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8/18/2019 225745984 Customer Satisfaction in Hyundai Doc
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A
PROJECT REPORT
ON
“CUSTOMER SATISFACTION”
IN
SUBMITTED IN PARTIAL FULFILLMENT OF AWARD OF DEGREE OFBACHELOR IN BUSINESS ADMINISTRATION
Affiliated To : C.C.S. Unie!"it#$ NoidaACADEMIC SESSION
%&'(')&'(*+
INSTITUTE OF MANAGEMENT STUDIES,A-8, B-IMS, Campus, Sec-6, NOIDA
SUBMITTED TO: SUBMITTED B,:
M!. At-le" Sa!/a S-0eet 1-/a! 2Fa3-lt# of BBA De4a!t/ent5 Roll No 6 7(789(*
BBA 6 It Se/.
1
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DEC!ARATION
I Sujeet Kumar pursuing Bac"e#$% $& Bus'(ess A)m'('s*%a*'$( +BBA from IMS, N$')a in
session 2010-2013. I Hereby Declare That This summer training project report titled
“CUSTOMER SATISFACTION ON .UNDAI MOTORS” is the outcome of my on
effort at M/ R/ 0u()a' organi!ation under the guidance of M%/ SUMIT SARMA +G/M/
The same report has not been submitted earlier to any institute"#ni$ersity for aarding the any
degree"diploma of 1Bac"e#$% $& Bus'(ess A)m'('s*%a*'$(2 are any other professional course. if
there ill be any $iolation of I%& than I ill be solely responsible to that and in institute"
uni$ersity has right to cancelled my degree.
Date'''''
P#ace SIGNATURE IN FU!!//////////
Sujeet Kumar
2
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AC3NO4!EDGEMENT
(s a student) a lot of guidance is needed to me for preparing this report. I am $ery grateful to of
Hyundai *otor India +imited ithout hose guidance and help the +ast but not the least I
ould li,e to than,s to (cademics ithout hose feedbac, and encouragement this
project ould not ha$e been possible. Their help has gone a long ay in successful
completion of my project.
research ould ne$er been possible.
I am also indebted to number of consumers for sharing their insight and eperiences ith me.
I ould li,e to than, colleagues and friends from I*) /oida and elsehere for their help and
assistance in the compilation of this or,.
(t last but not least) I ould li,e to than,s all those ho directly or indirectly helped me to
prepare this project report.
I ould li,e to than, to my eternal guide *r. (tulesh harma aculty of ( Dept..
SUJEET KUMAR
BBA-5IT SEM/
3
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TAB!E OF CONTENST
Title %age /o.4
%art 14
(bout 5ustomer atisfaction 6
Introduction of organi!ation 7
rief history of the organi!ation 16
8rgani!ation %erformance 19
8rgani!ation products"ser$ices 1:
*ajor challenges of the organi!ation 6:
%art 24
Introduction of problem 90
8bject of study 91
+iterature re$ie 92
cope of study 93
&esearch *ethodology 9;
Data %resentation 9<:7
&esults = indings
uggestion
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ABOUT CUSTOMER SATISFACTION
Cus*$me% sa*'s&ac*'$() a business term) is a measure of ho products and ser$ices supplied by a
company meet or surpass customer epectation. It is seen as a ,ey performance indicator ithin business and is part of the four of a alanced corecard.
In a competiti$e mar,etplace here businesses compete for customers) customer satisfaction is
seen as a ,ey differentiator and increasingly has become a ,ey element of business strategy.>1?
Hoe$er) the importance of customer satisfaction diminishes hen a firm has increased
bargaining poer . or eample) cell phone plan pro$iders) such as (T=T and @eri!on)
participate in an industry that is an oligopoly) here only a fe suppliers of a certain product or
ser$ice eist. (s such) many cell phone plan contracts ha$e a lot of fine print ith pro$isions that
they ould ne$er get aay if there ere) say) a hundred cell phone plan pro$iders) because
customer satisfaction ould be ay too lo) and customers ould easily ha$e the option of
lea$ing for a better contract offer.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
A/ I(*%$)uc*'$(
(lthough companies conduct customer satisfaction research for $arious reasons) the o$erall goal
is to help them Astay as close to their customers as humanly possible.B90 *any leading edge
companies and research firms focus on obtaining useful feedbac, from customers and clients and
con$erting it into AactionableB steps to impro$e their performance. ome ant feedbac, from
customers about eisting or ne products and ser$ices. 8thers ant to ,no ho to target their
resources on issues of concern to customers. till others ant to demonstrate a commitment to
listening to their customers. (s a by-product) customer feedbac, can pro$ide actual eamples of
good and bad practices for employee training and continuous impro$ement efforts. The
organi!ationCs objecti$es define hat it ants to learn from customers and guides ho the
information is collected. perts ad$ise that first defining measurable objecti$es ill allo
organi!ations to Alearn the effecti$eness of your sur$ey) and it ill help you in rein$esting the
information you learned.B92 In general) the research focus is ho reliably the organi!ation
fulfills customer satisfaction and hat can be done to impro$e. AThe most acti$e $erb hen you
6
http://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Technical_termhttp://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-0http://en.wikipedia.org/wiki/Bargaining_powerhttp://en.wikipedia.org/wiki/Cell_phonehttp://en.wikipedia.org/wiki/AT%26Thttp://en.wikipedia.org/wiki/Verizonhttp://en.wikipedia.org/wiki/Oligopolyhttp://en.wikipedia.org/wiki/Fine_printhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Technical_termhttp://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-0http://en.wikipedia.org/wiki/Bargaining_powerhttp://en.wikipedia.org/wiki/Cell_phonehttp://en.wikipedia.org/wiki/AT%26Thttp://en.wikipedia.org/wiki/Verizonhttp://en.wikipedia.org/wiki/Oligopolyhttp://en.wikipedia.org/wiki/Fine_print
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spea, in the $ocabulary of customer satisfaction is to improve.B Ho freEuently an organi!ation
measures customer satisfaction depends on the nature of its ser$ice and hat it ants to gain. or
instance) if customers ma,e daily decisions about the ser$ices offered) freEuent measurement is
appropriate. *any consumer product and ser$ice companies need this type of day-to-day or
ee,ly information.
The /ational %erformance &e$ie /%& found that Abest-in-businessB organi!ations solicit
feedbac, from customers before) during) and after ser$ice. The methods chosen for measuring
customer satisfaction depend on customer characteristics) time a$ailability) costs) and the
information an organi!ation hopes to gather. *any of the top performing companies identified by
the /%& used sophisticated mar,et research techniEues4 Aeedbac, as obtained through
customer focus groups) customer usage and attitude sur$eys) supplier and partner sur$eys) and
detailed telephone) mail) and personal inter$ies. In one case) thousands of customer sur$eys
ere mailed out each ee,. (nother company maintained a detailed database containing all
pertinent facts about its customersC reEuirements.B96 5ommon methods of gathering customer
satisfaction information in the commercial orld include 1-
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or, done by %arasuraman) eithaml and erry +eonard + >3? beteen 17
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(ttracti$e) 8ne-Dimensional) *ust-e) Indifferent) &e$erse. The Nano model offers some
insight into the product attributes hich are percei$ed to be important to customers. Nano also
produced a methodology for mapping consumer responses to Euestionnaires onto his model.
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INTRODUCTION
Hyundai *otor India +imited H*I+ is a holly oned subsidiary of Hyundai *otor
5ompany) outh Norea and is the second largest car manufacturer and the largest passenger car
eporter from India. H*I+ presently mar,ets 3; $ariants of passenger cars across se$en models.
