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Digvijay Honda Vimal Chamberspvt - LTD PR Oject FORM CHINHWAD
Digvijay Honda Vimal Chamberspvt - LTD PR Oject FORM CHINHWAD
The
Project
entitled
CUSTOMER
SATISFACTION
INTRODUCTION
Secondary objective:-
1. To find out the problems by showroom owner regarding sales of product and
suggestion to overcome it.
2. To analyze competitors product characteristics.
SCOPE OF STUDY
3. This study has been made to find the level of satisfaction the customer has
regarding the service provider by cars place.
4. Analyzing the customers preference
COMPANY PROFILE
Hyundai has been the world's largest four wheeler manufacturer since 1959 as
well as the world's largest manufacturer of internal combustion engines measured by
volume, producing more than 14 million internal combustion engines each year.
Hyundai is headquartered in Minato, Tokyo, Japan. Hyundai Motor Company,
Ltd is a Japanese multinational corporation primarily known as a manufacturer of
automobile and four wheelers. Hyundai is world largest manufacturer of four
wheelers and as well as the world largest manufacturer of internal combustion engines
measured by volume. Hyundai surpassed Nissan in 2001 to become the second largest
Japanese automobile manufacturer.
Hyundai was the first Japanese automobile manufacturer to release a dedicated
luxury brand in North America with the debut of Acura in 1986. Aside from their core
automobile and four wheeler businesses, Hyundai also manufactures garden
equipment, marine engines and personal watercraft and power generators, amongst
other. Since 1986, Hyundai has been involved with artificial intelligence/robotics
research and released their ASIMO robot in 2000. They have also ventured into
aerospace with the establishment of GE Hyundai Aero Engines in 2004 and the
Hyundai HA-420 Hyundai Jet, scheduled to be released in 2012.
History
From a young age, Hyundai's founder, Soichiro Hyundai (17 November 1906 5
August 1991) had an interest in automobiles. He worked as a mechanic at the Art
Shokai garage, where he tuned cars and entered them in races. In 1937, with financing
from an acquaintance, Kato Shichir, Hyundai founded Tkai Seiki (Eastern Sea
Precision Machine Company) to make piston rings working out of the Art Shokai
garage. After initial failures, Tkai Seiki won a contract to supply piston rings to
Toyota, but lost the contract due to the poor quality of their products. After attending
engineering school, without graduating, and visiting factories around Japan to better
understand Toyota's quality control processes, Hyundai was able, by 1941, to mass
produce piston rings acceptable to Toyota, using an automated process that could
employ even unskilled wartime laborers.
Tkai Seiki was placed under control of the Ministry of Commerce and Industry
(called the Ministry of Munitions after 1943) at the start of World War II, and
Soichiro Hyundai was demoted from president to senior managing director after
Toyota took a 40% stake in the company. Hyundai also aided the war effort by
assisting other companies in automating the production of military aircraft propellers.
The relationships Hyundai cultivated with personnel at Toyota, Nakajima Aircraft
Company and the Imperial Japanese Navy would be instrumental in the postwar
period. A US B-29 bomber attack destroyed Tkai Seiki's Yamashita plant in 1944,
and the Itawa plant collapsed in the 1945 Mikawa earthquake, and Soichiro Hyundai
sold the salvageable remains of the company to Toyota after the war for 450,000,
and used the proceeds to found the Hyundai Technical Research Institute in October
1946. With a staff of 12 men working in a 172-square-foot (16.0 m2) shack, they built
and sold improvised motorized bicycles, using a supply of 500 two-stroke 50 cc
Tohatsu war surplus radio generator engines. When the engines ran out, Hyundai
began building their own copy of the Tohatsu engine, and supplying these to
customers to attach their bicycles. This was the Hyundai Model A, nicknamed the
Bata Bata for the sound the engine made. The first complete four wheeler, both frame
and engine, and made by Hyundai was the 1949 Model D, the first Hyundai to go by
the name Dream. Hyundai Motor Company grew in a short time to become the
world's largest manufacturer of four wheelers by 1964.
The first production automobile from Hyundai was the T360 mini pick-up truck,
which went on sale in August 1963. Powered by a small 356 cc straight-4 gasoline
engine, it was classified under the cheaper Kei car tax bracket. The first production
car from Hyundai was the S500 sports car, which followed the T360 into production
in October 1963. Its chain driven rear wheels points to Hyundai's four wheeler
origins.
