CHAPTER -I

INTRODUCTION

1
Automobile Industry Introduction

In the year 1769, a French engineer by the name of Nicolas J. Cugnot invented the first
automobile to run on roads. This automobile, in fact, was a self-powered, three-wheeled,
military tractor that made the use of a steam engine. The range of the automobile, however,
was very brief and at the most, it could only run at a stretch for fifteen minutes. In addition,
these automobiles were not fit for the roads as the steam engines made them very heavy and
large,

A Scotsman, Robert Anderson, was the first to invent an electric carriage between 1832
and 1839. However, Thomas Davenport of the U.S.A. and Scotsman Robert Davidson were
amongst the first to invent more applicable automobiles, making use of non-rechargeable
electric batteries in 1842. Development of roads made travelling comfortable and as a result.

The Automobile Industry finally came of age with Henry Ford in 1914 for the bulk
production of cars. This lead to the development of the industry and it first begun in the
assembly lines of his car factory. The several methods adopted by Ford, made the new
invention (that is, the car) popular amongst the rich as well as the masses.

According the History of Automobile Industry US, dominated the automobile markets
around the globe with no notable competitors. However, after the end of the Second World
War in 1945, the Automobile Industry of other technologically advanced nations such as
Japan and certain European nations gained momentum and within a very short period,
beginning in the early 1980s, the U.S Automobile Industry was flooded with foreign
automobile companies, especially those of Japan and Germany.

The current trends of the Global Automobile Industry reveal that in the developed countries
the Automobile Industries are stagnating as a result of the drooping car markets, whereas the
Automobile Industry in the developing nations, such as, India and Brazil, have been
consistently registering higher. utomobile industry in India is an emerging sector and has a
potential to improve it. The key players have framed the strategies to tap the sector as per
their features of the automotives. The increasing GDP and economical resources have boost
up during the last decade which has increased purchasing power of the Indian peoples. The
car segment in India has emerged as one of the promising sector and has shown growth trends
in tremendous sales. Tata Motors has emerged as key player in Indian automobile industry

2
and its share in Commercial Vehicles has 63.94%, Passenger Vehicles 16.45%. Tata Motors
Limited is India‘s largest automobile company, with consolidated revenues of USD 14 billion
in 2008-09. It is the leader in commercial vehicles and among the top three in passenger
vehicles. Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of Japan,
one of the India's largest passenger car companies has grabbed a share for over 45% of the
domestic car market. Other key players in automobile segment of India have contributed
significantly and their existence in market has made others players to act actively in India.

Despite economic slowdown, the Indian automobile sector has shown high
growth. The passenger vehicle market, which constitutes around 80% of automobile sales,
has immense growth potential as passenger car stock stood at around 11 per 1,000 people in
2008. Anticipating the future market potential, the production of passenger vehicle is
forecasted to grow at a CAGR (Compound Annual Growth Rate) of around 10% from 2009-
10 to 2012-13.

Despite economic slowdown, the Indian automobile sector has shown high
growth. The passenger vehicle market, which constitutes around 80% of automobile sales,
has immense growth potential as passenger car stock stood at around 11 per 1,000 people in
2008. Anticipating the future market potential, the production of passenger vehicle is
forecasted to grow at a CAGR (Compound Annual Growth Rate) of around 10% from 2009-
10 to 2012-13.

De-licensing in 1991 has put the Indian automobile industry on a new growth
track, attracting foreign auto giants to set up their production facilities in the country to take
advantage of various benefits it offers. This took the Indian automobile production from 5.3
Million Units in 2001-02 to 10.8 Million Units in 2007-08. The other reasons attracting
global auto manufacturers to India are the country‘s large middle class population, growing
earning power, strong technological capability and availability of trained manpower at
competitive prices. The Indian automotive industry provided direct employment to more than
300,000 people, exported auto component worth around US$ 2.87 Billion, and contributed
5% to the GDP. Due to this large contribution of the industry in the national economy, the
Indian government lifted the requirement of forging joint ventures for foreign companies,
which attracted global to the Indian market to establish their plants, resulting in heightened

3
automobile production. The Indian automobile market is currently dominated by two-wheeler
segment but in future, the demand for passenger cars and commercial vehicles will increase
with industrial development. Also, as India has low vehicle presence it possesses substantial
potential for growth.

4
Evolution of the Indian Automotive Industry

Review:
Every major shift in policies made by the Indian government, the automotive
industry has come out stronger and better. While the shift in policies seems to have mostly
been brought by chance events, the Indian government has at least to be credited for making
the right decisions and implementing them correctly. It is paradoxical that the Indian middle
class, the most attractive feature for foreign investment in the liberalization phase, was an
outcome of the statist ideologies in the regulatory phase. The product innovations of domestic

firms like Tata Motors and Bajaj Auto today are the fruits of indigenization and protection
policies of the regulatory phases. Buyer decision processes are the decision making processes
undertaken by consumers in regard to a potential market transaction before, during, and after
the purchase of a product or service. Consumers have to make different kinds of decisions
everyday according to their different needs. Some of the decisions are playing critical roles in
consumers‘ daily life, for example, purchasing a new home or purchasing a car, whereas
sometimes the decisions are made on a virtually automatic basis.

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Indian Automobile Market Scenario:

De-licensing in 1991 put the Indian automobile industry on a new growth

trajectory, which attracted foreign auto giants to set up their production facilities in the
country to take advantage of the various benefits it offers. Large middle class population,
growing earning power and strong technological capability have been boosting automobile
demand for the past few years. Despite economic slowdown, the Indian automobile sector has
recorded phenomenal growth, especially in passenger cars segment. The passenger vehicle
market, which constitutes around 80% of automobile sales, has immense growth potential.
Anticipating the future market potential, the production of passenger vehicle is forecasted to
grow around 10% till 2012-13. Tata Nano has brought about a new revolution in the
country‘s small car segment. Seeing the good initial response from consumers, many other
players in the industry are chalking out their plans to launch cars in this segment in the next
few years. A CAGR (Compound Annual Growth Rate) analysis shows growth of around
14.5% in domestic volume sales of passenger vehicles during the coming years. Other
segments, such as two-wheelers, multi-purpose vehicle and light commercial vehicle, are also
expected to witness fast growth in coming years.

Each section concisely explains the current and future market trends, and
developments in the Indian automobile market. There are immense opportunities for various
industry players including automobile manufacturers and players of automobile components.

