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The introduction of the project is very essential for research purpose. First we study the demography of customers of Hyundai motors in Nanded region. The Demography of customers is the overall study of customers related to age, sex, occupation and income. This study helps to know the prospective customers. Further 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.

REASON FOR CHOOSING THIS INDUSTRY: The automobile sector is very booming sector. There are lots of competitors in this industry. There is always modifications, innovations and new technology used in automobile industry. REASON FOR CHOOSING THIS COMPANY: The reason behind choosing this company for doing summer project is that, I thought It will be helpful for my career in automobile sector. I have chosen this company to get the full knowledge about the demography, satisfaction and prospective customers. Hyundai motor is the South Koreas largest & Indias largest exporter of cars. Hyundai cars have its own brand image in the heart of the customers. Page11

Todays Hyundai Motors is concentrating on customer satisfaction through high quality, high utility and high technology products. Hyundai Motors India Limited (HMIL) sales cars through their showrooms and authorized dealers. Jaya Hyundai is one of the authorized dealers of the Hyundai motors which look after the sales and services of four districts namely Nanded, Parbhani, Hingoli and Latur. With the help of this project, I will make it possible to expose myself to the corporate world and learn the practical knowledge related to my topic and customer feedback about the Hyundai cars.


Jaya Hyundai is located near the Reliance petrol pump, Latur phata, Nanded. For doing the project the location given to me is the Nanded region where I meet different prospects at different location.


The research objective is to find out the demography of customers & customer satisfaction level of Hyundai motors in Nanded region, customer feedback and personal customer visit which involves feedback of customers. The customer requirement & finding new customer for my project & I also took their the project, there are many things to learn in the process& the market knowledge & concrete finding new segment for my products. My project is to study the demography of customers & customer satisfaction level of Hyundai motors in Nanded region. The demography study concludes that Page11

customers are graduates, middle aged &

high income group people. The other part

concludes that customers are highly satisfied with the quality, interiors, safety and minimum maintenance & repairing.


Chung Ju-Yung founded the Hyundai Engineering and Construction Company in 1947. Hyundai Motor Company was later established in 1967. The companys first model, the Cortina, was released in cooperation with Ford Motor Company in 1968. In 1975, the Pony, the first Korean car, was released, with styling by Giorgio Giugiaro of ItalDesign and powertrain technology provided by Japans Mitsubishi Motors. Exports began in the following year to Ecuador and soon thereafter to the Benelux countries. In 1991, the company succeeded in developing its first proprietary gasoline engine, the four-cylinder Alpha, and transmission, thus paving the way for technological independence. In 1986, Hyundai began to sell cars in the United States, and the Excel was nominated "Best Product #10" by Fortune magazine, largely because of its affordability. The company began to produce models with its own technology in 1988, beginning with the midsize Sonata. In 1998, Hyundai began to overhaul its image in an attempt to establish itself as a world-class brand. Chung Ju Yung transferred leadership of Hyundai Motor to his son, Chung Mong Koo, in 1999. Hyundais parent company, Hyundai Motor Group, invested heavily in the quality, design, manufacturing, and long-term research of its vehicles. It added a 10-year or 100,000-mile (160,000 km) warranty to cars sold in the United States and launched an aggressive marketing campaign. In 2004, Hyundai was ranked second in "initial quality" in a survey/study by J.D. Power and Associates. Hyundai is now one of the top 100 most valuable brands worldwide. Since 2002, Hyundai has also been one of the worldwide official sponsors of the FIFA World Cup. In 2006, the South Korean government initiated an investigation of Chung Mong Koos practices as head of Hyundai, suspecting him of corruption. On April 28, 2006, Chung was arrested, and charged for embezzlement of 100 billion won (US$106 million), with Hyundai Vice Chairman and CEO, Kim Dong-jin taking over as head of the company. Page11

In 1998, after a shake-up in the Korean auto industry caused by overambitious expansion and the Asian financial crisis, Hyundai acquired rival Kia Motors. In 2000, the company established a strategic alliance with DaimlerChrysler and severed its partnership with the Hyundai Group. In 2001, the Daimler-Hyundai Truck Corporation was formed. In 2004, however, DaimlerChrysler divested its interest in the company by selling its 10.5 percent stake for $900 million. Hyundai has invested in manufacturing plants in the North America, China, India, and Turkey as well as research and development centers in Europe, North America, and Japan. In 2004, Hyundai Motor Company had $57.2 billion in sales in South Korea making it the countrys second largest corporation, or chaebol. Worldwide sales in 2005 reached 2,533,695 units, an 11 percent increase over the previous year. Hyundai has set as its 2006 target worldwide sales of 2.7 million units (excluding exports of CKD kits). Hyundai motor vehicles are sold in 193 countries through some 5,000 dealerships and showrooms. After a recent survey of global automotive sales by Automotive News, Hyundai is now the sixth largest automaker in the world, surpassing Nissan, Honda, and many other major brands, selling 3,715,096 units in 2005. Hyundai Motor Companys brand power continues to rise as it was ranked 72nd in the 2007 Best Global Brands by Interbrand and BusinessWeek survey. brand value estimated at $4.5 billion. Public perception of the Hyundai brand has been transformed as a result of dramatic improvements in the quality of Hyundai vehicles. Hyundai America Technical Center completed construction of its Hyundai/Kia proving ground in California City, California in 2004. The 4,300-acre (17 km) facility is located in the Mojave Desert and features a 6.4-mile (10.3 km) oval track, a Vehicle Dynamics Area, a vehicle-handling course inside the oval track, a paved hill road, and several special surface roads. A 30,000-square-foot (2,800 m) complex featuring offices and indoor testing Page11

