A STUDY ON CUSTOMER SATISFACTION IN HYUNDAI
MOTORS WITH SPECIAL REFERENCE FROM JAINS
HYUNDAI, TIRUVANNAMALAI
A Project Report submitted to the Thiruvalluvar University in Partial fulfillment of the
requirement for the award of the Degree of
BACHELOR OF COMMERCE
Submitted By
MANIKANDAN K 23121U10024
NAVEEN R 23121U10025
NITHEESH S 23121U10027
PRAKASH V 23121U10028
SARAVANAN S 23121U10035
Under the Guidance of
Prof. Mrs.A.LAVANYA.M.com.,
Assistant Professor of Commerce
PG & Research Department of Commerce
Sun Arts & Science College
Keeranoor, Thiruvannamalai – 606 755
MARCH – 2024
TABLE OF CONTENTS
CHAPTER TITLE PAGE
NO. NO.
1 INTRODUCTION
1.1 Introduction 1
1.2 Industry Profile 2
1.3 Need for the Study 3
1.4 Scope of Study 3
1.5 Objectives of the Study 3
2 REVIEW OF LITERATURE 4
3 RESEARCH METHODOLOGY
3.1 Research Methodology 7
3.2 Research Process 7
3.3 Type Of Research 8
3.4 Data Collection 8
3.5 Questionnaire Preparation 8
3.6 Pilot Study 9
3.7 Sample Size 9
3.8 period of study 9
3.9 Percentage analysis 9
4 DATA ANALYSIS AND
INTERPRETATION
4.16 HYPOTHESIS FRAMED 25
5 FINDINGS, SUGGESTIONS AND
CONCLUSION
5.1 Findings of the Study 26
5.2 Limitation of Study 26
5.3 Recommendation 27
5.4 Suggestions 27
5.5 Conclusion 28
REFERENCES 29
WEBSITE 30
APPENDIX – I (Questionnaire) 30
ABSTRACT
This case study describes the strategies of Hyundai Motor
Company for entering and working in India, as part of its global
management strategies. With its huge potential in market
development, India attracted worldwide attention and was a place
of fierce competition among global corporations. In the
automobile industry, Hyundai Motor India (HMI) went into the
production of national vehicles for India’s citizens through
localization of products and marketing as well as standardization
of manpower and organization. This study will examine the
strategies and role of HMI as the future leader of domestic markets
and outpost for global exportation.
LIST OF TABLES
TABLE PARTICULARS PAGE
NO NO
4.1 Were all the quarries handled during the delivery? 10
4.2 Were the interiors of the car clean and 11
undamaged at the time of delivery
4.3 Was the paper work fast, easy and clearly 12
explained?
4.4 Was the car delivered on time with all 13
commitment fulfilled
4.5 How was the knowledge and behavior of 14
sale? Consultant
4.6 Were the car features and warranty and services 15
schedule
properly explained to you
4.7 How was the new car delivery ceremony 16
experience
4.8 Was the response to your complaints quick, if any 17
4.9 Were the post sales follow up down regularly 18
4.10 What do you think about the design and style of 19
Hyundai
4.11 At least do you think it worth the value 20
of money
you spent on it
4.12 What do you think the brand position of the 21
Hyundai car
4.13 Why you are giving first preference to buy a 22
Hyundai while buying a small car
4.14 Which promotional media influencing you to buy 23
a small car
4.15 Do you wish promoting the Hyundai cars to others 24
LIST OF CHART
CHART PARTICULAR PAGE
NO NO
4.1 Were all the quarries handled during the 10
delivery?
4.2 Were the interiors of the car clean and 11
undamaged at the time of delivery
4.3 Was the paper work fast, easy and 12
clearly explained?
4.4 Was the car delivered on time with all 13
commitment fulfilled
4.5 How was the knowledge and behavior of 14
sale consultant
4.6 Were the car features and warranty and 15
services
schedule properly explained to you
4.7 How was the new car delivery ceremony 16
experience
4.8 Was the response to your complaints 17
quick, if any
4.9 Were the post sales follow up down 18
regularly
4.10 What do you think about the design 19
and style of Hyundai
4.11 At least do you think it worth the value of 20
money you
spent on it
4.12 What do you think the brand position of 21
the Hyundai car
4.13 Why you are giving first preference to 22
buy a Hyundai while buying a small car
4.14 Which promotional media influencing 23
you to buy a small car
4.15 Do you wish promoting the Hyundai cars 24
to others
CHAPTER 1
1.1 INTRODUCTION
Hyundai Motor Company, often abbreviated to Hyundai Motors and
commonly known as Hyundai, is a South Korean multinational automotive
manufacturer headquartered in Seoul, South Korea. Hyundai Motor
Company was founded in 1967.
