customer pref proj

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A PROJECT REPORT ONCUSTOMER PREFERENCE FOR

DSC HYUNDAI MOTOR PVT LTD. CHENNAI

Submitted by

S.ARVINDHRAJ

(35080072)

In partial fulfilment for the award of Master of Business Administration under the

supervision and guidance of

Dr. T.RAMACHANDRAN

(PROFESSOR in SRM University)

Kattankulathur)

SRM SCHOOL OF MANAGEMENT

FACULTY OF ENGINEERING & TECHNOLOGY

SRM UNIVERSITY

KATTANKULATHUR 603 203.

7


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BONAFIED CERTIFICATE

This is to certify that the project report entitled A Project Report On CUSTOMER

PREFERENCE FOR DSC HYUNDAI MOTOR PVT LTD. CHENNAI, submitted by S.ARVINDHRAJ

in partial fulfilment for the project in award of Master of Business Administration (MBA) of SRM

University, Kattankulathur is a bonafied research work carried out under my supervision and guidance

and no part of this project has been submitted for any other degree / diploma.

The assistance and help received during the course of the investigation has been fully

acknowledged.

Dated: ____________ Dr. T. RAMACHANDRAN

(PROFESSOR)

SRM school of Management,

Kattankulathur.


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ACKNOWLEDMENT

It is difficult to acknowledge a precious debt as that of learning as it is the only debt that

is difficult to repay except through gratitude.

First and foremost I wish to express my profound gratitude to the almighty, the merciful

& compassionate with whose grace & blessings I have been able to complete this work.

It is my profound privilege to express my sincere thanks to the Dean Dr.JAYSHREE

SURESH (School of Management), for giving me an opportunity to work on the project and

giving me full support in completing this project.

I am very thankful to my guide Dr. T. RAMACHANDRAN (Professor in SRM

University, Kattankulathur) for him full support and guidance in completing this project work.


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DECLARATION

I, M.H.ABOOBAKAR SIDDIQUE (35080013) hereby declare that the project "A Project Report

On CUSTOMER PREFERENCE FOR DSC HYUNDAI MOTOR PVT LTD. CHENNAI " under the

supervision and guidance of Dr. T. RAMACHANDRAN (Professor in SRM University,

Kattankulathur) department of management studies SRM, Kattankulathur is the result of the

original work done by me and to the best of my knowledge, a similar work has not been

submitted to any university or any other institution.

Place: Name:

Date: Register no:


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CONTENT

CHAPTER TITLE PAGE NO

1 Introduction 1

2 Objectives of Study 3

3 Scope of the Study 5

4 RESEARCH METHODOLOGY 7

4.1) Research Design 8

4.2) Data collection 8

4.3) Sampling 9

4.4) Statistical Tools 10

4.5) Limitation of the Study 11

5 Industry Profile

12

Company of the Profile

6 Data Analysis and Interpretation 19

7 Findings 46

8 Suggestions 48

9 Conclusion 50

10 Annexure 52

11 Bibliography 56


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LIST OF TABLES

SL.No List of Tables Page No

1.1 Income Group Of Customers 20

1.2 Knowledge about the location of the showroom 22

1.3 Visited the showroom before 24

1.4 Convenience of parking 26

1.5 Buying decision for a four wheeler 28

1.5.1) Test the Chi Square for Buying decision for a Four Wheeler 29

1.6 Interior of Hyundai 30

1.7 Visited other Hyundai showroom before coming to this showroom 32

1.8 Various other brands seriously considered before coming to thisshowroom

34

1.9 Relationship between Fuel Efficiency and Maintenance usingChi Square Test

36

1.10 Price list of Hyundai cars 38

1.11 Offers expected from dealers 40

1.12 Expectations from the dealers 42

1.13 Customer service in the showroom 44


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LIST OF CHARTS

SL.NO LIST OF CHARTS PAGE NO

1.1 Income group of customers 21

1.2 Knowledge about the location of the showroom 23

1.3 Visited the showroom before 25

1.4 Convenience of parking 27

1.5 Interior of Hyundai 31

1.6 Visited other Hyundai showroom before coming to this showroom 33

1.7 Various other brands seriously considered before coming to thisshowroom

35

1.8 Price list of Hyundai cars 39

1.9 Offers expected from dealers 41

1.10 Expectations from the dealers 43

1.11 Customer service in the showroom 45


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CHAPTER 1

INTRODUCTION


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INTRODUCTION

The idea that customers prefer one product or one service over another is not new.The ability to

