hyundai project

INTRODUCTION

CUSTOMER SATISFACTION

Project work has to be done for ‘Chandra Hyundai’, Sales and Service

dealer. Hyundai passenger car vehicles, plays a very vital rule for retaining.

The customers so the research work has been contracted to identify the “A

Study on Customer Satisfaction towards Hyundai Cars in Coimbatore

City” from this research we can able to identify the relationship between the

customers and company.

The customer satisfaction means customers fulfillment desire needs, the

marketing concepts is a management orientation in generating customer

satisfaction and long run consumer and public welfare as they key to satisfying

organizational goal and responsibilities.

DEFINITION

According got “Philip Kolter” satisfaction is person feeling of pleasure

in disappointment resulting from comparing a products perceived performance

in relation to his or her expectant.

A company would be vise to measure customer satisfaction regularly,

because the key to customer retention is customer satisfaction.

1

INDUSTRY PROFILE

The prosperity of a country is often by the state of its automobile sector.

A booming and prosperous automobile sector gives an impression of a buoyant

economy. In the case India, the automobile sector is a classic example of too

much government meddling. These by restricting the progress of the industry.

Even after five decades of existence, this sector has not gained the

technological competence of their foreign counterparts in world market. Now

with the increase foreign collaboration, both financial and technical and also

recognition for the need for exports. The quality of the vehicles has improved

tremendously.

Global automobile industry is booming to a great extend. In 2002, the

six leading groups .General Motors (including Isuzu), Ford (including Mazda),

Toyota, Daimler Chrysler (including Mitsubishi), Renault (including Nissan),

and Volkswagen accounted for almost 70% of the world-wide production of

58.8 mio Vehicles (2001: 56.3 mio, 2000 : 58.0 mio).

INDIAN AUTOMOBILE INDUSTRY

The automobile industry is one of the core industries in India economy,

whose prospect is reflective of the economic resilience of the economy. With

the liberalization of the economy, India has become the playground of major

global automobile majors.

2

The automobile industry in India is gradually evolving to replicate those

of developed countries. The report focuses on the trends that are emerging in

the industry across segments, namely, PASSENGER CARS / MULTI-

UTILITY VEHICLES, COMMERCIAL VEHICLES, TWO-WHEELERS

AND TRACTORS. The qualitative analysis of the various trends reveals that

the industry offers immense scope even for allied industries and those looking

on investing in the industry.

The report features a crisp look at the evolution as well as its importance

to the Indian economy. As a background, a brief perspective of the global

automobile industry across segments has been provided with the comparisons.

3

COMPANY PROFILE

The Chairman Mr.Mong-Koo Chung. Established in 1967, Hyundai

Motor Co. has grown into the Hyundai Automotive Group, which includes Kia

Motors Corp. and over two dozen auto-related subsidiaries and affiliates.

Employing nearly 50,000 people worldwide, Hyundai Motor posted US$21.94

billion in sales in 2002. Hyundai motor vehicles are sold in 166 countries

through 4,504 dealerships and showrooms.

Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of

Hyundai Motor Company. S.Korea and is the second largest and the fastest

growing car manufacturer in India. HMIL presently markets over 18 variants

of passenger cars across four models, the Santro in the B segment, the Accent

in the C segment, the Sonata in the E segment and the Terracan in the SUV

segment. The company recorded combine sales of 150, 741 units during

calendar year 2003 with both Accent & Santro emerging leaders in their

respective segments.

HIML’s fully integrated state-of-the-art manufacturing plant near

Chennai boasts some of the most advanced production, quality and testing

capabilities in the country. The Company is investing an additional US$220

Mn to expand capacity at this plant to 259,000 units a year in the line with its

recent designation as HMC’s global export for small cars and to cater to its

upcoming product launches India.

4

HMIL has sold over 500,000 cars in a record time of just over 5 years

since commencement of commercial production in September 1998 and is all

set to emerge as one of the largest exporters of passenger cars and components

out of India. HMIL was recently awarded the benchmark ISO 14001

certification for its sustainable environment management practices.

Hyundai Motor India Limited, a wholly-owned subsidiary of Hyundai

Motor Company (HMC), South Korea, was established in India in December

1997. The integrated manufacturing plant set up at an initial investment of

US$614 million is presently the larges manufacturing facility of HMC outside

Korea.

