SUMMER INTERNSHIP PROJECT ON

CUSTOMER ACQUISITION STRATEGY

SUBMITTED TOWARDS PARTIAL FULFILLMENT FOR THE AWARD OF P.G.D.M.(MKT.+I.B.)
(2012

14)

SUBMITTED BY: DEEPAK GUDENIYAN ROLL NUMBER: 1999/01240008 P.G.D.M. IInd YEAR

SURYADATTA INSTITUTE OF MANAGEMENT & MASS COMMUNICATION, PUNE

DECLARATION

I DEEPAK GUDENIYAN student of P.G.D.M. approved by AICTE here by declares that the summer training report on CUSTOMER ACQUISITION
STRATEGY , Further, I also declare that I have tried my best to

complete this report a most sincerely and accuracy ,even then if any mistake or error has been crept in ,I shall most humbly request the readers to point out those errors or omission and guide me for the removal of those errors in the future.

DEEPAK GUDENIYAN PGDM (Mkt. + I.B.) SIMMC, (PUNE)

Acknowledgement

This project is the part of the PGDM. We believe that the project report of this kind cant be purely one-man-effort and we shall be failing in our duties if we dont say feeling of thanks of those who spread their thoughts with us and without whom this study would not have been possible. The first and foremost person I would like to thank my Supervisor Ms. TANYA CHATURVEDI, HR Manager, in customer acquisition strategy at AGRA his valuable guidance, encouragement, and generous help in completion of the Report. This study is completed under the Guidance of Mr SUDISH CHATTERJEE Lecturer Department of PGDM College SIMMC (PUNE). The completion of this Project Report is also attributed to a whole lot of individuals who have knowingly or unknowingly contributed in my study.

DEEPAK GUDENIYAN

Table of Contents

Sl.No.
1

Particulars
Introduction to the topic

Page No. 5 7 29 30

Organization profile

Research Objectives

Research Methodology and limitation

Analysis, Interpretation and Presentation

Conclusions and Suggestions

32 35 39

Limitations

Bibliography

INTRODUCTION

Customer acquisition:
The process of persuading a consumer to purchase a company's goods or services. The cost associated with the important customer acquisition process is an important measure for a business to evaluate in combination with how much value having each customer typically brings to the business Customer acquisition is a broad term used to identify the processes and procedures used to locate, qualify, and ultimately secure the business of new customers. There are many different strategies used as part of the acquisition process, with some methods being more effective with specific types of potential clients. In spite of the many and sometimes contradictory ideas that surround the central idea of how to earn a customer, there are a few essentials that are included in just about any type of acquisition plan. One of the basics of any acquisition effort is to identify quality potential customers. This is sometimes accomplished with the use of telemarketing as a means of locating individuals and businesses who either express interest in or already use products similar to those produced by the business. From this initial list, these leads are then qualified a little further, using various research methods to determine if there is any solid chance of making a sale with a given lead. If there is a good chance, and the contact is interested in learning more about the products offered, his or her status is usually upgraded to that of prospect, and assigned to a salesperson for further interaction.
Who really is a Customer?

The question of defining who your customers are seems fairly easy particularly if you have segmented your market properly and understand who you are trying to satisfy. However subtlety that frequently goes undetected by many firms is that is that customer set can be divided into two parts, the apparent customer and the user. The apparent customer is the person or group of people who decide what product to buy and basically have control over the purse strings. The user is a person or group who physically uses the product or is the direct recipient of a service.

How important is this topic to the company?

Attracting new customers is an objective pursued by any organization, which in the actual competitive environment is almost inevitably facing with a phenomenon of customer migration. Therefore, lost customers must be replaced and this process involves specific activities of prospects identification, communication channels selection and choice of the adequate supply for targeting potential customers. Processes of customer retention and customer relationship development are a logical continuation of customer acquisition plans. A retention strategy aims to maintain relationships with a highest proportion of the current customer base by decreasing their migration rate. A relationship development strategy involves additional efforts to increase the value or profitability of existing customers. These strategies are differently designed in relation with various customer segments, depending on their current attractiveness and their development potential. Retention strategies may be classified into two main categories, positive and negative, in light of the influence they have on customer repurchase behaviour and attitudes. Development objectives relate primarily to selling additional products and services to customers in the current database and selling higher value or higher profit margin products and services to the same customer segments.

