SUMMER TRAINING PROJECT REPORT

ON

“A STUDY ON CONSUMER PREFERENCE ON THE MARUTI

SUZUKI, HYUNDAI MOTORS IN LUCKNOW CITY”
ON
MARUTI SUZUKI
Towards partial fulfillment of
BACHELOR OF COMMERCE (HONS.)
SUBMITTED BY:

VIKAS KUMAR
B.COM(H) V- SEMESTER
ROLL NO. - 190400050056
UNDER SUPERVISION OF:
DR. VIVEK KUMAR TIWARI
ASSISTANT PROFESSOR
ACADEMIC SESSION 2020-21

Department of Commerce

SHRI JAI NARAIN MISHRA POST GRADUATE

COLLEGE , LUCKNOW

[i]
[ii]
 DECLARATION

I, VIKAS KUMAR, a student of Bachelor of Commerce (Hons.) Programme at the SHRI JAI NARAIN

MISHRA POST GRADUATE COLLEGE , LUCKNOW hereby declare that all the information, facts

and figures used in this research project titled “A STUDY ON CONSUMER PREFERENCE ON THE

MARUTI SUZUKI, HYUNDAI MOTORS IN LUCKNOW CITY” have

been collected by me. I also declare that this project report has been prepared by me and the same has

never been submitted by the undersigned either in part or in full to any other University or Institute or

published earlier.

This information is true to the best of my knowledge and belief.

Date: (VIKAS KUMAR)

[iii]
 ACKNOWLEDGEMENT

Preparing a project of this nature is an arduous task and I was fortunate enough to get support

from a large number of people to whom I shall always remain grateful.

I also acknowledge my gratitude to my project guide Dr. VIVEK KUMAR TIWARI

(Assistant Professor) SHRI JAI NARAIN MISHRA POST GRADUATE COLLEGE ,

LUCKNOW for the valuable advice, guidance, precious time and support she offered. I would

also like to thank all the respondents for giving me their precious time, relevant information and

advice without which I would not be able to complete this project.

VIKAS KUMAR

B.COM(H) Vth SEMESTER

[iv]
 PREFACE
This is an attempt to know how the theories can be applied to practical situation. As a student of

B.COM(H) it is a part of everyone to undergo Research report at some good industry or

organization. So for this purpose I got the opportunity of Research entitled" A COMPARATIVE

STUDY OF MARUTI SUZUKI AND HYUNDAI " .

In the first part of the report, the general information of the company has been collected.

Information is collected through primary and secondary sources as well.

In the second part of the report contains the specialized subject study. Objective of the project is

to the selling process and promotional activities.

The report is based upon the market research and brand promotion/ Activation process at JSV

HYUNDAI. During Research entitled I learnt n many things and got the chance to apply my

theoretical knowledge in practical life , in any business or in organization promotion of the

product, market research of the competitors and consumer buying behavior towards the product

is very important, that‟s why project report is based onselling process and promotional activities.

In present era consumer are the most important key to the success of the organization, so for the

success of the organization it is very important to know the buying behavior of consumer. For

that I made questionnaire based the various factors and did survey person in lucknow city.

[v]
 EXECUTIVE SUMMARY

One of the fastest growing industries in the world is automobile industry. This automobile

industry even has its influence on the Indian market. Probably automobile industries occupy a

large market share in the worlds market as well as in the Indian market.

Nearly 18% of the total national income is being incurred from the automobile industry. From

this we can estimate how important the automobile industry in the improvement of GDP of a

country is. In India automobile industry has a growth rate is at the average of 10-12%.

To analyze the customer satisfaction towards Hyundai and Maruti Suzuki and also to know the

customer satisfaction about overall Product features and performance and after sale service.

OBJECTIVES OF THE STUDY

1. To understand the customer satisfaction towards Hyundai and Maruti Suzuki.

2. To know the customer satisfaction about the features of Hyundai and Maruti Suzuki.

3. To know the customer satisfaction towards the after sales service offered by Hyundai

and Maruti Suzuki.

4. To provide suggestions, in improving the customer satisfaction, company sales and

profitability.

RESEARCH METHODOLOGY

To study the objectives in detail, the following research methodology is adopted, as the objective

of the project is to Compare and Analyze with HYUNDAI and MARUTI SUZUKI.

[vi]
DATA COLLECTION

The data for project is collected from using sources of both Primary Data and Secondary Data.

PRIMARY DATA

Primary data is collected through sample survey based on structured questionnaire and also

through direct interviews with the employees and managers of Cauvery ford.

SECONDARY DATA COLLECTION

 Information that already existing somewhere having been collected for another purpose.

 Includes the information available with company.

 Includes findings of research previously done in the field.

 Collected from the magazines, newspapers, and internet.

SAMPLING PLAN

Sampling unit - Walk-in customers in to the showroom.

Sample size – 100 customers who owns Hyundai and Maruti.

Sampling Instruments – Structured Questionnaire, Face to face Interview.

Geographical Area Covered – Lucknow city

DATA ANALYSIS

The data collected through questionnaire were classified and tabulated. Percentage analysis was

the methods used to present data from the statistical point of view.

FINDINGS

1. Young people prefer Ford and Hyundai cars than Maruti.

[vii]
2. When it comes to brand, Hyundai is considered to be luxurious Car compared to Ford and

Maruti.

3. Quality, Reliability and Fuel Efficiency are the first thing which comes into customer‟s

mind when they think about a car.

4. Majority of respondents are satisfied with the physical features of the Maruti car than Ford

and Hyundai.

5. Majority of respondents are satisfied with the maintenance of Hyundai car compared to Ford

and Maruti.

LIMITATIONS OF THE STUDY

1. The study was conducted only in Lucknow city.

2. Lack of interest of people to join with the survey.

3. The limitation of time is a big factor of the survey.

4. Validity of the information.

5. Recommendations of the study are only personal opinion. Hence judgment may not be

considered as ultimate solutions.

6. There may be respondent‟s bias.

SUGGESTIONS

1. Hyundai should improve the promotion strategy of product.

2. Hyundai should know its customers satisfaction level through periodic surveys. Periodic

surveys can treat customer satisfaction directly.

3. Hyundai should not only concentrate on the customer satisfaction but also led to monitor

their competitor‟s performance in their areas of operations.

[viii]
4. Hyundai should make changes according to the other competitors & according to the

customer‟s expectations.

5. As a promotional measure should go for many free service camps. This will increase the

customer‟s loyalty.

[ix]
 TABLE OF CONTENTS

Chapters Particulars Page No.

Certificate from the Organization (i)

Certificate from the Head of the Institute (ii)

Preface (iii)

Acknowledgement (iv)

Executive Summary (v-vii)

1 Introduction 1-43

2 The Project Profile & Review of Literature 44-55

3 Introduction of the organization 45-55

4 Research Methodology 56-60

5 Analysis and Interpretation of Data 61-83

6 Finding, Suggestion 84-88

7 Conclusion 89-90

8 Bibliography 91-92

9 Annexure 93-95

10 Questionnaire 94-95

[x]
 Chapter-1

Introduction

[1]
 INDUSTRY PROFILE

INTRODUCTION TO AUTOMOBILE INDUSTRY

One of the fastest growing industries in the world is automobile industry. This automobile

industry even has its influence on the Indian market. Probably automobile industries occupy a

large market share in the worlds market as well as in the Indian market.

Nearly 18% of the total national income is being incurred from the automobile industry. From

this we can estimate how important the automobile industry in the improvement of GDP of a

country is. In India automobile industry has a growth rate is at the average of 10-12%.

INDIAN AUTOMOBILE INDUSTRY SINCE 1947:

Its fascinating drive through history, which begins as a story of isMARUTI SUZUKItion and

missed opportunities to one of huge potential and phenomenal growth. India‟s fixation with

socialism and planned economies had a crippling impact on the automotive industry in its

formative years. The goal at that time for independent India was self-sufficiency. Issues like

quality and efficiency were simply not considered. Dependence of foreign technology was

banned and manufacturers were forced to localize their products; import substitution became the

order of the day. Though we learnt to localize, the cars we made were all outdated designs with

little or no improvements for decades. The automotive industry stagnated under the

government‟s stifling restrictions and the Indian car buyer was saddled with cars of appalling

quality and even then there was a waiting list that at one point stretched to eight years!

This attempt at self-reliance failed miserably because of the industry‟s isMARUTI SUZUKItion

from the best technology. The Japanese and later Korean auto industries were also highly

[2]
protected in their formative years but they never shut the door on technology. Instead, they

relentlessly tapped the best talent pools in the world to absorb the know-how to produce good

cars.

One of the most important chapters in the Indian automotive industry‟s history was written by

Maruti. It marked the Indian government getting into the far business in the early1980‟s, a

radical shift in thinking after decades of treating cars with disdain. The Maruti 800 went on to

become the staple car of India and put a nation on wheels. This little car set a benchmark for

price, size and quality and structured India as small car market.

It wasn‟t till 1993 that things really started to change for the Indian car buyer. With the

liberalization of the economy, a host of international carmakers rushed in. But most of them were

in for a shock as Indian customers rejected their product. Indian customers refused to allow the

glitter of prestigious brands blind them to the outdated and overpriced products they were

offered. The Indian consumer wanted super value, and rewarded the brands that delivered it,

handsomely. Hyundai and Maruti delivered, and profited.