According to new research report ―Indian Passenger Car Market Analysis‖,

the passenger car market, which constitutes around 78.5% of passenger vehicle sales (in FY
2010), has immense growth potential as passenger car stock stood at around 11.6 per 1,000
people in 2009. Realizing booming passenger car demand in the country, many domestic and
foreign automobile giants are formulating capacity expansion strategies, and billions of dollar
worth of investments is already in pipeline. Considering huge market potential, production of
passenger cars is projected to grow at a CAGR (Compound Annual Growth Rate) of around
11% between 2010-11 and 2013-14.

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7
Market Share of Passenger Vehicles Industry:

Percentage Market Share of Passenger Vehicles

The increasing scenario of passenger car segment has shown positive effect on
the sales of the segment because of the tourist industry growth. Passenger car production in
India is projected to cross three million units in 2014-15. Sales of passenger cars during the
period 2015-16 are expected to grow around 10%. Export of passenger cars is anticipated to
raise more than the domestic sales 2015-16.Passanger car segment is dominated by the share
of Maruti Suzuki India and it has recorded a percentage of 46 percent, second position has
grabbed by the Tata Motors which has a share of 16.45 percent. Third position is of Hyundai
Motors of India. The rest of the companies have not recorded a significant sales increase
during the period and their sales are less than 10 percent.
Tata motors is the local manufacture of the vehicles but still the sales has not
increased because of it after sales services and the quality of the cars they produce. Other car
manufacturer have not shown significant impact on customers because they are lacking
somewhere in attracting customers, hence they have to have a strategy to attract customers
and make some impact on the minds of the customers.

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In terms of Car dealer networks and authorized service stations, Maruti leads the pack with
Dealer networks and workshops across the country. The other leading automobile
manufacturers are also trying to cope up and are opening their service stations and dealer
workshops in all the metros and major cities of the country. Dealers offer varying kind of
discount of finances who in turn pass it on to the customers in the form of reduced interest
rates.

Major Manufacturers in Automobile Industry

 Maruti Udyog Ltd.

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

Government has liberalized the norms for foreign investment and import of technology
and that appears to have benefited the automobile sector. The production of total vehicles
increased from 4.2 million in 1998- 99 to 7.3 million in 2003-04. The industry has adopted
the global standards and this was manifested in the increasing exports of the sector. After a
temporary slump during 1998- 99 and 1999-00, such exports registered robust growth rates of
well over 50 per cent in 2002-03 and 2003-04 each to exceed two and- a-half times the export
figure for 2001-02.

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 Key Demand Drivers

Traditionally, disposable income was perceived as the key factor driving passenger car
demand. But over time, other factors that are known to have an impact on demand have
emerged. These include the need for greater mobility, non- availability of public transport
services, availability of cheap finance, development of the used-car market, introduction of
new technologically superior models, increasing levels of urbanization and changing
consumer profiles.

High degree of correlation between PER CAPITA

INCOME and demand for cars, increase in the
There is a high degree number of people crossing the income threshold,
of correlation between and CHANGING CONSUMER PROFILE are likely to
the demand for cars increase and change the structure of demand.
and ECONOMIC
GROWTH.
The Central Government’s
AUTO POLICY on excise and
CAR customs is an important
Availability of NEW
DEMAND aspect affecting the demand
MODELS is likely to
increase and change and supply of cars.
the structure of
demand.

A mature USED CAR MARKET

Competitive PRICING is AVAILABILITY OF CHEAP FINANCE is would, on one hand, encourage
crucial for gaining a key determinant of demand as consumers to trade in their cars
market share, most cars (around 60%) purchased faster, and on the other, eat well
especially in the small in India are financed. into the share of new cars.
car segment.

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PASSENGER CAR INDUSTRY IN INDIA: HIGHLIGHTS

 Passenger car sales are expected to increase at a compound annual growth rate (CAGR)
of 8% over the period FY2006-2007. The six broad segments in the car market today are-
Mini, Compact, Midrange, Executive, Premium and Luxury. In the medium term, growth
in the Indian passenger car industry is expected to be led largely by the Compact and
Mid-range Segments.
 The critical success factor has changed from price to price value.
 In terms of engine capacity, the Indian passenger car market is moving towards cars of
highest capacity.
 With the launch of new models from FY2007 onwards, the market for MUVs has been
redefined in India, especially at the upper end. Currently, the higher-end MUVs,
commonly known as Sports Utility Vehicles (SUVs), occupy a niche in the urban market.
With the success of SUVs, the line of distinction between passenger cars and MUVs in
the Indian market is getting increasingly blurred.
 Domestic car manufacturers are now venturing into areas such as car financing, leasing,
and fleet management, and used-car reconditioning /sales, to complement their mainstay-
business of selling new cars.

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Key Players Performance:
Hyundai Motor India:

Market Share: Passenger Vehicles 14.15%. Hyundai Motor India Limited is a

wholly owned subsidiary of world‘s fifth largest automobile company, Hyundai Motor
Company, South Korea, and is the largest passenger car exporter. Hyundai Motor presently
markets 49 variants of passenger cars across segments. These includes the Santro in the B
segment, the i10, the premium hatchback i20 in the B+ segment, the Accent and the Verna in
the C segment, the Sonata Transform in the E segment.

Hyundai Motor, continuing its tradition of being the fastest growing passenger
car manufacturer, registered total sales of 559,880 vehicles in the year 2009, an increase of
14.4% over 2008. In the domestic market it clocked a growth of 18.1% as compared to 2008
with 289,863 units, while overseas sales grew by 10.7%, with export of 270,017 units.
Hyundai Motor currently exports cars to more than 110 countries across European Union,
Africa, Middle East, Latin America and Asia. It has been the number one exporter of
passenger car of the country for the sixth year in a row.

In a little over a decade since Hyundai has been present in India, it has become
the leading exporter of passenger cars with a market share of 66% of the total exports of
passenger cars from India, making it a significant contributor to the Indian automobile
industry. In 2009, in spite of a global slowdown, Hyundai Motor India‘s exports grew by
10.7%. In 2010 Hyundai plans to add 10 new markets with Australia being the latest entrant
to the list. The first shipment to Australia is of 500 units of the i20 and the total i20 exports to
Australia are expected to be in the region of 15,000 per annum.

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Tata Motors:

Market Share: Commercial Vehicles 63.94%, Passenger Vehicles 16.45%.