Currently, the company owns 33.88 percent of KIA Corporation, and
also fully owns two marques including its luxury cars subsidiary, Genesis
Motor, and an electric vehicle sub-brand, Ionic. Those three brands
altogether comprise the Hyundai Motor Group.
Hyundai operates the world’s largest integrated automobile
manufacturing facility in Ulsan, South Korea which has an annual
production capacity of 1.6 million units. The company employs about
75,000 people worldwide. Hyundai vehicles are sold in 193 countries
through 5,000 dealerships and showrooms.
Chung Jug-Yung founded the Hyundai Engineering and Construction
Company in 1947. Hyundai Motor Company was later established in 1967,
and the company’s first model, the Cortina, was released in cooperation
with Ford Motor Company in 1968. When Hyundai wanted to develop their
own car, they hired George Turnbull in February 1974, the former
Managing Director of Austin Morris at British Leyland.
He in turn hired five other top British car engineers. They were body
designer Kenneth Barnett, engineers John Simpson and Edward Chapman,
John Crosthwaite, formerly of BRM, as chassis engineer and Peter Slater as
chief development engineer. In 1975, the Pony, the first South Korean car,
was released, with styling by Giorgio Giugiaro of ItalDesign.
1
1.2 INDUSTRY PROFILE
Hyundai Corporation is the trading arm of Hyundai Group, one of
South Korea’s largest cabals, or conglomerates. The corporation integrates
the group’s sales and marketing strategies, imports natural resources through
overseas investment and joint ventures, and provides assistance to overseas
operations.
The corporation leads the numerous member companies of the group
in sales. Since the companies belonging to the Hyundai Business Group are
closely linked, the history of Hyundai Corporation must be viewed as part
of the story of the group.
Hyundai Business Group has displayed spectacular growth since it
was founded in 1947. The group’s rapid expansion—to a point where its
interests include car manufacturing, construction, shipbuilding, electronics,
and financial services— reflects the achievements attained during South
Korea’s economic miracle.
The company has grown to a formidable strength in several areas,
and its rise to prominence in the construction, shipbuilding, and automotive
sectors has taken the world by surprise. The specialized divisions are now
run as independent affiliated companies.
2
Hyundai’s growth was linked inextricably to South Korea’s reconstruction
programs following World War II and the Korean War, and to the state-led
capitalism that resulted in a polarization of the country’s corporate structure
and the domination of the economy by a number of conglomerates.
World War II left the country devastated, and the small recovery
Korea had been able to make following this conflict was reversed during the
Korean War, which lasted from 1950 to 1953. The cabals, which are similar
to Japan’s zaibatsu, worked with the government in rebuilding the economy
and formed an integral part of Korea’s economic strategy and its drive to
build up its industrial base.
In 1984, Hyundai began exporting the Pony to Canada, but not to the United
States, as the Pony would not pass emissions standards there. Canadian sales
greatly exceeded expectations, and it was at one point the top-selling car on
the Canadian market. In 1985, the one millionth Hyundai car was built.
Until the 1986 introduction of the larger Hyundai Grandeur, Hyundai
offered a locally assembled Ford Granada for the South Korean executive
market.
3
1.3 NEED OF THE STUDY:
There are several issue on customer preference and satisfaction level
to words the expectation.
The organization to become a happy place to work if employee
work is fully satisfied with customer expectation.
An individual feels motivated in the company, when they came to know
preference and achieved.
When the relationship between employees and customer become
healthy then problem will not arise.
1.4 SCOPE OF STUDY:
To maintain harmonious relation between employees and customer.
To safeguard the interest of customer to satisfy them.
To avoid the customer conflicts and want to satisfy their expectation.
Developing customer relation in a society.
1.5 OBJECTIVE OF THE STUDY:
PRIMARY OBJECTIVE:
The objective of this study was to determine the
customer preference and satisfaction level to words the expectation
on the effectiveness of customer relationship management practice
in Hyundai motors.