areas is located on the premises as well. The facility was built at a cost of $50 million. An aerial view can be found here. Hyundai completed an assembly plant just outside Montgomery, Alabama in 2004, with a grand opening on May 20, 2005, at a cost of $1.1 billion. It is Hyundais second attempt at producing cars in North America (The Hyundai Auto Canada Inc. plant in Quebec closed down in 1993). At full capacity, the plant will employ 2,000 workers. Currently, the plant assembles the Hyundai Sonata and the Hyundai Santa Fe. In 2003, According to Consumer Reports, Hyundais reliability rankings tied Hondas. In 2005, Hyundai allowed Ed Voyles Hyundai in Smyrna, Georgia to become the first "deaf friendly" dealership in the entire world. The staff in this dealership are able to accommodate deaf customers with the use of American Sign Language and video conferencing phones. In 2006 JD Power and associates quality ranking, overall the Hyundai brand ranked 3rd, just behind Porsche and Lexus, and beating long time rival Toyota. The brand overall is ranked much higher than the average industry and resale value continues to improve; a comparable 2003 Hyundai Sonata sedan ranks just $2200 below similarly equipped Honda Accord, according to Kelley Blue Book Pricing 2006. In 2006, Hyundais minivan Entourage earned a five-star safety rating the highest honor the National Highway Traffic Safety Administration bestows for all seating positions in frontal and side-impact crashes. The Insurance Institute for Highway Safety also rates Good its highest rating in front, side and rear impacts. The IIHS (Insurance Institute for Highway Safety, US), in fact, has christened the 2006 Hyundai Entourage and Kia Sedona a Gold Top Safety Pick, making the safest minivan ever tested. In 2006, Hyundai was awarded 'Top-rated 2006 Ideal Vehicle' by Autopacific, Marketing research and consultancy firm for the automobile industry. In 2007, Hyundais midsize SUV Santa Fe earns 2007 TOP SAFETY PICK award by IIHS.


In 2007 at the New York International Auto Show, Hyundai unveiled its V8 rear-drive luxury sedan called Concept Genesis to be slotted above the Azera in the Hyundai line-up. This concept will make its American debut in mid 2008. In 2007 at the Los Angeles International Auto Show, Hyundai unveiled its second reardrive concept car, this car, called Concept Genesis Coupe, will be Hyundais first sports car due to make its debut in early 2009. In 2008, Hyundai Santa Fe and Hyundai Elantra awarded 2008 Consumer Reports "top pick" which was among the top 10 vehicles for 2008 unveiled in the magazine's issue. The magazine's annual ratings, based on road tests and predicted safety and reliability are considered highly influential among consumers. In 2008, at the North American International Auto Show, the production version of the luxury & performance-oriented Hyundai Genesis sedan made its debut, dealerships will have the Genesis as soon as Summer 2008. 2009, Hyundai has announced the five-door hatchback variant of the Elantra compact sedan will carry the name Elantra Touring when it goes on sale in the spring as a 2009 model.


Equus/Centennial (joint project of Hyundai and Mitsubishi) Click/Getz Accent Tiburon/Coup/Tuscani Elantra Matrix/Lavita Sonata Grandeur (joint project of Hyundai and Mitsubishi) Grandeur XG/XG300/XG350 Grandeur/Azera Dynasty Page11

Hyundai Santamo (Rebadged Mitsubishi Chariot) (Originally produced by Hyundai Precision Industry) i30 i10 Genesis Genesis Coupe Hyundai Azera

SUVs and Vans

HD1000 (Minibus/Porter) Entourage (Similar to the Kia Sedona) Hyundai Galloper (Rebadged Mitsubishi Pajero) (Originally produced by Hyundai Precision Industry) Grace (1st generation was a rebadged Mitsubishi Delica) Hyundai H-100 Grace / Porter Porter (1st generation was a rebadged Mitsubishi Delica) Santa Fe Trajet H-1/Satellite/Starex/Libero/H-200 Terracan Tucson Veracruz Hyundai Starex




COMPANY NAME: - HYUNDAI MOTORS INDIA LIMITED. COMPANY ADDRESS:HYUNDAI MOTORS INDIA LIMITED, A-30, Mohan Cooperative Industrial Estate, Mathura Road, New Delhi-110044. :(011) 4167-8800 Fax:(011)4167-8811 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. SLOGAN:LOGO:DRIVE YOUR WAY.

LOGO EXPLANATION: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.

ABOUT HMC (Hyundai Motor Company) Established in 1967, Hyundai Motor Co. has grown into the Hyundai-Kia Automotive Group which was ranked as the worlds fifth-largest automaker in 2007 and includes over two dozen auto-related subsidiaries and affiliates. Employing over 75,000 people worldwide, Hyundai Motor posted sales of US$74.9 billion in 2007 on a consolidatedbasis and US$32.8 billion on a non-consolidated basis (using the average currency exchange of 929 won per US dollar). Hyundai vehicles are sold in 193 countries through some 6,000 dealerships and showrooms The Hyundai Motor Company, a division of the Hyundai Kia Automotive Group, is South Koreas largest and the worlds fifth largest automaker in terms of units sold per year. Headquartered in Seoul, Hyundai operates the worlds largest integrated automobile manufacturing facility in Ulsan, which is capable of producing 1.6 million units annually. The Hyundai logo, a slanted, stylized 'H', is said to be symbolic of two people (the company and customer) shaking hands. Hyundai means "modernity" in Korean. DEALERS SHOWROOM NAME:Jaya Hyundai, Sujaya Enterprises Pvt. Ltd. Nanded. SHOWROOM ADDRESS:Jaya Hyundai, Sujaya Enterprises Pvt. Ltd. Near Reliance Petrol Pump, Nanded-Cidco Road, Nanded-431603. Tel.229106, 229107, 229108. DEALERS NAME:HONOURABLE Mr. ASHOKRAO CHAVAN (CHIEF MINISTER), MAHARASHTRA.

