INDEX

S. No. Particulars Page No.

1 Introduction 2
2 Industry Profile/ Company Profile 11
3 Introduction To Customer Satisfaction 18
4 Customer Satisfaction Regarding Hyundai Motors 24
5 30
Objectives Of The Study
6 32
Research Methodology
7 Data Analysis & Interpretation 35
8 Conclusion 50
9 Suggestions 52
10 Limitation 56
11 Bibliography 61

1
 CHAPTER-1

INTRODUCTION TO AUTOMOBILE
INDUSTORY

2
Automobile Industry History

In the year 1769, a French engineer by the name of Nicolas J. Cugnot invented the first
automobile to run on roads. This automobile, in fact, was a self-powered, three-wheeled,
military tractor that made the use of a steam engine. The range of the automobile,
however, was very brief and at the most, it could only run at a stretch for fifteen minutes.
In addition, these automobiles were not fit for the roads as the steam engines made them
very heavy and large, and required ample starting time. Oliver Evans was the first to
design a steam engine driven automobileintheU.S.

A Scotsman, Robert Anderson, was the first to invent an electric carriage between 1832
and 1839. However, Thomas Davenport of the U.S.A. and Scotsman Robert Davidson
were amongst the first to invent more applicable automobiles, making use of non-
rechargeable electric batteries in 1842. Development of roads made travelling
comfortable and as a result, the short ranged, electric battery driven automobiles were no
more the best option for travelling over longer distances.

The Automobile Industry finally came of age with Henry Ford in 1914 for the bulk
production of cars. This lead to the development of the industry and it first begun in the
assembly lines of his car factory. The several methods adopted by Ford, made the new
invention (that is, the car) popular amongst the rich as well as the masses.

According the History of Automobile Industry US, dominated the automobile markets
around the globe with no notable competitors. However, after the end of the Second
World War in 1945, the Automobile Industry of other technologically advanced nations
such as Japan and certain European nations gained momentum and within a very short
period, beginning in the early 1980s, the U.S Automobile Industry was flooded with
foreign automobile companies, especially those of Japan and Germany.
The current trends of the Global Automobile Industry reveal that in the developed
countries the Automobile Industries are stagnating as a result of the drooping car markets,
whereas the Automobile Industry in the developing nations, such as, India and Brazil,
have been consistently registering higher growth rates every passing year for their
flourishing domestic automobile markets.

3
Those who are interested in gathering more information about the Automobile Industry
may browse through the following links
 World Automobile Industry
 Automobile Industry Trends
 India Automobile Market
 India Automobile Industry

The World Automobile Industry is turned to the developing markets.

With the developed markets almost saturated, the World Automobile Industry is now
focused on the developing markets of South America and Asia, and Eastern Europe with
special emphasis on BRIC (Brazil, Russia, India, and China).

As per the reports of the International Organization of Motor Vehicle Manufacturers or

OICA(the association of the companies involved in World Automobile Industry), for the
fiscal end in 2006, the automobile manufacturers in the U.S. have been overtaken by
those in Japan, in terms of the total volume of automobile units manufactured worldwide.

However, the struggling General Motors of the U.S. still remain the worldwide leaders of
the World Automobile Industry, ahead of the rapidly growing Toyota Motor Corporation
of Japan, by a substantial margin.

Measures to be adopted by global leaders of the World Automobile Industry.

Several significant economic measures are being considered by the major players of the
World Automobile Industry in order to make a smooth entry into the markets of the
developing countries, and to make a name for themselves. The effective measures
include:
 Reducing the selling prices of the automobiles manufactured in their factories
 Improving the levels of after-sales services to keep customers satisfied
 Opening manufacturing factories in the developing nations, to reduce effective
costs of production as well as saving shipping charges, and enhancing prompt
delivery of automobile units.

Automobile Industry Trends

4
In keeping with the Automobile Industry Trends, the leading automobile manufacturers
are turning to the Asian markets that appear set to grow immensely over the next decade.
The automobile markets in the U.S., Europe and the Japan have almost matured as a
result of saturation and appear set to decline through the next decade. In contrast, the
automobile markets spread over the entire Asian continent (with the exception of Japan),
are constantly increasing in size and will be the destination for most of the globally
leading automobile manufacturers.

The Automobile Industry Trends reveal that the emerging markets of the developing
nations of Asia especially China, and India are backed by their huge population growth
rate, to add to the growing national economy of these two nations.
The rapid growth of the national economy of the BRIC countries (including Brazil,
Russia, India, and China) has enabled a growing section of the population of these
countries to purchase automobiles. Global surveys conducted recently reveal that within
the next ten years, these emerging automobile markets will account for nearly a
whooping 90 percent of the global automobile sales growth. As a result of this, leading
Automobile manufacturers of the world are setting up factories in the emerging markets,
in order to serve the potential consumers better as well as reduce manufacturing and
shipping costs. In addition, these arrangements are enabling the leading global
automobile manufacturers to compete with the local automobile manufacturers that were
flourishing in the absence of quality competition.

The prosperity of the national economy is reflected in the rising per capita income of the
developing nations. Therefore, increasing Gross Domestic Product and per capita income
have raised the purchasing ability of the population that constitutes these emerging
markets

As a growing percentage of the population in the developed nations age rapidly, in

comparison to the rest of the world, these aging numbers necessitate automobiles to fit
the physiological change of the world population.

