INTRODUCTION

It is true fact that if you are satisfied you recommended to others. Word of mouth and
customer satisfaction play a very important role in determining market perception about
an automobile. It is the market perception that determines the success of a company and
so it is very important for the car manufacturers to measure the willingness of existing
users of a product to recommend It to others. The same is a lot of interest to customers
as well for it helps them make the purchase decision. A car is one of the most significant
purchases that an Indian household makes and this term paper addresses the most
important question that perplexes car manufacturers:What makes the perfect car that
influence will willfully purchase?The Term Paper highlights the factors that influence
the buying decision of a consumer. The factor under consideration would be:
Price
Features in the car
Safety standard
Warranty scheme
Finance facility
Customer satisfaction measurement helps to promote an increased focus on customer
outcomes and stimulate improvements in the work practices and processes used within
the company. Customer expectations are the customer-defined attributes of your product
or service. We cannot create satisfaction just by meeting customers requirements fully
because these have to be met in any case. However falling short is certain to create
dissatisfaction .Major attributes of customer satisfaction can be summarized as:
Product quality
Keeping delivery commitments
Price
Responsiveness and ability to resolve complaints and reject reports
Overall communication, accessibility and attitudes

Values + Benefits - Features Attributes We cannot begin to address the customer
satisfaction issue we define the parameters and measures clearly .The customer
satisfaction index represents the overall satisfaction level of that customer as one number,
usually as a percentage

The buying process involves the following steps: Problem Recognition Information
search Evaluation Decision Buy Post Purchase Dissonance Dissatisfaction = Satisfaction
= Brand Brand Rejection Acceptance

Customer Satisfaction Survey for HYUNDAI

In this world of competition any organization cannot avoid Customers. It has become a
necessity for an organization for its survival in any industry so that customer Satisfaction
plays important role in each an every product life cycle. Today Companies are facing
toughest competition ever. The intense competition makes the companies to take the
necessary steps. To retain their existing customer as well as attract new once. In the
environment of advancement of the technology the companies are trying hard to keep the
pace with latest development. This survey will help the company to know the customers
satisfaction level and feedback of customers at the product. It will also help company to
know about the competitors. This will help company to know about wants and
expectation of customers. The company can also know if there are any problems faced by
the customers.



COMPANY PROFILE
Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai
Motor Company (HMC), South Korea and is the second largest car manufacturer and the largest
passenger car exporter from India. HMIL presently markets 37 variants of passenger cars across
segments. The Santro in the B segment, the Getz Prime, i10 and the Premium hatchback i20 in
the B+ segment, the Accent and the Verna in the C segment, the Sonata Embera in the E segment
and the Tucson in the SUV segment. Hyundai Motor India Ltd, continuing with its tradition of
being the fastest growing passenger car manufacturer. Hyundai has different product as follow:1.
Santro Xing :Santro is one most small family related comfortable car, which come under
Economy segment. It is mostly sellable by the Hyundai Motors. It has been most good
performance by the buyers. And also good result of it.
Hyundai i10:3. I 20: Accent5. Verna:Sr. No. Features1. Types LxLxi2. Petrol Or Diesel
Petrol3.