In the current scenario of cutthroat competition, every company invest in some new technology for their expansion & to maintain the quality, reduce the cost & to produce the new product. My objective in this survey is to study the demography of customers in Nanded region and determining the satisfaction level of customers in Nanded region.

PRIMARY OBJECTIVES: To study the demography of customers in Nanded region. To segment the potential customers in Nanded for Hyundai Motors. To study the satisfaction level of customers of Hyundai motors in Nanded region.

SECONDARY OBJECTIVES: To study / identify the potential customers. To study the services given by Jaya Hyundai Pvt.Ltd. In terms of servicing, warranty, maintenance and repairing. To analyze Customers opinion about Quality and Pricing policies. To study the factors influencing on the buying behaviour of the customers. To know the grievances of customer, if any. To study the eagerness to buy Hyundai motors among the customers. To find out the brand awareness/perception in society about Hyundai motors.


The area of operation is around the Nanded city. The survey is conducted through the questionnaire that is having the information of overall ownership experience of the vehicle & their suggestions.The operations are performed in & around Nanded city areas are Nanded-Latur phata,Cidco, Shivajinagar, Bhagyanagar, Anandnagar, Parbhani, Latur & Hingoli Etc. The project purpose I have taken the 200 samples. The scope of the study was limited to Nanded city. As the sample size was 200 customers only. In todays cutthroat competition to increase the market share there is need to satisfy the customers needs and wants. For this purpose all organizations are required to conduct research work to understand customers needs and expectation from the company. For every research work the study may have geographical conceptual scope. As subject to the products limited to the study to the Nanded district. The survey conducted will give the details about the customer satisfaction level responding product and services. The study of level of satisfaction is also helpful to the management and marketing head to decide new policies for well established brand and as well as new product range. The level of satisfaction for the Hyundai cars' user can be measured in terms of look, speeds, mileage, maintenance, safety, price and services and post sales services. The benefit of this study to the company and dealer is that they can understand the level of customer's satisfaction and can make new policies to satisfy all the new and current users. With the help of the conclusion from this study the company can able for the range selling, if the Customers are very much satisfied with the cars and the services provided by them.


Santro Xing is the Sunshine Car. A New Shining Dawn. Here Comes the Sun Again. The Next Generation Santro. A stunning 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 ABS AC Auto Transmission Central Locking System Fog Lamps Power Steering Power Windows.

SPECIFIC CHECK: Petrol, 1086cc, 4 cyl, 63bhp/5500rpm, 96nm/3000rpm, 5 manuals, 4 auto, L/W/H: 3565/1525/1590, wb:2380, weight:854kg, fuel tank:35L. Price:- Rs.2.94 to Rs.4.89 lacks.


Front Power Window 4-speed Automatic Transmission

Now enjoy freedom from stick gear shifting and frequent clutch pedaling with the new Santro Automatic. With electronically controlled intelligent power train system, Santro Automatic offers the most relaxed way to busy city monitoring. The 4Speed transmission features a compact ultra-light weight gear train, high performance torque converter and hydraulic-electronic control, offering four forward gear ratios to deliver a wide array of speed and power to surge ahead or retard as per your need. Power steering:- with Power steering lock to lock turn of the steering wheel is substantially lesser, the effort required to turn the wheel is minimal. Ability to absorb jerks of pot-holed roads and much greater control of the steering wheel, not only help to glide over the roads but also provides enhanced safety in case of accidents like bursting tyres.

SAFETY:- Safety is not just a feature of the Hyundai Santro. It is an integral

part of the total car designing Engineering. So every single safety in the car contributes to making the Hyundai Santro, one of the safest and strongest vehicle in India, is now further reinforced meeting strictest of world safety norms

2. 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. Inspiring The i-10 combines fresh design with integrity and innovation. The high tech 3-D head and tail lights refine the oveall design, yet improve on road visibility. The upword opening tailgate creates a dynamic rear profile. Intelligent & intuitive The i-10 boast of revolutionary Intelligent Responsive Drive (iRDE) technology, that gives it abundant pep along with best in class fuel economy. The height adjustable tilt power steering and front disc brakes mean effortless dynamic control. The Anti-lock Brake System (ABS) keeps you firmly on track. Innovative Fresh your eyes on the most distinguished interiors you may have seen in a long, long time. Check out the Cockpit style seating. Notice the integrated hedrest of the drivers seat. Admire the in-dash 2-din audio system and console-integrated gear shift (ishift). The front seats and foldable rear seat fit five adults easily.

For refresh simply press the button of electric sunroof for fresh air. CAR RANGES :- I-10 DLITE, i-10 Era, i-10 Magna, i-10Magna O.

EQUIPMENT: ABS AC/ Climate Control Airbag Alloy wheels Auto transmission Central Locking System Electronic Mirror Fog Lamp Power Steering Power Windows Tilt Steering.

Specific Check: Petrol, 1086cc, 4 cyc, 67bhp/5500rpm, 99Nm/2800rpm, 5 manual, 4 Auto, L/W/H:3565/1595/1550, WB:2380, Weight:952 kg, fuel tank: 35L. Price :-Rs.3.58 to 5.44 lacks.

