Customer Association Management On Hyundai
Customer Association Management On Hyundai
Customer Association Management On Hyundai
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CONTENTS
PARTICULARS PAGE: NO
CHAPTERS
1 INTRODUCTION 1-26
2 27-37
LITERATURE REVIEW
38-42
COMPANY PROFILE
3
INDUSTRY PROFILE
BIBLIOGRAPHY
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ABSTRACT
Customer relationship management is perhaps the most important concept of modern
marketing. Until recently CRM has been defined narrowly as a customer data management
activity. By this definition, it involves managing detailed information about individual
customers and carefully managing customer “touch points” in order to maximize customer
loyalty
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CHAPTER-1
INTRODUCTION
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INTRODUCTION
Customer association management is a broad approach for
creating, maintaining and expanding customer relationships. CRM is the
business strategy that aims to understand, anticipate, manage and
personalize the needs of an organization’s current and potential
customers. At the heart of a perfect strategy is the creation of mutual
value for all parties involved in the business process. It is about creating
a sustainable competitive advantage by being the best at understanding,
communicating, and delivering and developing existing customer
relationships in addition to creating and keeping new customers. So the
concept of product life cycle is giving way to the concept of customer
life cycle focusing on the development of products and services that
anticipate the future need of the existing customers and creating
additional services that extend existing customer relationships beyond
transaction The intense competition which banks have come to face,
both as a consequence of growth of non-banking financial institutions as
well as securitization has created the fear of high risk and has increased
the attention towards Customer Relationship Management.
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OBJECTIVES OF THE STUDY
1. To find the degree of TQM implemented in the organization.
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SCOPE OF THE STUDY
Total Quality Management (TQM) methodology can help organizations to achieve business
excellence. This methodology is also useful for the hospitality industry; almost all hotels focus on
advantage and retaining guest loyalty. TQM is teamwork; every functional department must work
cohesively together and support each other in order to achieve business excellence. Different
departments in a hotel have different roles in delivering the service to hotel guests. This dissertation
is aimed to find out how the Engineering Department, a back-of-house department in a hotel, supports
the hotel goal of quality management together with the factors and practices that could impact the
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RESEARCH METHODOLOGY
Research methodology is a way to solve the research problem in a systematic manner.
It may understand as a science of studying how the research is done significantly. The
methodology may differ from problem to problem, yet the basic approach towards the
research remains the same. The sequence or steps followed have been explained as under:
RESEARCH DESIGN
ANALYSIS PATTERN
DATA COLLECTION:
This data is primary data, which I have been collected with the help of
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LIMITATIONS
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CHAPTER-2
REVIEW OF LITERATURE
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WHAT IS CUSTOMER RELATONSHIP
MANAGEMENT?
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It's a strategy used to learn more about customers' needs and
behaviors in order to develop stronger relationships with them.
After all, good customer relationships are at the heart of business
success. There are many technological
Defining CRM
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to connect and improve all areas of business to focus on creating
strong customer relationships. All forces are coupled together to
save, improve, and acquire greater business to customer
relationships. The most common areas of business that are
positively affected include marketing, sales, and customer service
strategies.
CRM helps create time efficiency and savings on both sides of the
business spectrum. Through correct implementation and use of
CRM solutions, companies gain a better understanding of their
strongest and weakest areas and how they can improve upon these.
Therefore, customers gain better products and services from their
businesses of choice. In order to achieve better insight on CRM, it is essential
to consider all of its components.
CRM- Meaning
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buy. They base their choices on their perception of quality, value, and service.
Each Consumer has a specific behaviour. But buying habits are sometimes
difficult to understand. Therefore companies always want to gain some insight
about consumer behaviour and habits in order to better control this behaviour.
Having an impact on consumer behaviour means being able to change
consumer’s perception of the product or service, to establish a relation between
the company and its clients.