4
SECOUNDARY OBJECTIVE:
• To study about the customer relationship management among Hyundai
motors.
• To know about how conflict managed and remedial measures
incorporated.
• To understand the transparency in communication among customer.
• To provide suggestions and recommendations for the
customer relationship practices.
5
CHAPTER 2
2.1 REVIEW OF LITERATURE
One man, Chung Ju Yung, has been at the center of Hyundai’s progress since
1950. Chung, honorary chairman in 1990, left school at an early age and developed
what has been described as an autocratic and unconventional management style. He
noted those areas of industry that the government had selected as crucial to economic
development, and structured the group accordingly.
The foundation of Hyundai was laid before the Korean War, in 1947, when
Chung set up Hyundai Engineering & Construction Company. The company was
involved in the early stages of the country’s recovery following World War II. After
the Korean conflict, development intensified, and Hyundai was quick to take on a key
role, working on civil and industrial projects as well as housing programs.
In 1958 it set up Keumkang Company to make construction materials, and
four years later, when the first of Korea’s five-year development plans was launched,
Hyundai was well placed to win a range of infrastructure contracts. This plan and its
successors aimed to lay the foundations for an independent economy by targeting
sectors of industry for expansion.
Against this background Hyundai expanded its construction and engineering
operations as the economy’s momentum increased. In 1964 it completed the Danyang
Cement plant, which in 1990 produced well over one million tons of cement. In 1965
the company undertook its first overseas venture with a highway- construction project
in Thailand.
Hyundai expanded rapidly overseas, developing a market with particular
success in the Middle East. Its projects in this region included the US$931 million
Jubail industrial harbor project in Saudi Arabia.
In 1986, Hyundai began to sell cars in the United States, and the Excel was
nominated as “Best Product #10” by Fortune magazine, largely because of its
6
Affordability. The company began to produce models with its own technology
in 1988, beginning with the midsize Sonata. In the spring of 1990, aggregate production
of Hyundai automobiles reached the four million mark. In 1991, the company succeeded
in developing its first proprietary gasoline engine, the four-cylinder Alpha, and also its
own transmission, thus paving the way for technological independence.
IN 1996, Hyundai Motor India Limited was established with a production plant
in irungattukottai near Chennai, India. In 1998, Hyundai began to overhaul its image in
an attempt to establish itself as a world-class brand. Chung Jug Yung transferred
leadership of Hyundai Motor to his son, Chung Mongo Koo, in 1999. Hyundai’s parent
company, Hyundai Motor Group, invested heavily in the quality, design, manufacturing,
and long-term research of its vehicles. It added a 10-year or 100,000- mile (160,000 km)
warranty to cars sold in the United States and launched an aggressive marketing
campaign.
In 2004, Hyundai was ranked second in “initial quality” in a survey/study by
J.D. Power and Associates in North America. Hyundai is now one of the top 100 most
valuable brands worldwide according to Interbrand.Since 2002, Hyundai has also been
one of the worldwide official sponsors of the FIFA World Cup.
In 2006, the South Korean government initiated an investigation of Chung Mongo
Koo’s practices as head of Hyundai, suspecting him of corruption. On 28 April 2006,
Chung was arrested, and charged for embezzlement of 100 billion South Korean won
(US$106 million). As a result, Hyundai vice chairman and CEO, Kim Dong-join,
replaced him as head of the company.
On 30 September 2011, Yang Sung Suk announced his retirement as CEO of Hyundai
Motor Co. In the interim replacement period, Chung Mong-koo and Kim Eok-jo will
divide the duties of the CEO position. IN 2014, Hyundai started an initiative to focus on
improving vehicle dynamics in its vehicles and hired Albert Bier Mann, former Vice
President of Engineering at BMW M to direct chassis development for Hyundai vehicles;
stating “The Company intends to become a technical leader in ride
7
And handling, producing vehicles that lead their respective segments for driver
engagement.
On 14 October 2020, Suisun Chung was inaugurated as the new chairman of the Hyundai
Motor Group. His father, Chung Mong-Koo, has been made honorary chairman. IN April
2021, the company said that its profits rose by 187%, the highest rise in four years. The
company recorded a profit of $1.16 billion from the beginning of 2021 until March.
Research and development
Hyundai has six research and development centers, located in South Korea (three
offices), Germany, Japan and India. Additionally, a center in California develops designs
for the United States.