Located at Irrunattukottia, near Chennai Hyundai Motor India has

emerged as a significant driver of the region’s economy by helping co-develop

one of India’s largest automotive manufacturing zones supported by over 25

Indo-Korean joint-venture partners and original equipment vendors, jointly

employing over 10,000 people.

The company’s maiden launch, Santro, made marketing history by

becoming one of India’s best selling compact cars and catapulted Hyundai to

the position of India’s second larges carmaker in just six months. The winter

of the C Business Standard Motoring “Car of the year 1999” and rated the

“Best Small Car” in the JD Power Asia Pacific Initial Quality and Santro

continues to be India’s most preferred and recommended compact car.

Launched in 1999, Accent has also stood its ground against some of the best

5

known global brands to emerge as a leader in the Indian mid-size cars segment.

Offering one of the most extensive and technologically advanced product line-

ups in the segment, Accent has topped the JD power customer satisfaction

study and the segment sales for two years in a row.

Sonata launched in 2001, showcased Hyundai Motor India’s capability

to produce high-end luxury automobiles. The flagship of the Hyundai stable in

India, currently has a market share of near 26 percent. After the success of all

its here brands in India, Hyundai has recently launched its flagship bearer

model, the Terracan, in India.

The levels of over 90 percent and the capability to produce world class

automobiles HMI has emerged as the second largest exporter of passenger

cares with the cumulative exports crossing the 50,000 units landmark since

HMI started exporting cars in December 1999. This year is all set to

commence its exports to the demanding global markets of North America and

thus establish HMIL as the global export hub for the compact Santro segment

of cars.

HMIL’s fully integrated state-of the-art manufacturing plant near

Chennai boasts some of the most advanced production, quality and testing

capabilities in the country. HMIL has sold over 500,000 cars in a record time

of just over 5 years since commencement of commercial production in

September 1998.

6

Backed by an over 300-location strong countrywide sales and services

network, the company crossed the 1,00,000 units mark in annual sales during

2002 and sold a cumulative 3,50,000 cars in a record time of 50 months since

commencement of commercial production in October 1998 and 5,00,000 units

in December 2003.

The company is investing an additional US$ 220 Mn to expand capacity

at this plant to 250,000 units a year in line with its recent designation as

HMC’S global export hub for small cars and to cater to its upcoming product

launches India.

ENVIRONMENT

Hyundai is committed to making vehicles that make the world a better

place to live in. From design stage to production, all processes are

concentrated on making cars that pollute a lot less and exceed global

benchmarks.

Living up to its commitment of providing global standards of quality

and process management in India, Hyundai had put in place an Environment

Management System (EMS) at its manufacturing plant in Chennai right from

its project stage.

7

RESEARCH AND DEVELOPMENT

Hyundai has one of the most advanced research and development

facilities that focus on state of the art product and design engineering and

rigorous quality enhancement. Hyundai and Kia together have R&D centrers

in the Ulsan, Korea. The Hyundai Motor Group has recently dedicated an

annual R&D spend of colose to US$ 2 Billion up from US$ 1.2 Billion to

enhance its thrust on new product development and achieve global quality

benchmarks by year 2005.

The R&D team focuses on the development of new products and

technologies that include interior and exterior design changes, development of

new generation engines and alternate fuel systems, concept vehicles and

advance passenger safety and comfort systems, in line with evolving customer

preferences across the globe. Recent successes of the team include the

development of the Hyundai patented Common Rail Direct Injection (CRDi)

engine in associate with Detroit Diesel.

Some of the ongoing project that the Hyundai R&D team is involved in

include the development of the “World Engine” in association with Daimler

Chrysler and Mitsubishi and the development of Automotive Telemetric in

association with IBM.

8

SOCIAL RESPONSIBILITY

Hyundai, as a responsible corporate citizen is committed to sustainable

social development and the preservation of the environment. All the

company’s key manufacturing units, including the Indian plant have the ISO

14001 certification for its environment management practices. As a part of its

social responsibility programs, the company conducts various campaigns to

spread awareness o in car safety and safe driving practices, particularly targeted

against drunken driving, speeding, etc.

HYUNDAI VISSION

To become one of the top five Global Auto Maker.

To improvement Business probability.

Hyundai Motors Company has providing finished the Customers Service

up to date.

New Technology.

Economical.