The recent success of On-line banking, Charles Schwab and Merryll Lynch’s
On-line investment programs, direct selling of books, automobiles, insurance
etc. on the internet all atleast to the growing consumer interest in maintaining
direct relationship with marketers. The de-intermediation process and
consequent prevalence of Customer Relationship Management is also due to
the growth of the service economy.Another force driving the adoption of
customer relationship management has been the total quality movement. When
companies embraced Total Quality Movement philosophy to improve quality
and reduce cost, it become necessary to involve suppliers and customers in
implementing the program at all levels of the value chain. This needed close
working relationships with customers, suppliers and other members of the
marketing infrastructure. Other programs such as Just in Time and Material
resource planning also made the use of interdependent relationships between
suppliers and customers. Similarly in the current era of hype-competition,
marketers are forced to be more concerned with customer retention loyalty. As
several studies indicated, retaining customer is less expensive and perhaps a
more sustainable competitive advantage than acquiring new ones. Marketers
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are realizing that it costs less to retain customers than to compete for new ones.
Today many large internationally oriented companies are trying to become
global by integrating their worldwide operation. To achieve this they are
seeking cooperative and collaborative solutions for global operations from
their vendors instead of merely engaging in transactional activities with them.
Such customers need make it imperative for marketers interested in the
business of companies who are global to adopt Customer relationship
management programs, particularly global account management programs.
Global account management is conceptually similar to national account
management programs except that they have to be global in scope and this
they are more complex. Managing customer relationship around the world
calls for external and internal partnering activities, including partnering across
firms worldwide organizations.
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CHAPTER-3
INDUSTRY PROFILE
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COMPANY PROFILE
HISTORY:
AWARDS:
The awards received for “ Best in sales ” in south region, “Best in finance ”,
“Top performer ” in 2005 and their technicians being awarded with a Gold
Medal for standing No.1 in the world at World skill Olympics held at Korea-
stand testimony to the recognition that received at the global level.
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According to the popular belief, a customer walking into LAKSHMI HYUNDAI
is treated like an asset. His/her needs are assessed in the first stage
and the customer is educated subsequently about the product line, service
range, allied services, etc., ample information and time is given to the
prospective buyer to make up his/her mind on which car to buy.
Sales 57 0 57
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Spaces 15 0 15
Finance & 98 0 98
HR/Administration
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RECRUITMENT PROCESS AT LAKSHMI HYUNDAI:
The recruitment process involves both internal and external methods. Internal
methods namely are employee referrals, promotions, inter company
transfers.
Employee referrals;
This is the most common method of recruitment used by the organization. Last
year the organization recruited 16 employees by employee referrals.
Promotions
applications from eligible employees in lower group, who have rendered the
requisite qualifying service and who have requisite higher post.
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advertised in the press on a local/regional advertisement the vacancies may be
advertised on India Basis. A minimum of two weeks notice is to given to the
Local Employment Exchange for sponsoring suitable candidates.
Paper advertisements:
Chronicle are the two leading newspapers that the requirement of personnel is
advertised.
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satisfy prescribed minimum educational qualification and experience and those
do not .
This is the first round of interview for the candidate. The Personal
manager checks the knowledge of the candidate in the applied field along with
his positive attitude, communication skills and so on. On personal
dissatisfaction the manager can call the candidate for another round of
interview. He prepares an evaluation report on the candidates' performance in
the interview.
After the personal manager interview, the next in line is the Board
Directors Interview. There are 4 directors who take the seat of interviewer.
Questions about family background, health details, academic performance and
activities, likes and dislikes, attitudes and capabilities etc. are all questioned.
The interview conducted by the Board directors can take any shape from stress
interview to formal or informal interview depending on the kind of department
they are being recruited for. All the directors prepare an evaluation report
individually on the candidate’s performance in relation to personality,
intelligence, attitudes, skills and knowledge and so on. .
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Verification of Date of Birth, Character and Antecedents
Communication Skills 75
Confidence Level 50
Selling Skills 50
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Code Of Conduct Time Management 50
Alertness 75
350
Company Dress 50
Attendance Record 75
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As HMC’s global export hub for compact cars, HMIL is the first automotive
company in India to achieve the export of 10 lakh cars in just over a decade.
HMIL currently exports cars to more than 110 countries across EU, Africa,
Middle East, Latin America, Asia and Australia. It has been the number one
exporter of passenger car of the country for the sixth year in a row.
To support its growth and expansion plans, HMIL currently has a 315 strong
dealer network and 640 strong service points across India, which will see
further expansion in 2010.
Mr. Han Woo Park joined Hyundai Motor Company in Seoul, South Korea, in
1982 in the finance department and ever since he has been involved with
costing, auditing and the financial operations of the company.