The antro in the segment) the Met! %rime) i10 and the %remium hatchbac, i20 in the O
segment) the (ccent and the @erna in the 5 segment) the onata Transform in the segment and
the Tucson in the #@ segment.
Hyundai *otor India +td) continuing ith its tradition of being the fastest groing passenger car
manufacturer) registered total sales of ;
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percent ith 2;63
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second plant in ebruary 2010 hich produces an additional 300)000 units per annum) raising
H*I+Gs total production capacity to 900)000 units per annum.
H*I+ has in$ested to epand capacity in line ith its positioning as H*5Gs global eport
hub for compact cars. (part from the epansion of production capacity) H*I+ currently has 2:2
strong dealer netor,s across India) hich ill be further bolstered in 2010.
In 200
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/DT@ %rofit 5ar = i,e India) the Qest @alue for *oney 5arC from 5/5 (utocar and
G%erformance 5ar of the LearG from usiness tandard *otoring.
Hyundai cars ha$e been a fa$orite at all aards ceremonies and has on many aards.
The onata mbera on the Gecuti$e 5ar of The Lear 2009G aard from usiness tandard
*otoring maga!ine and /DT@ %rofit 5ar = i,e India had declared the Tucson as the G#@ of
The Lear 2009G.
/ot only this) H*I+ has also been aarded the benchmar, I8 1;001 certification for its
sustainable en$ironment management practices.
Juality. rand poer. These are the to priorities for Hyundai *otor 5ompany as it prepares
for the future. /o longer content to follo and learn) Hyundai is no see,ing to lead the motor
industry in shaping the e$olution of motor $ehicles. ith HyundaiGs publicly stated goal of
becoming one of the top fi$e carma,ers in the orld by 2010) the Hyundai brand ill reEuire
careful repositioning. *anagement reali!es that achie$ing this goal ill reEuire strong
determination) resol$e but) abo$e all) stronger public confidence in the Hyundai name.
It ill also carry ith it a ne set of responsibilities) such as greater transparency in
management and the en$ironmental) social and economic facets of sustainable de$elopment. y
publicly announcing a ne global en$ironment management body last year) Hyundai reiterated
its commitment to leadership in the social sphere. Hyundai reinforced its place as a top-rated
carma,er by inning the 2003 Mlobal (utomoti$e hareholder @alue (ard presented by
12
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BRIEF ISTOR. OF .UNDAI MOTOR COMPAN.
stablished in 179:) Hyundai *otor 5o. has gron into the Hyundai-Nia (utomoti$e Mroup
hich as ran,ed as the orldCs fifth-largest automa,er in 200: and includes o$er to do!en
auto-related subsidiaries and affiliates. mploying o$er :6)000 people orldide) Hyundai
*otor posted sales of #:;.7 billion in 200: on a consolidated-basis and #32.< billion on a
non-consolidated basis. Hyundai $ehicles are sold in 173 countries through some 9)000
dealerships and shorooms.
Hyundai is epanding its globali!ation efforts ith fresh in$estments in 5hina) the #nited
tates and Tur,ey) apart from India. It has emerged as one of the largest car manufacturers in the
orld and is currently positioned at fifth ran, globally. The goal is to surge into the global top 3
by 2010.
16
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ORGANISATION PERFORMANCE
H*I+ gets 5& aard from Tamil /adu Deputy 5hief
*inister *r. *. N. talin
Hyundai i10 ins Gmall amily a$ourite 5ar (ardG
by 5arale.com
Hyundai i20 ins the Q@ieerCs 5hoice (ardC at the
8$erdri$e 5/5 T@ 1< (ards 2010.
Hyundai *otor India +td ins the aard for Q5ustomer
er$iceC at the (pollo (uto India est rand (ards
2010.
Hyundai i20 ins the QDesign of the LearC aard at the
/DT@ %rofit 5ar = i,e (ards 2010.
Hyundai i10 brand ambassador hahru,h Nhan ins the
Qrand (mbassador of the LearC aard at /DT@ %rofit
5ar = i,e (ards 2010.
19
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O%7a(':a*'$( P%$)uc*s
H*I+ presently mar,ets o$er 3; $ariants of passenger cars across se$en models) the antro) i10and Met! in the segment) the (ccent in the 5 segment) the @erna in the D segment) t onata in
the segment and the Tucson in the #@ segment. &ecently it has introduced i-20 in O
segment.
Sa(*%$
S*a()a%) Fea*u%es
Sa(*%$
N$(-
AC G! G!S
Fue# Op*'$(
%etrol
+%M -
5/MU
Sa&e*0 <
Secu%'*0
5hild-afety &ear Door +oc,s
Dual ide Impact eams
eat elts - ront = &ear nergy (bsorbing teering 5olumn
" 5ollapsible Day = /ight Inside &ear @ie
*irror -
5entral +oc,ing - -
elf +oc,ing Doors
1:
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E*e%'$%
5lear Headlamps = Tail lamps 8&@* - %assenger ide -
Tinted Mlass -
ody 5olour umper - - Detachable umper Insert
*oulding
aistline *oulding - -
ody 5olour &adiator Mrille
&ear poiler - -
ull heel 5o$er - -
I(*e%'$%
2 Tone eige = ron Interior Ney
colour
= 5 %illar Trims
&ear %arcel Tray -
ront pea,er Mrille on Dashboard
&ear pea,er Mrille
(sh Tray
ront *ap +amp il$er inish 5entre 5onsole = (5
@ents
5up holders
Dri$er side ront Door *ap %oc,et - -
Door Trim ith abric Insert - -
Sea*'(7
eating 5apacity 6 6 6
&ear eat Double olding
porty ront eats Integrated &ear eat Head
&estraints
eige = ron eat #pholstery -
C$m&$%* <
C$(9e('e(ce
("5 -
Heater
Trip meter " 8dometer
+o uel arning +amp
%oer teering -
Internally (djustable 8&@*s - -
%oer indos V ront - -
1
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&emote uel +id 8pener
&emote Tail Mate &elease
Intermittent ront iper = asher
Tec"('ca# spec'&'ca*'$(
SANTRO
=/= ! Pe*%$#
DIMENSIONS
8$erall +ength mm 3)696
8$erall idth mm 1)626
8$erall Height mm 1)670
heelbase mm 2)3
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The ne antro Wing sports stunning design changes hich include refreshing eteriors and
ne loo, luurious interiors. The ne front radiator grille) the full heel co$er and the rear
spoiler ma,es the ne antro Wing aesthetically more appealing and sporty. ith metallic
touches at multiple locations and plush ne to tone beige and bron color scheme) the ne
antro Wing adds elegance and style to the eisting great loo,s.
ENGINEERING
ENGINE
The Hyundai antro is poered by the ad$anced Hyundai psilon engine. mploying a patented
cylinder head design ith dual inlet $al$es) tumble ports and pent roof combustion chamber) this
engine produces incredible poer at a much loer rpm compared to any other car in its category.
ith its uniEue engine management the computer continuously sensing hatGs happening inside
the engine) to constantly monitoring the engine performance) ma,es it ama!ingly responsi$e to
your touch and feel.