INDUSTRY PROFILE
Industry Profile Indias love affair with the automobile is famously embodied in the
1920s Rolls Royce collections of the erstwhile maharajas. The growing middle class
aspires for the automobile for its convenience and as a status symbol. Upper middle class
and wealthy car owners employ full-time chauffeurs to navigate the aggressive and
seemingly lawless traffic patterns of most cities. The construction of expressways such as
the Mumbai-Pune expressway has opened up new touring opportunities. The expected
launch of a Formula One circuit in New Delhi is expected to spark public enthusiasm for
a motor sporting industry. The automobile industry has changed the way people live and
work. The earliest of modern cars was manufactured in the year 1895.Shortly the first
appearance of the car followed in India. As the century turned, three cars were imported
in Mumbai (India).Within decade there were total of 1025 cars in the city. While
automobiles were introduced to India in the late 1890s, the manufacturing industry only
took off after independence in 1947. The protectionist economic policies of the
government gave rise in the 1950s to the Hindustan Motors Ambassador, based on a
1950s Morris Oxford, and, are still ubiquitous in the roads and highways of India.
Hindustan Motors and a few smaller manufacturers such as Premier Automobiles, Tata
Motors, Bajaj Auto, Ashok Leyland and Standard Motors held an oligopoly until Indias
initial economic opening in the 1980s. Themaverick Indian politician Sanjay Gandhi
championed the need for a "peoples car"; the project was realized after his death with the
launch of a state-owned firm Maruti Udyog Ltd.(MarutiSuzuki India Ltd.) which quickly
gained over 50% market share. The Maruti 800 became popular because of its low price,
high fuel efficiency, reliability and modern features relative toits competition at the time.
Tata Motors exported buses and trucks to niche markets in the developing world. The
liberalization policy of Indian government in 1991 opened the flood gates of competition
and growth which have continued up to today. The high growth in the Indian Economy
has resulted in all major international car manufacturers entering the Indian market.
General Motors, Ford, Toyota, Honda, Hyundai and others set up manufacturing plants.
RollsRoyce, Bentley and May Bach are examples of the few high end automobile
manufacturers which entered India in the recent years. The Tata Nano is at the lower end
of the price range costing approx US$ 2,500 and Bugatti Veyron at the other with a price
tag of over US$ 2million.The automobile industry in India is the eleventh largest in the
world with an annual production of approximately 2 million units. India is expected to
overtake China as the worlds fastest growing car market in terms of the number of units
sold and the automotive industry is one of the fastest growing manufacturing sectors in
India. Because of its large market (India has a population of 1.1 billion; the second
largest in the world), a low base of Car ownership (25 per1,000 people) and a surging
economy, India has become a huge attraction for car manufacturers around the world.
Though several major foreign automakers, like Ford, GM and Honda, have their
manufacturing bases in India, Indian automobile market is dominated by domestic
companies. Maruti Suzuki is the largest passenger vehicle company; Tata Motors is the
largest commercial vehicle company while Hero Honda is the largest motorcycle
company in India. Other major Indian automobile manufacturers include Mahindra &
Mahindra, Ashok Leyland and Bajaj Auto Ltd. The automotive industry directly and
indirectly employs 13 million individuals in India. The industry is valued at about US$
35 billion contributing about 3.1% of Indias GDP (nominal). Indias cost-competitive
auto components industry is the second larges tin the world. List of automobile
manufacturers in India Indian companies Multi-national companies Force Motors Audi
Ashok Leyland BMW Hindustan Motors Fiat Mahindra & Mahindra Limited Ford
Motors Hyundai Motors ltd Maruti Suzuki General Motors Premier Automobiles
Honda
REVA Hyundai Tata Motors 8 Renault-Nissan Mercedes-Benz Mitsubishi Motors
Skoda Toyota

OBJECTIVE & SCOPE
Objective Primary :-1. Conduct customer satisfaction survey for HYUNDAI
.2. To find out customer expectation from HYUNDAI
.3. To study the factors those satisfy and delight the customer.
Secondary objective:-
1. To find out problem faced by customers.
2. To understand the customers requirement from the HYUNDAI
.3. To know customer opinion about HYUNDAIs vehicles.