HYUNDAI MOTOR FINANCE

Hyundai Assurance

Hyundai Exchange

Authorized Service Centre

Emergency Road Service

This source this site www.intecos.com / automobile.htm

9

http://www.intecos.com/

The Achieve is the mantra of every individual working in this Rs.4800

acre company situated in a sprawling 550 acre facility located in Tamil Nadu.

HMI houses state of the art production techniques and has a work force of more

than 2700 employees. HMI is a wholly owned subsidiary of Hyundai Motor

Corporation – Korea, which is $ 15 billion strong company. Hyundai brings

with itself the latest in Technology, quality and People practices ensuring in

providing the right sync to produce the best cars by bringing out the best in

people.

Hyundai has achieved records exports of Rs.1000 crores in between

January 2004, with Santro Xing becoming a hit in Western Eroupe, North

America, South America, Russia, South Africa, we take pride in making the

“Made in India” shine around the world.

-Sources-

Economic Times

(News Paper, September 2, 2004)

10

PRODUCT PROFILE

S.NO PRODUCTS LAUNCHED

1 SANTRO SEPTEMBER 1998

2 ACCENT OCTOBER 1999

3 SONATA SEPTEMBER 2001

4 ELANTRA MAY 2004

5 TERRACAN SEPTEMBER 2003

6 GETZ SEPTEMBER 2004

11

DEALER PROFILE

CHANDRA HYUNDAI is the Hyundai dealer for the districts of with

the coimbatore and nilgiris. The dealer was inaugurated on 23rd October 1998

and has till date sold more than 2500 car, our dedicated team has received high

appreciation, which is testimony from our valuable, our customer car care

center is well equipped finest car equipment from some of the leading names in

the world and is backed by Hyundai engineers.

We have won the national award for service excellence for the year

1999. We have also won the award for excellence for maximum customer

delight for south region for 2001.

The dealership has opened dealer service branches at Pollachi, Ooty and

Tirupur for the convenience of customers. We have a full fledged sales team

comprising of sixteen members with executives stationed at Tirupur pollachi

and Ooty to provide on the spot service to customer from these areas. All the

executive have been specially trained by Hyundai to provide any information

that the customers may require regarding our product. We have 24 Hours

mobile service at all our service branches to provide immediate support to our

customer at any time of the day.

12

At the world of automobile today remove to great extant around auto

finance, we have set up an in house department of financial service to ensure

that a customer who walks into our showroom leaves after finalizing both the

sales and the finance.

We also have a special customer care department to attend to the needs

and suggestions of customer as we at Chandra Hyundai are committed to give

better service to all our customer and firmly believe in bring to the door step of

customer.

The managing partner, Mrs. R.Nandini leads the terms of dynamic sales

and committed service personnel.

13

AT SHOW ROOM FACILITY

Excellent finance schemes.

Special corporate packages.

Fabulous exchange, offer,

Huge range of genuine Hyundai accessories.

Easy availability of all models and colour.

AT THE WORKS SHOPS FACILITY

Italian paint booth.

High scan machines.

Hyundai trained staff.

Ready available spares.

Latest computerized equipments.

14

CHANDRA GROUPS

The Chandra group is enlarged various business, like Automobile and

Yarn, Fabric, Cellular, Fibre and so on. I am doing project in Chandra

Hyundai.

CHANDRA GROUPS

Chandra automobile

Hyundai Honda Yarn Fabric Cellular Fiber

16

OBJECTIVES OF THE STUDY

Primary objectives

The customer satisfaction about Chandra Hyundai car.

Secondary objectives

The Reason for purchase in Hyundai Car.

To know about the product.

Customer opinion of Chandra Hyundai.

The identify the quality of workman ship

17

SCOPE OF THE STUDY

The perception of service marketing gives emphasis and serving the

services. The best interest of the user, marketing a service is promise. It is

very difficult to a users that where and when out promise fall, building or

credibility takes more time a requires patients.

Almost all the automobiles industries offering their after sales service

through the dealers network. The quality of service the reaming of pricing

promotional strategies and the formulation of over all marketing strategies is

based on the intuited decision with the help of the sound information system, of

late marketing is considered a customer satisfaction engineering tool.

The principle offering some servicing facilities of their customer for

their satisfactions. But their dealer’s are the real server to the customer.

Servicing require strategic planning on-ordination and direction.

18

RESEARCH METHODOLOGY

RESEARCH DEFINITION

Research may defined as the systematic analysis and recoding of

controlled observation that may lead to the development of principles or

theories-John. W. Best.

