A

COMPREHENSIVE PROJECT REPORT

ON

TO KNOW THE CUSTOMER SATISFACTION LEVEL FOR

HYUNDAI AUTO-MOBILE OF DOWN TOWN MOTORS IN
BARODA CITY.

Submitted to
C K SHAH VIJAPURWALA INSTITUTE OF MANAGEMENT

IN PARTIAL FULFILLMENT OF THE

REQUIREMENT OF THE AWARD FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION

Under
Gujarat Technological University
UNDER THE GUIDANCE OF
Faculty Guide: Dr. KUNJAL SINHA

Submitted by

Jainam shah (127050592083)

Uvesh Kadiwala (127050592038)

M.B.A SEMESTER 4

C K SHAH VIJAPURWALA INSTITUTE OF MANAGEMENT

M.B.A PROGRAMME
Affiliated to Gujarat Technological University Ahmadabad

1
 PREFACE

Training is an important part of the curriculum for management students during their
studies. Without practical training during the course of study, the certificate or degree
obtained seems to be incomplete. The actual aim of industrial training is to let students
get the practical knowledge about core concepts of management.

This training provides the platform of opportunity to know the current market situation
and the behaviour of the environment around it. It gives us the opportunity where we
can apply the theoretical knowledge into the real world so that we can be a successful
manager in future.

A word of thanks to all of them whose name has not been figured here explicitly, but
without their feedback, consoling and cooperation it was not possible to prepare this
report in a short period.

For the preparation of this report, I render my deep sense of gratitude towards the
faculty members of our college and the whole staff at Down Town Motors, Baroda.

2
 ACKNOWLEDGEMENT

It is an occasion of great pleasure and a matter of deep felt personal satisfaction to

present this compiled statement of the project work done at a company of great self-
esteem, DOWN TOWN MOTORS BARODA, an authorized dealer of Hyundai Car.

I would especially like to thank and express my cordial gratitude to Mr. S Kumar
(General Manager), who provided me this opportunity to work in such a prestigious
organization, which enhanced my knowledge base and allowed me to understand the
practical application of various aspects of a Corporate Unit.

I take this opportunity to express my gratitude for the immense support and guidance
extended by each and everyone, and the whole staff at Down Town Motors, Baroda. I
would like to thank the faculty of C.K SHAH VIJAPURWALA INSTITUTE OF
MANAGEMENT especially Dr. Kunjal Sinha who has given me constant support and
encouragement as well as valuable guidance and direction to complete my project
report.

I would like to thank all my friends and well, wishers and also the respondents for their
valuable cooperation because without their help and support, I would not have been
able to complete my project report successfully.

Lastly I would like to thank my college Director Mr. RAJESH KHAJURIA SIR

3
 DECLARATION

I hereby declare that the Comprehensive project titled To know the customer
satisfaction level for Hyundai Auto-mobile of Down Town motors in Baroda city at
Down Town Motors; Baroda is purely based on original piece of work done by me for
the partial fulfillment of the award degree of Masters of Business Administration. And
whatever information has been taken from any sources has been duly acknowledged.

I further declare that the personal data and information received from any respondent
during survey has not been shared with anyone and is used for academic purpose only.

Place: ______________

Date: _______________

SHAH JAINAM (83)

UVESH KADIWALA (38)

4
 EXECUTIVE SUMMARY

Purpose:

The commercial vehicle industry in India has a lot of potential to expand. The pioneer in
this field is the proven horse i.e. The Hyundai Motors. It has a market share of nearly
90% in South Gujarat region and 65% in the whole state of Gujarat. Moreover, there are
only few players in this industry. So it is my attempt for the company to find out in what
ways can it increase the market share of the company and prepare a marketing strategy
which will help the company to know the strong mediums through which it should
market its products.

By doing such a research, we will come to know about the customers perspective about
the company, does he use the companys after sales service, how does he rate the
companies employees, what are the features he likes about the company more,
through which medium did he come to know about the company products, etc.

Design/ Methodology/ Approach:

I have divided the population in parts where I would analyze the customers of Baroda
together as the company has suggested. I have collected the data on the basis of the
existing customer database provided to me by the company. It is based on quantitative
analysis. I have used descriptive research design with the help of structured
questionnaire filled up.

5
 TABLE OF CONTENTS

Preface
Acknowledgement
Declaration
SR. NO. PARTICULARS PAGE NO.

PART I -GENERAL INFORMATION

1 1.1 About the Industry 7
1.2 Company profile 9

1.3 Growth of the Company 15

1.4 Major players 18

1.5 Literature review 20

PART-II PRIMARY STUDY

2 Research Methodology
2.1 Primary Objective 23

2.2 Research design 24

26
2.3 Data collection method
27
2.4 sample size

3 Data Analysis and Interpretation 28

4 Results and finding 67

5 Limitations of the Study 74

5 Conclusion/Suggestions 77

Annexure
Bibliography

6
 ABOUT INDUSTRY

The automotive industry in India is one of the larger markets in the world. It had
previously been one of the fastest growing globally, but is currently experiencing flat or
negative growth rates. India's passenger car and commercial vehicle manufacturing
industry is the sixth largest in the world, with an annual production of more than 3.9
million units in 2011. According to recent reports, India overtook Brazil and became the
sixth largest passenger vehicle producer in the world (beating such old and new auto
makers as Belgium, United Kingdom, Italy, Canada, Mexico, Russia, Spain, France,
Brazil), grew 16 to 18 percent to sell around three million units in the course of 2011 and
2012. In 2009, India emerged as Asia's fourth largest exporter of passenger cars,
behind Japan, South Korea, and Thailand. In 2010, India beat Thailand to become
Asia's third largest exporter of passenger cars.

As of 2010, India is home to 40 million passenger vehicles. More than 3.7 million
automotive vehicles were produced in India in 2010 (an increase of 33.9%), making the
country the second (after China) fastest growing automobile market in the world in that
year. According to the Society of Indian Automobile Manufacturers, annual vehicle sales
are projected to increase to 4 million by 2015, no longer 5 million as previously
projected.

The majority of India's car manufacturing industry is based around three clusters in the
south, west and north. The southern cluster consisting of Chennai is the biggest with
35% of the revenue share. Chennai accounts for 60% of the country's automotive
exports. Gurgaon and Manesar in Haryana form the northern cluster where the
country's largest car manufacturer, Maruti Suzuki, is based. The chakan corridor near
Pune, Maharashtra is the western cluster with companies like General
Motors, Volkswagen, Skoda, Mahindra and Mahindra, Tata motors , Mercedes
Benz, Land Rover, Jaguar Cars, Fiat and Force Motors having assembly plants in the
area. In 2011, there were 3,695 factories producing automotive parts in all of India. The

7
 average firm made US$6 million in annual revenue with profits close to US$400
thousand.