Tata Motors Limited is India‘s largest automobile company, with consolidated revenues of
USD 14 billion in 2008-09. It is the leader in commercial vehicles and among the top three in
passenger vehicles. Tata Motors has winning products in the compact, midsize car and utility
vehicle segments. The company is the world's fourth largest truck manufacturer, and the
world's second largest bus manufacturer with over 24,000 employees. Since first rolled out in
1954, Tata Motors as has produced and sold over 4 million vehicles in India.
Tata Motors is the first company from India's engineering sector to be listed in
the New York Stock Exchange (September 2004), has also emerged as an international
automobile company. Through subsidiaries and associate companies, Tata Motors has
operations in the United Kingdom, South Korea, Thailand and Spain. Among them is Jaguar
Land Rover, a business comprising the two British brands which was acquired in 2008. In
2004, it acquired the Daewoo Commercial Vehicles Company, South Korea's second largest
truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has launched
several new products in the Korean market, while also exporting these products to several
international markets. Today two-thirds of heavy commercial vehicle exports out of South
Korea are from Tata Daewoo. In 2005, Tata Motors acquired a 21% stake in Hispano
Carrocera, a reputed Spanish bus and coach manufacturer, and subsequently the remaining
stake in 2009.
In 2006, Tata Motors formed a joint venture with the Brazil-based Marcopolo,
a global leader in body-building for buses and coaches to manufacture fully-built buses and
coaches for India and select international markets. In 2006, Tata Motors entered into joint
venture with Thonburi Automotive Assembly Plant Company of Thailand to manufacture and
market the company's pickup vehicles in Thailand. The new plant of Tata Motors (Thailand)
has begun production of the Xenon pickup truck, with the Xenon having been launched in
Thailand in 2008. Tata Motors is also expanding its international footprint by franchises and
joint ventures assembly operations in Kenya, Bangladesh, Ukraine, Russia, Senegal and
South Africa. With over 3,000 engineers and scientists, the company's Engineering Research
Centre, established in 1966, has enabled pioneering technologies and products. The company
today has R&D centers in Pune, Jamshedpur, Lucknow, Dharwad in India, and in South

13
Korea, Spain, and the UK. It was Tata Motors, which developed the first indigenously
developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the
Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata
Indica became India's largest selling car in its segment. In 2005, Tata Motors created a new
segment by launching the Tata Ace, India's first indigenously developed mini-truck.

Maruti Suzuki India:

Market Share: Passenger Vehicles 46.07%. Maruti Suzuki India Limited, a

subsidiary of Suzuki Motor Corporation of Japan, is India's largest passenger car company,
accounting for over 45% of the domestic car market. The company offers a complete range of
cars from entry level Maruti-800 and Alto, to stylish hatchback Ritz, A star, Swift, Wagon-R,
Estillo and sedans DZire, SX4 and Sports Utility vehicle Grand Vitara.

Since inception in 1983, Maruti Suzuki India has produced and sold over 7.5
million vehicles in India and exported over 500,000 units to Europe and other countries. The
company‘s revenue for the fiscal 2008-2009 stood over USD 4 billion and Profits After Tax
at over USD 243 million.

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Mahindra & Mahindra:

Market Share: Commercial Vehicles 10.01%, Passenger Vehicles 6.50%,

Three Wheelers 1.31% Mahindra & Mahindra is mainly engaged in the Multi Utility Vehicle
and Three Wheeler segments directly. The company competes in the Light Commercial
Vehicle segment through its joint venture subsidiary Mahindra Navistar Automotives Limited
and in the passenger car segment through another joint venture subsidiary Mahindra Renault.
In the year 2009, on the domestic sales front, the Company along with its subsidiaries sold a
total of 220,213 vehicles (including 44,533 three wheelers, 8,603 Light Commercial Vehicles
through Mahindra Navistar Automotives and 13,423 cars through Mahindra Renault),
recording a growth of 0.6% over the previous year.

The company‘s domestic Multi Utility Vehicle sales volumes increased by

3.3%, as against a decline of 7.4% for industry Multi Utility Vehicle sales. A record number
of 153,653 Multi Utility Vehicles were sold in the domestic market in 2009 compared to
148,761 MUVs in the previous year. Hence, Mahindra & Mahindra further strengthened its
domination of the domestic Multi Utility Vehicle sub-segment during the year, increasing its
market share to 57.2% over the previous year‘s market share of 51.3%. Mahindra &
Mahindra is expanding its footprint in the overseas market. In 2009 the Xylo was launched in
South Africa. The company formed a new joint venture Mahindra Automotive Australia Pty.
Limited, to focus on the Australian Market. (Source: Mahindra & Mahindra Annual Report)

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Toyota Motor Corporation

Toyota Motor Corporation (TMC) is

Japanese multinational automaker headquartered in Toyota, Aichi, Japan. In 2010, Toyota
employed 300,734 people worldwide, and was the second largest automobile manufacturer in
2010 by production. Toyota is the ninth largest company in the world by revenue. In July
2012 the company reported that it had manufactured its 200 millionth vehicle.

The company was founded by Kiichiro Toyoda in 1937 as a spinoff from his
father's company Toyota Industries to create automobiles. Three years earlier, in 1934, while
still a department of Toyota Industries, it created its first product, the Type A engine, and, in
1936, its first passenger car, the Toyota AA. Toyota Motor Corporation group companies are
Toyota (including the Scion brand), Lexus, Daihatsu and Hino Motors, along with several
"non-automotive" companies. TMC is part of the Toyota Group, one of the largest
conglomerates in the world.

Chevrolet

Chevrolet also known as Chevy is an American brand of vehicle produced

by General Motors (GM). Chevrolet was founded by Louis Chevrolet and ousted GM founder
William C. Durant on November 3, 1911 and later acquired by General Motors in 1918.
Chevrolet was positioned by Alfred Sloan to sell a lineup of mainstream vehicles to directly
compete against Henry Ford's Model T in the 1920s, with "Chevrolet" or "Chevy" being at
times synonymous with GM. In North America, Chevrolet sells and produces a wide variety
of automobiles, from subcompact cars to medium-duty commercial trucks, whereas
in Europe, the brand name is used on automobiles produced in Korea by General Motors.

Launched by GM's India operations, Chevrolet is among the more recent auto brands. Until
2003, GM India—originally a joint venture with Hindustan Motors) sold the Opel

16
Corsa, Opel Astra and the Opel Vectra. Chevrolet officially began business in India on June
6, 2003. The Corsa and Astra were built at a plant in Halol, Gujarat.

