Consumer Satisfaction With Hyundai Car

THE INDIAN INSTITUTE OF PLANNING AND MANAGEMENT
NEW DELHI
THESIS ON
CONSUMER SATISFACTION STUDY WITH RESPECT TO

HYUNDAI CARS IN DELHI NCR REGION
SUBMITTED TO:
PROF. SUMANTA SHARMA

PROF. DIPTI SHARMA
UNDER THE GUIDANCE OF:
MR. ASHOK KUMAR
SUBMITTED BY:
PARUL LAL
ALUMNI ID NUMBER: DS/08/10-M-234
The Indian Institute of Planning & Management, New Delhi
BATCH: PGP/SS/2008-10
ABSTRACT
A well developed transport network indicates a well developed economy. For rapid
development a well-developed and well-knit transportation system is essential. As India's
transport network is developing at a fast pace, Indian Automobile Industry is growing
too. Also, the Automobile industry has strong backward and forward linkages and hence
provides employment to a large section of the population. Thus the role of Automobile
Industry cannot be overlooked in Indian Economy. All kinds of vehicles are produced by
the Automobile Industry. India Automobile Industry includes the manufacture of trucks,
buses, passenger cars, defense vehicles, two-wheelers, etc. The industry can be broadly
divided into the Car manufacturing , two-wheeler manufacturing and heavy vehicle
manufacturing units.
The major Car manufacturer are Hindustan Motors, Maruti Udyog, Fiat India Private
Ltd., Ford India Ltd ., General Motors India Pvt. Ltd., Honda Siel Cars India
Ltd.,Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd.,
to name a few.
Car Manufacturers
Two-wheelers manufacturers
Indian Automobile Market
Latest Launches in India Automobile Market
India Heavy Vehicle Industry
India Heavy Vehicle Companies
India Automobile Insurance
Tata Finance Limited
BATCH: PGP/SS/2008-10 PARUL LAL ALUMNI ID NO.: DS/08/10-M-234

ii
Packers and Movers in Gurgaon
The two-wheeler manufacturing is dominated by companies like TVS, Honda Motorcycle

& Scooter India (Pvt.) Ltd., Hero Honda, Yamaha, Bajaj, etc. The heavy motors like
buses, trucks, defense vehicles, auto rickshaws and other multi-utility vehicles are
manufactured by Tata-Telco, Ashok Leyland, Eicher Motors, Bajaj, Mahindra and
Mahindra, etc.
Marketing is a total system of interacting business activities assigned to plan, price,

promote and distribute, wants satisfying products and services to existing and potential
customers.
The marketing concept is, market focused and customers oriented coordinated marketing
effort aimed at generating customer satisfaction, which in turn is a key to achieve the
organizational goals. The concept of consumer satisfaction occupies pivotal position in
marketing thought and practice. Satisfaction is the major outcome of the marketing
activity and services to link process and culminating in purchase and consumption with
the help of past purchase phenomenon such as changes in attitude, repeat purchase and
brand loyalty.

iii
SIGNATORY PAGE
TO WHOMESOEVER IT MAY CONCERN
This is to confirm that Mr. Parul Lal, student of IIPM, NEW DELHI, is doing a live
project(Thesis) on the topic Consumer Satisfaction Study with Respect to Hyundai
Cars in Delhi NCR Region under my guidance and that the work being done by the
candidate is original and is of the standard expected by an MBA student.
May god bless him with all success in his career.
Warm regards
Ashok Kumar
Regional Manager

iv
TOPIC APPROVAL LETTER SENT OVER MAIL
From: Thesis <thesis@iipm.edu>

Date: Mon, Dec 28, 2009 at 4:51 PM
Subject: Thesis Topic Approval (M) SS 08-10
To: prathamlal06@gmail.com
Dear Parul Lal,

This is to inform that your thesis proposal on Consumer Satisfaction Study with Respect
to Hyundai Cars in Delhi NCR Region, to be conducted under the guidance of Mr.
Ashok Kumar is hereby approved and the registration number is DS/08/10-M-234
Make it a comprehensive thesis by ensuring that all the objectives as stated by you in
your synopsis are met using appropriate research design; a thesis should aim at adding
value to the existing knowledge base.
You are required to correspond with your internal guide Prof. Dipti Sharma at
dipti.sharma@iipm.edu Ph.-0124-3917413 by sending at least four response sheets
(attached along with this mail) at regular intervals before 15th February 2010 (the last date
for thesis submission).
NB:
1) A thesis would be rejected if there is any variation in the topic/title from the one approved
and registered with us.
2) Students are required to prepare a handwritten 5- 7 pages summary of the thesis at the time
of Viva.
Regards,
Prof .Sumanta Sharma
Dean (Projects)
IIPM
Sumanta.sharma@iipm.edu
Phone:
+91 0124 3917401 (D)
+91 0124 3917415 (Board)

v
ACKNOWLEDGEMENT
It is well-established fact that behind every achievement lays an unfathomable sea of

gratitude to those who have extended their support and without whom the project would
never have come into existence.
I express my gratitude to IIPM, New Delhi for providing me an opportunity to work on

this thesis as a part of the curriculum.
Also, I express my gratitude to Prof. Sumanta Sharma and Prof. Dipti Sharma on the
completion of my project.

vi
CONTENT
ABSTRACT.................................................................................................ii
SIGNATORY PAGE...................................................................................iv
TOPIC APPROVAL LETTER.....................................................................v
ACKNOWLEDGMENT.............................................................................vi
APPROVED THESIS SYNOPSIS...........................................................viii
1. INTRODUCTION ................................................................................................1
2. COMPANY PROFILE........................................................................................15
3. RESEARCH METHODOLOGY........................................................................36
4. LITERATURE REVIEW....................................................................................38
5. PRIMARY FINDING AND ANALYSIS............................................................50
6. RECOMMENDATION.......................................................................................72
7. CONCLUSION & IMPLICATIONS..................................................................73
8. BIBLIOGRAPHY...............................................................................................74
9. ANNEXURE QUESTIONNAIRE...................................................................75

vii
APPROVED THESIS SYNOPSIS
THESIS SYNOPSIS
THE INDIAN INSTITUTE OF PLANNING & MANAGEMENT

NEW DELHI
SUBMITTED TO:
Prof. Sumanta Sharma
DETAILS OF THE STUDENT:-
Name : Parul Lal
Batch : PGP/SS/2008-10
Specialization : Marketing & HR
Section : HR-5
Phone No. : 9212342344
Email ID : prathamlal06@gmail.com

viii
Desired Area: Marketing
Title of the thesis:
Consumer Satisfaction with Hyundai Car in Delhi & NCR Region
INTRODUCTION
The only job security anybody has in a company comes from quality, productivity and
satisfied consumers. Satisfaction is the level of a persons felt state resulting from
comparing a products perceived performance in relation to the persons expectations.
The satisfaction level is a function of the difference between the perceived performance
and expectations. A customer could experience one of the three broad levels of
satisfaction. If the performance falls short of expectations, the customer is dissatisfied.
If the performance matches the expectations, the customer is satisfied. If the performance
exceeds expectations, the customer is delighted.
Expectations are formed on the basis of the buyers past buying experience, friends and
reference groups, marketer and competitors information and promises. A company must
not conclude that it can get full picture of consumer satisfaction and dissatisfaction by
simply running a complaint are suggestion box. Instead, it has to conduct surveys, survey
to rate consumer satisfaction through questionnaires, telephone calls, mails and door-to-
door surveys and take proper corrective measures.
RESEARCH OBJECTIVE
The main objective of the study is to identify the consumer satisfaction with Hyundai
Cars.
To analysis the number and percentage of respondents owning Hyundai Car on the
basis of income, occupational level.

ix
To analysis the percentage of respondents owning Hyundai on the basis of the causes
and sources of awareness.
To analysis the preference of Hyundai on the basis of price.
To analysis the result of consumer satisfaction on the basis of future purchase and
comparison of Hyundai with other brands.
HYPOTHESIS
A passenger vehicle is a specialty good to the consumer and it also has shopping goods
characteristics. Mainly this product undergoes a lot of physical and psychological
evaluation before the purchase decision is made. This product has a reference influence
on the wire hence publicity advertisement is importance. A brands for the sales
growth to some extent depends on the publicity and also reference influences. In
developing a brand strategy, it is required to know the level of satisfaction with a
particular brand of car. Here the reference is with Hyundai Cars hence the problem
identified is Consumer Satisfaction with Hyundai Cars.
RESEARCH METHODOLOGY
A. Type of research is descriptive research by survey method.
B. Primary data is collected from the Hyundai owners and secondary data from
company profile, brochures.
C. Sample Size: 100 consumers who own Hyundai cars. Collection Method:
personal.
D. Tool: a structural questionnaire was prepared to collect information pertaining to

the study. The questionnaire was administered to Hyundai holders.
Primary data is collected directly by meeting the consumers who own Hyundai Cars and
the secondary data is collected by the company profile.

x
METHOD OF DATA ANALYSIS:
The data collected were grouped into research characteristics and further subjected to
segmentation and then the scores were obtained by using tally bars. The scores and
percentage are presented in tables, graphs and charts. By percentile inferences were
drawn. Every table for each test is represented through charts and graphs.
SCOPE OF THE WORK
Scope covers only Hyundai owners. Their preferences is on basis of various factors and
consumer satisfaction level is on basis of future purchase and comparison with other
brands. The survey is conducted at the company service center at Banglore. The sample
survey is taken for a number of 100 HYUNDAI customers.
JUSTIFICATION OF THE CHOOSING TOPIC
Hyundai offers a rewarding career for our 47,000 plus associates; the most meaningful
measure of our success is the satisfaction of a rewarding career at Hyundai and the
opportunity to reap the fruits of our growth through enhanced benefit programs such as
our housing assistants program, opportunities for advanced educational and training.
Customer satisfaction and employee welfare, by introducing a steady stream of
innovative services, Hyundai is closely in tune with the changing needs of the customer.