De$eloped to eacting global specifications at its fully integrated manufacturing plant near
5hennai) the ne Hyundai 12@ 8H5) inline ; cylinders) 10
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I-=>
S*a()a%) Fea*u%e
=/= I%)e =/=?=/ =/ 3appa
D-!'*e E%a Ma7(a Sp$%*:
As*
a
E@TERIOR 5lear Headlamps
= &ear
5ombination
+amp 8utside &ear @ie
*irror
Tinted Mlass ody 5olored
8&@* - - ody 5oloured
umper - ody 5oloured
ide Door Handles - - ody 5oloured
Tail Mate Handle - - aistline
*oulding - -
&adiator Mrille il$er inish
5hrom
e
5hrom
e
5hrom
e
5hr
ome&ear poiler ith
H*+ - - - ull heel 5o$er - -
21
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unroof - - - - 8
=/= 'RDE =/=?=/ =/ 3appa
D-!'*e E%a Ma7(a Sp$%*:
As*
a
INTERIOR
Dual Tone eige
Interior Ney colour *oulded r = &&
Door Trim "
pea,er %ro$ision
&ear %arcel Tray - - Delue ront
&oom +amp
5up holders ront Door *ap
%oc,et - ront Door ull
i!e (rm &est - &ear Door ull
i!e (rm &est - - Dri$er"5o Dri$er
eat ac, %oc,et - - - *etal inish Inside
Door Handles - - - teering heel -
+eather rapped - - - - Mear hift Nnob -
+eather rapped - - - - %ar,ing +e$er Mrip
- +eather rapped - - - -
&ed port! %ac, - - - 8U -
=/= 'RDE =/=?=/ =/ 3appa
D-!'*e E%a Ma7(a Sp$%*:
As*
a
INSTRUMEN
T PANE!
Tachometer - - lectronic Trip
meter lectronic
8dometer
22
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Digital 5loc, - - +o uel arning
+amp Door = Tailgate
(jar arning - - -
eat elt arning - - Ignition ,ey
reminder - - - -
attery a$er - - - -
=/= 'RDE =/=?=/ =/ 3appa
D-!'*e E%a Ma7(a Sp$%*:
As*
a
i-&ela ront eats ront %oer
indos - &ear %oer
indos ith
5hild +oc, - - COMFORT
<
CON5ENIEN
CE
Dri$er side ront
%oer indo
ith (utodon
and Illumination - - (ir 5onditioner
ith Heater
; peed loer - *otor Dri$en
lectronic %oer
teering -
Tilt teering - - olding type &ear
eat Internally
(djustable
8&@*s oldable (ssist
Mrips &emote uel +id
8pener
23
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Tec"('ca# Spec'&'ca*'$(
ITEMS =/= 'RDE =/ 3appa
DIMENSIONS
8$erall +ength mm 3696
8$erall idth mm 1676
8$erall Height mm 1660
heelbase mm 23
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ront
@entilated
Disc
&ear Drum
T.RE
i!e 166"
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ody 5olour ide
Door Handles - - - ody 5olour &ear
Marnish
Detachable Insert -
umper *oulding
aistline *oulding &ear poiler ith
H*+ - -
heel 5o$er
Hub
5ap
Hub
5ap ull ull
(lloy
heel(lloy heels - - - -
= 5 %illar Trims
2 Tone eige Interior
&ear %arcel Tray ooden 5entre
console - *ap %oc,et - rnt
Door ront Door ull i!e
(rm &est &ear Door ull i!e
(rm &est Door Trim ith
abric Insert - 5entre 5onsole Tray +uggage
5ompartment side
tray
TM Nnob - *etalinish
oldable (ssist Mrips
I(s*%ume(*
Pa(e#
Tachometer
lectronic Tripmeter
Digital 5loc,
+o uel arning
Door (jar arning
Tailgate (jar arning - - -
2:
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Sea*'(7
eating 5apacity 6 6 6 6 6&ear eat Double
olding
904;0 plit in rear ac,rest
Dri$er eat (rmrest - - - &eclining &r eat
ac, &est 5loth #pholstery emi emi emi ull ull
C$m&$%* <
C$(9e('e(ce
("5
Heater
loer peed ; ; ; ; ;%oer teering
Tilt teering Internally (djustable
8&@*s ront = &ear %oer
indos - &emote uel +id
8pener
5lutch oot &est &ear iper = asher - - -
&ear Defogger - - - @ariable Intermittent
ront iper =
asher @anity *irror - 5o-
Dri$er side
%oer 8utlet
&oof (ntenna
Tec"('ca# Fea*u%es
Ge*: P%'me
=/= ! P! =/ ! P!
DIMENSIONS 8$erall +ength mm 3
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mm
ront Trac, mm 1;60
&ear Trac, mm 1;;0
Nerb eight Ng 776 1012-1033uel Tan, 5apacity
+ ;6
ENGINE
/o. of 5ylinders ;
Displacement cc 10
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dri$e) you rest assured that you ill get a solid dri$e thatCs also easy on your poc,et. (nother
reason hy itCs a orld fa$orite.
1.1-litre petrol- To enhance your choice the pro$en poerful) fuel efficient e&+W engine)
remapped to deli$er e$en better performance characteristics) is no a$ailable on Met! %rime
TRANSMISSION
Met! offers the standard 6 speed manual transmission hich gi$es an impro$ed shift feel and
reEuires lesser shifting effort and lesser gear stic,ing. This transmission is ideal for a car in this
segment in Indian road conditions.
30
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I->
S*a()a%) Fea*u%e
ENGINE < TRIM P!AN
=/
3appa
P!
=/
CRD'
=/
Gamma
- P!
+AT
SAFET. < SECURIT.Day = /ight Inside &ear @ie *irror
&HD &ight Hand Dri$e 5ontrols
3 point rear centre seat belt
5entral +oc,ing 6 D& 5+
Ignition Ney &eminder - 5+ disabled
Immobiliser
Impact sensing auto door unloc,
og +amps &ear
og +amps ront -
( ith D
D+
only
Dual (irbags ront -
%( %assenger (irbag 8/"8 itch -
ront eat belt %retensioners -
ide = 5urtain (irbags ; air bags - -
E@TERIOR
raparound 5lear lens headlamps = tail lamps
ody 5oloured umpers ody 5oloured 8utside *irrors
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ody 5oloured 8utside Door = Tailgate Handles
ody 5oloured &adiator Mrille
&oof (ntenna
ull heel 5o$ers - -
(lloy heels - unroof - -
Tyre si!e
1:6":0
&1;
1
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&ear Defogger ith timer
attery a$er
5igar +ighter
%ortable (shtray
+uggage +amp Internally (djustable 8&@*s - -
lectrically (djustable 8&@*s -
lectrically olding 8&@*s -
Height (djustable Dri$er eat -
Neyless ntry ith olding Ney -
&ear iper = asher -
AUDIO
In-dash 2 DI/ 5DO*%3 *usic ystem
; pea,ers = 2 ront teeters
(udio Inputs - (uillary = #
(u
only
(u O
#
(u O
#
teering (udio &emote -
INSTRUMENT PANE! ? CENTRE FASCIA DISP!A.
