A STUDY ON CUSTOMER SATISFACTION AT

HYUNDAI MOTORS LTD

Submitted in partial fulfillment of the requirements

for the award of the degree of

Bachelor of Business Administration (BBA)

To

Submitted to: Submitted by:

Dr. Simran Jeet Kaur Saksham Jain
BBA 6th sem
Roll No.: 12615101721

Guru Gobind Singh Indraprastha University, Delhi

Management Education and Research Institute

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 ACKNOWLEDGEMENT

This dissertation has been a great learning experience in valuable source of knowledge and
information for me, which was only possible through the guidance and help of some eminent
people, to whom I would like to, render my deepest appreciation and regards.

I like to thank the guide Dr. Simran Jeet Kaur, and other faculty members without whom this
experience would have been a distant reality.

I am really thankful to faculty of management department of Guru Gobind Singh Indraprastha

University, Delhi for providing platform which helped me to structure my dissertation project.

Last but not the least I present my heartfelt thanks to my family, Friends and well-wishers for
their help and support.

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 DECLARATION

I hereby declare that this Major Project Report titled A study on customer satisfaction at
Hyundai motors Ltd submitted to JIMS, Rohini Delhi, is a bonafide work undertaken by me
and has not been submitted to any other University or Institution for the award of any degree
diploma / certificate or published any time before.

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 TABLE OF CONTENST

1. About Customer Satisfaction

2. Introduction of organization

3. Brief history of the organization

4. Organization Performance

5. Organization products/services

6. Introduction of problem

7. Object of study

8. Literature review

9. Scope of study

10. Research Methodology

11. Data Presentation

12. Results & Findings

13. Limitation

14. Conclusion

15. Suggestion

16. Annexure

17. Bibliography

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 ABOUT CUSTOMER SATISFACTION:

Customer satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four of a Balanced Scorecard. In a competitive marketplace where
businesses compete for customers, customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy. However, the importance of
customer satisfaction diminishes when a firm has increased bargaining power. For example, cell
phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly,
where only a few suppliers of a certain product or service exist. As such, many cell phone plan
contracts have a lot of fine print with provisions that they would never get away if there were,
say, a hundred cell phone plan providers, because customer satisfaction would be way too low,
and customers would easily have the option of leaving for a better contract offer. There is a
substantial body of empirical literature that establishes the benefits of customer satisfaction for
firms.

A. Introduction of the Topic

Although companies conduct customer satisfaction research for various reasons, the overall goal
is to help them “stay as close to their customers as humanly possible.”60 Many leading edge
companies and research firms focus on obtaining useful feedback from customers and clients and
converting it into “actionable” steps to improve their performance. Some want feedback from
customers about existing or new products and services. Others want to know how to target their
resources on issues of concern to customers. Still others want to demonstrate a commitment to
listening to their customers. As a by-product, customer feedback can provide actual examples of
good and bad practices for employee training and continuous improvement efforts. The
organization’s objectives define what it wants to learn from customers and guides how the
information is collected. Experts advise that first defining measurable objectives will allow
organizations to “learn the effectiveness of your survey, and it will help you in reinvesting the
information you learned.”62 In general, the research focus is how reliably the organization
fulfills customer satisfaction and what can be done to improve. “The most active verb when you
speak in the vocabulary of customer satisfaction is to improve.” How frequently an organization
measures customer satisfaction depends on the nature of its service and what it wants to gain. For
instance, if customers make daily decisions about the services offered, frequent measurement is

5
appropriate. Many consumer product and service companies need this type of day-to-day or
weekly information.
The National Performance Review (NPR) found that “best-in-business” organizations solicit
feedback from customers before, during, and after service. The methods chosen for measuring
customer satisfaction depend on customer characteristics, time availability, costs, and the
information an organization hopes to gather. Many of the top performing companies identified
by the NPR used sophisticated market research techniques: “Feedback was obtained through
customer focus groups, customer usage and attitude surveys, supplier and partner surveys, and
detailed telephone, mail, and personal interviews. In one case, thousands of customer surveys
were mailed out each week. Another company maintained a detailed database containing all
pertinent facts about its customers’ requirements.”65 Common methods of gathering customer
satisfaction information in the commercial world include 1-800 numbers, comment cards,
telephone surveys, mail-based surveys, focus groups, group interviews, and direct contact
between customers and employees. Recently, online surveys—through pop-up windows, links,
or email invitations—have become popular with many companies. Each method or combination
of methods has advantages and disadvantages. This section describes five strategies for customer
satisfaction research an improvement.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers. [2] Measuring
customer satisfaction provides an indication of how successful the organization is at providing
products and/or services to the marketplace. Customer satisfaction is an abstract concept and the
actual manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a number of both
psychological and physical variables which correlate with satisfaction behaviors such as return
and recommend rate. The level of satisfaction can also vary depending on other factors the
customer, such as other products against which the customer can compare the organization's
products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988
delivered SERVQUAL which provides the basis for the measurement of customer satisfaction
with a service by using the gap between the customer's expectation of performance and their
perceived experience of performance. This provides the researcher with a satisfaction "gap"
which is semi-quantitative in nature. Cronin and Taylor extended the disconfirmation theory by
combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures

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(perception and expectation) into a single measurement of performance relative to expectation.
The usual measures of customer satisfaction involve a survey[4] with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement in terms of their
perception and expectation of performance of the service being measured.

Methodologies

American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction.

Academic research has shown that the national ACSI score is a strong predictor of Gross
Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption
Expenditure (PCE) growth. On the microeconomic level, research has shown that ACSI data
predicts stock market performance, both for market indices and for individually traded
companies. Increasing ACSI scores has been shown to predict loyalty, word-of-mouth
recommendations, and purchase behavior. The ACSI measures customer satisfaction annually for
more than 200 companies in 43 industries and 10 economic sectors. In addition to quarterly
reports, the ACSI methodology can be applied to private sector companies and government
agencies in order to improve loyalty and purchase intent. Two companies have been licensed to
apply the methodology of the ACSI for both the private and public sector: CFI Group, Inc.
applies the methodology of the ACSI offline, and Foresee Results applies the ACSI to websites
and other online initiatives. ASCI scores have also been calculated by independent researchers,
for example, for the mobile phones sector,[5] higher education,[6] and electronic mail. The Kano
model is a theory of product development and customer satisfaction developed in the 1980s by
Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, One-
Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the
product attributes which are perceived to be important to customers. Kano also produced a
methodology for mapping consumer responses to questionnaires onto his model.

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 INTRODUCTION

Hyundai is a car company that was founded in 1967 by Chung Ju-Yung in South Korea and
partnered with Ford Motor Comp any to produce the Cortina in 1968. Hyundai is present in 19 6
countries and has dealership of 6,000 all over the world. It has 45 affiliated domestic companie
Introduction of organization
s
and 254 overseas companies in 200 countries. Hyundai is the leading exporter of cars from India
exporting 55,552 units. Domestic sales grew 23.1 percent in 2013 but exports, fell by 8.5
percent. The company sold 4.6 million vehicles in 2013-14 all over the world.
In India, Hyundai sells 6 models of passenger cars across segments. The A2 segment includes
the EON; i10; the i20 and the A3 segment includes the Xcentand Verna, the A5 segment
includes the SONATA and the SUV segment includes the CRETA; the SANTA FE. Hyundai
Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company, South
Korea and is the second largest car manufacturer and the largest passenger car exporter from
India. HMIL presently markets 34 variants of passenger cars across seven models. The Santro in
the B segment, Eon, i10 and the Premium hatchback i20 in the B+ segment, the Accent and the
Verna in the C segment, the Sonata in the E segment and the Santa fe in the SUV segment.
Hyundai Motor India Ltd, continuing with its tradition of being the fastest growing passenger car
manufacturer, registered total sales of 489,328 vehicles in the calendar year (CY) 2012, an
increase of 49.6 percent over CY 2013. In the domestic market it clocked a growth of 22.4
percent with 245387 units in 2012, while overseas sales grew by 92.5 percent, with exports
accounting for 243,931 units in 2012.

• New Technologies
Pristine natural environment is a birthright and is perhaps the most important legacy we can
bequeath to our children and future generations. Our efforts to develop 'greener' technologies are
unrelenting as we seek new ways to protect the planet from further environmental damage. The
company is placing increasingly greater effort on the development of environment-friendly
power plants which are powered by a variety of alternative fuels and which emit less pollution
than conventional combustion engines.

• Future car development

8
 Hyundai Motor Company's ambition to become one of the top five global automakers
would be impossible to achieve without continuous investment into the development of future-
oriented concept cars that have come to serve as barometers of competitiveness, technology and
creativity.
HMIL's fully integrated state-of-the-art manufacturing plant near Chennai boasts of the most
advanced production, quality and testing capabilities in the country. In continuation of its
commitment to provide the Indian customer with global technology, HMIL commissioned its
second plant in February 2010 which produces an additional 300,000 units per annum, raising
HMIL's total production capacity to 600,000 units per annum.
HMIL has invested to expand capacity in line with its positioning as HMC's global export
hub for compact cars. Apart from the expansion of production capacity, HMIL currently has 272
strong dealer networks across India, which will be further bolstered in 2010.
In 2008, HMIL also successfully completed 10 glorious years of operations in India and to
commemorate its achievements, initiated a unique trans-continental drive from Delhi to Paris in
two of its hugely popular i10 Kappa cars. The drive created automobile history by completing a
distance of 10,000km in just 17 days after which the i10s were showcased at the Paris Motor
Show in October. In fact it was at the Paris Motor Show that HMIL first unveiled the Hyundai
i20 and the car received a phenomenal response from the auto enthusiasts across the world.
Hyundai Motor India also accomplished the landmark of producing the fastest 20th lakh cars in
India in 2008.
Like 2009, the year 2010 had also been a significant year for Hyundai Motor India. It achieved a
significant milestone by rolling out the fastest 400,000th export car. Hyundai exported to over 95
countries globally; even as it plans to continue its thrust in existing export markets, it is gearing
up to step up its foray into new markets. 2007 also saw the launch of the i10 and yet another
path-breaking record in its young journey by rolling out the fastest 1,500,000th car.