The period also saw the emergence of the Indian players like Tata Motors and Mahindra &

Mahindra. They rose to the challenge of the MNC‟s and responded brilliantly with the Indica and

the Scorpio. This was ironically due to the license raj that forced Indian carmakers to be

innovative and develop products frugally. India‟s frugal engineering skill has now caught the

world‟s imagination, and an increasing number of carmakers are preparing to setup major

capacities here. India is changing. And changing fast. It‟s moving forward. India‟s largest-selling

car is not its cheapest car, the 800.It is the Alto. People‟s aspirations are rising and so are their

[3]
mistakes, have got their finger on the pulse of the market. Get the right product and the rewards

are handsome.

The Indian auto industry is today bubbling with promise and confidence. It‟s been a long journey

but to see where the Indian car industry is going. We have to see where it has been.

AUTOMOBILE INDUSTRY IN PRE-INDEPENDENCE:

The first motorcar on the streets of India was seen in 1898, Bombay had it first taxicabs by the

turn of the century. In 1903, an American company began a public taxi service with a fleet of 50

cars. For about 50 years after car arrived in India, cars were directly imported. Before World

War I, around 40,000 motor vehicles were imported. During the years between the wars, a small

start for an automobile industry was made when assembly plant were established in Bombay,

Calcutta and Madras.

The import/assembly of vehicles grew consistently after the 1920s, crossing 30,000 units by

1930.It was during the end of the war that the importance of establishing an indigenous

automobile in India was realized. Premier Motors, Hindustan Motors and Mahindra & Mahindra

set up factories in the 1940s for progressive manufacture rather than assembly from imported

components. The cars they chose to make were the latest in the world when they were introduced

in India in the formative years of the industry.

POST- INDEPENDENCE:

The government clamped down on imports and foreign investments. Companies like GM and

ford packed their bags and left. India‟s clock, thereafter, stood still while the world raced on

[4]
ahead. It would take nearly 50 years before the Indian auto industry could catch up with the rest

of the world again.

[5]
BROADBANDING ERA:

In January 1985, the government announced its famous „broad banding‟ policy which gave new

licenses to brad groups of automotive products such as two and four-wheeled vehicles. Through

a liberal move, the licensing system was very much intact. A manufacturer had to submit a

phased-manufacturing programmed to the Ministry of Industry specifying the indigenization

progress and allowing for almost complete indigenization within five to seven years. The biggest

hurdle was the foreign-exchange clearance required for these projects. Except for MUL, which

had direct access to policy-makers, every other manufacturer still faced a series of obstacles.

Several new products were launched during this period. All three traditional carmakers added

new models to their ranges – Standard Motors returned to the car business after 10 years, when

in 1985 it introduced the Standard 2000, a Rover SD1 body with the old two-litre Vanguard

engine.HM bought in a 1972 Vauxhall Victor in 1985, transplanted its ageing Ambassador

engine into it and the Contessa was born.

THE BIRTH OF THE AMBASSADOR:

In 1957, a small tail fin was added on either side of the rear fenders, along with anew, dimpled

hood, and the car was re-christened the Ambassador Mark I. The car costRs.17, 000.In 1963, it

underwent a frontal facelift with a closely checkered grille and was named the Ambassador Mark

II. It would be another 12 years before the Ambassador got a facelift. In 1975, another minor

facelift to the same grille and a much bigger frontal facelift turned out as the Mark III. The Mark

IV, launched in 1979, was the last of the Mark cars. The Ambassador Nova was launched in

1990, followed by Ambassador 1800ISZ three years later. The Nova was the last Ambassador

powered by the 1489cc petrol engine. In 2004, HM launched the cosmetically-revised

[6]
Ambassador under the Avigo name. Designed by Mavendra Singh, the retro look Avigo had

classic touch internals like a centrally mounted console, beige-colored seats and wood finish

interiors.

THE CONTESSA YEARS:

The Hindustan Contessa, launched in 1982, was one of the few luxury cars manufactured in the

country in the 1980s and 1990s.It was based on the 1970s vintage Vauxhall victor. While it was

initially launched with the 1489cc engine found in the Ambassador, the Contessa was soon given

the Isuzu engines. There were three versions of this car - 1.8GLX (Isuzu petrol), 2.0DLX (Isuzu

diesel) and the rare 2.0T (Isuzu diesel, turbo).The last Contessa rolled out in 2002, phased out by

the demand for cheap Japanese cars.

Some of the leading Indian auto players in Indian automobile industry are:

➢ Premier,

➢ Tata

➢ Mahindra and Mahindra

➢ Maruti

➢ Hindustan motors Premier: The story of premier is the story of one man‟s vision, Seth

Walchand Hirachand. He not only give India its first car factory but also the country‟s first

aircraft factory – Hindustan Aeronautics Limited and the country‟s first modern ship yard,

Hindustan Shipyard Limited Building India‟s first auto factory Seth Walchand Hirachand has

first started the trails to establish an Indian car manufacturing plant in Indian for which he went

[7]
to U.S.A. where three largest car manufacturing companies are located. He wants Indian

company to be completely independent, with Indian management capital and employees, paying

royalty or technology transfer payment to western countries. After approaching General Motors

they insisted on part ownership. Seth Walchand then moved to second largest automaker Ford;

Henry agreed, but delegated the project to Ford of Canada, which refused. Finally the third

largest automaker Chrysler agreed and singed in an agreement in Bombay in 1940.

[8]
 ORGANIZATION STRUCTURE

M P Shyam, A C Krishna Raju, S V S Guptha

a
(Directors)

N Avinash (Executive Director)

Murali Ganesh, Balashekaran Ravishankar

Kiran Kumar (Finance (Accessories
(Sales Manager) Manager)
Manager)

sst. Manager
Jaganath Shetty Manjunath
(Service (Showroom
Manager) Manager)

ccessories
Department
Team Team Service Floor Body shop
Leader Leader Manager Incharge Manager ack Office, Drivers,
House -Keeping,
Admin Related
Technicians Technicians Technicians

Consultants Consultants

[9]
COMPANY PROFILE

[10]
 COMPANY PROFILE

Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company

(HMC). HMIL is the largest passenger car exporter and the second largest car manufacturer in

India. It currently has ten car models across segments – Eon, Grand i10, Elite i20, Active i20,

Xcent, Verna, Creta, Elantra, Tucson and Santa Fe. HMIL‟s fully integrated state-of-the-art

manufacturing plant near Chennai boasts advanced production, quality and testing capabilities.

HMIL forms a critical part of HMC‟s global export hub. It currently exports to around 87

countries across Africa, Middle East, Latin America, Australia and the Asia Pacific. HMIL has

been India‟s number one exporter for the last 10 years consecutively. To support its growth and

expansion plans, HMIL currently has 475 dealers and more than 1,226 service points across

India. In its commitment to provide Consumers with cutting-edge global technology, Hyundai

has a modern multi-million dollar R&D facility in Hyderabad. The R&D centerendeavors to be a

center of excellence in automobile engineering.

Hyundai Motor India Ltd is a wholly owned subsidiary of the Hyundai Motor

Company in India. It is the second largest automobile manufacturer in India.

Hyundai Motor India Limited was formed on 6 May 1996 by the Hyundai Motor

Company of South Korea. When Hyundai Motor Company entered the Indian Automobile

Market in 1996 the Hyundai brand was almost unknown throughout India. During the entry of

Hyundai in 1996, there were only five major automobile manufacturers in India,

i.e. Maruti, Hindustan, Premier, Tata and Mahindra. Daewoo had entered the Indian automobile

market with Cello just three years back while Ford, Opel and Honda had entered less than a year

back.

[11]
For more than a decade till Hyundai arrived, Maruti Suzuki had a near monopoly over the

passenger cars segment because Tata Motors and Mahindra & Mahindra were solely utility and

commercial vehicle manufacturers, while Hindustan and Premier both built outdated and

uncompetitive products.

Hyundai Motor India Limited:-

The South Korean automobile manufacturer of India, Hyundai Motors is ranked amongst the

biggest car maker in the world.

Its subordinate, Hyundai Motor India Limited (HMIL), is the second biggest car producer in

India with popular brands such as Getz, Sonata Embera, Santro, Elantra, Accent and Tuscon

under it. The firm has been certified under ISO 14001 for entailing sustainable eco-friendly

administration practices.

Initiated in the year 1967, Hyundai Motor Company (HMC), has its headquarters at the capital of

South Korea - Seoul. HMC is a segment of Hyundai Kia Automotive Group and administers the

world's biggest incorporated vehicle service at Ulsan situated in South Korea.

Hyundai Motor India Limited (HMIL), currently has more than 30 modifications of passenger

cars in six sections. The various cars feature in different divisions such as Santro is B type car,

Getz a B+ type car, Accent C type, Elantra D type, Tucson SUV type, etc.

In the financial year 2019, the company registered joint sales of 252,861 units with a steady

expansion of 17.26%. In a span of 7 and half years, HMIL launched 1,000,000 passenger cars

and is recognized as the chief exporter of cars with an annual export turnover of ` 1,800 crores.

[12]
To expand its business network, HMIL has entered into retail joint venture with many financial

organizations in India like Sundaram Finance, Mahindra Finance, HDFC Bank, Punjab National

Bank, etc.

The Financial Segment mainly provides financial services including automobile retail loans and

auto-leasing, and it also engaged in issuing and managing of credit cards. The Other Segment is

mainly engaged in the manufacture of railway vehicles and systems, and also provides the train

maintenance services.

