A

PROJECT REPORT
ON
CUSTOMER SATISFACTION
IN

SUBMITTED IN PARTIAL FULFILLMENT OF AWARD OF DEGREE OF

BACHELOR IN BUSINESS ADMINISTRATION
Affiliated To : C.C.S. University, Noida
ACADEMIC SESSION
[2010-2013]

INSTITUTE OF MANAGEMENT STUDIES,

A-8, B-IMS, Campus, Sec-62, NOIDA

SUBMITTED TO:

SUBMITTED BY:

Mr. Atulesh Sharma

(Faculty of BBA Department)

Sujeet Kumar
Roll No 9194613
BBA VIth Sem.

DECLARATION

I SujeetKumar pursuing Bachelor of Business Administration (BBA) from IMS, Noida in

session 2010-2013. I Hereby Declare That This summer training project report titled
CUSTOMER SATISFACTION ON HYUNDAI MOTORS is the outcome of my own
effort at M. R. Hyundai organization under the guidance of Mr. SUMIT SHARMA (G.M).
The same report has not been submitted earlier to any institute/University for awarding the any
degree/diploma of Bachelor of Business Administration are any other professional course. if
there will be any violation of IPR than I will be solely responsible to that and in institute/
university has right to cancelled my degree.

Date
Place

SIGNATURE IN FULL..........
SujeetKumar

ACKNOWLEDGEMENT

As a student, a lot of guidance is needed to me for preparing this report. I am very grateful to of
Hyundai Motor India Limited without whose guidance and help the Last but not the least I

would like to thanks to Academics without whose feedback and encouragement this
project would not have been possible. Their help has gone a long way in successful
completion of my project.
research would never been possible.
I am also indebted to number of consumers for sharing their insight and experiences with me.
I would like to thank colleagues and friends from IMS, Noida and elsewhere for their help and
assistance in the compilation of this work.
At last but not least, I would like to thanks all those who directly or indirectly helped me to
prepare this project report.
I would like to thank to my external guide Mr. Atulesh Sharma (Faculty of BBA Dept.).

SUJEETKUMAR
BBA-VITH SEM.

TABLE OF CONTENST
Title

Page No.:

Part 1:

About Customer Satisfaction

Introduction of organization
Brief history of the organization
Organization Performance
Organization products/services
Major challenges of the organization

5
9
15
16
17
57

Part 2:

Introduction of problem
Object of study
Literature review
Scope of study
Research Methodology
Data Presentation
Results & Findings
Suggestion
Limitation
Conclusion

60
61
62
63
64
68

79

80
81
82

Part 3:
Bibliography
Annexure

83
84

ABOUT CUSTOMER SATISFACTION:

Customer satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.[1]
However, the importance of customer satisfaction diminishes when a firm has increased
bargaining power. For example, cell phone plan providers, such as AT&T and Verizon,
participate in an industry that is an oligopoly, where only a few suppliers of a certain product or
service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that
they would never get away if there were, say, a hundred cell phone plan providers, because
customer satisfaction would be way too low, and customers would easily have the option of
leaving for a better contract offer.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.

A. Introduction
Although companies conduct customer satisfaction research for various reasons, the overall goal
is to help them stay as close to their customers as humanly possible.60 Many leading edge
companies and research firms focus on obtaining useful feedback from customers and clients and
converting it into actionable steps to improve their performance. Some want feedback from
customers about existing or new products and services. Others want to know how to target their
resources on issues of concern to customers. Still others want to demonstrate a commitment to
listening to their customers. As a by-product, customer feedback can provide actual examples of
good and bad practices for employee training and continuous improvement efforts. The
organizations objectives define what it wants to learn from customers and guides how the
information is collected. Experts advise that first defining measurable objectives will allow
organizations to learn the effectiveness of your survey, and it will help you in reinvesting the
information you learned.62 In general, the research focus is how reliably the organization
fulfills customer satisfaction and what can be done to improve. The most active verb when you
5

speak in the vocabulary of customer satisfaction is to improve. How frequently an organization

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

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers. [2] Measuring
customer satisfaction provides an indication of how successful the organization is at providing
products and/or services to the marketplace.
Customer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The state of
satisfaction depends on a number of both psychological and physical variables which correlate
with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also
vary depending on other factors the customer, such as other products against which the customer
can compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) [3] between 1985 and 1988 delivered
SERVQUAL which provides the basis for the measurement of customer satisfaction with a
service by using the gap between the customer's expectation of performance and their perceived
experience of performance. This provides the researcher with a satisfaction "gap" which is semiquantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the
"gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation) into a single measurement of performance relative to expectation.
The usual measures of customer satisfaction involve a survey[4] with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement in terms of their
perception and expectation of performance of the service being measured.

Methodologies
This section may contain excessive, poor or irrelevant examples. You can improve the article
by adding more descriptive text. See Wikipedia's guide to writing better articles for further
suggestions. (March 2009)
American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction.
Academic research has shown that the national ACSI score is a strong predictor of Gross
Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption
Expenditure (PCE) growth. On the microeconomic level, research has shown that ACSI data
predicts stock market performance, both for market indices and for individually traded
companies. Increasing ACSI scores has been shown to predict loyalty, word-of-mouth
recommendations, and purchase behavior. The ACSI measures customer satisfaction annually for
more than 200 companies in 43 industries and 10 economic sectors. In addition to quarterly
reports, the ACSI methodology can be applied to private sector companies and government
agencies in order to improve loyalty and purchase intent. Two companies have been licensed to
apply the methodology of the ACSI for both the private and public sector: CFI Group, Inc.
applies the methodology of the ACSI offline, and Foresee Results applies the ACSI to websites
and other online initiatives. ASCI scores have also been calculated by independent researchers,
for example, for the mobile phones sector,[5] higher education,[6] and electronic mail.[7]
The Kano model is a theory of product development and customer satisfaction developed in the
1980s by Professor Noriaki Kano that classifies customer preferences into five categories:
7

Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some
insight into the product attributes which are perceived to be important to customers. Kano also
produced a methodology for mapping consumer responses to questionnaires onto his model.

INTRODUCTION

Introduction of organization

Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor
Company, South Korea and is the second largest car manufacturer and the largest passenger car
exporter from India. HMIL presently markets 34 variants of passenger cars across seven models.
The Santro in the B segment, the Getz Prime, i10 and the Premium hatchback i20 in the B+
segment, the Accent and the Verna in the C segment, the Sonata Transform 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, registered total sales of 489,328 vehicles in the calendar year (CY) 2008, an
increase of 49.6 percent over CY 2009. In the domestic market it clocked a growth of 22.4

percent with 245387 units in 2010, while overseas sales grew by 92.5 percent, with exports

accounting for 243,931 units in 2009

Vision:
To become one of the top five global
automakers. To achieve this daring vision, the
company initiated a far sweeping corporate
restructing program while bolstering its R&D
efforts to produce automobiles that meet every
higher

standard

of

quality,

safety

and

environmental friendliness.
Making the best use of synergy effects with Kia
Motors, Hyundai Motor Company has set its
sights on providing the finest customer service,
up-to-date technology, flawless quality and the
best value in the industry. In addition, the
company will focus its R&D efforts on the
development of more environment-friendly
technologies, while at the same time more

HMIL's fully integrated state-of-the-art manufacturing plant near Chennai boasts of the most
aggressively implementing its "Sigma 6,"

advanced production, quality and testing capabilities in the country. In continuation of its
quality improvement campaign that will earn

commitment to provide the Indian customer with global technology, HMIL commissioned its
the greater trust of its customers and ultimately

10

contribute to improved business profitability.

New Technologies.

is perhaps the most important legacy we can

bequeath

to

our

children

and

future

generations. Our efforts to develop 'greener'

second plant in February 2010 which produces an additional 300,000 units per annum, raising
HMIL's

total

production

technologies are unrelenting as we seek new

capacity

to

600,000

units

per

annum.

ways to protect the planet from further

environmental

damage.

The

company

is

HMIL has invested to expand capacity

line with itsgreater
positioning
HMC's
placing in
increasingly
effort ason
the global export
hub for compact cars. Apart from the expansion of production capacity, HMIL currently has 272
development of environment-friendly power

strong dealer networks across India, which will be further bolstered in 2010.
plants which are powered by a variety of

alternative10fuels
and which
pollutionin India and to
In 2008, HMIL also successfully completed
glorious
yearsemit
of less
operations
thanaconventional
combustion engines.
commemorate its achievements, initiated
unique trans-continental
drive from Delhi to Paris in

two of its hugely popular i10 Kappa cars.