Hyundai's new model i10 made a clean sweep of all the 'Car of the Year 2008' awards from the
leading automotive magazines and TV channels like BS Motoring, CNBC-TV18 AutoCar,
NDTV Profit Car & Bike India and Overdrive magazine. The i10 was also the choice of the
discerning automotive media of the country as they conferred the prestigious 'Indian Car of the
Year' (ICOTY) award to the i10 as well.
In 2012, the Hyundai Verna had also bagged some of the most prestigious awards starting with
the Overdrive magazine’s ‘Car of the Year 2007’, the ‘Best Mid-size Car of the Year’ award

9
from NDTV Profit Car & Bike India, the ‘Best Value for Money Car’ from CNBC Autocar and
'Performance Car of the Year' from Business Standard Motoring.
Not only this, HMIL has also been awarded the benchmark ISO 14001 certification for its
sustainable environment management practices.

Fig.-1
Quality brand power. These are the two priorities for Hyundai Motor Company as it prepares
for the future. No longer content to follow and learn, Hyundai is now seeking to lead the motor
industry in shaping the evolution of motor vehicles. With Hyundai's publicly stated goal of
becoming one of the top five carmakers in the world by 2010, the Hyundai brand will require
careful repositioning. Management realizes that achieving this goal will require strong
determination, resolve but, above all, stronger public confidence in the Hyundai name.
By active implementation of four management policies in 2004, Hyundai will accelerate
the speed of development. First, Hyundai will step up global management by establishing local
support systems across the globe to maintain momentum as a growing global player, expand
overseas manufacturing bases and raise R&D capabilities above the industry standard.
Secondly, by repositioning its brand identity to be known as a maker of refined and elegant
automobiles Hyundai will enhance its brand value. And by improving its product development
system Hyundai will maximize the company is value.
Thirdly, Hyundai will maintain its sustainable management capabilities. Hyundai will devote
itself to fulfilling social responsibilities as a global carmaker by development safer and more

10
environmentally friendly vehicles while respecting fundamental values, striving for ethical
management and expanding contributions to social causes.

SERVQUAL or RATER is a service-quality framework that has been incorporated into

customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer) to
indicate the gap between customer expectations and experience.
J.D. Power and Associates provides another measure of customer satisfaction, known for its top-
box approach and automotive industry rankings. J.D. Power and Associates' marketing research
consists primarily of consumer surveys and is publicly known for the value of its product awards.
Other research and consulting firms have customer satisfaction solutions as well. These include
A.T. Kearney's Customer Satisfaction Audit process, which incorporates the Stages of
Excellence framework and which helps define a company’s status against eight critically
identified dimensions.
For Business to Business (B2B) surveys there is the Info Quest box. This has been used
internationally since 1989 on more than 110,000 surveys (Nov '09) with an average response rate
of 72.74%. The box is targeted at "the most important" customers and avoids the need for a
blanket survey.

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 COMPANY PROFILE

Company History
• In 1967 the company was established and in 1968 it launched the Cortina, the first car it
mass produced.
• In 1975, the Pony was launched with technology provided by Mitsubishi Motors.
• In 1991, the company developed its first proprietary gas engine – the Alpha.
• In 2002, Hyundai launched the Elantra which was manufactured in China.
• In 2004, Hyundai Motor exceeded 10 million units in exports and in 2003 Hyundai India
produced over 500,000 units of cars.
• In 2005, Hyundai's exports to Africa and the Middle East exceeded 1 million units.
• In 2006, Hyundai exceeded 100 trillion in sales all over the world.
• In 2008, Beijing Hyundai set a record of sales of 1 million cars. India Hyundai sets a
record of 500,000 export cars. Hyundai completed the manufacture of a second plant in Beijing
which led to a manufacturing capacity of 300,000 units.
• In 2009, Hyundai participated as a sponsor for the US Super Bowl. The Super Bowl is a
national championship game of the National Football League, the biggest Football League in
the United States. The Super Bowl is played on a Super Bowl Sunday - which is a national
holiday in America.

Company Founder(s)
Hyundai was founded by Chung Ju-Yung, a South Korean, who was born in a poor family in
1915 and was the eldest of eight children of poor tenant farmers in Asans, Tongchon. Ju-Yung
had eight sons and a daughter. Ju-Yung supported himself by peddling rice for a Seoul vendor
and later purchased the rice shop in 1937. His company was shutdown when the Japanese made
it illegal for Koreans to own rice shops.
After his rice shop closed, Ju-Yung opened three initiatives: the Hyundai auto service, the
Hyundai construction company and Hyundai heavy industries. Hyundai Auto Service was a car
repair shop that he opened with the help of his brother. Mr. Ju-Yung also secured several
construction projects and by 1960 Hyundai had emerged as Korea’s No. 1 construction company.
Ju-Yung received many business orders as a result of his well-wisher Park Chings who supported
him seeing his hard work, tenacity and perseverance.

12
 Ju-Yung also established a ship building business called Hyundai Heavy Industries.
Ju-Yung built the following companies: Hyundai Engineering (construction), Hyundai Motors
(automobiles), Hyundai Merchant Marine (shipping) and oil interests and Hyundai Electronics
(computer chips). Ju-Yung used the profits he gained in these companies in order to build
hospitals, schools and apartments for Hyundai workers.
Ju-Yung died in 2001 due to a bout of pneumonia.

Company Milestones
• 1996: Hyundai Motor India Limited was established at its first plant near Chennai.
• 1998: the first Santro was produced.
• 2000: Hyundai launched its 100,000th car from Chennai. It also launched the Zip drive.
Santro crossed 100,000 cars in sales and exported 760 Accents and Santro cars to Algeria.
• 2001: The 200,000th car was rolled out. The new look hatchback Santro and luxury
sedan Sonata were launched.
• 2002: the 1.1 litre E-Epsilon engine was launched globally. In 2002, the 300,000th car of
Hyundai was launched with the launch of the Accent Viva. The Santro Automatic Transmission
as well as the Accent CRDiwere launched.
• 2003: Hyundai started exports to Latin America. It rolled out the 400,000th car. It started
exporting the Santro Xing and SUV Terracan in the same year.
• 2004: Hyundai Motors India Limited crossed sales figure of 100,000 in the export
market.
• 2005: Santro became known as the largest selling car of Hyundai. Hyundai launched the
SUV Tuscon. It also launched the Global Dealer Management System. This was a great
“launch” year for Hyundai as it launched the Santro Xing with e-RLX technology, the Sonata,
and the export version of its Getz car – the GLE. It also exported its 200,000th car overseas.
• 2006: Hyundai launched its 1, 000,000 car and also launched the HMIL Foundation. It
launched both the Hyundai Verna – in Petrol and Diesel. It exported its 300,000th car.
• 2007: the company launched the Getz Prime, Verna CRDiSx, the Sonata CRDi
Automatic, theSantro CNG and exported its 400,000th car.
• 2008: Hyundai inaugurated its 2nd plant in Chennai, and launched the following cars: i10
with the Kappa engine, Santro Eco and the i20 hatchback.

13
 • 2009: Hyundai launched many cars- the new Sonata Transform, the new Verna Diesel
Automatic, and the i10.
• 2010: Hyundai launched the i10 electric car in India. This was the year it had 10 lakh car
exports, launched the Verna transform, had 30 lakh sales, including 20 lakh domestic sales. It
also launched the all new next Generation i10, and the Santa Fe.
• 2011: New Fluidic Verna wins the 'Reader's Choice Mid-size Car of the Year' at Top
Gear Awards 2011.
• 2012: The All New Sonata Launched at the New Delhi Auto Expo 2012 and Eon has
been awarded the prestigious 'Entry-Level Hatchback Of The Year'
2013
 World Rally Championship (WRC) Team launched
 Launch of Grandeur Hybrid
 No.2 in Autobild’s (Germany) 2013 Quality Satisfaction Report
 i10 awarded Indian Car of the Year 2014
 Beijing Hyundai sales in China surpass 1 million units / year
 Launch of All-new Genesis
 Two Hyundai models ranked highest in the Residual Value Awards in the U.S.
 Ranked Most Valuable Car Brand in the U.S.
 Launch of New i20 at the International Automobile Ausstellung
 ix35 (Tucson) fuel cell electric vehicles supplied to the City of Copenhagen
 Hyundai’s Centennial named Best Luxury Full-Sized Car for 2 years in a row
 Genesis ranked No.1 in Vehicle Satisfaction Awards (Auto Pacific) - Aspirational Luxury
Car in the U.S.
 Launch of MISTRA at the 2013 Shanghai International Automobile Industry Exhibition
 Sonata ranked Most Dependable Midsize Car in the U.S.
 World’s 1st mass production of ix35 (Tucson) fuel cell electric vehicles
 Santa Fe selected as the 2013 Canadian Utility Vehicle of the Year
 Unveiling of HCD-14, premium sports sedan concept car at the North American
International Auto Show
 Unveiling of HND-6, next generation smart car concept car at the CES
 Named No.1 brand and No.1 car in 4 vehicle categories (Equus, Genesis Coupe, etc.) in
Strategic Vision’s Total Value Awards
 Launch of Maxcruz

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 Cumulative sales in the U.S. surpass 8 million units
 Launch of Hyundai Motorsport

Unveiling of electronically controlled AWD HTRAC

Cumulative production by HMI surpass 5 million units

2014
 All-new Genesis wins the 2014 iF Design Award
 All-new Genesis and i10 win the Red Dot Design Award
 Unveiling of HED-9 Intrado at the Geneva International Motor Show
 Launch of the All-new Sonata

All-new Genesis wins the highest safety score in NHTSA history

Established Hyundai Motorstudio Seoul

Official sponsor of the 2014 FIFA World Cup Brazil

Cumulative production by HAOS surpasses 1 million units


Participation of i20 in the WRC, achieving 1st place in Rally Deutschland

 Unveiling of new i20 for Europe

 Official sponsor of the 2014 Incheon Asian Games
 Selected as one of the top 40 Global Brands
 Cumulative global sales of Avante (Elantra) surpass 10 million
 units Genesis ranked highest in the Residual Value Awards in the
 U.S. i20 awarded ‘Indian Car of the Year’

Launch of new Sonata Hybrid
Tucson (ix35) Fuel Cell engine named ‘10 Best Engines Winners’ by Ward’s Auto

