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ISSN No :2231-5063

Vol 4 Issue 10 April 2015

ORIGINAL ARTICLE

International Multidisciplinary
Research Journal

Golden Research
Thoughts
Chief Editor
Dr.Tukaram Narayan Shinde

Associate Editor
Dr.Rajani Dalvi

Publisher
Mrs.Laxmi Ashok Yakkaldevi

Honorary
Mr.Ashok Yakkaldevi

Welcome to GRT
RNI MAHMUL/2011/38595
ISSN No.2231-5063
Golden Research Thoughts Journal is a multidisciplinary research journal, published monthly in English,
Hindi & Marathi Language. All research papers submitted to the journal will be double - blind peer reviewed
referred by members of the editorial board.Readers will include investigator in universities, research institutes
government and industry with research interest in the general subjects.

International Advisory Board


Flvio de So Pedro Filho
Federal University of Rondonia, Brazil

Mohammad Hailat
Dept. of Mathematical Sciences,
University of South Carolina Aiken

Hasan Baktir
English Language and Literature
Department, Kayseri

Kamani Perera
Regional Center For Strategic Studies, Sri
Lanka

Abdullah Sabbagh
Engineering Studies, Sydney

Ghayoor Abbas Chotana


Dept of Chemistry, Lahore University of
Management Sciences[PK]

Janaki Sinnasamy
Librarian, University of Malaya

Ecaterina Patrascu
Spiru Haret University, Bucharest

Romona Mihaila
Spiru Haret University, Romania

Loredana Bosca
Spiru Haret University, Romania

Delia Serbescu
Spiru Haret University, Bucharest,
Romania

Fabricio Moraes de Almeida


Federal University of Rondonia, Brazil

Anurag Misra
DBS College, Kanpur

Anna Maria Constantinovici


AL. I. Cuza University, Romania
Ilie Pintea,
Spiru Haret University, Romania
Xiaohua Yang
PhD, USA

George - Calin SERITAN


Faculty of Philosophy and Socio-Political
Sciences Al. I. Cuza University, Iasi

......More

Titus PopPhD, Partium Christian


University, Oradea,Romania

Editorial Board
Iresh Swami
Pratap Vyamktrao Naikwade
ASP College Devrukh,Ratnagiri,MS India Ex - VC. Solapur University, Solapur
R. R. Patil
Head Geology Department Solapur
University,Solapur
Rama Bhosale
Prin. and Jt. Director Higher Education,
Panvel
Salve R. N.
Department of Sociology, Shivaji
University,Kolhapur
Govind P. Shinde
Bharati Vidyapeeth School of Distance
Education Center, Navi Mumbai
Chakane Sanjay Dnyaneshwar
Arts, Science & Commerce College,
Indapur, Pune
Awadhesh Kumar Shirotriya
Secretary,Play India Play,Meerut(U.P.)

N.S. Dhaygude
Ex. Prin. Dayanand College, Solapur
Narendra Kadu
Jt. Director Higher Education, Pune
K. M. Bhandarkar
Praful Patel College of Education, Gondia
Sonal Singh
Vikram University, Ujjain

Rajendra Shendge
Director, B.C.U.D. Solapur University,
Solapur
R. R. Yalikar
Director Managment Institute, Solapur
Umesh Rajderkar
Head Humanities & Social Science
YCMOU,Nashik
S. R. Pandya
Head Education Dept. Mumbai University,
Mumbai

Alka Darshan Shrivastava


G. P. Patankar
S. D. M. Degree College, Honavar, Karnataka Shaskiya Snatkottar Mahavidyalaya, Dhar
Maj. S. Bakhtiar Choudhary
Director,Hyderabad AP India.

Rahul Shriram Sudke


Devi Ahilya Vishwavidyalaya, Indore

S.Parvathi Devi
Ph.D.-University of Allahabad

S.KANNAN
Annamalai University,TN

Sonal Singh,
Vikram University, Ujjain

Satish Kumar Kalhotra


Maulana Azad National Urdu University

Address:-Ashok Yakkaldevi 258/34, Raviwar Peth, Solapur - 413 005 Maharashtra, India
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Golden Research Thoughts ISSN 2231-5063 Impact Factor : 3.4052(UIF)


Volume-4 | Issue-10 | April-2015 Available online at www.aygrt.isrj.org
A STUDY ON CUSTOMER SATISFACTION TOWARDS HYUNDAI
CARS WITH SPECIAL REFERENCE TO KRISHNAGIRI DISTRICT

J. Senthil Velmurugan
Assistant Professor, Periyar Institute of Management Studies, Periyar University Salem.

Short Profile

J. Senthil Velmurugan is working as an Assistant Professor at Periyar Institute of Management


Studies in Periyar University Salem.