The automobiles sector is divided into four segments two-wheelers (mopeds,

scooters, motorcycles, electric two-wheelers), passenger vehicles (passenger cars,
utility vehicles, multi-purpose vehicles), commercial vehicles (light and medium-heavy
vehicles), and three wheelers (passenger carriers and good carriers).
The industry is one of the key drivers of economic growth of the nation. Since the
relicensing of the sector in 1991 and the subsequent opening up of 100 percent FDI
through automatic route, Indian automobile sector has come a long way. Today, almost
every global auto major has set up facilities in the country.
The world standings for the Indian automobile sector, as per the Confederation of Indian
Industry, are as follows:
Largest three-wheeler market
Second largest two-wheeler market
Tenth largest passenger car market
Fourth largest tractor market
Fifth largest commercial vehicle market
Fifth largest bus and truck segment

8
 COMPANY PROFILE OF HYUNDAI AUTO MOBILE:-

Chung Ju-Yung founded the Hyundai Engineering and Construction Company in 1947.
Hyundai Motor Company was later established in 1967. The company's first model,
the Cortina, was released in cooperation with Ford Motor Company in 1968. When
Hyundai wanted to develop their own car, they hired George Turnbull, the former
Managing Director of Austin Morris at British Leyland. He in turn hired five other top
British car engineers. They were Kenneth Barnett body design, engineers John
Simpson and Edward Chapman, John Crosthwaite ex-BRM as engineer and Peter
Slater as chief development engineer. Exports began in the following year
to Ecuador and soon thereafter to the Benelux countries.

In 1984, Hyundai exported the Pony to Canada, but not to the United States, because
the Pony didn't pass emissions standards there. Canadian sales greatly exceeded
expectations, and it was at one point the top-selling car on the Canadian market. In
1985, the one millionth Hyundai cars were built.

In 1986, Hyundai began to sell cars in the United States, and the Excel was nominated
as "Best Product 10" by Fortune magazine, largely because of its affordability. The
company began to produce models with its own technology in 1988, beginning with the
midsize Sonata.

Chung Ju Yung transferred leadership of Hyundai Motor to his son, Chung Mong Koo,
in 1999. Hyundai's parent company, Hyundai Motor Group, invested heavily in the
quality, design, manufacturing, and long-term research of its vehicles. It added a 10-

9
year or 100,000-mile (160,000 km) warranty to cars sold in the United States and
launched an aggressive marketing campaign.

In 2004, Hyundai was ranked second in "initial quality" in a survey/study by J.D. Power
and Associates. Hyundai is now one of the top 100 most valuable brands worldwide.
Since 2002, Hyundai has also been one of the worldwide official sponsors of the FIFA
World Cup.

In 2006, the South Korean government initiated an investigation of Chung Mong Koo's
practices as head of Hyundai, suspecting him of corruption. On 28 April 2006, Chung
was arrested, and charged for embezzlement of 100 billion South Korean
won (US$106 million). As a result, Hyundai Vice Chairman and CEO, Kim Dong-jin,
replaced him as head of the company. On 30 September 2011, Yang Seung Suk
announced his retirement as CEO of Hyundai Motor Co.

When Hyundai Motor Company entered the Indian Automobile Market in 1996
the Hyundai brand was almost unknown throughout India. During the entry of Hyundai
in 1996, there were only five major automobile manufacturers in India,
i.e. Maruti, Hindustan, Premier, Tata and Mahindra. Daewoo had entered the Indian
automobile market with cielo just three years back while Ford, Opel and Honda had
entered less than a year back.

For more than a decade till Hyundai arrived, Maruti Suzuki had a near monopoly over
the passenger cars segment because TELCO and M&M were solely utility and
commercial vehicle manufacturers, while Hindustan and Premier both built outdated and
uncompetitive products.

HMIL's first car, the Hyundai Santro was launched in 23 September 1998 and was a
runaway success. Within a few months of its inception HMIL became the second largest
automobile manufacturer and the largest automobile exporter in India. Hyundai Motor
India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company (HMC),
South Korea and is the largest passenger car exporter and the second largest car
manufacturer in India. HMIL presently markets 6 models of passenger cars across
segments. The A2 segment includes the Santro, i10, eon and the i20, the A3 segment

10
includes the Accent and the fluidic Verna and the fluidic elantra, the A5 segment
includes the Sonata Transform and the SUV segment includes the Santa.

HMILs manufacturing plant near Chennai claims to have the most advanced
production, quality and testing capabilities in the country To cater to rising demand,
HMIL commissioned its second plant in February 2008, which produces an additional
300,000 units per annum, raising HMILs total production capacity to 600,000 units per
annum.

HMC has set up a research and development facility (Hyundai Motor India Engineering -
HMIE) in the cyber city of Hyderabad.

As HMCs global export hub for compact cars, HMIL is the first automotive company in
India to achieve the export of 10 lakh cars in just over a decade. HMIL currently exports
cars to more than 120 countries across EU, Africa, Middle East, Latin America, Asia and
Australia. It has been the number one exporter of passenger cars of the country for the
sixth year in a row.

To support its growth and expansion plans, HMIL currently has a 307 strong dealer
network and 627 strong service points across India, which will see further expansion in
2010. In July 2012, arvind saxena, the Director of Marketing and Sales stepped down
from the position after serving the company for 7 long years.

Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor
Company (HMC), South Korea and is the largest passenger car exporter and the
second largest car manufacturer in India. HMIL presently markets 8 models of
passenger cars across segments. The A2 segment includes the EON, Santro Xing, i10
and the i20, the A3 segment includes the Accent and the Verna, the A5 segment
includes the Sonata Transform and the SUV segment includes the Santa.

HMIL's fully integrated state-of-the-art manufacturing plant near Chennai boasts of the
most advanced production, quality and testing capabilities in the country. To cater to
rising demand, HMIL commissioned its second plant in February 2008, which produces

11
an additional 300,000 units per annum, raising HMILs
Total Production capacity to 60,000 units per annum.

In continuation with its commitment to providing Indian customers with cutting-

edge global technology, HMIL has set up a modern multi-million dollar research and
development facility in the cyber city of Hyderabad. It aims to become a centre of
excellence for automobile engineering and ensure quick
Turnaround time to changing customer needs.

As HMC's global export hub for compact cars, HMIL is the first automotive company in
India to achieve the export of 10 lakh cars in just over a decade. HMIL currently exports
cars to more than 115 countries across EU, Africa, Middle East, Latin America and Asia
Pacific. It has been the number one exporter of passenger car of the country for the
sixth year in a row. To support its growth and expansion plans, HMIL currently has a
336 strong dealer network and 721 strong service points across India, which will see
further expansion in 2011

In 2010, Hyundai Motor Company achieved a significant accomplishment, increasing

global sales by 16.3 percent over 2009, selling 3.61 million vehicles in the midst of
ongoing global economic. In America, the Sonata and Tucson helped push annual sales
to more than 500,000 units for the first time. In China and India the release of
specialized models for the local markets led to sales of 700,000 and 600,000 units,
respectively. In 2011, Hyundai Motor Company has set the goal of increasing internal
competitiveness and reaching 3.9 million sales. We will make this an even more
successful year by maximizing brand value in developed markets and expanding sales
capacity in emerging markets.

Hyundai Motor Company, as it expands on the world stage, completed its sixth
overseas full-cycle production facility in St. Petersburg, Russia, in 2010. The Russian
plant is capable of producing 150,000 cars per year, and will be a stepping-stone for

12
Hyundais expansion in the European market. In China, a third plant with an annual
capacity of 400,000 units is under construction, joining two plants that can make
600,000 cars per year. A Brazil factory, which will be completed in 2012, will solidify
Hyundais position in the largest Latin American market.