[13]
 AWARDS:

2018

 May 10, 2017: Global Distributor of the Year 2016- HMIL by HMC.

 May 02, 2018: Hyundai India Opens „Online Car Booking‟.

 April 28, 2018: Hyundai Inaugurates Global Quality & Training Center in India

 April 20, 2017: Hyundai Announces Global Launch of the „All New Xcent‟.

 April 12, 2019: Awarded Sedan of the Year- Elantra& CSR champion of the Year- HMIL by

Motoring World.

 April 6, 2017: Hyundai Introduces „The New 2017 Elite i20 - Dual Tone Variant‟.

 April 5, 2018: Hyundai Introduces CRETA E+ diesel Variant & SX+ Dual Tone trim

Introduced in 1.6 Petrol and 1.6 Diesel.

 April 2, 2019: Hyundai Flags off the 2nd Edition of the Great India Drive with the All New

Tucson.

 April 1,2018: Hyundai's hat trick ICOTY Winners Grand i10, Elite i20 &Cretaachieves

10,000 sales in the month of March.

 Mar 16, 2018: Car Maker of the Year – HMIL by EVO

 February. 10, 2018: Hyundai Elantra received „Sedan of the Year‟ award by BTVi- Car

India

 February. 10, 2019: Hyundai Tucson received „SUV of the Year‟ award by BTVi- Car India

[14]
 February. 10, 2017: Hyundai received „CSR campaign of the Year‟ award for safe move

campaign by BTVi- Car India

 February. 06, 2017: Hyundai launches New 2017 Grand i10

 January. 26, 2017: Hyundai Elantra received „Design of the Year‟ award by Gaadiwadi.com

 January. 25, 2017: Hyundai Tucson received „ Urban SUV of the Year „ award by TopGear

 January. 19, 2017: Hyundai Elantra received „Sedan of the Year‟ award by AutoCar

 January. 19, 2017: Hyundai received „Best CSR initiative for Road Safety‟ award by

AutoCar

 January. 19, 2017: Hyundai received „Manufacturer of the Year‟ award by AutoCar

 January. 17, 2017: Hyundai received „Car Manufacturer of the Year‟ award by Motorbeam

 January. 16, 2017: Hyundai Tucson received „Crossover of the Year „ award by Flywheel

 January. 16, 2017: Hyundai Elantra received „Sedan of the Year‟ award by Flywheel

 January. 16, 2017: Hyundai Elantra received „Reader‟s Choice Car of the Year‟ award by

Flywheel

 January. 04, 2017: Hyundai Tucson received „Premium Compact SUV of the Year‟ award

by Motor Vikatan

 January. 02, 2017: Hyundai Achieves Domestic Sales Milestone of 5 Lakh Units in CY-16

[15]
 MISSION OF HYUNDAI

“To create exceptional automotive value for our Consumers by harmoniously blending safety,

quality and efficiency. With our diverse team, we will provide responsible stewardship to our

community and environment while achieving stability and security now and for future

generations.”

VISION OF HYUNDAI

“At this very moment, It is developing eco-friendly and human •oriented technologies for the

future and setting up optimized global management systems in order to provide the best

experience to its Consumers.”

[16]
 SWOT ANALYSIS OF HYUNDAI

STRENGTHS

 Fastest growing automaker by brand.

 Strong research & development; it has established eight Research and Development

centres in different part of the world.

 It has world largest automobile plant named “The Ulsan Plant” located in Korea.

 Hyundai vehicles are sold in 193 countries via 6000 dealers.

 It was ranked 8th in automotive brand ranking of 2018.

 Fastest growing company in automotive industry..

 Growth in Europe region sales.

 Strong revenues and profits in 2018.

 Hyundai‟s brand value reaches $9 billion, ranking No. 43 in Interbrand‟s 2018 Best

100 Global Brands

 Hyundai Motor to launch first electric car in 2018.

[17]
WEAKNESSES

 Low availability of spare parts due to unavailability of authorized dealers and

distributors.

 Hyundai recalled cars on different occasions due to issues in seat belt and brakes.

 In 2018, the sales goes down by 4% in Korea.

 Production losses

 Lack of attractive car designs as compared to major competitors.

 Weak presence in Asia region.

 The sales are on lower side in Japan.

OPPORTUNITIES

 Manufacture low price and fuel efficient cars for third world countries

 Enter into untapped markets.

 The fuel prices are increasing therefore; it‟s the right time for Hyundai to start

focusing on manufacturing Hybrid cars.

 It should launch its electric cars ahead of other competitor to get first move

advantage.
[18]
  Provide training to dealers to improve Consumer services.

 Boosting fuel efficiency

 Increase production efficiency of manufacturing plants to increase global sales.

THREATS

 Conflict between South and North Korea could impact the largest production facility

of Hyundai Motors.

 Fierce competition in automobile industry.

 Unrest in Africa region.

 Raise in price of fuel might reduce the demand of Hyundai vehicles.

 Betterment in public transport infrastructure could decline the company sales.

 Fluctuations in currency exchange rate might negatively impact the company profit

margin.

Hyundai STP :-

Segment :-Complete automobile segment including JSVs, sedans & SUV‟s.

Target Group :-Young executives from the upper-middle income bracket.

Positioning :-Hyundai gives luxury cars at affordable prices which is a globally recognized

and accepted brand.

[19]
Products/Services/and Process/Facilities:

1.EON

1. The perfect first car :-An ideal blend of style, performance and economy, the Hyundai EON is

the perfect choice for those who seek that extra value.

2. Superior Fuel Mileage :-Hyundai EON is equipped with well proven and efficientiRDE

technology. The 814cc, 3 cylinder engine has been bred significantly for Indian roads to

deliver optimum power with superior Fuel mileage of 21.1 Km/Lt.

3. Touchscreen AV System :- The EON Sports edition comes with a 6.2 Touchscreen AV system

with phone link. Perfect choice for those who seek extra value & style.

4. EXTERIOR-

 Wraparound Head lamps

 Integrated Spoiler and Stylish tail lamps

 Body colored door handles & mirrors

5.INTERIOR

 Comfortable seating

 Large boot space

 Bucket type front seats

6.PERFORMANCE

 1.0L kappa engine

[20]
  0.8L iRDE engine

 5-speed manual transmission

7.SAFETY

 Remote Keyless entry

 Driver Airbag

 Reinforced body structure

8. CONVENIENCE

 Power Windows

 Internally adjustable Outside Mirrors

 Keyless entry & Centre Locking

 iPod and USB connectivity

[21]
2. 2017 Grand i10 Its Wowsome!

1. EXPERIENCE DYNAMIC SPACE IN COMPACT DIMENSION :- Generous dimension of

Grand i10 boasts its dynamic comfort with class-leading roominess and smart technology

features that elevate the confidence and pleasure of your driving experience.

2. BOLD STANCE,EXPRESSIVE DESIGN :-The striking modern design of the Grand i10 is

emphasized by the styling of the new Cascading design grille and LED Daytime Running

Lights (DRL).

3. Luggage space :-Together with class-leading cabin space, Grand i10 boasts one of the largest

trunks in its class.

4. Proactive safety :-The driver and passenger dual airbags ensures additional protection to

occupants in the event of frontal impact.

5. Front fog lamps :-The new projection fog lamps are ideally positioned low in the bumper to

provide better vision in foggy conditions.

6. Front Air Curtains :-Air twisting around the wheel area is minimized during driving to

increase your mileage and driving safety.

7. Chromed door handles :-Door handles with a chrome finish add an extra touch of

sophistication.

8. Rear bumper reflector :-The large rear bumper reflectors enables proper visibility to trailing

vehicles and ensures safety.

9. Rear wiper :- Carefully crafted wiper provides high wiping efficiency with optimum

coverage of sweep area.

[22]
 10. Integrated Spoiler :-The neatly integrated rear spoiler is provided for better aerodynamics and

rear profile aesthetics.

11. Roof rails :- The stylish black integrated roof rail lends a sporty appeal to the car while

completing modern exterior character.

3.XCENT THE STYLISH FAMILY SEDAN

1. ALL NEW XCENTTHE STYLISH FAMILY SEDAN :-The All New Xcent makes a bold

statement on the road while taking comfort and safety to a whole new level. An Ideal stylish

sedan for your family.

2. Space so Comfortable :-The All New Xcent is designed to match your style and family

needs. The Stylish Exterior and ergonomic spacious interior of the Xcent gives you no other

reason to drive any other car.

3. Wheel Air Curtain :-Air passage around the wheel area is curtailed while driving to increase

mileage and for safety purpose.

4. Fog Lamps with LED DRL's :-The stylish new LED Daytime Running Lights (DRL) add an

extra touch of finesse to the front of the all New Xcent.

5. Alloy Wheels :-The 2 tone Diamond cut R15 alloy wheels is machined to perfection which

imparts an aesthetic appeal.

6. Shark Fin Antenna :-Shark fin antenna adds a chic finish to the rear part of the roof and offers

better signal connectivity.

[23]
7. Front Bumper :-The All New Xcent front bumper design lends a Bold & Wide front look to the

car.

8. Rear Dual Tone Bumper :-The dual tone Rear bumper with sleek reflectors boost the sporty

styling and offer a wider appeal to the rear.

9. Storage system (door) :-Storage system is useful for keeping essential papers and offers build

in bottle holder.

10. Smart key :-Smart key enables the owner to get inside the car with the press of a button on the

door handles.