What did you learn from the study?

How to make new customer? How to attract the new customer for sell the product and service? Importance of marketing. How to collect the primary data from the customer? Experience of market and service? How to do research in the market? I have learn some but important experience.

INTRODUCTION OF ORGANIZATION
Hyundai Motor Company

Type

Public KRX: 005380 LSE: HYUD Automotive December 29, 1967 Chung Ju-yung Seoul, South Korea Worldwide Chung Mong-koo (Chairman & CEO) Automobiles, commercial vehicles, engines

Traded as

Industry Founded Founder(s) Headquarters Area served Key people

Products

Production output Revenue Net income Total assets Total equity

2,943,529 units (2011)

US$ 76 billion (2012)[1] US$ 7.7 billion (2012)[1] US$ 109 billion (2012)[2] US$ 43 billion (2012)[2]

Employees Subsidiaries Website

57,105 (2011)

List[show]
worldwide.hyundai.com

The Hyundai Motor Company (Hangul:; Hanja:); Hanja:; MR: Hyndae, IPA: [and]modernity; KRX: 005380) is a South Korean multinational automaker headquartered in Seoul, South Korea. Hyundai was founded in 1967 and it, along with Kia, together comprise the Hyundai Motor Group, which is the world's fourth largest automobile manufacturer based on annual vehicle sales in 2010. In 2008, Hyundai (without Kia) ranked as the eighth largest automaker. In 2010, Hyundai sold over 3.6 million vehicles worldwide. Hyundai operates the world's largest integrated automobile manufacturing facility[6] in Ulsan, which is capable of producing 1.6 million units annually. The company employs about 75,000 persons worldwide. Hyundai vehicles are sold in 193 countries through some 6,000 dealerships and showrooms.

History

The world's largest automobile manufacturing plant in Ulsan, South Korea, produces over 1.6 million vehicles annually. Chung Ju-Yung founded the Hyundai Engineering and Construction Company in 1947. Hyundai Motor Company was later established in 1967. The company's first model, the Cortina, was released in cooperation with Ford Motor Company in 1968. When Hyundai wanted to develop their own car, they hired George Turnbull, the former Managing Director of Austin Morris at British Leyland. He in turn hired five other top British car engineers. They were Kenneth Barnett body design, engineers John Simpson and Edward Chapman,

John Crosthwaite ex-BRM as chassis engineer and Peter Slater as chief development engineer. In 1975, the Pony, the first Korean car, was released, with styling by Giorgio of Ital Design and power train technology provided by Japan's Mitsubishi Motors. Exports began in the following year to Ecuador and soon thereafter to the Benelux countries. In 1984, Hyundai exported the Pony to Canada, but not to the United States, because the Pony didn't pass emissions standards there. Canadian sales greatly exceeded expectations, and it was at one point the top-selling car on the Canadian market. The Pony afforded a much higher degree of quality and refinement in the lowest price auto segment than the Eastern-bloc imports of the period then available. In 1985, the one millionth Hyundai cars were built. In 1986, Hyundai began to sell cars in the United States, and the Excel was nominated as "Best Product #10" by Fortune magazine, largely because of its affordability. The company began to produce models with its own technology in 1988, beginning with the midsize Sonata. In the spring of 1990, aggregate production of Hyundai automobiles reached the four million mark.[11] In 1991, the company succeeded in developing its first proprietary gasoline engine, the four-cylinder Alpha, and also its own transmission, thus paving the way for technological independence. In 1996, Hyundai Motor India Limited was established with a production plant in Irungattukottai near Chennai, India. In 1998, Hyundai began to overhaul its image in an attempt to establish itself as a world-class brand. Chung Ju Yung transferred leadership of Hyundai Motor to his son, Chung Mong Koo, in 1999. Hyundai's parent company, Hyundai Motor Group, invested heavily in the quality, design, manufacturing, and long-term research of its vehicles. It added a 10-year or 100,000-mile (160,000 km) warranty to cars sold in the United States and launched an aggressive marketing campaign. In 2004, Hyundai was ranked second in "initial quality" in a survey/study by J.D. Power and Associates. Hyundai is now one of the top 100 most valuable brands worldwide. Since 2002, Hyundai has also been one of the worldwide official sponsors of the FIFA World Cup. In 2006, the South Korean government initiated an investigation of Chung Mong Koo's practices as head of Hyundai, suspecting him of corruption. On April 28, 2006, Chung was arrested, and charged for embezzlement of 100 billion South Korean won (US$106 million). As a result, Hyundai Vice Chairman and CEO, Kim Dong-jinn, replaced him as head of the company.