He joined Hyundai Motor India Limited in 2003 as the Chief Financial Officer
and since then he has played a pivotal role in HMIL as he was involved in all
aspects of the company in his capacity as a CFO.
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Mr. Park has a vast experience and understanding of Hyundai Motor India Ltd
and the Indian culture and has successfully led his team for the last seven
years. Mr. Park holds a degree in Business Administration from the University of
Dankook in Seoul, South Korea.
Prior to his becoming the Managing Director of HMIL he held the position of
CFO and Senior Executive Director. Mr Park lives in Chennai with his wife. He
has two children, a son and a daughter. The son is studying at University of
Texas, Austin and the daughter is studying at SUNY Buffalo. Mr Park was born in
South Korea on January 29, 1958.
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computer aided engineering (CAE), computer aided design (CAD) and help the
R & D work taking place across Hyundai’s car line-up. The R&D Centre will help
in developing vehicles which includes their styling, design engineering and
vehicle test & evaluation. The R&D Centre will play a pivotal role for cars
manufactured in Indiainorder to satisfy the specific needs of the Indian
customers. Hyundai Motor Company’s other overseas R&D centres are located
in the United States, Germany, Japan & Korea.
The spirit of creative challenge has been a driving force in leading HMC to
where it is today.
It is the permanent key factor for HMC to actively respond to change in the
management system and seek creative and self–innovative system. With the
spirit of creative challenge, we create profits, the primary objective of a private
enterprise. Furthermore, we take responsibility for the environment and
society we belong to, and offer sustainable mobility in order to implement our
corporate philosophy and provide benefits to all stakeholders including
shareholders, customers, executives, employees, suppliers, and communities.
Vision We announced "Innovation for Customers" as our mid–to long–term
vision with
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five core strategies: global orientation, respect for human values, customer
satisfaction, technology innovation, and cultural creation. We desire to create
an automobile culture of putting customer first via developing human–
centered and environment–friendly technological
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Mid-and Long-term Strategies We developed five mid–and long–term
strategies: global management, higher brand values, business innovation,
environmental management, and strengthening product competitiveness.
Especially, we selected environmental management as one of our strategies to
meet the needs of our stakeholders and the society we belong to. We also
intend to promote sustainability development and preservation of the
environment.
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MOST LIKED SMALL CAR IS SANTROXING
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New Arrivals
EON
Santro Xing
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i10
i20
Accent
Fluidic Verna
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AUTOMOBILE INDUSTRY IN INDIA
The automobile industry in India is the ninth largest in the world with an annual
production of over 2.3 million units in 2008 in 2009; India emerged as Asia's fourth largest
exporter of automobiles, behind Japan, South Korea and Thailand.
Following economic liberalization in India in 1991, the Indian automotive industry has
demonstrated sustained growth as a result of increased competitiveness and relaxed
restrictions. Several Indian automobile manufacturers such as TOYOTA Motors, Maruti
Suzuki and Mahindra and Mahindra, expanded their domestic and international operations.
India's robust economic growth led to the further expansion of its domestic automobile
market which attracted significant India-specific investment by multinational automobile
manufacturers. In February 2009, monthly sales of passenger cars in India exceeded 100,000
units.
bryonic automotive industry emerged in India in the 1940s. Following the independence, in
1947, the Government of India and the private sector launched efforts to create an automotive
component manufacturing industry to supply to the automobile industry. However, the
growth was relatively slow in the 1950s and 1960s due to nationalization and the license raj
which hampered the Indian private sector. After 1970, the automotive industry started to
grow, but the growth was mainly driven by tractors, commercial vehicles and scooters. Cars
were still a major luxury. Japanese manufacturers entered the Indian market ultimately
leading to the establishment of Maruti Udyog. A number of foreign firms initiated joint
ventures with Indian companies.
Following the economic liberalization in 1991 and the gradual weakening of the license raj, a
number of Indian and multi-national car companies launched operations. Since then,
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automotive component and automobile manufacturing growth has accelerated to meet
domestic and export demands.