The Emerging India Automobile Market.

5
The India Automobile Market is a promising industrial sector that is growing immensely
every passing year. The passenger cars are referred to, through the use of the word
"automobile." The whooping growth experienced by the Indian Automobile Market in the
last financial year itself that is the financial year end in February, 2007 was very close to
a 18 percent over the previous fiscal. This statistical fact is a glittering example of the
potential of the growing Automobile Industry in India.

As per the survey conducted by the Society of Indian Automobile Manufacturers, the
total number of automobiles manufactured by the Automobile Industry in India,
throughout the financial year 2011-12, was very close to the 25.5 lakh (2.5 million)
margin. The huge of number of automobiles manufactured by the Automobile Industry
in India was an enormous growth upon the number of automobiles manufactured during
the previous fiscal that ended in 2006.

The total number of cars that were exported from India were very close to the 2.0 lakh
(2.0 hundred thousand) margin, an encouraging sign for the Automobile Industry in
India. The export of cars manufactured in India comprised nearly 13 percent of the total
number of cars manufactured domestically by the Automobile Industry in India.

The India Automobile Market looks set to prosper, largely due to the growing market for
automobiles that is developing in India. In the financial year that ended in February,
2004, the Indian automobile markets were the fastest growing in the world, with the
registered growth rate touching nearly 20 percent.
The Automobile Industry in India mainly comprises of the small car section, which
enjoys nearly a 2/3rd market share of the entire market for automobiles in India. In this
respect, the Indian markets are the largest in the world for small cars, behind Japan.

The Indian passenger car market which ranks amongst the largest in the world, is poised
to become even more larger and enter the top five passenger car markets in the world in
the next decade.

India Automobile Industry

6
Following India's growing openness, the arrival of new and existing models, easy
availability of finance at relatively low rate of interest and price discounts offered by the
dealers and manufacturers all have stirred the demand for vehicles and a strong growth of
the Indian automobile industry.

The data obtained from ministry of commerce and industry, shows high growth obtained
since 2001- 02 in automobile production continuing in the first three quarters of the 2004-
05. Annual growth was 16.0 per cent in April-December, 2004; the growth rate in 2003-
04 was 15.1 per cent the automobile industry grew at a compound annual growth rate
(CAGR) of 22 per cent between 1992 and 1997.

With investment exceeding Rs. 50,000 crore, the turnover of the automobile industry
exceeded Rs. 59,518 crore in 2002-03. Including turnover of the auto-component sector,
the automotive industry's turnover, which was above Rs. 84,000 crore in 2002-03, is
estimated to have exceeded Rs.1,00,000 crore ( USD 22. 74 billion) in 2003-04.

Automobile Dealers Network in India

In terms of Car dealer networks and authorized service stations, Maruti leads the pack
with Dealer networks and workshops across the country. The other leading automobile
manufactures are also trying to cope up and are opening their service stations and dealer
workshops in all the metros and major cities of the country. Dealers offer varying kind of
discount of finances who in tern pass it on to the customers in the form of reduced
interest rates.

Major Manufacturers in Automobile Industry

 Maruti Udyog Ltd.
7
  General Motors India
 Ford India Ltd.
 Eicher Motors
 Bajaj Auto
 Daewoo Motors India
 Hero Motors
 Hindustan Motors
 Hyundai Motor India Ltd.
 Royal Enfield Motors
 Telco
 TVS Motors
 DC Designs
 Swaraj Mazda Ltd

Government has liberalized the norms for foreign investment and import of technology
and that appears to have benefited the automobile sector. The production of total vehicles
increased from 4.2 million in 1998- 99 to 7.3 million in 2003-04. It is likely that the
production of such vehicles will exceed 10 million in the next couple of years.

The industry has adopted the global standards and this was manifested in the increasing
exports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exports
registered robust growth rates of well over 50 per cent in 2002-03 and 2003-04 each to
exceed two and- a-half times the export figure for 2001-02.

Automobile Export Numbers

8
 Category 1998-99 2004-05 (Apr-Dec)
Passenger Car 25468 121478
Multi Utility Vehicles 2654 3892
Commercial Vehicles 10108 19931
Two Wheelers 100002 256765
Three Wheelers 21138 51535
Percentage Growth -16.6 32.8

THE KEY FACTORS BEHIND THIS UPSWING

Sales incentives, introduction of new models as well as variants coupled with easy
availability of low cost finance with comfortable repayment options continued to drive
demand and sales of automobiles during the first two quarters of the current year. The
risk of an increase in the interest rates, the impact of delayed monsoons on rural demand,
and increase in the costs of inputs such as steel are the key concerns for the players in the
industry.

As the players continue to introduce new models and variants, the competition may
intensify further. The ability of the players to contain costs and focus on exports will be
critical for the performance of their respective companies.

The auto component sector has also posted significant growth of 20 per cent in 2003-04,
to achieve a sales turnover of Rs.30,640 crore (US$ 6.7 billion). Further, there is a
potential for higher growth due to outsourcing activities by global automobiles giants.
Today, this sector has emerged as another sunrise sector.