Source:

https://www.google.co.in/search?q=sales+growth+of+hyundai+motors&source=univ&tbm=nws&tbo=
u&sa=X&ei=A_lpU_i7K4KPuASCvYCgCg&ved=0CCYQqAI&biw=1366&bih=667&cad=cbv&sei=N_p
pU6TVLJaJuATsqoGYBw1

13
14
GROWTH OF INDUSTRY

Source
https://www.google.co.in/search?q=sales+growth+of+hyundai+motors&source=univ&tbm=n
ws&tbo=u&sa=X&ei=A_lpU_i7K4KPuASCvYCgCg&ved=0CCYQqAI&biw=1366&bih=667&cad=
cbv&sei=N_ppU6TVLJaJuATsqoGYBw1

Constant Six years of growth during Best 100 universal Brands

Hyundai Motor Company was included in 100 Best Global Brands of 2010 published
by the brand consultancy Interbred for the sixth straight year. After joining the 100 best
global brands in 2005 at position 84, Hyundai has steadily increased its position, to 65th
overall in 2010, with a brand value of $5 billion, showing 9.3 percent growth over 2009.
This is an impressive result when compared to a 2.8 percent average in the business
sector. It was possible by Hyundais diverse portfolio and remarkable success in China,
U.S. and emerging markets. Hyundai will continue to push itself to provide even better
service and to improve quality in order to imprint the idea that Hyundai equals to a
global premium brand in our customers minds.

Award winning for Top 10 engines

For the third straight year, U.S. auto publication Wards Auto World picked Hyundais
Tau engine as one of the industrys 10 Best Engines. The current Tau is a direct-
injection engine with a 5,000 cc capacity, greater than the previous 4,600 cc engine,

15
and boasts world-class performance with a maximum torque of 429 HP and maximum
torque of 376 lbft (52.0 kgm). Wards Auto reconfirmed Hyundais core engine
technology and quality in stating the reasons for selection: With the flawless design,
expanded capacity, direct-injection system and remarkable performance, it proved that
Korean cars have grown to a respectable position among the worlds luxury brands.
Going forward, Hyundai will continue to strive in high-efficiency R&D and will
concentrate on technical ability, in order to become an eco-friendly global leader.

Rise to the top in Quality and customer satisfaction in Germany and

America:-

Influential German auto magazine Auto bid gave its highest quality award to Hyundai
Motor Company in 2010, beating out 19 global automakers. The award was based on a
number of criteria, including a durability test, an owner questionnaire and a dealer-blind
test. Hyundais quality was demonstrated in all areas, and we received especially high
scores in the 100,000-kilometer driving durability test and the service and maintenance
fields.
Also in 2010 the Accent was selected for first place among small cars in the Initial
Quality Study (IQS) published by the U.S. market research firm J.D. Power. Among
medium-sized cars, the Elantra won third place for Best in Class. The Sonata and
Genesis were each fourth in their class, and the Tucson rose to fifth. Most Hyundai was
evaluated by J.D. Power scored in the Top Five.

16
The Santa Fe was selected as the 2011 Top Safety Pick by the U.S. Insurance Institute for
Highway Safety (IIHS). The IIHS, which is a trusted authority in safety evaluation, granted a
Good ranking, the top rating, to the Santa Fe in all safety tests for frontal, side and rear
collisions and roof safety. In addition, the Tucson obtained the top score of five stars in the new-
car safety evaluation of Euro NCAP Because our leading level of safety has been recognized by
international authorities, we expect that the trust placed in Hyundai cars, not only by the U.S.
and European markets but around the world, will only increase.

17
MAJOR PLAYERS

BMW India: 1 Series, 3 Series, 5 Series, X1, X3.

Fiat India. Grande Punto, Linea.

Ford India: Figo, Fiesta Classic, Fiesta, Ecosport, Endeavour.

General Motors India

Chevrolet: Spark, Beat, Aveo U-VA, Sail, Aveo, Optra ,cruze,Tavera.

Honda Cars India Limited: Brio, Jazz, Amaze, City, Civic, CR-V, Accord.

Hyundai Motor India: Eon, Santro, i10, i20, Accent, Verna, Elentra, Sonata.

Mercedes-Benz India: C-Class, E-Class, M-Class, GL-Class, S-Class.

Mitsubishi (in collaboration with Hindustan Motors): Lancer, Lancer Cedia, Pajero.

Nissan Motor India: Micra, Sunny, Dacia Duster.

Renault India: Pulse, Duster,flence

Toyota Kirloskar: Etios Liva, Etios, Corolla Altis, Innova, Fortuner,Camry.

Volkswagen Group Sales India:

Audi India: A4, A6, Q3, Q5, Q7.
Skoda Auto India: Fabia, Rapid, Laura, Yeti, Superb.
Volkswagen India: Polo, Vento, Jetta

18
19
LITERATURE REVIEW

Purpose:

The literature review provides valuable insight and help in deciding the issue on
which data has to be collected. Here one source will lead to another. The sources that
are collected should be relevant and well conversant with the theories and records. The
review of literature provides guidance in removing the gaps in the theories or whether
the existing studies relevant to the problems under study are inconsistent with each
other. The study on problem provide the difficulties which are present in the existing
study and to wash out such difficulties it becomes necessary to go for literature review.

CUSTOMER SATISFACTION:
Definition

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four perspectives of a Balanced
Scorecard.

In a competitive market place where businesses compete for customers,

customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.

Organizations are increasingly interested in retaining existing customers while

targeting non-customers; measuring customer satisfaction provides an indication of how
successful the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a number of
both psychological and physical variables which correlate with satisfaction behaviors

20
such as return and recommend rate. The level of satisfaction can also vary depending
on other options the customer may have and other products against which the customer
can compare the organization's products.

Because satisfaction is basically a psychological state, care should be taken in

the effort of quantitative measurement, although a large quantity of research in this area
has recently been developed. Work done between 1990 and 1998 defined ten 'Quality
Values' which influence satisfaction and expanded by Berry in 2002 and known as the
ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value,
Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork,
Front line Service Behaviors, Commitment to the Customer and Innovation. These
factors are emphasized for continuous improvement and organizational change
measurement and are most often utilized to develop the architecture for satisfaction
measurement as an integrated model.

The usual measures of customer satisfaction involve a survey with a set of

statements using a Likert Technique or scale. The customer is asked to evaluate each
statement and in term of their perception and expectation of the performance of the
organization being measured.

21
 Chapter2

PRIMARY STUDY

22
Research Methodology

Meaning:

Research Methodology is the systematic design, collection, analysis and reporting of

data and findings, relevant to appraisal specific personnel situation facing the company.
Research Methodology describes the research procedure. This research procedure
covers the following points:

Research design
Data collection method
Sampling plan

2.1 Primary Objective:

To carry out a customer satisfaction survey to know the perception of customers and
thereby help in increase the sales and market share of Hyundai Down Town Sales &
Service.

Secondary Objectives:

1. To know the satisfaction level of the present customers

2. To know the satisfaction of the present customers regarding the after sales
service.

3. To know the various sources through which customer largely avail finance for
the purchase of the vehicle

4. To know the customers viewpoint regarding the employees of the company

and their performance.

23
2.2 Research Design:

It is an overall framework of project that indicates what information to be collected from

which sources and by which procedures.