Tachometer
+o uel arning lamp
Door = Tailgate (jar arning lamps
lectronic *ulti display *eter
(udio display
Dual Trip meter Dri$ing Time
Digital 5loc,
5alendar
8utside Temperature
Dri$er eat elt arning - lamp = chime
eat elt arning other ; seats -
%assenger (irbag 8n" 8ff display -
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Tec"('ca# Fea*u%es
ITEMS
=/ 3appa
P! =/ CRD'
=/ Gamma
P! +AT
DIMENSIONS
8$erall +ength mm 37;0
8$erall idth mm 1:10
8$erall Height mm 1606
heelbase mm 2626
ront Trac, mm 1606
&ear Trac, mm 1603
uel Tan, capacity litres ;6 ;6 ;6
ENGINE
/o. of cylinders ; ; ; /o. of $al$es 19 19 19
@al$etrain type 8H5 "
D8H5 D8H5
Displacement 55 117: 1379 1379
*aimum %oer %s " rpm
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Acce(*
S*a()a%) Fea*u%es
Acce(*
Eecu*'9e
D'me(s'$( < 4e'7"*
8$erall +ength mm ;260
8$erall idth mm 19:0
8$erall Height mm 13:0
heelbase mm 2;;0
Mround 5learance mm 1:2
ront Trac, mm 1;36
&ear Trac, mm 1;26
uel tan, 5apacity + ;6
E(7'(e /o. of 5ylinder ;
Displacement 55 1;76
Pe%&$%ma(ce
*a. %oer %s"rpm 76"6600*a. TorEue Ngf-m "
rpm 12.:"3600
T%a(sm'ss'$( Transmission 6 peed *anual
Suspe(s'$( ront uspension
*ac pherson strut ith
coil spring = stabili!er bar
&ear uspension
Dual lin, ith coil spring
= anti roll bar
S*ee%'(7
Type
%oer assisted rac, =
pinion
36
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B%aesront @entilated Disc
&ear self adjusting drums
T0%es Type 1:6":0 & 13
Des'7(
Hyundai (ccent has been designed ,eeping in mind your epectations from a true luury sedan.
ith its smooth blend of design) a !ippy responsi$e engine and ell appointed interiors) the
(ccent sure pac,s a lot more thrill into your dri$ing. (ccent offers all that a mid-si!ed sedan can
pac, and more.
39
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ENGINEERING
1.6 8H5 ngine &efined poer - The 1.6 8H5 in-line-;-cylinder engine deli$ers 76 %s of
poer and 12.: ,gm of torEue) offering superior refinement and dri$ability that is a benchmar,
for cars in its class.
PETRO! ENGINES
HyundaiCs 1.6 %etrol ngine features multi-point fuel injection and come ith a state-of-the-art
microprocessor for precise fuel deli$ery) high $elocity air inta,e and ehaust ports) tumble
airflo) dual inta,e $al$es) asymmetric roc,ers) harmonically balanced cran,s and ignition spar,
timing. These help ma,e a cleaner burning engine for reduced emissions. This engine is light due
to the use of ne materials such as space-age plastics and lighteight aluminum resulting in
more fuel-efficient and more en$ironment friendly engines.
3:
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5e%(a
S*a()a%) Fea*u%e
M$)e# 5e%(a
5a%'a(*
=/6 =/6 S@ =/
CRD'
=/ S@ =/ S@
5T5
T
5T5T 5GT CRD'
5GT
CRD'
5GT
Au*$m
a*'c
Fue# T0pe
Pe*%
$#
Pe*%$# D'ese# D'ese# D'ese#
E*e%'$%
ody 5olor umper 5hrome trip on aistline
*oulding
ody 5olor Door Handles
ody 5olor 8&@* &ear Defogger ull heel 5o$er - - -
(lloy heels - -
5hrome &ear Marnish
I(*e%'$%
ooden finish panels - -
%oer 8utlet 5lutch oot rest ront = &ear Door *ap
%oc,ets ith bottle holder
eat bac, poc,ets - - +eather rapped teering
heel = Mear Nnob - -
C$(9e('e(ce Digital 5loc,
+uggage /et - -
(ir conditioner
(utomatic climate control - (T5 - (T5 (T5
lectrically (djustable8&@*
3
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un glass holder - -
Tachometer
+o fuel arning lamp
Door (jar arning lamp "chime
+am p +amp +amp +amp +amp
Ney /ot &emo$ed Height (djustable ront
eat elts - -
Tripmeter 2
1 O
Tripcom
puter 2
1 O
Tripcomp
uter
1 O
Tripco
mputer
Au)'$
2 Din *p3 %layer
; pea,ers ith Teeters
*icro (ntenna
Sea*'(7
904 ;0 plit folding &ear
eats &ear 5enter (rmrest "
5up Holder
ront seat 5enter (rmrest - -
Dual height (djustable
Dri$er eat - -
ull 5loth #pholstery
C$m&$%*
%oer indos ith time
lag %"indo ith Dr$ side
(uto Don
%oer = Tilt teering
Sa&e*0
5entral loc,ing system Ney less entry - -
ront og +amp 5lutch loc, system
( - -
Tec"('ca# Fea*u%es
Pe*%$# D'ese#T%a(sm'ss'$( Type *anual *anual (utomatic
37
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DIMENSIONS
8$erall +ength
mm ;)3108$erall idth
mm 1)9768$erall Height
mm 1);70
heelbase mm 2)600uel Tan,
5apacity + ;6*in. Mround
5learance mm 1:0
Tyres
1:6":0
&1;1.9@T@T
1:6":0
&1; 1.6
5&Di
@MT1
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=/6 DOC 5T5T PETRO! ENGINE
@erna @T@T %etrol engine ensures optimi!ed $al$e opening = closing for high performance)
lo fuel consumption and lo /@H /oise) @ibration) Harshness. It has High %oer-to-eight
ratio 73.
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=/ CRDI 5GT DIESE! ENGINE
@ernaCs 1.6 5&Di @MT engine maimi!es efficiency of turbocharger for impro$ed acceleration
ith lo fuel consumption = emissions. It has precise $al$e control for superior performance.
The engine pro$ides more torEue-faster pic, up and has lesser gear shifts. The lo rpm
operations of 1.6 5&Di results in less ear = tear of the engine.
;2
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S$(a*a T%a(s&$%m
The modern loo,s that made onata an international fa$orite o$er the years are no enhanced by
a number of detailed eterior impro$ements and some major design changes in the interiors.
(mong the at-a-glance bodyor, enhancements are the chrome radiator grille) ider front
bumper and air dam) larger headlamp clusters) slimmer body side moldings and the nely
designed 6 spo,e 19 inch alloy heels. (long ith the subtle touches of chrome) the to-tonefinish also complements the ood grain and satin embellishments. The thoughtfully designed
dials) ,nobs and inside door handles add elegance to its premium loo,. To accompany this ne
loo,) the materials used in the components ha$e been upgraded to impro$e their appearance) feel
and durability.
STANDARD FEATURES
/ Pe*%$# CRD' M?T CRD' A?T
Dual ront (irbags ith %( off
sitch ront eat elt %retensioners "
+oad +imiter
ront ide (ir ags 8 8 8
5urtain (irbags 8 8 8Height (djustable ront eat
elts
;3
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C$m&$%* <
C$(9e('e(ce
ully (utomatic temperature
control
Dual
one Dual one Dual one
mart Ney - -
&ear %ar,ing ensors
8&@*s - lectric retractable - lectric adjustable
- Heated
ront center armrest
" 2
DI/
storage
" 2 DI/
storage
" 2 DI/
storage
90 4 ;0 plit folding &ear seat &ear 5entre (rmrest ith 5up
Holders
@anity mirror on sun$isor "illumination
bothside both side both side
un Mlass Holder
&ear reading lights 2-DI/ *%3 player ith #
and (#W in
teering audio remote ront = &ear pea,ers ith
teeters
%oer outlets - 2 /os ront = &ear %oer indos
ith time lag operation Dri$er indo ith pinch
guard) auto don = up
Tachometer Trip computer ith distance to
empty = ngine running time
Tec"('ca# spec'&'ca*'$(
/ 5T5T
/> CRD'
M?T
/> CRD'
A?T
8$erall +ength mm ;
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D'me(s'$( <
4e'7"*
Mround 5learance
mm 1:0uel Tan, 5apacity
+itre :0
eating 5apacity /os. 6
E(7'(e
*odel Designation / 5T5T
/>
CRD' 5GT
/>
CRD' 5GT
/o. of 5ylinders ;-5ylinder
uel system *%I 5&Di 5&Di
Displacement cc 2367 1771 1771
Transmission
6 - peed
*anual
9 - peed
*anual
; - peed
H-*atic
Pe%&$%ma(ce
*a. Horsepoer
%s"rpm 1:6"9000 160"3
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(n aero dynamical mar$el the onata has a distinct uropean eterior styling and body design.