3.Getz PRIME

WHAT THE WORLD LOVES TO DRIVE: A fresh new Euro check styling lends the Getz Prime a touch of international class. It has thoughtfully designed interiors and first in category reclining rear seats. The Getz prime is also packed with world leading safety features and chassis thats precisely tuned with a computer. INTERNATIONAL SAFETY STANDARDS:The new Getz prime is equipped with world class safety features, just to keep your world safe and secure. ABS prevents wheels from locking and skidding, whereas side impact beams provide protection for cabin occupants. A unique clutch lock prevents the car from starting in gear. It also prevents jerks and makes for smoother ride. BRAKES : STD front disc and ABS EQUIPMENT: ABS AC Central Locking System Fog Lamp Power Steering Power windows

Specifications check:Petrol,1086cc,4cyl, 66bhp/5500rpm, 102Nm/3200rpm, 5 manual, L/W/H:3825/1665/1515,wb:2455, weight:995kg, fuel tank:45L. Price: Rs.4.18 to 6.56 lacks. Car ranges:- GLE, GVS,GLS, GLX, GVS(DL).


EQUIPMENT: AC Electric Mirror Power steering Power windows Tilt steering

SPECIFICATION CHECK:Petrol, 1495cc, 94bhp/5500rpm, 123Nm/3500rpm, 5 manual,

L/W/H:4250/1670/1370, wb:2440, weight:1023kg, fuel tank: 45L. PRICE:- RS.5.48 TO 6.19 Lacks


EQUIPMENT: AC/Climate control Alloy wheels Audio system Central Locking System Electric Mirror Fog Lamp Power steering Power Windows SPECIFICATIONS CHECK: Petrol,1599cc, 4 cyl, 103 bhp/5500rpm, 146Nm/3000rpm, 5 manual, L/W/H: 4310/1695/1490 Wb:2500 weight:1100 kg, fuel tank:45 L. Diesel, 1493cc, 4 cyl, 110 bhp/4000rpm, 335Nm/1900-2750, 5 manual, L/W/H: 4310/1695/1490 Wb:2500 fuel tank : 45 L Price: RS.6.84 TO 8.76 Lacks.

6.Hyundai Sonata Embera

Quick Take
* Fuel Economy 8.1 / 12.6 km/l (city/highway), 2.4L I-4 MT Petrol 7.4 / 10.4 km/l (city/highway), 2.4L I-4 AT Petrol 10.6 / 14.5 km/l (city/highway), 2.0L I-4 Diesel 2.4L, DOHC, In-line 4-Cylinder, 163 bhp, Petrol 2.0L, CRDi, In-line 4-Cylinder, 140 bhp, Diesel 5-speed Manual Transmission (MT) 6-speed Manual Transmission (MT) 4-Speed H-Matic Automatic Transmission (AT)

Available Engines

Available Transmissions

Powerful and smooth petrol engine. Independent double wishbone suspension with coil springs. Common Rail Diesel engine. European styling. Refined and spacious cabin. Excellent ride quality. Dashboard not so impressive.

Hyundai Motor India Limited launched the fifth-generation Sonata Embera, setting new standards in technological excellence with a 2.4-litre petrol engine and a 2-litre diesel engine, improved styling, refined interiors and advanced safety features. The new car will take on competitors in the premium luxury D-Segment on Indian roads. Dynamic suspension and an excellent rear-seat ride quality, one of Sonata's key appealing features, continue to dominate the Sonata's redesign. Hyundai Motor says that the Embera offers much higher fuel efficiency because of its light weight and aluminium engine block. With its contemporary international styling, refined driving

dynamics and 170-mm ground clearance, it is time to take a second good look at the Sonata Embera. In India the Sonata Embera comes in three variants -- 2.4MT and 2.4AT in petrol and 2.0L CRDi MT in diesel.

Powertrain & Performance

Under the hood, the Embera sports a high-power 2.4 litre, four-cylinder petrol engine, which forks out a powerful 163 bhp @ 5,800 rpm and a maximum torque of 23.6 kgm @ 4,250 rpm. Mated to a five-speed manual transmission or a four-speed H-matic automatic, the new aluminium engine features Variable Timing Valve Train (VTVT). Hyundai boasts that the Embera delivers plenty of low-end torque, quick response, excellent pick-up and great performance The four-speed H-matic transmission, when set on tiptronic mode, allows some manual input for maximum driving pleasure. Hyundai mentions that the light-weight aluminium engine block improves fuel efficiency levels, which even out at 6-7/9-10 kmpl (city/highway). The all-new 2L CRDi engine pumps out 140 bhp at 4,000 rpm and 33 kgm of torque between 2,000 to 2,680 rpm. The diesel variant gets a 6-speed manual transmission as standard. The Embera features independent double wishbone with coil springs in the front and an independent multi-link type with coil springs in the rear. The sedan exhibits excellent driving manners at all speeds, and the suspension does not allow evident body rolls during hard cornering.

PRIZE : Hyundai Sonata Embera AT(Leather) (Ex-Showroom) Rs. 13,49,994

Hyundai of South Korea decided to enter India with its small car model, Santro, which it priced attractively at about $7000. Hyundai chose to set up a fully owned subsidiary and hired some of the most reputed executives in the Indian automotive industry. Hyundai also invested heavily in a modern car plant near the city of Madras, in the southern part of India. The facility can manufacture 130,000 engines, transmission sets and components per annum. According to Business India1, What makes HMIs (Hyundai Motor India) progress even more impressive is that the Sriperambadur plant is not another knocked down (KD) operation but an integrated manufacturing facility. The Santros that will roll out of this plant will be manufactured from day one and not merely assembled. This is a historic achievement. No company has begun operations in this manner, not even which initially imported CKD kits for the HUNDAI INDIA. The very essence of Hyundais strategy is to localise heavily from day one to give it a very early cost advantage, the number one priority in this highly price sensitive market. The Santro has been a major success. Though not very elegant looking, the car has enough leg and head room. Hyundai sold more than 75,000 vehicles during the period April 2006 - March 2007 and looks set to cross the 100,000 figure in the current year. During the period January-June, 2000, Hyundai sold 45,513 units, against 21,884 in 2008 Encouraged by the success of the Santro, Hyundai launched the up market Accent model. A major worry for Hyundai is that it has just one small car in its stable. Hyundai is pinning its hopes on luxury models such as the Sonata, priced at around Rs 13 lakhs, but as the company's senior executives themselves admit, such models are unlikely to sell more than 250 units per month. Hyundai is also vulnerable because of its relatively small size, when compared to global majors such as Ford, General Motors, Toyota, Daimler Chrysler, Volkswagen and Honda.