Chevrolet currently sells the Chevrolet Cruze, Chevrolet Spark, Chevrolet Optra, Chevrolet
Aveo, Chevrolet Tavera, Chevrolet Captiva, Chevrolet CRV, Chevrolet Beat and Chevrolet
Aveo U-VA. The Chevrolet Forester, a rebadged Subaru, was imported directly from Fuji
Heavy Industries in Japan until 2005. The Cruze and Tavera are built at the Halol plant.
Chevrolet also is the sole Engine supplier for the Formula Rolon single seater series in India.

Volkswagen India Private Limited

Volkswagen India Private Limited is a subsidiary of Volkswagen Group Sales

India Private Limited that assembles, manufactures and distributes Volkswagen vehicles in
India. It was established in 2007.

In the year 2010, VIPL recorded sales of 32,627 vehicles against 3,039
vehicles sold during the year 2009 and registered a sales growth of over 1,000%. Volkswagen
India Private Limited currently has more than 70 dealerships in 56 cities across 18 states and
2 union territories of India.

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Ford India Private Limited

Ford India Private Limited is a wholly owned subsidiary of the Ford Motor
Company in India. Ford India Private Limited's head quarters are located
in Chengalpattu, Chennai, Tamil Nadu. It currently is the 6th largest car maker
in India after Maruti Suzuki Hyundai, Tata, Mahindra and Chevrolet.

The modern Ford India Private Limited began production in 1996, although
the roots trace back to 1907 when the Model A was launched. Its manufacturing facilities are
in Maraimalai Nagar near Chennai. Ford India Private Limited began production in 1926, but
was shut down in 1954 as the company was in loss. Production began again with the joint
venture Mahindra Ford India Limited (MFIL) in October 1995, a 50-50 venture
with Mahindra & Mahindra Limited. Ford Motor Company increased its interest to 72% in
March 1998 and renamed the company Ford India Private Limited.

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Renault India Private Limited

Renault India Private Limited is the Indian subsidiary of Renault

S.A. of France, with its headquarters in Mumbai. The company has production facilities
in Chennai and Tamil Nadu.

In 2005, Renault established a 51:49 joint venture with Mahindra & Mahindra Limited to
form Mahindra Renault Limited. In May 2007, the joint-venture launched the Renault Logan,
produced at a manufacturing plant in Nashik, Maharashtra. Initially, the Logan met with
considerable success but sales slipped with competition against newer models from Maruti
Suzuki, Tata Motorsand Toyota. The Logan was criticised for its boxy looks and awkward
ergonomics. Although built as a Right Hand drive vehicle for the Indian market, the Logan's
ergonomics were configured for a Left Hand drive vehicle.

In February 2010, Mahindra and Renault announced the dissolution of their joint-venture,
with Mahindra buying out Renault's shares. Renault agreed to provide support to M&M
through a license agreement as well as to supply key components and the Renault Logan
became the Mahindra Verito. Following its exit from the joint-venture, Renault entered the
Indian market on its own.

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Nissan Motors India Private Limited

NMIPL's manufacturing plant in Chennai can manufacture 200,000 vehicles

per annum. The Chennai Plant has an additional 200,000 vehicles per annum capacity
exclusively for French car maker Renault's Indian arm Renault India Private Limited. The
plant's combined capacity is 400,000 vehicles per annum.

The plant in Oragadam with an investment of 4,500 crore (US$814.5

million) covers an area of 650 acres (2.6 km2). It will manufacture the Nissan Micra for
the Indian and European market, besides various other models for the Indian market.

20
 CHAPTER-II

COMPANY OVERVIEW

21
Hyundai Motors India Limited

Car buying is always everybody's dream and it is very special occasion, we as a premium
Hyundai car dealership always endeavor to achieve highest level of customer satisfaction and
improving the buying experience for our customers. We have best of the sales staff to cater
all your car buying needs and also have the skilled professional to take care for your car
services and other requirements. We not only sells Hyundai car, we also deals in Used Cars,
Insurance, Finance, Accessories. We take care of your every need while buying a car. With
state-of-the-art workshops coupled with the company-trained technicians, we offers you an
instant, efficient and personalized customer service. It is this dedication to service and the
maintenance of highest levels of customer satisfaction that have been the platform of our
dealership success. We welcome you all at our dealership. Please do visit us not only to buy a
car but your dream .

An Overview

Hyundai Motor India Ltd. (HMIL) is a wholly owned subsidiary of the Hyundai Motor
Company (HMC), Korea, a part of the Hyundai Motor Group comprising Hyundai Motor
Company, Kia Motors, Hyundai Mobis and other affiliated companies, with a combined
turnover of over US$ 50 Billion. The Hyundai Motor Group with a presence in over 185
countries and combined annual sales of over 3 million units is one of the fastest growing auto
manufacturers in the world.

HMIL has emerged as the second largest and the fastest growing car manufacturer in India.
HMIL presently markets over 26 variants of passenger cars in six segments. The Santro in the
B segment, Getz in the B+ segment, the Accent in the C segment, the Elantra in the D
segment, the Sonata in the E segment and the Tucson and Terracan in the SUV segment.

The company recorded combined sales of 215,630 during calendar year 2006 with a growth
of 43% over year 2007. HMIL is India's fastest growing car company having rolled-out over
700,000 cars in just over 70 months since its inception and is the largest exporter of
passenger cars with exports of over Rs. 1,700 crores. HMIL has recorded a staggering growth
of 149% in exports over the year 2007.

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HMIL‘s fully integrated state-of-the-art manufacturing plant near Chennai boasts some of the
most advanced production, quality and testing capabilities in the country. In continuation of
its investment in providing the Indian customer global technology, HMIL has announced
plans for its second plant, which will produce 150,000 units per annum, raising HMIL‘s total
production capacity to 400,000 per annum by 2007. The plant will be built on a 2.1 million
square meter site adjacent to the existing facility with an investment of $450-$500 million on
its new integrated facility. HMIL is investing to expand capacity in line with its positioning
as HMC‘s global export hub for compact cars. Apart from expansion of production capacity,
HMIL plans to expand its dealer network, which will be increased from 146 to 180 this year.
And with the company‘s greater focus on the quality of its after-sales service, HMIL‘s
service network will be expanded to over 1,000 in 2007.

HMIL has many awards in its bouquet. It was declared ―The Star Company‖ amongst
unlisted companies by Business Standard this year. Getz got the coveted ―Car of the Year
2007‖ award twice over. It was declared a winner by both Business Standard Motoring and
CNBC-TV18 Autocar Auto awards. Hyundai Elantra won the CNBC-TV18 Autocar ―Best
Value for Money‖ Car Award.