EVEN GROWTH

Opposing the belief that the growth in mobile industry has catered only to the top
income-stratum of society, Growth of exports of 32.8 % in the first three quarters of
2004-05, the fastest growth in volumes has come from commercial vehicles as against
9
passenger cars.

Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 times
compared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler output
continues to dominate the volume statistics of the sector. In 2003-04, for every
passenger car turned out by the sector, there were 7 two-wheelers produced. In the two
wheeler segment, there is a greater preference for motorcycles followed by scooters,
with both production and domestic sales of motorcycles increasing at faster rates than
for scooters in the current and previous years. However, mopeds have registered low or
negative growth. Export growth rates have been high both for motorcycles and
scooters.

10
 CHAPTER-2

INTRO TO HYUNDAI MOTORS

PROFILE OF HYUNDAI
11
“Hyundai” a name to be reckoned in the World Automobile industry is Korea’s number
one automaker. Hyundai has established an enviable record for growth both in
quantitative and qualitative terms transforming itself from a domestically oriented
manufacture into a global player and leading contributor to Korea’s economic and
industrial development. Hyundai Motor Company is steadily accelerating to achieve the
status of world-class automobile company.

In December 1967, Hyundai Motor Company (HMC) was born out of the Hyundai
Business group, the nation’s largest conglomerate with the purpose of entering the
automobile industry to meet the growing domestic demand for cars. Since then, HMC has
played a major role in providing transportation to further Korea’s economics growth and
prosperity.

Entry of Hyundai Motor Company in the Indian Market.

Hyundai established its presence in India by opening a subsidiary called “Hyundai Motor
India Limited” with a total investment of US$ 614 Millions. The Hyundai project is the
largest to be made by an MNC in the automobile sector. The plant near Chennai, in the
state of Tamil Nadu is the largest manufacturing plant of Hyundai motors outside Korea
and contains nearly all facilities necessary for a self sufficient manufacturing and
production site for developing cars. This assembly plant not only boasts it sown assembly
facilities but also a R&D center, a performance experimenting and testing center, and a
driving testing ground. As such, the India plant represents a family-type combined
automobile assembly facility, capable of all production processes, research and
development, testing of products, marketing for sales and provision of after sale service
in India.

In 1997, Hyundai Motor India limited launched “Santro” the best small car at its
worldwide debut in New Delhi. Santro is basically a face lifted version of the “Atos”.
Santro was introduced in three different models having varying features. Santro was a

12
runaway success in the India market and became famous as the Tall Boy car. It topped
the volumes year after year in its segment.

Products rolling out of Hyundai Motor India Ltd.

The products that come out of the Hyundai Motor’s desk are

1. Santro Zing
2. Accent
3. i20
4. Sonata
5. i10 (kappa 1.2)
6. Getz

Santro Zing is a small segment car, with four different versions, and is priced between
3.38 Lakhs to 4.32 Lakhs. The four versions are named.

1. Santro Zing XE
2. Santro Zing XT
3. Santro Zing XG
4. Santro Zing XS

Accent is medium-sized car coming in six different versions, and is priced between
5.63Lakhs to 7 Lakhs. The six versions are named.

1. Accent CRDI
2. Accent GVS
3. Accent GLX
4. Accent GLS
5. Accent GPX Tornado
6. Accent VIVA 5-door petrol.

I20 is medium size car coming in three different versions, and is priced between
4.79Lakhs to 5.81Lakhs. The Three versions named

1. Magna
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 2. Asta
3. Asta(O)

Sonata is a luxury car priced between 14Lakhs to 18Lakhs.

I10 is a small car coming in the nine different versions, and is priced between 3.29Lakhs
to 5.36Lakhs. The nine versions named

1. D-Lite (1.1)
2. Era (1.1)

3. Magna

4. Magna AT

5. Sportz

6. Sportz (AT)

7. Asta

8. Asta SR

9. Asta SR (AT)

Getz is medium car coming in the seven different versions, and is priced between
3.59Lakhs to 5.48Lakhs. The Seven versions named.

1. GLE 1.1
2. GVS 1.1

3. GVS 1.1 (175 Tyre + rear spoiler)

4. GVS 1.3

5. GLS 1.3

6. GLX 1.3

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 7. GVS CRDI 1.5

Ideology and Environment at Hyundai:

A management motto at Hyundai is “Customer first, best in technology, best in quality

and best value for human beings”. Hyundai as a company is dedicated to create new
value for its customers. Hyundai Motor Company’s target is to care for the environment
and devote attention to the future of our children and their ability to inhabit a clean,
pollution managed world. Hyundai believes that they have achieved the current status as
a world-class company by faithfully enforcing seven management principles and creating
an atmosphere where by each and every member of the company is able to work for the
benefit of common future. As a result, Hyundai motor company is committed to its social
responsibilities as it fulfills its mission with dedication and strength of purpose.

Goal of Hyundai – “To build the world’s best quality cars”

15
 PROFILE OF GODAWRI MOTORS

The success story is scripted through hard work, determination and untiring efforts of the
Chairman Mr.Asheem Suri. Being an engineer who was savvy of automobiles, he started
his career with A.P. Scooters dealership and because of the dedicated performance was
allotted with Hero Honda dealership in 1987. The success of these dealerships led to the
entry into the four wheeler segment. In the year 1998 we were appointed as the first
dealer of Hyundai Motors

The Godawri Motors showroom was inaugurated by the dynamic Sri. P K Suri.
The show rooms are situated in prime locations and are one of a kind. The strength of
Hyundai technology and the dynamism of Mr.Asheem Puri have helped the Godawri
Motors scale new frontiers and exceed limits.