SOURCE OF FINANCE Prior to the start of this service HUNDAI had started two joint ventures Citicorp HUNDAI and HUNDAI Countrywide with Citi Group and GE Countrywide respectively to assist its client in securing loan. HUNDAI tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic partners in car finance. Again the company entered into a strategic partnership with SBI in March 2003 Since March 2003, HUNDAI has sold over 12,000 vehicles through SBIHUNDAI Finance.


Financial highlights (in million)


YEAR- 09



Net sale(Rs Mn) Other Income Operating (Rs Mn) Other Income - Non Operating (Rs Mn) EBITDA (Rs Mn) Depreciation (Rs Mn) Profit Before Tax (Rs Mn) Profit After Tax (Rs Mn) EPS (Rs)

45126 887 1777 4745 1775 2925

46540 853 854 7839 867 6828

-3% 4% 108% 39% 105% 57%

2136 7.39

4670 16.17

54 54%

Financial highlights

Parameters Material Cost Employee Cost Selling & Distribution expenses Manufacturing Expenses Royalty Power & Fuel Depreciation Ebitda PBT PAT Other Income (Operating + Non Operating)

07 81.14% 2.45% 3.69% 8.66% 3.53% 1.18% 3.93% 10.51% 6.48% 4.73% 5.90%

06 76.84% 2.08% 2.75% 5.59% 2.60% 0.78% 1.86% 16.84% 14.67% 10.04% 3.67%

change 4.30% 0.37% 0.94% 3.07% 0.93% 0.30% 2.07% 6.33% 8.19% 5.31% 2.23%

Material cost to net sales increases by 4.30 % to 81.14% 1.7% - Higher commodity cost primarily steel 1.4% - Yen appreciating against rupee by ~ 50% appx impacting import cost 1.4% 1.6% - Product Mix 0.8% - Higher invoice discounts (1.0)% - favorable selling price variance Selling & distribution expenses increased by 0.94% to 3.69% o Selling expenses increased by 0.26% to 2.18% o A Star launch / marketing expenditure Distribution expenses increased by 0.68% to 1.51% Higher ocean freight

Financial Analysis (09 vs 08)

Other Income Rs 1,777 Mn non operational (Rs 854 Mn in Q3FY08) Higher yields ~ 12.5% (pre tax)

One time interest on tax refunds Rs 569 Mn Depreciation increased by 2.07% to 3.93% Revision of useful life of fixed assets was done in Q4FY08 In Q3FY09 impact is Rs 585 Mn

Normalized depreciation is 2.64% Average Realization (ASP) increased by 10.8% to Rs. 240,081 o Exports higher realization o Domestic product mix

It is launched HUNDAI provides vehicle insurance to its customers with the help of the National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The service was set up the company with the inception of two subsidiaries HUNDAI Insurance Distributors Services Pvt. Ltd and HUNDAI Insurance Brokers Pvt. Limited. This service started as a benefit or value addition to customers and was able to ramp up easily. By December 2005 they were able to sell more than two million insurance policies since its inception.




Some cautions in measuring Customer Satisfaction

When customers rate their satisfaction with an element of the companys performance, say delivery, we need to recognize that customers will vary in how they define good delivery; it could mean early delivery, on-time delivery, order completeness, and so on. Yet if the company had to spell out every element in detail, customers would face a huge questionnaire. We must also recognize that two customers can report being highly satisfied for a different reasons. One may be easily satisfied most of the times and the other might be hard to please on this occasion. Companies should also note that managers and salespersons can manipulate their rating on the customers on customer satisfaction. They can be especially nice to customers just before the survey. They can also try to exclude unhappy customers from the included in the survey. One of the danger is that if the customer know that the company will go out of its way to please the customers, some customers may want to express high dissatisfaction(even if satisfied) in order to receive more concessions.

Market Research: Market research is only one branch of the marketing information system. Market means actual and potential customers. Market research is the systematic and intelligent investigation or study of the Who, What, Where, When, Why and How of actual and potential buyers. It deals with research on customer demand, e.g., behaviour and attitudes of consumers and dealers at the market place, analysis of sales data, analysis of market share of a firm, etc. The following items of study are included in market research: 1.size of the market, 2. geographic location of customers, 3. demographic descriptions of customers, 4. market segmentation on the basis of age, sex, income, education, Nationality, standard of living, etc. 7. Consumer needs wants, habits and behaviour, 8. Dealer wants Preferences, 9. Degree of competition and the market trend. Marketing Research Process: Marketing Research Process involves the following seven steps in proper sequence: 1. Situation analysis 2. Preliminary investigation 3. Research design 4. Sources of data 5. Data analysis 6. Report preparation. 7. Follow up recommendations.