SCOPE OF WORK
The customer is always right. This is incontrovertible. Customer belongs at the heart of
every business because without them there is no business. Without their money, there is
no exchange. Therefore, for any company, the customer is the starting point that
influences very move. Marketing is based on this logic. It is process by which a company
finds out what its customers want and need, and then delivery it in a way that that makes
as much profit as possible. Because marketing focuses on customers, the heart of every
business and sources of all income, it follows logically that marketing as a mere function
of business to be performed intermittently. By focusing on different customers, a
marketing orientation gives a company an edge over those who focus more on different
products, selling and the production. Marketing opportunity arise when customer wants
and need arise. There is no point in trying to sell something for which there is no demand.
The production process must be informed by customer demand. Customer will not often
buy just because it is exist. Customers are satisfied when offered what are needs. In
practice, they are not all that easy to please. Marketing is also about predicting what
customer will want and need in the future. It is native have to think that customers needs
and want remain constant, adopting the customer-centered approach to a business will
involve change. As psychiatrists have noted, change is always stressful but often
necessary. Wants and needs change along with markets, product, and cultures. The
SLEPT FACTOR (social, legal, economical, political, and technological) can affect the
behavior of customers, the market they form, and the ways in which a company can
respond. To stay ahead of competition, a change in outlook must occur. Innovation
should be encouraged. Marketing has been conceptualized and accepted as an activity
directed at satisfying need and wants through exchange process. The
Marketing Concept is essentially the satisfaction of the customer needs through
integrated marketing with the intend to satisfy the customers while earning the profit.
The basic idea is that a satisfied customer will likely to repurchase, leading to increase
sales and share for the firm. Integrated marketing activities aimed at producing customer
satisfaction include what have been referred to as 4 Ps of marketing, namely product,
promotion, price & place. Generally marketing is conceder as the Primary functional area
in the firm that works to satisfy the firms customers. It is true that customer satisfaction is
the result of total marketing efforts, industry has generally failed to recognized the
importance of customer as provided by physical distribution to the customer satisfaction
and has not effectively integrated customer service with the other component of
marketing mix. Customers expectations :individual or organization that has value.
Customers expectations are continuously increasing. Brand loyalty is a thing of past.
Customer seek out products and producers that are best able to satisfy there requirements.
A product does not need to be rated highest by the customer on all dimensions, only those
they think are important. Customer is defined as anyone who receives that which is
produced by the Customer perceived value: Customer perceived value is difference
between the prospective customers evaluation of all the cost of an offering and the
perceived alternatives. Total customer value is perceived monetary value of the bundle of
economics, functional and psychological benefits customer expect from the given
marketing offering .Delivering high customer value the key to generating high customer
loyalty is to deliver high customer value. According to Michel Lanning, a company must
design a competitively superior value deliver system. Customer satisfaction :Satisfaction
is the persons feelings of pleasure or disappointment resulting from comparing a
products perceived in relation to his or her expectations. In general, if performance of
the products matches the expectations, the customer is said to be satisfied. Customer
satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectations. In a competitive marketplace where
business complete for customers, customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy. If performance exceeds
expectations, the customer is said to be highly satisfied or delighted. If the performance
falls short of expectations, the customer is said to be dissatisfied. Measuring customer
satisfaction: Organizations are increasingly interesting in retaining existing customers
while targeting non-customers 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 ambiguous and 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 can also vary
depending on other options the customer may have and other products against which the
customer can compare the organizations products. Importance to measure customer
satisfaction: While is it is critical to be in sync with the overall business objectives of the
organization, it is also critical to be in tune with information requirements of users, and
the value they find in services provided by the info center. In order to be perceived as
integral assets to their organizations, most information professionals are concerned with
expanding their activities, and serving more customers better. Building on a loyal
customer or user base is the best and easiest way to grow your business. Just as
companies find it costs approximately five times more to acquire new customers than it
costs to keep a customer, Info Centers will find it most cost effective to grow by building
on the services now provided to loyal, committed customers. To continue earning that
customer loyalty, information professionals must keep tabs on the satisfaction levels and
perceptions of value held by Info Center users. Strategies to develop the new business
should always be balanced by strategies to retain existing business and ensure ongoing
satisfaction of existing customers. There is an also real bottom line reason for measuring
customer satisfaction. Positive results from customer satisfactions studies will make a
strong statement in support of continued funding for Info Center activities. Tools for
measuring Customer Satisfaction: Complaint and Suggestion Systems: A customer-
centered organization makes it easy for customers to register suggestions and complaints.
Companies also using web sites and e-mail for quick, two-way communication. Customer
Satisfaction Survey: Responsive companies measure customer satisfaction directly by
conducting periodic surveys. Ghost Shopping :Companies can hire people to pose as
potential buyers to report on strong and weak points experienced in buying the
companys and competitors products. These shoppers can even test the companys sales
personnel handle various situations.
Lost Customer Analysis: Companies should contact customers who have stopped buying
or who have switched to another supplier to learn why this happened.
Focus Groups: Focus groups can be held on an informal or formal basis. On an informal
basis, consider having a group of users meet for coffee or lunch to discuss their
satisfaction with services being evaluated. On a more formal basis, a facilitator with
experience in leading focus groups can work with personnel to plan questions and
activities to elicit perception of value and satisfaction from participants.
Customer Satisfaction Survey: Study show that although customers are dissatisfied with
one out of every four purchases, less than five percent of dissatisfied customers will
complain. Most customers will buy less or switch to other supplier. Complaint levels are
thus not good measure of customer satisfactions responsive companies measure
customers Satisfaction directly by conducting periodic survey. They send questionnaire
or make telephonic calls to a random sample of recent customers. They also solicit
buyers views on there competitor performance. While collecting customer satisfaction
data, it is also useful to asked additional questions to measure re purchase intention; this
will normally be high if his customer satisfaction is high. It is also useful to measure
likely hood or willingness to recommend the company and brand to others. A high
positive word-of-mouth score indicates that the company is producing high customer
satisfaction. Customer satisfaction helps company in knowing the wants, needs and
expectation of customers. It also helps to collect feedback about products. This will assist
company in new product development.