The flagship of Godawri Motors

Godawri Motors inaugurated in 1998 with technologically advanced service centers at
Ferozpur Road Ludhiana.

Mission
We at Godawri Motors are continuously striving to be in tune with technology, provide
products and services of the highest quality, meet the performance and price aspirations
of our customers and while doing so, maintain the highest standard of ethics and social
responsibilities.

Constantly look to improve the quality of our services and process and look for constant
development with a focus towards customer delight. To always fulfill the commitment to
the people dealing with us with a fair mind and conscience.

16
Director
Hard work heralds success, this is true in every walk of life. The success story of the
Godawri Motors is also scripted through hard work , determination and untiring efforts of
Our director and CEO Mr. Asheem Suri , is a MBA from USA and he inculcates not only
his dynamism and his entrepreneurship but also his family tradition and experience in the
Automobile Dealership business.

Inspire of his busy schedule in the service of his country, he personally oversees the
interests of his customers. Customer’s relationship is the mantra he believes and does not
compromise on any issue with regard to customer service. Mr. Asheem Suri very
modestly accords a great deal of credit for his success to his team.

Mr. Asheem Suri works on some simple but effective principles:

A humane approach to business.
A practical approach of problem solving.
Concern towards other's problems.

He has inculcated discipline, service orientation, and above all importance to customer
satisfaction to his entire staff and with this encouragement and support the staff has been
performing out of their skin to see Godawri Motors where it should be. At the top. Above
all, his leadership has earned him great respect and he has been personally responsible for
the success story.

Milestones
Service excellence award year 1999.
Outstanding vehicle sales June 2000.
Customer Satisfaction award 2004.
All India Ist Rank in SSI Non JDP Mystery Shopping 2008.
Best Performance in Accessory Sale 2009-10.

17
 CHAPTER-3

INTRODUCTION TO CUSTUMER
SATISFACTION

18
 CUSTOMER SATISFACTION

Concept Identification-

As organizations become increasingly customer focused and driven by demand, the need
to gain customer loyalty and retain their loyalty is critical. Customer satisfaction is the
most effective way to achieve customer loyalty. Customer satisfaction and customer
loyalty share many similar traits. Customer value is the customer’s perception of the ratio
of benefits to what he or she gives to obtain those benefits. The customer Value Triad is a
framework used to understand what it is that customers want. The framework consists of
three parts: (1) perceived product quality, (2) value-based pricing, and (3) perceived
service quality.

Customers are satisfied, when value meets or exceeds expectations. If their expectations
of value are not met, there is no chance of satisfying them. Figuring out what the
customers want, however, is a difficult and complex process. To be able to create and
deliver customer value is important to understand its components. On the most basic
level, value from a customer’s perspective is the ratio of benefits to the risks being taken
while buying the product.

CUSTOMER SATISFACTION

AN INSIGHT

According to Harold E Edmondson “ Customer Satisfaction” seems to appear in print

more frequently than any other catch phrase used to describe a new found magic for
industrial success. Before we proceed in to the study of the dynamics of Customer
Satisfaction it is important to know about, who a customer is and what satisfaction really
means.

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Who really is a Customer?

The question of defining who your customers are seems fairly easy particularly if you
have segmented your market properly and understand who you are trying to
satisfy. However subtlety that frequently goes undetected by many firms is that is that
customer set can be divided into two parts, the apparent customer and the user. The
apparent customer is the person or group of people who decide what product to buy and
basically have control over the purse strings. The user is a person or group who
physically uses the product or is the direct recipient of a service.

What does satisfaction really mean?

As in defining customer above, defining satisfaction also appears simple. However as

with customer there is a subtlety that needs addressing. Satisfaction by most definitions
simply means meeting the customer’s requirement.

Customer satisfaction is a concept that more and more companies are putting at the heart
of their strategy, but for this to be successful they’re needs to be clarity about, what
customer satisfaction means and what needs to happen to drive improvement. Without
this, there is a risk that customer satisfaction becomes little more than a good intention,
with confused objectives failing to address the real issues for customers, one helpful way
to look at the problem is to rephrase the objectives: set the sights on helping the
customers meet their goals.

Customer satisfaction can be defined in many different ways. Finding the right way for a
company depends on understanding your customer and on having a clear vision of the
role that customer satisfaction is to play in the strategy. For example, a focus on customer
satisfaction can work alongside existing segmentations to support revenue generation
from high value customers or it can be a company-wide objective rooted in the brand
values. For the former, it may be sufficient to focus on improving customer service, but
for the latter a broader definition of customer satisfaction is necessary, closer akin to
corporate reputation.

20
Whatever the strategy for customer satisfaction, it must at least include getting the basics
right. Failing to achieve this can destroy the reputation as well as losing valuable
customers. Every customer, regardless of their economic worth to the business, has the
power to influence – positively or negatively – a company’s reputation. Once the
objectives for the customer satisfaction strategy are defined there are a number of steps
we can take to make sure the focus on customer satisfaction is effective.