NATURE OF DATA COLLECTION

The data are collected through Primary & Secondary Data.

Primary Data

The primary data are those, which are collected as for First time and

they are to be original in Character.

Secondary Data

Secondary data are those have already been collected by some one else

and which has undergone the research process. Secondary data was collected

through existing records, discussions with marketing staffs magazines.

Method of Data Collection

Data collection was done through the questionnaire. This was done with

a view to get first hand information with respondent. For the present study

primary data was collected through the questionnaire. Direct interview is the

instrument used to collect the data. Questionnaire is the tool used to collect the

data.

19

Sampling size

Sampling and consists of 225 customers of Chandra Hyundai,

Coimbatore City.

Tools of Data analysis

The data collected through questionnaire or stored analyzed using

appropriate statistical technique.

The tools use to study includes

Simple percentage analysis

Chi-square test

Formula

(O-E)2

Chi-square (X2) = ∑ ----------- E

Degrees of freedom = (R-1) (C-1)

Where

O = Observed Frequency

E = Expected Frequency

C = No. of Columns

R = No. of Rows

20

LIMITATIONS OF THE STUDY

The research is only customer point of view.

The research study is limited to Coimbatore city only.

The research only a limited number of sample sizes 225.

The study is pertain to Santro, Accent, Elantra

21

DATA ANALYSIS AND INTERPRETATION

In this research study, the data collected from 225 customer are analysed

and interpreted using the following and techniques.

Analysis

Analysis is the process of placing the data in an ordered from combining

them with the existing information and extracting meaning from them.

Interpretation

Interpretation is the process of relating various hits of new information

to other existing information.

Percentage Method

Percentage refers to a kinds of ratio, percentage are used in making

comparison between two or more series data, percentage are used to describe

relationship percentage can also be used to compare the relative term,

distribution of two or more series of data.

22

Primary Objective

The customer satisfaction about Chandra Hyundai

The following factors are determine the customer satisfaction

Delivery of Car at the promised time.

Availability of spare parts.

Contacting customer after service.

Reliability and Trust worthiness of dealer work shop.

Emergency road service.

23

TABLE NO.1

DELIVERY OF CAR AT THE PROMISED TIME

Opinion No. of Respondents %

Excellent 47 20.9

Very good 98 43.6

Good 72 32.0

Not so good 8 3.6

Total 225 100.0

Source: Primary data.

Inference

From the above table, it has been inferred that 43.6% respondents are

said that the delivery of car at the promised time is very good followed by 32%

of the respondents are said that the delivery of car at the promised time is good,

20.9% of the respondents are said that the delivery of car at the promised time

is excellent and 3.6% of the respondents are said that the delivery of car at the

promised time is not so good.

From the above analysis, it is clear that most (43.6%) of the respondents

are said that the delivery of car at the promised time is very good.

24

TABLE NO.2

AVAILABILITY OF SPARE PARTS


Excellent 71 31.6

Very good 89 39.6

Good 61 27.1

Not so good 4 1.8

Total 225 100.0


Inference

From the above table, it has been inferred that 39.6% respondents tells

availability of spare parts is very good followed by 31.6% of the respondents

are said that the delivery of car at the promised time is good, 27.1% of the

respondents are said that the delivery of car at the promised time is excellent

and 1.8% of the respondents tells availability of spare parts is not so good.


are tells availability of spare parts is very good.

26

TABLE NO.3

CONTACTING CUSTOMERS AFTER SERVICE


Excellent 40 17.8

Very good 85 37.8

Good 90 40.0

Not so good 10 4.4

Total 225 100.0


Inference

From the above table, it has been inferred that 40% respondents are

contacting customers after service is good followed by 37.8% of the

respondents are contacting customers after service is Very good, 17.8% of the

respondents are contacting customers after service is excellent and 4.4% of the

respondents are contacting customers after service is not so good.


are contacting customers after service is good.

28

TABLE NO.4

RELIABILITY AND TRUSTWORTHINESS OF DEALER WORKSHOP


Excellent 33 14.7

Very good 88 39.1

Good 97 43.1

Not so good 7 3.1

Total 225 100.0


Inference


said that the good reliability and trustworthiness of dealer workshop followed

by 39.1% of the respondents are said that the very good reliability and

trustworthiness of dealer workshop, 14.7% of the respondents are said that the

excellent reliability and trustworthiness of dealer workshop and 3.1% of the

respondents are said that the not so good reliability and trustworthiness of

dealer workshop.


are said that the good reliability and trustworthiness of dealer workshop.