The following figure depicts the process of marketing research

Fig. 5 Marketing Research Process The definition consists of three important terms plan, structure and strategy. The plan is an outline of the scheme on which the researcher is to work. The structure of the research is more specific outline or the scheme and the strategy show how the research will be carried out, specifying the method to be used in the collection and analysis of the data. From the definition it is thus evident that research design is more of a blueprint of the research. It can be compared with the plan of house, which lays down the method and procedure for the collection of requisite information and its measurement and analysis with a view of arriving at meaningful conclusion at the end of the proposed study.

(1) Primary data (2) Secondary data


(1) Primary Data:

It is the information obtained from original sources by the researcher. It can be gathered slowly at a high cost. But it offers much greater accuracy and reliability. It

PRIMARY gives latest information.DATA


The following method was used for obtaining the primary data:

(a) Survey technique (Questionnaire):

It is very effective method of conducting surveys. According to this method a well organized questionnaire was prepared by the researcher. The questionnaire was given to every customer of v-belt, and their responses were recorded by means of questionnaire. The responses were recorded by personally visiting the customers in different blocks of Nanded city. The questions were short, simple, easily understandable, direct, pointed, well phrased and had one interpretation or meaning.

(2) Secondary Data:

This data provides a starting point for research and offers the advantages of lower cost and quicker availability. It was collected by the researcher by referring company records such as invoices, sales figures etc. Sampling is the method of selecting a sample from the given universe with view to draw conclusions about the universe.

Satisfaction level is the level of persons felt state resulting from comparing products perceived performance (or outcome) in relation to the persons expectation. Thus satisfaction level is function of difference between perceived performance & expectation. A customer could experience one of three broad levels of satisfaction: If the performance falls short of expectations, the customer is dissatisfied. If the performance matches to the expectations of the customer, then the customer is satisfied. If the performance exceeds the expectations of the customer, the customer is highly satisfied, pleased or delighted. But how do the customer expectations? Expectations are formed on the basis of the buyers past buying experience statements made by the friends & associates, & marketer & competitor information & promises. If marketers raise the expectations too high the buyer is likely to be disappointed. Some of the todays most successful companies are raising expectation & delivering the performance. The companies are aiming high because customers who are just satisfied will still find it easy to switch supplier when a better offer comes along. The fact is that high satisfaction or delight creates an emotional affinity with the brand, not just a rational preference, and this creates customers high loyalty. Companies seeking to win in todays markets must track their customers expectations perceived company performance, and customer satisfaction. They need to monitor this for the competitors as well. Companies that achieve high customer satisfaction ratings make sure that their target market knows it. The customer cantered firms seeks to create high customer satisfaction it is not out to maximize customer satisfaction. First they can increase the customer satisfaction by lowering the price or increasing its services, but this may result in low profits.

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. 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 delivery 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.

Impact of Advertising for Product Presentation Creates awareness Provides Information Generates Association with the audience Helps in creating an image Reaches large audience Develops brand preference Competitive weapon Advertising moves consumers being unaware of a product or service to finally purchasing it.

Advertising Strategy
Start advertising 2 weeks before launch Advertise on all major media TV : 10 Sec Rs. 3,50,000 (Match) 30 sec Rs. 10 to 12 lakh (Prime Time) Magazine : Double page - Rs. 4,03,500 Full Page Rs. 2,02,500 Newspaper : Rs. 75,50,000 Hoardings : Rs. 1,10,000 per month Sponsor cricket matches Promotion at malls Launch around a month before festivals like Diwali or Navratri So it was yesterday when I saw this new advertising campaign or Marketing Campaign of HUNDAI . What followed was a bit of discussion about the Advertising Commercial amongus. Now, let me first describe the ad as it went through. It was an Advertising Commercial for the most successful car brand in India.

It shows a typical large gathering of a family most probably for a family function. The main characters are a mom, an infant kid, around 4-5 months old and some other relatives. The Advertising Commercial goes as follows: The mom is busy with some work, and the infant kid is somewhere away from her, so that she can see her from a distance, but since she is busy with the work, she is unable to attend to her. The Advertising Commercial starts with showing the mom busy with work and the baby starts crying. So, the mom signals another relative (a lady) to attend the kid. Unfortunately, the kid continues to cry. The lady then passes on the kid to the kid's father (from the gestures between the kid's mom and the male person in the ad, it is apparent that he is the kid's father), but no success. The cycle continues and the kid is passed on from one person or relative to the other (uncle, aunty, grandfather, grandma, etc.) They all try all methods including scolding, singing, etc., but the kid doesnt get quite. At last the kid reaches the mom and there he is happily playing again.The message for the Advertising Commercial comes up on screen: Before we get into the details, let's observe some good and bad points of this Advertising Commercial Good: The theme chosen is realistic - Indian Family, Function, everyone is busy, everyone trying a hand to pacify the kid. So the ad does generate a lot of interest The timeline of ad is perfect - Nobody has been focussed for a longer time. It straightaway gets to the main point to pacify the kid There is a variety of methods included - someone dancing, singing, making faces, toys and even scolding - it all looks perfect. Finally, when the kid reaches the mom, he is happy - everyone wonders what's happening, and there comes the Advertising Commercial Punch line conveying the message. Before we get into the bad part, Just wanted to mention the reaction of others who saw the ad with me. We have a 5 months old baby at my home, and many family members keep him busy and happy, so it was a real life scenario for us. Moreover, mom & dad leave the kid at home in others care, if they have to go out, and the kid stays happily - something contrary to what was shown in the Advertising Commercial. What other members differed were the