Building a company around Customer Satisfaction -

With the increase in customer’s demands and competition it has become a lot more
important to base the entire company on customer service. When doing this one must first
realize that every member of an organization plays an active role in customer
service. This includes both external customers and internal customers within a company.

Customer focused organizations focus both on customer satisfaction and

profit. Achieving customer satisfaction generates the profit. In these organizations top
management has frequent contacts with external customers. The top management uses
consultative, participative, and supportive management styles to get through to the
customer. The staff focuses all of its attention on satisfying the customer’s
needs. However, the management’s job is to provide the staff with support necessary to
achieve these goals. The other department and staff in the organization that do not have
direct contact with the external customers deal exclusively with internal customer
satisfaction.

The Influence of the salesperson in Customer Satisfaction-

In an article titled, “The influence of salesperson selling behavior on customer

satisfaction with products,” Brent G.Goff and James S. Boles examine the effects of non-
product related construct on customer satisfaction with major retail purchases such as
automobiles. The article states that salesperson’s selling orientation- customer orientation
(SOCO) will affect not only consumer satisfaction with the salesperson and dealer, but
also indirectly, satisfaction with the product or manufacturer.

In the perspectives of both the retailer and the manufacturer, customer satisfaction
represents an important issue because it relates to several desirable outcomes. Customer
21
satisfaction leads to future purchases, and repeated purchases of the same product from
the same source. In other words, it helps a firm retain its present customers and build
loyalty. By helping a buyer obtain product information and providing guidelines about
what should be expected during the buying process and use of a product, a salesperson
may influence customer expectations concerning the product. Thereby this may reduce
the likelihood of dissatisfaction. A successful salesperson tailors to the needs of each
individual customer. By being customer-oriented, a salesperson is likely to identify with
needs of the customer, enabling the salesperson to match his or her presentation to those
requirements of the customer.

Internal Marketing – how it affects Customer Satisfaction –

Successful companies make every effort to ensure satisfaction to their customer by

focusing all organizational efforts of the company on providing superior customer
service. By doing this these companies hope to retain their existing customers and attract
new ones. Only angle of customer satisfaction commonly overlooked is the internal
aspect.

The internal customer or employee plays a vital role in achieving customer satisfaction
and loyalty. Some firm’s do not understand that the treatment of internal customers
becomes the external customers’ perception of the company. A firm’s employees or other
departments within the organization make up its internal customers. Their job
performance affects the firm’s ability to deliver superior product and customer
service. When a firm’s employees are happy at work, their overall attitude and
performance towards the customer enhances tremendously. Internal marketing helps
members or employees of an organization understand and fulfill their roles in
implementing its marketing strategy. Internal marketing not only keeps employees happy,
it also shows them how their actions affect the firm’s ability to achieve customer
satisfaction.

22
Customer Satisfaction as part of Service Profit Chain:

A Harvard Business Review article outlines the internal process required to drive growth and
increase profitability. The article describes the ways in which service quality contributes to
success, outlining the steps in the “Service-profit chain”:

Profitability / Growth
Customer Loyalty

Customer Satisfaction
Value
Employee Productivity
Employee Loyalty
Internal Quality

Leadership

23
 CHAPTER-4

CUSTOMER SATISFACTION
REGARDING HYUNDAI MOTORS

24
Human interaction

Customer service is a task, other than proactive selling, that involves interactions with
customers in person, by telecommunications, or by mails. It is designed, programmed and
communicated with two goals in mind: operational efficiency and customer satisfaction.

A typical categorization of the services based on who performs the action within the
services cape can be

1. Self-service (customer only)- ATM, Movie Theater

2. Interpersonal services-banks, restaurants
3. Remote services (employee only) – telephone mail order desk.

The superiority of the product has to be complemented with a high quality of services,
which gives a competitive edge to the organization. A high standard of service is what
sets apart one organization from another, and ultimately attracts the customer to the
doorsteps.

Services at the showroom fall in the second category where there is a high complexity of
interaction and hence it becomes necessary for the personnel to be adept in responding to
the customer cognitively, emotionally and psychologically.

The various aspects and characteristics of service provision, which have been taken into
consideration of a customer care team/ sales consultant are

1. Politeness
2. Courteousness
3. Product knowledge
4. Process knowledge
5. Communication skills
6. Responsiveness and supportiveness.

25
Product information

Consumers obtain information about products and services from personal sources (friends
and experts) and from the non-personal sources (mass and selective media).

When purchasing goods, consumers employ both personal and non-personal sources
since both effectively convey information about search qualities.

This is especially true for high involvement products such as cars, two-wheelers, durables
etc.

Mass media can convey information about search qualities but can convey a little about
experience qualities. Also, mass media cannot elaborate on the finer aspects and hence it
becomes imperative for a showroom to provide the complete information about the
product, pricing and the offers.

The showroom can provide information by adopting the below mentioned list

1. Broachers, leaflets and pricelists – easy reference and handy.

2. Sales consultant
3. Test drive – hands-on experience.

Broachers, leaflets and pricelist are the basic sales tools, which elaborately give the
product specifications, promotional offers and schemes at hand and the pricing of various
models at display.

Sales consultant has to be knowledgeable to understand the nuances of the specification

and should be able to convey the same to the prospective customers. The sales
consultants handle the various queries (technical and commercial) and clear the
impending doubts of the inquisitive customer.