11. Engine push button start/stop :-Hi-tech and convenient push button enables start and stop of

the car with just a simple touch.

12. Driver Seat Height Adjustment :-Driver seat height adjustment offers the best driving position

for the person behind the wheel to enjoy a fatigue free drive.

[24]
4. Elite i20 Live Premium

1. EXPERIENCE THE PREMIUMNESS OF THE NEW 2017 ELITE i20 :-Fluidic Sculpture

2.0 philosophy proudly presents another ambitious design.From fluid aesthetics to the

modern appeal and premium interiors, nothing was compromised.

2. Stylish yet spacious :-Ergonomic and dynamic design meets convenience, comfort, and

space. Enjoy spacious, comfortable and fatigue-free journeys with well cushioned seats

offering good thigh & back support, ample storage space such as glove box, cup holders and

map pockets and much more for you to discover.

3. Front fog lamps :-Sporty fog lamps complements the headlamps with a stylish, modern

design and provides maximum penetration in foggy driving conditions.

4. Waistline molding :-Distinctive looking black color side molding imparts sporty looks and

prevents side scratches to the body.

5. Roof antenna :-The roof antenna optimizes the signal frequency for better audio output.

6. Rear wiper :-The rear wiper provides high wiping efficiency with optimum coverage of

sweep area.

7. A CAR BEYOND A JSV :-Everything you want within reach, all the info you need in a

glance along with sheer style. That's what you can enjoy while driving the New 2017 Elite

i20. Perfect ergonomics, top-quality material and all the comforts to suit your every need

offering a comfortable and sophisticated driving experience, making the New 2017 Elite i20

the premium JSV.

[25]
8. SAFETY IS PARAMOUNT FOR The New 2017 Elite i20 :- Because safety is non-

negotiable, there was no compromise in designing all safety features in Elite i20.

9. Anti-lock braking system (ABS) :-The Anti- lock braking system (ABS) prevents skidding

and retains the car steering on slippery surfaces. It also enables stable braking and restricts

wheel lock-upduring panic braking.

5. i20 Active Live Active

1. i20ActiveWith many first-in-segment features and the fluidic 2.0 design philosophy, this car

is a built to make everyday an adventure.

2. Enjoy the active lifestyle :-A mundane lifestyle is for those who like to play safe. But those

who dare to escape the everyday are the ones who live active.

3. THE HEART OF IT ALLWHERE STYLISH MEETS ACTION :-This funky yet functional

beauty is something that you have been always waiting for. The aggressive front grille with

multi-feature lamps, the glossy black finish pillar and tailgate spoilers make this car an active

drive.

4. Front Air Dam with Two tone Bumper :-The new hexagonal grille with chrome surround

lends a bold image to the i20 Active.

5. Roof Rails :-The silver finish roof rails enhances the rugged and sporty looks of i20 Active.

6. Chrome outside door handle :-The Chrome- coated door handles is striking on the eye and

lends a premium look.

7. SideMoulding& Cladding :-Blackened Cladding on wheel arches and side lends tough &

macho SUV exterior looks.

[26]
 8. Tailgate Spoiler :-The rear spoiler provides better aerodynamics at higher speeds while

complimenting its sporty looks & comes with stop lamp for higher safety.

9. i20 Active REDISCOVERY OF SPECIALTY :-Providing more dynamic driving

environment by the sensible and easy functions. Based on the advanced IT system, able to

enjoy more comfortable and joyful driving.

10. Thinking about safety? Then you have the answer :-The Hyundai i20 Active has safety

measures that always help you feel at ease. Hyundai believes that every little safety detail can

really enhance your driving experience.

11. Anti-lock braking system (ABS) :-The Anti- lock braking system prevents skidding and

retains the car steering on slippery surfaces. It also enables stable braking and restricts wheel

lock-up during panic braking.

6. Verna Unmatched Experience

1. Unmatched Drive :-Presenting the Verna. Its breathtaking style, along with top-of-the-line

safety features, well-appointed interiors and a powerful engine, make it the truly unmatchable

sedan.

2. A LOOKER THAT LOOKS INTO THE FUTURE :-Charming Verna set this vehicle apart:

distinct fog lamps blended into the body, a wing shape radiator grille in chrome, curvy

headlamps and a bonnet with character lines and volume that exude strength.

3. Front air dam :-Conveys an image of style, authority and sophistication.

4. Hood character lines :-Impressions of style and emphazies the fludic sculpture concept.

5. Chrome outside door handle :-Stylish chrome pull type door handles are convenient and look

elegant on the new Verna.

[27]
6. MEANT FOR YOU, IN EVERY WAY :-Take a seat in a metallic-hued and ergonomically

pleasing space that‟s easy on the eyes and practical. The doors continue the organic sweep,

and sporty, redesigned grip handles top it all off.

7. UNMATCHED PERFORMANCE :-The Verna is designed to take the roads by storm.

Quiet, responsive and robust, the Verna packs upto 128ps of power under the hood. With

exceptionally low NVH, it boasts of a super-silent cabin to offer an unmatched driving

experience.

8. UNMATCHED SAFETY :-Safety comes standard with the Verna. It comes with a host of

safety features that make sure that you stay in control, always.

9. Anti-lock brake system (ABS) :-When braking on wet and slippery roads, any deviation in

direction is detected by the Anti-lock brake system (ABS) sensors. The individual Anti-lock

brake system (ABS) then activates to keep your wheels from locking up, prevent skidding

and maintain directional control.

7. THE ALL NEW ELANTRA PRESTIG REDEFINED

1. PRESENTING THE ALL NEW ELANTRA :-Experience the new era of prestige. Discover

the magnificent definition of a modern premium sedan from Hyundai.

2. Enhanced chassis rigidity and strength :-Comprising more than 53% of advanced-high

strength steel, the enhanced chassis rigidity is certain to deliver better handling,durability and

performance.

3. Aerodynamic design :-It‟s a complete high-tech package design on a new level. With

optimized technologies, its sporty chassis structure is ideally designed to maximize stability

and fuel-efficiency.

[28]
4. Smart SUNROOF :-Electrically controlled smart sunroof with one touch operation for added

convenience.

5. Smart trunk system :-Simply carry and load more luggage easily with the smart key thanks to

the smart tailgate system that automatically opens the trunk within only 3 seconds when

standing near its perimeter.

6. TAILORED COMFORT :-Impeccable mastery over materials and forms exude an air of

inviting comfort and luxury above its class.

7. SUPER PERFORMANCE DELIVERED :-Dramatically optimized driving qualities deliver a

powerful, yet a smooth and quiet ride for a dynamic experience second to none.

8. ADVANCE SAFETY :- 6-airbag system Equipped with a 6-airbag system in all the

fundamental spots, Elantra ensures reliable protection of all occupants to their destinations.

9. DESIGNED AROUND YOU :-Enjoy comfort, control and class with driver-focused

technology features that deliver a unique driving experience.

8.CRETA THE PERFECT SUV

1. A HARMONY BETWEEN THE VISIBLE AND INVISIBLE :- A stylish exterior design

lets the inner beauty shine through. Experience a new driving sensation.

2. LIKE AUTO ROYALTY,CRETA COMMANDS AUTHORITY :- Smoothly creased hood

lines and a voluminous bumper make a dramatic first impression.Next gen imposing Triple

slat hexagonal chrome grille, reminiscent of an aircraft, not only looks regal, but allows for

dynamic driving.

[29]
3. Door Scuff Plates :-Door scuff plates added to the front and rear door sill for sporty appeal

and to protect the sill area during entry & exit of passengers.

4. Rear Defogger and Wiper/Washer :-While the defogger cleans the mist on the rear glass

during inclement weather conditions, the rear wiper and washer keeps the rear glass clean for

enhanced visibility.

5. Piano Black Roof with black spoiler :-Creta Dual Tone comes with black roof and sporty

black spoiler to match your style statement.

6. Black Shark Fin Antenna :-Creta Dual Tone not only compliments your style quotient but its

enhanced design adds elegance.

7. A SPORTY, HIGH-TECH EXPERIENCE,INSIDE AND OUT :- Who comes first when it

comes to the driver‟s-seat design? The driver, of course. Everything about the cabin, from its

roominess to flowing plane, was made to provide you with the utmost comfort and

convenience.

8. Luxurious interior :-Feel embraced by the fluid and delicate interior space, which comes in

dual tone color schemes. Luxurious details and design make for a premium image.

9. CRETA TAKES YOU AWAY AND BEYOND :-Smooth and comfortable, providing

exhilaration at every curve, every mile. The power-packed engines offer true driving pleasure

whenever and wherever.

10. Advanced high strength steel (AHSS) :-Use of Advanced high strength steel (AHSS) and

Ultra High Strength steel(UHSS) to create body structure improved body endurance, Lighter

body for better mileage and enhanced collision durability. Most of all, it means better

passenger protection.

[30]
11. HIDDEN DETAILS ENHANCE COMFORT WITH THE PASSING OF TIME :-Every

element is perfect for the touch, and every sound forms a perfect balance. Plenty of

convenience features help make your ride better, safer, and more enjoyable.

9. TUCSON BORN DYNAMIC

1. FUSION OF INNOVATION & PREMIUM COMFORT :-Enjoy moments of brilliance in

every journey with fun and dynamic driving experience that makes each day even more

special.

2. Born Dynamic :-The commanding presence of Hyundai's optimized „Fluidic Sculpture‟

design with a sleekrear surface and a striking fascia sets it apart from other SUVs.