It is also the plan, structure, and strategy of investigation conceived so as to obtain

answers to research questions and to control variance.

1. Exploratory Stage

The first stage in research design is exploration of current situation. In this stage
clarification of the specific problem is identified. How will I come to know about
problem statement? Answer is I will go through secondary data of the company. Also
I will go through internal database of the company. For more information about that I
will also go through literature review with that regard. I will talk to the management
and I will also go through previous research if any.

Why Exploration?

One of the reasons is that the area of my investigation is new; this is my first
study of investigation.

Here company does not have any clarity about the problem statement. What
should be researched what should be not?
Also due to time constrains, it saves time because it help me to clarify the
situation more precisely.

24
 2. Descriptive studies:

In this project, Descriptive and cross-sectional research design will be used because
it describes the phenomena under study and recommendations / findings are specific
under this study.

Descriptive studies are undertaken in many circumstances. When the researcher is

interested in knowing the characteristics of certain group such as age, sex, educational
level, occupation or income, a descriptive study may be necessary.
Other cases when a descriptive study could be taken up are when he is interested in
knowing the proportion of people in a given population who have behave in a particular
manner, making projections of a certain thing: or determining the relationship between
two of more variables. The objective of such studies is to answer who, what, when,
where, and way of the subject under investigation. Descriptive studies can be complex,
demanding a high degree of scientific skill on the part of the researcher.

Descriptive studies can be divided into two broad categories cross-sectional and
longitudinal. Researcher frequently uses them.

3. Cross-Sectional Studies:
Cross-sectional studies are carried out once and selected, as the research will be
carried out in a particular time only.

A cross-sectional study is concern with a sample of element from a given population.

Thus it may deal with household dealers, retail store or other entities. Cross-sectional
studies are two types field studies & survey method. Although the distinction
between them is not clear-cut, there are some practical difference, which needs
different technique and skill.

25
2.3 Data Collection Method:
Data Sources:

1. Primary Data:

Utilizing the information from the Secondary data, questionnaire will be prepared to
study the investors behavior. Primary data will be collected directly from the
respondents to solve the current problem.

2. Secondary Data:

Secondary data will be collected from many sources like companys report and
magazines.

Research Approach:

Survey method will be adopted to gather the primary data. This survey include face-to-
face filling up of the questionnaires and interviews of the respondents.

Research Instrument:
The most effective research instrument for data collection is questionnaire, for this
study the structured questionnaire will be used. This questionnaire will be administered
through face-to-face interviews.

Pre-testing of questionnaire:
It is necessary to check the questionnaire, before actual research is done. Therefore
pilot testing is done. In this case, pilot testing will be done for 10 respondents. And
based on the feedback, the questionnaire was fine-tuned.

26
2.4 Sampling Plan:-

Sampling Design and Sampling Method:

In this study, we will use non-probability sampling design and the sampling method
employed is Convenience Sampling because of money constraints.

i. Define the Target population

-Element: Potential Customer and sales Executive of Hyundai Down TownBaroda.

-Sampling Unit: Visitors and sales Executive of Hyundai Down Town Baroda.

-Extent: Whole Baroda city.

ii. Select sampling techniques: We will use Non-probability Convenience. This has
been done instead of pure random sampling method (Probability Sampling) because of
time and money constraints.

iii. Execution of sampling process: We will collect data from people who visited
Hyundai down Town Baroda through filling up of questionnaire.

Sample size 100

27
 Chapter3

DATA ANALYSIS

&

INTERPRETATION

28
Q.1 Do you have a car?

Frequency Percent

Yes 100 100.0

Yes

100%

Interpretation

We can see that from the above table and graphs that out of 100 respondents (100%),
they have already purchased the car and having the car.

29
Q.2 Do you have Hyundai car?

Frequency Percent

Yes 100 100.0

Yes

100%

Interpretation

We can see that from the above table and pie chart that out of 100 respondent 100%
people are present users of Hyundai car.

30
Q.3 Which Model of Hyundai do you own currently?

Hyundai EON

Frequency Percent

No 89 89.0

Yes 11 11.0

Total 100 100.0

Hyundai Eon

Yes
11%

No
89%

Interpretation

We can see that from the above table and graphs that out of 100 respondents major
amount of 100% purchase the Hyundai car. 100% has Car in Model are Available with
Hyundai Eon. 11% People Buy and 89% people were not having the EON car.

So, we can interpret that 11% People are having Hyundai Eon car in vadodara region.

31
Q.3 Which Model of Hyundai do you own currently?

Hyundai Santro Xing

Frequency Percent

No 89 89.0

Yes 11 11.0

Total 100 100.0

Santro Xing

Yes
11%

No
89%

Interpretation

We can see that from the above table and graphs that out of 100 respondents 11%
People are having the santro car and 89% people not having.

So, we can interpret that 11% Hyundai Santro Xing car are sold in Vadodara region.

32
Q.3 Which Model of Hyundai do you own currently?

Hyundai i10

Frequency Percent

No 80 80.0

Yes 20 20.0

Total 100 100.0

Hyundai i10

Yes
20%

No
80%

Interpretation

We can see that from the above table and graphs that out of 100 respondents 20%
respondent are having the car and 80% people are not having the Hyundai i10 car.

So, we can interpret that 20% People are having i10 in Vadodara region.

33
Q.3 Which Model of Hyundai do you own currently?

Hyundai i20

Frequency Percent

No 84 84.0

Yes 16 16.0

Total 100 100.0

Hyundai i20

Yes
16%

No
84%

Interpretation

We can see that from the above table and graphs that out of 100 respondents
16% People are having the Hyundai i20 and 84% people not buy.

So, we can interpret that 16% Hyundai i20 car sold are in Vadodara region.

34
Q.3 Which Model of Hyundai do you own currently?

Hyundai Getz

Frequency Percent

No 93 93.0

Yes 7 7.0

Total 100 100.0

Hyundai Getz
Yes
7%

No
93%

Interpretation

We can see that from the above table and graphs that out of 100 only 7% had
purchased Hyundai getz and 93% people are not having.

So, we can interpret that 7% Hyundai Getz car sold are in Vadodara region.

35
Q.3 Which Model of Hyundai do you own currently?

Hyundai Accent

Frequency Percent

No 89 86.0

Yes 11 14.0

Total 100 100.0

Hyundai Accent

yes
11%

no
89%

Interpretation

We can see that from the above table and graphs that out of 100
respondents 11% had purchased the accent car and 89% people not buy.

So, we can interpret that 11% People Hyundai Getz car sold are in Vadodara region.

36
Q.3 Which Model of Hyundai do you own currently?

Hyundai Verna

Frequency Percent

No 82 82.0

Yes 18 18.0

Total 100 100.0

Hyundai Verna

Yes
18%

No
82%

Interpretation

We can see that from the above table and graphs that out of 100
respondents 18% People Buy and 82% people are not having the verna model.

So, we can interpret that 18% Hyundai Verna car sold are in Vadodara region.

37
Q.3 Which Model of Hyundai do you own currently?

Hyundai Sonata

Frequency Percent

No 97 97.0

Yes 3 3.0

Total 100 100.0

Hyundai Sonata
Yes
3%

No
97%

Interpretation

We can see that from the above table and graphs that out of 100
respondents Only 3% People had purchased the sonata model and 97% people not
having this model, because the car is Preferred by Luxurious People Only.