Hyundai established the Hyundai Design Center in Fountain Valley, California in 1990.
The center moved to a new $30 million facility in Irvine, California, in 2003, and was
renamed the Hyundai Jain’s Motors Design and Technical Center. The facility also
housed Hyundai America Technical Center, Inc., a subsidiary responsible for all
engineering activities in the U.S. for Hyundai. Hyundai America Technical Center
moved to its new 200,000-square-foot (19,000 m2), $117 million headquarters in
Superior Township, Michigan (near Ann Arbor) in 2005.
In 2004, Hyundai America Technical Center completed construction of its Hyundai/Kia
proving ground in California City, California. The 4,300-acre (17 km2) facility is located
in the Mojave Desert and features a 6.4-mile (10.3 km) oval track, a Vehicle Dynamics
Area, a vehicle-handling course inside the oval track, a paved hill road, and several
special surface roads. A 30,000-square-foot (2,800 m2) complex featuring offices and
indoor testing areas is located on the premises as well. The facility was built at a cost of
$50 million.
In the 2021 review of WIPO’s annual World Intellectual Property Indicators Hyundai
ranked as 4th in the world for its 141 industrial design registrations being published under
The Hague System during 2020. This position is up on their previous 7th place ranking
for 57 industrial design registrations being published in 2019
8
CHAPTER-3
3.1 RESEARCH METHADOLOGY:
Research is the process of systematic and in- depth study of any particular topic, subject
or any are of investigation backed by collection, compilation, presentation and
interpretation relevant data’s in detail.
3.2 RESEARCH PROCESS:
In research process, the first and foremost step is defining and selecting a research
problem. A Researcher should at first find the problem. Then he should formulate it so
that it becomes susceptible to research. For a systematic presentation, the process of
research may be classified under three stages- primary stages, secondary stage, and the
tertiary stage.
THE PRIMARY STAGE INCLUDES:
• Observation
• Interest
• Formulating research problems
• Documentation
• Research designs
THE SECONDARY STAGE INCLUDES:
• Project planning
• Data collection
• Questionnaire preparation
• Analysis of data
• Testing of hypothesis
• Interpretation
• Questionnaire preparation
9
3.3 TYPE OF RESEARCH:
DESCRIPTIVE RESEARCH:
Descriptive research has been used, it involves survey and fact finding enquiries if
different kinds, the purpose of descriptive research are the descriptive of stage of affairs,
as it exists at present.
PROJECT PLANNING:
Project planning is the first step in actually conducting & directing a research Project. It
is one of the most important tasks of researcher. This includes formulation of the
researcher objectives & goals and determining ways of achieving them.
3.4 DATA COLLECTION:
Data collection is one of the most important aspects of research. The information
research methodology must be accurate and relevant; the data collection method can be
classified into two methods.
PRIMARY DATA:
Questionnaire method have been used as a tool for a data collection in this research.
SECONDARY DATA:
Secondary data means data that are already available i.e., they refer to data which has
already been collected and analyzed by someone else. The secondary data for the study
was collected google scholar website and magazines.
3.5 QUESTIONNAIRE PREPARATION:
The basic requisite of any research study is the appropriate data which can be
collected with the help of a schedule or questionnaire. With the help of questionnaire
It is easy to determine the involvement level of so many employees in the organization.
10
QUESTIONNAIRE PREPARATION:
The basic requisite of any research study is the appropriate data which can be collected
with the help of a schedule or questionnaire. With the help of questionnaire is easy to
determine the involvement level of so many employees in the organization.
3.6 PIOLET SURVEY:
Before collecting the relevant data to test the hypothesis, it is essential to ascertain the
applicability of the instrument to the population being studies. Hence, a pilot study was
undertaken with an objective to evaluate the tools prepared for the study and to find
whether they are providing the information required.
3.7 SAMPLE SIZE:
The sample size for this survey is 90.
3.8 PERIOD OF STUDY
The period of study is from January, 2024 to March, 2024 with is three month of study.
3.9 PERCENTAGE ANALYSIS
Research questions are always answered with a descriptive statistic:
Generally, either percentage or mean. Percentage is appropriate when it is
Important to know how many of the participants gave a particular answer. Generally,
Percentage is reported when the responses have discrete categories.