Test drive – the last part in providing information to the customer and gives the customer
a hands – on experience of the product performance

26
Time and Promptness.

One of the factors, which has to match the eagerness and the enthusiasm of the customer
is quick and prompt delivery of the service.

After the customer has made a decision to go ahead with the purchase the next logical
sequence of steps would be a process the required documents, book the order, confirm the
order, inform the customer about the date of delivery and prepare the required documents
for the delivery of the vehicle.

Order booking-This is the process where the onus lies completely on the personnel
dealing with the customer. The customer has to be given the right information regarding
the documents, time taken to process the documents and close the deal.

It is also the responsibility of the various departments involved to provide a quick service
to ensure that the customer has a good and satisfying experience.

Delivery on date and time- once the product is delivered it can be assumed that a sale has
been done. The paper work to be carried out has to be done at a quick pace. This can be
observed in the responses of those 25% of customers who reported a slack in the delivery
process. Deviation from promised date and time can lead to a lot of inconvenience to the
customers, thereby leading to a bad experience.

Consistency

“Nothing is consistent by change.”

Consistency is a matter of experience. The expectation of service grows from every

experience the customer has during the sales process. For eg., the customer would expect
the same responsiveness from the sales person during the order processing as it was
during the pre-sales, any aberration would create a sense of insecurity and would thereby
breach the bond of trust established between them.

27
Inconsistency in service is caused by ever changing expectations of the customer. This
poses a challenge of maintaining the quality of service in every “encounter”. The
expectations are not just related to the profile of the customer but also to the occasion and
moods, service firms find it difficult to meet the expectations of the customers all the
time without affecting the quality of service.

Furthermore, the characteristic of perish ability makes the service non-storable. They

exist while they are being delivered / consumed. This poses the management, problem of
managing the match and capacity planning.

In the analysis we have chosen to analyze the consistency maintained in offering services
relating to the human interaction as well as the processing of the documents. This
becomes important in the light of these services being offered in pre-sales and post sales
scenario, and gauging the consistency levels at these two stages gives a fair idea of the
consistency maintained in the services offered.

Consistency in human interaction is observed in the pre-sales, order processing and post
sale stages.

Convenience

The objective of the customer care personnel is to provide convenient and comfortable
service and not to push the customer to make the purchase. While basic facilities are
made available, the customer care personnel have to make sure that customer doesn’t feel
any inconvenience while the sales process is on.

Convenience does not only refer to the physical comforts such as seating, availability of
rest rooms etc. but also to mental convenience a in helping out the customer to reach a
decision, providing relevant information to the customer for evaluating the various
options, making sure that it is one-stop shop (additional accessories being made available
like stereo systems, reverse gear buzzers etc.) explain the basic functionally of the
product etc.

It is helpful to offer customers information in printed form; good signing is very

important at service delivery points and on self-service equipment. The customer care

28
personnel have to make the first move and approach the visitors instead of making the
visitors ask for some guidance. The visitors have to be communicated how to use and
how not to use the facilities at offer.

The concentration has been focused on checking the convenience of the customers on
aspects such as

1. Timings
2. Test drive
3. Availability of accessories
4. Sufficient fuel to reach the nearest petrol station
5. Wide range of finance options made available at the showroom
6. Imparting the basic mechanical functionalities of the car.

29
 CHAPTER-5

OBJECTIVES OF THE STUDY

30
 OBJECTIVE OF THE STUDY

To study and understand the key service parameters using Customer Satisfaction and
reflect upon the low performing areas:

 To study about the customer satisfaction on the services provided by the dealers.
 To study the opinion of the customers regarding the availability and cost of spare
parts.
 To study the opinion of the owners of cars regarding its features like mileage,
price etc.
 To study the effect of advertisement on the customers to promote the product.
 To study the customer satisfaction with usage of their cars.
 To study the information resources that the customer using before purchasing the
car.

31
 CHAPTER-6

RESEARCH METHODOLOGY

32
 RESEARCH METHODOLOGY

Preliminary stage of study- a pilot survey, personal interview of sales consultants,

potential customers and existing customer numbering 20 was conducted to arrive at key
deliverables which would ensure customer satisfaction. The research tool (questionnaire)
was designed by inducing the various queries, based on the key deliverables, which
would reflect the customer satisfaction.

The research was based on a study of a sample, sized 100, using simple random sample
selected from the existing database of Godawri Motors. The research included collection
of data from the primary sources using the research tool (questionnaire). Final stage was
to analyze, interpret and draw conclusions from the data collected

Date Sources:

 Primary Data:

            The data was collected directly from each and every customer.

Pilot Survey

            A pilot survey was conducted to understand the factors, which would positively
influence the customer. Personal Interviews totaling 20 were conducted for the sales
team, potential customers and the existing customers of Godawri Motors. The factors
scoring high in the interviews were considered to be the key deliverables.

Survey Research:

      The research was done to learn about people’s preferences and satisfaction of the
Godawri Motors customer.

Research Tool:
33
  Questionnaire (primary tool- attachment 1)

Interview through questionnaire method was employed for the research purpose. The
questionnaires were individually administered to each customer to ensure minimum
scope for faulty data entry and error of understanding. This method also gave the
interviewer the scope of entering into a dialogue and understanding the customer’s
perception better.