HMIL was also the ―Manufacturer of the Year‖ two years in a row in 2006 and 2007. ICICI
Overdrive Awards declared Hyundai as the ―Car Maker of the Year‖ in 2007. Hyundai
products with state of the art technology have also been winning many accolades over the
years. Santro bagged top honours in JD Power Asia Pacific for three years. Accent was
ranked No. 1 in J D Power Asia Pacific APEAL for two years and also got Business Standard
Motoring Jury award for its CRDi model.

HMIL has also been awarded the benchmark ISO 14001 certification for its sustainable
environment management practices.

The following table shows the HMIL‘s cars and the various segments they belong to as in the
Indian market.

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Ideology and Environment at Hyundai:

A management motto at Hyundai is ―Customer first, best in technology, best in quality and
best value for human beings‖. Hyundai as a company is dedicated to create new value for its
customers. Hyundai Motor Company‘s target is to care for the environment and devote
attention to the future of our children and their ability to inhabit a clean, pollution managed
world. Hyundai believes that they have achieved the current status as a world-class company
by faithfully enforcing seven management principles and creating an atmosphere where by
each and every member of the company is able to work for the benefit of common future. As
a result, Hyundai motor company is committed to its social responsibilities as it fulfills its
mission with dedication and strength of purpose.

NEW MILESTONES

Goal of Hyundai – “To build the world’s best quality cars.

The Indian passenger car market is a highly competitive market. Although its growth has
been hi in past several years, profitability has been impacted because of rising costs, change
in excise policies and intense price competition. With the developed countries like USA and
UK having 350 as an average no of cars per thousand persons it is very low in India (5). So in
future, the arena of competition is most likely to be shifted to developing countries like India
and that too in a highly competitive segment like B-Segment.

With the opening of economy and relaxing norms by government, the market has started
witnessing the entry of new global players like Toyota, Honda and GM in the Indian market,
pointing to further intensification of competition in future. With the consumer attaching
higher value to the features and economy in case of car buying, the players are likely to focus
more o product development (to incorporate dvanced features in their designs) and
advertisements (to set up their own positions in a consumer mind).

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HMIL is emerging as a major player in Indian passenger car market. Its products are Santro
and Accent are success stories in themselves. But the buck does not stop here only. Its parent
company HMC is focusing upon HMIL as a base to integrate its production and R & D
facilities across Asia Pacific. For that HMIL is planning to increase its present production
capacity of 2.5 lakh cars per year to 4 lakh cars per year by 2007.

Exports are also another front which is giving HMIL an intense opportunity to expand. For
the first six months of this fiscal HMIL has exported cars worth Rs. 1,325 crores and
targeting an overall export of over Rs. 2,700 crores in this fiscal up from Rs. 1,700 crores in
2006-07.

HMIL has sold a total of 236,878 vehicles in the Calendar Year 2007 so far, achieving a
growth of 21% over the January-November sales in 2007. While domestic sales in January-
November, 2007, were 148,515 - a growth of 16.6% over the previous year, overseas sales
during the period stood at 88,363 units - a growth of 29%.

In November, 2007, HMI sold a total of 21,725 units - 14,010 vehicles in the domestic
market and 7,715 cars in the overseas market.

Over the years, HMIL has been focusing on effective brand building and consumer strategy.
This has contributed towards enhancing their bottom line. A significant contribution in this
success is of the advertisement strategy adopted by HMIL. It has changed its advertisements
time and again. Now HMIL has started a new initiative under which they have started their
own in house advertising agency known by the name of Innocean which will handle its all
promotions.

With the new initiatives, HMIL is all set to achieve its ambitious growth of 30% in sales over
last year. Thus, Hyundai motors India limited is all set to conquer the Indian passenger car
industry.

25
AWARDS & RECOGNITIONS

As one of the fastest growing automobile companies in India, Hyundai has many
accomplishments to its credit.

Business Standard - ―Star Company‖ Award to Hyundai Motor India

JD Power Asia Pacific

 Hyundai Santro has topped the JD Power Asia Pacific Initial Quality Study (IQS)
that measures product quality for three years in a row (Years 2007, 2006 and 2007)

 Hyundai Santro has topped the JD Power Asia Pacific APEAL study that measures
customer satisfaction for three years in a row (Years 2006, 2007 and 2008)

 Hyundai Accent has topped the JD Power Asia Pacific IQS for 2007 and the APEAL
study for 2006 and 2007.

Business Standard Motoring

 Hyundai Getz is BS Motoring's 'Car of the Year' 2007

 BS Motoring – BS 1000 – Company of the year 2007– Hyundai Motor India

Limited

 Hyundai Santro is BS Motoring's 'Car of the Year' for 1999

CNBC

 Hyundai Getz is the CNBC Auto car Car of the Year 2007

 Hyundai Elantra – Best Value for Money Car of the Year 2007

 Company – Awards – CNBC Autocar India – Hyundai has been the manufacturer
of the year for two years in row.

ICICI Bank

 Hyundai Motor India was adjudged the ‗Car Maker of the year‘ at the ICICI Bank –
Overdrive awards 2006

HMIL has also been awarded the benchmark ISO 14001 certification for its sustainable
environment management practices.

26
 1. SHIVNATH HYUNDAI PROFILE

A. Background and Inception of the company:

Shivnath Hyundai is one of the dealership of Hyundai Motors India Limited in Bijapur. It was
established in the year 2012. With the opening of this venture, customers may feel ease as
they are having options to take the view from either of the show room.

Shivnath Hyundai‘ working philosophy is particularly based on ―Prepare employees for the
future developments with developments in their personality.‖ As competition is very much
intense hence the management is working hard for customer relationship to achieve future
business growth.

As it is newly opened organization hence as every other organization it is also facing some
management problems. Management is trying to overcome all these problems and achieving
systematic workings here. Each and every department is distinguished for the employees.
Every employee is having its own designation and job profile and he/she has to work under
that profile only. For each segment of the vehicles, Shree Hyundai is having its separate
executives. Departments are connected through local area networks.

The main aim of management here is self development of employees. So that, they can be
empowered for the benefit of the organization and be able to take future responsibilities. It
starts with the joining of the employee in the organization. Initially, they have to work under
various departments till his/her probation period would be over. They have to start their
works from the ground level, so that they can understand the reality of the business here.
Daily reporting at the morning and the evening make them up to date with the objectives and
their future targets. The senior management knows that how they are doing their work and in
which way they have to be directed.