2015

Unveiling of Sonata Plug-in Hybrid

Established Hyundai Motorstudio Moscow

Participation of i20 in the WRC, achieving 2nd place in the Rally Sweden


Launch of Sonata Turbo

 Launch of All-new Tucson

 Launch of mid-duty truck, All-new Mighty
 Demonstration of zero emission fuel cell electric bus
 Cumulative production by HMI surpasses 6 million units
Launch of All-new Elantra
Unveiling of High-Performance ‘N’ at Frankfurt Motor Show

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 Cumulative sales in the U.S. surpass 10 million units
 Cumulative production in Russia surpasses 1 million units
 Launch of global luxury brand ‘Genesis’
 Hyundai Sonata Plug-in Hybrid named to Wards 10 Best Engines
 Launch of Genesis G90
2016
 Launched IONIQ eco-friendly hybrid car model
 Introduced Project IONIQ future mobility innovation program
 Announced connected car development strategy
 Began sales of Genesis G80 model
 Opened Hyundai Motorstudio Hanam
 Ranked thirty-fifth in Interbrand ranking of global brands
 Completed construction of plant in Cangzhou, China
 Launched Genesis G80 sports model
 Signed agreement for construction of big data center in Guizhou Province, China
 Total exports over forty-year period reached 23,630,000
 Completed construction of plant in Cangzhou, China
 Launched Genesis G80 sports model
 Signed agreement for construction of big data center in Guizhou Province, China
 Total exports over forty-year period reached 23,630,000
 1.4L turbocharged DOHC 4-cylinder motor included in Ward’s 10 Best Engines
 IONIQ EV car model underwent daytime and night-time test driving trials in Las Vegas
2017
 Announced three directions for future mobility at CES 2017
 Formed alliance for development of fuel cell cars with twelve global players
 Launched IONIQ Plug-in model
 Unveiled Fuel Cell Electric Vehicle Concept
 Launched Sonata New Rise model
 Launched new Grandeur Hybrid model
 Unveiled Genesis GV80 concept model
 i30 N competed in ADAC Zurich twenty-four-hour race
 Collaborated with Baidu, largest Internet service provider in China
 Launched Sonata New Rise Plug-In Hybrid model
 Developed server-type voice recognition technology

16
 Began production at plant in China
 Unveiled next-generation FCEV model
 Unveiled i30 N, first high-performance N model
 Launched Genesis G70 model
 Opened Hyundai Motorstudio Beijing
 Established Hyundai Cradle Open Innovation Center in Silicon Valley
 3.3 Lambda T-Gdi included in Ward’s Ten Best
Engines 2018
 Unveiled four key technologies and specifications for in-vehicle network with Cisco
 Unveiled NEXO next-generation FCEV model at 2018 CES
 Unveiled new Veloster and Veloster N model
 Succeeded in autonomous driving tests on 190 km Seoul-Pyeongchang Highway
 NEXO FCEV model performed world's longest drive among FCEVs
 Launched new Veloster model
 Launched fourth-generation Santa Fe model
 Announced Sensuous Sportiness next-generation design direction
 Unveiled Le Fil Rouge concept car, HDC-1 model
 Unveiled Kona Electric, world's first compact SUV EV model
 Unveiled China-Focused Sporty Sedan LAFESTA at Beijing Auto Show
 Became Global Automotive Partner of Chelsea Football Club
 Announced New AI Partnership with Chinese Startup DeepGlint at CES ASIA 2018
 Became Global Automotive Partner of Club Atlético de Madrid
 Named a Top Brand in J.D. Power’s 2018 U.S. Initial Quality Study (IQS)
 Signed Hertha BSC as Global Automotive Partner
 Invested in Autotalks to Develop Connectivity Technology for Increased Road Safety
 Hyundai CRADLE Partners with Ionic Materials to Advance Battery Technology
Development
 Signed New Multi-year Agreement with AS Roma to Become Global Automotive
Partner
 Celebrated One Million Vehicle Milestone Achievement in Brazil
 Hyundai N to be the Official Safety Car of MOTUL FIM Superbike World
Championship
 Achieved Top 40 Best Global Brands Position for Fourth Consecutive Year
 Won “Red Dot: Brand of the Year 2018”

17
 Hyundai & Kia invested Additional US$250 Million in Grab
 All-New Hyundai Palisade Made its Global Debut at the 2018 Los Angeles Auto
Show 2019
 Hyundai Kona and Kona Electric CUV Won Prestigious 2019 North American Utility
Vehicle of the Year
 Hyundai Veloster N Race Car Made World Debut at North American International Auto
Show
 Extended World Archery Title Sponsorship for Three More Years
 Hyundai and Kia Invested $300m in India’s Largest Mobility Service Provider Ola
 Showcased ‘STYLE SET FREE’ Concept At Milan Design Week 2019
 The All New Hyundai Sonata Made Its North American Debut at the New York
International Auto Show
 Hyundai “Venue” Made World Debut at the 2019 New York International Auto Show

Vision & Values

Hyundai released its Vision 2020 to establish the firm as the global leader in the automobile
market. The company focuses on key vision strategies:
Automotive Vision
“To become a trusted lifetime partner of our customers, we will bring a new perspective to
automobiles through innovative mobility solutions based on human-centric, eco-friendly
technologies and services.”
Steel Vision
“As an eco-friendly, resource-circulating company, we will lead a new era in the steel industry
by providing high value-added products and services and realizing world's best competitiveness
based on cooperative relations with our stakeholders.”
Construction Vision
“As a global leading provider of high-value engineering solutions, we will create the foundation
for a better life through cross-business synergy and convergence with future technologies.”
Hyundai focuses on five main values: Customer, Challenge, Collaboration, People and Globality.
Providing customers top service will be at the top of their agenda. The company will venture into

18
new areas and not remain traditional. The company will have a spirit of collaboration. People
will be respected and valued. The company is not limited to country-centric areas but will be
known in the global arena.

Management Team

H.W Park has been the Chief Executive Officer of Hyundai since 2009. He also served as the
Senior Executive Director of Administration. V.D Bhasin is the Senior VP of Sales of Hyundai
Motor India. ArvindSaxena is the Senior VP of Marketing and Sales and previously served as the
VP of Marketing and Sales. MWhoo is the Head of R&D and Engineering Operations of
Hyundai Motor India since 2007. He served as the MD of Hyundai Motor Engineering.
SanjeevShukla is the Head of Marketing.
In India, Hyundai has many board members. Mr. Heung-sooLheem was the CEO and President
at Hyundai WIA and served as the MD of Hyundai Motor India Ltd till 2009. Heung-sooLheem
worked with Hyundai Motors Company at local parts development department in 1973. As the
Head for Overseas Operation in Canada at Hyundai and a Liaison Officer in between Hyundai
Motor Company and Mitsubishi Motor Sales of America in Los Angeles (U.S.A) since 1988, he
gained a lot of experience. He looked after the Overseas Export Service Operations. He served
as the Managing Director of Turkey operations at Hyundai. He serves as a Director of Hyundai
Wia Corp. and Hyundai Motor India Limited. He is a graduate of Yonsei University in
Metallurgy.

19
Manufacturing Facilities

Hyundai has nine production plants all over the world which include: The Ulsan plant, the Asan
Plant, the Jeonju Plant, the America Alabama Plant, the China Plant, the Indian Plant, the Turkey
Plant, the Russia Plant and the Brazil Plant.
The Hyundai Indian plant is located in Irungattukottai, 30 kilometers from Chennai, and it
produces compact cars like the Santro, i10 and the i20. It has produced 2.5 billion units. The
plant was set up in May 1996 and rolled out the first Santro seventeen months afterwards. The
plant is built on 500+ acres of land and had an investment of Rs. 2,500 crores. Per year, the plant
produces 1,20,000 cars and 1,30,00s0 engines, sources said.
Other plants include:
The Ulsan plant- This is the world’s largest Hyundai plant and employs around 34,000 people
and produces 5,400 vehicles in a day.
The Asan Plant – Located South East of Seoul, the Asan plant produces mid to large size
passenger cars for export and has an annual capacity of 30,000 units.
The Jeonju Plant produces mid to large size buses, trucks and vehicles that exceed 2.5 tons and
has an annual capacity of 125,000 units.
The America Alabama Plant focuses on mid to full size vehicles and is the 10th best plant in
terms of product quality in the United States.
The China plant has an annual capacity of 600,000 units.
The Turkey plant produces 100,000 units of cars.
The Russia plant produces C-Class models and has an annual capacity of 100,000 – 150,000
units.
The Brazil plant is located in Piracicaba City, Sau Paulo and produces fuel-efficient compact
cars for the Brazilian market. The annual capacity of the Sau Paulo plant of Hyundai is 100,000
units of cars.

Hyundai has the Alpha Engine, Theta Engine, S Engine Lambda FR Engine, Theta GDI Engine,
class-best power trains, environment friendly exhaust systems, green engines, powertrain center,
highest performing power trains, high-performance eco-friendly transmissions, exhaust systems.
20
In the 1980s, the company started working on engines and transmission, in the 1990’s it
produced the alpha engine, beta engine, upsilon engine, V6 delta and sigma engine and GDI V8
omega engine. In 2000, they moved to other kinds of engine and produced the Lambda FR and
Tau engine in 2008.
The Alpha is a VVT engine. The Theta is an engine for midsize sedans. The V6 is a diesel
engine. The Lambda is a rear wheel drive engine. The Theta II engine offers better fuel
economy.
The R-engine for passenger diesel cars that meet the Euro-5 Environmental Regulation standards
is developed by Hyundai and the company received certification for “low-pollution emitting
vehicle in the metropolitan area.” The company’s TAU engine received the honor of being
named as the Ward’s 10 Best Engines for the past two consecutive years.