Thecar
drive
created automobile history by completing a
Future
development.
distance of 10,000km in just 17 days after which the i10s were showcased at the Paris Motor
Hyundai Motor Company's ambition to become

Show in October. In fact it was at the Paris Motor Show that HMIL first unveiled the Hyundai
one of the top five global automakers would be

i20 and the car received a phenomenal response from the auto enthusiasts across the world.
impossible
to achieve
withoutthecontinuous
Hyundai Motor India also accomplished
the landmark
of producing
fastest 20th lakh cars in

India in 2008.

investment into the development of futureoriented concept cars that have come to serve

Like 2009, the year 2010 had also been a significant year for Hyundai Motor India. It achieved a
as barometers of competitiveness, technology

significant milestone by rolling out the fastest 400,000th export car. Hyundai exported to over 95
creativity.
countries globally; even as it plans to and
continue
its thrust in existing export markets, it is gearing

up to step up its foray into new markets. 2007 also saw the launch of the i10 and yet another
path-breaking record in its young journey by rolling out the fastest 1,500,000th car.
Hyundai's new model i10 made a clean sweep of all the 'Car of the Year 2008' awards from the
leading automotive magazines and TV channels like BS Motoring, CNBC-TV18 AutoCar,
NDTV Profit Car & Bike India and Overdrive magazine. The i10 was also the choice of the
discerning automotive media of the country as they conferred the prestigious 'Indian Car of the
Year' (ICOTY) award to the i10 as well.
The Santro and the Accent also received the 'TNS Voice of the Customer - 2008' award
for the Premium Compact Car (Santro) and the Entry Mid size Car (Accent). In March 2008 it
achieved yet another milestone by rolling out the fastest 500,000th export car.
In 2007, the Hyundai Verna had also bagged some of the most prestigious awards starting with
the Overdrive magazines Car of the Year 2007, the Best Mid-size Car of the Year award from

11

NDTV Profit Car & Bike India, the Best Value for Money Car from CNBC Autocar and
'Performance Car of the Year' from Business Standard Motoring.
Hyundai cars have been a favorite at all awards ceremonies and has won many awards.
The Sonata Embera won the 'Executive Car of The Year 2006' award from Business Standard
Motoring magazine and NDTV Profit Car & Bike India had declared the Tucson as the 'SUV of
The Year 2006'.
Not only this, HMIL has also been awarded the benchmark ISO 14001 certification for its
sustainable environment management practices.

Quality. Brand power. These are the two priorities for Hyundai Motor Company as it prepares
for the future. No longer content to follow and learn, Hyundai is now seeking to lead the motor
industry in shaping the evolution of motor vehicles. With Hyundai's publicly stated goal of
becoming one of the top five carmakers in the world by 2010, the Hyundai brand will require
careful repositioning. Management realizes that achieving this goal will require strong
determination, resolve but, above all, stronger public confidence in the Hyundai name.
It will also carry with it a new set of responsibilities, such as greater transparency in
management and the environmental, social and economic facets of sustainable development. By
publicly announcing a new global environment management body last year, Hyundai reiterated
its commitment to leadership in the social sphere. Hyundai reinforced its place as a top-rated
carmaker by winning the 2003 Global Automotive Shareholder Value Award presented by
12

PriceWaterhouse Coopers and Automotive News. And for the second consecutive year, Hyundai
captured top honors in the Consumers Satisfaction Survey conducted by J.D. Power and
Associates which also rated the Hyundai Sonata first in its 2002 and 2003 Initial Quality
Survey.
By active implementation of four management policies in 2004, Hyundai will accelerate
the speed of development. First, Hyundai will step up global management by establishing local
support systems across the globe to maintain momentum as a growing global player, expand
overseas manufacturing bases and raise R&D capabilities above the industry standard.
Secondly, by repositioning its brand identity to be known as a maker of refined and elegant
automobiles Hyundai will enhance its brand value. And by improving its product development
system Hyundai will maximize the company is value.
Thirdly, Hyundai will maintain its sustainable management capabilities. Hyundai will devote
itself to fulfilling social responsibilities as a global carmaker by development safer and more
environmentally friendly vehicles while respecting fundamental values, striving for ethical
management and expanding contributions to social causes.
Lastly, Hyundai will attach greater importance to human resources. We will expand the
recruitment of engineers and global specialists multi-lingual talented individuals who are at
home anywhere in the world.
Hyundai Motor will reinforce its position of strength and confidence by continually improving
its management capabilities.
And by promoting the development of national and international co-prosperity, the company
will raise its net value.

13

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

customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer [8])
to indicate the gap between customer expectations and experience.
J.D. Power and Associates provides another measure of customer satisfaction, known for its topbox approach and automotive industry rankings. J.D. Power and Associates' marketing research
consists primarily of consumer surveys and is publicly known for the value of its product awards.
Other research and consulting firms have customer satisfaction solutions as well. These include
A.T. Kearney's Customer Satisfaction Audit process,[9] which incorporates the Stages of
Excellence framework and which helps define a companys status against eight critically
identified dimensions.
For Business to Business (B2B) surveys there is the InfoQuest box[1]. This has been used
internationally since 1989 on more than 110,000 surveys (Nov '09) with an average response rate
of 72.74%. The box is targeted at "the most important" customers and avoids the need for a
blanket survey.

14

BRIEF HISTORY OF HYUNDAI MOTOR COMPANY

Established in 1967, Hyundai Motor Co. has grown into the Hyundai-Kia Automotive Group
which was ranked as the worlds fifth-largest automaker in 2007 and includes over two dozen
auto-related subsidiaries and affiliates. Employing over 75,000 people worldwide, Hyundai
Motor posted sales of US$74.9 billion in 2007 on a consolidated-basis and US$32.8 billion on a
non-consolidated basis. Hyundai vehicles are sold in 193 countries through some 6,000
dealerships and showrooms.

Hyundai is expanding its globalization efforts with fresh investments in China, the United
States and Turkey, apart from India. It has emerged as one of the largest car manufacturers in the
world and is currently positioned at fifth rank globally. The goal is to surge into the global top 3
by 2010.

15

ORGANISATION PERFORMANCE
HMIL gets CSR award from Tamil Nadu Deputy Chief
Minister Mr. M. K. Stalin

Hyundai i10 wins 'Small Family Favourite Car Award'

by CarWale.com

Hyundai i20 wins the Viewers Choice Award at the

Overdrive CNBC TV 18 Awards 2010.

Hyundai Motor India Ltd wins the award for Customer

Service at the Apollo Auto India Best Brand Awards
2010.

Hyundai i20 wins the Design of the Year award at the

NDTV Profit Car & Bike Awards 2010.

Hyundai i10 brand ambassador Shahrukh Khan wins the

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

16

Organization Products

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

Standard Features
Santro
NonPetrol
LPG
CNG*

AC
S
S

GL
S
S
S

GLS
S
S
S

Child-Safety Rear Door Locks

Dual Side Impact Beams

Seat Belts - Front & Rear

S
& Energy Absorbing Steering Column

/ Collapsible
S
Day & Night Inside Rear View

Mirror
Central Locking
Self Locking Doors

S
S

S
S
S

Fuel Option

Safety
Security

17

Exterior

Clear Headlamps & Tail lamps

ORVM - Passenger Side
Tinted Glass
Body Colour Bumper
Detachable
Bumper
Insert

S
-

S
S
S
-

S
S
S
S

Moulding
Waistline Moulding
Body Colour Radiator Grille
Rear Spoiler
Full Wheel Cover

S
S
-

S
S
-

S
S
S
S
S

colour
B & C Pillar Trims
Rear Parcel Tray

S
S
-

S
S
S

S
S
S

Front Speaker Grille on Dashboard

Rear Speaker Grille
Ash Tray
Front Map Lamp
Silver Finish Centre Console & AC

S
S
S
S

S
S
S
S

S
S
S
S

Vents
Cup holders

S
S

S
S

S
S

Driver side Front Door Map Pocket

Door Trim with Fabric Insert

S
S

Seating Capacity

Rear Seat Double Folding

Sporty Front Seats
Integrated
Rear
Seat

S
S

S
S

S
S

S
-

S
S

S
S

S
S

S
S

Trip meter / Odometer

Low Fuel Warning Lamp

Power Steering

S
-

S
S

S
S

Internally Adjustable ORVMs

Power Windows Front

S
S

2 Tone Beige & Brown Interior Key

Interior

Seating

Head

Restraints
Beige & Brown Seat Upholstery
Comfort

& A/C
Convenience Heater

18

Remote Fuel Lid Opener

Remote Tail Gate Release

Intermittent Front Wiper & Washer

Technical specification

SANTRO
1.1 L Petrol
Overall Length (mm)
Overall Width (mm)
Overall Height (mm)
Wheelbase (mm)
Front Track (mm)
Rear Track (mm)
Min. Turning Radius (m)
Seating Capacity
Fuel Tank capacity (litre)

3,565
1,525
1,590
2,380
1,315
1,300
4.4
5 Persons
35

Displacement (cc)
Maximum Power (Ps / rpm)
Maximum Torque (Kgm / rpm)

