A MARKET SURVEY REPORT ON

A STUDY OF CUSTOMER SATISFACTION OF HYUNDAI

Submitted To:

COLLEGE OF MANAGEMENT AND COMPUTER APPLICATION, MORADABAD In Partial Fulfillment of the Requirement of the Degree of Bachelor of Business Administration (BBA) SESSION: 2009-2012 Department of Management TEERTHANKER MAHAVEER UNIVERSITY DELHI ROAD, MORADABAD

Project Guide:

Submitted By:

Mr. Rajkumar Singh

Anand Kumar Saini

B.B.A. V Semester Roll No. R0912011036

CERTIFICATE

This is to certify that Mr.Anand kumar saini is pursuing three year full time Bachelor of Business Administration (BBA) Course from Teerthanker Mahaveer University, Moradabad as regular student, in session (2009-2012). In compliance with the provision/guidelines of Teerthanker Mahaveer University, Moradabad, He has been assigned a market survey project. The project work has been genuinely carried out by the student for the duration specified by the university. He has made sincere efforts in the completion of the project work.

Project Guide MR. Rajkumar Singh

STUDENT DECLARATION

I Anand Kumar Saini hereby declare that the research work presented in this project report entitled for the fulfillment of the award of Bachelor of Business Administration from Teerthanker Mahaveer UniversitA STUDY OF CUSTOMER SATISFACTION OF HYUNDAIfor the fullfilment of the award of Bachelor of Business Administartion from Teerthanker Mahaveer university; Moradabad. The project embodies the result of original work and studies carried out by me and the contents of the project do not form the basis for the award of other degree to me or to anybody else.

Anand Kumar Saini BBA 5th Sem

Enrolment No. T09120713

ACKNOWLEDGEMENT
It gives me immense pleasure and privilege to acknowledge my deepest sense of gratitude towards all those who helped me in the successful execution of this project.

I would like to thanks Chancellor Sir, Shri Suresh Jain, Group Vice Chairman Mr. Manish Jain, and Additional director Prof.(Dr.) Mr.Vipin Jain . I also extend my gratitude towards the Dr. M.P. Singh (HOD,Management dept.) and my course co-ordinator Mr. Abhinav Srivastava & Mr. Avinash Raj Kumar who entrusted me for the completion of this project. I am highly indebted to my project guide, Mr. Raj Kumar Singh whose constructive counselling and able guidance helped me immensely in bringing out this project in the present form. And lastly the entire faculty member and the entire Lab staff for providing me this opportunity and expose me to industrial culture. The acknowledgement would be incomplete without thanking my family and friend who were a big support throughout.

ANAND KUMAR SAINI BBA 5th SEM R0912011036

PREFACE
Theoretical knowledge without practical knowledge is of little value. In order to achieve positive & concrete results along with theoretical concept the exposure of real life situation existing in corporate is very much needed. To fulfill this need the management course has a provision for the practical market survey. I thank my institute to provide us such opportunity having market survey in our course so that students can have real feeling of a researcher. In the coming pages an attempt has been made to present a comprehensive market survey report is concerning different aspects. Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other factors the customer, such as other products against which the customer can compare the organization's products. The primary data have been collected with the help of questionnaire consisting of 14 questions. The sample size selected is 100. The collected data have been analyzed and shown in the form of pie chart and pie charts are interpreted into simple language & further concluded.

EXECUTIVE SUMMARY
This project is based on the survey, which was done in the Moradabad city. The main objective of the survey to know customer satisfaction of HYUNDAI. We have taken almost aspects & suggestions of customers, which are related to customer satisfaction. The market survey report will help that entire person who want to purchase a car of HYUNDAI Motors. The data have been collected by the help of questionnaire, which is given in the report. The collected data have been analyzed and shown in the form of graph.

CONTENTS
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Introduction Industry Profile Company Profile Scope of the study Objectives of the study Assumption Research Methodology Data Analysis Findings Suggestions Limitations Conclusion Bibliography Annexure

INTRODUCTION

The automobile industry today is one of the most lucrative industries. Due to the increase in disposable income in both rural and urban sector and easy finance being provided by all the financial institutes, the passenger car sales have increased at the rate of 45% per annum in 2010-2011 over the corresponding period in the previous year. Further competition is heating up in the sector with a host of new players coming in and other like Porsche, Bentley, Audi, Mercedes, and BMW all set to venture in the Indian markets. One factor that could help the companies in the marketing of their product is by knowing and creating a personality for their brands. Automotive industry in India Since the first car rolled out on the streets of Mumbai (then Bombay) in 1898, the Automobile Industry of India has come a long way. With HM establishing the first automobile factory way back in 1948, the Indian passenger vehicle industry was for long dominated by Ambassadors and the Premier Padminis. Then in the year 1985, following the liberalization and various tax reliefs, the Government of India in collaboration with Suzuki motor corporation of Japan formed Maruti Suzuki ; a powerful alliance which changed the face of the Indian roads. The only car with the latest technology then was the Maruti 800. It became very popular because of the low price, high fuel efficiency and good reliability. Since then the market has grown with over 20 manufacturers and hundreds of models and variants. The Indian automobile industry has matured over the years and is now highly comptetitive with major Japanese, Korean, American, European and Indian companies all holding significant market shares. Indian auto industry has become a hot destination for global auto players like Volvo, General Motors, Daimler-Chrysler, Volkswagen, Toyota and Ford. Global players have either entered or are eyeing India as a strategic target for future development A well developed transportation system plays a key role in the development of an economy, and India is no exception to it. With the growth of transportation system the Automotive Industry of India is also growing at rapid speed, occupying an important place on the 'canvas' of Indian economy.