30

TABLE NO.5

EMERGENCY ROAD SERVICE


Excellent 81 36.0

Very good 77 34.2

Good 60 26.7

Not so good 7 3.1

Total 225 100.0


Inference

From the above table, it has been inferred that 36% respondents tells

excellent service for Chandra Hyundai emergency followed by 34.2% of the

respondents tells very good service for Chandra Hyundai emergency, 26.7% of

the respondents tells good service for Chandra Hyundai emergency and 3.1%

of the respondents tells not so good service for Chandra Hyundai emergency.


tell excellent service for Chandra Hyundai emergency.

32

SECONDARY OBJECTIVE

The customer satisfaction about Chandra Hyundai car.

The following factors are determine the customer satisfaction

The reason for purchase in Hyundai Car.

To know about the product.

Customer opinion of Chandra Hyundai.

The identify the quality of workman ship.

33

TABLE NO.6

REASONS FOR PURCHASING THE VEHICLE


Vehicle model 125 55.6

Color 48 21.3

Mileage 29 12.9

Good will 19 8.4

Price 2 .9

Maintenance cost 2 .9

Total 225 100.0


Inference


said that the attract vehicle model for purchasing, 21.3% of the respondents are

said that the attract color for purchasing, 12.9% of the respondents are said that

the attract mileage for purchasing, 8.4% of the respondents are said that the

attract the vehicle is good wheel for purchasing, 0.9% of the respondents are

said that the attract price and maintenance cost for purchasing.


are knowing about the vehicle though friends.

35

TABLE NO.7

NUMBER OF VEHICLES PURCHASED

Number of Vehicles No. of Respondents %

One 116 51.6

2-3 82 36.4

Above 4 27 12.0

Total 225 100.0


Inference


purchased from Chandra Hyundai, Coimbatore only one vehicle followed by

36.4% of the respondents are purchased from Chandra Hyundai, Coimbatore 2-

3 vehicles and 12% of the respondents are purchased from Chandra Hyundai,

Coimbatore above 4 vehicles.


are purchased from Chandra Hyundai, Coimabatore.

37

TABLE NO.8

SERVICE ADVISER TO UNDERSTAND THE PROBLEM IN THE CAR


Excellent 28 12.4

Very good 91 40.4

Good 106 47.2

Not so good 0 0

Total 225 100.0


Inference


said that the service adviser availability to understand the problem in the car is

good followed by 40.4% of the respondents are said that the service adviser

availability to understand the problem in the car is very good, 12.4% of the

respondents are said that the service adviser availability to understand the

problem in the car is excellent.


are said that the service adviser availability to understand the problem in the

car is good.

39

TABLE NO.9

LABOUR COST COMPARE TO OTHER SERVICE STATION


Low 17 7.6

Optimum 26 11.6

High 182 80.9

Total 225 100.0


Inference


felt that cost of service station is high to compare the other service station

followed by 11.6% of the respondents are felt that cost of service station is

optimum to compare the other service station and 7.6% of the respondents are

felt that cost of service station is low to compare the other service station.


felt that cost of service station is high to compare the other service station.

41

TABLE NO.10

VEHICLE MODEL


Santro 129 57.3

Accent 94 41.8

Elantra 2 0.9

Total 225 100.0


Inference


having their own vehicle model is Santro followed by 41.8% of the respondents

are having their own vehicle model is Accent.


are having their own vehicle model.

43

TABLE NO.11

KNOW ABOUT THE VEHICLE

S.No Opinion No. of Respondents %

1 Family members 75 33.3

2 Friends 82 36.4

3 Relatives 35 15.6

4 Advertisement 33 14.7

5 Total 225 100.0


Inference


knowing about the vehicle through friends followed by 33.3% of the

respondents are knowing about the vehicle through family members, 15.6% of

the respondents are knowing about the vehicle through relatives and 14.7% of

the respondents are knowing about the vehicle through advertisement.


are knowing about the vehicle through friends.

45

TABLE NO.12

YOU SEEN ANY ADVERTISEMENT OF THIS VEHICLE


Yes 225 100

No 0 0

Total 225 100.0


Inference

From the above table, it has been inferred that 100% of the respondents

are seeing the advertisement.