The invention of two wheelers is a much-debated issue. “Who invented the first
motorcycle?” May seem like a simple question, “safety”, bicycle, i.e., bicycle with front and
rear wheels of the same size, with a pedal crank mechanism to drive the rear wheel. Those
bicycles in turn described from high-wheel bicycles. The high –wheelers descended from an
early type of pushbike, without pedals, propelled by the rider’s feet pushing against the
ground. These appeared around 1800, used iron banded wagon wheels, and were called
“bone-crushers”, both for their jarring ride, and their tendency to toss their riders. Gottiieb
Daimler (who credited with the building the first motorcycle in 1885, one wheel in the front
and one in the back, although it had a smaller spring-loaded outrigger wheel on each side. It
was constructed mostly of wood, the wheels were of the iron-banded wooden-spooked
wagon-type and it definitely had a “bone-crusher” chassis!
FURTHER DEVELOPMENTS:
Most of the developments during the early phase concentrated on three and four-
wheeled design since it was complex enough to get the machines running with out having to
worry about them falling over. The next notable two-wheeler though was the Hildebrand &
Wolf Mueller, patented in Munich in 1894. In 1895, the French firm of DeDion-button built
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and engine that was to make the mass production and common use of motorcycle possible.
The first motorcycle with electric start and a fully modem electrical system; the Hence
special from the Indian Motorcycle Company astounded the industry in 1931. Before World
War 1, IMC was the largest motorcycle manufacturer in the world producing over 20000
bikes per year.
INCREASING POPULARITY:
The popularity of the vehicle grew especially after 1910, in 1916; the Indian
motorcycle company introduced the model H racer, and placed it on sale. During World War
1, all branches of the armed forces in Europe used motorcycles principally for dispatching.
After the war, it enjoyed a sport vogue until the Great Depression began in motorcycles lasted
into the late 20th century; weight the vehicle being used for high-speed touring and sport
competitions. The more sophisticated of a 125cc model. Since then, an increasing number of
powerful bikes have blazed the roads.
Indian is the second largest manufacturer and producer to two wheelers in the World.
It stands next only to Japan and China in terms of the number of V produced and domestic
sales respectively. This destination was achieved due to variety of reason like restrictive
policy followed by the government of India towards the passenger bike industry, rising
demand for personal transport, inefficiency in the public transportation system etc. The
Indian two-wheelers industry made a small beginning in the early 50s when Automobile
products of India (API) started manufacturing scooters in the country. Until 1958, API and
Enfield were the sole producers.
The two –wheelers market was opened were opened to foreign competition in the
mid-80s. And the then market leaders-Escorts and Enfield – were caught unaware by the
onslaught of the 100cc bikes of the four Indo- Japanese joint ventures. With the availability
of fuel-efficiency low power bikes, demand swelled, resulting in Hero Honda –then the only
producer of four stroke bikes (100cc category), gaining a top slot.
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The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and
Hero Honda brought in the first two-stroke and four-stroke engine motorcycles respectively.
These two players initially started with assembly of CKD Kits, and later on progressed to
indigenous manufacturing.
The industry had a smooth ride in the 50s, 60s and 70s when government prohibited
new entries and strictly controlled capacity expansion. The industry saw a sudden growth in
the 80s. The industry witnessed a steady of 14% leading to a peak volume of 1.9 mn vehicles
in 1990.
In 1990 the entire automobile industry saw a drastic fall in demand. This resulted in a
decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn vehicles.
Barring Hero Honda, all the major producers suffered from recession in FY93 and FY94.
Hero Honda showed a marginal decline in 1992.
The reason for recession in the sector were the incessant rise in fuel prices, high input
costs and reduced purchasing power due to significant like increased production in 1992, due
to new entrants coupled with recession in the industry resulted in companies either reporting
losses or a fall in profits.
The two-wheelers market has had a perceptible shift from a buyers market to a sellers
market with a variety of choice, players will have compete on various fronts viz. pricing,
technology product design, productivity after sale service, marketing and distribution. In the
short term, market shares of individual manufacturers are going to be sensitive to capacity,
product acceptance, pricing and competitive pressures from other manufacturers.
As incomes grow and people grow and people feel the need to own a private means of
transport, sales of two-wheelers will rise. Penetration is expected to increase to
approximately to more than 25% by 2005.
The motorcycle segment will continue to lead the demand for two-wheelers in the
coming years. Motorcycle sale is expected to increase by 20%
The four-stroke scooters will add new dimension to the two-wheeler segment in the coming
future.
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The Asian continent is that largest user of the two-wheelers in the world. This is due to poor
road infrastructure and low per capita income, restrictive policy on bike industry. This is due
to oligopoly between top five players in the segment, compared to thirsty manufacturers in
the bike industry.