On September 30, 2011, Yang Seung Such announced his retirement as CEO of Hyundai Motor Co. In the interim replacement period, Chung Mong-koo and Kim Eok-jo will divide the duties of the CEO position.[

Entry of Hyundai Motor Company in the Indian Market.

Hyundai established its presence in India by opening a subsidiary called Hyundai Motor India Limited with a total investment of US$ 614 Millions. The Hyundai project is the largest to be made by an MNC in the automobile sector. The plant near Chennai, in the state of Tamil Nadu is the largest manufacturing plant of Hyundai motors outside Korea and contains nearly all facilities necessary for a self sufficient manufacturing and production site for developing cars. This assembly plant not only boasts it sown assembly facilities but also a R&D center, a performance experimenting and testing center, and a driving testing ground. As such, the India plant represents a family-type combined automobile assembly facility, capable of all production processes, research and development, testing of products, marketing for sales and provision of after sale service in India. In 1997, Hyundai Motor India limited launched Santro the best small car at its worldwide debut in New Delhi. Santro is basically a face lifted version of the Atos. Santro was introduced in three different models having varying features. Santro was a runaway success in the India market and became famous as the Tall Boy car. It topped the volumes year after year in its segment. Ideology and Environment at Hyundai: A management motto at Hyundai is Customer first, best in technology, best in quality and best value for human beings. Hyundai as a company is dedicated to create new value for its customers. Hyundai Motor Companys target is to care for the environment and devote attention to the future of our

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children and their ability to inhabit a clean, pollution managed world. Hyundai believes that they have achieved the current status as a world-class company by faithfully enforcing seven management principles and creating an atmosphere where by each and every member of the company is able to work for the benefit of common future. As a result, Hyundai motor company is committed to its social responsibilities as it fulfills its mission with dedication and strength of purpose.

Goal of Hyundai To build the worlds best quality cars

SALES OF HYUNDAI LAST THREE YEAR
1,400,000 1,200,000 1,000,000 800,000 600,000 400,000 200,000 0 2010 2011 2012

Total Export Domestic sales

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12

PROFILE OF ARVIND HYUNDAI

Arvind group started its operation in January 1977 with five employees at Firozabad. Today , Arvind group has over two hundred employees spread over Agra and Firozabad. At the heart of our operations is a deep-rooted commitment , bordering an obsession towards customer satisfaction in line with the Arvind Hyundai philosophy of Drive home a relationship. In pursuit of this commitment Arvind has set many a benchmark in dealership operation and procedures that have widely been adapted by other automobiles dealership in India. It is no wonder that since inception the dealership has won an eviable numbers of awards for excellence in all aspects of the bussines i.e. sales, service and spares. At Agra ,our showroom located by bye pass road and fatehabad road have become a landmark as one the countrys few multilevel automobile dealership. Our coneveniently located customer care centre are equipped with

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state of the art facilities and manned by extensively trained technicians. Arvind Hyundai is an organization committed to ensure high quality in all process of interaction with our customers and associates to achieve TOTAL CUSTOMER DELIGHT

STRENGTH
The strength of Arvind are its people. We have amongst the lowest att rition rates in the industry. Freedom and responsibility coupled with prostaff. Policies provide a stimulating and rewarding environment that encourage people to exel at their task.