Today Indian automotive industry is fully capable of producing various kinds of vehicles and can be divided into 3 broad categories: Two-wheelers, Four-wheelers (Cars) and Heavy vehicles. Growth Drivers for auto industry in India

Segments of the Indian Auto market The market for any product is normally made up of several segments. A market after all is the aggregate of consumers of a given product. And, consumer (the end user), who makes a market, are of varying characteristics and buying behaviour. There are different factors contributing for varying mind set of consumers. It is thus natural that many differing segments occur within a market. In order to capture this heterogeneous market for any product, marketers usually divide or disintegrate the market into a number of submarkets/segments. This report attempts to analyze and understands how Indian carmaker have successfully segmented the market and how they are leveraging these segmentation to introduce new product and grow their market share. With proper segmentation carmakers could look at the differences among the customer groups and decide on appropriate strategies/offers for each group. These strategies then helped them in dividing the markets for conquering them. Every buyer has individual needs, preferences, resources and behaviours. Since it is virtually impossible to cater for every customers individual characteristics, carmakers grouped customers to market segments by variables they have in common. These common characteristics allowed developing a standardized marketing mix for all customers in that segment.

This segmentation helped the carmaker to increase their profit by tapping the market through adapting the offer to that segment. They brought the necessary changes in the product to suit to the particular segment. We would analyze how consumer market is segmented and on what basis automaker segment the market. Consumer market segmentation 1. Geographic Segmentation. 2. Demographic Segmentation. 3. Psychographic Segmentation. 4. Behaviouristic Segmentation. 1) Geographic Segmentation Potential customers are in a local, state, regional or national marketplace segment. Geographic location is a major factor in segmenting target markets for automakers since their customer needs are varied for different region. The customers can be segmented based on: a. Region b. Size c. Population density d. Climate 2) Demographic Segmentation In this type of segmentation, the customers are segmented based on the following factors. a. Age (dominant factor) b. Income & Purchasing power (dominant factor) Budget car segment Compact car segment Family car segment Premium car segment Super luxury saloon segment

c. Occupation. d. Gender (dominant factor). e. Family Size.

f. Family life cycle. g. Nationality. h. Religion. i. Education. 3) Psychographic Segmentation Psychographic Segmentation groups customers according to their life-style and buying psychology. Many businesses offer products based on the attitudes, beliefs and emotions of their target market. The desire for status, enhanced appearance and more money are examples of psychographic variables. They are the factors that influence your customers' purchasing decision. A seller of luxury items would appeal to an individual's desire for status symbols. Psychographic Segmentation includes variables such as:a. Activities b. Interests c. Opinions d. Attitudes e. Values Activities, Interests, and Opinions surveys are one tool of measuring lifestyle. 4) Behaviouralistic Segmentation The primary idea in buyer behaviour segmentation is that different customer groups expect different benefits from the same product and accordingly, they will be different in their motives in owing it and their behaviour in buying it. Variables of buyer behaviour are:a. Benefit sought: - Quality / economy / service / look etc of the product. b. Usage rate: - Heavy user / moderate user / light user of a product. c. User status: - Regular / potential / first time user / irregular /occasional. d. Brand Loyalty: - Hard core loyal / split loyal / shifting / switches. e. Readiness to buy. f. Occasion: - Holidays and occasion stimulate customer to purchase products. g. Attitude toward offering: - Enthusiastic

Key Players in Indian Market

The largest player in the Indian automobile industry and launched new and exciting products in the Indian markets.

The third largest passenger car manufacturer in India and one of the largest exporters of vehicles. Has established in India as one of its manufacturing bases in the world. Has vision of capturing 10 % share of the Indian passenger car market by 2010 Suzukis JV in India and the largest passenger car manufacturer in India One of the leading players in the Indian premium cars segment One of the leading players in the Indian premium cars segment

One of the leading players in the Indian premium cars segment. GM entered the small car segment by re-launching the Matiz

One of the largest players in the UV / MUV segment

CUSTOMER SATISFACTION Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. However, the importance of customer satisfaction diminishes when a firm has increased bargaining power.

Measuring customer satisfaction

Organizations need to retain existing customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Measuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased competition, crowded markets with little product differentiation and years of continual sales growth followed by two decades of flattened sales curves have indicated to today's sharp competitors that their focus must change. The competitors who will be successful recognize that customer satisfaction is a critical strategic weapon that can bring increased market share and increased profits. It's no surprise to find that market leaders differ from the rest of the industry in that they're designed to hear the voice of the customer and achieve customer satisfaction.