Exports
India has emerged as one of the world's largest manufacturers of small cars. According to
New York Times, India's strong engineering base and expertise in the manufacturing of low-
cost, fuel-efficient cars has resulted in the expansion of manufacturing facilities of several
automobile companies like Hyundai Motors, Nissan, Toyota, Volkswagen and Suzuki.
In 2008, Hyundai Motors alone exported 240,000 cars made in India. Nissan Motors plans to
export 250,000 vehicles manufactured in its India plant by 2011. Similarly, General Motors
announced its plans to export about 50,000 cars manufactured in India by 2011.
In September 2009, Ford Motors announced its plans to setup a plant in India with an annual
capacity of 250,000 cars for US$500 million. The cars will be manufactured both for the
Indian market and for export. The company said that the plant was a part of its plan to make
India the hub for its global production business. Fiat Motors also announced that it would
source more than US$1 billion worth auto components from India.
According to Bloomberg L.P., in 2009 India surpassed China as Asia's fourth largest exporter
of cars.
Ashok Leyland
Chinkara Motors: Beachster, Hammer, Roadster 1.8S, Rockster, Jeepster, Sailster.
Force Motors
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Hindustan Motors: Ambassador.
Maruti Suzuki: 800, Alto, WagonR, Estilo, AStar, Ritz, Swift, Swift DZire, SX4,
Omni, Versa, Gypsy
Ajanta Group
Mahindra
Tara International
TOYOTA Motors
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Mitsubishi: Lancer, Lancer Cedia.
Nissan: Micra
Renault: Logan
BMW: 6 Series, 7 Series, X3, X5, X6, M3, M5, M6 and Z4.
Chevrolet: Captiva
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Porsche: 911, Boxter, Panamera, Cayman, Cayenne.
Škoda: Superb.
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CHAPTER-4
DATA ANALYSIS
&
INTERPRETATION
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TABLE 1
S NO PRODUCT RESPONDENTS %
1 INNOVA 60 60
2 ETIOS 20 20
3 FORTUNER 15 15
4 COROLLA 5 5
CHART 1
Interpretation:
From above it can be stated that the general satisfaction level of for HYUNDAI in twin
cities of Hyderabad and Secunderabad is 60%.
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2. SOURCES OF AWARENESS:
The customer was enquired about the sources of awareness with regard to HYUNDAI. This
will help to know us to which sources is playing a major role in creating awareness among the
customers.
1 T.V 35 35
2 NEWSPAPERS 25 25
FRIENDS 12 12
DEALERS 28 28
CHART-2
INTERPRETATION:
Out of the responses obtained from 100 customers 28% said that they became aware of the
Friends. And through the friends 35% of the customers are aware from the T.V. And another 25% are
aware of by the NEWS PAPERS. And only 12% are aware by the DEALERS
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3. LEVEL OF SATISFACTION:
The customer was enquired about the level of satisfaction with regard to the HYUNDAI.
S NO SATISFACTION RESPONDENTS %
1 EXCELLENT 30 65
2 GOOD 10 20
3 AVERAGE 50 10
4 POOR 10 5
CHART-3
INTERPRETATION:
Out of the responses obtained from 100 customers 65% said that they are EXCELLENT
satisfied and 20% were GOOD and 10% were AVERAGE and 5% were vehicle is poor. This data is
obtained by most of members were satisfied by HYUNDAI.
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4. What are the voluble attributes you normally look while purchasing a four-wheeler?
S NO ATTRIBUTES RESPONDENTS
1 PERFORMENS 50 50
2 PRICE 10 10
3 DESIGN 30 30
4 OTHERS 10 10
CHART-4
Interpretation:
From the above it can be stated that general normally any one while purchasing a four wheeler most of the members are seeing 50% of
members are seeing PERFORMENS and 30% of members are seeing DESIGN And 10% of members are seeing PRICE and 10% of
members are Others.
5. SUGGESTING TO FRIENDS:
The following table is regarding the customer likeliness in suggesting this showroom to
other friends. This is an indicator of customer satisfaction also.
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S NO SUGGEST FRIENDS RESPONDENTS %
1 YES 90 90
2 NO 10 10
CHART-5
Interpretation:
A look at the chart shows that 90% of the members are suggesting and 10% of the members are not
suggesting.