1,086
63 / 5,500
9.8 / 3000

DIMENSIONS

ENGINE

5-Speed Manual with

overdrive in 4th and
TRANSMISSION

Type

5th
Mc Pherson Strut with

Front

Coil Spring
Torsion

Beam

Axle

SUSPENSION

Rear

with Coil Spring

BRAKES

Front
Rear

Ventilated Disc
Self Adjusting Drum
155/70 R13, Tubeless

TYRE

Size

Radial

DESIGN:

19

The new Santro Xing sports stunning design changes which include refreshing exteriors and
new look luxurious interiors. The new front radiator grille, the full wheel cover and the rear
spoiler makes the new Santro Xing aesthetically more appealing and sporty. With metallic
touches at multiple locations and plush new two tone beige and brown color scheme, the new
Santro Xing adds elegance and style to the existing great looks.
ENGINEERING:
ENGINE:
The Hyundai Santro is powered by the advanced Hyundai Epsilon engine. Employing a patented
cylinder head design with dual inlet valves, tumble ports and pent roof combustion chamber, this
engine produces incredible power at a much lower rpm compared to any other car in its category.
With its unique engine management the computer continuously sensing what's happening inside
the engine, to constantly monitoring the engine performance, makes it amazingly responsive to
your touch and feel.
Developed to exacting global specifications at its fully integrated manufacturing plant near
Chennai, the new Hyundai 12V SOHC, inline 4 cylinders, 1086cc Epsilon engine fired by a
Distributor less Ignition System (DLI), delivering an amazing 63Ps of power at 5500rpm and an
impressive torque is 9.8 kgm at 3000 rpm.
The revolutionary DLI System does away with the distributor that wears away and needs
periodic replacement, thereby significantly reducing maintenance cost. The DLI system also
allows for more precise control of spark timing resulting in improved fuel efficiency, reduced
emission and increased power.
The multi-point fuel injection system along with dual intake valves meters the exact amount of
fuel that your engine needs while a Knock Sensor takes care of varying Indian fuel quality.
All these advanced features make the Santro surprisingly fuel efficient and guarantees an engine
efficiency that surpasses Euro II norms.

20

I-10

Standard Feature
1.1 Irde

1.1/1.2

1.2 Kappa
Ast

Era

Magna

Sportz

Lamp
S
Outside Rear View

Mirror
S
Tinted Glass
S
Body
Colored

S
S

S
S

S
S

S
S

ORVM
Body

Bumper
Body
Coloured

Side Door Handles Body

Coloured

Tail Gate Handle

Waistline

Moulding

Chrom

S
Chrom

S
Chrom

S
Chr

Radiator Grille
Silver Finish
Rear Spoiler with

ome

HMSL
Full Wheel Cover

S
S

S
S

D-Lite
EXTERIOR

Clear

Headlamps

&

Rear

Combination

Coloured

21

Sunroof

1.1/1.2

1.2 Kappa
Ast

Era

Magna

Sportz

Speaker Provision S
Rear Parcel Tray
Deluxe
Front

S
-

S
S

S
S

S
S

Room Lamp
S
Cup holders
S
Front Door Map

S
S

S
S

S
S

S
S

Pocket
Front Door Full

Size Arm Rest

Rear Door Full

Size Arm Rest

Driver/Co Driver

Seat Back Pocket

Metal Finish Inside

Door Handles
Steering Wheel -

Leather Wrapped
Gear Shift Knob -

Leather Wrapped
Parking Lever Grip

- Leather Wrapped
Red Sportz Pack

O*

S
-

1.1/1.2

1.2 Kappa
Ast

1.1 iRDE
D-Lite

Dual Tone Beige

Interior Key colour S
Moulded Fr & RR
Door

INTERIOR

Trim

w/

1.1 iRDE

INSTRUMEN Tachometer
Electronic
T PANEL
meter
Electronic

D-Lite
-

Era
-

Magna
S

Sportz
S

a
S

S
S

S
S

S
S

S
S

S
S

Trip

Odometer
22

Digital Clock
Low Fuel Warning

Lamp
S
Door & Tailgate

Ajar Warning
Seat Belt Warning Ignition
key

S
S

S
S

reminder
Battery Saver

S
S

1.1/1.2

1.2 Kappa
Ast

1.1 iRDE

D-Lite
i-Relax Front Seats S
Front
Power

Era
S

Magna
S

Sportz
S

a
S

Windows
Rear

Power

Windows

with
-

COMFORT

Child Lock
Driver side Front

&

Power

and Illumination
Air
Conditioner

with Heater
S
4 Speed Blower
S
Motor
Driven

S
S

S
-

S
S

S
S

Steering
Tilt Steering
Folding type Rear

S
-

S
S

S
S

S
S

Seat
Internally

Grips
S
Remote Fuel Lid S

S
S

S
S

S
S

S
S

CONVENIEN with
CE

Window
Autodown

(Electronic) Power

Adjustable
ORVMs
Foldable

Assist

Opener
23

Seat

Belt

Hook

cavity
Rear Wiper

Washer
Defogger Rear
Passenger Vanity

S
S

S
S

Mirror
Driver

Mirror
Boot/Luggage

Lamp
2
DIN

clock display
4 Speakers
Roof Antenna
Automatic

S
S
S

S
S
S

Transmission

O***

O**

1.1/1.2

1.2 Kappa
Ast

Era
S

Magna
S

Sportz
S

a
S

Night)
Central Locking (5

Doors)
Keyless

S
S
S

Pretensioners
Impact
Sensing

S
S

&

Vanity

Music

System(Radio+CD
+MP3) with digital

1.1 iRDE

RHD Controls
Inside Rr View
Mirror

(Day

&

Entry

& (Key Type)

Front - Fog Lamps
SECURITY
ABS
Seatbelt
SAFETY

Auto
Unlocking
Dual Airbags

D-Lite
S

Door
24

Technical Specification
1.1 iRDE

1.2 Kappa

ENGINE
No.of cylinders
No. of valves
Valvetrain (type) (SOHC /

1.1 iRDE
4
12

1.2 Kappa

DOHC)
Displacement (cc)
Maximum Power (Ps/rpm)
Maximum
Torque

SOHC
DOHC
1086
1197
66.6/5500 80/5200

(Kgm/rpm)

10.1/2800 11.4/4000

ITEMS
DIMENSIONS
Overall Length (mm)
Overall Width (mm)
Overall Height (mm)
Wheelbase (mm)
Ground Clearance (mm)
Front Track (mm)
Rear Track (mm)
Fuel Tank capacity (l)

3565
1595
1550
2380
165
1400
1385
35

16

TRANSMISSION
Type

Manual
S
Automatic -

S
O*

SUSPENSION
Mc Pherson
Strut
Front Suspension

with

Stabilizer bar
Coupled
Torsion

Rear Suspension

Beam

Axle

with

Coil

Spring

BRAKES

25

Ventilated
Front
Rear

Disc
Drum

TYRE
Size

155/80 R13

Getz

Standard Features
Getz
1.1 Petrol

1.3 Petrol
GVS

Standard Features
GLE
Child-Safety Rr Door

Safety
Security

Exterior

GVS

Option

GLS

GLX

Locks
S
HMSL
S
Dual Horn
S
Day & Night Inside

S
S
S

S
S
S

S
S
S

S
S
S

Rear View Mirror

S
& Central Locking (5

Door)
Clutch Lock
Front - Fog Lamps
ABS
Headlamp Levelling

S
-

S
S
-

S
S
-

S
S
S
-

S
S
S
S

Device
RHD Controls

S
S

S
S

S
S

S
S

S
S

Both Side ORVMs

Tinted Glass
Body Colour ORVMs
Body Colour Bumper

S
S
S

S
S
S

S
S
S

S
S
S
S

S
S
S
S

26

Body

Colour

Door Handles
Body Colour

Side
-

Bumper Moulding
S
Waistline Moulding
S
Rear Spoiler with

S
S

S
S

S
S

S
S

HMSL

Hub

Hub

S
Alloy

Wheel Cover
Alloy Wheels

Cap
-

Cap
-

Full
-

Full
-

Wheel
S

B & C Pillar Trims

2 Tone Beige Interior S

Rear Parcel Tray
S
Wooden
Centre

S
S

S
S

S
S

S
S

console
Map Pocket - Frnt

Door
S
Front Door Full Size

Arm Rest
S
Rear Door Full Size

Arm Rest
Door
Trim

S
S

S
S

S
S

S
S

tray
S
TGS Knob - Metal

Finish
Foldable Assist Grips

S
S

S
S

S
S

S
S

S
S

Tachometer

Electronic Tripmeter
Digital Clock
Low Fuel Warning
Door Ajar Warning
Tailgate Ajar Warning