To be successful, companies need a customer satisfaction surveying system that meets the following criteria: The system must be relatively easy to design and understand. It must be credible enough that employee performance and compensation can be attached to the final results.

Defining customer satisfaction

Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. There are some important implications of this definition: Because customer satisfaction is a subjective, non quantitative state, measurement won't be exact and will require sampling and statistical analysis. Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions. "Satisfaction" itself can refer to a number of different facts of the relationship with a customer. For example, it can refer to any or all of the following: Satisfaction with the quality of a particular product or service Satisfaction with an ongoing business relationship Satisfaction with the price-performance ratio of a product or service Satisfaction because a product/service met or exceeded the customer's expectations Each industry could add to this list according to the nature of the business and the specific relationship with the customer. Customer satisfaction measurement variables will differ depending on what type of satisfaction is being researched. For example, manufacturers typically desire on-time delivery and adherence to specifications, so measures of satisfaction taken by suppliers should include these critical variables.

Clearly defining and understanding customer satisfaction can help any company identify opportunities for product and service innovation and serve as the basis for performance appraisal and reward systems. It can also serve as the basis for a customer satisfaction surveying program that can ensure that quality improvement efforts are properly focused on issues that are most important to the customer.

Objectives of a customer satisfaction

In addition to a clear statement defining customer satisfaction, any successful surveying program must have a clear set of objectives that, once met, will lead to improved performance. The most basic objectives that should be met by any surveying program include the following: Understanding the expectations and requirements of all your customers Determining how well your company and its competitors are satisfying these expectations and requirements Developing service and/or product standards based on your findings Examining trends over time in order to take action on a timely basis Establishing priorities and standards to judge how well you've met these goals

INDUSTRY PROFILE

Automobile Industry History

In the year 1769, a French engineer by the name of Nicolas J. Cugnot invented the first automobile to run on roads. This automobile, in fact, was a self-powered, three-wheeled, military tractor that made the use of a steam engine. The range of the automobile, however, was very brief and at the most, it could only run at a stretch for fifteen minutes. In addition, these automobiles were not fit for the roads as the steam engines made them very heavy and large, and required ample starting time. Oliver Evans was the first to design a steam engine driven automobile in the U.S. A Scotsman, Robert Anderson, was the first to invent an electric carriage between 1832 and 1839. However, Thomas Davenport of the U.S.A. and Scotsman Robert Davidson were amongst the first to invent more applicable automobiles, making use of non-rechargeable electric batteries in 1842. Development of roads made travelling comfortable and as a result, the short ranged, electric battery driven automobiles were no more the best option for travelling over longer distances. The Automobile Industry finally came of age with Henry Ford in 1914 for the bulk production of cars. This lead to the development of the industry and it first begun in the assembly lines of his car factory. The several methods adopted by Ford, made the new invention (that is, the car) popular amongst the rich as well as the masses. According the History of Automobile Industry US, dominated the automobile markets around the globe with no notable competitors. However, after the end of the Second World War in 1945, the Automobile Industry of other technologically advanced nations such as Japan and certain European

nations gained momentum and within a very short period, beginning in the early 1980s, the U.S Automobile Industry was flooded with foreign automobile companies, especially those of Japan and Germany. The current trends of the Global Automobile Industry reveal that in the developed countries the Automobile Industries are stagnating as a result of the drooping car markets, whereas the Automobile Industry in the developing nations, such as, India and Brazil, have been consistently registering higher growth rates every passing year for their flourishing domestic automobile markets. Those who are interested in gathering more information about the Automobile Industry, may browse through the following links

World Automobile Industry Automobile Industry Trends India Automobile Market India Automobile Industry

The World Automobile Industry is turned to the developing markets. With the developed markets almost saturated, the World Automobile Industry is now focused on the developing markets of South America and Asia, and Eastern Europe with special emphasis on BRIC (Brazil, Russia, India, and China). As per the reports of the International Organization of Motor Vehicle Manufacturers or OICA(the association of the companies involved in World Automobile Industry), for the fiscal end in 2006, the automobile manufacturers in the U.S. have been overtaken by those in Japan, in terms of the total

volume of automobile units manufactured worldwide. However, the struggling General Motors of the U.S. still remain the worldwide leaders of the World Automobile Industry, ahead of the rapidly growing Toyota Motor Corporation of Japan, by a substantial margin. Measures to be adopted by global leaders of the World Automobile Industry. Several significant economic measures are being considered by the major players of the World Automobile Industry in order to make a smooth entry into the markets of the developing countries, and to make a name for themselves. The effective measures include :

Reducing the selling prices of the automobiles manufactured in their factories Improving the levels of after-sales services to keep customers satisfied Opening manufacturing factories in the developing nations, to reduce effective costs of production as well as saving shipping charges, and enhancing prompt delivery of automobile units.