Co-Author Details :

S. Tasnim
M. Phil Research Scholar, Periyar Institute of Management Studies, Periyar University Salem.

ABSTRACT:

As Hyundai company is one of the


reputed automobile companies in
India. Most of the companies are
finding many ways to satisfy the
customers
to overcome the
competitors product. Companies
are using one of the methods
customer satisfaction survey and
getting
opinion
from the
respondent. So that the study is
conducted to know how much level
the customers are satisfying
towards Hyundai cars in Krishnagiri
city. The survey was conducted by
collection of data from various
customers and consumers. The respondents those who are buying and using this brand are mostly
satisfied. Currently, people are interested to buy luxuries cars to meet their necessities. The objective of
the survey is to identify the customer expectations and giving the best quality, service, reliability as well
as price through some changes.
KEYWORDS
Customer satisfaction, Hyundai motors and post sales service.

A STUDY ON CUSTOMER SATISFACTION TOWARDS HYUNDAI CARS WITH SPECIAL REFERENCE TO KRISHNAGIRI DISTRICT

INTRODUCTION
Customer satisfaction survey is essential for business to success todays market place. Customer
satisfaction is an abstract concept and involves such factors as the quality of the product, the quality of
service provided, the atmosphere of the location where the product or service is purchased and the
price of the product or service. It is important because it provides marketers and business owners with a
metric that they can use to manage and improve their business.
DEFINITION:
Customer satisfaction measures how well the expectations of a customer concerning a product
or service provided by your company have been met.
AUTOMOBILE INDUSTRY IN INDIA
HYUNDAI MOTOR COMPANY
Established in 1967, Hyundai motor co. has grown into the Hyundai Motor Group, which was
ranked as the worlds fifth largest auto maker since 2007 and includes over two dozen auto related
subsidiaries and affiliates. Hyundai Motor, which exported its first independently made high quality
vehicles ranging from sedans, SUVs, trucks and buses.
In 2010, Hyundai Motor sold about 3.6 million cars worldwide, up 16.3 % from 2009.
Hyundai Motor, South Koreas largest automaker, sold 659,565 cars in the Korean domestic
market in 2010, reaching a market share of about 45 %. Outside Korea, the company sold about 2.9
million cars 2010 in over 186 countries through some 5,300 dealers.
INTRODUCION OF HIMMAVASINI HYUNDAI
Himmavasini Himmavasini achieved National sales customer satisfaction Award within a year
of establishment.
We market and service Hyundai Motors ever-popular Sonata, Santro, i20, i10, Eon, Santa fe,
Verna and Accent. Indias first performance our sales and service outlets at Hosur, Dharmapuri and
Krishnagiri. We are the proud owners as well as prospective buyers.
Our sales team is made up of dedicated showroom and field executives who are professionally trained
by Hyundai Motors India Ltd, they are adept at guiding the customer through the entire sales process
right from assisting in choice of model, color and features up to lending a helping hand in arranging
finance at competitive rates.
STATEMENT OF THE PROBLEM
The study is taken from the point of view of customers preference on Hyundai cars. The
company is giving verity of model, style, color, luxury, feeling comfort, service and quality.

A STUDY ON CUSTOMER SATISFACTION TOWARDS HYUNDAI CARS WITH SPECIAL REFERENCE TO KRISHNAGIRI DISTRICT

OBJECTIVES OF THE STUDY:


1.To study the purpose of satisfaction level about services of Hyundai cars in Krishnagiri city.
2.To study the customers opinion regarding the models and performance of Hyundai cars.
3.To identify the level of brand loyalty of the customer.
4. To offer suggestions from the findings of the study.
METHODOLOGY
The study is based on primary and secondary data. Primary data has been collected though the
questionnaires of selected sample respondents. The secondary data has been collected from various
resources like magazines, journals, news papers, libraries, and websites and so on.
STATISTICAL TOOLS
The following tools were used to analyse the data percentage analysis, weighted average,
ranking, chi square. Statistical tests are conducted at 5 percent level of significance.
SAMPLING TECHNIQUES
Convenience sampling is used in this study and the sample size is 100. The data collected from
the respondent who is using this brand particularly Krishnagiri city.
REVIEW OF LITERATURE
Srinivas KT (2013) has conducted A study on Customer satisfaction with respect to Hyundai i20,
he found that most of the customers having good experience of shopping Hyundai motors and they feel
comfort. It suggest most of the customers do not know technically hence they need more explanation
about the product, so that they may feel good.
N. Prasanna Kumar (2014) has conducted A study on Consumer satisfaction on Hyundai Cars and
he found that majority of male respondents are using small cars comparatively female respondents for
their personal use. They were suggested that price is reasonable and it need more post purchase
service.
M. Ganesan, Soundarapandiyan (2011) has conducted A Study i10 Hyundai cars Chennai
customers satisfaction level and found that most of the youngsters are using this product and feeling
stylish, comfort, brand image, pickup., and customers are much satisfied with after sales and service.
PERCENTAGE ANALYSIS