REVIEW OF LITERATURE

Marsha Peter (2OO2) examines temporal changes in post-purchase product satisfaction
for a durable goods purchase. Involvement and satisfaction variables were measured in a
cross-sectional and a longitudinal study of car owners. Overall, consumers with high
product involvement showed slightly greater satisfaction with their cars than low-
involvement consumers over the term of ownership. However, in the 2-month period
after purchase, consumers with high product involvement showed a decline in
satisfaction, whereas low-involvement consumers satisfaction increased. The role of
disconfirmation in these changes was investigated. Benefits and problems
disconfirmation were found to make independent contributions to satisfaction judgments,
and the strength and form of contribution varied with product involvement. These
findings suggest that benefits and problems disconfirmation need to be measured
separately in satisfaction research. Yooshik Yoon(2004) studied the effects of motivation
and satisfaction on destination loyalty: a structural model and investigates the relevant
relationships among the constructs by using a structural equation modeling approach.
Consequently, destination managers should establish a higher satisfaction level to create
positive post-purchase behavior, in order to improve and sustain destination
competitiveness. Diane Halstead(1993) studied the Focuses on a group of unsatisfied car
owners. Examines the roles of the car warranty and the post-purchase service received
during the complaint process in terms of their effects on customers satisfaction with
complaint resolution. Presents some suggestions for customer service policies, complaint
handling procedures, and warranty fulfillment service. James Y.L. Thong(2006) studied
the effects of post-adoption beliefs on the expectation-confirmation model for
information technology continuance .The expectation-confirmation model (ECM) of IT
continuance is a model for investigating continued information technology (IT) usage
behavior. This paper reports on a study that attempts to expand the set of post-adoption
beliefs in the ECM, in order to extend the application of the ECM beyond an instrumental
focus. The expanded ECM, incorporating the post-adoption beliefs of perceived
usefulness, perceived enjoyment and perceived ease of use, was empirically validated
with data collected from an on-line survey of 811 existing users of mobile Internet
services. The data analysis showed that the expanded ECM has good explanatory power
(R2=57.6% of continued IT usage intention and R2=67.8% of satisfaction), with all paths
supported. Hence, the expanded ECM can provide supplementary information that is
relevant for understanding continued IT usage. The significant effects of post-adoption
perceived ease of use and perceived enjoyment signify that the nature of the IT can be an
important boundary condition in understanding the continued IT usage behavior. At a
practical level, the expanded ECM presents IT product/service providers with deeper
insights into how to address IT users satisfaction and continued patronage. Marsha L.
Richins(2002) Post-purchase product satisfaction: Incorporating the effects of
involvement and time describes changes in post-purchase product satisfaction for a
durable goods purchase. Involvement and satisfaction variables were measured in a cross-
sectional and a longitudinal study of car owners. Overall, consumers with high product
involvement showed slightly greater satisfaction with their cars than low-involvement
consumers over the term of ownership. However, in the 2-month period after purchase,
consumers with high product involvement showed a decline in satisfaction, whereas low-
involvement consumers satisfaction increased. The role of disconfirmation in these
changes was investigated. Benefits and problems disconfirmation were found to make
independent contributions to satisfaction judgments, and the strength and form of
contribution varied with product involvement. These findings suggest that benefits and
problems disconfirmation need to be measured separately in satisfaction research Claes
Fornell(1992) examines that Many individual companies and some industries monitor
customer satisfaction on a continual basis, but Sweden is the first country to do so on a
national level. The annual Customer Satisfaction Barometer (CSB) measures customer
satisfaction in more than 30 industries and for more than 100 corporations. The new
index is intended to be complementary to productivity measures. Whereas productivity
basically reflects quantity of output, CSB measures quality of output (as experienced by
the buyer). The author reports the results of a large-scale Swedish effort to measure
quality of the total consumption process as customer satisfaction. The significance of
customer satisfaction and its place within the overall strategy of the firm are discussed.
An implication from examining the relationship between market share and customer
satisfaction by a location model is that satisfaction should be lower in industries where
supply is homogeneous and demand heterogeneous. Satisfaction should be higher when
the heterogeneity/homogeneity of demand is matched by the supply. Empirical support is
found for that proposition in monopolies as well as in competitive market structures.
Likewise, industries in general are found to have a high level of customer satisfaction if
they are highly dependent on satisfaction for repeat business. The opposite is found for
industries in which companies have more captive markets. For Sweden, the 1991 results
show a slight increase in CSB, which should have a positive effect on the general
economic climate .Richard Oliver (2000) Response determinants in satisfaction
judgement, examines that The effects of five determinants of satisfaction are tested as
well as individual differences in satisfaction formation. Manipulations of attribution,
expectancy, performance, disconfirmation ,and equity are written into stock market
trading scenarios in a full factorial design. Results show that all main effects and four
ordinal two-way interactions are significant. Then, an individual-level analysis is
performed on the repeated measures data. Three clusters of subjects sharing similar
response tendencies (disconfirmation, performance, and equity) are identified and related
to investment attitudes, outcome attitudes, and demographics. No consistent relationships
are discovered, suggesting that the response differences reflect deeper behavioral
tendencies .Implications of this approach for satisfaction paradigms, satisfaction theory,
and individual satisfaction response orientations are presented.