Automobile Industry Trends

In keeping with the Automobile Industry Trends, the leading automobile manufacturers are turning to the Asian markets that appear set to grow immensely over the next decade. The automobile markets in the U.S., Europe and the Japan have almost matured as a result of saturation and appear set to decline through the next decade. In contrast, the automobile markets spread over the entire Asian continent (with the exception of Japan), are constantly increasing in size and will be the destination for most of the globally leading automobile manufacturers. The Automobile Industry Trends reveal that the emerging markets of the developing nations of Asia especially China, and India are backed by their

huge population growth rate, to add to the growing national economy of these two nations.

The rapid growth of the national economy of the BRIC countries (including Brazil, Russia, India, and China) have enabled a growing section of the population of these countries to purchase automobiles. Global surveys conducted recently reveal that within the next ten years, these emerging automobile markets will account for nearly a whooping 90 percent of the global automobile sales growth. As a result of this, leading Automobile manufacturers of the world are setting up factories in the emerging markets, in order to serve the potential consumers better as well as reduce manufacturing and shipping costs. In addition, these arrangements are enabling the leading global automobile manufacturers to compete with the local automobile manufacturers, that were flourishing in the absence of quality competition. The prosperity of the national economy is reflected in the rising per capita income of the developing nations. Therefore, increasing Gross Domestic Product and per capita income have raised the purchasing ability of the population that constitutes these emerging markets. As a growing percentage of the population in the developed nations age rapidly, in comparison to the rest of the world, these aging numbers necessitate automobiles to fit the physiological change of the world population. The Emerging India Automobile Market.

The India Automobile Market is a promising industrial sector that is growing immensely every passing year. The passenger cars are referred to, through the use of the word "automobile." The whooping growth experienced by the Indian Automobile Market in the last financial year itself, that is the financial year end in February, 2007, was very close to a 18 percent over the previous

fiscal. This statistical fact is a glittering example of the potential of the growing Automobile Industry in India.

As per the survey conducted by the Society of Indian Automobile Manufacturers, the total number of automobiles manufactured by the Automobile Industry in India, throughout the financial year 2006-07, was very close to the 15.5 lakh (1.5 million) margin. The huge of number of automobiles manufactured by the Automobile Industry in India was an enormous growth upon the number of automobiles manufactured during the previous fiscal, that ended in 2006. The total number of cars that were exported from India were very close to the 2.0 lakh (2.0 hundred thousand) margin, an encouraging sign for the Automobile Industry in India. The export of cars manufactured in India comprised nearly 13 percent of the total number of cars manufactured domestically by the Automobile Industry in India. The India Automobile Market looks set to prosper, largely due to the growing market for automobiles that is developing in India. In the financial year that ended in February, 2004, the Indian automobile markets were the fastest growing in the world, with the registered growth rate touching nearly 20 percent. The Automobile Industry in India mainly comprises of the small car section, which enjoys nearly a 2/3rd market share of the entire market for automobiles in India. In this respect, the Indian markets are the largest in the world for small cars, behind Japan. The Indian passenger car market which ranks amongst the largest in the

world, is poised to become even more larger and enter the top five passenger car markets in the world in the next decade.

India Automobile Industry Following India's growing openness, the arrival of new and existing models, easy availability of finance at relatively low rate of interest and price discounts offered by the dealers and manufacturers all have stirred the demand for vehicles and a strong growth of the Indian automobile industry. The data obtained from ministry of commerce and industry, shows high growth obtained since 2001- 02 in automobile production continuing in the first three quarters of the 2004-05. Annual growth was 16.0 per cent in April-December, 2004; the growth rate in 2003-04 was 15.1 per cent The automobile industry grew at a compound annual growth rate (CAGR) of 22 per cent between 1992 and 1997. With investment exceeding Rs. 50,000 crore, the turnover of the automobile industry exceeded Rs. 59,518 crore in 2002-03. Including turnover of the auto-component sector, the automotive industry's turnover, which was above Rs. 84,000 crore in 2002-03, is estimated to have exceeded Rs.1,00,000 crore ( USD 22. 74 billion) in 2003-04.

Automobile Dealers Network in India In terms of Car dealer networks and authorized service stations, Maruti leads the pack with Dealer networks and workshops across the country. The other leading automobile manufactures are also trying to cope up and are opening

their service stations and dealer workshops in all the metros and major cities of the country. Dealers offer varying kind of discount of finances who in tern pass it on to the customers in the form of reduced interest rates.