The questionnaire tried to capture the responses of the customers mainly on the key
deliverables, derived from the pilot survey conducted, and a few questions have been
included to gauge the level of satisfaction and to gain insight into customer expectations.

Unstructured interview

The interview complemented the primary research tool and helped delver into details of
responses provided by the customers. This not only validated the responses of the
customers but also helped the interviewer understand the expectations of the customers.

Sampling Unit: In this study the sampling unit used is the existing customer base of
Godawri Motors. Selection is made from the list of Customers during the last one year.

Sampling Size: Sample size was chosen to be 100.

Sampling Procedure: Simple Random Sampling.

  In simple random sampling, each member of the target population has the
same chance of being selected for participation in the study. For a sample to truly be a
simple random sample we need to develop a list or sampling frame that includes almost
all of the population, then from this we randomly pull names from the sampling frame
using some kind of random method such as a random number table or a random number
generator. Finally, numbers are assigned to all members of the population and pull the
names of those members whose numbers are pulled from the table or generator.

      The biggest advantage to a simple random sample is that we get a pretty good
unbiased sample fairly easily. The biggest downside is that we may not get all elements
of the population that are of interest.
34
 CHAPTER-7

DATA ANALYSIS &

INTERPRETATION

35
 1) Age group:

Sl.No Age Group No of people

A 20 to 30 28
B 30 to 40 25
C 40 to 50 25
D Above 50 22

INTERPRETAION:

From the above table shows that the respondents of the age group of years above 50 i.e. 22, the
next group is 40-50 years i.e.25, the remaining age groups are 30-40 and 20-30 years having 25
and 28 respectively.

36
 2) Occupation

Sl.No occupation No of people

A Employee 35
B Business 30
C NRI 20
D Others 15

INTERPRETAION:-

From the above table shows that the respondents of the occupation are mostly employees numbered 35,
business people numbering 30, NRI’s 20 and others 15 people.

37
 3) Which model of hyundai car do you own?

Sl.No Brand No of people

A I10 35
B Verna 28
C Accent 20
D Santro 17

Interpretation:-

The following graph shows the number of cars in the total of 100 persons i10 is
owned by 35 people, and Verna owned by 28 and Accent owned by 20 people and
Santro by 17 people.

38
 4) Which feature is the best one in Hyundai car?

Sl.No feature NO of people

A Mileage 24
B Price 8
C Brand 18
D Style 22
E Mileage & brand 20
F Mileage & style 8

Interpretation:-

The following graph shows the number of what features you consider while you
purchase in the total persons Mileage by 24, and Price by 8 and Brand by 18, Style
by 22, Mileage and Brand by 20. And Mileage and Style by 8.

39
 5) How do you feel when you drive Hyundai car?

Sl.No RANK No of people

A Good 30
B Better 20
C Best 40
D Poor 10

INTERPRETAION:

From the above table shows that the respondents of the experience of people while driving Hyundai cars
is good i.e. 30, the next group is better i.e.20, the remaining people who feel best is 40 and others who
feel poor experience are 10 respectively.

40
 6) Are you satisfied with your vehicle’s mileage?

Sl.No Vehicle’s mileage No of percentage

A Yes 75
B No 25

Interpretation:-

The following graph shows the number of people who satisfied with mileage of
the vehicle in the total respondent’s response given by persons Yes by 75 and No
by 25.

41
 7) Will you recommend Hyundai product to anybody?

Sl.No Recommendation No of percentage

A Yes 60
B No 40

Interpretation:-

The following graph shows the number of people who recommend Hyundai cars
in the total persons yes by 60 and No by 40.

42
 8) What do you think about hyundai’s customer service?

Sl.No RANK No of people

A Excellent 40
B Good 20
C Better 30
D Poor 10

Interpretation:

From the above table shows that the respondents of the people about Hyundai’s customer service is
excellent i.e. 40, the next group is good i.e.20, the remaining people who feel better is 30 and others who
feel poor experience are 10 respectively.

43
 9) How do you feel about company’s response towards customers?

Sl.No Source No of percentage

A Excellent 45
B Good 25
C Better 15
D Poor 15

Interpretation:-

The following graph shows the number of response of customers towards the
products from the total number of 100 people good are 25, Excellent 45, better 15
and poor are 15.

44
 10. Did you receive the product on delivery time?

Sl.No Delivery time No of percentage

A Yes 70
B No 30

Interpretation:-

The following graph shows the number of customers who receive the product on delivery time is
yes by 70 customers and no by 30 customers.

45
 11) Are you satisfied with company’s after sales service?

Sl.No After sales service No of percentage

A Satisfied 80
B Not satisfied 20

Interpretation:

The number of customers who satisfy/not satisfied with the after sales service of the
company from a number of 100 customers is satisfied 80 and not satisfied 20.

46
12. How do you feel the experience at show room?

Sl.No Best Brand Ambassadors No of percentage

A Satisfied 71
B Not satisfied 29

Interpretation:-

The following graph shows the consumer’s experience at show room the number of
customers who satisfy is 71 and who does not satisfy is 29

47
 13) Were you offered test drive?

Sl.No Test drive No of people

A Yes 83
B No 17

Interpretation:-

The following graph shows the number of customers who were offered test drive for the product
is yes by 83 customers and no by 17 customers.