xi
The Indian Institute of Planning & Management, New Delhi 1
INTRODUCTION
The industry is estimated to be a US$ 34 billion industry with exports contributing 5 per
cent of the revenues. The growth of the Indian middle class with increasing purchasing
power along with the strong growth of the economy over the past few years has attracted
global major auto manufacturers to the Indian market. Moreover, India provides trained
manpower at competitive costs making India a favoured global manufacturing hub. The
Indian automobile industry is going through a technological change where each firm is
engaged in changing its processes and technologies to maintain the competitive
advantage and provide customers with the optimized products and services. The de-
licensing of the sector in 1991 and the subsequent opening up of 100 per cent foreign
direct investment (FDI) through the automatic route marked the beginning of a new
era for the Indian automotive industry. Since then almost all the global major
automobile players have set up their facilities in India taking the level of production of
vehicles from 2 million in 1991 to 10.83 million in 200708.
Stagnation of the auto sector in markets such as Europe, US and Japan on the other, have
resulted in shifting of new capacities and flow of capital to the Indian auto industry. The
Indian automobile industry has been growing at the rate of 1527 per cent over the past
five years. In two wheelers industry, Indian companies are the largest manufacturers in
the world. Bikes are a major segment in the industry, the other two being scooters and
mopeds. Moreover, Indian car makers are earning acclaim worldwide. The home-grown
automaker, Maruti Suzuki has emerged as the fourth most reputed among auto
companies in the world, even ahead of its parent Suzuki Motor Co of Japan,
according to the Global 200: The World's Best Corporate Reputations list, compiled by
US-based Reputation Institute.

EVOLUTION OF THE INDIAN AUTOMOBILE INDUSTRY
Pre 1983 1983-1993 1993-2007
Closed market Suzuki, Japan and GOI De-licensing of the sector

joint venture to form Maruti in 1993
Growth of market limited
Udyog
by supply Global major OEMs start
Joint ventures with assembly in India
Outdated models
companies in commercial
(GM, Ford, Honda,
vehicles and components
Hyundai, etc.)
Imports allowed from
Players Players April 2001; alignment
Hindustan Motors Maruti Udyog of duty on components and

parts to ASEAN
Premier Hindustan Motors
levels
Telco Premier
Implementation of VAT
Ashok Leyland Telco
Mahindra & Mahindra Ashok Leyland
Mahindra & Mahindra
PRODUCTION: INDIA AS THE MANUFACTURING HUB
India with its rapidly growing middle class, market-oriented stable economy, availability
of trained manpower at competitive cost, fairly well-developed credit and financing
facilities and local availability of almost all the raw materials at a competitive cost has
emerged as one of the favourite investment destinations for the automotive
manufacturers.

Japanese auto major, Nissan Motor Co, has identified India as one of the five low-
cost countries to manufacture its new generation compact cars, including the
Micro.
Hyundai has made India its global hub for manufacturing small cars. It will invest
US$ 1 billion in its second plant in Chennai by 2013. In addition, it is also
investing US$ 40 million in its R&D facility in Hyderabad.
General Motors has so far invested about US$ 1 billion into its Indian operations.
It has already started production of its small car, Spark in its new Talegaon factory
in Maharashtra, which has been set up with an investment of US$ 300 million.
Mercedes-Benz will invest about US$ 64. 21 million in its plant at Chakan near
Pune, which would begin operations in February-March next year. The plant
would have a production capacity of 2,500 trucks and buses and 10,000 cars over
two shifts per year.
Renault has entered into 50:50 joint ventures with Nissan Motors and together
they have set up a manufacturing facility near Chennai at a cost of US$ 901.35
million to deliver 400,000 cars annually.
Skoda Auto plans to make India its regional manufacturing hub. It will start
producing cars in India by 2010 with a manufacturing target of 50,000 units.
Besides the domestic market, these will also be exported to neighbouring
countries like Nepal, Sri Lanka, Burma and Bangladesh.
DOMESTIC MARKET
According to the Society of Indian Automobile Manufacturers (SIAM), the Indian auto
industry recorded a production growth of 8.39 per cent during the current fiscal year till
October 2008, over the same period in the previous fiscal.
SALES

The growth of the passenger vehicles segment during AprilOctober 2008 was 4.87 per
cent over the same period, the previous year. Passenger cars grew by 3.51 per cent, utility
vehicles by 6.33 per cent and multi-purpose vehicles by 18.15 per cent in this period.
However, cumulative sales of commercial vehicles segment registered a decline during
the period. The segment registered a decline of 2.97 per cent during AprilOctober 2008
as compared to the same period last year.
In the three-wheelers segment, passenger carriers grew by 19.64 per cent during April-
October 2008.
Two-wheelers registered a growth of 6.65 per cent during AprilOctober 2008. Mopeds,
motorcycles and scooters grew by 4.77 per cent, 6.59 per cent and 6.79 per cent,
respectively. Electric two-wheelers segment also grew by 54.25 per cent.
INDIA AS THE EXPORT HUB
In terms of manufacturing excellence and availability of low-cost quality components as

well as a fast expanding domestic market, India is all set to become the global export hub
of the automobile industry. The exports markets have helped carmakers such as Maruti
Suzuki and Hyundai Motor India post greater sales overseas than in the domestic market.
According to the figures released by SIAM, the period from AprilOctober 2008 saw
automobile exports registering a growth of 29.36 per cent.
As the world moves away from big cars to smaller makes, owing to high fuel costs and
general recessionary trends, the small car advantage presents a huge business opportunity
for car makers in India. The Indian car market accounts for 71 per cent of small cars,
while in China it accounts for 33 per cent.
Home-grown auto major, Maruti Suzuki, the country's largest car maker, currently
exports Alto, M800, Omni, Wagon R and Zen Estilo to non-European markets such as
Chile, UAE, Algeria and East Africa. The Japanese car maker, which exported 53,000
units in 200708, will up it to 200,000 units by 2010.

Korean car maker Hyundai exports 40 per cent of its small car production, primarily
'i10' and 'Santro', which sells as 'Autos' in 97 countries across the world. The sales of
its newly-launched compact car i10 touched 106,749 units in the overseas markets
within seven months of being launched in December 2007.
As a part of its strategy to make India an export hub for compact cars, Hyundai Motors
has raised production to 0.6 million units per annum.
The latest addition to the list is Nissan, which plans to buy 50,000 A-Star compact cars
from its rival Maruti Suzuki and export to markets in Europe as well as make small cars
in India and start exporting it to Latin American and African countries by 2010. The car
makers in the markets like Latin America and Europe too have ramped up sourcing orders
of small cars from Indian companies.
FDI, MERGERS, ACQUISITIONS AND JOINT VENTURES
In sync with the dynamics of an open market, mergers and acquisitions and joint ventures
have continued to be the driving force in the Indian automobile industry. Leading
Japanese, Korean, European, French, Italian and American automobile companies have
either set up their own manufacturing base in India or have tied up with Indian
automotive firms to roll out new products from Indian market. The list includes Toyota,
Nissan, Renault, Fiat, Honda, Kawasaki, Cummins and many more. On the other hand,
Indian companies have also been bullish in acquiring foreign automobile companies to
reinforce their presence in the global market.
The biggest acquisition in the first half of 2008 has been the Tata Motors' acquisition of
Jaguar-Land Rover from US automobile firm for US$ 2.3 billion. During this period,
another auto major, Mahindra & Mahindra has acquired three Italian companies - G
R Grafica Ricerca, Metalcastello and Engines Engineering. Another event is Daimler
AG's acquisition of 26 per cent stake in Sutlej Motors.
The prominent private equity deals in the first half of the year include Golbot Holding's
(a Goldman Sach arm) 3.68 per cent stake in M&M for US$ 175 million, AIG Global

Investment's US$ 20 million in Unipart, AIG's 14.5 per cent in Kinetic Engineering and
Phi Advisors' 10 per cent in M&M's subsidiary First Choice.
EMERGING TRENDS: SMALL CARS, HYBRID CARS
One of the innovative cars which is prominent in existence in the southern zone of India
is the electric car, Reva. Reva has now begun to capture other markets too, with emphasis
shifting to saving fuel. Other carmakers such as Hero Electric and M&M are coming
out with electric versions.
Recently, after the launch of Nano by Tata Motors, the global automotive market has
shifted its focus on the huge potential of small car segment. The landmark innovation has
shed light on a vast market of potential consumers who were hitherto unable to afford a
car.
The Invest India Incomes and Savings Survey 2007, by IIMS Data works, and another
study by CRISIL Research suggest that there is a huge demand base for entry level cars
in India. The immediate potential demand base for a car of 1.6 million units, according to
the former, is based on the respondents, who do not own a car at present but aspire to
own one in the next 12 months. Nearly all automotive giants have geared up towards
leveraging the prospect of this segment.
Quite a few of Indian auto-makersMaruti-Suzuki with its 'Splash' and 'A

Star', Hyundai with 'i20', Fiat with 'Grande Punto'plan to roll out new small
car models by the end of 2008.
General Motors plans to roll out its new mini car next year from its Talegaon
plant, near Pune. This will be followed by the launch of a sedan category car
named Cruz by 2010.
Tata Motors is also set to offer an all-new version of its Indica, which has lured
the Indian auto consumer segment for the last many years.