SERVICE PROVIDED TO CUSTOMER BY ARVIND HYUNDAI

Arvind Hyundai service centre is manned by Hyundai trained professionals with emphasis on quality of workmanship.In order to keep your vehicle in pristine condtion. We strongle recommend that provide servicing schedules as suggested bt the manufacturer are followed. Besides providing many a mile of driving pleasure this ensure that the warranty policy of the manufacturer is adhered to.

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Recommended service frequency for Hyundai car. SERVICE 1st service 2nd service 3rd service FREQUENCY 1200-1500 kms or 2months (whichever is earlier) 9000-10000 kms or 6 months (whichever is earlier) 19000-20000 kms or 12 months (whichever is earlier)

And every 10000 kms or 6 months , whichever is earlier thereafter, serviving your car will keep your car performance at the best level.

Mission
We at Arvind Hyundai are continuously striving to be in tune with technology, provide products and services of the highest quality, meet the performance and price aspirations of our customers and while doing so, maintain the highest standard of ethics and social responsibilities.

Constantly look to improve the quality of our services and process and look for constant development with a focus towards customer delight. To always fulfill the commitment to the people dealing with us with a fair mind and conscience.

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Chairman
Hard work heralds success, this is true in every walk of life. The success story of the Arvind Group is also scripted through hard work , determination and untiring efforts of Our Chairman Mr. Mayank Bansal , qualified and successful entrepreneur and above all a man with a heart.

Inspire of his busy schedule in the service of his country , he personally oversees the interests of his customers. Customers relationship is the mantra he believes and does not compromise on any issue with regard to customer service. Mr. Mayank Bansal very modestly accords a great deal of credit for his success to his team.

Mr. Mayank Bansal works on some simple but effective principles: A humane approach to business. A practical approach of problem solving. Concern towards other's problems. He has inculcated discipline, service orientation, and above all importance to

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customer satisfaction to his entire staff and with this encouragement and support the staff has been performing out of their skin to see Arvind Group where it should be. At the top. Above all, his leadership has earned him great respect and he has been personally responsible for the success story.

Milestones
Arvind Motors inaugurated in 1977 in an area of 12000 sft.
Arvind Hyundai established another service centre with technologically

advanced service centers at 2 & 3 Prakash Enclave, bye pass road , Agra.

Arvind Hyundai is into automobile business since last 36 years. It has a total turnover of Rs. 22 Crores with total strength of around 185

personnel employed in various capacities.

Customer satisfaction is a concept that more and more companies are putting

at the heart of their strategy, but for this to be successful, theyre needs to be clarity about what customer satisfaction means and what needs to happen to drive improvement.

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Products rolling out of Hyundai Motor India Ltd. The products that come out of the Hyundai Motors desk are 1. Santro Zing 2. Accent 3. i20 4. Sonata 5. i10 (kappa 1.2) 6. Getz

Santro Zing is a small segment car, with four different versions, and is priced between 3.38 Lakhs to 4.32 Lakhs. The four versions are named. 1. Santro Zing XE 2. Santro Zing XT 3. Santro Zing XG 4. Santro Zing XS

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Accent is medium-sized car coming in six different versions, and is priced between 5.63Lakhs to 7 Lakhs. The six versions are named. 1. Accent CRDI 2. Accent GVS 3. Accent GLX 4. Accent GLS 5. Accent GPX Tornado 6. Accent VIVA 5-door petrol.