27
B. Nature of Business Carried:

Shivnath Hyundai is a dealer of cars of Hyundai motors. The business carried by

Shivnath Hyundai is of dealership. It is an also an authorized service centre and it
totally aims in selling cars both passenger and SUV vehicles as per demand of
customers.

C. Vision, Mission and Quality Policy:

 MISSION:

The mission of the Shivnath Hyundai is committed to develop the firm as a big
competitor and service provider in the Bijapur Passenger car market.

 VISION:

The dealer announced "Innovation for Customers" as our mid–to long–term vision
with five core strategies: global orientation, respect for human values, customer
satisfaction, technology innovation, and cultural creation. They desire to create an
automobile culture of putting customer first via developing human–centered and

environment–friendly technological innovation.

28
  QUALITY POLICY:

Based on a respect for human dignity, it make efforts to meet the expectations of all
stakeholders including customers and business partners by building a constructive
relationship amongst management, labor, executives and employees. Also, they focus
on communicating their corporate values both internally and externally, and gaining
confidence from all stakeholders.

D. Products Profile:

MODEL VARIANT Ex-Showroom Price

Non A/C (S) 2,69,524

Non A/C (M) 2,72,985

GL (S) 3,34,971

SANTRO GL (M) 3,38,432

GLS (S) 3,22,168

GLS(M) 3,58,628

D-Lite (S) 3,38,276

D-Lite (M) 3,41,757

Era 1.1L (S) 3,73,514

Era 1.1L (M) 3,76,996

Magna 1.1L (S) 3,87,693

Magna 1.1L (M) 3,91,174

I-10 Magna 1.2L Kappa (S) 3,99,794

Magna 1.2L Kappa (M) 4,03,275

29
 Magna 1.2L-AT (M) 4,48,874

Sportz GLS1.2L (S) 4,27,061

Sportz GLS1.2L (M) 4,30,543

Sportz GLS1.2L-AT(M) 4,72,967

Asta GLS 1.2L (S) 4,85,749

Asta GLS 1.2L (M) 4,89,231

GLE 1.1 3,62,281

Getz GVS 1.1 3,92,281

GVS 1.1 (175 tyre+ rear spoiler) 4,02,281

Magna 1.2L 4,83,999

I-20 Asta 1.2L 5,63,999

Magna Diesel 1.4L (ABS) 6,23,599

Asta Diesel 1.4L 6,87,199

Executive IMM 5,03,901

Accent GLE 5,24,652

ECO 5,33,900

1.6 VTVT 6,46,038

Verna 1.6 SX VTVT 7,20,838

1.5 CRDi VGT 7,69,070

1.5 SX CRDi VGT 8,18,967

Embera MT (Leather) 13,30,067

Embera AT (Fabric) 13,61,639

30
Sonata Embera AT (Leather) 13,92,927

Embera 2.0 CRDi 14,43,917

Embera MT (Fabric) 12,98,786

TUSCON CRDi 16,96,114

31
 CHAPTERIII

RESEARCH METHODOLOGY

32
Research design:

Since the study is on consumer perception first the detail study of the dealer is
been conducted about its Management team its organizational structure the number of
departments which all cars does the dealer has.

Title: ―Consumer perception and loyalty about Shivnath Hyundai‖

Objectives:

 To know the consumer perception about Shivnath Hyundai.

 To know the factors influenced to buy from Shivnath Hyundai.
 To know the consumer loyalty towards Shivnath Hyundai measured in terms of
references to others to buy car from the Shivnath Hyundai and also the word of
mouth.
 To ascertain whether the Shivnath cars met the consumer requirements.

Sampling Method:

The sampling method adopted is convenience sampling method.

Sampling:-

 Sample size : 100 respondents.

 Sampling Method : Random Convenience sampling.
 Sample Plan : Personal Interview through questionnaire.
 Sample Unit :Respondents Who have purchased car from Shivnath
Hyundai.

33
Data Collection Methods:

Primary data: The Data collected for a specific purpose for the first time is Original known
as Primary Data. The primary data is collected through the questionnaire.

Questionnaire Method:

The Questionnaire method is a powerful tool to collect the information

a structured Questionnaire involves in asking the questions in a prearranged order. This
research contained a questionnaire that had structured (prearranged order), close ended
(limited answer can be given).

Secondary data:

The data that is collected from the published sources i.e. not originally collected for
the first time is called secondary data. During the research the secondary data was collected
from Company website, Customer data base, Company report, publications.

Report research findings:

This phase will mark the conclusion to the research effort. The report with the research
finding is a formal written document. The research findings and personal experience will be
used to propose recommendation.

DURATION OF THE PROJECT: 2 MONTHS

34
 CHAPTERIV

DATA ANALYSIS AND INTERPRETATION

35
1) Which Hyundai brand car you have?

50
47

45

40

35

30
25
25
Series1
20
20

15

10 8

0
Hyundai I 20 Hyndai I 10 Hyundai santro Hyundai verna

Interpretation: The 47%consumers have Hyundai i20, 20%consumers own the Hyundai i10,
25% consumers own the Hyundai santro and 8% consumers own the Hyundai Verna‘s the
major sales are from the Hyundai i 20 and the Hyundai santro,The Shivnath Hyundai has to
promote the brands Hyundai Verna and also the Hyundai i 10 in order to increase the
respective brand sales.

36
2)Why did you purchase at Shivnath Hyundai

45
40
40

35
30
30
25
25

20 Series1
15

10
5
5

0
On time delivery Service Nearest location Avability of Brand

Interpretation: The 5% consumers purchased at Shivnath Hyundai for the factor for on time
delivery,30% consumers purchased for the service factor, the 40% consumers purchased for
the factor nearest location, and 25% consumers purchased for the Avability of the brand. So
It is found that the purchase are made because the the showroom is nearest and also for the
service factor. The organization must look it to the on time delivery so that leads to the more
sales.

37
3) How do you rate the product information given by the Shivnath Hyundai?

45
40
40

35

30

25
20 20
20 Series1

15
10 10
10

0
Highly satisfied Satisfied Dissatisfied Highly Average
dissatisfied

Interpretation: The consumers rated the product or brand information given by the Shivnath
Hyundai as 20% highly satisfied, 40% satisfied, 20% dissatisfied, 10% highly dissatisfied,
10% average. The product information leads to the 60% of the satisfaction and it also leads to
the 30% dissatisfaction so Shivnath Hyundai must train its employess in order to deliver the
product information so the satisfaction and perception rates are increased.