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6) SALSE EXECUTIVE PERFORMENS:
The following table shows “sales executive” role in explaining the features of the car to
customer. This helps to know how effective he is in his job let’s see the response.
S NO EXPLANATION IN NUMBERS %
1 EXCELLENT 70 70
2 VERY GOOD 25 25
3 POOR 5 5
CHART-6
Interpretation:
Out of 100 respondents 60 % of them felt the explanation to be “EXCELLENT”. And 35% of
them “VERY GOOD” and rest of 5% felt to be “POOR”. According to them sales executives does
knotty explain all feature POOR this kind of responses need to be considered with seriousness.
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7) DELIVERY TERMS:
One of the major factors, which has great role in “CRM”, is the delivery terms with regard to
customer query or grievance.
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TIMELY/PROMPTLY
SAFELY 25
INCONDITION 5
CHART-7
Interpretation:
From the above chart we conclude that most of the customer that is 70% of found the
delivery process is to be “TIMELY” and 25% of delivery process to be “SAFELY” and 5% of
delivery process to “INCONDITION”.
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8) What is your opinion about mileage?
S NO OPINION RESPONDENTS %
1 EXCELLENT 50 50
2 GOOD 30 30
3 AVERAGE 15 15
4 POOR 5 5
CHART-8
Interpretation:
Out of the 100 respondents 50% of them told “EXCELLENT” and 30% of them told “GOOD” and
15% of them told “AVERAGE” and 5% of them told “POOR”.
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The other factor, which has much influence on the customer, is the “AMBIENCE” of the show
room. This will help to know how the customer perceives this particular show room in comparison
with the other showroom.
1 SHOWROOM AMBIENCE 55 55
2 DISTANCE 25 25
3 APPEAL 10 10
4 OTHERS 10 10
CHART-9
Interpretation:
From the above graph we can conclude that out of 100 customers interviewed 40% were telling that
the ambience of showroom is “PLEASANT’ and 38% was telling as “EXCELLENT” and 22% says
“APPEAL” is very good.
10.Since how many months have you been using HYUNDAI car?
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No. of respondents Percentage
Interpretation:
From the above table it is seen that 37% of the respondents have been using HYUNDAI
products for past one year. While 36% have been using it for more than 1 year, and a significant 23%
of respondents have been using the service for less than six months. Only 4% of the respondents have
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11.What is the reason for choosing this car?
Interpretation
From the above table it is shown that 56% of the respondents are citing quality of service as
the factor. While 24% cited brand image as the reason for choosing the service. As far as price is
concerned only 20% of the respondents have quoted it as the reason for choosing this service.
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Convenience 53 53%
Economical 30 30%
Security 04 04%
Features 13 13%
Interpretation
In today’s busy world convenience seems to be the most overriding factor while preferring a cellular
service. It is clear that 53% of the respondents have preferred this service due to easy & hands free
availability, making it convenient to use it. On the other hand 30% have said economy of the service,
while 13% of the respondents have given features as their choice. While a meager 4% of the said
13. Do you feel that the instruments being provided along with the services is ok or you want a
change (as per choice)?
No, it is OK 90 90%
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Instruments provided with service are ok or not:
Interpretation:
From the above table it is clear that 90% of the total 100 respondents doesn’t want any change
in the instruments being provided by the company, they want as it is. But the remaining 10% of the
respondents are willing to have change in that at some choice, in terms of certain features as
Respondents Percentage
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Interpretation:
The above table indicates that the HYUNDAI services are easily available in urban areas; this
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15.Are you satisfied with the quality of service being provided?
Yes 85 85%
No 5 5%
To some extent 0 0%
Interpretation:
From the above table it is clear that 85% of the respondents are satisfied with the quality of
service while a significant number i.e., 10% of the respondents couldn’t say anything and 5% of the
respondents replied they are not satisfied with the quality of service.
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No. of respondents percentage
Yes 10 10%
No 90 90%
Facing of problems:
100
90
90
80
70
60
50
40
30
20
10
10
0
Yes No
Interpretation:
The above table indicates that at the time of activation only 10% of the respondents have
faced problem with company, and 90% of the respondents have not face any problem.