48
14) Have you satisfied with the usage of Hyundai cars?

Sl.no Customer response percentage

A Fully satisfied 71
B Just satisfied 20
C Not satisfied 9

INTERPRETAION:

The following table shows that the respondents who satisfied with dealer’s performance is better
71, good 20 and Poor is 9.

49
 CHAPTER-8

FINDINGS, SUGGESTIONS &

CONCLUSIONS

50
 CONCLUSIONS AND FINDINGS

 Godawri Motors enjoys a high patronage from its customers.

 Most of the customers had a good experience of shopping at Godawri Motors.

 The satisfaction levels can also measured with the level of recommendations to
friends and associates; it is evident that more than 80% customers are satisfied
with the service offered at Godawri Motors.

 The probability that the customers would repeat that purchase at the same
showroom is high, which is a good sign.

 The sale satisfaction index of Godawri Motors showroom is 8.4 on scale of ten
(refer page 32), which is exceptionally good, the showroom should persist on high
levels of commitment to maintain the good image it has created. The industry SSI
(2003) is 104 out of 126 according to J D Power Asia pacific. And Hyundai scores
105 out of 125.

 In the interview it was found that the customers are happy about the training
programs under taken by the showroom, which train the customers to negotiate
minor breakdowns comfortably.

 It has been observed that 25% of customers have reported a slack in the delivery
process.

This is the only area of concern that has emerged form the city.

51
 SUGGESTIONS

The overall sales satisfaction index from the study reveals that the company is
performing very well and customers buying are much satisfied with the service given to
them.

The only couple problem noticed are:

 Some of the customers have complained about the slack in the delivery process and
timings. Therefore, this is the area which I recommend to the showroom to focus a
little bit more. It needs to improve its delivery process and time. Need to become little
quick and fast.

 Some of the customers have also complained about the after purchase services
provided by the showroom. Even though the complaints are minor, the showroom
needs to resolve the customer after purchase service issues in order to achieve
customer satisfaction.

52
 Experience at Showroom
EXECELLE POOR
NT 5%
20%

SATISFACT GOOD
ORY 60%
15%

GOOD
SATISFACTORY
EXECELLENT
POOR

53
 Recommendation to Friends
DEFINITEL MAY NOT
Y NOT 8%
7%

DEFINITEL
Y MAY
25% 60%

MAY
DEFINITELY
DEFINITELY NOT
MAY NOT

54
 REPEAT PURCHASE

DEFINITEL
Y
DEFINITEL 16%
Y NOT
5%

MIGHT
14% PROBABL
Y
65%

PROBABLY
MIGHT
DEFINITELY NOT
DEFINITELY

55
 CHAPTER-9

LIMITATIONS OF THE STUDY

56
 Limitations:

The study is restricted in scope of owing to the following limitations:

 Due to constraint of time only city of Ludhiana is selected and so it cannot claim
to be a comprehensive study of the population.
 The sample size is restricted to 100 respondents.

57
ANNEXURE

58
 CUSTOMER SATISFACTION INDEX
Details:
Vehicle No: _______________________________________________________
Model: ___________________________________________________________
Customer Name: __________________________________________________
Telephone No: ______________________Mobile:________________________
Date: __________________Customer signature: ________________________

1. Age group
a) 20-30 b) 30-40 c) 40-50 d) Above 50

2. Occupation?
a) Employee b) business c) NRI d) others

3. Which model of Hyundai car do you own?

a) Santro b) Verna c) Accent d) i10 e) i20

4. Which feature is the best one in Hyundai car?

a) Price b) style c) mileage d) quality e) mileage quality
e) Mileage & style

5. How do you feel when you drive Hyundai car?

a) Good B) better c) best d) Poor
6. Are you satisfied with your vehicle mileage?
a) Yes b) No

7. Will you recommend Hyundai product to anybody?

a) Yes b) No

59
8. What do you think about Hyundai’s customer service?
a) Excellent b) Good c) Better d) Poor

9. How do you feel about company’s response towards customers?

a) Excellent b) Good c) Better d) Poor

10. Did you receive the product on delivery time?

a) Yes b) No

11. are you satisfied company’s after sales service?

a) Satisfied b) not satisfied

12. How do you feel the experience at the showroom?

a) Satisfied b) not satisfied

13. Were you offered test drive?

a) Yes b) No

14. Are you satisfy with their usage of the car?

a) Fully satisfied b) just satisfied c) not satisfied

15. Please give your comments/suggestions to enable us to improve satisfaction of

customers at this Hyundai authorized showroom.

__________________________________________________________________

__________________________________________________________________

60
BIBLIOGRAPHY

61
 BIBLIOGRAPHY

Books:
Principles of marketing: KOTLER ARMSTRONG.
Marketing Management: PHILIP KOTLER.
(Analysis, Planning Implementation and Control)
Services Marketing : TATA Mc GRAW HILL.
Marketing Research : G.C.BERI.
Research Methodology: KOTHARI. C.R.

Websites:
http://www.jdpower.co.jp
www.bus.umich.edu
http://www.asq.org

62
Hyundai Car models

Santro

Accent

I10

63
 GETZ

VERNA

SONATA

TUCSON

64
 i20

ELANTRA

TERRACAN

65