Many new players would also make an entry into the small car segment. Honda,
with its much-awaited 'Jazz', and Volkswagen, with an Indian version of its
popular 'Polo compact', are among the prominent ones.
Global biggies like Toyota and General Motors are also expected to join the
bandwagon by 2010.
Apart from that it is the hybrid car that has caught the attention of the Indian auto
manufacturers. India's first hybrid car, Honda's 'Civic' sedan has been
launched in June 2008.
Following the precedence, home-grown majors like, Tata Motors and Mahindra &
Mahindra are developing hybrid cars.
Even BMW is planning to introduce its hybrid car to India within two years of its
global launch due in the next 18 months.
AUTOMOTIVE MISSION PLAN 20062016
The vision of the Automotive Mission Plan (AMP) 20062016 is to emerge as the
destination of choice in the world for design and manufacture of automobiles and auto
components with output reaching a level of US$ 145 billion accounting for more than 10
per cent of the GDP and providing additional employment to 25 million people by 2016.
As per the AMP, it is estimated that the total turnover of the automotive industry in India
would be in the order of US$ 122 billion159 billion in 2016. It is expected that in real
terms, India would continue to enjoy its eminent position of being the largest tractor and
three-wheeler manufacturers in the world and the worlds second largest two-wheeler
manufacturer. By 2016, India would emerge as the worlds seventh largest car
producer (as compared to the eleventh largest currently) and retain the fourth largest
position in world truck manufacturing sector. Further, by 2016, the automotive
sector would double its contribution to the countrys GDP from current levels of 5
per cent to 10 per cent.

LEADING PLAYERS AND SEGMENTS IN WHICH THEY OPERATE
Manufacturer Segments
Ashok Leyland LCVs, M&HCVs, Buses
Asian Motor Works M&HCVs
Atul Auto Three wheelers
Bajaj Auto Two and Three Wheelers
BMW India Cars and MUVs
Daimler Chrysler India Cars
Eicher Motors LCVs, M&HCVs, Buses
Electrotherm India Electric Two Wheelers
Fiat India Cars
Force Motors Three Wheelers, MUVs and LCVs
Ford India Cars and MUVs
General Motors India Cars & MUVs
Hero Honda Motors Two Wheelers
Hindustan Motors Cars, MUVs and LCVs
Honda Two Wheelers, Cars and MUVs
Hyundai Motors Cars and MUVs
Kinetic Motor Two Wheelers
Mahindra & Mahindra Three Wheelers, Cars, MUVs, LCVs

Majestic Auto Three Wheelers
Maruti Suzuki Cars, MUVs
Piaggio Three Wheelers, LCVs
Reva Electric Car Co. Electric Cars
Royal Enfield Motors Two Wheelers
Scooters India Three Wheelers
Skoda Auto India Cars
Suzuki Motorcycles Two Wheelers
Swaraj Mazda Ltd. LCVs, M&HCVSs, Buses
Tata Motors Cars, MUVs, LCVs, M&HCVs, Buses
Tatra Vectra Motors M&HCVs
Toyota Kirloskar Cars, MUVs
TVS Motor Co. Two Wheelers
Volvo India M&HCVs, Buses
Yamaha Motor India Two Wheelers

MARKET RESEARCH
Market research often refers to either primary or secondary research. Secondary

research involves a company using information compiled from various sources, which is
about a new or existing product.. Primary market research involves qualitative research
(such as focus groups or one-on-one interviews) and quantitative research (such as
surveys) as well as field tests or observations conducted for or tailored specifically to that
product. Primary research, which is also called field research or original research, is
useful for finding new information and getting customers' views on products.
SCORPIO
Having defined the competitive framework, the next task undertaken was that of
analyzing the consumer. Consumer segments of B and C category car buyers were
analyzed in terms of their expectations from a car, their perceptions about cars and their
relationship. Proprietary techniques of research, of the advertising agency Interface
Communications, like Mind & Mood, ICON and VIP were used to understand this
consumer. The findings were:
* Size matters- big size stands for status
* Consumers seek latest technology
* Imagery but at affordable prices
* The sheer thrill and passion of driving an SUV
* Power of the vehicle makes a statement
* But along with the others, luxury was a very important parameter
* International vehicles define imagery

SUVs like Pajero, Land Cruiser and Prado are seen as urban vehicles for the rich and
famous consumers aspire to own these vehicles as the imagery of these vehicles has
become very desirable.
Consumers want to consume premium imagery at prices affordable to them
The Marketing Environment
Marketing environment consists of the actors and forces outside marketing that affect
marketing managements ability to build and maintain successful relationships with target
customers. The marketing environment offers both opportunities and threats. The
environment continues to change rapidly. The marketing environment is made up of
Micro-environment and Macro-environment.
The Micro environment consists of the actors close to the company that affect its ability
to serve its customers. These actors are: the company, suppliers, marketing
intermediaries, customer markets, competitors and publics.
The Macro environment consists of the larger societal forces that affect the
microenvironment. These forces are: demographic, economic, natural, technological,
political and cultural forces.
GM STUXX
THE DEMOGRAPHIC ENVIRONMENT
The demographic position will be on the United States. Since, the target market is for the
middle class; it will provide a boost for the 32% of the total population. This product will
produce a superior value to customers who always value the brand. Also, it will keep the
popularity of the product at their trend. In this case, more and more customers will be
able to keep this product if it satisfies their condition. Additionally, the middle class
group will be loyal to this product brand and as generation goes by; this product will be
there forever. On the other hand, this product is also designed for students, and working
class people. This is due to the fancy and environmental design.

Students will be so grateful to have fancy car while the working class group will tend to
afford such an affordable environmental car design.
THE NATURAL ENVIRONMENT
This product is basically designed to reduce the carbon emission from fuels and help to
preserve our environment. It is very important to design such car to help decrease the rate
of carbon dioxide from the air and provide a better condition to tackle global warming.
This car will provide a boost to the natural environment because it is safer and has an
image to be friendlier to the environment itself. In this case, more and more people will
tend to buy such car to protect the environment by reducing the carbon emission to the
air.
THE ECONOMICAL ENVIRONMENT
The world is facing a shortage of fuel and it has become an economical crisis to every
country. This is evidence as the price of fuel is increasing and the probability of the price
of a barrel to increase at any day is very high. Therefore, this product will help customers
to save money because it consumes less fuel. The fuel consumption is one of the best
criteria based on this product. On the other hand, customers will be able to satisfy with
this kind of product because it is not too expensive and everybody has the privilege to
afford one. This product will satisfy the superior value of all different customers since it
has a very good design to solve to fuel shortage, less expensive, and can be affordable to
anyone.
THE TECHNOLOGICAL ENVIRONMENT
The fastest growing of information technology helps this product to be at its best. Its
design is basically provided with the help of information technology. Looking at its
design, this product benefits a lot from the technological sectors. This proves that this
product is favourable to the environment. Also, this product can be modified or even
upgraded to the standard where it will be suitable at any environmental condition. The

Information technology is very effective in letting this product to be very efficient. In this
case, it helps customers to satisfy this kind of product in this technological environment.
THE SOCIAL AND CULTURAL ENVIRONMENT
It is believed that protecting the environment is a great concern. Therefore, this product is
purposely designed to be environmentally friendly. As a result, most people in the United
States and elsewhere are willing to offer such kind of product to save the environment. If
more and more people are keen to buy such kind of product then the environment would
be safe at any cost. Consequently, people will be more supportive to save what is best for
the communities and the environment.
SEGMENTATION
The marketer does not create the segments; the marketers task is to identify the segments
and decide which one(s) to target. Segment marketing offers several benefits over mass
marketing. The company can create a more fine-tuned product or service offering and
price it appropriately for the target segment. The company can more easily select the best
distribution and communication channels, and it will also have a clearer picture of its
competitors, which are the companies going after the same segment.
In the context of automotive sector, we would be classifying it in the following ways-:
BASED ON THE PRICE OF THE CAR
BASED ON THE LENGTH OF THE CAR
BASED ON THE USER SEGMENT
BASED ON THE PRICE OF THE CAR
On the basis of price of car we can segment the car in following ways-:
Economy Segment

o The economy segment of car ranges up to Rs. 2.5 lacs. The products in ths
segment are Maruti 800, Alto and the newly launched product of TATA
motors i.e. NANO.
Mid- Size Segment
o The mid-size segment of car ranges from 2.5 lacs to 4.5 lacs. It includes
the products like Hyundai santro, Maruti zen, Tata Indica etc.
Luxury car segment
o The luxury segment of car ranges from 4.5 lacs to 10 lacs. It includes the
products like Honda city, Hyundai Verna, Mahindra Scorpio etc.
Super luxury car segment
o The super luxury segment of car ranges above 10 lacs. This segment
satisfies the elite class of the society. It includes the products like Skoda
Laura, Honda Accord, BMW, Mercedes, Audi etc.
BASED ON THE LENGTH OF THE CAR
A segment- Cars that are less than 3.5 meters long (800, omni)
B segment- Cars between 3.5 meters to 4 meters long( Zen, SX4, Santro)
C Segment- Cars between 4 meters to 4.5 meters long (Verna, Honda city, ford
fiesta)
D segment- Cars that are more than 4.5 meters long( Mercedez, Sonata, Accord,
Skoda)

COMPANY PROFILE
The demand for Indian goods and services during the year exceeded expectations. The
increased demand was met through high levels of production of domestic products and
also the availability of international brands.
The automobile sector had its best year ever, while commercial sales remained strong
through out the years, the passengers car segment saw record sales level. Consumer
demand was for the filled by the excitement over the foreign cars, which were been
introduced, and the Indian consumers for the first had a real change to choose.
THE NEED FOR CRUCIAL INFRASTRUCTURE
Despite what may happen in the short term, there is sufficient ground to believe that India
will continue to have an encouraging of industrial activity and a correspondingly healthy
consumer demand in future demands.
The requirements of passengers cars or passenger is expected to grow substantially. The

limiting factor will continue to be the level of supporting infrastructure in the form of
powers, roads and communications. The national infrastructure has woefully lagged
behind the pace of industrial growth and in many areas of country; industries have been
limping, due to the in adequacy of the support to this crucial aspect of Indias
development. The important of realistically up grading the national infrastructures to
internationally acceptable standards should transcend all interests or subjective
consideration. Hyundai the Korean company is out with different range of cars. Here we
are out with B segment car Santro. The No.1 driving pleasure on Indian Roads,
Santros wining technology is now making waves across the world. Hyundai India
recently flagged off Santros consignment to Algeria, Indonesia, Sri Lanka, Pakistan, and
Nepal and to the Hyundais motherland Korea.
This is for the first time in Indian automobiles history that an international product was
first launched in India and then taken across continents.

