supreme Court finally ruled that all new vehicles should
strictly adhere to the Euro II norms.
The inadequacy of road infrastructure in India is well known. This is compounded by
the fact that traffic management is very poor or non-existent and the drivers are mostly ill
trained and in disciplined. As more vehicles come on the road, this will become a major
bottleneck. The industry will need take initiatives firstly to train all drivers in safe driving and
proper road discipline and manners. They will also need to assist government agencies in
better road design and in building of multilevel parking lots. Training of police personnel in
better traffic management and advising them on better equipping themselves to deal with
various problems will also have to be done.
 In terms of the world averages, India's vehicle density is very low and if we have to
achieve those density levels, the industry can look forward to a bright future. However in the
industry's interest care must be taken to see that we also achieve the safety and convenience
levels of using automobiles.

RESEARCH SCOPE

The market survey was conducted on CUSTOMER SATISFACTION in Delhi, NCR &
Meerut region, with reference to Das automobiles.
This study was done in Delhi NCR & Meerut region.

Study aims at relationship between Company employees and customers.

The survey covers a wide range of activities and factors, which influence the customer to
purchase the HYUNDAI product.
The validity of the findings of this survey is limited to the period which the field survey was
conducted i.e., in June and July.
Therefore, I would say that my first day in the market was more of observing
the environment around me than getting into action. It gave me real sense and feeling
of market and it gave me a practical knowledge of real things happening in the
market.
 REASON FOR SELECTING THIS TOPIC

The topic has been already given by the company to collect information about current
happening in the market. It also helps to makes improvements in service and quality of the
product, for their long time existence in the market and getting profit.
Simultaneously, it is also helpful for me to learn the customer satisfaction and demand of
particular products.

IMPORTANCE AND RELEVANCE OF THE STUDY

This is very important for a student of MBA. This business administration course is not
answer of all problems which arise in practical field. There is no certain formula for any
particular problem but the aim of this study is to develop the decision making. Right decision
at right time itself helps an organization to run smoothly.
The training in any organization gives us an idea of different marketing activities and main
emphasis is given on “Customer Satisfaction” aspect and also it is how business is taken
tactfully when any problem comes to an executive, so the problem solving, right decision
making and knowledge of different types of marketing activities are of much importance to
this study.
 RESEARCH DESIGN

Research Design specifies the methods and procedures for conducting a particular study. A
Research Design is the arrangement of conditions for collection and analysis of the data in a
manner that aims to combine relevance to the research purpose with economy in procedure.
Research Design is broadly classified into three types as

 Exploratory Research Design

 Descriptive Research Design

 Hypothesis testing Research Design

On the basis of the objective of study, the studies which are concerned with describing the
character tics of a particular individual, or of a group of individual under study comes
under Descriptive Research Design.

Descriptive Research Design: In this research design the objective of study is clearly
defined and has accurate method of measurement with a clear cut definition of population
which is to be studied.

Formulating the research problem

Two steps are involved in formulating the research problem:

 Understanding the problem

 Rephrasing the problem into meaningful terms from an analytical point of view.

The training sessions are conducted in the beginning of training in order to

make us clear about the task provided and how to handle the different situations.

PREPARING THE RESEARCH DESIGN

The research design is developed to collect the relevant information with minimum of
efforts, time and money.

 Marketing Research Objectives:

 To undertake a prior market study before doing owns research.

 To make an analysis on the basis of the results.

 Type of Study: Descriptive.

 Research Area: Meerut.

 Source of Information: Primary Data.

 Data Collection Instrument: Questionnaires & Personal Interview.

 Research Approach: Survey Method.

SAMPLING DESIGN

A Sample Design is a definite plan for obtaining a sample from a given population. It refers t
the technique r the procedure adopted in selecting items for the sample. The main constitution
of the sampling design is as below-
1. Sampling Unit

2. Sample Size

3. Sampling Procedure

SAMPLING UNIT

A sampling framework i.e. developed for the target population that will be sampled i.e. who
is to be surveyed.
 Consumers

SAMPLE SIZE

It is the substantial portion of the target population that are sampled to achieve reliable
results.
100-------CORPORATE HOUSES/ RESPONDENT/CUSTOMER
 SAMPLING PROCEDURE
The procedure to choose the respondents to obtain a representative sample, a non-probability
sampling technique is applied for the target – market.

Non-Probability Sampling

It is a purposive sampling which deliberately chooses the particular units of the universe for
constituting a sample on the basis that the small mass that they so select out of a huge one
will be typical or representative of the whole.

Judgment sampling: To select population members who are good prospects for accurate
information?

DATA COLLECTION

The data collection process is the predefined task that I have to undergo. The data collection
process starts right from the first day till the final day on the field. During the whole period a
list of different retailers scattered around whole of the South Delhi gets visited on the regular
basis. The main task is to analyze the CUSTOMER SATISFACTION, market potential, study
of the market share of the company and analyzing the competitor’s strategies.