S
S
S
S
-

S
S
S
S
-

S
S
S
S
-

S
S
S
S
S

S
S
S
S
S

Rear

Garnish
Detachable Insert -

with

Fabric Insert
Centre Console Tray
Luggage
Compartment

Instrument
Panel

side

27

Seating

Comfort

&

Convenience

Seating Capacity
5
Rear Seat Double

Folding
S
60:40 Split in rear

Backrest
S
Driver Seat Armrest
Reclining Rr Seat

S
-

S
-

S
S

S
S

Back Rest
Cloth Upholstery

S
Semi

S
Semi

S
Semi

S
Full

S
Full

A/C
Heater
Blower Speed
Power Steering
Tilt Steering
Internally Adjustable

S
S
4
S
S

S
S
4
S
S

S
S
4
S
S

S
S
4
S
S

S
S
4
S
S

ORVMs
S
Front & Rear Power

Windows
Remote Fuel

S
S
-

S
S
-

S
S
-

S
S
S
S

S
S
S
S

Washer
S
Vanity Mirror - Co-

Driver side
Power Outlet
Roof Antenna

S
S
S

S
S
S

S
S
S

S
S
S

Lid

Opener
Clutch Foot Rest
Rear Wiper & Washer
Rear Defogger
Variable Intermittent
Front

Wiper

&

S
S
S

Technical Features
Getz Prime
1.1 L PL
DIMENSIONS Overall Length (mm) 3825
Overall Width (mm)
1665
Overall Height (mm)
1515
Wheelbase (mm)
2455
Ground
Clearance 160
28

1.3 L PL

(mm)
Front Track (mm)
1450
Rear Track (mm)
1440
Kerb Weight (Kg)
995
Fuel Tank Capacity
(L)

ENGINE

45

No. of Cylinders
4
Displacement (cc)
1086
Maximum
Power
(Ps/rpm)
Max.

1012-1033

1341

66.6/5500

82.9/5500

10.4/3200

11.8/3200

Torque

(kgm/rpm)

Mc Pherson Strut with Torsion bar

SUSPENSION

BRAKES

Front Suspension

& coil spring

Dependent Torsion beam axle &

Rear Suspension

coil spring

Front
Rear

Discs
Drum
155/80R13 (GLE, 175/70R13
GVS)
(GLS)
175/70R13 (GVS 175/65R14

TYRES
Size

Option)

(GLX)

DESIGN
Inside and out, the GETZ represents an ideal blend of form and functionality. Its unique and
attractive design has been quick to steal the glances on all the roads where it has made its
appearance. With a fresh new Euro- Chic styling, thoughtfully designed interiors and a refined
1.3L SOHC engine, its all set to give you your first global driving experience.
ENGINEERING
ENGINE
1.3-litre petrol- The awesome refined 1.3L SOHC provides the Getz Prime with unmatched
power while taking care not to compromise on fuel economy. So wherever in the world you
29

drive, you rest assured that you will get a solid drive thats also easy on your pocket. Another
reason

why

its

world

favorite.

1.1-litre petrol- To enhance your choice the proven powerful, fuel efficient eRLX engine,
remapped to deliver even better performance characteristics, is now available on Getz Prime
TRANSMISSION
Getz offers the standard 5 speed manual transmission which gives an improved shift feel and
requires lesser shifting effort and lesser gear sticking. This transmission is ideal for a car in this
segment in Indian road conditions.

30

I-20

Standard Feature
1.4
1.2
ENGINE & TRIM PLAN

Gamma

Kappa

1.4

PL

CRDi

(AT)

S
S
S
S

S
S
S
S

S
S
S
S

Ignition Key Reminder - CLS disabled

Immobiliser
Impact sensing auto door unlock
Fog Lamps (Rear)
Fog Lamps (Front)

S
S
S
S
DSL

S
S
S
S
S

S
S
S
S
S

ABS with EBD

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

only
-

S
S
S
S
-

S
S
S
S
S

Wraparound Clear lens headlamps & tail lamps

Body Coloured Bumpers
Body Coloured Outside Mirrors

S
S
S

S
S
S

S
S
S

SAFETY & SECURITY

Day & Night Inside Rear View Mirror
RHD (Right Hand Drive) Controls
3 point rear centre seat belt
Central Locking (5 DR CLS)

31

PL

Body Coloured Outside Door & Tailgate Handles

Body Coloured Radiator Grille
Roof Antenna
Full Wheel Covers
Alloy Wheels
Sunroof

S
S
S
S
175/70

S
S
S
S
185/65

S
S
S
S
S
185/65

Tyre size
INTERIOR
2 Tone Beige Interior Colour
Full Fabric Cloth Upholstery
Chrome finish Inside Door Handles
Theatre dimming room lamp
Map Pockets - Front Doors
Centre Console Multi-purpose storage box
Floor console trays (2 nos.)
Cup-holders (2) & Bottle holder
Passenger Side Seat Back Pocket
Rear Parcel Tray
Coat Hook

R14

R14

R14

S
S
S
S
S
S
S
S
S
S
S

S
S
S
S
S
S
S
S
S
S
S

S
S
S
S
S
S
S
S
S
S
S

Luggage hooks (2 nos. in trunk)

Leather Wrapped Steering Wheel
Metallic Insert in Steering Wheel
Leather & Chrome finish Gear Knob
Front map lamps
COMFORT & CONVENIENCE
Air Conditioner with Heater
AC vents with shut off option (front)
Glove Box Cooling
Rear AC Cooling Ducts
Electronic Power steering (MDPS)
Tilt & Telescopic Steering
Power Windows - Front & rear
Power Window Switches

S
-

S
S
S
S
-

S
S
S
S
S

Manual
S
S
S
S
S
S

FATC
S
S
S
S
S
S

FATC
S
S
S
S
S
S

S
S
S
S

S
S
S
S

S
S
S
S

S
S
S
S

S
S
S
S

S
S
S
S

Driver Side Autodown

Driver Side Safety
Illumination
Timelag
60:40 Split Rear Seat with Flat folding facility
Height Adjustable Headrests - Front & Rear
Front & Rear Door Full Size Armrests
Clutch Footrest
32

Rear Defogger with timer

Battery Saver
Cigar Lighter
Portable Ashtray
Luggage Lamp
Internally Adjustable ORVMs
Electrically Adjustable ORVMs
Electrically Folding ORVMs
Height Adjustable Driver Seat
Keyless Entry with Folding Key
Rear Wiper & Washer
AUDIO
In-dash 2 DIN CD+MP3 Music System
4 Speakers & 2 Front tweeters

S
S
S
S
S
S
-

S
S
S
S
S
S
S
S
S
S

S
S
S
S
S
S
S
S
S
S

S
S
Aux

S
S
S
S
Aux + Aux

Audio Inputs - Auxillary & USB

only
Steering Audio Remote
INSTRUMENT PANEL / CENTRE FASCIA DISPLAY
Tachometer
S
Low Fuel Warning lamp
S
Door & Tailgate Ajar Warning lamps
S
Electronic Multi display Meter
Audio display
S
Dual Trip meter
S
Driving Time
S
Digital Clock
S
Calendar
S
Outside Temperature
S

USB
S

USB
S

S
S
S

S
S
S

S
S
S
S
S
S

S
S
S
S
S
S

Driver Seat Belt Warning - lamp & chime

Seat Belt Warning (other 4 seats)
Passenger Airbag On/ Off display

S
S
S

S
S
S

S
-

33

Technical Features
1.2 Kappa
ITEMS
DIMENSIONS
Overall Length (mm)
Overall Width (mm)
Overall Height (mm)
Wheelbase (mm)
Front Track (mm)
Rear Track (mm)
Fuel Tank capacity (litres)
ENGINE
No. of cylinders
No. of valves
Valvetrain (type) (SOHC /

PL

1.4 CRDi

3940
1710
1505
2525
1505
1503
45

45

45

4
16

4
16

4
16

1396
90/ 4000
22.4/

1396
100/ 5500

1750~2750

13.9/ 4200

5-speed M/T

4-speed A/T

DOHC)
DOHC
Displacement (CC)
1197
Maximum Power (Ps / rpm)
80/5200
Maximum Torque (kgm /
rpm)
TRANSMISSION

1.4 Gamma

11.4/4000

PL (AT)

5-speed
Type (MT/AT)
SUSPENSION
Front Suspension

M/T

Rear Suspension
Shock Absorbers
BRAKES
Front
Rear
TYRE

absorber
Gas-filled, Telescopic Dual acting type

Mc Pherson Strut with Gas shock absorber

Couple Torsion Beam Axle with Gas shock

14" Disc
8" Drum

14" Disc
14" Disc

175/70

Tubeless tyres, Size

14" Disc
14" Disc
185/65 R14

R14
185/65

175/70 R14

R14

185/65 R14

34

Accent

Standard Features
Accent
Executive

Dimension & Weight

Engine

Overall Length (mm)

4250

Overall Width (mm)

Overall Height (mm)
Wheelbase (mm)

1670
1370
2440

Ground Clearance (mm)

Front Track (mm)
Rear Track (mm)
Fuel tank Capacity (L)

172
1435
1425
45

No. of Cylinder
Displacement (CC)

4
1495

Max. Power (Ps/rpm)

95/5500
Max. Torque (Kgf-m /
Performance
Transmission

rpm)

12.7/3500

Transmission

5 Speed Manual

Mac pherson strut with

Suspension

Steering

Front Suspension

coil spring & stabilizer bar

Dual link with coil spring

Rear Suspension

& anti roll bar

Power assisted rack &

Type

pinion

35

Brakes

Front
Rear

Ventilated Disc
self adjusting drums

Tyres

Type

175/70 R 13

Design
Hyundai Accent has been designed keeping in mind your expectations from a true luxury sedan.
With its smooth blend of design, a zippy responsive engine and well appointed interiors, the
Accent sure packs a lot more thrill into your driving. Accent offers all that a mid-sized sedan can
pack and more.