The debut has been a phenomenal phase of the success for Santro with its international
looks, technology and service; Santro will continue to rule hearts for years to come
SANTRO BORN TO LEAD:
SANTRO means
Safety
Affordability
Nascent
Technology
Ruggedness
Opulence
SANTRO means Car for India in Greek language Its the small car with Avant-grade
tall boy design. Its spacious, stylish, powerful, versatile, safe economic, and justly
rightly priced. It is the small complete family car. No surprises within just one full year
of operation, Santro has not only made Hyundai the second largest car market in India,
but has won millions of hearts across the world.
Making the foray of Hyundai in the Indian automobiles market. Santro was launched in
October 1998. And then began a success story par excellence, within three months of the
launch, Santro sales crossed the 10,000 mark and in next 16 months, it crossed 1 lakh-
creating record in the history of Indian automobiles industry by being the fastest to reach
the milestone. Last November Santros customer base expanded to 1.5 Lakhs.
With the popular campaign was initiated Hyundais long-term relationship with Indian
customers. A relationship that does not end with buying a Santro, but goes on for life.
Each Santro is the result of painstaking efforts of Hyundai family to ensure quality that
lasts for life. At present Hyundai has 100 service stations and more than 1,50,000
delighted customers already.
Customer Satisfaction is not the end but the means to innovate further. Constantly
listening to customers changing needs enables Hyundai to continue giving more value to
them by introducing newer technology and designs. An outcome of this pursuit was the

Santro Zip Drive, a stylish Santro avatar with power steering so that now its customers
Dont drive Just Zip.
The rewards of listening have started to show for Santro and Hyundai. In recently
conducted JD Power Asia Pacific Initial Quality Study (IQS) and APPEAL (Automatic
Performance, Execution and Layout) study, the Santro emerged as the top quality, top
APPEAL car in the small car segment based on actual responses from Hyundai customers
in India.
The JD Power Asia Pacific that conducts customer satisfaction research on various
parameters like quality, after sales service, APPEAL, in addition to consulting in the
automobiles, ranked Santro the top quality car in the small car segment. Amongst the
new car buyers, the evolving Indian customers have given the highest quality rating to the
Santro in the Initial Quality Study (IQS). Close to the Santro was its company cousin the
Accent that was ranked the second best quality car in the mid-size segment.
This result was arrived following a study that examined initial vehicle quality at three to
five months of ownership.
HMIL SALES: UP FURTHER UP:
Santro is the small car sales in India. Hyundai the manufacturer of Santro is not only the
second largest manufacturer of passenger cars, but also the market leader in small and
mid-size segments. Having crossed the previous year (Jan-Dec.) sale of 58,629 units in
only 12 months, HMIL took a big leap during the same period in the year 2000 by selling
a record of 85, 448 cars; this is close to 42% growth over the last years performances.
Santro occupied the leaders position with the sale of 68,606 units, while 16,842 units of
Accent were sold.
Santro, the first offering from Koreas largest car manufacturer, had earlier set a record
for the fastest sale of 50,000 units, achieved in just less than 50 weeks, since its launch in
India. The car repeated this feat with the fastest sale of 1,00,000 units in about 19
months.

HMIL enters the New Year with a commitment to further growth riding on a high level of
customer satisfaction and produces quality; Hyundai Motor India is targeting a new
mask in car sales in the Indian market.
November 29, 2009 was another big day for Hyundai Motor India Limited when
1,50,000th car rolled out of its Chennai plant. The production volume of 1,50,000 car was
achieved in just over two years time, making it one of the fastest in the history of the
Indian automobiles industry and possibly a record in itself.
Hyundais current offerings Santro and Accent have become preferred choice of
customers, as reflected in the year 2000. JD Power Initial Quality Study (IQS) and
APPEAL ratings. The success of Hyundai cars lies in the introduction of advance
technology that has redefined quality and satisfaction level among customers. Backed by
this high level of customer satisfaction, Hyundai Motor India exhibited an excellent
growth performance in the year 2000.
A PEOPLES COMPANY
CUSTOMER SATISFACTION & EMPLOYEES WELFARE
Hyundai offers a rewarding career for our 47,000 plus associates; the most meaningful
measure of our success is the satisfaction of a rewarding career at Hyundai and the
opportunity to reap the fruits of our growth through enhanced benefit programs such as
our housing assistants program, opportunities for advanced educational and training.
ustomer satisfaction and employee welfare, by introducing a steady stream of innovative

services, Hyundai is closely in tune with the changing needs of the customer.
1. Green Service:

The latest campaign to increase customer satisfaction, strives for perfection, punctually,
hospitality and neatness.
2. One-Cell Service:
To maximum customer convenience, the company recently introduced One-Cell Service

which provides round-the-clock service and advice on all matters relating to automotive
ownership. And its just a phone call away. Theres a lot more to Hyundai than just
cars. . Were peoples company.
We strive to set the standard for corporate civic-mindedness through a variety of

philanthropic programs:
National Childrens Painting Content
Intensive foreign language training courses
Enlarging the national automotive engineering knowledge base
Sponsoring a wide range of community activities.
Hyundai exceeds annual sales target of 52,000 units in 11 months by selling 6301
units in November 09.
Rate of growth of 40% in April-June 2009 quarter [12,684 sales] over Jan-March
2009 quarter [9,200 sales].
Chennai plant to go into 2nd shift production to step up production volumes and
reduce customer waiting period.
April 27th, 2000 The 100,000th car rolled out of the Hyundai Motor factory at
Irrangattukottai near Chennai on April 27th, thus achieving the fastest market penetration
in the history of the Indian automobile industry.

March 31, 2000 HYUNDAI MOTOR INDIA POSTS Rs. 2,310 Crores Turnover for
2009-2000.
Hyundai Motor India Ltd., the countrys 2nd largest car manufacturer as registered a total
sales turnover of Rs.2,310 Crores in the financial year ended March 31, 2000, which
reflects a growth of about 355.6% over the sales turnover of Rs.507 crores achieved in
the previous financial year. The aggregate sales for the financial year 2009-2000 stood at
75,661 units registering a 328.7% sales growth over 17,647 units sold a fiscal year ended
March 31, 2009. The company notched up total sales of 6,209 units of the Accent and
6,418 units of the Santro for the month of March, thus grossing cumulative of 93,312
units of Accent and the Santro in the country as on March 31, 2000. The sales for the
month April 2000 stood at 1,720 units of Accent and 5,603 units of Santro.
January 2000 Hyundai Motor India begins the new millennium in style Hyundai Motor
India, the countrys 2nd largest car manufacturer, began the Year 2000 with great success
as both its car Santro and Accent become the highest selling brands in their respective
segments in the month of January 2000. The company achieved its highest sales over of
8,645 units by selling 7,402 units of Santro.
Hyundai India sells 6,116 cars in June.
THE LUXURY SEDAN SONATA SALES CROSSES MORE THAN 1,000 UNITS
IN JUST OVER 4 MONTHS:
HUNDAI MOTOR INDIA LIMITED crossed another milestone in Indian automobile

industry with its latest entrant. The luxury sedan Sonata clocking sales of more
than 100 units in just 4 months time, ending November 2001. HMIL however sold a
total of 7,139 in the month of November. Sonata, in its sixth generation, celebrated its
launch in India in July this year, just six months after its introduction in Korea in January
and two months after the launch in U.S. introduced in the Indian market as a feature-rich
big car, Sonata sales have continued to increase every month and it reigned number one
car in the D-segment in September and October 2001. Hyundai sold a total of 7,734 units
in October this year with its latest eternant the luxury sedan Sonata-reigning number in

the D-segment registering a total sale of 351 units. Accent was once again the leader in
its segment registering a sale of 1415 units while HMILs flagship brand Santro
registering a sale of 5,968 units. In the first six months (April-September 2001)
HMIL has sold 45,834 units a growth of about 4.5% over the same period last financial
year when the sale stood at 43,847 cars. The total sales during January September 2001
has been 71,738 units, an increase of 5.15% over the same period last year.
SOME MODELS OF SANTRO XING
HYUNDAI SANTRO XING XP
With AC
Heater (Euro-II complaint R-132 Gas used).
Read door child safety locks.
Bridgestone Radial tyres
All four doors with dual impact bars.
Roof impact and front impact bars.
Collapsible steering column.
Coin slotter.
Cup holders.
All four head rest.
Colour; Metallic / Non-Metallic

HYUNDAI SANTRO XING XS
With AC
Heater (Euro-II complaint R-132 Gas used)
Bridgestone Radial tyres.
Coin slotter and Cup holders.
All four seats head rest.
Power windows.
Central locking system.
Tinted glasses.
Fog lamps, rear wiper, rear De-Fogger.
Wheel Caps.
Power Steering.
Day and Night Mirrors, LH and RH mirrors.
Remote tail gate and fuel aller.
Colour; Metallic / Non Metallic

HYUNDAI SANTRO XING XG
With AC
Bridgestone Radial Tyres.
Coin slotter and Cup holders and cigarette lighter.
All four seats head rest.
Power windows and power steering.
Body colored bumpers.
Tinted glasses.
Fog lamps, rear wiper, rear De-Fogger.
Day and Night Mirrors, LH and RH mirrors.
Remote tail gate and fuel aller.
Rear seat belts and leather strapped steering wheel.
Colour Metallic / Non-Metallic.

HYUNDAI SANTRO
With AC
Adjustable front and rear seats, head rest.
Clutch footrest.
Cross bar under dash panel.
Rear doors child safety locks.
Double fold best rear seat.
RH mirror.
Power steering.
Co lour Metallic / Non-Metallic
COMPETITION ANALYSIS
Today, every company is facing a competition in many ways. In competitive market the
consumer are industrial user is the king and the purchaser who decide what to purchase
and what not to purchase as per its likings, advices from others and his personal
experiences.
In case of industrial goods the attitudes of purchaser differ from what of consumer goods
because:
1. The purchased goods are durable.
2. There must be benefit following on investment made.