47

TABLE NO.13

MEDIA

Media No. of Respondents %

Newspaper 81 36.0

Television 72 32.0

Magazine 65 28.9

Outdoor 7 3.1

Total 225 100.0


Inference

From the above table, it has been inferred that 36% respondents are

known about the vehicle through news paper followed by 32% of the

respondents are known about the vehicle through television, 28.9% of the

respondents are known about the vehicle through magazine and 3.1% of the

respondents are known about the vehicle through outdoor.


are known about the vehicle through news paper.

49

TABLE NO.14

THE LOCATION OF CHANDRA HYUNDAI


Convenient 225 100.0

Inconvenient 0 0

Total 225 100.0


Inference

From the above table, it has been inferred that all 100.0% of the

respondents said that the location of Chandra Hyundai is convenient and no one

said that the location of Chandra Hyundai is inconvenient.

From the above analysis, it is clear that most (100.0%) of the

respondents said that the location of Chandra Hyundai is convenient.

51

TABLE NO.15

FREE SERVICE


Excellent 62 27.6

Very good 66 29.3

Good 97 43.1

Not so good 0 0

Total 225 100.0


Inference


said that the good free service followed by 29.3% of the respondents are said

that the very good free service and 27.6% of the respondents are said that the

excellent free service.


said that the good free service.

53

TABLE NO.16

WARRANTY SERVICE


Excellent 63 28.0

Very good 55 24.4

Good 107 47.6

Not so good 0 0

Total 225 100.0


Inference

From the above table, it has been inferred that 47.6% respondents felt

that the warranty service is good followed by 28% of the respondents are felt

that the warranty service is excellent and 24.4% of the respondents are said that

the good free service is very good..


felt that the warranty service is good.

55

TABLE NO.17

BREAKDOWN SERVICE


Excellent 62 27.6

Very good 66 29.3

Good 94 41.8

Not so good 3 1.3

Total 225 100.0


Inference


felt that the breakdown service is good followed by 29.3% of the respondents

are felt that the breakdown service is very good 27.6% of the respondents are

felt that the breakdown service is excellent and 1.3% of the respondents are felt

that the breakdown service is not so good.


felt that the breakdown service is good.

57

TABLE NO.18

THE ESTIMATION COST FOR THE PREPARING WORK


Excellent 34 15.1

Very good 76 33.8

Good 112 49.8

Not so good 3 1.3

Total 225 100.0


Inference


said that the estimation cost for the preparing work is good followed by 33.8%

of the respondents are said that the estimation cost for the preparing work is

very good, 15.1% of the respondents are said that the estimation cost for the

preparing work is excellent and 1.3% of the respondents are said that the

estimation cost for the preparing work is not so good.


said that the estimation cost for the preparing work is good.

59

TABLE NO.19

CUSTOMER’S CARE FOR SERVICE AND REPAIRS AS PER

CUSTOMER CONVENIENCE


Excellent 59 26.2

Very good 105 46.7

Good 58 25.8

Not so good 3 1.3

Total 225 100.0


Inference


said that the very good service and repairs followed by 26.2% of the

respondents are felt that the Excellent service and repairs, 25.8% of the

respondents are felt that the good service and repairs, 1.3% of the respondents

are felt that the no so sad service and repairs.


are felt that the very good service and repairs.

61

TABLE NO.20

PROPER HANDLING OF CUSTOMER AT FRONT OFFICE &

RECEPTION


Excellent 47 20.9

Very good 82 36.4

Good 83 36.9

Not so good 13 5.8

Total 225 100.0


Inference

From the above table, it has been inferred that 36.9% respondents felt

that the proper handling of customer at front office & reception is good

followed by 36.4% of the respondents felt that the proper handling of customer

at front office and reception is very good, 20.9% of the respondents felt that the

proper handling of customer at front office and reception is excellent and 5.8%

of the respondents felt that the proper handling of customer at front office and

reception is no so good.


are felt that the proper handling of customer at front office & reception is good.

63

TABLE NO.21

QUALITY OF WORKMANSHIP


Excellent 38 16.9

Very good 104 46.2

Good 79 35.1

Not so good 4 1.8

Total 225 100.0


Inference


opined that the quality of workmanship is very good followed by 35.1% of the

respondents are opined that the quality of workmanship is good, 16.9% of the

respondents are opined that the quality of workmanship is excellent and 1.8%

of the respondents are opined that the quality of workmanship is not so good.


are opined that the quality of workmanship is very good.