identify and measure the elements of such preference decisions with any accuracy and reliability

has only recently become available.

The project is made on the project title Customer Preference of Hyundai Cars

Today there is a cut throat competition in the market and an automobile industry cannot escape itself from

this competition. So it became very important for every company of this industry. So this project is very

important for DSC HYUNDAI MOTORS LTD to increase the satisfaction level of customers


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CHAPTER 2

OBJECTIVES OF THE STUDY


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OBJECTIVES OF THE STUDY

Tofind out the different strategies used by the company to increase thesales.

To find out how these strategies useful to company as well as customers. To find out customers satisfaction level


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CHAPTER 3

SCOPE OF THE STUDY


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SCOPE OF THE STUDY

Today there is a cut throat competition in the market and an automobile industry

cannot escape itself from this competition. So it became very important for every

company of this industry. So this project is very important for DSC HYUNDAI

MOTORS LTD to increase the satisfaction level of customers


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CHAPTER 4

RESEARCH METHODOLOGY


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RESEARCH METHODOLOGY

Research design:

The project works titled A STUDY ON CUSTOMER PREFERENCE in DSC HYUNDAI. A

description research design was chosen keeping in view the objectives of the research with accurate

description of variables in the problems method.

Data collection method:

The method of collecting primary and secondary data since the primary data are to be originally collected,

while the secondary data is the collection works merry that of completion

1.Primary data:

It is collected through survey method, through direct communication with respondents. It is data gathered

for a specific purpose or a specific research project. The questionnaire is administration to the respondents

and doubt relating to the question were explained and cleared.

2.Secondary data:

The secondary data, which was various source like company records, magazines, trade journals, websites

and investment publication

Research Instrument:

The research instructed used for collecting vary data is a questionnaire. The survey was collected

structured questionnaire, question some of which asked the respondents to choose are among several

alternatives; the questionnaire is prepared by using both close ended question and open ended questions.

Sampling:

Sampling allows concentrating our attention upon a relatively smaller number of people and hence, to

devote more energy to ensure that the information collected from them is accurate.


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Sampling method:

a) Probability sampling: In this method of sampling each unit of the population has a definechance of being included in the sample,

b) Non probability sampling:In this sampling method for selecting the units of the samples isadopted. The basic of selection can be simply opportunity convenience and purpose.

The research has adopted non probability sampling method for this study.

Sampling unit target:

The main targets for this study are the customers of DSC HYUNDAI MOTOR LTD, CHENNAI. The

employees such as driver and owner of the car are included in the study.

Sampling size:

The total size of the sample is 150customers .


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STATISTICAL TOOLS:

DATA ANALYSIS:

The analysis of data collected through research has been done systematically. Simple percentage,

bar diagram, tables were used to represent variety of data that fall in the various categories, the

analysis has been done systematically and accurately so as to get correct and authentic results.

PERCENTAGE METHOD:

Percentage refers to a special kind of ratio. They are used in making comparison between two or more

series of data and they are used to desire relationship. It can also be used to compare the relative terms,

the distillation of two or more series of data. Since percentage reduces everything to a common base and

thereby allow meaningful comparison to be made.

CHI SQUARE TEST:

Chi Square Test 1:

To test whether there is any significant relationship between the responses for the satisfaction level in

order of priority while making a buying decision for a four wheeler.

HO: There is no significant relationship between the responses for the satisfaction level in order of

priority while making a buying decision for a four wheeler.