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I20 is medium size car coming in three different versions, and is priced between 4.79Lakhs to 5.81Lakhs. The Three versions named 1. Magna 2. Asta 3. Asta(O)

Sonata is a luxury and high comfortable car of Hyundai. It is coming in two different versions, and is priced between 18.79Lakhs to 20.88Lakhs. The two versions named 1. Sonata 2.4 GDi MT 2. Sonata 2.4 GDi AT

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I10 is a small car coming in the nine different versions, and is priced between 3.29Lakhs to 5.36Lakhs. The nine versions named 1. D-Lite (1.1) 2. Era (1.1) 3. Magna 4. Magna AT 5. Sportz 6. Sportz (AT) 7. Asta 8. Asta SR 9. Asta SR (AT)

Getz is medium car coming in the seven different versions, and is priced between 3.59Lakhs to 5.48Lakhs. The Seven versions named. 1. GLE 1.1 2. GVS 1.1 3. GVS 1.1 (175 Tyre + rear spoiler) 4. GVS 1.3 5. GLS 1.3 6. GLX 1.3

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7. GVS CRDI 1.5

Regional operations North America

The Hyundai Genesis, named the 2009 North American Car of the Year.

The 6th Generation Hyundai Sonata was awarded 'Top Safety Pick' from Insurance Institute for Highway Safety (IIHS) in the United States.

The Hyundai Elantra was crowned North American Car of the Year at the 2012 Detroit Auto Show

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The Hyundai Tiburon, also known as the Tuscani in South Korea and as the coupe in Great Britain. it was discontinued in 2008.

The 2012 Hyundai Veloster is a compact 3-door sports car first produced in 2011 as a replacement for the discontinued Hyundai Tiburon.

The Hyundai Tucson, also known as ix35 in Europe and Brazil from second generation.

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Hyundai Santa Fe was awarded the Top Pick by Consumer Reports in 2008

United States
India

I-Gen-i-20 in India

Electric vehicles

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The Hyundai Sonata Hybrid uses a lightweight lithium polymer battery.

The Hyundai BlueOn electric car (Hyundai i10 EV) at the 2010 Seoul Motor Show. Main articles: Hybrid electric vehicle and Electric vehicle Hyundai Motor Company began developing FFVs in 1988. The test vehicle was 1991 MY Scoupe FFV. Since March, 1992, in Seoul, Korea, through at least November 1993, field trials of several FFVs had been performed over more than 30,000 miles. The first pure electric car developed by Hyundai was the Sonata Electric Vehicle in 1991. The car started as a Sonata sedan based model. Hyundai later produced electric vehicles utilizing the Excel, Grace, Accent, Atos, and Kia Sportage platforms. Hyundai planned to have six electric vehicles available for testing by the end of 1992. The company was using batteries from Ovonic Battery Company Inc. in Troy, MI. The Excel and the Sonata were the two different models on which the electric vehicles were based. The vehicles were scheduled to likely be tested in the United States and in Korea. The new hybrid-electric FGV-1 was unveiled at the Seoul Motor Show in 1995. The car featured fulltime electric drive technology. The 1995 Hyundai FGV-1 was the result of Hyundai's first experiments with hybrid propulsion systems in 1994. Hyundai produced its second generation hybrid-electric vehicle in 1999. The company is using the parallel type design, which utilizes either the ICE or the electric motor. The FGV-2 was the second vehicle to be produced. Others are the Elantra HEV and the Hyundai Accent HEV, which were unveiled in 1999 and 2000, respectively.

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The new hybrid electric Sonata made its debut at the Los Angeles International Auto Show in November 2008. The car featured lithium polymer battery technology. The 2011 Hyundai Sonata Hybrid sales in the U.S. began near the end of February 2011. Hyundai began producing hybrid electric vehicles in 2009. The company is using Hybrid Blue Drive, which includes lithium polymer batteries, as opposed to lithium-ion. The Avante was the first vehicle to be produced. Other are the Santa Fe Hybrid, the Elantra, Sonata Hybrid and the Hyundai i20, which will replace the Hyundai Getz. Hyundai Elantra LPI Hybrid (or Avante in the local market) was launched in the South Korean domestic market in July 2009. The Elantra LPI (Liquefied Petroleum Injected) is the world's first hybrid electric vehicle to be powered by an internal combustion engine built to run on liquefied petroleum gas (LPG) as a fuel. The Elantra PLI is a mild hybrid and the first hybrid to adopt advanced lithium polymer (LiPoly) batteries. The Hyundai Blue Will plug-in hybrid has made its U.S. debut at the North American International Auto Show in Detroit 2010. At the 2010 Geneva Motor Show, Hyundai unveiled the i-flow, a concept car using a variant of the BLUE-WILL hybrid system. The i-flow Concept uses a 1.7-liter twin-turbo diesel engine along with electric batteries to achieve fuel economy of 3 litres per 100 kilometres (94 mpg- 78 mpg-). Hyundai says a production car based on the i-flow's design will be in production by 2011.