So, we can interpret that only 3% People Hyundai Sonata car sold are in Vadodara
region.

38
Q.3Which Model of Hyundai do you own currently?

Hyundai Santa Fe

Frequency Percent

No 97 97.0

Yes 3 3.0

Total 100 100.0

Hyundai Santa Fe
Yes
3%

No
97%

Interpretation

We can see that from the above table and graphs that out of 100
respondents Only3% People Buy and 97% people not having the Santa fe model,
because the car is too Luxurious.

So, we can interpret that only 3% People Hyundai Santa Fe car sold are in Vadodara
region.

39
Q.4 How Many Hyundai Cars do you own presently?

Frequency Percent

One 100 100.0

Presently

100%

Interpretation

We can see that from the above table and Pie chart that out of 100 respondent people
has purchase The Hyundai Car.

So, 100 Hyundai cars owner has in 100 has one Hyundai car.

40
Q.5 for what purposes have you purchased the car / using the vehicle presently?

Frequency Percent

Personal use 4 4.0

Business Use 44 44.0

Both 36 36.0

Family Use 16 16.0

Total 100 100.0

Purpose
Family Use
Personal use
16%
4%

Business Use
44%
Both
36%

Interpretation

We can see that from the above table and pie chart that out of 100
respondents all 100% Owners has Some Use like for Personal Use, Business Use, &
Family Use. We can also see the 100 respondent in 4% is use for personal Use, 16% is
Family Use & 44% is Business Use, 36% is Both Use. It is the very useful car.

41
Q.6How did you finance the vehicle you purchase?

Frequency Percent

Full Payment 7 7.0

(Cash)

Bank 87 87.0

Finance

Privet finance 6 6.0

Total 100 100.0

Finance
Full Payment
Privet finance
( Cash)
6%
7%

Bank Finance
87%

Interpretation

The above table and Pie Chart that respondent has purchase by CASH Payment and
some owners have purchased by Hyundai Motor 7% Cash Payment, Bank Finance
87%, and Private Finance 6%.

So, Here Hyundai Motor by has given the choice of customer How to Purchase the car
Cash Payment, Bank Loan, Private Finance. It is useful and important to customer. So
Hyundai Company has provide good preference options for the buying a Hyundai cars.

42
Q.7Since how long you have Hyundai Car?

Frequency Percent

Less than 1 41 41.0

Year

1 Year to 2 41 41.0
Years

More than 2 14 14.0

Years

More than 5 4 4.0

Years

Total 100 100.0

Time period of Usage

More than 5 Years
More than 2 Years
14% 4%
Less than 1 Year
41%

1 Year to 2 Years
41%

Interpretation

We can see the from 100 respondent 14% is using from more than 2 years till to
today, 41% Less than 1 year , 41% is using from 1 to 2 years, 4% more than 5 year .
From this we can conclude that the Hyundai Company is getting satisfactory response
from the customers

43
Q.8.From which Medium did you comes to know about the vehicle?

Frequency Percent

Auto Fair 6 6.0

Magazines 9 9.0

Pamphlets 6 6.0

Demo 8 8.0

Personal Experience 35 35.0

Telephone Enquiry 3 3.0

News papers 4 4.0

Friends & Relatives 25 25.0

Test Drive 4 4.0

Total 100 100.0

Auto Fair
Friends & Medium
Test Drive 6%
Relatives Magazines
4% 9%
25%
Pamphlets
News papers 6%
4%

Personal
Experience
35% Demo
8%
Telephone
Enquiry
3%

44
Interpretation

From the respondents list many customers are friends & Relatives suggested by
purchase and most the customers are having personal Experience by Hyundai car.
Here 5% Customer are Attracted by their Personal Experience, 8% are Attract by Demo
of different Hyundai model, 6% to Attract to Pamphlets, 9% to Attract to Magazines, 6%
to Attract to Auto Fair, 4% are Attracted to Test Drive, 25% are Attracted by Friend &
Relatives, 4% are Attracted by News Papers and 3% are Attracted by Telephonic
Enquiry of Purchase of Hyundai Cars.

So, major medium which are used by company that are in News Papers by
giving the attractive cars offer, pictures in pamphlets by advertising, Demo station etc.

45
Q.9 Please rate the Feature of your car?

Price

Frequency Percent

Neutral 2 2.0

Good 19 19.0

Very Good 79 79.0

Total 100 100.0

Price
Neutral
2%
Good
19%

Very Good
79%

Interpretation

We can see that from the above table and pie chart, 100 respondents have
Given rate to Price feature are 79% customer to say Very Good, 19% customer to say
Good and 2% customer to say Neutral Of Hyundai Car.

46
Q.9 Please rate the Feature of your car?

Mileage

Frequency Percent

Neutral 8 2.0

Good 16 9.0

Very Good 76 89.0

Total 100 100.0

Mileage
Neutral
8%

Good
16%

Very Good
76%

Interpretation

We can see that from the above table and pie chart 100 respondents have
given rate to Mileage feature, 76% customer to say Very Good, 16% customer to say
Good and 8% customer to say Neutral of Hyundai Car.

47
Q.9 Please rate the Feature of your car?

Looks/Features

Frequency Percent

Neutral 8 2.0

Good 16 9.0

Very Good 76 89.0

Total 100 100.0

Looks/Features
Neutral Good
2% 9%

Very Good
89%

Interpretation

We can see that from the above table and pie chart 100 respondent have
Given rate to the Feature/Looks feature are 89% customer to say Very Good, 9%
customer to say good and 2% customer to say Neutral of Hyundai Car.

48
Q.9 Please rate the Feature of your car?

Pick-up

Frequency Percent

Good 8 8.0

Very Good 92 92.0

Total 100 100.0

Pick-up
Good
8%

Very Good
92%

Interpretation

We can see that from the above table and pie chart that, 100 respondents have
given rate to the Pick-up feature are 92% customers to say Very Good, 8% customer to
say Good of Hyundai Car.

49
Q.9 Please rate the Feature of your car?

Interior

Frequency Percent

Neutral 4 4.0

Good 23 23.0

Very Good 73 73.0

Total 100 100.0

Interior
Neutral
4%
Good
23%

Very Good
73%

Interpretation

We can see that from the above table and pie chart 100 respondent have Given
to rate the Interior feature are 73% customer to say Very Good, 23% customer to say
Good and 4% customer to say Neutral Of Hyundai Car.

50
Q.9 Please rate the Feature of your car?

Assurance

Frequency Percent

Good 8 8.0

Very Good 92 92.0

Total 100 100.0

Assurance
Good
8%

Very Good
92%

Interpretation

We can see that from the above table and pie chart that 100 respondent have
Given rate to the Assurance feature are 92% customer to say Very Good, 8% customer
to say Good Of Hyundai Car.

51
Q.9 Please rate the Feature of your car?

Overall Performance

Frequency Percent

Good 4 4.0

Very Good 96 96.0

Total 100 100.0

Overall Performance
Good
4%

Very Good
96%

Interpretation

We can see that from the above table and pie chart that 100 respondent have
Given rate to the Overall Performance feature are 96% customer to say Very Good, 4%
customer to say Good Of Hyundai Car.