3. Advance Safety :- Monitor System Hyundai Tucson ensures the highest level of safety with

Advance high strength steel and 6 airbags for driver and passengers and enhance the dynamic

driving experience.

4. 60:40 Split Foldable Rear Seats :-When it comes to an incredibly flexible and practical

seating layout, Tucson beats all with 60:40 Split foldable rear seats feature. Choose extra

convenience with 60:40 seat configuration. Tucson's ergonomically designed seats ensure

maximum comfort and dynamic space for everyone.

5. Hands Free Smart Power Tail Gate :-The Smart Power Tailgate automatically opens when an

individual holding the Smart key statys within detection zone.

6. PREMIUM COMFORT IN EVERY WAY :-There is no better way to feel relaxed then the

home-like comfort and first-class accommodation of the Hyundai Tucson.

7. ULTIMATE DYNAMIC DRIVING EXPERIENCE :-Enrich your everyday driving

experience with better fuel-efficiency,agility and versatility for a smoother ride.

[31]
8. Aerodynamic design :-With high-speed stability and highly-optimized body structure, All-

new Tucson brings innovative engineering to its sleek, next-generation design that delivers a

premium experience like no other. you can now enjoy the extra comfort and confidence on

the road at all times.

9. SAFETY&RELIABILITYIT'S :- THE FIRST THING ON OUR MINDHyundai continues to

set the safety standards of intelligent driving with greater rigidity and cutting-edge

technology of All-new Tucson that ensures our promise for your safe journey.

10. VOLUMINOUS SPACEWITHOUT BOUNDARIES :-The family-oriented design of the

spacious cabin provides the ultimate convenience and practicality to accommodate your

dynamic needs.

10. THE DYNAMIC SANTA FE

1. BOLD YET DELICATE, VOLUMINOUS YET BALANCED :-Storm-edge design meets

Hyundai's fluidic sculpture design.The all new Santa Fe looks robust and stylish from the

front to back.

2. THREE-DIMENSIONAL BEAUTY YOU CAN LUXURIATE IN:- Come on in. There's

plenty of space, futuristic design and superior luggage capacity. The interior continues the

exterior's sporty, dynamic promise.

3. Advance Safety Monitor System -Hyundai Santa fee ensures the highest level of safety with

Advance high strength steel and 6 airbags for driver and passengers and enhance the dynamic

driving experience.

[32]
4. FUSION OF INNOVATION &PREMIUM COMFORT -Enjoy moments of brilliance in

every journey with fun and dynamic driving experience that makes each day even more

special.

5. A GREATER WAY TO ENJOY YOUR RIDE -Whether you are on a family road trip or

driving around the city, every ride will provide all the comfort you need in a spacious cabin

with greater dynamic functions that are all within easy reach.

6. Engine Start / Stop button with Smart- KeyAllows driver to enter and exit the car with

simple press of the button on door and engine can be started quickly and easily at the press of

the button

7. Auto Up-down with Safety – driverOffering enhanced safety, the window automatically rolls

down when an obstacle in detected

8. ECM with Compass - ECM automatically senses & reduces light intrusion from rear vehicles

and reduces eye fatigue. Further, compass on ECM shows right direction during off-road

trips

[33]
 SELLING PROCESS OF HYUNDAI

1. AWARE :-

 When you contacting the Consumer, introduce yourself briefly.

 In case the Consumer call, ensure his queries are handle in the best possible way.

2. MEET :-

 Make prospect comfortable with the formalities.

 Adjust your communication style & behavior.

 Handle with uncertainties.

 Build a rapport with the Consumer.

3. DISCOVER :-

 Which Car do you own presently?

 Experience with the present car?

 What features are you looking for?

 How many Kms do you drive each day?

 Do you wish to travel on weekend trips?

4. EXPERIENCE:-

1. DEMO :-

F -: Front of the Car.

O -: Outside and Rear seat.

R -: Rear of the Car.

Y -: Your convenience on Driver Door.

O -: On the Driver Seat.

U -: Under the Hood.

[34]
5. TEST DRIVE :-

 PREPARATION OF TEST DRIVE.

 READY TO START.

 TRANSIT SEAT.

 STRAIGHT DRIVE.

 BIG CURVE.

 DARK AREA.

 SILENT AREA.

 FEEDBACK FORM FILLED BY CONSUMER

6. NEGOTIATE :-

 Explain the features of the vehicles and finalize a variant.

 Discuss optional accessories & Ex Warranty with the Consumer.

 Determine finance option/ Car exchange.

 Negotiate and present the final offer.

7. REVISIT :-

 Contact the Consumer and inquire about his dealership experience.

 Resolve Consumer queries/ doubts.

 If required, then again offer the TD to Consumer.

8. DECIDE :-

 Provide Consumer with the overview of the purchased process.

 Explain the exchange/ finance and list of docs required.

 Duly filled Consumer Docket mandatory.

[35]
9. OWN :-

 Consumer welcome.

 Vehicles walk around.

 Documentation.

 Delivery ceremony.

 Good bye and thanks for purchase.

10. CARE :-

 Call up the Consumer within 24 Hrs. of making purchase, followed by 15th day

home visit and 30th day referral call.

 Happy Consumers may give you referrals and leads.

[36]
 JSV HYUNDAI CARS

1. EON

2. I10 GRAND

3.I20

[37]
[38]
 COMPETITOR FOR HYUNDAI

 Biggest competitor for Hyundai motors in India is Maruti Suzuki.

 TATA MOTORS

 Renault

 Datsun

 Honda

[39]
COMPARISION BETWEEN

[40]
COMPARISION BETWEEN

[41]
COMPARISION BETWEEN

[42]
CAR PRICE

MODEL PRE-GST POST-GST PRICE

DIFFERENCE

EON 3.32-4.56 lakh 3.31-4.56 lakh 0.01 lakh

I10 GRAND 4.59-7.37 lakh 4.55-7.3 lakh 0.04-0.07 lakh

ELITE I20 5.36-9.07 lakh 5.31-8.97 lakh 0.05-0.10 lakh

[43]
 SALES ANALYSIS OF HYUNDAI APRIL 2019

OEMs April April %change

2018 2019

[44]
 Chapter-2
The Project Profile & Review of
Literature

[45]
 INTRODUCTION TO THE TOPIC

Customer Satisfaction is the buzzword used by the business people for the success of

organization in the present days. Due to the increases of heavy competition in every product –

line it become difficult for the companies to retain the customers for longer time. So retain the

customer for longer time the marketer has to do only one things i.e. customer satisfaction .If

customer is fully satisfied by the product it not only rub the organization successfully but also

fetch many benefits for the company . They are less process sensitive and they remain customer

for a longer period. They buy addition products overtimes as the company introduce related

produce related products or improved, so customer satisfactions is gaining a lot of importance in

the present day. Every company is conducting survey on customer satisfaction level on their

products .To make the products up to the satisfaction level of customers.

Satisfaction arises when an expectation is being fulfilled. Customer satisfaction refers to the

extent to which customers are happy with the products and services provided by a business. It is

important to gain high levels of customer satisfaction in a business as satisfied customers are

most likely to be loyal and make repeat orders and continue using the services provided by a

business.

MEANING OF CUSTOMER SATISFACTION

Customer happiness can be said as customer‟s satisfaction, fulfillment and delight towards the

service provided. It is a judgment that a product or service feature, or the product or service

itself, provides a pleasurable level of consumption related fulfillment….. Satisfaction is the

customer‟s evaluation of a product or service in terms of whether that product or service has met

[46]
their needs and expectations. Failure to meet needs and expectation is brought to dissatisfy with

the product or service.

Factors influencing customer satisfaction

 Product and service features

 Consumer emotions

 Attributions for service success or failure

 Perceptions of equity or fairness

Product and service features

Customer happiness with a product or service is influenced significantly by the customer‟s

evaluation of product or service features. Research has shown that customers of services will

make tradeoffs among different service features (price, quality and etc), depending on the type of

service being evaluated and the criticality of the service.

[47]
Consumer emotions

Actually, there are 2 types of emotion that are given below:

 Positive emotions

 Negative emotions

The emotions can be stable, pre existing emotions e.g. mood state or life satisfaction. For

example, when you are on vacation or at a very happy stage in your life, good mood and positive

frame of mind has influenced, you will respond positively to that service.

Attributions for service success or failure

Attributions the perceived causes of events influence perceptions of satisfaction as well, when

the customer has been surprised by an outcome (the service which is better or worse than

expected), customers tend to look for the reasons and their assessments for the reasons can

influence the satisfaction.

Perceptions of quality or fairness

Always, customers will ask themselves whether they have been treated fairly compared with

other customers. Notions of fairness are central to customer‟s perceptions of satisfaction and

happiness with products or services.

Components of customer satisfaction

The factors that make the customer satisfy and delighted are given below:

1. Service quality

 Reliability

[48]
  Responsiveness

 Assurance

 Empathy

 Tangibles

2. Product quality

3. Price

4. Situational factors

5. Personal factors

Service quality dimensions

Ultimately, customers judge the quality of services on their perceptions of the technical outcome

provided and on how that outcome was delivered. The service quality dimensions consist of:

1. Reliability that is ability to perform the promised service dependable and accurately.

2. Responsiveness that is the willingness to help customers and provide prompt service.

3. Assurance that is the employees knowledge and courtesy and their ability to inspire trust

and confidence.