Over the next few decades, Hyundai worked to expand its product line and expanded
operations and exports to numerous countries around the world. In 1986, Hyundai
introduced the successful Acura brand to the American market in an attempt to gain
ground in the luxury vehicle market. Hyundai in 1991 introduced the Hyundai NSX
7
Soichiro's vision was international in character. His desire was to lead the
world in technology, and make a significant contribution to the creation of a better
society. As a result, most of the products that Hyundai developed started out by
making a difference. Whether it was the CVCC engine in the sixties or the solar
powered car of the nineties, they all sought to challenge and overcome conventional
wisdom.
Fulfilling the global needs of personal mobility in the new automotive society
- go hand in hand with the corporate philosophy: maintaining a global viewpoint, they
are dedicated to supplying products of the highest efficiency and quality at a
reasonable price for worldwide customer satisfaction. In India, it is through HSCI that
customers can enjoy the benefits of Hyundai's expertise.
Soichiro's vision was international in character .His desire was to lead the
world in technology, and make a significant contribution to the creation of a better
society. As a result, most of the products that Hyundai developed started out by
making a difference.
Hyundai is a global company with a global viewpoint and a four-region global
strategy that is reflected in a solid commitment to local markets and
economies.However, the most enduring challenge has been to satisfy the everchanging needs of their customers. This is the essential spirit of Hyundai
PRODUCT PROFILE
Hyundai Shine
Hyundai Unicorn
Hyundai Unicorn (Spoke Wheel) is the first four wheeler developed by Hyundai Four
wheeler and Scooters India Pvt. Ltd. At the showroom, this bike costs around Rs.
55,000 with an on-road price of around Rs. 61,500. This includes standard ancillary
charges also. Currently, Delhi has the lowest, and Bangalore the highest on-road price
10
for Hyundai Unicorn (Spoke Wheel). Hyundai Unicorn (Spoke Wheel) bike
prices vary upon the two-wheeler dealer's location.
Hyundai Eterno
Hyundai Activa
11
Hyundai Dio
12
Its no secret that the CBR250R is an exceptional value for money bike. Whats also
no secret is that unlike most other Hyundai products, it doesnt feel like a quality
product when you have a look at its plastics, and exposed steel parts.
THEROTICAL BACKGROUND
a) Interview schedule & questionnaire was used as tool for primary source of
data collection.
b) Interview schedule consist of number of question typed in a definite order
or form.
Pre-study:
After careful study of literature and expert consultation the researcher still
may have only a rather vague idea about the critical element in his problem. As pilot
study sometimes may be launched as a step preliminary to the form scale before
original study are carried out in order to gain some preliminary information of the
main project for this purpose the researcher meet companys personal manager to get
the pre knowledge of the subject before conduction actual data collection.
Pretesting: -
Pretesting is the process of an advance testing of study design after the interview
schedule has been prepared .The researcher referred books and internet to get
prepared literature for this project & report.
Processing:-
13
Once the collection of data is over the main step top arranged for p[rocessing
and analysis of data. So the interview can be made resulting information theories. The
first step is editing, is a process of examining the data collection in interview schedule
to defect efforts and mission and to see that they are corrected and the schedules
prepared tabulations.
Editing:
The preparation of the data forms for tabulations must include on operational
procedure for accepting, modifying or resection individual questionnaire.
Tabulation:
Tabulation is a process of summarizing raw and display it in compact forms
for further analysis. Analysis of data is made possible through tables. These tables are
made for different variables and to show relationship with each other.
SWOT ANALYSIS
The overall evaluation of a company's strengths, weaknesses, opportunities and
threats is called SWOT analysis.
External Environment Analysis (Opportunities and Threats Analysis)
In general, a business unit has to monitor key macro environment forces
(demographic, economic, technological, political-legal and social-cultural) and
significant micro environment actors (customers, competitors, distributors, suppliers)
that affect its ability to earn profits. The business unit should set up a marketing
intelligence system to track trends and important developments. For each trend or
development, management needs to identify the associated opportunities and threats.
A major purpose of environment scanning is to discern new marketing
opportunities. A marketing opportunity is an area of buyer need or potential interest in
which a company can perform profitably. Opportunities can take many forms and
marketers have to be good at spotting them.
A company can need the need for more information and advice.
A company can customize a product or service that was formerly offered only in
a standard form.
2.
Can the target market(s) be located and reached with cost effective media and
trade channels?
3.
Does the company possess or have access to the critical capabilities and
resources needed to deliver the customer benefits?
4.
Can the company deliver the benefits better than any actual or potential
competitors?
5.
Will the financial rate of return meet or exceed the company's required
threshold for investment?