17. YES, What is your rating factor for Car which you will give?
RATING FACTOR :-
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62 4 1
Quality
46 20 1
Price 55 12 0
Longevity
Others (_)
Interpretation:
By the above bar-chart we know that out of 100 respondents 67% have used the HYUNDAI. Out of
67% respondents 62% people rated good quality, 4% respondents rated fair quality and remaining 1%
respondents rated bad quality.
Out of 67% respondents 46% respondents rated good price, 20% respondents rated fair quality
and remaining 1% respondents rated bad price.
Out of 67% respondents’ 55%respondents rated good longevity and 12% respondents rated fair
longevity.
18. What way you think promotion of HYUNDAI Products Should be done
a) Offers b) Advertisement
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c) Free Service d) others ( )
Offers Advertisement Advertisement Free Service Free service and offers All the
above
And offers
8 10 17 42 5 6
Interpretation:
By this pie-chart we know that the promotions should be done by free service and advertisement.
1 Completely 25
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2 Useful 73
3 Not useful 2
Appointment system
Interpretation:-
Among the 100 customers when a question was raised regarding the usefulness of service
appointment system 25% of the respondent said completely useful, 73% said useful and 2% said not
useful.
CHAPTER-V
63
FINDINGS
SUGGESTIONS
CONCLUSION
ANNEXTURE
BIBLIOGRAPHY
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FINDINGS
1. Most of the respondents were aware by the friends and relatives (48%).Advertisements (28%)
also helped in providing information to the respondents.
2. 82% of the respondents were aware of HYUNDAI brand.
3. In advertisement media newspapers (56%) were much affective and motor (38%) was also a
major advertising media.
4. Many factors like family members advertising were responsible for influencing the customers to
buy HYUNDAI MOTORS.
5. 6% of the customers were very much satisfied with HYUNDAI MOTORS. Whereas 58% was
satisfied with HYUNDAI MOTORS.
6. 39% of the respondents were satisfied with the service of the HYUNDAI MOTORS.
7. After sales service at door step 38% was one of the factors which help the purchaser to buy a
HYUNDAI MOTORS. Prompt service 52% also help to attract the purchaser.
8. 54% of the respondents considered the price of the HYUNDAI MOTORS. As higher where as
only 8% considered as economical and 38% of the respondent said it as reasonable.
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SUGGESTIONS
1. The most important media for consumer durables is MOTORS. So, they should go for
television advertisements rather going for newspaper, the television advertisements influences
more on the people. They should spend some expenditure for T.V. advertisements.
2. Being the price of the HYUNDAI MOTORS is high they should try to reduce prices because
there are many other TV’s which can be purchased at lower cost, and then these people are
selling. If not, the sales may decrease.
3. More features should be added to the television according to the needs of the customer,
because their competitors are coming with new models. According to the competitors
changing models also these people should change the models also these people should change
the models or change the technology.
4. Company should give some incentives to the dealers for promoting the products of
HYUNDAI MOTORS. They should not neglect dealers. They should select good dealers, b
which they can give customer satisfaction.
5. Company should setup service centres at dealer level itself. They should train some personnel
for exclusive maintenance of these Televisions. They should provide home service to the
customers. The personnel should be appointed by company to the dealers. The service should
be accurate.
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CONCLUSION
Innova was inferred that most customers of high-income group preferred the supply of
Innova CARS. About 70% of customers are aware of Innova CARS.
Most of the customers agree that Innova is best quality with reasonable price the attitude 50%
of customers towards price of Innova Cars is reasonable. But 10% of the customers of asking
for improvement in the quality.
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ANNEXTURE
Address: ______________________________________________________________
……………………………………-o0o-………………………………………………
2. SOURCES OF AWARENESS: ()
3. LEVEL OF SATISFACTION ( )
4. WHAT ARE THE VOLUBLE ATTRIBUTES YOU NORMALLY LOOK WHILE PURCHASING
A FOUR-WHEELER? ()
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7) DELIVERY TERMS: ()
10. PLEASE RATE OVER ALL EXPERIENCE WITH REGARD TO THE ABOVE
ANS: ___________________________________
(A) DID THE SALES PERSONNEL CONTACT YOU ABOUT THE SATISFACTION
LEVEL AFTER DELIVERING THE CAR.? (YES / NO)
__________________________________________________________________________________
__________________________________________________________________________________
___________________________________________
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BIBLIOGRAPHY
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