The dynamic body contours ith prominent edge styling) forceful character lines = slee,er body
ma,e it a sho stealer on the road.
ENGINEERING
ENGINES
onata is a$ailable in 2 different ;-cylinder) poerful engine configurations a 2.0 5&Di @MT
Diesel engine and a 2.; D8H5 @T@T %etrol engine.
PETRO! ENGINE
T"e / DOC 5T5T %etrol engine is the second generation Theta ; cylinder petrol engine
features $ariable $al$e timing for the ehaust as ell as the inta,e. 2367 cc generates 1:6 %s Y
9000 rpm and 23.< Ngm Y;000 rpm.
;:
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CRD' E(7'(e
/> CRD' 5GT D'ese#
Technical changes to the ehaust gas heat transfer system of the 5&Di @MT 1771 cc Diesel
engine ) increased poer to 160 %s at 3
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Tucs$(
STANDARD FEATURES
0u()a' Tucs$(
E*e%'$% Fea*u%e
&oof &ails Dual *uffler
ide Marnish
To Tone ody 5olour
5hrome &ear Marnish 5hrome
#nderbody ,id %late
Digital 5loc,
Sea*'(7
(udio *%3 unction
ront %assenger eat oldingorard ront 5enter 5onsole torage
o
ront (rmrest
og +amps
attery a$er
&ear eat ac, Hoo,s
hopping Hool
5argo ide %oc,et
Tec"('ca# Fea*u%es
0u()a' Tucs$(
D'me(s'$( < 4e'7"*
8$erall +engthmm ;326
8$erall idthmm 1
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uel Diesel
%oer 112Y;000
*a. TorEue Ng-mYrpm 26Y1
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MAJOR CA!!ENGES OF .UNDAI MOTOR
0u()a' M$*$%s C"u(7 C"a##e(7es B%$*"e%s 4')$; 4'*" E(7'(ee%'(7 B') P#a(
• Teet 11
• +in,edIn
• hare
o usiness change
o u!! upZ
o Digg
• %rint
Hyundai *otor Mroup) parent of outh NoreaCs to largest carma,ers) ill bid for a 2.6 billion
sta,e in Hyundai ngineering = 5onstruction 5o.) setting up a contest beteen the nationCs
second-richest man and his brotherCs ido.
The group) hich includes Hyundai *otor 5o. and Nia *otors 5orp.) ill submit a letter of
intent today) it said in a regulatory filing in eoul.
( successful bid ould reunite Hyundai *otor ith former affiliate Hyundai ngineering) the
nationCs largest builder. Hyundai ngineeringCs creditors) including Norea change an,) ill
accept final bids for their combined 36 percent share in the construction company by /o$. 12)
sale arrangers an, of (merica 5orp.Cs *errill +ynch = 5o.) oori In$estment = ecurities 5o.
and Norea De$elopment an, said last ee,.
Auying into Hyundai ngineering is a part of Hyundai *otorCs efforts to de$elop a ne engine
of groth)B said Lim un Loung) a eoul-based analyst at Dongbu ecurities 5o. AItCs not
unreasonable for Hyundai *otor to consider acEuiring a sta,e if the price is reasonable.B
Hyundai ngineeringCs mar,et capitali!ation is about
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Hyundai *otor Mroup ill compete ith Hyundai Mroup) hich said today it may submit a
preliminary bid for the sta,e before 8ct. 1. Hyundai Mroup affiliates Hyundai *erchant *arine
5o.) Hyundai le$ator 5o. and Hyundai ecurities 5o. said in (ugust they planned to ma,e an
offer.
Hyundai *otor and its affiliates se$ered ties ith the former Hyundai Mroup in 2000 as part of a
plan to split the business into three operations) each of hich as to be managed by one of
founder 5hung Ru LungCs three sons.
The carma,er is controlled by 5hung *ong Noo) the son of the founder) hile his brotherCs
ido) Hyun Reong un) controls the current Hyundai Mroup. The old Hyundai MroupCs
shipbuilding unit) hich includes shipyard Hyundai Hea$y Industries 5o.) as also spun off.
Hyundai *otor is in$ol$ed in the construction business through its unlisted Hyundai (mco 5o.
unit and has no plans to merge it ith Hyundai ngineering) it said today. The group also said it
ould ,eep the current or,force at Hyundai ngineering after a ta,eo$er.
Quture MrothC
Ae decided to bid for Hyundai ngineering in order to strengthen the groupCs business portfoliofor future groth)B Hyundai *otor Mroup said in a regulatory filing today.
hile a sta,e in Hyundai ngineering could help protect the automa,er from a sudden
slodon in the car business) it ris,s losing focus if it epands into a ne industry) said %ar,
Ha Rin) a eoul-based analyst at hinyoung ecurities 5o.
AItCs too early to judge ho Hyundai ngineering could contribute to Hyundai *otor Mroup
hile it still has many things to accomplish in the car business) such as adding en$ironmentally
friendly models)B %ar, said.
Hyundai *otor as unchanged at 191)600 on in eoul trading today) hile Hyundai
ngineering gained ;.7 percent.
Hyundai *erchant *arine) outh NoreaCs second-largest shipping line) jumped to its highest in
almost three years in eoul trading. The company rose by the daily limit on speculation a battle
62
http://search.bloomberg.com/search?q=Chung%20Ju%20Yung%E2%80%99s&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Chung%20Ju%20Yung%E2%80%99s&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Chung%20Mong%20Koo&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Chung%20Mong%20Koo&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Hyun%20Jeong%20Eun&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Hyun%20Jeong%20Eun&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://www.amco.co.kr/http://search.bloomberg.com/search?q=Chung%20Ju%20Yung%E2%80%99s&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Chung%20Mong%20Koo&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://search.bloomberg.com/search?q=Hyun%20Jeong%20Eun&site=wnews&client=wnews&proxystylesheet=wnews&output=xml_no_dtd&ie=UTF-8&oe=UTF-8&filter=p&getfields=wnnis&sort=date:D:S:d1&partialfields=-wnnis:NOAVSYND&lr=-lang_jahttp://www.amco.co.kr/
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for Hyundai ngineering may also lead to a fight for control of the shipping line) said Nang
eong Rin) an analyst at Tong Lang ecurities Inc.
+argest Deal
hould Hyundai *otor Mroup acEuire a sta,e in Hyundai ngineering) the deal may be its
largest since 177< hen it acEuired shares in Nia *otor 5orp. for 1.2 trillion on in cash and
assumed debt of 2.: trillion on) according to data compiled by loomberg.
The group plans to finance the acEuisition internally) it said today. Hyundai *otor and Nia had
combined cash and eEui$alents of 7.2 trillion on as of the end of Rune) according to their
financial statements.
Hyundai ngineeringCs creditors plan to sell their sta,e for as much as 20 percent more than its
mar,et $alue) an official at one of the creditors said earlier this month. He declined to be
identified because the information isnCt public.
Hyundai *otor Mroup hired Moldman achs Mroup Inc. and H*5 In$estment = ecurities 5o.
as financial ad$isers hile Nim = 5hang as pic,ed as a legal ad$isor to or, on the bid) it said
today in the filing) confirming pre$ious local media reports.