Major Manufacturers in Automobile Industry

Maruti Udyog Ltd. General Motors India Ford India Ltd. Eicher Motors Bajaj Auto Daewoo Motors India Hero Motors Hindustan Motors Hyundai Motor India Ltd. Royal Enfield Motors Telco TVS Motors DC Designs Swaraj Mazda Ltd

Government has liberalized the norms for foreign investment and import of technology and that appears to have benefited the automobile sector. The production of total vehicles increased from 4.2 million in 1998- 99 to 9.7 million in 2010-11. It is likely that the production of such vehicles will exceed 10 million in the next couple of years. The industry has adopted the global standards and this was manifested in the increasing exports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exports registered robust growth rates of well over 50 per cent

in 2001-04 and 2005-06 each to exceed two and- a-half times the export figure for 2010-11

Automobile Export Numbers

Category Passenger Car Multi Utility Vehicles Commercial Vehicles Two Wheelers Three Wheelers Percentage Growth

1998-99 25468 2654 10108 100002 21138 -16.6

2010-11 121478 3892 19931 256765 51535 32.8

THE KEY FACTORS BEHIND THIS UPSWING Sales incentives, introduction of new models as well as variants coupled with easy availability of low cost finance with comfortable repayment options continued to drive demand and sales of automobiles during the first two quarters of the current year. The risk of an increase in the interest rates, the impact of delayed monsoons on rural demand, and increase in the costs of inputs such as steel are the key concerns for the players in the industry. As the players continue to introduce new models and variants, the competition may intensify further. The ability of the players to contain costs and focus on exports will be critical for the performance of their respective companies. The auto component sector has also posted significant growth of 36per cent in

2010-11, to achieve a sales turnover of Rs.42,640 crore . Further, there is a potential for higher growth due to outsourcing activities by global automobiles giants. Today, this sector has emerged as another sunrise sector.

EVEN GROWTH

Opposing the belief that the growth in mobile industry has catered only to the top income-stratum of society, Growth of exports of 32.8 % in the first three quarters of 2010-11, the fastest growth in volumes has come from commercial vehicles as against passenger cars. Between 1998-99 and, o2010-11utput of commercial vehicles has grown 2.8 times compared to the 5.3 times increase in passenger cars. Furthermore, two-wheeler output continues to dominate the volume statistics of the sector. In, 2010-11or every passenger car turned out by the sector, there were 9 twowheelers produced. In the two wheeler segment, there is a greater preference for motorcycles followed by scooters, with both production and domestic sales of motorcycles increasing at faster rates than for scooters in the current and previous years. However, mopeds have registered low or negative growth. Export growth rates have been high both for motorcycles and scooters.

COMPANY PROFILE

COMPANY PROFILE
HYUNDAI MOTOR INDIA Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company, South Korea and is the second largest car manufacturer and the largest passenger car exporter from India. HMIL presently markets 33 variants of passenger cars across segments. The Santro in the B segment, the Getz Prime, i10 and the Premium hatchback i20 in the B+ segment, the Accent and the Verna in the C segment, the Sonata Embera in the E segment and the Tucson in the SUV segment. Hyundai Motor India Ltd, continuing with its tradition of being the fastest growing passenger car manufacturer, registered total sales of 489,328 vehicles in the calendar year (CY) 2008, an increase of 49.6 percent over CY 2007. In the domestic market it clocked a growth of 22.4 percent with 245387 units in 2008, while overseas sales grew by 92.5 percent, with exports accounting for 243,931 units in 2008. HMIL's fully integrated state-of-the-art manufacturing plant near Chennai boasts of the most advanced production, quality and testing capabilities in the country. In continuation of its commitment to provide the Indian customer with global technology, HMIL commissioned its second plant in February 2008 which produces an additional 300,000 units per annum, raising HMIL's total production capacity to 600,000 units per annum. HMIL has invested to expand capacity in line with its positioning as HMC's global export hub for compact cars. Apart from the expansion of production capacity, HMIL currently has 251 strong dealer network across India, which will be further bolstered in 2009. In 2008, HMIL also successfully completed 10 glorious years of operations in India and to commemorate its achievements, initiated a unique trans-continental drive from Delhi to Paris

in two of its hugely popular i10 Kappa cars. The drive created automobile history by completing a distance of 10,000km in just 17 days after which the i10s were showcased at the Paris Motor Show in October. In fact it was at the Paris Motor Show that HMIL first unveiled the Hyundai i20 and the car received a phenomenal response from the auto enthusiasts across the world. Hyundai Motor India also accomplished the landmark of producing the fastest 20th lakh cars in India in 2008. Like 2008, the year 2007 had also been a significant year for Hyundai Motor India. It achieved a significant milestone by rolling out the fastest 400,000th export car. Hyundai exported to over 95 countries globally; even as it plans to continue its thrust in existing export markets, it is gearing up to step up its foray into new markets. 2007 also saw the launch of the i10 and yet another path-breaking record in its young journey by rolling out the fastest 1,500,000th car. Hyundai's new model i10 made a clean sweep of all the 'Car of the Year 2008' awards from the leading automotive magazines and TV channels like BS Motoring, CNBC-TV18 AutoCar, NDTV Profit Car & Bike India and Overdrive magazine. The i10 was also the choice of the discerning automotive media of the country as they conferred the prestigious 'Indian Car of the Year' (ICOTY) award to the i10 as well. The Santro and the Accent also received the 'TNS Voice of the Customer - 2008' award for the Premium Compact Car (Santro) and the Entry Mid size Car (Accent). In March 2008 it achieved yet another milestone by rolling out the fastest 500,000th export car. In 2007, the Hyundai Verna had also bagged some of the most prestigious awards starting with the Overdrive magazines Car of the Year 2007, the Best Mid-size Car of the Year

award from NDTV Profit Car & Bike India, the Best Value for Money Car from CNBC Autocar and 'Performance Car of the Year' from Business Standard Motoring. Hyundai cars have been a favorite at all awards ceremonies and has won many awards. The Sonata Embera won the 'Executive Car of The Year 2006' award from Business Standard Motoring magazine and NDTV Profit Car & Bike India had declared the Tucson as the 'SUV of The Year 2006'.