65

TABLE NO.22

AVAILABILITY OF WORKSHOP TO FIX PROBLEM ON FIRST

VISIT


Excellent 26 11.6

Very good 91 40.4

Good 100 44.4

Not so good 8 3.6

Total 225 100.0


Inference


said that the availability of workshop to fix problem on first visit is food

followed by 40.4% of the respondents are said that the availability of workshop

to fix problem on first visit is very good, 11.6% of the respondents are said that

the availability of workshop to fix problem on first visit is excellent and 3.6%

of the respondents are said that the availability of workshop to fix problem on

first visit is not so good.


are said that the availability of workshop to fix problem on first visit is good.

67

CHI-SQUARE ANALYSIS

TABLE NO. 1

AGE AND OWNING VEHICLE MODEL

Age Vehicle Model Total

Santro Accent Elantra

Below 30 27 21 0 48

30-40 48 27 0 75

40-50 30 29 0 59

50-60 15 9 0 24

Above 60 9 8 2 19

Total 129 94 2 225

Null Hypothesis (H0) : There is no significant relationship between

age and owning vehicle model.

Alternative Hypothesis (H1): There is close significant relationship

between age and owning vehicle model.

Chi-square Test

Calculated 2 value = 24.667

Degree of freedom = 8

Table value = 15.507

Significant level = Significant at 5% level

69

Inference

From the above analysis, we find that, calculated value greater than the

table value, ie., null hypothesis rejected. So, there is close significant

relationship between age and owning vehicle model.

70

TABLE NO. 2

OWNING VEHICLE MODEL AND SERVICE ADVISOR TO UNDERSTAND

THE PROBLEM

Owning

vehicle model

Service Advisor To understand the problem

TotalExcellent Very good Good

Not so

Good

Santro 14 42 73 0 129

Accent 14 49 31 0 94

Sonata 0 0 2 0 2

Total 28 91 106 0 225


age and owning vehicle model and service

advisor availability to understand the

problem.


between owing vehicle model and service

advisor availability to understand the

problem.

Chi-square Test





71

Inference



relationship between owning vehicle model and service advisor availability to

understand the problem.

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TABLE NO. 3

RELIABILITY AND TRUSTWORTHINESS OF DEALER WORKSHOP

AND KEEP THE COMMITMENTS AND PROMISES

Reliability and

Trust

worthiness of

the company

Commitments and Promises

TotalExcellent Very good Good Not so Good

Excellent 8 15 10 0 33

Very good 16 29 43 0 88

Good 9 54 34 0 97

Not so Good 0 1 4 2 7

Total 33 99 91 2 225


the reliability and trustworthiness of the

company and commitments and promises of

Chandra Hyundai Company.


between reliability and trustworthiness of the

company and promises of Chandra Hyundai

Company.

73

Chi-square Test





Inference



relationship between the reliability and trustworthiness of the company and

commitments and promises of Chandra Hyundai Company.

74

TABLE NO. 4

NUMBER OF FAMILY MEMBERS AND OWNING VEHICLE MODEL

Number of

Family

Members

Owning Vehicle Model

TotalSantro Accent Elantra

Single 11 8 0 19

Two to four 71 47 2 120

Five to Seven 36 26 0 62

Above seven 11 13 0 24

Total 129 94 2 225


the number of family members and owning

vehicle model.


number of family members and owning

vehicle model.

75

Chi-square Test




Significant level = Not Significant at 5% level

Inference

From the above analysis, we find that, calculated value less that the table

value, ie., null hypothesis accepted. So, there is no significant relationship

between the Number of family members and owning vehicle model.

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FINDINGS

From the analysis we found that (57.3%) of the respondents are using

Santro cars.

36.4% of the respondents to aware of the vehicles through friends.

36.9% of the respondents accept the company maintain their front office

and reception is very good.

55.6% of the respondent are said that the attract vehicle model for

purchasing reason.

43.6% of the respondent are said that the delivery of car at the promised

time is very good.

36.0% of the respondents are seeing the advertisement of this vehicle in

newspaper.

80.9% of the respondents are felt that cost of service station is should be

high, compare to other service stations.

34.2% of the respondents accept the service adviser performance

satisfied.