H1:There is significant relationship between the responses for the satisfaction level in order of

priority while making a buying decision for a four wheeler.

Chi Square Test 2:

To test whether there is any significant relationship between the responses for the satisfaction

level about fuel efficiency when compared to other Branded cars in the market.

HO:There is significant no relationship between the responses for the satisfaction level about

fuel efficiency when compared to other Branded cars in the market.

H1:There is significant relationship between the responses for the satisfaction level about fuel

efficiency when compared to other Branded cars in the market.


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LIMITATIONS OF THE STUDY

The sample taken may not be confirming to the actual population

Project duration was not sufficient to get in to the subject deeply.

Certain questions are not properly responded by the respondent


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CHAPTER 5

PROFILE OF THE COMPANY


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PROFILE OF HYUNDAI MOTORS

To enhance the international audiences brand recognition of Hyundai. During the FIFA World Cup in

Germany, Hyundai provided vehicles for ground transportation during the event and also carried out a

variety of marketing events such as "Goodwill Ball Road Show", "Hyundai Football Championships",

"Be there with Hyundai", South Korea's leading carmaker, Hyundai Motor produces compact and luxury

cars, SUVs, and minivans, as well as trucks, buses, and other commercial vehicles. The company re-

established itself as South Korea's leading carmaker in 1998 by acquiring a 51% stake in Kia Motors

(since reduced to about 39%). Selling cars in the US since 1986, Hyundai started selling its heavy trucks

stateside in 1998. Hyundai's models for the North American market include the Accent and Sonata;

models sold elsewhere include the GRD and Equus. The company also manufactures machine tools for

metalworking applications, such as horizontal machining, turning, and vertical machining.


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OVERVIEW

Hyundai Motor Company is a Korea-based automobile manufacturer. The Company produces and

markets passenger cars under the brand names of Equus, Genesis, Genesis Coupe, Azera, Sonata, Elantra,

Accent, Getz, i30, i30cw, i20 and i10; recreational vehicles under the brand names of Veracruz, Santa Fe,

Tucson, Matrix and H-1, and commercial vehicles, which include medium and heavy duty trucks, and

buses. The Company also provides automobile maintenance

Hyundai Motor Company Limited. The Group's principal activities are manufacturing and selling

automobiles. It produces and sells passenger cars under the brand names Equus, Genesis, Genesis Coupe,

Azera, Sonata, Elantra, Accent, Getz, i30, i30cw, i20 and i10; recreational vehicles

Business Description

Under the brand names Veracruz, Santa Fe, Tucson, Matrix and H-1, and commercial vehicles, whichinclude medium and heavy duty trucks, and buses. The Group also provides automobile maintenance

services. Operations of the Group are domiciled in Korea.

Global motor shows introducing new possibilities of the future

By introducing new technology for future vehicles in the worlds prominent motor shows, Hyundai has

attained equal status as the worlds leading automobile companies. Through the motor shows, which are

the premiere venues, new production cars and futuristic concept cars are introduced. In 2007, at the

Geneva Motor Show, Hyundai revealed the "QarmaQ", a crossover SUV concept car, and "Hyundai i30",

a European model strategic vehicle.

Sports marketing program that shares our customers passion

In 1999, Hyundai began a relationship with the UEFA(Union of European Football Associations) and the

FIFA(International Federation of Football Associations) and has been an official sponsor for international

soccer tournaments such as Euro 2000, the 2002 World Cup Korea-JapanTM and Euro 2004 etc.

Last year, as the official Automotive Partner of FIFA World Cup, Hyundai successfully deployed its

sports marketing campaign and created an opportunity etc. As the official sponsor, Hyundai will continue

to bond with soccer fans all over the world


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KEY DEVELOPMENTS FOR HYUNDAI MOTOR CO (005380)

Hyundai Motor Co. Launches All-New Compact Sedan At the 2010 Busan International Motor

Show in Korea

05/6/2010

Hyundai Motor Co. has unveiled its all-new compact sedan, codenamed 'MD' at the 2010 Busan

International Motor Show in Korea. The model features Hyundai's signature 'Fluidic Design'

philosophy, Gamma GDI (Gasoline Direct Injection) range of engines, coupled with a six-speed

automatic transmission. The vehicle features HID (High Intensity Discharge) headlamps, LED

rear combination lamps, heated rear seats, puddle lamps, and a colour TFT LCD information

display nestled in the instrument cluster.