Lead and Facilitate continuous change towards organizational excellence ; create a learning and vibrant organization with high sense of pride amongst it members. HR INITIATIVES Prepare HUNDAI INDIA Strategic Business Plan-2000-2003; To achieve the Vision & Goal Improve the performance Appraisal system - its process, skill& usage Introduce a Potential Appraisal System Improvements in internal & external Training & its effective utilization. Training need identification Systematic career planning ; Job Rotation ; Empowerment; Job enrichment Periodic communication meeting at various level; Roll out of Vision Raise cost consciousness for cost control and reduction Exposure on Brand Strategy to all non- marketing staff Retention of Talent CULTURE BUILDING INITIATIVES SINCE INCEPTION American Management philosophy of Team Spirit Common uniform Open office Common Canteen Open Office Easy accessibility, Speedy Communication and decision making Morning Meetings Morning Exercises FOCUS OF EFFECTIVE MANAGEMENT PROCESS SINCEINCEPTION Management Committee Meetings every Tuesday Single unaffiliated Union Excellent Industrial Relation scenario No loss of monday due to strike/lockout etc. in past 5 yrs. HUNDAI INDIA a forum for non unionized staff.

Declared organization structure Workers (Technical /Assistant.), Supervisors, Executives, Managers Top Driven HR MD is also Director HR HRs role of a facilitator Line managers as HR Managers Year of the Customer HR Internal Customer Focus Focus on Internal & External Customer. INDUCTION AND SUCCESSION Transparent Recruitment & Selection process Recruitment on an All India Basis no sector or regionspecific. Engineers CAMPUS - IITs/RECs/Rorkee /HBTI ALL-INDIA TEST MBAs IIMs/XLRI CAs - Rank Holders India Exam & Apprenticeship In MUL Lateral Entry for Experienced Professionals.

RECRUITMENT PROCESS OF HUNDAI INDIA The recruiting procedure at a HUNDAI INDIA dealership is as follows: For a particular city, For a particular Dealership The dealership should release an advertisement. Depending on availability of infrastructure Interview of shortlisted/ qualified personnel

It is the process of searching the potential candidate. It is negative in nature in the Indian context. But it is positive in the US context.

Steps in Selection Process of HUNDAI MOTORS INDIA

Selection process consists of a series of steps, at each stage, facts may come light which may lead to the rejection of the applicant. It is a series of successive hurdles or barriers which an applicant must cross. These hurdles or screens are designed to eliminate an unqualified candidate at any point in the selection process There is no standards selection procedure to be used in all organizations or for all jobs. The complexity of selection procedures increases with the level and responsibility of the position to be filled. . 1} Preliminary Interview (screening applications) Initial screening is done to weed out totally undesirable/unqualified candidates at the outset. It is essentially a sorting process in which prospective candidates are given the necessary information about the nature of the job and the organization, at the same time, the necessary information is also elicited from the candidates about their education, skills, experience, salary expected and the like. It helps to determine whether it is worthwhile for a candidate to fill up the application form. 2} Application Form Application form is a traditional and widely used device for collecting information from candidates. It should provide all the information relevant to selection, where reference

for caste, religion, birth place, may be avoided as it may be regarded an evidence of discrimination. 3}Selection Test Psychological tests are being increasingly used in employee selection, where a test may involve some aspect of an individual attitudes, behaviour and performance. Tests are useful when the number of applicants is large, as at best it reveals that the candidates who scored above the predetermined cut off points are likely to be more successful than those scoring below the cut off point. 4} Employment Interview Interview is an essential element of selection and no selection procedure is complete without one or more personal interviews, where the information collected through application letter or application forms and tests can be cross-checked in the interview, where candidates demonstrates their capabilities and strength irrelevant to their academic credentials. selection in interview serves three purposes: a) obtaining information about the background, education, training, work history and interests of candidate b) giving information to candidates about the company, the specific job and human resource policies; and c) establishing a friendly relationship between the employer and the candidate so as to motivate the successful applicant to work for the organization. However, in practice interview becomes a one-sided affair serving only the first purpose. 5} Medical Examination Applicants who have crossed the above stages are sent for a physical examination either to the companys physician or to medical officer approved for the purpose. Such examination serves the following purposes:a) It determines whether the candidate is physically fit to perform the job, where those who are physically unfit are rejected. b) It reveals existing disabilities and provides a record of the employees health at the time of selection. This record will help in settling companys liability under the workmen compensation Act for claim for any injury.

c) It prevents the employment of people suffering from contagious diseases. d) It identifies candidates who are otherwise suitable but require specific jobs due to physical handicaps and allergies. 6} Reference Checks The applicant is asked to mention in his application form, the names and addresses of two or more persons who know him well. These may be his previous employers, heads of education institutions or public figures. These people are requested to provide their frank opinion about the candidate without incurring any liability. In government and public sector organizations, candidates are generally required to route their applications through their present employers, if any. The opinion of referees can be useful in judging the future behaviour and performance of candidate, but is not advisable to rely exclusively on the referees because they are generally biased in favor of the candidate. (a) Most candidates are employed at the time of their application, and do not wish their employers to know they are looking elsewhere. (b) Because of prospective employer would be breaking a confidence if he or she asked for a reference before an offer of a job had been made and accepted. (c) By the time an offer has been accepted, selection is over and the reference is too late to affect it. (d) An offer may be made subject to satisfactory references, but as most references are received after the candidate has started work, they can only be used to warn managers of possible faults in the candidate which in serious cases may eventually lead to warnings followed by dismissal. (e) Employers giving references are usually extremely cautious; many references merely state the job title, the date of employment, and reasons for leaving. (f) References are occasionally biased, giving a good reference to hasten an employees departure or a poor one because of a grudge. Therefore, the best references are obtained in person, where there is a chance to see whether nonverbal behaviour matches what is said. If such a meeting cannot be arranged, telephoning is the next best alternative.