To contact the reporter on this story4 oo,yung eo in eoul at sseo10Ybloomberg.net
To contact the editors responsible for this story4 Nae Inoue at ,inoueYbloomberg.net
63
mailto:sseo10@bloomberg.netmailto:kinoue@bloomberg.netmailto:sseo10@bloomberg.netmailto:kinoue@bloomberg.net
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INTRODUCTION OF PROB!EM
The company ants to ,no more about the customers satisfaction. ItQs $ery important for e$ery
mar,eter to ,no about the satisfaction moti$es of the customers because it helps them to design
programs to retain customers = increase goodill of the company. It also helps them to increase
brand loyalty. o it becomes a problem for a company to ,no about customer satisfaction.
The respondents selected to be inter$ieed ere not alays a$ailable and illing
to co- operate. (lso in some cases the respondents ere found to not ha$e the
,noledge) opinion) attitudes or facts related ith the products. *oreo$er our
sur$ey consisted of 1
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OBJECTI5E OF STUD.
1. $aluating post ser$ice satisfaction of 5ustomers.
2. De$eloping suggestion doc,et.
3. Increase the customer satisfaction of the *& Hyundai by pro$iding better ser$ices = reduce
ser$ice time.
;. tudy about the problem in the ser$icing in order to the satisfaction le$el of the customers.
6. tudy ser$ice le$el of the Hyundai pro$ided to their customers.
9. tudy about the need of impro$ement in eisting er$ice system.
66
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!ITERATURE RE5IE4
5onsumer is the central figure of all mar,eting acti$ities. It is the consumer ho determines the
groth) prosperity and e$en eistence of a business enterprise. Hence the mar,eter should
alays feel the pulse of customers. In order to understand the pulse of the customers) the
mar,eter needs to understand fully the needs of the consumer. It helps him to plan his production
and distribution to suit to the needs and con$enience of customersQ .It also helps him to plan
suitable mar,eting strategies. Thus it is $ery essential for e$ery mar,eter to ,no his customers
satisfactions. *oti$e is a strong feeling) instinct) desire or emotion that ma,es a person to do
something. hen a moti$e ma,es a person to use a product) then it becomes a customer
satisfaction. Thus customer satisfaction means the influence and considerations hich ma,es a
customer to use a particular product. (ccording to D.R. Duncan) [customer satisfactions are
those influences or considerations hich pro$ide the impulse to use) induce action or determine
choice in the purchase of goods and ser$ices. 5ustomer satisfactions are mainly to types)
manifest moti$es and latent moti$es. *anifest moti$es are those moti$es hich are ,non to the
customer and also ready to admit them. ut on the other hand latent moti$es are either ,non to
the customer. 5ustomer satisfaction can also be calculated as follos
1 1. %roduct or patronage moti$es
2 2. motional and rational moti$es
3 3. Inherent and learned moti$es
69
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P%$)uc* a() pa*%$(a7e m$*'9es
%roduct moti$es4 it refers to those influences and reasons hich
ma,e the consumer to buy a certain product in preference to another. These eplain
hy people buy a certain product. %roduct are of to types4
%rimary product moti$es4 These moti$es induce a consumer to purchase general class of the
product. These moti$es relate to the basic needs of people li,e hunger) thirst) sleep
6:
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SCOPE OF STUD.
*& HyundaiC or,ing philosophy is particularly based on A%repare employees for the future
de$elopments ith de$elopments in their personality.B (s competition is $ery much intense
hence the management is or,ing hard for customer relationship to achie$e future business
groth.
(s it is nely opened organi!ation hence as e$ery other organi!ation it is also facing
some management problems. *anagement is trying to o$ercome all these problems and
achie$ing systematic or,ings here. ach and e$ery department is distinguished for the
employees. $ery employee is ha$ing its on designation and job profile and he"she has
to or, under that profile only. or each segment of the $ehicles) *& Hyundai is ha$ing
its separate eecuti$es. Departments are connected through local area netor,s.
The main aim of management here is self de$elopment of employees. o that) they can be
empoered for the benefit of the organi!ation and be able to ta,e future responsibilities.
It starts ith the joining of the employee in the organi!ation. Initially) they ha$e to or,
under $arious departments till his"her probation period ould be o$er. They ha$e to start
their or,s from the ground le$el) so that they can understand the reality of the business
here. Daily reporting at the morning and the e$ening ma,e them up to date ith the
objecti$es and their future targets. The senior management ,nos that ho they are
doing their or, and in hich ay they ha$e to be directed.
6
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RESEARC METODO!OG.
//= DESIGNS, TECNIUE, AND DATA CO!!ECTION METOD
5on$enience ampling as adopted to choose the respondents. The respondents comprised both
male and female of different age groups) from $arying income group) coming from different
educational bac,grounds.
E@P!ORATOR. RESEARC
(s the term suggests) eploratory research is often conducted because a problem has not been
clearly defined as yet) or its real scope is as yet unclear. It allos the researcher to familiari!ehim"herself ith the problem or concept to be studied) and perhaps generate hypotheses
definition of hypothesis to be tested. It is the initial research) before more conclusi$e research
definition of conclusi$e research is underta,en. ploratory research helps determine the best
research design) data collection method and selection of subjects) and sometimes it e$en
concludes that the problem does not eistZ
(nother common reason for conducting eploratory research is to test concepts before they are
put in the mar,etplace) alays a $ery costly ndea$our. In concept testing) consumers are
pro$ided either ith a ritten concept or a prototype for a ne) re$ised or repositioned product)
ser$ice or strategy. ploratory research can be Euite informal) relying on secondary research
such as re$ieing a$ailable literature and"or data) or Eualitati$e approaches such as informal
discussions ith consumers) employees) management or competitors) and more formal
approaches through in-depth inter$ies) focus groups) projecti$e methods) case studies or pilot
studies. The results of eploratory research are not usually useful for decision-ma,ing by
themsel$es) but they can pro$ide significant insight into a gi$en situation. (lthough the results of
Eualitati$e research can gi$e some indication as to the KhyK) KhoK and KhenK something
occurs) it cannot tell us Kho oftenK or Kho manyK. In other ords) the results can neither be
generali!edP they are not representati$e of the hole population being studied.
// P!AN OF ANA!.SIS
The data obtained through Euestionnaire as processed using the statistical.
(dditional information obtained from $arious business journals) maga!ines) nespapers)
ebsites etc. are also analy!ed.
67
http://www.ryerson.ca/~mjoppe/ResearchProcess/ConclusiveResearch.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/ResearchDesignDataCollectionTechniquesandSelectionofSubjects.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/LiteratureReview.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/QualitativeResearch.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/ConclusiveResearch.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/ResearchDesignDataCollectionTechniquesandSelectionofSubjects.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/LiteratureReview.htmhttp://www.ryerson.ca/~mjoppe/ResearchProcess/QualitativeResearch.htm
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// UESTIONNAIRES
Juestionnaire is an important step in formulating a research design. 8nce the researcher has
specified the nature of research design) and determined the scaling procedures) he or she can
de$elop a Euestionnaire.(ny Euestionnaire has three specific objecti$es.
11. It must translate the information needed into a set of specific Euestions that the
respondents can and ill anser.
22. It must uplift) moti$ate and encourage the respondent to become in$ol$ed in the
inter$ie) to cooperate) and to complete the inter$ie. Incomplete inter$ies ha$e
limited usefulness at best.
33. It should be able to minimi!e response errors.
It as also important as researchers to respect the samples time and energy hence the
Euestionnaire as designed in such a ay) that its administration ould not eceed ;-6 minutes.
These Euestionnaires ere personal administered.
This sur$ey is being conducted to find out that hether you are satisfied ith the ser$ice
pro$ided by 0u()a' M$*$% I()'a !'m'*e)/ This sur$ey is purely meant for academic purpose
and not for commercial use.
e ould be grateful and appreciate your co-operation in filling this Euestionnaire.
// METOD DATA ANA!.SIS
e ha$e used the softare to analy!e our data accurately. (fter the respondents had filled in the
Euestionnaires) the data as entered into the softare and the analysis as made thereby.
//6 FIE!D 4OR3
ieldor, plays an important role in collecting the data. I ha$e filled up the Euestionnaire at *&
HL#/D(I. ome important points hich I ,ept in mind hile doing the fieldor,.-
1\ To ma,e the respondents comfortable before Euestioning him by introducing myself as
student and ensuring the respondent that all information collected is only for academic
purpose and ill be ,ept confidential
2\ nsure that all the Euestionnaires are filled by the customers only.
3\ /ot to lead a person into any preconcei$ed notion
;\ /ot to influence the respondents ansers in any ay"form.
6\ #se simple language) so that the technical language does not intimidate the respondent.
90
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SAMP!E STATUS
The sample si!e is 200 hich is chosen from the customers $isiting the *& HL#/D(I for
getting their car ser$iced.
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DATA PRESENTATION < ANA!.SIS
4"'c" ca% )$ 0$u cu%%e(*#0 useH
I(*e%p%e*a*'$( In our sur$ey) out of 200) :9 of the respondents use antro folloed by 92 of the
respondents use i-10 ) ;; of the respondents use (ccent. The rest of them ere those ho use
Met!) @erna) onata) and Tucson .
A(a#0s's hen it comes to Hyundai) it is obser$ed that antro has been the most popular
passenger car folloed by i-10. India being a price sensiti$e mar,et) the main reason behind the
sale of antro is the price at hich they are sold. I-10 being the latest entry has started being
popular. It is then folloed by the premium cars li,e (ccent and onata and #@Cs li,e Tucson.
92
Santro I-10 Getz Accent Verna Sonata Tucson
C-!!ent 3a!
0
20
40
60
80
100
120
140
Co-nt
2
44
6 2
76
8
62
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4"a* 's *"e a9e%a7e )'s*a(ce 0$u *%a9e# '( *"e ca% )a'#0H
I(*e%p%e*a*'$( In our sur$ey) 6
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$; $&*e( )$ 0$u se%9'ce 0$u% ca%H
I(*e%p%e*a*'$( :7S of the customers brought in their car for ser$icing e$ery ; to 9
months.7.6S ser$iced their car once in more than 9 months.
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.$u "a9e a9a'#e) *"e se%9'ces &%$m ;"'c" $& *"e &$##$;'(7 se%9'ce s*a*'$(sH
A(a#0s's I ha$e limited my sur$ey to *& HL#/D(I only. ut there ere customers ho had
prior ser$iced their cars at other ser$ice centers too. In those cases) I ha$e considered the other
ser$ice centre. *ajority of :9 respondents ser$iced their cars at *& HL#/D(I folloed by
other ser$ice centres li,e local mechanics or ser$ice centre.
I(*e%p%e*a*'$( ince my sur$ey as limited to *& HL#/D(I) the majority of the respondents
ere from *& HL#/D(I.
96
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$; sa*'s&'e) a%e 0$u ;'*" *"e ua#'*0 $& *"e se%9'ceH
I(*e%p%e*a*'$( *ost of the respondents ere in the category of tremely satisfied) Juite
satisfied or lightly satisfied category.:6S of the respondents ere etremely satisfied ith the
Euality of ser$ice folloed by 19.6S respondents ho ere Euite satisfied. < out of 200
respondents ere slightly satisfied ith the Euality of ser$ice.
A(a#0s's This is to determine the satisfaction le$el based on the Euality of ser$ice. Juality of
the after sales ser$ice plays a $ery important role in ma,ing the company a mar,et leader.
99
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Ra*e 0$u% sa*'s&ac*'$( ase) $( *"e u()e%s*a*e) pa%ame*e%s $( *"e &$##$;'(7 sca#e a*
MR .UNDAI Se%9'ce Ce(*%e/
I(*e%p%e*a*'$( 67S of the respondents ere satisfied ith the ser$ice time ta,en by the ser$ice
centre folloed by 17.6S ho ere somehat satisfied ith the ser$ice time. 8nly1S of the
respondents as dissatisfied ith the time ta,en by the ser$ice centre.
A(a#0s's er$ice Time plays a $ery important role in satisfying the customers today. In todayCs
busy orld) no one li,es to ait for their cars to get ser$iced. The faster is the car ser$iced) the
higher is the le$el of satisfaction of the customers.
9:
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D') 0$u e9e% &ace a s'm'#a% p%$#em 7e**'(7 %epea*e) a&*e% a se%9'ceH
I(*e%p%e*a*'$( 20S of the respondents felt that a similar problem as repeated after a ser$ice.
A(a#0s's It brings a bad reputation to the ser$ice centre if a similar problem gets repeated. Thus
the company needs to minimi!e this in order to increase the satisfaction le$el of the customers.
9<
80
20
If similar problema!e been face"after te ser!ice#
$o
%es
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I& 0es, ;"e*"e% *"e c$mp#a'(*s ;e%e a**e()e) a() success&u##0 %ec*'&'e)H
I(*e%p%e*a*'$( 9
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Cus*$me%s p%e&e%%'(7 *$ "a9e *"e'% ca%s p'ce) up &$% se%9'c'(7/
I(*e%p%e*a*'$( 2:.6S of the respondents anted the ser$ice centre to ha$e their car pic,ed up
for ser$icing. ut a majority of 90.6S of the respondents did not ant their car to be pic,ed up.
A(a#0s's I anted to find out hether the customers ere interested in ha$ing their cars pic,ed
up for ser$icing hich ould sa$e their time and other resources. ut it as surprising to ,no
that most of them ere not interested for such a facility.
:0
27*+
8
4
60*+
,efinitel'
robabl'
,oesn.t ma/e a"ifference
$o
Wo-ld te 3-"to/e! 4!efe! 4i3; -4 and d!o4
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I& 0es, ;$u#) *"e cus*$me% pa0 a( a))'*'$(a# am$u(*H
I(*e%p%e*a*'$( 63S of the respondents ho ere interested in ha$ing their car pic,ed up said
that they do not mind paying an additional amount for ha$ing their car pic,ed up here as ;:S
said that they ouldnCt pay any additional amount for this. They felt that it should be a benefit
gi$en to the customers.
A(a#0s's I anted to find out if the customers ere illing to pay an additional amount for
ha$ing their car pic,ed up for ser$ice.
:1
+&
47
If 'es( )oul" te
customer pa' an
a""itional amount#
%es
$o
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T"e %esea%c" as'ca##0 &$cuses $(4
Degree of satisfaction based on o$erall Euality of the ser$ice.
Degree of satisfaction based on Information pro$ided by the ser$ice centre.
Degree of satisfaction based on ser$ice time.
Degree of satisfaction based on charges.
(part from this) I also tried to find out4
If similar problems ha$e been repeated after ser$ice and if yes) hether the complaint
as immediately attended to.
If the customers ould prefer to ha$e their car pic,ed up for ser$ice) and if yes) ould
they bear an additional amount.
If the respondents ould recommend this ser$ice center to others.
:2
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RESU!TS < FINDINGS
hen it comes to Hyundai) it is obser$ed that antro has been the most popular
passenger car. India being a price sensiti$e mar,et) the main reason behind the sale of
antro is the price at hich they are sold.
It has been obser$ed that most of the respondents tra$el almost 20 to 60 Nms. daily. In
the busy schedule today) people prefer to tra$el in their on $ehicle rather than relying on public transport. 8nly 9.6S of the respondents preferred to dri$e long) i.e.) more than 100Nms. e$eryday.
*ajority of the cars ere ser$iced at regular inter$als in e$ery ; to 9 months. It also
depended on the distance they co$ered o$er these months. (round 3.6S of the cars camefor ser$icing ithin 2 months.
I ha$e limited my sur$ey to *& HL#/D(I only. ut there ere other customers also
ho had prior ser$iced their cars at other ser$ice centers too. In those cases) I ha$econsidered the other ser$ice centre. *ajority of :9 respondents ser$iced their cars at *& HL#/D(I folloed by other ser$ice centres li,e local mechanics or ser$ice centre.
This is to determine the satisfaction le$el based on the Euality of ser$ice. Juality of the
after sales ser$ice plays a $ery important role in ma,ing the company a mar,et leader.
er$ice Time plays a $ery important role in satisfying the customers today. In todayCs
busy orld) no one li,es to ait for their cars to get ser$iced. The faster is the car ser$iced) the higher is the le$el of satisfaction of the customers.
20S of the respondents felt that a similar problem as repeated after a ser$ice. It brings a
bad reputation to the ser$ice centre if a similar problem gets repeated. Thus the companyneeds to minimi!e this in order to increase the satisfaction le$el of the customers.
It is obser$ed that some problems erenCt rectified e$en after repeated complaints.
5ompany should seriously ta,e this into consideration and or, upon it. It is this factor that could create a threat to the company.
2:.6S of the respondents anted the ser$ice centre to ha$e their car pic,ed up for
ser$icing. ut a majority of 90.6S of the respondents did not ant their car to be pic,edup.ut it as surprising to ,no that most of them ere not interested for such a facility.
63S of the respondents ho ere interested in ha$ing their car pic,ed up said that they
do not mind paying an additional amount for ha$ing their car pic,ed up here as ;:Ssaid that they ouldnCt pay any additional amount for this.The customers ere illing to pay an additional amount for ha$ing their car pic,ed upfor ser$ice.
:3
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SUGGESTIONS
(fter sales ser$ice plays a $ery important role in building up the reputation of an (utomobile
company. o this is the area in hich the company should mainly focus. I hereby suggest some
measures as a feedbac, from some of the respondents4
&espondents felt that the ser$ice pro$ided by *& HL#/D(I is ay better than that of
the other dealers. Hence more company operated or,shops are needed to be opened across the
country. It is felt that the other ser$ice centres lac, genuineness. 5ustomers preferred to come to
this or,shop from outstations rather than shoing it to the local ser$ice or mechanics in the
city.
e respondents felt that the paint and body as not upto the mar,. It is more prone to
rust. This is an area of concern hich the company should loo, upon.
e$eral customers had to come to the or,shop ith repeated problems. This needs to
be minimi!ed.
e$eral customers erenCt happy ith the Euality of ash in the ser$ice centre. This
needs to be chec,ed.
8ne of the major areas of concern of the respondents as regarding the boo,ing time.
They felt that the boo,ing time is too long.
6(utomobile industry today being one of the most competiti$e industry) it is only after sales
ser$ice hich could ma,e a company a mar,et leader.
:;
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!IMITATION OF STUD.
The sample si!e of our sur$ey is only 200) hich cannot determine the beha$ior of the total
population. *oreo$er the sample has been dran only from one ser$ice centre in /oida here
the disposable income of an indi$idual is medium.
The beha$ior of the customer is unpredictable hich may result in the lac,ing of
accuracy in the data.
It has been obser$ed that antro is the maimum selling car of Hyundai *otor and most
of the respondents inter$ieed ere antro 5ustomers) hich led to biasness in the
analysis of the sur$ey.
8ur sur$ey consisted of 1
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CONC!USION
The report has highlighted the importance of pro$iding the highest customer satisfaction and
ho it affects the sales. Though in the month of December) the sales ere don) by de$eloping
competiti$e strategies and by deli$ering high class products and ser$ices) %opular @ehicles and
er$ices ere able to ,eep their sales momentum. The report emphasi!es the importance of
customer loyalty to de$elop the business.
The study hich e conducted on the our heeler automobile sector is a $ery
important topic of automobile sector.
(fter deep research) analysis and getting information about companies as formulated that the
four heeler automobile companies achie$ed success in the mar,et. Throughout the study e
found the four heeler manufacturer ha$ing $ery ne and
:9
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BIB!IOGRAP.
4es'*es--
.automobileindia.com
.siamindia.com
.autoblogs.com
.indiamart.com
.automobiles.indiabi!club.com
.indianautomobileindustry.com
.autocar.com
Ma7a:'(es -
8$erdri$e
(utocar
Boo;":• A 3* 5%,( A9TI$G SA:( publise" b'
'oti ubliser( 2006
• RALPH WESTFALL?MAR1ETING RESEARCH$ imala'a ublisin;ouse( 2007* * $o< 170
• STANLE, F STARCH?MA1ETING RESEARCH$ (sia %ublishing House)1790) %. /o. 169.
::
http://www.automobileindia.com/http://www.siamindia.com/http://www.autoblogs.com/http://www.indiamart.com/http://www.automobiles.indiabizclub.com/http://www.indianautomobileindustry.com/http://www.autocar.com/http://www.automobileindia.com/http://www.siamindia.com/http://www.autoblogs.com/http://www.indiamart.com/http://www.automobiles.indiabizclub.com/http://www.indianautomobileindustry.com/http://www.autocar.com/
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ANNE@URE
(ll information pro$ided by you ill be ,ept confidential.
A7e > ? 1 ? 26-30 > ? 30-36 > ? 36-;6 > ? ;6-66 > ? 66-96
> ? 96 or o$er
O%7a(':a*'$( KKKKKKKKKKKKKKKKKKKKK
Des'7(a*'$( ]]]]]]]]]]]]]]]]]]]]]
E)uca*'$( > ? High chool
> ? Mraduate
> ? %ost Mraduate
> ? %hD
> ? 8thers]]]]]]]]]]]]]
I(c$me > ? +ess than 3) 00)000
+Pe% A((um '( Rupees > ? 3) 00)000 to6) 00)000
> ? 6) 00)000 to ? ? 10) 00)000 to 16) 00)000
> ? Mreater than 16) 00)000
Name
P"$(e N$/
Se > ? *ale > ? emale
:
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1. hich car do you currently use^
> ? antro > ? i-10
> ? Met! > ? (ccent
> ? @erna > ? onata
> ? Tucson
2. hat is the a$erage distance you tra$el in the car daily^
> ? +ess than 20 ,m > ? 20 to 60 ,m
> ? 61 to 100 ,m > ? *ore than 100 ,m
3. Ho often do you ser$ice your car^
> ? +ess than 2 months > ? 2 to ; months
> ? ; to 9 months > ? Mreater than 9 months.
;. Lou ha$e a$ailed the ser$ices from hich of the folloing ser$ice stations^
> ? Deep Hyundai > ? (r$ind Hyundai > ? *& HL#/D(I
> ? 8thers ]]]]]]]]]]
:7
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6. Ho satisfied are you ith the Euality of the ser$ice^
> ? tremely atisfied > ? Juite atisfied > ? lightly atisfied
> ? /either atisfied nor Dissatisfied > ? lightly Dissatisfied> ? Juite Dissatisfied
> ? tremely Dissatisfied
9. &ate your satisfaction based on the understated parameters on the folloing scale at *&
HL#/D(I er$ice 5entre.
I----------------I-------------I--------------I---------------I
Dissatisfied omehat 8.N omehat atisfied
Dissatisfied atisfied
($ailability of spares.
Information pro$ided.
er$ice Time
5harges
:. Did you e$er face a similar problem getting repeated after a ser$ice^
> ? Les > ? /o
7.If yes) are the complaints immediately attended and rectified^
> ? Les > ? /o
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