Hyundai Motor Co. Announces its Reclining Seat Kills in Car Accident

05/5/2010

A federal jury in San Angelo found that Hyundai Motor Co.'s reclining seat caused the death of a

passenger in a single car accident of a 2005 Hyundai Tucson Sport Utility Vehicle (SUV). The

lawsuit marks the first time ever that a jury has found that a defect in a reclining seat can kill a

passenger in a car accident even though they buckled their seat belt. Dallas injury attorney Todd

Tracy of the Tracy Firm Attorneys at Law has warned drivers for decades that reclining seats can

kill or cause severe injury to their passengers in car accidents. The automobile industry and auto

dealerships advertise reclining seats as an inexpensive luxury accessory for passenger comfort on

the road and highway. They tell car buyers that the family can lay back, rest, and even sleep. But

for dozens of years there's been growing evidence that reclining seats kill or cause severe injury

such as paralysis in car accidents.


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Hyundai Motor Co. Reinstates Two Sacked Employees

05/4/2010

Hyundai Motor India Ltd's dismissed employees have come forward for out of court settlement

with the company. As part of this a group of employees, who were dismissed earlier on

disciplinary grounds, approached the company for a direct settlement. The company began

negotiations with them and so far it has settled the issue with two employees and the process is

underway with another 20 employees. Under the settlement, all dismissed employees will get

their statutory dues and ex-gratia payment. The outside union which had been demanding the

reinstatement of these employees is now preventing these employees from coming to a direct

settlement with the company, Hyundai claimed. and will be well recognized as a global leading

brand.


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PROFILE OF DSC MOTORS PVT LTD

DSC MOTOR PVT. LTD. Is a leader among the dealers of Hyundai motors India ltd., in

CHENNAI, Tamil Nadu, for the 11 years. The registered office of the company is

situated at 399, Anna Salai, Nandanam, Chennai-600035.

The company was incorporated on 21stNovember 1997 and is being ably managed by

a Board of Directors. Late Mr.Dhanapal. aged 73 , was thw Founder Chairman and

Managing Director of the company. His sons, Mr.D.Selvakumar , MBA and

Mr.D.Chandrasekaran,B.E are the Director-Services and Director-Sales respectively.

The company is a well-established business entity in the automobile industry and

presently doing a turnover of MORE THAN Rs.160 Crores per annum in Hyundai cars

sales. service and spares.

Mr.R.Dhanapal was one of the earliest operator of private bus services in the city and

the family has been in the Automobile industry for the past three generations. Originally

the family was in to the business of Sales and Services of bajaj two wheelers. The

dealership was operating under the banner of M/s RDS Automobiles, for over 10 years

from 1987-97. During that period the dealership was honors with the Best Service

Dealer award in Chennai . Subsequently it is changed into M/s RDS Auto and doing its

business at porur , Mr.D.Selvakumar , MBA and Mr.D.Chandrasekaran as partners. The

Showroom and Service center has a total area of 2500Sq. Ft. As a part of diversification

M/s RDS Automobiles graduated into four wheelers dealership with Hyundai motors

India ltd. In 1997 and has been performing successfully since then

DSC Motors Showroom is situated at Anna Salai, the arterial road, right in the heart of

Chennai city and another showroom is situated at No.256,Poonamakee Trunk Road,

Iyyapanthanga, Chennai -600 056. The advantage of having the showroom on the

arterial road of Chennai city is ensuring continues stream of visitors to the showroom.