The Hyundai Blue On is a subcompact 5-door hatchback electric car produced by Hyundai Motor Company. The prototype, an electric version of i10, was first unveiled at the Frankfurt Motor Show in 2009. The pre-production testing model was unveiled in Seoul in September 2010, when the first of 30 units were delivered to South Korean government agencies for field testing. The carmaker plans to build 2,500 units by the end of 2012. The Blue On is equipped with a LG 16.4 kWh lithium polymer (LiPoly) battery pack and charges in 6 hours with a 220 V power outlet and in 25 minutes to 80% with three-phase electric power (in a 380 V outlet). The maximum speed is 130 km/h (81 mph) and 0100 km/h is achieved in 13.1 seconds. According to Hyundai Motor Company, the total investment to develop the Blue On, its first production electric car, was around 40 billion won (US$34.3 million).

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Motorsport

Alister McRae driving an Accent WRC at the 2001 Rally Finland. Hyundai entered motorsport by competing in the F2 class of the World Rally Championship in 1998 and 1999. In September 1999, Hyundai unveiled the Accent WRC, a World Rally Car based on the Hyundai Accent. The Hyundai World Rally Team debuted the car at the 2000 Swedish Rally and achieved their first top-ten result at that year's Rally Argentina, when Alister McRae and Kenneth Eriksson finished seventh and eighth, respectively. Eriksson later drove the car to fifth place in New Zealand and fourth in Australia. In 2001, Hyundai debuted a new evolution of the Accent WRC, which was intended to improve reliability, but the performance of the car was still not good enough to challenge the four big teams (Ford, Mitsubishi, Peugeot and Subaru). However, at the seasonending Rally GB, the team achieved their best result with McRae finishing fourth and Eriksson sixth.

For the 2002 season, Hyundai hired the four-time world champion Juha Kankkunen, along with Freddy Loix and Armin Schwarz. Kankkunen's fifth place in New Zealand was the team's best result, but they managed to edge out koda and Mitsubishi by one point in the battle for fourth place in the manufacturers' world championship. In September 2003, after a season hampered by budget constraints, Hyundai announced withdrawal from the WRC and planned to return in 2006, which did not happen. In 2006, following the announcement that Korea was scheduled to earn a Formula One Grand Prix, Hyundai planned to enter the sport.[99] The Korean Grand Prix was first held in 2010, but Hyundai have not entered the championship. Hyundai announced they would be revealing their future rally plans at the 2011 Chicago Auto Show, on February 9. The current plans for rallying are focused around the newest Hyundai release, the Veloster. In September 2012 Hyundai announced that they

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were due to start the WRC with a rally model of its i20 to rival the likes of the Ford Fiesta, the Citroen DS3 and the Mini Countryman. Hyundai i20 WRC

Hyundai i20 WRC The Hyundai i20 WRC is a World Rally Car built by Hyundai for use in the 2014 World Rally Championship season 2014 World Rally Championship. It is based on the Hyundai i20 subcompact car, and was unveiled at the 2012 Paris Motor Show. The launch of the i20 marks Hyundai's return to the World Rally Championship after a ten-year absence.[103] The car is scheduled to make its first competitive appearance at the 2014 Rallye Monte Carlo, but may compete during the 2013 season to aid development. The car will be operated by Hyundai's performance division, Hyundai Motorsport from a base in Frankfurt, Germany.