PRODUCTION TECHNIQUES:

The Press Shop A computer controlled line that converts sheet metal to body panels of high dimensional accuracy and consistency. The Body Shop A hi-tech line that builds full body shells from panels. Automated robotic arms are used for intricate welding operations that ensure superior and consistent build quality.

The Paint Shop This is one of the most modern paint shops in the country and uses the environment friendly water based process for superior and lasting exteriors. A unique process management system followed here helps us deliver the most extensive colour range, independent of minimum batch

requirements, helping customers get their preferred colour anytime. The Aluminum Fondry Forges the engine cylinder blocks for our cars to exacting design specifications. One of the biggest engine shops in the country, this unit is equipped with the most modern tooling and testing facilities to make a wide range of engines inhouse.

The Plastic Extrusion Unit Moulds the dashes, bumpers and other plastic components to perfect fit and finish. The Plastic Paint Shop One of the very few manufacturing units in India to have this facility in-house, Hyundai's plastic paint shop delivers a high grade finish on exterior plastic components. The Test Track With comprehensive performance testing facilities like rattle testing and ABS brake testing, this track is designed to meet pre-delivery (PDI) certification standards to exacting Euro specifications. Other Plant Pictures

Assembly Line

Assembly Line

Pre Delivery Inspection

Pre Delivery Inspection

Wheel Alignment Calibartion

Administration Block

PRODUCT PROFILE OF HYUNDAI 1. HYUNDAI SANTRO 2. HYUNDAI i 10

3. HYUNDAI i20 4. HYUNDAI GETZ 5. HYUNDAI ACCENT 6. HYUNDAI TUCSON 7. HYUNDAI SONATA 8. HYUNDAI VERNA

PRODUCTS MANUFACTURED BY THE HYUNDAI MOTORS INDIA LTD.: 1. HYUNDAI SANTRO

2. HYUNDAI i10

3. HYUNDAI i20

4. HYUNDAI GETZ

5.HYUNDAI ACCENT

6. HYUNDAI VERNA

HYUNDAI SONATA

8. HYUNDAI TUCSON

POPULAR PRODUCTS IN MORADABAD CITY 1. HYUNDAI SANTRO 2. HYUNDAI i 10 3. HYUNDAI i20 4. HYUNDAI GETZ 5. HYUNDAI ACCENT

SCOPE OF THE STUDY

SCOPE OF THE STUDY

Several features of this report are designed to make it particularly easy for professionals and students to understand the customers perception about Hyundai.

This report presents highly technical subject matter without complex using a balance of text and figures. The approximately

formulas by

14 figures accompanying the text

provide a visual and intuitive opportunity for understanding the material. Important points are highlighted at appropriate places to stress their importance.

This study is limited to the consumers of hyundai with in Moradabad city. The study will be able to reveal the preferences, needs, satisfaction of the customers regarding the Hyundai, It also help company to know whether the company and its services are offering are really satisfying the customers needs.

OBJECTIVES OF THE STUDY

OBJECTIVES OF THE STUDY

These are the primary objectives of the market survey report based on that and further study can be carried out ,following objectives are as follows:-

To study the satisfaction level of customer of hyundai To study the positioning of products and services of hyundai in Market place.

ASSUMPTION FOR THE STUDY

Every customer is highly satisfied by the overall performance of Hyundai.

Positioning of products & services of Hyundai in the mind of customers is very high.

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
Introduction of the problem: To study the customer satisfaction towards Hyundai.

Research design: Research design is simply the framework or plan for a study, Used
guide in collecting and analyzing data. For the study: for conducting that research I selected the Descriptive research design.

Descriptive research design: Descriptive research is also called Statistical Research. The main goal of this type of research is to describe the data and characteristics about what is being studied. The idea behind this type of research is to study frequencies, averages, and other statistical calculations. Although this research is highly accurate, it does not gather the causes behind a situation. Descriptive research is mainly done when a researcher wants to gain a better understanding of a topic. that is, analysis of the past as opposed to the future. Descriptive research is the exploration of the existing certain phenomena. The details of the facts wont be known. The existing phenomenas facts are not known to the persons.

1. Sampling design:
I. Population: Sampling unit: customers Extent: Moradabad

II.

Sample size: The sample size of the report is 100 customers.

III.

Sampling method: There are two Method of sampling: 1. Probability sampling: It is based on the concept of random selection of a controlled procedure that assures that each population element is gives a non-zero chance of selection. Probability sampling is of following types: I) Simple Random IV)Cluster 2. II) V) Systematic Double III) Stratified

Non probability sampling: Non probability sampling is non-random and subjective i.e. each member does

not have a known non zero chance of being included. Types of non probability sampling: Convenience Judgment Quota For the study: In this report non probability convenience sampling is used to conduct a research.

