After Sales Service of Hyundai Motors

A Project Work Report

Submitted By:

Dikshya Panta

Roll No: 13846/14

Registration No: 7-2-0422-0100-2014

A Summer Project Report Submitted To

Office of the Dean

Faculty of Management, Tribhuvan University in partial

Fulfillment of the requirement for the Degree Of

Bachelor of Business Administration (BBA)

At the:

Kist College of Management

Tribhuvan University

Kamalpokhari, Kathmandu

April, 2018
 STUDENT’S DECLARATION

This is to certify that I have completed the summer project entitled "After Sales Service of
Hyundai Motors" under the guidance of "Mr. Rajesh Karki" in partial fulfillment of the
requirements for the degree of Bachelor of Business Administration (BBA) at the Faculty
Of Management, Tribhuvan University. This is my original piece of work and I have not
submitted in earlier elsewhere.

April, 2018

Signature

Dikshya Panta
 ACKNOWLEDGEMENT

Every project big or small is successful largely due to the effort of a number of wonderful
people who have always given their valuable advice or lent a helping hand. I sincerely
appreciate the inspiration, support and guidance of all those people who have been
instrumental in making this project a success.

I am particularly grateful to the Tribhuvan University, authorities to include this report

program in the syllabus of Bachelor of Business Administration (BBA), which will be much
helpful in the developing of the study and concentration on certain subject of the study.

I would like to express my gratitude to our respected subject teacher Mr. Rajesh Karki for
giving us his guidance, valuable time and efforts in bringing this report and providing the
necessary amenities as well. His support has helped us immensely for us to be motivated and
work efficiently and creatively.

Last but not the least I place a deep sense of gratitude to my family members and my friends
who has been constant source of inspiration during the preparation of this project work.

Dikshya Panta
 Table of Contents

Title Page No

COVER PAGE
STUDENT’S DECLARATION i
CERTIFICATE FROM THE SUPERVISOR ii
ACKNOWLEDGEMENT iii
TABLE OF CONTENT iv
LIST OF TABLES v
LIST OF CHARTS vi
ABBREVIATIONS vii
CHAPTER -ONE: INTRODUCTION
1.1. After Sales Service 1
1.2. Purpose of the Study 1
1.3. Significance of the Study 2
1.4. Scope of the Study 2
1.5. Literature Review 3
1.6. Research Methodology 4
1.7. Limitation of the Study 6
CHAPTER - TWO: COMPANY PROFILE, DATA PRESENTATION AND
ANALYSIS
2.1. Introduction of Automobile Industries 7
2.2. Introduction of Hyundai Motors Company 7
2.2.1. Vision 9
2.2.2. Mission 9
2.2.3. Brand Slogan 10
2.2.4. Quality Policy 10
2.2.5. Area of Operation 10
2.3. Introduction of Laxmi Hyundai Nepal 11
2.3.1. Dealers Network of Laxmi Hyundai 12
2.3.2. Key Function of Laxmi Hyundai 13
2.3.3. Competitors Information 14
2.3.4. Future Growth and Analysis 15
2.4. Data Presentation and Analysis 15
CHAPTER- THREE: FINDINGS, RECOMMENDATION AND CONCLUSION
3.1. Findings 28
3.2. Recommendation 29
3.3. Conclusion 29
BIBLIOGRAPHY
APPENDIX
 LIST OF TABLES
Table No. Title of the Table Page no.

Table 2.4.1 Table showing the number of people possessing Hyundai vehicles 16

Table 2.4.2 Table showing the number of sources of information about Hyundai
vehicles 17

Table 2.4.3 Table showing how respondents find the ambience of the showroom 18

Table 2.4.4 Table showing the staff responsiveness towards the customer at
showroom 19

Table 2.4.5 Table showing sales executive performance 20

Table 2.4.6 Table showing reason to suggest others about Hyundai motors 21

Table 2.4.7 Table showing the opinion about the vehicle maintenance and
servicing service 22

Table 2.4.8 Table showing inconvenience felt by customer in service 23

Table 2.4.9 Table showing where complain raised against problem is faced or not? 24

Table 2.4.10 Table showing reason for complaining 25

Table 2.4.11 Table showing customer opinion about the responses by management
on complain 26

Table 2.4.12 Table showing the customer rates after sales service of the company 27
 LIST OF CHARTS
Figure No. Title of the Charts Page no.

Chart 2.4.1 Chart showing Percentage of Respondent Possessing the Hyundai 16

Vehicles

Chart 2.4.2 Chart showing percentage of respondent sources of information

about Hyundai motors 17

Chart 2.4.3 Chart showing percentage how respondent find the ambience of the 18
showroom

Chart 2.4.4 Chart showing percentage of the staff responsiveness towards the 19
customer at showroom

Chart 2.4.5 Chart showing percentage of the sales executive performance 20

Chart 2.4.6 Chart showing percentage of reason to suggest others about

Hyundai motors 21

Chart 2.4.7 Chart showing percentage of opinion about the vehicle maintenance
and servicing service 22

Chart 2.4.8 Chart showing percentage of inconvenience felt by customer in service 23

Chart 2.4.9 Chart showing percentage of where complain raised against problem
is faced or not? 24

Chart 2.4.10 Chart showing percentage of reason for complaining 25

Chart 2.4.11 Chart showing percentage of customer opinion about the responses by
management on complain 26

Chart 2.4.12 Chart showing percentage of the customer rates the after sales service
of the company 27
 ABBREVIATIONS
HMIL : Hyundai Motors India Limited

CRM : Customer Relationship Management

ETC: : Et cetera

CRM-DMS : Customer Relationship Management and Dealer Management System

R&D : Research And Development

STPL : Sipradi Trading Pvt.Ltd.