52
Q.10Please rates the Service Features of Hyundai Down Town motors Vadodara?

Availability of Models

Frequency Percent

Good 2 2

Very Good 98 98

Total 100 100

Availability of Models
Good
2%

Very Good
98%

Interpretation

We can see that from the above table and pie chart that 100 respondent have
Given rate to the Availability of Models Showroom feature are 98% customer to say
Very Good, 2% customer to say Good of Hyundai Car.

53
Q.10 Please rate the Showroom Service Features of Hyundai Down Town motors
Vadodara?

Showroom Interior Environment

Frequency Percent

Neutral 1 1.0

Good 4 4.0

Very Good 95 95.0

Total 100 100.0

Showroom Interior Enviornment

Neutral Good
1% 4%

Very Good
95%

Interpretation

We can see that from the above table and pie chart that 100 respondent have
Given rate to the Showroom interior Showroom Environment feature are 95% customer
to say Very Good, 4% customer to say good and 1% customer to say Neutral Of
Hyundai Car.

54
Q.10 Please rate the Showroom Service Features of Hyundai Down Town motors
Vadodara?

Knowledge of Staff

Frequency Percent

Good 8 8.0

Very Good 92 92.0

Total 100 100.0

Knowledge of Staff
Good
8%

Very Good
92%

Interpretation

We can see that from the above table and pie chart that 100 respondent have
Given rate to the Knowledge of Staff Showroom feature are 92% customer to say Very
Good, 8% customer to say Good of Hyundai Car.

55
Q.10 Please rate the Showroom Service Features of Hyundai Down Town motors
Vadodara?

After Sales Service

Frequency Percent

Neutral 6 6.0

Good 19 19.0

Very Good 75 75.0

Total 100 100.0

After Sales Service Neutral

6%
Good
19%

Very Good
75%

Interpretation

We can see that from the above table and pie chart that 100 respondent
have Given the rate to After Sales Service Showroom feature are 75% customer to say
Very Good, 19% customer to say good and 6% customer to say Neutral of Hyundai Car.

56
Q.10 Please rate the Showroom Service Features of Hyundai Down Town motors
Vadodara?

Timely Service

Frequency Percent

Neutral 10 10.0

Good 22 22.0

Very Good 68 68.0

Total 100 100.0

Timely Service Neutral

10% Good
22%

Very Good
68%

Interpretation

We can see that from the above table and pie chart that 100 respondent
have Given the rate to Timely Service Showroom feature are 68% customer to say Very
Good, 22% customer to say good and 10% customer to say Neutral Of Hyundai Car.

57
Q.10 Please rate the Showroom Service Features of Hyundai Down Town motors
Vadodara?

Delivery time

Frequency Percent

Neutral 13 13.0

Good 31 31.0

Very Good 56 56.0

Total 100 100.0

Delivery Time Neutral

13%

Good
Very Good 31%
56%

Interpretation

We can see that from the above table and pie chart that 100 respondent
have Given rate to Delivery Time Showroom feature are 56% customer to say Very
Good, 31% customer to say good and 13% customer to say Neutral of Hyundai Car.

58
Q.10 Please rate the Showroom Service Features of Hyundai Down Town motors
Vadodara?

Test Ride Facility

Frequency Percent

Neutral 4 4.0

Good 16 16.0

Very Good 80 80.0

Total 100 100.0

Test Ride Facility Neutral

4%

Good
16%

Very Good
80%

Interpretation

We can see that from the above table and pie chart that 100 respondent
have Given rate to the Test Ride facility Showroom feature are 80% customer to say
Very Good, 16% customer to say Good and 4% customer to say Neutral Of Hyundai
Car.

59
Q.11 did you like to purchase another vehicle in future from Hyundai Down Town
motors Vadodara?

Frequency Percent

Yes 75 75.0

No 25 25.0

Total 100 100.0

Purchse in Future

No
25%

Yes
75%

Interpretation

We can see that from the above table and a Pie chart that out of 100
respondent 75% Owners are ready to purchase car from Hyundai Down Town motors
Vadodara and 25% owners are not interest or dont like purchase from the Down Town
motors Vadodara.

60
Q.12 did you Suggest others to Purchase vehicle from Hyundai Down Town
motors Vadodara?

Frequency Percent

Yes 97 97.0

No 3 3.0

Total 100 100.0

No Suggest
3%

Yes
97%

Interpretation

We can see that from the above table and a pie Chart that out of 100
respondents some customers are satisfied with Down Town motors and some are not.
The customer who have purchased the Hyundai Car from Down Town motors and will
suggest others to buy is 97% and 3% will not suggest purchasing Hyundai Cars

61
Q.13 Please select your Age Group?

Age Group:-

Frequency Percent

Below 20 Years 1 1.0

20 to 25 Years 9 9.0

26 to 30 Years 34 34.0

31 to 40 Years 42 42.0

41 to 50 Years 11 11.0

50 Years & above 3 3.0

Total 100 100.0

Age group
50 Years & above Below 20 Years
3% 1% 20 to 25 Years
41 to 50 Years 9%
11%
26 to 30
Years
31 to 40 Years 34%
42%

Interpretation

Age Group which are included are (Below 20 years 1%, 20 to 25 years 9%, 26
to 30 years 34%,31 to 40 Years 42%,41 to 50 Years 11% and 50 years & Above 3%.)
Are the age groups who have purchased the cars from Hyundai Down Town motors
Vadodara.

62
Q.14 Select your Gender:-

Gender

Frequency Percent

Male 100 100.0

Male

100%

Interpretation

100% are male who have purchased the Hyundai Car from Hyundai Down
Town motors Vadodara.

63
Q.15 Select your Marital Status:-

Frequency Percent

Married 87 87.0

Unmarried 13 13.0

Total 100 100.0

Marital Status
Unmarried
13%

Married
87%

Interpretation

From above table we can conclude that 87% respondent are Married and
13% are unmarried

64
Q.16 Please choose your present occupation?

Frequency Percent

Student 1 1.0

Professional 2 2.0

Business person 61 61.0

Retired 4 4.0

Govt Service 6 6.0

Self Employee 16 16.0

Service 10 10.0

Total 100 100.0

Service Student
10% Occupation 1%
Professional
Self Employee 2%
16%

Govt Service
6%

Business
Retired
person
4%
61%

Interpretation

We can see that from the above table and a graph that out of 100 respondent the
occupation recorded was that Professional 3%, Business Person 61%, Retired 4%,
Govt. Service 6%, Self Employed 16%, Service 10% and 1% Student.) So, Here 100
respondent in which people involved in which occupation are given by in per.

65
Q. 17In which Income groups you belong income (Monthly)?

Frequency Percent

Less than 5,000 1 1.0

From 5001 to 10,000 2 2.0

From 10,001 to20,000 15 15.0

From 20,001 to 30,000 23 23.0

From 30,001 to 40,000 41 41.0

From 40,001 to 50,000 2 2.0

More than 50,000 3 3.0

Can not Disclose 13 13.0

Total 100 100.0

Less than
Can not Disclose
More than 13%
Income 5,000 From 5001 to
50,000 1% 10,000
3% 2%
From 10,001 to
From 40,001 to 20,000
50,000 15%
2%

From 20,001 to
30,000
From 30,001 to
23%
40,000
41%

Interpretation

Here, given to salary part of group is in between (From Less Than 5000 1%, from
50001 to 10,000 2%, from to 10,001 to 20,000 15%, from to 20,001 to 30,000 23%,
30,001 to 40,000 41%, 40,001 to 50,000 2% and more Than 50,000 3% people income.