3. In case of industrial equipment and machinery they should be free from frequent
troubles and should have expected life giving Satisfactory services.
THE SANTRO AUTOMATIC TRANSMISSION New 4 speed automatic

transmission
Now enjoy the freedom from stick gear shifting and frequent clutch pedaling with the
new Santro automatic. With electronically controlled intelligent power train system,
Santro automatic offers most relaxed way to busy city motoring. The 4 speed
transmission features a compact ultra light weight gear train, high performance torque
converter and hydraulic electronic control, offering 4 forward gears ratio to deliver a
wide array of speed and power to search ahead or retard as per your need.
The Hyundai is a stunning example of modern automobile design in a continuous

customer feed back driven advancement. Coupled with now legendary performance and
functionality is new symbol of power.
The new advanced 1.1 LDDLI engine.
Complementing its performance are the elements of comfort. Be it variable assist power
steering, the superior ergonomics of controls are the superbly engineered seats. All
keeping in mind the comfort of occupants given on long Distance hauls. Adding to that,
so step into the Santro. And change your world.
THE SANTRO ZIP PLUS
SANTRO ZIP PLUS
Manualverability with power Steering:
With the Zip Drive, Hyundai brought the ease, comfort, safety and the fun of power
Steering to every body. With power Steering lock-to-lock turn of the steering wheel is
substantially lesser, the effort required to turn the wheel is minimal. So now, squeezing
into difficult parking lots negotiating the rush hour traffic. Is not just effortless but fun,

as well. Ability to absorb jerks of pot holed roads and much greater control of the
steering wheel not only helps you to glide over the roads but also provides enhanced
safety in case of accidents like bursting tyres. Zip plus with second generation Hyundai
Epsilon engine is now here for you to enjoy the thrills of sports car like performance with
absolute control of power steering.
The SANTRO Zip Plus with high power and Fuel Efficiencys E-Epsilon
Superior Engine
12V SOHC / 63ps @ 5500 rpm
9.1 kgm of torque@4000rpm
The amazingly high powered sports car performance of the Hyundai Santro comes from
its 12V SOHC Epsilon engine and its impressive power to weight ratio. Its in line 4
cylinder, 1086cc engine is fired by a Dual Coil Distributor less ignition System (DDLI),
developing 63ps @ 5500 rpm and 9.1 kgm of torque @ 4000 rpm. The DDLI system
does away with the distributor that wears away and needs periodic replacement, thereby
reducing maintenance cost Also the DDLI system allows for more precise control of
spark timing resulting in improved fuel efficiency, reduced emission and increased power.
No wonder Santro well exceeds the Euro-11 norms.
The Other models of Hyundai
ACCENT
ACCENT TORNADO
The power to excite Tornado
Accent GLX

Youve evolved as you have gone from one milestone in your life to another. The Accent
GLX is your perfect companion in the journey. Breathe taking in appearance, it scores
distinctively in design and performance.
Accent GLS
For those who want the best of everything, the Accent GLS is a dream come true.
Unbeatable styling, power accessories, gripping design, this one is for the true of car
enthusiast.
Accent GVS
A premium car with a not so premium priced.
The new Accent GVS enhoes the spirit of smooth luxury, without burning any holes in
your pocket.
ACCENT CRDI
NEW ACCENT DIESEL WITH COMMON RAIL DIRECT INJECTION
SONOTA
A ROYAL POSSESSION
Royalty, an integral part of the Indian culture, manifests itself in different forms in
different regions. Living up to the royalty standards, Hyundai motor India lost no time in
offering its luxury sedan to the Indian automobile market. The select cities launch of the
Sonata in July has brought cheers amongst the connoisseurs of cars as the royalty and it
believers pitched into acquire the new luxury symbol of automobiles.

SONOTA GLS AND SONOTA GOLD are the 2 models of Sonata.
Important Dt. Mile Stone
23/10/2003 HMIL launches Sonata 2.7 V6
10/10/2003 HMIL launches Accent CRDi
06/09/2002 HMIL launches Santro Automatic Transmission
16/08/2002 HMIL launches the Accent Viva
26/06/2002 HMIL Rolls out the 300,000th Car
18/03/2002 HMIL Launches 1.1L New Santro zip Plus
22/11/2001 Santro Ranked No.1 in JD power Asia Pacific 2001 Initial Quality study.
05/10/2001 Launch of the Accent Tornado
18/07/2001 Launch of the Luxury Sedan Sonata
04/12/2000 Profit of Rs. 67.61 crore returned in the very first full year of operations.
29/11/2000 Roll out of the 15,000th car from Chennai Plant in just 25 months.
29/09/2000 Launch of the Accent GLX
21/07/2000 An export-shipment of 760 Accent plus Santro cars rolls out of the Chennai
Port for Algeria
21/06/2000 Launch of Diesel version of Hyundai Accent.
08/05/2000 Launch of Santro Zip Drive
27/07/2000 100,000th Car roll-out from the Chennai plant Assembly Line in just 19
months of its operations.

15/02/2000 Hyundai Santro launch campaign starring Shah Rukh Khan awarded the
global Advertising Marketing Effectiveness Award by New York Festivals.
14/10/2009 Launch of Hyundai Accent.
02/08/2009 Chennai plant goes into 2nd shift production to step up Production volumes
and reduce customer waiting period.
31/03/2009 HMIL ends the financial year 1998-2009 with total sales of 17,647 units of
Santro; Becomes second largest auto-manufacturer in the country.
14/10/1998 National delivery of Santro commences.
23/09/1998 Hyundai Santro makes its world debute in India.
09/09/1998 Commercial Production at plant begins.
27/05/1998 Pilot production of Santro at plant begins within a record 17 months of

ground breaking.
10/12/1996 Ground-breaking ceremony at the Irrungattukottai plant near Chennai
06/05/1996 Government of Indias approval for 100% subsidiary; Company incorporated.
CUSTOMER SATISFACTION COMES FIRST
1. Picking up and home delivery of service vehicles.
2. Drop back facility for service customers.
3. Mobile and breakdown service round the clock.
4. Customer complaint handling cell.
5. Do it yourself class for the customers once in a month.
6. 100% final inspection and analysis.

7. 100% post service follow-up and analysis.
8. Repeat job analysis.
9. Conducting free service camps for outstation customers every month.
10. 2 Years warranty at unlimited mileage.
CHANGES AT WORKSHOP TO UPGRADE SERVICES
1. Pneumatic Tools on every alternative day.
2. User friendly tools trolleys.
3. Quick repair facility.
4. Car on Call door step pickup service.
5. Drop back facility for service customers.
6. Separate oil change days.
7. In house training facility.
8. Open on Sunday also.
9. Round the clock breakdown service.
10. Hyundai trained service advisors and technicians.
a) The most important factor is that the quality of the service is good in TRIDENT
HYUNDAI MOTORS.
b) The labour charges are reasonable.
c) Facilities like delivery, service and repairs will be provided very quickly and promptly.

d) Politeness toward the customers when attending their problem and analyzing the
problem of the vehicle.
COMPARISON OF HYUNDAI WITH COMPETITORS
There is keen competition to HYUNDAI the main competitors is MARUTI,

FORD,OPEL,HINDUSTAN MOTORES,HONDA.
HYUNDAI is perceived as a vehicle for own use.
HYUNDAI has more comfort, more spaciousness than their compitator vehicle.
Looks of the HYUNDAI is very good, compared other vehicles.
Trident Hyundai has the following promotional measures.
1. The sign boards and hoarding are kept all over the city.
2. Display the product in the showroom.
3. If a new vehicle is launched they display the vehicle at showroom.
Demonstration:
If any melas, Fairs is conducted in the city, then the vehicle kept for demo and sale
person will describe the vehicle and distribute the pamphlets and cataloges.
Test Drive:
Customer need to have test drive for newly introduced vehicle because he wants to know
the vehicle, so Trident Hyundai provides test drive to customer.
Customer Meet:

Taking old customer into consideration, Trident Hyundai call for the customer meet, in
that, they discuss about the vehicle so they may buy the vehicle or they will advice their
friends, relatives or neighbours.
Finance Scheme:
Here the bank manager and non-banking financial institution will meet and they will
finance for vehicle at certain rate of interest. The finance is provided by Hyundai
Finance as well as banks.
FUNCTIONAL AREA ANALYSIS
The dealership include department which are controlled by respective heads having well
experienced and dynamic persons. The company has established systems for its smooth
operation in all department.
DEPARTMENT OF THE COMPANY:
1. Sales
2. Workshop or service
3. Spare parts.
The Functions of these departments are as follows:
1. Sales:
After the loan process gets over the customer makes the payment to the dealer and
collects the vehicle of his choice along with all the relevant documents. The vehicle is
delivered to the customer after detailed pre delivery inspection [PDI]. The customer is
also advised to bring his vehicle regularly to the workshop for services as specified in the
operators services book.
2. Workshop or Service:

Workshop or Service department is place where service and repairs have been done for
the HYUNDAI SANTRO vehicles.
The main function of this department is to provide service to all HYUNDAI vehicles. On
an average basis the dealer attends 10-15 vehicles.
FUNCTIONS OF WORKSHOP
1. FREE DELIVERY:
Every new vehicle before delivery is subjected to a detailed Check Up. Important nuts
and bolts are tightened again as per the recommended torque. The entire electrical are
checked. Change of all in the engine and other aggregates are also done as specified for
various HYUNDAI models. The vehicle is attended for greasing.
2. FREE SERVICE:
The first four services including the PDI are attended with free on labour. It is important
on the part of the customer to attend these services failing which the warranty will be null
and void.
3. SERVICES AND WARRANTY ON HYUNDAI :
The company agrees to replace or repair any item / aggregate failed before is expected
life due to material defect, bad workmanship. The warranty period for HYUNDAI is for
two year [unlimited Kms]. However it is obligatory on the part of the customer to bring
his vehicle for the regular services. There is an optional 3rd year warranty.
4. VEHICLE BREAK DOWN ATTENDANCE
The workshop also has a breakdown attending team headed by a supervisor. In case of
any failure of the vehicle in transit the team a deputes experts to set right the defect and

the vehicle will be brought to the workshop for a detailed diagnosis in case of sudden
break down the company gives the demo vehicle to the customer.
5. ACCIDENT REPAIRS:
All the spare parts have a number. It is codified based on codes they are grouped and
located systematically. The parts are stopped adequately based on consumption. The
recorder level is fixed for every item. Regularly the parts are procured from HYUNDAI .
The ABC analysis, Fast, Slow and Non-moving (FSN) parts analysis is in the system.
The parts are issued to the workshop on the indents. The spare parts department also sells
the parts across the counter. They also do arrive in the market.
Labour Force:
Every employee of the organization has to follow the rules and regulations very strictly.
There are skilled workers and efficient staff. These are important assets of the
organization.
Recruitment
Recruitment is made by advertisement as well as scrutinizing and interviewing the

candidate. Recruitment is also based on experience of the worker.
Training
In this company on the job training method is adopted to train the workers.
Wages and Salary Administration
Basic wages given to workers are fixed on the basis of minimum wages at 1948 and
various types of allowances are provided to the workers as well as to the office staff.
STRENGTH OF THE COMPANY

Separate showroom for cars.
Well equipped workshop with all infrastructural facilities.
Workshop is well supported by an organized spare parts division.
Their goodwill in the possess trained, sincere and efficient manpower to encounter
present market condition.
Established strong and transparent systems in all the departments.
We positional quality product.
Trained man power
Excellent marketing network for fixed coverage.

RESEARCH OBJECTIVE
The main objective of the study is to identify the consumer satisfaction with Hyundai
Cars.
To analysis the number and percentage of respondents owning Hyundai Car on the
basis of income, occupational level.
To analysis the percentage of respondents owning Hyundai on the basis of the causes
and sources of awareness.
To analysis the preference of Hyundai on the basis of price.
To analysis the result of consumer satisfaction on the basis of future purchase and
comparison of Hyundai with other brands.
A. Type of research is descriptive research by survey method.
B. Primary data is collected from the Hyundai owners and secondary data from
company profile, brochures.
C. Sample Size: 100 consumers who own Hyundai cars. Collection Method:
personal.
D. Tool: a structural questionnaire was prepared to collect information pertaining to

the study. The questionnaire was administered to Hyundai holders.
Primary data is collected directly by meeting the consumers who own Hyundai Cars and
the secondary data is collected by the company profile.

METHOD OF DATA ANALYSIS:
The data collected were grouped into research characteristics and further subjected to
segmentation and then the scores were obtained by using tally bars. The scores and
percentage are presented in tables, graphs and charts. By percentile inferences were
drawn. Every table for each test is represented through charts and graphs.

LITRATURE REVIEW
The last few decades have seen companies operating in a highly competitive
environment. The economy is referred to as
CUSTOMER DRIVEN
With firms allowing to customers to dictate specifications and quality standards and also
working out corporate strategies evolve around the consumer. However this is not an
easy task because the consumers are moving market and each consumer behaves uniquely
at the market place. The ultimate success of any marketing program will depend upon
the way the consumer behaves and whether his/her behavior is indicative of acceptance
of the product or services offering from the firms.
Consumer behavior is not predictable. Consumer needs are dynamic; therefore, he/she is
always looking for something new to satisfy new needs. This is the reason why the
consumer satisfaction has emerged as a separate research area of study since, the past few
decades. The study has been undertaken to determine CONSUMER SATISFACTION
the research has been taken up in analysis of CONSUMER SATISFACTION with
reference to HYUNDAI CARS in a customer driven, need based market.
CORE CONCEPTS OF MARKETING
Marketing is defined as a Social and Managerial process by which individuals and

groups obtain what they need and want through creating, offering and exchanging
products value with others
---- PHILIP KOTLER
The above definition of market rest on the following concepts:- A NEED is a state of felt
deprivation of some basic satisfaction. WANTS are desires for specific satisfiers of these
deeper needs.

DEMANDS are desires for specified products that are backed up by an ability and
willingness to buy them. Wants become demands when they are backed up by purchasing
power.
PRODUCTS are a bundle of utility that can be offered to a market of attention,

acquisition, use or consumption that might satisfy a need or a want.
VALUE is the customers estimate of this products overall capacity to satisfy his or her
needs, that is it a bundle of benefits, customer expect from a given product or service.
COST of the product depends on the customers value. The closeness of a product to an
ideal product determines the cost of the product to the customers value.
Since the industrial revolution, business management has undergone six district concepts
of marketing.
1. The Exchange Orientation.
2. The Product Orientation.
3. The Production Orientation.
4. The Sales orientation.
5. The Marketing Concepts.
6. Social Marketing Concept.
1. The Exchange Orientation :-
Marketing does involve exchange of a product between a seller and a buyer usually based
on money. But modern marketing is not merely an exchange operation. Marketing has
now a much wider connotation it covers search of unmet customer wants formulation of
marketing strategies, marketing mix, creative selling and advertising, serving the

customer and so on. All these other vital ingredients of marketing are conveniently
forgotten in exchange oriented marketing approach.
2. The Product Orientation:-
Management firmly believes that if the product has superb features, quality and
performance customer response is bound to be favorable and all promotion efforts are
needless. This was the marketing philosophy till 1930. Over emphasis on product
excellence may lead a marketer to ignore many other aspects of customer needs and
desires. Customers for whom the product is meant may be ignored. This is called the
phenomenon of marketing myopia or short sightedness.
3. The Production Orientation:-
Company sells what it can make. The focus is on performance and cost. The product line
is usually narrow. The price is based on production and distribution cost. Technical
research enables product improvement and cost cutting in the production process.
Packaging is expected to protect the product and minimize costs. Credit is regarded as
necessary evil. The producer is interested only to minimize bad debt losses. Promotion is
adopted only to give emphasis on product features, quality and price.
This concept can work only in a sellers market it fails to retain market under keen
competition. Japanese and European cars captured American luxury car market around
1980.
SATISFACTION is the level of the person, felt state resulting from comparing a product
perceived performance in relations to a persons expectations.
EXCHANGE is the act of obtaining a desired product from someone by offering

something in return.
TRANSACTION consists of all the potential customers sharing particular need and want
that might be willing and able to engage in exchange to satisfy that need or want.

MARKETING is the process of exchange of goods and service from the provider to the
consumer. This involves Advertising, Publicity, promotion, pricing, sales and distribution
of goods and services. Marketing also involves market analysis to define the market.
MARKETER is someone seeking resources from someone else and willing to offer
something of value in exchange.
4. The Sales Orientation.
Buyers market for money commodities brought about sales-distribution marketing. It

points out that a company cannot secure enough customer response to its products
without high-pressure salesmanship, aggressive advertising and intensive sales
promotion.
Sales Orientation gives emphasis is on inquiring sales volume even at the cost of
consumer satisfaction and service. Many marketers adopt this approach in selling
unsought or unwanted goods. The selling concept is found in the sale of books insurance
and also in auto sales. We also have selling concept at the time of elections faithfully
followed by all political parties. Sales Orientation also exhibits marketing.
5. The Marketing Concept:-
When a marketer adopts a market oriented business philosophy the guiding principle
becomes it is more effective to make what customer wants to buy than to sell them what
a marketer wants to make or sell . Thus, planning and co-ordination of all company
activities rotate around the primary goal of satisfying customer needs. The marketing
concept is defined as a customer oriented philosophy duly integrated and implemented
through the entire organisation in order to serve customers better than competitors and
hereby ensure sustained growth and prosperity. It was introduced in marketing approach
points out that the primary task of a business enterprise is to study needs, desires and
values of the potential customers, and on the basis of latest and accurate knowledge of
market demand, the enterprise must produce and after the products which will give the
desired satisfaction and service to the customers

BUYING MOTIVES
Motives can be a strong desire, feeling, a drive, a stimulus or Emotions, which plays a
role in the customers decision to a purchase a product or service. A customer purchase a
particular product or service because of a strong inner feeling or force which insist him to
have a possession of the same.
DEFINATION OF BUYING MOTIVE
All the desire, considerations and impulses which includes a buyer to purchase a
given product
Prof D.J.Duncan, Those influences which provide the impulse to buy, induce action
or determine the choice on the purchase of goods and service.
BUYING MOTIVES
PRODUCT MOTIVES PATRONAGE MOTIVES
PRODUCT MOTIVES : The impulse, considerations and desires a persons to be

truly inclined to purchase a particular product is called PRODUCT MOTIVES.
PRODUCT MOTIVES
EMOTIONAL PRODUCT RATIONAL PRODUCT

MOTIVE MOTIVE
Patronage buying motive
Why do buyers purchase from certain specific shape?
What are the factors, which persuades the buyer to do play such store patronage?
PATRONAGE MOTIVES
EMOTIONAL PATRONAGE RATIONAL PATRONAGE
MOTIVE MOTIVE
CHARACTERISTICS OF INDIAN MARKET
Philip Kotler has rightly said, Market may be defined as the relationship between the
consumer and the producer occurring at time and place and a value mutually
agreeable and acceptable to the concerned parties.
It is the responsibility of the marketing system to discover and serve the market
demands. It provides the vital link in connecting production (supply) and consumption
(demand). Optimum production and optimum consumption will ensure a desired
standard of living in an economy.
The standard of living of people in India is low. An increase in the efficiency of the
market operation can bring down the prices and thus, contribute to an improved standard
of living by bringing more goods with in reach of the poorer section of the population.