11
CHAPTER-4
DATA ANALYSIS AND INTERPRETATION
The following consist of the data analysis and interpretation of my questionnaire
1. Were all the quarries handled during the delivery?
TABLE NO.4.1
Response Percentage
YES 89%
NO 11%
Percentage
11%
YES
NO
89%
INTERPRETATION:
From the above table interpreted that 89% responded as yes and 11% as no.
12
2.Were the interiors of the car clean and undamaged at the time
ofdelivery
TABLE NO .4.2
Response Percentage
YES 67%
NO 33%
Percentage
33%
67% YES
NO
INTERPRETATION:
From the above table interpreted that 67% responded as yes and 33% as no.
13
3.Was the paper work fast, easy and clearly explained?
TABLE NO.4.3
Response Percentage
YES 96%
NO 4%
Percentage
100%
90%
80%
70%
60%
Percentage
50%
96%
40%
30%
20%
10% 4%
0%
YES NO
INTERPRETATION:
From the above table interpreted that 96% respondedas yes and 4% as no.
14
4.Was the car delivered on time with all commitment fulfilled
TABLE NO.4.4
Response Percentage
YES 96%
NO 4%
Percentage
120%
100% 96%
80%
60%
Percentage
40%
20%
4%
0%
YES NO
INTERPRETATION:
From the above table interpreted that 96% responded as yes and 4% as
15
5. How was the knowledge and behavior of sale consultant
TABLE NO, 4.5
Response Percentage
Average 15%
Good 60%
Excellent 15%
Percentage
15% 15%
Average
Good
Excellent
60%
INTERPRETATION:
From the above table interpreted that 60% responded Good, 25% responded
Excellent and 15%responded A
16
6. Were the car features and warranty and services schedule properly explained
To you
TABLE NO.4.6
Response Percentage
Average 15%
Good 56%
Excellent 29%
Percentage
15%
29%
Average
Good
Excellent
56%
INTERPRETATION:
From the above table interpreted that 56% responded Good, 29% responded
Excellent and 15% responded Average.
17
7. How was the new car delivery ceremony experience
TABLE NO.4.7
Response Percentage
Average 15%
Good 45%
Excellent 40%
Percentage
50%
45%
40%
35%
30%
25%
45% Percentage
20% 40%
15%
10%
15%
5%
0%
Average Good Excellent
INTERPRETATION:
From the above table interpreted that 45% responded Good, 40% responded
Excellent and 15% responded Average.
18
8.Was the response to your complaints quick, if any,
TABLE NO.4.8
Response Percentage
Average 15%
Good 50%
Excellent 35%
Percentage
15%
35%
Average
Good
Excellent
50%
INTERPRETATION:
From the above table interpreted that 50% responded Good, 35% responded
Excellent and 15% responded Average.
19
9.Were the post sales follow up down regularly
TABLE NO.4.9
Response Percentage
Average 31%
Good 46%
Excellent 23%
Percentage
23%
31%
Average
Good
Excellent
46%
INTERPRETATION:
From the above table interpreted that 46% responded Good, 23% responded
Excellent and 31% responded Average
20
10. What do you think about the design and style of Hyundai TABLE
NO.4.10
Response Percentage
Average 17%
Good 50%
Excellent 33%
Percentage
17%
33%
Average
50% Good
Excellent
INTERPRETATION:
From the above table interpreted that 45% responded Good, 40% responded
Excellent and 15% responded Average.
21
11. At least do you think it worth the value of money you spent on it
TABLE NO.4.11
Response Percentage
YES 70%
NO 30%
Percentage
30%
70% YES
NO
INTERPRETATION:
From the above table interpreted that 70% responded yes and 30% as no.
22
12. What do you think the brand position of the Hyundai car
TABLE NO.4.12
Response Percentage
Too High 84%
Too Low 16%
Percentage
90%
80%
70%
60%
50% Percentage
84%
40%
30%
20%
10% 16%
0%
Too High Too Low
INTERPRETATION:
From the above table interpreted that 84% responded too high and 16% as too low.
23
13. Why you are giving first preference to buy a Hyundai while buying a small car
TABLE NO.4.13
Response Percentage
Good Facility 50%
Good Quality 30%
Better Mileage 20%
Percentage
20%
Good Facility
50% Good Quality
Better Mileage
30%
INTERPRETATION:
From the above table interpreted that 50% responded Good Facility, 30%
responded Good Quality and 20% as Better Mileage.
