HYUNDAI

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The introduction of the project is very essential for research purpose. First we study

the demography of customers of Hyundai motors in Nanded region. The Demography of

customers is the overall study of customers related to age, sex, occupation and income.

This study helps to know the prospective customers.

Further the study of customer satisfaction level of Hyundai motors is the study of

satisfaction and delightedness to the Hyundai motors. This study helps to know the

likeliness, brand image, strength & weakness of the product. This determines the sales

promotion. This project would be beneficial to know the feedback of the customers &

also the way to provide better facilities and services to the customers.

Since the four wheelers are generally used by high profile people, they look

towards the luxurious look, safety and the beautiful interior. In this project their

satisfaction towards their demand is checked out.

REASON FOR CHOOSING THIS INDUSTRY:

The automobile sector is very booming sector. There are lots of competitors in

this industry. There is always modifications, innovations and new technology used in

automobile industry.

REASON FOR CHOOSING THIS COMPANY:

The reason behind choosing this company for doing summer project is that, I

thought It will be helpful for my career in automobile sector. I have chosen this company

to get the full knowledge about the demography, satisfaction and prospective customers.

Hyundai motor is the South Korea’s largest & India’s largest exporter of cars. Hyundai

cars have its own brand image in the heart of the customers.

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Today’s Hyundai Motors is concentrating on customer satisfaction through high

quality, high utility and high technology products.

Hyundai Motors India Limited (HMIL) sales cars through their showrooms and

authorized dealers. Jaya Hyundai is one of the authorized dealers of the Hyundai motors

which look after the sales and services of four districts namely Nanded, Parbhani, Hingoli

and Latur.

With the help of this project, I will make it possible to expose myself to the

corporate world and learn the practical knowledge related to my topic and customer

feedback about the Hyundai cars.

LOCATION OF THE PROJECT:

Jaya Hyundai is located near the Reliance petrol pump, Latur phata, Nanded. For

doing the project the location given to me is the Nanded region where I meet different

prospects at different location.

HOW DID I CARRY OUT THE PROJECT?

The research objective is to find out the demography of customers & customer

satisfaction level of Hyundai motors in Nanded region, customer feedback and personal

customer visit which involves feedback of customers. The customer requirement &

finding new customer for my project & I also took their suggestions.in the project, there

are many things to learn in the process& the market knowledge & concrete finding new

segment for my products. My project is to study the demography of customers &

customer satisfaction level of Hyundai motors in Nanded region. The demography study

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concludes that customers are graduates, middle aged & high income group people.

The other part concludes that customers are highly satisfied with the quality, interiors,

safety and minimum maintenance & repairing.

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Chung Ju-Yung founded the Hyundai Engineering and Construction Company in

1947. Hyundai Motor Company was later established in 1967. The company’s first

model, the Cortina, was released in cooperation with Ford Motor Company in 1968. In

1975, the Pony, the first Korean car, was released, with styling by Giorgio Giugiaro of

ItalDesign and powertrain technology provided by Japan’s Mitsubishi Motors. Exports

began in the following year to Ecuador and soon thereafter to the Benelux countries. In

1991, the company succeeded in developing its first proprietary gasoline engine, the four-

cylinder Alpha, and transmission, thus paving the way for technological independence.

In 1986, Hyundai began to sell cars in the United States, and the Excel was

nominated "Best Product #10" by Fortune magazine, largely because of its affordability.

The company began to produce models with its own technology in 1988, beginning with

the midsize Sonata.

In 1998, Hyundai began to overhaul its image in an attempt to establish itself as a

world-class brand. Chung Ju Yung transferred leadership of Hyundai Motor to his son,

Chung Mong 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. Hyundai is now one of the top 100 most valuable brands

worldwide. 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 Mong

Koo’s practices as head of Hyundai, suspecting him of corruption. On April 28, 2006,

Chung was arrested, and charged for embezzlement of 100 billion won (US$106 million),

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with Hyundai Vice Chairman and CEO, Kim Dong-jin taking over as head of the

company.

Business

In 1998, after a shake-up in the Korean auto industry caused by overambitious expansion

and the Asian financial crisis, Hyundai acquired rival Kia Motors. In 2000, the company

established a strategic alliance with DaimlerChrysler and severed its partnership with the

Hyundai Group. In 2001, the Daimler-Hyundai Truck Corporation was formed. In 2004,

however, DaimlerChrysler divested its interest in the company by selling its 10.5 percent

stake for $900 million.

Hyundai has invested in manufacturing plants in the North America, China, India, and

Turkey as well as research and development centers in Europe, North America, and

Japan.

In 2004, Hyundai Motor Company had $57.2 billion in sales in South Korea making it

the country’s second largest corporation, or chaebol. Worldwide sales in 2005 reached

2,533,695 units, an 11 percent increase over the previous year. Hyundai has set as its

2006 target worldwide sales of 2.7 million units (excluding exports of CKD kits).

Hyundai motor vehicles are sold in 193 countries through some 5,000 dealerships and

showrooms. After a recent survey of global automotive sales by Automotive News,

Hyundai is now the sixth largest automaker in the world, surpassing Nissan, Honda, and

many other major brands, selling 3,715,096 units in 2005.

Hyundai Motor Company’s brand power continues to rise as it was ranked 72nd in the

2007 Best Global Brands by Interbrand and BusinessWeek survey. brand value estimated

at $4.5 billion. Public perception of the Hyundai brand has been transformed as a result

of dramatic improvements in the quality of Hyundai vehicles.

Hyundai America Technical Center completed construction of its Hyundai/Kia proving

ground in California City, California in 2004. The 4,300-acre (17 km²) facility is located

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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. An aerial view can be found here.

Hyundai completed an assembly plant just outside Montgomery, Alabama in 2004, with a

grand opening on May 20, 2005, at a cost of $1.1 billion. It is Hyundai’s second attempt

at producing cars in North America (The Hyundai Auto Canada Inc. plant in Quebec

closed down in 1993). At full capacity, the plant will employ 2,000 workers. Currently,

the plant assembles the Hyundai Sonata and the Hyundai Santa Fe. In 2003, According to

Consumer Reports, Hyundai’s reliability rankings tied Honda’s.

In 2005, Hyundai allowed Ed Voyles Hyundai in Smyrna, Georgia to become the first

"deaf friendly" dealership in the entire world. The staff in this dealership are able to

accommodate deaf customers with the use of American Sign Language and video

conferencing phones.

In 2006 JD Power and associates quality ranking, overall the Hyundai brand ranked 3rd,

just behind Porsche and Lexus, and beating long time rival Toyota. The brand overall is

ranked much higher than the average industry and resale value continues to improve; a

comparable 2003 Hyundai Sonata sedan ranks just $2200 below similarly equipped

Honda Accord, according to Kelley Blue Book Pricing 2006.

In 2006, Hyundai’s minivan Entourage earned a five-star safety rating – the highest honor

the National Highway Traffic Safety Administration bestows – for all seating positions in

frontal and side-impact crashes. The Insurance Institute for Highway Safety also rates

“Good” – its highest rating – in front, side and rear impacts. The IIHS (Insurance Institute

for Highway Safety, US), in fact, has christened the 2006 Hyundai Entourage and Kia

Sedona a “Gold Top Safety Pick,” making the safest minivan ever tested.

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In 2006, Hyundai was awarded 'Top-rated 2006 Ideal Vehicle' by Autopacific, Marketing

research and consultancy firm for the automobile industry. In 2007, Hyundai’s midsize

SUV Santa Fe earns 2007 TOP SAFETY PICK award by IIHS.

In 2007 at the New York International Auto Show, Hyundai unveiled its V8 rear-drive

luxury sedan called Concept Genesis to be slotted above the Azera in the Hyundai line-

up. This concept will make its American debut in mid 2008.

In 2007 at the Los Angeles International Auto Show, Hyundai unveiled its second rear-

drive concept car, this car, called Concept Genesis Coupe, will be Hyundai’s first sports

car due to make its debut in early 2009.

In 2008, Hyundai Santa Fe and Hyundai Elantra awarded 2008 Consumer Reports "top

pick" which was among the top 10 vehicles for 2008 unveiled in the magazine's issue.

The magazine's annual ratings, based on road tests and predicted safety and reliability are

considered highly influential among consumers.

In 2008, at the North American International Auto Show, the production version of the

luxury & performance-oriented Hyundai Genesis sedan made its debut, dealerships will

have the Genesis as soon as Summer 2008.

2009, Hyundai has announced the five-door hatchback variant of the Elantra compact

sedan will carry the name Elantra Touring when it goes on sale in the spring as a 2009

model.

MODEL LINE UP

Equus/Centennial (joint project of Hyundai and Mitsubishi)

Click/Getz

Accent

Tiburon/Coupé/Tuscani

Elantra

Matrix/Lavita

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Sonata

Grandeur (joint project of Hyundai and Mitsubishi)

Grandeur XG/XG300/XG350

Grandeur/Azera

Dynasty

Hyundai Santamo (Rebadged Mitsubishi Chariot) (Originally produced by

Hyundai Precision Industry)

i30

i10

Genesis

Genesis Coupe

Hyundai Azera

SUVs and Vans

HD1000 (Minibus/Porter)

Entourage (Similar to the Kia Sedona)

Hyundai Galloper (Rebadged Mitsubishi Pajero) (Originally produced by

Hyundai Precision Industry)

Grace (1st generation was a rebadged Mitsubishi Delica)

Hyundai H-100 Grace / Porter

Porter (1st generation was a rebadged Mitsubishi Delica)

Santa Fe

Trajet

H-1/Satellite/Starex/Libero/H-200

Terracan

Tucson

Veracruz

Hyundai Starex

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COMPANY NAME: - HYUNDAI MOTORS INDIA LIMITED.

COMPANY ADDRESS:-

HYUNDAI MOTORS INDIA LIMITED,

A-30, Mohan Cooperative Industrial Estate,

Mathura Road, New Delhi-110044.

Tel :(011) 4167-8800 Fax:(011)4167-8811

MISSION STATEMENT:-

To create exceptional automotive value for our customers by harmoniously blending

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

stewardship to our community and environment while achieving stability and security

now and for future generation.

VISION STATEMENT:-

Our team provides value for your future.

SLOGAN:- DRIVE YOUR WAY.

LOGO:-

LOGO EXPLANATION:-

The Hyundai logo, a slanted, stylized 'H', is said to be symbolic of two people

(the company and customer) shaking hands. Hyundai means "modernity" in Korean.

ABOUT HMC (Hyundai Motor Company)

Established in 1967, Hyundai Motor Co. has grown into the Hyundai-Kia Automotive

Group which was ranked as the world’s fifth-largest automaker in 2007 and includes

over two dozen auto-related subsidiaries and affiliates. Employing over 75,000 people

worldwide, Hyundai Motor posted sales of US$74.9 billion in 2007 on a consolidated-

basis and US$32.8 billion on a non-consolidated basis (using the average currency

exchange of 929 won per US dollar). Hyundai vehicles are sold in 193 countries

through some 6,000 dealerships and showrooms

The Hyundai Motor Company, a division of the Hyundai Kia Automotive

Group, is South Korea’s largest and the world’s fifth largest automaker in terms of

units sold per year. Headquartered in Seoul, Hyundai operates the world’s largest

integrated automobile manufacturing facility in Ulsan, which is capable of producing

1.6 million units annually. The Hyundai logo, a slanted, stylized 'H', is said to be

symbolic of two people (the company and customer) shaking hands. Hyundai means

"modernity" in Korean.

DEALER’S SHOWROOM NAME:-

Jaya Hyundai,

Sujaya Enterprises Pvt. Ltd. Nanded.

SHOWROOM ADDRESS:-

Jaya Hyundai,

Sujaya Enterprises Pvt. Ltd. Near Reliance Petrol Pump,

Nanded-Cidco Road, Nanded-431603.

Tel.229106, 229107, 229108.

DEALER’S NAME:-

HONOURABLE Mr. ASHOKRAO CHAVAN (CHIEF MINISTER),

MAHARASHTRA.

In the current scenario of cutthroat competition, every company invest

in some new technology for their expansion & to maintain the quality, reduce the cost

& to produce the new product. My objective in this survey is to study the demography

of customers in Nanded region and determining the satisfaction level of customers in

Nanded region.

PRIMARY OBJECTIVES:-

To study the demography of customers in Nanded region.

To segment the potential customers in Nanded for Hyundai Motors.

To study the satisfaction level of customers of Hyundai motors in Nanded

region.

SECONDARY OBJECTIVES:-

To study / identify the potential customers.

To study the services given by Jaya Hyundai Pvt.Ltd. In terms of servicing,

warranty, maintenance and repairing.

To analyze Customers opinion about Quality and Pricing policies.

To study the factors influencing on the buying behaviour of the customers.

To know the grievances of customer, if any.

To study the eagerness to buy Hyundai motors among the customers.

To find out the brand awareness/perception in society about Hyundai motors.

SCOPE OF THE PROJECT

The area of operation is around the Nanded city. The survey is conducted

through the questionnaire that is having the information of overall ownership

experience of the vehicle & their suggestions.The operations are performed in &

around Nanded city areas are Nanded-Latur phata,Cidco, Shivajinagar, Bhagyanagar,

Anandnagar, Parbhani, Latur & Hingoli Etc.

The project purpose I have taken the 200 samples. The scope of the study was limited

to Nanded city. As the sample size was 200 customers only. In today’s cutthroat

competition to increase the market share there is need to satisfy the customer’s needs

and wants. For this purpose all organizations are required to conduct research work to

understand customer’s needs and expectation from the company.

For every research work the study may have geographical conceptual scope.

As subject to the products limited to the study to the Nanded district. The survey

conducted will give the details about the customer satisfaction level responding

product and services.

The study of level of satisfaction is also helpful to the management and

marketing head to decide new policies for well established brand and as well as new

product range. The level of satisfaction for the Hyundai cars' user can be measured in

terms of look, speeds, mileage, maintenance, safety, price and services and post sales

services.

The benefit of this study to the company and dealer is that they can understand

the level of customer's satisfaction and can make new policies to satisfy all the new

and current users. With the help of the conclusion from this study the company can

able for the range selling, if the Customers are very much satisfied with the cars and

the services provided by them.

1. SANTRO XING

Santro Xing is the Sunshine Car. A New Shining Dawn. Here Comes the Sun Again.

The Next Generation Santro. A stunning example of modern automobile design and

continuous customer feedback driven advancement. For instance, now incorporating

Active Intelligence Technology, with the new ERLX engine.

Tall, wide and uniquely different, the new Santro Xing has a distinctly

European styling. While its sleek lines and pleasing curves and counters will capture

your heart. The compact outer dimensions, combined with its sporty stance, will

ignite the passion of driving into the sun and makes it stand out in a crowd of old

hatchbacks and jelly bean shaped. So step into the Santro. Add Sunshine to your life.

The Santro Xing comes with all new looking feel exterior and interior styling.

EQUIPMENT

ABS

AC

Auto Transmission

Central Locking System

Fog Lamps

Power Steering

Power Windows.

SPECIFIC CHECK: -

Petrol, 1086cc, 4 cyl, 63bhp/5500rpm, 96nm/3000rpm, 5 manuals, 4 auto, L/W/H:

3565/1525/1590, wb:2380, weight:854kg, fuel tank:35L.

Price:- Rs.2.94 to Rs.4.89 lacks.

COMFORT

Front Power Window

4-speed Automatic Transmission

Now enjoy freedom from stick gear shifting and frequent clutch pedaling with

the new Santro Automatic. With electronically controlled ‘intelligent’ power train

system, Santro Automatic offers the most relaxed way to busy city monitoring. The 4-

Speed transmission features a compact ultra-light weight gear train, high performance

torque converter and hydraulic-electronic control, offering four forward gear ratios to

deliver a wide array of speed and power to surge ahead or retard as per your need.

Power steering:- with Power steering lock to lock turn of the steering wheel is

substantially lesser, the effort required to turn the wheel is minimal. Ability to absorb

jerks of pot-holed roads and much greater control of the steering wheel, not only help

to glide over the roads but also provides enhanced safety in case of accidents like

bursting tyres.

SAFETY:- Safety is not just a feature of the Hyundai Santro. It is an

integral part of the total car designing Engineering. So every single safety in the car

contributes to making the Hyundai Santro, one of the safest and strongest vehicle in

India, is now further reinforced meeting strictest of world safety norms

2. Hyundai ‘i-10’

‘i’ in the Hyundai i-10 car stands for inspiring, innovation, intuitive

and intelligent.

Catch the i:- inspiring, innovative and intelligent. Compact cars will never be

the same. The Hyundai i10 is here. Elegant outside and versatile inside, the i-10

boasts of high-end features that are usually found in the Luxury Sedans. Intelligent

engine technology coupled with dynamic chassis design deliver sparking performance

and a supple, precise ride. Big on style, safety and security, yet small enough to fit

any city street, the i-10 is designed for independent thinkers with exciting lifestyles.

Inspiring

The i-10 combines fresh design with integrity and innovation. The high tech 3-

D head and tail lights refine the oveall design, yet improve on road visibility. The

upword opening tailgate creates a dynamic rear profile.

Intelligent & intuitive

The i-10 boast of revolutionary Intelligent Responsive Drive (iRDE) technology, that

gives it abundant pep along with best in class fuel economy.

The height adjustable tilt power steering and front disc

brakes mean effortless dynamic control. The Anti-lock Brake System (ABS) keeps

you firmly on track.

Innovative

Fresh your eyes on the most distinguished interiors you may have seen in a

long, long time. Check out the Cockpit style seating. Notice the integrated hedrest of

the drivers seat. Admire the in-dash 2-din audio system and console-integrated gear

shift (i-shift). The front seats and foldable rear seat fit five adults easily.

For refresh simply press the button of electric sunroof for fresh air.

CAR RANGES :- I-10 DLITE, i-10 Era, i-10 Magna, i-10Magna O.

EQUIPMENT: -

ABS

AC/ Climate Control

Airbag

Alloy wheels

Auto transmission

Central Locking System

Electronic Mirror

Fog Lamp

Power Steering

Power Windows

Tilt Steering.

Specific Check: -

Petrol, 1086cc, 4 cyc, 67bhp/5500rpm, 99Nm/2800rpm, 5 manual, 4 Auto,

L/W/H:3565/1595/1550, WB:2380, Weight:952 kg, fuel tank: 35L.

Price :-Rs.3.58 to 5.44 lacks.

3.Getz PRIME

WHAT THE WORLD LOVES TO DRIVE: -

A fresh new Euro check styling lends the Getz Prime a touch of international class. It

has thoughtfully designed interiors and first in category reclining rear seats. The Getz

prime is also packed with world leading safety features and chassis that’s precisely

tuned with a computer.

INTERNATIONAL SAFETY STANDARDS:-

The new Getz prime is equipped with world class safety features, just to keep your

world safe and secure. ABS prevents wheels from locking and skidding, whereas side

impact beams provide protection for cabin occupants. A unique clutch lock prevents

the car from starting in gear. It also prevents jerks and makes for smoother ride.

BRAKES : STD front disc and ABS

EQUIPMENT:

ABS

AC

Central Locking System

Fog Lamp

Power Steering

Power windows

Specifications check:-

Petrol,1086cc,4cyl, 66bhp/5500rpm, 102Nm/3200rpm, 5 manual,

L/W/H:3825/1665/1515,wb:2455, weight:995kg, fuel tank:45L.

Price: Rs.4.18 to 6.56 lacks.

Car ranges:- GLE, GVS,GLS, GLX, GVS(DL).

4. HYUNDAI ACCENT

EQUIPMENT:

AC

Electric Mirror

Power steering

Power windows

Tilt steering

SPECIFICATION CHECK:-

Petrol, 1495cc, 94bhp/5500rpm, 123Nm/3500rpm, 5 manual,

L/W/H:4250/1670/1370, wb:2440, weight:1023kg, fuel tank: 45L.

PRICE:- RS.5.48 TO 6.19 Lacks

5.HYUNDAI VERNA

EQUIPMENT: -

AC/Climate control

Alloy wheels

Audio system

Central Locking System

Electric Mirror

Fog Lamp

Power steering

Power Windows

SPECIFICATIONS CHECK: -

Petrol,1599cc, 4 cyl, 103 bhp/5500rpm, 146Nm/3000rpm, 5 manual, L/W/H:

4310/1695/1490 Wb:2500 weight:1100 kg, fuel tank:45 L.

Diesel, 1493cc, 4 cyl, 110 bhp/4000rpm, 335Nm/1900-2750, 5 manual, L/W/H:

4310/1695/1490 Wb:2500 fuel tank : 45 L

Price: RS.6.84 TO 8.76 Lacks.

6.Hyundai Sonata Embera

Powerful and smooth petrol engine. Independent double wishbone suspension with coil springs. Common Rail Diesel engine.

European styling. Refined and spacious cabin. Excellent ride quality.

Dashboard not so impressive.

Hyundai Motor India Limited launched the fifth-generation Sonata Embera, setting

new standards in technological excellence with a 2.4-litre petrol engine and a 2-litre

diesel engine, improved styling, refined interiors and advanced safety features. The

new car will take on competitors in the premium luxury D-Segment on Indian roads.

Dynamic suspension and an excellent rear-seat ride quality, one of Sonata's key

appealing features, continue to dominate the Sonata's redesign. Hyundai Motor says

that the Embera offers much higher fuel efficiency because of its light weight and

aluminium engine block. With its contemporary international styling, refined driving

Quick Take

* Fuel Economy 8.1 / 12.6 km/l (city/highway), 2.4L I-4 MT Petrol 7.4 / 10.4 km/l (city/highway), 2.4L I-4 AT Petrol 10.6 / 14.5 km/l (city/highway), 2.0L I-4 Diesel

Available Engines 2.4L, DOHC, In-line 4-Cylinder, 163 bhp, Petrol 2.0L, CRDi, In-line 4-Cylinder, 140 bhp, Diesel

Available Transmissions 5-speed Manual Transmission (MT) 6-speed Manual Transmission (MT) 4-Speed H-Matic Automatic Transmission (AT)

dynamics and 170-mm ground clearance, it is time to take a second good look at the

Sonata Embera.

In India the Sonata Embera comes in three variants -- 2.4MT and 2.4AT in petrol and

2.0L CRDi MT in diesel.

Powertrain & Performance

Under the hood, the Embera sports a high-power 2.4 litre, four-cylinder petrol engine,

which forks out a powerful 163 bhp @ 5,800 rpm and a maximum torque of 23.6 kgm

@ 4,250 rpm. Mated to a five-speed manual transmission or a four-speed H-matic

automatic, the new aluminium engine features Variable Timing Valve Train (VTVT).

Hyundai boasts that the Embera delivers plenty of low-end torque, quick response,

excellent pick-up and great performance

The four-speed H-matic transmission, when set on tiptronic mode, allows some

manual input for maximum driving pleasure. Hyundai mentions that the light-weight

aluminium engine block improves fuel efficiency levels, which even out at 6-7/9-10

kmpl (city/highway). The all-new 2L CRDi engine pumps out 140 bhp at 4,000 rpm

and 33 kgm of torque between 2,000 to 2,680 rpm. The diesel variant gets a 6-speed

manual transmission as standard. The Embera features independent double wishbone

with coil springs in the front and an independent multi-link type with coil springs in

the rear. The sedan exhibits excellent driving manners at all speeds, and the

suspension does not allow evident body rolls during hard cornering.

PRIZE : Hyundai Sonata Embera AT(Leather)   (Ex-Showroom) Rs. 13,49,994

Hyundai of South Korea decided to enter India with its small car model, Santro,

which it priced attractively at about $7000.  Hyundai chose to set up a fully owned

subsidiary and hired some of the most reputed executives in the Indian  automotive

industry.  Hyundai also invested heavily in a modern car plant near the city of

Madras, in the southern part of India. The facility can manufacture 130,000 engines,

transmission sets and components per annum. According to Business India1, “What

makes HMI’s (Hyundai Motor India) progress even more impressive is that the

Sriperambadur plant is not another knocked down (KD) operation but an integrated

manufacturing facility.  The Santros that will roll out of this plant will be

manufactured from day one and not merely assembled.  This is a historic

achievement.  No company has begun operations in this manner, not even which

initially imported CKD kits for the HUNDAI INDIA. The very essence of Hyundai’s

strategy is to localise heavily from day one to give it a very early cost advantage, the

number one priority in this highly price sensitive market.” The Santro has been a

major success.  Though not very elegant looking, the car has enough leg and head

room. Hyundai sold more than 75,000 vehicles during the period April 2006 - March

2007 and looks set to cross the 100,000 figure in the current year.  During the period

January-June, 2000, Hyundai sold 45,513 units, against 21,884 in 2008 Encouraged

by the success of the Santro, Hyundai launched the up market Accent model. A major

worry for Hyundai is that it has just one small car in its stable.  Hyundai is pinning its

hopes on luxury models such as the Sonata, priced at around Rs 13 lakhs, but as the

company's senior executives themselves admit, such models are unlikely to sell more

than 250 units per month.  Hyundai is also vulnerable because of its relatively small

size, when compared to global majors such as Ford, General Motors, Toyota, Daimler

Chrysler, Volkswagen and Honda.

SOURCE OF FINANCE

Prior to the start of this service HUNDAI had started two joint ventures

Citicorp HUNDAI and HUNDAI Countrywide with Citi Group and GE

Countrywide respectively to assist its client in securing loan.

HUNDAI tied up with ABN Amro Bank, HDFC Bank, ICICI Limited,

Kotak Mahindra, Standard Chartered Bank, and Sundaram to start this

venture including its strategic partners in car finance.

Again the company entered into a strategic partnership with SBI in

March 2003 Since March 2003, HUNDAI has sold over 12,000 vehicles

through SBI-HUNDAI Finance.

FINANCIAL ANALYSIS OF THE COMPANY

Financial highlights (in million)

Parameters YEAR- 09 YEAR-08 change

Net sale(Rs Mn) 45126 46540 -3%

Other Income - Operating (Rs Mn) 887 853 4%

Other Income - Non Operating(Rs Mn)

1777 854 108%

EBITDA (Rs Mn)4745 7839 39%

Depreciation (Rs Mn) 1775 867 105%

Profit Before Tax (Rs Mn)

2925 682857%

Profit After Tax(Rs Mn) 2136 4670 54

EPS (Rs) 7.39 16.17 54%

Financial highlights

Parameters 07 06 change

Material Cost 81.14% 76.84% 4.30%

Employee Cost 2.45% 2.08% 0.37%

Selling & Distribution expenses

3.69% 2.75% 0.94%

Manufacturing Expenses Royalty Power & Fuel

8.66% 3.53% 1.18%

5.59%2.60%0.78%

3.07%0.93%0.30%

Depreciation 3.93% 1.86% 2.07%

Ebitda 10.51% 16.84% 6.33%

PBT 6.48% 14.67% 8.19%

PAT 4.73% 10.04% 5.31%

Other Income (Operating + Non Operating)

5.90% 3.67% 2.23%

Material cost to net sales increases by 4.30 % to 81.14% 1.7% - Higher commodity cost primarily steel 1.4% - Yen appreciating against rupee by ~ 50% appx impacting

import cost –1.4% 1.6% - Product Mix 0.8% - Higher invoice discounts (1.0)% - favorable selling price variance

Selling & distribution expenses increased by 0.94% to 3.69% o Selling expenses increased by 0.26% to 2.18% o A Star launch / marketing expenditure

Distribution expenses increased by 0.68% to 1.51% Higher ocean freight

Financial Analysis (09 vs 08)

Other Income Rs 1,777 Mn non operational (Rs 854 Mn in Q3FY08)

Higher yields ~ 12.5% (pre tax)

One time interest on tax refunds Rs 569 Mn Depreciation increased by 2.07% to 3.93%

Revision of useful life of fixed assets was done in Q4FY08

In Q3FY09 impact is Rs 585 Mn

Normalized depreciation is 2.64% Average Realization (ASP) increased by 10.8% to Rs. 240,081

o Exports –higher realization

o Domestic –product mix

It is launched HUNDAI provides vehicle insurance to its customers with the help of

the National Insurance Company, Bajaj Allianz, New India Assurance and Royal

Sundaram. The service was set up the company with the inception of two subsidiaries

HUNDAI Insurance Distributors Services Pvt. Ltd and HUNDAI Insurance Brokers

Pvt. Limited.

This service started as a benefit or value addition to customers and was able to ramp

up easily. By December 2005 they were able to sell more than two million insurance

policies since its inception.

FINANCIAL PERFORMANCE OF COMPANY

DEPENDS UPON ITS SALES AND PROFIT VOLUMES.

SALES VOLUMES OF A COMPANY

FINANCIAL PERFORMANCE

Some cautions in measuring Customer Satisfaction

When customers rate their satisfaction with an element of the company’s

performance, say delivery, we need to recognize that customers will vary in how they

define good delivery; it could mean early delivery, on-time delivery, order

completeness, and so on. Yet if the company had to spell out every element in detail,

customers would face a huge questionnaire. We must also recognize that two

customers can report being “highly satisfied” for a different reasons. One may be

easily satisfied most of the times and the other might be hard to please on this

occasion.

Companies should also note that managers and salespersons can manipulate their

rating on the customers on customer satisfaction. They can be especially nice to

customers just before the survey. They can also try to exclude unhappy customers

from the included in the survey.

One of the danger is that if the customer know that the company will go out of its way

to please the customers, some customers may want to express high

dissatisfaction(even if satisfied) in order to receive more concessions.

Market Research: Market research is only one branch of the marketing information

system. Market means actual and potential customers. Market research is the

systematic and intelligent investigation or study of the “Who, What, Where, When,

Why and How of actual and potential buyers”. It deals with research on customer

demand, e.g., behaviour and attitudes of consumers and dealers at the market place,

analysis of sales data, analysis of market share of a firm, etc.

The following items of study are included in market research: 1.size of the

market, 2. geographic location of customers, 3. demographic descriptions of

customers, 4. market segmentation on the basis of age, sex, income, education,

Nationality, standard of living, etc. 7. Consumer needs wants, habits and behaviour, 8.

Dealer wants Preferences, 9. Degree of competition and the market trend.

Marketing Research Process:

Marketing Research Process involves the following seven steps in proper sequence:

1. Situation analysis

2. Preliminary investigation

3. Research design

4. Sources of data

5. Data analysis

6. Report preparation.

7. Follow up recommendations.

The following figure depicts the process of marketing research

Fig. 5 Marketing Research Process

The definition consists of three important terms plan, structure and strategy.

The plan is an outline of the scheme on which the researcher is to work. The structure

of the research is more specific outline or the scheme and the strategy show how the

research will be carried out, specifying the method to be used in the collection and

analysis of the data. From the definition it is thus evident that research design is more

of a blueprint of the research. It can be compared with the plan of house, which lays

down the method and procedure for the collection of requisite information and its

measurement and analysis with a view of arriving at meaningful conclusion at the end

of the proposed study.

(1) Primary data

(2) Secondary data

FIG. 1 SOURCES OF DATA(1) Primary Data:

It is the information obtained from original sources by the researcher. It can be

gathered slowly at a high cost. But it offers much greater accuracy and reliability. It

gives latest information.

The following method was used for obtaining the primary data:

(a) Survey technique (Questionnaire):

It is very effective method of conducting surveys. According to this method a

well organized questionnaire was prepared by the researcher. The questionnaire was

given to every customer of v-belt, and their responses were recorded by means of

questionnaire. The responses were recorded by personally visiting the customers in

different blocks of Nanded city. The questions were short, simple, easily

understandable, direct, pointed, well phrased and had one interpretation or meaning.

(2) Secondary Data:

This data provides a starting point for research and offers the advantages of

lower cost and quicker availability. It was collected by the researcher by referring

company records such as invoices, sales figures etc.

Sampling is the method of selecting a sample from the given universe with

view to draw conclusions about the universe.

SOURCES OF DATA

PRIMARY DATA SECONDARY DATA

CUSTOMER SATISFACTION

“Satisfaction level is the level of persons felt state resulting from comparing

products perceived performance (or outcome) in relation to the person’s

expectation.”

Thus satisfaction level is function of difference between perceived

performance & expectation. A customer could experience one of three broad levels of

satisfaction:

If the performance falls short of expectations, the customer is

dissatisfied.

If the performance matches to the expectations of the customer, then

the customer is satisfied.

If the performance exceeds the expectations of the customer, the

customer is highly satisfied, pleased or delighted.

But how do the customer expectations? Expectations are formed on the basis

of the buyers past buying experience statements made by the friends & associates, &

marketer & competitor information & promises. If marketers raise the expectations

too high the buyer is likely to be disappointed.

Some of the today’s most successful companies are raising expectation &

delivering the performance. The companies are aiming high because customers who

are just satisfied will still find it easy to switch supplier when a better offer comes

along. The fact is that high satisfaction or delight creates an emotional affinity with

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

Companies seeking to win in today’s markets must track their customers

expectations perceived company performance, and customer satisfaction. They need

to monitor this for the competitors as well. Companies’ that achieve high customer

satisfaction ratings make sure that their target market knows it. The customer cantered

firms seeks to create high customer satisfaction it is not out to maximize customer

satisfaction.

First they can increase the customer satisfaction by lowering the price or

increasing its services, but this may result in low profits.

Second, the company might be able to increase its profitability in the other

ways, such as by improving its manufacturing or investing more in R&D.

Third; the company has many stakeholders including employees, dealers,

suppliers & stockholders. Spending more to increase the customer satisfaction

would divert funds from increasing the satisfaction of the other “partners”.

Ultimately, the company must operate on the philosophy that it is trying to

delivery a high level of customer satisfaction level subject to delivering at

least acceptable levels of the satisfaction to the other stockholders within the

constraints of its total resources.

ADVERTISING

Impact of Advertising for Product Presentation

• Creates awareness

• Provides Information

• Generates Association with the audience

• Helps in creating an image

• Reaches large audience

• Develops brand preference

• Competitive weapon

Advertising moves consumers being unaware of a product or service to

finally purchasing it.

Advertising Strategy

• Start advertising 2 weeks before launch

• Advertise on all major media

TV : 10 Sec – Rs. 3,50,000 (Match)

30 sec – Rs. 10 to 12 lakh (Prime Time)

Magazine : Double page - Rs. 4,03,500

Full Page – Rs. 2,02,500

Newspaper : Rs. 75,50,000

Hoardings : Rs. 1,10,000 per month

• Sponsor cricket matches

• Promotion at malls

• Launch around a month before festivals like Diwali or

Navratri

So it was yesterday when I saw this new advertising campaign or Marketing

Campaign of HUNDAI . What followed was a bit of discussion about the

Advertising Commercial amongus. Now, let me first describe the ad as it went

through. It was an Advertising Commercial for the most successful car brand in

India. It shows a typical large gathering of a family most probably for a family

function. The main characters are a mom, an infant kid, around 4-5 months old and

some other relatives. The Advertising Commercial goes as follows: The mom is

busy with some work, and the infant kid is somewhere away from her, so that she can

see her from a distance, but since she is busy with the work, she is unable to attend to

her. The Advertising Commercial starts with showing the mom busy with work and

the baby starts crying. So, the mom signals another relative (a lady) to attend the kid.

Unfortunately, the kid continues to cry. The lady then passes on the kid to the kid's

father (from the gestures between the kid's mom and the male person in the ad, it is

apparent that he is the kid's father), but no success. The cycle continues and the kid is

passed on from one person or relative to the other (uncle, aunty, grandfather,

grandma, etc.) They all try all methods including scolding, singing, etc., but the kid

doesnt get quite. At last the kid reaches the mom and there he is happily playing

again.The message for the Advertising Commercial comes up on screen:

Before we get into the details, let's observe some good and bad points of this

Advertising Commercial Good:

The theme chosen is realistic - Indian Family, Function, everyone is busy, everyone

trying a hand to pacify the kid. So the ad does generate a lot of interest

The timeline of ad is perfect - Nobody has been focussed for a longer time. It

straightaway gets to the main point - to pacify the kid

There is a variety of methods included - someone dancing, singing, making faces, toys

and even scolding - it all looks perfect.

Finally, when the kid reaches the mom, he is happy - everyone wonders what's

happening, and there comes the Advertising Commercial Punch line conveying the

message. Before we get into the bad part, Just wanted to mention the reaction of

others who saw the ad with me. We have a 5 months old baby at my home, and many

family members keep him busy and happy, so it was a real life scenario for us.

Moreover, mom & dad leave the kid at home in others care, if they have to go out,

and the kid stays happily - something contrary to what was shown in the Advertising

Commercial. What other members differed were the

Lead and Facilitate continuous change towards organizational excellence ; create a

learning and vibrant organization with high sense of pride amongst it members.

HR INITIATIVES

• Prepare HUNDAI INDIA Strategic Business Plan-2000-2003; To achieve the Vision

& Goal

• Improve the performance Appraisal system - it’s process, skill& usage

• Introduce a Potential Appraisal System

• Improvements in internal & external Training & it’s effective utilization.

Training need identification

• Systematic career planning ; Job Rotation ; Empowerment; Job enrichment

• Periodic communication meeting at various level; Roll out of Vision

• Raise cost consciousness for cost control and reduction

• Exposure on Brand Strategy to all non- marketing staff

• Retention of Talent

CULTURE BUILDING INITIATIVES SINCE INCEPTION

American Management philosophy of Team Spirit

• Common uniform

• Open office

• Common Canteen

• Open Office – Easy accessibility, Speedy

• Communication and decision making

• Morning Meetings

• Morning Exercises

FOCUS OF EFFECTIVE MANAGEMENT PROCESS SINCEINCEPTION

• Management Committee Meetings – every Tuesday

• ·Single unaffiliated Union

• Excellent Industrial Relation scenario

• No loss of monday due to strike/lockout etc. in past 5 yrs.

• HUNDAI INDIA – a forum for non unionized staff.

• Declared organization structure Workers (Technical /Assistant.), Supervisors,

Executives, Managers

• Top Driven HR – MD is also Director HR

• HR’s role of a facilitator

• Line managers as HR Managers

• Year of the Customer –

• HR Internal Customer Focus

• Focus on Internal & External Customer.

INDUCTION AND SUCCESSION

• Transparent Recruitment & Selection process

• Recruitment on an All India Basis – no sector or regionspecific.

• Engineers – CAMPUS - IITs/RECs/Rorkee /HBTI

• ALL-INDIA TEST

• MBAs – IIMs/XLRI

• CAs - Rank Holders

• India Exam & Apprenticeship In MUL

• Lateral Entry for Experienced Professionals.

RECRUITMENT

RECRUITMENT PROCESS OF HUNDAI INDIA

The recruiting procedure at a HUNDAI INDIA dealership is as follows: For a

particular city, For a particular Dealership The dealership should release an

advertisement. Depending on availability of infrastructure Interview of shortlisted/

qualified personnel

MEANING OF SELECTION

It is the process of searching the potential candidate. It is negative in nature in the

Indian context. But it is positive in the US context.

Steps in Selection Process of HUNDAI MOTORS INDIA

Selection process consists of a series of steps, at each stage, facts may come light

which may lead to the rejection of the applicant. It is a series of successive hurdles or

barriers which an applicant must cross. These hurdles or screens are designed to

eliminate an unqualified candidate at any point in the selection process There is no

standards selection procedure to be used in all organizations or for all jobs. The

complexity of selection procedures increases with the level and responsibility of the

position to be filled.

.

1} Preliminary Interview (screening applications)

Initial screening is done to weed out totally undesirable/unqualified candidates at the

outset. It is essentially a sorting process in which prospective candidates are given the

necessary information about the nature of the job and the organization, at the same

time, the necessary information is also elicited from the candidates about their

education, skills, experience, salary expected and the like. It helps to determine

whether it is worthwhile for a candidate to fill up the application form.

2} Application Form

Application form is a traditional and widely used device for collecting information

from candidates. It should provide all the information relevant to selection, where

reference for caste, religion, birth place, may be avoided as it may be regarded an

evidence of discrimination.

3}Selection Test

Psychological tests are being increasingly used in employee selection, where a test

may involve some aspect of an individual ’attitudes, behaviour and performance.

Tests are useful when the number of applicants is large, as at best it reveals that the

candidates who scored above the predetermined cut off points are likely to be more

successful than those scoring below the cut off point.

4} Employment Interview

Interview is an essential element of selection and no selection procedure is complete

without one or more personal interviews, where the information collected through

application letter or application forms and tests can be cross-checked in the interview,

where candidates demonstrates their capabilities and strength irrelevant to their

academic credentials. selection in interview serves three purposes:

a) obtaining information about the background, education, training, work history and

interests of candidate

b) giving information to candidates about the company, the specific job and human

resource policies; and

c) establishing a friendly relationship between the employer and the candidate so as to

motivate the successful applicant to work for the organization. However, in practice

interview becomes a one-sided affair serving only the first purpose.

5} Medical Examination

Applicants who have crossed the above stages are sent for a physical examination

either to the company’s physician or to medical officer approved for the purpose.

Such examination serves the following purposes:-

a) It determines whether the candidate is physically fit to perform the job, where those

who are physically unfit are rejected.

b) It reveals existing disabilities and provides a record of the employee’s health at the

time of selection. This record will help in settling company’s liability under the

workmen compensation Act for claim for any injury.

c) It prevents the employment of people suffering from contagious diseases.

d) It identifies candidates who are otherwise suitable but require specific jobs due to

physical handicaps and allergies.

6} Reference Checks

The applicant is asked to mention in his application form, the names and addresses of

two or more persons who know him well. These may be his previous employers,

heads of education institutions or public figures. These people are requested to

provide their frank opinion about the candidate without incurring any liability. In

government and public sector organizations, candidates are generally required to route

their applications through their present employers, if any. The opinion of referees can

be useful in judging the future behaviour and performance of candidate, but is not

advisable to rely exclusively on the referees because they are generally biased in favor

of the candidate.

(a) Most candidates are employed at the time of their application, and do not wish

their employers to know they are looking elsewhere.

(b) Because of prospective employer would be breaking a confidence if

he or she asked for a reference before an offer of a job had been made and accepted.

(c) By the time an offer has been accepted, selection is over and the

reference is too late to affect it.

(d) An offer may be made ‘subject to satisfactory references’, but as most references

are received after the candidate has started work, they can only be used to warn

managers of possible faults in the candidate which in serious cases may eventually

lead to warnings followed by dismissal.

(e) Employers giving references are usually extremely cautious; many references

merely state the job title, the date of employment, and reasons for leaving.

(f) References are occasionally biased, giving a good reference to hasten an

employee’s departure or a poor one because of a grudge. Therefore, the best

references are obtained in person, where there is a chance to see whether nonverbal

behaviour matches what is said. If such a meeting cannot be arranged, telephoning is

the next best alternative.

7} Final Approval

In most of the organizations, selection process is carried out by the human resource

department, where the decisions of the department are recommendatory. The

candidates shortlisted by the department are finally approved by the executive of

concerned departments or units.

8} Employment.

Employment is offered in the form of an appointment letter mentioning the post, the

rank, the salary grade, the date by which the candidate should join and other terms

and conditions in brief. In some organizations, a contract of service is signed by both

the candidate and the representative of the organization. It is at this point where a

selected applicant is handled with a letter of offer for a job:

a) The wage or salary offered must not only be appropriate to the job and attractive to

the candidate but consistent with the earnings of present employees.

b) The job must be named and any special conditions stated, for instance, the first

year you will be under training at the head office, then you will be transferred to up-

country branches.

c) The candidate must know the essential conditions of employment, such as hours of

work, holidays, bonuses and fringe benefits.

9} Induction.

The process of receiving employees when they begin work, introducing them to the

company and to their colleagues, and informing them of the activities, customs and

traditions of the company is called induction. At this juncture various induction

courses are done to new recruit in order to acclimatize them with the new working

environment.

TRAINING

HUNDAI MOTORS INDIA Arranges the training at several intervals. The training is

mandatory for all the employees. The training schedule of all employees is maintained

by the HR manager.

EDP

In the EDP Department following are managed:

➢ Post Sale Process is managed.

➢ Sales Analysis is done.

➢ Backup is taken time to time.

IMPORTANCE OF TRAINING

Optimum Utilization of Human Resources – Training and Development helps in

optimizing the utilization of human resource that further helps the employee to

achieve the organizational goals as well as their individual goals.

• Development of Human Resources – Training and Development helps

to provide an opportunity and broad structure for the development of human

resources’ technical and behavioural skills in an organization. It also helps the

employees in attaining personal growth.

• Development of skills of employees – Training and Development helps in increasing

the job knowledge and skills of employees at each level. It helps to expand the

horizons of human intellect and an overall personality of the employees.

• Productivity – Training and Development helps in increasing the productivity of the

employees that helps the organization further to achieve its long-term goal.

• Team spirit – Training and Development helps in inculcating the sense of team

work, team spirit, and inter-team collaborations. It helps in inculcating the zeal to

learn within the employees.

• Organization Culture – Training and Development helps to develop and improve the

organizational health culture and effectiveness. It helps in creating the learning culture

within the organization.

• Organization Climate – Training and Development helps building the positive

perception and feeling about the organization. The employees get these feelings from

leaders, subordinates, and peers.

• Quality – Training and Development helps in improving upon the quality of work

and work-life.

• Healthy work-environment – Training and Development helps in creating the

healthy working environment. It helps to build good employee, relationship so that

individual goals aligns with organizational goal.

• Health and Safety – Training and Development helps in improving the health and

safety of the organization thus preventing obsolescence.

• Morale – Training and Development helps in improving the morale of the work

force.

• Image – Training and Development helps in creating a better corporate image.

• Profitability – Training and Development leads to improved profitability and more

positive attitudes towards profit orientation.

• Training and Development aids in organizational development i.e. Organization gets

more effective decision making and problem solving. It helps in understanding and

carrying out organizational policies

• Training and Development helps in developing leadership skills, motivation, loyalty,

better attitudes, and other aspects that successful workers and managers usually

display.

Training Details

The strength of any organization is its manpower. Each organization would like to

have executives who are well trained so that they can be more productive. The vehicle

manufacturers conduct several trainings so that they can achieve their goals. In the

Training master form, you can enter the information about the training, which have

been conducted during a particular time period. We are also maintaining the

information regarding the attendance of the executives in a specific training. That is,

how many executives out of the given list have attended the training? With the help of

these training details we are generating various MIS

reports. The details provided here can help the management to find out an efficient

person for a special task. Searching facility is also available, so you can find out the

total information of a particular training with just one click over there.

SALES AND TRAINING DEPARTMENT OF HUNDAI INDIA Vision

“Equipping HUNDAI INDIA and Dealer Sales Fraternity with the requisite mindset,

knowledge and skills, and enhance the business value of our associates to sustain our

position of leadership and build customer loyalty to HUNDAI.

Complaint and suggestions system

A customer centred organization would make it easy for its a customer to deliver

suggestions and complaints. Many restaurants and hotels provide forms for guests to

report likes and dislikes. A hospital could place suggestion boxes in the corridors,

supply comment cards to the exiting patients, and hire patient advocate to handle

patient grievances. Some customer cantered companies – P&G, General Electric, and

Whirlpool – establish “customer hot lines” with a toll free 800 telephone numbers to

maximize the ease with which the customers can inquire, make suggestions, or

complain. These information flows provide these companies with many good ideas

and enable them to act more rapidly to resolve the problems.

The research project was fruitful experience. It enable to come across the different

opinion of the customer about the Jaya Hyundai Pvt. Ltd. In the context of Price,

Quality, Service Back up, maintenance and safety. It was possible to understand the

level of Customer Satisfaction factors which influenced the Buying behaviour for

Hyundai four wheelers.

Keeping in mind the findings of the study, the following are the conclusions

The project also deals with the practical aspects of Customer satisfaction and the

factors which influenced buying behaviour for Hyundai cars.

1. Demography study reveals that more attention should be paid on the professionals

like Doctors, Engineers, Advocates and C.A.s as they are the target customers.

2. As the Hyundai cars are slightly high priced, in order to capture the automobile

market, they must reduce the price slightly up to 10%.

3. The company should satisfy or even delight the customers with its product quality

like interiors and look and after sales services like warranty & servicing so that

they can capture most of the market.

4. Company should try to enhance its post sales services as preventive measures for

maximising the satisfaction level.

5. The preventive maintenance should be monitored on regular basis to maintain the

brand image and satisfaction of the customers

6. Company should design new and attractive offers as well as policies such as

warranty so as to satisfy the existing customers and to attract the prospective

customers

7. Free check up camps, more free servicing and extended warranty are needed to

attract more customer

The Hyundai cars are showing good response, future demand is going to rise in the

market. So company should try to make the cars more demand oriented like more

mileage providing & reduced pricing. So that it can compete with the competitors in

the market.

In this era of tough competition in the market it is compulsory for company to

provide some types of facilities to the customers to acquire the best level of Customer

satisfaction.

During this study I came across some points which if consider would surely

enhance the market share and customer satisfaction.

Company should design new and more attractive policies for

a) credit policies

b) cash discounts

c) warranty terms

Company should try to enhance its post sales services as preventive measures.

the preventive maintenance should be monitored on regular basis.

1) Price features: - as Hyundai cars are more costly as compared to other

competitors, if they want to capture the automobile market, they have to

reduce the price slightly.

2) For Santro: - four door power windows is needed.

3) For i-10, more power in c.c. is needed

4) For Verna: - inbuilt spoiler is needed.

5) For Accent: - inbuilt LPG gas kit & music system is required.

6) Late service, loose delivery and unavailibity of spare parts should be avoided.

The quick, fast and timely service facility is to be maintained

7) Free check up camps, more free servicing and extended warranty are needed

to attract more customer

BOOKS

Philip Kotler: “Marketing Management” prentice hall of

India Pvt. Ltd.

Sharma D.D.: “Marketing Research” Sultan Chand son,

New Delhi.

WEBSITES

www.hyundai-motors.com

www.hyundai.co.in

www.google.com

MAGAZINES AND OTHERS:-

Monthly Hyundai Magazine:- ON THE MOVE.

Product Brochures.

Annual reports or magazines of Hyundai Motor India

Limited

Auto India Magazine