Awards & Recognition

Santa Fe was awarded the import SUV of the Year by CNBC TV 18 Over Drive Awards 2011. It
was also given the SUV of the Year by Business Standard Motoring Awards 2011. Santa Fe was
awarded SUV of the Year by Car India Awards and the Full Size SUV of the Year by NDTV Car
and Bike Award 2011.
Hyundai Elantra got the Top Safety Pick - Insurance Institute for Highway Safety, the Best
Compact Car – AutoPacific Vehicle Satisfaction Awards, the Best Inspirational Luxury Car by
AutoPacific Vehicle Satisfaction Awards, the Best Premium Mid-size Car by AutoPacific
Vehicle Satisfaction Awards, the Top Urban Cars of 2011 by Cars.com, the Best Economy
Sedan of 2011 by Consumer Search, the Best Cars for Families 2011 by Kiplinger’s Personal
Finance, the Top Safety Pick - Insurance Institute for Highway Safety, the Top 10 Green Cars for
2011 by Kelley Blue Book, the One of the 10 Best Interiors by Ward’s, the 2011 Ukranian Car of
the Year by Autocentre, the International Car of the Year - Road and Travel Magazine, the
Special Total Value Award - Strategic Vision, the Top Safety Pick - Insurance Institute for
Highway Safety, the Top Pick for 2011, and the One of the Car and Driver’s 10Best by Car and
Driver award.

International Operations
Hyundai was started in 1967 when the founders decided to assemble someone else’s vehicles.
The founder developed his own vehicles and succeeding in exporting vehicles to other countries.

21
Even though Hyundai started in Korea in 1967, they have expanded their production facilities
worldwide. There are 50,000 strategists, engineers, designers, marketing, PR and sales
specialists, line workers distributors and dealers in 193 countries.
Hyundai sources very few components from India but is on the verge of increasing that level.
However, the company wants India to improve the quality of its products. In order to make India
a global hub, the company needs consistent quality. India is Hyundai’s second largest market in
the world.
In terms of worldwide sales, the US, Chinese and Indian marketing are doing well. The company
does not plan to introduce commercial vehicles in India.
India is the worldwide hub for small cars of Hyundai, the larger exporter of cars from India.
Hyundai has also developed a model in India for sales.
Hyundai has a production plant in Tamil Nadu which will double its production capacity to
600,000 units per annum.
Hyundai will grab a large share of the car market by turning its operations in India and China
into key design, manufacturing, and export hubs for its entire global operations.

Exports
Hyundai Motor India Ltd. Exports is the largest car exporter from India, contributing to 66 per
cent of the total passenger exports. The company exported 247,102 cars in 2010 to 110 countries.
The cars that it exported include the Santro, i10, i20 and Accent. The exports grew by 10.7 per
cent over the previous year. Hyundai Motor India Limited has a strong export market, which
includes European Union, Africa, Middle East, Latin America, Asia and Australia. By 2010,
Hyundai had exported 10 lakh cars.
Hyundai Motor India Limited began exporting cars in 1999 when it shipped 20 Santros to Nepal.
By 2004, the company exported 1,00,0s00 cars, by 2005, it exported 2,00,000 cars and by 2006,
it had exported 5,00,000 cars.
Apart from achieving milestones in terms of numbers, in terms of specific cars and countries,
Hyundai exported the first Getz on March 26, 2007, according to the company website.
Additionally, it’s first shipment to the United Kingdom was on November 29, 2005, to Latin
America was on March 13, 2003, to Algeria on July 21, 2000.

Future Plans

22
Hyundai plans to launch not one but six cars in the next three years. The company plans to
launch two cars per year for the next few years. Among the six cars that are going to be
launched, Hyundai ElantraAvante will be the first car to hit the road.
The other cars that the company plans to launch is the Hyundai i10, the i20 and the i30 really
soon. The company might also launch the Verna, another variant of cars. The i20 mini MPV is
made by Hyundai’s European design center. It will have a unique exterior and interior look to
differentiate it from its Kia counterpart. Two other cars that will hit the road will be the Hyundai
Sonata or the i40. The wagon model will be introduced first followed by the sedan variant. It will
have power train technology and diesel and gasoline engines. The car will have a 2.4 litre Theta
engine.
Finally the most impressive car of the year for 2011, is the Hyundai Veloster. It’s a two door
coupe that replaces the Hyundai Coupe/Tiburon.
The company also plans to expand to the domestic market by establishing more dealerships in
India.

23
ORGANISATION PERFORMANCE

HMIL gets CSR award from Tamil Nadu Deputy Chief

Minister Mr. M. K. Stalin

Hyundai i10 wins 'Small Family Favourite Car Award'

by CarWale.com

Hyundai i20 wins the ‘Viewer’s Choice Award’ at the

Overdrive CNBC TV 18 Awards 2010.

Hyundai Motor India Ltd wins the award for ‘Customer

Service’ at the Apollo Auto India Best Brand Awards
2010.

Hyundai i20 wins the ‘Design of the Year’ award at the

NDTV Profit Car & Bike Awards 2010.

Hyundai i10 brand ambassador Shahrukh Khan wins the

‘Brand Ambassador of the Year’ award at NDTV Profit
Car & Bike Awards 2010.

24
 Organization Products

HMIL presently markets over 34 variants of passenger cars across seven models, the Santro, i10
and Getz in the B segment, the Accent in the C segment, the Verna in the D segment, t Sonata in
the E segment and the Tucson in the SUV segment. Recently it has introduced i-20 in B+
segment.

EON

EON Specification
Length 3495 mm
Width 1550 mm
Height 1590 mm
Seating Capacity 5 Person
Displacement 814 cc
Fuel Type Petrol
Max Power 62 bhp @ 5500 RPM
Max Torque 96 Nm @ 3000 RPM
Mileage (ARAI) 17.92 kmpl
Alternate Fuel Not Applicable
Transmission Type Manual
No of gears 5 Gears
Drivetrain FWD
Air Conditioner Manual
Power Steering Yes

25
 Power Windows Front Only
Central Locking Remote
Anti-Lock Braking System No
Airbags No
Seat Upholstery Fabric
Alloy Wheels No

DESIGN:
The new Eon stunning design changes which include refreshing exteriors and new look luxurious
interiors. The new front radiator grille, the full wheel cover and the rear spoiler makes the new
Eon aesthetically more appealing and sporty. With metallic touches at multiple locations and
plush new two tone beige and brown color scheme, the new Eon adds elegance and style to the
existing great looks.
ENGINE:
The Hyundai Eon is powered by the advanced Hyundai Epsilon engine. Employing a patented
cylinder head design with dual inlet valves, tumble ports and pent roof combustion chamber, this
engine produces incredible power at a much lower rpm compared to any other car in its category.
Developed to exacting global specifications at its fully integrated manufacturing plant near
Chennai, the new Hyundai 12V SOHC, inline 4 cylinders, 1086cc Epsilon engine fired by a
Distributor less Ignition System (DLI), delivering an amazing 63Ps of power at 5500rpm and an
impressive torque is 9.8 kgm at 3000 rpm.The multi-point fuel injection system along with dual
intake valves meters the exact amount of fuel that your engine needs while a Knock Sensor takes
care of varying Indian fuel quality.All these advanced features make the Santro surprisingly fuel
efficient and guarantees an engine efficiency that surpasses Euro II norms.
I-10

26
i10 Standard Features
Feature Availability
Interior
Cup Holders
Folding Rear-Seat
Tachometer
Leather Seats
AM/FM Radio
CD Player
Comfort & Convenience
Air Conditioner
Power Windows
Power Door Locks
Power Steering
Power Seats
Steering Adjustment
Central Locking
Defogger (Rear)
Remote Boot/Fuel-Lid
Exterior
Alloy Wheels
Tubeless Tyres
Sun-Roof
Front Fog Lights

27
Rear Wash Wiper
Safety & Security
Anti-Lock Braking System
Driver Air-Bags
Passenger Air-Bags
Immobilizer
Traction Control
Child Safety Locks
i10 Technical Specs
Dimensions and Weights
Overall Length (mm) 3565
Overall Width (mm) 1595
Overall Height (mm) 1550
Wheel Base (mm) 2380
Ground Clearance (mm) 165
Front Track (mm) 1400
Rear Track (mm) 1385
Boot Space (liter) 225
Kerb Weight (kg) 860
No of Doors 5
Fuel Economy
Mileage Highway (km/liter) 16.8
Mileage City (km/liter) 12.3
Mileage Overall (km/liter) 13.2
Capacities
Seating Capacity (person) 5
Fuel Tank Capacity (liter) 35
Performance
Maximum Speed Km/Hour
0-100kmph Seconds

1/4 Mile Seconds

Engine

28
Engine Type/Model iRDE 1.1, 4-cylinder Petrol
Displacement cc 1086
Power (PS@rpm) 67PS @5500rpm
Torque (Nm@rpm) 99Nm @2800rpm
Valve Mechanism SOHC
Bore (mm)
Stroke (mm)
Compression Ratio :1
No of Cylinders (cylinder) 4
Cylinder Configuration Inline
Valves per Cylinder (value) 3
Fuel Type Petrol
Fuel System
Transmission
Transmission Type Manual
Gears/Speeds 5Gears
Clutch Type
Final Reduction Gear Ratio
Suspensions
McPherson Strut with Stabilizer Bar and "I"
Front Suspension
type subframe
Rear Suspension CTBA with coil spring
Steering
Steering Type Rack & Pinion
Power Assisted Standard
Minimum Turning Radius
4.7
(meter)
Brakes
Front Brakes Discs
Rear Brakes Drums
Wheels and Tyres
Wheel Type Tubeless tyres
Wheel Size 13 inch

29
Tyres 155/80 R13 (tubeless)

I-20

Standard Feature
1.4
1.2 Gamm
ENGINE & TRIM PLAN Kappa 1.4 a - PL
– PL CRDi (AT)
SAFETY & SECURITY
Day & Night Inside Rear View Mirror S S S
RHD (Right Hand Drive) Controls S S S
3 point rear centre seat belt S S S
Central Locking (5 DR CLS) S S S
Ignition Key Reminder - CLS disabled S S S
Immobiliser S
DSL S S

ABS with EBD only S S

Dual Airbags (Front) - S S
PAB (Passenger Airbag) ON/OFF Switch - S S
Front Seat belt Pretensioners - S S
Side & Curtain Airbags (4 air bags) - - S
EXTERIOR