38
4)How to do you rate the car delivery process?

60
50
50

40

30 26
Series1
20
10 10
10
4

0
Highly Satisfied Dissatisfied Highly Average
satified dissatisfied

Interpretation: The consumers rated the car delivery process as 4% highly satisfied, 26% as
the satisfied, 50% as dissatisfied, 10% highly satisfied, 10% as average. So from the above
data its is found that satisfaction level is low, the organization must take a measures to
improve the car delivery process.

39
5)How do you rate the order process documentation?

45
40
40
35
30
30
25
20
Series1
15
10 10 10
10
5
0
Highly Satisfied Dissatisfied Highly Average
satisfied dissatisfied

Interpretation: The consumers rated the order documentation process as 10% as highly
satisfied, 40% satisfied, 30% dissatisfied, 10% as highly dissatisfied, 10% as average. So it is
advisable that order process documentation is too simplified as it leads to the 40%
satisfaction.

40
6)How do you rate the loan procedure at Shivnath cars private limited?

50
45
45

40

35

30 28
24
25
Series1
20

15

10

5 3
0
0
Highly Satisfied Dissatisfied Highly Average
satisfied dissatisfied

Interpretation: the consumers rated the loan procedure at Shivnath Hyundai as 45% satisfied,
28% dissatisfied, 3% as highly dissatisfied, and 24% as average. So the Shivnath Hyundai
must look into the terms of educating the consumers about the loaning procedure as 24% are
neither dissatisfied nor satisfied and also the 31% consumers are dissatisfied.

41
7)How do you rate the understanding consumer requirements by Shivnath cars private
limited?

50 47
45
40
35
30
25 23
20
20 Series1

15
10
10
5
0
0
Highly Satisfied Dissatisfied Highly Average
satisfied dissatisfied

Interpretation: the consumers of Shivnath Hyundai rated understanding consumer

requirements By the Shivnath Hyundai as 23% as highly satisfied, 47%satisfied, 10% as
dissatisfied and 20% as average and overall satisfaction level is found to be good.

42
8) How do you rate the after sales service at Shivnath cars private limited?

50 46
45
40
35
35
30
25
20 Series1

15 13
10
5 3 3
0
Highly Satisfied Dissatisfied Highly Average
satisfied dissatisfied

Interpretation: The consumers rated the after sales service as 3% highly satisfied, 46%
satisfied, 13% as dissatisfied, 3% as highly dissatisfied and 35% as average. The after sales
service leads to only 49% of the satisfaction and 35% are found to be average so it is
advisable that Shivnath Hyundai must look it in to the satisfying the average consumers in
order to increase satisfaction level and perception.

43
9)How do you rate your experience of the interaction with staff of Shivnath cars

60 56

50

40

30
23 Series1
20 18

10
3
0
0
Highly Satisfied Dissatisfied Highly Average
satisfied dissatisfied

Interpretation: The consumers rated the interaction with the staff of Shivnath Hyundai as 3%
highly satisfied, 56% satisfied, 23% dissatisfied and 18% as average. From the above
respondents figures it is found that Shivnath staff interaction level is good still the staff can
be trained to decrease the dissatisfaction level.

44
10)How do you rate the trial run facility at Shivnath Hyundai?

70
60
60

50

40

30
23 Series1
20
10
10 7
0
0
Highly Satisfied Dissatisfied Highly Average
satisfied dissatisfied

Interpretation: The consumers rated the trial run facility as 23% satisfied, 60% as satisfied,
7% dissatisfied and 10% as average. From the above respondents data it is found that the
satisfaction level is good and the organization must look in to the also satisfying the average
and dissatisfied consumers in order achieve the higher satisfaction level.

45
11)How do you rate the pricing policy of Shivnath Hyundai?

50
45
45
40
40
35
30
25
20 Series1
15
10 8
5
5 2
0
Highly Satisfied Dissatisfied Highly Average
satisfied dissatisfied

Interpretation: The consumers rated the pricing policy as 40% highly satisfied, 45% as
satisfied, 85 as dissatisfied, 2% as highly dissatisfied, 3% as average. The consumers
perception is found to be good regarding the pricing policy of the Shivnath Hyundai.

46
12)Would you recommend your friend and relatives to purchase their car at Shivnath
Hyundai?

45
40
40
35
30
30
25
20
20
Series1
15
10
10
5
0
Strongly Agree Agree Neither agree Strongly
nor disagree Disagree

Interpretation: The 10% consumers strongly agree to recommend the Shivnath Hyundai to
their friends and relatives, 40% agree, 30% neither agree or disagree.so the from the above
respondents opinion figures the consumer loyalty in terms of reference is found low i.e. 50%,
the Shivnath Hyundai must also look at in terms increase the loyalty level among the
consumers who are neither satisfied nor dissatisfied and also dissatisfied consumers so to
avoid the negative word of mouth.

47
13)If you want to buy another new Hyundai car would you visit Shivnath Hyundai?

50
44
45
40
35 32
30
25
20
20 Series1
15
10
4
5
0
Strongly Agree Agree Neither agree Strongly
nor disagree Disagree

Interpretation: The 30% consumers Strongly agree to buy from Shivnath Hyundai if they
would like to buy another Hyundai car in future, 42%agree, 28% neither agree or disagree
.fro the above respondents it is observed that the only 48% consumers agree to visit the
Shivnath Hyundai so the organization must look in terms of increasing the perception level
and loyalty as to avoid to visting another Hyundai showroom if they would like to purchase
another Hyundai car in future.

48
 14)Are you satisfied with overall performance of service & facilities obtained from
Shivnath Hyundai?

40
34
35
30
30
25
21
20
15 Series1
10
10
5
5
0
Highly Satisfied Dissatisfied Highly Average
satisfied dissatisfied

Interpretation: The 30% consumers of Shivnath Hyundai are highly satisfied and 34% are
satisfied, 10% dissatisfied, 5% highly dissatisfied and 21% are average. It is found that
satisfaction level leads to only the 64% so the organization must look in terms of satisfying
the consumers who are dissatisfied and who are neither satisfied nor dissatisfied.

49
 FINDINGS:

1) It is found that Consumer perception is low when it comes to car delivery time i.e. Only
5% of the consumers are satisfied.

2) The product information given by the Shivnath Hyundai leads to 60% satisfaction.

3) The order process documentation leads to 40% dissatisfaction.