Model lineup

Accent/Verna Atos/Atoz/Santro Coup/Tiburon/Tuscani Dynasty Elantra/Avante/Lantra Eon Equus/Centennial (Originally a joint project of Hyundai and Mitsubishi)[106] Excel Scoupe ix20 Genesis

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Genesis Coupe Getz/Click/Getz Prime/TB Grandeur/Azera/XG (Originally a joint project of Hyundai and Mitsubishi) i10 i20 i30/i30cw/Elantra Touring Hyundai i40 Latvia/Matrix Pony Santamo (Rebadged Mitsubishi Chariot; originally produced by Hyundai Precision Industry) Sonata/i45 Stellar Veloster

RESEARCH OBJECTIVE

To study and understand the key service parameters using Customer Acquisition and reflect upon the low performing areas:

To study about the customer satisfaction on the services provided by the dealer. To find out the most prominent area of dissatisfaction. To study the opinion of the owners of cars regarding its services like cleaning, washing, oiling, wheel balancing etc. To collect and evaluate ideas/ views and expectations of the customers for the improvement in service provided by the dealer.

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Research methodology

The research methodology is a way to solve the research problem in a systematic manner. It depends upon the various steps like objectives of the study, how the data is collected, how much is the sample size required and the limitations of the study. Properly conducted study is a valuable tool for the top management in making some decisions. Good study reduces the uncertainty. Effective research methodology leads to good research.

A study of various customers visiting Arvind Hyundai was done to ensure the level of customer Acquisition. The research tool included questionnaire, which was designed by including various queries, which would reflect the customer acquisition.

The research was based on a sample size of 100, using simple random sampling. The research included collection of data from primary sources using the research tool (questionnaire). Final stage was to analyze, interpret, and draw conclusions from the data collected.

Data sources:RESEARCH DESIGN

Research can be defined as a careful investigation or inquiry especially through search for new facts in any branch of knowledge. The research design is Descriptive Research.

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Sample Size and Techniques:

Sample Size: 50 employees of Hyundai Motors Sample Technique:

DATA COLLECTION
The task of data collection begins after a research problem has been defined and research design chalked out. Collection of data is the first step in any statistical investigation. Collection of data is a very important function. The success and failure of investigation mainly depends upon the quality of data. Adequacy and accuracy of data is essential to arrive at correct conclusion. The person who is collecting statistical data has to observe self-restraint, confidence, Patience, caution and unbiased attitude while collecting data. When we talk of collection of data we should be clear as to what does the word data cannot the word DATUM is Latin word, which means SOMETHING GIVEN. It means a piece of information which can be either quantitative or qualitative. There are two types of data by which analysis can be done. These are as follows: Primary data Secondary data

PRIMARY DATA
Data gather directly to the customer which are visiting in company and calling to the customer and regular customer which gave the detail of other customer . Advantage: Find Data we need to suit our purpose Less costly

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Disadvantage: Time consuming

SECONDARY DATA:
Pre-existing Data not gathered for the purposes of current research Company has own secondary data of regular customer and old customer. It is a second hand data & Back up Data It is collected before primary data because some of our questions might already have possibly been answered by other authors. Advantage: Longitudinal Study may be possible Usually easier to gather than primary data Disadvantages Costly Validity of secondary data is limited

Research and Development Hyundai has 6 centres worldwide, located in Korea (three offices), Germany, Japan and India. Additionally, there is an American design center in California that develops designs for US markets.

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FINDINGS , CONCLUSION & SUGGESTION

FINDINGS
1. Most of the customer visited to this workshop for free service. 2. Most of the customers already visited to this workshop 2-3 times. 3. Customers experience good when they first entered this workshop. 4. Customers attended by service advisors actively at the workshop. 5. Service advisor listened all the problems of customer carefully. 6. Customers have been fully explained by service advisor of the work to be performed before the vehicle was taken . 7. Service advisor kept customer fully informed about vehicle status. 8. Customers are partially satisfied with the services of cleaning and washing. 9. Most of the time bill of service and repair as per estimate given by service advisor. 10. Service advisor fully explained the work what was performed in the vehicle at the time of delivery. 11. All of the work had been completed what the customer had requested. 12. Customers find the behavior of service advisor is helpful. 13. It is observed that 60% of total customers got his car at the time promised by service advisor. 14. Customer level of satisfaction is very good which helps in customer retention. 15. Most of the customers rating good to overall interaction and experience with the workshop during this visit.