RESEARCH METHODOLOGY Definition:
Research methodology is a process to systematically solve the research problem. It may
be understood as a science of studying how research is done scientifically. Why a
research study has been undertaken, how the research problem has been defined. In what
way and why the hypothesis has been formulated, what data have been collected and
particular method has been adopted. Why particular technique of analyzing data has been
used and a host of similar other questions are usually answered when we talk of research
methodology concerning a research problem or study. A research design serves as a
bridge between what has been established (the research objectives) and what is to be
done, in the conduct of the study. In this project research done is of conclusive nature.
Conclusive research provides information that help in making a rational decision.
Descriptive design was choose to measure the satisfaction level of customers on the basis
of different parameters such as quality, price, features, technology, after sale services etc.
This design ensured complete clarity and accuracy. It also ensured minimum bias in
collection of data and reduced the errors in data interpretation. Statistical method was
followed in this research because the data was of descriptive nature and it also enabled
accurate generalizations. The objective of this term paper is to conduct the Customer
Satisfaction Survey for Hyundai and recording, analyzing and interpreting the wants and
expectations of customers. For the company ,it is essential to know whether customers
are satisfied or not with the Hyundai and services provided by company.
Statements of the problem:
The purpose of conducting this research is to get the actual idea about the experiences of
customers and their satisfaction level with Hyundai. What types of problem they face
after purchasing the vehicles. The purpose of conducting this research is also to find out
expectations of customers for Hyundai. Users were selected and then the analysis was
formed regarding the peoples beliefs, satisfaction and expectations about the Hyundai.
SOURCES OF DATA
Primary data: Primary data are those which are collected a fresh and for the first time
and thus happen to be original in character. It was collected through questionnaire and
personal interviews.
Secondary data: The secondary data are those which have already been collected by
someone else and Which have already been through the statistical process. The data were
collected in the form of company profile and produce profile from the web sites and news
paper. Some of the books were referred for theoretical concepts.