PERFORMANCE
Features
MAJOR MINOR
MINOR MAJOR
NEUTRA
STRENG STRENG
WEAKNE WEAKN
L
TH
TH
SS
ESS
Companys Reputation
Service Quality
Pricing Effectiveness
Geographical Coverage
Promotional Effectiveness
Sales Force Effectiveness
Financial Stability
Locational Effectiveness
Skilled Workforce
Employee Satisfaction
Modernized Service Station
Range of Accessories
Distribution Effectiveness
On-Time Delivery
Delivery at Doorstep
Customer Care
Customer Feedback
Insurance Facility
16
Centralize Authority
Coordination Of
Workforce
Innovation
17
RESEARCH METHODOLOGY
The methodology that was adopted for the study includes both primary source of data
as well as the secondary source of data. The methodology of the study can be
explained as follows:
1. PRIMARY DATA:
The primary data are those which are collected afresh and for the first
time, and thus happens to be original in character. We can obtain primary data either
through observation or through direct communication with respondents in one form or
another or through personal interview. There are several methods of collecting
primary data, but in this research work primary data collected by using questionnaire.
2. SECONDARY DATA:
Secondary data means data that are already available i.e. they refer to the data which
have been already been collected and analyzed by someone else. When the researcher
utilizes secondary data, then he has to look into various sources from where he can
obtain them. Secondary data may either be published data or unpublished data. In this
research work, secondary data collected through the
1.
Internet
18
19
Analysis and interpretation are central step in research process. The goal of analysis is
to summarize o collected data in such a way that they provide answer to the and
triggered the researcher. Interpretation is the research for the broader meaning of
research finding. The questionnaire is precoded a few uncoded response are classified
the code were verified before transferred to the master chart.
20
Sr.No
1.
2.
Opinion
No. of Respondent
Yes
No
% of Respondent
87
13
87%
13%
6%
Yes
No
94%
INERPRETATION:1. From the above graph, it is clear that 87% of customer agrees to suggest
Hyundai cars to friends.
2. 13% customer are not agrees to suggest Hyundai cars to friends.
2. For how many years you have been using Hyundai bikes?
A. 0-2 yrs.
B. 3-5 yrs.
21
C.
6-8yrs.
D. 9-11yrs.
Opinion
1.
2.
3.
4.
0-2 yrs
3-5 yrs
6-8 yrs
9-12 yrs
No. of Respondent
% of Respondent
22
10
11
7
44
20
22
14
50
45
40
35
30
25
20
15
10
5
0
0-2 yrs
3-5 yrs
6-8 yrs
9-11 yrs
INTERPRETATION:1. Bar chart shows that 44% people are using Hyundai carsfrom last 2 years.
2. 20% of people using Hyundai carsfrom 3-5 years.
3. 22% of customers agree to state that they are using Hyundai carsfrom last 6-8
years.
4. 14% of the customer having Hyundai carsfrom last 9 years.
3. Are you satisfy with Hyundai carsperformance?
A. Fully satisfied
B. Not satisfied
22
C. Not sure
Opinion
Fully Satisfied
Not Satisfied
Not Sure
No. of Respondent
36
8
6
% of Respondent
72
16
12
16%
Fully Satisfied
Not Satisfied
Not Sure
72%
INTERPRETATION:1. Above pie chart that 72% are found fully satisfied 16% are found not satisfied
and 12% are found not sure. Pie chart shows that most of the customers are
satisfied with the performance of Hyundai bikes.
4. According to you, presence of which facility would have made your bike more
satisfactory?
23
A. Better Mileage
B. More Power
D. More safety
C. More Comfort
Opinion
No. of Respondent
Better Mileage
More Power
More Comfort
More Safety
Better customer satisfaction
18
6
7
9
10
% of Respondent
No
1.
2.
3.
4.
5.
36
12
14
18
20
More Power
More Comfort
More Safety
Better customer
satisfaction
INTERTRETATION:2.
3.
4.
5.
Sr. No
Opinion
1.
2.
3.
No. of Respondent
Once a month
Once in three month
Not very often
% of Respondent
50
35
15
50
35
15
50
35
15
Once a month
INTERPRETATION:1. From the above Bar graph it is clear that 50% of customer goes for the
maintenance once in the month.
2. 34% of customer goes for the maintenance once in three month.
3. Whereas 16% of customer agrees that there is no any fix time for servicing.
6. Could you please tell me how you know about Hyundai bikes?
A. Friends
B. Internet
C. Newspaper
D. Television
25
Opinion
Friends
Internet
Newspaper
Television
No. of Respondent
20
8
13
9
% of Respondent
40
16
26
18
Internet
Newspaper
Television
INTERPRETATION:1. Above Bar chart shows that 40% people aware by friends, 16% aware by
internet, 26% aware by newspaper and 18% people aware by television
B. Power
C. Look
D. Price
26
Opinion
Mileage
Power
Look
Price
No. of Respondent
27
8
10
5
% of Respondent
54
16
20
10
50
40
30
20
10
0
Mileage
Power
Look
Price
INTERPRETATION:1. Above Bar chart shows that 54% people are selected the car mileage base.