The survey process is not complete without consulting the Distributor &
Retailers. The distributors are the key nodes that make the chain moving effectively. So the
response made by them is also an essential criterion to involved and reaching for certain
decisions.

There are several ways of collecting appropriate data that differ considerably
in the context of money costs, time, and other resources at the disposal of the researcher. The
tools used for data collection are as:

PRIMARY DATA

The primary data are those data, which are collected afresh and for the first time. And happen
to be original in character. The primary data to be collected for the study are-
 Questionnaire – A set of questionnaire is prepared for the cause of collecting
different information related to the pre-determined objectives. The
questionnaire prepared is in two forms & targeted towards the doctors and
chemists differently. The format of questionnaire is structured and non-
disguised.
 Direct Personal Interview – Under this method of collecting data there is face-
to-face context with the person from whom the information is obtained. The
data collected are from the respective selected doctors and chemists visited
regularly. The pattern used is Structured and Indirect Interview.
 SECONDARY DATA

Secondary data means data that are already available i.e., they refer the data, which
have already been collected and analyzed by someone else. When the researcher utilizes
secondary data, then he has to look into various sources from where he can obtain them, IN
this case he is certainly not confronted with the problems that are usually associated with the
collection of original data. Secondary data may either be published data or unpublished data.
Usually published data are available in:

 Various publications of the central, state and local governments;

 Various publications of foreign government or of international bodies and their

subsidiary organization;
 Technical and trade journals:

 Books, magazines and newspapers;

 Reports and publications of various associations connected with business and

industry, banks, stock, exchanges etc.;
 Reports prepared by research scholars, universities, economists etc. In different
fields, and
 Public records and statistics, historical documents, and other sources of published
information. The sources of unpublished data are many; they may be found in diaries,
letters, unpublished biographies and autobiographies and also may be available with
scholars and research workers, trade associations, labor bureaus and other
public/private individuals and organizations.
 CHAPTER : 4 DATA ANALYSIS AND INTERPRETATION

 October 2021 global sales totaled 307,039 units, a decrease of 20.7% Y/y

 · Sales outside of Korea declined 22.5% to 249,226 units
 · Sales in Korea were down 12% to 57,813 units
 · Hyundai will make every effort to recover its sales by strengthening the growth of IONIQ 5 EV
 and the Genesis luxury brand lineup

SEOUL, Nov. 1, 2021 – Hyundai Motor Company today announced global sales results for
October 2021. The company sold 307,039 units globally last month, a decrease of 20.7% from a year
earlier.

The company sold 249,226 units outside of Korea, down 22.5% from a year earlier. Sales in Korea
decreased 12% Y/y to 57,813 units.

The overall decrease mainly resulted from disruption in the semiconductor part supply around the globe
and the impact caused by COVID-19.

Despite the challenging business environment, Hyundai will continue to manage the risk through
flexible adjustment of its production plans in line with inventory status. Moreover, the company
will make every effort to recover its sales by strengthening the growth of IONIQ 5 BEV and the Genesis
luxury brand lineup.

Sales Results (Units)

* Monthly sales figures provided in this press release are unaudited and on a preliminary basis.

1. Sales in Korea is based on retail sales while overseas sales (global sales excluding Korea) is based on
wholesales.

2. Sales results include entire sedan, SUV and CUV models produced by Hyundai Motor.

About Hyundai Motor Company

Established in 1967, Hyundai Motor Company is present in over 200 countries with more than 120,000
employees dedicated to tackling real-world mobility challenges around the globe.
Based on the brand vision ‘Progress for Humanity,' Hyundai Motor is accelerating its transformation into a
Smart Mobility Solution Provider.
The company invests in advanced technologies such as robotics and Urban Air Mobility (UAM) to bring
about revolutionary mobility solutions, while pursuing open innovation to introduce future mobility services. 
In pursuit of sustainable future for the world, Hyundai will continue its efforts to introduce zero emission
vehicles equipped with industry-leading hydrogen fuel cell and EV technologies.

 Exports to global markets stood at 6,535 units

- Reports 34 per cent drop in Y-o-Y sales

Hyundai Motor India has revealed the sales figures for October 2021. The carmaker logged total
cumulative sales of 43,556 units in the previous month. Out of the total sales, the carmaker sold 37,021
vehicles in the domestic market while 6,535 units were exported to the international markets.
On a yearly scale, domestic sales slumped by over 34 per cent. 
Hyundai India has stated that the global semi-conductor supply constraint has affected vehicle
production resulting in low dispatches in October 2021. Talking about the exports, the numbers
dropped from 12,230 units to just 6,535 units, thereby reporting a 46 per cent decline. 