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SUGGESTIONS

The respondent is felt that service cost is very high to compare other

service station. So reduce the cost of service.

To delivery the car is very prompt time to the cars because many

respondents opinion about the service time is very long period.

To keep on touch with the customer in every two month or three months

and maintain customer relationship.

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CONCLUSION

The specialized policy of privatization in car companies create a healthy

competition and better services provided to the customers’. When compared to

the other company service Chandra Hyundai gives better service, maintain their

customer service, etc.

Any way the company have service cost is high and also the company

can not concentrate their customers after sales. So, the company maintain the

customers. It is only the maintain the customer satisfaction and increase the

further sales. And the company concentrate mostly upper level of the society.

So, middle and low level of customer may took service from local service

stations. Hence, the company should concentrate the customer and maintain

their image.

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A STUDY ON CONSUMER SATISFACTION TOWARDS

HYUNDAI CARS IN COIMBATORE CITY

1. Name :

Address :

2. Age

Below 30 ( ) 31 – 40 ( ) 41 – 50 ( )

51 – 60 ( ) Above 60 ( )

3. No. of members in your family

Single ( ) Two to Four ( )

Five to Seven( ) Eight and above ( )

4. Monthly income of your family

Below 15,000 ( ) 15,001 – 25,000 ( )

25,001 – 35,000 ( ) 35,001 and above ( )

5. Which model vehicle do you own

Maruti 600 ( ) OMNI ( ) Zen ( )

Esteem WAGIDNR ( ) AUTO ( ) SWISH ( )

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6. Which colour do you have

Superior White ( ) Ebony Black ( ) Suave Blue ( )

Satin Grey ( ) Bright Silver ( ) Majestic Laven ( )

7. How did you come to know about this vehicle

Family members ( ) Friends ( ) Relatives ( )

Advertisement ( )

8. Reasons for purchasing this vehicle

Vehicle model ( ) Colour ( ) Mileage ( )

Good will ( ) Price ( ) Maintenance cost ( )

9. How many vehicles purchased from Chandra Hyundai Coimbatore

One ( ) 2 to 3 ( ) Above 4 ( )

10. How long are you using it

Below 1 year ( ) 1 to years ( ) 2 to 4 years ( )

4 to 6 years ( ) 6 and above ( )

11. Availability and willingness of workshop to take customer’s car for

service and repairs as per customer convenience.

Excellent ( ) Very good ( ) Good ( ) Not so good ( )

12. Proper handling of customer at Front Office & Reception

Excellent ( ) Very good ( ) Good ( )

Not so good ( )

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13. Promptness and courtesy of the Services Adviser

Excellent ( ) Very good ( ) Good ( ) Not so good ( )

14. Quality of workmanship


Not so good ( )

15. Availability of worship to fix problem on first visit


Not so good ( )

16. Time taken for service


Not so good ( )

17. Delivery of Car


Not so good ( )

18. Availability of Spare Parts


Not so good ( )

19. Contacting Customers after service


Not so good ( )

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20. Reliability and Trustworthiness of dealer workshop


Not so good ( )

21. Service Adviser availability to understand the problem in the car


Not so good ( )

22. Have you seen my advertisement of this vehicle

Yes ( ) No ( )

23. If through which media

News Paper ( ) Television ( ) Magazine ( )

Outdoor ( )

24. The location of Chandra Hyundai

Convenient ( ) Inconvenient ( )

25. Labour cost for servicing when comparing other service station

Low ( ) Optimum ( ) High ( )

26. What is your level of satisfaction towards following service

S.No Service

Satisfaction

Excellent Very good Good Not so good

1 Free Service

2 Warranty Service

3 Breakdown Service

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27. The effectiveness of Chandra Hyundai to keep its commitments and

promises is


Not so good ( )

28. When you leave vehicle the estimation cost for preparing work is


Not so good ( )

29. Your opinion of Chandra Hyundai emergency road service


Not so good ( )

30. Do you have any suggestion for improvement at Chandra Hyundai

Yes ( ) No ( )

If yes please specify______________________________________

_______________________________________________________

THANKING YOU

84

BIBLIOGRAPHY

BOOKS

1. Marketing Management (Eleventh edition - Philip Kotler

2. Marketing Research (Pearson Edition) - Naresh

K.Malhotra

3. Research Methodology Methods and Techniques - C.R.Kothari

News paper

1. Economic times - September 2, 2004.

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hyundai project

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