30
Wraparound Clear lens headlamps & tail lamps S S S
Body Coloured Bumpers S S S
Body Coloured Outside Mirrors S S S
Body Coloured Outside Door & Tailgate Handles S S S
Body Coloured Radiator Grille S S S
Roof Antenna S S S
Full Wheel Covers S - -
Alloy Wheels - S S
Sunroof - - S
175/70 185/65 185/65
Tyre size R14 R14 R14
INTERIOR
2 Tone Beige Interior Colour S S S
Full Fabric Cloth Upholstery S S S
Chrome finish Inside Door Handles S S S
Theatre dimming room lamp S S S
Map Pockets - Front Doors S S S
Centre Console Multi-purpose storage box S S S
Floor console trays (2 nos.) S S S
Cup-holders (2) & Bottle holder S S S
Passenger Side Seat Back Pocket S S S
Rear Parcel Tray S S S
Coat Hook S S S
Luggage hooks (2 nos. in trunk) S S S
Leather Wrapped Steering Wheel - S S
Metallic Insert in Steering Wheel - S S
Leather & Chrome finish Gear Knob - S S
Front map lamps - - S
COMFORT & CONVENIENCE
Manua
Air Conditioner with Heater l FATC FATC
AC vents with shut off option (front) S S S
Glove Box Cooling S S S

31
Rear AC Cooling Ducts S S S
Electronic Power steering (MDPS) S S S
Tilt & Telescopic Steering S S S
Power Windows - Front & rear S S S
Power Window Switches
Driver Side Autodown S S S
Driver Side Safety S S S
Illumination S S S
Timelag S S S
60:40 Split Rear Seat with Flat folding facility S S S
Height Adjustable Headrests - Front & Rear S S S
Front & Rear Door Full Size Armrests S S S
Clutch Footrest S S S
Rear Defogger with timer S S S
Battery Saver S S S
Cigar Lighter S S S
Portable Ashtray S S S
Luggage Lamp S S S
Internally Adjustable ORVMs S - -
Electrically Adjustable ORVMs - S S
Electrically Folding ORVMs - S S
Height Adjustable Driver Seat - S S
Keyless Entry with Folding Key - S S
Rear Wiper & Washer - S S
AUDIO
In-dash 2 DIN CD+MP3 Music System S S S
4 Speakers & 2 Front tweeters S S S
Aux Aux + Aux +
Audio Inputs - Auxillary& USB only USB USB
Steering Audio Remote - S S
INSTRUMENT PANEL / CENTRE FASCIA DISPLAY
Tachometer S S S
Low Fuel Warning lamp S S S

32
 Door & Tailgate Ajar Warning lamps S S S
Electronic Multi display Meter
Audio display S S S
Dual Trip meter S S S
Driving Time S S S
Digital Clock S S S
Calendar S S S
Outside Temperature S S S
Driver Seat Belt Warning - lamp & chime S S S
Seat Belt Warning (other 4 seats) - S S
Passenger Airbag On/ Off display - S S

Technical Features

1.2 1.4 Gamma

Kappa – –
ITEMS PL 1.4 CRDi PL (AT)
DIMENSIONS
Overall Length (mm) 3940
Overall Width (mm) 1710
Overall Height (mm) 1505
Wheelbase (mm) 2525

Front Track (mm) 1505

Rear Track (mm) 1503
Fuel Tank capacity (litres) 45 45 45
ENGINE
No. of cylinders 4 4 4
No. of valves 16 16 16
Valvetrain (type) (SOHC /
DOHC) DOHC
Displacement (CC) 1197 1396 1396

33
Maximum Power (Ps / rpm) 80/5200 90/ 4000 100/ 5500
Maximum Torque (kgm /
rpm) 11.4/4000 22.4/ 1750~2750 13.9/ 4200
TRANSMISSION
5-speed
Type (MT/AT) M/T 5-speed M/T 4-speed A/T
SUSPENSION
Front Suspension McPherson Strut with Gas shock absorber
Rear Suspension Couple Torsion Beam Axle with Gas shock absorber
Shock Absorbers Gas-filled, Telescopic Dual acting type
BRAKES
Front 14" Disc 14" Disc 14" Disc
Rear 8" Drum 14" Disc 14" Disc
TYRE
175/70 185/65 R14
R14 175/70 R14
185/65
Tubeless tyres, Size R14 185/65 R14

34
XCENT

Standard Features
Xcent
Executive
Overall Length (mm) 4250
Overall Width (mm) 1670
Overall Height (mm) 1370
Wheelbase (mm) 2440
Dimension & Weight
Ground Clearance (mm) 172
Front Track (mm) 1435
Rear Track (mm) 1425
Fuel tank Capacity (L) 45

Engine No. of Cylinder 4

Displacement (CC) 1120

Max. Power (Ps/rpm) 95/5500

Max. Torque (Kgf-m /
Performance
rpm) 12.7/3500

Transmission Transmission 5 Speed Manual

Suspension Mac pherson strut with

Front Suspension coil spring & stabilizer bar

35
 Dual link with coil spring
Rear Suspension & anti roll bar

Power assisted rack &

Steering
Type pinion

Front Ventilated Disc

Brakes
Rear self adjusting drums
Tyres Type 175/70 R 13

Design
Hyundai Xcent has been designed keeping in mind your expectations from a true luxury sedan.
With its smooth blend of design, a zippy responsive engine and well appointed interiors, the
Xcent sure packs a lot more thrill into your driving. Xcent offers all that a mid-sized sedan can
pack and more.
ENGINEERING
1.5 SOHC Engine (Refined power) - The 1.5 SOHC in-line-4-cylinder engine delivers 95 Ps of
power and 12.7 kgm of torque, offering superior refinement and drivability that is a benchmark
for cars in its class.

Verna

Verna Features Standard

Safety
Airbags 1 (Driver Only)
Braking & Traction
Anti-Lock Braking System Yes
Electronic Brake-force
Yes
Distribution

36
Brake Assist Yes
Electronic Stability Program No
Traction Control System No
Locks & Security
Engine immobilizer Yes
Central Locking Remote
Child Safety Lock Yes
Comfort & Convenience
Cruise Control No
Air Conditioner Automatic Climate Control
Heater Yes
Power Steering Yes
Steering Adjustment Tilt
Ash Tray Front
Keyless Start No
CD Changer No
Headlight off and lgnition Key Off Reminder Yes
Paddle Shift No
Rear Parking Sensors With Camera
Vanity Mirrors on Sun Visors Driver & Co-Driver
Cigarette Lighter No
12V Power Outlets Yes
Seats & Upholstery
Seat Upholstery Fabric
Active headrest No
Driver Height Adjustable Seat Yes
Lumbar Support No
Driver Armrest Yes
Rear Armrest With Cup Holder
Head-rests Front & Rear
Adjustable Head-rests Front
Leather-wrapped Steering Wheel No
Front Seat Pockets Yes
Audio Controls in Rear Armrest No

37
Storage
Cup Holders Front & Rear
Doors, Windows, Mirrors &
Wipers
Power Windows Front & Rear
Rear Defogger Yes
Boot-lid Opener Internal with Remote
Door Pockets Front & Rear
Outside Rear View Mirrors Both Sides
Adjustable ORVM Electrically Adjustable
Turn Indicators on ORVM Yes
Body-Coloured ORVMs Yes
Rear Wiper No
Rain-sensing Wipers No
Headlight Washers No
Exterior
Sunroof / Moonroof No
Body-Coloured Bumpers Yes
Roof Mounted Antenna Yes
Lighting
Headlamps Conventional
Automatic Head Lamps No
Fog Lamps Front
Clear lens Head Lamp Yes
Daytime Running Lamps No
LED tail lamps No
Clear lens Tail Lamp Yes
Headlight Height Adjuster Yes
Instrumentation
Distance to Empty Yes
Average Fuel Consumption Yes
Average Speed Yes
Clock Digital
Seat Belt Warning Yes

38
Low Fuel Level Warning Yes
Door Ajar Warning Yes
Entertainment, Information &
Communication
Music Player Size 2 Din
Integrated (in-dash) Music System Yes
Touch-screen Display No
GPS Navigation System No
AM/FM Radio Yes
CD Player Yes
MP3 Playback Yes
DVD Playback No
Bluetooth Compatibility Phone & Audio Streaming
iPod Compatibility Yes
USB Compatibility Yes
Aux Compatibility Yes
Speakers 6
Wheels &Tyres
Alloy Wheels No
Tubeless Tyres Yes
Manufacturer Warranty
Warranty (Years) 2
Warranty (Kilometres) Unlimited

39
 Verna Specification
Length 4370 mm

Width 1700 mm

Height 1475 mm

Seating Capacity 5 Person

Displacement 1582 cc

Fuel Type Diesel

Max Power 128 bhp @ 4000 RPM

Max Torque 260 Nm @ 1900 RPM

Transmission Type Manual

No of gears 6 Gears

Drivetrain FWD

Air Conditioner Automatic Climate Control

Power Steering Yes

Power Windows Front & Rear

Central Locking Remote

Anti-Lock Braking System Yes

Airbags 1 (Driver Only)

Seat Upholstery Fabric

Alloy Wheels No

40
  Engine
1.6 DOHC VTVT PETROL ENGINE:
Verna VTVT Petrol engine ensures optimized valve opening & closing for high performance,
low fuel consumption and low NVH (Noise, Vibration, Harshness). It has High Power-to-Weight
ratio (93.82 Ps/ton), High Top Speed (195 Kmph), Maximum Torque at Lower rpm (14.9/3000
kgm/rpm) and High Torque-to-weight ratio (13.55 kgm/ton).

 Sonata

The modern looks that made Sonata an international favorite over the years are now enhanced by
a number of detailed exterior improvements and some major design changes in the interiors.
Among the at-a-glance bodywork enhancements are the chrome radiator grille, wider front
bumper and air dam, larger headlamp clusters, slimmer body side moldings and the newly
designed 5 spoke 16 inch alloy wheels. Along with the subtle touches of chrome, the two-tone
finish also complements the wood grain and satin embellishments. The thoughtfully designed
dials, knobs and inside door handles add elegance to its premium look. To accompany this new
look, the materials used in the components have been upgraded to improve their appearance, feel
and durability.