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DSC Motor Pvt. Ltd. Is also supported by a well established after sales service and

spares through three of its State-of-the-art Service Workshops, operating from 48/5

Majestic Studios Complex, Saligramam, a film-town popularly known as kollywood, 10-

26, Anna Salai as Saidapet and another one in Kattupakkam, thus catering to the

b=need of customers from all the parts of Chennai city and suburbs.

The car Sales and Marketing division is headed by the Director-Sales,

Mr.D.Chandrasekaran, ages 44 Yrs, of the company. The Director-Service,

Mr.D.Selvakumar, aged 46, who looks after the operation of Service and Spare parts,

heads the Three service centers.

The company has strength of about 400 employees, which include a team of well

qualified and highly experienced professionals, managers, executives, engineers and

technicians, who have proven record in their respective field of operations. The

company has a cordial working atmosphere focused on development of HR and quality

of life of all these stakeholders. The company is currently has the patronage of very vast

spectrum of customers, varying from salaried class to leading industrialists, eminent

personalities, professionals and larger corporate, service sectors and government

establishments.


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CHAPTER 6

DATA ANALYSIS AND INTERPRETATION


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TABLE 1.1 SHOWING THE INCOME GROUP

S.No INCOME GROUP FREQUENCY PERCENTAGE

1 15000-25000 18 12%

2 25000-50000 57 38%

3 50000-75000 35 23%

4 75000 + 40 27%

RESPONDENTS TOTAL 150 100%

INFERENCE

It can be inferred from the table that more than 60% of the

customers income ranges from 25000-75000


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CHART1.1 SHOWING THE INCOME GROUP

INFERENCE

In this case 12% of them responded 15000-25000

38% of them responded 25000-50000

23% of them responded 50000-75000

27% of them responded 75000+


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TABLE 1.2 SHOWING THE KNOWLEDGE ABOUT THE LOCATION OF

THE SHOWROOM

S.No PRIORITY FREQUENCY PERCENTAGE

1 NEWSPAPER 18 12%

2 RADIO 5 3%

3 TELEVISION 7 5%

4 FRIENDS 57 38%

5 ROADVIEW 63 42%


INFERENCE

It can be inferred from the table that more than 70% of the customers comes to know about

the location of the showroom through their friends and road view


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CHART1.2 SHOWING THE KNOWLEDGE ABOUT THE LOCATION OF THE SHOWROOM

INFERENCE

In this case 12% of them responded NEWSPAPER

3% of them responded RADIO

5% of them responded TELEVISON

38% of them responded FRIENDS

42% of them responded ROADVIEW


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TABLE 1.3 SHOWING VISITED THE SHOWROOM BEFORE

S.No VISITED BEFORE FREQUENCY PERCENTAGE

1 YES 57 38%

2 NO 93 62%


INFERENCE

It can be inferred from the table that more than 60% of the customers did not visited the

showroom before.


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CHART1.3 SHOWING THE VISITED THE SHOWROOM BEFORE

INFERENCE

In this case 62% of them responded YES

38% of them responded NO


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TABLE 1.4 SHOWING THE CONVINIENCE OF PARKING

S.No CONVINIENE

T

FREQUEN

CY

PERCENTAG

E

1 YES 18 12%

2 NO 132 88%


INFERENCE

It can be inferred from the table that more than three fourth of the customers feels

inconvenience in parking their car


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CHART 1.4 SHOWING THE CONVINIENCE OF PARKING

INFERENCE

In this case 88% of them responded NO

12% of them responded YES


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TABLE 1.5 SHOWING THE PRIORITY WHILE MAKING A BUYING DECISION FOR A

FOUR WHEELER

S.No PRIORITY FREQUENCY PERCENTAGE

1 AESTHETIC/LOOK 60 40%

2 PRICE 42 28%

3 MILEAGE 18 12%

4 MAINTANANCE 23 15%

5 COMPANY SERVICE

COMFORT

7 5%



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TABLE 1.5.1 SHOWING HYUNDAI INFLUENCING IN ORDER OF PRIORITY WHILE

MAKING A BUYING DECISION FOR A FOUR WHEELER WITH CUSTOMER

STATISFICATION:

Priority O E 0-E (O-E)2

(O-E)2/E

Aesthetic Look 60 30 30 900 30

Price 42 30 12 144 4.8

Mileage 18 30 -12 144 4.8

Maintenance 23 30 -7 49 1.63

Company Service

Comport

7 30 -23 529 17.63

Total 150 11.72

df =4,(CV)=11.72, (TV)=9.49

Table Value at 5% Level of Significance degree of freedom value 4 is 9.49

INFERENCE:

Since the calculated value of the X 2 is less than the table value, we accept the null hypothesis and

concluded that there is no significant relationship between the responses for the satisfaction level in order

of priority while making a buying decision for a four wheeler.


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TABLE 1.6 SHOWING THE INTERIOR OF HYUNDAI CARS

S.No INTERIOR OF

HYUNDAI

FREQUENCY PERCENTAGE

1 VERY GOOD 90 60%

2 GOOD 30 20%

3 SATISFIED 19 13%

4 NOT SO

GOOD

7 5%

5 NOT SATISFIED 4 2%


INFERENCE

It can be inferred from the table that more than three-fourth of the customers are satisfied

with the interior of Hyundai cars


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CHART1.5 SHOWING THE INTERIOR OF hYUNDAI

INFERENCE

In this case 60% of them responded VERY GOOD

20% of them responded GOOD

13% of them responded SATISFIED

05% of them responded NOT SO GOOD

02% of them responded NOTSATISFIED


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TABLE 1.7 SHOWING THE VISITED ANY OTHER HYUNDAI SHOWROOM BEFORE

COMING TO THIS SHOWROOM

S.No VISITED FREQUENCY PERCENTAGE

1 YES 30 20%

2 NO 120 80%


INFERENCE

It can be inferred from the table that more than three fourth of the customers did not visited

any other showroom before coming to this showroom


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CHART 1.6 SHOWING THE VISITED ANY OTHER HYUNDAI SHOWROOM BEFORE


INFERENCE

In this case 20% of them responded YES

80% of them responded NO


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TABLE 1.8 SHOWING THE OTHER BRANDS SERIOUSLY CONSIDERED BEFORE


S.No BRANDS FREQUENCY PERCENTAGE

1 FORD 58 39%

2 SKODA 12 8%

3 MARUTHI 60 40%

4 HONDA 08 5%

5 TOYOTA 12 8%


INFERENCE

It can be inferred from the table that more than three-fourth of the customers seriously

considered ford and skoda before coming to this showroom


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CHART 1.7 SHOWING THE OTHER BRANDS SERIOUSLY CONSIDERED BEFORE


INFERENCE

In this case 39% of them responded FORD

8% of them responded SKODA

40% of them responded MARUTHI

5% of them responded HONDA

8% of them responded TOYOTA


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Tabel1.9:RelationshipbetweenFuelEfficiencyandMaintenanceusingChi

SquareTest

VeryGood Good Satisfied NotSo

Satisfied

NotSatisfied Total

FuelEfficiency 30 64 38 12 6 150

Maintenance 34 55 42 10 9 150

Total 64 119 80 22 15 300

TotalOfFrequency:

32 60 40 11 8 150

32 59 40 11 7 150


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SL.NO O E OE (OE)2

(OE)2/E

1 30 32 2 4 0.12

2

34

32

2

4

0.10

3 64 60 4 16 0.27

4 55 59 4 16 0.27

5 38 40 2 4 0.10

6 42 40 2 4 0.10

7 12 11 1 1 0.90

8 10 11 1 1 0.90

9

6

8

2

4

0.50

10 9 7 2 4 0.57

TOTAL 3.78

df=4,CalculatedValue(CV)=3.78,TabulatedValue(TV)=5.49

5%LevelOfSignificanceTablevalue=9.49

INFERENCE:

Since the tabular value is lesser than the calculated value Ho (Null hypothesis) can be

accepted. I.e.,HO:There is significant no relationship between the responses for the satisfaction

level about fuel efficiency and Maintenance when compared to other Branded cars in the market.