4. Empathy that is the caring individualized attention given to customers.

5. Tangibles that are appearance of physical facilities, equipment, personnel, and written

materials.

In the case of airline industry, how customers judge the 5 dimensions of service quality is

given below:

[49]
Reliability: Flights to promise destinations depart and arrive on schedule.

Responsiveness: Prompt and speedy system for ticketing, in-flight, baggage handling.

Assurance: Trusted name, good safety record, competent employees

Empathy: Understanding of special individual needs, anticipates customer needs

Tangibles: Aircraft, ticketing counters, baggage area, uniforms.

Satisfaction normally involves the eliminating problems. It goes beyond to the concept of

delight, which is the positive surprise. It is the highest level of satisfaction and it transfers to

better outcomes that can be achieved through other levels of satisfaction. The customer is

satisfied with a defect rate of .01%, but if we could eliminate defects altogether, then the

customer would be delighted.]

Delight leads to behavioral outcomes that are substantially better than mere satisfaction. A

delighted and happy customer will go for repurchase, will have a positive word of mouth there

be increasing profit and sales of the organization. Thus customer happiness will lead to new

customer generation and retention of the existing customer.

Why do organizations think about the customer satisfaction and delight?

All organizations nowadays consider customer‟s satisfaction and delight for the reasons given

below:

 Repurchasing

 Word of mouth

 Pay less attention to competing brands and advertising

[50]
 Buy other products or services of the same company

 Profit increase

 Sales volume increase

Satisfied Delighted  Repurchasing

customer customer  Word of mouth
 Increasingly Profit
 Pay less attention to competing
brands and advertising
 Buy other products or services
of the same company

How do the customers form their expectations?

Expectations are formed based on the buyers past buying experience, statements made by friends

and associates, and marketer and competitor information and promises. If marketers raise

expectations too high, the customer is likely to be disappointed. On the other hand, some

successful companies are raising expectations and delivering performance to match.

These companies aim high because customers who are just satisfied will still find it easy to

switch suppliers when a better offer comes along. These who are highly satisfied are less ready

to switch. The fact is that high satisfaction and happiness or delight creates an emotional affinity

with the brand, not just a rational preference and this creates high customer loyalty.

[51]
THE FOUR FUNDAMENTALS OF CUSTOMER SATISFACTION:

A) Variables Related To The Products / Service Itself:

What you actually do for customer is going to be the key determines of customer perception. In

this case we see that the design of the products /service is most important. The design of product/

service affects customer satisfaction in two ways.

The design sends a message to the customer about the orgs basic values especially concerning

the tradeoff between cost and customer. Little is more damaging to customer satisfaction than

users perceiving that costs savings have been made their expenses.

Design can enhance or resist the orgs ability to keep customer happy during and often the sales.

A strong successful design increase confidence of front staff, which a poor design makes them

defensive, bad design places constraints on distribution channel choice, it can also to the cost and

difficulty in providing after sales support services.

B) Variables Related To Sales And Promotion:

Three factors affect customer satisfaction area.

MESSAGE: That helps to share customer ideas about the product or service benefits before they

have experienced them in use.

INTERMEDIARIES: Employee of the org to act on its behalf Ex: Brokers.

ATTITIDUES: Everyone in the frontline roles.

Ex: Receptionist etc. like.

[52]
Courtesy and helpfulness

Level of technical knowledge

Are they interested in the needs of the customer or merely selling?

C) Variables Related To After Sales:

This significant aspect with regard to after sales

Support services covering traditional after sales activity such as warranties, usertraining etc.

Feedback and restitution – the way org handle complaints etc.

D) Variables Related To Organization Culture:

This depends on the org if it behaves in maximizing customer satisfaction hereby paying services

to it. One of the must be careful to distinguish between formal and informal aspects of separate

culture in this regard. Formal values will be only meaningful if they supported by the right

informal culture and these develop over time.

 Extent and manner of service management involvement

 Degree to wish senior management practice leadership

 Consistency with which customer care policies are implemented

 Commitment of middle management

 Existence of reward system

[53]
It is usually these informal values that determine that the true measure of orgs intention towards

its customer.

METHDODS OF TRACKING AND MEASURING CUSTOMER SATISFACTION:

COMPLAINTS SUGGESTIONS SYSTEM: A customer centered org would make it easy for its

customers to deliver suggestions and complaints e.g. installing suggestion boxes, questionnaire.

CUSTOMER SATISFACTION SURVEY: A Company must not conclude that it can get a full

picture of customer suggestions system.

Responsive companies obtain direct measure of customer satisfaction by conducting periodic

surveys. They send questionnaire or make telephone calls to find out how they feel about the

rating aspects of the company‟s performances. They will also solicit buyer view on competitor‟s

performance.

GHOST SHOPPING: Another way to measure customer satisfaction is to hire persons to pose as

potential buyers to report their findings okay strong and weak point they experienced in buying

the company and competitor‟s products. Managers can themselves pose as shoppers and

experience firsthand, the treatment they receive as customer.

LOST CUSTOMER ANALYSIS: A Company should contact customer, who have stopped

buying, or who have switched to another suppler to learn what happened. Not only is it important

to conduct exit interview but also to monitor the indication that the company is falling to satisfy

it customer.

Total Customer Satisfaction:

[54]
In general, satisfaction is a person‟s feelings of pleasure or disappointment resulting from

comparing a product‟s perceived performance(or outcome) in relation to his or her expectations.

If the performance matches the expectations, the customer is satisfied. If the performance

exceeds expectations, the customer is highly satisfied or delighted. At a very low level of

customer satisfaction (level one), customers are likely to abandon the company.

CONSUMER SATISFACTION PROCESS

The paramount goal of marketing is to understand the consumer and to influence buying

behavior. One of the main perspectives of the consumer behavior research analyses buying

behavior from the so-called “information processing perspective". According to the model,

customer decision-making process comprises a need-satisfying behavior and a wide range of

motivating and influencing factors. The process can be depicted in the following steps:

•Need recognition – realization of the difference between desired situation and the current

situation that serves as a trigger for the entire consumption process.

•Search for information - search for data relevant for the purchasing decision, both from internal

sources (one's memory) and/or external sources.

•Pre-purchase alternative evaluation - assessment of available choices that can fulfill the realized

need by evaluating benefits they may deliver and reduction of the number of options to the one

(or several) preferred.

•Purchase - acquirement of the chosen option of product or service.

Consumption - utilization of the procured option.

[55]
Post-purchase alternative re-evaluation - assessment of whether or not and to what degree the

consumption of the alternative produced satisfaction.

Divestment - disposal of the unconsumed product or its remnants.

Besides the information processing perspective, marketing analyses consumer behavior by

employing a psychologically grounded concept of attitudes. It is consumer attitudes that are

usually named as the major factor in shaping consumer behavior and a wealth of studies is

available on the topic of how attitudes can predict behavior.

[56]
 Chapter - 3
Research Methodology

[57]
 STATEMENT OF THE PROBLEM

To analyze the customer satisfaction towards Hyundai and Maruti Suzuki and also to know the

customer satisfaction about overall Product features and performance and after sale service.

OBJECTIVES

1. To understand the customer satisfaction towards Hyundai and Maruti Suzuki.

2. To know the customer satisfaction about the features of Hyundai and Maruti Suzuki.

3. To know the customer satisfaction towards the after sales service offered by Hyundai

and Maruti Suzuki.

4. To provide suggestions, in improving the customer satisfaction, company sales and

profitability.

[58]
 RESEARCH METHODOLOGY

To study the objectives in detail, the following research methodology is adopted, as the objective

of the project is to Compare and Analyze with HYUNDAI and MARUTI SUZUKI.

DATA COLLECTION

The data for project is collected from using sources of both Primary Data and Secondary Data.

PRIMARY DATA

Primary data is collected through sample survey based on structured questionnaire and also

through direct interviews with the employees and managers of Cauvery ford.

SECONDARY DATA COLLECTION

 Information that already existing somewhere having been collected for another purpose.

 Includes the information available with company.

 Includes findings of research previously done in the field.

 Collected from the magazines, newspapers, and internet.

SAMPLING PLAN

Sampling unit - Walk-in customers in to the showroom.

Sample size – 100 customers who owns Hyundai and Maruti.

Sampling Instruments – Structured Questionnaire, Face to face Interview.

Geographical Area Covered – Lucknow city

[59]
DATA ANALYSIS

The data collected through questionnaire were classified and tabulated. Percentage analysis was

the methods used to present data from the statistical point of view.

PERCENTAGE ANALYSIS

Percentage refers to a special kind of ratio. Percentages are used making comparison between

two or more series of data. Percentages are used to describe relationship. Percentages can also be

used to compare the relative terms, the distribution of two or more series of data.

Formula for simple percentage analysis =

No. of respondents for the particular factor X 100

Total number of respondents

[60]
LIMITATIONS OF THE STUDY

1. The study was conducted only in Lucknow city.

2. Lack of interest of people to join with the survey.

3. The limitation of time is a big factor of the survey.

4. Validity of the information.

5. Recommendations of the study are only personal opinion. Hence judgment may not be

considered as ultimate solutions.