24
14. Which promotional media influencing you to buy a small car
TABLE NO.4.14
Response Percentage
Broadcasting 30%
Product Demonstration 25%
Word of mouth 21%
Publication 24%
Percentage
24%
30%
Broadcasting
Product Demonstration
Word of mouth
Publication
21%
25%
INTERPRETATION:
From the above table interpreted that 30% responded Broadcasting, 25% as Product
Demonstration, 21% as Word of mouth and 24% as Publication.
25
15. Do you wish promoting the Hyundai cars to others
TABLE NO.4.15
Response Percentage
YES 63%
NO 3%
Maybe 34%
Percentage
34% YES
NO
63% Maybe
3%
INTERPRETATION:
From the above table interpreted that 63% responded as yes, 3% as No and 34% as
maybe
26
4.16 HYPOTHESIS FRAMED
An auto company decided to introduce a new six-cylinder car whose mean petrol
consumption is claimed to be lower than that of the existing auto engine. It was found
that the mean petrol consumption for the 50 cars was 10 km per liter with a standard
deviation of 3.5 km per liter. Test at 5% level of significance, whether the claim of the
new car petrol consumption is 9.5 km per liter on the average is acceptable. Solution:
Sample size n =50Samplemean = 10km Sample standard deviations = 3.5 km
Population mean μ = 9.5 km
Since population SD is unknown we consider σ = s
The samples a large sample and so we apply Z-test
Null Hypothesis: There is no significant difference between the sample
average and the company’s claim, i.e., H0: μ = 9.5
Alternative Hypothesis: There is significant difference between the sample
average and the company’s claim, i.e., H1: μ ≠ 9.5 (two tailed test)
The level of significance α = 5%= 0.05
Applying the test statistic
Thus the calculated value 1.01and the significant value or table value Zα/2 = 1.96
Comparing the calculated and table value, Here Z < Zα/2 i.e., 1.01<1.96.
Inference: Since the calculated value is less than table value i.e., Z < Zα/2 at
5% level of significance, the null hypothesis H0 is accepted.
Hence we conclude that the company’s claim that the new car petrol consumption is
9.5km per liter is acceptable.
27
CHAPTER -5
FINDING & SUGGESTION AND CONCLUSION
Based on the analysis and discussion on primary data in the previous chapter
Finding, Suggestion and Conclusion of the study in logical manner.
5.1 FINDING
From the questionaries’ the following points are found and noted
Majority is 30 % of responded of Hyundai cars owner on the basis of age
group is 36 to 45.
Majority is 88.5% of responded handle the quarries at the time of delivery.
Majority is 96.3% of people told easily and clearly explained the paper works.
Majority is 50% of responded response the complaint quickly.
Majority is 66.7% of responded factor influenced by quality.
Majority is 55.3 % of responded say warranty and service schedule were
clearly explained.
Majority is 95.8% of responded ok with their fuel efficiency.
5.2 LIMITATION OF STUDY
The sample size is limited to 90 of responded.
Because the information collected from the customers by meeting them at their
working places, company service centers, the information extracted would not be
sufficient from the responded.
The opinion now about Hyundai may not be the same after some days because of
new entrants.
The study is conducted for a period of 2 months.
Measurement of customer satisfaction is a complex subject
28
5.3 RECOMMENDATION:
Hyundai should adopt defensive marketing strategy because as being one of the
largest car dealer in market.
Hyundai must adapt new technology and train their employees.
Hyundai should adopt an offensive marketing strategy for attracting
customers.
Better relationship with customers India is 11th largest passenger car market in
the world.
India is the second-biggest market for small cars after Japan. It accounts for 60
percentage of the domestic market.
5.4 SUGGESTIONS
In this study, majority of the responses are dominated by male group and very
few female having own car.
To attract female consumer, the car mechanism has to change and driving system
to be automated.
Majority of the customers felt that the after sale service provided by the company
is not up to the mark. Like offers regular repairs and maintenance service without
any delay.
In order to increase interior decoration of car may be added accessories,
protecting steering wheel, dashboard, protecting seat covers, increase the storage
space etc.
Majority of the customers dissatisfied with the facility of Air cooler of car and
ranked as the last position
The company should increase the efficiencyof the Air cooler facility by
quickabsorbing heat. Use window shades, sun visors, vent the interiors, A/c
curtain are few ways to improve efficiency of air cooler.