4) The Consumer perception about Shivnath Hyundai holds good i.e. it leads the satisfaction
level of 70% when it comes to understanding the consumer requirements.

5) The consumer perception holds low i.e. only 49% satisfied when it comes to after sales
service.

6) It is found that consumer reference is very low I. e only 50% of the consumers would like
to refer the friends and relatives to purchase Hyundai car at Shivnath Hyundai.

7) The overall performance of service & facilities obtained from Shivnath Hyundai by the
consumers leads to then satisfaction level of 64%.

8) The only 48% of the consumers would like to visit the Shivnath Hyundai again if purchase
another Hyundai car in the future.

50
 SUGGESTIONS:

1) Some of the customers have complained about the slack in the delivery process and
timings. Therefore, this is the area which I recommend to the showroom to focus a little bit
more. It needs to improve its delivery process and time. Need to become little quick and fast.

2)I would propose that Shivnath Hyundai to focus on the product information as the 30% of
the consumers dissatisfied and 10% of the consumers are neither satisfied nor satisfied so it
must train employs about the product information.

3) I feel that order documentation process should be simplified or the consumer must be
educated about order process documentation.

4) Even though the understanding the consumer requirements leads to the 70% the
satisfaction level. It is advisable that to train it employes on regular basis as the 10% are
dissatisfied, 20% neither satisfied nor dissatisfied.

5) I would advice that Shivnath Hyundai to focus on the after sales service.

6) I would suggest that Shivnath Hyundai focus on improving the consumer references in
order to increase the consumer loyalty.

7) I would suggest improving overall performance of service & facilities As it leads to the
15% dissatisfaction level and 21% consumers are neither satisfied nor dissatisfied.

8)I feel that Shivnath Hyundai must look in terms of increasing the loyalty among the
consumers so that they can visit once again to showroom if they would like to buy another
Hyundai car in the future.

51
 CONCLUSION

In the end I would like to conclude that it was great experience in carrying out the
project on the topic ―consumer perception and loyalty about the Shivnath Hyundai
―.The topic is chosen with an intension to know the consumer perception about the
showroom i.e. Shivnath Hyundai after they purchase car. Which helps the
organization to overcome the drawbacks and to improve the factors that found not be
good for the business. The survey is conducted on 100 respondents who have
purchased car in the caravan Hyundai, the factors considered such as understanding
consumer requirements, car delivery time, loan procedure order process
documentation, references to relatives by the respondent about the Shivnath Hyundai
etc.

The consumer perception is low when it comes to the factors such as the order process
documentation, after sales service etc, The consumer perception holds good when it
comes to loan procedure, understanding consumer requirements etc The many of the
consumers neither satisfied or dissatisfied so the organization must look it work on
those factor in order to improve the satisfaction level and also it must work on the
factors which is leading to dissatisfaction level.

52
 LIMITATIONS

1) The study would be more authoritative and comprehensive if the study conducted
on the wide range; this was not possible due to key constraint of time.

2) Findings of the study are indicative of current trends

3) This study is bound and not be applicable with passage of time.

4) The results are based on the assumption that the information provided by the
respondents is correct and true.

5)The survey is carried out by taking the consumers of Hyundai i20, Hyundai i10,
Hyundai santro, Hyundai Verna.

53
 ANNEXURE

Questionnaire
Dear Sir/Madam,

I am conducting a market research to know consumer perception and loyalty about Shivnath
Hyundai. Kindly extend your cooperation in filling up this questionnaire and enable us in
doing our research successfully.

Name: ------------------------------------------------------------------

Occupation: ------------------------------------------------------------

Mobile Number: -----------------------------------------------------

Address: ------------------------------------------------------------------

------------------------------------------------------------------------------

-----------------------------------------------------------------------------

1) Which Hyundai brand car you have?

a)Hyundai I 20 b)Hyundai i10

c)Hyundai santro d)Hyundai verna

e)Santa fe f)Hyundai Getz

54
2) Why did you purchased your car at Shivnath cars private limited?

a) On time delivery b)Service

c) Nearest location d)Avalibility

3) How do you rate the product information given by the Shivnath Hyundai?

a)Highly satisfied b)satisfied

c)dissatisfied d)highly dissatisfied

e)Average

4) How to do you rate the car delivery process?

a)Highly satisfied b)satisfied

c)dissatisfied d)highly dissatisfied

e)Average

5) How do you rate the order process documentation?

a)Highly satisfied b)satisfied

c)dissatisfied d)highly dissatisfied

e)Average

55
6) How do you rate the loan procedure at Shivnath cars private limited?

a)Highly satisfied b)satisfied

c)dissatisfied d)highly dissatisfied

e)Average

7) How do you rate the understanding consumer requirements by Shivnath cars private
limited?

a)Highly satisfied b)satisfied

c)dissatisfied d)highly dissatisfied

e)Average

8) How do you rate the after sales service at Shivnath cars private limited?

a)Highly satisfied b)satisfied

c)dissatisfied d)highly dissatisfied

e)Average

9) How do you rate your experience of the interaction with staff of Shivnath cars

a)Highly satisfied b)satisfied

c)dissatisfied d)highly dissatisfied

e)Average

56
10) How do you rate the trial run facility at Shivnath Hyundai?

a)Highly satisfied b)satisfied

c)dissatisfied d)highly dissatisfied

e)Average

11) How do you rate the pricing policy of Shivnath Hyundai?

a)Highly satisfied b)satisfied

c)dissatisfied d)highly dissatisfied

e)Average

12) Are you satisfied with overall performance of service & facilities obtained from
Shivnath Hyundai?

a)Highly satisfied b)satisfied

c)dissatisfied d)highly dissatisfied

e)Average

13) Would you recommend your friend and relatives to purchase their car at Shivnath
Hyundai?

a)Strongly agree b)Agree

c)Niether agree nor disagree d)Strongly disagree

14) If you want to buy another new Hyundai car would you visit Shivnath Hyundai?

a)Strongly agree b)Agree

c)Niether agree nor disagree d)Strongly disagree

57
15)Do you have any suggestions for the Shivnath Hyundai------------------------------------------
----------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------------
----

58
 BIBLIOGRAPHY

Books:

Principles of marketing: KOTLER ARMSTRONG.

Marketing Management: PHILIP KOTLER.

(Analysis, Planning Implementation and Control)

Services Marketing : TATA Mc GRAW HILL.

Marketing Research : G.C.BERI.

Research Methodology: KOTHARI. C.R.

Intenet:

www.google.com

www.carwala.com

59