6. There may be respondent‟s bias.

[61]
 Chapter - 4
Analysis and Interpretation of Data

[62]
1. CUSTOMER PROFILE

TABLE: 1(a)

Table showing age wise classifications of respondents

COMPANY MARUTI HYUNDAI

Age (in year) Percentage (%) Percentage (%)

25-35 13 50

36-45 43 20

46-55 30 13

56 & above 13 17

Total 100 100

Analysis:-

The above table shows that majority i.e. 50% of Hyundai respondents, respondents and 13% of

Maruti respondents falling under the age group of 25-35, 43% of Maruti respondent, and 20% of

Hyundai respondent are in age group of 36-45, 30% of Maruti respondent, and 13% of Hyundai

respondent are in age group of 46-55, 17% of Hyundai respondent and 13% of Maruti respondent

come under age group of 56 & above.

[63]
GRAPH: 1(a)

Graph showing age wise classifications of respondents

Interpretation:-

Majority of the respondents of Hyundai fall under the age group of 25-35, because this is the age

when people want to enjoy their earnings and also oriented towards luxury. When it comes to car

brands, Hyundai is considered to be luxuries compared to Maruti.

[64]
TABLE: 1(b)

Table showing Occupation Wise Classifications of respondents

COMPANY MARUTI HYUNDAI

Occupation Percentage (%) Percentage (%)

Services 43 13

Businessman 13 30

Professional 30 50

Others 13 7

Total 100 100

Analysis:-

From the above table it can be found that 43% of Maruti respondents and 13% of Hyundai

respondents are Servicemen, 13% of Maruti respondents and 30% of Hyundai respondents are

Businessman, 30% of Maruti respondents and 50% of Hyundai respondents are Professional and

13% of Maruti respondents and 7% of Hyundai respondents fall in others.

[65]
GRAPH: 1(b)

Graph showing Occupation Wise Classifications of respondents

Interpretation:-

From the above graph it can be found that 43% of Maruti respondents and 13% of Hyundai

respondents are Servicemen, 13% of Maruti respondents and 30% of Hyundai respondents are

Businessman, 30% of Maruti respondents and 50% of Hyundai respondents are Professional and

13% of Maruti respondents and 7% of Hyundai respondents fall in others.

[66]
TABLE: 1(c)

Table showing Income Wise Classifications of respondents

COMPANY MARUTI HYUNDAI

Income Percentage (%) Percentage (%)

Less Than 25000 17 7

25000-50000 40 30

51000-100000 30 50

100000 Above 13 13

Total 100 100

Analysis:-

The above table shows that 17% of Maruti respondents and 7% of Hyundai respondents are in

Less Than 25000 income level group 40% of Maruti respondents and 30% of Hyundai

respondents are of 25000 - 50,000 income level 30% of Maruti respondents and 50% of Hyundai

respondents are of 51,000-100000 and 13% of Maruti respondents and 13% of Hyundai

respondents are above 100000 of income level.

[67]
 CHART: 1(c)

Chart showing Income Wise Classifications of respondents

Interpretation:-

The above graph shows that 17% of Maruti respondents and 7% of Hyundai respondents are in

Less Than 25000 income level group 40% of Maruti respondents and 30% of Hyundai

respondents are of 25000 - 50,000 income level 30% of Maruti respondents and 50% of Hyundai

respondents are of 51,000-100000 and 13% of Maruti respondents and 13% of Hyundai

respondents are above 100000 of income level

[68]
 TABLE: 2

Table showing the factors that the customers give more preferences when they think about

a car.

COMPANY MARUTI HYUNDAI

Factors Percentage (%) Percentage (%)

Price 14 13

Safety 13 14

Quality 27 30

Fuel Efficiency 13 33

Durability 10 0

Design 13 3

Reliability 7 4

Creative Look 3 3

Total 100 100

Analysis:-

From the above table we infer that 27% respondents of Maruti give preference to Quality, 14%

to Price, 13% to Safety, Fuel Efficiency and Design, 10% to Durability, 7% to Reliability and

3% to Looks.

In case of Hyundai we find 33% respondents give preference to Fuel Efficiency, 30% to Quality,

14% to Safety, 13% to Price, 4% to Reliability and 3% each to Design and Looks.

[69]
 CHART: 2

Chart showing the factors that the customers give more preferences when they think about

a car.

Interpretation:-

When we think about a particular product there are some aspects which influence customers in

purchasing and there are some preferences given by the customers to certain features of the

product. Through analysis we come to know that majority of Hyundai and Maruti respondents

give preferences to Quality, whereas Ford respondents give preferences to Fuel efficiency and

Reliability. Through this we infer that Quality, Reliability and Fuel Efficiency are the first thing

which comes into customer‟s mind when they think about a car.

[70]
 TABLE: 3

Table showing customer satisfaction towards the car.

COMPANY MARUTI HYUNDAI

Percentage (%) Percentage (%)

YES 100 100

NO 0 0

Total 100 100

Analysis:-

The above table shows that 100% of the customers of Ford, Maruti and Hyundai were satisfied

with their respective cars.

CHART: 3

Chart showing customer satisfaction towards the car.

[71]
Interpretation:-

All the respondents of Ford, Maruti and Hyundai approached were satisfied with their respective

cars and you don‟t find even a single customer who is dissatisfied with the car.

TABLE: 4

Table showing the general factors effecting customer satisfaction

COMPANY MARUTI HYUNDAI

Factors Percentage (%) Percentage (%)

Feature 57 50

Low Maintenance 20 30

Looks 10 7

After sales service 13 13

Total 100 100

Analysis:-

The sample drawn on the probability basis clearly shows that majority i.e. 50% of Ford, 57% of

Maruti and 50% of Hyundai respondents have the opinion that feature is the factor leading to

their satisfaction and 27%, 20% and 30% of Ford, Maruti and Hyundai respondents view Low

Maintenance as a vital factor for customer satisfaction. Followed by Looks which corresponds to

7%, 10% and 7% each of ford, Maruti and Hyundai, and with 16% of ford respondents, 13% of

Maruti respondents and 13% of Hyundai respondents of them view that After Sale Service as

satisfaction factor.

[72]
CHART: 4

Chart showing the general factors effecting customer satisfaction

Interpretation:-

Majority of the Maruti respondent i.e. 57% are of the idea that Feature of the Maruti contributing

to their satisfaction whereas only 50% respondents of Ford and Hyundai satisfied with the

feature of the car they own, followed by Low Maintenance where you find 30% respondents of

Hyundai are satisfied which is better compared to Ford and Maruti. Ford takes first place pushing

behind the Maruti and Hyundai in After Sale Service by satisfying 16% of their customers.

[73]
 TABLE: 5
Table showing the general factors influencing purchasing decision

(Strongly Agree-5, Agree-4, Neither Agree nor Disagree-3, Disagree-2, Strongly Disagree-1)

COMPANY MARUTI HYUNDAI

Factors 5 4 3 2 1 5 4 3 2 1

Quality 87 13 0 0 0 30 50 20 0 0

Price 17 43 40 0 0 13 63 13 11 0

Product Features 70 0 30 0 0 17 66 17 0 0

Brand Name 30 43 27 0 0 13 50 17 17 3

Advertisement 0 17 13 43 27 0 17 50 30 3

Family 17 40 0 0 43 10 50 20 17 3

Members/Peer

Group

Analysis:-
From the above tables we can infer that 96% of Ford respondents,100% of Maruti respondents

and 80% respondents of Hyundai agree that Quality influenced them in their purchasing decision

whereas 4%, 0% and 20% respondents of Ford, Maruti and Hyundai each disagree to this, 80%,

60% and 76% respondents of Ford, Maruti and Hyundai agree that Price influenced them in

purchasing decision whereas 20%, 40% and 24% respondents of each Ford, Maruti and Hyundai

Disagree, 73%, 70% and 83% respondents of each Ford, Maruti and Hyundai say that Product

features influenced them in buying decision whereas 27%, 30% and 17% say that they are not

influenced, 86%, 73% and 63% respondents of Ford, Maruti and Hyundai are influenced by

Brand Name whereas 14%, 27% and 37% of Ford, Maruti and Hyundai respondents disagree,

Advertisement influenced 37%, 17% and 67% respondents of Ford, Maruti and Hyundai whereas

[74]
63%, 83% and 33% respondents disagree, 67%, 57 and 50% respondents of each Ford, Maruti

and Hyundai are influenced through their Family Members/Peer Group and 33%, 43% and 50%

respondents of each Ford, Maruti and Hyundai do not agree that they are influenced by their

Family Members/Peer Group.

CHART: 5
Graph showing the general factors influencing purchasing decision

Interpretation:-
The statistic reveals that Quality as influenced most of Maruti respondents in purchasing

decision compared to Ford and Hyundai. But Ford has attracted many of its customers through

its Brand name, Product features and Price; Hyundai is able attract many of its customers

through its Advertisement and Product Features. The consumers are more quality conscious than

price conscious because they are ready to spend a little more to get good quality product and also

they felt that products they purchase should reflect their personal image.

[75]
 TABLE: 6

Table showing customer awareness about the car

COMPANY MARUTI HYUNDAI

Factors Percentage (%) Percentage (%)

Advertising 23 27

Shop Display 0 0

Word Of Mouth 27 17

Family/Friend/Relative 30 30

Dealer 7 20

Any Other 13 6

Total 30 30

Analysis:-
The above table shows that sources.
23% of the Maruti customers have gained awareness about their Cars through advertisement,
27% through Word of Mouth, 30% through Family/Friend/Relative, 7% through Dealers, and
13% through some other sources.
Whereas 27% of the Hyundai customers have gained awareness about their Cars through
advertisement, 17% through Word of Mouth, 30% through Family/Friend/Relative, 20% through
Dealers, and 6% through some other sources.