In the latest 2021 edition of the CarWale Trackday, we took the Hyundai i20 1.0 Turbo DCT to
the racetrack to put it through its paces. How did it fare? 

Hyundai is also offering attractive discount offers of up to Rs 50,000 on the Grand i10

Nios, Aura, Santro, and the i20. To know all the model-wise offers for November 2021, 

Hyundai Motor India’s domestic sales figure touched the 37,021-unit mark in October 2021,
which translates to a 35 per cent YoY sales decline

Hyundai has announced its wholesale figures for October 2021 in the Indian market. The
manufacturer managed to sell a total of 37,021 vehicles in our country last month. This is a
massive 35 per cent sales drop on a Year-on-Year basis, with 56,605 units sold back in October
2020.

In September 2021, the carmaker had sold just 33,087 vehicles in our market, which results in a
nearly 12 per cent sales growth on a Month-on-Month basis in October 2021. Also, Hyundai’s
market share has dropped by 2.7 per cent, from 17.6 per cent in October 2020 down to 15.0 per
cent last month.

The global semiconductor shortage was perhaps the biggest reason for the South Korean
manufacturer’s underwhelming performance in the Indian market. Due to parts shortage,
Hyundai had to limit the production of vehicles, which has also created a backlog of pending
orders. Similar problems are also being faced by other automakers, not just in India, but around
the globe.

Hyundai launched two new models in India this year – Alcazar and i20 N Line. The former is a
long-wheelbase/three-row version of the Creta SUV, while the latter is a performance version of
the i20 hatchback. Although the anticipation for both was quite high, these new vehicles did not
help the manufacturer post high sales numbers.

As for Hyundai’s best-selling model – Creta – the waiting period continues to increase as orders
keep piling up, reaching up to 10 months in select cities across India! The manufacturer had
previously revealed that the demand for the Creta in India is about three times the production
capacity. With production limitations in recent times, the strong demand has caused the number
of pending orders to further increase.

Hyundai is planning to introduce a brand-new MPV in the Indian market, likely some time
during the next year. This upcoming MPV will share its underpinnings and powertrain options
with Kia’s forthcoming MPV (codenamed KY), which is slated to launch in early-2022. Also,
the Creta facelift is slated to be unveiled this month at the 2021 GIIAS, and the updated SUV is
expected to arrive in India in late-2022 or early-2023.
CHAPTER 5: FINDINGS CONCLUSION
FINDINGS

1) Firm wants to know that customer are satisfied or not about the company product and
2) according
3) to Questionnaires Company know that more of people satisfy from the company’s product.

2) The satisfaction level towards the Hyundai cars shows that around 80% (12 in numbers) of the
customers are satisfied

3) The customers who are using Hyundai cars are satisfied with the service of Hyundai car i.e. 87%

of the total.

4) Firm uses company brochures, leaflets, and people adequate for giving the knowledge about the
Hyundai Vehicle's product.

5) Here is a question that does customer satisfy with guarantee and warranty with the product? And

firm knew that more than 95% customers are satisfy with the guarantee and warrantee of the product.

6) It is very necessary that customers know about the new product and services from time to time.

7) From where customer go for service and according to survey many customers go to authorized

service station and they also want to purchase spare parts from authorized service station because they are
satisfy with the service of authorized service station.

8) Hyundai cars were mostly liked by corporate employees.

 CONCLUSION

The customer information under the study covered 100 corporate houses/respondents/ customers, who

brought cars between June2021 and August2021 in Meerut, Delhi & NCR..

Hyundai has second largest share and has the second largest number of vehicles on the Indian Roads.

It means that great effort and sound planning is required to keep vehicle problems to the minimum..

I observe that there is a great demand of skilled & talented employees. There must be a procedure to

make the customer aware about different product of the company which is suitable for him. Hyundai has

done quiet well regarding customer satisfaction. Hyundai share is the First Top among higher income
corporate customer According to corporate information, high level employees mostly like luxury cars

Accent, Sonata, Elentra. Etc. and lower level employees preferring Hyundai santro, Hyundai-i10 ,& i20.

Lastly, I must say that this training was very knowledgeable & interesting for me.

CHAPTER 6: SUGGESSIONS AND RECOMMENDATION

 SUGGESSIONS

1. MILEAGE: The company is not consistent as for the mileage is concerned. Some of the
2. people
3. are quite satisfied while some are not at all satisfied, extensive communication is thus
4. needed to overcome this problem.

2. PICK UP: Hyundai Santro engine car is very poor especially while the A/C is on.

The improvement on the technical aspects should be performed.