66
 Chapter-4

Results and Findings

67
 Hyundai EON

We can see that out of 100 respondents major of 100% purchase the Hyundai car. 11%
People Buy and 89% people not buy.

So, we can interpret that 11% People Hyundai Eon car sold are in vadodara region.

Hyundai Santro Xing

We can see that out of 100 respondents major of 100% purchases the Hyundai car.
100% has Car in Model are Available with Hyundai Santro Xing. 11% People Buy and
89% people have not purchased.

So, we can interpret that 11% People Hyundai Santro Xing car sold are in Vadodara
region.

Hyundai i10

We can see that that out of 100 respondents major amount of 100% purchase the
Hyundai car. 20% People have purchased and 80% people have not purchased.

So, we can interpret that 20% People Hyundai i1o car sold are in Vadodara region.

Hyundai i20

We can see that out of 100 respondents major amount of 100% purchase the Hyundai
car. 16% People have purchased and 84% people have not purchased.

Hyundai Getz

We can see that out of 100 respondents only 7% People have purchased and 93%
people have not purchased.

So, we can interpret that 7% People Hyundai Getz car sold are in Vadodara region

68
Hyundai Verna

We can see that from the above table and graphs that out of 100 respondents major
amount of 100% purchase the Hyundai car. 100% has Car in Model are Available with
Hyundai Verna. And 18% People have purchased and 82% people have not purchased.

So, we can interpret that 18% People Hyundai Verna car sold are in Vadodara region

Hyundai Sonata

We can see that out of 100 respondents only 3% People have purchased and 97%
people have not purchased, because the car is too luxurious People Preferred Only.

So, we can interpret that only 3% People Hyundai Sonata car sold are in Vadodara
region.

Hyundai Santa Fe

We can see that out of 100 respondents major amount of 100% purchase the Hyundai
car. Only 3% People have purchased and 97% people not, because the car is a
Luxurious People Preferred so it is interpreted that only 3% People Hyundai Santa Fe
car sold are in Vadodara region.

4. 100 Hyundai cars owner has in 100 has one Hyundai car.

5.We can see that out of 100 respondent 100% people has purchase The Hyundai Car
Owners has Some is Uses of by for Personal Use, Business Use, & Family Use. We
can also see the 100 respondent in 4% is use for personal Use, 16% is Family Use &
44% is Business Use, 36% is Both Use. It is the very useful car and all type work in
situation.

6. out of 100 respondent 100% people has purchase The Hyundai car and it is
purchased by CASH Payment and some owners are the other way it is given by Here,
Hyundai Motor 7% Cash Payment, Bank Finance 87%,Private Finance 6%.

So, Here Hyundai Motor by has given the choice of customer How to Purchase the car
Cash Payment, Bank Loan, Private Finance. It is by the customer is easy to purchase

69
the car. It is useful and important to customer. So Hyundai Company has provide good
preference options for the buying a Hyundai cars.

7. We can see that out of 100 respondents 100% people had purchased Hyundai Cars.

We can see that 14% is more than 2 years till today, 41% Less than 1 year till to use,
41% is 1 year to 2 years, 4% more than 5 year till to use.

8. We can see that out of 100 respondents 100% people has purchase the Hyundai
Cars. So many customers are friends &Relatives suggested by purchase and most the
customers are personal Experience by Hyundai car. Here Customer 35% to Attract to
Personal Experience, 8% to Attract to Demo, 6% to Attract to Pamphlets, 9% to Attract
to Magazines, 6% to Attract to Auto Fair, 4% to Attract to Test Drive, 25% to Attract to
Friend & Relatives, 4% to Attract to News Papers and 3% to Attract to Telephonic
Enquiry of Purchase of Hyundai Cars.

So, major medium which are used by company that are News Papers in given to
attractive cars offer, pictures in pamphlets by advertising, Demo station etc.

9. We can see that out of 100 respondent 100% people or customer are to Give the rate
the Price feature are 79% customer to say Very Good, 19% customer to say Good and
2% customer to say Neutral Of Hyundai Car.

Mileage

We can see that out of 100 respondent 100% people or customer are to Give the rate
the Mileage feature are 76% customer to say Very Good, 16% customer to say Good
and 8% customer to say Neutral Of Hyundai Car.

Looks/Features

We can see that out of 100 respondent 100% people or customer are to Give the rate
the Feature/Looks feature are 89% customer to say Very Good, 9% customer to say
Good and 2% customer to say Neutral Of Hyundai Car.

70
Pick-up

We can see that that out of 100 respondent 100% people or customer are to Give the
rate the Pick-up feature are 92% customer to say Very Good, 8% customer to say Good
Of Hyundai Car.

Interior

We can see that 100 respondent 100% people or customer are to Give the rate the
Interior feature are 73% customer to say Very Good, 23% customer to say Good and
4% customer to say Neutral Of Hyundai Car.

Assurance

We can see that 100 respondent 100% people or customer are to Give the rate the
Assurance feature are 92% customer to say Very Good, 8% customer to say Good Of
Hyundai Car.

Overall Performance

We can see that 100 respondent 100% people or customer are to Give the rate the
Overall Performance feature are 96% customer to say Very Good, 4% customer to say
Good Of Hyundai Car.

10. Availability of Models:

We can see that 100 respondent 100% people or customer are to Give the rate the
Availability of Models Showroom feature are 98% customer to say Very Good, 2%
customer to say Good of Hyundai Car.

Showroom Interior Environment

We can see that 100 respondent 100% people or customer are to Give the rate the
Showroom interior Showroom Environment feature are 95% customer to say Very
Good, 4% customer to say Good and 1% customer to say Neutral Of Hyundai Car.

71
Knowledge of Staff

We can see that out of 100 respondent 100% people or customer are to Give the rate
the Knowledge of Staff Showroom feature are 92% customer to say Very Good, 8%
customer to say Good of Hyundai Car.

After Sales Service

We can see that out of 100 respondent 100% people or customer are to Give the rate
the After Sales Service Showroom feature are 75% customer to say Very Good, 19%
customer to say Good and 6% customer to say Neutral Of Hyundai Car.

Timely Service

We can see that out of 100 respondent 100% people or customer are to Give the rate
the Timely Service Showroom feature are 68% customer to say Very Good, 22%
customer to say Good and 10% customer to say Neutral Of Hyundai Car.

Delivery time

We can see that out of 100 respondent 100% people or customer are to Give the rate
the Delivery Time Showroom feature are 56% customer to say Very Good, 31%
customer to say Good and 13% customer to say Neutral Of Hyundai Car.

Test Ride Facility

We can see that out of 100 respondent 100% people or customer are to Give the rate
the Test Ride facility Showroom feature are 80% customer to say Very Good, 16%
customer to say Good and 4% customer to say Neutral Of Hyundai Car.

11. Out of 100 respondent 100% people has purchase the Hyundai Car purchase. And
all in 75% Owners are like the purchase from Hyundai Down Town motors Vadodara
and 25% owners are not interest or dont like purchase from the Down Town motors
Vadodara.