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CONCLUSIONS
The conclusions drawn from the research are:1. Arvind Hyundai is very much successful in fulfilling the needs of the customers. 2. Most of the frequent visitors hold a positive feedback about the services provided. 3. Arvind Hyundai is pretty successful in retaining their customers. The first time vistors also hold a good view about it. 4. Arvind Hyundai is successful in delivering almost all the promises made to their customers. Though there are few areas very care has to be taken, but overall the customer satisfaction level is good.

SUGGESTIONS
General suggestions for improving customer satisfaction to be followed by the company to be really successful in exploiting the fullest potential of their employees are as follow:-

1) Company needs to improve the facilities provided for internal cleaning and washing of the vehicle. 2) Service advisors of the company should empathize with customers and work on the feedback given by customers. 3) Company should take less time in billing of a service. 4) Company should make changes in service according to other competitors and according to the customers expectations.

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5) Some of the customers have complained about the slack in the delivery process and timings. Therefore, this is the area which I recommend to the showroom to focus a little bit more. It needs to improve its delivery process and time. Need to become little quick and fast.

ANNEXURE
CUSTOMER ACQUISITION INDEX
Details: Vehicle No: ______________________________________________________ Model: _________________________________________________________ Customer Name: _________________________________________________ Telephone No: ____________________Mobile:________________________ Date: __________________Work type: _______________________________

1. What was the main reason of your visit to this workshop? a) Free service reason b) Paid service c) Running repair d) Any other

2. How many times you have visited this Hyundai authorized workshop?

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a) 1st time times

b) 2-3 times

c) 4-5 times

d) more than 5

3. How was your experience when you first entered this workshop? a) Very good b) good c) Satisfactory d) Not satisfactory

4. How were you attended at the workshop by service advisor ?

a) Actively

b) Promptly

c) Slowly

d) Very slow

5. Did the service advisor listend your problem carefully? a) Yes b) No c) Not at all

6. Before your vehicle was taken in for the service was the work to be performed fully explained? a) explained clearly b) Partially explained c) Not explained

7. Did the service advisor keep you informed about vehicle status? a) Full information received information received b) Partial information received c) No

7. Are you satisfied with the cleaning and washing of your car? a) Fully satisfied b) Partially satisfied c) Not satisfied

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9. Are the bill of service and repair. a) more than estimate given estimate given b) almost as per estimate given c) no

10. Did someone explain to you the actual work that was performed at the time of delivery? a) Full explaination received explaination received b) Partial explaination received c) No

11. Were all of the work requested by you completed ? a) Yes b) Partially c) No d) Not at all

12. How did you find the behavior of service advisor at the service centre? a) Very co-operative b) Helpful c) Non co-operative d) Arrogant

13. Was your car ready at the time promised by service advisor? a) Yes b) No

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14. How do you rate overall interaction and experience with the workshop during this visit? a) Excellent b) Very good c) Good d) Poor

15. How do you rate overall satisfaction with Hyundai? a) Excellent b) Very good c) Good d) Poor

Please give your comments/suggestions to enable us to improve satisfaction of customers at this Hyundai authorized showroom.

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RO No Model

Customer signature

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BIBLIOGRAPHY

Books: Principles of marketing: KOTLER ARMSTRONG. Marketing Management: PHILIP KOTLER. (Analysis, Planning Implementation and Control) Services Marketing Marketing Research : TATA Mc GRAW HILL. : G.C.BERI.

Research Methodology: KOTHARI. C.R.

Websites: www.scribd.com www.projectparadise.com

WWW.GOOGLE.COM

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