2. 16% are selected the car on the power base, 20% selected on the base of look.
3. 10% are selected on the base of price.
8. Dose the dealer support financially (loan process) for the vehicle purchase?
A. Yes
B. No
27
Opinion
Yes
No
No. of Respondent
48
2
% of Respondent
96
4
4%
Yes
No
96%
INTERPRETATION:1. From the above chart we can come to know that dealer support the consumer
for loan process
28
Opinion
Yes
No
No. of Respondent
43
7
% of Respondent
86
14
14%
Yes
No
86%
INTERPRETATION:From the above chart we can come to know that consumer is more conscience
in choosing brand as considering cost of product
B. Agree
C. Neutral
D. Disagree
29
Opinion
Strongly Agree
Agree
Neutral
Disagree
1.
2.
3.
4.
No. of Respondent
32
12
4
2
% of Respondent
64
24
8
4
Agree
Neutral
Disagree
INTERPRETATION:1.
Above chart describe the 94% customers are strongly agree on Hyundai
advertisement influence.
2. 24% customers are agree with Hyundai advertisement and
3. 8% customers are neutral.
4. Other 4% customers disagree with Hyundai advertisement.
B. Design
D. Scheme
E. Gift
C. Publicity
30
Opinion
Brand Design
Design
Publicity
Scheme
Gift
No. of Respondent
23
8
6
10
3
% of Respondent
46
16
12
20
6
Design
Publicity
Scheme
Gift
INTERPRETATION:1. According to this chart 46% customers looking brand design for purchasing
Hyundai bikes.
2. 16% customers are looking Hyundai carsdesign.
3. Publicity, scheme, Gift is 12%, 206%, respectively purchasing Hyundai
bikes.
FINDING
31
The study was undertaken to know the customer satisfaction of Hyundai bike among
customers in Pune. For this purpose, Questionnaire was used as instrument for
collecting the data from the respondents. The data collected was analyzed. The
following are the findings of the study.
1. Most of Respondents Purchase a Four wheeler on bike required and festival and
students preferred it to buy when they start Job.
2. The majority of the respondents are satisfied with Hyundai bikes.
3. It was clear in the study that those respondents who are dissatisfied serviced their
Hyundai carsirregularly and in private centers.
4. The ultimate aim of the study was to ascertain the satisfaction of consumers of
Hyundai bikes. Among 30 respondents, 16.67% of the respondents rated Hyundai
Activa as excellent, 46.67% respondents rated it good, 33.33% rated it as
satisfactory and 3.33% rated it as not-satisfactory.
5. 65% people surveys were aware about the Hyundai bikes.
6. Out of 100% the 72% respondent satisfied about the Hyundai product, 16%
respondent dissatisfied and 12% respondent are not sure
SUGGESTIONS
32
LIMITATION
33
CONCLUSION
34
It is good for Hero Hyundai that majorities of people are aware about its
brand that Hero has earned enough to keep conditions contact with customer market
and to constantly carry out R & D in production of two wheeler and marketing the
same to the different destination. They try to produces such vehicles that attract the
customer.
35
BIBLIOGRAPHY
WEBSITES
www.wikipedia.com
www.researchandmerkets.com
www.hyundai.com
BOOKS
MAGAZINES
QUESTIONNAIRE
Dear sir / Madam,
36
I am conducting this survey as a part of SIP work in MBA program from Pune
University of this survey is TO STUDY ON CUSTOMER SATISFACTION
REGARDING HYUNDAI BIKES. So I will be grateful if you spend of your
precious time in felling up this.
DHANANJAY RANBHARE
Name of customer: - _______________________________________________
Q.11. Would you like to suggest Hyundai cars to your friends?
A. Yes
B. No
B. 3-5
C. 6-8
D. 9-11
B. Not satisfied
C. Not sure
4. According to you, presence of which facility would have made your car more
satisfactory?
A. Better mileage
D. Not safety
B. More Power
C. More comfort
B. Internet
37
C. newspaper D. Television
7. On what parameter you would select the bike?
A. Mileage
B. Power
C. Look
D. Price
8. Dose the dealer support financially (loan process) for the vehicle purchase?
A. Yes
B. No
9. Dose cost affects the choice to select brand?
A. Yes
B. No
10. Did advertisement influence your buying decision?
A. Strongly agree
B. Agree
C. Neutral
D. Disagree
B. Design
D. Scheme
E. Gift
C. Publicity
38