[76]
 CHART: 6

Chart showing customer awareness about the car

Interpretation:-

Majority of the customers of Maruti and Hyundai have gained awareness through their

Family/friend/Relative. Whereas, word of mouth has played a big role in spreading the

awareness of Maruti Cars to the Maruti customers. This reveals that Post purchase satisfaction of

the customers is able to spread a positive Word of Mouth about the Cars to other consumer

bases.Hyundai has been successful in creating the awareness of their brand through their

aggressive advertisement and through their dealers.

[77]
 TABLE: 7

Table showing customer opinion on promotional activities

COMPANY MARUTI HYUNDAI

Factors Percentage (%) Percentage (%)

Excellent 13 30

Good 77 63

Average 10 7

Poor 0 0

Total 100 100

Analysis:-

The above table shows that 77% of Maruti‟s respondents opinion towards the Promotional

Activities is good, 13% say Excellent, 10% say Average. 63% of Hyundai respondents opinion

towards the Promotional Activities is good, 30% say Excellent, 7% say Average.

[78]
 CHART: 7

Chart showing customer opinion on promotional activities

Interpretation:-

From the above chart we find a positive opinion of respondents towards the promotional

activities of all 3 brands and some or the other way even the promotional activities played a vital

role in influencing customers in buying decision. But Hyundai has outraced the Maruti and Ford

by holding 30% of customers who rated excellent to the Promotional activities of Hyundai.

[79]
 TABLE: 8

Table showing customers satisfaction level with the service provided by the dealer

COMPANY MARUTI HYUNDAI

Percentage (%) Percentage (%)

YES 100 100

NO 0 0

Total 100 100

Analysis:-

From the above table you can find 100% satisfaction level of the customers of all the three

brands with the service provided by their corresponding dealers.

[80]
CHART: 8

Chart showing customer satisfaction level with the service provided by the dealer

Interpretation:-

The respondents replied about the service offered by the Dealers Maruti and Hyundai. There was

not even a single customer of Maruti and Hyundai who is Dissatisfied with their service

providers. This shows that Maruti and Hyundai dealers have an excellent after sale services.

[81]
 TABLE: 9

Table showing whether product performance matching with customer expectations

COMPANY MARUTI HYUNDAI

Percentage (%) Percentage (%)

YES 87 93

NO 13 7

Total 100 100

Analysis:-

The response to the question “Did Product Performance matches your Expectations” reveals that

87% of Maruti respondents were satisfied and 13% were dissatisfied, 93% of Hyundai

respondents were satisfied and 7% were dissatisfied.

CHART: 9

Chart showing whether product performance matching with customer expectations

[82]
Interpretation:-

The statistics reveals that majority of Hyundai customers were satisfied with the Hyundai car. As

compared to Hyundai, 13% of Maruti respondents were dissatisfied with Maruti‟s product

performance.

TABLE: 10

Table showing would respondents recommend the same vehicle to friends & relatives

COMPANY MARUTI HYUNDAI

Percentage (%) Percentage (%)

YES 70 83

NO 30 17

Total 100 100

Analysis:-

The above table shows that 70% of Maruti respondents say that they will recommend and 30%

say that the chances are less, 83% of Hyundai respondents say that they will recommend but

17% say that the chances are less.

[83]
 CHART: 10

Chart showing would respondents recommend the same vehicle to friends & relatives

Interpretation:-

Greater parts of respondents are satisfied with Hyundai Car as compared to Maruti. This reveals

that Post purchase satisfaction of the customers is able to spread a positive Word of Mouth about

Hyundai Car to other consumer bases.

[84]
 Chapter - 5

Findings, Suggestions

[85]
 FINDINGS

1. Young people prefer Ford and Hyundai cars than Maruti.

2. When it comes to brand, Hyundai is considered to be luxurious Car compared to Ford and

Maruti.

3. Quality, Reliability and Fuel Efficiency are the first thing which comes into customer‟s

mind when they think about a car.

4. Majority of respondents are satisfied with the physical features of the Maruti car than

Ford and Hyundai.

5. Majority of respondents are satisfied with the maintenance of Hyundai car compared to

Ford and Maruti.

6. The after sale service offered by Ford satisfied majority of its customers compared to

Maruti and Hyundai.

7. Quality as influenced majority of Maruti respondents in purchasing decision. But Ford

has attracted many of its customers through its Brand name, Product features and Price;

whereas Hyundai is able to attract many of its customers through its Advertisement and

Product Features.

8. Ford has been success in creating its brand name and even in attracting those customers

also who are price sensitive‟s.

9. Majority of Hyundai customers were satisfied with the product performance as compared

to Ford and Hyundai.

10. There was not even a single customer of Maruti and Hyundai who is Dissatisfied with

their service providers.

[86]
11. Majority of the customers have gained awareness through their Family/Friends/Relatives.

Hyundai has been successful in creating the awareness of their brand through their

aggressive advertisement and through their dealers.

12. Majority of Hyundai respondents are satisfied with Quality and Price whereas Ford

customers are satisfied with the space availability in the car and Maruti respondents are

satisfied with the safety and comfort feature of the car.

13. Majority of the respondents of Maruti and Hyundai expect quick service and informative

salesperson from their respective dealers.

[87]
 SUGGESTIONS

1. Hyundai should improve the promotion strategy of product.

2. Hyundai should know its customers satisfaction level through periodic surveys. Periodic

surveys can treat customer satisfaction directly.

3. Hyundai should not only concentrate on the customer satisfaction but also led to monitor

their competitor‟s performance in their areas of operations.

4. Hyundai should make changes according to the other competitors & according to the

customer‟s expectations.

5. As a promotional measure should go for many free service camps. This will increase the

customer‟s loyalty.

6. Hyundai can go for more offers in order to retain their customers.

7. The customers should be provided with enough information regarding effective

maintenance of the Car so that the consumers get the best out of the Car.

8. Expertise technical person should attend the vehicle during the visit for a service as the

problem of the vehicle is discussed properly.

9. Should ensure the availability of the accessories at the service station.

10. Price on accessories should be reduced.

11. Should speed up the service in order to ensure that there is no delay in attention towards

the customers.

[88]
 CONCLUSION

„Hyundai‟ is acting as pioneer in the market of automobile industry. The company has grown

progressively and shown tremendous profits since from its inception regardless to the state of

economy. The company has spread its roots and branches to all over India. The company

maintains well trained qualified employees, which is big asset of the company. The company is

really performing very well earning good profits and even it is named Car of the year for

Hyundai i-20. To conclude, the company is the leader in the market producing highly qualitative

products and earning good profits and thus attracting the investor.

As the research, has shown the comparison between customer satisfaction regarding Hyundai

with Maruti cars. It has been observed that most customers are satisfied with pre sales services

similarly most with the post sales service. Hyundai and Maruti needs to improve some parts of

products, services in order to satisfy customers as high customer satisfaction level helps the

company to retain its existing customer as well as generate new customer through word of mouth

publicity. When we measured the satisfaction level of the respondents no matter which brand

they use majority gave the positive response that they are just satisfied or highly satisfied with

their brands there are very few in negligible amount who said that they will change their brand.

So this shows that it is not an easy task for one car brand to capture the market of other car

brand. Customer satisfaction index is a good tool to make improvements in the products and

services of the company. And therefore should utilize carefully & kept as Confidential as

possible.

So company should keep close eye on the market situation yet, customer were price sensitive,

but the changing market trend and customer view and preference shown that customer are now

[89]
quality sensitive. They want quality product, good services, easy availability of product and

better performance by the product. People are more brands conscious and they are satisfied with

the range of products available.

It has become a good practice in the academic work of this nature and analyzes and come out

with some conclusion that tends to pass judgment on the efficiency and effectiveness of

organization under study.

[90]
Bibliography

[91]
Websites :

www.google.com

www.en.wikipedia.org

www.marutisuzuki.com

www.hyundai.com

[92]
 QUESTIONNAIRES

Dear Sir/Madam,

Your support in filling this Questionnaire will be highly appreciated and the data or information
obtained herewith will be used for academics purpose only. Thank you for your support in our
research.

Personal Detail:-

Name:-

Age:- □ 20 – 35 □ 36-50

□ 50 -65 □ Above 65

Gender: - □ Male □ Female

Occupation: - □ Business □ Professional

□ House wife □ Other

City:-

State:-

Country:-

1. Showing the general factors influencing purchasing decision

(Strongly Agree-5, Agree-4, Neither Agree nor Disagree-3, Disagree-2, Strongly Disagree-1)

2. Showing customer awareness about the car

 Advertising

 Shop Display

 Word of Mouth

[93]
  Family/ Friend/Relative

 Dealer

 Any Other

3. Showing customer opinion on promotional activities

 Excellent

 Good

 Average

 Poor

4. Showing customers satisfaction level with the service provided by the dealer

 Yes

 No

5. Showing whether product performance matching with customer expectations

 Yes

 No

6. Showing would respondents recommend the same vehicle to friends & relatives

 Yes

 No

7.Your view towards the incentive /benefits provided by the Hyundai company ?

A. Yes B. No

8.Are you satisfied by the sales consultant ?

A. Yes B. No

9. What made you satisfied in context with our sales consultant ?

[94]
A. Good Communication Skills B. Expert Knowledge C. Other

10.After sales and service are you satisfied by the company service center ?

A. Yes B. No

11. Any Suggestions

_ _

[95]