41
Sonata Standard Features
Safety

Airbags 6 Airbags

Dual-Stage Airbags Yes

Middle rear three-point seatbelt No

Braking & Traction

Anti-Lock Braking System Yes

Electronic Brake-force Distribution Yes

Brake Assist Yes

Electronic Stability Program Yes

Traction Control System No

Locks & Security

Engine immobilizer Yes

Central Locking Remote

Child Safety Lock Yes

Comfort & Convenience

Cruise Control No

Air Conditioner Automatic Climate Control

Rear AC Separate Zone

Heater Yes

Power Steering Yes

Steering Adjustment Tilt & Telescopic

42
Ash Tray Front

Keyless Start No

CD Changer 6 CD

Headlight off and lenition Key Off Reminder Yes

Paddle Shift No

Rear Parking Sensors With Camera

Vanity Mirrors on Sun Visors Driver & Co-Driver

Cigarette Lighter No

12V Power Outlets No

Seats & Upholstery

Seat Upholstery Artificial Leather

Active headrest Yes

Driver Height Adjustable Seat Yes

Lumbar Support Driver Only

Folding Rear Seat No

Driver Armrest Yes

Rear Armrest With Audio controls & Cup holder

Head-rests Front & Rear

Adjustable Head-rests Front & Rear

Leather-wrapped Steering Wheel Yes

Front Seat Pockets Yes

43
Audio Controls in Rear Armrest Yes

Storage

Cup Holders Front & Rear

Doors, Windows, Mirrors &

Wipers

Power Windows Front Only

Rear Defogger Yes

Boot-lid Opener Internal with Remote

Door Pockets Front & Rear

Outside Rear View Mirrors Both Sides

Adjustable ORVM Electrically Adjustable & Retractable

Turn Indicators on ORVM No

Body-Colored ORVMs Yes

Rear Wiper No

Rain-sensing Wipers No

Headlight Washers Yes

Exterior

Sunroof / Moon roof No

Body-Colored Bumpers Yes

Roof Mounted Antenna No

Lighting

Headlamps Projector with Xenon

44
Automatic Head Lamps Yes

Fog Lamps Front

Clear lens Head Lamp Yes

Daytime Running Lamps No

LED tail lamps Yes

Clear lens Tail Lamp Yes

Headlight Height Adjuster Yes

Instrumentation

Distance to Empty Yes

Average Fuel Consumption Yes

Average Speed Yes

Clock Digital

Seat Belt Warning Yes

Low Fuel Level Warning Yes

Door Ajar Warning Yes

Entertainment, Information &

Communication

Music Player Size 2 Din

Integrated (in-dash) Music System Yes

Touch-screen Display No

GPS Navigation System No

AM/FM Radio Yes

CD Player Yes

MP3 Playback Yes

45
DVD Playback No

Bluetooth Compatibility Phone & Audio Streaming

iPod Compatibility Yes

USB Compatibility Yes

Aux Compatibility Yes

Speakers 6+

Wheels &Tyres

Alloy Wheels Yes

Tubeless Tires Yes

Manufacturer Warranty

Warranty (Years) 2

Warranty (Kilometers) Unlimited

46
Sonata Specification
Length 4820 mm

Width 1835 mm

Height 1490 mm

Seating Capacity 5 Person

Displacement 2359 cc

Fuel Type Petrol

Max Power 198 bhp @ 6300 RPM

Max Torque 250 Nm @ 4250 RPM

Mileage (ARAI) 13.08 kmpl

Alternate Fuel Not Applicable

Transmission Type Manual

No of gears 6 Gears

Drivetrain FWD

Air Conditioner Automatic Climate Control

Power Steering Yes

Power Windows Front Only

Central Locking Remote

Anti-Lock Braking System Yes

Airbags 6 Airbags

Seat Upholstery Artificial Leather

Alloy Wheels Yes

47
DESIGN
An aero dynamical marvel the Sonata has a distinct European exterior styling and body design.
The dynamic body contours with prominent edge styling, forceful character lines & sleeker body
make it a show stealer on the road.

ENGINES
Sonata is available in 2 different 4-cylinder, powerful engine configurations a 2.0 CRDi VGT
Diesel engine and a 2.4 DOHC VTVT Petrol engine.

PETROL ENGINE
The 2.4 DOHC VTVT Petrol engine is the second generation Theta 4 cylinder petrol engine
features variable valve timing for the exhaust as well as the intake. 2359 cc generates 175 Ps @
6000 rpm and 23.8 Kgm @4000 rpm.

2.0 CRDi VGT Diesel

Technical changes to the exhaust gas heat transfer system of the CRDi VGT 1991 cc Diesel
engine , increased power to 150 Ps at 3850 rpm still producing masses of torque (32.1 Kgm at
2000 rpm).

48
  Creta

April 26, 2016: Hyundai has officially launched the automatic variant of the petrol Creta. The

automatic is available in the SX+ trim only, that retails for 12.86 lakh. Along with the

introduction of the new transmission, dual airbags are now standard across the range. The 1.6-

litre petrol motor develops 123PS of power and 151Nm of torque. The Creta faces stiff

competition from the likes of the Renault Duster and the Nissan Terrano. Hyundai Creta, also

known as Hyundai ix25, is a compact crossover SUV launched by Hyundai in July 2015. The car

has three engine variants including the 1.4- and 1.6-litre petrol engines along with 1.6-litre diesel

engine with five models for the Creta – Base, S, S+, SX, SX+, SX(O). Each model has a specific

set of features which distinguishes it from the others and comes in seven colours.

49
Creta Standard Features
Safety

Airbags 6 Airbags

Dual-Stage Airbags Yes

Middle rear three-point seatbelt No

Braking & Traction

Anti-Lock Braking System Yes

Electronic Brake-force
Yes
Distribution

Brake Assist Yes

Electronic Stability Program Yes

Traction Control System No

Locks & Security

Engine immobilizer Yes

Central Locking Remote

Child Safety Lock Yes

Comfort & Convenience

Cruise Control No

Air Conditioner Automatic Climate Control

Rear AC Separate Zone

Heater Yes

Power Steering Yes

Steering Adjustment Tilt & Telescopic

50
Ash Tray Front

Keyless Start No

CD Changer 6 CD

Headlight off and lenition Key Off Reminder Yes

Paddle Shift No

Rear Parking Sensors With Camera

Vanity Mirrors on Sun Visors Driver & Co-Driver

Cigarette Lighter No

12V Power Outlets No

Seats & Upholstery

Seat Upholstery Artificial Leather

Active headrest Yes

Driver Height Adjustable Seat Yes

Lumbar Support Driver Only

Folding Rear Seat No

Driver Armrest Yes

Rear Armrest With Audio controls & Cup holder

Head-rests Front & Rear

Adjustable Head-rests Front & Rear

Leather-wrapped Steering Wheel Yes

Front Seat Pockets Yes

Audio Controls in Rear Armrest Yes

51
Storage

Cup Holders Front & Rear

Doors, Windows, Mirrors &

Wipers

Power Windows Front Only

Rear Defogger Yes

Boot-lid Opener Internal with Remote

Door Pockets Front & Rear

Outside Rear View Mirrors Both Sides

Adjustable ORVM Electrically Adjustable & Retractable

Turn Indicators on ORVM No

Body-Colored ORVMs Yes

Rear Wiper No

Rain-sensing Wipers No

Headlight Washers Yes

Exterior

Sunroof / Moon roof No

Body-Colored Bumpers Yes

Roof Mounted Antenna No

Lighting

Headlamps Projector with Xenon

Automatic Head Lamps Yes

52
Fog Lamps Front

Clear lens Head Lamp Yes

Daytime Running Lamps No

LED tail lamps Yes

Clear lens Tail Lamp Yes

Headlight Height Adjuster Yes

Instrumentation

Distance to Empty Yes

Average Fuel Consumption Yes

Average Speed Yes

Clock Digital

Seat Belt Warning Yes

Low Fuel Level Warning Yes

Door Ajar Warning Yes

Entertainment, Information &

Communication

Music Player Size 2 Din

Integrated (in-dash) Music System Yes

Touch-screen Display No

GPS Navigation System No

AM/FM Radio Yes

CD Player Yes

53
MP3 Playback Yes

DVD Playback No

Bluetooth Compatibility Phone & Audio Streaming

iPod Compatibility Yes

USB Compatibility Yes

Aux Compatibility Yes

Speakers 6+

Wheels &Tyres

Alloy Wheels Yes

Tubeless Tires Yes

Manufacturer Warranty

Warranty (Years) 2

Warranty (Kilometers) Unlimited

Creta Specification
Length 4270 mm

Width 1780 mm

Height 1630 mm

Seating Capacity 5 Person

Displacement 1396 cc

Fuel Type Diesel

Max Power 198 bhp @ 6300 RPM

54
Max Torque 250 Nm @ 4250 RPM

Mileage (ARAI) 13.08 kmpl

Alternate Fuel Not Applicable

Transmission Type Manual

No of gears 6 Gears

Drivetrain FWD

Air Conditioner Automatic Climate Control

Power Steering Yes

Power Windows Front Only

Central Locking Remote

Anti-Lock Braking System Yes

Airbags 6 Airbags

Seat Upholstery Artificial Leather

Alloy Wheels Yes

Engine

1.6 DOHC VTVT PETROL ENGINE:

Creta VTVT Petrol engine ensures optimized valve opening & closing for high performance, low
fuel consumption and low NVH (Noise, Vibration, Harshness). It has High Power-to-Weight

55
ratio (93.82 Ps/ton), High Top Speed (165 Kmph), Maximum Torque at Lower rpm (14.9/3000
kgm/rpm) and High Torque-to-weight ratio (13.55 kgm/ton).

1.5 CRDI VGT DIESEL ENGINE:

Creta 1.5 CRDi VGT engine maximizes efficiency of turbocharger for improved acceleration
with low fuel consumption & emissions. It has precise valve control for superior performance.
The engine provides more torque-faster pick up and has lesser gear shifts. The low rpm
operations of 1.5 CRDi results in less wear & tear of the engine.

Statement
The company wants to know more about the customer’s satisfaction. It’s very important for
every marketer to know about the satisfaction motives of the customers because it helps them to
design programs to retain customers & increase good will of the company to know about
customer satisfaction.

