Theoretical frame work

introduction Customer service is an indispensable part of any business in todays competitive environment. It is extremely important for an organization to ensure that it provides excellent customer service to its customers to be in the business for a long time and achieve its goals and objectives. The below are some of the definitions of Customer Service defined by various people.

Customer service is the ability to provide a service or product in the way that it has been promised

Customer service is about treating others as you would like to be treated yourself

Customer service is an organisations ability to supply their customers wants and needs

Customer service is a phrase that is used to describe the process of taking care of our customers in a positive manner

Customer service is any contact between a customer and a company, that causes a negative or a positive perception by a customer

Customer service is a process of providing competitive advantage and adding benefits in order to maximize the total value of customers

Customer service is the commitment for providing value added services yo external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner Customer service is a proactive attitude that can be summed up as: I care and I can do. Customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient manner possible.

Methodology
need of study
The need of study of this project 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.

OBJECTIVE of study : PRIMARY OBJECTIVES: y conduct customer satisfaction survey for hyundai y to find out customer expectations from hyundai y to study the factors that satisfy and delight the customers SECONDARY OBJECTIVES: y to find out problems faced by customer y to understand customer requirements from hyundai y to know customers opinions of hyundai vehicles

SCOPE OF study The customer is always right. This is incontrovertible. Customers are the heart of every business, because without them there is no business. Without their money, there is no exchange. Therefore, for every company the customer is the starting point that influences every move. Marketing is based on this logic. It is a process by which a company finds out what its customer wants and need. And then deliver it in a way that makes as m8uch profit as possible. The SLEPT FACTOR (social, legal, economical, political and technological)can affect behaviour of customers, the market they form and the ways in which a company can respond. Innovation should be encouraged. 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 Research design
y PRIMARY DATA:

Primary data are those which are collected afresh and for the first time and thus happen to be original in character. It was collected through questionnaire and personal interviews.

y 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 was collected in the form of company profile and industry profile from the website and newspaper. Some of the books were referred for theoretical concepts

Data tabulation & analysis method Data was analyised with the help of a bar chart diagram for the data collected from the questioner filled by customer using Hyundai products

Organization profile

INDUSTRY PROFILE Industry Profile: India's love affair with the automobile is famously embodied in the 1920's 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 1890's, 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 India's initial economic opening in the 1980's. The maverick Indian politician Sanjay Gandhi championed the need for a "people's car"; the project was realized after his death with the launch of a state-owned firm Maruti Udyog Ltd.(Maruti Suzuki 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 to its 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.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$ 2 million. The automobile industry in India is the eleventh largest in the wor ld with an annual production of approximately 2 million units. India is expected to overtake China as the world's 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 per 1,000 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 India's GDP (nominal). India's cost -competitive auto components industry is the second largest in the world List of automobile manufacturers in India -Indian companies Multi-national companies y Force Motors Audi y Ashok Leyland BMW y Hindustan Motors Fiat y Mahindra & Mahindra Limited Ford Motors y Hyundai Motors ltd y Maruti Suzuki General Motor y Premier Automobiles Honda y REVA Hyundai y TATA MOTORS and Renault-Nissan Mercedes-Benz y Mitsubishi Motors y Skoda y Toyota

Organization profile
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, registered total sales of 489,328 vehicles in the calendar year (CY) 2008, an increase of 49.6 percent over CY 2007. In the domestic market it clocked a growth of 22.4 percent as compared to245, 387 units in 2007 while overseas sales grew by 92.5 percent, with exports accounting for 243,931 units in 2008. LOGO OF HYUNDAI

PRODUCTS OF HYUNDAI

Hyundai has different products 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.

2. Hyundai i10: The BSIV compliant 1.2 Kappa2 engine with VTVT achieved a spectacular fuel mileage of 20.36 km/litre. Best in class ARAI-certified fuel efficiency among petrol cars in India.

3. I 20: The winner of the prestigious 'Viewer's Choice of The Year' and 'Design of the Year' awards. In an all-new avatar showcasing the best blend of designing techniques and technology. No wonder then that the i20 is the hottest thing on wheels.