36

ENGINEERING
1.5 SOHC Engine (Refined power) - The 1.5 SOHC in-line-4-cylinder engine delivers 95 Ps of
power and 12.7 kgm of torque, offering superior refinement and drivability that is a benchmark
for cars in its class.
PETROL ENGINES
Hyundais 1.5 Petrol Engine features multi-point fuel injection and come with a state-of-the-art
microprocessor for precise fuel delivery, high velocity air intake and exhaust ports, tumble
airflow, dual intake valves, asymmetric rockers, harmonically balanced cranks and ignition spark
timing. These help make a cleaner burning engine for reduced emissions. This engine is light due
to the use of new materials such as space-age plastics and lightweight aluminum resulting in
more fuel-efficient and more environment friendly engines.

37

Verna

Standard Feature
Model

Verna
1.6
1.6 SX

1.5

1.5 SX

1.5 SX

VTV

CRDi
VGT

CRDi

CRDi

VGT

VGT

VTVT

Autom
Variant
Petrol

Diesel

Diesel

atic
Diesel

S
S
S
S
S
S

S
S
S
S
S
S

S
S
S
S
S
S

S
S
S
S
S
S

S
S
S
S
S
S

Wooden finish panels

Power Outlet
S
Clutch Foot rest
S
Front & Rear Door Map

S
S
S

S
S

S
S
S

S
S
S

Pockets with bottle holder

S
Seat back pockets
Leather Wrapped Steering

S
S

S
-

S
S

S
S

Wheel & Gear Knob

S
S
S

S
S
S
FATC
S

S
S
S

S
S
S
FATC
S

S
S
S
FATC
S

Petr
Fuel Type

ol

Body Color Bumper

S
Chrome Strip on Waistline

Exterior

Interior

Convenience

Moulding
Body Color Door Handles
Body Color ORVM
Rear Defogger
Full Wheel Cover
Alloy Wheels
Chrome Rear Garnish

Digital Clock
Luggage Net
Air conditioner
Automatic climate control
Electrically
Adjustable
ORVM
38

Sun glass holder

Tachometer
Low fuel warning lamp

S
S
S

S
S
S

S
S

S
S
S

chime
p
Key Not Removed
S
Height Adjustable Front

S Lamp
S

S Lamp S Lamp
S
S

Seat Belts

S
1

S
S
S

Door Ajar Warning lamp / Lam

Tripcom

Audio

S
1

S Lamp
S
S
+ 1

Tripcomp Tripco

Tripmeter

puter

uter

mputer

2 Din Mp3 Player

4 Speakers with Tweeters
Micro Antenna

S
S
S

S
S
S

S
S
S

S
S
S

S
S
S

Seats
S
Rear Center Armrest w/

Cup Holder
S
Front seat Center Armrest Dual height Adjustable

S
S

S
-

S
S

S
S

Driver Seat
Full Cloth Upholstery

S
S

S
S

S
S

lag
S
P/Window with Drv side

Auto Down
Power & Tilt Steering

S
S

S
S

S
S

S
S

S
S

S
S
S
-

S
S
S
S
S

S
S
S
-

S
S
S
S
S

S
S
S
S
S

60: 40 Split folding Rear

Seating

Power Windows with time

Comfort

Safety

Central locking system

Key less entry
Front Fog Lamp
Clutch lock system
ABS

Technical Features

Transmission

Type

Petrol

Diesel

Manual

Manual
39

Automatic

Overall

Length

(mm)
Overall

4,310
Width

(mm)
Overall

Height

1,695

(mm)
1,490
Wheelbase (mm) 2,500
Fuel
Tank
Capacity (L)
45
Min.
Ground
Clearance (mm)

170
175/70
175/70

R14 (1.5

R14(1.6VTVT) CRDi
VGT)
185/65

Tyres
185/65

R14 (1.5

R14 (1.6

185/65
R14

SX SX

VTVT)

CRDi

DIMENSIONS

VGT)
Displacement
1,599
Max.
Power

1,493

(Ps / rpm)
103.2 / 5,500
Max.
Torque

110 / 4,000

(kgm / rpm)
14.9 / 3,000
24 / 1,900~2,750
Max.
Power 5
Speed 5 Speed 4 Speed
Engine

(Ps / rpm)

Manual

Steering

Type

Power assisted Rack & Pinion

Front

MacPherson Strut with Coil Spring and

Rear
Shock Absorbers

Anti Roll Bar

Couple Torsion Beam Axle
Gas Type

Suspension

Manual

Engine
40

Automatic

1.6 DOHC VTVT PETROL ENGINE:

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

41

1.5 CRDI VGT DIESEL ENGINE:

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

42

Sonata Transform

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

2.4 Petrol CRDi M/T

CRDi A/T

Dual Front Airbags with PAB off

switch
S
Front Seat Belt Pretensioners w/

Load Limiter
Front Side Air Bags
Curtain Airbags
Height Adjustable Front Seat

S
O
O
S

S
O
O
S

Belts
43

S
O
O
S

Electro Chromic Mirror (ECM)

S
Keyless Entry with Security

Safety

Alarm
ABS W/EBD
Central Door Locking
Impact sensing door unlock
& Door courtesy Lamp

S
S
S
S
S

S
S
S
S
S

S
S
S
S
S
Auto

Security
Clutch Lock

lock

Alloy wheels
S
Body colour Waistline Moulding S
Body Coloured Outside Mirror

S
S

S
S

Housing

S
S

S
S

Body color Outside door handles

Body coloured bumper inserts
Exterior
Interior

&

(w/

(w/ chrome insert

chrome
)
S
S
S (with

S (with timer)
S

timer)
S

saver)
Chrome tipped Twin Exhaust
Glass Antenna
Two tone beige and grey interior
Blue LED illumination
Chrome inside door handles
Woodgrain finish inserts on

S
S
S
S
S
S

S
S
S
S
S
S

S
S
S
S
S
S

S
S
S
S

S
S
S
S

S
S
S
S

Tilt & Telescopic Steering

S
8-Way Adjustable Power Driver

seat
Lumbar Support

S
S

S
S

Steering, Dashboard & door

S
S
44

(w/

chromeinsert)
S
S
(with

Rear Defogger
timer)
Fog Lamps
S
Auto head lamp off (battery

panel
Leather Seats & Trim
Leather wrapped steering wheel
Leather finish knob

shift

Fully

Automatic

temperature Dual

control
Smart Key
Rear Parking Sensors
ORVMs - Electric retractable
- Electric adjustable
- Heated

Zone
S
S
S
S
S (w/ 2

Dual Zone
S
S
S
S

Dual Zone
S
S
S
S
S

DIN

S (w/ 2 DIN S (w/ 2 DIN

Front center armrest

storage)
60 : 40 Split folding Rear seat
S
Rear Centre Armrest with Cup

storage)
S

storage)
S

Holders
S
Vanity mirror on sunvisor w/ S

illumination
side)
Sun Glass Holder
S
Rear reading lights
S
2-DIN MP3 player with USB

S (both side)
S
S

S (both side)
S
S

and AUX in
S
Steering audio remote
S
Front & Rear Speakers with

S
S

S
S

tweeters
S
Power outlets - 2 Nos
S
Front & Rear Power windows

S
S

S
S

with time lag operation

Driver window with

S
& guard, auto down & up
Tachometer
S
Convenience
Trip computer with distance to

S
S

S
S

(both

pinch

Comfort

empty & Engine running time

Technical specification
2.0
Overall Length (mm)
Overall Width (mm)
Overall Height (mm)
Wheelbase (mm)
Front Track (mm)
Rear Track (mm)