56
Hyundai Venue Price

E 1.2 Petrol

Ex-showroom ₹ 6,50,000

Insurance ₹ 38,784

RTO Amount ₹ 56,875

Est On-Road Price* ₹ 7.46 Lakh

S 1.2 Petrol

Ex-showroom ₹ 7,20,000

Insurance ₹ 41,934

RTO Amount ₹ 63,000

Est On-Road Price* ₹ 8.25 Lakh

57
S 1.0 Petrol

Ex-showroom ₹ 8,21,000

Insurance ₹ 42,231

RTO Amount ₹ 71,837

Est On-Road Price* ₹ 9.35 Lakh

S 1.0 Petrol AT

Ex-showroom ₹ 9,35,000

Insurance ₹ 47,361

RTO Amount ₹ 81,812

Est On-Road Price* ₹ 10.64 Lakh

58
 INTRODUCTION OF PROBLEM

The company wants to know more about the customers satisfaction. It‘s very important for every

marketer to know about the satisfaction motives of the customers because it helps them to design

programs to retain customers & increase goodwill of the company. It also helps them to increase

brand loyalty. So it becomes a problem for a company to know about customer satisfaction.

 The respondents selected to be interviewed were not always available and willing to co-

operate. Also in some cases the respondents were found to not have the knowledge, opinion,

attitudes or facts related with the products. Moreover our survey consisted of 182 males and

only 15 females which led to gender biasness.

 We have taken the sample size of 200, which cannot determine the satisfaction of the total

customers. The sample has been drawn from only from one service centre.

59
 OBJECTIVE OF STUDY

1. Evaluating post service satisfaction of Customers.

2. Developing suggestion docket.

3. Increase the customer satisfaction of the Hyundai by providing better services & reduce

service time.

4. Study about the problem in the servicing in order to the satisfaction level of the customers.

5. Study service level of the Hyundai provided to their customers.

6. Study about the need of improvement in existing Service system.

60
 LITERATURE REVIEW

Consumer is the central figure of all marketing activities. It is the consumer who determines the

growth, prosperity and even existence of a business enterprise. Hence the marketer should

always feel the pulse of customers. In order to understand the pulse of the customers, the

marketer needs to understand fully the needs of the consumer. It helps him to plan his production

and distribution to suit to the needs and convenience of customers‘ .It also helps him to plan

suitable marketing strategies. Thus it is very essential for every marketer to know his customers

satisfactions. Motive is a strong feeling, instinct, desire or emotion that makes a person to do

something. When a motive makes a person to use a product, then it becomes a customer

satisfaction. Thus customer satisfaction means the influence and considerations which makes a

customer to use a particular product. According to D.J. Duncan, ―customer satisfactions are

those influences or considerations which provide the impulse to use, induce action or determine

choice in the purchase of goods and services. Customer satisfactions are mainly two types,

manifest motives and latent motives. Manifest motives are those motives which are known to the

customer and also ready to admit them. But on the other hand latent motives are either known to

the customer. Customer satisfaction can also be calculated as follows

1. Product or patronage motives

2. Emotional and rational motives

3. Inherent and learned motives

61
Product and patronage motives

 Product motives: it refers to those influences and reasons which make the consumer

to buy a certain product in preference to another. These explain why people buy a

certain product. Product are of two types:

Primary product motives: These motives induce a consumer to purchase general class of the

product. These motives relate to the basic needs of people like hunger, thirst, sleep

62
 SCOPE OF STUDY

MR Hyundai’ working philosophy is particularly based on “Prepare employees for the future

developments with developments in their personality.” As competition is very much intense

hence the management is working hard for customer relationship to achieve future business

growth.

 As it is newly opened organization hence as every other organization it is also facing

some management problems. Management is trying to overcome all these problems and

achieving systematic workings here. Each and every department is distinguished for the

employees. Every employee is having its own designation and job profile and he/she has

to work under that profile only. For each segment of the vehicles, MR Hyundai is having

its separate executives. Departments are connected through local area networks.

 The main aim of management here is self development of employees. So that, they can be

empowered for the benefit of the organization and be able to take future responsibilities.

It starts with the joining of the employee in the organization. Initially, they have to work

under various departments till his/her probation period would be over. They have to start

their works from the ground level, so that they can understand the reality of the business

here. Daily reporting at the morning and the evening make them up to date with the

objectives and their future targets. The senior management knows that how they are

doing their work and in which way they have to be directed.

63
 RESEARCH METHODOLOGY

DESIGNS, TECHNIQUE, AND DATA COLLECTION METHOD

Convenience Sampling was adopted to choose the respondents. The respondents comprised both

male and female of different age groups, from varying income group, coming from different

educational backgrounds.

EXPLORATORY RESEARCH:

As the term suggests, exploratory research is often conducted because a problem has not been

clearly defined as yet, or its real scope is as yet unclear. It allows the researcher to familiarize

him/herself with the problem or concept to be studied, and perhaps generate hypotheses

(definition of hypothesis) to be tested. It is the initial research, before more conclusive research

(definition of conclusive research) is undertaken. Exploratory research helps determine the best

research design, data collection method and selection of subjects, and sometimes it even

concludes that the problem does not exist!

Another common reason for conducting exploratory research is to test concepts before they are

put in the marketplace, always a very costly Endeavour. In concept testing, consumers are

provided either with a written concept or a prototype for a new, revised or repositioned product,

service or strategy. Exploratory research can be quite informal, relying on secondary research

such as reviewing available literature and/or data, or qualitative approaches such as informal

discussions with consumers, employees, management or competitors, and more formal

approaches through in-depth interviews, focus groups, projective methods, case studies or pilot

studies. The results of exploratory research are not usually useful for decision-making by

themselves, but they can provide significant insight into a given situation. Although the results of

qualitative research can give some indication as to the "why", "how" and "when" something

64
occurs, it cannot tell us "how often" or "how many". In other words, the results can neither be

generalized; they are not representative of the whole population being studied.

PLAN OF ANALYSIS:

 The data obtained through questionnaire was processed using the statistical.

 Additional information obtained from various business journals, magazines, newspapers,

websites etc. are also analyzed.

QUESTIONNAIRES:

Questionnaire is an important step in formulating a research design. Once the researcher has

specified the nature of research design, and determined the scaling procedures, he or she can

develop a questionnaire.

Any questionnaire has three specific objectives.

1. It must translate the information needed into a set of specific questions that the

respondents can and will answer.

2. It must uplift, motivate and encourage the respondent to become involved in the

interview, to cooperate, and to complete the interview. Incomplete interviews have

limited usefulness at best.

3. It should be able to minimize response errors.

It was also important as researchers to respect the samples time and energy hence the

questionnaire was designed in such a way, that its administration would not exceed 4-5 minutes.

These questionnaires were personal administered.

This survey is being conducted to find out that whether you are satisfied with the service

provided by Hyundai Motor India Limited. This survey is purely meant for academic purpose

and not for commercial use.

We would be grateful and appreciate your co-operation in filling this questionnaire.

65
METHOD DATA ANALYSIS:

Software has been used to analyze data accurately. After the respondents had filled in the

questionnaires, the data was entered into the software and the analysis was made thereby.

FIELD WORK

Fieldwork plays an important role in collecting the data. I have filled up the questionnaire at MR

HYUNDAI. Some important points which I kept in mind while doing the fieldwork.-

• To make the respondents comfortable before questioning him by introducing myself as

student and ensuring the respondent that all information collected is only for academic

purpose and will be kept confidential

• Ensure that all the questionnaires are filled by the customers only.

• Not to lead a person into any preconceived notion

• Not to influence the respondents answers in any way/form.

• Use simple language, so that the technical language does not intimidate the respondent.

SAMPLE STATUS

The sample size is 200 which is chosen from the customers visiting the M R HYUNDAI,

Ghaziabad for getting their car serviced.

66
 DATA PRESENTATION & ANALYSIS

 Which car do you currently use?

140

120

100

80

Count

60

76
40

62

20 44

8
2 6 2
0
Santro I-10 Getz Accent Verna Sonata Tucson
Current car

Interpretation: In our survey, out of 200, 76 of the respondents use Santro followed by 62 of

the respondents use i-10 , 44 of the respondents use Accent. The rest of them were those who use

Getz, Verna, Sonata, and Tucson .

Analysis: When it comes to Hyundai, it is observed that Santro has been the most popular

passenger car followed by i-10. India being a price sensitive market, the main reason behind the

sale of Santro is the price at which they are sold. I-10 being the latest entry has started being

popular. It is then followed by the premium cars like Accent and Sonata and SUV’s like Tucson.

67
 What is the average distance you travel in the car daily?

Interpretation: In our survey, 58.5% of the respondents use at an average of 20 to 50 Kms.

daily followed by 26.5% of the respondents who use 51 to 100 Kms. daily. The rest was

followed by 8.5% who use less than 20Kms. a day followed by only 6.5% who use really long,

i.e., more than 100 Kms. everyday.

Analysis: It has been observed that majority of the respondents travel almost 20 to 50 Kms.

daily. In the busy schedule today, people prefer to travel in their own vehicle rather than relying

on public transport. Only 6.5% of the respondents preferred to drive long, i.e., more than 100

Kms. everyday.

68
 How often do you service your car?

Interpretation: 79% of the customers brought in their car for servicing every 4 to 6

months.9.5% serviced their car once in more than 6 months. 8% of their got their car every 2 to 4

months for servicing and only 3.5% of them serviced every 2 months.

Analysis: Majority of the cars were serviced at regular intervals as instructed by the service

manual. i.e., every 4 to 6 months. It also depended on the distance they covered over these

months. Around 3.5% of the cars came for servicing within 2 months. These mainly comprised

of the new vehicles which had come down for the first service.

69
  You have availed the services from which of the following service stations?

Analysis: I have limited my survey to MR HYUNDAI only. But there were customers who had

prior serviced their cars at other service centers too. In those cases, I have considered the other

service centre. Majority of 76 respondents serviced their cars at MR HYUNDAI followed by

other service centres like local mechanics or service centre.

Interpretation: Since my survey was limited to MR HYUNDAI, the majority of the respondents

were from MR HYUNDAI.

70
  How satisfied are you with the quality of the service?

Interpretation: Most of the respondents were in the category of Extremely satisfied, Quite

satisfied or Slightly satisfied category.75% of the respondents were extremely satisfied with the

quality of service followed by 16.5% respondents who were quite satisfied. 8 out of 200

respondents were slightly satisfied with the quality of service.