29
5.5 CONCULSION
From the findings and analysis, it is clear that Hyundai Car is highly preferred
when compared to the other brands of car in the same segment.
With the analysis through the survey conducted for a period of 2 months in Delhi
on the consumer satisfaction of Hyundai Car Dealer, the findings and analysis
shows that80% of the consumers are happy with the dealer and also sales service
and rest 20% of them says that they are dissatisfied.
Since each customer is like an asset for an organization the company should try to
improve in the area of dissatisfaction.
We know that getting new customer is double the cost of retaining the old
customer so the company should focus on retaining the old customers whom a in
the future purchase the product or recommend others to purchase the product.
Thus they help directly or indirectly for the product sale.
Change is the only think to retain and attract.
30
REFERENCE
"Hyundai Motor 2016 Fast Facts". Archived from the original on 3 September 2018. Retrieved
24 December 2017.
"Hyundai Motor Company and Its Subsidiaries Consolidated Financial Statements as of
and for the Years Ended December 31, 2021 And 2020" (PDF). pp. 6–8. Retrieved 23
March 2022.
The Times (1974-07-09)
The Sunday Times 'Business News' (1974-07-14) Motor
Report International (1974-07-18)
The Engineer (1975-01-30)
WEBSITES
https://en.wikipedia.org/wiki/Hyundai_Motor_Company
https://www.hyundai.com/in/en/hyundai-story/hyundai-motor-india/about-us
31
APPENDIX
QUESTIONIERIES
NAME:
ADDRESS:
CONTACT NUMBER:
AGE:
QUESTIONS:
1. Were all the quarries handled during the delivery
o Yes
o No
2. Were the interiors of the car clean and undamaged at the time of delivery?
o Yes
o No
3. Was the paper work fast easy and clearly explained?
o Yes
o No
4. Was the car delivered on time with all the commitment fulfilled?
o Yes
o No
5. Was the paper work fast easy and clearly explained?
o Yes
o No
32
6. Was the car delivered on time with all the commitment fulfilled?
o Yes
o No
7. How was the knowledge and behavior of sale consultant?
o Bad
o Average
o Good
o Excellent
8. Were the car features and warranty and services schedule properly explained
to you?
o Bad
o Average
o Good
o Excellent
9. How was the new car delivery ceremony experience?
o Bad
o Average
o Good
o Excellent
10. Was the response to your complaints quick, if any?
o Bad
o Average
o Good
o Excellent
11. Were the post sales follow up down regularly?
o Bad
o Average
o Good
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12. Was the paper work fast easy and clearly explained?
o Yes
o No
13. Was the car delivered on time with all the commitment fulfilled?
o Yes
o No
14. How was the knowledge and behavior of sale consultant?
o Bad
o Average
o Good
o Excellent
15. Were the car features and warranty and services schedule properly
explained toyou?
o Bad
o Average
o Good
o Excellent
16. How was the new car delivery ceremony experience?
o Bad
o Average
o Good
o Excellent
17. Was the response to your complaints quick, if any?
o Bad
o Average
o Good
o Excellent
18. Were the post sales follow up down regularly?
o Bad
o Average
o Good
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o Excellent
19. Give your rate about Hyundai motors company and with their service
o 1
o 2
o 3
o 4
o 5
o 6
o 7
o 8
o 9
o 10
20. What do you think about the design and style of Hyundai?
o Bad
o Average
o Good
o Excellent
21. At least do you think it worth the value of money you spent on it?
o Yes
o No
o Average
22. What do you think the brand position of the Hyundai car?
o Too high
o Too low
o Bad
23. Why you are giving first preference to buy a Hyundai while buying small car
o Good facilities
o Good quality
o Better mileage
24. Which promotional media influencing you to buy a small car?
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o Broadcasting
o Product demonstration
o Word of mouth
o Publication
25. Do you wishing promoting the Hyundai car to others?
o Yes
o No
o Maybe
26. What are the factor influencing on purchasing the Hyundai car?
o Luxurious
o Quality
o Cost
27. Are you ok with the fuel efficiency of your car?
o Yes
o No
28. What type of problem that you faced while driving in the Hyundai car?
o Technical
o Engine
o Seating space
o None
29. What do you think the Hyundai is the best choice for use after using it?
o Price
o Quality
o Engine
o Comfort
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