2.4 VTVT
4800
1832
1485
2730
1565
1550
45

M/T

CRDi 2.0
A/T

CRDi

Ground
Dimension
Weight

&

Clearance

(mm)
Fuel Tank

170
Capacity

(Litre)
70
Seating Capacity (Nos.) 5
2.0

Engine

Model Designation
No. of Cylinders
Fuel system
Displacement (cc)

2.4 VTVT
4-Cylinder
MPFI
2359
5 - Speed

CRDi VGT CRDi VGT

Transmission

Manual

Manual

H-Matic

175/6000

150/3850

150/3850

23.8/4000

32.1/2000

32.1/2000

Max.
Performance

2.0

CRDi
CRDi
1991
1991
6 - Speed 4 - Speed

Horsepower

(Ps/rpm)
Max.
Torque
m/rpm)

(kg

Independent Double Wishbone with coil

spring and gas shock absorber and
Suspension

Front Suspension

antiroll bar
Fully independent Multi-link with coil
springs, Gas shock absorber and anti-roll

Rear Suspension

Steering

bar

Steering System
Rack & Pinion
Hydraulic
Power
Assisted

Standard

Front / Rear Brakes

Ventilated Disc / Solid Disc

Brakes

ABS with EBD

Yes

Wheels

Type
Wheels
Tyres

Alloy
6.5 J X 16
215/60 R16 (Tubeless)

DESIGN
46

An aero dynamical marvel the Sonata has a distinct European exterior styling and body design.
The dynamic body contours with prominent edge styling, forceful character lines & sleeker body
make it a show stealer on the road.
ENGINEERING
ENGINES
Sonata is available in 2 different 4-cylinder, powerful engine configurations a 2.0 CRDi VGT
Diesel engine and a 2.4 DOHC VTVT Petrol engine.
PETROL ENGINE
The 2.4 DOHC VTVT Petrol engine is the second generation Theta 4 cylinder petrol engine
features variable valve timing for the exhaust as well as the intake. 2359 cc generates 175 Ps @
6000 rpm and 23.8 Kgm @4000 rpm.

47

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

48

Tucson

STANDARD FEATURES

Exterior Feature

Hyundai Tucson
Roof Rails
Dual Muffler
Side Garnish
Two Tone Body Colour
Chrome Rear Garnish
Underbody Skid Plate
Digital Clock

S
S
S
S
Chrome
S
S

Audio MP3 Function

S
Front Passenger Seat Folding
(Forward)
S
Front Center Console Storage
Seating

Box
Front Armrest
Fog Lamps
Battery Saver
Rear Seat Back Hooks
Shopping Hool
Cargo Side Pocket

S
S
S
S
S
S
S

Hyundai Tucson
Overall Length(mm)
Overall Width(mm)
Overall Height(mm)
Wheel Base(mm)
Tyre Size
Type

4325
1830
1730
2630
215/65R16
Turbocharged CRDI

Technical Features:

Dimension & Weight

Engine

49

Transmission

Fuel
Power
Max. Torque (Kg-m@rpm)
Drive System

Diesel
112@4000
25@1800-2800
Full time 4-WD
Macpherson strut with Coil

Suspension

Front
Rear

Spring
Dual Link
Pneumatic

Brakes

Shock Absorbers
Ventilated Disc, Front
Disc, Rear
Antilock Braking System
Traction Control System

assisted

hydraulic double acting type

S
S
S
S

ENGINEEERING:
ENGINE
The 2.0 liter CRDi engine of Tucson is for those who want the best of everything. The
performance, strength and frugality of a diesel motor together with quietness & smoothness of
petrol is a reality, thanks to the uniformly maintained high pressure in common rail of the 2.0L
CRDi engine. The power and torque are amazing at 112 Ps @ 4000 rpm & 25 kgm at as low as
2000 rpm. And also it has a 4WD system with 5 Speed Transmission.

50

MAJOR CHALLENGES OF HYUNDAI MOTOR

Hyundai Motor's Chung Challenges Brother's Widow With Engineering Bid Plan

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Hyundai Motor Group, parent of South Koreas two largest carmakers, will bid for a $2.5 billion
stake in Hyundai Engineering & Construction Co., setting up a contest between the nations
second-richest man and his brothers widow.
The group, which includes Hyundai Motor Co. and Kia Motors Corp., will submit a letter of
intent today, it said in a regulatory filing in Seoul.
A successful bid would reunite Hyundai Motor with former affiliate Hyundai Engineering, the
nations largest builder. Hyundai Engineerings creditors, including Korea Exchange Bank, will
accept final bids for their combined 35 percent share in the construction company by Nov. 12,
sale arrangers Bank of America Corp.s Merrill Lynch & Co., Woori Investment & Securities Co.
and Korea Development Bank said last week.
Buying into Hyundai Engineering is a part of Hyundai Motors efforts to develop a new engine
of growth, said Yim Eun Young, a Seoul-based analyst at Dongbu Securities Co. Its not
unreasonable for Hyundai Motor to consider acquiring a stake if the price is reasonable.
Hyundai Engineerings market capitalization is about 8.32 trillion won, pricing a 35 percent
stake at about 2.91 trillion won ($2.5 billion), based on todays closing share price.
Family Ties

51

Hyundai Motor Group will compete with Hyundai Group, which said today it may submit a
preliminary bid for the stake before Oct. 1. Hyundai Group affiliates Hyundai Merchant Marine
Co., Hyundai Elevator Co. and Hyundai Securities Co. said in August they planned to make an
offer.
Hyundai Motor and its affiliates severed ties with the former Hyundai Group in 2000 as part of a
plan to split the business into three operations, each of which was to be managed by one of
founder Chung Ju Yungs three sons.
The carmaker is controlled by Chung Mong Koo, the son of the founder, while his brothers
widow, Hyun Jeong Eun, controls the current Hyundai Group. The old Hyundai Groups
shipbuilding unit, which includes shipyard Hyundai Heavy Industries Co., was also spun off.
Hyundai Motor is involved in the construction business through its unlisted Hyundai Amco Co.
unit and has no plans to merge it with Hyundai Engineering, it said today. The group also said it
would keep the current workforce at Hyundai Engineering after a takeover.
Future Growth
We decided to bid for Hyundai Engineering in order to strengthen the groups business portfolio
for future growth, Hyundai Motor Group said in a regulatory filing today.
While a stake in Hyundai Engineering could help protect the automaker from a sudden
slowdown in the car business, it risks losing focus if it expands into a new industry, said Park
Hwa Jin, a Seoul-based analyst at Shinyoung Securities Co.
Its too early to judge how Hyundai Engineering could contribute to Hyundai Motor Group
while it still has many things to accomplish in the car business, such as adding environmentally
friendly models, Park said.
Hyundai Motor was unchanged at 161,500 won in Seoul trading today, while Hyundai
Engineering gained 4.9 percent.
Hyundai Merchant Marine, South Koreas second-largest shipping line, jumped to its highest in
almost three years in Seoul trading. The company rose by the daily limit on speculation a battle

52

for Hyundai Engineering may also lead to a fight for control of the shipping line, said Kang
Seong Jin, an analyst at Tong Yang Securities Inc.
Largest Deal
Should Hyundai Motor Group acquire a stake in Hyundai Engineering, the deal may be its
largest since 1998 when it acquired shares in Kia Motor Corp. for 1.2 trillion won in cash and
assumed debt of 2.7 trillion won, according to data compiled by Bloomberg.
The group plans to finance the acquisition internally, it said today. Hyundai Motor and Kia had
combined cash and equivalents of 9.2 trillion won as of the end of June, according to their
financial statements.
Hyundai Engineerings creditors plan to sell their stake for as much as 20 percent more than its
market value, an official at one of the creditors said earlier this month. He declined to be
identified because the information isnt public.
Hyundai Motor Group hired Goldman Sachs Group Inc. and HMC Investment & Securities Co.
as financial advisers while Kim & Chang was picked as a legal advisor to work on the bid, it said
today in the filing, confirming previous local media reports.
To contact the reporter on this story: Sookyung Seo in Seoul at sseo10@bloomberg.net
To contact the editors responsible for this story: Kae Inoue at kinoue@bloomberg.net

53

INTRODUCTION OF PROBLEM
The company wants to know more about the customers satisfaction. Its very important for every
marketer to know about the satisfaction motives of the customers because it helps them to design
programs to retain customers & increase goodwill of the company. It also helps them to increase
brand loyalty. So it becomes a problem for a company to know about customer satisfaction.

The respondents selected to be interviewed were not always available and willing
to co- operate. Also in some cases the respondents were found to not have the
knowledge, opinion, attitudes or facts related with the products. Moreover our
survey consisted of 182 males and only 15 females which led to gender biasness.

We have taken the sample size of 200, which cannot determine the satisfaction of
the total customers. The sample has been drawn from only from one service
centre.