Analysis: This is to determine the satisfaction level based on the quality of service. Quality of

the after sales service plays a very important role in making the company a market leader.

71
  Rate your satisfaction based on the understated parameters on the following scale at

MR HYUNDAI Service Centre.

Interpretation: 59% of the respondents were satisfied with the service time taken by the service

centre followed by 19.5% who were somewhat satisfied with the service time. Only1% of the

respondents was dissatisfied with the time taken by the service centre.

Analysis: Service Time plays a very important role in satisfying the customers today. In today’s

busy world, no one likes to wait for their cars to get serviced. The faster is the car serviced, the

higher is the level of satisfaction of the customers.

72
  Did you ever face a similar problem getting repeated after a service?

If similar
problem have
been faced
after the
service?

Yes

No

20

80

Interpretation: 20% of the respondents felt that a similar problem was repeated after a service.

Analysis: It brings a bad reputation to the service centre if a similar problem gets repeated. Thus

the company needs to minimize this in order to increase the satisfaction level of the customers.

73
 If yes, whether the complaints were attended and successfully rectified?

If yes, whether the

complaints were
attended and
successfully rectified?

Yes

No

32

6
8

Interpretation: 68% of the respondents felt that their complaint was immediately attended and

successfully rectified. 32% of the respondents felt that their complaints weren’t rectified even

after repeated complaints.

Analysis: It is observed that some problems weren’t rectified even after repeated complaints.

Company should seriously take this into consideration and work upon it. It is this factor that

could create a threat to the company.

74
 Customers preferring to have their cars picked up for servicing.

Would the customer prefer pick up and drop back

Facility for servicing?

Definitely
Probably
Doesn't make a
difference
No

27.5

60.5

Interpretation: 27.5% of the respondents wanted the service centre to have their car picked up

for servicing. But a majority of 60.5% of the respondents did not want their car to be picked up.

Analysis: I wanted to find out whether the customers were interested in having their cars picked

up for servicing which would save their time and other resources. But it was surprising to know

that most of them were not interested for such a facility.

75
 If yes, would the customer pay an additional amount?

If yes, would
the customer
pay an
additional
amount?
Yes
No

47
53

Interpretation: 53% of the respondents who were interested in having their car picked up said

that they do not mind paying an additional amount for having their car picked up where as 47%

said that they wouldn’t pay any additional amount for this. They felt that it should be a benefit

given to the customers.

Analysis: I wanted to find out if the customers were willing to pay an additional amount for

having their car picked up for service.

76
The research basically focuses on:

 Degree of satisfaction based on overall quality of the service.

 Degree of satisfaction based on Information provided by the service centre.

 Degree of satisfaction based on service time.

 Degree of satisfaction based on charges.

Apart from this, I also tried to find out:

 If similar problems have been repeated after service and if yes, whether the complaint was

immediately attended to.

 If the customers would prefer to have their car picked up for service, and if yes, would they

bear an additional amount.

 If the respondents would recommend this service center to others.

77
 RESULTS & FINDINGS

 When it comes to Hyundai, it is observed that Santro has been the most popular

passenger car. India being a price sensitive market, the main reason behind the sale of

Santro is the price at which they are sold.

 It has been observed that most of the respondents travel almost 20 to 50 Kms. daily. In

the busy schedule today, people prefer to travel in their own vehicle rather than relying

on public transport. Only 6.5% of the respondents preferred to drive long, i.e., more than

100 Kms. everyday.

 Majority of the cars were serviced at regular intervals in every 4 to 6 months. It also

depended on the distance they covered over these months. Around 3.5% of the cars came

for servicing within 2 months.

 I have limited my survey to MR HYUNDAI only. But there were other customers also

who had prior serviced their cars at other service centers too. In those cases, I have

considered the other service centre. Majority of 76 respondents serviced their cars at MR

HYUNDAI followed by other service centres like local mechanics or service centre.

 This is to determine the satisfaction level based on the quality of service. Quality of the

after sales service plays a very important role in making the company a market leader.

 Service Time plays a very important role in satisfying the customers today. In today’s

busy world, no one likes to wait for their cars to get serviced. The faster is the car

serviced, the higher is the level of satisfaction of the customers.

78
 20% of the respondents felt that a similar problem was repeated after a service. It brings a

bad reputation to the service centre if a similar problem gets repeated. Thus the company

needs to minimize this in order to increase the satisfaction level of the customers.

 It is observed that some problems weren’t rectified even after repeated complaints.

Company should seriously take this into consideration and work upon it. It is this factor

that could create a threat to the company.

 27.5% of the respondents wanted the service centre to have their car picked up for

servicing. But a majority of 60.5% of the respondents did not want their car to be picked

up.But it was surprising to know that most of them were not interested for such a facility.

 53% of the respondents who were interested in having their car picked up said that they

do not mind paying an additional amount for having their car picked up where as 47%

said that they wouldn’t pay any additional amount for this.

The customers were willing to pay an additional amount for having their car picked up

for service.

79
 LIMITATION OF STUDY:

The sample size of our survey is only 200, which cannot determine the behavior of the total

population. Moreover the sample has been drawn only from one service centre in Noida where

the disposable income of an individual is medium.

 The behavior of the customer is unpredictable which may result in the lacking of

accuracy in the data.

 It has been observed that Santro is the maximum selling car of Hyundai Motor and most

of the respondents interviewed were Santro Customers, which led to biasness in the

analysis of the survey.

 Our survey consisted of 182 males and only 18 females, which led to gender biasness.

80
 CONCLUSION:

The report has highlighted the importance of providing the highest customer satisfaction and

how it affects the sales. Though in the month of December, the sales were down, by developing

competitive strategies and by delivering high class products and services, Popular Vehicles and

Services were able to keep their sales momentum. The report emphasizes the importance of

customer loyalty to develop the business.

The study which we conducted on the Four wheeler automobile sector is a

very important topic of automobile sector.

After deep research, analysis and getting information about companies as formulated that the

four wheeler automobile companies achieved success in the market. Throughout the study we

found the four wheeler manufacturer having very new and

81
 SUGGESTIONS: AND RECOMMENDATION

After sales service plays a very important role in building up the reputation of an Automobile

company. So this is the area in which the company should mainly focus. I hereby suggest some

measures as a feedback from some of the respondents:

 Respondents felt that the service provided by MR HYUNDAI is way better than that of the

other dealers. Hence more company operated workshops are needed to be opened across the

country. It is felt that the other service centres lack genuineness. Customers preferred to come to

this workshop from outstations rather than showing it to the local service or mechanics in the

city.

 Few respondents felt that the paint and body was not upto the mark. It is more prone to rust.

This is an area of concern which the company should look upon.

 Several customers had to come to the workshop with repeated problems. This needs to be

minimized.

 Several customers weren’t happy with the quality of wash in the service centre. This needs to

be checked.

 One of the major areas of concern of the respondents was regarding the booking time. They

felt that the booking time is too long.

5Automobile industry today being one of the most competitive industry, it is only after sales

service which could make a company a market leader.

82
 ANNEXURE

All information provided by you will be kept confidential.

Age: [ ] 18-25 [ ] 25-30 [ ] 30-35 [ ] 35-45 [ ] 45-55 [ ] 55-65

[ ] 65 or over

Organization:

Designation:

Education: [ ] High School

[ ] Graduate

[ ] Post Graduate

[ ] PhD

[ ] Others

Income: [ ] Less than 3, 00,000

(Per Annum in Rupees) [ ] 3, 00,000 to5, 00,000

[ ] 5, 00,000 to 8, 00,000

[ ] 8, 00,000 to 10, 00,000

[ ] 10, 00,000 to 15, 00,000

[ ] Greater than 15, 00,000

Name:

Phone No.

Sex: [ ] Male [ ] Female

83
1. Which car do you currently use?

[ ] Santro [ ] i-10

[ ] Getz [ ] Accent

[ ] Verna [ ] Sonata

[ ] Tucson

2. What is the average distance you travel in the car daily?

[ ] Less than 20 km [ ] 20 to 50 km

[ ] 51 to 100 km [ ] More than 100 km

3. How often do you service your car?

[ ] Less than 2 months [ ] 2 to 4 months

[ ] 4 to 6 months [ ] Greater than 6 months.

4. You have availed the services from which of the following service

stations? [ ] Deep Hyundai [ ] Arvind Hyundai [ ] MR HYUNDAI

[ ] Others

84
 5. How satisfied are you with the quality of the service?

[ ] Extremely Satisfied [ ] Quite Satisfied [ ] Slightly Satisfied

[ ] Neither Satisfied nor Dissatisfied [ ] Slightly Dissatisfied[ ] Quite Dissatisfied

[ ] Extremely Dissatisfied

6. Rate your satisfaction based on the understated parameters on the following scale at MR

HYUNDAI Service Centre.

I I I I I

Dissatisfied Somewhat O.K Somewhat Satisfied

Dissatisfied Satisfied

Availability of

spares. Information

provided. Service

Time Charges

7. Did you ever face a similar problem getting repeated after a

service? [ ] Yes [ ] No

9. If yes, are the complaints immediately attended and

rectified? [ ] Yes [ ] No

85
10. Would you prefer somebody form Hyundai Motor India Limited to come to your place

and pick up your car for servicing and drop it back?

[ ] Definitely

[ ] Probably

[ ] Doesn’t make a difference

[ ] No

11. In such case, are you willing to pay an additional

amount? [ ] Yes [ ] No

86
 BIBLIOGRAPHY

Websites:--

www.automobileindia.com

www.siamindia.com

www.autoblogs.com

www.indiamart.com

www.automobiles.indiabizclub.com

www.indianautomobileindustry.com

www.autocar.com

Magazines :-

Overdrive

Autocar

Books:

 HARPER W. BOYD,JR “MARKETING RESEARCH, published by Jyoti

Publisher, 2006

 RALPH WESTFALL”MARKETING RESEARCH, Himalaya Publishing

House, 2007. P. No: 170

 STANLEY F STARCH”MAKETING RESEARCH, Asia Publishing House, 1960, P.

No. 156.

87