4: Accent: Petrol and Diesel Versions in India initially, while in Europe it was introduced only with the Petrol version. The car was powered by 1.5 litre, 94 bhp engine.

5. Verna: The new Hyundai Verna - A car that redefines style, luxury and power. Following a fluidic sculpture design philosophy that seeks to create cars that are inspired by nature and are based on the natural rhythm of life, it harmoniously blends power with style . Offering sleek good looks, advanced technology and groundbreaking safety features, this sedan is a cut above the rest, and a revolution ahead.

6.Tucson:It is a compact 5-seater SUV from Hyundai. 2.0-liter CRDi engine delivers performance, strength and frugality of a diesel engine together with quietness and smoothness of petrol engine.

An l sis 1. . Whi h M
Table 1

l of Hyundai are you using :

Whi h Model of Hyundai are you using

cars i20 i10 santro accent verna tucson no of res ondents

Total respondents 50
Fig .no1
16 14
12 10

8 6 4
2 0 i20 i10 santro accent verna tucson

Interpretation It is observed from this graph that the of users of santro car is more than the other models of Hyundai and the least used would be Tucson model.

7 10 16 9 7 1

percentage 14% 20% 32% 18% 14% 2%

Series1 Series2

2. How many years you are using this model:

Table 2 How many years you are using this model
no. of years no of respondents 18 12 11 9 percentage 36% 24% 22% 18%

2 years 2-3 years 3-4 years 4-5 years

Fig. no. 2

20 18

16 14
12

10
8 6

percentage

no of respondents

4 2 0 0-2 years 2-3 years 3-4 years 4-5 years

Interpretation It is observed from this graph that customer of Hyundai are mostly using cars from the last two years and there are only 18% of customer using the car from 4-5 years

3. Preference for choosing particular car :

Table 3 Preference for choosing particular car
no of respondents percentage 74 68 78 86 64

37 34 39 43 32

Fig no. 3
50 45 40 35 30 25 20 15 10 5 0

Interpretation It is observed that customer choose hydai cars mainly for the looks and comfort of the cars

Performance Feature Looks Price

no of respondents percentage

Comfort Mileage

42

84

Finding ,suggestions , conclusion

FINDINGS: It is observed that :

The prospective segment is from the business and self employed class.

y .Hyundai should continue to maintain the standard of the service. y . It is observed that, 42% of the respondent are of opinion that vehicles are as per expectations, and 20% are saying its below expectations. y y y y

Company should improve its post sales service The customer highest priority is for the mileage. Hyundai needs to improve its awareness about Add-on-Services. Customers are highly satisfied which help in customer retention.

y It is observed that, 46% of the customers are of opinion that Hyu ndai should improve in quality and 16% is of the opinion that Hyundai should improve in price. y Company has created goodwill among the customers which will help them to recommend car to friends and relatives y Company has build in the trust and belief in th e customers about their product.

SUGGESTIONS After conducting the survey and knowing the market, I realized that: y The company should keep in mind the need of young generation. y Company should improve the promotion strategy of product. y Company should improve the promotion strategy of Add-on services. y It will be beneficial for the company to make the warehouse near to the Showroom and there should be roof facility, adequate security facility in the Warehouse. y The Company should know its customers satisfaction level throughout doing periodic surveys. Periodic surveys can treat customer satisfaction directly. y Company should improve/upgrades its employees product knowledge, market situation, and its competitors knowledge by giving proper training to employee. y Company should upgrade or innovate its new product. y The Company should not only concentrate on the customer satisfaction but also the company led to monitor their competitors performance in their areas of operations. y The Company should make changes according to the other competitors & according to the customers expectations.

CONCLUSION It has been observed that most customers are satisfied with pre sales services similarly most of these customers are dissatisfied with the post sales service which is the matter of concern for the company. Hyundai needs to improve some parts of

products specifically the interiors. High customer satisfaction level helps the company to retain its existing customer as well as generate new customer through word to mouth publicity. Customer satisfaction index is a good tool to make improvements in the products and services of the company. And therefore should utilize carefully & kept as Confidential as possible.