12. We can see that out of 100 respondent 100% people has purchase the Hyundai
Car purchase. In this 100% are purchase the Hyundai Car from Down Town motors

72
 Vadodara. So, some customer are satisfied with Down Town motors And some are not.
But properly purchase and suggest to other from purchase the Hyundai Car by Down
Town motors is 97% and 3% are not Suggest for purchase of Hyundai Cars because
some reasons are involved

13. Age Group:-

We can see that from the above table and a Pie Chart that out of 100 respondent 100%
people has purchase the Hyundai Car purchase. All result in how many Person Which
Age Group in it is here (Below 20 years 1%, 20 to 25 years 9%, 26 to 30 years 34%,31
to 40 Years 42%,41 to 50 Years 11% and 50 years & Above 3%.) are Age group
Purchase the cars from Hyundai Down Town motors Vadodara

Gender:-

Out of 100 respondent 100% people has purchase The Hyundai Car purchase. 100%
People in male purchase the Hyundai Car from Hyundai Down Town motors Vadodara.

Out of 100 respondent 100% people have purchase The Hyundai Car purchase 100%
in some Person are married and unmarried.

87% are cars owners married and 13% are not married people.

People had purchased The Hyundai Car. Its Professional 3%, Business Person 61%,
Retired 4%, Govt Service 6%, Self Employed 16%, Service 10% and 1% Student.)
So, Here 100 respondent in which people involved in which occupation are given by in
per.

We can see that out of 100 respondent 100% people has purchase The Hyundai Car.
Here, given to salary part of group in between (From Less Than 5000 1%, from 50001
to 10,000 2%, from to 10,001 to 20,000 15%, from to 20,001 to 30,000 23%, 30,001 to
40,000 41%, 40,001 to 50,000 2% and more Than 50,000 3% people income.

73
 Chapter-5

Limitations of the Study

74
 Following are the limitations of the study:

1. There was a limited time for the study.

2. The cost to be incurred was also limited.

3. Government employees to whom we visited for the survey did not replied
properly.

4. Many respondents who were loyal to brand Hyundai, but did not purchase
any car from Downtown and did not replied as per our expectations.

5. Some of the respondent were not interested in responding to the

questions asked by us as they were having negative image of downtown
motors

6. Sometime proper response was not given from the downtown employees
about the required information

7. Not much information was available on website of Downtown motors

75
 Chapter-6

Conclusions/Suggestions

76
From the whole project report and the survey conducted, we have come up with many
suggestions:

1. Hyundai comes out with many new cars and the customers being loyal to
the brand books in advance, which shows the quality of services
provided by Downtown.
2. Downtown can expand itself by opening the showrooms and service
stations at the nearby area so that the customers can reach easily.
3. It needs to upgrade after sales services as it is the basic point wherein
the customers are satisfied the most.
4. The free service provided by the company to the customer must be
increased by 1, so that it can compete strongly with others.
5. The RTO passing formalities and the documentation work should be
made easier so that the valuable time of customers is not wasted.
6. Telephonic survey should be conducted on time regarding satisfaction
and dissatisfaction of the services and if any problems found in the car.
7. To motivate the customers, Downtown should organize a free camp
regarding the safety and awareness while driving.
8. More emphasis should be on the businessman to sell cars and they
should try to sell cars like i10, eon and Getz to the maximum of the
salaried customers.
9. To create interest in the investors and to build a long term relations with
them, they should maintain proper relations with them by greeting them
on their birthday / marriage anniversary, invite them on some special
functions, etc.

77
Annexure

78
 Questionnaire

Dear Sir/Madam,

We Jainam Shah & Uvesh Kadiwala student of MBA 4th semester of C.K Shah
Vijapurwala Institute of Management, Vadodara conducting a survey on To know the
customer satisfaction level for Hyundai Auto-mobile of Down Town motors in Baroda
city..

Instructions:
We assure you that information which is being provided you will be kept confidential
and it will
Please be mark
tick used only
[] infor survey (academic)
as when asked topurpose.
do.

Provide the information in detail whenever it is asked to you.

Please give the true feedback/answer.

Q1. Do you have a car?

1. Yes 2.No

Q2. Do you have Hyundai car?

1. YES NO

Any Other (Please specify) __________________

Q3. Which model of Hyundai you are using presently?

1. Hyundai EON 2. Santro Xing

3. Hyundai i10 4. Hyundai i20

5. Getz 6. Accent

7. Verna 8. Sonata

9. Santa Fe

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 4. How many Hyundai cars do you own presently?

Ans .

5. For what purposes you have purchased the car / using the vehicle presently

1. Personal use 2. Business use

3 Both 4 family uses

Q6. How did you finance the vehicle you purchase?

1. Full Payment (Cash)

2. Bank Finance

3. Private finance

Q7 from how long you have Hyundai Car?

1. Since 1-3 month 2.Since 4-6 month

3. Since 7-9 month 4.Since 10-12 month

Q8. From which Medium did you come to know about the vehicle?

1. Auto Fair 2. Magazines

3. Pamphlets 4. Demo

5. Personal experience 6. Telephonic Enquiry

7. Newspaper 8 Friends & Relatives

9. Test Drive

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 Q9. Please rate the following features of Down town Hyundai car on basis of
importance when you purchase car.

5 4 3 2 1
Variables Most Preferred Neutral Not Least
Preferred Preferred Preferred
1. Price
2. Mileage
3. Looks/ Features
4. Pickup
5. Interior
6. Assurance
7. Overall Performance

Q10. Please rate the following service features of Downtown motors Baroda according
to your preference.

5 4 3 2 1
Variables Very Good Good Neutral Bad Very Bad
1. Availability of Models
2. Showroom Interior
Environment
3. Knowledge of Staff
4. After Sales Services
5. Timely Service
6. Delivery Time
7. Test Ride facility

Q11. Did you like to purchase another vehicle in future from Hyundai Down Town
motors Vadodara??

1. Yes 2. No

Q12. Will you suggest others to Purchase vehicle from Hyundai Down Town motors
Vadodara?

1. Yes 2. No

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Q13. Please Select your age Group?

1. Below 20 years 2. 20-25 years

3. 26-30 years 4. 31-40 years

5. 41-50 years 6. 50 years and more

7. 50 years above

Q14. Select your Gender?

1. Male 2. Female

Q15. Marital status ?

1. Married 2. Unmarried

Q16. Please choose your present occupation?

1. Student 2. Professional

3. Business person 4. Retired

5. Govt. service 6. Self employed

7. Service 8. Others

Q17. In which Income group you belongs income: (Monthly)

1. Less than 5000 2. 5000-10,000

3. 10,001-20,000 4. 20,001-30,000

5. 30,001-40,000 6. 40,001-50,000

7. More than 50,000 8. Can not disclose

Q18. Your expectation/Suggestion to Hyundai car to be improved ?

________________________________________________________________________

________________________________________________________________________

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Q19. PERSONAL DETAIL:-

1. Name _____________________

2. Phone number ______________________

Thank you for give your valuable time

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BIBLIOGRAPHY

www.google.com

http://www.downtownmotors.co.uk/

http://www.hyundai.com/in/

http://en.wikipedia.org/wiki/List_of_automobile_manufacturers

http://www.vicky.in/dealer/car/hyundai/baroda/aldiamhyundai

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