Improved marketing productivity in India will not only add to the profits of the company
which makes as effort to achieve better marketing efficiency but will also give inputs to
the development of the country.
THE STRUCTUERE OF INDIAN MARKET IS AS FOLLOWS. (Lakhs)
Years Destitute Aspirants Climbers Consuming Very rich

Class
2008-09 17 33 78 75 06
2004-05 24 32 66 55 03
1994-95 35 48 48 29 01
Source: BUSINESS INDIA (projection based on NCAER research)
Except for a few products there is generally little effective competition on the market.
Very few brands are available and because of this, there is strong brand loyalty in India.
The consumers are very conservative and hesitate to try new brands. To a large extent
they are also ignorant about other brands. There is also lack of infrastructure.
A prerequisite of customer driven marketing is that it establishes relationships before or

during the sales process and then continues to recognize that given the level of product
quality on-going sales will prosper so long as a relationship is satisfactory. Poor sales
often are being on the most obvious result of a poor relationship.
MEANING OF SATISFACTION:
Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyers expectations. In general:

SATISFACTION is a persons feelings of pleasure or disappointment

resulting from comparing a products perceived performance (out come) in
relation to his or her expectations.
Satisfaction is a function of perceived performance and expectations. If the

performance falls short of the expectations the customer is dissatisfied. If the
performance matches the expectations the customers is satisfied. If the performance
exceeds expectations the customer is highly satisfied or delighted.
Many companies are aiming for high satisfaction because customers who are just
satisfied still find it easy to switch when a better offer comes along. Those who are
highly satisfied are much ready to switch. High satisfaction or delight creates an
emotional affinity with the brand, not just a rational preference. The result is high
customer loyalty. How do buyers form their expectations ? Their expectations are
influenced by their past buying experience, friends and associates advice, and marketers
and competitors information and promises. If marketers raise expectations too high the
customer is likely to be disappointed.
Some of todays most successful companies are raising expectations and delivering
performance to match. These companies are aiming for TCS-Total Customer
Satisfaction. XEROX, for example, guarantees total satisfaction and will replace at its
expenses any dissatisfied customers equipment for a period of three years of purchase.
Cigna advertises well never be 100% satisfied until you are, too. And one of Hondas
ads says: One reason our customer so satisfied is that we arent.
Cautions in Measuring Customer Satisfaction:
When customer rate their satisfaction with an element of the companys performance say,
the company needs to recognize that how the customer define good delivery. For a
customer a good delivery may, on time delivery, order completeness and so on. Yet of the
company had to spell out every element in detail. The company must also recognize that
two customers can report being highly satisfied for different reason. Only may be easily
satisfied most of the time and the other but was pleased on this occasion.

Companies should also know that managers and sales people can manipulate their ratings
on customer satisfaction. They can be especially nice to customers just before the survey.
Another danger is company will go out of the way to please customers, some customers
may express high satisfaction classification (even of satisfied) in order to receive more
concessions.
CONSUMER SATISFACTION / DISSATISFACTION
Satisfaction is the expected outcome. It signifies a confirmation that performance of the

chosen alternative is consistent with its prior belief and expectations and dissatisfaction
on the other hand signifies on absence of such conformation. However satisfaction /
dissatisfaction is not an emotion. The evaluation of the emotion is done on the basis of
expectation made by the consumer prior to the purchase. These expectations may be:
Nature and performance of product or service
Costs and effort spent before obtaining the product
Social benefits or costs accrued to the customers
With these three expectations emotion is evaluated.
How customer satisfaction are measured:
Prior product brand experience
Expectations of how the Evaluation of the

Brand should perform performance
Evaluation of the discrepancy and

Expectation and performance

Expectancy conformation
Satisfaction
Dissatisfaction
Performance fails to Performance surpasses the
expectations.
Meet expectations
Factors leading to satisfaction / dissatisfaction
Occasional use of brand / product.
Cost / investment involved in choice making.
Number of out come and their desirability.
Prior experience of the product / brand.
PERSONAL expectations and norms.
Group expectations and norms.
Cultural norms.
Out comes endurance the duration for which the outcome persists.
Time lag between the choice and use of the products.
RESPONSE OF DISSASTISIFED CUSTOMER

DISSATISFACTION may lead to
Discontinuing Negative word of Formal complaints to Seeking redress

Purchase Patronage mouth intervention Agencies legal from
customers Action
GLANCE AT THE NOTE OF CONSUMERSATISFACTION:
The only job security anybody has in a company comes from quality, productivity and
satisfied consumers. Satisfaction is the level of a persons felt state resulting from
comparing a products perceived performance in relation to the persons expectations.
The satisfaction level is a function of the difference between the perceived

performance and expectations. A customer could experience one of the three broad
levels of satisfaction. If the performance falls short of expectations, the customer is
dissatisfied. If the performance matches the expectations, the customer is satisfied.
If the performance exceeds expectations, the customer is delighted.
Expectations are formed on the basis of the buyers past buying experience, friends and
reference groups, marketer and competitors information and promises. A company must
not conclude that it can get full picture of consumer satisfaction and dissatisfaction by
simply running a complaint are suggestion box. Instead, it has to conduct surveys,
survey to rate consumer satisfaction through questionnaires, telephone calls, mails
and door-to-door surveys and take proper corrective measures.

Consumer satisfaction is the complete picture of the product accepted by the consumer.

PRIMARY FINDING AND ANALYSIS
ANALYSIS OF HYUNDAI CAR OWNERS ON THE BASIS OF THEIR AGE GROUP.
Age Group Respondents
Upto 25 Years 10
26-35 Years 25
36-45 years 30
46-60 20
60 and above 15
Total 100

Car purchaser age group
ANALYSIS:
The maximum buyers of Hyundai cars as per the survey shows that the customers from
the age group of 25-35 and 36-45.The people from age group below 25 and above 60 are
less buyers of the vehicle
INTREPRETATION & INFERENCES:
From the above we can infer that the respondents in the age group below 25 and above 60
years are less in number because youngsters depend on their parents who in turn prefer
two wheelers and old aged people usually prefer luxury cars. The age group ie.. from
26-35 will have started earning and the people at the age group from 36-45, who are
independent and are settled in the life and are able to afford the expenses. So they are the
majority buyers of the car.

ANALYSIS OF THE CAR BUYERS ON THE BASIS OF INCOME
Annual Income Respondents
Upto 3,00,000 10
3,00,000 to 5,00,000 25
5,00,000 to 7,00,000 20
7,00,000 to 10,00,000 25
Above 10,00,000 20
ANALYSIS

From the table we see that the people from all income group will preferably go for
Hyundai Cars segment.
We cant perfectly say because of their taste and preferences, and with the higher income
group, we can naturally expect that they prefer to buy luxury cars.
Here the customers from all the income group would like to buy Hyundai car. The people
with the income group of up to 3 lakh and 3-5 lakhs would like to buy the small car like
xing. But the people of income group from 5-7 and above would like to buy the big
segment car like accent.

REASON FOR PURCHASING THE HYUNDAI CARS
Reason Respondents
Manufacturers reputation 30
Availability of service 40
Cost of the vehicle 20
Looks of the vehicle 10
ANALYASIS
From the above chart we can make out that most of the buyers say that they have
purchased the car because of the availability of service and manufacturing reputation of
the company and importance towards the cost of the vehicle as well.

From this we can make out that the company has created a Good Brand loyalty among
the customers and because of the luxury provided by the company towards the vehicle
and the good service facility available from the dealer side. So people would like to buy
the Hyundai cars because of the available facilities and also due to the reputation which is
gained by the manufacturer.

AWARENESS ABOUT THE CAR:
Sources Respondents
Television Advertisement 35
Newspaper Advertisement 15
Friends and Relatives 45
Other Sources 5
Total 100
ANALYSIS
From the above findings we can make out that FRIENDS AND RELATIVES i.e. word of
mouth publicity has made the Customers to purchase the Hyundai Cars and also the
Television Advertisement has play a major role in the purchase of Hyundai Cars.

Here we can see that the impact of friends and relatives and the role of media publicity
had played a major role in the purchase of Hyundai vehicles. The satisfied Hyundai
customers will recommend their friends and relatives to buy the Hyundai car and the
television advertisement will let the people to know about the vehicle more.

HOW THE CAR IS BEING PURCHASED:
Mode of Purchase Respondents
Through Loan 60
Direct Payment 40
ANALYSIS:
As per the findings from a group of 100 customers it has been found out that 60% of the
people had purchased the vehicle by taking loans. Remaining 40% of people through
direct payment.
Here most of customers have purchased the car through loans. So the company should
provide some good finance option by giving attractive finance schemes and good interest
ates. So that it will help future customers for buying the cars.
OTHER PARAMETERS CONSIDERED WHILE PURCHASING THE HYUNDAI CARS

Reason Respondents
Looks 10
Price 15
Colour 10
Engine Capacity 20
Pickup 30
Accessories 15
ANALYSIS:
From the above table we can draw the information that the most of the people give much
preference to the pick up and engine capacity and also some importance towards looks
mileage etc.

Since consumers consider more than one factor for buying a car. Most of them have
chosen because engine capacity, mileage, price, pickup because people of our country are
much aware about the value of the money. This car provides and fulfills most of the needs
like reasonably priced, good mileage, pick-up etc.

CUSTOMER EXPERIENCE AT THE TIME OF PURCHASE OF THE CAR
Parameters Opinions
Politeness of the dealer Satisfied
Availability of Information when asked Satisfied
Commitment of Delivery Satisfied
Cleanliness of the vehicle Satisfied
ANALYSIS:
From the above table we come to know that the experience of the customers with the
dealer was good in all aspects mentioned in the table at the time of purchase of the car
Here all the customers are satisfied with all the parameters. So it is better to maintain the
same or to improve on it. The dealer must not only be customer caring at the time of
purchase of the product but he must follow the same always i.e. even after the sales of the
product which helps for the long run of the organization.