4. COST OF SPARE PARTS: The spares Parts of Hyundai are more expensive as compared
5. to the competitor’s. People are not too much aware of the outlets. An effective advertising
6. in this respect is needed.
COMMUNICATION: Communication improves customers and dealer relation & interaction.
Ineffective communication is creating a big too gap between the customers and the company.
5. Thus it must be improved.
6. ADVERTISING: The advertising policy of the company is not very good.
7. So that improvement should be done to build brand image.
These are the suggestions which throws light on the weaknesses of the company and where the
company needs to give attention .The marketing department needs to give more attention and
position the car again. So that the customer loyalty towards the company can be ascertained.

RECOMMENDATIONS
 This project may not fulfill all the expectations of the reader because it faced certain limitations

which are as follows:

1) In so many cases the respondents may be biased, this is a frequently occurring error in market research.
Adequate sale guards have been provided for the same so as to minimize such errors.

2) The information provided by the various corporate offices are limited, subject to the information
revealed ..so many points may be Missing.

3) This study was continued from Meerut to Delhi city with comparatively high living

standard in summer scorching heat & busy road. Hence care must be taken while applying these

results to other cities.

4) The details of the recommended pattern of the corporate customer behaviour have not been
5) worked out.

5) customers ware not willing Answers properly

6) corporate customer were too busy in his work they were very difficult to be contacted.
 ANNEXURE

DEMOGRAPHIC INFORMATION

Q1.What is your age?

…….Years

Q2.For how many years have you been driving?

…….Years

Q3. What is your occupation?

……………………………………………..

Q4.Which of the following groups' best describes your household's total monthly income?

Rs.10, 000 or less…………………………..

Rs.10, 001-30,000………………………….

Rs.30, 001-50,000………………………….

Rs.50, 001 or more………………………….

CUSTOMER CONTACT INFORMATION

Name of the Customer:

Designation

Contact Details:

a) Village

b) District

c) State

Customers Signature

d) Pin no.

e) Phone no.

f) Mobile

Name of the Representatives

Remarks, if any

Representatives Signature

Q1.Personal Information

Name :

Address :
Gender: Occupation
:

Age

a. 20-24 [ ] b. 24-30 [ ]

c. 30-40 [ ] d. Above 40 [ ]

Income (per month)

a. 15000-20000 [ ] b. 20000-30000 [ ]

d. 30000-50000 [ ] d. Above 50000 [ ]

Q2.What kind of vehicle/ four wheeler you are currently using

a. Hyundai Santro [ ]

b. Hyundai Getz [ ]

c. Hyundai Accent [ ]

d. Hyundai-i10 [ ]

e. Hyundai-i20 [ ]

Q3. Which cars you owe?

Hyundai Santro [
a.

] b. Hyundai Getz [ ]

b. Hyundai Accent [ ] d. Hyundai elentra [ ]

e. Hyundai Sonata [ ] f. Hyundai Tuscan [ ]

g. Hyundai-i10 [ ] h. Hyundai-i20 [ ]

Q4. How did you come to know about the vehicle you on owing?

a. Family [ ] b. Friends [ ]

c. Office [ ] d. T.V. [ ]

e. Newspapers [ ] f. Magazines [ ]

Q5. What according to you are the factors that influence a purchase decision?

a. Exterior style [ ] b. Comfort [ ]

c. Safety [ ] d. Price [ ]

e. Mileage [ ] f. Pickup [ ]

g. Technology[ ] h. Powerful Engine [ ]

 i. Interiors [ ] j. Brand Name [ ]

Q6. How long you have been using the vehicle

a. More than three years [ ]

b. Two to three years [ ]

c. One to two years [ ]

d. Less than one years [ ]

Q7. Any area of dissatisfaction with your car

a. Exterior style [ ] b. Interior [ ]

c. Mileage [ ] d. Pickup [ ]

e. Safety [ ] f. Engine problem [ ]

Q8. How much you satisfied with the services of Hyundai service stations? (Not for non
users )

a. Highly Satisfied [ ]

b. Some what satisfied [ ]

c. Can’t say [ ]

d. Some what dissatisfied [ ]

e. High Dissatisfied [ ]
BIBLIOGRAPHY

 Marketing Research (Author- G C Beri)

(Publish by Tata McGraw Hill Publishing Co. LTD., New Delhi) Third Edition (2002)

 Marketing Management (Author- Rajan Sexana)

(Publish by Tata McGraw Hill Publishing Co. LTD, New Delhi) Second Edition (2001)

 Marketing Management (Author- R S Sexana) (Publish by Himalaya Publication, New

Delhi) Ninth Edition (2000)

 Marketing Management (Author- Philip Kotler)

(Publish by Pren Tice-hall of India PVT. LTD., New Delhi) Ninth Edition (2002)

 Research Methodology (Author- Bhandrai) Print 2004, second edition

WEB SITES:

www.Hyundai.com

www.indiancar.com

www.google.co.in