Data collection method:

Primary data: The primary data are those which are collected afresh and for the first time, and thus happened to be original in character. There are several methods of collecting primary data particularly in surveys. Important ones are: (i) (ii) (iii) observation method interview method through questionnaires

(iv)

Through schedules etc.

For the study: Questionnaire method is used for collecting the data while conducting the research. II. Secondary data: The secondary data are those which have already been collected by someone and which have already been passed through the statistical process. Secondary data may either be published data or un published data. Usually published data are available in : (i) (ii) (iii) various publications of central, state, are local government; technical and trade journals; books, magazines, and newspapers. The sources of unpublished are many; they may be found in diaries, letters, private individuals and organizations.

For the study: Internet is used for collecting the data while conducting the research. Data sources- Primary, Secondary. Data approaches- Questionnaire. Sampling unit- customers of Hyundai Sample size- 100 customers Sample procedure-Non Probability Convenience sampling. Contact method- Direct.

DATA ANALYSIS

DATA ANALYSIS
Q.1. Do you have a car? a. yes b. no 65% 35%

INTERPRETATION
The above chart shows that 65% respondent have car and 35% respondent dont have car

Q.2.

Do you have a plan to buy a car? a. YES b. NO 68% 32%

INTERPRETATION
The above chart shows that 68% respondent plan to buy a car and 32% do not

Q.3.

IF yes, which companies car do you have ? a. Chevrolet c. Hyundai 25% 20% b. Maruti Udyog d. Other 45% 10%

INTERPRETATION
The above chart shows that 25% respondent have chevrolet car,45% respondent have maruti Car, 20% respondent have hyundai and 20% have other companies car.

Q.4.

Which features, among your car attract you more? a. Price c. Average e. Others 26% 25% 10% b. External features d. Color 34% 5%

pric e External feature c olour Other

INTERPRETATION
The above chart shows that 26% respondent prefer price ,34% respondent prefer external feature,25% respondent prefer average of the car,5% respondent prefer color and10% respondent towards other things.

Q.5.

How much, you drive your car in a month? a. 200-400 Km. c. 600-800 Km 20% 30% b. 400-600 Km d. Above 800 Km 35% 15%

INTERPRETATION
The above chart shows that 20% people drives 200-400 km per month,400-600 km. drives 35%,600-800 km. drives 30% and above 800 km.15% people drives his car per month

Q.6.

How its performance with your accordance? a. Excellent c. Likely 27% 33% b. Poor d. Average 15% 25%

exc ellent poor likely average

INTERPRETATION
The above chart shows that 275 people said that the performance of the car is excellent,155 says poor,33% says likely and 25% people says that the performance of chevrolet car is average

Q.7.

Are you satisfied by the after sale service of your car? a. Yes 73% b. No 27 %

INTERPRETATION
The above chart shows that 73% people are satisfied and 27% people are not satisfied with the after sale service of chevrolet car

Q.8.

Are you satisfied with the average of your car? a. Yes 76% b. No 20% c. cant say 14%

INTERPRETATION
The above chart shows that 76% people are satisfied with the average of their car,20% are not satisfied and 4% people cant say anything about the average of their car

Q.9.

Are you satisfied with the quality of your car? a. Yes 68% b. No 22% c. Cant say 10%

INTERPRETATION
The above chart shows that 68% people are satisfied with the quality of car,22% people are not satisfied and 10% people cant say anything about the quality of the car.

Q.10. Do you think that you per performance of your car? a. Yes 56% b.No 20% c.Cant say 24%

Yes No C an't say

INTERPRETATION
The above chart shows that 56% people thinks that their per performance of their car ,20% people says no and 24% people cant say any thing about their per performnce of their car

Q.11. How much do you spent monthly on the maintenance of your car? a. Rs 500-1000 c. Rs1500-2000 5% 30% b. Rs 1000-1500 d. above 2000 15% 50%

Rs 500-1000 Rs1000-1500 Rs 1500-2000 Above Rs 2000

INTERPRETATION
The above chart shows that 5% people spent Rs. 500-1000,15% people spent Rs 10001500,30% people spent Rs 1500-2000 and 50% people spent more than Rs. 2000

Q.12. Are you satisfied with the varieties of the car offered by the hyundai? a. Yes 67% b. No 33%

Yes No

INTERPRETATION
The above chart shows that 67% people are satisfied with the varieties offerred by the hyundai and 33% people are not satisfied.

Q.13. Do you think that this car company have a bright future in India? a. Yes 79% b. No 21%

Yes No

INTERPRETATION
The above chart shows that 79% people says that the company has abright future in india and 21% says no.

Q.14. Do you satisfied with the service staff of the hyundai service centre? a. Yes 86% b. No 14%

Yes No

INTERPRETATION
The above chart shows that 86% people are satisfied with the service staff of hyundai and 14% people are not satisfied with the service staff .