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TABLE 1.10 SHOWING THE PRICE LIST OF HYUNDAI CARS

S.No MAINTENANCE FREQUENCY PERCENTAGE

1 EXPENSIVE 33 22%

2 ECONOMY 90 60%

3 NO IDEA 27 18%

RESPONDEN

TS

TOTAL 150 100%

INFERENCE

It can be inferred from the table that 60% of the customers says the price of Hyundai cars are economy


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TABLE 1.8 SHOWING THE PRICE LIST OF HYUNDAI CARS

INFERENCE

In this case 22% of them responded EXPENSIVE

60% of them responded ECONOMY

18% of them responded NO IDEA


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TABLE 1.11 SHOWING THE OFFERS EXPECTED FROM THE DEALERS

S.No OFFERS FREQUENCY PERCENTAGE

1 FREE

INSURANCE

82 55%

2 DISCOUNT 15 10%

3 SERVICE PERIOD

EXTENSION

5 3%

4 FINANCE WITH

0% INTEREST

48 32%


INFERENCE

It can be inferred from the table more than half of the customers expect free insurance from

the dealer


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CHART 1.9 SHOWING THE OFFERS EXPECTED FROM THEDEALERS

INFERENCE

In this case 55% of them responded FREE INSURANCE

10% of them responded DISCOUNT

03% of them responded SERVICE PERIOD EXTENSION

32% of them responded FINANCE WITH 0% INTEREST


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TABLE 1.12 SHOWING THE EXPECTATON FROM THE DEALERS

S.No EXPECTATIONS FREQUENCY PERCENTAGE

1 INFORMATION ABOUT NEW

CARS

20 13%

2 INFORMATION ABOUT

SERVICE AND MILEAGE

15 10%

3 ASSISTANCE REGARDING

LOANS AND INSURANCE

30 20%

4 UNDERSTANDING

CUSTOMER NEEDS

85 57%


INFERENCE

It can be inferred from the table more than half of the customers expect that dealers should

understand their customer needs


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CHART 1.10 SHOWING THE EXPECTATON FROM THE DEALERS

INFERENCE

In this case 13% of them responded INFORMATION ABOUT NEW CARS

10% of them responded INFORMATION ABOUT SERVICE AND

MILEAGE

20% of them responded ASSISTANCE REGARDING LOANS AND INSURANCE

57% of them responded UNDERSTANDING CUSTOMER NEEDS


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TABLE 1.13 SHOWING THE CUSTOMER SERVICE OF THE SHOWROOM

S.No MAINTENANCE FREQUENCY PERCENTAGE

1 VERY SATISFIED 112 75%

2 SATISFIED 33 22%

3 DISSATISFIED 5 3%


INFERENCE

It can be inferred from the table more than 95% of the customers are satisfied with the

service provided by the showroom


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CHART 1.11 SHOWING THE CUSTOMER SERVICE OF THE SHOWROOM

INFERENCE

In this case 75% of them responded VERY SATISFIED

22% of them responded SATISFIED

03% of them responded NOT SATISFIED


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CHAPTER 7

FINDINGS


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FINDINGS

From the analysis it is found out that more than half of the customers income ranges from 25000-75000

From that analysis it is found out that around 80% of the customers know about the location of theshowroom through their friends and road view.

From that analysis it is found out that 73% of the customers are provided estimated delivery time. From that analysis it is found out that 88% of the customers feels inconvenience in parking. From that analysis it is found out that more than 90% of the customers are satisfied with the interior

of Hyundai cars.

From that analysis it is found out that nearly half of the customers expect free insurance from thedealers.

From the analysis it is found that nearly 95%of the customers are satisfied with the service providedby the showroom.