QUESTIONNAIRE1
NAME
.ADDRESS
CONTACT NO..
1. Which Model of Hyundai are you using? Car:-
2. How many years you are using this model? a) 0-2 years b) 2-3 years c) 3-4 years d) 4-5
years
3. Preference for choosing particular car? a) Comfort b) Mileage c) Feature d)
Performance e) Looks f) Price g) Others Please specify:-
4. Are you satisfied with your car? a) Yes b) No If No, give the reasons for the same
. a) Comfort b) Mileage c) Feature d) Performance e) Looks f) Price
5. Are you satisfied with the free accessories provided by the company? a) Yes b)
6. Do you prefer Hyundai-Insurance over any other insurance option? a) Yes b) NoIf No,
then why:-.
7. What is your Post-sales experience after purchasing the car? a) Excellent b) Good c)
Average d) Below Average
8. Did you receive any intimation through calls or letters for the service due date to get
your vehicle serviced? a) Yes b)
9. Do you find easy availability of spare parts? a) Yes b)
10. Are you satisfied with the overall service of Hyundai? a) Excellent b) Good c)
Average d) Below Average
11.Would you like to recommend the Hyundai car to your friends/relatives? a) Yes b) No
12. In which sector do you think/feel Hyundai should improve? a) Price b) Quality c)
Service d) Others
13. Would you like to re purchase the Hyundais car? a) Yes b) No



QUESTIONNARE2

Questionnaire
Dear Sir/Madam,
I am a student of 4th semester MBA, in AIT, Bangalore. As a part of our curriculum, I have undertaken a
project work on A study on customer satisfaction on Hyundai Cars and After Sales services at
Lakshmi hyundai, Bangalore with the permission of concerned authority. I request you to fill the
following questions accurately as for as possible. The information provided by you will be used for the
academic purpose, please co-operate.
Thanking you, yours sincerely,
(Shashikumar)
GENERAL INFORMATION:
1) Name : _________________________________________

2) Address : _________________________________________
_________________________________________
3) Sex :
a) Male ( ) b) Female ( )

4) Marital Status:
a) Married ( ) b) Unmarried ( )

5) Age:
a) 20-35( ) b) 35-50 ( ) c) 50-60 ( )


6) Occupation:
a) Business ( ) b) Private Employee ( )
c) Government Employee ( ) d) Student ( ) e) others


7) Monthly income:
a) Less than 30,000 ( ) b) 35,000 50,000 ( )
c) 55,000 1, 00,000 ( ) d) 1, 00,000& above ( )

8) Why did you purchase the vehicle?
a) Office use ( ) b) Business( )
c) Necessity ( ) d) Status ( )

09) What was the source of information for Hyundai cars?
a) Existing customer ( ) b) Magazines( )
c) Friends and Relatives ( ) d) Internet/Media ( )
10) How do you rate the Hyundai cars on the below parameters on scale 1- 5?
Concern No of Respondents Percentage
Price
Safety
Performance
Service
Appearance
Fuel
Consumption

Technology
Total



11) Do you agree Hyundai cars are better than other cars?
Yes ( ) No ( )


12) What is your satisfaction regarding maintenance of Hyundai cars?
a) Under Customer strength ( ) b) Economical ( )
c) Manageable ( ) d) Expensive ( )


13) Did Lakshmi hyundai give the option of home delivery of your booked car?
Yes ( ) No ( )


14) Did Lakshmi hyundai made an effort to build strong relationship with customers?
Yes ( ) No ( ) Cant Say ( )

15) Would you recommend family and friends to buy Hyundai Cars?
Yes ( ) No ( )

16) Would you come back for your up gradation of the car from Lakshmi hyundai?
Yes ( ) No ( )

17) In which segment do you think Hyundai cars should make an improvement?
a) Price ( ) b) Quality ( )
c) Service ( ) d) Others ( )




18) How is the quality of interiors in hyundai Cars?
a) Good ( ) b) Satisfactory ( )
c) Excellent ( ) d) Average ( )


19) What is your overall impression of Hyundai Cars as a brand?
a) Excellent ( ) b) Good( ) c) Average ( ) d) Satisfactory ( )


20) What other variants would you prefer to have in Hyundai cars?

a) Colour variants ( ) b) Hybrid Vehicles ( )
c) Automatic transmissions ( ) d) New car models ( )