7} Final Approval In most of the organizations, selection process is carried out by the human resource department, where the decisions of the department are recommendatory. The candidates shortlisted by the department are finally approved by the executive of concerned departments or units. 8} Employment. Employment is offered in the form of an appointment letter mentioning the post, the rank, the salary grade, the date by which the candidate should join and other terms and conditions in brief. In some organizations, a contract of service is signed by both the candidate and the representative of the organization. It is at this point where a selected applicant is handled with a letter of offer for a job: a) The wage or salary offered must not only be appropriate to the job and attractive to the candidate but consistent with the earnings of present employees. b) The job must be named and any special conditions stated, for instance, the first year you will be under training at the head office, then you will be transferred to up-country branches. c) The candidate must know the essential conditions of employment, such as hours of work, holidays, bonuses and fringe benefits. 9} Induction. The process of receiving employees when they begin work, introducing them to the company and to their colleagues, and informing them of the activities, customs and traditions of the company is called induction. At this juncture various induction courses are done to new recruit in order to acclimatize them with the new working environment.

HUNDAI MOTORS INDIA Arranges the training at several intervals. The training is mandatory for all the employees. The training schedule of all employees is maintained by the HR manager. EDP In the EDP Department following are managed: Post Sale Process is managed. Sales Analysis is done. Backup is taken time to time.

Optimum Utilization of Human Resources Training and Development helps in optimizing the utilization of human resource that further helps the employee to achieve the organizational goals as well as their individual goals. Development of Human Resources Training and Development helps to provide an opportunity and broad structure for the development of human resources technical and behavioural skills in an organization. It also helps the employees in attaining personal growth. Development of skills of employees Training and Development helps in increasing the job knowledge and skills of employees at each level. It helps to expand the horizons of human intellect and an overall personality of the employees. Productivity Training and Development helps in increasing the productivity of the employees that helps the organization further to achieve its long-term goal. Team spirit Training and Development helps in inculcating the sense of team work, team spirit, and inter-team collaborations. It helps in inculcating the zeal to learn within the employees. Organization Culture Training and Development helps to develop and improve the organizational health culture and effectiveness. It helps in creating the learning culture within the organization.

Organization Climate Training and Development helps building the positive perception and feeling about the organization. The employees get these feelings from leaders, subordinates, and peers. Quality Training and Development helps in improving upon the quality of work and work-life. Healthy work-environment Training and Development helps in creating the healthy working environment. It helps to build good employee, relationship so that individual goals aligns with organizational goal. Health and Safety Training and Development helps in improving the health and safety of the organization thus preventing obsolescence. Morale Training and Development helps in improving the morale of the work force. Image Training and Development helps in creating a better corporate image. Profitability Training and Development leads to improved profitability and more positive attitudes towards profit orientation. Training and Development aids in organizational development i.e. Organization gets more effective decision making and problem solving. It helps in understanding and carrying out organizational policies Training and Development helps in developing leadership skills, motivation, loyalty, better attitudes, and other aspects that successful workers and managers usually display.

Training Details
The strength of any organization is its manpower. Each organization would like to have executives who are well trained so that they can be more productive. The vehicle manufacturers conduct several trainings so that they can achieve their goals. In the Training master form, you can enter the information about the training, which have been conducted during a particular time period. We are also maintaining the information regarding the attendance of the executives in a specific training. That is, how many executives out of the given list have attended the training? With the help of these training details we are generating various MIS

reports. The details provided here can help the management to find out an efficient person for a special task. Searching facility is also available, so you can find out the total information of a particular training with just one click over there. SALES AND TRAINING DEPARTMENT OF HUNDAI INDIA Vision Equipping HUNDAI INDIA and Dealer Sales Fraternity with the requisite mindset, knowledge and skills, and enhance the business value of our associates to sustain our position of leadership and build customer loyalty to HUNDAI.

Complaint and suggestions system

A customer centred organization would make it easy for its a 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.

The research project was fruitful experience. It enable to come across the different opinion of the customer about the Jaya Hyundai Pvt. Ltd. In the context of Price, Quality, Service Back up, maintenance and safety. It was possible to understand the level of Customer Satisfaction factors which influenced the Buying behaviour for Hyundai four wheelers. Keeping in mind the findings of the study, the following are the conclusions The project also deals with the practical aspects of Customer satisfaction and the factors which influenced buying behaviour for Hyundai cars. 1. Demography 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. 2. As the Hyundai cars are slightly high priced, in order to capture the automobile market, they must reduce the price slightly up to 10%. 3. 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. 4. Company should try to enhance its post sales services as preventive measures for maximising the satisfaction level. 5. The preventive maintenance should be monitored on regular basis to maintain the brand image and satisfaction of the customers 6. 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 7. 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.

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 a) credit policies b) cash discounts c) warranty terms Company should try to enhance its post sales services as preventive measures. the preventive maintenance should be monitored on regular basis. 1) 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. 2) For Santro: - four door power windows is needed. 3) For i-10, more power in c.c. is needed 4) For Verna: - inbuilt spoiler is needed. 5) For Accent: - inbuilt LPG gas kit & music system is required. 6) Late service, loose delivery and unavailibity of spare parts should be avoided. The quick, fast and timely service facility is to be maintained 7) Free check up camps, more free servicing and extended warranty are needed to attract more customer

BOOKS Philip Kotler: Marketing Management prentice hall of India Pvt. Ltd. Sharma D.D.: Marketing Research Sultan Chand son, New Delhi.


MAGAZINES AND OTHERS: Monthly Hyundai Magazine:- ON THE MOVE. Product Brochures.
Annual reports or magazines of Hyundai Motor India

Limited Auto India Magazine