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CHAPTER 8

SUGGESTIONS


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SUGGESTIONS

The company can arrange for valet parking since 90% of the feels inconvenience inparking their car

The showrooms ventilation is poor thus the customers are not satisfied at their waitingtime

The company can give offers and schemes to attract customers since more than half ofthe customers expect free insurance and discount on the sale of car

According to surveyed respondents found that Mileage, Price, Style and the Comfort arethe most sought after features one looks at, while buying a car. on the higher side is the

fuel efficiency, the spare parts availability and maintenance costs are other features,

Which one should look into buying a car, So manufacturer has to consider these aspects

to attract and retain customers towards brand of company

The results of the survey conducted showed that customers are eager to purchase aHyundai branded cars. So the buying behavior of customers that most of the customers

purchase a car based on Mileage followed by price and maintenance of car.


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CHAPTER 9

CONCLUSION


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CONCLUSION

According to the study it is found that the customers are satisfied in interior of Hyundai cars, fuel

efficiency and maintenance and customer service of the showroom. There is a good relationship

between the customers and the showroom staff.

Thought the overall level of customer satisfaction among the customers is good, still there are

areas, which have to be considered. Such areas are identified and suggestions to improve thelevel of customer satisfaction are already cited. Thus, the organization has to sustain the present

customer satisfaction level and also to implement measure to improve it further.


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CHAPTER 10

ANNEXURE


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ANNEXURE

1. NAME :2. ADDRESS :3. CONTACT NUMBER :4. INCOME GROUP

a. 15, 000-25,000 b. 25, 000-50,000

c. 50, 000-75,000 d. Above 75,000

5. How do you come to know about this location of the Showroom?a. News paperb. Radioc. Televisiond. Friendse. Road view

6. Have you visited this Showroom Before?a. Yes b. NO

7. Is the parking sufficient?a. YES b. NO

8. Please rank the following features in order of priority while making a buyingdecision for a four wheeler?

a. Aesthetic/Lookb. Price


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c. Mileaged. Maintenancee. Company service comport

9. How do you find the interior of Hyundai?a. Very Goodb. Goodc. Satisfiedd. Not so Goode. Not satisfied

10.Have you visited other Hyundai showroom before coming to this showroom?a. YES b. NO

11.What other Brand(s) did you seriously consider before coming to this showroom?a. Fordb. Skodac. Maruthid. Hondae. Toyota

12.What do you feel great about fuel efficiency when compared to other Brandedcars in the market?

a. Very Goodb. Goodc. Satisfiedd. Not so goode. Not Satisfied

13. What do you feel great about maintenance when compared to other Branded carsin the market?

a. Very Goodb. Goodc. Satisfied


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d. Not so goode. Not Satisfied

14.Whats your opinion on the price list of Hyundai Cars?a. Expensiveb. Economyc. No idea

15.What kinds of offer do you expert from the Dealers?a. Free insuranceb. Special discount on sale of carc. Extending the service periodd. Finance availability with 0% interest

16.What more do you expert from dealer?a. Information about New Carsb. Information about Service and Mileagec.

Assistance regarding loans and Insurance

d. Understanding customer needs17.Are you satisfied with the Customer services of the Showroom?

a. Very satisfiedb. Satisfiedc. Dissatisfied

18.Suggestions


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CHAPTER 11

BIBLOGRAPHY


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BIBLOGRAPHY

Marketing Management-Ian Andrew, 11thedition, 2004.Mount Hill Publications.

Research Methodology - C.R. Kothari, 2ndedition, Re print Edition 2000.Vishws Prakashan Publications, New Delhi.

Market Research - Mario van Hamersveld, 9

th

edition, Re print Edition2003.

WEB SITES :

www.google.com

www.hyundai.com

www.dschyundai.co.in
http://www.google.com/http://www.hyundai.com/http://www.dschyundai.co.in/http://www.dschyundai.co.in/http://www.dschyundai.co.in/http://www.hyundai.com/http://www.google.com/


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customer pref proj

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