FINDINGS

FINDINGS
65% people have car and 35% people dont have car 68% people plan to buy a car and 32% do not 25% people have chevrolet car,45% people have maruti Car, 20% have hyundai and 20% people have other companies car. 26% people prefer price ,34% people prefer external feature,25% prefer average of the car,5% people prefer color and10% towards other things 20% people drives 200-400 km per month,400-600 km. drives 35%,600-800 km. drives 30% and above 800 km.15% people drives his car per month 27% people said that the performance of the car is excellent,155 says poor,33% says likely and 25% people says that the performance of chevrolet car is average 73% people are satisfied and 27% people are not satisfied with the after sale service of chevrolet car 76% people are satisfied with the average of their car,20% are not satisfied and 4% people cant say anything about the average of their car 68% people are satisfied with the quality of car,22% people are not satisfied and 10% people cant say anything about the quality of the car. 56% people thinks that their per performance of their car ,20% people says no and 24% people cant say any thing about their per performnce of their car 5% people spent Rs. 500-1000,15% people spent Rs 1000-1500,30% people spent Rs 1500-2000 and 50% people spent more than Rs. 2000 67% people are satisfied with the varieties offerred by the hyundai and 33% people are not satisfied. 79% people says that the company has abright future in india and 21% says no.

SUGGESTIONS

SUGGESTIONS

More advertisement by distributing pamphlets, hoardings, commercial add on T.V. More awareness They should identify the threats and challenges prevailing in the market and according to that they should form strategy to be more unique.

As we all know that Hyundai is on good position among all automobile companies it has more customer as compare to other automobile they can easily attract more people for its product by using the goodwill of company.

LIMITATIONS

LIMITATIONS
Its a time consuming survey. People are not interested in filing the questioner, so they dont prefer it. People are not so much aware about these types of surveys and they ask many questions. Another problem which I face was that people were hesitating to give information about their views freely.

CONCLUSION

CONCLUSION
Gaining high levels of customer satisfaction is very important to a business because satisfaction customers are most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business. There are many factors which lead in high levels of customer satisfaction including. Products and services which are customer focused and hence provide high levels of value for money. What is clear about customer satisfaction is that customers are most likely to appreciate the goods and services that they buy if they are made to feel special. This occurs when they feel that the products and services that they buy have been specially produced for them or for people like them. The maximum of the respondents preferred comfort, mileage, speed and inside space as the most important attributes which determine the buying behavior of the respondents. Thus it was found out that all the asked for attributes were important for the customers while buying a luxury sedan but comfort was the most prominent followed by Mileage and speed.

BIBLIOGRAPHY

BIBLIOGRAPHY
BOOKS: Kothari, C.R., Research Methodology, New Age Publications. Malhotra, Naresh K., Marketing Research, An Applied Orientation, Fourth Edition, Pearson Prentice Hall, 2005, Part II, pp. 71-340. Chisnall, P.M. (1985). Marketing: A Behavioural Analysis. 2nd edn. McGraw-Hill. Zeithaml, V.A. and Bitner, M.J. (1996), Services Marketing, international edition, McGraw Hill, New York, NY and London.

WEBLIOGRAPHY http://seonix.org/business/customer-satisfaction-in-7-steps/ http://en.wikipedia.org/wiki/Customer_satisfaction en.wikipedia.org/wiki/ Hyundai

ANNEXURE

QUESTIONNAIRE
Dear respondent, I am the student of TMU (Moradabad) conducting a survey on Customer Satisfaction Towards Hyundai. Kindly spare few minutes to fill up this questionnaire. Any information provided by you will be used for academic purpose only. Name: Age: Gender Occupation Location Contact No. Q.1. Do you have a car? a. yes b. no

Q.2.

Do you have a plan to buy a car? a. YES b. NO

Q.3.

IF yes, which companies car do you have ? a. Chevrolet c. Hyundai b. Maruti Udyog d. Other

Q.4.

Which features, among your car attract you more? a. Price c. Average e. Others b. External features d. Color

Q.5.

How much, you drive your car in a month? a. 200-400 Km. c. 600-800 Km b. 400-600 Km d. Above 800 Km

Q.6.

How its performance with your accordance? a. Excellent c. Likely b. Poor d. Average

Q.7.

Are you satisfied by the after sale service of your car? a. Yes b. No

Q.8.

Are you satisfied with the average of your car? a. Yes b. No c. cant say

Q.9.

Are you satisfied with the quality of your car? a. Yes b. No c. Cant say

Q.10. Do you think that you per performance of your car? a. Yes b.No c.Cant say

Q.11. How much do you spent monthly on the maintenance of your car? b. Rs 500-1000 c. Rs1500-2000 b. Rs 1000-1500 d. above 2000

Q.12. Are you satisfied with the varieties of the car offered by the hyundai? a. Yes b. No

Q.13. Do you think that this car company have a bright future in India? a. Yes b. No

Q.14. Do you satisfied with the service staff of the hyundai service centre? a. Yes b. No

Any suggestion about Hyundai (if any)

Signature Thank You