FURTHER PLANS OF THE CUSTOMERS TOWARDS NEW CAR
Car Respondents
Hyundai 40
Opel 05
Hindustan Motors 10
Maruthi 10
Ford 15
Honda 20
ANALYSIS:

From the above table we can draw the inference that the people are well satisfied with the
Hyundai car and when the survey is conducted, the people were asked about their future
plan of purchasing new vehicle. Maximum of them are preferring Hyundai vehicles.
Here when the customers were asked about their future car most of them opted toward
Hyundai. This shows there brand loyal toward the company and their faith toward the
company. we find that the Hyundai car is ranked as top most position, with such a good
percentage we can easily make out that Hyundai Cars is liked by most of the people. The
organization must keep on conducting the surveys, should identify the needs of the
customer and it should try to fulfill them for its long run and to retain the market share.
When the surveys is conducted the information drawn is if the Hyundai Customers
planning go for a new car he is once again back to Hyundai with more luxury and good
features, which have satisfied him.

PURPOSE OF THE CAR
Purpose of Use Respondents
Own use 75
Company use 20
Tax Service 05

ANALYSIS:
Of the 100 respondents 75% of them say that the vehicle is used for OWN USE and only
20% use for company purpose and 5% for Taxi purpose.
From this we can say that the car is purchased more than 70% for OWN USE 25% for
company use and 5% for taxi services. This shows that the Hyundai cars are purchased to
make use for own purpose not for the commercial purpose. So the Hyundai vehicles are
termed as complete family vehicle with required family comforts and luxuries.

OPINION ABOUT THE PRICE OF THE CAR BY THE CUSTOMER
Price Rated Respondents
Highly priced 12
Reasonably priced 74
Approximately priced 14
Below level Priced 0
ANALYSIS:
From the above table we can draw the inference that the pricing of the car is well
accepted by the customers. 74% of them say that Hyundai Car is reasonably priced.

From the above we can say that the price of Hyundai cars is reasonably priced the
customers have accepted the price and the customers are satisfied from the price of the
Hyundai cars. So the company should maintain the price any try to reduce the price to
slight extent if possible.

OCCUPATION OF THE HYUNDAI CAR OWNERS:
Occupation Respondents
Government 10
Professionals 40
Business 30
Housewife 10
Retired 10
ANALYSIS:

From the above table we can make out that the Hyundai car buyers are more in number
from the Business Group as well as professionals.
Here most of the Hyundai car customers are from professional back ground and business
background. so they opt for the luxury and good performed vehicles. Hyundai cars has
satisfied all there needs and demands. So all the customers are satisfied about the vehicle
from this we can make out that business people and professionals have more buying
power compared to other occupational groups.

PERFORMANCE RANKED BY THE CUSTOMER
Performance Highly satisfied Satisfied Dis-satisfied
Pick-up 38 58 8
Interior 6 60 34
Mileage 20 60 20
Road Handling 42 40 18
Comfort 34 40 26
Visibility 22 54 24
Service Backup 56 18 14
ANALYSIS:

From the table we can make out that most of the Hyundai car customers are satisfied
about the performance of pickup, mileage, interior, Road handling, comfort, visibility,
service.
From the above we can say that some Hyundai customers are highly satisfied with all the
features, mileage, pick up, visibility, road handling etc. but still we can find that there are
customers showing their dissatisfaction whom the organization cant neglect. Hence the
organization must try to make the dissatisfied customers to get satisfied or else their
opinion may directly or indirectly affects the organization

RECOMMENDATION
1. Improve the model
2. Establish more service centers and provide the best service.
3. Come with a clean proposal. Never hide the facts, be honest in selling your
vehicles, in describing the PLUS / MINUS facts, customers friendly attitude is a
must for any Business Deal.
4. Spare parts should be made available at lower rate.
5. Provide High-way horn and reverse horn.
6. Dealers should be courteous in all the time as they are at the time of selling the
car. This show, the dealers are not focusing on customer care.
7. Change the look and increase the Mileage consumption.
8. Improve service and train the service personnel. After sales service is a very
important factor in case of automobile sector which may induce buying or stop
people from buying the particular brand of vehicle.
9. Maintain the same demand in the market.
10. Provide good product (model) & service according to the needs of changing
customer preferences.
11. Reduce some bit in the price of xing.
12. Increase after sales service and increase the number of service stations for the
continence of customers at different locations at the city.
13. Dropping facility should be provided.
14. Improve crash safety in all the Hyundai vehicles.

CONCLUSION AND IMPLICATION
From the findings and analysis it is clear that Hyundai Car is highly preferred when
compared to the other brands of car in the same segment.
With the analysis through the survey conducted for a period of 3-4 months in Delhi &
NCR on the consumer satisfaction of Hyundai Car, the findings and analysis shows that
80% of the consumer are happy with the product performance and also sales service and
rest 20% of them says that they are dissatisfied.
Since each customer is like an asset for an organization the company should try to
improve in the area of dissatisfaction.
We know that getting new customer is double the cost of retaining the old customer so
the company should focus on retaining the old customers whom a in the future purchase
the product or recommend others to purchase the product. Thus they help directly or
indirectly for the product sale.
Change is the only think to retain and attract the customers so the company should
identify the needs and dry to fulfill them.
Finally we conclude the Hyundai is MORE POWER, MORE FUN car which is a
complete family car and is accepted by most of them and it gives consumer satisfaction
as per study undertaken.

BIBLOGRAPHY
MARKETING MANAGEMENT by PHILIP KOTLER
CONSUMER BEHAVIOUR by SUJA.R.NAIR
COMPANY MANUALS,CATALOGS
BUSINESS INDIA
AUTO INDIA
OVER DRIVE

ANNEXURE
QUESTIONNAIRE
1. What is your Age?
(a) Upto 25 Years (b) 26-35 Years
(c) 36-45 years (d) 46-60 (e) 60 and above
2. What is your annual income?
(a) Upto 3,00,000 (b) 3,00,000 to 5,00,000
(c) 5,00,000 to 7,00,000 (d) 7,00,000 to 10,00,000
(e) Above 10,00,000
3. What is the reason for purchasing the Hyundai cars?
(a) Manufacturers reputation (b) Availability of service
(c) Cost of the vehicle (d) Looks of the vehicle
4. From where you awareness about the car?
(a) Television Advertisement (b) Newspaper Advertisement
(c) Friends and Relatives (d) Other Sources
5. How the car is being purchased?
(a) Through Loan (b) Direct Payment
6. Other parameters considered while purchasing the Hyundai cars
(a) Looks (b) Price (c) Colour
(d) Engine Capacity (e) Pickup (f) Accessories

7. Customer experience at the time of purchase of the car
(a) Politeness of the dealer (b) Availability of Information when asked
(c) Commitment of Delivery (d) Cleanliness of the vehicle
8. Further plans of the customers towards new car
(a) Hyundai (b) Opel (c) Hindustan Motors
(d) Maruti (e) Ford (f) Honda
9. For which purpose you purchase the car?
(a) Own use (b) Company use (c) Tax Service
10. Opinion about the price of the car by the customer
(a) Highly priced (b) Reasonably priced
(c) Approximately priced (d) Below level Priced
11. What is your Occupation?
(a) Government (b) Professionals (c) Business
(d) Housewife (e) Retired
12. Are you satisfied with the following
(a) Pick-up (b) Interior (c) Mileage
(d) Road Handling (e) Comfort (f) Visibility
(g) Service Backup

Consumer Satisfaction With Hyundai Car

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Consumer Satisfaction With Hyundai Car

Uploaded by

Copyright:

Available Formats

THE INDIAN INSTITUTE OF PLANNING AND MANAGEMENT

CONSUMER SATISFACTION STUDY WITH RESPECT TO

PROF. SUMANTA SHARMA

UNDER THE GUIDANCE OF:

MR. ASHOK KUMAR

Indian Automobile Market

Latest Launches in India Automobile Market

India Heavy Vehicle Industry

India Heavy Vehicle Companies

India Automobile Insurance

Tata Finance Limited

BATCH: PGP/SS/2008-10 PARUL LAL ALUMNI ID NO.: DS/08/10-M-234

Packers and Movers in Gurgaon

The two-wheeler manufacturing is dominated by companies like TVS, Honda Motorcycle

Marketing is a total system of interacting business activities assigned to plan, price,

BATCH: PGP/SS/2008-10 PARUL LAL ALUMNI ID NO.: DS/08/10-M-234

TO WHOMESOEVER IT MAY CONCERN

May god bless him with all success in his career.

BATCH: PGP/SS/2008-10 PARUL LAL ALUMNI ID NO.: DS/08/10-M-234

TOPIC APPROVAL LETTER SENT OVER MAIL

From: Thesis <thesis@iipm.edu>

Dear Parul Lal,

BATCH: PGP/SS/2008-10 PARUL LAL ALUMNI ID NO.: DS/08/10-M-234

It is well-established fact that behind every achievement lays an unfathomable sea of

I express my gratitude to IIPM, New Delhi for providing me an opportunity to work on

BATCH: PGP/SS/2008-10 PARUL LAL ALUMNI ID NO.: DS/08/10-M-234

TOPIC APPROVAL LETTER.....................................................................v

APPROVED THESIS SYNOPSIS...........................................................viii

5. PRIMARY FINDING AND ANALYSIS............................................................50

7. CONCLUSION & IMPLICATIONS..................................................................73

BATCH: PGP/SS/2008-10 PARUL LAL ALUMNI ID NO.: DS/08/10-M-234

APPROVED THESIS SYNOPSIS

THE INDIAN INSTITUTE OF PLANNING & MANAGEMENT

Prof. Sumanta Sharma

DETAILS OF THE STUDENT:-

Name : Parul Lal

Specialization : Marketing & HR

Phone No. : 9212342344

BATCH: PGP/SS/2008-10 PARUL LAL ALUMNI ID NO.: DS/08/10-M-234

Desired Area: Marketing

Title of the thesis: