CHAPTER - 3

COMPANY PROFILE
new vision for the future: “lifetime partner in automobiles and Beyond

Hyundai Motor group established a new

vision, “Together for a better future,” in
order to fulfill its role and responsibility
as a trusted global firm. hyundai Motor
Company defined its vision of being a
“Lifetime partner in automobiles and
beyond” to come one step closer to its
customers and become their beloved
brand. The car is no longer simply a
means of transportation that links people
to people; it has become a life space that
occupies a central role in people’s lives.
As such, hyundai seeks to become a
lifetime partner in the everyday lives of
customers and their happiness. At this
very moment, hyundai is developing
eco-friendly and human-oriented
technologies for the future and setting up
optimized global management systems
in order to provide the best experience to
its customers.
 HISTORY AND HIGHLIGHTS

Hyundai celebrates its 45th anniversary this year. Beyond all expectations, it has
emerged as a new big player among the world’s top automotive companies.
however, hyundai will not settle for that, and will continue to seek out bigger
possibilities with the same passion and spirit of challenge as the beginning.
From providing cars to being a lifetime partner, hyundai will accompany people
all over the world in their everyday lives. 1967~2000

1967 • Incorporation of hyundai Motor Company

1968 • Mass production of Cortina

• Launch of hyundai Pony, the first Korean passenger car

• Incorporation of the Canadian subsidiary hMC 1984 • Launch of Excel

1985 • Incorporation of the U.S. subsidiary hMA

1986 • Launch of grandeur, hyundai’s large-sized luxury

car; first export of Excel to the U.S.

1987 • Best sales of Excel in U.S. compact car category

for the 3rd consecutive year

1988 • Launch of Sonata, hyundai’s mid-sized luxury

sedan

1989 • Excel exceeds 1 million units in overseas exports

1990 • Launch of Elantra, Scoupe

1991 • Release of the first Korean-developed Alpha

engine

• Development of electric car; launch of galloper

1992 • Development of hCD-I, Korea’s first concept car

1993 • Launch of Sonata II; development of concept car
hCD-II

1994 • hyundai exceeds 1 million units in annual

production; launch of Accent

•Development of solar-powered and hydrogen fuel

vehicles 1995 • Launch of Avante; development of concept car

hCD-III

1996 • hyundai exceeds 10 million units in cumulative production (all

models combined)

• Completion of Namyang Technical Research

Center

• Launch of Dynasty, Tiburon

1997 • Completion of Turkey plant; independent

development
Epsilon engine

1998 • Acquisition of Kia Motors; completion of India

plant

• Launch of grandeur Xg, EF Sonata; development of 2nd solar-

powered vehicle

• Independent development of world-class high-performance V6

Delta engine
1999 • Development of Korea’s first automotive fuel cell

• Launch of ultra-large sedan Equus, Verna, Trajet Xg

2000 • Development of Korea’s first passenger diesel engine and large

commercial engine

• Development of Korea’s first fuel cell vehicle

• Launch of Santa Fe, Avante XD

• Incorporation as Korea’s first automotive group

• Official sponsor of Euro 2000 Football

Championship

2001 • Launch of sports coupe Tuscani, Terracan, Lavita

• Santa Fe selected as No. 1 in U.S. customer

satisfaction survey

• hMA receives J.D. Power’s presidential award

• Unveiling of Korea’s first fuel cell-powered Santa

Fe

• Unveiling of concept car hCD-VI

2002 • Launch of Chinese-produced Elantra model

• Sonata selected as No. 1 by J.D. Power in

performance, driving, and design research

• Completion of California Design & Technical

Center

2003 • hyundai exceeds 1 million units and USD 10 billion in exports

• Completion of Europe Technical Center

• hyundai is the first to rank No. 1 in Korean Industry

Customer Satisfaction for the 10th consecutive year • hyundai

is the first in the automotive industry to officially proclaim “global
Environmental Management”

• Avanta exceeds 2 million units in production;

Sonata exceeds 2.5 million units in production • Completion of U.S. Design

Center and groundbreaking of proving ground
• Development of world’s first ultra high pressure
hydrogen storage system for fuel cell vehicles

2004 • hyundai breaks national record by exceeding 10 million units in

exports

• Establishment of joint venture plant for commercial

vehicles in
China

• Development of 2nd generation Tucson fuel cell

vehicle •
President Mong-Koo Chung named as Best CEO of 2004 by Business Week

2005 • Click is selected as India’s Best Car of 2005

• Completion of U.S. proving ground, Technical

Center, and plant in Alabama

• Unveiling of the New grandeur, hED-1 at the

geneva

Motor Show

• hyundai is selected as the Official Partner of FIFA

from

to 2014

• hyundai exceeds 1 million units in exports to Africa

and the Middle East • President Mong-Koo
Chung named Best CEO in the
automotive sector by Automotive • hyundai enters 100 Best global Brands

• Completion of eco-friendly Vehicle Recycling

Center 2006 • hyundai Motor group exceeds KW 1
trillion in sales hyundai Motor group selected as
the top Chinese automotive brand

• Launch of construction of 2nd hyundai plant in

Beijing
• hyundai ranks No. 1 in the general brand category
of

J.D. Power’s Initial Quality Study (IQS) index

• hyundai Motor group reaches 6th worldwide in

total production

• hyundai exceeds 1 million units in cumulative

exports to Central and South Americas

• Independent development of world-class V6 diesel

S-engine

• Unveiling of concept cars hellion, Arnejs, genus,

Talus • hyundai
selected among 100 Best global Brands for 2nd consecutive year

Global Presence

Hyundai Motor Company operates a vast network of manufacturing facilities

and sales operations across the globe. Key aspects of Hyundai’s global footprint
include:

• Headquarters: Located in Seoul, South Korea, Hyundai's global

operations are coordinated from this central hub.
• Manufacturing Facilities: Hyundai has production plants in several
strategic locations: o South Korea: Multiple plants, including the Ulsan
plant, which is one of the world’s largest automobile manufacturing
facilities.
o United States: A major manufacturing plant in Montgomery,
Alabama, which produces vehicles for the North American
market. o India: A significant facility in Chennai that serves the
domestic and export markets.
 o Turkey: The Izmit plant, which caters to the European market.
o Russia: A manufacturing plant in St. Petersburg.
o China: Joint ventures with local companies to meet growing
demand in the Chinese market.
• Sales Network: Hyundai has a strong presence in over 200 countries,
with an extensive network of dealerships and service centers.

Product Lineup

Hyundai offers a diverse range of vehicles designed to meet various consumer

needs:

• Sedans: Known for comfort, performance, and technology. Key models

include:
o Elantra: A compact sedan offering advanced features and
efficient performance.
o Sonata: A mid-size sedan with a focus on style and advanced
technology.
• SUVs: Designed for versatility and space. Notable models include:
o Tucson: A compact SUV with a sleek design and modern
features. o Santa Fe: A mid-size SUV offering ample space
and advanced safety features.
o Palisade: A full-size SUV designed for luxury and comfort.
• Luxury: The Genesis brand offers premium vehicles with high-end
features:
o Genesis G80: A luxury sedan known for its refined design and
advanced technology. o Genesis G90: The flagship model
offering top-tier luxury and performance. Electric Vehicles
(EVs): Reflecting Hyundai’s commitment to sustainability:
o Kona Electric: A compact electric SUV offering a practical
range and advanced technology.
 o Ioniq Electric: Part of Hyundai’s dedicated electric vehicle
lineup, featuring modern design and efficiency.

Financial Performance

• Revenue: Hyundai consistently generates substantial revenue, driven by

its broad product range and strong global market presence. The
company’s financial stability is supported by diverse revenue streams
from various regions.
• Profitability: The company’s profitability is influenced by factors such
as production costs, market demand, and global economic conditions.
Hyundai focuses on maintaining operational efficiency and competitive
pricing to enhance profitability.

Key Competitors

Hyundai operates in a competitive landscape with several key rivals, including:

• Toyota: Known for its reputation for reliability and innovation,

particularly in hybrid technology.
• Volkswagen Group: Offers a wide range of brands and focuses on
technological innovation and sustainability.
• Ford Motor Company: Provides a diverse lineup of vehicles with an
emphasis on performance and technological advancements.
• General Motors (GM): A major automaker with a growing focus on
electric and autonomous vehicle technologies.

Innovations and Technologies

Hyundai is at the forefront of several technological advancements in the

automotive industry:
 • Electric and Hybrid Vehicles: Hyundai has made significant strides in
developing electric and hybrid technologies, with models like the Ioniq
Electric and Kona Electric showcasing its commitment to clean energy
and sustainability.
• Autonomous Driving: The company is investing in autonomous driving
technologies to enhance vehicle safety and convenience. Hyundai is
developing advanced driverassistance systems (ADAS) and exploring
fully autonomous driving solutions.
• Connectivity: Hyundai vehicles are equipped with advanced
infotainment systems and smart connectivity features, offering seamless
integration with mobile devices and enhancing the overall driving
experience.

Sustainability and Corporate Responsibility

• Environmental Initiatives: Hyundai is committed to reducing its

environmental impact through the development of eco-friendly
technologies and expanding its electric vehicle lineup. The company’s
efforts include improving fuel efficiency, reducing emissions, and
supporting environmental conservation initiatives.
• Corporate Social Responsibility (CSR): Hyundai engages in various
CSR activities, including community development, education, and
social welfare programs. The company’s CSR initiatives aim to
contribute positively to society and reinforce its corporate reputation.

Challenges and Opportunities

• Challenges: Hyundai faces several challenges, including economic

fluctuations, intense competition, and evolving regulatory requirements.
The company must continuously adapt to these challenges to maintain
its market position.
• Opportunities: Hyundai has significant opportunities for growth,
including expanding its presence in emerging markets, leading
 advancements in electric and autonomous vehicle technologies, and
enhancing its product offerings to meet changing consumer preferences.

Strategic Vision

Hyundai’s strategic vision focuses on:

• Leadership in Sustainable Mobility: Expanding its range of electric

and hybrid vehicles to lead in the transition towards sustainable
transportation.
• Technological Innovation: Advancing autonomous driving and
connectivity technologies to enhance the driving experience and address
future mobility needs.
• Global Expansion: Strengthening its market position through strategic
investments, partnerships, and adaptation to regional market demands.

Conclusion
Hyundai Motor Company has transformed from a regional automotive
manufacturer into a global leader in the automotive industry. With its emphasis
on innovation, quality, and customer satisfaction, Hyundai is well-positioned to
navigate the complexities of the automotive market and capitalize on future
growth opportunities. The company’s commitment to sustainability,
technological advancement, and strategic global expansion continues to drive
its success and shape its future.
CHAPTER- 4
REVIEW OF
LITERATURE
When conducting a review of literature on customer perception, it's essential
to cover several key areas, including the definition of customer perception,
factors influencing it, its importance in business strategy, methods for
measuring perception, and its implications for customer satisfaction and
loyalty. Below is an outline and summary of these topics based on existing
literature.

1. Definition of Customer Perception

• Customer perception refers to the way customers view and interpret a
company's products, services, and overall brand. It is shaped by various
factors, including direct experiences, marketing communications, word-
of-mouth, and social influence.
• Perception is subjective and can vary widely among different customers,
even for the same product or service.

2. Factors Influencing Customer Perception

• Product Quality: High-quality products generally lead to positive
customer perceptions. Conversely, poor quality can result in negative
perceptions.
• Price: Pricing strategies impact perception significantly. A price
perceived as fair enhances value perception, while overly high or low
prices might lead to skepticism or distrust.
• Brand Image: A strong, positive brand image can improve customer
perception. Brand equity, built through consistent messaging and
customer experience, plays a crucial role.
• Customer Service: Interactions with customer service representatives
can shape perceptions. Positive interactions often lead to increased
customer satisfaction, while negative experiences can damage
perception.
• Advertising and Promotions: Marketing communications, including
advertising, promotions, and public relations, influence how customers
perceive a brand. Misleading or overly aggressive marketing can lead to
distrust.
 • Social Proof: Reviews, testimonials, and word-of-mouth significantly
impact customer perception, often more than direct marketing efforts.
• Cultural and Social Influences: Cultural norms, societal values, and
peer influences also shape how customers perceive brands and products.

3. Importance of Customer Perception in Business Strategy

• Brand Loyalty: Positive customer perception is critical for building
brand loyalty. Loyal customers are more likely to repurchase,
recommend the brand, and be less pricesensitive.
• Competitive Advantage: Businesses that manage customer perception
effectively can differentiate themselves from competitors. A favorable
perception can be a significant competitive advantage.
• Customer Satisfaction and Retention: Customer perception is closely
tied to satisfaction. Positive perceptions often lead to higher customer
retention rates.
• Impact on Revenue: Perception directly affects purchasing decisions.
Companies that maintain a positive perception tend to see higher sales
and revenue.

4. Measuring Customer Perception

Surveys and Questionnaires: Direct methods like surveys and
questionnaires are commonly used to gauge customer perception. These
tools can measure satisfaction, brand perception, and overall customer
experience.
• Net Promoter Score (NPS): NPS is a widely used metric that assesses
the likelihood of customers recommending a brand. It serves as a proxy
for customer perception.
• Sentiment Analysis: Analyzing customer feedback, reviews, and social
media mentions using sentiment analysis tools can provide insights into
how customers perceive a brand.
• Focus Groups: These involve small groups of customers discussing
their perceptions of a brand or product in a structured setting, providing
5. Implications for Customer Satisfaction and Loyalty
• Positive Perception and Satisfaction: There is a strong correlation
between positive customer perception and satisfaction. Satisfied
customers are more likely to be loyal, reducing churn rates.
• Negative Perception and Its Consequences: Negative perceptions can
lead to customer dissatisfaction, poor reviews, and a decline in customer
loyalty. It can also result in negative word-of-mouth, which can be
detrimental to a brand.
• Feedback Loops: Companies must actively seek and act on customer
feedback to manage and improve perception. This continuous feedback
loop is crucial for maintaining a positive brand image.

6. Conclusion
The literature on customer perception underscores its importance as a key
determinant of business success. Companies that prioritize
understanding and positively influencing customer perception are better
positioned to foster loyalty, enhance customer satisfaction, and achieve
long-term profitability.

7. Recent Trends
• Digital Transformation: With the rise of e-commerce and social media,
customer perception is increasingly influenced by online interactions
and digital touchpoints.
• Personalization: Personalizing products, services, and communication
is becoming crucial as customers expect more tailored experiences,
which positively influences their perception.
• Corporate Social Responsibility (CSR): Customers are increasingly
valuing ethical and sustainable business practices, which can
significantly impact their perception of a brand.
This outline provides a comprehensive overview of the factors that influence
customer perception and its importance in business strategy. The literature
suggests that companies must continually monitor and manage customer
perception to remain competitive in today's market.
The process of customer perception involves several stages that influence how consumers
interpret and respond to products, services, and brands. Here’s a breakdown of the key
stages in this process:

1. Stimulus Exposure

• Definition: Customers encounter stimuli, such as advertisements, product displays, or

word-of-mouth recommendations.
• Factors Influencing Exposure: Attention-grabbing elements (color, design, location)
and the relevance of the message to the customer’s needs and interests.

2. Attention

• Definition: The stage where customers focus on specific stimuli, filtering out irrelevant
information.
• Influencers: Emotional appeal, novelty, and personal relevance can enhance attention.
Customers are more likely to engage with messages that resonate with their experiences
or aspirations.

3. Interpretation

• Definition: Customers assign meaning to the stimuli based on their previous

experiences, beliefs, and cultural background.
• Cognitive Processes: Involves categorization (placing stimuli into mental categories),
and this stage is influenced by individual biases and expectations.

4. Evaluation

• Definition: Customers assess the product or brand based on the interpretation.

• Criteria: This evaluation can involve various factors, such as perceived quality, price,
brand reputation, and personal values. Positive evaluations lead to favorable attitudes,
while negative evaluations can result in rejection.

5. Memory Formation

• Definition: Information from the evaluation process is stored in memory for future
reference.
 • Types of Memory: This can include episodic memories (specific experiences) and
semantic memories (general knowledge about a brand or product). The stronger the
emotional connection, the more likely it is to be remembered.

6. Behavioral Response

• Definition: Based on their perceptions, customers make decisions and take actions,
such as purchasing, recommending, or avoiding a product.
• Influence on Loyalty: Positive perceptions often lead to repeat purchases and brand
loyalty, while negative perceptions can result in switching behaviors.

7. Post-Purchase Evaluation

• Definition: After the purchase, customers reflect on their experience, which can
reinforce or alter their perceptions.
• Cognitive Dissonance: Customers may experience doubt or regret, particularly if the
product doesn’t meet their expectations. This can lead to changes in future purchasing
behavior or brand perception.

Understanding customer perception offers several advantages for businesses. Here are
some key benefits:

1. Enhanced Customer Satisfaction

• By understanding how customers perceive products and services, businesses can tailor
offerings to better meet expectations, leading to increased satisfaction.

2. Improved Brand Loyalty

• Positive customer perceptions foster emotional connections with brands, encouraging

repeat purchases and long-term loyalty.

3. Targeted Marketing Strategies

• Insights into customer

perceptions help businesses
create more effective marketing
campaigns, ensuring messages
 resonate with the target
audience.

4. Competitive Advantage

• Businesses that understand customer perceptions can differentiate themselves from

competitors, positioning their products or services more effectively in the market.

5. Better Product Development

• Understanding customer feedback and perceptions can guide product improvements

and innovations, ensuring offerings align with consumer desires.

6. Informed Decision-Making

• Businesses can make data-driven decisions based on customer perceptions, enhancing

overall strategy and reducing the risk of failure.

7. Effective Crisis Management

• Awareness of how customers perceive a brand can help companies address negative
perceptions proactively, minimizing damage during crises.

8. Stronger Customer Relationships

• Engaging with customers to understand their perceptions fosters trust and strengthens
relationships, leading to higher levels of engagement.

9. Enhanced Reputation Management

• Understanding public perception helps businesses manage their reputation more

effectively, responding to concerns and reinforcing positive images.

10. Increased Word-of-Mouth Marketing

• Satisfied customers with positive perceptions are more likely to recommend a brand
to others, boosting organic marketing efforts.
 CHAPTER - 5
RESEARCH
METHODOLOGY
 Research
Methodology
Research
Research is a process of systematic inquiry
that entails collection of data;
documentation of critical
information; and analysis and interpretation
of that data/information, in accordance
with suitable methodologies set by specific
professional fields and academic disciplines.

Research is defined as careful consideration of study regarding a particular

concernor problem using scientific methods.

According to the American sociologist Earl Robert Babbie,

“research is a systematic inquiry to describe, explain, predict,
and control the observed phenomenon. It involves inductive
and deductive methods.”

Inductive research methods analyse an observed event, while

deductive methods verify the observed event. Inductive
approaches are associated with qualitative research, and
deductive methods are more commonly associated with
quantitative analysis.

 Research is an art of scientific investigation.

 Systematized effort to gain new knowledge.

 It is a voyage of discovery.
Research is conducted with a purpose to:

• Identify potential and new customers • Understand existing customers • Set

pragmatic goals • Develop productive market strategies

• Address business challenges

• Put together a business expansion plan

• Identify new business opportunities

RESEARCH DESIGN

“A research design is the arrangement of condition for

collection & analysing of data in a manner that aims to
combine relevance to the research purpose with economy
in procures."

 “Research design is the framework or the blueprint or

foundation for conducting the research project”
 “Research design is the conceptual structure within
which research IS conduct edits Constitutes The blueprint for
the collection ,measurement and analysis of data”

 Types of research design

 Exploratory design  Descriptive design  Experimental
design  Causal design  Applied design  Others

(A) DESCRIPTIVERESEARCH

A descriptive study undertaken in order to ascertain and be

able to describe the characteristics of variables of interest in
a situation. Quite frequently, descriptivestudie
sareundertakeni nan organizations to learn about and
describe the characteristics of a group of employees, as for
example, the age, educational level, job status, and length of
service.
(B) EXPLORATORYRESEARCH

Exploratory studies are conducted to clarify the

ambiguous problems. Ambiguity means that the nature
of problem to be solved is unclear. Management may
have discovered general problems, but research
is needed to gain better
understanding of the dimensions .Exploratory
research is conducted with the expectation that
subsequent re search will be required to provide
conclusive evidence.

(C) EXPERIMENTAL DESIGN

Experimental research studies arc those where the researcher test the
hypothesis of casual relationships between variables.

(D) CAUSAL RESEARCH

The main purpose is causal research is to identify the
cause and effect relationship between variables. In causal
studies it is typical to have an expectation of the
relationship to be explained, such as predicting the
influence of price, packaging, advertising and the like, on
sales. Thus, the researchers must be knowledgeable
about the research subject.
 (E)APPLIEDRESEARCH
Appliedresearchisconductedwhenadecisionistobemadeaboutaspeci
ficreallikeproblem. Applied research aims at finding solutions for
an immediate problem facing a business organization.

STEPS IN RESEARCH PROCESS

Following are the stages of business research process:

 Defining the problem

 Planning a research design

 Planning as ample

 Collecting data

 Analysing the data

 Formulating the conclusions and preparing the report

SAMPLING TECHNIQUE

SAMPLE DESIGN
The sample design provides information on the target
information and final sample sizes. I have used conveyed
convenient sampling surveyed in research.

METHOD OF SAMPLING

Convenient sampling is used to do sampling.

SAMPLE SIZE
Sample size refers to the numbers of respondents researcher have
selected for the survey. I have selected 100 respondents.

DATA COLLECTION METHOD

Both primary and secondary data were collected to meet the objective.
Source of Data

(a) Primary Data:

 Primary the data which is collected for the first

time. It is collected from the source of origin

 For primary data collection questionnaire was

framed
considering certain

 Factors like manpower planning, recruitment

sources, selection method.
 A copy of questionnaire is also attached in the
Annexure. Questionnaire method is being
followed and was preferred over interview
method

 Because:-

 It is more economical

 This method can cover

wider areas.

 This method is original and

therefore very
reliable.

 Respondents feel more

comfortable while

answering the 

Questions asked

(b) Secondary Data:

  The secondary data are those which are already
in existence and which have been collected for
some other purpose.
 The secondary data can be collected from the
following
sources:-

 Company Reports.

 Pamphlets.

 Magazines.

 Personnel Department.

 Hooks on communication

NEED OF THE STUDY

In today’s intensely competitive, rapidly changing
& highly complex business environment
characterized by diminishing customer loyalty, the
need to be market focused & customer centric is
more critical than any other time in past. Firms use
technology as a key tool to enhance the information
flow within their business units, helping their
employees better understand the ever changing and
increasing need and wants of their customers.
So it is important to know advertisement and sales
strategy towards our product because An
advertising and sales strategy is a plan to reach and
persuade a customer to buy a product or a service.
Your strategies of advertising and sales require
creative thinking and testing. ...

The steps in developing an advertising and sales strategy include:

Identifying the target audience.
OBJECTIVES OF THE STUDY

 To get a practical outlook about theories learnt during the

academic year.

 To get knowledge of the present on going in consumer

behaviour.

 To study the strength and weakness of the companies.

 To assess the customers, need in terms of IT service.

SCOPE OF THE STUDY

The study has been done for information technology

industry understanding the advertisement and sales
strategy perception towards the IT market. The study can
help in analysing certain weak point, improving on
which a company can overcome the low earn profit. At
the later stages of research, a customer survey was
included to understand the impact of advertisement and
sales strategy.

LIMITATIONS OF THE STUDY

 Due to time and monetary constraints it may not be able to

go deeper into the research.

 Sample size taken was 100 respondents, the result might

have varied if there had been a larger sample size.

 It is very much possible that some of the respondents may

have given the incorrect information.

It is my first attempt to undertake such a study , thus the inexperience is

also an obstacle to accomplish the project in a proper way
 CHAPTER - 6
DATA
ANALYSIS AND
INTERPRETATION
 Q1. From which of the following group you belongs to ?
Table No. 1

TABLE SHOWING THE GROUP.

From

53

STUDENT

GOVERNMENT SERVICE 13

BUSINESSMEN 34

TOTAL 100

INTERPRETATION:

The above chart presents that out of 100 respondents, 53 respondents are from
student background, 13 respondents are involved in government services and
the remaining 34 respondents had their own busines
From this now I have clear picture of which type of people had been chosen, so it
would be easier for me to observe the perception of the consumers towards
automobiles companies.

2. least do you think it worth the value of money you spent on it

TABLE NO. 2

Response Percentage

YES 70%

NO 30%

Percentage

30%

70% YES
NO

INTERPRETATION:

From the above table interpreted that 70% responded yes

and 30% as No.

3.Why you are giving first preference to buy a Hyundai while

buying a small car
 TABLE NO.3

Response Percentage

Good Facility 50%

Good Quality 30%

Better Mileage 20%

Percentage

20%
Good Facility
50% Good Quality
Better Mileage
30%

INTERPRETATION:

From the above table interpreted that 50% responded Good

Facility ,30% responded Good Quality and 20% as Better
Mileage.

4.Which promotional media influencing you to buy a small car

TABLE NO.4
 Response Percentage

Broadcasting 30%

Product Demonstration 25%

Word of mouth 21%

Publication 24%

Percentag

2%
3%
Broadcastin
Product
Word of
Publicatio
2%
2%

INTERPRETATION:

From the above table interpreted that 30% respondedBroadcasting,25% as Product

Demonstration,21% as Word of mouth and 24% as Publication

5.What do you think about the design and style of Hyundai

TABLE NO.5

Response Percentage

Average 17%

Good 50%

Excellent 33%
 Percentage

17%
33%
Average
50% Good
Excellent

INTERPRETATION:

From the above table interpreted that 45% responded Good ,40%
responded Excellent and 15% responded Average.

6.How was the knowledge and behavior of sale consultant during the
year ?

TABLE NO. 6

Response Percentage

Average 15%

Good 60%

Excellent 15%
 Percentage

15% 15%

Average
Good
Excellent

60%

INTERPRETATION:

From the above table interpreted that 60% responded Good

,25% responded Excellent and 15%responded A

7.Was the paper work fast, easy and

clearly explained? TABLE NO.7

Response Percentage

YES 96%

NO 4%
 INTERPRETATION:

From the above table interpreted that 96% respondedas yes and 4%
as no.

8 .Was the car delivered on time with all commitment fulfilled

TABLE NO.8
Response Percentage

YES 96%

NO 4%
 Percentage
120%

100% 96%

80%

60%
Percentage
40%

20%
4%
0%
YES NO

INTERPRETATION:

From the above table interpreted that 96% responded as yes and 4% as

9.Were the post sales follow up down regularly

TABLE NO.9

Response Percentage

Average 31%

Good 46%

Excellent 23%
 Percentage

23%
31 %
Average
Good
Excellent

46%

INTERPRETATION:

From the above table interpreted that 46% responded Good ,23%
responded Excellent and 31% responded Avera

10.Was the response to your complaints quick, if any.

TABLE NO.10

Response Percentage

Average 15%

Good 50%

Excellent 35%
 Percentage

15%

35%

Average
Good
Excellent
50%

INTERPRETATION:

From the above table interpreted that 50% responded Good ,35%
responded Excellent and 15% responded Average.
 CHAPTER - 7

CONCLUSION AND SUGGESTION

 CONCLUSIONS AND SUGGESTIONS

CONCLUSION :

The following findings are drawn on the basis of field survey conducted by
Researcher.

1. The average age group of car customers is 42 years, Most of the

customers are service mens following with business men's,
professionals and From other category of work. Out of the total
customers male customers are the dominant customer in the market.

2. The Car Customers has approached towards the dealer due to dealer's
marketing officials positive response towards customers who
followed customers very keenly and effectively. The Advertisement
of the car by brand ambassador of a company affected over the
customers mind. E.g. Shaharukh Khans Advertisement of Santro Car
has positively affects on the customers.

3. The Dealership Officials retains Friendly Relations with the

prospective customers due to which mouth publicity of the dealer
spread out in the market.

4. Most of the customers brought the vehicle by own money while

some of them brought by credit money. The Dealership officials
helped customers in case of banking loan.

5. Most of the customers has own Santro Model of Hyundai because of

competitive prices and comfort other than any other company's car
model. The middleclass customers uses the Santro, i10, and Getz
model while rich class customer uses Verna Model.

6. The Maximum customer drives the cars own self, Most of the
customers feels the excellent performance of the vehicle.

7. Most of the customers have not received any intimation or reminder

for service of their vehicle.
 8. Most of the customer attended politely by the dealership officials
when they visited to the workshop.

9. Most of the customer's vehicle complaints understood by the

dealership officials every time when they visited to the workshop.

10. Most of the customer got their vehicle cleaned some times at the time
of delivery.

l l . Maximum Customers received a call from workshop about asking the

performance of the vehicle after service.

12. Most of the customers received information regarding

Value Added Services during the service of vehicle and received information
regarding Extended Warranty during visit to workshop while To most of the
customers informed regarding free checkup camps conducted by the dealership
officials.

13. The total customers feelings towards the dealer with respect to
Relationships and Communication.

14. The Dealer of the Hyundai Motor Retains relationship with customers
though giving free gifts, gift vouchers, coupons and Wishing messages.

15. Most of the customers are satisfied the overall services and relationships
of the dealer.

SUGESTIONS-:

l . The Dealer of the Hyundai need to become more Sensible towards

customers, Occasionally contact be maintained.

2. The Dealer should keep all the models of the cars in the Showroom for
the prospective buyers.

3. The Dealer should Employ more personnel, so that the buyer/customer

need not wait.

4. The Dealership officials generally follow the customers promptly before

purchase of the car but they haven't give proper attention towards the
 after sales customer that's why the dealer should give the response to the
past customers.

5. Dealer should tell about the different types of vehicle schemes to the
customer time to time.

6. Dealership Officials should give the necessary basic information about

the maintenance and cleanliness of the car to the customers. 7. Dealer
Should contact or to keep relations with the customers after Enquiry of
the customers before purchasing car.

8. The Dealer should give concessions to the past customers whose

warranty period is ended due to which past customers will bring their
vehicle in the authorized Workshops.

9. The Dealership officials give the reminder or intimation for the service
of the vehicle.

10. The Dealership officials should try to keep vehicle ready At the
promised time as soon as possible.

11. The Dealership officials retain customers feelings with Respect to

relationship, communication, response to the Customers queries by
providing different types of Services .
CHAPTER - 8

ANNEXURE
*BIBLOGRAPHY
*REFERENCE
ONLINE RESEARCH:
• WIKIPEDIA
• HYUNDAI COMPANY PDF

• FUNDAMENTAL STRUCTURE OF ORGANIZATION

PDF FILE .
• OFFICIAL BOARD.COM(ORGANIZATION CHART)

BOOKS AND AUTHOR NAME

 Christopher lovelock , Joehen Writz , jayantta chatterji , service marketing.

 Philips kottler , kevien lane keller marketing management.
REFERENCE :
Hyundai Motor Group Executive Vice Chairman
Explores Cooperation Opportunities with Indonesian
President
• EVC Euisun Chung meets Indonesian President and top
government officials in Jakarta
• Hyundai Motor Group eyes Indonesia as hub to expand presence
in

Southeast Asia • No decision made on new plant in Indonesia

SEOUL, July 25, 2019 — Hyundai Motor Group’s Executive Vice

Chairman (EVC) Euisun Chung met with President Joko Widodo of the
Republic of Indonesia today at the Merdeka Palace in Jakarta to discuss
opportunities for cooperation.

The meeting took place during EVC Chung’s trip to Southeast Asia and was
attended by top Indonesian government officials, including Airlangga Hartarto,
the Minister of Industry, and Thomas Lembong, Head of Investment
Coordinating Board of Indonesia.

President Widodo touted Hyundai Motor for being progressive and expressed
anticipation for possible future cooperation, offering full support when it enters
the Indonesian market.

“I sincerely appreciate the interest of President Widodo and the Indonesian

government. Indonesia has been a challenging market, so it is very encouraging
to have this support,” said EVC Chung. “Rather than merely selling more cars,
we will find innovative ways to satisfy Indonesian customers with the right
products, services, and future technologies.”

During the visit, EVC Chung met with top government officials, including the
Minister of StateOwned Enterprises and the Coordinating Minister for Maritime
Affairs, as well as key business leaders to exchange ideas about mutual
cooperation.

His itinerary also included a dinner meeting with local college students to learn
about the lifestyles of young Indonesians.

Indonesia has the biggest automobile market in Southeast Asia, with industry
demand growing 4.4% year-over-year to nearly 1.05 million units in 2018. The
government named automotive industry one of the top five priority sectors in
its “Making Indonesia 4.0” roadmap, while also actively seeking foreign
investment.

At the G20 Osaka Summit 2019 in June, the governments of Korea and
Indonesia agreed to strengthen economic cooperation to create new growth
engines, acknowledging automotive, infrastructure, and defense as key sectors
that are already making progress.

Hyundai Motor has been stepping up efforts to tap into the potential-filled
markets of Southeast Asia with Indonesia as the hub, but the decision has not
been finalized on whether a local plant will be built there for automotive
vehicles. Under its partnership with Grab, Southeast Asia’s leading mobility
service provider, Hyundai Motor supplied Kona Electric for ride-hailing
services and this pilot project will be expanded to Indonesia and other countries
in the region.