Age
Up to 30 years
31 40 years
41 50 years
Above 50 years
TOTAL

TABLE-1
AGE OF THE RESPONDENTS

No. of Respondent
15
32
28
25
100

Percentage
15
32
28
25
100

A STUDY ON CUSTOMER SATISFACTION TOWARDS HYUNDAI CARS WITH SPECIAL REFERENCE TO KRISHNAGIRI DISTRICT

INFERENCE: The above table shows that 15 %age of the respondents are in the age group of up to 30
years, 32 % of the respondents are in the age group of 31-40 years, 28 % of the respondents are in the
age group of 41-50 years and 25 % of the respondents are in the age group of above 50 years. It is
concluded majority of the respondents are in the age group of 31-40 years.
TABLE-2
GENDER OF THE RESPONDENTS

Gender
Male
Female
TOTAL

No. of Respondent
85
15
100

Percentage
85
15
100

INFERENCE: The above table shows that 85 % of the respondents are male and 15 % of respondents are
female. Majority of the respondents are from male respondents.
TABLE-3
OCCUPATION OF THE RESPONDENTS

Occupation
Students
Professional
Business
Govt. Employee
Pvt. Employee
TOTAL

No. of Respondents
5
30
40
7
18
100

Percentage
5
30
40
7
18
100

INFERENCE: The above table shows clear 5 % of respondents are students, 30% of respondents are from
professional, 40 % of respondents are business, 7 % of respondents are govt. employees and 18 % of
respondents are pvt. Employees. Majority showing 40 % of respondents from business.
TABLE-4
INCOME LEVEL OF THE RESPONDENTS

Income
Less than 3,00,000
3,00,000 to 6,00,000
More than 6,00,000
TOTAL

No. of Respondents
15
40
45
100

Percentage
15
40
45
100

A STUDY ON CUSTOMER SATISFACTION TOWARDS HYUNDAI CARS WITH SPECIAL REFERENCE TO KRISHNAGIRI DISTRICT

INFERENCE: The table is clear 15 % of respondents income are less than 3,00,000, 40 % of respondents
income are 3,00,000 to 6,00,000 and 45 % of respondents income are above 6,00,000. It concludes 45 %
of respondents incomes are more than 6, 00,000.
TABLE-5
RELATIONSHIP BETWEEN AGE AND PURPOSE OF USING CAR

Purpose of using
Car
Age
Up to 30 years
31 40 years
41 50 years
Above 50 years
TOTAL

Personal
use
3
6
10
5
24

Business
use
6
14
7
9
36

Social status
5
7
9
6
27

Others
1
5
2
5
13

Total
15
32
28
25
100

INFERENCE: The above table shows that relationship between age and purpose of using car. 24
respondents are belongs to the age group up to 30 years and the purpose of using PERSONAL, 36
respondents are belongs to the age group 31-40 years and the purpose of using Business, 27
respondents are belongs to the age group 41-50 years and the purpose of using Social status and 13
respondents are belongs to the age group above 50 years and using other purpose. It concludes 32
respondents are belongs to the age group of 31-40 years.

Calculated
Value
6.98

Degrees of
freedom
(r-1) (c -1)
(4 -1) (4 -1) = 9

Table Value

Accepted/rejected

16.92

Accepted

Level of
significance
5%

The calculated value is (6.98) less than table value, hence accept null hypothesis.
FINDINGS
1.Majority of the respondents are in the age group of 31-40 years.
2.Majority of the respondents are from male respondents.
3.Majority showing 40 % of respondents from business.
4.It concludes 45 % of respondents incomes are more than 6, 00,000.
5.32 respondents are belongs to the age group of 31-40 years.
6.The calculated value is (6.98) less than table value, hence accept null hypothesis.
CONCLUSION
In this pressurised market, every company are producing the product for the benefit of
customers as well as owners. The following conclusion are drawn from the study, management should
satisfy customers and employee by giving incentives and promotions. The customers are satisfied with
brand image, after sales service, comfort, stylish etc., they are happy with this product and
recommended others to buy.

A STUDY ON CUSTOMER SATISFACTION TOWARDS HYUNDAI CARS WITH SPECIAL REFERENCE TO KRISHNAGIRI DISTRICT

REFERENCE
1. Philip Kotler, Principles of Marketting, Sultan Chand and Company Ltd., New Delhi, 2002.
2. C.R. Kothari, Research Methodology, Wishwa Prakashan, New Delhi, 1985 (Reprint 2003)
3. Dr. Anitha Thimmaiah (2013), Product and Brand Building Strategies A Study of Hyundai Motors.
4. Mrs.K. Vidhyakala (2014), A Study on Factors influencing the Customers To Prefer Hyundai i10 Car in
Coimbatore City.
5. N. Prasanna Kumar (2014), A Study on Consumer Satisfaction of Hyundai Car Users with Special
Reference to Vijayawada City.
6. Srinivas KT (2013), The Study on Customer Satisfaction with Respect to Hyundai Motor Cars i20 in
Bangalore City.
7. M. Ganesan and K. Soundarapandiyan, i10 Hyundai Chennai Customers Satisfaction level.
8. www.hyundai.co.in
9. www.google.com

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