54

OBJECTIVE OF STUDY
1. Evaluating post service satisfaction of Customers.

2. Developing suggestion docket.

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

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

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

6.

Study about the need of improvement in existing Service system.

55

LITERATURE REVIEW
Consumer is the central figure of all marketing activities. It is the consumer who determines the
growth, prosperity and even existence of a business enterprise. Hence the marketer should
always feel the pulse of customers. In order to understand the pulse of the customers, the
marketer needs to understand fully the needs of the consumer. It helps him to plan his production
and distribution to suit to the needs and convenience of customers .It also helps him to plan
suitable marketing strategies. Thus it is very essential for every marketer to know his customers
satisfactions. Motive is a strong feeling, instinct, desire or emotion that makes a person to do
something. When a motive makes a person to use a product, then it becomes a customer
satisfaction. Thus customer satisfaction means the influence and considerations which makes a
customer to use a particular product. According to D.J. Duncan, customer satisfactions are
those influences or considerations which provide the impulse to use, induce action or determine
choice in the purchase of goods and services. Customer satisfactions are mainly two types,
manifest motives and latent motives. Manifest motives are those motives which are known to the
customer and also ready to admit them. But on the other hand latent motives are either known to
the customer. Customer satisfaction can also be calculated as follows
1

1. Product or patronage motives

2. Emotional and rational motives

3. Inherent and learned motives

56

Product and patronage motives

Product motives: it refers to those influences and reasons which

make the consumer to buy a certain product in preference to another. These explain
why people buy a certain product. Product are of two types:

Primary product motives: These motives induce a consumer to purchase general class of the
product. These motives relate to the basic needs of people like hunger, thirst, sleep

57

SCOPE OF STUDY
MR Hyundai working philosophy is particularly based on Prepare employees for the future
developments with developments in their personality. As competition is very much intense
hence the management is working hard for customer relationship to achieve future business
growth.
As it is newly opened organization hence as every other organization it is also facing
some management problems. Management is trying to overcome all these problems and
achieving systematic workings here. Each and every department is distinguished for the
employees. Every employee is having its own designation and job profile and he/she has
to work under that profile only. For each segment of the vehicles, MR Hyundai is having
its separate executives. Departments are connected through local area networks.
The main aim of management here is self development of employees. So that, they can be
empowered for the benefit of the organization and be able to take future responsibilities.
It starts with the joining of the employee in the organization. Initially, they have to work
under various departments till his/her probation period would be over. They have to start
their works from the ground level, so that they can understand the reality of the business
here. Daily reporting at the morning and the evening make them up to date with the
objectives and their future targets. The senior management knows that how they are
doing their work and in which way they have to be directed.

58

RESEARCH METHODOLOGY

2.5.1 DESIGNS, TECHNIQUE, AND DATA COLLECTION METHOD

Convenience Sampling was adopted to choose the respondents. The respondents comprised both
male and female of different age groups, from varying income group, coming from different
educational backgrounds.
EXPLORATORY RESEARCH:
As the term suggests, exploratory research is often conducted because a problem has not been
clearly defined as yet, or its real scope is as yet unclear. It allows the researcher to familiarize
him/herself with the problem or concept to be studied, and perhaps generate hypotheses
(definition of hypothesis) to be tested. It is the initial research, before more conclusive research
(definition of conclusive research) is undertaken. Exploratory research helps determine the best
research design, data collection method and selection of subjects, and sometimes it even
concludes that the problem does not exist!
Another common reason for conducting exploratory research is to test concepts before they are
put in the marketplace, always a very costly Endeavour. In concept testing, consumers are
provided either with a written concept or a prototype for a new, revised or repositioned product,
service or strategy. Exploratory research can be quite informal, relying on secondary research
such as reviewing available literature and/or data, or qualitative approaches such as informal
discussions with consumers, employees, management or competitors, and more formal
approaches through in-depth interviews, focus groups, projective methods, case studies or pilot
studies. The results of exploratory research are not usually useful for decision-making by
themselves, but they can provide significant insight into a given situation. Although the results of
qualitative research can give some indication as to the "why", "how" and "when" something
occurs, it cannot tell us "how often" or "how many". In other words, the results can neither be
generalized; they are not representative of the whole population being studied.

2.5.2 PLAN OF ANALYSIS:

The data obtained through questionnaire was processed using the statistical.
Additional information obtained from various business journals, magazines, newspapers,

websites etc. are also analyzed.

59

2.5.3 QUESTIONNAIRES:
Questionnaire is an important step in formulating a research design. Once the researcher has
specified the nature of research design, and determined the scaling procedures, he or she can
develop a questionnaire.
Any questionnaire has three specific objectives.
11. It must translate the information needed into a set of specific questions that the
respondents can and will answer.
22. It must uplift, motivate and encourage the respondent to become involved in the
interview, to cooperate, and to complete the interview. Incomplete interviews have
limited usefulness at best.
33. It should be able to minimize response errors.
It was also important as researchers to respect the samples time and energy hence the
questionnaire was designed in such a way, that its administration would not exceed 4-5 minutes.
These questionnaires were personal administered.
This survey is being conducted to find out that whether you are satisfied with the service
provided by Hyundai Motor India Limited. This survey is purely meant for academic purpose
and not for commercial use.
We would be grateful and appreciate your co-operation in filling this questionnaire.
2.5.5 METHOD DATA ANALYSIS:
We have used the software to analyze our data accurately. After the respondents had filled in the
questionnaires, the data was entered into the software and the analysis was made thereby.
2.5.6 FIELD WORK
Fieldwork plays an important role in collecting the data. I have filled up the questionnaire at MR
HYUNDAI. Some important points which I kept in mind while doing the fieldwork.1 To make the respondents comfortable before questioning him by introducing myself as
student and ensuring the respondent that all information collected is only for academic
purpose and will be kept confidential
2 Ensure that all the questionnaires are filled by the customers only.
3 Not to lead a person into any preconceived notion
4 Not to influence the respondents answers in any way/form.
5 Use simple language, so that the technical language does not intimidate the respondent.
60

SAMPLE STATUS
The sample size is 200 which is chosen from the customers visiting the MR HYUNDAI for
getting their car serviced.

61

DATA PRESENTATION & ANALYSIS

Which car do you currently use?

140

120

100

80

Count

60

76

40

62

20

44

Verna

Sonata

0
Santro

I-10

Getz

Accent

Tucson

Current car
Interpretation: In our survey, out of 200, 76 of the respondents use Santro followed by 62 of the
respondents use i-10 , 44 of the respondents use Accent. The rest of them were those who use
Getz, Verna, Sonata, and Tucson .
Analysis: When it comes to Hyundai, it is observed that Santro has been the most popular
passenger car followed by i-10. India being a price sensitive market, the main reason behind the
sale of Santro is the price at which they are sold. I-10 being the latest entry has started being
popular. It is then followed by the premium cars like Accent and Sonata and SUVs like Tucson.
62

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

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

daily followed by 26.5% of the respondents who use 51 to 100 Kms. daily. The rest was followed
by 8.5% who use less than 20Kms. a day followed by only 6.5% who use really long, i.e., more
than 100 Kms. everyday.

Analysis: It has been observed that majority of the respondents travel almost 20 to 50 Kms.
daily. In the busy schedule today, people prefer to travel in their own vehicle rather than relying
on public transport. Only 6.5% of the respondents preferred to drive long, i.e., more than 100
Kms. everyday.

63

How often do you service your car?

Interpretation: 79% of the customers brought in their car for servicing every 4 to 6
months.9.5% serviced their car once in more than 6 months. 8% of their got their car every 2 to 4
months for servicing and only 3.5% of them serviced every 2 months.

Analysis: Majority of the cars were serviced at regular intervals as instructed by the service
manual. i.e., every 4 to 6 months. It also depended on the distance they covered over these
months. Around 3.5% of the cars came for servicing within 2 months. These mainly comprised
of the new vehicles which had come down for the first service.

64

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

Analysis: I have limited my survey to MR HYUNDAI only. But there were customers who had
prior serviced their cars at other service centers too. In those cases, I have considered the other
service centre. Majority of 76 respondents serviced their cars at MR HYUNDAI followed by
other service centres like local mechanics or service centre.

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

65

 How satisfied are you with the quality of the service?

Interpretation: Most of the respondents were in the category of Extremely satisfied, Quite
satisfied or Slightly satisfied category.75% of the respondents were extremely satisfied with the
quality of service followed by 16.5% respondents who were quite satisfied. 8 out of 200
respondents were slightly satisfied with the quality of service.

Analysis: This is to determine the satisfaction level based on the quality of service. Quality of
the after sales service plays a very important role in making the company a market leader.

66

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

MR HYUNDAI Service Centre.

Interpretation: 59% of the respondents were satisfied with the service time taken by the service
centre followed by 19.5% who were somewhat satisfied with the service time. Only1% of the
respondents was dissatisfied with the time taken by the service centre.

Analysis: Service Time plays a very important role in satisfying the customers today. In todays
busy world, no one likes to wait for their cars to get serviced. The faster is the car serviced, the
higher is the level of satisfaction of the customers.

67

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

If similar problem
have been faced
after the service?
Yes
No
20

80

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

Analysis: It brings a bad reputation to the service centre if a similar problem gets repeated. Thus
the company needs to minimize this in order to increase the satisfaction level of the customers.

68

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

If yes, whether the

complaints were attended
and successfully rectified?
Yes
No

32

68

Interpretation: 68% of the respondents felt that their complaint was immediately attended and
successfully rectified. 32% of the respondents felt that their complaints werent rectified even
after repeated complaints.

Analysis: It is observed that some problems werent rectified even after repeated complaints.
Company should seriously take this into consideration and work upon it. It is this factor that
could create a threat to the company.

69

Customers preferring to have their cars picked up for servicing.

Would the customer prefer pick up and drop back

Facility for servicing?
Definitely
Probably
Doesn't make a
difference
No

27.5

60.5
8

Interpretation: 27.5% of the respondents wanted the service centre to have their car picked up
for servicing. But a majority of 60.5% of the respondents did not want their car to be picked up.

Analysis: I wanted to find out whether the customers were interested in having their cars picked
up for servicing which would save their time and other resources. But it was surprising to know
that most of them were not interested for such a facility.

70

If yes, would the customer pay an additional amount?

If yes, would the

customer pay an
additional amount?
Yes
No

47
53

Interpretation: 53% of the respondents who were interested in having their car picked up said
that they do not mind paying an additional amount for having their car picked up where as 47%
said that they wouldnt pay any additional amount for this. They felt that it should be a benefit
given to the customers.
Analysis: I wanted to find out if the customers were willing to pay an additional amount for
having their car picked up for service.

71

The research basically focuses on:

Degree of satisfaction based on overall quality of the service.

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

Degree of satisfaction based on service time.

Degree of satisfaction based on charges.

Apart from this, I also tried to find out:

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

was immediately attended to.

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

they bear an additional amount.

If the respondents would recommend this service center to others.

72

RESULTS & FINDINGS

When it comes to Hyundai, it is observed that Santro has been the most popular
passenger car. India being a price sensitive market, the main reason behind the sale of
Santro is the price at which they are sold.

It has been observed that most of the respondents travel almost 20 to 50 Kms. daily. In
the busy schedule today, people prefer to travel in their own vehicle rather than relying on
public transport. Only 6.5% of the respondents preferred to drive long, i.e., more than 100
Kms. everyday.
Majority of the cars were serviced at regular intervals in every 4 to 6 months. It also
depended on the distance they covered over these months. Around 3.5% of the cars came
for servicing within 2 months.
I have limited my survey to MR HYUNDAI only. But there were other customers also
who had prior serviced their cars at other service centers too. In those cases, I have
considered the other service centre. Majority of 76 respondents serviced their cars at MR
HYUNDAI followed by other service centres like local mechanics or service centre.
This is to determine the satisfaction level based on the quality of service. Quality of the
after sales service plays a very important role in making the company a market leader.
Service Time plays a very important role in satisfying the customers today. In todays
busy world, no one likes to wait for their cars to get serviced. The faster is the car
serviced, the higher is the level of satisfaction of the customers.
20% of the respondents felt that a similar problem was repeated after a service. It brings a
bad reputation to the service centre if a similar problem gets repeated. Thus the company
needs to minimize this in order to increase the satisfaction level of the customers.
It is observed that some problems werent rectified even after repeated complaints.
Company should seriously take this into consideration and work upon it. It is this factor
that could create a threat to the company.

27.5% of the respondents wanted the service centre to have their car picked up for
servicing. But a majority of 60.5% of the respondents did not want their car to be picked
up.But it was surprising to know that most of them were not interested for such a facility.

53% of the respondents who were interested in having their car picked up said that they
do not mind paying an additional amount for having their car picked up where as 47%
said that they wouldnt pay any additional amount for this.
The customers were willing to pay an additional amount for having their car picked up
for service.

73

SUGGESTIONS:
After sales service plays a very important role in building up the reputation of an Automobile
company. So this is the area in which the company should mainly focus. I hereby suggest some
measures as a feedback from some of the respondents:

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

the other dealers. Hence more company operated workshops are needed to be opened across the
country. It is felt that the other service centres lack genuineness. Customers preferred to come to
this workshop from outstations rather than showing it to the local service or mechanics in the
city.

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

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

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

be minimized.

Several customers werent happy with the quality of wash in the service centre. This

needs to be checked.

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

They felt that the booking time is too long.

5Automobile industry today being one of the most competitive industry, it is only after sales
service which could make a company a market leader.

74

LIMITATION OF STUDY:

The sample size of our survey is only 200, which cannot determine the behavior of the total
population. Moreover the sample has been drawn only from one service centre in Noida where
the disposable income of an individual is medium.

The behavior of the customer is unpredictable which may result in the lacking of
accuracy in the data.
It has been observed that Santro is the maximum selling car of Hyundai Motor and most
of the respondents interviewed were Santro Customers, which led to biasness in the
analysis of the survey.
Our survey consisted of 182 males and only 18 females, which led to gender biasness.

75

CONCLUSION:

The report has highlighted the importance of providing the highest customer satisfaction and
how it affects the sales. Though in the month of December, the sales were down, by developing
competitive strategies and by delivering high class products and services, Popular Vehicles and
Services were able to keep their sales momentum. The report emphasizes the importance of
customer loyalty to develop the business.
The study which we conducted on the Four wheeler automobile sector is a very
important topic of automobile sector.
After deep research, analysis and getting information about companies as formulated that the
four wheeler automobile companies achieved success in the market. Throughout the study we
found the four wheeler manufacturer having very new and

76

BIBLIOGRAPHY

Websites:-www.automobileindia.com
www.siamindia.com
www.autoblogs.com
www.indiamart.com
www.automobiles.indiabizclub.com
www.indianautomobileindustry.com
www.autocar.com

Magazines :Overdrive
Autocar

Books:
HARPER W. BOYD,JR MARKETING RESEARCH, published by
Jyoti Publisher, 2006
RALPH WESTFALLMARKETING RESEARCH, Himalaya Publishing
House, 2007. P. No: 170

STANLEY F STARCHMAKETING RESEARCH, Asia Publishing House,

1960, P. No. 156.

77

ANNEXURE
All information provided by you will be kept confidential.
Age:

[ ] 18-25 [ ] 25-30

[ ] 30-35

[ ] 35-45

[ ] 45-55 [ ] 55-65

[ ] 65 or over

Organization: _____________________
Designation:

_____________________

Education:

[ ] High School
[ ] Graduate
[ ] Post Graduate
[ ] PhD
[ ] Others_____________

Income:

[ ] Less than

3, 00,000

(Per Annum in Rupees)

[ ] 3, 00,000 to5, 00,000

[ ] 5, 00,000 to 8, 00,000
[ ] 8, 00,000 to 10, 00,000
[ ] 10, 00,000 to 15, 00,000

[ ] Greater than 15, 00,000

Name:
Phone No.
Sex:

[ ] Male

78

] Female

1. Which car do you currently use?

[ ] Santro

[ ] i-10

[ ] Getz

[ ] Accent

[ ] Verna

[ ] Sonata

[ ] Tucson

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

[ ] Less than 20 km

[ ] 20 to 50 km

[ ] 51 to 100 km

[ ] More than 100 km

3. How often do you service your car?

[ ] Less than 2 months

[ ] 2 to 4 months

[ ] 4 to 6 months

[ ] Greater than 6 months.

4. You have availed the services from which of the following service stations?
[ ] Deep Hyundai

[ ] Arvind Hyundai [ ] MR HYUNDAI

[ ] Others __________

79

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

[ ] Extremely Satisfied

[ ] Quite Satisfied

[ ] Slightly Satisfied

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

[ ] Extremely Dissatisfied

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

I----------------I-------------I--------------I---------------I
Dissatisfied

Somewhat

Dissatisfied

O.K

Somewhat

Satisfied

Satisfied

Availability of spares.
Information provided.
Service Time
Charges
7. Did you ever face a similar problem getting repeated after a service?
[ ] Yes

[ ] No

9.If yes, are the complaints immediately attended and rectified?

[ ] Yes

[ ] No

80

10.Would you prefer somebody form Hyundai Motor India Limited to come to your place
and pick up your car for servicing and drop it back?
[ ] Definitely
[ ] Probably
[ ] Doesnt make a difference
[ ] No
11.In such case, are you willing to pay an additional amount?
[ ] Yes

[ ] No

81